United Airlines has unveiled new features within its mobile app, to help customers when their flights are delayed or cancelled.
A new self-service tool enables presents customers rebooking options, as well as giving them the ability to track bags and request meal and hotel vouchers (where eligible).
Where flights are either cancelled or delayed by more than 60 minutes, customers will now see their options on the home screen of the app, including being able to see if they have already been rebooked.
App users will also be able to follow the status of their checked luggage, and view hotel, meal and/or rideshare voucher where applicable.
There is also the option to be connected with a United customer service agent via call, text or video chat.
United stressed that those without the mobile app are able to access the self-service tool via united.com, adding that “customers still have the option to connect in-person with a customer service agent”.
The airline said that “While United had the lowest mainline flight and seat cancellation rates of any airline in the country during the first three months of the year, the carrier still has the most flights impacted by weather given the location of its major domestic hubs”.
United said that nearly half of its customers “already turn to the app or united.com to self-serve during disruptions”, leading it to begin beta testing of the new feature late last year.
The carrier said that passengers “responded well to having alternate travel options automatically served to them in the app”, adding that “airport employees appreciated reducing the number of people physically waiting in line”.
United also highlighted a number of other recent customer experience enhancements, including its new family seating policy, designed to enable children under the age of 12 to sit next to an adult in their party for free, including customers with basic economy tickets.
“Our goal is to get our customers to their destination on time, but we know things don’t always go as planned and that’s when a tool like this can make a real difference,” said Linda Jojo, Chief Customer Officer for United.
“Our new mobile app feature offers more transparency, saves time and reduces stress for our customers, and it shortens lines at customer service desks so our employees can better assist passengers with complex issues or questions. Plus, it’s another example of United’s continued investment in new technology and tools.”
