United Airlines Enhances Customer Experience with New Mobile App Feature
United Airlines is making disruption recovery more flexible with a new mobile app feature that automatically monitors earlier-flight availability and alerts customers when a seat opens, reducing the need for manual rebooking.
Summary:
- New Feature: Customers can stand by for up to three earlier flights while keeping their confirmed itinerary.
- Automatic Monitoring: United’s app tracks seat availability and sends text alerts when a seat opens.
- Self-Service Tools: The feature complements existing tools like automatic rebooking, meal and hotel vouchers, and checked-bag tracking.
United Airlines has introduced a pioneering mobile app feature aimed at providing customers with greater flexibility during travel disruptions. This new capability allows passengers who have been rebooked onto later flights to stand by for up to three earlier flights. Rather than having to manually check for available seats, the app automatically monitors the situation and sends notifications via text when an earlier flight becomes available.
More than 85% of United customers rely on the airline’s mobile app on the day of travel, highlighting the significance of digital tools in managing disruptions.
“This feature reflects our commitment to making travel more seamless and less stressful for our customers,” said Jennifer Schwierzke, Vice President of Customer Operations, Strategy & Execution at United Airlines. “During disruptions, customers can keep their confirmed itinerary while standing by for three additional flights.”
This enhancement adds to United’s existing self-service recovery tools that allow customers to automatically rebook flights, access eligible meal and hotel vouchers, and track checked baggage—eliminating the need to queue for agent assistance.
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