United Airlines has announced a new mobile app feature that aims to save customers time and reduce stress if their travel plans get disrupted. The new self-service tool automatically presents travellers with personalised re-booking options, bag tracking information and meal and hotel vouchers when eligible if their flight is delayed or cancelled.
According to the airline, nearly 50% of its customers already turn to the app or website to self-serve during disruptions, so United began beta testing the new feature at the end of last year. It found that customers responded well to having alternate travel options automatically served to them in the app and that airport employees appreciated reducing the number of people physically waiting in line.
“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, United Airlines. “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.”
