In an era where real-time information is paramount, United Airlines is leading the charge with innovative solutions to keep travellers informed and reassured during their journeys. As part of industry-leading efforts to communicate to customers in real-time, United now uses AI tools to send travellers detailed updates about their trips, especially when unforeseen weather delays occur.
Revolutionizing Communication with AI-Powered Updates
United Airlines has always been at the forefront of leveraging technology to enhance customer experience. The airline’s latest innovation involves using generative artificial intelligence (gen AI) to provide travellers with instantaneous updates about their flights. Whether it’s a gate change, boarding time adjustment, or details about aircraft swaps and crew rescheduling, United’s dedicated teams, assisted by gen AI, ensure that travellers receive timely and accurate information.
Understanding the Impact of Weather with Real-Time Radar Maps
One of the most notable features of United’s new system is the real-time radar maps that are sent to customers during weather delays. These radar maps help travellers understand how the weather in one part of the country can affect flights elsewhere, providing a comprehensive view of the situation. United is the first and only U.S. airline to offer such specific and detailed weather-related messages to its customers.
Enhanced Traveler Experience with Text Alerts
“With more people travelling this summer than ever, we wanted to give our customers an easier way to stay connected to real-time information about their flight and texting was the simplest solution,” said Jason Birnbaum, United’s Chief Information Officer. “We know customers appreciate transparency and by combining innovative technology-enabled tools with people power, we can give more people, even more in-the-moment details about their flight.”
Preparing for a Record-Breaking Travel Season
United’s implementation of these new tools comes as the airline expects its busiest Fourth of July weekend on record, with over five million passengers flying between June 28 and July 8, marking a 7% increase compared to the previous year. This surge in travel underscores the importance of United’s commitment to providing real-time, actionable information to its customers.
How United’s AI-Powered System Works
Specialized customer service teams are positioned in United’s network operations centre, working alongside flight operations teams. These teams utilize gen AI to review flight data and craft comprehensive messages that tell the complete story of any flight changes. These messages, sent via text or email, aim to provide travellers with helpful and relevant information about why their flight plans are changing.
During weather events, these messages include links to local, live radar maps that display weather details across flight paths. This helps customers stay informed about weather-related delays, showing how the weather in one part of the country can impact flights elsewhere. Additionally, customers can access links to weather maps in the United app under flight status updates, and radar maps are displayed in the gate area when a flight is delayed due to weather.
Leading the Industry with Customer Transparency
For years, United has been a pioneer in adopting new technologies and policies to increase customer transparency. Some of the key initiatives include:
- Automatic Rebooking Assistance: Instead of waiting in line to talk to an agent or searching for new options, United’s self-service tools automatically present travellers with personalized rebooking options, bag tracking information, and meal and hotel vouchers when eligible if their flight is delayed or cancelled.
- Real-Time Flight Updates: United is the first and only U.S. airline to provide customers with real-time access to their boarding pass, gate and seat number, and a countdown clock to departure time directly on their phone screens, all without opening the United app.
- Free Family Seating: United offers a dynamic seat map feature that makes it easier for families to sit together. Children under 12 years old can be seated next to an adult in their party for free, even for travellers in Basic Economy.
- No Change Fees: In August 2020, United eliminated change fees, offering more flexibility for travel plans. They also introduced complimentary standby travel, becoming the only U.S. airline that lets all customers in all classes of service fly same-day standby for free.
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