[aviation news]
As the peak summer travel season kicks off, United Airlines is making connecting flights smoother with the launch of innovative, personalized features in its mobile app.
These tools, designed to ease the stress of navigating busy airports, are now available to customers traveling through United’s U.S. hub airports.
With over 20 million passengers already booking connecting flights this summer, these updates aim to enhance transparency, reduce anxiety, and improve the overall travel experience.
New App Features for Connecting Flights
Travelers with connecting flights can now access a dedicated section in the United mobile app, offering a range of tailored tools to simplify their journey. These include:
- Countdown Timer: A real-time countdown to boarding for the connecting flight.
- Turn-by-Turn Directions: Customized gate-to-gate navigation with estimated walking times.
- Flight Status Updates: Live updates on flight schedules and gate changes.
- Layover Tips: Suggestions for longer layovers, such as directions to United ClubSM locations or dining options.
- ConnectionSaver Notifications: Alerts if United’s AI-powered ConnectionSaver technology is holding a flight for the customer.
These features are exclusive to the United app and build on the airline’s ConnectionSaver tool, which has saved over 3.3 million connections since its debut in 2019.
ConnectionSaver uses artificial intelligence to identify flights that can be held for connecting passengers without delaying the on-time arrival of those already boarded.
Now, customers have full visibility into this process directly on their phones, adding peace of mind during travel.
Tailored Support for Every Connection Type
United’s new app features cater to different connection scenarios, ensuring a personalized experience for each traveler:
- Comfortable Connections: Passengers with ample layover time receive updates on boarding, gate directions, and tips for navigating large airports. For example, they might get recommendations for nearby United ClubSM lounges or dining spots.
- Tight Connections: For those racing to their next gate, the app provides critical details like boarding times, gate numbers, and walking estimates. If ConnectionSaver holds the flight, customers receive instant notifications, offering clarity and reducing stress.
- Missed Connections: When plans go awry, the app automatically delivers rebooking options, allowing travelers to confirm a new flight or join a standby list for earlier departures.
Successful Beta Test
United tested these features in a beta phase this spring, with over 350,000 customers using them and achieving a 98% success rate in making their connections.
David Kinzelman, United’s Chief Customer Officeremphasized the value of these tools: “Providing clear, real-time information helps reduce the stress of connecting flights. Our award-winning app is transforming travel, giving customers more control and a better experience with United.”
Future Enhancements on the Horizon
United is committed to evolving these features to meet customer needs. Planned upgrades include:
- Multilingual Support: Currently available in English and Spanish, the app will soon support additional languages.
- Enhanced Navigation: By enabling location services, customers will get step-by-step directions based on their real-time position in the airport.
- Text Message Updates: United will expand its text notification system to provide real-time updates on connecting flights. The service offers tips for tight connections or reassurance for comfortable ones.
Leading the Industry with Technology
United continues to set the standard for customer-focused innovation in the airline industry. Beyond the new app features, the airline offers:
Automatic Rebooking: Self-service tools deliver personalized rebooking options, baggage tracking, and vouchers for meals or hotels when flights are delayed or canceled. This eliminates the need to wait in line for assistance.
Weather Delay Updates: United is the only U.S. airline sending real-time radar maps via text. They explain how weather impacts flights, and are powered by generative AI.
Starlink Wi-Fi: United is rolling out free, high-speed Starlink Wi-Fi on its aircraft, offering seamless streaming, gaming, and shopping. By the end of 2025, both regional and mainline aircraft will feature this service.
Bag Tracking: Integration with Apple’s AirTag allows customers to share their luggage location with United’s customer service team. This streamlines the recovery process for misplaced bags.
Looking Ahead
With these mobile app enhancements, United is ready to deliver a stress-free travel experience for millions of summer travelers.
By combining cutting-edge technology with a customer-first approach, the airline is empowering passengers with the tools they need to navigate connections confidently.
Whether it’s a tight sprint to the next gate or a leisurely layover, United’s app ensures every journey is as smooth as possible.
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