United Airlines’ New App Feature Helps Guests Re-Book and Receive Automatic Meal & Hotel Vouchers
United Airlines has today announced a new industry-first app feature that allows customers to automatically re-book flights and receive meal and hotel vouchers if their flight is delayed or canceled.
On Thursday (June 22, 2023), United Airlines announced an industry-first app feature which aims to save customers time and reduce stress in the event of a delayed or canceled flight. The self-service tool automatically presents guests with personalized re-booking options, bag tracking information and meal and hotel vouchers when eligible. Currently, nearly 50 percent of United customers turn to the carrier’s app or website for self-service during disruptions, so United began beta testing the feature at the end of last year.
In today’s announcement, United’s Chief Customer Officer, Linda Jojo, said,
“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. 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.”
With the new app feature, when a flight is delayed by over 60 minutes or canceled, customers will automatically see re-booking options on the home screen of the United mobile app. For notifications, customers can click the link in the automatic text notification or enter flight details in the mobile app or website. For customers who already have their reservation loaded in the app, they’ll see a prompt right on the home screen.
After confirming flight status and seeing if they have been rebooked, customers will also have the option to look at other flight options. The new feature also allows customers to follow the status of their checked bags to see when they are checked-in, loaded on the flight, and arrive at the final destination. If eligible, customers will also be able to view hotel, meal and/or rideshare vouchers. As always, customers can also connect to a United customer service agent virtually via call, text or video chat, to receive the same assistance as agents at the airport.
United Airlines’ shared purpose is “Connecting People. Uniting the World.” The airline operates the most comprehensive network among North American carriers with U.S. hubs in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco and Washington, D.C. Shares in the company’s parent, United Airlines Holdings, Inc., are publicly traded on the NASDAQ under the symbol ‘UAL.’
Source: United Airlines/PRNewswire