United Airlines develops innovations to enhance customer experience


United Airlines announced that it is in the final phase of preparations for an unprecedented peak travel season, with more than 5.9 million people expected to fly with the airline between Nov. 17 and Nov. 29. 

United's customer experience team spent the entire year developing industry-leading innovations to improve efficiency and the overall travel experience. Since the beginning of the year, United launched and enhanced numerous innovations in its mobile app, airports and onboard aircraft to make travel preparation easier, provide more transparency and reduce stress from booking to departure.

It also added several enhancements for pre-flight preparation, such as a free family seating option, where children under 12 can sit next to an adult at no additional charge. 

The airline said it is committed to helping all users get to their destinations on time, regardless of whether they are seasoned travelers or occasional flyers. "Nearly three-quarters of customers use United's mobile app, highlighting a preference for the ability to avoid queues, receive prompt personalized service and benefit from the information provided by the app," they note. In addition, the "baggage drop-off shortcut" allows customers to check in through the app, avoiding queues and saving time. The ability to order meals and drinks in advance has also been implemented, giving customers more options and control over their flight experience.

United also offers an "Airport Guide" that provides personalized instructions for efficiently navigating airports. Also, the airline sends automatic, personalized flight notifications, providing key information such as boarding pass, gate and seat number in real time. ConnectionSaver technology helps customers making tight connections, and a new efficient boarding system, dubbed 'WILMA,' saves up to two minutes on each departure.

United's app became the traveler's personal advisor, offering automatic assistance during disruptions, rebooking options, baggage tracking information, and meal and hotel vouchers in case of delay or cancellation, all without waiting in line at the airport. 

In addition, the "Agent on Demand" feature allows customers to video chat, text or call a customer service representative through the app. The airline strives to make the flying experience more inclusive for all customers, with accessible solutions that span digital platforms and in-flight enhancements. United's mobile app was redesigned to make it easier to use for people with visual impairments, and the latest in-flight entertainment displays offer accessible features such as closed captioning, text-to-speech and magnification. United also implements 'Braille inside aircraft and plans to equip its entire fleet with this functionality by the end of 2026.

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