United’s New App Feature Helps Customers Facing Travel Delays

Source: United Airlines
United Airlines now offers more self-service options to travelers in case of travel issues. The airline has improved its mobile app to provide customers with a feature to view and claim vouchers for services such as hotels, meals, and rideshares when necessary.
United has launched a new mobile app feature to help customers save time and reduce stress in case of travel disruptions. With the airline’s new self-service tool, travelers can easily access personalized re-booking options, bag tracking information, and meal and hotel vouchers (if eligible) without waiting in line to talk to an agent or search for new options. This feature is available in case of flight delays or cancellations.
The airline states that almost half of its customers use the app or united.com to care for their needs during disruptions. United tested the new feature in beta at the end of last year and found that customers were pleased with the automatic alternate travel options provided through the app. Additionally, airport employees appreciated the reduction in physical lines.
“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 for United. “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.”
When a flight is delayed by more than 60 minutes or canceled, customers will automatically see options for delays and cancellations on the home screen of the United mobile app. Here’s how it works:
Get notified: Click the link in the automatic text notification or enter flight details in the mobile app or united.com to open the tool. For customers who have their reservation already loaded in the app, they’ll see a prompt right on the home screen.
Check flight and re-booking status: Confirm the status of your flight and see if you’ve been re-booked. Customers also have the option to look at other flight options and book based on their preferences.
Track your bags: Follow the status of your checked luggage to see when it is checked-in, loaded on your flight and received at your final destination.
View eligible vouchers: Receive hotel, meal and/or rideshare vouchers if eligible.
Connect to a United customer service agent virtually: Call, text or video chat with one of the hundreds of United agents who can offer the same assistance as the agents at the airport.