United Airline Breakthrough AI and Radar Maps Solutions Transform Weather Delay Notifications For Travellers

Thursday, July 4, 2024

United Airline Introduces Live Radar Maps and AI Assistance for Enhanced Traveler Updates During Weather Delays

United Airlines has rolled out a new service, offering customers live radar maps via text messages during weather delays, to enhance transparency about trip disruptions. This initiative is part of United’s commitment to providing detailed, real-time information, ensuring travelers are well-informed about their journey’s status, including gate changes, boarding times, crew updates, and more. As the only U.S. airline currently providing such detailed notifications, United leverages generative AI tools to deliver these updates efficiently, helping customers navigate the uncertainties of travel with greater ease.

“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.”

United anticipates a record-breaking Fourth of July weekend, expecting over five million passengers from June 28 to July 8—a 7% increase from last year. In response to this surge, the airline has enhanced its customer service:

The network operations center houses specialized customer service teams alongside flight operations staff, utilizing AI to analyze flight data and craft detailed messages about flight changes. These updates are delivered to passengers via text or email, enhancing communication with pertinent information.

During adverse weather conditions, messages include links to live radar maps, providing a visual representation of the weather affecting flight paths. This feature is also accessible in the United app and displayed at the gate area during weather delays, helping passengers understand the broader impact of weather on their travel.

Emphasizing Customer Transparency

For years, United has been at the forefront of adopting innovative technologies and policies to improve transparency:

• Automatic Rebooking Assistance: United’s self-service tools swiftly offer personalized rebooking options, baggage tracking, and provisions for meals and accommodations during delays or cancellations, without the need for passengers to queue or manually search for alternatives.
• Real-Time Flight Updates: United stands out as the sole U.S. airline providing live updates on boarding pass details, gate assignments, seat numbers, and a departure countdown directly on passengers’ phone screens through its app.
• Complimentary Family Seating: Unique to United, this airline offers an automated seat map that facilitates free adjacent seating for children under 12 with an accompanying adult in their party, applicable even to Basic Economy travelers.
• Elimination of Change Fees: In a move to enhance travel flexibility, United abolished change fees in August 2020. The airline also introduced complimentary standby travel, allowing passengers across all service classes to fly standby on the same day at no additional cost.