As part of industry-leading efforts to communicate to customers in real-time, United is using AI tools to send travellers information about their trip, especially if things don’t go as planned.
With real-time radar maps which can help customers understand how inclement weather in one part of the country can impact a flight elsewhere.
United now texts customers links to local, live radar maps during weather delays, as part of its industry-leading effort to give travellers as much real-time information as possible about their trip, especially if things don’t go as planned.
For the past few years, the airline has used dedicated teams to write and send text messages to customers that give near-instantaneous details about a given flight – everything from gate changes and boarding times to more specifics regarding aircraft swaps, crew rescheduling and weather events – and the teams now use generative artificial intelligence (gen AI) tools to assist in giving more travellers real-time updates during flight delays.
United’s latest innovation – real-time radar maps – can help customers understand how inclement weather in one part of the country can impact a flight elsewhere. United is the first and only U.S. airline currently providing its customers these kinds of specific messages, and the airline is sending them with assistance from gen AI tools.
“With more people traveling 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.”
The release of these new innovations comes as United expects its busiest Fourth of July weekend on record with more than five million passengers flying between June 28 and July 8, up more than 7% compared to last year.