United said it will now send customers live radar maps when weather-related delays occur, keeping them informed about factors affecting the status of their flight.
The airline wants to keep its customers informed of any delays and provide them with as much information as possible, in order to reduce the frustration of passengers when their travel plans are disrupted by circumstances beyond the airline's control.
“United’s latest innovation — real-time radar maps — can help customers understand how bad weather in one part of the country could impact a flight elsewhere,” United said said in a statement announcing the effort.
The company is using generative AI tools to send these and other messages to customers. Previously, United staff generated flight-related messages that were sent to customers, announcing things like gate changes or new departure times. The new effort comes just ahead of the busy Fourth of July holiday season, as airports prepare for record passenger numbers. Some 5.74 million people are expected to take to the skies to celebrate Independence Day, up nearly 7% from the same period last year. according to AAA.
“With more people traveling than ever this summer, we wanted to give our customers an easier way to stay connected with real-time information about their flight — and texting was the simplest solution,” Jason Birnbaum, United's chief information officer, said in a statement Wednesday. “We know customers value transparency — and by combining innovative, technology-driven tools with people power, we can give more people even more up-to-date details about their flight.”
Customer service agents and airline flight operations teams help the AI generate a customer update “that tells the complete story of a flight change.”
During weather-related disruptions, the updates include links to real-time local radar maps, which show “how weather in one part of the country could impact a flight elsewhere,” United said.
United has long used technology to communicate with customers. For example, they offer automated rebooking assistance, so passengers don’t have to wait in line to speak to an agent in person. They also send customers real-time flight updates.
