Among the “big three” US carriers, United is in a league of its own when it comes to technology. The carrier’s customer facing tech is exceptional, and it’s an area where the airline keeps trying to differentiate itself. Here’s the latest example of that.
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United app adds personalized connection information
United has just officially launched new, personalized mobile app features, that are supposed to make it easier to catch connecting flights.
Customers with connecting flights at United’s US hub airports can now access a special section of the app that includes a countdown to connecting flights, customized turn-by-turn directions to connecting gates with estimated walk times, real-time flight status updates, tips for longer layovers, and notifications if United’s ConnectionSaver technology has been activated to hold the plane for them.
These new features expand on United’s ConnectionSaver technology, which is an AI-powered tool that has saved more than 3.3 million customer connections, since launching in 2019. The idea is that this tool automatically identifies departing flights that can be held for connecting customers, without delaying the on-time arrival of the customers who have already boarded. Now customers have full visibility into their connecting flights right on their phone screens.
More specifically, customers can expect the following personalized details, depending on the type of connection they’re making:
- Travelers with comfortable connections are provided personalized status updates to make their connecting flights, including countdown to boarding, gate-to-gate directions, and personalized tips to navigate large airports or long layovers, such as United Club location details
- Travelers with tight connections are provided key information to help them navigate the airport, including boarding time, walking time, gate number, and more, and they’ll also get app notifications if their next flight is being held for them with ConnectionSaver
- Travelers with missed connections automatically receive personalized re-booking options to get them back on their way, giving them options to rebook on a confirmed flight or join the standby list for earlier flights if a seat becomes available
United has trialed these app features during a beta test period this spring, and during that time, more than 350,000 customers used the new features.
These are minor but meaningful improvements
United’s investments in tech consistently impresses me. It’s not just that United is already in the number one spot when it comes to tech, but the airline is always looking to improve even more.
For example, ConnectionSaver is a program that people love, and which has saved millions of connections. How cool that with these updates, the app will actually tell you if a flight is being held for you.
Now, I am a bit curious about the logistics there. Presumably a plane is only going to be held for so long, so to what extent does it factor in where you’re seated on your arriving flight, how fast of a walker you are, if you route yourself via the food court, etc. 😉
Furthermore, assuming the directions are accurate, I think the concept of getting directions via the United app is awesome as well. Some airports are surprisingly complicated to navigate, and it’s nice to have all of this spelled out clearly.
Bottom line
Some positive updates have just been rolled out on the United app, intended to help customers with connections. This includes everything from walking directions, to an indication whether your connecting flight is being held by the carrier’s ConnectionSaver program. These all sound like positive updates, and I look forward to using them during my next United connection.
What do you make of these United app updates?
re: Slow or fast walkers.
I had the pleasure of sitting in some of the initial planning meetings when they talked about rolling this out (5 years ago). They initially were going to use geo-locating beacon data within the terminals through the app, and track you to guesstimate your arrival at the connecting gate based on your walking speed, and some other fancy AI stuff. However, at the time, (this might not be true anymore),...
re: Slow or fast walkers.
I had the pleasure of sitting in some of the initial planning meetings when they talked about rolling this out (5 years ago). They initially were going to use geo-locating beacon data within the terminals through the app, and track you to guesstimate your arrival at the connecting gate based on your walking speed, and some other fancy AI stuff. However, at the time, (this might not be true anymore), they opted to keep it simple and just use an average walking time between gates, without all the sophistication of a Waze like arrival forecaster. The believe the agents also have this information and anticipate when you might show up. I think they determined that an average was good enough for what they were attempting to accomplish.
This does make sense. They have had directions to connecting gates and estimated times for quite awhile in the app as far as I have seen...
I have noticed they do seem to make estimate based on the perhaps longest possible route between two points. Taking IAD for an example, it always says to walk to and take the underground train. I usually beat the time by 30-50% of estimate by taking the mobile...
This does make sense. They have had directions to connecting gates and estimated times for quite awhile in the app as far as I have seen...
I have noticed they do seem to make estimate based on the perhaps longest possible route between two points. Taking IAD for an example, it always says to walk to and take the underground train. I usually beat the time by 30-50% of estimate by taking the mobile lounges across, even if I have to wait 6-7 minutes for one to leave, depending on which end of C/D I need to be in transit to/from A gates. I've probably helped a few people making connections from my arrival on A to like D20+ by telling them come with me on the mobile lounge versus going as the app tells them to go. But of course to make more real time predictions, like you mentioned, that goes into a level of integration and compatibility with other entities that just isn't feasible for the minimal good that could come of it.
this is the most premium app in the history of apps
Delta wishes it could collect half the data on customers which United will able to with so many users now allowing location services to use the app. More targeted offers and more data to/from partners (eg Spotify on board). This is a gold mine.
Credit where it's due to Delta: by requiring PM/DM to use app only (starting July) to select choice benefits they're dipping their toes in the pool.
UA obviously has issues but their app is miles ahead - I've seen this in action and it's hugely helpful
AA has had some of that functionality on their app for awhile.
They should have a question, "slow waller or fast,?" . Could have a question "Will you go directly to the gate, skipping the rest room?"
Well, they know what you ate so they may even know the potential of how long that bathroom stop will be, or at minimum its urgency.
Should that not be: Slow Waller or Fats? And, why did my spell corrector let waller in without a challenge? Please, my first AI need is a spell corrector that learns me.
I think they should also use the app for evil... like if they are using Connection Saver for you and you scan into a United Club, go ahead and depart.
lol. touche
They do have great tech at UA, no doubt
On the same thought, I wonder if they'll force the use of location services to help travelers navigate, and if the app detects that you're not close and/or not moving fast, they go ahead and send the plane.
What a great marketing thing.... they could have someone standing there at the top of the jetway with a cold towel and cup of water?
Couple years ago I was at the gate area at Narita waiting to board my United flight. But soon I realized I was seated in the middle of a IT team for United. About 20 nerds with their laptops open. They where working on a new boarding sequence. They had a little break and I started to talk to the nerd next to me. He said that they are really hands on and get into the field all the time instead of sitting in a office. Was very impressed.
Wish Lufthansa did this.