United Airlines’ app has long been the best in the industry. It has just been taken to the next level for situations where you encounter irregular operations, completely negating the need to wait in a long customer service line at the airport.
In this post:
United app’s amazing features during irregular operations
United has today announced how its mobile app is officially rolling out new features that travelers will appreciate during irregular operations. It’s always frustrating to have flight disruptions, and if you don’t have elite status or access to a lounge, many think the best thing to do is to wait in a very long line at a customer service counter.
Fortunately with United’s app updates, that will no longer be needed, thanks to the self-service tools that have been rolled out. Note that some of these features have already been tested over the past several months, but this is now consistently available.
What can customers expect? If a flight is delayed by more than 60 minutes or canceled, customers will automatically see options on the home screen of the United app. Here’s how this works:
- You can click the link in the automatic text notification you get about a delay or cancelation, or can head straight to the mobile app, where you should see a prompt
- Once there, you’ll see the flight you were rebooked on, and also have the option to look at other flight options that are available, based on your preferences
- You’ll be able to follow the status of your checked bag, and see when it was checked in, loaded onto your flight, and arrived at your final destination
- If your delay is long enough, the app will show options for receiving hotel, meal, and/or rideshare vouchers, if eligible
- If you’re not finding what you’re looking for, there’s an option in the app to call, text, or video chat with United agents virtually, who can offer the same assistance as the agents at the airport
Here’s how Linda Jojo, United’s Chief Customer Officer, describes this innovation:
“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. 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.”
United’s app & website are simply amazing
United deserves a huge amount of credit for its website and app, which are by far the best of the “big three” US carriers. In particular, the app is so functional, and lets you do just about everything on your own.
I think we can all agree that when it comes to tech, United is best, followed by Delta, followed by American. I mean, American doesn’t even let you apply a mileage upgrade or systemwide upgrade through the website or app, but rather you have to call. And let’s not even talk about JetBlue, which makes American’s tech look like United’s, by comparison. 😉
Now, there’s a certain irony to United investing so much in tech off the plane, while the airline greatly lags both American and Delta when it comes to high speed Wi-Fi inflight. United is finally trying to catch up, but the airline is so far behind its two biggest competitors on that front.
Bottom line
United Airlines’ app has awesome new features for irregular operations. In addition to being able to rebook flights, you can also receive meal, hotel, and rideshare vouchers through the app, and can even be connected to a live representative. This is something that United has been working on implementing for quite some time, and it’s now official. Well done, United!
Do any OMAAT readers have firsthand experience with United’s app rebooking features?
It is worth noting that United is posting the industry's highest numbers of cancellations recently and that has been true for weeks.
They will be quick to note on earnings calls that they have one of the most ATC challenged networks but that raises a couple questions: 1. why does UA continue to push a growth model onto hubs where it is already unable to deliver a high quality experience and how much worse is...
It is worth noting that United is posting the industry's highest numbers of cancellations recently and that has been true for weeks.
They will be quick to note on earnings calls that they have one of the most ATC challenged networks but that raises a couple questions: 1. why does UA continue to push a growth model onto hubs where it is already unable to deliver a high quality experience and how much worse is it going to get
2. a significant part of UA's cancellations are not just due to ATC but due to factors that UA can control. There is a thread on another site - confirmable by flight tracking data - that UA has too many aircraft out of service for maintenance and are routinely cancelling the same flights multiple days in a row, including EWR-HNL.
3. UA routinely has dozens of pilot captain positions open, forcing the cancellation of flights because pilots won't pick up extra flying because the company has not come up w/ a proposed new labor contract. WN also has open pilot positions but is grounding aircraft and reducing its schedule to what is flyable.
Good thing UA added these new app features which are not industry leading or first at all. they are getting used more than ever.
Delta doesn't integrate Hotel & Meal Vouchers into their app, yet.
The very very topic of this post.
"United App Adds Flight Rebooking, Hotel & Meal Vouchers"
You conveniently left out the part beyond rebooking. Which by the way, if you tried something non Delta, you would notice AA DL UA apps are all capable of rebooking for years. The major difference is the only part you left out, Hotel & Meal Vouchers.
...Delta doesn't integrate Hotel & Meal Vouchers into their app, yet.
The very very topic of this post.
"United App Adds Flight Rebooking, Hotel & Meal Vouchers"
You conveniently left out the part beyond rebooking. Which by the way, if you tried something non Delta, you would notice AA DL UA apps are all capable of rebooking for years. The major difference is the only part you left out, Hotel & Meal Vouchers.
Of course as I and many have pointed out the talent to bring irrelevant facts to the wrong topic.
Correlation does not imply causation but that's your favorite skill.
Just like this quote
"It is worth noting that United is posting the industry's highest numbers of cancellations recently and that has been true for weeks."
So you're implying that UA is sabotaging it's operation to highlight it's app prowess?
UA operation is so bad, rather than fixing it, we'll make an app to embrace it?
Or it's just simply irrelevant of UA's operation mishaps and it's customer friendly app features. But you bring it up for no reason, other than pulling a chatGPTim.
This is an app feature, how the hell is the earnings call have anything to do with it?
And if you think UA management sucks, you should short their stocks or hoard put options. A very irrelevant topic but just to satisfy the banging in my head. Ouch!
I was on UA188, EWR- JNB that was canceled after multi-hour delay on 6/20. The minute they announced cnx I called 1K desk and was rebooked for 6/20 but could not be confirmed due to system showing our flt as in the air. EWR was essentially shutdown by that time 11-11:30pm. I had to wait over an hour at bag claim to reclaim by bag. In the interim I received hotel and meal vouchers via...
I was on UA188, EWR- JNB that was canceled after multi-hour delay on 6/20. The minute they announced cnx I called 1K desk and was rebooked for 6/20 but could not be confirmed due to system showing our flt as in the air. EWR was essentially shutdown by that time 11-11:30pm. I had to wait over an hour at bag claim to reclaim by bag. In the interim I received hotel and meal vouchers via text. The tech was great but the basic logistics is way behind. They waited far too long to cancel the flight, bag reclaim took hours for many pax, most hotel shuttles had stopped running. I was a lucky one as I grabbed an Uber and made it to bed by 3AM, numerous others did not get to a hotel until 5AM. The vouchers were barely enough to cover meal costs and I had to add tip out of pocket. The APP worked, but the “chat with an agent” never connected in five try’s, probably insufficient staff to handle 787 load at that late hour. Made it to JNB last night!
Understand that people don't want to wait in line, but I think there is still a human element to this. For example those that check in online for a hotel, there is often still a need to stop at the reception and I can't believe that a computer would give me the best room option. This is similar too, the techology is very percise where as a human can override it.
I am not impressed with the app at all. We are flying EWR-CPT and they have that we are departing EWR for ORTambo!!! When I tap on the details it show CPT.
Which app do you prefer?
Our United Express flight (IAH_QRO) operated by the notorious Mesa Air lines group, was showing on time up until boarding time. They kept delaying the flight every 20 mins or so. Finally I got a text about a gate change and the option was there to rebook for the next day. We decided to wait it out as we had been traveling for over 24hrs at that point and just wanted to get home.
Compared that to the useless Air Canada app...
United has had this, to some degree, for a long time - but the digital meal vouchers, rebooking options, and UI/experience has been greatly improved. I had IRROPs yesterday FLL-EWR and it's absolutely industry-leading. Bravo, United!
Ouch! the frozen thing is banging inside my head.
despite the comments from some brain frozen people, Delta has had IROP rebooking and baggage tracking in the app for quite some time
Delta's app cannot hold a candle to United. United provides more information in a timely manner. These new improvements have been there (some of them) for a while. The ability to track your plane is a 5-star winner.
I have been using the Delta app for a long time to rebook during IROPs and to watch where my luggage is and when it's loaded. Ben, I don't know how this is some new industry first..!!
It’s comments like this that make people trivialize what you say you even for your comments that are well grounded and make sense. You just cannot be objective when it comes to Delta.
when someone else confirms that Delta has had IROP rebooking and bag tracking in its app for years, it is YOU, not me, that cannot be objective.
How dare you.
Ouch! It's banging inside my head.
"when it comes to tech, **United is best**, followed by" something living rent free in my head fluffing about most profitable, better performance A350, but nothing to do with app.
I vaguely remember that United implemented this before Delta and likely uses the same outside vendor.
Ouch! It's banging inside my head again.
The fluff must think even it's the same, Delta is better.
Ouch!!!! my head.
I hoped they fixed the really annoying Bluetooth audio issue on the iOS version of the United App where it uses the really old horrible sounding mono hands free Bluetooth profile for audio for the inflight personal streaming function.
All of the other airline apps for personal streaming airline apps don’t do this. I end up having to use wired headphones with my iPad on United flights because of this.
Most of my mainline United flights this year have had streaming, high speed wifi. For whatever reason, they're just not advertising it. The regional jets, that's a different story. Maybe it's a story of under promise, over deliver.
I just booked my first United Airlines ticket in over a decade yesterday for travel tommorow. I was so impressed by the app and the website! I live in Miami, and I've been loyal to AA the past few years (and Southwest before), and I otherwise fly jetBlue if given the chance, so I’ve gotten used to their apps & websites, so I was really surprised by the UA tech! I'm flying their 737-700 and MAX 9. Looking forward to my flight.
So, I flew UA yesterday, and my return flight (EWR-MIA) had a 2 hour delay because of late arriving crew. My phone was almost dead (4%), so I had it charging while on low power mode. In that setting, I can only use about 8 preset apps. Thanks to the link in the text, I was able to view everything I needed in the LPM setting. The delay was unfortunate, but it was handled quite...
So, I flew UA yesterday, and my return flight (EWR-MIA) had a 2 hour delay because of late arriving crew. My phone was almost dead (4%), so I had it charging while on low power mode. In that setting, I can only use about 8 preset apps. Thanks to the link in the text, I was able to view everything I needed in the LPM setting. The delay was unfortunate, but it was handled quite well. A great experience on UA, much better than I was expecting.
I had a jetblue flight canceled last week on MIA-BOS. I only got an email about it (4hrs before departure), and I immediately called to see my options. It was handeled great by the B6 rep, but it took me over an hour. The UA app is much better, and less time consuming.
I'm sure these features are coming really handy right now, considering the amount of delays and cancelations UA has at EWR today. Every UA flight is in red today on Flightradar24 from 2pm onward (and it isn't much better before then either).