UAL to Elevate Customer Experience With Modified Mobile App

Core Insights - United Airlines Holdings, Inc. (UAL) is enhancing its competitive position in the airline industry by launching a personalized mobile app aimed at improving the experience for customers with connecting flights [1][10]. Group 1: App Features and Technology - The new app includes a countdown to connecting flights, real-time flight status updates, turn-by-turn directions to connecting gates, and notifications for tight connections through ConnectionSaver technology [2][10]. - ConnectionSaver, an AI-powered tool, has saved over 3.3 million customer connections since its launch in 2019, allowing UAL to hold departing flights for connecting customers without delaying other passengers [3][10]. - A spring beta test of the app revealed that over 350,000 customers utilized the new features, achieving a 98% success rate in making their connections [4][10]. Group 2: Customer Experience Enhancements - UAL's chief customer officer emphasized that providing transparent and easy-to-understand information can alleviate stress during connecting flights, enhancing the overall travel experience [5]. - The airline is also implementing additional customer-friendly technologies, including automatic rebooking assistance, real-time weather delay updates, Starlink Wi-Fi service, and luggage tracking [5][6]. Group 3: Future Plans - UAL plans to further improve the app by adding more languages, extended navigational help, and text message updates [6].