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United Adds Rebooking and Vouchers to Mobile App

Joe Cortez June 22, 2023

In a move to improve the customer experience, United Airlines is adding two key features to their mobile app: Rebooking selection and confirmation, along with digital vouchers for food, hotels, or ground transportation.

United Airlines is putting the control over delays and cancellations in the hands of their customers thanks to new additions to their app.

The Chicago-based airline announced the new additions to their smartphone applications, including the ability to rebook flights and receive electronic vouchers for meals, ground transportation, or hotels.

New Additions Offer More Control for Waylaid United Flyers

In the past, delayed flyers would need to wait to connect with a customer service agent at the airport to get rebooked or receive vouchers for food and hotels. However, technology has changed much of the passenger experience, even when it comes to delays. Data from the airline shows nearly half of all customers turn to the United smartphone app first when they need help during a disruption.

“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,” Linda Jojo, chief customer officer for United, said in a press release. “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.”

If a flight is delayed for an hour or more or outright cancelled, the latest version of the United app will show flyers all their options to continue their travels. This includes confirming rebooking plans or seeing what other options may be available, tracking luggage affected by the delay, and collect digital vouchers for hotels, meals, or rideshare options.

If the options don’t work or a traveler needs additional help, they can always connect with a customer service agent. Alongside the employees working at the airport, the app can connect flyers to agents via a call, text, or video chat.

New Features Come as Focus Returns to Passenger Experience

The new self-service tools in the United app comes as regulators are putting more pressure on airlines to improve the passenger experience. In May 2023, the White House and U.S. Department of Transportation outlined what they wanted to see rolled out for flyers, including compensation for a “controllable airline cancellation or significant delay.”

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