The reasoning behind the push to move away from paper boarding passes is because they do not update if the flight is delayed, if there is a gate change, etc. United also wants to be able to send notifications to passengers about their flight (which you can still opt into on the kiosk even with a paper boarding pass). Most of you here are frequent flyers and are familiar with how hubs work, particularly during IRROPS involving delays, gate changes, egress, etc. Many passengers who don't travel frequently are not. A very common question at the hubs (also very frustrating to agents when we are working during IRROPS) is what gate is my flight at? And a lot of frustration when they have a paper boarding pass with the wrong (or old) gate. Having a mobile boarding pass cuts down on these types of questions and other common questions we get when there is a long or rolling delay, particularly when a gate change is involved, or anything else United can send a mobile notification to answer. I know this may sound crazy but there are passengers with paper boarding passes who will sit at the gate printed on their boarding pass up to or past departure time even though their flight is not departing there anymore and don't seek help until it's too late.

The Company also tells us App users are significantly more satisfied with their travel experience opposed to those passengers who don't use it.