Let's hope other airlines get on board with this giant leap in customer service and pax protection rights: an airline app feature that helps pax on disrupted flights - automatically - get rebooked and taken care of.
In the wake of a chaotic resumption of air travel post-pandemic, both Canada and the U.S. have been cracking down on airlines' treatment of passengers when flights are delayed or cancelled, as Open Jaw reported.
Even when rules exist to ensure that pax on disrupted flights are re-booked, provided with food and hotels, or compensation, consumers report struggling to get the treatment and compensation they are entitled to under existing laws, sending passenger complaints against airlines soaring.
United Airlines just made it easy.
The airline has introduced a new mobile app feature to assist pax if their flights are disrupted.
United Airlines' new self-service tool automatically provides customers with personalized re-booking options, bag tracking information, and eligible vouchers for meals and hotels if their flights are delayed or cancelled.
"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," said Linda Jojo, Chief Customer Officer for United.
"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."
Here's how it works:
If a flight is delayed by more than 60 minutes or cancelled, customers using the United mobile app will be notified. They can then check their flight status, explore re-booking options, track their checked bags, and receive eligible vouchers for meals, hotels, and rideshares.
Additionally, customers can connect with United's customer service agents through calls, texts, or video chats directly within the app.
For those without the United mobile app, the self-service tool is accessible on a mobile device or computer at united.com, and customers still have the option to connect in-person with a customer service agent.
The app should make life easier for disrupted pax, for United Airlines staff trying to serve customers when things go wrong, and in the long run, for everyone as it should lead to fewer fights over claims.
More information about the new app feature can be found on United's website.
