As part of efforts to communicate to customers in real-time, United Airlines – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – is using Artificial Intelligence (AI) tools to send travellers information about their trip. AI is one of the three key themes of the FTE Hub in 2024, alongside Robotics and the Internet of Things (IoT).
United now texts customers links to local, live radar maps during weather delays, as part of its effort to give travellers as much real-time information as possible about their trip, especially if things don’t go as planned. For the past few years, the airline has used dedicated teams to write and send text messages to customers that give near-instantaneous details about a given flight – everything from gate changes and boarding times to more specifics regarding aircraft swaps, crew rescheduling and weather events – and the teams now use Generative AI tools to assist in giving more travellers real-time updates during flight delays.
United’s latest innovation – real-time radar maps – can help customers understand how inclement weather in one part of the country can impact a flight elsewhere.
“With more people travelling this summer than ever, we wanted to give our customers an easier way to stay connected to real-time information about their flight and texting was the simplest solution,” said Jason Birnbaum, Chief Information Officer, United. “We know customers appreciate transparency and by combining innovative technology-enabled tools with people power, we can give more people, even more in-the-moment details about their flight.”
Hear more from United Airlines at FTE Global – the “CES of Aviation” – taking place in Los Angeles on 28-30 October 2024. Kristen Berndt, Senior Manager, Baggage Strategy & Innovation, United Airlines, is participating in a session titled ‘No Hands or Tags on Bags – is this the future of baggage handling?’ The panel will share ideas and views around how feasible a future without tags and workforce touching bags could be.
