United Airlines – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – has launched new, personalised mobile app features designed to make catching connecting flights easier.
Customers with connecting flights at United’s U.S. hub airports can now access a special section of the app that includes a countdown to connecting flights, customised turn-by-turn directions to their connecting gate with estimated walk times, real-time flight status updates, tips for longer layovers, and notifications if United’s ConnectionSaver technology has been activated to hold the plane for them.
These features are exclusive to the United mobile app and expand on the airline’s ConnectionSaver technology – an artificial intelligence (AI)-powered tool that has saved more than 3.3 million customer connections since launching in 2019. ConnectionSaver automatically identifies departing flights that can be held for connecting customers – without delaying the on-time arrival of the customers who have already boarded. Now, customers have full visibility into their connecting flights right on their phone screens.
United trialled these app features during a beta test period this spring, and during that time, more than 350,000 customers used the new features, achieving a 98% success rate making their connection.
“We know that giving people more information, in a transparent and easy-to-understand way, can help de-stress the connecting flight experience,” said David Kinzelman, Chief Customer Officer, United. “Our award-winning mobile app is a game-changer during travel, and with these new features, our customers will have even more real-time details about their flight and as a result, have an even better experience flying United.”
The new features are much more customer-facing and specify personalised details based on connection type, including:
- Comfortable Connections: travellers with comfortable connections are provided personalised status updates to make their connecting flights, including countdown to boarding, gate-to-gate directions and personalised tips to navigate large airports or long layovers such as United Club location details.
- Tight Connections: for travellers pressed on time during a connection, the suite of features provides key information to help them navigate to their connecting flight, including boarding time, walking time, gate number and more. Plus, they will get app notifications if their next flight is being held for them with ConnectionSaver, offering more transparency and peace of mind during their travel journey.
- Missed Connections: if travel doesn’t go as planned, customers automatically receive personalised re-booking options to get them back on their way, giving them options to rebook on a confirmed flight or join the standby list for earlier flights if a seat becomes available.
United will continue to evolve and advance these features to bring even more functionality to customers, including:
- Additional Languages: these features are currently available in English and Spanish, and the airline plans to launch additional languages in the future.
- Expanded Navigation Support: customers will soon be able to enable location services to show their current location at the airport and provide even more detailed, step-by-step directions, making it even easier to navigate through airports.
- Text Message Updates: United currently notifies customers who opt-in to receive text messages about flight delays and updates customers with connecting flights only if they have a tight connection. In the months ahead, United will deploy text messages to update customers with connecting flights in real time about their connecting flight status and relevant details to make their flights. These more personalised text message updates will provide additional transparency into customer travel plans, reassuring them if they have a comfortable connection or providing tips to navigate a tight or missed connection.
United Airlines CEO Scott Kirby to deliver exclusive keynote at FTE Global 2025
We’re excited to confirm that Scott Kirby, CEO of United Airlines, will deliver a keynote address at Future Travel Experience Global, co-located with APEX/IFSA Global EXPO, taking place on 9 to 11 September in Long Beach, California. Appointed CEO in 2020 during the most challenging period in the airline’s history, Scott has led United through a bold transformation – launching the United Next growth plan, committing to be 100% green by 2050 without relying on traditional carbon offsets, taking real action on diversity, equity and inclusion with the opening of the United Aviate Academy, and becoming the first major U.S. airline to offer free high-speed Starlink Wi-Fi. In this exclusive keynote interview, Kirby will offer an inside look at the strategy forging this incredible transformation, including the cultural and operational shifts that are rapidly accelerating the airline’s progress.
View the FTE Global Track 1 & 2 agendas >> Join us at FTE Global – the “CES of Aviation” – in LA, 9 to 11 September 2025 – registration live >>You may also be interested in
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