Summary:
- United Airlines pilots real-time TSA security wait time feature in mobile app to enhance passenger planning.
- Data-driven insights across major U.S. hubs improve transparency and optimise airport journey decision-making.
- Expanded app functionality supports end-to-end digital travel experience, from bag tracking to rebooking.
United Airlines is introducing a feature on its mobile app with estimated Transportation Security Administration (TSA) security wait times, using data collected by the airline. As part of a new pilot programme, the feature provides regular wait time updates throughout the day, giving travellers timely information on airport security lines and helping them plan their travel with confidence.
In the ‘Travel’ section of the United mobile app, customers can view security wait times for the airline’s U.S. hub airports in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco and Washington D.C. United will provide estimated wait times for specific lanes – including standard security and TSA PreCheck – throughout terminals serving United customers, allowing them to choose the option that works best for them.
“We appreciate the work and professionalism of our TSA agents, and while most began receiving back pay earlier this week, the U.S. Department of Homeland Security shutdown continues and people want to stay informed about expected security wait times at our airports,” said Jason Birnbaum, Chief Information Officer, United Airlines. “Our customers rely on our mobile app for all their travel needs, and this new feature lets them know what to expect and better plan their trip.”
The United mobile app now includes:
- Day-of travel features: New suite of features that include a Virtual Gate, package-delivery-style bag tracker, United Club ‘closest and best’ feature and more.
- Personalised connection: Features that make catching connecting flights easier, including personalised, turn-by-turn directions to connecting gates with estimated walk times, real-time flight status updates, tips for longer layovers and a heads up if United is able to hold the plane for those with an extra-tight connection.
- Bag tracking enhancements: Integrated Apple’s Share Item Location for AirTag, so customers everywhere who travel with an AirTag or Find My network accessory can seamlessly share the accessory location with United’s customer service team to help locate their luggage in the event that it is mishandled.
- Automatic rebooking assistance: Rather than standing in line to speak with an agent or manually searching for alternatives, United’s self-service tools automatically provide travellers with personalised rebooking options, baggage tracking details, and, when eligible, meal and hotel vouchers if their flight is delayed or cancelled.
- Real-time weather updates: United texts real-time radar maps to help customers understand how inclement weather in one part of the country can impact a flight elsewhere. United is the first and only U.S. airline currently providing its customers these kinds of specific messages and the airline is sending them with assistance from gen AI tools.
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