United Airlines is taking passenger transparency to the next level with the introduction of real-time radar maps and AI-powered updates for weather delays. Just in time for a record-breaking Fourth of July weekend, the airline is rolling out a new feature that sends customers text messages with links to local, live radar maps during weather-related delays. This initiative builds on United’s ongoing commitment to providing travelers with real-time updates about their journeys, particularly when disruptions occur.
For years, United has been using dedicated teams to craft and send timely text messages to passengers, offering details about flight status changes, including gate alterations, boarding schedules, aircraft replacements, crew adjustments, and weather conditions. Recently, these teams have begun utilizing generative artificial intelligence (gen AI) tools to enhance their ability to deliver immediate updates to an even larger number of passengers during flight delays.
United Airlines’ newest feature, real-time radar maps, enables customers to see how adverse weather conditions in one region can affect flights in other areas. This allows passengers to understand the bigger picture and how weather can impact their travel plans. United stands out as the only U.S. airline offering such detailed messages to its passengers, using advanced generative AI tools to facilitate the process.
“With more people traveling 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, United’s Chief Information Officer. “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.”
The introduction of these innovations coincides with United Airlines anticipating its busiest Fourth of July weekend ever, expecting over five million passengers to travel between June 28 and July 8, a more than 7% increase from last year. Specialized customer service teams are stationed in the network operations center alongside flight operations teams, utilizing generative AI (gen AI) to analyze flight data and craft comprehensive messages explaining flight changes. These messages are delivered to customers via text or email to provide more relevant information about alterations in flight plans.
During weather disruptions, messages will include links to live local radar maps, detailing weather conditions along flight routes. This feature helps passengers understand how weather in one region can affect flights in another. Additionally, customers can access weather maps through the United app under flight status updates, and radar maps are displayed at the gate during weather-related delays.
By leveraging technology and its dedicated customer service teams, United Airlines is striving to enhance passenger experience and provide greater transparency during potentially stressful situations. This proactive approach to communication, especially during peak travel periods, is likely to be appreciated by passengers seeking real-time information and updates on their flight status.
