United Airlines Introduces Live Radar Maps and AI Updates for Weather Delays

United Airlines Enhances Real-Time Communication with Live Radar Maps and AI Technology

United Airlines has launched a new service to keep travelers informed during weather delays by texting links to local, live radar maps. This innovation is part of United's ongoing efforts to provide passengers with real-time information about their flights, particularly during disruptions.

Innovative Customer Communication

Real-Time Weather Updates

United now texts customers links to live radar maps during weather delays, making it the first U.S. airline to offer such specific real-time updates. These maps help customers understand how weather in one region can affect flights in another.

AI-Powered Messaging

For the past few years, United has used dedicated teams to send real-time updates via text, covering everything from gate changes to crew rescheduling. Now, these teams utilize generative artificial intelligence (gen AI) tools to provide more travelers with instant updates during flight delays.

Enhancing the Travel Experience

Customer-Centric Technology

"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. This approach combines innovative technology with human expertise to deliver detailed, timely information to passengers.

Record-Breaking Travel Weekend

The release of these innovations coincides with United’s busiest Fourth of July weekend on record, with over five million passengers expected between June 28 and July 8, a 7% increase from the previous year.

How It Works

Operations and AI Collaboration

Specialized customer service teams, located in the network operations center, work alongside flight operations teams. They use gen AI to review flight data and craft detailed messages explaining flight changes. These messages are sent via text or email to provide customers with relevant information about their flights.

Weather Event Notifications

During weather events, messages include links to live radar maps, helping customers stay informed about weather-related delays. Customers can also access these maps through the United app and see radar maps displayed at the gate during delays.

United's Commitment to Transparency

Leading Innovations

United has pioneered several industry-first technologies and policies to enhance transparency and customer service, including:

• Automatic Rebooking Assistance: Personalized rebooking options, bag tracking, and meal and hotel vouchers are automatically presented to travelers if their flight is delayed or canceled.
• Real-Time Flight Updates: United provides real-time access to boarding passes, gate and seat numbers, and countdown clocks to departure directly on passengers' phones.
• Free Family Seating: United offers a dynamic seat map feature that allows children under 12 to sit next to an adult in their party for free.
• No Change Fees: In August 2020, United eliminated change fees and introduced complimentary standby travel for all customers.