United launches industry-first automated standby feature to ease travel disruptions

The app allows customers who are rebooked to a later flight after a travel disruption to stand by for up to three earlier flights. The airline automatically monitors availability behind the scenes and sends a text notification when a seat becomes available.

United announced an industry-first mobile app feature that gives customers more flexibility and options when travel plans are disrupted.

The app allows customers who are rebooked to a later flight after a travel disruption to stand by for up to three earlier flights. The airline automatically monitors availability behind the scenes and sends a text notification when a seat becomes available.

The new feature is rolling out just in time for the busy Labour Day travel weekend; more than 3.4 million people are expected to fly United between September 3-8, about 300,000 more than last year. More than 85% of the airline’s customers use the airline’s mobile app on the day they travel, making digital tools an increasingly important part of how customers manage disruptions and navigate their journey.

Jennifer Schwierzke, Vice President of Customer Operations, Strategy & Execution at United, said, “During disruptions, customers can keep their confirmed itinerary and stand by for three additional flights. We work behind the scenes to monitor availability and alert customers as soon as a seat becomes available.”

The feature expands the airline’s portfolio of self-service recovery tools, which allow customers to automatically rebook flights, receive meal and hotel vouchers when eligible and track checked bags during disruptions – all without having to wait in line to speak to an agent.

Recent mobile app updates include the use of Digital ID in Apple Wallet, which offers a secure and private way to add and use an ID in Apple Wallet using information from their U.S. passport, to make it easier to enroll in TSA PreCheck® Touchless ID right in the United app; Expansion of "Where is my plane coming from?" app feature by showing customers their inbound aircraft directly on the flight status page, providing insight into where their plane is before departure; introduction of Transportation Security Administration (TSA) security wait time estimates at U.S. hub airports, giving customers greater visibility into airport security lines before heading to the airport; and Personalised app feature 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 notifications powered by United's Connection Saver technology if the airline is able to hold a departing flight for those with an extra-tight connection.