United Airlines has rolled out a suite of new, customer-focused digital innovations designed to make travel—especially during busy holiday periods simpler, faster and more predictable.
The enhancements, now being deployed across the United app, leverage personalisation, real-time data and generative AI tools to help travellers navigate connections, manage disruptions and track their luggage with greater confidence.
The new features will be widely available ahead of the peak holiday travel season, reinforcing United’s commitment to improving the end-to-end customer experience through technology.
Personalised Connection Experience
One of the most notable upgrades is a more intuitive and personalised connection experience for customers navigating tight layovers. United’s app now offers customised, turn-by-turn directions to connecting gates, complete with estimated walk times tailored to each traveller’s itinerary.
In addition, customers receive real-time flight status updates, helpful tips for longer layovers, and proactive notifications when United is able to hold a connecting flight for passengers facing especially tight connections. These features are designed to reduce uncertainty and stress, particularly at large or unfamiliar airports.
Enhanced Bag Tracking with Apple AirTag Integration
United has also strengthened its baggage tracking capabilities by integrating Apple’s Share Item Location for AirTag feature. Customers travelling with an AirTag or Find My network accessory can now seamlessly share the location of their tracked item directly with United’s customer service team.
This enhancement allows United to locate and reunite customers with their luggage more quickly in the rare event of mishandled bags, offering greater transparency and peace of mind throughout the journey.
Automatic Rebooking and Disruption Support
To further streamline the travel experience during delays or cancellations, United’s self-service tools now automatically provide travellers with personalised rebooking options. Instead of standing in line or manually searching for alternatives, customers can access new flight choices directly through the app.
The system also delivers baggage tracking updates and, when eligible, digital meal and hotel vouchers—ensuring customers have immediate access to assistance when plans change.
Real-Time Weather Intelligence
In an industry first, United is now sending customers real-time radar maps via text message to help explain how weather conditions in one part of the country may affect flights elsewhere. These updates, powered by generative AI tools, provide greater transparency into the causes of delays and help customers better understand the broader operational picture.
United is currently the only U.S. airline offering this level of weather-specific, real-time communication directly to customers.
Rolling Out Ahead of Peak Travel
United confirmed that these new app features are already rolling out and will be fully available ahead of the holiday travel period, helping millions of travellers navigate one of the busiest times of the year with greater ease.