CHICAGO — United Airlines says that when flights are delayed or cancelled, it will use its app to send customers rebooking options and, in some cases, coupons for meals and hotel rooms.
United said Thursday it began testing the service on its app late last year and found it reduced the number of people waiting in lines at airports to speak with airline agents.
Airlines are under pressure from the Biden administration to improve customer service. The Department of Transportation recently said it would start drafting new rules to require passengers to be compensated when the airline causes delays and cancellations.
United’s director of customer service, Linda Jojo, said the app’s new features would save time and reduce stress for travelers because “we know things don’t always go as planned.”
So far this year, United has canceled about 5,400 flights, or 1.3% of its schedule, which is in line with the industry average, according to figures from FlightAware.com. Nearly another 100,000 United flights this year were at least 15 minutes late.
