Airlines aim to retain their travelers through new tools that provide quick and effective solutions while respecting the social distancing of current times. United has implemented «Agent on Demand», an app that can be launched from any mobile device and connects travelers with customer service agents through live chat or video to solve queries ranging from available seats to boarding times.
The service is currently provided at George Bush Houston and Chicago O’Hare International Airports, and the company is aiming to launch at all remaining United hubs before the end of the year.
«Agent on Demand enables customers to avoid waiting at the door and seamlessly connect with customer service agents from their mobile device, ensuring they continue to receive the highest levels of service while prioritizing their health and safety «stated Linda Jojo, United Executive Vice President of Technology and Chief Digital Officer.
How does it work?
Passengers must access the platform by scanning a QR code that will be duly marked at the airports where United operates, or from self-service terminals located in special areas of the Chicago O’Hare and Denver airports.
The advantages of this type of service are the ease of resolving queries to travelers without having to wait in line while freeing up boarding agents to better assist other critical pre-flight issues faster. United was the first airline to implement this technology and, through a translator for more than 100 languages, it provides the necessary flexibility so that everyone can resolve issues such as seat assignments, updates, waiting lists, flight status. and reservation changes.
All these features compend a series of innovations to improve customer service, as well as improvements in the mobile application for people with visual disabilities, alerts for stranded passengers, and constant updates to contribute to social distancing.
SourceUnited
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