United Airlines have enhanced its ConnectionSaver tool to give passengers more control when managing disruption.
The AI-powered ConnectionSaver is designed to rebook passengers onto later flights if delays mean they miss their original connection. However, a fresh update now allows customers to bid for up to three earlier flights should ConnectionSaver have been too conservative in its estimates. If a seat becomes available, they can be promoted to another flight and reach their destination sooner.
The upgrade is launching in time for the Labor Day weekend in the US, always one of United’s busiest windows for travel. Customer Strategy & Innovation VP Jennifer Schwierzke said:
This feature reflects our commitment to making travel more seamless and less stressful for our customers. The feature builds on the growing suite of customer assistance tools [used] by 85% of our customers on the day they travel.
AI has been heralded as a useful tool for improving disruption management and providing better passenger support. However, the tech does not guarantee customer satisfaction: American Airlines’ AURA system faced backlash when it arranged new connecting flights that left customers with lengthy layovers, and the only way to change the automated choice was by directly calling the booking office.
United’s investment hopes to hand some power back to the customer, so that they don’t feel their travel is controlled by algorithmic whim, while preserving the general efficiency of AI-enhanced booking management. The carrier says 85% of their customers are already using their app, meaning the upgrade will reach a significant proportion of their customer base.
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