Unite Airlines customers
at Chicago O’Hare and Houston’s George Bush Intercontinental airports can now
communicate with customer service representatives through their mobile devices,
eliminating the need to speak to someone in person at the gate or counter for
services such as seat assignments, upgrades and rebooking.
The “Agent on Demand” service will roll out to
all of United’s hubs by the end of this month.
"We know how
important it is for our customers to have more options for a contactless travel
experience and this tool makes it easy to quickly receive personalized support
directly from a live agent at the airport while maintaining social
distancing," says Linda Jojo, United's
executive vice president for technology and chief digital officer.
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"Agent on Demand
allows customers to bypass waiting in line at the gate and seamlessly connect
with customer service agents from their mobile device, ensuring they continue
to receive the highest levels of service while also prioritizing their health
and safety."
Customers connect to an agent by scanning a QR code displayed on
signage or by using a self-service kiosk at select gate areas. Then they choose
whether to communicate via text, voice or video call.
The text option
includes translation functionality so communication is possible in more than
100 languages.
United
recently redesigned its
mobile app to make travel easier for people
with visual disabilities, introduced text alerts for passengers on standby
and upgrade lists to reduce person-to-person interaction, and enabled a chat function to give customers a contactless option to
receive immediate information about cleaning and safety procedures.