United Airlines now texts passengers links to local, live radar maps during weather delays with real-time information about their trip, especially when things do not go as planned.
The airline has previously used dedicated teams to write and send text messages to customers that give near-instantaneous details about a given flight – from gate changes and boarding times to more specifics regarding aircraft swaps, crew rescheduling and weather events.
However, the teams now use generative AI tools to assist in giving more travellers real-time updates during flight delays.
United's maps can help customers understand how inclement weather in one part of the country can impact a flight elsewhere. The airline says it is the first and only US airline currently providing its customers with specific messages such as these.
"With more people travelling than ever, we wanted to give our customers an easier way to stay connected to real-time information about their flight, and texting was the simplest solution," said Jason Birnbaum, United's Chief Information Officer.
