United Airlines has launched a mobile app feature allowing customers rebooked after a disruption to stand by for up to three earlier flights, with the app automatically monitoring seat availability and sending a text notification when a seat opens up.
Feature automates disruption recovery process
Customers add themselves to the standby list for up to three eligible earlier flights to the same destination, then receive a text notification when a seat becomes available, with the option to switch while retaining their existing confirmed reservation until they decide. The feature removes the need to repeatedly check the app manually for open seats.
Jennifer Schwierzke, United’s vice president of customer operations, strategy and execution, said the tool is designed to reduce stress during disruptions. “During disruptions, customers can keep their confirmed itinerary and stand by for three additional flights. We work behind the scenes to monitor availability and alert customers as soon as a seat becomes available,” Schwierzke said.
Rollout timed to Labor Day travel peak
The feature launches ahead of the Labor Day travel weekend, with more than 3.4 million people expected to fly United between 3 and 8 September, around 300,000 more than the prior year. More than 85 per cent of United customers use the airline’s mobile app on the day they travel.
The standby feature adds to United’s existing self-service recovery tools, which include automatic rebooking, meal and hotel voucher issuance for eligible disruptions, and checked bag tracking. Other recent app updates include Digital ID in Apple Wallet for TSA PreCheck Touchless ID, real-time inbound aircraft tracking, TSA wait time estimates at US hub airports, personalised connection directions powered by ConnectionSaver technology, and integration with Apple’s Share Item Location for AirTag-equipped luggage.
For agents booking clients on United, the standby feature gives travellers a self-service way to shorten disruption delays without agent intervention, relevant for advisors managing client expectations around irregular operations on US domestic and connecting itineraries.
