CHICAGO\u2014United Airlines recently launched a new chat function\u2014the United Automated Assistant\u2014to give customers a contactless option to receive immediate access to information about cleaning and safety procedures put in place due to COVID-19. Customers can text “Clean” to FLYUA (35982) and get answers to questions about masks, boarding procedures, touchless check-in options and more, without having to call, search online or wait in a line for an answer. The United Automated Assistant is one of many recent innovations that have been developed to modernize the airline’s service and create a more seamless experience for our customers. This launch follows another recently announced digital product that allows United customers on standby and upgrade lists to receive text notifications once they have been cleared and assigned a seat, saving them time and further limiting person-to-person interactions.<\/p>\n
“The travel experience has changed a lot from just a few months ago\u2014we’ve overhauled our safety and cleaning procedures and this new text functionality makes it easier for our customers to stay informed,” said Linda Jojo, executive vice president for Technology and chief digital officer. “Whether you want to know the latest about our social distancing and face covering policies or see how the boarding and deplaning process has changed, our Automated Assistant is designed to meet the customer where they are and get them answers in a simple, fast and easy way.”<\/p>\n
The United Automated Assistant answers customers questions like:
\n–\tHow is United keeping airports cleaner and safer?
\n–\tAre United Club locations still open?
\n–\tHow can I prepare for an upcoming trip?
\n–\tWhat is the quality of the air onboard a plane?
\n–\tHow are you cleaning and disinfecting your planes?
\n–\tAre there any changes to service during flight?<\/p>\n
The United Automated Assistant is part of the airline’s United CleanPlus program, an effort to put health and safety at the forefront of the entire customer experience, that includes partnerships with Clorox and the Cleveland Clinic, a mandatory mask policy, electrostatic spraying, touchless check-in capabilities and a first-of-its kind, pre-boarding health self-assessment for passengers.<\/p>\n
This week, United started requiring customers to wear a face covering in the more than 360 airports where the airline operates around the world, in addition to onboard the aircraft, and is now running the high-efficiency particulate air (HEPA) filtration systems at full strength on all mainline aircraft during the entire boarding and deplaning process, helping to mitigate the risk of spreading COVID-19. <\/p>\n
Earlier this month, United debuted new text alerts for passengers on standby and upgrade lists. Cleared upgrade and standby customers, who have opted-in to receive text notifications about their flights, will now receive a text message asking them to refresh their boarding pass on the United app, where they will be able to find their seat assignment and boarding information. This new process will help further minimize touchpoints between gate agents and customers to create a more touchless travel experience. Other measures put in place include:<\/p>\n
–\tLimiting Number of Passengers on Board<\/p>\n
–\tThe airline is also taking steps to limit the overall number of people onboard and separate customers wherever possible. United switched to a larger plane 66 times a day in May and June, for a total of more than 4,000 flights during those months, creating more space onboard. As a result, the airline’s consolidated average seat factor\u2014or the percentage of occupied seats including customers and non-revenue passengers\u2014was 38% in May; 57% in June and is expected to be about 45% in July, with less than 15% of flights operating with more than 70% seats filled.<\/p>\n
–\tWhen United flights are less full, the airline’s advanced automated seating tool assigns seats in a way that maximizes the space on board\u2014and the distance between customers. And since May, United has been contacting customers via email and through the United app\u2014as much as 24 hours in advance\u2014if their flight is expected to be more than 70% full and gives them options to switch to different, less full flights for no additional fees. Customers also have the option to cancel their flight and receive a credit for future travel. To date, the overwhelming majority of customers choose to keep their travel plans the same.<\/p>\n
In addition to the vital initiatives mentioned above, several of the airline’s precautionary measures to further ensure a cleaner environment include:<\/p>\n
At Check-In<\/p>\n
–\tImplementing temperature checks for every employee working at all stations throughout the airline’s system
\n–\tInstalling sneeze guards at check-in and gate podiums
\n–\tPromoting social distancing with floor decals to help customers stand six feet apart
\n–\tBecoming the first U.S. carrier to roll out touchless check-in capabilities for customers with bags<\/p>\n
At the Gate<\/p>\n
–\tDisinfecting high-touch areas such as door handles, handrails, elevator buttons, telephones and computers
\n–\tProviding hand sanitizer and disinfectant wipes
\n–\tRolling out Clorox Total 360 Electrostatic Sprayers in select markets to disinfect gate areas at United’s hub airports
\n–\tEnabling customers to self-scan boarding passes
\n–\tBoarding fewer customers at a time and, after pre-boarding, boarding from the back of the plane to the front
\n–\tIntroducing real-time seat assignment update text and email notifications to further United’s touchless airport experience<\/p>\n
On Board<\/p>\n
–\tUsing electrostatic spraying to disinfect 95%+ of aircraft
\n–\tDisinfecting high-touch areas \u2013 such as tray tables and armrests \u2013 prior to boarding
\n–\tReducing contact between flight attendants and customers during snack and beverage service
\n–\tDeplaning in groups of five rows at a time to reduce crowding
\n–\tProviding customers with hand sanitizer and disinfectant wipes, and onboard items including pillows and blankets upon request. (PR)<\/p>\n","protected":false},"excerpt":{"rendered":"
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