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United Airlines is rounding out its latest product push with a host of new travel-tech updates.
From integrating artificial intelligence into more parts of the journey to giving ConnectionSaver a major upgrade, there’s plenty here to get excited about.
These improvements are already in the works, and they’ll start rolling out in the coming months.
Here’s what’s coming to United.
Related: Inside United’s 3 new jets: Coastliner, A321XLR, and CRJ-450
AI trip planning
AI is everywhere, and while United CEO Scott Kirby told reporters that he doesn’t believe AI will replace humans at the airline, he did say United plans to deploy it across more of the travel experience.
To that end, United is building an AI-powered trip-planning and shopping tool that lets you enter your travel plans and have a virtual AI agent help you book the trip.
The experience will debut on United’s website and will presumably come to the mobile app later.
AI phone agents
This one might cause some United employees to hold their breath.
United will start using AI to answer basic customer service requests over the phone. The airline already does some of this via chat, but it now plans to extend those capabilities to its 1-800 line.
ConnectionSaver is getting smarter
United debuted ConnectionSaver in 2019. This software algorithm holds connecting flights for late-arriving passengers, provided that a departure delay won’t meaningfully disrupt the flight’s arrival.
In the coming months, ConnectionSaver will get smarter because United will allow travelers to share their live airport location with gate agents.
This way, gate agents will know exactly how far away you are from the gate. This will hopefully lead to more gate agents holding your flight for you as you get closer.
Seat preferences are already seeing results
United introduced a seat-preference feature in 2024.
If your preferred seat assignment isn’t available during booking, you can set an alert in the app. It’ll then automatically monitor your reservation and move you into your preferred seat (aisle or window) if it opens up.
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The airline says the feature has already achieved a 40% success rate, and it wants to push adoption even higher.
Automate the standby process
When things go wrong, United’s app already offers the most robust self-service tool for handling irregular operations.
It easily lets you rebook yourself on a different flight within seven days of a delayed or canceled one, as well as get your meal vouchers, hotel stays, and more.
The problem, however, is that your preferred replacement flight might not have any available seats. That used to mean listing yourself for standby and hoping for the best.
But in the coming weeks, United will debut Flight Finder, which will let you select your top three preferred flights without changing your confirmed itinerary.
If a seat opens up on a preferred flight, you’ll automatically be moved without additional work.
Personalized seatback screen
Another upcoming tech enhancement is a personalized seatback entertainment experience.
You’ll be able to log in to the seatback TV with your MileagePlus account, and then the system will tailor the experience to your preferences.
One of the headline features is Spotify integration. United says you’ll be able to log in to your Spotify account, sync your playlists, and pick up your podcast right where you left off.
Travel updates on your TV
Speaking of personalized screens, United’s inflight entertainment system will also begin showing travel updates in real time.
For example, if your connection gets delayed or canceled, you’ll receive a notification on the seatback TV. You’ll also see details of your rebooked itinerary and can make changes if necessary.
United will also display checked-bag status alerts on the screen.
As a big United flyer myself, I’m especially looking forward to a handful of these updates. The carrier’s tech has long been among the best in the business, and it seems like it’s only getting better from here.
For more about United’s latest updates, check out:
- First look at United’s new Elevated 787 with next-gen Polaris seats
- United just made its worst plane feel like a private jet
- First look: United’s new Polaris suite on the A321XLR and Coastliner
- United debuts Relax Row, a couch-style bed in economy
- 6 overlooked details about United’s new Coastliner Airbus A321neo
- Inside United’s 3 new jets: Coastliner, A321XLR, and CRJ-450
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“One of the headline features is Spotify integration. United says you’ll be able to log in to your Spotify account, sync your playlists, and pick up your podcast right where you left off.”
I feel like that’s… unnecessary with Starlink coming out with the exception of people who left their headphones at home and need to use UA’s. Otherwise, I’m not sure of the use case where I wouldn’t just use my phone – no Spotify login, no connecting my headphones to UA (assuming it’s BT), and the wifi is already free on my phone.
Is there a use case here I’m not thinking of?