United app adds new standby feature to help business travellers during disruption

United Airlines has introduced a new mobile app feature that allows customers disrupted onto a later flight to join standby lists for up to three earlier services, while keeping their confirmed booking until an alternative seat becomes available.

For UK-based business travellers flying with United, particularly those travelling within the US or connecting through one of the airline’s American hubs, the feature could make disruption considerably easier to manage. An earlier flight can make the difference between reaching a meeting on time and losing several productive hours waiting at an airport, while the ability to retain a confirmed seat removes some of the risk involved in searching for a better alternative.

The new functionality means eligible customers can add themselves to the standby list for up to three earlier United flights to the same destination. United’s technology then monitors those flights automatically for available seats, rather than requiring the traveller to repeatedly check availability themselves.

If a seat becomes available, the airline sends the customer a text message. Crucially, travellers retain their existing confirmed reservation while they are waiting and can decide whether to switch to the earlier service once an alternative seat becomes available.

Jennifer Schwierzke, Vice President of Customer Operations, Strategy & Execution at United, said:

"This feature reflects our commitment to making travel more seamless and less stressful for our customers. 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."

Paul Baker, Sales Director of Global Travel Management, said:

"Disruption can have a much greater impact on a business traveller than simply arriving a few hours late. It can mean a missed meeting, a lost working afternoon or an onward itinerary being disrupted, so anything that gives travellers more options while protecting their confirmed booking is a welcome development."

The new feature forms part of a wider range of self-service disruption tools available through the United app. Customers can already use digital tools to receive personalised rebooking options, access meal and hotel vouchers when eligible and track checked baggage without having to queue to speak to an airline representative.

United has also been adding functionality designed to make journeys easier before and during travel. Its app can provide information about where an inbound aircraft is coming from, estimated security waiting times at its US hub airports and personalised assistance for passengers making connections.

For connecting passengers, that assistance includes turn-by-turn directions to the next departure gate, estimated walking times, real-time flight information and notifications when United’s ConnectionSaver technology is being used to hold a departing aircraft for passengers making particularly tight connections. Customers using an AirTag or another Find My network accessory can also share the location of misplaced baggage with United’s customer service team.

Digital tools are becoming an increasingly important part of the United travel experience. The airline says more than 85% of its customers use its mobile app on the day they travel, highlighting the growing role that real-time information and self-service technology can play when journeys do not go according to plan.

For business travel in particular, where delays can affect meetings, connections and carefully planned schedules, being able to identify and secure an earlier alternative without giving up an existing confirmed flight provides travellers with useful additional flexibility.

If you would like further information about travelling with United Airlines or how these changes could affect your business travel plans, please contact your Global Travel Management Account Manager.