The best mobile app we have is, for employees, is our technicians iPad. “For example, we have a digital council, where, last summer, we had an intern make a presentation to the council that influenced our thinking. “We are really focused on making sure people that have good ideas have places to talk about them,” Jojo said. Ideas EverywhereĪsked how ConnectionSaver was created and built, Jojo noted that it came from internal discussions. United Airlines Chief Digital Officer Linda Jojo with Michael Boyd at Boyd IAFS in Las Vegas. The ConnectionSaver tool takes into account factors such as the time it will take for late connecting customers to travel gate-to-gate as well as the impact the hold may have on other flights and customers. It’s designed to ensure that those who have already boarded the aircraft arrive at their destination on time.ĬonnectionSaver also sends personalized text messages to every connecting customer (who has opted in to receive notifications) with clear directions to the gate for their connecting flight and information about how long the walk will take.Īmong other features, the technology automatically scans flights for customers who are making tight connections to determine if the connecting flight can be held without inconveniencing other customers.
The offering is embedded in the carrier’s branded mobile app and automatically identifies departing flights that can be held for connecting customers. In June, United debuted ConnectionSaver after four months of beta testing. It’s not only for the day of travel, but when it comes to any of the changes a passenger might encounter.” “Our app is pretty easy to get and you can make all those changes. “We think you should just use our app,” Jojo said. That simplicity also underlies the emphasis on keeping passenger communications within the app, as opposed to tapping outside messaging platforms like WhatsApp. Later, she explained United’s drive toward simplicity involves keeping as much tech development in-house among its digital team. “Who likes waiting in lines?” Building Connections In-House “As we put Clear lines through more airports, it’ll make the airport security process more pleasant and reduce the friction of flying,” Jojo said on stage. Jojo also discussed the rollout of its app-based ConnectionSaver tool, its alliance with airport security scanner Clear, and Travel Inspiration, which offers personalized recommendations for MileagePlus loyalty members.įor United and Jojo, the motivation behind its tech focus is simple: to ease the major and minor inconveniences of the flying experience. The process includes the way the carrier is incorporating technologies such as artificial intelligence and machine learning and mobility to create more seamless communication from guests to gate agents.
“Digital transformation” is the current perennial topic at commercial aviation conferences, and while the term has a certain vague promise, United Airlines Chief Digital Officer sought to give the phrase more color and weight as she discussed the concept at Boyd IAFS in August.ĭuring her appearance on stage and in a press briefing afterward, Jojo offered details of United’s two-year digital transformation. ‘We built ConnectionSaver all in-house, but only because we had the building blocks in place to make it happen,’ said United Airlines’ Linda Jojo.