United Airlines has launched ConnectionSaver, a
new tool dedicated to improving the experience for customers
connecting from one United flight to the next.
ConnectionSaver automatically identifies departing
flights that can be held for connecting customers, while ensuring
those who have already boarded the aircraft arrive at their
destination on time.
ConnectionSaver 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
"Through improved technology and our dedication
to running a reliable operation, customers with tight connections
are making their flights. With summer travel picking up, as many
as 150,000 customers will make connections on United flights every
day and our goal is to provide our employees and these customers
with the most up-to-date information to make connecting as
stress-free as possible," said Toby Enqvist, chief customer
officer at United.
United launched its ConnectionSaver tool on all
flights at Denver International Airport in February, and then
expanded it to Chicago O'Hare International Airport – two of the
airline's busiest hubs with thousands of connecting customers
During the past four months, more than 14,400
customers, who would have otherwise missed their connections, were
able to make their flights thanks to ConnectionSaver. Flights that
were held for connecting customers were delayed an average of six
This ConnectionSaver technology will expand to the
airline's hubs by this fall and to all other airports that United
operates at in the future.
"ConnectionSaver only works if it allows us to
care for as many customers as possible – without inconveniencing
others – and that's exactly what this technology has shown
it can do. We're determined to capitalize on as many opportunities
as possible to better serve and care for our customers and that's
part of what sets United apart from our competitors," said Enqvist.
The ConnectionSaver program also includes text
notifications personalized for customers making connections
through the airline's hub airports, that will help them navigate
and travel efficiently to the gate for their next flight. Once
customers land at their connecting airport, they will receive a
text message that tells them the gate where they are arriving, the
gate where they will depart and the expected travel time between
the two gates. The texts will also include a link with
step-by-step directions to the next gate and a map of nearby
Earlier this year United added more detailed and
helpful connection information to its reimagined mobile app.
Customers using the latest version of the app will be prompted
with information about their arrival and departing gates and a map
of the airport once they land.