United Airlines introduced two digital tools aimed at cutting down airport wait times for passengers with tight connections.
Automatic waitlist speeds up rebooking after disruptions
The carrier rolled out the feature on September 1, following a similar launch on September 2 for a separate service, targeting travelers who need to catch earlier flights after a delay.
According to the filing, about 85 % of customers open the airline’s app on the day of travel, a usage rate that encouraged a tech‑focused solution for peak periods.
During the Labor Day weekend the carrier expects to handle roughly 3.4 million passengers, an increase of 300 000 compared with the previous year.
When a passenger’s itinerary is shifted to a later departure, the new tool lets them join an automatic queue for up to three earlier flights that still have seats.
The system monitors availability and sends a text message the moment a spot opens, removing the need for constant app checks.
“This feature reflects our commitment to make travel smoother and less stressful for our customers,” said Jennifer Schwierzke, vice‑president of Customer Operations, Strategy & Execution.
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The queue joins existing self‑service options such as automatic rebooking, meal vouchers, hotel assistance, and baggage tracking.
Recent additions also include real‑time inbound aircraft tracking and a TSA security wait‑time monitor, a first among major U.S. carriers.
Pre‑order meals and essentials at Newark gate
At Newark Liberty International Airport, the airline is testing a service that lets passengers order food, drinks, and basic travel items through the app and pick them up from a shelf near the boarding gate.
The pilot covers selected flights serving up to nine gates in Terminal C (C125‑C138), both domestic and international.
Travelers receive a notification before boarding and can choose from sandwiches, salads, snacks, beverages, over‑the‑counter medication, travel pillows, or charging cables.
“The moment right before boarding is when a passenger wants quick access to food without hassle,” explained David Kinzelman, chief customer officer of the airline.
The experiment is being run with OTG and local eateries Nonna’s Kitchen and Victory Grill.
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Plans call for expanding the service to Houston later this year, potentially adding national brands and integrating ordering prompts into in‑flight entertainment screens.
While the two tools address different parts of the airport experience, both rely on the same mobile platform that most travelers already use.
Industry observers might see the automatic queue as a modest step toward more dynamic seat management, though its impact will depend on how often seats actually become available.
Similarly, the pre‑order shelf could reduce lines at terminal concessions, but its success will hinge on passenger willingness to plan meals before reaching the gate.
If the pilot proves popular, the carrier could roll the service out to additional hubs, turning gate‑side shelves into mini‑stores for a broader range of items.
Future updates may tie the ordering system to real‑time flight data, allowing the app to suggest items based on expected boarding time.
For now, the airline says the experiments will run through the fall season, after which it will assess usage metrics before committing to a wider launch.