United Launches Virtual, On Demand Customer Service at Airports in USA

(31 Oct 2021) United Airlines' passengers will soon have access to virtual, on demand customer service at the airline's hubs, giving people a contact-free option to get real-time information and support.

The 'Agent on Demand' can be accessed on any mobile device via a call, text or video chat, and has been trained to answer questions on everything from seat assignments to boarding times.

The Agent on Demand service is currently available at Chicago O'Hare and Houston's George Bush International Airports and is rolling out to United's other hubs by the end of year.

"We know how important it is for our customers to have more options for a contactless travel experience and this tool makes it easy to quickly receive personalized support directly from a live agent at the airport while maintaining social distancing," said Linda Jojo, United's Executive Vice President for Technology and Chief Digital Officer. "Agent on Demand allows customers to bypass waiting in line at the gate and seamlessly connect with customer service agents from their mobile device, ensuring they continue to receive the highest levels of service while also prioritizing their health and safety."

How it works:

Customers can scan a QR code displayed on signage throughout United's hub airports, or access the platform through self-service kiosks at select gate areas at Chicago O'Hare and Denver International Airports. From there, customers will be connected to an agent by phone, chat or video, based on their preference.

Customers can ask any question they would typically direct to a gate agent, including questions on seat assignments, upgrades, standby list, flight status, rebooking and more.

Translation has been integrated into the chat function allowing customers to communicate with agents in more than 100 languages. Customers can type in their preferred language and the messages will be automatically transcribed in English for the agents and in the selected language for the customer.

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