United Saves 40,000 Customers from Missed Flights

Making your way to an event can be stressful. One of the most stressful things can be making sure you get there on time­—sometimes, this is out of your control. United Airlines knows this, so they’ve created a tool to alleviate some of that traveling stress. Although the airline has had some mishaps in the past, they took a step in the right direction when they created ConnectionSaver this past summer.

In a press release on June 10, Toby Enqvist, chief customer officer at United said, “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.”

Through advanced technology, flights are automatically scanned for customers who are making tight connections to determine whether a flight can be held or not. Now, this is done along with ensuring already-boarded passengers arrive at their destination on time. ConnectionSaver also sends every connecting customer (who opted to receive text notifications) directions to the gate of the connecting flight and an estimated time of arrival to the gate. According to USA Today, flights held were delayed an average of six minutes.

Anika Gupta, United’s vice president of domestic network planning, has said that United has saved the connections of roughly 40,000 travelers thus far. Initially, the tool was pushed out through Denver International Airport (DEN) and Chicago O’Hare International Airport (ORD), two of United’s busiest hubs. ConnectionSaver tech is set to expand to United’s other hubs this fall.