United launches virtual airport customer service

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United launches virtual airport customer service
Wed December 09, 2020

New "Agent on Demand" Platform Gives Customers Fast, Contactless, Live Access to Information and Support

United passengers will soon have access to virtual on-demand customer service at airline hubs, giving people an easy, contactless option for real-time information and support. Customers can access the "Agent On Demand" on any mobile device to call, text or video chat live with an agent and get answers on everything from seat assignments to boarding times. Agent on Demand is currently available at Chicago O'Hare and George Bush Houston International Airports and will roll out at United hubs by the end of the 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, Executive of United Vice President of Technology and Chief Digital Officer. "Agent on Demand enables customers to avoid waiting at the door and seamlessly connect with customer service agents from their mobile device, ensuring they continue to receive the highest levels of service while prioritizing their Health and security".

Is that how it works:

Customers can scan a QR code displayed on signage at all central United airports, or access the platform through self-service kiosks in select gate areas at Chicago O'Hare and Denver International Airports. From there, customers will connect with an agent by phone, chat, or video, depending on their preferences. Customers can ask any questions they would normally direct to a gate agent, including questions about seat assignments, updates, waiting list, flight status, reservation change, and more. Agent on Demand provides an additional level of convenience to customers, who can now easily connect with an agent from anywhere in the airport instead of waiting in line at the gate. Also, 

United was the first airline to introduce this technology, which allows a variety of United agents to respond to inquiries, giving gate agents more time to provide attentive service to customers and complete other tasks. criticism prior to departure.

Agent on Demand is the latest of many new technologies the airline has introduced to create a more secure and seamless experience for customers. United recently redesigned its mobile app with new enhancements designed to make travel easier for the visually impaired, introduced text alerts for waiting passengers and update lists to reduce person-to-person interaction, and debuted a new chat to provide customers with a contactless service. option to receive immediate access to information on cleaning and safety procedures.


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