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United Launches Connection Saver Tool

by Megan Hill

Jul 30, 2019

United Airlines Boeing 787

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United Airlines added a new tool called Connection Saver, with hopes it will help customers connecting between flights.

The carrier launched the tool first in Denver (DEN) and Chicago (ORD). It 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.”

The tool scans flights for customers making tight connections “to determine if the connecting flight can be held without inconveniencing other customers.” The airline says the tool looks at factors like the time it will take for late connecting customers to travel gate-to-gate, as well as “the impact the hold may have on other flights and customers.”

It also sends personalized text messages to all connecting customers with directions to gates for connecting flights and estimated walk times.

United says the technology enabled 14,400 customers to make their connections, who would otherwise have been unable to do so, with flights being held for an average of six minutes. The tool is being added to all of United’s hubs by the fall, and to all airports it operates at in the future.

“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, United Airlines.

“Connection Saver 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.”

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