Instead of spending time in long lines waiting to speak to a gate agent at the airport, United Airlines is bringing a virtual agent to your phone.
Chicago-based United announced Tuesday that it has launched a new "Agent on Demand" feature that allows travelers to access a real-life customer service agent on-demand via their mobile device. It allows users to access a customer service rep via video chat, call or text, and handle inquiries like seat assignments, upgrades, standby list, rebooking and more, United said.
Agent on Demand is currently available at Chicago's O'Hare Airport and Houston's George Bush International Airport. It's rolling out to other United hubs by the end of the year.
Users can access the feature by scanning a QR code that's displayed on signage in United's airports, or through self-service kiosks at select gate areas. The idea is to give passengers a contact-free way to connect with a gate agent, while also saving time by not waiting in line. United added that translation functionality is integrated in the chat function to accommodate more than 100 languages.
United says it's the first airline to debut the new Agent on Demand technology.
"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," Linda Jojo, United's executive VP for technology and chief digital officer, said in a statement.
