Fliers find pros and cons in getting more specifics on delayed and canceled flights
- United Airlines is providing more information to travelers about flight delays and cancellations.
- The airline sends frequent updates via texts, emails, mobile alerts, and electronic signs at the gate.
- United aims to be transparent and give passengers as much information as possible.
- The carrier goes to greater lengths than other airlines to explain flight delays in real time.
- United recognized the industry’s loose relationship with the facts regarding delays and cancellations.
- The airline began testing more detailed passenger messages before the pandemic.
- United’s focus is now on providing information about individual flights rather than Covid precautions.
- The airline enlists AI to help craft messages to passengers.
- United’s customer-satisfaction scores have improved since sharing more information with passengers.
- The airline is also providing more context around weather delays.
United Airlines is taking a unique approach to flight delays and cancellations by providing passengers with more information. Unlike most carriers that simply inform passengers of delays, United goes into detail about the reasons behind the delays through frequent updates via texts, emails, mobile alerts, and electronic signs at the gate. The airline aims to be transparent and give passengers as much information as possible, even when the delay is United’s fault. United Chief Executive Scott Kirby believes that this level of transparency goes a long way in building trust with customers.nnCompared to other U.S. airlines, United goes to greater lengths to explain flight delays in real time. The airline recognized that the industry as a whole sometimes lacks transparency when it comes to delays and cancellations. United is achingly transparent in their explanations, providing detailed information about crew reports and other factors that contribute to delays.nnUnited began testing more detailed passenger messages before the pandemic, and as travel started surging back in 2021, the focus shifted to providing information about individual flights rather than Covid precautions. The airline now sends crafted messages to passengers on about 20% of delayed flights, with the help of AI technology. These messages are designed to provide personalized updates based on the same information collected by the airline’s storytellers, who work in the operations center. Flights delayed at least an hour generally receive the personal treatment, while airport-wide issues receive canned messages.nnUnited’s efforts to share more information with passengers have resulted in improved customer-satisfaction scores. While specific details about delays may not instantly make passengers happy, they can help alleviate frustration and make passengers more understanding of the situation. United’s newest push is to provide more context around weather delays, including weather maps to show travelers the storms or bad weather affecting their flights.nnWhile some passengers may feel overwhelmed by the volume of messages, United’s research shows that most passengers appreciate receiving more information. The airline acknowledges that not all passengers pay attention to every message, but believes that providing more information is beneficial overall in building trust and improving the travel experience.·
Factuality Level: 2
Factuality Justification: The article provides detailed information about United Airlines’ efforts to provide passengers with more information during flight delays and cancellations. However, it contains unnecessary details, digressions, and anecdotes that are tangential to the main topic. The article lacks depth in analyzing the potential drawbacks or criticisms of United’s approach, presenting a one-sided view of the situation.·
Noise Level: 3
Noise Justification: The article provides detailed information about United Airlines’ efforts to communicate flight delays and cancellations to passengers. It includes quotes from United’s CEO and a frequent flier, as well as statistics on the airline’s on-time performance. The article also mentions the use of AI in crafting messages and the impact on customer satisfaction scores. However, the article contains some repetitive information and anecdotes that do not significantly contribute to the main topic.·
Public Companies: United Airlines (UAL), Delta Air Lines (DAL)
Key People: Scott Kirby (Chief Executive), Henry Harteveldt (Travel Analyst), Jason Birnbaum (Chief Information Officer), Jad Boutros (Cybersecurity Expert)
Financial Relevance: No
Financial Markets Impacted: No
Financial Rating Justification: This article does not pertain to financial topics or events that impact financial markets or companies. It discusses United Airlines’ efforts to provide more information to passengers about flight delays and cancellations, but it does not have direct financial relevance.·
Presence Of Extreme Event: No
Nature Of Extreme Event: No
Impact Rating Of The Extreme Event: No
Extreme Rating Justification: There is no mention of any extreme event in the article. The focus of the article is on United Airlines’ efforts to provide more information to passengers about flight delays and cancellations.·
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