United Airlines Texts Live Radar Maps and Utilizes AI for Real-Time Weather Delay Updates

By Brian k Neal

United Airlines now sends customers links to local, live radar maps during weather delays, as part of its effort to provide travelers with as much real-time information as possible about their trips, especially when disruptions occur. For several years, the airline has utilized dedicated teams to send text messages to customers, offering near-instantaneous details about flights – including gate changes, boarding times, aircraft swaps, crew rescheduling, and weather events. These teams now use generative artificial intelligence (gen AI) tools to assist in providing real-time updates to more travelers during flight delays.

United’s latest innovation, real-time radar maps, helps customers understand how inclement weather in one part of the country can affect flights elsewhere. United is the first and only U.S. airline currently offering this service, and it is using gen AI tools to send these specific messages.

“With more people traveling this summer than ever, we wanted to give our customers an easier way to stay connected to real-time information about their flight, and texting was the simplest solution,” said Jason Birnbaum, United’s Chief Information Officer. “We know customers appreciate transparency, and by combining innovative technology-enabled tools with people power, we can provide more in-the-moment details about their flight.”

The release of these innovations comes as United anticipates its busiest Fourth of July weekend on record, with more than five million passengers flying between June 28 and July 8, a more than 7% increase compared to last year.

Specialized customer service teams at United’s network operations center work alongside flight operations teams, using gen AI to review flight data and compose customer messages that provide comprehensive details about flight changes. These messages are sent via text or email to offer helpful and relevant information about why flight plans are changing.

During weather events, messages include links to local, live radar maps showing weather details across flight paths. This helps customers stay informed about weather-related delays and understand how weather in one area can impact flights elsewhere. Additionally, all customers can access links to weather maps in the United app under flight status updates, and United displays radar maps in gate areas when flights are delayed due to weather

United has long led the airline industry in implementing new technologies and policies to increase customer transparency. Key initiatives include:

• Automatic Rebooking Assistance: United’s self-service tools automatically present travelers with personalized rebooking options, bag tracking information, and meal and hotel vouchers (when eligible) if their flight is delayed or canceled, eliminating the need to wait in line or search for new options.
• Real-Time Flight Updates: United is the first and only U.S. airline to provide customers with real-time access to their boarding pass, gate and seat number, and a countdown clock to departure time directly on their phone screens, without needing to open the United app.
• Free Family Seating: United offers a dynamic seat map feature that makes it easier for children under 12 to sit next to an adult in their party for free, even for travelers in Basic Economy, making it the first and only airline to do so.
• No Change Fees: In August 2020, United eliminated change fees, offering more flexibility for travel plans, and introduced complimentary standby travel, becoming the only U.S. airline that allows all customers in all classes of service to fly same-day standby for free.