United Airlines leverages GenAI to improve customer satisfaction by providing live weather data for flight delays.
United Airlines, often criticized for its customer service, is making a small but potentially impactful change to enhance passenger experience. The airline now uses GenAI to send live radar maps to passengers when flights are delayed due to weather, aiming to keep them informed and satisfied.
United’s new messaging system provides real-time weather updates, explaining how inclement weather in one part of the country can affect flights elsewhere. Previously, dedicated teams manually crafted these messages. Now, AI generates and sends these updates, offering near-instantaneous details and freeing up staff for other tasks. Passengers can access weather maps in the United app under flight status updates, and radar maps are displayed at gates when delays occur.
This initiative addresses the frustration of passengers who might not understand why their flight is delayed, especially when local weather appears clear. By providing detailed information, United hopes to reduce complaints and improve its image. The airline is the first to offer such specific weather-related messages, setting a new standard for transparency in the industry.
Inspired by psychological principles from marketing, United’s strategy mirrors the success of the London Underground, which improved customer satisfaction by displaying wait times for trains. Instead of costly operational overhauls, United focuses on enhancing communication through AI, demonstrating care and attention to passengers’ needs.