| United Airlines has unveiled a major upgrade to its award-winning mobile app, introducing a suite of new, customer-centric features designed to save time, reduce uncertainty, and deliver a more seamless travel experience. The enhancements arrive as the world’s largest airline prepares to welcome more than 10 million travelers during the 2025–26 winter holiday season, its busiest on record. At the heart of the update is “Virtual Gate,” an innovative feature that gives travelers real-time boarding information directly on their phones. Instead of waiting near crowded gate areas, customers can now see which boarding groups are currently boarding, how many passengers have already boarded, and track progress through a clear visual bar. The feature brings transparency and convenience to one of the most stressful parts of air travel. United has also introduced a smart United ClubSM recommendation tool that helps eligible travelers find the “closest and best” lounge option. Using proximity to departure gates and real-time capacity data, the app recommends the most convenient United Club location. Capacity insights are currently available at Chicago O’Hare International Airport, with additional airports set to roll out across 2026. Another standout enhancement is an upgraded real-time baggage tracking experience, modeled after package delivery apps. Travelers can now follow their checked bags throughout the journey, seeing live location updates that provide reassurance and reduce anxiety. This feature builds on United’s existing leadership in baggage transparency and complements earlier integrations such as Apple’s Share Item Location for AirTag. The app’s new capabilities go beyond logistics, offering deeply personalized travel guidance. Customers receive tailored reminders and information based on their individual journeys, including tips for traveling with strollers or wheelchairs, alerts about required travel documents, and notifications about biometric boarding options where available. Upon arrival, travelers can access live local weather updates, estimated arrival times, and direct guidance for connecting with rideshare services at the destination airport. United has further strengthened the app with AI-supported navigation and prediction tools. These tools anticipate what information or features a traveler may need at each stage of their journey and surface them proactively. From gate directions and boarding updates to connection assistance, the app increasingly functions like a digital travel assistant, guiding customers step by step. “The more information our customers have, the more confident they feel about their trip, and that’s especially important during busy travel periods like the holidays,” said David Kinzelman, United’s Chief Customer Officer. “The United app delivers personalized, real-time updates throughout the journey, helping customers feel supported every step of the way.” United reports that more than 84% of its customers use the app on the day they fly, underscoring its central role in the airline’s customer experience strategy. During beta testing of the new features, travelers consistently highlighted improved transparency, time savings, and the value of real-time updates. The latest app enhancements build on United’s long-standing leadership in digital innovation and self-service tools. Over the years, the airline has introduced industry-first features such as personalized connection guidance with turn-by-turn directions and walking-time estimates, automatic rebooking tools that reduce the need to stand in line during disruptions, and real-time weather delay explanations supported by generative AI. United was also the first U.S. airline to send customers detailed radar-based weather updates via text, helping travelers understand how weather in one region can affect flights elsewhere in the network. These innovations reflect the airline’s broader commitment to transparency, efficiency, and customer empowerment. The new mobile app features are currently rolling out and will be widely available ahead of the peak holiday travel period, ensuring customers can take full advantage of the enhanced experience during one of the busiest travel windows of the year. |
About United Airlines
At United, Good Leads The Way. With major hubs in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco, and Washington, D.C., United operates the most comprehensive global route network among North American carriers. Measured by available seat miles, United is the largest airline in the world. United Airlines Holdings, Inc., the parent company of United Airlines, Inc., is publicly traded on the Nasdaq
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