Travelers to Receive Flight Disruption Vouchers via Mobile Phones from United Airlines

United Airlines has announced a new measure to address customer service bottlenecks and long hold times at call centers. Starting soon, the airline will send meal and hotel vouchers directly to passengers’ phones. This will allow affected travelers to access their vouchers easily through the airline’s app or website, avoiding the need to stand in line or call an agent. In addition to rebooking flights, passengers will be able to track their bags and retrieve vouchers using their smartphones. According to Linda Jojo, United’s chief customer officer, this update is aimed at reducing stress for passengers and improving overall customer experience.

The meal vouchers will be provided in the event of flight disruptions lasting at least three hours, caused by the airline’s own issues such as maintenance or technology problems. Hotel vouchers will be offered when travelers are forced to stay overnight due to delays or cancellations caused by the airline. However, these vouchers do not apply to disruptions caused by weather conditions.

While this digital voucher system is intended to streamline the process for most passengers, United acknowledges that some travelers may not be comfortable or able to use smartphone technology and rely on the airline’s app. Jojo emphasizes the importance of supporting both technically-savvy individuals and those who are less familiar with digital tools.

It is worth noting that customer compensation and benefits during flight disruptions have gained attention from the Biden administration. The Transportation Department plans to propose new regulations that would require airlines to compensate passengers for delays and cancellations. Flight statistics from last year indicate that a small percentage of flights were canceled or delayed during a specific time period, with a similar trend observed this year.