United Airlines launches new mobile app features to deliver personalised, real-time travel experiences

United Airlines has launched a new suite of features within its award-winning mobile app, designed to save customers time and further enhance the travel experience across the world’s largest airline. The updates focus on real-time information, personalisation and AI-supported navigation, helping travellers move through each stage of their journey with greater confidence and ease.

A key new feature is the ‘Virtual Gate’, which provides real-time updates on which boarding groups are being called, alongside a progress bar showing how many passengers have already boarded. This allows customers to track boarding without waiting in crowded gate areas.

United has also introduced a United Club ‘closest and best’ function, which recommends nearby United Club locations based on a customer’s gate location and lounge capacity. Capacity insights will initially be available at Chicago O’Hare International Airport (ORD), with plans to expand to additional airports in 2026.

Baggage tracking has been upgraded with a package-delivery-style tracker that shows the real-time location of bags throughout the journey. Customers will also receive more personalised updates, including guidance for travelling with strollers or wheelchairs, reminders about required travel documents, biometric boarding options and arrival information such as live local weather and instructions for connecting to rideshare services.

The app enhancements are powered by AI-supported navigation tools that predict which features will be most useful to customers at different points in their journey, tailoring content to individual needs. These upgrades come as United expects to welcome more than 10 million customers during the winter holiday travel period, the busiest in the airline’s history.

“The more information our customers have, the more confident they feel about their trip - and that's particularly important during the holidays,” said David Kinzelman, United’s Chief Customer Officer. “The United app gives travellers personalised, real-time updates during their entire travel journey, helping our customers feel like they have a personal assistant guiding them every step of the way.”

More than 84% of United customers use the app on the day they fly. During beta testing, customers reported valuing the transparency, time savings and real-time communication delivered by the new features.

United has a long track record of digital innovation aimed at increasing self-service and transparency. Previous app enhancements include a personalised connection experience with turn-by-turn directions between gates, estimated walking times, real-time flight updates and alerts when flights can be held for tight connections.

The airline has also expanded its baggage tracking capabilities by integrating Apple’s Share Item Location for AirTag, allowing customers to share accessory locations with United’s customer service team in the event of mishandled luggage. Automatic rebooking tools provide travellers with personalised alternatives, baggage details and, where eligible, meal and hotel vouchers following delays or cancellations.

In addition, United sends real-time weather delay updates, including radar maps, to explain how adverse weather in one region may affect flights elsewhere. These messages are supported by generative AI tools and are unique within the US airline industry.

The new app features are currently rolling out and will be widely available ahead of the peak holiday travel season, reinforcing United’s focus on delivering a smoother, more informed and more personalised travel experience for customers.

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