United introduces Virtual Customer Service at the airport

United Airlines has introduced a new service that connects passengers with live agents via phone, chat or video.

The Agent on Demand service allows United passengers access to virtual, on demand customer service at the airline’s hubs. This gives passengers an easy, contact-free option to get real-time information and support.

Passengers can access “Agent on Demand” on any mobile device to call, text or video chat live with an agent and get answers on everything from seat assignments to boarding times.

Agent on Demand is currently available at Chicago O’Hare and Houston’s George Bush International Airports and is rolling out to United’s hubs by end of year.

How it works

Passengers scan a QR code displayed on signage throughout United’s hub airports, or access the platform through self-service kiosks at select gate areas at Chicago O’Hare and Denver International Airports.

From there, they are connected to an agent by phone, chat or video, based on their preference.

Passengers can ask any question they would typically direct to a gate agent, including questions on seat assignments, upgrades, standby list, flight status, rebooking and more.

The chat function allows passengers to communicate with agents in more than 100 languages. Passengers type in their language and the messages are automatically transcribed in English for the agents and in the selected language for the passenger.

The technology allows a variety of United agents to respond to inquiries, giving gate agents more time to provide service to passengers, and complete other critical pre-departure tasks.

DEN Live Agent

Last month Denver International Airport introduced a new service, DEN Live Agent, where passengers can chat live to a customer service agent via video.

N.B. Image credit: United Airlines

Internet links

United Airlines (UA)