United Airlines has rolled out a series of updates to its mobile app designed to streamline the holiday travel experience for passengers. The new features focus on providing real-time information, personalized assistance, and improved tracking throughout the journey.
Virtual Gate Updates for Smoother Boarding
One of the most significant additions is the “virtual gate” feature, which eliminates gate crowding by displaying live boarding group updates and a progress bar showing how many passengers have already boarded. This addresses a major pain point for travelers who dislike waiting in congested areas, particularly during peak seasons.
Optimized Lounge Access with “Closest and Best” Feature
For United Club members, the app now includes a “closest and best” feature that recommends nearby lounges based on proximity and crowd levels. Currently available at Chicago’s O’Hare International Airport (ORD) with plans to expand to other locations by 2026, this tool will help travelers avoid overcrowded lounges and find the most convenient option.
Enhanced Bag Tracking and Personalized Assistance
The airline has also upgraded its bag tracking system, now offering “package-delivery-style” updates that show the real-time location of luggage at each stage of the trip. Additionally, the app provides personalized information for travelers, including wheelchair assistance details, stroller check reminders, travel document verification (passports, visas), and biometric boarding options where available.
Improved Arrivals Information for Seamless Connections
Finally, the app now offers enhanced arrivals data, such as local weather conditions and step-by-step instructions for connecting to ride-hailing services at specific airports.
“The more information our customers have, the more confident they feel about their trip,” says David Kinzelman, United’s chief customer officer. “The United app gives travelers personalized, 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.”
The updates are currently being rolled out to users, so those who don’t see them yet should update their app through their phone’s app store.
These changes reflect a broader trend in the airline industry toward leveraging technology to improve passenger experience and reduce friction during travel. The real-time tracking and personalized assistance features aim to empower travelers with greater control over their journey, addressing concerns about lost luggage, missed connections, and chaotic boarding processes.
