United Airlines has launched an “Agent on Demand” tool that connects travelers to live agents via phone, text or video chat while at the airport.
Designed to provide service with social distancing, travelers can access the agents by scanning a QR code on signs throughout United’s Chicago and Houston hubs, which gives them options to connect to an agent by the method of their choice. Agents can act as gate agents, providing information such as seat assignments, upgrades, flight status and rebooking options. The chat option also has translation functionality, enabling travelers to chat with agents in more than 100 languages.
In addition to the signs, the platform also is available at United’s self-service kiosks at gates in Chicago. United plans to make the platform available in all of its hub airports by the end of the year, including its self-service kiosks at gates in Denver.