United is leading the industry in providing travellers with as much real-time information as possible about their journey, especially if things don’t go as planned, and as part of that effort, it now emails clients access to local, live radar maps during weather delays.

In the last few years, the airline has deployed specialised teams to compose and dispatch text messages to patrons providing almost real-time information about a particular flight – ranging from gate modifications and boarding schedules to more detailed information about aircraft replacements, crew rescheduling, and meteorological conditions.

These teams are now utilising generative artificial intelligence (gen AI) technologies to help provide more passengers with real-time updates during flight delays.

Customers may better understand how bad weather in one area of the country can affect a flight in another by using real-time radar maps, United’s most recent invention. With the use of advanced artificial intelligence (AI) technologies, United is the sole American airline offering its patrons these kinds of targeted communications at this time.

Here’s how it works:

• Specialized customer service teams sit in the network operations center alongside the flight operations teams and tap gen AI to review flight data and write customer messages that tells the complete story of a flight change. These messages are sent to customers through text or email in an effort to provide more helpful and relevant information about why flight plans are changing.
• During weather events, messages will include links to local, live radar maps showing weather details across flight paths. This helps customers stay informed on weather-related delays, including showing how weather in one part of the country can impact a flight elsewhere. Plus, customers on all flights can access links to weather maps in the United app under flight status updates, and United displays radar maps in the gate area when a flight has been delayed due to weather.