An Innovative Seating Solution

Getting out of a middle seat on your next flight may be as simple as a tap away. United Airlines introduced a feature this spring that automatically moves passengers to a preferred seat when it opens up before departure. Now, new data shows this feature is working effectively. In July alone, United switched 18,000 passengers to their preferred seat, impacting nearly 40% of eligible customers, according to a company release.

How It Works

The seat-switching feature is available to passengers who utilize United’s mobile app. Within their reservation, they can select a preference for moving to a window or aisle seat. The app operates in the background to accommodate the request and makes the switch when a seat opens up. This feature removes the dread of constantly checking the seat map on the airline’s website in hopes that something better will become available.

Customer Experience

United’s example shows how a passenger initially assigned a window seat in the last row was moved several rows up to an aisle seat. “We’ll automatically assign it to you and update you with your new seat info,” United states on their website. Additionally, the airline has been proactive in other areas to enhance customer convenience. For example, during severe weather or operational difficulties, United takes steps to rebook passengers. In the last three months, 47 percent of passengers needing rebooking utilized automated or self-service options, as per the airline’s recent earnings report.

Maximizing App Features

Travelers who use the airline’s app also save an extra 30 minutes at the airport, on average, by leveraging features like the bag drop shortcut and turn-by-turn directions within the airport. This comprehensive approach by United highlights their commitment to improving the travel experience and making it as stress-free as possible.