A United Airlines aircraft taking off from Barcelona Airport
Every flight delay happens for a reason, but passengers don’t always get the full story. United Airlines is working to change that, using a combo of human storytellers and generative AI to give fliers more context and make a frustrating experience a bit more bearable.
Say you’re in San Francisco waiting for a flight to Tucson. In the past, you might have gotten a generic message saying there’s a delay because the plane arrived later than expected. Now, AI can scan flight systems and, after a quick review from a human, send an alert letting you know the backup was caused by runway construction at SFO.
The AI-assisted messages mark an evolution for Every Flight Has a Story, an initiative United launched in 2018 to give customers more information when things go wrong. United knows that more transparent messaging about flight issues can build trust with passengers, and providing even small…
