Press release
United Launches Virtual, On Demand Customer Service at the Airport
New "Agent on Demand" platform gives customers live, fast, contactless access to information and assistance at all U.S. hubs; Call, text or video chat on any
About this update from United Airlines Holdings, Inc.
[{"type":"text","content":"New \"Agent on Demand\" platform gives customers live, fast, contactless access to information and assistance at all U.S. hubs;\n Call, text or video chat on any mobile device or at select United kiosks\n\n\nCHICAGO, Dec. 8, 2020 /PRNewswire/ -- United passengers will soon have access to virtual, on demand customer service at the airline's hubs, giving people an easy, contact-free option to get real-time information and support. Customers can access \"Agent on Demand\" on any mobile device to call, text or video chat live with an agent and get answers on everything from seat assignments to boarding times. Agent on Demand is currently available at Chicago O'Hare and Houston's George Bush International Airports and is rolling out to United's hubs by end of year. \n\n \n \n \n \n \n \n\n \n\"We know how important it is for our customers to have more options for a contactless travel experience and this tool makes it easy to quickly receive personalized support directly from a live agent at the airport while maintaining social distancing,\" said Linda Jojo, United's Executive Vice President for Technology and Chief Digital Officer. \"Agent on Demand allows customers to bypass waiting in line at the gate and seamlessly connect with customer service agents from their mobile device, ensuring they continue to receive the highest levels of service while also prioritizing their health and safety.\"\nHere's how it works:\nCustomers can scan a QR code displayed on signage throughout United's hub airports, or access the platform through self-service kiosks at select gate areas at Chicago O'Hare and Denver International Airports. From there, customers will be connected to an agent by phone, chat or video, based on their preference. Customers can ask any question they would typically direct to a gate agent, including questions on seat assignments, upgrades, standby list, flight status, rebooking and more. Agent on Demand provides an extra level of convenience to customers, who can now easily connect with an agent while anywhere in the airport instead of waiting in a line at the gate. Additionally, translation functionality is integrated in the chat function allowing customers to communicate with agents in more than 100 languages. Customers can type in their preferred language and the messages will be automatically transcribed in English for the...