United Airlines launched a new chat function – the United Automated Assistant – to give customers a contactless option to receive immediate access to information about cleaning and safety procedures put in place due to COVID-19.

 

Customers can text "Clean" to FLYUA (35982) and get answers to questions about masks, boarding procedures, touchless check-in options and more, without having to call, search online or wait in a line for an answer.

"The travel experience has changed a lot from just a few months ago – we've overhauled our safety and cleaning procedures and this new text functionality makes it easier for our customers to stay informed," said Linda Jojo, Executive Vice President for Technology and Chief Digital Officer. "Whether you want to know the latest about our social distancing and face covering policies or see how the boarding and deplaning process has changed, our Automated Assistant is designed to meet the customer where they are and get them answers in a simple, fast and easy way."

The airline is also taking steps to limit the overall number of people onboard and separate customers wherever possible. United switched to a larger plane 66 times a day in May and June, for a total of more than 4,000 flights during those months, creating more space onboard. As a result, the airline's consolidated average seat factor – or the percentage of occupied seats including customers and non-revenue passengers – was 38% in May; 57% in June and is expected to be about 45% in July, with less than 15% of flights operating with more than 70% seats filled, it said.

Several of the airline's precautionary measures to further ensure a cleaner environment include:

At Check-In

• Implementing temperature checks for every employee working at all stations throughout the airline's system
• Installing sneeze guards at check-in and gate podiums
• Promoting social distancing with floor decals to help customers stand six feet apart
• Becoming the first U.S. carrier to roll out touchless check-in capabilities for customers with bags

At the Gate

• Disinfecting high-touch areas such as door handles, handrails, elevator buttons, telephones and computers
• Providing hand sanitizer and disinfectant wipes
• Rolling out Clorox Total 360 Electrostatic Sprayers in select markets to disinfect gate areas at United's hub airports
• Enabling customers to self-scan boarding passes
• Boarding fewer customers at a time and, after pre-boarding, boarding from the back of the plane to the front
• Introducing real-time seat assignment update text and email notifications to further United's touchless airport experience

On Board

• Using electrostatic spraying to disinfect 95%+ of aircraft
• Disinfecting high-touch areas – such as tray tables and armrests – prior to boarding
• Reducing contact between flight attendants and customers during snack and beverage service
• Deplaning in groups of five rows at a time to reduce crowding