United Airlines App Adds Standby Feature

United Airlines has launched a new feature in its mobile app that allows passengers to place themselves on standby for alternative flights during disruptions. The feature lets customers keep a confirmed seat on a rebooked flight while listing for standby on up to three earlier options.

How the Standby Feature Works

When a flight is cancelled or severely delayed, United automatically rebooks passengers. The new tool lets those passengers also list for standby on other flights. The app then monitors seat availability and sends a text alert if a spot opens. The passenger can then choose to take the earlier flight or stay on their confirmed itinerary.

Impact on Non-Rev Travelers

With more revenue passengers able to claim last-minute seats via the app, fewer seats may be available for airline employees who fly on standby. An industry observer described a scenario where a staff traveler sees an open seat, only for it to be taken by a passenger switching from their standby list.

Statements and Digital Tools

Jennifer Schwierzke, United's Vice President of Customer Operations, Strategy & Execution, explained the feature. "During disruptions, customers can keep their confirmed itinerary and stand by for three additional flights," she said. Schwierzke added that the feature reflects a commitment to making travel "more seamless and less stressful."

The standby feature is part of a broader suite of digital tools within the United app. The airline has invested heavily in IT, incorporating several passenger-focused features.

Around 84% of United passengers use the app on their travel day. This penetration is below that of Ryanair, which the source attributes to Ryanair's policy of requiring online check-in to avoid fees. Ryanair had wanted to mandate mobile app boarding passes but later confirmed free paper passes could still be printed at the airport after online check-in.

The virtual gate feature aims to reduce congestion at physical gates by providing boarding updates directly to passengers' phones. It shows which group is boarding and includes a live progress bar. The report finishes by noting that non-rev travel "isn't for the faint-hearted" and that the game "is getting harder."