United Airlines has launched a significant update to its mobile application, introducing real-time estimated security wait times for passengers. The feature, now available on both iOS and Android, comes as a partial US government shutdown continues to impact staffing levels at Transportation Security Administration (TSA) checkpoints nationwide.
The airline stated the update aims to provide customers with greater certainty and allow for better trip planning. The wait time data covers specific security lanes, including standard screening and TSA PreCheck, at terminals serving United flights.
Enhanced Travel Planning Tools
In the app's "Travel" section, users can now view estimated wait times for United's seven U.S. hub airports: Chicago O'Hare (ORD), Denver (DEN), Houston George Bush (IAH), Los Angeles (LAX), New York/Newark (EWR), San Francisco (SFO), and Washington Dulles (IAD).
"We appreciate the work and professionalism of our TSA agents, and while most began receiving back pay earlier this week, the U.S. Department of Homeland Security shutdown continues and people want to stay informed about expected security wait times at our airports," said Jason Birnbaum, United’s chief information officer.
Comprehensive Suite of New Features
The update includes several other passenger-focused tools. For travellers with connecting flights, the app now provides personalised, turn-by-turn directions to their next gate, complete with estimated walking times and real-time status updates. It will also alert users if United can hold a departing aircraft for passengers with tight connections.
In cases of flight disruption, the app's self-service tools will automatically present rebooking options, along with details on baggage tracking and eligibility for meal or hotel vouchers, reducing the need to queue for an agent.
Integration with Apple's Ecosystem and Weather Data
United has integrated Apple's "Share Item Location" feature for AirTag, allowing customers to share their luggage's location via the Find My network directly with United's customer service team if a bag is lost.
Furthermore, the app will now send users text updates featuring real-time radar maps. This is designed to illustrate how severe weather in one region of the country can potentially affect flight schedules in another, providing broader context for delays.
The rollout of these features represents a continued investment by United in digital customer service solutions, particularly during a period of operational uncertainty caused by the ongoing partial government shutdown affecting key aviation security personnel.