The enterprise mobility deal will enable United agents — in the company’s U.S.-based hubs — to solve more customer issues anywhere in the airport.
United Airlines and United Express operate an average of nearly 5,000 flights a day to 352 airports across six continents. In 2014, United and United Express operated nearly two million flights carrying 138 million customers.
To improve customer experience, United will start distributing the large smartphones, which are not gaining momentum in several markets, to its more than 6,000 customer service representatives next year. Apple iPhones will enable agents to assist customers who have checked into their flights with several pre-departure actions, including printing boarding passes and baggage tags.
In addition, customer service representatives will be able to assist customers with alternate flight options, helping employees at customer service locations provide additional attention to those with more complex needs.
Tools to provide full check-in capabilities in airport lobbies and the ability to offer customers much of the same functionality as traditional airport kiosks will also be added.
Jon Roitman, United’s senior vice president of airport operations, said: “We have seen great success with the custom-made tools on the iPhone 6 Plus and believe expanding the use of a smart phone device with other applications is a great investment in our employees.”