United Airlines said it will equip its customer service representatives in the company´s US-based hubs with Apple´s iPhone 6 Plus, enabling agents to meet customers´ needs more quickly while having access to additional operational information at their fingertips.
United will begin distributing the devices to its more than 6,000 hub-based customer service representatives next year. The 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 anywhere in the airport. Customer service representatives will also be able to assist customers with alternate flight options, helping employees at customer service locations provide additional attention to those with more complex needs.
Future enhancements will include 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.
United Airlines and United Express operate an average of nearly 5,000 flights a day to 352 airports across six continents.