American and United focusing on new tools to make travel easier right now

Aug 4, 2020

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Airlines are doing whatever they can to help alleviate any stress people might have flying right now. Aside from implementing new cleaning procedures, adjusting in-flight service, making changes to seating policies and introducing flexible change and cancellation policies, they’ve also been upgrading their technology.

In June, American Airlines and United each made it easier to get help by adding new chat tools to their mobile apps. Now, the two airlines are making it easier to get common questions answered without even needing to chat with an agent.

Some of the most common questions from travellers right now revolve around safety and travel restrictions and that’s exactly what American and United’s new tools focus on.

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AA’s new tool

American has partnered with the company Sherpa to provide travellers with the latest travel and health restrictions. Travellers can enter what country they want to travel to and get information on border closures, personal protection requirements, quarantine requirements, health declaration forms and more.

(Photo by Sherpa)
(Photo by Sherpa)

You can currently access the tool by visiting American’s dedicated page on Sherpa’s website. However, venerable Twitter user @JonNYC reports that American will integrate it into the “Travel updates” page of the airline’s website soon. Based on Sherpa’s existing capabilities, American could also integrate the technology into its app at some point to automatically notify travellers of health and safety regulations an health assessments upon arrival at destination.

Other airlines that already use Sherpa’s tools include Condor, British Airways and Icelandair.

(Photo by Sherpa)

United’s new tool

United, on the other hand, is focusing on answering questions around cleaning and safety. As a part of the ‘CleanPlus’ initiative, passengers can text an automated assistant get answers to questions about masks, boarding procedures, United Clubs and more.

Per United, the automated assistant can answer questions like:

  • How is United keeping airports cleaner and safer?
  • Are United Club locations still open?
  • How can I prepare for an upcoming trip?
  • What is the quality of the air onboard a plane?
  • How are you cleaning and disinfecting your planes?
  • Are there any changes to service during flight?

To use this tool, text “Clean” to FLYUA (35982). Unlike the live chat tool, you don’t need United’s app to take advantage of this.

Bottom line

While not revolutionary by any means, it’s nice to see that American and United are investing in their technology to make travel easier. Delta, on the other hand, took a step backward when it suspended reservations assistance via social media in mid-June.

If these tools don’t solve your problems, be sure to check out our detailed guide for the best ways to quickly reach a customer service agent at each airline.

Featured image courtesy of United Airlines.

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