“United Airlines is committed to delivering positive traveler experiences that begin with front line engagements during all points of the passenger journey – from check-in to departure to destination,” said Dee Waddell, Global Managing Director, Travel & Transportation Industries, IBM. “This enhanced strategy with mobile solutions from IBM and Apple allows United Airlines employees to tap into the right information at the right time to instantaneously address the needs that matter most to passengers.”
With data and insight at their fingertips, flight attendants will have greater visibility into which customers are connecting in order to assist them in finding their gates upon arrival. Customer service agents, long tied to their work stations and gate podiums, will have more freedom to move about the concourse assisting customers instead of being tied to a fixed position. Those are just some of the ways that fliers will enjoy a more tailored, customer-friendly travel experience once the apps reach the field.
"We want to put our employees in a position to deliver exceptional service at every step of the travel experience,” said United’s vice president of operations technology Jason Birnbaum. "We have incredible employees out in the field who rely on technology to help our customers. The mobile solutions and working closely with IBM and Apple enables us to provide innovative solutions for them on an unprecedented scale.”
United Airlines is leveraging Mobile at Scale for iOS, a new IBM app design and development model for the rapid development and deployment of multiple iOS apps. This unique, integrated approach enables United to work closely with IBM to quickly and efficiently design, develop, deploy and maintain iOS apps over their lifecycle. Apps will be seamlessly integrated with United’s core enterprise processes, equipping employees with the expertise, solutions and data to change how they work. United will also have access to IBM Studios in multiple cities, as well as a dedicated IBM iX team specializing in design, development and integration team to rapidly deliver new apps that are tailored specifically to support the needs of United’s employees.