United Airlines launches new virtual agent-on-demand service

February 10, 2022

United Airlines recently introduced a new tool to help travelers manage “day-of-travel issues.” Access the new “agent on-demand” service from a cellphone, QR code, or computer. While waiting in line or before leaving home, travelers can use this tool for issues the day of travel and up to 24 hours before scheduled travel departure.

The new agent on-demand program enables travelers to skip the line at the information desk using one of the following methods: 

  • scanning one of the QR-codes displayed on United Airlines signage throughout the participating airports
  • accessing a self-service kiosk located in United gate areas - this will connect you with a live customer service representative
  • passengers can chat with airline representatives via call, text, or video.

Unlike calling United’s traditional 1-800 customer service number, the “virtual” United agents can assist with seat assignments, standby and upgrade lists, boarding times, as well as offer help with other relevant real-time customer travel questions and requests.

More stories on the new tool: