United Airlines has today announced that it will be providing over 6,000 customer service representatives at its U.S. based hubs with an iPhone 6 Plus. This would enable the agents to meet customers’ needs more quickly while having access to additional operational information at their fingertips, notes the press release. The company has said that it will begin distributing the devices to its customer service representatives early next year
United’s agents will be able to assist customers who have checked into their flights with several pre-departure actions using their iPhones, as well as print boarding passes and baggage tags anywhere in the airport. The airline’s 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. “Our employees told us they needed better tools to serve our customers, especially during severe weather and busier travel times,” said Jon Roitman, United’s senior vice president of airport operations.
“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.”
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.
Last year, United Airlines had distributed the iPhones to its flight attendants as well.