United Airlines is preparing to upgrade its AI-powered “Every Flight Has a Story” program to provide passengers with real-time, automated explanations for flight delays. The initiative aims to utilize generative AI to communicate with customers directly, requiring “no human intervention”.
During a recent investor presentation, United CEO Scott Kirby outlined the airline’s vision to inform customers about flight disruptions in “clear, plain English”. To achieve this, the airline plans to send automated text messages and even maintenance videos detailing exactly what is happening with the aircraft and why it is delayed. Kirby explained that the core goal of the project is simple: “The goal I’ve set for the team is pretend I’m on the flight, and I’ve asked what’s going on with my flight. What would you tell me? I want to tell all of our customers that”.
The “Every Flight Has a Story” initiative originally launched in 2018 to give customers more context regarding their travel disruptions. In 2024, the program evolved to include a combination of generative AI and human “storytellers”. Now, United is pursuing a “brand new work path” that allows the AI to synthesize system data and explain the status of every flight entirely on its own.
Kirby expressed confidence that this “unique” AI infrastructure will significantly increase operational efficiency and build brand loyalty. “When we’re building that, we’re going to be able to run the airline better, a lot better than we could before,” Kirby stated, adding that the customer experience will “feel different than any other airline in the world”.
In addition to automating delay notifications, United is already successfully leveraging AI to manage passenger logistics through its ConnectionSaver tool. This system analyzes real-time flight and passenger data to determine whether a departing plane can be held for connecting travelers without risking an on-time arrival at its final destination.
Vincent Passafiume, United’s director of airport operations customer service, noted that the algorithm evaluates where arriving customers are coming from, flight times, and exactly how long a plane can wait on the tarmac. The technology has proven highly effective; as of a May report, the ConnectionSaver system had saved nearly 54,000 flight connections in Denver alone.