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Airlines

United Plans New App But Is Weighing 'Creepy' Versus 'Personalized'

Dan Peltier

Photo Caption: Skift Airlines Business Reporter Brian Sumers, left, and United executive vice president of technology and chief digital officer spoke at Skift Tech Forum in Santa Clara, California on June 12, 2018. 

Skift Take

There are limits to how much an airline like United knows about you and that is comforting to some travelers. But putting the data it does have to good use remains a challenge, although we see nothing controversial about wishing someone a happy birthday.

It only takes 25 minutes for virtual chaos to ensue when any kind of consumer-facing problem arises at an airline, and not a single second is wasted getting the fix, according to Linda Jojo, executive vice president of technology and chief digital officer at United Airlines, who spoke at the inaugural Skift Tech Forum Tuesday in Santa Clara, California. "Something is probably wrong right now and I'm hopeful that no customers noticed," said Jojo. "Recovery time is about 25 minutes before you start to impact travelers and today we know the many ways travelers let us know when something has gone wrong." United has had its fair share of bad press during the past year for passenger-dragging and misplaced and fatal

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