Seamless Travel From Airport to Cabin – Full Video
Photo Credit: United Airlines Chief Customer Officer David Kinzelman on stage at Skift Aviation Forum 2025. Skift
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United’s David Kinzelman discussed the importance of eliminating friction for travelers at Skift Aviation Forum 2025.
United's David Kinzelman wants to make flying more seamless.
The chief customer officer and senior vice president of airport operations sat down with Skift airlines editor Gordon Smith at last week's Skift Aviation Form in Fort Worth, Texas, to discuss how the carrier is working to eliminate various friction points.
One point of focus? Improving the customer experience in the lobby — somewhere "nobody wants to spend time" — by reducing agent interventions, Kinzelman said.
"It could be pets in cabin, or families, groups, all of these things that cause agents to have to come over and intervene and disrupt the customer flow," Kinzelman said. "We've actually eliminated our agent override at kiosks by 80% just by using digital automation to get prepared ahead of the journey. Have customers tell us how many bags they're bringing, allowing groups to check in with a single person as opposed to everyone having to be there, and the list goes on and on."
