United uses AI to help passengers navigate tight airport layovers

United Airlines has launched an enhanced ConnectionSaver technology that uses artificial intelligence and real-time mapping to help passengers navigate tight layovers at its hub airports. The system can hold connecting flights at gates longer while providing passengers with turn-by-turn navigation directions through the airport, addressing one of air travel’s most stressful scenarios during the peak summer travel season.

How it works: The upgraded ConnectionSaver technology combines AI-powered flight management with detailed airport mapping to create a comprehensive connection assistance system.

• United can use AI and ground teams to hold connecting flights at gates for additional time without delaying the overall arrival, providing passengers with a countdown clock showing how much extra time they have.
• The system provides turn-by-turn navigation directions through United’s mobile app, including specific instructions like “take an escalator to a tunnel” or “hop on a tram to reach the gate.”
• In-flight crews are automatically notified when ConnectionSaver is activated for connecting passengers, ensuring coordinated assistance throughout the process.

Where it’s available: The enhanced ConnectionSaver technology is currently active at United’s major hub airports across the United States and internationally.

• The system operates at Newark, NJ; Chicago, IL; Denver, CO; Houston, TX; Los Angeles, CA; San Francisco, CA; Washington, DC; and Guam.
• David Kinzelman, United’s Chief Customer Officer, told TechRadar that the airline has “mapped all their facilities” and feels “really good about the maps that we have and the times and the distances” for accurate real-time navigation.

Additional features: United has integrated backup options and future enhancements to improve the overall passenger experience.

• If passengers miss their connection despite ConnectionSaver assistance, they can rebook directly through the United Airlines app and access customer service from the same platform.
• The airline is exploring integration with iPhone Live Activities to provide connection information without opening the app, with Kinzelman noting “we will at some point link the two.”

The bigger picture: This ConnectionSaver upgrade represents part of United’s broader 2025 technology strategy focused on reducing passenger stress points.

• United is simultaneously rolling out Starlink-powered Wi-Fi for gate-to-gate connectivity at no cost for MileagePlus rewards program members.
• The Starlink service is already installed on several United Express regional jets, with plans to cover the entire fleet by year-end and begin installation on larger mainline jets before 2025 concludes.