2019 Winner Profile

United Airlines

Project Description:
When flights become overbooked, airlines ask for volunteers to take a different flight in exchange for compensation. This process can be stressful for employees and customers alike and can become costly for the airline. The Volunteer Solicitation program simplifies the process by providing automated options for customers, streamlines the operational impact on employees, and reduces costs. Customers can let United know, via the website, mobile app or airport kiosks, how much compensation in the form of travel vouchers they'd be willing to accept for their seat, in effect 'bidding' on the process. So far, the app has improved operational performance, reduced the risk of delays due to over booked flights, and generated significant savings.
Business Goal:
Customer Experience
Linda Jojo
Oscar Munoz
Chicago, IL
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