Real-Time Data: Airlines Look to Flight Tracking Systems to Enhance Customer Experience
Improving Visibility into Flight Operations
As air travel demand rebounds following the pandemic lows, airlines are looking for new ways to improve customer service and rebuild passenger trust. One area of focus has been implementing flight tracking systems that provide real-time visibility into flight operations from departure to arrival. These systems aggregate data from multiple sources to map out the progress of each flight and notify passengers of any delays or issues in real-time. Airlines view this level of transparency as key to managing passenger expectations and addressing concerns promptly.
United Airlines introduced a Flight Tracking Systems map on its mobile app and website in 2021, powered by a third-party provider. Passengers can now see the scheduled and actual pushback times from the gate, takeoff and landing times, as well as track the flight path. The system automatically detects flight delays and proactively notifies passengers. This has helped reduce customer service inquiries and provided timely rebooking options when delays are significant. It has also improved gate agent communications for irregular operations like diversions or cancellations.
American Airlines is beta testing a similar flight tracking feature after receiving positive feedback on United's system. Their goal is to expand real-time flight status beyond just departure and arrival times listed in a text-based flight schedule. Visualizing the progress on an interactive map helps passengers feel more in control when delays occur due to factors like weather. It holds airlines accountable for communicating disruptions openly instead of vague delay notifications.
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