United CEO claims Starlink Wi-Fi and mobile app attract customers

United Airlines CEO Scott Kirby says Starlink Wi-Fi and mobile app help poach customers from rival airlines.

“It is hard to get brand-loyal customers to switch airlines, and while it is mostly anecdotal, we are seeing two important things happen”

Starlink Wi-Fi on 640+ aircraft by end of 2027

United has installed Starlink Wi-Fi on more than 640 aircraft and expects to make it available fleetwide by the end of 2027.

Starlink helps loyal customers switch airlines

Customers who are brand loyal to other airlines switch to United flights because of Starlink and stay due to better service and technology.

“One, customers who are brand loyal to other airlines and have flown them for years switch to a United flight solely because of Starlink.”

ConnectionSaver saves 3.3m connections since 2019

United’s ConnectionSaver AI tool has saved more than 3.3 million customer connections since its 2019 launch.

“ConnectionSaver is United’s artificial intelligence (AI)-powered tool that identifies departing flights that can be held for connecting customers without delaying the on-time arrival of those who have already boarded.”

Mobile app features for rebooked travelers

United added a mobile app feature allowing rebooked travelers to stand by for up to three earlier flights after disruptions.

“During the third quarter, United added to its mobile app a feature that allows customers who are rebooked to a later flight after a travel disruption to stand by for as many as three earlier flights and receive a text notification when a seat becomes available.”