United Airlines Introduces Hotel Hub Tool to Replace Hotel Vouchers During Delays and Cancellations

By Kurt Stolz on 4 November 2020
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United Airlines introduced Hotel Hub, a touchless online solution that is intended to help customers select a hotel in the event of irregular operations, or IRROPs, such as delays or cancellations.

Travelers impacted by a delay or cancellation that is within the airline’s control will receive a text message or e-mail directing them to Hotel Hub.  Delays or cancellations due to weather, for example, are outside the airline’s control and accommodations are not offered. Once in Hotel Hub, a traveler can browse through a list of available hotels for that airport and make a selection, at no cost to the passenger.  The new system makes it unnecessary to see an agent at the airport, and it will provide meal vouchers at the same time, but only for those for whom a hotel room is also being provided.

Hotel Hub is rolling out as a pilot at United’s U.S. hubs, namely at Chicago, Denver, Houston, Los Angeles, Newark, San Francisco, and Washington, D.C.

The airline said it plans to roll the system out to 46 additional airports early next year.

(Photo: Accura Media Group)

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