Customer Story
United Airlines takes flight with ‘in the moment’
actionable insights
United Airlines: Leading the skies and setting the standards
United Airlines is a Fortune 100 company with more than 90,000 employees worldwide and is the world’s largest airline by available seat miles (ASM). United operates one of the most comprehensive global route networks, serving more than 150 million passengers annually
Drive excellence in passenger experience and operational efficiency
United Airlines aims to equip its workforce with the right digital tools to deliver tailored experiences to each passenger, elevate customer satisfaction, and optimize operations.
Provide a consistent and superior customer experience across all touchpoints
Enhance airline operations and streamline support services for passengers with connecting flights
Facilitate hassle-free travel while adhering to COVID-19 regulations
Improve customer service with real-time insights and coordinated response
Build a modern data platform on the cloud to fuel in-the-moment actionable insights
United is dedicated to building a modern cloud-native data platform, serving as a robust foundation to centralize data, scale DataOps, enable analytics, optimize existing use cases, and swiftly onboard new ones.
Harness all the data, at rest or in motion, for data-driven decision making
Empower everyone with real-time insights so that they can multiply their business impact
Leverage no-code self-service frameworks to accelerate time-to-insights and time-to-market
Improve analytics affordability and reuse across business units
Existing platforms limitations hinder United's ability to scale and drive innovation
20 TB daily incoming data @ input velocity of 50,000 events/second
The legacy platform’s data retention limitations and internal complexities made it difficult to foster data-driven innovation at scale
Difficulties in managing multiple real-time data streams
It was difficult to manage and operationalize ingestion across 100 data streams using the existing data platform
Search and analysis restricted to a limited window
With data logs available over a limited window of 2 days, identifying customer behavior patterns and anomalies was a challenge
Inability to accelerate innovation
The airline relied on batch processing, hand coded data pipelines, and complex configurations; very few use cases were onboarded in a year
Gathr delivers significant data breakthroughs: Expansion, speed, and scalability
Handle real-time data at scale
Gathr allowed the airline to easily ingest, cleanse, and enrich, high volumes of data in real time
Rapid application development
Gathr’s self-service, drag-and-drop features helped United set up ~100 data pipelines quickly to power multiple downstream applications
Increased automation across data journeys
The switch from a config-driven approach to a no-code solution with out-of-the-box operators, connectors, and solution templates reduced TTM significantly
Easy ingestion from 40+ data domains
Gathr’s ready to use connectors helped United easily ingest data from a mix of legacy and modern data sources
More data for historical trend analysis
Gathr enhanced historical data and trend analysis capabilities with access to data over a longer time period
15X
Expansion in the capacity to analyze data (from 2 days to 30 days data)
4TB/day
Data processed by Gathr’s data pipelines
45X
Faster data retrieval as compared to previous solution
2X
More pipelines were added from the previous year
Transforming operations and empowering workforce through data-driven innovation
Flight operations
Significantly improved connecting flight operations – by streamlining baggage rerouting, gate management, turn compliance, and by providing real-time insights to airport supervisors to better assist connecting passengers
Customer Support
Empowered agents, virtual and on-ground, to provide prompt assistance to customers in rebooking, upgrades, wayfinding, overnight accommodation, and more
COVID compliant check-ins
Ensured swift and seamless check-ins for passengers by digitalizing and automating the COVID compliance verification process – including vaccination certificates, travel history, self-declarations, and many other mandatory steps
Wi-Fi optimization and management
Improved visibility into WiFi network performance helped the team optimize the QoS, leading to uninterrupted operations and enhanced user experience
Dynamic Pricing
Optimized and improved revenue management, fares, seat availability and distribution, all in real-time, by accurately predicting demand, leveraging insights into customer behavior, and analyzing many other external factors
1Mn+
customers didn’t have to wait in a queue
2K+
agents enabled with real-time insights
5 mins
or shorter call wait time
1Mn+ customers didn’t have to stand in a line at a lobby, gate, customer service center, baggage office, or a club.
United Airlines
