Former United Airlines executive shares simple phone setup that saves 30 minutes at the airport

Many travelers download their airline’s app before flying and then barely look at it.

But one former United Airlines executive thinks that may be a mistake.

Linda Jojo, who worked for the company for more than a decade and retired as its executive vice president and chief customer officer in January 2025, shared a simple phone setup she recommends travelers activate before heading to the airport.

Former United Airlines executive thinks travelers should change one setting

JoJo’s advice starts with what many frequent fliers already do: download the latest version of the United Airlines app.

But she told Travel + Leisure that iPhone users should take it one step further.

“If there’s a glitch… you really want to have the app and you want to have the latest version,” JoJo said. “And you want to enable Live Activity. If you have an Apple iPhone, the dynamic island will appear right on your screen.”

Live Activity allows information from supported apps to remain visible on the iPhone’s lock screen, rather than requiring users to repeatedly unlock the phone and open the app.

On compatible iPhones, information can also be displayed on Apple’s dynamic island at the top of the screen.

For United Airlines passengers, this means that some of the information that travelers spend the most time checking may remain immediately visible.

United’s Live Events feature can display the countdown to boarding, flight status, gate information, seat number and boarding pass information. The airline became the first US carrier to introduce Live Activity to iPhone in 2023.

This becomes especially useful when things change. The gate switch can appear without the passenger having to pay attention to the airport announcement or repeatedly refresh the app. The delay may update on the screen. Travelers can also see how much time is left before boarding as they walk through the terminal.

JoJo specifically highlighted glitches when recommending this feature because these are the times when timely information can save travelers from standing in the wrong line, going to the wrong gate, or waiting for an employee to explain what has changed.

United said more than 65 million travelers used its Live Activity feature in 2023, its first year of operation.

Live entertainment can save travelers about 30 minutes at the airport

Photo: FotoField / Shutterstock.com

Jojo said United’s technology team found that customers using the app saved an average of up to 30 minutes during airport travel compared to people who didn’t use it.

These savings can accumulate over multiple stages of your trip. One of the most striking examples is checked baggage.

United’s Bag Drop Shortcut program allows eligible travelers to check in through the app, pay any baggage fees in advance, and then use designated bag drop locations at participating airports, rather than completing the entire check-in process with an agent.

United estimates that this feature alone can save about five to seven minutes compared to waiting in a regular baggage line.

The app also offers airport navigation.

Instead of simply displaying a gate number, the company has added step-by-step directions inside supported airports to help travelers find gates, lounges, baggage claim areas and other airport facilities.

This can make a big difference at major hubs like Chicago O’Hare, Newark Liberty, Houston Intercontinental, Denver and San Francisco, where travel from one part of the airport to another can take extra time.

Photo: Helioscribe / Shutterstock

And when something goes wrong, the biggest savings can be achieved by eliminating the customer service line altogether.

United is increasingly introducing tools into the app to facilitate disruption, including automatic rebooking options and access to matching hotel or meal vouchers.

In 2024, JoJo told investors that nearly 90% of United customers used the app on the day of travel, and noted that self-service success rates doubled after the airline expanded those capabilities.

This can turn a situation that once required waiting for dozens of other stranded passengers into one that a traveler can quickly resolve on their phone.

Live classes can put your flight on the lock screen

Photo: Sorbis/Shutterstock

For iPhone travelers who want to check whether interactive activities are enabled, the setting is controlled at the app level.

In current versions of iOS, Apple prompts users to go to Settings, then Apps. From there, tap the United app, then activate Live Activity from the submenu. You can then turn this option on or off. Apple uses the same settings structure for other apps that support Live Activity.

Exactly how the information is displayed depends on the iPhone.

Live Activity can display information on the lock screen, and compatible iPhones equipped with Dynamic Island can also display current activity at the top of the screen. Apple says users can long-press on a Dynamic Island action to expand it and view more information.

United’s version revolves around parts of the flight that change in real time. When a passenger is close to departure, the airline can keep information including boarding time, gate and seat information visible without requiring the passenger to actually open the app.

However, this does not eliminate the need to be careful at the airport. Gate agents may still make announcements, and passengers should always check information before making an important decision, such as leaving a secure terminal.

United Airlines has spent years turning its app into an airport shortcut

Photo: Viavaltours / Dreamstime

JoJo’s recommendation also reflects the strategy she helped oversee during her time at the company. Before becoming chief customer officer, she was executive vice president of technology and chief digital officer at United, overseeing areas such as information technology, digital products, data analytics, cybersecurity and the airline’s digital strategy.

During this period, United sought to bring more and more of the tasks that passengers typically perform at the airport counter to its phones. This includes baggage tracking, waitlists, seat changes, customer service tools, rebooking, and assistance with flight delays and cancellations.

For example, its Agent on Demand tool allows travelers to speak remotely with a United representative rather than stand in a customer service line.

United Airlines reported that more than 1.6 million customers used Agent on Demand in 2023. And after JoJo left, the airline continued to add digital features.

Jojo herself described the app after leaving United as having evolved from something merely convenient to something many travelers found difficult to fly without.

Travelers should make entertainment arrangements before arriving at the airport.

Photo: Petr Svat / Shutterstock

The easiest way to set up this function is without standing in a crowded terminal. United Airlines passengers can download or update the airline’s app before leaving for the airport, ensure their reservation is displayed correctly, and check whether notifications and interactive events are enabled.

iPhone travelers who want United flight information to appear on the lock screen should specifically check the Live Events setting rather than assume it’s turned on.

Travelers should also log into their MileagePlus account, if they have one, and make sure their contact information is correct so United can link their reservation to the appropriate notifications and self-service options.

For checked baggage, completing check-in and paying fees before arrival can also make the Fast Baggage Check-in feature useful where available.

While this doesn’t mean travelers have to arrive at the airport 30 minutes later than they otherwise would, it can make the airport experience easier and the trip less stressful.