Airlines Racing Into Cyberspace

Major airlines, faced with rapid growth in online bookings, are racing to offer new cyberservices to customers. Some updates:

* United Airlines, the world’s biggest air carrier, last month introduced a paging service that informs customers of flight delays and cancellations via numeric pagers, text-enabled cell phones and personal computers. Users need to complete a paging request form at the airline’s Internet site, https://www.ual.com, when reserving a flight. Northwest Airlines has offered a similar service since summer 1999.

* Delta Air Lines last month began letting its most frequent fliers upgrade to first and business class online for routes within the U.S., Bermuda, Canada, the Caribbean and Mexico. The online upgrades, known as “800-mile segment upgrades,” are available to SkyMiles members who fly at least 25,000 miles (or 30 segments or five transoceanic segments) in one calendar year. Frequent fliers can also request mileage awards and new cards, among other online functions. The site which is being redesigned for “easier access,” a spokesman said, is https://www.delta-air.com.

* American Airlines and America Online Inc. last week announced they plan to merge their frequent-flier and rewards programs starting this spring. Customers will be able to earn points by buying goods on the Internet, as well as by booking American flights or services from its hotel, car-rental and other partners.

* Trans World Airlines only allows frequent fliers to check their mileage balance online. But Keith Bounds, vice president for distribution, said last week that the company hopes to provide the same services online as those offered by phone in the second quarter of this year. As for a paging service, he said only that it is “under evaluation.” About 5% of TWA tickets are booked on the Internet, a figure expected to double this year, he added. The site is https://www.twa.com.

* Northwest Airlines has a wide range of online services at its highly rated site, including ticket refunds and exchanges, mileage awards and paging. Late last year it added a feature that lets customers view their itineraries from the time they book to 24 hours after the trip. The site is https://www.nwa.com.