If you know anything about me, you know I’m an avid aviation enthusiast.
I love planes. I love airports. I love tracking flights. And when most people groan over delays, I secretly get excited. Why? Because it means I get more time to roam the terminal, watch a Lufthansa 747 touch down at LAX, or see something rare—like a foreign airline diverting to Tampa due to weather.
It’s my happy place.
But I’ve never written about that love before. Mostly because I didn’t think there was a connection worth exploring—especially not for those of us working in vet med. And certainly not in a way that encourages anyone to aspire to the customer service standards of an airline (especially in the U.S., where let’s face it—foreign carriers still set the bar. IYKYK).
But something clicked for me recently during a layover at O’Hare.
When the Desk Disappears
A few months back, I passed by what used to be a bustling United Airlines customer service counter. Now? Closed. No agents. Just kiosks and a sign pointing passengers to the United app.
For most people, this would feel like a step backward. You’re in an airport, you need help, and the solution is an app? Yikes.
But here’s what’s surprising: United’s customer satisfaction scores actually went up.
Not because AI replaced people—but because of how it’s layered thoughtfully into their tech.
From Planes to Platforms: The AI Layer That Changes Everything
The United app isn’t new—it’s been around handling rebooking, gate changes, and messaging. But now, it includes AI-driven communication that makes the experience smoother and smarter.
Take flight delays, for example. You know that moment you walk up to your gate and see the dreaded red letters: DELAYED. No info. No ETA. No explanation. Just ambiguity.
I experienced this firsthand flying Delta not long ago. Boarding time came and went with zero updates. No agent announcements. No app notification. Nothing. I’m texting home saying, “I have no idea when I’ll be home.”
And I’m me—someone who loves airports. I wanted to enjoy the delay! But the lack of communication was maddening.
And the thing is—someone in operations definitely knew what was going on. The information just didn’t reach the people who needed it most: the gate agents and the passengers.
Compare that to United. Now, as soon as their ops team is in the loop, AI generates a clear, client-friendly update and sends it directly through the app:
✈️ “Your flight is delayed due to a late-arriving crew from Denver. Estimated arrival in 27 minutes.”
It’s simple, clear, and immediately diffuses tension. As a passenger, I knew what was happening. I could relax, watch arrivals from the window, and yes—grab a snack. 😂
So… Why Are We Talking About This in Veterinary Medicine?
Because this is exactly the kind of communication gap we deal with in clinics every single day:
- Clients sitting in the lobby, wondering what’s going on.
- Drop-off appointments where pet parents feel like they’re in the dark until pick-up.
- A change in the estimate that isn’t clearly explained.
- Medications going home with vague insight as to exactly what they’re for.
- Front desk teams overwhelmed with phone calls asking for updates.
All of these are avoidable frustrations. And all of them are solvable with the right mix of technology and human touch.
Just like airlines are using AI to scale clear, timely updates, we can use it in veterinary medicine to:
🟢 Send AI-powered visit summaries right after the appointment
🟢 Message clients real-time updates about their pet’s status
🟢 Use AI tools to explain delays or changes in care plans
🟢 Dictate medical notes that are instantly converted into easy-to-understand summaries
These aren’t hypothetical ideas. The tools already exist. And the best part? They don’t replace your team—they empower them.
People + Planes + Progress
Let me be clear: I’m not suggesting we all aspire to be like an airline. Although credit where it’s due—United is proving that’s changing. But the lesson here is important:
AI didn’t eliminate the gate agent. It took pressure off the gate agent by filling in the gaps. It made communication clearer, faster, and more human—at scale.
That’s exactly what we need in vet med.
Clients today expect speed, clarity, and transparency. If they get that from an airline app, a food delivery notification, or a dental reminder system, they’re going to expect it from you, too.
And honestly? They should.
Final Approach
I never thought my love of planes would intersect with veterinary medicine, but here we are. The more I watch the aviation industry evolve—layering in smart technology while still keeping humans in the loop—the more I realize how much we can learn from it.
We don’t need to choose between tech and empathy.
We can build systems that support both.
AI won’t replace connection—but it gives us the space to show more of it.
And if it lets us sneak in a few more minutes at the window watching a 747 land, well… that’s just a bonus.
