Normalized claim
Mean time to engage (MTTE): 70% decrease
improved mean time-to-engage (MTTE) for critical incidents by 70 percent
United Airlines strengthens operational resilience with AWS Unified Operations
Use case typeWorkflow automationUpdated Jun 8, 2026
United Airlines strengthened operational resilience across mission-critical AWS workloads using AWS Unified Operations, integrating AI-driven insights, designated AWS specialists, ServiceNow incident management, and Dynatrace monitoring to accelerate incident detection, escalation, and resolution.
- Organization
- United Airlines
- Industry
- Logistics
- Location
- United States
- Published
- June 2026
Reported outcomes
1,000 count
cross-regional failovers automatedAutomation & deflection
−70%mean time to engage (MTTE)−7%mean time to resolve (MTTR)
Strategic outcomes
Speed & agilityFaster incident escalation and resolutionScale & capacityFreed engineering capacity for higher-value workCustomer experience & trustStrengthened on-time performance and customer loyaltyRisk & complianceImproved resilience across mission-critical airline systems
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Mean time to resolve (MTTR): 7% decrease
reduced mean time-to-resolve (MTTR) by 7 percent
Normalized claim
Cross-regional failovers automated: 1,000 count increase
automated more than 1,000 cross-regional failovers
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- United Airlines
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Solutions Case Studies
United Airlines strengthened operational resilience across mission-critical AWS workloads using AWS Unified Operations, integrating AI-driven insights, designated AWS specialists, ServiceNow incident management, and Dynatrace monitoring to accelerate incident detection, escalation, and resolution
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 2 of 2
- 1Workflow automation
- 2Employee productivity
Reduce operational downtime impact across mission-critical AWS workloads and accelerate incident detection and escalation for reservations, airport operations, fleet maintenance, and weight & balance systems.
- United Airlines onboarded AWS Unified Operations through a 12-week program, integrated ServiceNow with Dynatrace and AWS support case systems, ran Well-Architected and operational readiness reviews, and used game days to automate P1/P2 incident workflows and support case creation.
- Amazon Bedrock was used for AI-assisted incident analysis and log interpretation.
- Improved mean time-to-engage for critical incidents by 70% and reduced mean time-to-resolve by 7%.
- AWS experts were available within five minutes for high-severity events.
- Automated more than 1,000 cross-regional failovers to enhance availability.
Architecture
United Airlines completed a 12-week onboarding program with AWS Unified Operations. AWS integrated its support case system with ServiceNow incident management and Dynatrace, conducted Well-Architected Framework reviews and operational readiness assessments, and used simulations/game days to validate automated incident workflows. The article also notes Amazon Bedrock for AI-assisted incident analysis and log interpretation, Amazon Elastic Container Service for critical workloads, and AWS Lambda in the AWS services list.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Jun 8, 2026Publisher: AWSEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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