American Airlines Embraces Technology for Summer Travel
American Airlines uses technology this summer to make travel more dependable and easier. Technology is essential to consumers’ travel experiences, from organizing a trip to arriving at their destination.
“User-friendly technology is part of our daily life and should extend into what our customers experience when they travel on American,” said Ganesh Jayaram, American’s Chief Digital and Information Officer.
“With our renewed focus on the customer experience, we’ve ramped up our digital capabilities throughout the travel journey so our customers can focus on what matters most: getting to their destination.”
Redesigned mobile app provides insights into status progress and seamless oneworld check-in
American’s recently revamped mobile app, which features iOS Live Activities, allows customers to easily examine flight details and take advantage of real-time updates as they travel throughout the day.
The new platform that runs the mobile app also allows for faster updates and the introduction of additional features, such as smooth check-in and the opportunity to download boarding passes for segments booked on certain Oneworld partner airlines.
Checking in at the airport is faster with new kiosks
Airport check-in kiosks are now available to customers departing from Charlotte (CLT), Chicago (ORD), Dallas-Fort Worth (DFW), Los Angeles (LAX), Miami (MIA), New York (JFK), Phoenix (PHX), and several other airports. The system’s modern hardware can finish transactions in less than two minutes, and it’s even quicker if a consumer pays for their bags online before they arrive at the airport.
Testing new technologies to support customers and operational decision-making
When bad weather strikes, the American team uses its tech-first mentality to help clients. If weather-related flight delays or cancellations occur, the airline is now developing a new conversational chat assistant that uses Gen AI to aid customers in rebooking. During a weather event, the new feature expands the self-service choices that consumers can use on aa.com and the mobile app.
In the background, American is still figuring out how to use technology to make better decisions. This summer, the airline began experimenting with new technologies at DFW and CLT, two hubs with a disproportionately high number of connecting passengers. The technology looks at data to see whether it might suggest a short hold to save customer connections when it detects departing flights with passengers who might miss their connecting flight.
Teams currently manually search for passengers who might miss their connecting flight and make decisions based on each individual’s circumstances. By improving current procedures, the technology enables American to assist even more clients in reaching their ultimate destination on their planned original itinerary. Later this summer, American intends to extend the test to additional hubs.
With rebooking choices shown in the app and the ability to instantly add hotel, meal, and travel vouchers as necessary, American makes it easy to resume travel as soon as possible if plans are delayed.
In addition to developing its solutions, the team collaborates with federal and local organizations to improve the customer experience. One such collaboration is the recently announced Touchless ID for AAdvantage members.
These tools are already enhancing American consumers’ travel experiences this summer and beyond, as summer travel is already well underway.
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