- Customers can take advantage of new technology to make their travel journeys more convenient.
- American is testing new chat assistant powered by generative artificial intelligence (gen AI) to help customers navigate changes to their travel plans, plus a recently redesigned mobile app and more to help take the stress out of summer travel.
- Team members use innovative tools behind the scenes to ensure American’s summer operation runs smoothly.
Technology is making travel on American Airlines easier and more reliable this summer. From planning a trip to getting to your destination, technology is at the center of customers’ travel experiences.
“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
With American’s newly redesigned mobile app, customers can intuitively review flight information and enjoy real-time updates as they journey through their travel day with iOS Live Activities.
The new platform that powers the mobile app also allows for faster updates and deployment of new features, including the introduction of seamless check-in and the ability to download boarding passes for segments booked on select oneworld partner airlines.
Checking in at the airport is faster with new kiosks
Customers traveling out of Charlotte (CLT), Chicago (ORD), Dallas Fort Worth (DFW), Los Angeles (LAX), Miami (MIA), New York (JFK), Phoenix (PHX) and several other airports can use new kiosks if they check in at the airport. The modern hardware, which is being installed across the system, can complete transactions in under two minutes and is even speedier if a customer pays for bags online before arriving at the airport.
Testing new technologies to support customers and operational decision making
American’s team is channeling its tech-first mindset to support customers when weather hits. Currently, the airline is testing a new conversational chat assistant that leverages Gen AI to help customers rebook if their flight has been delayed or canceled due to weather. The new capability adds to the self-service options available to customers on aa.com and the mobile app during a weather event.
And behind the scenes, American continues to find ways to leverage technology for enhanced decision making. The airline started testing new technology this summer in DFW and CLT — two of the airline’s largest hubs with an outsized volume of connecting customers. The technology identifies departing flights with customers who might miss their connecting flight and looks at data to determine if it can propose a short hold to save customer connections. Currently, teams manually look out for customers who may miss their connecting flight and make decisions on a case-by-case basis. The technology helps enhance existing processes, allowing American to help even more customers make it to their final destination on their originally booked itinerary. American plans to expand the test to more hubs later this summer.
Beyond in-house solutions, the team is also partnering with local and federal agencies to enhance the customer experience, including the recently announced Touchless ID for AAdvantage® members.
With summer travel in full swing, these tools are already making for an improved travel experience for American’s customers this summer and beyond.