American Airlines Moves Forward With Technology Change Before Summer Travel
On June 19 American Airlines announced a significant change to make travel "easier and more reliable" for travelers before summer kicks off.
To start, the airline revealed a redesigned mobile app that 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 popular airline said. The new platform will allow 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.
“User-friendly technology is part of our daily life and should extend into what our customers experience when they travel on American,” Ganesh Jayaram, American’s Chief Digital and Information Officer said in a statement. “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.”
Travelers at several major airports will notice another significant change with new kiosks for those traveling out of Charlotte, Chicago, Dallas Fort Worth, Los Angeles, Miami, New York, Phoenix and several other airports. The new kiosks can complete transactions in under two minutes.
American Airlines also revealed it's 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 airline started testing new technology at Charlotte and Dallas Fort Worth that will identify 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.
The new technology will work in tandem with teams that manually look out for customers who may miss their connecting flight and make decisions on a case-by-case basis.