American Airlines has become the first US airline to introduce automated tagging for mobile devices. This innovation is part of the airline’s commitment to improving the management of wheelchairs and mobility devices across its network. Developed by American’s Technology team, the tags are now being used in airports where American and its regional partners operate.
Julie Rath, American’s Senior Vice President of Airports, Reservations, and Service Recovery, said, “American is committed to improving the travel experience for our customers who use wheelchairs and mobility devices. Simplifying the check-in and check-in process is an industry-leading effort that will help us improve the way we handle wheelchairs for our customers who entrust us with transporting their equipment on their travels.”
The new automated tags replace their previous manual counterparts and include customer and device-specific data such as itineraries, delivery locations, device weight, battery type, and the amount of items checked out and taken on board. This information ensures more accurate and consistent management of devices and provides improved visibility throughout the journey. Automation allows device information to be easily shared across applications for key team members, ensuring they have the right information at the right time.
American Airlines has made many improvements to improve the travel experience for customers with mobile devices. These actions resulted in a nearly 13% improvement in the handling of transportation equipment from the first half of 2023 to the first half of 2024.
Hands-on training for team members: In partnership with an external organization, American provides in-person navigation device training to Airport customer service and Customer Operations team members and sales associates. This training complements the comprehensive web-based training provided to all members of the airport team.
Investing in airport infrastructure: Wheelchair movers are implemented, and elevators are installed at airline terminals and other airports with high mobility device traffic. These measures help reduce the risk of damage to the travel equipment and reduce injuries to team members.
Simplifying the guest experience: American has made it easy for customers to add and maintain wheelchairs and other transportation items as part of their travel profiles. Starting this fall, customers can access their saved travel preferences, such as traveling with a travel device or service animal, and use their information for any future travel when they manage on aa.com. This digital management ensures that the airline has the necessary information to transport the devices safely and securely.
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