American Airlines Becomes First US Airline to Introduce Automated Mobile Device Tagging

Published 28 minutes ago

Posted by American Airlines

FORT WORTH, Texas, Aug. 15, 2024 /CSRwire/ — American Airlines is the first U.S. airline to introduce an automated tag for mobility devices, as part of an ongoing commitment to improving wheelchair and mobility device support across its network. Developed internally by American’s technology team, the tags are currently in use at airports where American and its regional partners operate.

“American is committed to improving the travel experience for our customers who use wheelchairs and mobility devices,” said Julie Rath, senior vice president of airports, reservations and recovery services at American. “Improving our check-in and sign-in process is an industry-leading effort that will help us further improve the wheelchair experience for our customers who entrust us with transporting their devices while traveling.”

The new automated tags, replacing the previous manual tags, include customer- and device-specific data such as routes, delivery points, device weight, battery type, and number of items removed and taken on board. This additional information will provide more accurate and consistent information to team members handling devices and provide greater visibility of devices throughout the customer journey. Automation also enables easier sharing of device information across frontline team member apps, providing team members with the right information at the right time.

American has made numerous improvements across its operations to provide a positive, smoother travel experience for customers with wheelchairs and mobility devices. These efforts have helped American improve its mobility device support. American’s mobility device support rate improved by nearly 13% from the first half of 2023 to the first half of 2024.

Practical training for team members: Through an outside organization, American offers in-person mobile device training to airport customer service and customer operations team members and channel partners. This training complements the comprehensive online training provided to all American airport team members.
Investing in airport infrastructure: Wheelchair transport systems have been introduced and lifts have been installed at airports where there are many people using mobile devices. This can help reduce the risk of damage to mobile devices and injuries to team members.
Improving the traveller experience: American has made it easier for customers to add and keep wheelchairs and other mobility devices as part of their travel profiles. Starting this fall, customers can conveniently access saved travel preferences, such as traveling with a mobility device or service animal, and apply their information to any upcoming trip when managing it on aa.com. Enabling customers to digitally manage these needs ensures the airline has the necessary information to safely transport the devices.

About American Airlines Group
Taking Care of People on the Journey of Life®. American Airlines Group Inc. is listed on Nasdaq under the ticker symbol AAL and is included in the S&P 500 Index. Learn more about what’s happening at American by visiting news.aa.com and connect with American @AmericanAir and on Facebook.com/AmericanAirlines.

American Airlines

About American Airlines Group
American’s Purpose is to Care for People on the Journey of Life®. American Airlines Group Inc. is traded on Nasdaq under the ticker symbol AAL and is included in the S&P 500 Index. Learn more about what’s happening at American by visiting news.aa.com and connecting with American on Twitter @AmericanAir and on Facebook.com/AmericanAirlines.