Source: American Airlines
American Airlines is making new enhancements to its mobile app to give customers more autonomy when travel doesn’t go as planned, making the disruptions easier to navigate. Customers now get real-time solutions, all in one place and at their fingertips.
These updates bring together what customers need during a disruption and let them choose what works best for their journey, right from the American mobile app or aa.com. It’s a smarter, faster and more intuitive way to handle the unexpected, putting control back in the hands of travelers.
“We strive to make every customer’s travel as smooth as possible, but we recognize things don’t always go to plan. When that happens, customers deserve transparent information and real-time tools to get their travel back on track,” said Heather Garboden, American’s Chief Customer Officer. “Our new app enhancements are unlike anything else in the industry because they don’t just explain why travel was disrupted, they help customers take action. We’re giving travelers real-time options, real control and real peace of mind when they need it most. With personalized choices that fit individual needs, these tools empower customers to take charge of their journey.”
Less waiting. More doing.
Most airlines stop at notifications and offer solutions across different channels and places. When plans change, customers don’t need more notifications; they need a clear path forward.
As soon as a disruption occurs, customers see a dedicated experience tied to their reservation, bringing together everything they need in one place. Flight status is easy to understand at a glance, with clear visual cues that show what’s happening and what actions are available — whether that’s rebooking right away, reviewing next steps or knowing American is already working on an alternative.
From there, customers can take immediate action based on what works best for them. Depending on the situation, they may be able to rebook flights in seconds through a guided self-service flow, track their bags in real time or instantly access hotel, meal and transportation vouchers — now available seamlessly in the app and on aa.com. Ground transportation options with Lyft and Uber are also built in, helping customers keep moving beyond the airport.
Instead of searching across tools, standing in line or waiting for answers, customers can see their options clearly and decide what to do next — all from one centralized place. It’s a simpler, more intuitive way to handle disruptions, designed to reduce stress and put customers back in control.
And this is just the beginning. Later this year, the airline will expand these capabilities with:
- Self-service standby options
- Even more flexible rebooking choices
- Enhanced hotel, meal and transportation support
Innovating the travel experience
This is part of American’s broader commitment to creating a simpler, more connected travel experience, powered by technology. The airline’s recently relaunched mobile app delivers an even more intuitive experience, connecting travelers to everything they might need, from booking to boarding to service recovery, right at their fingertips.
American continues to enhance its customer experience across all facets of the journey.
- The most comprehensive U.S. and globe-spanning international networks, serving the most relevant connections for travelers supported by best-in-class global partners
- An enhanced focus on customer experience spanning the entire journey, from an enhanced ground experience to onboard amenities to technology
- The industry-leading AAdvantage® program is designed to reward and recognize customers better than any other airline
Together these innovations and investments underscore American’s commitment to delivering a seamless, customer-first experience — no matter where the journey takes you.