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American Airlines is pioneering a new standard in mobility device handling by becoming the first U.S. airline to launch an automated tag for mobility devices. This innovative initiative is part of American Airlines’ ongoing commitment to improve the handling of wheelchairs and mobility devices across its expansive network. Developed in-house by American’s Technology team, these automated tags are currently in use at airports where American and its regional partners operate, setting a new industry benchmark for service and efficiency.
Commitment to Enhanced Customer Experience
“American is committed to improving the travel experience for our customers who use wheelchairs and mobility devices,” said Julie Rath, American’s Senior Vice President of Airports, Reservations, and Service Recovery. “Streamlining the check-in and tagging process is an airline industry-leading effort that will help us further improve how we handle wheelchairs for our customers who entrust us to transport their devices on their journey.”
The new automated tags are a significant upgrade from the previous manual tags, incorporating customer- and device-specific data such as itineraries, delivery points, device weight, battery type, and the number of items removed and taken on board. This enhanced data collection ensures more accurate and consistent information for team members handling the devices, providing better visibility of the devices throughout the customers’ travel journeys. The automation also allows for the seamless sharing of device information across frontline team members’ applications, ensuring that they have the right information at the right time.
Comprehensive Improvements in Handling Mobility Devices
American Airlines has implemented multiple improvements across its operations to deliver a positive and more seamless travel experience for customers with wheelchairs and mobility devices. These actions have led to a nearly 13% improvement in the handling rate of mobility devices from the first half of 2023 to the first half of 2024.
Hands-on Training for Team Members
American Airlines offers in-person mobility device training to its Airport Customer Service and Customer Operations team members and vendor partners, supplementing the comprehensive web-based training delivered to all American airport team members. This hands-on training is provided with the assistance of an outside organization, ensuring that team members are well-equipped to handle mobility devices with care and precision.
Investing in Airport Infrastructure
To further support the handling of mobility devices, American Airlines has deployed wheelchair movers and installed lifts at its hubs and other airports with high mobility device traffic. These investments help lower the risk of damaging mobility devices and reduce the likelihood of team member injury, enhancing overall service quality.
Streamlining the Traveler Experience
American Airlines has made it easier for customers to add and maintain information about their wheelchairs and other mobility devices as part of their travel profiles. Starting this fall, customers will be able to conveniently access their saved travel preferences, such as traveling with a mobility device or service animal, and apply these details to any upcoming trip when managing their bookings on aa.com. By enabling customers to manage these needs digitally, American Airlines ensures that the necessary information is readily available to safely and securely transport devices.
Positive Impact and Future Prospects
The launch of automated tags and the associated improvements underscore American Airlines’ dedication to enhancing the travel experience for customers with mobility devices. The nearly 13% improvement in the handling rate for mobility devices is a testament to the effectiveness of these initiatives and highlights American Airlines’ commitment to continuous improvement.
As American Airlines continues to innovate and invest in technology and infrastructure, the future looks promising for customers who rely on mobility devices. The airline’s proactive approach in addressing the needs of these customers not only sets a new standard in the industry but also reinforces its reputation as a leader in customer service and innovation.
American Airlines’ introduction of automated tags for mobility devices marks a significant milestone in the airline industry, demonstrating a strong commitment to improving the travel experience for customers with mobility needs. By incorporating advanced technology, comprehensive training, and significant infrastructure investments, American Airlines is setting a new benchmark for service quality and efficiency. As these initiatives continue to evolve, customers can look forward to a more seamless, secure, and enjoyable travel experience.
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