Summary:
- American Airlines enhances its mobile app to improve disruption management, giving customers real-time information, personalised options and greater control when travel plans change.
- New self-service tools bring rebooking, bag tracking and vouchers into one digital experience, enabling faster decision-making and reducing friction during irregular operations.
- Mobile-first service recovery supports a more connected passenger journey, with upcoming features including standby, expanded rebooking flexibility and integrated ground transportation.
American Airlines is making new enhancements to its mobile app to give customers more autonomy when travel doesnât 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 website. Itâs designed to be a smarter, faster and more intuitive way to handle the unexpected, putting control back in the hands of travellers.
âWe strive to make every customerâs travel as smooth as possible, but we recognise things donât always go to plan,â said Americanâs Chief Customer Officer Heather Garboden. âWhen that happens, customers deserve transparent information and real-time tools to get their travel back on track. Our new app enhancements are unlike anything else in the industry because they donât just explain why travel was disrupted, they help customers take action. Weâre giving travellers real-time options, real control and real peace of mind when they need it most. With personalised choices that fit individual needs, these tools empower customers to take charge of their journey.â
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 whatâs happening and what actions are available â whether thatâs 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. Ground transportation options with Lyft and Uber are also built in, helping customers keep moving beyond the airport.
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
This is part of Americanâs broader commitment to creating a simpler, more connected travel experience, powered by technology. The airlineâs recently relaunched mobile app delivers an even more intuitive experience, connecting travellers to everything they might need, from booking to boarding to service recovery, right at their fingertips.
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