Summary:
- American Airlines rolls out digital enhancements across its website and mobile app to expand self-service baggage options and streamline the pre-airport experience.
- Customers can now prepay for up to three checked bags at booking, make same-day confirmed changes without agent support, and receive automatic refunds or travel credits for eligible bag purchases.
- Expanded kiosk deployment at 16 airports supports Express Bag Tags, reducing queues, accelerating bag drop and improving operational efficiency through greater digital adoption.
American Airlines is making it easier for customers to save a little time and money when they need to check luggage. The airline has rolled out a series of digital enhancements to make the process easier and expand self-service luggage options.
“Any time we can make the travel experience streamlined and more convenient before arriving at the airport is a win for our customers,” said American’s Chief Customer Officer Heather Garboden. “We continue to update our digital channels to provide our customers with even more self-service options.”
American has updated its website and mobile app to give customers more control over their trip, especially when it comes to their bags:
- No more waiting until check-in to prepay for luggage. Customers can add up to three checked bags when booking their flight.
- Customers who prepay for their bags online can now make confirmed same-day changes without needing an agent, creating a more consistent and transparent experience.
- If a customer changes or cancels their trip (or buys an Instant Upgrade), eligible prepaid bags purchases are automatically refunded as a travel credit or returned to the original form of payment, providing customers with more flexibility.
- Customers can now redeem their travel credits when purchasing standalone bags online, a step toward more flexible checkout options and the future expansion of credits across additional ancillary products.
- For those booked in American’s premium cabins, most customers can now add their checked bags on the airline’s website and mobile app prior to departure.
Together, these updates make it easier for customers to plan, change and manage their travel with a smoother digital experience. Plus, when customers prepay for their checked bags, they can skip the lines and scan their boarding pass at the kiosk to print Express Bag Tags. In the past year, American has installed approximately 100 new bag kiosks at 16 airports.
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