American Airlines Updates Mobile App, Gives Passengers More Control of Travel Disruptions

American Airlines has introduced an update to the passenger experience when flights are delayed or cancelled.

Passengers now have access to live updates via the app or the American Airlines website, giving passengers details about their journey and the power to choose the next steps.

“With personalized choices that fit individual needs, these tools empower customers to take charge of their journey,” said Heather Garboden, chief customer officer at American.

Let’s take a look at the details.

American’s Streamlined Process For Passengers During Disruption

Rather than just receiving a notification about a delay — or worse, cancellation — American Airlines‘ new update gives passengers the ability to take the situation into their own hands. Access to the features is available via both American’s app and website.

As soon as a traveler is notified of a disruption to their journey, the app will provide a clear outline of what’s happening and alternative options available.

Whether it’s rebooking onto a preferred alternative flight, being notified that American has already found a solution, or simply showing the ability to review the next steps, the update should alleviate some of the stress of travel disruptions.

The option to rebook flights using the app’s new self-guided functionality will eliminate the need to wait in lines at the airport or on hold to speak to someone on the phone. The app will also show live information regarding passengers’ checked bags.

Should the disruption warrant it, travelers will have access to vouchers for accommodation, meals, and ground transportation directly in the app. Vouchers for travel with Lyft and Uber are also included.

Building on this initiative, more features will be made available later in the year. American details self-service standby options, more flexible rebooking choices, and enhanced support for accommodation, meals, and ground transportation as the next developments.

This most recent update is part of American Airlines’ wider technology investment to improve the passenger experience from the moment of booking until luggage is retrieved from baggage claim.

Final Thoughts

Given the nature of air travel, disruptions happen every day, and the knock-on effects can reach thousands of passengers at any given time. By American giving some of the control back to its passengers during these times, it should improve the overall passenger experience while freeing up American Airlines staff to assist travelers with more complex needs.