American Airlines has pioneered the launch of an automated tagging system for mobility devices, becoming the first airline in the United States to implement this innovative solution. This initiative is part of the airline’s ongoing commitment to enhance the handling of wheelchairs and mobility aids throughout its extensive network. The automated tags, developed by American Airlines’ Technology team, are currently operational in airports serviced by the airline and its regional partners.
Julie Rath, Senior Vice President of Airports, Reservations, and Service Recovery at American Airlines, emphasized the airline’s dedication to improving the travel experience for customers utilizing wheelchairs and mobility devices. She remarked, “Streamlining the check-in and tagging process is an industry-leading effort that will help us enhance our service for customers who trust us with their mobility aids during their travels.”
The newly introduced automated tags replace the outdated manual system and integrate crucial customer- and device-specific information, such as itineraries, delivery destinations, device weight, battery type, and the number of items removed for boarding. This advanced tracking ensures accurate and consistent handling of devices while providing enhanced visibility throughout the travel journey. The automation enables seamless sharing of device information among frontline team members, allowing them to access vital data at the right moment.
American Airlines has launched various initiatives aimed at enriching the travel experience for customers with mobility devices, resulting in a notable improvement of nearly 13% in the handling of these devices from the first half of 2023 to 2024.
Team member training: In collaboration with an external organization, American Airlines offers hands-on mobility device training for its Airport Customer Service, Customer Operations teams, and vendor partners. This training complements extensive web-based training available to all airport personnel.
Investing in infrastructure: The airline has introduced wheelchair movers and is installing lifts at key hubs and other airports with significant mobility device traffic. These enhancements are designed to minimize the risk of damage to mobility devices and reduce potential injuries for team members.
Simplifying the traveler experience: American Airlines has streamlined the process for customers to manage their mobility devices within their travel profiles. Starting this fall, travelers can easily access and update their saved preferences, such as traveling with a mobility device or service animal, through their online accounts. This digital interface ensures the airline receives accurate information to ensure safe and secure transport of devices.
