Julie Rath’s Statement

“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 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.”

Key Features of the New Automated Tags

Enhanced Data Accuracy and Visibility

Replacing the manual tags, the new automated tags include customer- and device-specific information such as itineraries, delivery points, device weight, battery type, and the number of items removed and taken on board. This detailed data ensures more accurate handling by team members and enhances visibility of the devices throughout the customer’s journey.

Integration with Frontline Applications

The automated system enables easier sharing of device information across frontline team members’ applications, ensuring they have the right information at the right time, thereby improving the overall handling process.

Ongoing Improvements for Seamless Travel

Operational Enhancements

American Airlines has introduced multiple improvements to ensure a seamless travel experience for customers with mobility devices, resulting in a nearly 13% improvement in handling rates from the first half of 2023 to the first half of 2024.

Training and Infrastructure Investments

Hands-on Training Programs

American offers in-person mobility device training to its Airport Customer Service and Customer Operations team members and vendor partners, supplemented by comprehensive web-based training for all airport team members.

Infrastructure Upgrades

Investments in airport infrastructure include deploying wheelchair movers and installing lifts at hubs and high-traffic airports, reducing the risk of damage to mobility devices and injuries to team members.

Digital Streamlining for Travelers

Managing Travel Preferences Online

American Airlines has simplified the process for customers to add and maintain mobility devices as part of their travel profiles. Starting this fall, customers can manage their travel preferences, such as traveling with a mobility device or service animal, via aa.com. This digital management ensures the airline has all necessary information to safely and securely transport devices.

Future Enhancements

These initiatives reflect American Airlines’ dedication to providing a positive and inclusive travel experience for all passengers, with ongoing efforts to innovate and improve accessibility.