A new digital experience: American gives customers more up-to-date flight information | News
American Airlines operates nearly 7,000 flights every day, connecting 700,000 customers to the people and places that matter most. With a global network, travel plans can occasionally be disrupted by factors such as weather, air traffic control or an aircraft requiring unscheduled maintenance. That’s why American further improves the travel experience with a smarter digital platform that gives customers clear explanations when flights are delayed or canceled.
Starting today, and available to customers throughout the month, the airline will introduce easy-to-understand delay and cancellation reasons directly in its mobile app and on aa.com, turning moments of uncertainty into moments of clarity.
“Improving the digital experience is a priority for the American team,” said Heather Garboden, American’s Chief Customer Officer. “By combining self-service tools with explanations, we give customers more transparency and more control during their journey, because we believe clarity builds trust, especially during travel disruptions.”
The new feature builds on American’s newly enhanced disruption platform, which brings together the tools customers need to manage unexpected changes to their travel plans in one place. When a qualifying delay, cancellation, or risky connection occurs, customers can quickly understand what’s happening and take action – all within the same intuitive experience.
Giving customers the ‘why’
When flights are disrupted, customers want more than a status update: they want context.
Whether it’s a delay due to weather and other external factors, or something within the airline’s control, American will reassure customers that teams are actively working to get them on their way, by providing context and rebooking options – and vouchers, where applicable.
Designed to take the travel journey to the next level
In addition to seeing delay and cancellation reasons on the mobile app and aa.com, customers will also receive tailored push notifications, emails and text messages this month to ensure communications are timely, relevant and informative.
Behind the scenes, American’s systems translate operational complexity into clear, customer-friendly messages, helping customers understand what’s happening and what to do next.
Convert information into action
These new statements appear alongside American’s actionable disruption platform, allowing customers to immediately choose their next step.
From the disruption platform, customers can:
Rebook to another flight
Track checked baggage
Access eligible hotel, meal or transportation vouchers
View updated departure times for other flights
Instead of searching through multiple channels, customers can quickly understand the situation and resolve it with just a few taps.
