Tuesday, July 23, 2024
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American Airlines has become the first U.S. airline to introduce an automated tag for mobility devices, highlighting its commitment to enhancing the handling of wheelchairs and mobility devices across its network. Developed by American’s Technology team, these tags are now in use at airports where American and its regional partners operate.
“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.”
The new automated tags, which replace the manual ones, include customer- and device-specific data such as itineraries, delivery points, device weight, battery type, and the number of items removed and taken on board. This additional information ensures more accurate and consistent data for team members managing the devices, providing better visibility throughout the customers’ travel journeys. The automation also allows the device information to be easily shared across frontline team members’ applications, ensuring they have the right information at the right time.
American Airlines has introduced several improvements to enhance the travel experience for customers with wheelchairs and mobility devices. These initiatives have significantly improved the handling of these devices, with a nearly 13% improvement in the handling rate from the first half of 2023 to the first half of 2024.
Hands-on training for team members: In collaboration with an external organization, American offers in-person mobility device training to its Airport Customer Service and Customer Operations team members and vendor partners, supplementing the comprehensive web-based training provided to all airport team members.
Investing in airport infrastructure: Wheelchair movers have been deployed, and lifts are being installed at the airline’s hubs and other airports with high mobility device traffic, reducing the risk of damage to mobility devices and team member injuries.
Streamlining the traveler experience: American has made it easier for customers to add and maintain wheelchairs and other mobility devices in their travel profiles. Starting this fall, customers can conveniently access their saved travel preferences, such as traveling with a mobility device or service animal, and apply their details to any upcoming trip when managing on aa.com. This digital management ensures the airline has the necessary information to safely and securely transport devices.
