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From planning to landing, American is reimagining travel with technology that
makes every step seamless, personal and easy.
Travel today isn’t just about getting from one place to another. It’s about
feeling cared for, connected and in control at every step of the journey.
American Airlines is reimagining the customer experience across the journey
with technology that adapts to travelers’ needs and aspirations. From trip
planning to the airport to time on board, innovation is helping deliver travel
that feels effortless and personal.
Turning ideas into itineraries
Today’s explorers aren’t just choosing a place on the map, they are chasing
moments, memories and experiences. To bring these visions to life, American is
rolling out a Gen AI-powered tool, that allows travelers to discover new
places and inspires customers to plan travel based on experiences, not just
locations.
American is closely following the customer insights to determine how tools
like this can make booking more intuitive and personalized, starting with an
idea and ending with a boarding pass. Designed to help customers discover
destinations based on their interests and the kind of trip and adventure
they’re looking for, customers simply type in their trip idea and receive
curated destination suggestions from American’s extensive network.
Each recommendation is informed by real travel trends, customer preferences
and real-time fares available on American, making the results feel
tailor-made. In the coming weeks, a similar experience will be available in
American’s redesigned mobile app, continuing the airline’s commitment to
delivering a best-in-class mobile experience that’s built around customer
needs.
Customers plan trips based on experiences, not just destinations, using
American’s new tool
Step inside before flying
Comfort has always mattered, but today’s travelers want to know exactly what
their inflight experience will be like before they step on board. That’s why
American recently began testing an interactive 3D seat map for the new Boeing
787-9 aircraft to elevate the digital booking experience.
With just a few clicks, customers can explore the cabin and get a true sense
of their seat to make more informed choices and feel more confident about
their upcoming journey. This immersive experience highlights the Flagship®
Business and Premium Economy cabins to help customers visualize their flight
experience through interactive imagery and a high-quality 3D cabin view.
Customers can explore the Premium cabins when purchasing seats aboard
American’s new Boeing 787-9 aircraft
Wallet-ready, worry-free
A seamless day of travel starts with innovative technology. Customers using
Apple Wallet no longer need to manually add their boarding pass on each trip.
With a one-time consent, after checking in, boarding passes now appear
automatically in their digital wallet and on their Lock Screen, keeping travel
documents exactly where they’re needed, when they’re needed.
Customers using Google Wallet will now be able to add their boarding pass to
their Google Wallet for easy access during their travel day. To make the
travel day even more seamless, customers will also receive flight updates when
adding their boarding pass to Google Wallet.
New innovative technology brings seamless travel days in the palm of
customer’s hands
Smarter kiosks, faster travel
At the airport, speed matters. American is continuing its installation of
next-generation kiosks across key airports, including Boston (BOS),
Philadelphia (PHL) and Washington, D.C. (DCA). These modernized machines make
check in quick and simple — often under two minutes. Travelers who pay for
bags online or in the app can move even faster.
When minutes matter most
Sometimes a few extra minutes make all the difference. Earlier this year,
American launched new technology at six hubs that flags customer connections
at risk and recommends short departure holds where possible. American’s expert
teams use the tool to analyze data to ensure there is no downline impact to
the overall schedule or other customer itineraries. The result: more customers
making their flights without disruption.
The technology is currently being used at Dallas Fort Worth (DFW), Charlotte
(CLT), Chicago (ORD), Miami (MIA), Philadelphia (PHL) and Phoenix (PHX). Soon,
the airline will further expand the reach of the technology to include more
airports across its network and increase the scope of the tool to help even
more customers make it to their final destinations.
As technology continues to evolve, so does American’s approach to care. Every
new tool and product launch is designed with one goal in mind: to give
customers more choice, more personalization and ease at every step of their
journey.
While the travel experience will continue to evolve, one thing will stay the
same — American’s commitment to using innovation to make every trip with the
airline feel seamless, memorable and uniquely yours.
