American Airlines is making service easier and more intuitive for customers stuck in travel ruts. The airline on Tuesday announced an update to its mobile app that will provide customers with instant rebooking options, real-time baggage tracking and a host of other improvements.
The airline and TPG revealed that the app overhaul is designed to provide passengers with a one-stop service to manage flight disruptions.
Going forward, passengers will be able to change flights through what the airline calls a “self-service process,” including obtaining digital hotel and dining vouchers when the airline offers them.
Passengers can also track their luggage in real time and book Uber and Lyft rides directly in the app.
Some of the changes are improvements to what American Airlines already offers through its app. Others are brand new and should give travelers a smoother experience when they encounter flight troubles.
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“We strive to make every customer’s trip as smooth as possible, but we recognize that things don’t always go according to plan. When that happens, passengers deserve transparent information and real-time tools to get their travel back on track,” American Airlines Chief Customer Officer Heather Garboden said in a statement shared with TPG. “We give travelers real-time choice, real control and real peace of mind when they need it most.”
Among the changes U.S. passengers will notice on the airline’s app is that the airline is simplifying how it displays flight changes with a color-coded system:
- Orange indicates flight delay
- Red indicates canceled flights
- Green means self-service rebooking is available
- Blue means the airline is already working to rebook passengers on new flights (either automatically or with the help of an agent)
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More changes are coming, too.
Later this year, American Airlines said it plans to expand its digital updates to include self-service standby options, more flexible rebooking options and “enhanced” support for hotels, dining and transportation.
The changes come as US and top competitors have made huge investments to update their digital channels, which is good news for customers who prefer to rebook themselves rather than queue in customer service or over the phone.
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Other airlines have similarly beefed up their apps in recent years, from streamlining the bag-check process to bag-tracking integration with Apple’s AirTags and the AI-assisted concierge tool Delta announced a year ago at CES in Las Vegas.
Just last month, United added real-time check-in and “wrap-style” baggage tracking to its app.
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