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FORT WORTH, Texas — American Airlines is making new enhancements to its mobile
app to give customers more autonomy when travel doesn’t go as planned, making
the disruptions easier to navigate. Customers now get real-time solutions, all
in one place and at their fingertips.
These updates bring together what customers need during a disruption and let
them choose what works best for their journey, right from the American mobile
app or aa.com. It’s a smarter, faster and more intuitive way to handle the
unexpected, putting control back in the hands of travelers.
“We strive to make every customer’s travel as smooth as possible, but we
recognize things don’t always go to plan. When that happens, customers
deserve transparent information and real-time tools to get their travel back
on track,” said Heather Garboden, American’s Chief Customer Officer. “Our
new app enhancements are unlike anything else in the industry because they
don’t just explain why travel was disrupted, they help customers take
action. We’re giving travelers real-time options, real control and real
peace of mind when they need it most. With personalized choices that fit
individual needs, these tools empower customers to take charge of their
journey.”
Less waiting. More doing.
Most airlines stop at notifications and offer solutions across different
channels and places. When plans change, customers don’t need more
notifications; they need a clear path forward.
As soon as a disruption occurs, customers see a dedicated experience tied to
their reservation, bringing together everything they need in one place. Flight
status is easy to understand at a glance, with clear visual cues that show
what’s happening and what actions are available — whether that’s rebooking
right away, reviewing next steps or knowing American is already working on an
alternative.
From there, customers can take immediate action based on what works best for
them. Depending on the situation, they may be able to rebook flights in
seconds through a guided self-service flow, track their bags in real time or
instantly access hotel, meal and transportation vouchers — now available
seamlessly in the app and on aa.com. Ground transportation options with Lyft
and Uber are also built in, helping customers keep moving beyond the
airport.
Instead of searching across tools, standing in line or waiting for
answers, customers can see their options clearly and decide what to do next —
all from one centralized place. It’s a simpler, more intuitive way to handle
disruptions, designed to reduce stress and put customers back in control.
And this is just the beginning. Later this year, the airline will expand these
capabilities with:
- Self-service standby options
- Even more flexible rebooking choices
- Enhanced hotel, meal and transportation support
Innovating the travel experience
This is part of American’s broader commitment to creating a simpler, more
connected travel experience, powered by technology. The airline’s recently
relaunched mobile app delivers an even more intuitive experience, connecting
travelers to everything they might need, from booking to boarding to service
recovery, right at their fingertips.
American continues to enhance its customer experience across all facets of the
journey.
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The most comprehensive U.S. and globe-spanning international
networks, serving the most relevant connections for travelers supported by
best-in-class global partners
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An enhanced focus on customer experience spanning the
entire journey, from an enhanced ground experience to onboard amenities to
technology
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The industry-leading AAdvantage® program is designed to
reward and recognize customers better than any other airline
Together these innovations and investments underscore American’s commitment to
delivering a seamless, customer-first experience — no matter where the journey
takes you.
About American Airlines Group (NASDAQ: AAL)
American Airlines is a premium global airline connecting more of the U.S. to
the world. With roots tracing back to an air mail carrier in the Midwestern
United States in 1926, American now operates more than 6,000 daily flights to
more than 350 destinations in more than 60 countries and serves more than 200
million customers annually. Powered by a proud and talented team of 130,000
aviation professionals, American’s team lives out the airline’s purpose of
caring for people on life’s journey every day.
The world’s largest airline proudly celebrates its centennial year in 2026,
reaching a milestone that reflects a century of innovation and the Forever
ForwardSM spirit that changed the industry and the world. American
introduced the first scheduled air cargo service, the first airport lounge and
the first airline loyalty program and continues to reinvent the customer
experience today. The airline is also a founding member of the
oneworld alliance, whose members serve more than 900
destinations around the globe.
Get the latest about American at
news.aa.com and
@AmericanAir.