American Airlines Launches Automated Tagging for Mobility Devices

American Airlines has become the first U.S. airline to implement an automated tagging system for mobility devices. This innovative approach aims to enhance the travel experience for passengers using wheelchairs and other mobility aids. Developed by American Airlines' in-house technology team, these tags are now available wherever American and its regional partners operate.

The initiative reflects American Airlines' commitment to improving services for customers requiring mobility devices. The automated tags will replace manual tags and include crucial information such as customer itineraries, delivery points, weight, battery type, and items taken into the cabin. This change is part of a broader effort to streamline the check-in and tagging process.

Julie Rath, American Airlines' Senior Vice President of Airports, Reservations, and Service Recovery, emphasized the airline's dedication to this cause, stating: "American is committed to improving the travel experience for our customers who use wheelchairs and mobility devices. 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 tags will provide consistent and accurate information for ground crews, ensuring better handling of mobility devices throughout the travel process. This system also allows for real-time sharing of device information through American Airlines applications, helping to quickly resolve any issues if equipment is misplaced. Since implementing various improvements for mobility device handling, the airline has seen a 13% improvement in handling rates between the first half of 2023 and 2024.

American Airlines is also enhancing training for its team members with help from external organizations. This includes in-person training for Airport Customer Service and Customer Operations teams, as well as comprehensive web-based training for all airport staff. Additionally, American is investing in airport infrastructure, such as installing improved lifts and wheelchair movers at major hubs to meet high demand and reduce the risk of damage to equipment and injury to users.

The airline has also updated its website to make it easier for customers to add and maintain information about their wheelchairs and other mobility devices. Starting this fall, passengers can access their travel profiles on aa.com to add or remove information about mobility devices or service animals. These updates ensure that American Airlines has the most accurate and current information to safely transport these essential items.

In summary, American Airlines' introduction of automated tags for mobility devices marks a significant step forward in providing better service for passengers with special needs. This effort not only streamlines processes but also ensures the safe and efficient handling of mobility aids, enhancing the overall travel experience for these customers.