American Airlines Introduces Automated Tags for Mobility Devices
American Airlines has introduced a pioneering solution to improve the handling of wheelchairs and mobility devices across its network: automated tags. This initiative, a first among U.S. airlines, is part of American's ongoing commitment to enhancing the travel experience for customers with mobility needs.
The new automated tags, developed by American’s Technology team, replace the previous manual tagging system. These tags are currently being used in airports where American Airlines and its regional partners operate. The tags contain customer-specific and device-specific information, including itineraries, delivery points, device weight, battery type, and details about items removed and taken on board. This ensures that airline staff have accurate and consistent information, which enhances the visibility and handling of mobility devices throughout the travel journey.
Over the last 10-15 years, the process of handling mobility devices has evolved significantly. Initially, airlines relied on simple, manually written tags that often lacked detailed information. This often led to inconsistencies in handling and increased the risk of damage or misplacement. As the number of travelers with mobility needs grew, it became clear that a more robust system was necessary.
In response, American Airlines started implementing more structured procedures, including basic barcode tags and digital tracking systems. These improvements helped streamline the process but still relied heavily on manual entry and handling, which left room for errors.
Julie Rath, American’s Senior Vice President of Airports, Reservations, and Service Recovery, stated, "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 transition to fully automated tags marks the latest advancement in this ongoing evolution. These tags provide real-time data sharing across frontline team members’ applications, ensuring that everyone involved in the process has the right information at the right time. This not only improves accuracy but also significantly enhances the overall travel experience for customers.
In addition to the automated tags, American Airlines has implemented several other measures to support customers with mobility devices. These include hands-on training for airport staff, investment in infrastructure like wheelchair movers and lifts, and a streamlined process for customers to manage their mobility device information digitally. These efforts have resulted in a nearly 13% improvement in the handling rate of mobility devices from the first half of 2023 to the first half of 2024.
American Airlines' introduction of automated tags represents a significant step forward in providing a seamless and supportive travel experience for passengers with mobility devices. This latest innovation builds on years of progress and demonstrates the airline’s commitment to inclusivity and customer care.