American’s handling rate for mobility devices improved nearly 13 pc from the first half of 2023 to the first half of 2024
American Airlines has launched an automated tag for mobility devices, including wheelchairs as part of its ongoing commitment to improve wheelchair and mobility device handling across its network.
In a press statement, American Airlines says that it has taken the initiative for enhancing handling and tracking for wheelchairs across its network, improving safety and travel experience.
The tags are currently used in the airports where American and its regional partners operate
The statement adds that developed in-house by American’s technology team, the tags are currently used in the airports where American and its regional partners operate.
Julie Rath
“American Airlines 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,” says Julie Rath, Senior Vice President of Airports, Reservations and Service Recovery of American Airlines.
It adds that the new automated tags, replacing the previous manual tags, feature customer- and device-specific data like itineraries, delivery points, device weight, battery type and the number of items removed and taken on board. This additional information will ensure more accurate and consistent information for team members handling the devices and provide enhanced visibility of the devices throughout customers’ travel journeys. The automation also enables the device’s information to be more easily shared across frontline team members’ applications, ensuring team members have the right information at the right time, says the airline.
American Airlines says it has launched multiple improvements across its operation to deliver a positive, more seamless travel experience for customers with wheelchairs and mobility devices. These actions have helped American improve handling of these devices. American’s handling rate for mobility devices improved nearly 13 pc from the first half of 2023 to the first half of 2024.
It adds that with the help of an outside organisation, it has conducted hands-on training for its Airport Customer Service and Customer Operations team members and vendor partners, which supplements comprehensive web-based training delivered to all American airport team members.
It adds that as part of its plan for investing in airport infrastructure, wheelchair movers have been deployed and lifts are being installed at the airline’s hubs and other airports with high mobility device traffic, which helps lower the risk of damaging mobility devices and team member injury.
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