American Airlines is upgrading its app and website to clearly explain why flights are delayed or cancelled.
One of the biggest hassles of travelling is the almost total lack of information when something goes wrong.
A flight is delayed due to the late arrival of the incoming aircraft has been the go-to excuse for airlines for decades, followed by air traffic control restrictions.
But passengers always then ask WHY? Why is the incoming aircraft delayed? Is it bad weather at an airport on my route, is it a dodgy aircraft or is it crew hours?
Saying why will help the passengers understand and make their own decisions.
This new feature will give passengers more information so that they can quickly understand what’s happening and take action suitable for them.
Passengers will see a short explanation telling them what the problem is and why: whether it’s weather at the departure or arrival airport, air traffic control restrictions, a problem with the aircraft. etc. It will explain whether the issue is within the airline’s control.
In addition to seeing delay and cancellation reasons on the mobile app and aa.com, passengers will also begin to receive tailored push notifications, emails and text messages this month, ensuring communications are timely, relevant and informative.
Disruption tools for the passenger
The new delay explanations build on American’s recently enhanced disruption platform, which brings together the tools passengers need to manage unexpected changes to their travel plans in one place.
When disruptions occur, the disruption platform appears directly on the home screen, and this month will begin to appear within the flight reservation on the app, allowing passengers to review delay and cancellation explanations and select rebooking options.
From the disruption platform, passengers can:
- Rebook onto another flight
- Track checked bags
- Access eligible hotel, meal or transportation vouchers
- View updated departure times for other flights
American says that instead of searching across multiple channels, passengers can quickly understand the situation and resolve it in just a few taps.
Heather Garboden, American’s Chief Customer Officer:
Enhancing the digital experience is a priority for the team at American. By pairing self-service tools with explanations, we give customers greater transparency and more control throughout their journey, because we believe clarity builds confidence, especially during travel disruptions.”
