The new update will put rebooking options, bag tracking and eligible hotel, meal and ground transportation vouchers all in one easy-to-access place in the app and on the website.<\/p>\n
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Preview of American Airlines’ new app layout for flight disruptions<\/p>\n
“The benefit of the whole thing is everything in a simple hub. One centralized location so our customers don\u2019t have to go all over the app to figure out: my flight\u2019s delayed, now what\u2019s happening to my bag? Where can I get my food voucher while I\u2019m waiting for my flight?\u201d Garboden said. \u201cFor those customers that don\u2019t fly all the time, they don\u2019t know what they should even be looking at, so it puts front and center what they should be looking at and need to be aware of when things don\u2019t go as planned.\u201d<\/p>\n
American’s previous app version and many other airlines keep this information separated, with flight and rebooking info in one place, bag tracking info somewhere else, and vouchers that might not even be available virtually at all.<\/p>\n
AA will still automatically rebook customers when their flight is canceled, but the update also makes it easy for those passengers to select a different itinerary if they’re not satisfied with the option provided by the airline.<\/p>\n
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Look inside American Airlines’ newest plane, the Airbus A321XLR<\/p>\n
American Airlines’ new Airbus A321XLR marks a new chapter in the airline’s premium transcontinental and narrowbody flights. The Flagship Business Suites all feature aisle access and (eventually) closeable doors, and it’s the airline’s first single-aisle plane with a true premium economy seat. The airline will roll them out on many routes in the coming years.<\/p>\n
Garboden added that the app update is meant to make travelers feel less stuck when their trip gets disrupted.<\/p>\n
\u201cOne of our big priorities for us at American is when things don\u2019t go as planned we make it as smooth as possible,\u201d she said. “All of us know when we travel, the transparency, the communication, even if it\u2019s not the news you want to hear, it\u2019s helpful.\u201d<\/p>\n
To that end, the new versions of the app and website will also provide more detailed information about what’s causing the disruption.<\/p>\n
The changes will roll out to most users in the coming days.<\/p>\n
Garboden said traditional customer service channels like phone lines and airport agents will still be available, but she encouraged customers to use digital tools as much as possible, because those non-digital options tend to get backed up during major disruptions.<\/p>\n
Zach Wichter is a travel reporter and writes the Cruising Altitude column for USA TODAY. He is based in New York and you can reach him at zwichter@usatoday.com.<\/p>\n