American Airlines Becomes First US Airline to Launch Automated Tag for Mobility Devices

American Airlines has become the first U.S. airline to introduce an automated tagging system for mobility devices, which is a huge progress in the handling of wheelchairs and other mobility aids. This new technology, developed by the airline’s in-house Technology team, is now operational at the airports served by American and its regional partners.

What’s New with Automated Tags?

The new automated tags replace the previous manual versions and come equipped with detailed customer and device-specific information. These tags include crucial data such as itineraries, delivery points, device weight, battery type, and any items removed or taken on board. This information ensures that devices are managed with more accuracy and consistency.

The automation of these tags will allows easy data sharing among frontline team members. This means that important details about each mobility device are available across various applications used by airport staff.

Julie Rath, American Airlines’ Senior Vice President of Airports, Reservations, and Service Recovery, highlighted the airline’s dedication to enhancing the travel experience for customers using 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”, Rath said.

Improved Handling and Training

American Airlines has made huge improvements in its handling of mobility devices, with a notable 13% increase in handling efficiency from the first half of 2023 to the first half of 2024. This improvement is a result of several key initiatives:

Enhanced Training

The airline has introduced hands-on training sessions for Airport Customer Service and Customer Operations team members, enhanced by complete web-based training. This training is designed to ensure that all staff are well-equipped to handle mobility devices with care.

Upgrading the Infrastructure

American Airlines has deployed wheelchair movers and installed lifts at its hubs and other airports with high mobility device traffic. These upgrades minimize the risk of damage to devices and prevent injuries to staff.

Simplifying Travel Process

From this fall onward, customers will be able to manage their mobility device and service animal preferences directly through their travel profiles on aa.com. The travellers will be able to easily update their details for any future trips, and American Airlines will also have the most updated information for safe and secure transport.

American Airlines has taken a huge step towards improving the travel experience for customers with limited mobility by offering automated tags. AA is able to maintain its high standards for the handling of mobility devices.