American Airlines is rolling out fantastic new functionality, which customers will no doubt appreciate…
In this post:
American gives passengers new insights into flight delays
When traveling by air, delays and cancellations happen, including for situations outside of a carrier’s control. As I see it, what counts is the frequency with which airlines cancel or delay flights, as well as how good of a job they do handling them, including communicating with customers.
Starting today, and rolling out over the course of the next month, American is introducing easy to understand delay and cancellation reasons directly within the mobile app and website. Here’s how American describes the improved functionality:
When flights are disrupted, customers want more than a status update — they want context. Whether it’s a delay due to weather and other external factors, or something within the airline’s control, American will reassure customers that teams are actively working to get them on their way, providing context and rebooking options — and vouchers, when applicable.
In addition to seeing delay and cancellation reasons on the mobile app and aa.com, customers will also begin to receive tailored push notifications, emails and text messages this month, ensuring communications are timely, relevant and informative.
This development builds on American’s recently improved disruption platform, which offers tools that customers need to manage unexpected changes to their travel plans. This includes being able to rebook flights, tracking checked bags, accessing eligible hotel, meal, and transportation vouchers, and more.
Kudos to American, these are all great changes!
I’m pleased to see American improve its technology, including providing better delay explanations through the app and website. This is good, full stop.
It has to be acknowledged that as is all too often the case, American is only playing catch-up here, as this is something that United has been doing for many years. We’ve seen American make all kinds of positive changes to the passenger experience lately, though in a vast majority of cases, it’s just American trying to slightly narrow the gap with competitors (which is easier said than done, when they’re also trying to improve).
While I think better app and website notifications are an important aspect of improving how customers perceive their experience during irregular operations, it’s not everything. I hope the airline also puts effort into how it manages rolling delays in terms of the accuracy with which it updates departure times, and also service from frontline employees in terms of communicating delays, being helpful with answering questions and rebooking, etc.
Bottom line
American is rolling out new app and website functionality, whereby the airline will start providing explanations for why flights are delayed and canceled. Customers most definitely value this level of transparency, so it’s nice to see the airline trying to remove some frustration and friction from irregular operations.
What do you make of this update from American?
So now they can lie about the delay reason in writing. And give you the reason for the delay in 5 minutes increments that come after the posted departure time has passed. What a great improvement.
This is good news provided that AA is fully honest and transparent with their explanations for delays and cancellations. Unfortunately I do not have much faith in AA in this regard.
The issue is that most flyers have no idea of what to do in the event of a delay. They wait around waiting for an overworked, under resourced, stressed out gate agent to help them.
Although it may seem an irrelevant comparison, the DC metro walked back giving reasons for many delays after it exposed that most were due to not having even close to enough drivers. Airlines like to talk up transparency but they may end up eating that.
Looking forward to a follow-up post on the digitalised hotel options - or the lack thereof.
AA will still lie about the reasons for the delay. And it still won't show delays until 30 minutes after takeoff time.
Ahh, the United-Airlines-special!
Who wants to place a bet that AA will find a way to make 99% of all delays/cancelations "weather" or "ATC"?? I have zero confidence that they will act in good faith and see this as a way for AA to now document erroneous delay causes as means to reject compensation claims.
Woohoo! I’ve also noticed they seem to be getting better about announcing causes on planes and at gates, but that’s strictly anecdotal.
When does it matter "Why" a flight is delayed or cancelled ?
Doesn't matter at all .
Anyone who purchases a seat ought not be surprised why a flight is delayed or cancelled .
It matters A LOT to those who have travel insurance. Weather-related delay is covered in the policy!
@ Alert -- I disagree, and it goes beyond just the travel insurance reason shared by TT. Ultimately we all know flights get delayed and canceled, but providing frequent and accurate updates not only gives us a better sense of what we can expect and allows us to make plans, but it also makes us feel like the company cares more, and respects our time.
Let me give an example. Say your flight shows a...
@ Alert -- I disagree, and it goes beyond just the travel insurance reason shared by TT. Ultimately we all know flights get delayed and canceled, but providing frequent and accurate updates not only gives us a better sense of what we can expect and allows us to make plans, but it also makes us feel like the company cares more, and respects our time.
Let me give an example. Say your flight shows a five minute delay in the app. Wouldn't it be useful to know whether the delay of five minutes is because a flight is arriving slightly late, or whether it's because they're short a pilot, and are trying to find a new one? I think it's worth knowing, because the former is likely to be resolved pretty quickly, while the latter isn't.
Bad delay handling goes beyond any on factor. This is just a small thing that contributes to happier customers, as I see it.
As someone who works in the travel and tourism industry down in the Caribbean, I can tell you firsthand that American Airlines is disproportionately affected by delays and cancellations. It’s actually become a running gag at my workplace: when guests arrive late and frustrated, we lighten the mood by asking, “Flying American today?”
More often than not, their response is, “Yeah… how did you know?”
We just smile knowingly.
At least this...
As someone who works in the travel and tourism industry down in the Caribbean, I can tell you firsthand that American Airlines is disproportionately affected by delays and cancellations. It’s actually become a running gag at my workplace: when guests arrive late and frustrated, we lighten the mood by asking, “Flying American today?”
More often than not, their response is, “Yeah… how did you know?”
We just smile knowingly.
At least this technology update is being rolled out by an airline whose passengers stand to benefit the most.
How will they "stand to benefit the most" ?
It was a tongue in cheek comment referencing how AA passengers are affected by delays the most, therefore benefit most from software that explains said delays.
The reason customer most often states yes arrived on AA is because AA has a lot of service to the Caribbean!!