This summer, American Airlines is preparing to welcome a significant number of customers, with over 72 million expected to travel. The company is dedicated to enhancing the customer experience and bolstering operational resilience through the integration of technology. Ganesh Jayaram, the Chief Digital and Information Officer for American Airlines, has highlighted the airline’s emphasis on cultivating a tech-first approach to develop cutting-edge digital products for both its team members and customers.
The tech-first approach is being implemented throughout the airline, empowering teams to devise innovative technological solutions to address various challenges. The Information Technology (IT) team has transformed its strategy for developing, maintaining, and securing American’s technological tools, leveraging industry-leading methodologies to streamline processes, expedite recovery during irregular operations, and introduce new features to its mobile app and aa.com.
This technology is projected to have a significant impact this summer in three primary ways:
1. Smart Gating technology, which utilizes machine learning to minimize taxi times and alleviate ramp congestion, has been implemented at five of American’s hubs. This technology has substantially reduced the time aircraft spend taxiing across the system, resulting in an estimated annual saving of 1.4 million gallons of jet fuel and a reduction of over 13,000 metric tons of carbon dioxide emissions.
2. The Hub Efficiency Analytics Tool (HEAT) continues to facilitate expedited recovery during severe weather, preventing over 1,000 cancellations since its launch. HEAT has proven particularly effective during storm events at Dallas-Fort Worth International Airport (DFW) and Miami International Airport (MIA), significantly decreasing the number of cancellations associated with these weather events.
3. A revamped digital experience across desktop and mobile devices enables customers to effortlessly book and manage their travel arrangements. Customers can now make approximately 95% of travel changes online, including modifying trip dates, departure and arrival cities, fare types, and payment methods. Additionally, customers who cancel a trip now receive immediate credits, which are conveniently accessible in their profile for future travel use.
Ganesh Jayaram has underscored the significance of accountability, with every team member and IT partner dedicated to continuously improving and delivering results. With these technological initiatives in place, American Airlines is committed to providing a seamless and efficient travel experience for its customers, both this summer and throughout the year.