American Airlines Unveils Advanced Tag System for Improved Wheelchair Handling

American Airlines has set a new standard in accessibility by becoming the first U.S. airline to introduce an automated tagging system for mobility devices.

This innovative move is part of American’s broader commitment to enhancing the handling of wheelchairs and other mobility aids across its network. The new tags, developed internally by American’s Technology team, are currently being implemented in airports where the airline and its regional partners operate.

The automated tags offer a significant upgrade from the previous manual system. They include detailed, customer-specific information such as travel itineraries, delivery points, device weight, battery type, and the number of detachable items taken on board.

This data helps ensure that team members have consistent and accurate information when handling these devices, providing better visibility throughout the travel journey. The automation also facilitates the seamless sharing of device information across frontline team members’ applications, ensuring that everyone involved has the right information at the right time.

American Airlines has undertaken multiple initiatives to improve the travel experience for customers with mobility devices. These efforts have resulted in a nearly 13% improvement in the handling rate of mobility devices from the first half of 2023 to the first half of 2024.

A key component of these improvements is the hands-on training provided to American’s Airport Customer Service and Customer Operations team members and vendor partners. This training, offered in partnership with an external organization, includes practical sessions to complement the comprehensive web-based training required for all American airport team members.

In addition to training, American has invested in airport infrastructure to further support the safe handling of mobility devices. The airline has deployed wheelchair movers and installed lifts at hubs and other airports with high mobility device traffic. These measures help reduce the risk of damage to the devices and prevent injuries to team members.

Starting this fall, American will also streamline the travel experience for customers by allowing them to easily add and maintain their mobility device details in their travel profiles on aa.com. This digital management option ensures that the airline has all the necessary information to safely and securely transport mobility devices.