Travelers who rely on mobility devices will experience a more streamlined check-in process with American Airlines, thanks to the introduction of automatic device tags across the airline’s network.
Streamlined Tagging for Mobility Devices
Previously, tags for wheelchairs and other mobility aids had to be manually completed and attached. Now, American Airlines and its regional partners have activated the capability to print enhanced mobility device tags in the airport lobby, similar to bag tags. This innovation aims to simplify the check-in process for passengers with mobility devices.
“American is committed to improving the travel experience for our customers who use wheelchairs and mobility devices,” stated Julie Rath, American’s senior vice president of airports, reservations, and service recovery. “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.”
The new tags contain more specific data about the mobility devices, including full itineraries, delivery points, device weight, battery type, and the number of components a customer removed and brought aboard as carry-on. This enhanced information aims to ensure better handling and tracking of mobility devices.
Enhanced Visibility and Accuracy
Checked devices will continue to travel in the cargo space with other checked luggage. The new tags aim to provide more accurate and consistent information for team members handling the devices, enhancing their visibility throughout the travel journey. The airline believes this will improve the overall handling process and reduce mishandling incidents.
The Department of Transportation reports that U.S. airlines typically mishandle about 1.4% of the mobility devices they carry, with 11,527 incidents reported across the industry in 2023. American Airlines and its regional partners were slightly above the industry average, mishandling 1.77% of the devices they transported in 2023, amounting to 2,589 incidents.
American Airlines is working on improving the experience for its customers with disabilities by enhancing training for employees who interact with or handle the equipment of disabled travelers and investing in new airport infrastructure to make travel easier for disabled customers.
Commitment to Improved Accessibility
In addition to these improvements, American Airlines announced that starting this fall, travelers who rely on mobility devices can include information about their devices in their online profiles. This information will automatically be added to any new reservation they make, further streamlining the travel experience for passengers with disabilities.
American Airlines’ new tagging system represents a significant step towards improving accessibility and customer satisfaction for travelers who use mobility devices. By ensuring better handling and visibility of these devices, the airline aims to provide a more reliable and comfortable journey for all passengers.