Airport Experience Technology Takes Center Stage in AA’s Summer Travel Strategy Share

All images via American Airlines

American Airlines (AA) has introduced a series of customer-focused technologies ahead of the peak summer travel season. From AI-powered rebooking tools to intelligent connection-saving systems, the airline is working to elevate the passenger experience through innovative solutions.

This summer, American Airlines is utilizing technology to enhance nearly every aspect of the travel experience. Its latest updates reflect a long-term commitment to modernizing the passenger journey, increasing passengers’ sense of control and deliver greater reliability.

AA App Tests AI Assistant to Rebook Passengers

In April 2025, AA rolled out a comprehensive redesign of its mobile app to enhance the user experience that reflected both customer feedback and modern design trends. One standout feature includes Live Activities for iOS users, which displays real-time updates on departure times, gate information and baggage location directly on the lock screen.

Passengers can add more bags, check security wait times and view airport maps with just a few taps. And now, the app has an updated backend system that means it can handle more complex actions, such as check-in for oneworld partner flights. If delays or cancellations occur, travelers will get in‑app rebooking suggestions and automatically be issued hotel, meal and travel vouchers.

The carrier is also testing a conversational chat assistant powered by generative AI to help customers rebook flights if they have been delayed or canceled due to weather. The virtual agent offers immediate assistance through the airline’s app and website, removing the need for long waits at service desks or call centers.

Tech to Help More Passengers Make Connections

One of the most innovative additions to AA’s summer tech arsenal is its new flight-hold system, which was developed in-house. The airline began testing the system in Dallas Fort Worth and Charlotte, which are two of its largest hubs. Both have a significant volume of connecting passengers.

The technology identifies departing flights with connecting passengers who are running behind due to delays and calculates whether the departing flight can be held for a few extra minutes without disrupting the broader network to save customers’ connections.

If the answer is yes, the system automatically authorizes a short gate hold to give those passengers a better shot at making their connections. This is a key advancement, especially during tight summer schedules when connections are crucial. AA plans to expand the test to other hubs over the summer.

In-Airport Technology Gets a Boost

Airport check-in has also gotten faster. AA has deployed modern self-service kiosks in major hubs such as Charlotte, Chicago O’Hare, Dallas Fort Worth, Los Angeles, Miami, New York JFK and Phoenix. The kiosks are optimized for speed and can complete transactions in under two minutes. For passengers who paid for their checked luggage online, the process is even faster.

In addition, the carrier has partnered with local and federal agencies to augment the passenger experience. At Washington Ronald Reagan, LaGuardia, Atlanta Hartsfield and Salt Lake City, passengers flying American Airlines are eligible for a streamlined TSA security check by enrolling in the biometric Touchless ID system. It replaces physical document checks with facial recognition.

American Airlines Chief Digital and Information Officer Ganesh Jayaram explained, “User-friendly technology is part of our daily life and should extend into what our customers experience when they travel on American. With our renewed focus on the customer experience, we’ve ramped up our digital capabilities throughout the travel journey so our customers can focus on what matters most: getting to their destination.”

AA Gears up for Record-Breaking Summer

This summer, American will operate over 715,000 flights between May 16 and September 2, averaging five departures per minute. On its busiest day, July 6, the airline plans to schedule 6,800 departures. In Chicago alone, American Airlines has increased flight volume by 20% compared to last summer, while the airline is offering nearly 5% more flights overall than it did last summer.

To support this scale, American’s digital tools address major passenger pain points and form part of a broader strategic roadmap. Over the next year, the airline will expand its flight-hold system to more hubs and introduce biometric screening at additional airports. Generative AI tools will also continue to evolve, becoming more capable and context-aware.

These updates are not limited to summer demand. They reflect AA’s commitment to long-term transformation that positions technology as a permanent pillar of the travel experience.