How American Airlines is making flight connections easier in Phoenix
American Airlines passengers who have tight connections to make could benefit from a new tool that was just introduced in Phoenix.
The airline's new "connection-saving technology" uses data to identify customers at risk of missing their flights because their connection time is short.
The tool proposes a short hold to allow passengers to make the flight, but only if a hold wouldn't cause schedule disruptions, American spokesman Dan Landson said.
The tool was launched at Phoenix Sky Harbor International Airport in late August. Here's what we know about this new AI technology.
What technology does American Airlines use?
American Airlines' new technology aims to ensure that more passengers make their connecting flights even when time is tight.
It analyzes data to identify flights where American can propose a short hold of about 10 minutes or less to save passengers' connections without affecting the airline's overall schedule.
Passengers are notified via text, email and American's mobile app that American is holding their connecting flight.
Landson said American doesn't have early results yet on its success in Phoenix.
In other airports where the technology is used, such as Dallas Fort Worth, Chicago O'Hare, Charlotte, Miami and Philadelphia, "we've seen several thousand connections saved across the network as the tool has been rolled out," Landson said.
This is the latest high-tech feature in American's operations. In 2024, it began rolling out a new boarding enforcement system designed to stop the problem of "gate lice," passengers who try to board before their group is called.
Does American Airlines use AI?
American is using AI in its connection-saving technology and other aspects of its operations. The airline said it "handles large volumes of data from a range of sources" to improve its customer service and operations, and AI "can be very helpful to this effort."
American said it used machine learning "for years" to provide passengers with options for rebooking flights on its website and mobile app when their trips are disrupted. It's also testing an AI-based chat assistant designed to help customers whose flights are delayed or canceled because of severe weather.
AI is used in American's flight scheduling processes, which are based on data from forecast models that suggest how full the flight may be and how much it will cost to operate.
American also uses AI to estimate how many crew members are needed to cover flights and predict the time it takes between a flight's departure airport and its destination, and is working on how AI could better predict baggage volumes.
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Michael Salerno is an award-winning journalist who's covered travel and tourism since 2014. His work as The Arizona Republic's consumer travel reporter aims to help readers navigate the stresses of traveling and get the best value for their money on their vacations. He can be reached at [email protected] .
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This article originally appeared on Arizona Republic: American Airlines' new AI tool improves flight connections
