American Airlines Introduces New Technology to Enhance the Customer Experience

In other to ease customers experience, look after the well-being/ safety of customers and team members and as well advance its technology capabilities. American Airlines created a new ‘Touch-less’ check-in experience for customers, which allows customers to proceed to the gate without touching the kiosk screen, even if they are checking a bag.

Customers who would like to check baggage and are traveling domestically on a single itinerary can indicate how many bags they plan to check on the American Airlines app or at

When the customer arrives at the check-in kiosk, they can scan the boarding pass on their personal mobile device or one they printed out at home. After the boarding pass is scanned, the kiosk automatically prints the bag tags, all without the customer having to touch the kiosk. This new technology will be in place at more than 230 airports.

American continues to build on its commitment to the safety and well-being of its customers and team members. The airline has implemented multiple layers of protection for customers that include clean airports and airplanes, looking out for the health of team members, and requirements for customers to wear face coverings.

Every aircraft is disinfected, including hand-cleaning seat buckles, seats, tray table and other surfaces. American also applies an electrostatic spray inside the aircraft every seven days which kills 99.9999% of viruses and bacteria within 10 minutes.

The airline continues to work with the Global Biorisk Advisory Council for GBAC STAR accreditation for its fleet of aircraft and customer lounges. American is the first airline to seek GBAC STAR accreditation and expects to receive the designation by the end of 2020.

American has also expanded the frequency of cleaning in airport areas under its control, including gate areas, ticket counters, passenger service counters, baggage service offices and team member rooms. Customers on many flights receive sanitizing wipes or gel, and American has limited food and beverage delivery to reduce interactions between flight attendants and customers.


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