FORT WORTH, Texas – American Airlines today launched a new systemwide boarding process that saves overall boarding time by allowing customers who are traveling light to board earlier. Customers traveling with one personal carry-on item that fits under the seat in front of them will be invited to board before Group 2.
The new boarding process is another example of how American is reinventing itself by continuously seeking out ways to streamline processes, creating a more efficient and enjoyable customer journey. With on-time performance being a key factor in the airline’s dependability rating, every minute saved during boarding allows American to push back from the gate earlier, resulting in a more timely departure and arrival.
“For customers, departing on time and arriving at their destination on time is a huge factor in how they feel about their overall experience,” said Carol Wright, American’s Vice President – Customer Planning. “Our tests indicate that this new boarding process will improve our dependability and on-time performance, while being easier and more enjoyable for our customers. It’s another example of our promise to put our customers at the center of everything we do.”
The new boarding process follows successful testing done earlier this year at American Airlines gates at airports in Austin, Texas (AUS), Baltimore (BWI), Denver (DEN), Fort Lauderdale, Fla. (FLL), Kansas City, Mo. (MCI), Minneapolis-St. Paul (MSP) and Washington-Dulles (IAD).
The test received overwhelmingly positive feedback from American’s customers, and agents like the new process because it allows for smoother and quicker boarding for everyone. American expects to see a notable reduction in average boarding time per flight with the new boarding process.
American is continually looking for innovative ways to enhance the customer experience. Other recent enhancements designed to give customers more choices when traveling include:
The expansion of American’s next-generation kiosks with self-tag capabilities for checked baggage, speeding up the check-in process
New fare choices with perks that include preferred seating, early boarding and same-day flight changes
More power ports onboard to help customers stay charged and connected throughout their journey
American’s baggage policy allows each customer to take onboard at no charge one personal item that will fit under the seat in front of them and one bag that meets the FAA-mandated carry-on size requirements to fit into the overhead storage compartment. With the new boarding process, customers who wish to board early before Group 2 can gate-check their carry-on bag at no charge.