American Airlines announced on Tuesday an automated tagging program for passengers with mobility devices. The streamlined system, the carrier said, should help it better manage passengers’ wheelchairs, scooters and other indispensable equipment.
American Airlines announced on Tuesday an automated tagging program for passengers with mobility devices. The streamlined system, the carrier said, should help it better manage passengers’ wheelchairs, scooters and other indispensable equipment.
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The new computer-generated tags, launched last week at airports worldwide, replace the ones written by customer service agents. The new markers resemble checked-bag tags but with a greater wealth of information, such as where to deposit the device upon landing; details about the equipment, including weight, battery type and any preexisting dings or damage; and an inventory of disassembled parts.
That system, American Airlines said, will eliminate the guesswork of reading an agent’s handwriting and ensure consistency. It will also provide “enhanced visibility” of the equipment, according to a company statement, and allow its staff members to share passengers’ information more easily.
Later this year, travelers will be able to save details about their equipment and their service animals in their personal profile. The agent then can pull up the information electronically. The airline also is developing a way for passengers to track their equipment throughout their journey, it said.
We’re constantly innovating on our efforts to deliver a more seamless travel experience for all of our customers,” Kim Cisek, the airline’s vice president of customer experience, said in a statement to The Washington Post. “This advancement not only makes travel more convenient for our customers who use wheelchairs and other mobility devices, it also equips our team members to help deliver a world-class customer experience.”
Accessibility advocates applauded the carrier for its commitment to passengers with mobility needs. But they cautioned that the new tagging system was one small step on a long road toward obstacle-free travel.
“It’s certainly more efficient, and it should help prevent wheelchairs from falling through the cracks from a data standpoint,” said John Morris, founder of wheelchairtravel.org. “But I don’t necessarily know if it’ll have a significant impact on the actual passenger experience.”