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American Airlines aims for enhanced customer experience via mobile booking Android app

February 11, 2011

American Airlines is enhancing the customer experience via an Android application that lets travelers book their flight and keep up to date with travel information.

Android customers can check-in for flights and receive gate, seat and flight status information. Additionally, travelers can view terminal maps.

The Android application is the latest in a series of mobile technologies that American has developed to give its customers more control over their travel experience,” said Stacey F. Frantz, director of corporate communications at American Airlines, Fort Worth, TX.

“We know that our customers are increasingly relying on their mobile devices to stay connected while on the go,” she said. “So our mobile technology strategy is aggressive and at the heart of every technology initiative at the company today.”

American Airlines serves 250 cities in 40 countries with, on average, more than 3,400 daily flight

Take flight
In addition to booking their flight, the Android application lets customers enter their log-in information and password only once. The feature lets the application proactively push upcoming flight details to the home screen automatically.

Customers can also set a parking reminder and monitor the standby list.

Additionally, the application lets travelers track elite status progress.

Customers can also use the mobile boarding passes, which has a two-dimensional 2D bar code.

Consumers can show the bar code on their mobile phone without having to print and present a paper boarding pass.

“The new Android app is designed to meet the evolving needs of our customers – who are mobile by definition – and enhance their travel experience by providing mobile solutions when and where they need them,” Ms. Frantz said.

“AA’s Android app was developed with direct feedback from 750 of its most loyal AAdvantage members on what features they would most like to see,” she said. “Feedback from these customers was instrumental in determining what users value most.”

Travelers can check-in for their flights

Customers can book flights via the app

Customers can save their boarding pass on their smartphone

Customer convenience
Similar to the company’s iPhone application, customers can access their boarding pass and save it to their smartphone.

In addition, travelers can create flight status notifications, enroll in the American Airlines AAdvantage program, access AAdvantage account information, as well as contact information.

“American has a commitment to the aggressive development of mobile applications across platforms – with a focus on customer-facing applications that simplify the travel process,” Ms. Frantz said. “That includes the release of the Android app, as well as the previously released apps for iPhone, iPad and iPod touch.

“We’re getting the word out about the application through our communications strategy, which includes outreach to traditional media; social media – through such channels as Facebook, Twitter and YouTube and our customer communications and employee communications,” she said.

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Rimma Kats is associate editor on Mobile Commerce Daily and Mobile Marketer. Reach her at

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