American Airlines is harnessing the power of artificial intelligence (AI) to analyze vast amounts of data and improve experiences for customers and team members. AI plays a crucial role in helping the airline adapt to challenges, make data-driven decisions, and deliver solutions that enhance operations and customer service.
AI at American Airlines focuses on supporting human decision-making rather than replacing it. The airline’s approach to AI is grounded in governance, ensuring safe, secure, and responsible use of the technology.
AI Benefits for Customers
- Machine learning assists customers in quickly rebooking disrupted journeys through user-friendly options on aa.com and the mobile app.
- Forecasting models predict load factors and costs, enabling the airline to create better schedules that align with customer needs.
AI in Operations
- AI predicts crew requirements to ensure reliable operations while providing flexibility for team members.
- Machine learning estimates block times—time from departure to arrival—improving schedule reliability.
- AI-driven baggage models predict bag volumes to expedite handling and improve efficiency.
Future Innovations with Generative AI
American Airlines is exploring generative AI (Gen AI) to further enhance the customer journey. Potential applications include enabling better self-service tools online and optimizing operations. A centralized approach to managing Gen AI, supported by a governance framework, will allow the airline to scale these technologies responsibly.
