American Airlines has become the first US airline to launch automated tags in order to improve the handling of wheelchairs and mobility devices across their network, in a bid to help travelers with disabilities.
An estimated 5.5 million US citizens use wheelchairs and many of them face obstacles when traveling by plane. According to a US Department of Transportation report published on February 29, 2024, a total of 11,527 wheelchairs and scooters were improperly handled by carriers in 2023.
The new tags, which will replace the existing manual tags, look similar to the paper strips used for checked luggage. They contain detailed information about the device’s weight, battery type, customer itineraries, delivery points, as well as the number of items removed and taken on board.
According to American Airlines, the main purpose of the move is to enhance visibility throughout the journey and allow easier sharing device information across the frontline team, ensuring that staff get the necessary details at the right time.
“American is committed to improving the travel experience for our customers who use wheelchairs and mobility devices,” said Julie Rath, American’s Senior Vice President of Airports, Reservations and Service Recovery, in a press release. “Streamlining the check-in and tagging process is an industry-leading effort that will help us further improve how we handle wheelchairs for our customers who entrust us to transport their devices on their journey.”
The new tags are already being utilized at airports where American or its regional partners are active. Additionally, the airline has installed accessible wheelchairs and lifts in these airports.
Starting from autumn 2024, American will enable passengers to store details about their mobility aids or assistance animals on their digital accounts, simplifying the process even further.