American Airlines Cargo enhances online airfreight booking system

By Rachelle Harry

American Airlines Cargo has added new features to its digital booking platform to give its customers more autonomy when booking, schedule searching and submitting claims online.

American Cargo said the new features — which include enabling allotment bookings online, a flight schedule search capability that doesn’t require a log-in and an online interactive claims form — come after the initial implementation of the new online cargo management system in October last year.

The carrier said the new platform features will both streamline and advance the company’s cargo business through reduced paper use and an increasingly more touchless system.

Angela Hudson, head of transformation at American Airlines Cargo, commented: “The pandemic has made this hard, particularly on a project of this size and which requires this much collaboration. Thankfully we were already committed to a mindset of adaptation and innovation, which is what has allowed us to navigate changing world circumstances and continue to make progress.” 

“Our new technology platform allows for a better experience for our customers, enables them to make bookings at their convenience and offers more flexibility and efficiencies behind the scenes for our team members.”

American Cargo began its cargo and airport operations technology transition more than three years ago.

The company explained in a statement: “The entire technology overhaul replaces the majority of American’s legacy technology, reducing 90 systems down to less than 10. Not only do the new tools bring an upgraded customer experience, the evolution of the investment is part of a broader initiative to modernize the entire business. ”

American also noted that with more team members working from home in the last few months and limited to virtual interactions, its team, technology and vendor partners have had to adapt to keep the project on target.

The project is due to complete at the end of the summer.

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