Via JonNYC on Twitter American Airlines rolled out their new ‘dynamic re-accommodation’ tool last week. This allows passengers to re-book themselves during irregular operations using the website, mobile app, or kiosks. Although to access the tool customers need to have opted into flight status notifications.
At this time it allows rebooking for American and American Eagle flights only although they foresee a time when it will support rebooking onto joint business venture partners as well.
American Admirals Club New York JFK
You’ll get a list of flights to choose from for the same class of service or lower. The automated tool isn’t as good as working with an ‘AAngel’ who sometimes might be able to book you into a higher class of service if that’s all that’s available on a workable itinerary.
When you’re rebooked tickets will be re-issued or revalidated instantly allowing immediate check-in as long as you’re making a change inside the check-in window for the new flight. Checked bag re-routing will occur automatically with check-in. This isn’t available only to customers without checked bags. And it will be possible to rebook into different airports — co-terminals and airports within 50 miles of your original destination.
If you choose a flight in a lower class of service the refund process for the difference in cost is automated as well.
However not all itineraries are currently eligible to use this:
- Pet in cabin or checked pet
- Unticketed reservations
- Through flights (more than one segment with the same flight number) where a segment has already been flown
- Award tickets (but note that paid tickets with mileage upgrades are eligible, it’s only $0 fare tickets that cannot use this tool)
- When other airline flights are part of the journey
- Diverted flights
- Large party bookings (reservations with 8 or more)
When you’re making a change via this method bear in mind that you only get one bite at the apple. When your flight suffers a change due to irregular operations you’re going to get an ‘SSR’ or special services request added to your reservation. This enables the rebooking via the self-service tool. It’s associated to the segment you’re rebooking, and gets deleted when you change flights.
Interestingly the instructions tell agents that they should still help customers who ask for it, and not to send them to self service options, this is not meant to be the only option that passengers have for help (and they feel the need to remind agents of this!).