Whenever there’s a flight delay I’ve been able to get agents – whether on the phone or in an Admirals Club – to get me rebooked. However being an Executive Platinum helps, having lounge access helps, and it can be difficult for many passengers to get through to an agent when flights go bad.
The airline has a tool to let customers rebook themselves onto new flights. It’s available on the website, using the airline’s mobile app, or at kiosks and launched two years ago. But when does the ability to rebook oneself onto a new flight become available?
When IROPS happen, remember there are self-service options that customers can use instead of waiting in line at the Customer Service Center. We’ve updated GateReader to include announcements (ALT+A, option 9) for educating customers of the following tools:
When Flights Delay American Rolls Out ‘Refuel and Refresh’ Carts Instead of Handing Out Meal Vouchers
American begins auto-reaccommodating passengers who are on connections when there’s a delay of 30 minutes or more and their connections become in jeopardy. The “dynamic rebooking tool” lets customers rebook themselves during flight delays or when flights are cancelled.
It is triggered:
- For connecting passengers when there’s a 30 minute delay and their connection falls to 40 minutes or less
- For non-stop passengers when a flight is delayed 90 minutes or more
- For all passengers when a flight they’re on cancels
The dynamic rebooking tool is never available, though, to unaccompanied minors, air marshals, passengers on diverted flights, passengers on reservations with 8 or more total passengers, or passengers traveler with a pet (in cabin or as cargo, but excluding emotional support animals and service animals).