New transparency tools aim to help travelers understand the disruption and reduce frustration during delays and cancellations.
Airline apps make flight delays and cancellations clear
How some airline apps account for flight delays and cancellations to give travelers a clear sense of security and a better airport experience.
- American Airlines will now provide customers with detailed instructions about flight delays and cancellations.
- This information is available through the airline’s app, website, and email notifications.
- Knowing the cause of the delay will help passengers understand whether they are entitled to compensation.
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American Airlines is telling you why your flight was delayed.
The company started rolling out enhanced delay and cancellation notices last month, which, as I told Heather Gerboden, the company’s chief customer officer, is a smart move.
There’s nothing more frustrating for a traveler than having a flight delayed but not knowing why or how long the delay will last.
With the latest app update, American Airlines now provides customers with more detailed explanations behind any delays or cancellations. Although it doesn’t solve the underlying problem, Gulboden said he hopes it will give passengers more peace of mind when things are not going well.
“We can all relate. Traveling stress is at its peak when your flight is delayed or cancelled, so understanding what’s going on can help alleviate stress,” she told me.
United Airlines began providing customers with similar explanations for delays and cancellations in 2018, and we were surprised that other airlines didn’t follow suit sooner.
Here’s what you need to know about American Airlines’ latest updates and how to find this type of information if you fly with another airline that doesn’t offer this type of information easily.
American Airlines app update
The update began rolling out on American’s app, website and email notifications on March 16th, and the enhanced cancellation and delay explanations became available on all flights across the airline this week, March 30th.
“It sounds very simple, but there are over 1,800 different explanations for what delays a flight,” Gerboden said. “I want to communicate in a way that customers can understand.”
Common causes of delays and cancellations include weather, maintenance issues, and air traffic control programs.
“I don’t think anyone gets upset about having too much information on a plane, especially when things don’t go as planned,” Gerboden said. “Ultimately, we want our customers to know that we are as transparent as possible with them and strive to create the calmest environment possible.”
Why this matters to travelers
Knowing the cause of the delay will help you understand what you are entitled to.
If the airline is responsible for the schedule change, such as due to maintenance or staffing issues, passengers typically receive hotel and meal vouchers depending on the length of the delay. This does not apply in cases where the airline is not responsible for the disruption, such as in the case of weather.
William J. McGee, senior fellow for aviation and travel at the American Economic Liberties Project, told me that airlines sometimes try to gloss over such explanations, especially when internal communication on the issue is unclear, and he’s optimistic that technology can help.
“One of the biggest causes of frustration for passengers is A) not being told anything and B) feeling cheated,” McGee said. “If these apps can help with that, that’s a good thing.”
Lack of communication from airlines during disruptions is a major complaint from customers across airlines, and anything companies can do to alleviate it will help resolve those complaints.
“What passengers are really upset about is not being told anything. That’s the worst thing,” McGee said. “I really need someone to tell me why this is happening.”
He added that he has seen firsthand how poor communication from airlines can lead to incidents of aviation violence. When passengers are stuck at the gate for hours with no information about what’s going on, everyone is stressed out and disgruntled passengers can become abusive.
“Anything that can lower the thermostat is a good thing,” McGee said.
Where else can you find this kind of information?
Even if you don’t fly with an airline like United or American that offers this information in their apps, there are a few places you can check to get a full picture of the causes behind flight disruptions.
One of the first places I always check is the Federal Aviation Administration website, which lists the status of the National Airspace System. There you will find information about the status of the airport where the delay is occurring.
Other places to check are FlightAware or FlightRadar24 to track planes arriving for your flight.
You can also check the airport’s website directly for more information on the situation affecting your area.
Apps like Flighty are also great tools for frequent travelers, but most of their tracking features are behind a paywall, so they may not be worth it for those who fly only a few times a year.
But in general, I think it’s best for companies to be transparent and proactive. I hope more airlines follow United and American Airlines when it comes to explaining delays.
Zach Wichter is a travel reporter and writes the Cruising Altitude column for USA TODAY. He is based in New York and can be reached at zwichter@usatoday.com.
