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This Airline Is Holding Planes for Connecting Passengers at More Airports

American Airlines Expands AI System to Improve Connection Reliability
American Airlines is broadening the deployment of its AI-powered Connect Assist technology to more airports across the United States, aiming to reduce the incidence of missed connections for travelers. The Dallas-based carrier’s proprietary system uses advanced algorithms to assess when it is operationally feasible to hold departing flights briefly for passengers rushing to make their connecting flights. This approach seeks to strike a balance between minimizing missed connections and maintaining overall on-time performance.
How Connect Assist Works and Its Expansion
Developed internally by American Airlines’ technology team, Connect Assist analyzes real-time flight and passenger data to identify itineraries at risk of missed connections. When the system determines that holding a flight for a few extra minutes is possible without causing significant disruption, it recommends this action to airline staff. The technology was initially piloted in May 2023 at American’s largest hubs, Dallas-Fort Worth (DFW) and Charlotte (CLT). Since then, it has been extended to six major hubs, including Chicago O’Hare (ORD), Miami (MIA), Philadelphia (PHL), and Phoenix (PHX). The airline plans to continue rolling out Connect Assist to additional airports through 2026 as part of a broader initiative to enhance the travel experience through technological innovation.
Operational Challenges and Market Response
Despite its potential benefits, the expansion of flight-holding technology presents operational challenges. Holding a plane for late-arriving passengers can disrupt tightly coordinated schedules and increase operational costs. Additionally, some travelers who prioritize punctual departures may express dissatisfaction if they are affected by delays intended to assist connecting passengers. Market reactions have been mixed; while some customers appreciate the airline’s efforts to facilitate connections, others remain concerned about the possibility of delays.
The competitive environment is also evolving, with other major carriers such as United Airlines implementing similar AI-driven systems to improve connection assistance and strengthen customer loyalty. American Airlines’ broader technology enhancements over the past year include new check-in kiosks designed to expedite the pre-security process, an interactive 3D seat map for Boeing 787-9 aircraft to aid booking decisions, and a redesigned mobile app featuring automatic boarding pass integration with Apple Wallet.
As the airline industry increasingly adopts artificial intelligence and automation to enhance passenger experience, American Airlines’ Connect Assist expansion underscores both the promise and the complexities inherent in leveraging technology to create a more seamless travel experience.

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