American Airlines Unveils Major Upgrade to App with ‘Chat With Us’ Feature

By Paul Riegler on 8 June 2020
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American Airlines announced the release of version 2020.07 of its smartphone app, adding several new features including a new “Chat with Us” feature connects users with a virtual assistant and, if necessary, a customer service representative via chat.

The airline began to use a new format for numbering versions of the app earlier this year. The new format begins with the four-digit year followed by a period separator, which is then followed by the two-digit number of the version.

The Chat with Us system places the user in a chat session with a virtual assistant.  The bot will transfer the user to a customer service representative based on the nature of the chat.

Earlier this year, American upgraded the app with a new “Waitlist” feature that combines upgrade and standby lists for a particular flight.

Waitlist will display traveler status by cabin. Once an upgrade request clears, the app will display the individual traveler’s name and new seat number on the list.

American’s app is available on both Apple iOS and Android platforms.

(Photo: Accura Media Group)

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