American introduces dedicated bag tags for mobility devices

Losing or damaging a wheelchair can leave a traveler stranded, and it happens more than 30 times a day in the United States. More than one percent of mobility devices are mishandled. American Airlines hopes to improve its record on that front with the introduction of a dedicated baggage tagging process for wheelchairs and mobility scooters.

Streamlining the check-in and tagging process is an industry-leading effort that will help us further improve how we handle wheelchairs for our customers who entrust us to transport their devices on their journey.

– Julie Rath, American’s Senior Vice President of Airports, Reservations and Service Recovery

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The new process creates a consistent tag for all devices, containing customer- and device-specific data for the trip, including the full itinerary, device weight and battery type. Perhaps most importantly, by collecting the information digitally, American can redistribute it consistently to frontline workers.

Rather than a baggage crew being surprised that an electric scooter is on board when they open the cargo bay on arrival, for example, they can be informed while the aircraft is en route. Staffing or equipment can be adjusted to handle the mobility devices. Whether that actually happens remains to be seen, but at least there’s the potential now.

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Additionally, American is working to allow passengers to add mobility devices and service animals as part of their traveler profile. Later this year the carrier expects to offer that option online, making it easier to quickly and consistently transfer the necessary data into a booking.

More on cabin accessibility challenges:

• Air4All, Delta Flight Products team for wheelchair seating on board
• DOT finalizes single-aisle accessible lavatory rules
• Making premium more accessible in United’s Polaris single-aisle design