American Airlines saves thousands of passenger connections with new technology

In mid-May 2025, American Airlines introduced a new connection-saving technology at its Charlotte hub in the United States, followed by implementation at its Chicago hub on June 30, 2025. This technological innovation was developed by the American team to enhance the process of holding flights for connecting passengers without substantially impacting the airline's schedule. The managing director of American's Charlotte control center, Michael Wanner, pointed out that thus far, about 1,000 connections have been saved in Charlotte since the technology's rollout. Additionally, it has benefited thousands of passengers in both Charlotte and Dallas, as stated by the airline. The solution aims to address the long-standing issue of accommodating connecting flight passengers who arrive late to the gate, a practice advocated by the Allied Pilots Association. Spokesman Dennis Tajer emphasized that there has been pressure on agents to prioritize on-time departures—defined as D-zero departures—leading to feelings of neglect among delayed passengers. The push for a more compassionate customer service approach is part of a broader effort by American Airlines to improve its reputation in a competitive market, especially compared to Delta and United Airlines, which have been perceived as having higher passenger service standards. United Airlines had previously implemented a similar program called Connection Saver in June 2019, utilizing artificial intelligence to automatically identify departing flights that could wait for connecting customers. The program has reportedly saved 3.3 million connections since its inception. Delta Airlines has also modernized its approach by providing real-time flight updates and case-by-case holds based on individual circumstances. The arrival of American's new technology reflects the industry's recognition of the importance of a more human-centric approach to air travel, seeking to enhance passengers' experiences across the board. In anticipation of expanding this connection-saving system, American Airlines plans to roll it out in additional hubs, including Miami and Phoenix, following its successful introductions in Charlotte and Chicago. This initiative symbolizes a shift in the airline's operational philosophy towards being more accommodating, which is supported by industry stakeholders, including pilots who advocate for treating all passengers with respect and care. American Airlines' commitment to saving connections is a testament to evolving policies that prioritize passenger comfort even amid the operational pressures faced by airlines today.