Reservations american【1(202)-990-{7555}】American airlines reservations number
American Airlines wanted to provide convenient digital services for customers and understood there was an opportunity to remove the constraints of the existing legacy architecture, platform, organization, development and operations approaches. Customer-facing applications were based on monolithic code, duplicated and managed in silos. Every change required the same work in up to three places, each managed by different teams.
To respond better and faster to customer needs, American Airlines needed to transform the way they worked to take advantage of new technology features. There was a need to update its technology stack, further increase agility, and introduce DevOps concepts while leveraging an open and flexible cloud platform. The solution brings operations into the development squads, and leverages IBM’s Cloud Solutions Operations Center to provide 24-hour application support and management services, with the IBM team located both onsite at American’s location and at an IBM off-shore location.American Airlines launched Dynamic Rebooking in less than half the time expected, and now has an app that is easy to enhance based on customer feedback. Hosting on the IBM Cloud Foundry platform paid further dividends when Hurricane Irma struck. The business decided overnight to deploy the app globally to all of American's airports.
Patrick Morin, Managing Director of Customer Technology, American Airlines, comments: “One of our expectations with the IBM Cloud was that the hyper-scale should relieve concerns around infrastructure when rolling out an application globally. When the hurricanes hit, we put that to the test and our confidence turned out to be well-founded: the application worked flawlessly, and we’ve since rolled it out to all 300-plus airports without any issues.”
American has received great customer feedback on the new app, which provides vital information and control to customers when travel plans are disrupted. Customers almost always choose the airline’s first suggestion: a clear validation of American’s underlying algorithms.
Julie Rath, Managing Director, Customer Service Recovery at American Airlines, comments: “The Dynamic Rebooking tool finds the best solution for each customer, walks them through the rebooking process, handles the ticket reissue, serves up the boarding pass, and sends a reroute message for their baggage. By giving control back to the customer, we make a positive impact on their experience.”
Deep transformation
While Dynamic Rebooking was in development, IBM and American also worked on the bigger migration of aa.com, customer mobile and kiosk apps to IBM Cloud Infrastructure as a Service, using VMware HCX on IBM Cloud to automate the migration of hundreds of VMware virtual machines to the IBM Cloud. This sliced six months from the original timeline, enabling American to avoid a looming capital expenditure to refresh its existing hardware. Migrating to IBM Cloud also significantly improved server performance and reliability, and reduced the end user response time.
IBM assumed responsibility for operational managed services for both the migrated and transformed environments via a single support model for multi-cloud environments.
With customer-facing apps running on open platforms in the IBM Cloud, and a cloud-native approach to development, American is achieving its key objective of innovating faster in response to changing customer requirements. The airline can also plug in other pre-built services on IBM Cloud, such as web load balancing, weather forecasting and machine learning. The coding time previously dedicated to maintenance is now available for new requirements, helping American innovate for its customers and outpace competitors. Beyond the technology, American has more closely aligned its business and technology organizations to work together in rapid cycles of co-creation to meet customer needs.