American Still Uses Paper Vouchers for Free Flights — Airline Innovation Report
Skift Take
American Airlines wants to be known as a customer-friendly company. But the airline still doesn't make it easy for customers to redeem vouchers for flights. That needs to change soon.
The Skift Airline Innovation Report is our weekly newsletter focused on the business of airline innovation. We will look closely at the technological, financial, and design trends at airlines and airports that are driving the next-generation aviation industry.
We also provide insights on developments in passenger experience, ancillary services, revenue management, loyalty, technology, marketing, airport innovation, the competitive landscape, startups, and changing passenger behavior. I write and curate the newsletter, and we send it on Wednesdays. You can find previous issues of the newsletter here.
To redeem a paper voucher on American Airlines, you must call the airline's 1-800 number, where — on one day last week — you might wait 50 minutes for an agent to answer.
When she picked up, you would explain your situation. You cancelled a refundable ticket last year, and wanted to use it to pay for another trip. The cheery agent would take your information, ask which flight y
