American Airlines plays catch-up to Delta on key customer concern

American Airlines has lagged behind its rival airlines lately regarding financial performance. In fact, when sharing its full-year 2024 earnings results, American reported a net income of $846 million, while its rivals did much better — Delta reported $4.7 billion and United reported $4.2 billion.

One potential reason for the disparity: American hasn’t kept up with the other two airlines in terms of providing the top-notch customer experience travelers expect when they choose a premium airline.

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American Airlines’ recent pivot to premium shows it recognizes the problem and aims to turn things around. The airline has taken steps like opening a new flagship lounge in Philly and restoring a second beverage service it had removed from long-haul flights.

Now, the airline will finally introduce another important service for customers, one that both Delta Airlines and United Airlines have long offered.

It’s a service that goes a long way toward making travel less of a hassle for flyers, and it’s very surprising that it took American Airlines this long to jump aboard.

American Airlines is finally offering customers a more streamlined way to board planes.

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American Airlines finally introduces touchless ID lanes to escape the TSA hassle

American Airlines recently revealed an exciting new update to its services. The airline will finally offer Touchless ID lanes to eligible customers.

The company signaled the intent to add these lanes last year, but will just now begin operating its first ones. These lanes make it possible for qualifying passengers to move through airport security without having to show a physical ID.

Instead, they can pass through TSA lines with the use of facial recognition technology.

Flyers must have a Known Traveler ID Number (KTN) to be eligible for American’s new touchless lanes. This can be obtained by signing up for TSA PreCheck or another known traveler program.

Passengers who have the credentials will need to opt in for touchless ID through the American Airlines app. American will then update their boarding pass to allow access to Digital ID lanes.

The lanes can reduce wait time substantially at TSA checkpoints, with data from Delta showing they reduce the average transaction time with TSA agents from between 20 and 25 seconds down to just seven to 10 seconds.

That’s a big difference when you’re rushing to meet your plane or if you are just sick of standing in an airport security line.

In announcing the new service, American Airlines stated the goal was to enable eligible flyers to “move more seamlessly from the airport lobby through TSA security to enjoy the next step in their travel.”

American Airlines is playing catch-up

American Airlines is slow to the gate in adding this service, as both Delta and United already offer it. The airline is also phasing in the change slowly.

Right now, the touchless ID lanes will debut at Ronald Reagan Washington National Airport (DCA). However, there are plans to expand services soon.

American Airlines will also add the touchless lanes in Atlanta (ATL), LaGuardia in New York (LGA), Salt Lake City in Utah (SLC), Dallas-Fort Worth (DFW) in Texas, Chicago O’Hare (ORD) in Illinois, and Miami (MIA) in Florida.

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Although Delta and United have used the technology for a while, American is better late than never, as at least now its customers will spend less time waiting in line.