""Travel is shifting from rigid filters to natural, conversational intent," he told Skift. "Travelers are searching for highly specific scenarios, and we are seeing that firsthand in our GenAI-powered search tool.""
""Early use shows customers asking more complex, more personal questions - often blending budget, loyalty, timing, and experience in a single prompt - and engaging more deeply with results because the tool translates all the complexity into simple, confident choices," he said."
""Today, with AI, the system analyzes live operational conditions - from weather to taxi times to gate availability - and helps our team take quick, informed action to protect the customer's journey," he told Skift."
American Airlines expressed skepticism about using AI for fare pricing while deploying AI across other operational and customer-facing areas. Generative AI powers a conversational destination search that interprets natural-language prompts and handles complex, blended criteria such as budget, loyalty, timing, and experience to produce clear recommendations. Early usage indicates customers pose more personalized, complex queries and engage more deeply with results. Operational AI analyzes live conditions—including weather, taxi times, and gate availability—to support rapid, informed operational decisions aimed at protecting customer journeys. The effect on customer satisfaction will be measured in the upcoming J.D. Power North America Airline Satisfaction Survey.
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