In a move that turns conventional airline wisdom on its head, American Airlines is making travel more reliable by strategically delaying some of its flights. The carrier is deploying an artificial intelligence system designed to identify and briefly hold departing aircraft when passengers with tight connections are running late.
How the AI-Powered System Works
The initiative, which American Airlines began testing in May 2025 at its Dallas-Fort Worth hub, has since been expanded to several key airports. The technology uses a complex algorithm to analyze dozens of data points in real-time. It identifies flights where a significant number of connecting passengers are inbound but likely to miss their next departure due to delays.
"If the airline determines it can delay the flight without any impact to the airline's schedule, we will propose a short hold to get those connecting customers onboard," the company stated. The in-house developed system automates a process that was previously managed manually, allowing for more nuanced and frequent interventions.
Expansion Across Major Hubs
Following the initial test, the program is now active at international airports in Los Angeles, Charlotte, N.C., Miami, Chicago, Philadelphia, and Phoenix, Arizona. Michael Wanner, managing director for the American Airlines control centre at Charlotte Douglas International Airport, praised the technology's customer-centric focus.
"Normally, we wouldn't even look at one passenger," Wanner told the Charlotte Observer. "But that one passenger is just as important as the other 189 on there. If you can do a short hold to get them where they are tonight, to get them home, that's a win for us and a win for the customer." The Charlotte system went live just before the busy Memorial Day weekend in 2025.
Technology and Passenger Communication
The airline confirmed to azcentral that artificial intelligence is integral to this technology, as well as to other operational improvements. American Airlines spokesperson Luisa Barrientos Flores explained the system "considers a complex algorithm that takes dozens of inputs" to ensure a delayed flight doesn't create downstream scheduling issues.
When a hold is enacted, affected passengers are notified via text, email, or the airline's app, which informs them how long their connecting flight will wait. The app has been enhanced with new features like turn-by-turn directions to connecting gates, complete with estimated walk times and real-time flight status updates.
On average, these strategic pauses are brief. Flores noted that flights are typically held for about 10 minutes, a short delay that can make the difference between a passenger reaching their final destination or facing a lengthy rebooking process. This innovative use of data and AI represents a significant shift towards more compassionate and efficient operational management in the aviation industry.
