NEW AIRPORT TECHNOLOGY MEANS FASTER, EASIER TRIP "THROUGH THE AIRPORT" ON AMERICAN AIRLINES

OneStop Self Service, Curbside Check-in, "Roving Agents" Part of Major Customer Service e-Enhancements

With the swipe of a major credit card or an AADVANTAGE® premium membership card, American Airlines’ customers are using American’s new generation of airport technology to get to the aircraft faster than ever before.

American is installing state-of-the-art OneStop Self-Service kiosks and expanding innovations such as OneStop Curbside Check-in and "Roving Agents" to make the airport experience faster and more convenient.

"No one likes to wait in line, so our customers love the convenience of our OneStop Self-Service product. With the swipe of a card, they can get their boarding pass, select their seats, answer security questions, even check luggage at some locations – all in one stop, by simply touching the screen," said Dan Garton, American’s executive vice president of Customer Service.

Self-Service kiosks are being installed in more than 30 U.S. American Airlines terminals to provide a quick and easy alternative for domestic customers with electronic tickets who prefer to help themselves. Customers use their AADVANTAGE Executive Platinum, Platinum or Gold membership cards, or a major credit card, to begin the self-service transaction and then just follow the instructions on the touch-screen device.

"Our customers’ time is valuable and they prefer to have choices for doing business with us," said Bella Goren, vice president of Customer Services Planning for American. "OneStop Self-Service is just one more way we can minimize the time our customers need to spend in the airport and make their travel on American more convenient."

OneStop Self-Service kiosks are currently available at nine airports: Albuquerque, Atlanta, Austin, Chicago O’Hare, Dallas-Love Field, Minneapolis/St. Paul, Raleigh-Durham, San Antonio and San Jose, Calif. Approximately 40,000 customers used the convenience of OneStop Self-Service in these locations last month. By the end of the summer, American will have about 300 devices installed at airport ticket counters, departure gates and selected Admirals Clubs in more than 30 cities.

As a special introductory offer, American is offering 500 AADVANTAGE miles each time a passenger uses OneStop Self-Service to check in. Customers can earn up to 2,500 miles using OneStop Self-Service devices before September 30, 2001.**

The OneStop Self-Service product is the next generation of a kiosk application first developed by American several years ago. OneStop offers enhanced functionality as well as technical advancements over the original device. The OneStop software application was developed by Sabre, Inc and runs on a device manufactured by Northrop Grumman.

OneStop Self-Service complements other innovative airport technology introduced by American -- OneStop Curbside Check-in and Roving Agent. American is the only airline that offers curbside check-in to both electronic and paper-ticketed passengers, allowing customers to check luggage and receive a boarding pass even before they enter the terminal. This service is available from about 200 units at nearly 70 domestic airports. More than 350,000 passengers use OneStop Curbside check-in on a monthly basis.

Roving Agent is a wireless hand-held device used by American’s customer service employees to issue boarding passes to passengers in non-traditional and often unexpected places – as they are sitting in the gate areas, enjoying a cup of coffee at one of the airport shops, or simply walking down a concourse. Roving Agent is currently available in several airports, including DFW and JFK, and will be in about 20 airports by year end.

"It’s all about asking our customers what is important to them and then putting our resources into meeting their needs," Goren said. "Products like OneStop Curbside, OneStop Self-Service and Roving Agent complement the expertise of our customer service professionals and give our customers choices in their airport experience."

In the coming months, American will introduce telephone check-in service to top-tier AADVANTAGE members flying on electronic tickets without checked luggage.

Telephone check-in complements the airline’s new Flight Status Notification feature, which offers proactive notification of changes to flight schedules or other flight information to individuals who register for this service through AA.com®. The information is delivered through a variety of wired and wireless device options, including phones, e-mail, alphanumeric pagers, text-enabled wireless phones or personal digital assistants.



** Offer is valid until September 30, 2001. Five hundred (500) AADVANTAGE bonus miles will be awarded each time an AADVANTAGE member receives a boarding pass using the OneStop Self-Service device. Maximum AADVANTAGE bonus miles awarded to an individual member in conjunction with the OneStop Self-Service promotion are two thousand and five hundred (2,500) miles. Bonus mile offer good only once in any 24-hour period per airport. AADVANTAGE numbers must appear in the reservation at the time boarding pass is issued via OneStop Self-Service. AADVANTAGE bonus miles will be posted to the passenger’s account within 4 weeks of the transaction. American Airlines reserves the right to change the AADVANTAGE program rules, regulations, travel awards and special offers at any time without notice, and to end the AADVANTAGE program with six months notice.