American Airlines Redesigns Its App: The Good, the Bad, and What’s Still Missing

For frequent flyers, especially those who live out of a carry-on and a calendar, the airline app has become as essential as the boarding pass itself. American Airlines knows this—and its newly redesigned mobile app, which began rolling out in April, is built to meet the needs of business travelers who expect precision, clarity, and control from the palm of their hand.

The redesign introduces a modern, streamlined interface and an overhauled user experience, with smarter features aimed at simplifying the journey.

Photo: Courtesy of American Airlines

American claims the new version is a direct response to customer feedback, and it shows—at least on the surface.

“We’re dialed in to delivering on new ways to make our customers’ travels with us as easy as possible, so improving their most powerful tool — the app — is a significant focus of ours,” said Heather Garboden, American’s Chief Customer Officer. “This newly redesigned app is the first step in giving us a base that will allow us to continue to build and release new features so we can always deliver what customers value most.”

A More Dynamic, Personalized Experience

The latest version of the app now adapts in real-time to your travel status, offering a personalized home screen with relevant trip information, AAdvantage status details, and upcoming itineraries.

Frequent flyers can quickly access tools like mobile boarding passes, flight tracking, and even real-time gate updates through iOS Live Activities or Lock Screen widgets. Travelers using iPads can now interact with a version of the app that feels natural on larger screens—a long-requested feature.

Photo: Courtesy of American Airlines

Navigation within the app now mimics the intuitive design of widely used consumer platforms. AAdvantage members can monitor mileage accrual and elite status with greater clarity, while a dedicated trip section consolidates all upcoming flights, whether they are days or months away.

Photo: Courtesy of American Airlines

The app also provides access to in-flight entertainment, interactive airport maps with turn-by-turn directions, and security wait times at key hubs like Dallas-Fort Worth (DFW), New York (JFK), LaGuardia (LGA), Phoenix (PHX), and London Heathrow (LHR).

For those passing through DFW, American has enabled touchless check-in via iOS App Clips—just one of the ways the carrier is minimizing friction for travelers trying to move swiftly and safely through busy airports.

What Business Travelers Like So Far

For many road warriors, the app checks the most important boxes. It’s reliable for booking, checking in, and receiving alerts about delays or cancellations.

But some basic functions are still missing. As user “radiowell” pointed out in Flyer Talk, a well-known online travel forum, “I’m still puzzled that booking flights and changing seats are not native features,” he posted, capabilities that are fully integrated into competitors’ apps.

Photo: Courtesy of American Airlines

A decade-long American Airlines flyer wrote on Google Play that they’ve had “no major issues” using the app and find it an easy, effective way to manage their travel on the go. Frequent travelers also appreciate the bag-tracking feature, the “at-a-glance” home screen layout, and how seamlessly the app integrates with Apple Watch and Apple Wallet.

The visual refresh has been received as a long-overdue upgrade, finally aligning the app’s functionality with the expectations of travelers accustomed to fluid, fast-loading mobile experiences.

Still a Work in Progress

Yet despite its promise, the app’s performance hasn’t been flawless—and many users haven’t been shy about pointing out its weaknesses.

Some travelers report glitches that directly impact their trip outcomes, such as boarding passes failing to load or the app not notifying them when check-in has not been completed. One user even described missing a flight after assuming they were checked in, only to find out too late that the app had failed to issue a warning. Others have experienced freezing on iPads, app crashes, and the need to delete and reinstall the app to get it working again.

Photo: Courtesy of American Airlines

There have been complaints regarding the app’s usability. Some users report that it still provides outdated or incorrect gate information, leading to unnecessary delays when they are sent to the wrong concourse.

Android users, in particular, have criticized the lack of Google Wallet integration—a feature that is available on iOS—and have questioned why multi-city bookings still require redirection to the mobile website.

In comparison to competitors like United’s app, American’s platform is frequently noted for its limited features. Notably, users cannot scan barcodes at TSA checkpoints or book complex itineraries directly through the app, prompting some seasoned travelers to seek alternative tools.

A Flyer Talk user named MilesTalk stated, “Of the three major US legacy carriers, AA’s app is by far the worst. While American Airlines is my preferred airline, the app is inferior. The main issue for me is that you can’t book award tickets on the app, unlike United and Delta. Moreover, many functions in the app redirect to the mobile site rather than functioning natively.”

A Promising Foundation

As it stands, the redesigned American Airlines app is a meaningful improvement—particularly for business travelers who want a streamlined, self-service tool for day-of-travel decisions. It handles the basics well and adds a layer of convenience that’s welcome in an industry still rebuilding its digital credibility.

American Airlines / Photo: Courtesy of American Airlines

But as with many airline tech platforms, it’s a tool that demands close attention. If you’re relying on it, double-check critical details like check-in status, flight updates, and gate assignments. Despite the clean new look and smarter features, American’s app remains a work in progress—one that will need regular upkeep to truly earn the trust of the travelers it’s designed to serve.

For the most up-to-date sentiment, prospective users should read the latest reviews on the App Store or Google Play. While American has laid a strong foundation, the real test will be whether the updates continue to keep pace with the high expectations of its most frequent—and demanding—passengers.