American Airlines Adds AI to Cut Missed Connections

American Airlines has introduced a new AI-powered system at Phoenix Sky Harbor International Airport (PHX) designed to assist passengers with short connection times.

The system automatically holds departing flights for a short period (up to 10 minutes) if it detects that travelers risk missing their flights because of delays or tight schedules.

The deployment at Sky Harbor builds upon earlier trials. In May 2025, American tested similar AI-powered flight-hold functionality at its Dallas-Fort Worth (DFW) and Charlotte (CLT) hubs to spot and accommodate at-risk connecting passengers.

The system continuously monitors live operational data, such as flight status updates and passenger connection data, in order to identify when travelers might arrive behind schedule. When it determines that a risk exists, the system evaluates the operational impact of a delay.

Previously, gate agents decided whether to delay departures to accommodate connecting passengers. Now, the system replaces that process with data-driven logic.

Just a day before, the six unions representing American Airlines employees demanded a comprehensive strategic reset, including investments in customer-facing services, higher pay, and the need for a stronger brand strategy.

Photo by Miguel Ángel Sanz on Unsplash