American Airlines makes 4 changes to win back customers | Official Website of Louis Velazquez, entrepreneur, finance guy and tech innovator

American Airlines recently announced its second-quarter earnings results and reported that it had achieved record revenue and higher-than-expected earnings per share.

While there was a lot of good news for the airline, including revenue of $14.4 billion, which was up 0.4% year-over-year, there was also some bad news: reduced demand in the domestic leisure market.

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There was a 6% decline in domestic unit revenue year-over-year, and American Airlines expects this trend to continue into the third quarter.

The airline is responding to these challenges and making a number of changes aimed at winning back more customers, both to offset weakened demand in the domestic leisure market and to earn more money through its corporate channels.

Here are some of those changes, all of which could improve your experience if you decide to fly American Airlines.

American Airlines is making changes to improve the customer experience.

Image source&colon; Shutterstock

1. Updating American Airlines lounges

American Airlines has made several key updates to its lounge network, including improving old lounges and adding new ones. This includes:

Opening a new flagship lounge in Philadelphia
Adding a new Flagship Lounge in Miami and expanding the lounge footprint of the Admiral’s Club Lounge
Opening Provisions by Admiral’s Club in Charlotte, a unique lounge alternative that’s pioneering the concept of a quick-stop location to allow passengers to grab refreshments on the go

Lounges are an in-demand airline perk for the type of premium travelers American Airlines is trying to target.

2. Adding TSA Touchless ID

In May, American Airlines revealed it was adding Touchless ID at select airports to streamline the security process. Beginning May 29, 2025, AAA Advantage Members were able to enjoy this new perk, which allows passengers to move more quickly through security checkpoints.

With Touchless ID, you can have your facial image matched against your existing picture when you travel through plane security checkpoints.

It is much faster and a lot less hassle than having to get your ID out and then put it away again as you juggle your luggage and try to move through security.

“We’re examining every aspect of the customer experience,” said Chief Customer Officer Heather Garboden in a news release at the time. “TSA Precheck® Touchless ID helps streamline our customers’ travel experience and makes travel with us even more enjoyable. We look forward to it becoming available to even more customers in the coming months.”

3. Adding One Stop Security

American Airlines is also making a big move to try to cut connection times in half. The Airline is part of a pilot program called “One Stop Security,” which eliminates the need for eligible travelers from international destinations to clear security multiple times.

This program is the first of its kind, and it will allow customers traveling from London Heathrow Airport (LHR) and connecting through the airline’s largest hub, Dallas Fort Worth International Airport (DFW), to clear U.S. Customs at their arrival gate and go right to their connecting flight, with their bags transferred automatically along with them.

4. Strengthening its travel rewards program

Finally, American Airlines reported 7% growth in its active AAdvantage program members for 2025, and the airline is committed to enhancing the program this year by making changes such as offering passengers more time to use systemwide upgrades, offering new options for using miles, including for in-flight purchases, and more.

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All of these changes will hopefully help the airline drive demand and attract premium passengers. More importantly, it will help foster the upgraded flying experience that American Airlines is betting will bring more customers back into the fold.