Case Study: American Airlines Cargo enhances customer satisfaction with Descartes

American Airlines Cargo Makes Customer Satisfaction a Priority

American Airlines Cargo (AA Cargo) needed a way to streamline the end-to-end shipping process for customers while lowering transactional costs. To meet that goal, the airline worked with Descartes and used the Descartes Global Logistics Network (GLN) and GF-X Exchange to expand online cargo booking and tracking capabilities.

Descartes helped AA Cargo build a private-label online cargo reservation system that integrated booking, confirmation, airwaybill issuance, and shipment tracking into a single customer experience. The solution gave customers four electronic booking channels, supported pre-booked and ad hoc shipments, and contributed to measurable adoption, with about 45% of AA Cargo freight bookings made electronically and more than 10,000 daily views of the tracking function.

American Airlines Cargo

Sarah Wagner

Managing Director of eBusiness Strategy