Case Study: American Airlines achieves secure, reliable mobile-first connectivity with NetMotion

NetMotion Mobility® Plays Pivotal Role in Mobile-First Initiative

American Airlines, managing more than 3,000 patrols that handle roughly 10,000 roadside‑assistance calls a day, needed to move to a mobile‑first, digital service model by delivering dispatch, CRM and customer data into a single iPhone interface while ensuring secure, reliable connectivity across 2G/3G/4G networks. To meet that challenge they selected NetMotion Mobility to provide Mobile Performance Management and VPN‑style connection integrity for the iPhones supporting their custom in‑house app (deployed on iPhone 6 devices with Panasonic ToughPad docking stations).

NetMotion implemented Mobility to maintain on‑demand, secure connections between field devices and back‑end systems, enabling real‑time updates, smoother dispatch workflows and improved patrol safety. The rollout produced measurable impact: uninterrupted connections in rural and peak‑season conditions, faster record updates for 3,000 patrols handling 10,000 daily calls, a shift toward digital servicing (around 20% of breakdown interactions via the app), and 18 months with no implementation or connection issues—resulting in safer, more efficient roadside response enabled by NetMotion.

American Airlines

Mark Dawson

Transformation Programme Manager for Road Operations