(PHOENIX) American Airlines has begun using a new AI-powered system at Phoenix Sky Harbor International Airport to cut missed connections by automatically holding some departures for short periods when inbound flights run late. The technology, fully deployed in May 2025, watches live operations data at PHX and flags travelers likely to miss their next flight. When the risk is high and the ripple effect is low, the system can hold an outbound flight for up to 10 minutes, giving those passengers time to board without causing major schedule problems across the network.
The airline says the tool replaces the old, uneven approach that relied on ad hoc decisions by gate agents. By setting clear rules and using real-time data, American aims to bring a consistent standard to connection decisions in Phoenix. That matters at an airport where American is the largest carrier, carrying about 40% of all passengers and operating more than 260 daily departures during peak periods to over 100 destinations across three countries.
In 2023, the carrier handled more than 18 million passengers at PHX and expects higher numbers in 2025 as schedule banks and flight connections tighten.
Why Phoenix and why now
Phoenix Sky Harbor CEO Chad Makovsky has backed technology upgrades that keep the airport competitive as a connecting hub for the Mountain West. The hub supports 7,400 staff, including over 1,300 flight attendants and 730 pilots, and serves a mix of local and connecting travelers who rely on reliable transfers during short layovers and peak travel seasons.
Since the 2015 merger with US Airways, American has consolidated operations in Phoenix, turning it into a key hub for east-west and north-south links across the U.S. The layout and schedule banks at PHX already make quick connections possible, but even a minor inbound delay can spoil a tight plan. The new AI-powered tool aims to close that gap by reacting fast when a crew, a gate, and a runway slot can absorb a brief hold.
The timing also reflects broader pressure on the industry to improve day-of-travel service. Unions and employee groups have called for better tools that reduce stress for frontline staff and passengers. American has framed the Phoenix deployment as part of a wider push to upgrade customer-facing services through smarter operations. Aviation analysts expect similar systems to expand across major hubs as airlines seek small wins that add up to smoother travel.
The local market adds urgency. Southwest is growing in Phoenix, sharpening competition for time-sensitive flyers who care about on-time arrivals and reliable connections. By cutting missed connections without spreading delays, American is trying to defend market share while running a tighter schedule.
How the system works
American’s rules are simple on the surface yet depend on complex data behind the scenes. The system:
- Scans arriving flights, gate assignments, boarding times, and walking distances.
- Calculates the risk that a traveler will miss their next leg.
- Evaluates whether holding the departure would keep those passengers moving without causing cascading schedule or crew issues.
If conditions are favorable, the tool can trigger a hold of up to 10 minutes. That limit is designed to be long enough to help, short enough to avoid serious schedule drift.
Passengers do not need to opt in or request special handling. The process runs in the background, and gate teams notify waiting customers when a flight is being held for connecting travelers.
Trials and industry context
The airline built confidence in the tool after trials earlier this year at Dallas-Fort Worth and Charlotte. Those tests showed that brief, targeted holds can help many passengers make tight connections while avoiding larger delays.
According to analysis by VisaVerge.com, airlines are using more operations data to make minute-by-minute decisions that protect the network while improving the passenger experience. For Phoenix, where banked schedules funnel arrivals and departures into tight windows, a quick, automatic hold can keep families together and business trips on track.
“A short, smart hold when it helps most” — the practical summary of the approach, balancing passenger benefit against network impact.
What this means for travelers
For travelers, the clearest change is a higher chance of making that last leg home when the first flight is late by a few minutes.
Benefits include:
– Families and connecting passengers are more likely to board without rebooking or an overnight stay.
– Business travelers with tight schedules may avoid missing critical meetings.
– No special codes, sign-ups, or app changes are required—gate teams handle notifications.
Practical traveler tips:
1. Build realistic connection times when booking, especially with checked bags.
2. Watch gate screens and app notifications if you face an inbound delay.
3. Ask gate staff for the fastest routes between gates, and request assistance for mobility needs.
4. Remember the system cannot override safety rules, crew duty limits, or air traffic control constraints.
Network impact and ground operations
For the network, the goal is balance: help when it matters most and when the wider schedule can absorb the pause.
Key operational elements:
– Ramp crews, gate agents, and operations control must coordinate quickly when a hold is called.
– Tasks include final boarding checks, last-minute baggage transfers for late-arriving customers, and clear cabin/gate communication.
– Training and staffing have been aligned to support the new workflow.
American’s earlier experience suggests many small holds can be absorbed without harming overall performance. Industry watchers see room to expand the tool to adjust gate assignments, speed bag transfers, or sync with airport people-mover options to shave additional minutes off transfer times.
Rights and resources
Consumers who want to know their rights when delays lead to missed connections can check the U.S. Department of Transportation’s guidance on refunds, rebooking, and accommodations at the U.S. DOT Aviation Consumer Protection website. That resource explains when airlines must offer cash refunds and what help they may provide during irregular operations.
Contact and practical details
PHX officials list their public contact address as 4600 E Washington St Ste 300, Phoenix, AZ 85034, with general inquiries staffed:
- Monday–Friday: 7:00 am–5:00 pm
- Saturday–Sunday: 8:00 am–5:00 pm
Travelers seeking real-time flight connections or gate updates should rely on airline channels and airport screens.
American’s Phoenix hub is a busy test bed: over 260 daily departures in peak periods, more than 100 destinations, and a staff of 7,400. In that setting, an automated nudge—a few minutes held at the right moment—can keep thousands of trips on track each week. As the system learns from daily operations, the airline says it will tune the rules so that the help lands where the impact is highest and the cost is lowest.
This Article in a Nutshell
American Airlines deployed an AI-powered system at Phoenix Sky Harbor (PHX) in May 2025 to reduce missed connections by automatically holding departures for up to 10 minutes when inbound flights run late. The tool uses live operations data—arriving flights, gates, boarding times, and walking distances—to calculate connection risk and decide if a brief hold is feasible without causing cascading schedule disruptions. The technology replaces ad hoc gate decisions and standardizes responses at American’s largest hub, which handles about 40% of its PHX traffic and more than 260 daily peak departures to over 100 destinations. Successful trials in Dallas-Fort Worth and Charlotte showed targeted short holds help passengers make tight transfers with minimal network impact. Travelers benefit from higher chances of making connections without rebooking; gate teams notify passengers and the system cannot bypass safety, crew duty, or air-traffic constraints. American plans to refine rules as operational data accumulates and industry observers expect similar tools to expand across major hubs.
