American Airlines is launching a new system allowing customers to manage their own bookings, potentially a win-win situation that could both improve user experience and save the company money on hiring reservation agents. The latest improvement to the system allows customers to alter bookings that have complimentary upgrades. However, this feature does come with certain limitations, the most significant of which is that if you change your flight, you lose the upgrade. Despite these drawbacks, the new system should be beneficial, provided you’re aware of the constraints when managing your booking.
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