American Airlines fuels operational efficiency with Microsoft Azure Communication Services

American Airlines wanted to centralize and upgrade day-of operational communications with its pilots, giving them more control over when and how the airline updates them on changing conditions such as weather and airport status.

The airline chose Azure Communication Services to offer its pilots multiple methods for operational communication, including text, email, or automated intelligent calls.

This new communication solution is providing pilots more communication options while fueling operational efficiency in back-end operations.

American Airlines (American) revolutionized its communications with pilots using the centralized Electronic Communication System (ECS) built with Azure Communication Services. The new ECS allows pilots to tailor how and when they receive daily operational communications from crew scheduling, hotel, and transportation teams. It also provides pilots with access to schedule changes and flight information in real time. In developing a pilot-centered and context-aware ECS, American has positioned itself as an industry innovator in pilot-airline communications.

Prioritizing pilot-led communication solutions

As one of the world’s leading airlines, American operates thousands of daily flights to more than 350 global destinations. Its nearly 15,000 pilots are always on the go and needed a solution to receive critical operational updates in real-time. For years, pilots and operation center team members communicated via phone calls for operational needs and daily scheduling.

American and its pilots recognized the need for a centralized ECS, and the airline began to reimagine its communications. It wanted to create a pilot-focused solution that would give them accurate, timely information. “Our mission as an airline is to care for people on life’s journey, and that is how we approached our work in the ECS space,” says Richard Till, Director of Crew Schedule Planning at American.

“Our mission as an airline is to care for people on life’s journey, and that is how we approached our work in the ECS space.”

Richard Till, Director of Crew Schedule Planning, American Airlines

Centralizing communications in six months with Azure Communication Services

As American re-envisioned its daily operational communications, it turned to Microsoft, a strategic ally for the past five years. The airline wanted to offer pilots a secure, omnichannel experience that would scale to serve the team. American selected Azure Communication Services, an all-in-one solution that pushes notifications within ECS to text, email, or automated intelligent calls based on a pilot’s preference. “We evaluated multiple technology and industry vendors, but none of them offered a comprehensive solution with features envisioned by our pilots and the Allied Pilots Association,” says Wen Chen, Senior Manager of IT Applications at American. “That’s when we decided to lean on Microsoft and its expertise in Azure Communication Services.”

When operational disruptions occur, ECS provides real-time, contactless information to American’s pilots worldwide and offers real-time responses to the airline. “This is not just about sending an update to a pilot,” says Chaitanya Kommidi, Managing Director of Flight and Crew Technology at American. “It’s a step change for the industry.”

American began beta testing the solution with a small group of pilots in mid-2024, and over the next six months, the technology team continuously refined the solution. “We turned out iterations multiple times a day; the speed was fantastic,” says Till. By August, the airline was ready to roll out the refined application to its pilots.

Enhancing quality of life and fueling operational efficiency

The ECS transformed communication between the airline and pilots, who can specify when and how American contacts them. For example, if a pilot is offline for contractual and FAA-required rest periods, ECS knows not to disturb them. “The new ECS provides pilots with control over their communication channels,” says Lakshmi Lanka, Senior Principal Architect at American. “ECS is our crews’ real-time lifeline—cutting through the noise, delivering operational updates and keeping every crew member informed, aligned, and a step ahead.”

“The new electronic communication solution provides pilots with control over their communication channels.”

Lakshmi Lanka, Senior Principal Architect, American Airlines

The solution is boosting efficiency in the operations center, including decreasing inbound and outbound calls by about a third. “There’s been a dramatic decrease in the number of calls between our pilots and operation center teams,” says Till. “That’s a huge benefit of Azure Communication Services.”

With its centralized operational communications, American’s technology team manages one tool, from one trusted vendor. The airline saves the cost of working with multiple vendors while laying a foundation for future innovation. “Microsoft is a great partner for us because as Microsoft gets better, we get better,” says Till.

“There’s been a dramatic decrease in the number of calls between our pilots and operation center teams. That’s a huge benefit of Azure Communication Services.”

Richard Till, Director of Crew Schedule Planning, American Airlines

Transforming work with innovation

American envisions the new ECS as the centerpiece of its day-of operational communications. The airline is also eager to explore its generative AI capabilities to help navigate schedule changes and other scenarios that are handled manually today.

This initiative has transformed American by providing real-time communications, delivered in a way that is aligned to each pilots’ preferred communication method. “There are no intractable problems,” says Till. “If you find good people and an inspirational thing to do, you can do great things.”

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