Background
American Airlines Cargo operates one of the world’s largest air cargo networks, moving time-critical shipments across hundreds of destinations. While core cargo operations were highly optimized, payment processes had not kept pace with the rest of the operational stack.
As volumes increased and customer expectations evolved, American Airlines Cargo identified an opportunity to reduce friction in how payments were handled and confirmed prior to cargo release—without disrupting existing systems or workflows.
Challenge: Payments lived outside core air cargo systems
Before the integration, payment workflows were disconnected from the iCargo environment used to manage shipments.
This resulted in:
- Payments handled outside the core cargo management system
- Manual confirmation steps between payment and cargo release
- Limited real-time visibility into payment status
- Additional effort for teams managing exceptions and follow-ups
These gaps slowed handoffs, increased operational overhead, and made it harder to deliver a consistent experience for customers.
Solution: Payments embedded directly into iCargo
To address these challenges, American Airlines Cargo partnered with PayCargo and IBS Software to embed secure digital payment capabilities directly into IBS Software’s iCargo platform.
By bringing payments into the same system used to manage air cargo operations, American Airlines Cargo eliminated system hopping and reduced reliance on manual confirmation. Customers can complete payments within iCargo, while internal teams gain clearer visibility into payment status and faster confirmation.
The integration supports real-time workflows across American Airlines Cargo’s operations, aligning payment activity more closely with operational execution.
Results: Less friction, improved efficiency, more predictable release
Following the integration, American Airlines Cargo reduced payment-related friction and improved the flow from payment to cargo release.
Measured results
- Reduced manual processing related to payment confirmation
- Improved visibility into payment status for customers and staff
- Faster progression from payment to cargo release
- Increased adoption of digital payments across air cargo transactions
