American Airlines has reduced options for travelers whose flights are delayed or canceled.

Under a new policy, non-status passengers in the airline's frequent flyer program will not be re-booked on any other airline, except in exceptional circumstances.

Previously, American had weak guidelines, with airport and reservation agents being able to change reservations for passengers who are not automatically placed on the best available flight due to their frequent flyer status. If your non-stop American Airlines flight between Chicago and New York is canceled and a nonstop flight on United brings you as quickly as possible, they may tip you over on this flight.

The airline decided that an official policy was necessary, with written instructions on the hierarchical order of modification of the booking, said American Airlines spokesman Ross Feinstein. The policy started at the end of September.

The order of modification of the reservation remains the same: the travelers must first be placed on American Airlines flights, followed by flights on the partners of the airline, most of which are international airlines, that do not offer flights to the United States.

"Other airlines" is next on the list, and if you have this option depends on your status, or lack thereof:

• The most popular travelers of Americathose whose status is at the peak of their frequent flyer program or those who are close to first class on transcontinental flights, get the first dibs. Agents are advised to do their utmost to book them on US flights or partners, but the goal is to get them to destination as quickly as possible, even on other airlines.
• Passengers with the next levels of frequent flyer status (platinum, gold and others) must be put on other airlines only if their American flight is delayed more than five hours.
• Passengers with no status must not be put on another airline.

"In the end, we are trying to reduce the number of passengers we book on other airlines," said Feinstein.

He declined to say why, but the airlines are paying each other to put passengers in the place of each other if there is a problem, so the money is probably an important factor.

Feinstein notes that there are several exceptions to the "no other" policy of the airlines. The policy enumerates several: unaccompanied minors, disabled guests, no hotel availability for overnight stays, special occasions such as funerals, weddings, surgeries and cruises.

"The members of our team have the ability to get exceptions to the policy based on particular circumstances," Feinstein said.

Brett Snyder, Cranky Concierge delivers travel books and also fixes the travel issues of passengers, says that a policy is a good idea because it provides employees with a framework in case of flight problems.

But he thinks that American has gone too far with this one as it sends a message that travelers without elite status for frequent flyers are not important to the airline.

"It seems a bit excessive," he said. "It sounds more punitive, and it seems really unfair."

Delta Air Lines has a similar order for travelers making a new reservation. Agents are advised to first consult other Delta flights, followed by partner airlines and, if applicable, competitors' flights in cases where they have entered into a relocation agreement with another airline. . (Note that Southwest Airlines and low-cost carriers such as Spirit do not have such agreements with other carriers.)

"The approach at Delta is simple enough: give our staff the autonomy to do what's right for the customer," Delta spokesperson Morgan Durrant said in an email.

United Airlines has a similar booking policy, with the primary goal of re-booking passengers on the next available United or United Express flight, spokeswoman Maddie King said.

If the next United flight is not overnight, the airline reserves passengers on a partner airline.

If this is not an option and the cancellation of the flight is the fault of the airline, it turns to other airlines to avoid a night to the passenger, King said. .

King said that United's employees could make exceptions to the policy "where warranted".

Automatic reading

Thumbnails poster

Show captions

Last slide next

Read or share this story: https://www.usatoday.com/story/travel/flights/2018/10/08/american-airlines-agents-dont-rebook-passengers-other-airlines/1512946002/