American Airlines unveiled a new policy that will impact passengers whose flights are delayed or canceled.
According to ABCDFW.com, American officials informed employees that passengers who are not part of the airline’s frequent flyer program should not be booked on other airlines when the cancellation is the carrier’s fault.
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While agents will be able to make exceptions in special circumstances, the required routine will be to first attempt to rebook the traveler on an American flight. If that option isn’t feasible, the airline will look to book customers on a journey with the carrier’s partners.
The new change comes when both of the previous options fail. While all passengers would previously be booked with other airlines in the worst-case scenario, customers who are not members of American’s frequent-flyer program will only be booked on flights operated by the carrier or its partners.
The goal for American employees is still to get the top frequent-flyer program members to their destination as fast as possible, so agents will be permitted to book them on other airlines. On the other hand, the new rules say platinum, gold, and other frequent-flyer status members should only be booked on other airlines when their original flight is delayed more than five hours.
There are exceptions to the policy, such as unaccompanied minors, customers with disabilities, special occasions (cruises, funerals, surgery, and weddings) and more. Other major airlines such as Delta and United have similar policies.
