American Airlines Slammed for “Bad” New Upgrade Policy

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Airline policies are constantly changing, bringing about regular updates to passengers’ booking and boarding experiences . Southwest was the latest to make waves last week with updates to its EarlyBird Check-In and same-day standby policies. Frontier landed in hot water as well, thanks to a new lawsuit regarding its All You Can Fly Pass . Now, American Airlines is entering the fray, with a new upgrade policy it’s instating. Read on to find out why the airline is making the change, and why some say it’s “bad for customers.”

RELATED: Travelers Are Boycotting Southwest Over Boarding Change .

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According to View From the Wing, American Airlines passengers may not see as many upgrades as they have in the past.

The carrier’s pilots recently approved a new four-year contract, which ups their pay, but also gives them an advantage when they’re deadheading—that is, when they’re traveling with the airline as a passenger to get somewhere between segments they’re working.

One Mile at a Time gave the example of a pilot who is based in Charlotte and needs to start his trip flying out of Dallas. He would then deadhead on a flight from Charlotte to Dallas. This process is different from commuting, which occurs when a pilot has to travel to the airport that they’re based out of.

As One Mile at a Time explained, pilots commute by choice—if they decide to live outside of where they’re based—while deadheading is typically part of their “trips” while working.

And when it comes to the seats they get on these flights, American Airlines pilots will soon have earlier access to upgrades.

RELATED: Delta and American Are Cutting Flights to 5 Major Cities, Starting Next Month .

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According to One Mile at a Time, pilots who deadhead are assigned the “highest class of service” for transoceanic international flights, flights to Hawaii and Alaska, and flights that are south of the equator. However, for other routes, they’re assigned to general economy seating.

Where this starts to affect customers is when it comes to upgrades. If first-class seats are available within 24 hours of departure, the new contract says deadheading pilots originally assigned to economy will be at the top of the list to get them.

Prior to this agreement, American Airlines elite members—like Concierge Key and Executive Platinum members—were at the very top of that list. Pilots actually had to wait until all members had the opportunity to upgrade before they were bumped up to first class.

According to View From the Wing, “It’s a union bargained perk, for better quality of life at work.” The outlet noted that when contacted for a statement, American directed them to a press release confirming the new contract.

“Today is a really great day for our pilots and airline,” American’s CEO Robert Isom said in the release. “This agreement will help American immediately expand our pilot training capacity to support under-utilized aircraft and future flying and provide our pilots with more opportunities to progress in their careers.”

Best Life reached out to American Airlines for comment, but has yet to hear back.

RELATED: American Is Cutting Flights to 5 Major Cities, Starting Oct. 29 .

Good for pilots, bad for customers. Of course, most frequent fliers will tell you upgrades are now few & far between. #CustomerExperience #cx #CustomerService American Airlines Will Start Giving Customer Upgrade Seats To Pilots Instead https://t.co/bqcGvUUnBF — Ridiculously Simple Customer Experience (@CXjuggernaut) August 24, 2023

In response to the news on X, user @CXjuggernaut criticized the change, writing, “Good for pilots, bad for customers . Of course, most frequent fliers will tell you upgrades are now few & far between.”

In the comment section of One Mile at a Time’s article, another frustrated flyer wrote, “They are treating their employees better than their customers? There should be a win win situation not one where the customers look or feel as if they are not treated well.”

Others criticized American’s loyalty program in general.

“The whole loyalty program has become hollow,” a comment on View From the Wing’s article reads. The traveler listed changes they’ve observed, including “useless standby lists” and quicker expiration of miles and points.

The customer added, “Feel like I’m chasing my tail so [airline] employees can rub my nose in it!”

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In terms of benefits, View From the Wing noted that the change “promotes well-rested pilots.” In first class, they get to enjoy more comfortable seating and relax, which is something several travelers supported.

“Put me in the category of people who are not bothered by this. It will be a small number of flights,” a commenter wrote in response to the View From the Wing article. “And almost every flight leaves with someone who was next on the upgrade list. As others have said, just buy the [first class] ticket and then you have zero worries.”

In response to One Mile at a Time’s take, another wrote, “Flying is [exhausting] even though you are just sitting. Pilots need to be upgraded because they have to work once they arrive and need to be rested for the safety of their next flights.”

In fact, one commenter said that this should apply to flight attendants as well, while someone else simply wrote, “Not sure how anyone could be against this [to be honest].”

Delta and American Are Cutting Flights to 5 Major Cities, Starting Next Month

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Airlines can choose to change their flight schedules for any number of reasons. This year alone, major carriers have contended with extreme weather , staffing concerns, and other logistical problems at busy airports that have impacted their operations. Ultimately, airlines will also have to respond to changes in demand or other issues that could impact ticket sales or their bottom line. And now, both Delta Air Lines and American Airlines have announced they’re cutting flights starting next month, affecting five major cities. Read on to see which destinations will see fewer departures.

RELATED: Travelers Are Boycotting Southwest Over New Boarding Change .

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Maui has long been a popular vacation destination for travelers hoping to experience its rich local culture and stunning natural beauty. But over the past few weeks, the island has suffered one of the worst natural disasters in Hawaii’s history as unprecedented wildfires tragically destroyed towns and claimed the lives of at least 115 people , CBS News reports. Authorities are still battling to contain ongoing fires while locals begin a long recovery and rebuilding process.

In response to the tragedy, American is one of several airlines that has decided to wind down some of its flights to Maui over the coming weeks . According to flight data website Cirium, the carrier is cutting 50 flights to Kahului International Airport from Los Angeles International Airport next month, Simple Flying reports. The airline is dropping an additional 31 flights from the route in October while also cutting a flight from Dallas/Fort Worth International Airport to the Hawaiian destination.

But even as American temporarily pares back passenger service, it’s continuing to provide aid to the island. Besides helping evacuate residents from Maui, the carrier has launched an initiative to provide bonus reward miles to customers who donate to the American Red Cross, according to a press release from the company.

Best Life reached out to American Airlines about the schedule changes, and we will update this article with their response.

RELATED: JetBlue Is Cutting Flights to 6 Major Cities, Starting Oct. 28 .

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Another carrier is also retooling its schedule in a major way that will affect travel in the coming months. Delta Air Lines has decided to cut its planned route between Boston Logan International Airport and Benito Juárez International Airport in Mexico City, initially slated to begin on Dec. 1, Simple Flying reports.

The move comes just months after the airline announced the new service in May, which was to provide daily service. The change removes 60 flights from Delta’s schedule in total.

“Given commercial and operational considerations, Delta will pause our planned launch of Boston-Mexico City service this December,” the company said in a statement emailed to Best Life . “While we evaluate future plans for this route, we will continue to offer convenient connections from Boston to Mexico City via six Delta hubs. Customers who were booked on the route will be accommodated. We apologize for any inconvenience this has caused.”

RELATED: TSA Issues New Alert on What You Can’t Bring Through Security .

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The latest changes by the airlines come on the heels of other upcoming schedule alterations . This month, changes announced by Delta in May will see flights reduced from New York’s LaGuardia Airport to Ronald Reagan National Airport in Washington, D.C., and Boston’s Logan International Airport, Simple Flying reported. New York will see further cuts, with LaGuardia and John F. Kennedy Airport both losing departures , a reduction on routes between Atlanta and Newark and Baltimore, and fewer flights on the route between Baltimore and Detroit.

In a statement previously provided to Best Life , a spokesperson for Delta Air Lines confirmed that changes were planned ahead of the summer travel season .

“These adjustments were made in domestic markets where our customers have plenty of options available so they can be easily re-accommodated,” the spokesperson said. “This decision reinforces our unwavering commitment to provide the best possible travel experience for our customers.”

American Airlines also recently pared back some of its flights. This week, newly posted schedule data showed departures from the airline’s hub at Dallas/Fort Worth International Airport to Paris, Miami to London, and New York to Rome would be reduced from up to two daily flights to just one beginning next year, The Points Guy reported. The carrier also suspended its route between Dallas/Fort Worth and Santiago, Chile, which had been initially posted on the carrier’s schedule for next summer.

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But even as Delta and American cut back their flight schedules in some areas, the two carriers are building them out in others with increased service. This week, Delta announced a new route between Miami and Nassau in the Bahamas beginning on Nov. 5, The Points Guy reports. The carrier also says it will bump up its service to the Bahamian destination from LaGuardia Airport from seasonal to year-round while also increasing flights from John F. Kennedy Airport to Aruba as of Jan. 8.

Meanwhile, American recently announced a significant expansion of its schedule—especially on some major international routes. The carrier will add Nice, France; Naples, Italy; and Copenhagen, Denmark, to its service map with flights from Philadelphia International Airport as of next spring, The Points Guy reported. It’s also kicking off service between Dallas/Fort Worth and Barcelona, Spain, next summer.

Besides its new routes, the airline is also extending some of its seasonal services with earlier start dates, including JFK to Athens, Greece; Charlotte to Dublin, Ireland; and relaunching its service from Chicago O’Hare International Airport to Venice Marco Polo Airport in Italy. It’s also bulking up service to Mexico and the Caribbean, with extra flights from Miami to Barbados, Saint Martin, and the British Virgin Islands, and more departures from Dallas/Fort Worth to Nassau and Cozumel, Mexico over the winter.