Submission + - American Airlines Changed Passengers' Flights w/o Asking and No Human Oversight (inc.com)
Earlier this week, columnist Marc Thiessen took to social media to voice his frustration with American‘s rebooking system. He claimed the airline rebooked his connecting flight in Chicago without his knowledge when his inbound flight was delayed. “Since when do you change my itinerary without asking?” Thiessen wrote on X.
The rebooking automation appears to be part of an American Airlines system called AURA (for AUtomated ReAccommodation). The system, which initially rolled out in 2023, is meant to help passengers with their connecting flights. “Our Automated Reaccommodation tool proactively rebooks customers impacted by flight cancellations and delays, and exchanges tickets,” the company said on its site. However, the automated system appears to have negatively impacted more than one traveler.
Below Thiessen’s post, media consultant Beverly Hallberg replied that American had done the same thing to her the day before. “I had to call and switch my connecting flight back to the original itinerary, and I had enough time to do that since we were stuck on the tarmac for so long. But, like you, they didn’t ask,” she wrote on X.
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