5 things you need to know about Robert Isom and the new flight change rule.
- Robert Isom, the CEO of American Airlines, announced a sweeping policy change that is causing whiplash for millions of frequent flyers. The big news? American is ditching its old system of paper travel credits and making all flight changes and cancellations digital-only through the app, effective immediately.
- This move is designed to streamline operations and cut costs, but travelers are worried about losing their money if they can’t access the app or have technical issues. Isom insists the new process is faster and more secure, but critics say it’s a backward step for customer service.
- Under Isom’s leadership, American is also ending the ability to hold a flight reservation for 24 hours without payment for basic economy tickets. Instead, you’ll have to pay a non-refundable fee upfront, a major shift from the industry standard.
- The new rule comes as American Airlines faces record delays and a pilot shortage. Isom is betting that digital automation will clear up backlogs at the gate, but early tests show some passengers are getting stuck in a “digital dead end” when their flights are canceled.
- For now, experts say to screenshot your booking confirmation and flight status before boarding. If you have a paper credit from a previous trip, you have until June 1st to redeem it in person or you lose it forever.