American Airlines passenger Jennifer Hughes doesn’t understand why she isn’t allow to standby for a flight with plenty of open seats available. Surely the gate agent could have provided a better explanation than “they didn’t ‘have time to help’.” In truth, they aren’t allowed to help. That’s the way American Airlines decided they like it.
@AmericanAir crap service DFW, gate agent refused to help us, stood on phones 30m and stated they didn’t “have time to help me”! Brianna didn’t even attempt to assist, 13 extra seats Honest truth would rather be on phones then assist customers! Called supervisor 20m ago evidently pic.twitter.com/fWzP8Ky8uM
— Jennifer Hughes (@Jennife83749624) March 26, 2025
American Airlines Standby Rules Keep Passengers Stuck At The Airport
When a plane has extra seats available, it actually helps the airline to put people in them. Not only does it drive customer loyalty, it makes the operation more efficient – and keeps them from having to deal with costly passenger delays from bad weather and mechanical issues that can creep up later. American Airlines doesn’t see it that way.
A year ago they adopted policies (here are the internal rules) that let seats go out empty while passengers are still trying to get on the flight. Their focus was on reducing staff costs, and getting customers to change their behavior to use self-service tools (website, app) instead of getting help from a person.
There is no more running to the gate to catch an earlier flight for most passengers. The airline turns away passengers who try to do this.
- You must be an AAdvantage member to standby, though you can join at the airport.
- American pushes almost everyone to self-serve. Unless you have Platinum Pro status or higher in the AAdvantage program, you have to ‘do it yourself’ to standby. An agent cannot help you.
- And this now has to be done at least 45 minutes prior to departure. If you land early and run to the gate of an earlier connection, you’re stuck waiting in the airport. If you finish meetings early and manage to get to the airport in time for an earlier flight, you’re out of luck. You need to list for the earlier flight at least 45 minutes before departure, but you don’t always know if you’ll make it or not!
People are getting stuck in airports for no good reason at all – because the airline thinks it lowers their costs, but by becoming less efficient and burning customer goodwill they’re actually both driving up expenses and costing themselves revenue.
Technical Glitch Keeps Elites From Using Standby Benefits They Do Have
The new customer-unfriendly policies are even contradictory with passengers trapped in the middle.
- Standby isn’t allowed if you have checked bags, unless you’re an AAdvantage elite.
- Once you check a bag, you can no longer add yourself to standby using American’s mobile tools.
- But Gold and Platinum elite members aren’t allowed to add themselves any other way.
In fact, if you ‘add bags’ on the app even when not checking in, you lose the ability to same-day standby for another flight. This cannot be removed from your reservation once added (I’ve not heard of any success in doing so via an agent). That means you would need to request standby at the gate, but for most members this is not allowed.
American Airlines allows their Gold and Platinum frequent flyers to stand by for a flight, even if they’ve checked bags. But they’ve programmed their systems not to allow it, and they won’t allow agents to do it for them any longer to save money. And they haven’t communicated any of this to customers.
American’s Standby Rules Were The Most Restrictive Anyway, Even Before This Change
When a customer wants to standby or change to an earlier flight, they aren’t allowed to change connecting cities. That means if they are flying in or out of a small airport that has only a single flight through a given hub, they cannot make same day changes at all. They can’t change the number of segments they’re flying, or switch from a connection to a non-stop.
These were all changes that were put into place when US Airways management took over, worrying that someone might save money and cost them revenue by booking a cheaper flight and changing to something more expensive. These are also policies that are out of step with competitors United and Delta.
Further evidence idiots operate this airline.
That’s just bad business. It’s inefficient. It upsets customers. What are they thinking? They aren’t.
While I’m not surprised about American Airlines doing this, because… *gestures broadly* …I find this to be more indicative of the general anti-consumer sentiment by mega-corporations and the super-rich, who must feel that us ‘peasants’ are just whining again, that they can and will get away with harming and inconveniencing us, and that we all should just learn to ‘deal with it’ lest we annoy those billionaires while they fly private everywhere anyway.
Some of you, no doubt, will rush to blame a minimum wage, entry-level agent, who has little to no power whatsoever, even if they wanted to help, and many do want to help you. So, please, try to remain calm, ask for help, and treat them well, regardless. As I’ve been saying, here and in prior posts: This is a bigger issue–the fish rots at the head. Let’s blame the right reasons and the right people (it’s those in-power), not the ‘front-line’ workers.
I haven’t flown Anerucan in years because of their passenger antagonistic behavior. My last American flight out of Dallas i dealt with their nonsense. Was booked in a flight DFW to SFO which was 2nd to last flight of the day. As boarding started the baggage truck drove into the cargo door so boarding stopped. They were not sure if plane was airworthiness. I tried to standby for bext flight and was told I could only go on that flight if I cancelled by reservation and bought a full fair ticket. They could confirm if our flight was going to go out at that point and I tried to list for first flight next day. I was told the same thing. Finally 4 hours late and after earlier flight then announced a new plane and gate change because plane was unsafe. As we started to go to new gate we were told plane was safe. That was the last time I flew Amerucan and put them in same class as Spitit, Frontier and Allegiant.
So if I get to the airport early, with bags to check, can I add myself to standby list before I check bags if more than 45 minutes as a Platinum?
But not if I’ve already checked bags?
Or is standby only allowed I’d carryon for those below POto?
This has resulted in people adding themselves to the standby list, even if they are 99% sure they aren’t going to use it.
So, agents now scan the gate area after boarding looking for these passengers. It’s created a situation of at best equal work and sometimes more work for the agent.
It’s crazy that AA is trying to market itself as a premium airline while it can’t get basic things right.
When DFW had the severe winds last week, they cancelled our flight at 11pm for the following evening. As I was on hold with an agent, they cancelled our reservation and issued a travel credit as they could not rebook us to our destination in the next two days. When I finally connected with an agent they insisted that we had cancelled the reservation and there was nothing they could do. The email about the cancellation didn’t come through until we had been speaking with the agent for 15 minutes. We were finally able to get rebooked the following day with a 40 minute DFW transfer, that we missed due to winds and our plane not leaving until an hour later in Austin.
We called while sitting on the tarmac in Austin, trying to proactively change to a flight that evening and they kept insisting we use the app to rebook, but as we were connecting internationally , had an infant in arms and our first flight hadn’t left the app does not allow this. After escalating we finally secured seats on the later flight with a 10 hour layover in DFW.
We are extremely experienced travelers and this was the most stressful day of travel we have had in a decade.
Flight attendants on all 4 legs of our flight were either delightful or just looked pissed off and were rude. I’m yet to experience a middle ground.
On the last leg, they decided that one of our strollers was too big (even though it fits the size requirements and we had gate checked on all previous segments) and force checked it to baggage. In DFW they also wouldn’t check in the stroller until boarding, causing us to loose a couple of boarding positions (yes positions, not places) as they took their time tagging these.
♂️
Robert Isom is a tool
The #1 driver of my continued loyalty to United (and the #1 thing preventing me from buying Basic Economy tickets) is United’s same day change policy, supported by their excellent IT. (The United app is really, really good.) It just takes SO much stress out of traveling when I don’t have to make my #1 priority of the day being at an airport at exactly the right time.
United has eroded this benefit a bit by not opening up fare classes close to departure like they used to, but they’re still well ahead of Delta and so so so much better than AA.
I would be FURIOUS if I walked up to a flight with empty seats and they wouldn’t put me on.
To Disgruntled American: Please stop insulting idiots.
See my blog….
Years ago, most European airlines were sticklers in having passengers fly on their ticketed flights and not standby on an earlier flight.
A US airline should strive to be a premium airline with kind employees, not cold hearted bureaucrats. That is difficult to have but a few airlines have done it, like EVA or Singapore Airlines. Things, like standby, doesn’t cost the airline so that’s a way for cheap improvement.
This is accurate – I saw this in practice this week in Charlotte
Although there is no need for it, this is just another example adding to the exhaustive list verifying that American Airlines is run by a gaggle of clueless morons who care nothing for those who ultimately pay overblown salaries reward total incompetence.
American just gets worse and worse. They go out of their way to disappoint the passengers. Delta and United also suck. Only 10 more years until my retirement.
But it leaves money on the table that could have been had by requiring an explicit flight change with fare upcharge, so it’s not gonna happen.
Shortsighted for sure. Reminds me of T-Mobiles recent policy of “You must do things through this T-Life app”… to people that have already come into the store. Apparently people come in all ready to buy a new phone or add a line, and leave without because of this. Apps are great, unless they’re not. And some people just need the human touch.
It seems real shortsighted to fly planes with empty seats, while P.O.’ed customers are stuck in the lounge, to save like $1 or $2 of gate agent time.
With the capabilities of automation today, it makes absolutely no sense to block people for booking/changing/modifying their flight on the app.
American is shooting themselves in the foot by taking this Neanderthal approach to their business.
@Dan: If you pre-checked bags on the app, that also blocks you from standby, apparently, even if you haven’t actually given them your bags yet.
On United, if I have checked bags, they just say they won’t guarantee my bags will get there when I do and if they don’t it’s on me to come back and get them. 90% of the time they make it anyway.
AA’s actual on-board product isn’t bad, but their systems and procedures are amazingly garbage.
When HP took over, they kept the industry’s worst IT and it hasn’t improved in the intervening years.
I actually have lifetime Gold status with AA and go out of my way to avoid flying with them. Burned the last of my own miles with them on a one-way JAL award ticket. I’d probably confidently say I’ll never fly them again, except that I just discovered my elderly father is sitting on a million AAdvantage miles.
I worked in airline business for years, we were always taught that once the door closes on a flight the empty seats were wasted so we always wanted to let people on who were booked on later flights.
Alaska Airlines started doing this years ago, the first time I got to SEA with a three hour layover and watched two earlier flights go out with seats….while Alaska would not let me fly earlier. Crazy
@ Christopher J Raehl is right. When I was UA 1K I quickly found out how far behind AA was in managing same day stand-bys. And, yes, UA’s mobile app is far more powerful and efficient than AA’s, which appears to have been developed by summer school interns. Alas being in Dallas I’m back to AA ExPlat but not because I choose to be. In fact, I’m now a free agent. Liberating! Will be buying two J TATL trips in next four months. Neither on AA, which has mastered the art of incinerating loyalty.
I had experienced the exact same when returning home to DFW from Philadelphia. And the explanation offered by the agent was that they no longer allow them to do it manually and I have to use the kiosk but the bottom line is the kiosk will have a hard stop and won’t let you change the flight unless you pay for it.
I figured it was a way to generate more revenue but clearly driving away passenger loyalty.
Flying domestically is a horrible way to travel. Now that I’m retired, I drive whenever possible. I can sit next to someone I love, eat and drink when I want to, enjoy the scenery, and arrive at my destination with all of my luggage intact, all without feeling pissed off.
Is there any legitimate pressure coming from the board or stockholders to change such idiotic policies, or the performance of the carrier at all?
@Denver Refugee — That’s a bingo! Follow the money.
@Mallthus — You said: “AA’s actual on-board product isn’t bad…” That’s Where You’re Wrong Kiddo. While American Airlines’ Project Oasis may have attempted to ‘standardize’ the on-board product, it resulted in tighter seat configurations, less legroom (overall), and reductions (and outright elimination) of inflight entertainment (especially on narrow-bodied aircraft). So, yes, I’m definitely going to re-litigate the ‘lack of IFE’ as a net-bad. So, to the folks who are like ‘I use an iPad so I don’t care’ you guys are pathetic. A ‘premium’ airline gets screens for every passenger. No brainer.
@Craig Jones — Great blog, sir. As an Executive Platinum for just 5 more days, you’ll be pleased to know that I’ve accepted my new soon-to-be place as a mere Platinum Pro *gasp* And it’s not just AA, sometimes, their partners can ‘screw’ us, too. Beware of Finnair, unless you enjoy getting stranded in HEL (Helsinki, that is).
Not sure you info is accurate here. I just tried to stand by for an earlier flight (AA Gold Elite) and there was no ability to do so on the app unless I paid $75. I then called AA and they said they only way to standby now is at the airport with the help of an airport AA rep. At the airport, rep still said I had to pay $75, which I did. Now waiting to see if Platinum Amex is going to credit it as an incidental.
Even better is when they rebook you based on a forecast missed connection, you make up time, make it to your originally scheduled connection when they aren’t even on Group 4 or 5 yet and the agent shrugs and says if you can’t do it in the app, I can’t help you. So you watch your scheduled plane leave with someone else (a non-rev on standby perhaps) in your seat and sit 5 hours til the next one.
Sounds like both a crappy company to fly with as well as to work for ( at least they’re consistent ! ). In the same league as the ULCC’s….
This was done to avoid gate agent overload. A gate agent’s workload can vary from being totally swamped to staring off into space until boarding commences. The entire world is moving to “self service.” It’s just not airlines nor AA. Most people can adapt. They go into an app, do what they need to do. Presumably if the technology is good and the app user friendly it’s a cinch. I don’t do standby so I can’t comment on AA’s functionality.
As far as going standby with checked bags. That’s asking for trouble. No way do I want my bags floating around the system without being on the plane that I’m on.
American’s new slogan: “We aren’t Spirit, but we should be.”
Agreed with Gary, here’s what he said: “Things, like standby, doesn’t cost the airline so that’s a way for cheap improvement”. The reality is that there’s nothing more perishable than an Airline Flight or Hotel Room Night: Once that event has taken place, any unfilled inventory yields $ 0 revenue. Logically, when talking specifically about PAX standing by for an earlier flight, it yields TIME VALUE to the airline in every case (there’s always some non-zero probability that a PAX will appear and want on the later flight). It’s proven equities option theory, if anything Gary understated the value.
@mel –
American will be gone in less than 15 years & it’s become painfully apparent.
It is now in the bottom leagues of Spirit & Frontier. It’s a bargain basement service style company. Robert Isom should have been fired years ago. He is in no way a leader & pretty much a wimp. The employee groups are well known to despise him. Employee morale is still at rock bottom & it shows. The planes are filthy & their inflight service is next to nothing.
United is the new Pan Am over the Pacific & Delta the new TWA over the Atlantic. It is stunning overall to see how Isom & his American Worst management team have destroyed a once incredible United States icon. Is American Airlines the next Eastern?
It’s already happening in front of our wide open eyes as we watch & gasp.
Help me out, please!!
I keep reading about all these AA FF. For the most part, whenever they write here, they complain about the food, the service, lousy planes, and the inability of the ground staff to effectively do their jobs (actually, from what I read, management won’t let them do their jobs.)
If you were to buy a product, that turned out to be crap, the service crap, and people crap, chances are better than 80% that you will tell them to go F themselves.
Just because you live in Dallas, Charlotte, or Austin does not mean you have no choices. Yes, fewer nonstops, and fewer flights per day are a pain, but why you let them treat you like shit? Have you no self-worth?
Since when is it required to use an “app” for rebooking or placing yourself standby on a flight? Whatever happened to customer service? Frankly I avoid using apps when I can some do not work as advertised and you can never get to speak with someone without going through several useless questions and still ending up right were you started. Screw American if they wont spare a minute to speak with me or provided HUMAN assistance I will find an airline that can. This also goes for any carrier wanting to become to automated to provide human customer service
@Alan Z — I particularly enjoyed your appeal for us to have some ‘self-worth.’ Ahh, yes…if only. But, don’t worry, sir. The coming ‘recession’ will sort all this out for us, whether we like it or not. If we’re currently traveling for business–good news, no more business. If the airlines are currently mistreating passengers–good news again, no more passengers. And, once that ‘reset’ happens, we all can either ‘learn our lesson’ and ‘treat folks better’…or, just double-down. So, which do you expect is more likely?
Years ago, my mother recounted her displeasure that WN would put her on an earlier flight when she arrived early to the airport even though therecwere empty seats. The reason was simple. She had bought a flight for $X, but when she bought it, all seats on the earlier flight were >$X. They were trying to prevent people from buying tickets on a 1pm at a cheaper price than thec11am, and then get the 11am by standby.
That said, I wonder if this is part of their thinking. But, no, I’m guessing lousy management.
It is hard to imagine a dumber policy. The airline would rather send out empty seats generating $0 revenue than fill them and open seats that might generate revenue on a later flight. And keep customers happy. Estupido!
Southwest used to have similar policies because it wanted to sell up to the highest fare but abandoned this for a more rational SDC policy for elites.
Yep in my opinion, American Airlines is run by a bunch of idiots. They need to have their whole upper management cleaned out and replaced with forward thinking, innovative people who care about the staff ,the customers, and the airline product. Replacing people with an app doesn’t cut it as far as I’m concerned.
Who fixes computers and software when there’s a meltdown humans.
All this trend towards automation as a joke.
And since American Airlines is essentially US Airways with the American brand, their upper brass has not figured out that JFK is a better place to have a transatlantic hub as opposed to Philadelphia, which I’m certain provides them lower yields regarding passenger revenue.
And if you are NOT HYPOTHETICALLY flying IND-CLT-RDU and land in time to catch an earlier CLT-RDU flight with plenty of space on it, you will be told by the unhelpful gate agent and the in-Airport customer service folks who were actually trying to be helpful that you can only join the standby list in the app. The trouble is, the app looks for standby seats between IND-RDU, NOT from your connecting city, so it unsurprisingly shows no standby options available.
A “premium” airline doesn’t stick a screen in your face. Nor does a “premium” airline keep turning that screen back on for various “announcements” even after you explicitly turn it off.
(Yes, I do carry an iPad Mini on flights, but for music and podcasts.)
I arrived mildly early for my flight and noticed the gate next to me was in final boarding for the same city. So I waited until he made his final call and *then* I walked up and asked if I could fill an empty seat. He went through the questions, luggage, no, AA member yes. But the “system” wouldn’t allow me to board he said. So he cancelled my later booking and rebooked me for the earlier flight in 20 seconds. Easy peasy, I am on the flight, with at least 30 empty seats. The next day I get an email scolding me for changing my flight without calling customer service first!! So much for using an app to save money. It was about fee revenue. Using the app or calling customer service would guarantee they could push a fee on me. Whereas the agent did it in 30 seconds or less.
If this was being done by Delta or United, AA bootlicker Gary would be trashing them in the article, since its AA, he is just reporting without his hate.
@ Gary — Does Hegseth or Gabbard now run AA? They arr clearly qualified for the job.
This is nonsensical for just the reasons you cited. Insanity. If this is how AA management thinks they can maximize profits, they are dumber than any of us would have thought.
Ex-AA employee here; above comments all valid criticism. I spent more than 30years with AA, and most of it was good times, AA wasn’t perfect but it was a fine company that was good to me. I can honestly say I loved coming to work everyday before the merger. But make NO mistake – American Airlines (AA) officially died in December 2013, the day the USAir-AA merger became final. They should have dropped the AA and kept the USAir name. From an employee standpoint (my opinion) the change was palpable almost immediately, Doug Parker was a buffoon, and we were to absorb USAir’s parsimonious ways, prehistoric check-in system (QIK) and somewhat unfriendly customer procedures. Even the legacy US agents left a lot to be desired. I held out for a while but when I started really hating coming to work, I knew it was time to retire, and I did. From what I’m reading lately, things seem to be getting worse and not better. The above airport bulletin someone posted was news to me but as I read it I thought, ‘how typical.’
Really sad.
This happened to me last year. Had 45 mins until a connection would leave half full and they wouldn’t or couldn’t let me on. Had to wait 3 hrs at the airport. Insane policy
Cleared both flights today on AA where I was on standby. However, I’m an Executive Platinum. The system works for me. I don’t care if it doesn’t work for you.
@ Gary — This is the poster child for why American sucks. Hopefully someone with some sense will reverse this stupid policy.