AA Passengers Shocked: Flights Swapped for Buses

Passengers Blindsided by American Airlines’ “Landline” Bus Service

Several American Airlines passengers have expressed shock and frustration after unknowingly booking bus journeys, believing they were boarding planes. The airline’s “Landline” service, which replaces short regional flights with premium motor coach connections, has left numerous travelers feeling deceived, especially when booking through third-party platforms or corporate travel tools.

Kennedy Woodard-Jones, a 27-year-old traveler, recounted her experience earlier this month at South Bend, Indiana. After clearing security and lining up at her gate for what was advertised as a “flight to Chicago O’Hare,” she was met with a company-branded coach bus. Initially, she assumed the bus was merely a shuttle to the aircraft. However, her realization dawned as the bus departed the tarmac, left airport property, and began traveling on the open road.

“There’s no plane,” Woodard-Jones stated, describing her moment of disbelief. “It took me a second for it to really lock in that this is not a plane ride.” She explained that she had unknowingly reserved a bus ride as she would a flight, not questioning it because the confirmation email included a flight number. Woodard-Jones is now one of many passengers who were caught off guard by the Landline service, introduced in 2018 by American Airlines as a “premium motor coach experience.”

The Landline Company operates routes connecting Philadelphia with smaller airports in Pennsylvania, New Jersey, and Delaware. Starting in October, it also introduced services between Chicago O’Hare and Rockford, Illinois, as well as South Bend. David Sunde, CEO of The Landline Company, told reporters that the service aims to “save them time and money, and we’re giving them a really awesome product experience on the way.” Sunde maintains that airlines are transparent about the service during booking and that passengers are often “pleasantly surprised” by the experience.

However, a significant number of travelers who expected to be airborne, not on the road, felt the bus component of their journey was far from obvious. This lack of clarity was particularly acute for those booking through external websites or corporate booking systems. Woodard-Jones, who experiences a degree of “slight panic,” documented her unexpected bus trip in a TikTok video that has since garnered over 13 million views. Her caption read: “When you buy a flight from American Airlines but they board you onto a bus on the tarmac so you think they’re driving you to the plane but they just start driving to the destination.”

The viral video showcased the bus interior, featuring two seats per side of the aisle and small televisions displaying a “Welcome aboard” message with the American Airlines logo. Subsequent clips showed the bus traveling on the highway alongside regular traffic.

Woodard-Jones, who flies at least twice a month, stated that her work booking tool made no mention of a bus. “It wasn’t until we were on the highway that I realized this is my ride to O’Hare,” she told the press.

Another passenger, Shawnte Crossley, 30, experienced a similar surprise in October while traveling from Detroit to Atlantic City for a trip with her mother and sister. She had booked a round-trip flight and found the layover in Philadelphia unusual, not realizing the proximity between the cities. Upon seeing the bus, she initially thought it was a short transfer to the plane. When she inquired about reaching the aircraft, she received an “odd” laugh from the staff. As the bus journey progressed, her anxiety grew about missing her flight. It was only when another passenger remarked, “I literally just found out this is the flight,” that she truly understood the situation.

Crossley highlighted that her booking made no mention of a bus and she even received an email offering first-class upgrades. “We’re upgrading to first class on a bus?” she questioned. In a follow-up TikTok, she advised fellow travelers to “read the small print!”

Patrick Keogan, 49, who booked a first-class trip to Las Vegas through a third-party website, also found himself on a Landline bus. Departing from near his home in Elkhart, Indiana, with a connection in Chicago, Keogan expected to board a plane at 5 a.m. Like others, he did not notice any mention of a Landline bus, focusing instead on the total cost and duration of his journey. His “first-class seat,” he later realized, was on the bus, though it allowed him to board first.

In a post on X (formerly Twitter), Keogan criticized American Airlines, questioning the legality of selling a first-class ticket that secretly involved hours on the road. He drew a parallel, asking, “Can I sell someone a roof, and instead, install a new driveway for them? How small was that fine print??? What a JOKE.” While finding some humor in the situation, he noted that he would have driven himself to O’Hare had he known, rather than paying flight prices for a bus. “American does a nice job when a plane’s involved,” he stated, “I just don’t want to ride a bus.”

The Landline Company collaborates with American Airlines, Air Canada, and Sun Country Airlines, transporting passengers from smaller communities to major airport hubs that were previously served by smaller aircraft. Importantly, no routes are simultaneously served by both Landline buses and American Airlines planes.

In response to the growing concerns, American Airlines issued a statement asserting that any services operated in partnership with Landline are “transparently displayed” on its website during the booking process. The airline indicated that passengers are informed when a route is “operated by The Landline Company as American Eagle” and “includes travel on a luxury bus,” with a dedicated bus icon displayed.

Sunde reiterated that the primary objective of the service is to “expand American airport infrastructure to be closer to where you live.” He explained that most individuals opting for this service would otherwise drive that segment of their journey and potentially incur airport parking fees.

American Airlines further stated that “Customers earn their AAdvantage miles and Loyalty Points on eligible fares, check their baggage and enjoy the trip with complimentary Wi-Fi and power at every seat.” Sunde claimed that travelers who choose the service consistently provide positive feedback, even those initially unprepared for highway travel. “In the communities where we operate, people generally get to know us quickly,” he commented.

Krista Moats, 39, a resident near South Bend, experienced the new bus service to O’Hare in October as part of a business trip. Although unaware of the service beforehand, she described it as “super nice, really super clean, and very comfortable.” She found it a more relaxing alternative to the stress of short flights, allowing her to nap comfortably. Moats indicated she would likely opt for the service again and has recommended it to others.

Addressing the frustration of travelers who felt the transportation mode change was not clearly communicated, Sunde stated that the company is actively seeking ways to improve. “We’re always listening to customer feedback and are engaged with our partners to examine opportunities to better display Landline-operated segments on third-party displays,” he concluded.