American Airlines reveals plan to stop ‘bumping’ passengers in desperate bid to repair its reputation – after being exposed as one of the worst offenders

DAILYMAIL.COM • 1h ago

By SADIE WHITELOCKS, US SENIOR REPORTER Updated: 17:33 09 Oct 2026

American Airlines is promising to end one of air travel’s most maddening headaches: turning up on time, ticket in hand, only to be told there is no seat for you.

The carrier, which accounted for around 60 percent of involuntary passenger bumpings in the US last year, is now ordering airport staff to find volunteers instead of forcing travelers off oversold flights.

Under a new policy introduced on September 30, ‘no invols’ – airline jargon for involuntary denied boardings – is no longer an aspiration but a company requirement.

The move follows years of criticism over the airline’s record, as competitors have made greater efforts to persuade passengers to give up their seats willingly.

The airline claims early trials of new technology and procedures have already helped eliminate involuntary bumpings at participating airports.

The airline also reported an 85 percent reduction in involuntary denied boardings during the third quarter compared with the same period last year.

According to an internal memo first reported by aviation blog View From The Wing, gate agents must now keep the aircraft door open until enough passengers agree to surrender their seats.

That means flights could be delayed while staff negotiate with travelers, rather than leaving an unwilling passenger stranded at the gate to protect the departure time.

Airport managers must also be present when flights are oversold and can authorize compensation above the airline’s usual limits without seeking approval from headquarters.

The memo instructs employees to begin making announcements earlier, explain why fewer seats are available and clearly outline the rewards on offer.

Volunteers can even be confirmed on the next departing flight to their destination when it appears to be sold out, with staff instructed to arrange the booking through the airline’s internal systems.

American says the changes apply to its mainline and regional operations, covering domestic and international flights.

The airline has also been reaching out to customers through its app and email before they arrive at the airport, giving them an opportunity to change their plans voluntarily.

Overbooking is a longstanding airline practice, with carriers selling more tickets than available seats in anticipation that some travelers will fail to show up.

But aircraft swaps, weather conditions and weight restrictions can also leave airlines with fewer seats than expected, creating a last-minute scramble to accommodate everyone.

The US Department of Transportation requires airlines to compensate eligible passengers who are involuntarily denied boarding, with payments potentially reaching $2,150 in cases involving lengthy delays.

Airlines can offer volunteers more than the required compensation, however, and some passengers have secured travel credits worth thousands of dollars in exchange for taking a later flight.

The new American policy should make it easier for airport staff to increase those offers when necessary, rather than hitting a compensation ceiling and resorting to involuntary bumping.

American has faced pressure to improve its customer experience as it competes with Delta Air Lines and United Airlines for travelers willing to pay more for premium cabins and better service.

The carrier recently announced plans to expand its rollout of Starlink Wi-Fi across its mainline fleet, another move aimed at improving the passenger experience.

Some frequent flyers believe the airline could go further by offering incentives before passengers even reach the gate.

In a Reddit discussion about the changes, one commenter suggested sending app notifications offering a modest flight credit to travelers willing to take an earlier departure.

The idea could help spread demand across flights and reduce the last-minute scramble for volunteers, although it would depend on whether the airline could identify oversold services early enough.

Other travelers pointed out that airlines already sometimes invite customers to change flights in advance, while one commenter described accepting a $100 credit from Alaska Airlines to fly three hours earlier.

However, not everyone is keen to surrender precious holiday or business time for a voucher.

One Reddit user described being asked to take a later flight that would mean arriving six or seven hours behind schedule, but said they were unwilling to volunteer without an additional incentive.

That highlights the challenge facing American: a later arrival might suit a flexible traveler, but it could be a nightmare for someone with a connecting flight, hotel booking or important appointment.

For now, the early trial results offer reason for optimism, but passengers will be watching to see whether the improvements extend across the airline’s wider network.

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