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American Airlines Backtracks, Will Allow Travel Agency Customers to Keep Earning Miles

Dennis Schaal , Skift

May 29th, 2024 at 3:23 PM EDT

American Airlines tried to drag an entrenched industry toward the airline's vision of a more productive distribution future. But the financial hit stung.

Dennis Schaal

Online and offline travel agencies had faced a July 11 deadline: That’s when flyers buying American Airlines tickets on certain booking sites would have no longer been able to earn AAdvantage Miles.

But American Airlines CEO Robert Isom said Wednesday that the airline has dropped the idea. It was part of an overall retreat in American’s direct-booking strategy as it faces softness in close-in bookings and a weaker financial outlook.

“Next month, we were going to differentiate who earned AAdvantage Miles and who didn’t, based on where they booked. That’s off,” Isom told investors and analysts at a Bernstein conference. “We’re not doing that because it would create confusion and disruption for our end customer, and we’re going to make sure that we take care. We’re listening to feedback.”

The plan had been that the airline would designate “preferred agencies” — who were required to book at least 30% of their flights through American’s New Distribution Capability — and customers of these online and offline travel agencies would have been able to continue to earn AAdvantage miles when buying tickets on these third-party sites.

Travel agencies that didn’t get the airline’s stamp of approval faced the prospect of losing lots of customers who would have had to book American flights on AA.com or a preferred agency.

The airline initially said it would designate preferred agencies by May 1, and later moved that deadline to July 11.

Travel Agency Reaction

Many agencies had no clue if they were going to make the cut.

Zane Kerby, president and CEO of the American Society of Travel Advisors, had fought the airline’s distribution policies, and applauded the airline’s reversal.

“I’m grateful for American Airlines’ renewed recognition of the essential role that travel advisors play in facilitating air travel for our shared customers,” Kerby said. “I want to extend my thanks to American Airlines CEO Robert Isom for acknowledging its previous approach was flawed. Reversing the decision to withhold AAdvantage points and miles for agency bookings is a testament to the firm position that travel agencies hold in the airline distribution channel.”

Kerby said he welcomed the opportunity to work with American Airlines on a “responsible implementation of its NDC program.”

When the news came, ASTA was coincidentally conducting it annual national conference in Dallas, in the airline’s Fort Worth headquarters back yard.

American hasn’t definitively given up on direct distribution, however.

“We’re learning and adapting,” Isom said. “We know that NDC, modern retailing provides a better experience for the end customer. And we know that we will get there over time, but we have to go about it differently. We’re going to make it easier, we’re going to execute better and we’re going to do a lot more to try to bring people along with us.”

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Are You a 'Globetrotter'? See How Your Travel Experience Stacks Up to Average Americans

A recent survey from the Pew Research Center uncovered some interesting findings about Americans' travel to other countries. A surprisingly large percentage of Americans have international travel experience, and these global adventures have affected their perspectives in powerful ways.

Are you a longtime world traveler and frequent flyer? Or are you still getting ready to apply for a passport for the first time? No matter where you fall on the spectrum of world travel experience, you might enjoy these insights about how Americans travel -- and how international travel changes people's lives.

Let's look at a few surprising insights from the Pew Research Center on how Americans travel abroad.

A large majority of Americans have traveled to other countries

I'm an American who has spent time living and traveling in other countries. And sometimes I've gotten the impression that people from other countries have a stereotype about Americans. They tend to believe that lots of Americans haven't visited other countries, and that Americans aren't curious about the wider world beyond U.S. borders.

But this stereotype isn't true! The Pew Research survey found that 76% of Americans have international travel experience. Only 23% of Americans have not traveled to other countries -- and most of these non-travelers said they would like to visit other countries if they had the opportunity.

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The Pew Research study broke down the survey respondents into three groups, based on who has traveled the most:

• 26% of Americans are "globetrotters" who have traveled to five or more other countries.
• 50% of Americans are "casual travelers" who have visited one to four other countries.
• 23% of Americans are "non-travelers" who have not (yet) left the U.S.

I have had the great privilege of being able to travel to 11 other countries (so far), which puts me in the "globetrotters" group. Americans have some catching up to do if we want to be as well-traveled as people in Australia, Canada, South Korea, and Europe. Here's how a few of those other places stack up in the rankings on the international "globetrotters" list (five or more countries visited):

The survey results didn't go into detail about which countries were most frequently visited by Americans; maybe a lot of Americans are getting their first international travel experience from countries close to home. Sometimes the best way to break in your new U.S. passport is to take affordable winter vacations in Mexico or the Caribbean. But wherever people are going, it's heartening to see such a large percentage of Americans joining the proud ranks of world travelers.

How international travel changes your life

Traveling to other countries has been one of the most profound and formative experiences of my life. It's the best money I've ever spent. (I wish I was booking another trip right now; where's my credit card ?) International travel is a 24/7 immersive learning opportunity. You learn so much every day in another country, about food and music and language, and all the little nuances of people-watching, getting around, and navigating a new place. Every restaurant meal or grocery store visit is an adventure.

When you're in another country, it feels a little easier to be outgoing, open to possibilities, and excited to greet the day; I've quickly made new friends during my international travels in ways that don't often happen when I'm at home. I believe -- I hope -- that international travel has made me a more broad-minded, well-rounded, and compassionate human being.

There's some evidence that international travel changes your perspective in powerful ways. The Pew Research survey found that "globetrotters" (people who've been to five or more countries) are more likely to be knowledgeable about international affairs, and more likely to have an international perspective. The study found that, among globetrotters:

• 57% want America to be active in world affairs
• 66% want America to take other countries' interests into account, even if it requires compromise
• 42% feel close to people all over the world

We are living through a time of global crises like pandemics, war, and climate change. It's more important than ever for people to find common ground and a shared sense of humanity. International travel can help create those connections, one person at a time.

How to get affordable international travel

Want to join the ranks of the "globetrotters?" Here are a few tips for how to get cheap international travel that fits your budget:

• Search for "anywhere" plane tickets: Use Google Flights , Skyscanner, and Kayak to search for flights to anywhere -- with no specific destination. You'll immediately see surprising deals from your home city to anywhere in the world!
• Be an adventurous traveler : Find a cheap ticket and go to a country where you don't know anyone. One of our writers at The Ascent found a cheap ticket to Santiago, Chile for only $220!
• Use travel deal services : You can get cheap flights by signing up for a few emails from services like Dollar Flight Club or TravelZoo.
• Get savvy about travel rewards credit cards : If you sign up for a travel credit card or an airline credit card, you can often get significant bonus frequent flyer miles. Depending on when and where you fly, your airline credit card can help you get a free (or heavily discounted) international flight!

Bottom line: A surprisingly large majority of Americans have traveled to other countries, and more are likely to join the ranks of "globetrotters" in the years ahead. Booking affordable international travel is more doable than you might think. You too can enjoy the life-changing learning experience of visiting other countries.

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Lawsuit says American Airlines kicked 8 Black men off plane, citing body odor

Three of the men sued American Airlines in federal court Wednesday morning.

Key takeaways

Summary is AI-generated, newsroom-reviewed.

• Three of the men sue airline, claiming “blatant and egregious race discrimination.”
• Lawsuit says no legitimate reason for action; American says it’s investigating the claims.
• Passengers eventually allowed back on flight, but one calls it “horrible,” “traumatic” experience.

Did our AI help? Share your thoughts.

Three Black men sued American Airlines in federal court Wednesday, claiming they were victims of “blatant and egregious race discrimination” after employees ordered them and five other Black men off a plane in January.

Airline representatives told the men, who were traveling from Phoenix to New York, to return to the gate to be rebooked, according to the lawsuit. An employee eventually told them the reason: Someone on the plane had complained about body odor.

When they first were told to leave the plane, the plaintiffs were “annoyed and frustrated that they were getting bumped” and would probably get home late, attorney Michael Kirkpatrick said. Then they realized that all the booted passengers were Black men.

“It hit them like a ton of bricks,” Kirkpatrick said.

American Airlines said in a statement Wednesday morning that it takes claims of discrimination “very seriously.”

“Our teams are currently investigating the matter, as the claims do not reflect our core values or our purpose of caring for people,” the statement said.

Videos of the incident, taken by some of the men, show the passengers in disbelief on the boarding ramp as they express shock, ask for an explanation and tell the employees that their treatment amounted to discrimination.

“I agree. I agree,” replies a woman wearing a lanyard and badge.

“Y’all just took like eight Black people off the plane,” one man says. “What?”

American ultimately allowed the passengers back on the plane and continued to John F. Kennedy International Airport.

The plaintiffs — Xavier Veal, a production assistant; Emmanuel Jean Joseph, an actor; and Alvin Jackson, a musician and music teacher — all live in New York City and had booked a flight home from Burbank, Calif., with a layover and plane change in Phoenix. They did not know each other before the flight, were not sitting together and did not see the other five men again.

The lawsuit claims the airline’s decision to remove the men was not based on any “legitimate rationale.” An airline employee ordered the men off the plane one by one without an explanation, the lawsuit says.

It “is near impossible to imagine that American would ever treat white customers in a similar manner,” the lawsuit says.

The body odor complaint came from a White male flight attendant, according to the suit. The lawsuit says none of the men suing the airline had offensive body odor and that none were accused directly of an offense.

Airlines mention body odor in their contracts of carriage that list reasons passengers can be refused boarding. In American’s case, it says passengers must “be respectful that your odor isn’t offensive (unless it’s caused by a disability or illness).” Veal called the airline’s reasoning for removing him and his fellow passengers “ridiculous.”

A woman who was on the flight said that while the men were off the plane, the remaining passengers heard an announcement that an issue with body odor was being addressed, according to Kirkpatrick, an attorney with the Public Citizen Litigation Group. American could not find alternate flights for the men and, after about an hour, let them get on the flight again, the lawsuit says.

“We’re walking through the aisle of shame, if you will,” Veal, 36, told The Post in an interview. “It was horrible. It was a really traumatic experience.”

Veal said there was “visible tension” on the plane when they boarded again. At the baggage carousel later, he said, some passengers said that what had happened to the men was terrible. Veal, who lives in Queens, connected with Joseph and Jackson at baggage claim, and the three decided to pursue a suit against the airline.

Veal said he has experienced racism in his life but that this was a new scenario.

“Unfortunately, I’m a Black man and I live in America,” he said. “It wakes you back up to the reality that I can’t just go to the store; I can’t just do regular things like take a plane home.”

American Airlines faced criticism in 2017 for its treatment of Black passengers, including removing people from flights, which prompted a travel advisory from the NAACP. The group lifted the warning the following year.

Though American allowed the men in January to get back on the plane and fly home, the experience was “traumatic, upsetting, scary, humiliating, and degrading,” the lawsuit says.

“None of the White passengers were taken off the plane and humiliated and embarrassed,” Kirkpatrick said.

The suit seeks an unspecified amount of compensation and punitive damages. Kirkpatrick said the plaintiffs also want the airline to reform its practices to prevent such an incident from happening to anyone else.

“Somebody should have stepped up and said, ‘Wait a minute. We can’t do this. This is wrong,’” Kirkpatrick said. “But instead, nobody stepped up and intervened to stop it from happening.”

More travel news

How we travel now: More people are taking booze-free trips — and airlines and hotels are taking note. Some couples are ditching the traditional honeymoon for a “buddymoon” with their pals. Interested? Here are the best tools for making a group trip work.

Bad behavior: Entitled tourists are running amok, defacing the Colosseum , getting rowdy in Bali and messing with wild animals in national parks. Some destinations are fighting back with public awareness campaigns — or just by telling out-of-control visitors to stay away .

Safety concerns: A door blew off an Alaska Airlines Boeing 737 Max 9 jet, leaving passengers traumatized — but without serious injuries. The ordeal led to widespread flight cancellations after the jet was grounded, and some travelers have taken steps to avoid the plane in the future. The incident has also sparked a fresh discussion about whether it’s safe to fly with a baby on your lap .

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Black men sue American Airlines, alleging racial discrimination on Phoenix flight

Three Black men who were removed from a Jan. 5 American Airlines flight from Phoenix to New York City are suing the airline for race discrimination.

After the flight was boarded, a representative for the airline removed the three men − Alvin Jackson, Emmanuel Jean Joseph and Xavier Veal − and five other Black men from the plane without explanation, according to the lawsuit, filed Wednesday, May 29, in the U.S. District Court for the Eastern District of New York.

The lawsuit described the men's experience as "humiliating, degrading and deeply traumatizing."

"Our clients filed this lawsuit because they want to hold the airline accountable," Lauren Bateman, an attorney with the Public Citizen Litigation Group, said in a statement to The Arizona Republic.

"They paid for their tickets just like everyone else, and they had the right to expect the same treatment as everyone else − not to be singled out and humiliated simply because of the color of their skin."

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Why 3 Black men are suing American Airlines alleging race discrimination

Jackson, Joseph and Veal were traveling to John F. Kennedy International Airport in New York from Burbank, Calif., with a connecting flight at Phoenix Sky Harbor International Airport. The men did not know each other before the flight and were not seated together.

The three of them, along with five other Black men, were removed from the flight without explanation. When the men left the plane and reached the jet bridge on their way to the gate to rebook, they realized all of the passengers removed from the flight were Black.

According to the lawsuit, the men learned they were ejected after a white male flight attendant complained about a passenger with body odor, even though no one accused them of having body odor. The flight attendant who allegedly made the complaint is not named in the lawsuit.

When one of the men told an American Airlines employee he felt they were singled out because they were Black, the representative said, "I agree, I agree," according to the lawsuit.

While waiting at the gate, Joseph told another airline employee he felt the flight attendant who made the complaint treated him differently because of his skin color, and the employee responded, "Correct. I do not disagree with you," according to the lawsuit.

American Airlines' statement on the racial discrimination lawsuit

American Airlines issued this statement on the incident and the lawsuit:

"We take all claims of discrimination very seriously and want our customers to have a positive experience when they choose to fly with us. Our teams are currently investigating the matter, as the claims do not reflect our core values or our purpose of caring for people."

American eventually let the men fly

American Airlines employees first told the eight men that they'd have to be rebooked on another flight, but were later told there were no other flights to JFK Airport that evening. Around that same time, the other passengers on Flight 832 were told there was a delay because of a concern about body odor.

After about an hour, American reversed course and allowed the men back on the plane. They agreed to reboard despite "significant misgivings and the humiliation of their initial removal from the flight" because they needed to return home, according to the lawsuit.

The flight took off around 5:09 p.m., about an hour later than scheduled.

Lawsuit alleges 'rude and discriminatory' behavior by American Airlines

Most of the men returned to their original seats. Joseph requested a different seat to avoid encountering the flight attendant who allegedly made the body odor complaint; the airline offered an Asian woman an upgrade to first class and reassigned Joseph to the woman's original seat in coach.

The lawsuit stated that Jackson and Veal were served by the flight attendant, and in each interaction the flight attendant behaved "in a rude and discriminatory manner." The men also said the predominantly white passengers on the flight "eyed them with anger and undue suspicion," blaming them for the flight delay.

Once the flight arrived at JFK Airport around 11:30 p.m., Jackson asked to speak with an American employee about the incident but his request was refused and he was rushed off the plane, according to the lawsuit. Despite being told he could speak to an American representative inside the terminal, there were no employees available as it was close to midnight.

No names of American employees the men said they spoke with are given in the lawsuit. When the men asked for their names, they refused their requests, the lawsuit alleges. One representative allegedly concealed her name tag.

We asked American Airlines if any action was taken against the flight attendant for the actions alleged in the lawsuit and whether he is still employed with the company. We will update this story with their response.

Michael Salerno is an award-winning journalist who’s covered travel and tourism since 2014. His work as The Arizona Republic’s consumer travel reporter aims to help readers navigate the stresses of traveling and get the best value for their money on their vacations. He can be reached at  [email protected] . Follow him on X, formerly Twitter:  @salerno_phx .

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