Numerous American Airlines customers have expressed outrage after passing through airport security and selecting their seats, only to discover they would be travelling by coach rather than aircraft.
Kennedy Woodard-Jones, a 27-year-old frequent flyer, queued at her departure gate in South Bend, Indiana earlier this month, anticipating what her booking described as a flight to Chicago O'Hare.
She spotted ground crew stowing bags beneath a parked coach outside, which initially seemed unusual but she assumed would transport passengers to their plane.
When the vehicle departed the airport grounds and merged onto the motorway, the reality dawned on her.
She told The Washington Post: "There's no plane. It took me a second for it to really lock in that this is not a plane ride."
Her TikTok documenting the bewildering experience has since attracted more than 13 million views, with dozens of other travellers reporting similar surprises with the airline's little-known Landline bus service.
Shawnte Crossley, a 30-year-old social worker from Detroit, encountered the same bewildering situation in October whilst travelling to Atlantic City with her mother and sister for their annual trip.
Having never visited Philadelphia, she failed to recognise that her layover location was suspiciously close to her final destination.
American Airlines has stood by its service with Landline
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Upon noticing the coach, she enquired with staff about reaching the aircraft, receiving only an "odd" laugh in response. She later said: "We're upgrading to first class on a bus?", having received an email offering premium upgrades on her round-trip booking.
Patrick Keogan, a 49-year-old roofing company owner from Elkhart, Indiana, purchased what he believed was a first-class journey to Las Vegas via a third-party website.
"Five in the morning, I'm expecting to get on a plane," he explained, discovering his premium ticket merely granted priority boarding on the coach.
"Can I sell someone a roof, and instead, install a new driveway for them?" he wrote on X. "How small was that fine print??? What a JOKE."
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Passengers were surprised when they were met with coaches
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The Landline Company, established in 2018, is marketed by American Airlines as a "premium motor coach experience" that substitutes certain short regional routes with ground transport.
These services connect Philadelphia with five smaller airports across Pennsylvania, New Jersey and Delaware, with routes between Chicago O'Hare and both Rockford, Illinois and South Bend launching in October.
The company also partners with Air Canada and Sun Country Airlines, ferrying passengers from smaller communities to major hubs previously served by regional aircraft that are no longer operational.
Landline CEO David Sunde defended the service's transparency, insisting airlines make the arrangement clear during booking.
The transport company also partners with Air Canada
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Mr Sunde said: "We're saving them time and money, and we're giving them a really awesome product experience on the way."
He maintained that even passengers caught unaware typically end up "pleasantly surprised" after completing their journey, adding that the service aims to bring airport infrastructure closer to where customers live.
American Airlines maintained that it has "transparently displayed any services operated in partnership with Landline" on its website throughout the booking process.
The carrier noted that customers are informed when a route is "operated by The Landline Company as American Eagle" and "includes travel on a luxury bus," with a bus icon visible during booking.
American Airlines has insisted the information is clearly labeled
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"For customers, this service operates just like a flight would," the airline stated, highlighting that travellers earn AAdvantage miles, can check baggage and enjoy complimentary Wi-Fi and power outlets.
Not all passengers were displeased by the unexpected ground transport. Krista Moats, 39, who lives near South Bend, described her October journey as "super nice, really super clean, and very comfortable".
She has since recommended the service to others and would use it again.
Mr Sunde acknowledged the company is working with partners to improve how Landline routes appear on third-party booking platforms.