The new American Airlines — the product of last year’s controversial merger between American and US Airways — may only be a few months old, but that hasn’t stopped travelers from forming opinions about the world’s largest airline.
The carrier, based in Dallas, has made some noteworthy changes since it settled a lawsuit with the Justice Department in December, clearing the new American for takeoff. Among them: revising some of its frequent-flier benefits, small but important changes to the way it sells flights, and new ticket policies.
If you read nothing more than the headline of this story, you might think this is another rant about the evils of airline consolidation — a consolidation that, by the way, isn’t over yet.
But it isn’t. Instead, I’m thinking about how to respond to a complaint I received from Mark Ellerman, a passenger on a recent flight from Phoenix to Chicago. Actually, so are all of the volunteer advocates who work with me.