American Airlines Revamps Carry-On Policy to Streamline Boarding

American Airlines has initiated a significant change to its boarding process, effective from October 2023. The airline has decided to eliminate physical carry-on size checking stations at airport gates, a move aimed at enhancing efficiency for both staff and passengers. By removing these checkpoints, American Airlines seeks to reduce bottlenecks during boarding, a common frustration for travelers and airlines alike.

The new policy does not alter the maximum dimensions for carry-on bags but changes how these dimensions are enforced. Instead of relying on metal sizers at the gate, gate agents and cabin crew will now exercise discretion to assess whether a carry-on bag is too large for overhead compartments. While size-checking stations will remain available in airport lobbies, their removal from gate areas is anticipated to facilitate a smoother boarding experience.

Enhanced Discretion for Gate Agents

The revised policy intends to create a more customer-friendly environment by allowing agents to make judgment calls on borderline oversized luggage. While strict adherence to dimensions remains, the focus will now be on flexibility, reducing the likelihood of last-minute disputes between agents and passengers over bag sizes. This change aims to minimize stress and embarrassment, fostering a more amicable atmosphere during boarding.

American Airlines has long faced criticism for its customer service, attributed to operational challenges and a perception of prioritizing costs over passenger comfort. The airline hopes that this new carry-on policy will mitigate a key source of frustration for travelers and help improve its reputation. According to various studies and reports, American Airlines consistently ranks poorly in customer satisfaction metrics compared to competitors.

Adjustments to Baggage Handling

Passengers with oversized bags will still need to check them, incurring fees that vary by destination and the number of checked bags. The standard fee for a first checked bag is typically $40, with additional charges for extra or overweight baggage. By retaining size-checking stations in lobby areas, American Airlines encourages passengers to verify bag sizes before reaching the gate, helping streamline the boarding process.

The airline’s baggage policy, which has faced scrutiny for high fees and inconsistent enforcement, remains unchanged in terms of maximum dimensions. Carry-on bags must adhere to a maximum size of 22 x 14 x 9 inches (56 x 36 x 23 cm), while personal items must not exceed 18 x 14 x 8 inches (45 x 35 x 20 cm). Items such as diaper bags and medical devices continue to be exempt from these limits, ensuring essential items can accompany passengers without restriction.

While the new policy addresses a specific operational issue, it reflects a broader need for improvement in the overall customer experience. American Airlines struggles with on-time performance and baggage handling, often leading to frustration among travelers. The airline’s efforts to enhance the boarding process may not resolve all issues, but they represent a tangible step towards improving daily interactions between staff and passengers.

By streamlining the boarding process, American Airlines aims to reduce delays and enhance overall efficiency. For airlines, time lost during boarding translates to financial losses, making this policy change a strategic move to boost operational performance. Although this policy change alone will not resolve over a decade of systemic challenges, it addresses a prominent source of passenger stress, potentially paving the way for a more positive flying experience.

In a landscape where customer satisfaction is increasingly vital, American Airlines is following trends set by other carriers like United Airlines, which have prioritized operational efficiency in their boarding protocols. As the airline industry continues to evolve, American’s adjustments reflect a growing recognition that enhancing the customer experience is essential for maintaining a competitive edge.