American Airlines Revamps Carry-On Policy to Streamline Boarding

American Airlines has implemented a significant change to its boarding process, effective October 2023. The airline has removed physical carry-on size-checking stations from airport gates, aiming to enhance efficiency for both customers and staff during the boarding experience. This new policy addresses gate bottlenecks that have frustrated passengers and airlines alike, facilitating a smoother flow of travelers onto the aircraft.

Revised Carry-On Procedures

Under the new system, gate agents and cabin crew will utilize their discretion to assess whether a carry-on bag exceeds the allowable size for overhead storage, rather than relying on physical size-checking stations. Although these stations will remain available in lobby areas, their absence at the gate is expected to reduce delays. The size limits for carry-on bags remain unchanged, with maximum dimensions set at 22 x 14 x 9 inches (56 x 36 x 23 cm) and personal items capped at 18 x 14 x 8 inches (45 x 35 x 20 cm).

This modification aims to minimize the stress and embarrassment passengers often encounter when faced with disputes over bag sizes just before boarding. By allowing staff to exercise judgment, American Airlines hopes to “err on the side of the customer,” particularly with bags that may be slightly oversized. This shift in enforcement is designed to foster a more accommodating environment for travelers.

Impact on Customer Experience

American Airlines’ baggage policy has faced criticism over the years, often viewed as burdensome due to high fees and inconsistent enforcement. The airline has struggled with a negative reputation linked to operational failures and a perceived lack of customer service. This latest policy change seeks to alleviate a common source of frustration at the gate, potentially improving the overall passenger experience.

Travelers still face fees for oversized bags that must be checked. The first checked bag typically incurs a charge of $40, with additional fees for extra or overweight luggage. Passengers are encouraged to verify their bag sizes before reaching the gate to avoid last-minute complications. For those with AAdvantage elite status or a co-branded American Airlines credit card, free checked bags may be available.

While the alterations to the boarding process will not resolve all of American Airlines’ reputation issues, they represent a proactive step toward improving interactions between staff and passengers. The airline aims to enhance on-time performance, reduce operational costs, and streamline the boarding process, which is critical for minimizing delays and improving service quality.

The decision to eliminate physical carry-on size-checking stations reflects a broader trend in the airline industry, where companies like United Airlines have already adopted similar policies. This shift towards visual assessments rather than mechanical checks may help mitigate gate delays, which are costly for airlines and inconvenient for travelers alike.

As American Airlines continues to grapple with challenges in operational consistency, these changes represent an effort to address a prominent pain point for customers. By prioritizing efficiency and customer satisfaction, the airline hopes to gradually rebuild its reputation and improve its standing in the highly competitive airline industry.