Say It Ain’t So! American Airlines Eliminates its Best Online Booking Feature

One of the best features of American Airlines’ website is that it allows customers to hold flights for 24 hours without having to plop down a credit card. No other U.S. airlines offers this super handy function, which always made holding fares and seats on American quick and easy

But unfortunately, according the Gary Leff of View From The Wing: “On Tuesday American Airlines removed the option to put a flight on a 24 hour hold, rather than purchasing it right away, for many – but apparently not all – customers. Competitors haven’t had this option for years. It’s one of the things that set American Airlines apart and made them easier to buy from.”
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But unfortunately, according the Gary Leff of View From The Wing: “On Tuesday American Airlines removed the option to put a flight on a 24 hour hold, rather than purchasing it right away, for many – but apparently not all – customers. Competitors haven’t had this option for years. It’s one of the things that set American Airlines apart and made them easier to buy from.”

I just tried booking a flight from Los Angeles (LAX) to New York (JFK) on aa.com for a week from today, and sure enough, the hold option wasn’t there (see screenshot above).

However, when I tried booking the same flight but this time using my AAdvantage miles, the hold option was there (see screenshot above). So it appears American Airlines might have gotten rid of the hold function on cash tickets.

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It’s really a shame because it made reserving flights and seats stress-free. Now, you have to put down a credit card and remember to cancel it within 24 hours if you change your mind. With AA’s hold function, it automatically canceled any flights on hold that weren’t ticketed within the required timeframe.

Remember, the Department of Transportation (DOT) has stated that all US and foreign carriers have to allow consumers the ability “to hold a reservation at the quoted fare for 24 hours without payment or allow a reservation to be cancelled within 24 hours without penalty.” See link to the DOT’s full rule (PDF). However, if you’re booking a ticket with fewer than seven days before you fly, this rule doesn’t apply.

American Airlines has long been lauded for offering a unique and customer-friendly feature on its website: the ability to hold flights for 24 hours without requiring an immediate payment. This feature distinguished American Airlines from its competitors and provided customers with a convenient and stress-free way to reserve fares and seats. However, recent changes have seen this popular option being removed for many customers, prompting a wave of disappointment and concern among frequent flyers and industry observers.

Historically, the 24-hour hold option allowed American Airlines’ customers to lock in a fare and reserve a seat without the need to enter credit card information immediately. This functionality was particularly beneficial for travelers who needed time to finalize their travel plans or coordinate with other parties before committing to a purchase. Unlike other major U.S. airlines, which required immediate payment upon booking, American Airlines’ hold feature provided a level of flexibility and customer service that set it apart in a competitive market.

Gary Leff, a prominent travel industry expert and author of the blog “View From The Wing,” reported the recent removal of this option. According to Leff, American Airlines has discontinued the 24-hour hold feature for many—but not all—customers. This change was implemented on a Tuesday, and it appears that the hold option is now primarily available for bookings made using AAdvantage miles rather than cash purchases.

To illustrate the change, Leff conducted a practical test by attempting to book a flight from Los Angeles (LAX) to New York (JFK) on the American Airlines website. When booking a cash ticket for a flight a week from the test date, the hold option was conspicuously absent. However, when booking the same flight using AAdvantage miles, the hold option was available. This discrepancy suggests that American Airlines has selectively removed the hold feature for cash bookings while retaining it for mileage bookings.

The removal of the 24-hour hold option for cash tickets represents a significant shift in American Airlines’ customer service approach. The hold feature was a major selling point for many travelers, providing peace of mind and the ability to make travel arrangements without immediate financial commitment. With this feature, customers could secure a fare and seat, and if they decided against the purchase within the 24-hour window, the hold would automatically expire without any penalty or action required on their part.

This change has not gone unnoticed by the travel community. Frequent flyers and travel enthusiasts have expressed disappointment and frustration, noting that the hold option made booking flights with American Airlines more convenient and less stressful. Without this feature, travelers must now enter their credit card information at the time of booking and remember to cancel within 24 hours if they change their minds. This adds an extra layer of complexity and risk, as forgetting to cancel could result in unwanted charges and potential difficulties with refunds.

It’s important to note that while American Airlines has removed the 24-hour hold option for many customers, the airline—and all U.S. carriers—are still subject to regulations set forth by the Department of Transportation (DOT). According to the DOT’s rules, all U.S. and foreign carriers must allow consumers the ability to either hold a reservation at the quoted fare for 24 hours without payment or to cancel a reservation within 24 hours without penalty. This regulation ensures that customers have a grace period to change or cancel their booking without financial repercussions, provided the booking is made at least seven days before the flight.

However, the DOT’s regulation does not apply to bookings made within seven days of the flight date. In such cases, airlines are not required to offer a 24-hour hold or cancellation window, which can further complicate last-minute travel plans. This nuance in the regulation underscores the importance of the 24-hour hold option for travelers who prefer to book their flights well in advance.

The removal of the 24-hour hold feature for cash tickets may have been influenced by several factors. From a business perspective, requiring immediate payment at the time of booking can improve cash flow and reduce the risk of no-shows or last-minute cancellations. It also streamlines the booking process, as customers who enter their payment information upfront are less likely to abandon their reservation.

Additionally, the competitive landscape of the airline industry may have played a role. American Airlines may be aligning its policies with those of its competitors, none of which offer a similar hold option. By doing so, American Airlines could be aiming to standardize its booking process and reduce any perceived competitive disadvantages. However, this move could also alienate loyal customers who valued the unique flexibility and convenience that the hold option provided.

The implications of this change extend beyond individual bookings. Business travelers, families, and groups coordinating travel plans will now face greater challenges when booking with American Airlines. The ability to hold multiple seats or fares without immediate payment was particularly useful for these customers, who often need additional time to finalize their arrangements. Without the hold option, these travelers may need to explore alternative strategies or carriers to meet their needs.

In response to the removal of the hold option, travelers may need to adjust their booking practices. For those who still prefer American Airlines, it may be prudent to leverage the 24-hour cancellation window provided by the DOT regulation. This means booking the flight with immediate payment and then canceling within 24 hours if plans change. While this approach lacks the convenience of the hold option, it still offers a degree of flexibility.

Travelers who prioritize the ability to hold reservations without immediate payment may also consider exploring other airlines or travel agencies that offer similar features. While American Airlines’ competitors do not currently provide a hold option, certain online travel agencies and third-party booking platforms may offer flexible booking policies that align with travelers’ preferences.

In conclusion, the removal of the 24-hour hold option for cash tickets by American Airlines marks a significant shift in the airline’s customer service strategy. This change has generated disappointment and concern among frequent travelers who valued the flexibility and convenience that the hold feature provided. As American Airlines adjusts its policies, travelers will need to adapt their booking practices to navigate the new landscape. The industry as a whole continues to evolve, and customer preferences will undoubtedly shape future innovations and offerings in the realm of air travel.