American Airlines flight attendants can now award frequent-flyer miles on the spot to compensate passengers for in-flight problems.
Until this policy change, only gate agents and reservations staff could issue mileage compensation. Those agents typically granted miles when the airline was responsible for issues such as overbooked flights, significant delays, or cancellations. Passengers who experienced problems during a flight could submit written requests afterward, but crew members could not resolve compensation claims while still onboard.
Under the new policy, flight attendants have discretion to offer miles immediately following an incident. This allows them to address passenger concerns promptly and often prevents the need for later paperwork or follow-up.
“We want customers to leave the aircraft feeling satisfied with their experience. It benefits both the customer and the flight attendant,” said American Airlines spokesperson Ross Feinstein. Feinstein added that the number of miles awarded will vary based on the nature and severity of the problem.
Passengers who are not enrolled in the airline’s mileage program can complete a form to request alternative compensation options.
This change aims to streamline customer service during flights, giving crew members the tools to respond directly to service disruptions and improve passenger relations in real time.