American Airlines sells some itineraries that include a scheduled Landline motorcoach ride connecting a regional airport with Philadelphia International Airport (PHL) or Chicago O’Hare (ORD). Some passengers told The Washington Post they expected to fly and did not realize a segment was by bus until boarding or after departure. American said the itinerary identifies Landline-operated travel and that it was discussing clearer displays with third-party booking partners.
This is a ground-transport connection sold as part of an airline itinerary—not a report that American secretly replaced flights with buses on routes also served by its aircraft. The newspaper reported that American said none of these Landline routes was also served by American aircraft. The Washington Post reported the passenger accounts and airline response on March 26, 2026.
What American and Landline are offering
Landline operates motorcoaches on segments sold within some American itineraries, generally linking smaller regional airports to PHL or ORD. American’s Landline service page describes the connection as a premium motorcoach service and says the itinerary identifies the segment with the wording “Operated by The Landline Company.” Route availability can change, so check that page and the live booking for current service and itinerary details.
| Hub connection | Regional airports listed by American |
|---|---|
| Philadelphia (PHL) | Allentown/Bethlehem, Atlantic City, Trenton-Mercer, Wilkes-Barre/Scranton, and Wilmington |
| Chicago O’Hare (ORD) | Rockford and South Bend |
These are bus legs that connect with flights; they are not evidence that a passenger was diverted from a scheduled American flight. The Washington Post reported that Landline had operated these bus “flights” on American’s behalf since 2022.
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Why passengers said they were caught off guard
The issue described in the March 2026 reporting was the gap between a passenger’s expectation and what they noticed in the booking or travel information. Some interviewees said they focused on price or timing, booked through a third-party or workplace tool, or saw flight-related language without recognizing that one leg was operated by Landline. The report profiled, among others, Kennedy Woodard-Jones, traveling from South Bend toward O’Hare, and Shawnte Crossley, who expected a conventional itinerary to Atlantic City via Philadelphia.
Those interviews are individual examples, not evidence that all passengers miss the disclosure or that every booking display leaves it out. Woodard-Jones’s video had more than 13 million views when The Washington Post reported that figure in 2026; it is a publication-time count, not a current total. The article quoted passengers expressing surprise, including “I’m expecting to get on a plane” and “We’re upgrading to first class on a bus?”
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What American said in response
American told The Washington Post: “For customers, this service operates just like a flight would. Customers earn their AAdvantage miles and Loyalty Points on eligible fares, check their baggage and enjoy the trip with complimentary Wi-Fi and power at every seat.” The airline also said it was “engaged with our partners to examine opportunities to better display Landline-operated segments on third-party displays.” That described an ongoing review at the time of the March 26, 2026 report, not a confirmed completed change.
Landline founder and CEO David Sunde told the newspaper: “We’re saving them time and money, and we’re giving them a really awesome product experience on the way.” These are the companies’ descriptions of the service; passengers should still check the actual itinerary to confirm what each leg involves.
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How to check a Landline itinerary before you book
Do not rely only on the itinerary’s total travel time or on the fact that the booking is sold by an airline. Review every segment and its operator before paying.
- Open the full itinerary. Look for “Operated by The Landline Company” on any segment; American says that is how a Landline leg is identified.
- Classify each leg. Confirm whether it is an aircraft or a motorcoach, and note the airport or pickup point for each transition.
- Check the whole journey. Compare total door-to-door duration, the transfer and connection buffer, and where the coach boards—not just the flight portion or advertised arrival time.
- Verify baggage and security steps. American says passengers traveling by coach to PHL or ORD check bags and clear security before the motorcoach journey, then proceed to their connecting flight. For travel from PHL or ORD, the coach boards at the gate listed on the boarding pass, and passengers collect bags at their final destination.
- Check amenities and earning terms. American lists complimentary Wi-Fi, power at seats, baggage handling and AAdvantage miles and Loyalty Points on eligible fares. Confirm fare eligibility and the details for your specific booking.
- Review third-party bookings closely. If a workplace or travel-site display does not make the operator clear, inspect the full itinerary and confirm the segment with American before booking.
If you already booked and expected a plane
Check the confirmation and boarding information for the operator and contact American about the specific itinerary if the segment or its boarding location is unclear. For a change, cancellation, refund or other remedy, consult American’s current customer-service and conditions information and ask about the terms that apply to your ticket. The company statements in the March 2026 report do not establish a universal refund guarantee, legal ruling or standard remedy for passengers who misunderstood a Landline segment.
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