American Airlines has changed its policy for oversold flights, instructing employees to keep seeking volunteers before involuntarily denying boarding to passengers.
According to an internal directive dated September 30, 2026, airport staff must keep asking passengers to give up their seats until enough volunteers are found. The aircraft door is to stay open until every oversold seat is resolved, even if that delays the departure. Airport managers can also approve compensation above the usual maximum to secure volunteers.
Previously, when there were not enough volunteers, American could involuntarily deny boarding to passengers. Under the airline’s conditions of carriage, the choice of who would be removed was left to American’s discretion.
American Airlines reportedly involuntarily denied boarding to around 15,000 passengers in 2025, accounting for about 60% of all such cases reported by U.S. airlines.
Under the new approach, volunteers can be guaranteed a seat on the next flight, even if it is already sold out.