If this is true, at least AA
is listening to customer complaints about their "use it or lose it" ticket policy.
All that did was chase customers to the LCC's who don't penalize their customers every chance they get like the majors do.
I know of a family who lost their fares because of an illness and had to cancel their trip 3 days before departure and was unable to reschedule before their departure date. They wrote the CEO of AA
that they never will fly AA
again and now only fly LCC's for their trips. AA
kept their fares but lost all their future business.
Multiply this by the millions of customers the major airlines have lost because of their penalties and you can see how this is one of the reasons that the majors are in or near bankruptcy and the LCC's are making money.