Airline Passengers Shocked as Flights Swap for Bus Routes

Unexpected Bus Rides: A New Twist on Air Travel

Several American Airlines passengers found themselves in an unusual situation when they boarded a bus instead of a plane, expecting to fly to their destinations. This unexpected twist left many travelers confused and disappointed.

Kennedy Woodard-Jones, 27, was one such passenger. She went through the TSA and lined up at her gate in South Bend, Indiana, expecting a flight to Chicago O’Hare. However, she noticed workers loading luggage beneath a parked coach bus. At first, she thought it was meant to shuttle passengers to the aircraft. But as the bus rolled off the tarmac and onto the open road, she realized this was her flight.

“There’s no plane,” Woodard-Jones told The Washington Post. “It took me a second for it to really lock in that this is not a plane ride.” She had unknowingly reserved a bus ride, just as she would a flight, and didn’t question it at the time because the confirmation included a flight number.

Woodard-Jones is now among dozens of other passengers who were caught off guard to learn they were traveling to their final destination via the airline’s lesser-known Landline service.

What Is the Landline Service?

The Landline Company, introduced in 2018, is described by American Airlines as a “premium motor coach experience” that, in some cases, replaces short regional flights with bus connections. The buses run routes connecting Philadelphia with five smaller airports in Pennsylvania, New Jersey, and Delaware, and beginning in October, between Chicago O’Hare and both Rockford, Illinois, and South Bend.

“We’re saving them time and money, and we’re giving them a really awesome product experience on the way,” Landline Company CEO David Sunde told the outlet. Sunde said he believes airlines are clear about the service when customers book, and that those who are unaware still end up “pleasantly surprised” once they step off the bus.

However, dozens of travelers who expected to be in the air, not on the road, said the bus leg of their journey was far from obvious—particularly for those booking through third-party sites or corporate tools.

A Viral Experience

Woodard-Jones, who was “slightly panicking,” captured the early moments of her unexpected trip in a TikTok video that has since gone viral with over 13 million views. “When you buy a flight from American Airlines but they board you onto a bus on the tarmac so you think they’re driving you to the plane but they just start driving to the destination,” the caption read.

In the video, she showed the bus interior: two seats together on each side of the aisle and small televisions above displaying “Welcome aboard” with the American Airlines logo. The next clip captured the bus on the highway, traveling alongside everyday 18-wheelers and cars going about their daily routines.

Other Travelers’ Experiences

Shawnte Crossley, 30, flying from Detroit to Atlantic City for a yearly girls’ trip with her mother and sister, was also surprised to find herself on a bus in October. She hadn’t put together that Philadelphia would be a strange layover, having never been to either city and not realizing how close they actually are.

Once she spotted the bus, she thought, “Oh, this is different,” but, as with Woodard-Jones, assumed it would simply take them to the aircraft. Confused, the social worker asked the staff how they would get to the plane, received an “odd” laugh in response, and, like the others, proceeded to board.

Crossley explained that she had booked a round-trip flight, which made no mention of a bus, and even received an email asking whether her family wanted to be upgraded to first class. “We’re upgrading to first class on a bus?” she told the outlet. In a follow-up TikTok, she offered a tip for travelers: “Let this be your reminder to read the small print!”

Mixed Reactions and Concerns

Patrick Keogan, 49, planned a first-class trip to Las Vegas earlier this month through a third-party travel website, departing near his home in Elkhart, Indiana, with a connecting flight in Chicago. The owner of a roofing company told The Post that, like others, he didn’t notice any mention of a Landline bus, instead concentrating on the total cost and length of his journey.

“Five in the morning, I’m expecting to get on a plane,” he told the outlet, only realizing afterward that his first-class seat was for the bus. Though his seat was no different from the rest, his pricier ticket let him board first.

In a post to X, he slammed American Airlines, asking how it was legal to sell a first-class ticket that secretly required hours on the road. “Can I sell someone a roof, and instead, install a new driveway for them?” he wrote. “How small was that fine print??? What a JOKE.”

Positive Feedback and Future Plans

Despite the confusion, some travelers have found the service to be comfortable and convenient. Krista Moats, 39, a resident near South Bend, was on the newly launched bus to O’Hare in October, booked as part of a business trip that connected in Chicago before continuing to New York. Although she was unaware of the service, she told the outlet it was “super nice, really super clean, and very comfortable.”

She noted that, instead of the stress of a short flight to a larger regional connection, she could comfortably nap on the bus and admitted she would probably choose it again in the future. “I’ve recommended it to people and they’ve done it,” Moats told the outlet. “It really is a nice service.”

Looking Ahead

For travelers frustrated by what they described as the secrecy of switching transportation modes for the same price, Sunde said the company is continuously seeking ways to improve. “We’re always listening to customer feedback and are engaged with our partners to examine opportunities to better display Landline-operated segments on third-party displays,” he said.