American Airlines Commits To Ending Involuntary Denied Boardings

Seems like a well intentioned change to me. I believe much of it can be managed on the revenue side by just steering the sales capacity more conservatively. There will always be operational changes through swaps / protections from other flights, but these an be managed with proactive customer service, appropriate compensation, and good flight alternatives. That's how it should be handled. Just put the customer first.

While the quoted memo states that the agents should continue "working that oversale" it doesn't say anything about raising the limit on voluntary offers. It's not clear whether this will make people happier with larger vouchers or result in a *we'll all be sitting her until **someone** volunteers to get off" delays.