Passengers shocked to find their 'flight' is actually a bus ride

A growing number of air passengers are finding themselves on a bus instead of a plane. Kennedy Woodard-Jones recently boarded a coach for her American Airlines trip from South Bend to Chicago O'Hare, unaware she had booked a ground journey. The service, called Landline, replaces short flights with bus routes—but not all travellers realise this until they arrive at the terminal. Woodard-Jones assumed she would be flying, as her booking confirmation included a flight number. She only discovered the bus connection upon reaching the airport. Dozens of other passengers have faced similar surprises, particularly those who booked through third-party sites or corporate tools.

The Landline service launched in 2018 and operates routes linking Philadelphia with smaller airports in Pennsylvania, New Jersey, and Delaware. It also connects Chicago O'Hare with Rockford, Illinois, and South Bend. American Airlines markets the service as a way to 'expand airport infrastructure' and save customers time and money. CEO David Sunde claims passengers are informed about the bus leg when booking and are often 'pleasantly surprised' by the experience. The service offers a 'premium motor coach' with free Wi-Fi and power outlets at every seat. Travellers also earn AAdvantage miles and Loyalty Points on eligible fares, just as they would on a flight.

The Landline service continues to operate, blending air and ground travel under a single booking. Passengers receive the same loyalty benefits as a flight, but some still arrive at the airport expecting to board a plane. The company maintains that clear communication is provided, though not all travellers notice the details before departure.