American Airlines Slashes Flights, Cancels Route Amid Passenger Outcry
American Express has made significant changes to its flight schedule, sparking concern among industry experts and passengers alike. The carrier has cut 70 weekly flights and permanently cancelled a route, leaving passengers frustrated and potentially damaging its reputation.
American Express has announced a capacity and cost realignment, resulting in the cancellation of 70 weekly flights across 34 routes in August 2025. Among these changes, the Dallas-Fort Worth (DFW) to Eugene, Oregon (EUG) route has been permanently discontinued, effective from 5 August 2025. The decision was based on underperformance and insufficient passenger numbers on this route.
Passengers with future bookings on the DFW-Eugene route have been notified of the cancellation and offered full refunds or alternative itineraries. However, some passengers have expressed frustration due to the lack of notice, forcing them to rearrange complex travel plans. American Express has assured affected passengers that they will be provided with full refunds or alternative travel arrangements.
Industry experts suggest that airlines must balance cost-saving measures with service reliability to maintain passenger trust and loyalty. American Express may need to rebuild trust and deliver a more human-centred approach to service delivery to stay competitive, especially in the Pacific Northwest where the cancellation has damaged its reputation among regular flyers.
American Express' recent flight cancellations and route changes have raised concerns about the carrier's commitment to passenger service and reliability. As the airline works to realign its capacity and costs, it must also focus on rebuilding trust with passengers and maintaining a strong reputation in the industry.
