The world's second-largest airline, American Airlines, is retracting a booking policy that drastically impacted profits, prompting a 46% decrease in net income in the second quarter.
American Airlines' CEO acknowledges the revenue performance shortfall, citing industry-wide imbalances and the airline's flawed sales strategy, promising improvement.
The controversial strategy involved mandating customers to buy tickets exclusively from the airline's website, causing backlash from travel agents and corporate customers.
Travel agents criticized the policy as 'arrogant,' emphasizing that not all customers prefer direct bookings through AA.com.
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