American Airlines passengers are often surprised to discover that their 'flights' are actually bus routes. One woman from South Bend, Indiana, thought her flight from Chicago O'Hare to South Bend was actually a flight, only to be boarded onto a bus. Kennedy Woodard-Jones was transported onto a coach bus, which she assumed was meant to shuttle her to the plane, not replace it. She joined a growing group of travelers unknowingly booking a bus ride through American Airlines' Landline service, which was launched in 2018. The airline maintains that the service operates "just like a flight," short of actually being a flight or arriving at destinations consistent with air travel. However, some customers have been left disappointed by their unexpected journey.