American Airlines Announces Washroom Allocation Policy. Economy Passengers Limited to Two Visits Per Flight. Business Class Described as "As Always."

American Airlines has announced a new cabin management policy that limits economy class passengers to two washroom visits per flight of under six hours, three visits for flights between six and ten hours, and “reasonable discretion” for flights over ten hours, which is not a number.

The policy, which American Airlines is calling the Cabin Comfort Optimisation Programme, was announced in a press release that used the word “experience” fourteen times and the word “limitation” zero times. Business class passengers are subject to no restrictions. First class passengers have a private washroom. This was not mentioned in the press release.

“Our research shows that washroom congestion in the economy cabin is one of the leading sources of passenger dissatisfaction. By introducing structured allocation, we eliminate the queue entirely and improve the experience for everyone on board.”

— An American Airlines Spokesperson, who did not answer the follow-up question

The spokesperson did not address what happens to economy passengers who have used their allocation and subsequently need to use the washroom again. A follow-up question on this point was met with information about American Airlines’ new premium economy tier, which allows four visits and includes a warm towel service.

The new policy will be enforced by cabin crew, who were informed of the programme in an internal memo described by a flight attendant, who asked not to be named, as “the one that made several people resign.” Crew will carry handheld devices that log washroom visits against each passenger’s boarding pass. The devices were described in the memo as “non-confrontational.”

Passengers who exceed their allocation will be asked to return to their seat. The policy document notes that crew should approach the conversation “with empathy and professionalism.” The document does not address what empathy sounds like at 35,000 feet when someone has had three coffees and a window seat.

Industry analysts noted the announcement came one week after American Airlines reported record quarterly profits. The airline noted this was coincidental. The analysts said nothing further but the silence was expressive.

American Airlines’ frequent flyer programme offers washroom visit upgrades starting at 5,000 AAdvantage miles per additional visit. Elite members receive unlimited visits, which is the same as before the policy, meaning the policy has created a benefit that did not previously need to exist in order to sell it as a benefit.