Sailfish Productions CEO and former Fox News anchor Melissa Francis has criticised American Airlines after saying a first-class booking was changed to a coach seat without explanation or a refund. She also complained about TSA-related problems and said she would avoid the airline if alternative routes were available, highlighting wider concerns about its customer service.

American Airlines apologised publicly and asked Francis to send her booking details so it could investigate. Her complaint follows other reported controversies, including long delays, cancellations, changes to upgrade benefits and disruptive passenger incidents, while pilots’ representatives have also criticised CEO Robert Isom’s leadership.