US Airways customers departing from or arriving at Los Angeles International Airport will no longer find themselves trekking through Terminal 1.
Effective today, all US Airways LAX flights will operate from Terminal 3, together with Allegiant Air, Frontier, JetBlue, Spirit, Virgin America, and Virgin Australia.
Conspicuously missing from that list is American, which operates from Terminal 4.
Adjacent terminals make for easy connections, right? In this case, no.
At LAX, Terminals 3 and 4 are separated by the international terminal. It’s quite a hike between the two terminals, especially if you’re weighed down with bags or under pressure to make a quick connection.
No matter, according to American’s press release: “American and US Airways customers can now access both the American and US Airways terminals via a new shuttle service that runs every 20 minutes, with stops at Terminal 3, Gate 39 and Terminal 4, Gate 44.”
But if connections require a shuttle, why bother changing terminals at all?
Connections aren’t the only issue.
There’s no US Airways lounge in Terminal 3. Again, American’s press release strives to reassure: “US Airways Club members can utilize the American Airlines Admirals Club located in Terminal 4.”
Which just takes us back to the larger issue of two airlines, whose operations are in the process of being merged, in two non-adjacent terminals.
Merging the operations of two major airlines is a complex and time-consuming task. If this is American’s idea of seamless integration, customers of the two airlines have a long, bumpy road ahead of them.
Reader Reality Check
Is this your idea of smart, customer-focused integration?
This article originally appeared on FrequentFlier.com.
We hand-pick everything we recommend and select items through testing and reviews. Some products are sent to us free of charge with no incentive to offer a favorable review. We offer our unbiased opinions and do not accept compensation to review products. All items are in stock and prices are accurate at the time of publication. If you buy something through our links, we may earn a commission.