American Airlines has sent a reminder to flight attendants not to go above and beyond for passengers in economy, as first revealed by aviation watchdog JonNYC. The airline told cabin crew that they shouldn’t give economy passengers blankets, pillows, or treats from business class. American framed this as consistency, which is to say making sure that there are no occasional surprise and delight moments in the coach cabin.
As part of our commitment to ensuring a consistent customer experience, please refrain from offering Premium Cabin amenities/service items (i.e. pillows, blankets, amenity kits, and certain food items) to customers who are not seated in a Premium Cabin.
AA: pic.twitter.com/UN8aVpAbsZ
— JonNYC (@xJonNYC) November 7, 2023
No meaningful effort is being made, of course, to ensure a consistent customer experience in premium cabins – such as that predeparture beverages are provided consistently.
Since there’s little actual enforcement of service standards – aside from telling flight attendants not to go above and beyond using company resources – some cabin crew feel emboldened to create their own makeshift barriers that ensure they aren’t approached by passengers.
Hey @AmericanAir. Do @FAANews, @FAASafetyBrief, @USDOT, and @Transport_gc allow your crews to block off access to rear exits DURING flight so your FA’s can sit and chat ? Seatbelt harnesses connected together. AA2804 DFW-YYZ, 29 Oct 2023. #safetyfail, #clueless, #infuriating pic.twitter.com/iGJ1KUVJaj
— Lori Soler (@lorikaycan) October 31, 2023
While American Airlines is telling flight attendants not to offer amenity kits to passengers in economy, prior to the pandemic Delta actually made that a standard for their international coach product along with a welcome cocktail, hot towels, and mixing and matching choice of appetizer and entrees with dessert served as a separate course.
Delta hasn’t returned to this. Indeed, Delta’s operation overall isn’t as good as it was prior to 2020. But they repeat the mantra of ‘premium’ over and over while American – with an equally high cost base and need to for customers to pay more – is telling crew not to do little extras when warranted to make passengers more comfortable. Indeed, a year ago American told flight attendants to keep passengers from moving to otherwise-empty seats that have extra legroom. And this isn’t even The Onion.
I haven’t flown on American Airlines for a long time and now it seems like too much of a risk.
As if AA flight attendants were doing ANYTHING to make flying in coach more tolerance. This sounds like a phony APFA job.
You know as a long term member of the aviation world it saddens me deeply to see how far American (i.e. USAir) has fallen into the depths of “mass transportation”. As each cabin crew is assigned to make sure their passengers have a ‘positive’ experience, and as each flight is different, to read something like this is beyond belief.
Google ‘Old Greyhound Bus logos’ and you will see one that looks like suspiciously like the ‘swoosh’ at the front of each AA airplane. Maybe that is what they want to become – A Greyhound Bus with jet engines! A sad day indeed when one of the iconic names in US Aviation tells its cabin crew to “not do anything extra for economy passengers”.
Jean luc
Well, to be fair, there was that hoopla over a coach passenger receiving a deferred first class meal in a return leg of a round trip.
Ha,haven’t received a pillow or blanket in FIRST CLASS since pre-covid.
Consistently awful service in Economy is the aim!
Fortunately most AA FAs have not consciously or inadvertetly violated this low bar in living memory!
I will never fly a U.S. carrier in Y longhaul, but I’m outraged by this nevertheless. It’s indicative of a chronic poverty mindset at the C suite, and the ability to command premium revenue (for a carrier that needs it to support its debt structure) will adjust accordingly. And as Gary points out, they’re putting more effort into ensuring that FAs can’t offer small kindnesses to Y pax than in ensuring that J pax get the bare minimum advertised benefits of the cabin. Pathetic.
Airlines no longer exist. There are loyalty programs with cobranded credit cards that, in addition, have airplanes.
‘Great them like dogs and they’ll behave like dogs’. I’ll guarantee to never fly AA on any segment if they’re going to treat fare paying passengers like this. AA. don’t deserve any customers. Let’s hope the vote with their feet and use any other airline.
This why FF programs don’t matter. Suck it up if you’re flying domestically.
But Trans Pacific or Trans-Atlantic, fly an Asian or Mid-East Carrier.
Ohhh how the might have fallen.
AA and the rest of the airlines charge 4 times as much to board sooner, sit in the front, get 40% more room, and get quasi-edible tiny bits of food. They would beat you with a stick if you sat in the cattle car section if they could.
One of the benefits of remembering the golden age of flying when coach passengers had plenty of room, were served a warm meal on china and at times complementary bottle of wine. First Class was amazingly even better but cost like twice as much.
I completely agree with not allowing people to move into extra legroom seats unless they pay for them. Let AA have its Flight Attendants collect a surcharge on their handheld like the LCCs do for people who want to move on board. Giving it away for free disincentivizes people from buying it, and it is not fair at all to those who paid for it, or gained it as part of a loyalty program benefit. So what if the whole row is open and the rest of the flight is full.
I same day changed to an earlier flight a few weeks back between MCO and CLT on American and ended up in like row 25 or so on a 737-800, where I haven’t sat in some time fortunately. The pilots announced that due to possible turbulence, there was unlikely to be any service in flight. The lead F/A said there would be no service at all (unequivocally). Then she went around with a tray and writing on something on it with a pen to each passenger in First, seemingly taking drink orders. She then came to the back and went to each EXP or whatever asking if she can bring them a drink in the air… she went to about 9 or 10 people throughout coach (as an AS MVP75k I ended as about number 20 out of 45 for upgrade when the door closed).
In the air, surprise, as soon as crew got up, it was smooth, and here came the beverage cart from the back. When getting to my row, I asked the F/A (after complimenting her HP pin) what happened to no service? She replied she thought it was tacky that her colleague would declare it’s unsafe to do service yet pick and choose who to serve in flight.
I’ll tell you what the problem is with so-called American Airlines. They need to have the “barrier” between First and Economy be far more substantial. They also need to tell everyone in economy that they have to use the lavatories in the rear of their cabin only. There is no lavatories for Main Cabin “Extra.” The Extra means relieve yourself in the back like the rest of the cattle.
I don’t mind their statement. It’s in order to be fair to all passengers in their respective cabin…which I think is reasonable.
But the sense of entitlement in many of the comments is tiring as an ultra long-haul flight.
I’m sorry, why would business class amenities be offered to main cabin? Exceptions might be inconvenience or dietary issues that passengers did not address during reservation process.
This is the reason I avoid American air carriers on any international flights from USA. I choose only ME airlines, though all airlines in the world today provide minimal services in economy, but better than US carriers.
This article misses an important point:
Passengers pay extra for many things – such as premium seating – and if other passengers get it for free just because, it discriminates then and makes them feel stupid for the extra money they paid. Then they will be the ones complaining.
“As part of our commitment to ensuring a consistent ***crappy*** customer experience…”
Fixed it for ya
it’s because of kiss a** fas that try to appease the likes of people like Gary, an entitled whiny man child. you’re sitting in coach, you’re not entitled to anything more than what’s with the ticket that you purchase. it’s not the airlines fault that you’re being cheap.
The service inconsistency isn’t just in coach. My wife and I took two flights last week, returning home in first class from MBJ and on neither flight were we offered a PDB, although we did get to hear lots of information about the first class FA’s personal life on one of the flights before departure when 2+ rounds of PDB’s could easily have been served in the hour between sitting down and moving.
People absolutely should not be able to self-upgrade to extra legroom seats though. (But honestly I can’t remember the last time I was on a flight with empty seats so probably a moot point.)
AA is the worst. Had a 14 hr business class flight with cold awful meals and welcome drink in broken plastic cup, unhygienic used headsets. My fellow passengers did not have working entertainment and even no pre requested food. Saw the FAs shout people down if anyone asked anything more. I am just glad I got out quickly as the flight landed without any food poisoning.
Just flew first class @americanairlines had 3 drinks and didn’t hear anything crazy behind me and we were 30 mins early. American baby
Interesting article but I think that that is a general rule in other carriers as well as it sets an inconsistency in service if it’s given on a constant basis.
I just think that AA kindly reminded its staff of the general rule but it didn’t mean they can NOT never provide something nice to a passenger in coach. However, you have those passengers that actually expect everything on a Flight including free food, drinks, and perks when they actually paid little to nothing and are sitting in economy minus cause their cheap ass refused to sit somewhere better to enjoy a premium flight experience(after the fact they just got a 300-400 a night stay at a hotel in Hawaii, Japan, Europe, etc.). Sorry but this has been happening on many flights I have been on and find it very vexing to see on a constant basis so I feel bad for FA’s that have to deal with ***holes like them. As per Predeparture Beverages that is a not a mandatory must do on an every flight let’s get that straight. That is a time permitting item since there are factors that can be legitimate for not doing the service especially when flights are delayed or it’s a quick turn and or pilot wants to get out soon as possible if the gate so that we don’t miss our departure slot.
Dear FA’s, we forgot a few things;:
Remember to not let economy passengers arrive less than 30 minutes earlier than premium class passengers and, should that actually happen, unbuckle the extra seatbelts from the makeshift galley barrier and tie them to their seats. Collect passenger names from any protesting pax and report to baggage control to lose their bags or forward then onto a different destination.
Pax are free to get off the plane but they cannot arrive. NO WATER MAY BE PROVIDED WITH PARACHUTES. You are free to use the phrase “Buh Bye, thank you for flying the friendly skies.
American Airlines is, from an Economy Class perspective, trash… something just barely above the discount carriers. Generally dismissive flight attendants, if not openly hostile. No entertainment screens. No real meals offered, even on long domestic flights.
I know price and destinations options determine the choices passengers make. Fortunately, I live in a major city, and can choose to pay between $2 and $50 more per roundtrip to fly across the country on another airline thar treats all its passengers better, offers a real meal, seat back entertainment, etc.
My nickname for American Airlines is Annoywecan Airlines. What they do best is annoy their customers. I about gag when they announce that “we” are the reason they fly. They are a very sick airline.
My experience with American Airlines flight attendants is that they are mainly jaded, ill-tempered hacks who should have chosen a different line of work; one that doesn’t involve interacting with the public. United is no different. Flying with either airline is a miserable experience.
America is poor.
American Airlines. The Marriott of the skies.
AA just remember who pays the lion share of all wages. News break it’s not first class passengers. I haven’t flown AA for years because of miss treatment towards my wife today was the first time in 7 years. And it’s looks like another 7. I guess you don’t need the money from us low class passengers.
They should change the name from American airline to Armenian airline, since it is no the way American do bussiness
Robert Isom and his cronies do not care about customers. Of course they don’t want to deliver anything more than adequate or barely adequate or almost adequate or blatantly inadequate service.
Let’s be real, what they are actually saying is to stop giving your favorite non-revs in coach first or business class amenities. An easy way to tick off paying customers is to see flight attendants bring their friends sundae’s, duvets and/or champagne while they get nothing.
Wait…you’re mad because American told their crews to provide a product as it was meant to be provided and purchased?
Every airline does this. It devalues the product when you give xyz away to this person but another is asked to pay for it.
What a garbage article
Damn, I just booked American from SFO to Ecuador….upgraded my seats but I guess that doesn’t matter. Great.
Yet another example of why I no longer fly. I drive or stay home. If I want to be treated with disrespect, I can just go to work, no need to pay the airlines for it.
AA coach/economy is no different than Spirit. Small tight ass seats and hardly any amenities.
AA wants to claim legacy carrier status while operating as a LCC. They’re competing with Spirit and Frontier while claiming to be equals with Delta and United.
They don’t care about the product, and have repeatedly said so in not so exact words. They’re a bank pushing credit cards parading as an airline.
They aren’t telling the FA’s to treat Economy poorly. They simply are telling them to do the proper service and offer amenities only in the class of service paid for.
You people are upset about consistency? You’d complain if you were in one of the Premium Cabins and saw someone in Economy get what YOU paid for as Premium just to complain.
I have flown American many times and I always have a great experience. I don’t complain, and I always say yes ma’am, or yes, sir and thank you, sometimes this goes a long way.
I have been flying since 1958 when air travel was a true privilege. It is ridiculous to pay huge prices for sitting in a larger chair for a few hours with a flimsy blanket and tiny pillow. The perks of better meals, alcohol and more polite staff are over hyped and just a waste of money. I can afford business class but prefer to watch the silly parade of self important egos going to their big seats. I will stick with cattle class.
This is why our family flies foreign airlines or even takes boats, trains or automobiles. Anything is better than giving your hard-earned money to businesses that spit in your face, figuratively…
I just go coach, sit down and read. First class not worth it for a plane ride. I simply be quiet and read and don’t bother anyone or make trouble.Flying today does suck ,BUT DONT GET INVOLVED, will only lead to trouble and aggravation for you.
I’m ExPlt with AA and was sitting in coach yesterday at the back of the plane. The FA came up to me and asked if I wanted a pre-service drink. She made my drink and brought all the way back to me as other coach passengers looked on in wonder.
A bit embarrassing, but great recognition. Never had that happen in my 4 years as ExPlt.
Why would I ever fly first or business if I could just complain my way into getting first and business class amenities?
I have never flown domestically on any airline but Southwest and it was always a pleasure. Internationally I have never flown on any U.S. carriers either. I don’t want to be treated like an animal. I will never fly any of these airlines.
After Delorean developed the Corvette, he decided he wanted a car for his family, with a back seat & large trunk; voila! The little girly- looking Pontiac Tempest Lemans (race car) had a 326 engine, vs. the 327 Corvette. He never let the Vette owners know, since they had spent so much more money.
Jean Luc is being a bit unfair comparing American to Greyhound.
Greyhound has much better seating.
Prices go up service goes down all to be squished into ever shrinking seats. They wonder why people are hostile towards them could it be because they are stripping away niceness from their staff? Get in sit down shut up we can shave 2 minutes off turn around time. Clean or even just sanitizing the flying Petrie dish is out of the question. I used to love flying now I dread it. What’s next strap hangers like the subway? Bank loans or mortgages to afford a ticket? Terms of Carriage are based on travel from the 1800’s sailing ships. Charge me a luggage fee you should be held accountable.