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.
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 will continue to fly cattle class
My assessment is, you hear more complaints than praise in most situations as people are inclined to vent on the negative rather than the positive. I have taken numerous flights in AA biz over the past few years and have for the most part been pleased with the professionalism of the flight attendants.
Meanwhile, United is doing a great job upping their quality of in flight service in every cabin.
Hey passengers, don’t treat American Airlines as an Airline, treat them like a barely working bus restored from a junk yard. Any other airlines would be much better deal for your dollars than AA. The only reason airlines have become greedy and arrogant is there is no competition like high speed rails as they have in Europe. If one could get from NY to Chicago in 4 hrs by train why anyone would ever fly? Need to spend some serious money on high speed train coast to coast.
Seems a lot of complaining on here. Dont expect to buy the cheapest fare and then complain you are receiving McDonalds level quality service.
If people flying In F/J hate AA, fly private. At $20k a flight hour, then you will really have something to complain about if the product isnt up to your standards.
Oh my gosh! This is misleading! Flight attendants ( inflight first responders) are encouraged to assist ALL OUR PAX!
I love taking a hot fudge Sunday to a pax and singing happy birthday! AA has never asked me to stop. Or taking a pillow and blanket to a nursing mom to provide comfort and privacy for ALL.
Service standards are changing – but even management celebrates the humanity and heart of its front line employees!
40 year plus FA with AA here.
AA will soon claim that this is all for the good of their passengers! Can’t wait to see the videos of fistfights and bad behavior on social media. Great job AA! Treat all passengers like dumb sheep!
I don’t get the uproar. You should get the service in the class you paid for. Someone who paid less should get less. You want FC treatment, fly FC.
Daughter and I were flying BC on ME airline when my daughter asked if she could have some more champagne. The FA said they didn’t have an open bottle in business so brought one from FC. That was above and beyond and nice.
You purchase a seat…you sit there…period. Basic economy…seat assigned at the gate. No moving around because you’re wanting a better seat. You should have purchased a better seat. You put your carry on in the overhead adjacent to your seat. You order a special meal within the time frame (usually minimum 24 hours BEFORE flight) and you don’t get it…you’re entitled to some compensation. Flight attendants main job is safety. However, they are in a front line CUSTOMER SERVICE position. Then ACT LIKE IT! Without the customer…there is NO paycheck. While the customer is NOT always right, he/she IS the customer and can jolly well go elsewhere. Stay within the rules BUT if needed to go a “bit outside the box”, then do the right thing. The sad thing is apparently American Airlines goes to great lengths to annoy their customers and their staff goes to great lengths to further annoy the customers. It’s a vicious circle and the vortex is getting tighter.
You definitely are pro delta anti AA you can feel it in your writing when reading the way you write. It doesn’t seem that you try and be non biases.
I’ve got both AA and Delta regular the last two weeks I have flown in delta four times. I travel on average every other week.
Delta is amazing company, but you seem to write very towards one company and more negatively towards another. It feel more opinionated then factual or policy based.
Don’t lose sight that airlines receive federal money. That’s taxpayers money!
This airline is not the only game in town as we say, The service sucks on most airlines, But this airline is really out of control.
Airlines are trying to squeeze every penny out of its paying customers at the expense of customer service and a decent flying experience. Unless you have deep pockets you are packed into your seats like sardines in a can and in most cases paying extra for checked luggage, more comfortable seats, and boarding perks. All of those things USED to be standard in addition to meals. The airlines use government funded FAA services, airport facilities paid for by taxpayers, and bailouts during the pandemic in the billions of dollars which never got passed on the the flying public.
I think a lot of the uproar is people just venting about the overall level of service provided by airlines. They sell one product based on promises of quality service and then once your on board it’s “we’re here just for your safety” and “our job is strictly to deliver you from point A to point B. Period.”
If an airline is NOT going to guarantee good service, whether it be in First, Business, or Coach, then don’t sell the message that you are. Be Spirit Airlines — and embrace it, wear it like a badge.
You are able to bring your own pillow, blanket, snack and amenity kit on board if you are not seated in a premium cabin. Why would one expect more than they paid for? Per-planning is key. Pack your own items. That’s what the “personal item bag” is for. And it’s under your seat right in arms reach. I don’t get it. Such an easy fix.
There are a specific amount of amenity kits and blankets/pillows onboard. So, if the flight attendants use them for economy passengers they might not be able to replenish them at an out-station for the business passengers on the next flight. Why is this even a story?
I don’t think American Airlines service can get any worse than it already is
I refuse to fly American airlines. They are rude and treat you like your just a piece of luggage. If other people start boycotting AA they would just fade away!!!
Customer service and safety should go hand in hand. You should learn from the old F/A days when flying and talking with the passengers on board was fun, delightful and inspiring. We learned of many new places to visit from our passengers and stories they had to tell us made our time fly by on international flights spend time with your passengers. They are your bread and butter. No, Airlines should forget that.
@Chel B, you sound like a delightful flight attendant. I wish all flights had flight attendants like you.
Layoff the crews, people are not the same anymore. People are rude and disrespectful to crews. Since COVID the world has changed. Too much entitlement. AA doesn’t provide the tools to give descent service. Do your research.
American Airlines has a bad habit of charging their partners double for the segement of flight that is with them. To purchase a first class ticket through their partner all the way from ANC – ORD – BDL was over $3000 per ticket. If the segments are purchased separately from the respective airlines it was only $2000 per ticket. However, American will not check your bag through on the partner segment. Even though the partner did it one way. AMERICA AIRLINES is UNamerican. Won’t fly them again, told the partner I’ll look for another airline before I purchase a flight that uses them in any segment. Word up to everyone though – if you’re flying with a carry on – book your segments separately!
They want incentives to upgrade for $. Flying coach , in their eyes, should be like riding Greyhound. We don’t like to fly anymore. My brother lives 2000 miles away. We’ll drive there next time. There is no direct train from New England to TX. Maybe the bus companies should think about using double length trailers with sleepers. I’d pay extra for that. Or maybe the airlines should raise the coach rates, widen the space between seats and offer better service, like it was 20-30 years ago. .Airlines should compete with busses, and buses should offer more comfortable service.
People should get what they pay and agree to. That said, I fly a lot, and on overseas flights with both United and British airlines, blankets and pillows were provided to all seats.
On the other hand, I think on short flights less than 2 hours, any service is more of a hazard because of short time to serve and pick up trash.
Our multi generational family flew to Japan in February. Many months ahead of time we all bought bulkhead seats. As we boarded our flight we realized we no longer had these seats and were refused a refund re: the difference of what we paid to what we actually got. This was the first time we flew AA internationally and won’t do it again.
Ah America West…
I am surprised they are not asking FAs to take stuffed animals from children because…uh…you know…um…SAFETY! Yeah, safety……so they can send it to the executives in Dallas.
I’m sure everyone that flies no mater what airline would love to sit in first class or business but there are some of us that just can’t afford the price. I don’t think we should be penalized for that. I for one do not like American Airlines and will never fly with them again.
Another thing about all airlines that is a problem is boarding. I think boarding should be done as follows: board first class first then parents with small children and then the elderly that need help. I then think you should start at the back of the plane and move forward to keep everyone from piling up and standing in the aisle. That way you can get in get settled and out of the way for the rest of the passengers and it would probably go faster and the plane could maybe leave on time for a change. People get on and take their time getting settled and tie up the other passengers. Also the zones are not done right and it causes passengers to have to get up and move to let someone in that is sitting in the same row and that too holds up the line of passengers going further back. Whom ever designed all of this needs to rethink it because it isn’t done right and that person probably flies first class and doesn’t care about the rest of the passengers.There really should be some changes made to better organize the loading of passengers .
I recently flew with American….they suck. The staff from desk to flight attendants are rude.
I have flown American airlines a few time because other airlines did not service the location I was traveling too. Every time it was horrendous, flights were late, in-flight service was obismal and checking in for my flight was a nightmare. Started flying delta to the closest airport that they serviced and driving to my destination from there. Much happier and I don’t have to deal with American Airlines again.
From personal experience, apparently a cup of water is also reserved for 1st class!
After a mad dash to make connection at DFW ( & long tram ride) bc my arriving flight was delayed, during said dash I came so close to wiping out ,but made it to gate with 4 minutes till door closed, sat down, winded & red faced… not a peep from stewardess, & since no refreshments were being served, I never got a chance to ask bc she hid herself in cubby at back of plane.
I spent close to a grand to be treated like I wasn’t even there.
I have no problem with this service distinction. Just because you’re in a store doesn’t mean you get everything when you only buy a can of soup.
I fly first class on AA, the service is less than stellar. You almost never get offered a pre flight drink. They don’t reserve the space in the overhead bins for your bags (in first class) like they are required to. The flight attendants are often sassy or downright lazy. They would rather sit in their chair and gossip with the other flight attendants or the pilot than do their job and serve you. It’s rare they will ask if you would like another drink. It’s flight attendant dependent. If you get one with a good attitude, you will receive good service. But if you get a lazy entitled one, you will receive poor service. There are no standards and the airlines don’t hold them accountable.
Lazy in flight trash being lazy in flight trash.
That’s bullshit the service should be the same for all passengers it’s discrimination
Let’s be honest AA flight attendants don’t give the best service to business or first class, so neglecting economy sounds on par with their service standards…….
It actually is important for consistent customer experience. If an FA gives one economy passenger something extra, then every other economy passenger could ask for the same. There clearly wouldn’t be enough to go around and people would feel they had been “shorted” of something they should have and be dissatisfied with the service.
American also provides blankets and pillows on long haul internacional , just like delta . And delta also does not allow customer to move to extra leg room seats , United also does that . So .. what’s your actual point ?
Well, that is why US airlines are the worst. Domestically you unfortunately don’t have a choice. Flying internationally I would always choose a non-US airline, if available. It is just a world of difference. It actually does not take much. Just look at the professional service of Asian airlines and how they treat their passengers in comparison.
A lot of hooey; unless it is so stated like Spirit or handled like SW. Besides the good seats seem always taken for one reason or another.
Just be up front and Truthful without all the high priced pro mos which are seldom available to vets and/or elderly. I am now both and flying is altogether horrid. Thanks For Nothing AA.
American Airlines doesn’t do anything but economy what are they talking about the nasty peanuts in the drink they can kiss my ass I’ll fly with another airline. I’m done with American Airlines and everybody else should too let them go bankrupt. That would be the great answer to their bullshit.
American has worse seevice than Spirit Airlines in this regard.
Clickbait.
They said not to provide “amenities and service items” from premium cabin. No where did they say not to offer a high or higher level of service.
Anyone who has flown premium class knows that food, beverages, gifts, etc. are often different/better up there. OFTEN, service is as well, but not always. Regardless, I don’t think anyone would be disappointed not to get a food or drink or gift that was only available to premium cabin passengers.
I suggest that American and Delta fly with empty coach seats and let passengers in first class and business section pay their opération expenses.
US Arlines are the worst in the world. Expensive and terrible customer service !
The amenities are just that. If 1st gets a Reese’s and Coach is issued cracks, it’s just part of what I paid for. But restricting use of vacant seats sounds like; well, don’t blame a ‘aisle walkers’ for always standing and moving.
Yup. It is just a bus ride in the sky.
Even AA’s domestic first class is garbage. Never again for me. Filthy planes and surly FAs. I’ll take Delta.
This is one bitchy blog. American is right in not allowing premium class items in coach. If coach passengers want premium item, pay for the premium cabin.
I have only flown American a few times, but will never do it again.
.moving a passenger to an empty seat costs them nothing.
Greeat Way to show customer appreciation.
Gary what’s your deal??? Did you not get hired at AA or did you get dumped by an AA employee??? Tired of your AA is the worst when DL and UA do the exact same thing. You’re really just a PITA looking for some justification.
O for the good ol’ days when we loved our passengers and did everything we could to put smiles. on their faces. So happy I’m retired from this miserable industry. Can’t even stand going to the airport now. It really saddens me that the airlines have made sure that every pax is miserable. Just can’t imagine not treating my pax with the utmost love and respect
American has a long way to go to reach ” average ” international anyway.
So as long as it’s not going to cost money why not allow the cabin crew to be true ” hosts ” not robots .
There are some who still enjoy their work and are a credit to the company.
The rest – well we know about those already!!
I sure hope that our flight from Belize to Indianapolis in January 2024 is a good flight experience. We are flying delta down to Belize in December 2023. Please let the flight be safe and joyful.
@Tina. You should talk to @Tim Dunn. He’s constantly complaining that @Gary hates Delta and goes out of his way to criticize them.
Used to fly BA transatlantic over 50 times, but as time went on every little basic service disappeared and on my last few flights economy (cattle class) made BA like any other cheap airline. So this year flew AA to the states and that to has become so basic as to rival Ryanair and similar airlines. Surely giving an extra blanket or pillow only serves to give a better more comfortable and contented customer. We always hear this drivel about safety and the interests of the customer but both my flights from Charlotte NC to Lauderdale and later return were late but not the slightest small bonus on either flight to mitigate the time wasted. They all need to look at Jet Blue for a comfortable customer friendly airline.
@John says:
Tell me again why you insist on flying American. Take another airline and make one change.
Didn’t the American Taxpayer bailout the airlines during Covid?
I will be traveling on an extended trip to Italy next Fall. Although I have points on a few airlines which cross the Atlantic (American ones), I have pretty much decided to save up and spring cash for Business Class on the Italian carrier ITA.
Glad I fly Delta
Obviously that also goes for Executive Platinum’s sitting in coach. Not a single FA has thanked me for being a EP since before Covid while in Coach and only twice in FC.
I can belive this article. I flew ba to dallas and flew aa on the way back. I thought in previous years ba has been battered with bad press but couldn’t fault them. Fantastic service from the ground crew to cabin crew. I had awful service on aa. I asked for a brew mid flight and was disgusted how I got treated same with breakfast service. I got a black tea and simply asked for milk and she slammed the whole carton down on my table. Not acceptable with the money you pay. I won’t be flying with them again. When there’s a lot better out there.
AA sure loves its free bailout from taxpayer dollars though. Next time we should refrain from helping a legacy carrier from going bankrupt and let the competition show you how it’s done.
This saddens me to my core. I fly American and Delta all the time. Delta was my go to when my kids had to fly unaccompanied when I had to deploy and that was a lot. Well, I have no words….
How sad that we can t form an alliance to treat every customer with pride and dignity, no matter the class of seat. If only we could treat everyone the way we want and desire to be treated , this world would be a better place. As a Nurse, I treat EVERY patient as if they were family, doesn’t matter your status. AA should strive to do better!
So many people complain about the level of service not “what it used to be” take a look at the passengers boarding, if you walk down the aisles of Walmart you see the same group, spandex stretched so tight the fat pushes through highlighting their camel toe, entitled attitude! When there’s 1 FA per 100 should in economy what do you expect? You pay the cheapest price and expect first class a$$ kissing!!
Let’s remember that in the post-deregulation era, the airline industry did not work as Alfred Kahn predicted.
Instead of Cadillac airlines, Oldsmobile airlines, and Pontiac airlines, we have Yugo airlines.
Air travel is like milk. Whether it’s a national brand like Dean’s, a store brand, or the small boutique dairy, it all tastes the same.
Air travel is a commodity. Maybe you are required to be loyal to an airline, because of a contract with your employer. Maybe because you live near a hub city, you fly the hub carrier.
I can’t afford business class but I will say that I understand from a service perspective. When one manager/shift does something special for someone it is great! The problem is when that ask for it from the next service point, inside the same company and get told no (for whatever reason) supply, company policy, etc..Some people lose there minds and it can unravel to a huge problem. Now sprinkle some diversity in there and everyone is offended. I have seen managers comp a $200 meal because this same situation. And companies don’t want to deal with that while they are pinching pennies for an oversold flight.
Do it once and 1)the coach passenger will say “Well they it to me the last time” and 2)other passengers seeing someone getting extras will be offended if they can’t get the same amenities. I’m all in favor of consistently.
@williamronda
When was the last time you flew AA? They haven’t had peanuts for decades. You sound like an absolute joy & no FA on any airline would want you on board. Take a bus please.
We recently flew r/t DAL – FCO (Rome) on AA in Coach and was appalled at the rudeness from the majority of the flight attendants. We were very excited for the flight because prior trips across the pond on other carriers was delightful. The hurried service and unfriendly atmosphere was unacceptable. So expensive yet so disappointing. .
I think there’s a favoritism issue here. If they give one or a few coach passengers amenities they can’t give to all, that raises concerns. Does someone have an interest in someone? Did someone bribe someone? Did someone invent a birthday or honeymoon?
An attendant got angry because I asked for a drink while sitting in first class that wasn’t during the regular service. Excuse was people in coach would see & want the same. Seriously
Flying these days is like cattle going to slaughter if travelling economy. I’d rather stay home.
Domestic airlines are digging their own graves. I hope their staff has guaranteed pensions.
Every airline will have customers with a bad experience. I love Spirit for its no frill and I buy what I want(big seats, etc). I get GREAT deals to Orlando, Houston, and Las Vegas. I have it my way.
I also fly American Airlines(Business Class) a lot and have never had a bad experience yet!!! I plan on flying American Airlines to Rome next year.
AA should be thankful they are still a company after their bailout! The gall to act inferior to ANY passenger is appalling! They with Finnair (a One World partner) need to take lassons from other wel respected airlines!
Can just people boycott the airline and see if they will survive without the government help..
What’s the big deal? Since COVID, there is virtually no service on AA in coach other than drinks on most flights. No real snacks for sale, no EP recognition or preordered snacks and minimal service in First. It’s a race to the bottom.
Please, travel Virgin Atlantic to Eurrope (London) in Economy class and you will experience truly one of the best customer service in industry (Economy class).
Kindness and customer service has taken a huge decrease since COVID and it does not matter the industry. Unfortunately that industry relies on people and there will be an airline that does go the extra mile and other will lose. Sad really.
Last US carrier I would now choose to fly….. such a shame they were great many moons ago.
Most of the F/A’s look and seem that they just jumped out of bed and really dont give a s**t about anyone or service of any kind.
Wait, I’m confused. AA is asking FA’s not to provide free to economy passengers what business class passengers pay extra for? Shame on AA. You’re right, Gary! Economy passengers should always receive the same treatment as business class. I’m glad you’re sticking up for the have nots for once. Us poor people deserve all the business class amenities as well!
The only consistent thing I’ve seen lately is that you’re not happy when AA does the wrong thing and you’re not happy when AA does the right thing. Flying sucks. Flying AA sucks. But I would never ever be upset as an economy passenger that I didn’t receive the first class amenity kit from a FA. Find something real to complain about next time, please!
Well… why not you try coming to Malaysia? Malaysia Airlines is well known for Malaysia Hospitality (MH). You want blanket or pillows… not an issue. Even if you’re in economy, you will be treated special. Of course if you’re in business class, you will be treated like royalties.
Delta has the exact same policy. It’s just not enforced because delta passengers are bred to be entitled, they whine and cry when they don’t get their way. The flight attendants live in fear of being fired even when doing their job by the book, just because some Chad or Karen didn’t get something they never paid for. Not a single item from a premium cabin is supposed to go to economy. Not a meal, not a blanket or pillow, not even a bag of chips.
I stopped using American for bad service yrs ago I see it’s gotten worse . Stop flying American they treat customers who made them like trash.
If you want premium items upgrade or buy a better ticket. Very misleading article and title.
I would say that they were doing fine regarding a consistent experience. Consistently when I fly with American the flight attendants are not available except during beverage service. They gather together, usually in the back of the plane, sitting and talking and doing as little as possible to improve the customer experience or assist customers with needs.
Air lines are selling me on just driving my self there, instead of spending money with them. I spend all day sitting around in the airport getting treated like a criminal, when i could of just drove.
How would you feel if you paid a higher ticket cost for premium economy to get extra legroom and enhanced service and a basic economy paying passenger just decided to move into the empty seat next to you, getting the services you paid extra for? This is why the rules are enforced. If you want better seat, service etc then pay for it.. And no it does not violate FAA regulations to block access to a galley during flight. Egress requirements only apply in taxi take off and landing per regulation . You really should educate yourself a little before posting your rediculous article
From my experience with AA’s business and domestic first, the service already ranges from not that good to bad
Recent AA flight (Oct 2023) from Chicago to Tucson in a coach window seat was uncomfortable/cramped. No snacks or water were offered on the four- hour flight. Business Class received meals.
Last year a connecting flight was canceled and I was unable to use the AA flight to the canceled MX air flight. Insurance did not compensate and AA was not willing to provide another convenient flight within a year of their unusable flight.
Fair is fair. You get what you pay for. No different than any other business. If you went to a dealership and can only afford a Yugo, why should you get the Cadillac just because it’s sitting in the lot?
I find it very sad that Americans feel so entitled. I’ve spoken to many people from Europe where airline service is quite good. Think about it, if we Americans didn’t act like we (most of us) maybe our experiences would improve. As a nurse I have found the same entitlement attitude from many patients who seem to think they get their own personal nurse.
Try being thankful people. Yes economy doesn’t give much just the basics. I have flown every US airlines and being a considerate and polite passenger goes a long way. If you want more, charter your own plane. I certainly don’t expect my economy seat to afford me extras unless I pay for them.
Are there rude flight attendants, yes are there rude passengers yes!
Sadly I don’t see Americans improving and I have seen their behavior in US vacation spots.
The regulations (look at d):
14 CFR § 25.813 – Emergency exit access.
§ 25.813 Emergency exit access.
Each required emergency exit must be accessible to the passengers and located where it will afford an effective means of evacuation. Emergency exit distribution must be as uniform as practical, taking passenger distribution into account; however, the size and location of exits on both sides of the cabin need not be symmetrical. If only one floor level exit per side is prescribed, and the airplane does not have a tailcone or ventral emergency exit, the floor level exit must be in the rearward part of the passenger compartment, unless another location affords a more effective means of passenger evacuation. Where more than one floor level exit per side is prescribed, at least one floor level exit per side must be located near each end of the cabin, except that this provision does not apply to combination cargo/passenger configurations. In addition—
(a) There must be a passageway leading from the nearest main aisle to each Type A, Type B, Type C, Type I, or Type II emergency exit and between individual passenger areas. Each passageway leading to a Type A or Type B exit must be unobstructed and at least 36 inches wide. Passageways between individual passenger areas and those leading to Type I, Type II, or Type C emergency exits must be unobstructed and at least 20 inches wide. Unless there are two or more main aisles, each Type A or B exit must be located so that there is passenger flow along the main aisle to that exit from both the forward and aft directions. If two or more main aisles are provided, there must be unobstructed cross-aisles at least 20 inches wide between main aisles. There must be—
(1) A cross-aisle which leads directly to each passageway between the nearest main aisle and a Type A or B exit; and
(2) A cross-aisle which leads to the immediate vicinity of each passageway between the nearest main aisle and a Type 1, Type II, or Type III exit; except that when two Type III exits are located within three passenger rows of each other, a single cross-aisle may be used if it leads to the vicinity between the passageways from the nearest main aisle to each exit.
(b) Adequate space to allow crewmember(s) to assist in the evacuation of passengers must be provided as follows:
(1) Each assist space must be a rectangle on the floor, of sufficient size to enable a crewmember, standing erect, to effectively assist evacuees. The assist space must not reduce the unobstructed width of the passageway below that required for the exit.
(2) For each Type A or B exit, assist space must be provided at each side of the exit regardless of whether an assist means is required by § 25.810(a).
(3) For each Type C, I or II exit installed in an airplane with seating for more than 80 passengers, an assist space must be provided at one side of the passageway regardless of whether an assist means is required by § 25.810(a).
(4) For each Type C, I or II exit, an assist space must be provided at one side of the passageway if an assist means is required by § 25.810(a).
(5) For any tailcone exit that qualifies for 25 additional passenger seats under the provisions of § 25.807(g)(9)(ii), an assist space must be provided, if an assist means is required by § 25.810(a).
(6) There must be a handle, or handles, at each assist space, located to enable the crewmember to steady himself or herself:
(i) While manually activating the assist means (where applicable) and,
(ii) While assisting passengers during an evacuation.
(c) The following must be provided for each Type III or Type IV exit—(1) There must be access from the nearest aisle to each exit. In addition, for each Type III exit in an airplane that has a passenger seating configuration of 60 or more—
(i) Except as provided in paragraph (c)(1)(ii), the access must be provided by an unobstructed passageway that is at least 10 inches in width for interior arrangements in which the adjacent seat rows on the exit side of the aisle contain no more than two seats, or 20 inches in width for interior arrangements in which those rows contain three seats. The width of the passageway must be measured with adjacent seats adjusted to their most adverse position. The centerline of the required passageway width must not be displaced more than 5 inches horizontally from that of the exit.
(ii) In lieu of one 10- or 20-inch passageway, there may be two passageways, between seat rows only, that must be at least 6 inches in width and lead to an unobstructed space adjacent to each exit. (Adjacent exits must not share a common passageway.) The width of the passageways must be measured with adjacent seats adjusted to their most adverse position. The unobstructed space adjacent to the exit must extend vertically from the floor to the ceiling (or bottom of sidewall stowage bins), inboard from the exit for a distance not less than the width of the narrowest passenger seat installed on the airplane, and from the forward edge of the forward passageway to the aft edge of the aft passageway. The exit opening must be totally within the fore and aft bounds of the unobstructed space.
(2) In addition to the access—
(i) For airplanes that have a passenger seating configuration of 20 or more, the projected opening of the exit provided must not be obstructed and there must be no interference in opening the exit by seats, berths, or other protrusions (including any seatback in the most adverse position) for a distance from that exit not less than the width of the narrowest passenger seat installed on the airplane.
(ii) For airplanes that have a passenger seating configuration of 19 or fewer, there may be minor obstructions in this region, if there are compensating factors to maintain the effectiveness of the exit.
(3) For each Type III exit, regardless of the passenger capacity of the airplane in which it is installed, there must be placards that—
(i) Are readable by all persons seated adjacent to and facing a passageway to the exit;
(ii) Accurately state or illustrate the proper method of opening the exit, including the use of handholds; and
(iii) If the exit is a removable hatch, state the weight of the hatch and indicate an appropriate location to place the hatch after removal.
(d) If it is necessary to pass through a passageway between passenger compartments to reach any required emergency exit from any seat in the passenger cabin, the passageway must be unobstructed. However, curtains may be used if they allow free entry through the passageway.
(e) No door may be installed between any passenger seat that is occupiable for takeoff and landing and any passenger emergency exit, such that the door crosses any egress path (including aisles, crossaisles and passageways).
(f) If it is necessary to pass through a doorway separating any crewmember seat (except those seats on the flightdeck), occupiable for takeoff and landing, from any emergency exit, the door must have a means to latch it in the open position. The latching means must be able to withstand the loads imposed upon it when the door is subjected to the ultimate inertia forces, relative to the surrounding structure, listed in § 25.561(b).
[Amdt. 25–1, 30 FR 3204, Mar. 9, 1965, as amended by Amdt. 25–15, 32 FR 13265, Sept. 20, 1967; Amdt. 25–32, 37 FR 3971, Feb. 24, 1972; Amdt. 25–46, 43 FR 50597, Oct. 30, 1978; Amdt. 25–72, 55 FR 29783, July 20, 1990; Amdt. 25–76, 57 FR 19244, May 4, 1992; Amdt. 25–76, 57 FR 29120, June 30, 1992; Amdt. 25–88, 61 FR 57958, Nov. 8, 1996; Amdt. 25–116, 69 FR 62788, Oct. 27, 2004; Amdt. 25–128, 74 FR 25645, May 29, 2009]
AA Cat Ranchers are the worst in the industry. All they want to do is complain about their lack of contract and they feel the best method to show their displeasure is to take it out on the passengers. If they had a single brain cell among them, then they would ALL be treating the passengers like valued partners to garner support for their outlandish wage requests (50% increase). What they fail to realize is that they have zero unique skills and that a monkey can be trained to do their job in a matter of weeks and therefore they are 100% expendable! They spout off about how they are there for your safety, but I guarantee the 90% of them could not save you if you actually needed but they would respond to their failure as “it is not really my job”. I hope that AA management makes an example of them and fires 75%, especially the old, angry battleaxes they have on international flights. Hell management could begin firing them on the spot with just random uniform checks, which is well within the rights of the airline to protect its image.
Give people a keyboard and oh how they love to find the negative side of any experience. As previous posts have stated, if you want 1st Cl amenities, pony up. I have been an AA customer for years and sit in both 1st Cl or coach depending on the length of the flight. Flight attendants have always been helpful and professional. They aren’t there to cater to my every whim. Comfortable flight safe A to B and I’m good.
Your headline is very misleading. AA Tells F/A’s Not To Provide Better Service To Coach Passengers… that is NOT true. They did not say “don’t provide better service…” they did say to keep consistent with the service level of the cabin. I’ve been a f/a for 30+ years – and you provide the Best service CONSISTENT with that cabin. How many times did a coach passenger ask for champagne from First Class or a first class pillow and blanket – because the last flight I was on I got one … and everyone around them is watching to see why they are so special … So – be fair with your headlines.
Really not an issue the concept of service died in this country decades ago and airlines including American are no exceptions. Not a single US based airlines makes it among the top ten airlines in the world..
I miss Pan American Airlines and Trans Western Airlines of the 1960s and 1970s. Back then the airlines aspired to great service with attractive and attentive stewardesses and on-time service. Now, it is a race to the bottom with the airlines each vying to see which one can outdo itself in providing the worst service, most delays, most cancellations, and most lost luggage.
Sadly, as its always been, there is not one single US based airline that can compare/compete with foreign air carriers, especially the Asian, Arab or European ones. Pretty sad.
@SWM Such a BITTER LITTLE PERSON. You couldn’t hack it as a Flight Attendant! It’s a job not for the weak in stature or minded. You would never get hired. YOU HAVE ZERO IDEA OF WHAT A Flight Attendant has to put up with. People like you for one!
Sorry the media has zero idea what we are asking for contractually, so educate yourself. We want a fair contract and we have kept AA flying through the worst. Not just the glorified Circus monkeys flying the plane, that don’t deserve half a million a year to sleep 6 hours across the oceans. FA’s are the face and hard workers on the front line. Along with Gate & Ticket agents. How about AA share the wealth with the mechanics that keep the planes flying? Seems they stupidly gave it all to the tantrum throwing Pilots.
Ba-bye Clueless
Forget ‘do not shoot the messenger!” LOL…..
Korean Air is by far the best airline I’ve ever flown. In all my years of military service from deployments to leisure travel, I’ve flown just about every domestic airline, and none of them even came close to the level of service Korean Air had.
Even for you Gary, this is a completely ridiculous and pathetic excuse to once again try to STAB American Airlines and their employees. You are increasingly less relevant and find this kind of extrapolation on a company memo your only hope.
You are wrong. Passengers pay for now for things like more leg room, enhanced amenities, better meals and more service. All international airlines do it.
Your constant bias against AA is so transparent and immature.
Bet you this never sees light of day on your blog…
You once told me you, face to face on a flight that you were a “famous airline expert”. I rolled my eyes then…and still do now.
Remember when our wonderful, AMERICAN run airlines told us that allowing them to merge would result in lower fares and better customer service???
AND ONLY OUR ELECTED MORON GOVERNMENT POLITICIANS BELIEVED IT!!!!!!!
Having lived abroad in 3 different countries, we’ve flown many foreign carriers. (Still try to when we’re flying internationally.)
The best thing that could happen on behalf of the AMERICAN flying public would be to allow foreign flagged carriers to fly domestic routes within the U.S.
You would see U.S. owned & operated airlines change the way they currently do business overnight!!!
Allowing people to move to an empty row or the like is only par for the course! It costs the airline zero! F@%# the airlines for being senselessly punitive for enforcing that retarded policy…oh yeah they will claim it unbalances the plane…I call bull ship!
Great reporting Gary, this should be on every front page newspaper!
It’s pathetic how flights attendants treat economy class travelers. We can understand that they paid more for more comfortable seat and better meal but the service and treatment should be the same.
It’s OK, let them keep on working ways to make travelers pay more. The true of the fact is that, there are still more airline companies, trying to do business, and offering better choices, price and service wise for travelers
AA will definitely be seeing less revenue if passengers are paying a lot of money these days to not even get a full meal and pillow? That’s why JAL and Qatar International Airlines are THE BEST because when customers are flying very distantly, such as overseas, it is up to the airlines to ensure the comfort of all passengers.Its a ploy to get ppl TO pay more post-pandemic and not everyone wants to pay $4-5k+ ridiculously. Lol!
Flew Delta long haul international economy class from Seoul/ICN to Atlanta (part of 3 segment itinerary MNL-ICN-ATL-RDU) and it was an huge disappointment.
Flight attendants: a few exceptional; most robotic & unremarkable; a couple surly & unpleasant.
Seats in Comfort+ bulkhead row aboard Airbus A350-900 (DL config; NOT ex-LATAM) were OK – with emphasis on bulkhead row 30.
Perhaps the nicest surprise is the lavatory near door R2 (ahead of Premium Select cabin).
That was among the nicer lavatories aboard an airplane experienced in a long time.
Not the biggest or widest lav, but brightly lit, nice mirror & best of all, a nice size sink one can actually wash their hands in (yay!).
But the food was AWFUL.
Among the worst inflight meals ever.
The first meal, dinner (based on 6:45pm departure time) chicken breast smothered (more like drenched) in a cream sauce, was so bad, my partner’s 90 years old father took one bite of the, hard, dry, bland chicken, pushed it away & said “I can’t eat this.”
Then came the mid flight snack, a mozzarella & artichoke flavored “Mediterranean Pizza Twist” was also awful.
My partner’s dad took a bites or two & that was enough for him despite passing on most of the (horrible) dinner earlier.
Then came the pre-arrival meal, something that’s best described as melted Cheez Whiz on a hamburger bun, along with a seaweed salad & tofu cubes & a fruit salad, which actually tasted the best, but yowza, the presentation was about as awful as it gets.
Oh, and those cheap, tacky wooden utensils.
Awful. Awful. Awful.
But, all that awfulness aside, as noted, at least it was edible – unlike the prior two catering fails.
It was incredibly disappointing.
And I certainly would not fly Delta in long haul economy if possible.
Apart from the nice loo, the subset of truly exceptional, “Old School Delta” flight attendants, the pretty loo with the functional sized sink, the other noteworthy element was the free (for T-Mobile customers as I am; other SkyMiles members $21.95 for full flight) & fairly zippy inflight WiFi from the time it came on after climb out all the way to the gate at ATL except for the occasional outage closer to Asia, especially between northern Japan & Alaska.
That’s the general paxex “trip report” for that flight (DL26).
There **HORRENDOUS** treatment (as in being several Passengers with Reduced Mobility [PRM] abandoned aboard a golf cart with no driver in a remote/isolated section of the terminal halfway between the transfer screening & the gate for our flight for at least 20 mins in Seoul/ICN & then required to walk, yep, walk up a steeply inclined jetbridge from the aircraft to a vestibule inside of the terminal before being seated in the wheelchair upon arrival in Atlanta) experienced in both Seoul/ICN and again upon arrival in Atlanta is an altogether different horror story I will discuss elsewhere in the coming days.
It was truly heartbreaking & absolutely shameful.
The Seoul/ICN incident is a shared responsibility among Korean Air, Delta (which began boarding the flight before the stranded PRM arrived at the gate) & the airport authority.
But the despicable, borderline cruel “no
wheelchairs allowed on the jetbridge for gate E in Atlanta” is Delta’s to own.
And it’s wholly unacceptable.
For long haul economy, for sure, Delta is best avoided.
And if one is PRM, beware of Delta now at several of its biggest hubs at gateways:
ATL, JFK, DTW, ICN – all of which have been horrible for PRM in recent months, personally witnessed at ATL, ICN & JFK; as reported by trusted family member I booked itinerary for at DTW.
For sure, “D” is for disappointing when it comes to Delta in so many ways of late – especially its long haul economy if DL26 earlier this week is any indication.
That’s gate E2 in Atlanta.
Plz forgive typos & other editing errors in above comments.
Still recovering from jet lag! 🙂
I’m so sorry I thought the flight attendants were bunch of arrogant and lazy idiots but now I know they were told to do so. I will, at all costs, fly foreign carriers when flying internationally because the food and service are horrible plus the seats are tiny compared to other airlines.
Oh, one more thing!
The “don’t be nice to the pee-ons in steerage/3rd class” also applies at Delta.
Case in point:
When I saw a bunch of the exact same bright red ramen cups I had aboard Korean Air (JFK-ICN) last week in Economy class (btw, the difference between Korean Air & Delta’s catering, inflight paxex & flight attendants is JARRING) & asked if my partner’s dad could have one since he found the food served thus far inedible, the initial reply was the ramen is only available for pax in premium cabins.
However, after explaining that it was for my partner’s 90 years old dad who hadn’t eaten since our earlier, midday flight aboard Korean Airlines when we had a very good lunch, they said they’d make an exception to the screw the pee-ons in the back rule.
I said I’d check with him & get back to that exceptional, old school Delta FA.
He declined the offer – but big props to that FA, whose care & compassion & willingness to go above & beyond for a beloved family member was probably the saving grace for otherwise mostly abysmal paxex on that flight & by Delta upon arrival in Atlanta with it’s “no wheelchairs allowed on the gate E3 jetbridge” to meet PRM at the aircraft door upon deplaning.
As noted above, I won’t fly Delta long haul economy again anytime soon if at all possible.
@Howard Miller, why did you fly Delta across the Pacific instead of Korean Air? I ask because I last flew Korean Air five months ago and I thought that the food was fine. I do not trust Delta and Delta usually costs more but I am flying out of LAX so I don’t know the situation of flying through Atlanta.
The truth us that there are snack available in each class of service on AA. The snacks are usually on Transcons or International Flight between the USA and Europe, South America and Asia. But the airline receives a limited amount of snack. And there are snack in first, business and coach! But often people never walk around the cabin or inquire from the crew. So on your next AA flight after the meal service is complete. Take a walk back to read or aft portion of the aircraft and you will find the snacks! Also there is a ice cream service on daytime flight! And snack are still provided in the back galley area!
I travel an average of twenty flights a year on AA, in all classes. First class, business class, etc., have all provided exceptional service. Coach class has been good. Maybe I’ve just been lucky.
Many European carriers offer no amenities in coach. If you want water or a soft drink, it’s a purchase.
Was disappointed with the whole experience with their airlines. Wouldn’t recommend anyone flying on this airline
So basically first class,business class people pay entire cost of flight. The economy is actually burden for them.but when shit goes south but they ask help from economy;) I m glad that I don’t use ur service at all.
I will soon be flying with my daughter from Birmingham to Orlando! We will have a group of girls and parents with us. I am definitely going to let the group know how A Airlines are treating their passengers now. This is also going on my 45000 followers on my web page. I’m asking all of them to spread the word on how AA is now treating their passengers, which is a disgrace to your airlines and should be made known to everyone before holiday travels begin! Disgusting and disgraceful!
Yet another reason that I will not ever fly American Airlines again. BTW – AA, you still owe me a free plane ticket for stranding me in Dallas!
@jns,
The purpose of the trip was to accompany my partner’s 90 years old father who can no longer travel alone back from Manila to Raleigh/Durham, which is a difficult itinerary (mostly 3 flights/double connection at very large gateways) for anyone, but especially so for someone his age and/or Passengers with Reduced Mobility (PRM).
[His niece accompanied him for itinerary to Manila this past July; they connected in Detroit, where a wheelchair was not provided to her despite being requested at time of booking; she has limited mobility in both legs due to polio she had as a child]
I wholeheartedly agree – flying Korean Air is the much better option, when possible, especially in Economy class.
And I flew JFK (live in NYC) to MNL via ICN aboard KE86/KE621.
KE86 was as good a flight as any taken in quite some time, even in economy.
In fact, although obviously the Y seats are not as comfy as Premium Economy, the other elements of paxex were comparable to, or perhaps even better than PE on some of the world’s leading airlines, including Singapore Air’s nonstops to/from NYC, United’s PE EWR-LAX-EWR & ANA’s inflight PE (it’s lounge access for PE pax is very nice, though!)
KE’s food was plentiful & excellent on the 3 flights I took, including the mid-flight ramen available to all Y-pax upon request aboard KE86 from JFK to ICN.
And the flight attendants, virtually all of them, were excellent, too, on all 3 KE flights I took over the span of 5 days.
The two negatives for flights on KE was boarding the ICN-MNL flight when they knew the plane had a mechanical issue before boarding that not only ended up being delayed 2 hours 21 mins, but became incredibly hot & filled with jet fuel fumes when the power went completely out & there was no lighting or ANY ventilation for a portion of that delay.
The KE flight attendants handled the delay well, but being stuck aboard a very hot, jet fuel fume-y filled plane at the gate was unpleasant (even for an AvGeek who kinda likes the smell of jet fuel, albeit it in a much less concentrated amount).
Plus the absolutely awful treatment the PRM aboard the abandoned golf cart experienced at ICN as they arrived on a KE operated flight, so KE is technically responsible for their transfer to the gate for their connecting flight.
My complaint about Delta for the abandoned golf cart with PRM at ICN is that they began general boarding before the PRM arrived to preboard, and the Delta rep, when questioned, instead of seeking details like where is the golf cart stranded (etc.) in a proactive fashion to remedy the situation, instead blamed shifted by stating the problem was Korean Air’s responsibility to solve, not Delta’s.
With a family member aboard that stranded PRM golf cart, I found the Delta rep’s initial attitude & lack of action seriously lacking.
For the way back accompanying our family’s beloved elder, we took Delta/Korean Air because he has a co-branded Delta Amex card & used to fly Northwest regularly to/from Manila before Delta took over that airline, except for last year, when I booked him aboard Philippine Airlines as Delta/Korean Air had limited (or no) service on his RDU-MNL itinerary, and I was able to meet him at JFK to assist with the connection to/from Manila that was nonstop, thereby eliminating a need to change planes at an Asian gateway as he was still flying solo last year & the plan was to assist him for the connections in NYC where his son & I live while eliminating the connection in Asia.
While Philippine Airlines served its purpose last year, there were some glitches that made it less desirable to book again for this trip, namely a last minute (as in a day or two before departure) schedule change that shifted his layover at JFK from around 4 hours to overnight (we booked a room at TWA Hotel), plus Philippine Airlines’ nonstop back from Manila arrives JFK too late at night for onward connections to RDU & he did not like the overnight stopover in NYC with the driving from JFK on the arrival & to EWR the next day for the onward flight to RDU.
Delta “metal” was chosen for the return for two reasons:
1) the KE itineraries had 4-5 hour layovers at ICN T2, mostly overnight when virtually all shops & restaurants are closed, which he asked to avoid, if possible.
2) the fare on the nighttime departure from MNL connecting to the KE operated 747-8i flight to ATL with the 4-5 hour layover was much, much higher than the KE midday departure from MNL that connects with DL26, where the layovers were 80 & 99 mins, respectively.
If he/we take another trip to/from MNL in the coming months (after New Year’s) it most definitely will NOT be aboard Delta “metal”, even if the fare is higher for flights on KE.
But, as widely discussed by one of Delta’s biggest cheerleaders, Delta likes to view itself as a premium airline.
So, while I certainly did not expect it to be on a par with the foreign airlines I try to book for international travel (ANA, China Airlines, Singapore Air, Virgin Atlantic & Korean Air for outbound segments this trip among them), I also was surprised at just how bad Delta’s paxex was for international long-haul economy.
Truly disappointing & most definitely NOT something most rational minds would agree as fitting the description of “premium.”
As noted previously, the zippy WiFi was good, allowing me to get work done & be in touch with family inflight.
I did like that.
By contrast, KE’s long haul fleet has no WiFi yet, even the frustratingly tedious & slow kind.
And Delta’s Airbus A350-900 was also good.
But the food on Delta was atrocious & mostly inedible.
All the more so when compared to the food served on Korean Air!
And perhaps worst of all was Delta’s “no wheelchairs allowed on the ATL gate E3 (the correct gate) jetbridge.”
I mean, where does one even begin describing how insensitive & borderline cruel that is.
The instructions were black and white. You have to be consistent. If you give 1 coach passenger special treatment that could alleviate issues against other passengers..i get it some other FA wantef to do extra mile but it could do more damage than good. Plus, if you bought coach tix then expect coach service. This article is totally bias against AA.
Military affiliated people are put in economy right away. This is not a way to treat people that fight for your freedom.
@SWM and @CG: To help View From The Wing readers understand what the context of an “AA Cat Rancher” is, this blog may help.
https://jethead.wordpress.com/2011/04/02/bad-news-cat-ranchers-in-the-sky/
@Howard Miller, thank you for the extra details. I also used to fly Northwest across the Pacific many years ago, on flights between LAX and BKK. They weren’t perfect but they were reasonable. When Delta took over, I started using EVA as my airline of choice. Since Covid-19, I have flown Korean Air, Singapore Airlines and Asiana Airlines because I have not found a good price on EVA flights. I am quite cost conscious but I also take note of what aircraft I am flying on, the baggage allowances and passenger reports about the flights including the service. I could probably fly Philippine Airlines a bit cheaper but they get a lot of bad marks from passengers. I will take more note of how airlines handle mobility challenged passengers in the future. I could need to use those services in the future.
I wouldn’t fly on one of their pieces of garbage airplanes at all. Not since they knew our connecting flight from Houston to San Antonio was about to leave and they couldn’t let that last flight out stay ten minutes longer until we could demoed our plane to get to the next. They are a trash company that will day hopefully soon go down in flames.
@jns,
Yes, with LAX your gateway, like us in NYC (JFK), we not just have several options to choose from for USA-Asia/Pacific travel, we’re blessed with some GOOD airlines to choose from, too.
Like Korean Airlines (KE; which I took & booked thru despite the more restrictive, non-refundable, penalty laden fare rules vs. Delta, “006” issued tickets, which while non-refundable (or actually for a nominal difference originally was refundable when I was scheduled to depart LAX after Cranky Dorkfest on KE “metal”, but found DL’s customer service so bad, I switched to a KE, “180” issued ticket when Lolo extended his visit until earlier this week to be in PH for All Souls Day).
Anyhow, most booking for family & the few others (close friends or select referrals) I do to/from PH are either via KE or JAL “metal” for the trans-Pacific & intra-Asia regional segments because KE’s service & Boeing 9-abreast 777s are far better than most others, as well as JAL’s 777s & 787s.
Flew China Airlines (CI) using hybrid fares (PE JFK-TPE-JFK; Y-class intra-Asia regional, including MNL) in the past & was quite pleased, but would avoid CI’s 10-abreast 777s if Y-class entire itinerary.
Singapore Air (SQ) is wonderful, even if its “Premium Economy” aboard Airbus A350-900 ULR is more like “Economy++” (8-abreast seating is too tight for 18-19 hours; other service elements also more E++, except “Book the Cook”, which is EXCELLENT) than a true PE.
And as an AvGeek/seasoned flyer, I’d happily take SQ to/from MNL when the fares are close enough in range to others even if transiting SIN to reach MNL is a wee bit longer than the more direct routings via ICN, HND, TPE (etc.).
However, I would not recommend taking the “scenic route” via SIN for most VFR pax, especially those with reduced mobility and/or advanced age, as the nonstops from JFK & LAX to/from SIN are exceptionally looooong.
Have not flown EVA Air yet, but of course, as someone who follows the industry closely, am aware of its good reputation.
I flew ANA to SIN via HND 1-year ago in PE & am torn about flying them trans-Pacific because the food is mostly the same as Y-class, wasn’t very good JFK-HND & among the worst meals ever HND-SIN (red-eye; breakfast with the worst tasting eggs ever attempted to eat).
But, ANA offers PE pax lounge access at JFK & HND, which was especially nice when the 3.5 hours layover at HND suddenly became 8 hours 3-weeks before departure date & we ended up stuck at HND much longer than expected with the transit hotel still closed bc of Covid19 & their flight attendants, while not quite as personable as KE’s were, were still very good.
However, with 10-abreast 777s & 9-abreast 787s, even with 34” row pitch, I’d also avoid ANA for Y-class travel to/from Asia, especially with the meals being pretty bad, too.
Finally, as you & I agree, Delta trans-Pacific in Y-class is best avoided.
And if Delta is the “best of the worst” USA carriers for long haul international travel, then needless to say, American & United are best avoided, too!
So you’re an obvious aviation enthusiast and know the ins and outs of traveling by plane. So you’re not ignorant. You’re just trolling, essentially. You seem to have this weird beef with AA. As a former Delta FA, I can say that AA’s policy aligns with Delta’s, but why praise them? We weren’t allowed to give first class amentities, blankets, etc., to give to the main cabin. It’s inconsistent.
In addition, that open seat with extra leg room costs $80 Minimum. I’m sure if you were sitting in one of those rows in the window and another passenger in the aisle, and someone from the back comes to sit in the middle with extra leg room, you’re going to be OK with it? Or if you’re sitting in first class and the seat next to you isn’t occupied and someone from the back came and set next to you, would you be “mad” at the FA’s for moving that passenger back? Maybe only on AA with your revenge pictures of FA’s taking a break in the galley not wanting a random passenger doing yoga while they try to breath, eat, drink, and prepare for the next service. That’s why there’s two other options: your call button or walking to the back and using your voice to ask for something. They are primarily there to save your ass, not kiss it.
Thanks American airlines for reminder to try to avoid your flights
GOOD JOB AA, the economy class passenger is pigs
I am an ex FA (16 years) and can’t believe how much AA has changed. My dad calls them ChaChing airlines since every little thing is an extra charge. I don’t typically fly AA because of the price difference, but this year I needed to based on destination. I am saddened by the changes and lack of love the employees have for their jobs. I truly loved my job but had to leave due to a divorce/custody issues. I guess the good thing is that I left when I did and have wonderful memories of what it used to be.
Coach is on par with 3rd Class on Titanic…. Pre/post iceberg is up for debate….
Surprised? How many decades has it been since AA treated Coach Passengers like Human Beings, let aline well.
Why should coach passengers get services/amenities that pax in business/first get?
They paid for those perks and economy class didn’t. Premium class pax have started complaining, and rightfully so. It wouldn’t even be mass addressed if it was an infrequent occurrence (birthdays, special occasions, compensation for an inconvenience.
Premium pax have started complaining since it happens frequently.
This memo obviously doesn’t apply to pax that have been upgraded, since they enjoy the full benefits of the upgraded seat.
Just another clarifying slap in the face to customers, reminding us that AA stands for Absolutely Abysmal. This dumb stunt could potentially affect the safety of passengers if this stupid stunt blocks emergency aft exits of the ac. I know which carrier I won’t be flying any longer.