I took two American Airlines flights last week, both on Boeing 737s with the newest “Kodiak” interior (modifications to first class to fix problems created in the last ‘Oasis’ modification). Despite being fresh interior aircraft, seat power was inoperative on both flights.
Three years ago American’s CEO Doug Parker said he thought they could get away without power but discovered that having some planes without it (legacy US Airways) along with planes offering power (legacy American Airlines) created customer confusion, so passengers didn’t know they needed to bring their devices fully charged. The airline has been removing seat back entertainment emphasizing that people can watch streaming content on their phones, so the ability to keep devices charged is a must.
I work on flights, and don’t trust American to provide power, so I bring an external power brick, so I was fine. However passengers who no longer has seat back entertainment, along with less space between seats, power seems like a bare minimum ask. In 2017 American Airlines evaluated a maintenance program for seat power, but ultimately rejected it because it they felt it would be too expensive – better to wait for customers to complain about not having power and addressing specific seats rather than proactively ensuring power worked.
On my outbound flight it was 45 minutes after takeoff before drink service was offered up front. Predeparture beverages, rare enough pre-pandemic, are no longer part of American’s service expectation. There were only four of us in first class on a mostly-empty flight, but flight attendants nursed water maskless in the galley to chit chat for most of that time instead.
Meals (sic) are once again served on trays in domestic first class on American, and I suppose it does make the presentation of the protein boxes better (at least not seeing as much of the plastic). Cabin crew apologized as they offered this to me, I think it was turkey and cream cheese and red pepper?
There’s a new sandwich supplementing the turkey in the afternoon, though, a ham and cheese. Still rather sad for first class but probably better than the turkey.
A year ago American had hoped to use the pandemic to cut back on inflight meals permanently but now they’re rushing to restore service, led by complaints made by pilots. The airline’s food and beverage team has been running around like mad, though without clear direction, trying to bring back better meals – though at least as of a week and a half ago it still wasn’t quite clear what or when.
I got an American Airlines survey after my return flight and filled it out. It prompted one of their “executive liaison calls” that began noting my lifetime miles and status and offered “I agree we’re not doing well in many areas right now and that needs to change.”
The caller offered that the surveys are aggregated and items reportedly broadly get flagged. The call was pleasant enough, they they didn’t offer the usual miles-as-apology that have often accompanied such calls in the past – so perhaps that’s another cutback?
American Airlines is offering old US Airways first class service now: poor legroom, no seat back video, no power (at least on my flights), and real meals on only a handful of routes. They can’t generate the revenue premium they need – given their cost structure and debt – with a product that customers won’t want to pay for.
Gary. You have to stop making me laugh.
I am busting a gut here man…cut me some slack.
First class food on American looks like it was dished up from a homeless shelter in Philadelphia.
BTW, I support homeless shelters with cash donations.
But not as miserly as the AA food bank in first class.
I got the survey too. I indicated the flight attendant at the boarding door never bothered greeting passengers. In fact, he never looked up from his phone as passengers boarded. He hardly engaged during the meal and beverage service. That I’m plenty used to but I thought the phone was just too much. The Executive Liaison called me too and offered profuse apologies.
Serious question: how does AA get out of the death spiral they’re in?
Gary, this would make for great reading and would be an opportunity to exhibit “thought leadership”.
I flew 3 segments in domestic first on AA today. On all 3 flights, first class beverage service didn’t begin until at least 40 minutes into the flight.
On the one flight where a meal was offered, I was given the choice between a turkey pastrami sandwich and pimento cheese. I opted for the turkey but gave up after 2 bites.
I realize this is a first world problem, but AA could really do better.
Well they’ll be gone soon. I predicted years ago that there will only be one airline left standing. Delta.
How do I know this? Having flown for Northwest and USAirways. I know what a quality airline looks like and American ain’t it. They cut corners whenever and wherever they could. Even with their employees American seem to be headed in the same path
Sad state of affairs
Hey @Matt,
I am only asking because I am from Canada and not terribly smart.
What is a turkey pastrami sandwich?
I thought pastrami was beef but American Airlines may have another idea.
Cheers,
Steve
US Airways had consistent pre departure drink service. I remember a US FA saying look at how big these plastic cups are, on united you only get small glasses.
Not pushing back on the idea that AA needs to improve but relative to pre-COVID I’ve actually found quality of fruit and salad side to be much improved (although really tiny). Service has generally also been good on nearly all flights. I don’t want a pre-departure drink in current health setting so cannot say I miss it. I fly primarily between former AA hubs, if that makes any difference. On net, at least for me, AA service is competitive or better than UA most days and not far off from DL on many flights. Hard product – total joke. To answer prior question on where AA goes, has to be a high touch service model in first and hope they can charge for it. Fixing hard products would take years at massive expense.
@ Gary — Clearly, AA needs more bailout money. Call your Congressman now.
Does any of this surprised anyone ? It’s Parker aka “AmericaWest” fame. This is just one reason I can not believe Alaska partnered with AA, really? I think sometime in the near future as use paid travel it will be based on more than just loyalty certainly with the lame partnership with AS/AA.
I was stunned to see how old the plane was on my recent first class trip from Las Vegas to Chicago. There was no power access for my phone. But I could download the AA app for free entertainment while my phone dies. The food provided was unbelievable. The sandwich was either turkey pastrami (yuck) or pimento cheese (even worse). BTW the bread was at least a week old. A poor presentation and overall experience for first class. Not worth the money at all. AA should be ashamed. I left my sandwich for the CEO to enjoy.
Very sad. But! They have flights and they are typically on time. That is their best asset.
Remember, ” we strive for great”.
They strive no further.
It’s time with this brand supremacy to call it what it is
Doug Parker Scareways
Home to inedible slop/goo in fake premium cabins
Why do you fly on American Airlines if you hate it so much? To give you a reason to write irrational screeds? No one is forcing you to fly on American. Can you prove (not only write) that American’s service is because it feels it can’t compete and has high debt levels? In my experience with many airlines, the room and service aren’t all that different among them. You get a seat, and where you want to go. Isn’t that why people fly? I’ve had good and not-so-good flights on every airline I’ve flown. Your characterization of American can best be described as hyperbolic. You can always fly Southwest, that has virtually the same amenities you describe as being exclusive to American. It goes to most of the same places, so why not fly it? News Flash: Every airline can improve. When did that become news? Only when a writer desperately wants an airline to be liquidated so hundreds of people can lose their jobs. If you get your wish, you won’t feel the need to patronize an airline you obviously hate.
Yayyyyyy… Rick Haythornthwaite has spoken. Good on you!
ooops. I meant Radio Haythornthwaite
@Radio, I found this post informative vis a vis the current state of American Airlines. No experienced, rational traveler could possibly love the airline. But they may choose to fly it for convenience, price, all sorts of reasons.
I didn’t get the sense that Gary wants the airline liquidated or job losses.
I did get the sense from your comment that you’re an imbecile, similar to my ex-colleague who once chastised me for not tipping a ride share driver. “But he got you from point A to point B” um yes, spouting actual Nazi (not merely neo Nazi) views and being a grumpy guy all through the journey. Is that a guy who deserves the gig, much less a tip?
We should all hold high standards. Getting there is so bare minimum, so low, I don’t even think Spirit Airlines fares are that low.
Welcome to “Dougies” American Airlines. All he cares about is packing more passengers in a metal tube. He has been chipping away at inflight amenities in ALL cabins since the first day he stepped into the AA boardroom. As a 30 year flight attendant for AA the current state of this airline is appalling. You get tired of apologizing every time you come to work!
@J.P.
Good one. Stellar. Good luck getting a response from a single cell organism. With fingers that can type.
Apparently.
Probably borrowed from a local morgue.
American is in awful shape. United and Delta and even the LCCs may put them into a pretty deep spiral. American just gave up… they really have no identity and no direction. Worst leadership of any major corporation in our great country. DP may be able to work out some amazing business deals to get where he is but he has never shown his ability to lead a great and successful airline. AA was barely making is pre covid.
AA is so confused. They have no idea who they want to be.
“Let’s have Flagship First Dining because we’re a premium airline!”
“But let’s also remove all the IFE screens because we’re cheap!”
I think it’s a good business decision not to spend much money on domestic first class food service now. Nobody is flying for the food. Unit revenue is very low in first class now. You get what you pay for.
@Ryan — Your comment has no basis in reality based on my many recent AA experiences, including the 2000 miles I flew today. I generally fly in Main Cabin Extra due to my (low) AA status. It is completely fine. I think they provide excellent value for the small amount of money I pay them. Far more value than I get from hotels or car rental companies during my travels. I assume when the Covid fears ebb, I will have to pay AA much more money for only a little bit better service.
@Aaron — Every time I fly, I become more convinced that removing IFE screens on domestic flights was a good idea. People really do use their own devices. That’s pretty obvious now, right?
And I have no problems with the “Oasis” coach configuration, despite all the drama from certain bloggers. The big overhead bins are great, and the seat comfort in comparable. The only mistake is with the lavs. They really are too small, and the sink water tends to splatter all over the floor. Same problem on the other USA airlines flying these planes, though.
The FA’s couldn’t do much about the wretched food but they certainly could have offered a round or two of drinks. Still a bad look for American no matter how you slice it.
I haven’t flown but once in the past 5 years. I used to fly, but now I drive. People have no class. They dress and act like they are on a Greyhound bus. I remember when you were treated like royalty in first class. I am tired of being stuck around slobs for hours on a flight. No wonder the airline industry has gone downhill. It may take me longer to travel, but I eat better and enjoy the ride.
@chopsticks.. glad you enjoyed your flight. Your response had literally nothing to do with my original comment.
AA has few redeeming factors that are not done much better by the other airlines. The flight crew issue is real and goes to the heart of AA. If the CEO has low standards for passengers, the staff will surely complement and take it further. An excellent flight crew these days on AA is extremely noticeable and a total surprise. The slow, brusque, usual poor service in First is the norm and puts me “on edge” (not relaxed) for the entire flight…most times I can’t wait to get off. Just booked LAS flight, spent $150.00 more to fly Delta. So, I only fly AA now when I absolutely have to or to use up miles. I will eventually stop using them altogether, I never thought that day would ever come.
American’s food service would be acceptable if other elements of its service – on-time, cancellations, baggage handling – were top of the industry – but none of those are.
AA’s hubs – esp. LGA, JFK, LAX, ORD, PHX and MIA – are highly competitive and even major markets from DFW are seeing competition from other carriers.
AA cannot and will not sustain its dominance given its poor service. Customers vote with their wallets and AA is not in the top 3 in many of its markets where there is real competition.
The free market will do what the Feds were unwilling to do – let the poorest service providers fail, regardless of the pathetic defenses that Radio mounts for AA’s service.
@Gary. I agree that American Airlines is a poorly run airline. My question (as others mentioned) why do you continue to fly AA? Things are not going to improve as long as Parker is CEO.
@Joe T – they are the largest legacy carrier at Austin. I fly Southwest Airlines (by far the largest carrier here) and have status with them, too. Delta isn’t an option for many of my trips, and their hubs aren’t nearly as well placed as American’s for travel from Austin and to where I tend to fly. My biggest U.S. destination is DC, and American has a hub there. United, smaller in Austin, has unusable internet on much of its fleet so they’re just not an option.
I’ve flown AA first several times lately on caribbean routes. Flight attendants delayed service by at least 45 minutes on every flight and spent the majority of the time chatting. I’ve also noticed service getting cancelled or postponed for very minor turbulence.
Gary-You’ll get a serious phone call when you write that you’re not going to sell AA credit cards until AA fixes its problems.
That’s not going to happen, and neither will we see a turnaround at AA.
I frequently fly DCA-XNA, which is an Envoy flight. Though it is frustrating that they still haven’t brought back meal service (the cold meal they served pre-pandemic was always quite good) the service is still consistently excellent, with friendly, proactive FAs who keep the drinks filled. On my most recent flight the snack options were actually great.
For the return, the 6am NS is way to early – I fly DL back because AA’s mainline service is just ridiculous at this point…
American is the Greyhound of the skies.
“flight attendants nursed water maskless in the galley to chit chat for most of that time instead.”
Yep – the mask police will be all over your butt if that mask slips an inch past your nose, but they spend the flight gabbing rather than serving customers.
Guess they figure that if management doesn’t care about customers, why should they.
You get what you hardly pay for !!! Everyone wants everything for nothing !!! Ill never fly you again , If the price is right and the time is right … yes you will. RAISE PRICES NOW !!!
YOU SIR ARE FOOL OF CRAP!
GO FLY DELTA!
OLDEST AIRCRAFT IN THE INDUSTRY!
SAME BISCOFF COOKIE!
CRAP MEAL IF YOU ARE LUCKY TO GET SOMETHING
OTHER THAN THE BREAKFAST BAR.
I SEEN TAPED SEATS, INOPERATIVE INFLIGHT MONITORS,ETC.
PLEASE FLY DELTA EXCLUSIVELY AND PLEASE REPORT THE FACTS!
I can’t eat dairy, therefore AA hasn’t had a meal up front that I’ve been able to eat in over a year.
Was shocked that my flight on Monday evening had snack baskets placed at the front of the J cabin on a 788 PHL-MIA. Everything offered in there was miles better than the actual meal.
Switched my FC trip from AA to UA this past weekend. Had a great hot dinner on a wide body. Was a happy camper.
As an AA million miler I too agree it’s a very sad situation. Next week my wife wants to go to Chicago for an event. We will be taking Southwest, non stop and have a much more better seat and power. We will even pay more for this. Doug and Isom
still doesn’t get it.
After a decade as Exec Plat I started to be less AA loyal in 2019 after one too many horrendous flight experiences. In 2020 (far lesser travel schedule ) and 2021 its about a 50/50 split between AA and United. My United flights have been significantly better, especially from the crew. Surprisingly, my better AA flights have been on RJs! I just got back from Iceland in United Polaris (OK, a single aisle plane offering Polaris is kind of a joke and the Polaris lounge was not open at O’Hare on my departure but I digress…) and both outgoing and returning flights had excellent crews, newer planes, great service and no delays. My earlier in the year business class flights to Ecuador on AA were dreadful. If I didn’t have to fly to Miami and Dallas so much for work it would be a no brainer to move fully to United…
Actually I could write a negative critique on AA from memory. Gary repeats the same thing continuously in column after column. My experiences are much more positive and I continue to be a steady customer.
Talk about cry babies!
I don’t have an issue with AA, plus at DFW there’s a Pappadeaux that has great takeout!
Suck it up, tough it out.
AA’s problem starts at the top. The executive tier all the way down are greedy, arrogant and so unprofessional that it would make your head spin. The Dining and Catering Directors are beyond incompetent and have way too friendly “arrangements” with the contractors and vendors. No accountability and no threats of not paying contractors for substandard performance and quality. Everyone suffers. The passengers and frontline employees. Yes, there are a few lazy employees but management is even lazier. The AA BOD and DP treat the operation as an ATM for themselves. This airline has detetiorated and Aeroflot is much more luxurious.
Have to disagree at least from recent travel MSP-DFW and DFW-PHL great flight crews, in search power and serviceable meal. Yeah it was a sandwich with a small salad and fruit but it served the purpose especially after a tight connection that left no time to get something in the airport. Don’t miss the pre-fight drinks get the plane boarded faster instead of holding up boarding to serve another round. Also had two excellent experiences with AA reservations when I needed to rebook flights (neither due to AA issues). Pleasantly satisfied
Live in Dallas, have every reason in the world to use American, including a stash of Amex points I could redeem via BA. I go out of my way to fly Delta at a bigger cost because the service and hard product are superior. Unfortunately this allows Delta to continue to devalue their miles, and demand higher prices. But for me I’m sick of paying American for what feels like Spirit. We’d all benefit if American stepped it up and provided Delta some competition …. sadly not going to happen soon.
Flew 3 segments on AA in F in the past 2 weeks. I had a great experience in all three. 2 longish segments (ORD-PHX and PHX-IND) in mainline planes and 1 short hop
(IND-ORD) in an Embraer 175. The 2 mainline flights had power and internet working fine. I also found AA’s ground staff to be great while the FAs were all outstanding. Big shoutout to the lady FA on my 1st segment from ORD to PHX who was EXCELLENT. She poured me a glass of water (she noted how I was nearly out of breath and was sweating profusely after sprinting from the security checkpoint all the way to the plane) while the gate agent sorted out the poor couple who she had upgraded
at the last minute thinking I wouldn’t make the connection having come from an international flight at T5. Maybe I was just lucky?
This article is totally accurate. Just flew from omaha to Honolulu and back. Pictures of food is again accurate. No entertainment no Wi-Fi and no service. $4000 for two. Never again on AA