As I sit on AA flight 304 to Tampa I see an AA non-rev in 4E first class, yet I noticed at least 3 requests for upgrades by paying customers BEFORE we boarded the plane? And at least 10 standby passengers ?
An AA non-rev in first class while paying customers wait for the next flight?
It appears that the paying customer, who frankly is probably unaware, is at the mercy of the AA who appears to have lost their focus on “customer service.”