Homeward Bound 2
Exhausted, I woke up around 10AM on the morning following the game. Even the crappy mattress couldn’t stop me from getting a decent night’s sleep, though my back paid for it in the following weeks. I hurriedly got dressed to make use of the hotel’s nice breakfast buffet before it closed. The buffet was complimentary thanks to my HHonors Gold status. Afterwards, I went on a short run in the surrounding area. Burning off a few calories was a good idea, since I spent the entire weekend sitting, eating, drinking, or sleeping.
After I got back to hotel, I showered, tossed a few last minute items into my bag, and checked out. It was a warmer than the day before, but the now familiar trek back to South Station was still very pleasant. While the Silver Line bus from Boston Logan Airport was free, a ticket was needed for the return trip which cost a very reasonable $5. My run of good timing continued as the bus reached the platform just as I got there. Just 30 minutes after I left the hotel, I hopped off the bus at Terminal B.
Since I already had mobile boarding passes, I skipped the check in counter. Even though I’m EXP and I opted in for TSA Pre-Check, my eligibility to use to the Pre-Check lane has only been about 50 percent. My experience that day was even more strange, as my BOS-JFK boarding pass didn’t have the Pre-Check logo but my JFK-IAH boarding pass did. How can I be Pre-Check eligible for just one flight but not the other when both flights are on the same itinerary? I tried using my JFK-IAH boarding pass to access the Pre-Check lane, but the line dragon wouldn’t budge. Fair enough. At least I could use the priority line… Not so fast there.
There was a group of contract workers (they weren’t in AA uniforms) standing next to the beginning of the security lines. After the line dragon waved me through, all five of them came running and yelling at me because they thought my carry on was too big. For the record, carry on is a 21 inch Samsonite spinner which admittedly is just under the maximum permitted height of 22 inches. It wasn’t over stuffed. I even brought this very bag, packed with the exact same contents, through the same checkpoint just 2 days before without any issues. It even fits without the use of brute force in the small 767 bins. Yeah, I had a checked bag tag on it from when I went to Denver, but that was because I had liquids then. I didn’t have any now. Of course, they forced me to place it in a nearby bag sizer which we all know does not accurately represent any modern overhead bins. I should probably note while I was annoyed, I was polite throughout the conversation and at no point did I raise my voice or belittle any of the employees in any shape or form. What happened next shocked me to say the least.
Instead of just telling me to head to the check in counter, the leader of this group berated me for being inconsiderate to other passengers and I should be ashamed for that. He then proceeds to say I shouldn’t be so cheap and just pay like everyone else.
Oh hell no. That crossed a line. I’m far from being a DYKWIA type, and I hope this report and the others I have written reflects that I’m extremely grateful for everything I’ve been able to experience the last few years. I have, on rare occasions, experienced bad service or rude employees but never felt the need to officially complain, except for the incident on my JFK-IAH flight detailed earlier in this report. Having said that, that gentleman’s attitude and actions really ticked me off. I understand he was probably frustrated dealing with rude customers day in and day out, but that’s not an excuse to take it out on me.
I responded, “I am already very considerate of my fellow passengers by bringing a carryon with dimensions within the limits published on American’s website, therefore I have nothing to be ashamed of.” Pointing at my EXP bag tag, I continued, “Since I spend a lot of money on American, I don’t have to pay the checked bag fee either way. I hardly think that makes me ‘cheap’.” At that moment, a family of four walked by with seriously overstuffed carry ons. I motioned to them and said, “If you’re so concerned about people being inconsiderate and cheap, maybe you should talk to them. Now all FOUR of those bags are really way too big.” He fell silent and stared at the ground as I walked away.
Had he just asked me nicely to check my bag, I wouldn’t be happy but I would have done so without complaint.
I suppose my tit for tat retort maybe considered immature on some level, but there was absolutely no way I could have walked away without responding after being talked down to like that. While I was in college, I worked a customer facing position for three years. I can’t imagine treating a customer like that, and not be subject to serious disciplinary action.
The check-in counters were just a short walk away. There was no one in the First Class line, so the agent beckoned me to come forward as soon I got there. When I told him I just needed to check a bag, he was surprised and asked if I had liquids. If not, I could carry that on. Oh boy. So I told him my story. He shook his head when I finished, and said that I’m not the only person who complained about this issue. Not wanting another confrontation, I went ahead and checked my bag anyways. A supervisor happened to walk by as the agent tagged my bag, so he flagged her down and gave her the Cliff Notes version of my story. The supervisor apologized profusely and promised to look into it. She was genuinely concerned, so I really didn’t feel the need to escalate the issue any further. I thanked her, and I was on my way.
This time around, I made it past the carry on enforcers with no issue. In fact they all looked away when I approached, causing me to chuckle a bit. A couple of Saints fans followed were behind me in the security line, so we had a good chat while we waited for the ID checker. After clearing security, I headed straight to my gate, B33, since it was just 10 minutes until boarding began. Despite passing through the gate several times over that past few days, that was the first time I noticed the very cool retro American logo on the wall.
American Airlines 168
Boston (BOS) - New York Kennedy (JFK)
Depart: 3:00 PM
Arrive: 4:25 PM
Aircraft: Boeing 737-800
Seat: 5F (First Class)
Around mid 2013, American changed their boarding/deplaning music from generic elevator music to a selection of piano ballad/instrumental versions of contemporary music. The September mix featured instrumentals of Green Day’s
Boulevard of Broken Dreams and Imagine Dragon’s
Radioactive. Pretty good in my humble opinion. When I boarded the 737-800 that day, I noticed a familiar beat playing over the PA, but I couldn’t quite place my finger on what song it was. As I sat down, it hit me. It was Robin Thicke’s
Blurred Lines. The “song” was quite catchy when it was first released, but it has since been way overplayed and is now just annoying. Of course then came “MTV’s” Video Music Awards. I can’t hear the song without thinking of giant teddy bears and Miley… I think I’ve been scarred for life.
Despite the full flight, boarding wrapped up quickly and we pushed back a couple of minutes early. Taxi to active runway was quick, and we were soon climbing into the crystal clear sky. I enjoyed a beautiful view of the Boston skyline as out pilots made a climbing turn toward the south. Unfortunately, this flight took place a little under a month before small non-transmitting electronic devices were allowed for use during all phases of flight. I didn’t want to risk using my camera, as my seatmate had complained to the FA that 5B was still using a Kindle after the cabin door was closed. Of course, certain rules didn’t apply for her as she made a trip to lavatory well before we climbed through 10,000 feet.
Service on this short 39 minute flying time flight consisted of a beverage run and a package of “premium” snack mix. I did plan on studying during this flight, but I ended up being distracted by the nice views of the coastline.
We landed early, but had a lengthy taxi to reach our assigned gate. That meant plenty of opportunities to see aircraft of airlines that I don’t usually encounter! There was certainly some exotic traffic moving around JFK that day.
Not long after we passed the Saudi Arabian Airlines 777, we came to an abrupt stop. From vantage point in my window seat, I was able to see the wingtip of an A330 in front of us and a long line of aircraft behind us. A few minutes later, the captain explained the situation over PA. The Delta A330 in front of was being towed to a gate, but the tow truck had broken down. Because of where it had broken down (just past an intersection) there was no way we could go around them. I did have a tight connection of 35 minutes, but our early arrival bought me a few extra minutes. Plus I also knew, that my flight to Houston was leaving from the gate just across from our arrival gate.
However, the minutes ticked by and pretty soon my connection was down to less than 30 minutes. Our captain, to his credit kept us informed throughout. Delta, in their infinite wisdom, decided to send a maintenance crew to try to repair the broken down equipment instead of another tow truck to move it out the way. Just when I was about to call the EXP desk to discuss alternative routings, I saw the A330 being moved out of the way and we began moving again. We ended up making it to the gate at 4:40, which gave me 20 minutes to connect.
When I reached the connecting gate, they hadn’t even begun boarding yet. While no reason was given, I suspect it was due to the light load factor. The loads have been so light since the commencement of this route in mid 2013 that it is being canceled in January 2014. I’ll certainly miss it. In addition to being an easy elite upgrade, the timing of the flight was nearly perfect for those who are working or have meetings in Manhattan.
American Airlines 211
New York Kennedy (JFK) - Houston Bush Intercontinental (IAH)
Depart: 5:00 PM
Arrive: 7:55 PM
Aircraft: Boeing 737-800
Seat: 4A (First Class)
The last time I flew this route, service was absolutely terrible. When I was warmly greeted by a smiling FA as soon as stepped on board, I knew this flight would significantly better. It turned out to be a complete 180 from what I experienced a little over two week prior.
As soon as I sat down, the FA came over and asked me if wanted something to drink. Not just water or orange juice. Anything. I ordered a Bloody Mary, which was promptly delivered despite coach boarding now in full swing. The FA didn’t just do this for me, she did for every First Class passenger. Granted the load in front of the curtain was very light (9/16), but the only time I’ve experienced PDB service like this was when I flew on Cathay Pacific and Singapore Airlines in First Class last year.
Although the gate agents began boarding late, the cabin door was closed on time. Given the light load, nearly everyone in First Class had a rare empty seat next to them. Taxi out to Runway 13L took about 20 minutes, which I suppose is relatively short since we were at JFK. While taxiing, we passed by a British Airways 747-400 arriving from London and a departing Cathay Pacific Cargo 747-8i Freighter. Despite being on an older aircraft this time, take off was still powerful likely due to the light load.
Service began not long after climbed through 10,000 feet, when our excellent FA came around greeting each passenger by name, distributing hot towels, and taking drink orders. When she greeted me and the gentleman seated in 5A, she thanked us for our continued loyalty which was a very nice touch.
A few minutes later, drinks and ramekins of warm nuts were hand delivered from the galley. I decided to keep with tradition and ordered a gin and tonic. In addition to a premixed cocktail, the FA also gave an extra mini of gin just in case I wanted a stiffer drink. Some on this board might consider any type of bottle or can in a premium cabin tacky. I personally don’t think it’s a big deal given how small those cocktail glasses are; although I’d prefer that I don’t see cans or bottles in the cabin. In this case, I thought it was excellent proactive service as often ice often melts too quickly watering down the drink too much for my liking.
After every passenger was served their drink of choice and nuts, the FA came around taking dinner orders. Dinner was a choice of grilled chicken with brocolini or a pasta dish. While my upgrade cleared 100 hours out, I had forgotten to preorder. With the light load and a FEBO favorable seat, I was able to get my first choice, the chicken. Prior to entrees being delivered, refills of warm nuts and drinks were offered. In another display of excellent personallized service, those who turned down a second serving of nuts were served their entrees first, while the others enjoyed their second helping of nuts. After my drink was refreshed, my entrée tray was delivered.
The chicken was very good, and the polenta and brocolini not over cooked. As far as mid-con dinner salads go, this rendition was the most interesting I’ve encountered with chopped almonds and dried cranberries. It was good as well. For dessert, I was offered both the cookies and cream ice cream and cheese plate as there were extras due to the light load. Since the FA from two weeks ago hoarded the loaded cheese plates for the crew consumption, I decided to extract a measure of revenge and took both. I enjoyed them while admiring the setting sun.
Even after dessert dishes were cleared, the FA didn’t disappear. She roamed the cabin constantly offering refills.
Mints were offered prior to landing, and each passenger was thanked by name at that time as well. I made sure to give her an AApplause certificate while deplaning. While I know the light load is a contributed significantly to the level of service provided, the FA’s welcoming attitude, friendly demeanor, and work ethic would have made even a full flight very pleasant.
I’ve been on quite a few excellent American domestic flights over the years, but this one was certainly the best. It’s also proof that US flagged carriers can provide service comparable to that of top foreign carriers. Now if only they can somehow ensure this type of service is provided consistently…
Well…I was back in the Lone Star State for awhile. I would spend the rest of the week teleworking from Houston. Afterwards, I would be heading back to Dallas for a few weeks before heading out on my last major adventure of the year.