Just flew r/t PHL-CUN for a family spring break.

Flight down was an A330-200. The plane was spotless with what appeared to be brand new seats, the entertainment system worked flawlessly and most meal/snack options available for purchase were, in fact, available. The one problem was that PHL did not supply enough customs/immigration forms for each family/passenger, which seems a silly thing to screw up, but it was a minor inconvenience at worst. These were not inexpensive tickets for a full-fare paying family, but this plane made for an easy 4 hour flight.

The flight back, however, was like a different airline. We flew what must be the oldest 321 in the fleet. The interior was wrecked, with squeaky beat up seats, creaking overhead bins, nasty bathrooms, lopsided and barely functioning tray tables and several parts, including my son's armrest, that were held together with duct tape (pic below). Entertainment was nonexistent as the wifi wasn't connecting. Food options were also laughable, as virtually nothing listed in the menu was available. A flight attendant actually took pity on me as nothing I asked for was available, so she gave me a sandwich for free because she couldn't really identify the ingredients. Needless to say, it was inedible.

On the one hand, I guess we should consider ourselves lucky for having the 330 on the way down, as the 321 we took home originated in Philly. However, am I asking too much for a consistent product? The 321 was an embarrassment and would make me rethink flying AA again if (1) I hadn't flown on the 330 and (2) I didn't live in Philly, so I really have no other options. At what point do the employees tell the higher-ups that a plane needs to be serviced? At what point do they care enough to try to offer a product consistent with the high cost of a ticket?