January 3, 2018


Dear IAATM:

Thank you for writing Customer Relations. I am sorry that you did not receive a beverage prior to the departure of your flight to Los Angeles on New Year's Eve-- you certainly should have.

Our inflight procedures mandate that unless circumstances or time constraints dictate otherwise, our customers traveling in first or business class cabins are to be offered a predeparture beverage on every flight. If, however, there are operational challenges that limit the time the aircraft is scheduled to be on the ground, our flight attendants must use their discretion to determine if there is sufficient time for a beverage service before take-off.

Since none of the elements that would prevent a predeparture beverage service are apparent on your flight, I've shared your email with our managers in our Flight Service Department to ensure compliance with our inflight procedures.

IAATM, again, I apologize for what happened (or in this case, what didn't happen) but appreciate your letting us know about it. Your valuable feedback gives us the opportunity to improve. We look forward to welcoming you aboard soon.
Sincerely,


[Name redacted]
Customer Relations

American Airlines