Had a huge delay this week EWR-PHX 5:30pm departure that involved being deplaned....then multiple delays with promises of meal vouchers and then the GA telling PAX that the system wasn't working, and then telling PAX that she wouldn't have time to issue them to everyone in line as we were going to be boarding soon at the 3hr mark.

Our plane was inoperable due to damage on the cargo door caused by the ground crew so they got us a new inbound plane and we started boarding at 9:10pm....only to be held up by more delays sitting on the plane......finally left the gate at 10:43pm.

Luckily the beautiful brand new EWR AA Club stayed open 1.5hrs late for this flight as I bought a day pass as the GA literally told us they did not know when or even IF our plane was repairable.

25 mins in the flight they start coming around to take drink orders, etc.....and I ask what the meal options are and they tell me they did NOT cater dinner on this flight and proceeded to provide us with a terrible snack box and snack basket.

I wrote AA to complain about the GA's unfulfilled promises and the lack of a meal on what was SUPPOSED to be a 5:30 departure WITH dinner included in FC.

Here is their response:


October 5, 2023


Hello Mr. 355F1:

Thank you for contacting American Airlines Customer Relations.

I sincerely regret that your trip to Phoenix on October 1, 2023 did not go smoothly. I can certainly understand your frustration with the handling at the airport. That's not at all the kind of experience we want you to have with us.

It's kind of you to take the time to share your perspective. Please know that the specific concerns you've shared have been thoroughly documented for further review by the appropriate leadership teams here at American. It is never our intention to disappoint our customers and we are grateful to you for giving us the chance to improve as we look ahead.

I know you were hungry and, I'm sorry to hear you're disappointed that you didn't receive a meal on your flight. Complimentary food service is offered in our First Class cabin on all itineraries system-wide that operate within traditional meal windows (breakfast, lunch, dinner) and have a fly time of more than 2 hours and 45 minutes.

Our ticket price reflects the cost of transportation. Any meals and snacks served on our flights are considered complimentary conveniences.

I want you to know that we care about the negative impact this had on your trip. As a gesture of goodwill, I've credited your AAdvantageŽ account with 15,000 bonus miles. This adjustment will be reflected in your account soon.

Mr. 355F1, again, I apologize for any inconvenience you encountered, and we value your loyalty being an AAdvantage Executive PlatinumŽ member. We are all working hard to ensure that every flight you take on American is enjoyable. Please continue to travel with us, you are appreciated.


Sincerely,
Sandy Pinski
Customer Relations
American Airlines