Originally Posted by andrzej
I fly TPA-MIA few times a year. It's a 38 minute flight. It's a good measuring stick of how good the FAs are. Had some that managed drink service twice, had some that managed to do it once (acceptable), but also had few that didn't even bother unless you made them do it.
...... and then there are those who refuse, even when you try to make them do it....
My December 10 letter to AA on this very topic....
xxxxxx
Customer Relations
American Airlines
P.O. Box 619616
DFW Airport, TX 75261-9616
December 10, 2004
Dear xxxxxxx:
AA’s policy on serving pre-departure drinks in first class on domestic flights
For many years, it has been my understanding that AA’s policy is to serve pre-departure drinks to passengers seated in the first class cabin on domestic flights. Obviously, we all understand that any such policy must recognize that, in certain circumstances, it may not be practical to do so (for example, where boarding is delayed). I also understand that in certain jurisdictions, it is not permitted to serve alcoholic drinks while the aircraft is on the ground. Nonetheless, the offer of a pre-departure drink is, for many of us, an expected part of the AA service.
As Ralph Waldo Emerson said “A foolish consistency is the hobgoblin of little minds” or, as others have said it “Consistency is the hobgoblin of small minds”. Perhaps I am small-minded – I don’t know – but I do know that in some areas of life, I like a certain amount of consistency.
I suspect that I am not alone among AA customers when I say that whether or not you are offered a pre-departure drink on a domestic flight has become one of the most ‘inconsistent’ areas of AA service. It’s not the end of the world if they’re not offered – but done consistently, it adds to the perception of the ‘service’ that AA is delivering. Done inconsistently – as seems to be the case – it just leaves you feeling that AA is continuing to struggle to get its act together. Like Forrest Gump said - ”Life's like a box of chocolates. You never know what you're gonna get."
Normally, not getting a pre-departure drink wouldn’t warrant any comment from me – but the utterly appalling ‘service’ we received recently was so egregious as to prompt this letter.
My wife and I were traveling to the U.K. over Thanksgiving, outbound on Wednesday, November 24 from TPA-MIA-MAN, returning on November 30 LGW-DFW-TPA. Here’s the chronology of the TPA-MIA flight. It’s a short flight obviously but a pre-departure drink to send us on our way on a holiday weekend would have been just the thing. Times are based on my watch and the notes I made at the time (yes, I made notes, that’s how bad it was….).
2.53 Boarding commences (we’re in the first few to board)
3.10 Most passengers on board i.e., no passengers coming on board
3.12 Still no sign of any offer of a drink. Ring FA call button. “Any chance of a drink?” Am told (by unnamed female lead FA, whose name badge was not visible) “We’ve got an assisted wheelchair coming on so we have to keep the aisle clear. Anyway, we’re leaving soon”. [Yes – 15 minutes from now if we’re on time….].
3.14 Wheelchair arrives (takes maybe 15 seconds to pass through FC cabin to coach).
3.17 Wheelchair and attendant gone
3.18 Ring FA call button and again ask for a drink. A different FA (“Miss yyyyyy”) appears from the galley. Am told “Sorry, I’m not in charge of the galley” Goes back to check – sorry, no. Offers profuse apologies and asks what we’d like after take off but for now “nothing I can do - I’m not in charge of the galley”.
3.27 Push back (i.e., on time at scheduled departure time)
3.34 Wheels up.
From 3.10 onwards, with essentially no passenger boarding traffic, we sat there waiting for our scheduled departure. On many flights I’ve been on over the years (and having been flying AA for 20+ years and having just passed the 5 million mile mark in the AAdvantage program, I’ve been on a few), the FAs have gone out of their way to dodge round boarding passengers to hang jackets and deliver drinks – but not this time. The lead FA had plenty of time to engage in an extended conversation (5+ minutes) in the door/galley area with a coach passenger who was boarding but not, apparently, time to serve drinks to the passengers in FC.
Once we were airborne, “Miss yyyyyyy” came round and delivered our drinks – she at least had had the common sense to ask us what we’d like. These were delivered with a smile, more apologies and refills promptly offered, followed again by more apologies. Her smile and graciousness saved the day.
At no point after initial boarding did the lead FA interact with anyone in FC. She clearly couldn’t care less whether any passengers wanted a drink. Her approach to “service” could only be described as utterly appalling - if it was up to me, she would have been terminated on the spot. It is sad to see the efforts of so many AA employees who work hard to provide outstanding, consistent customer service undermined by such an appalling attitude. It is one thing for the FA to be lazy and not serve pre-departure drinks. This went way beyond that – an outright refusal to provide service when asked, based on some obviously absurd reasons (“Anyway, we’re leaving soon” – yes, in 15 minutes…..)