Thoughts on the merger
 

Hi!

Now that we're starting to experience the merging of AA and USAir, what are your thoughts on the merger as an AA FF? Are you optimistic that your flying experience will be enhanced, the same, or worse than before the merger?

I'm about to do a fair amount of flying on US Air over the next two months, and I am hesitant about the service. (Usually, I try to book mainline AA).

So, what do you think is in the future for the AAdvantage traveller?

Post 9/1 the food quality on AA F has gone downhill and the food quality on US F been elevated. Sadly US F food quality was not elevated to the AA pre 9/1 levels. net net an overall reduction in food quality in F.

Y - meh they both suck. no difference.

The only benefit I have seen so far is a bigger network, especially Europe. More options for award redemption. On some routes, I have seen availability on US-operated flights where there were none on AA-metal. Other than that, it's been cuts and downgrades.

I am AA PLT, but have never flown a US Air flight. Based on their many negative reviews over the years, I am not optimistic about the future since the "new AA" will be run by US Air upper management. So we'll be looking at US Air management running AA metal. A wolf in sheep's clothing, so to speak.

I have got to book many US award flights that AA wouldn't have had , even transatlantic J. The issue of food quality is moot to me. AA domestic first class meals sucked pre 9-1. Remember the dried out AA breakfast skillet that had beans in it and stuck to the plate? That thing is gone now making any breakfast flight better !! Also had some dinner flights with greasy inedible chicken. Greasy inedible bs sloppy inedible. It's all the same to me !! The frequent flyer program is gonna go downhill for sure and this probably would have happened either way . So things aren't as bad as they seem. I really don't think pre 9-1 AA was all that spectacular except on transcon routes in premium cabins. That's where the big downgrades hit

Below was my take on things back in 2013, viewed as an AA GLD.

So far, the drop from 2 bags to 1 has already happened, as has the cut in F meal service. Most of the rest is still up in the air, but as I noted back then, the choice seems to be the AA status quo or the weaker US option. So things may stay the same or worsen, but they won't get better. I'm surprised that the Barclays card will remain for existing cardholders, but the benefits are being reduced.

I have enjoyed the greater frequency on DFW-CLT, especially the late westbound options. Fares on that route are up though. And the last 6 months have been a golden age of upgrading for me, I'm clearing more often on US than I ever did on AA, it's not costing me stickers, and I'm still earning stickers for future use. But that is certain to end once the programs merge.

The below doesn't consider the reduction in number of MCE seats, nor the headache of FA's hawking credit cards over the loudspeaker.

I'm still looking for a single facet of the AA experience (besides greater flight routes and frequencies) that will improve for me personally as a result of the merger.

More like a skunk if you ask me, but I digress.

I have definitely noticed a far worse attitude towards the customer recently, and not from the frontline PMAA employees but from the corporate culture. Beyond the inedible meals, shrinking F and Y+ cabins, and reduced F and Y pitch, it seems as though US just likes to wage war on the customer. Even when emailing AA the canned responses are getting as bad or worse than they were at DL.

In the past AA had far better responses to emails, usually in my experience from a real person who you could continue to replay to and dialogue with. In addition I would get routine calls to follow up emails I have sent with compliments for outstanding employees or complaints. Now, nothing.

A major thing I liked about AA was that the entire operation seemed largely consistent most of the time. That is definitely not my experience now.

Yes the network size increased, but if I have to fly US to use it I'm not that interested.

Funny, I'm exactly the opposite. Between ancient planes and going from *A to the inferior OW, I'm wondering exactly where these supposed benefits have been.

I certainly didn't see "better" service on AA prior to 9/1. What I saw left me underwhelmed. More like "THIS is the great product and service that the AA people have been hyping?!" :confused:

I don't think anyone's really happy with this merger. AA folks feel US is dragging down its airline. US folks wonder what was so great about AA because we're not seeing it.

So just WHAT is the benefit to all this?

*I know it's to the share holders - just not us.

Delta is the big gorilla at my home airport and in my region. I despise Delta, and go out of my way not to use them whenever possible. The additional routes brought by US means I have more opportunities to avoid Delta without going through major route contortions.

That's a big win for me.

In addition, it means more segments flown in the AAdvantage program. I'm on track to make it to EXP this year - first time I've ever been able to fly enough in one FF program to make it out of mid-tier status.

That's another big win for me.

I do see an acceleration in the decline of the soft offerings, but this is IME consistent with the rest of the industry. Everyone wants a premium experience, but most people won't pay extra for it, so there it is.

I have attempted to remain cautiously optimistic regarding the merger, policies will stay one step behind UA (marginally better) in the industry race to the bottom.

For the most part, Parker and Kirby have given reason for hope, with one glaring exception - the lack of an announcement to add MCE, restore IFE, seat power outlets to US metal. They have been quick to reduce Y seat pitch, number of MCE and F seats on AA metal, no excuse for the apparent foot dragging. One possible explanation: they may be waiting until the expected early 2015 consolidation of the award programs, harmonizing of elite levels, which seems like a weak excuse. Sure - current US Airbus seating configurations have very generous exit row legroom, available to AA and US elites, but that does not justify the continued delays.

Still no announcement about the timeline for MCE reconfigurations to US mainline metal, even though we're now in the slow travel season compared to June, July and August. Merger was announced 20 months ago and closed 10 months ago and nary a peep about US metal MCE. Parker characterized increased legroom as "stupid" and it appears that he's holding true to that belief.

Still no announcement of the timeline for adding wifi to the regional jets that do not have wifi. IIRC, wifi is available on all Delta-branded 2-class RJs.

And then there's the oft-mentioned AA meal degradation/US meal improvements since September 1. Not an encouraging sign.

What I'm seeing is that America West is now the biggest airline on the planet (doing business as American Airlines).

No features of an integrated FF plan, either, or a definite timeline for roll-out. DL/NW had mileage transfers into and redemptions from the 'other' plan within six months of merger date, and everyone rolled into one plan in less than a year.

Sure, there's lot to do, but flyers have been buying tickets into 2015 for months now.

From my experience, it hasn't changed much but the vast majority of my flying is on AA. From the touchpoints I have, I have a positive perspective. Details:

1) flown US a couple of times (6 segments) and always got upgraded 24 hours out + ;
2) one home in PHL and the system is much broader now + ;
3) booked a couple of SAAver from PHL to MUC, hoping J inventory opens, much easier to get to MUC (and other smaller European cities) from PHL ++

As far as "food" is concerned, I look at all domestic meals as purely a way to stave off hunger and if I want good food, I get it from somewhere else.

I actually think the snack baskets are fine for shorter flights with my only quibble being flights at normal mealtimes when one might not have had a chance to get something. So, just making to the gate for an early AM flight and not having a chance to grab something to take on-board. Similarly, running to catch a flight straight from a client and jumping on an early evening flight.

I'm coming from an outside perspective, having been with UA for 1.5mm since 1981, and to summarize: I have should have switched to AA long ago. Here are the things that I find superior to UA on my 32 AA segments since 08/01/14:

1) Crew: I have yet to encounter a really pissy crew member, a norm that I had grown used to on UA. Everyone has welcomed me on board with a smile, frequently used my name and responded pleasantly to any requests. While not based in fact, the entire air of the crew and plane environment is not one of passive aggressiveness against the passengers. It's seems much more relaxed and cooperative. Whether sincere or not, I seem to be treated like a valued customer, while I was snarled at and ignored by UA crews ( and they didn't seem to give a damn)

2) MCE Extra: At least two more inches than UA E+

3) First Food/Buy on Board: I find their food to be significantly better--certainly not a Michelin Star meal but it is obvious that they are spending more on each meal than UA. There's a starter (dumped by UA long ago), entree with sides (quality is fresh and fairly tasty); rolls and dessert (it is a REAL dessert versus UA's half-baked cookie. I find the AA buy on board to be not as tasty as UA's but it is free for EXP's, something that UA would never do.

4) Upgrades: I have only missed two upgrades--as a 1K on UA, I was below 50% on domestic and around 60% TATL, and I usually found myself 5+ on the upgrade list as a 1K. I applied for my first TATL upgrade (I usually pay for J if I have to work as soon as I get off the plane in Europe), and it went right through..thought I was going to have to call 911 from the shock.

So, it's all about perspective: what one is used to can become mundane and expected from frequent use...until one sees another side of something.

You can start by reviewing the existence of Y+, better legroom on AA equipment in F, international F, Flagship lounges, edible meals, no lite bites, plated meals rather than snack boxes on RJs in F, linens on the tables, additional meal choices on transcons, and one-way AAdvantage awards. There's plenty more though...