Is This Typical AA? Poor 1st Impression
Apr 19, 2018, 9:59 pm
#21
Join Date: Jul 2017
Location: California
Programs: AA EXP; Hyatt Globalist; Marriott Bonvoy Titanium Elite
Posts: 1,965
Sadly I think AA service is going down recently. Last 2 west coast to east coast flights, I got service after hitting altitude, then ever saw the FAs again. My neighbor hit their bell and nobody showed up and ended up turning it off. I got up and asked an FA for another drink, she told me I had to go to the back of the plane in the galley to get another one. I was on a flight later that week from IAD to DFW and got stuck in the thunderstorms over dallas, 4.5 hour flight (MD83) and saw the FA once the entire flight. Wouldn't have been surprised to see them sitting in an open seat listening to music on their phone.
Apr 19, 2018, 11:04 pm
#22
Join Date: Aug 2012
Location: VPS
Programs: IHG Diamond, Delta PM, Hilton Gold, Accor Gold, Marriott Silver
Posts: 7,253
As someone who lives less than 20 minutes to VPS and plans for 1.5 hours to ECP or PNS, it's hard to get excited about the extra car time. Plus, if you're on an evening WN flight, the network tends to go a bit cannibalistic about making sure their hub-hub routes are on time then and will plane swap/delay the last flight of the day to a more lightly used outstation to do that higher priority route on schedule.
Apr 20, 2018, 1:53 am
#23
Join Date: Nov 2013
Location: PHX, SEA
Programs: DL Silver, Avis President's Club, Hertz President's Circle, Global Entry (Former AA Plt/Gold)
Posts: 4,420
The headphones seem like a blatant disregard and something that could interfere with duties, so I hope your report doesn't go into the trash after you send it. I think, and I'm sure it can be corroborated or refuted, that you have the option to send a complaint directly to the DOT and not just AA customer service.
Apr 20, 2018, 8:35 am
#24
Original Poster
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
One thing I'm impressed with AA is the turn around time for a response! Received this just now...April 20, 2018
Hello XXXXX:
Thank you contacting Customer Relations and giving me the chance to respond to you. I am sorry to hear that this situation left a bad impression of American Airlines with you. I completely understand how this situation must have looked and I am deeply sorry.
We have very strict and specific procedures governing crew conduct as it relates to the safe operation of every American Airlines flight. We are contractually committed to furnish designated crew rest seats on long flights. However, from your comments it seems we may have dropped the ball. I will be sure to make your comments available for review by the management personnel responsible for the areas of service you mentioned and we will handle this matter in accordance with our internal guidelines.
XXXX, thank you for your time and telling us about this situation. We look forward to welcoming you on board again soon and giving you the level of service you expect and deserve!
Sincerely,
JXXX BXXX
Customer Relations
American Airlines
AA Ref#1-XXXXXXXX
Hello XXXXX:
Thank you contacting Customer Relations and giving me the chance to respond to you. I am sorry to hear that this situation left a bad impression of American Airlines with you. I completely understand how this situation must have looked and I am deeply sorry.
We have very strict and specific procedures governing crew conduct as it relates to the safe operation of every American Airlines flight. We are contractually committed to furnish designated crew rest seats on long flights. However, from your comments it seems we may have dropped the ball. I will be sure to make your comments available for review by the management personnel responsible for the areas of service you mentioned and we will handle this matter in accordance with our internal guidelines.
XXXX, thank you for your time and telling us about this situation. We look forward to welcoming you on board again soon and giving you the level of service you expect and deserve!
Sincerely,
JXXX BXXX
Customer Relations
American Airlines
AA Ref#1-XXXXXXXX
Apr 20, 2018, 9:30 am
#25
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
"We are contractually committed to furnish designated crew rest seats on long flights."????
CLT-YYZ shows as 588 miles on gcmap.com That's not "long"
CLT-YYZ shows as 588 miles on gcmap.com That's not "long"
Apr 20, 2018, 9:53 am
#26
FlyerTalk Evangelist
Join Date: Dec 2000
Location: PHL, NYC
Programs: AA PLT, DL SLV, UA SLV, MR LTT, HH DIA
Posts: 10,054
Sounds like a canned response. I'm sure they have many templates to choose from and you got the "flight attendant sitting in passenger seat" response.
Apr 20, 2018, 1:13 pm
#28
Join Date: Oct 2007
Location: DCA
Programs: DL DM, AA EXP, various hotel
Posts: 2,227
One thing I'm impressed with AA is the turn around time for a response! Received this just now...April 20, 2018
Hello XXXXX:
Thank you contacting Customer Relations and giving me the chance to respond to you. I am sorry to hear that this situation left a bad impression of American Airlines with you. I completely understand how this situation must have looked and I am deeply sorry.
We have very strict and specific procedures governing crew conduct as it relates to the safe operation of every American Airlines flight. We are contractually committed to furnish designated crew rest seats on long flights. However, from your comments it seems we may have dropped the ball. I will be sure to make your comments available for review by the management personnel responsible for the areas of service you mentioned and we will handle this matter in accordance with our internal guidelines.
XXXX, thank you for your time and telling us about this situation. We look forward to welcoming you on board again soon and giving you the level of service you expect and deserve!
Sincerely,
JXXX BXXX
Customer Relations
American Airlines
AA Ref#1-XXXXXXXX
Hello XXXXX:
Thank you contacting Customer Relations and giving me the chance to respond to you. I am sorry to hear that this situation left a bad impression of American Airlines with you. I completely understand how this situation must have looked and I am deeply sorry.
We have very strict and specific procedures governing crew conduct as it relates to the safe operation of every American Airlines flight. We are contractually committed to furnish designated crew rest seats on long flights. However, from your comments it seems we may have dropped the ball. I will be sure to make your comments available for review by the management personnel responsible for the areas of service you mentioned and we will handle this matter in accordance with our internal guidelines.
XXXX, thank you for your time and telling us about this situation. We look forward to welcoming you on board again soon and giving you the level of service you expect and deserve!
Sincerely,
JXXX BXXX
Customer Relations
American Airlines
AA Ref#1-XXXXXXXX
Apr 20, 2018, 2:22 pm
#29
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Not sure she was bothering anyone. I could see it being an issue if the attendant button was going off and she ignored it. I have seen the same thing on short regional flights. Doesn't bother me as I am usually minding my own business reading an ebook in 2A. All we are is self loading cargo even EXPs.
Apr 20, 2018, 2:54 pm
#30
Original Poster
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
Whaaa? No! This is a safety issue. E.g. suppose the cockpit attempted to communicate with her to notify her of an emergency or to have her passengers prepare for one. We SLCs don’t have an official, FAA mandated and paid rôle in those, but paid cabin crew absolutely do. That’s why the FAA mandates their presence.
Listen, I have to admit I was tempted to take a photo of her in the seat with the headset on the only problem was the cabin lights were dimmed and my flash would go off and then who knows how she would have reacted.
It is my hope that when they investigate this and the second FA is confronted with the complaint she will collaborate my account of the situation because I totally expect the guilty one to deny everything because it appeared this wasn't the first time she's done this as she just seemed so brazen!
