Good service recognized
 

Too often on FT I read about things gone wrong, bad or just not good. Well in the interest of holiday cheer I wanted to acknowledge a great flight with a great AA crew.
Flying back AA 109 LHR-LAX on Monday. It all started on the ground. I was flying F. I did the unthinkable for me and gave up my seat for a different one. Sure enough at the new seat, I tested out the functions of the seat and of course it did not recline into a bed. My original seat did. Now I'm mad but I can't be a jerk about it. I tell the purser and within 5 minutes AA ground staff are trying to fix the seat. (when does that ever happen?) They cannot fix it so a non-rev person also in first has to switch with me. In the meantime, I get invited to the cockpit ( I'm a private pilot) and the crew can't be nicer. We talk for 15 minutes. Once airborne the flight staff couldn't have been nicer. Attentive yet not overbearing. They were a senior crew yet you could see they were happy to be there and their attitude and efforts matched their feelings. Too often we are rash to criticize. In the spirt of the holidays and being grateful for the privilege to fly in F, I just wanted to share that good service does happen and this flight was a great example of that. If any of the FT AA tribe have great stories,, why don't you post them here.

At the end of October I had the best flight attendant ever flying SJC -> DFW. I have never experienced such amazing service as I did from her. She recognized me in the gate area, introduced herself, knew which seat I was in, and told me I'd be getting great service. When I boarded the aircraft, she left me a personalized note, thanking me for being Executive Platinum and brought me a pre departure beverage in coach--sparkling wine in glassware! She told the entire flight crew who the Executive Platinum and Concierge Key members were, and we were all addressed by name. She also brought me a Chocolate Chip Cookie, and must have checked on me more than a dozen times throughout the flight! She also asked me if I was interested in a cockpit tour and photo opportunity in the cockpit of the 737-800 when we landed, which I thought was really special.

I've had this dream myself as well. I awake with a startle at the subtle credit card announcement and consistency sinks back in.

I had almost asked the OP if this experience was in color or in black and white

Nah, I've had good service from an international crew out of LAX in Flagship F too (HKG-LAX)- sent in a note to AA because the team was warm and welcoming, addressed by name, great service (turndown wasn't a problem, just overall friendly service). It happens.

But hey, it only took 3 posts for the forum to go cynical from the OP's request for positive stories. Way to go team.

That's somewhat cynical in this context, wouldn't you say? ;)

I know, I stepped away for just one minute and missed the opportunity to go C2 (cynical on 2nd post) on this.

Glad that the OP had a fun experience on the flight deck and the Charlie Brown 'cut in front of me' moment worked itself out with the non-rev!

A couple that spring to mind in recent years:

1) The wife and I were flying STT-MIA-JFK in F and at STT we boarded the 757 through the stairs from the apron up to 2L. We were the first passengers to board and the captain was standing at the door and asked to wait a few seconds whilst the crew finished up the cabin. He was very pleasant and we chatted briefly before heading to row 1. After a couple of hours at MIA we go to board a different 757 and the same captain is at the boarding door and greets us! He invites us up to the cockpit and so my wife then throws me in it by saying I'm huge aviation buff and learned to fly with the Royal Air Force (true, but this was more than 10yrs before). He then says I can help him out so I shake hands with the FO, he puts his hat on me and I take the left seat. We start working through the pre-flight checks together and after a good few minutes and just after firing up the APU the purser from F comes back and lets the captain know that boarding is just about complete. We take the hint and head back to row 3...Amazing

2) https://www.flyertalk.com/forum/27770068-post1.html

Happy the OP had great service in F, me and my wife, on the other hand.
3x DFW to HKG in F .. some of the worst AA crew I have ever experienced.. and trust me, it takes a lot of lack of service for me to say thing.
The F , FA' s were too busy chatting with the rest of the F cabin, which was full of non- revs
(I know, because a few in AA kits and the rest with AA crew IS)

Quite literally the same experience I had in F HKG DFW in August. It was so bad I thought it’s unreal. When I wrote it in I got a standard cut and paste with no intent to address anything.

It's nice to hear happy stories.

I had one with UA two flights ago.

It's sad that in some 30 roundtrip flights, I only gave 3 A&B chits this year to FA's who I thought were exemplary, the most recent being a few weeks ago on a mid-con flight on a CRJ700. The FA was friendly, attentive and didn't rest for the entire trip. No candy crush, no gossiping with the other FA, no hiding behind the curtain. She couldn't have been more than late 20's, possibly early 30's. But her maturity and professionalism exceeded her age.

From my seat(1A), I also witnessed a a medical incident where a young woman came up to the front for something and, while steadying herself on the closet in front of 1D, suddenly collapsed to the floor. The gentleman in 1D, along with the rest of us, was initially feeling some level of shock. The FA went into action immediately and went to her aid. She had momentarily passed out but was conscious within a few seconds. Mr. 1D got up and gave her his seat and took her coach seat. The FA brought her a pillow, blanket, banana, water and a biscoff (sugar?). Then she got on the PA and asked for a medical professional to come to the front. One did and the woman was ok, but a bit embarrassed and seemed out of sorts. The FA coordinated with the Y FA and they created a bed out of the last row of seats where the woman could go and rest, fully stretched out. I later went to the bathroom and had to make a big step over the temporary seat that blocked the aisle at the last row where she was sleeping.

All's well that ended well. I got the FA's attention towards the end of the flight and told her that I was more than impressed with her ability to maintain exemplary service levels while tending to a medical incident. She was grateful for the nod and chit. I now have my new A&B's that I would love to be able to give out...when they're warranted.

Thanks to the cynics that posted. FT wouldnt be what it is without your acerbic wit. Life is short. I’m glad I took the time to post my good experiences. AA has let me down as well. That said, they still make the most sense for me based out of LA. In truth people’s quest for the cheapest way to get from A to Z has led to airlines not caring at the management level which sadly trickles down to the customer experiences. So this holiday season, let’s just pause to be grateful when great service happens.

I am so sorry to hear that.. been thinking about writing to AA., maybe if more of us , make them aware.. they might consider doing something... but than again.. probably not like you have experienced...
ok..time for my coffee

All complaints are forwarded to proper department, who does in fact read them. The problem is seding a response that sounds like they truly care and will look into the matter.

What I don't understand is that it is easy to provide courteous, professional service in F/J and it should be consistent barring unforeseen circumstances. Why do so many FA's (who are paid to do this job and only this job) fall way short of the standard?