Example of great communication (multiple MX issues)
 

I wanted to give AA some props for the way the crew and ops handled an MX situation on the Dec 27th. I was on DFW-DEN - we pushed back on time and everything looked good until we didn't move from the pushback turn at all.

• Pilots make a PA announcement that there is an issue with the overhead panel and they are trying to reset it
• After being unable to reset it, we are heading back to the gate
• Maintenance comes on the aircraft and tries to fix the issue
• Within 5 minutes of Maintenance getting on, the pilots make an announcement that the aircraft is out of service
  • Everyone should deplane
  • There is a new plane ready 15 gates over and to head there
• We had to wait about 15-20 minutes for the crew to make it over and then get the new aircraft ready before boarding.

We boarded up and left less than 2 hours later. On arrival into DEN, we unfortunately sat on the tarmac for 45 minutes as the aircraft that pushed back from our gate also had MX issues and had to return to the gate.

While it was annoying to be delayed, the crew handled the situation brilliantly. By proactively and regularly communicating, we knew what was going on and what sort of timelines we were looking at. Additionally, to take an aircraft out of service, find a new one, reboard, re cater and depart within 2 hours is pretty good. FAs were nice and helpful and stayed calm despite a few passengers behaving poorly (as if it's the FAs fault :rolleyes:).

Stuff happens. I wish AA would communicate like this always - it makes delays so much better.

Nothing worse than silence from the front office after departure time was an hour ago and we haven't moved. Sadly your experience seems to be the exception. I've had to ask FAs to request a status update from the captain or FO and it's never good news when it starts with "Folks, ...".