Is AA really so bad?
 

I am posting this here because I want to get your opinion...

I have been flying AA for several years, last 6 months especially (10,000 mi per month).

I have read a lot of complaints here on FT about the poor AA service.

My question is: is it really that poor?


My observations:
I have flown transcon C LAX-EWR best domestic flight I've taken.

I have flown C and F AA Flagship 3 cabin domestic transcon -- also very good.

Short-haul AA flights in F -- satisfactory. I've gotten drinks, silly little snacks, etc., but the service has been okay

I have always gotten through easily on the Platinum line. I have gotten upgrades almost 100% of the time, with relatively last minute travel.

What am I missing? I take US also, transcon, and I am trying US again transcon to see how it is now, but I didn't find it any better/worse than AA.

I have flown UA transcon in F (2 cabin equipment) and found it inferior to US and AA on several flights. I am sure that UA F on a 777 is terrific, but that isn't the equipment I normally get to fly on :-(

On the AA negative side:
1. baggage templates (arrghh)
2. enforcing the $75 change fee
3. MD-80s

On the AA plus side:
1. good routes
2. great alliance partners


What do you'all think who have been flying AA recently?

I haven't flown AA in years but I do participate in several online travel forums, especially those relating to air travel. What I read consistently regarding poor (or more specifically, rude) service relates to their hub airport employees, especially MIA. If you don't frequently checkin at those airports (LAX just recently became an AA hub), you may not be experiencing the typical behavior that generates the complaints. Just a thought.

Sheryl, MIA is horrible. Very long lines even elite. Awful facility. The Admirals Club is often nowhere near your gate and a trainride away from your gate. All the pushing/jostling/crowds.

I have found LAX employees of AA to be unfailingly polite. Same at IAD, SEA, and other cities. Haven't had problems at DFW either, come to think of it.

I fly about 100,000 miles a year: over 50,000 on AA, most of the rest on Delta, enough on others to at least get a sense of them. This includes US, Canada, trans-Atlantic and intra-Europe.

IMHO, AA is above average though not at the level of service you get from some of the smaller carriers. I find their coach food the best of any US airline except Alaska. (The Canadian big 2 have them beat by a mile/kilometer.) Domestic first-class and trans-Atlantic business class are average. Service is better than most. (I haven't flown AA into or out of MIA.)

If you ask me, the one that's gone downhill is Delta, which can start another argument... I find that a shame. I used to fly with them whenever possible. American's recent policy change to award Executive Platinum level for 100,000 miles, not just for 100,000 points, will cost Delta the rest of my business.

I fly mostly UA, but have flown AA transcontinental and trans-Atlantic in the last year. I find their in-flight service to be weak - once the FA's have done the meal and beverage, they tend to gather in the galley and chat, looking at passengers as "intruders." This is true even in business class - they rarely came around with water, for example. And when I went to get some on another flight, she pointed to the pitcher on the galley counter rather than get up and get me a cup, etc.

BTW, many of my domestic flights on UA this year have been coach, as have ALL my international flights, so that doesn't account for the difference in service that I perceive.

AA service sucks. I don't know what else to say. I am at the point of suing them for lousy incompetent service. I have so much miles on AA and I am not about to get rid of them without using it. But once done, that's it!

I fly AA once a year, through MIA to MBJ. All I can say is that it is enough to keep me loyal to UA http://www.flyertalk.com/forum/wink.gif

Seriously, though, I think it is very unfair to compare an entire airline's service by a few flights.

[This message has been edited by kokonutz (edited 12-06-1999).]

As a 100,000 mile flyer on AA -- I cannot complain.

1. Upgrades -- on 67 flights this year, 66 were upgraded. (The one not upgraded was due to a cancelled flight - and the new one was already full. It was ORD-LGA (733 miles) so it was not that bad)

2. Service in FC & Coach --

1st class service all depends on who you get. I travelled on my birthday and was given a "gift" from the crew -- dessert with a candle, a bag with 9 bottles of booze, and the rest of the chocolate they did not use on the flight. Twices this year, I have walked off with bottles of Champange and Wine.

Coach -- from prior experience and the one recent flight -- no problems. Seats are as uncomfortable as any other airline, food was good.

In-flight staff -- 1st & Business class service is great and have not had a problem where the staff was not attentive. When they are not, I wander to the galley, get my own and they then usually go back and check on everyone. Otherwise -- thats what they make the flight attendant call button for.

Check-in -- I cannot comment on check-in at MIA. But I have checked-in at DFW, ORD, LGA, JFK, SFO, LAX, and SJC. No problems at any of them.

Clubs -- Yeah, I agree -- MIA is out of the way. All others are OK.

Sergio -- I am sure we would all be interested to hear why you want to sue them for "lousy incompetent service."

Baggage template -- not a fan. I have not used them yet but they will not allow my rolling garment bag (miss by 2") -- but I have already called AA Customer Service (817-967-2000) and provided constructive comments to them (and if you have a problem with the bagges templates -- you should too). Of course, I do appreciate them when my shoulder does not get banged by an errant bag -- with no "I'm sorry."

Upgrades -- anyfare upgrade (with miles) for all fares (even the lowest) -- is the greatest perk. I paid $900 for two tickets to Switzerland, upgraded then to business class. The business class seats were $5,000 each. I got my miles worth....

--Jim

Overall -- I am very happy with AA.

AA lets you upgrade ANY FARE internationally?

Why am I flying United????

QuietLion:

Yes, the ability to upgrade ANY fare is the one saving grace which AA has over the other carriers (especially DL). I am on a flight wednesday from LAX to LGW which I paid ~$500 and I was able to upgrade to business class (my first trip on the 777 http://www.flyertalk.com/forum/smile.gif )

Considering that BC costs upwards of $5,000, this is one of the perks which keeps me with AA.

[This message has been edited by onedog (edited 12-06-1999).]

It's true that a small sample of experiences is not fair for a broad opinion, but ...
I moved from ATL to MIA in late '98 and had used up many of my DL miles, so I was going to switch. Even though UA comped me PremEx, and AA did nothing, AA had the far better routing for my schedule in early '99 (MIA-MCI). I went ahead, booked three weeks of flying, and tried them out. Now granted I think there was some (anticipated or recently completed) labor strife around then, but it was the worst three weeks of my traveling carreer. MIA was bad enough, and expected, but DFW was terrible too (I did get a bunch of exercise). I'll take ATL's trains any day over the toys at DFW.
Several unpleasant memories: Arriving into DFW on a delayed flight from MIA. Ran to the new (distant) gate. Made it there several minutes before my flight was to leave, but my seat had been given away because they didn't think I would make it. I spent the rest of the day walking from one end of DFW to the other trying to get on the later DFW-MCI flights as a standby. I finally got on the last plane out to MCI. Missed an entire day's work. From AA, no lunch voucher, no concern, just indifference.
On one of the returns, I was told that outbound MCI-DFW flight was delayed, and I would miss my connector. The next two DFW-MIA flights were full, so I WOULD be spending the night in Kansas City at a $30/night hotel.
The next week, when an AA employee saw my medalion tags at check in, and asked if I was switching. When I said perhaps, she asked me if I was crazy. Twice more I was to hear this from AA employees.
I suppose I can chalk this up to an experience in how all airlines treat their non-elites, but I made the decision to spend a lot of time changing planes in ATL and CVG which I haven't regretted. And, with all the added segments, I made platinum!
I'm sure their are sob stories on every airline (anyone spend more time in Detroit last winter than they expected to?) so my experience is most likely statistically insignificant but personally compelling.

This fall I flew from Hartford, thru DFW, to SFO. My e-ticket receipt showed a lunch and a dinner since I left about 10 AM. I got NEITHER! I got a snack on the 10 AM flight and nothing on the latter flight. All the way across country and had to buy my meal in Dallas. Not good. No other airline has such poor meal service.

Got a 1st class upgrade (using an old Reno Air cert) SFO to ORD last week. No problem with the upgrade but other than the seat's being larger, it was not worth it. The meal could have been coach anywhere else (pasta, chicken???) and the drink service did not start right away as it does on UA. On the return, a stupid, stubborn check-in counter agent refused to honor the upgrade, called in her supervisor who also refused to honor it (the instructions on the cert were in plain English). I requested that she contact the supervisor of promotions (had name and phone number). She refused. Finally, since I stood my ground at the counter, she asked a former Reno Air person about the upgrade and OK'd it in the computer - there were still plenty of seats in 1st. HOWEVER, despite the fact that this was a guaranteed upgrade 2 hrs prior to flight time, she refused to actually give me the upgrade and made me go ask the gate agent. By the time I got to the gate (ORD), the seats were taken. I .....ed about it and, a few minutes before departure, my name was called and I got the upgrade. I should not have to put up with that kind of nonsense. It was the attitude that I objected to, as if I were trying to cheat the airline.

That upgrade of any fare is a great benefit. But you can't compare the $500 to a $5000 business-class fare. Rather compare it to a $900 upgradable fare.

On the downside for AA: almost all flights from SEA are on MD-80s with narrow FC seats and no video!

Truer words were never written. Each of us has "public" and "private" reasons for the carrier we choose. And I suspect, more often than not, it is experiences such as those above that will form opinions that last a lifetime (like my own unreasonable personal bias against Usairways).

This should be a vital lesson to each and every customer service rep/FA/pilot in the business. How they act on any given day to any given customer can have a life-long impact on an airline, not only for the person with whom they are dealing, but also with that person's family, friends and coworkers.

All the airlines talk about customer service, and make all sorts of commitments to it. But I sincerely believe that precious few front-line employees (at least of U.S.-based carriers) fully understand this enormous responsibility which is placed in their hands every hour of every day that they are at work. It really is a shame, because one ounce of kindness and caring can go soooo far...

Alright, back off my CS soapbox...

I have to agree with kokonutz.

BTW I haven't run into bad experience with AA (yet). But my first experience with CO and DL have been negative; UA is neutral.

Whether it's fair or not, one bad experience will forever change your opinion of that particular airline. This is true for all service oriented companies.

Anyway, I find AA FC service better than UA's. AA's FAs seem more attentive than UA's. Of couse this is based on my limited experience of AA and UA FC cabin service. http://www.flyertalk.com/forum/wink.gif

------------------
Dan
"It is not doing the things we like to do, but liking the things we have to do, that makes life blessed." - Goethe

While I am an AA devotee, I have had several problems with them (I'll save the gory details for another time).

However, one of the biggest negatives of their AAdvantage program is that AA does not count minimum miles (i.e. 500) towards status. Only actual miles flown count as status miles.

Cheers,

'toad

To Hammertoad
Are you sure? I received my 500 mile credit for LA to SF flights on my Platinum qualification.

Hammertoad --

You are incorrect regarding the min. milage amounts for status. When you look at your mileage statement, the actual number of miles appears in the mileage column. If the miles <500, the difference between the actual miles and the 500 miles appears in the bonus column. However, the full 500 miles counts for all status measures (points or miles)

--Jim

Jimbo-

I wondered about that, too, so I called. And according to the Gold CS desk, only actual miles flown count for status. I'll admit, though, that I haven't taken the time to add up all the 'actual' miles and compare them to the Gold/Plat qualifying miles. So perhaps the rep was mistaken? Nah, that never happens! http://www.flyertalk.com/forum/wink.gif

Cheers,

'toad

I just compared two statements, and added up the numbers - the 500 mile minimum applies to your elite status mile total.

I remember reading about this somewhere in AA's literature too - you are guaranteed a minimum of 500 qualifying miles per flight.

Good thing too, as I am basing my Exec Platinum status for next year on a couple of short hop flights next week!

I've avoided AA for many years due to their business practices (reflecting Robert Crandall's personality - I'm not sure if things have changed since he stepped down).

Example 1 - I've exchanged tickets for friends and business colleagues on AA and UA. On UA I've done it many times without any problem. On AA, I tried it once. Even though the friend had asked the res agent to document in the record that I would be exchanging the ticket for him, AA airport ticket counter personnel acted as if I was trying to defraud them until I walked them through the scenario and got Res to explicitly OK the exchange by phone to them.

Example 2 - in the days prior to the routine ID check at the gate, it was Crandall's policy to confiscate tickets and tell the passenger he was committing fraud if someone tried to fly on a ticket that was not in their name. Not exactly a way to leave a warm and fuzzy feeling.

Example 3 - AA has been one of the most aggressive at going after those who use "back to back" tickets.

Example 4 - when UA and AA instituted their new programs with capacity controls and mileage expiration, UA was very honest in their ads (your original miles are good for six more years). AA trumpeted "Your original miles are good forever." What they didn't say was that UA continued honoring the original terms and conditions on their original miles (no capacity controls, very few blackout dates). AA immediately instituted strict capacity controls and blackout dates on their original awards.

I was Exec Premiere with United a few years ago, and I have been Platinum for three years with AA. In the last 10 years, these two airlines have accounted for about 75% of my domestic flights, with numerous upgrades on both.

In all, I've both good experiences and bad on each airline. But almost without exception, the quality of service and general comfort level I have experienced on most foreign carriers (especially Qantas, but also British Air and South African) has been better than the international flights on either AA or UA. Unfortunately, a trend I have noticed with both airlines is that the general level of service (domestic and int'l) has declined during the last few years -- in part because the planes are so full these days.

But if I were to try and compare apples to apples between AA and UA only, the biggest difference is that UA seems to treat its elite members and business/first flyers with a tad more respect and restraint than AA. The front cabins feel professional on UA, whereas they are sometimes a bit too casual on AA. On the other hand, UA also seems to actively DISrespect its non-elite flyers -- something I don't find with AA.

Since losing my Premiere status, the recent times I have flown UA have rarely been pleasant. A lot of UA employees don't seem to care for their jobs, and their dissatisfaction seems to be taken out on the average flyer. At best I feel like just another member of the cattle call -- at worst, frowned upon. Prior to gaining elite status with AA, I never felt like I was treated special, but I generally had positive, upbeat interactions with all manner of staff.

In then end, I'm sticking with AA over UA in large part because of their frequent flier program (which I feel is more generous, particularly with partner awards) and also because their route network serves me a little better. But if those two items were equal, I'd still lean to AA because I'd prefer to have upbeat, smiling, if sometimes lax interactions with an airline's employees over formal, play-by-the-rules, if usually professional service at another airline.

roti: Your point regarding DISrespect for non-elites is well taken. Some years ago, I worked hard to build up enough TWA miles for free tickets for our family. On the outbound, we missed a connection in St. Louis because our plane was delayed out of San Diego. Upon arriving in St. Louis, I tried to re-schedule us onto the next flight. The agent was MOST interested in our fare class. When he saw we were flying on free tickts, we were treated like pond scum. That was seven years ago, and I haven't given TWA any business at all since then. On the other hand, AA has been most accommodating.

I personally have grown to HATE AA. I have been either Gold or Platinum on American for the last 12 years, and it seems to me that the only passengers they really care about are those in the very top level of their elite program -- originally Gold, then Platinum, now Executive Platinum. If you're not in the very top, forget about getting any kind of decent service out of them. In general, I think the personnel are largely indifferent to the passengers.

I detect a great deal of arrogance in AA employees, which, in my view, originated with Crandall's "f*** 'em" -- be they competitors or customers -- attitude. Things seemed to get better in the early '90s, during the recession, but have definitely got much, much worse over the last year or two.

In contrast, I flew UA a few weeks ago, in coach, with no status at all. They were so much nicer to me than American had been, even with my Platinum AA status, that I had to pause. I'm sure elite flyers on UA also have horror stories, but in my mind, AA is to be loathed.


[This message has been edited by Adman (edited 12-20-1999).]

I have chosen AA as my carrier of choice. They have not always been the best, but they:

1. Service the domestic markets I need access to most frequently.
2. Their worldwide and domestic partners fill most of the other needs that I have.
3. Their frequent flyer program is fairly generous as far as upgrades and availability go.

I have noticed a lot of the same in regards to service levels with AA and UA. I have experienced the poor non-elite treatment from UA. I have experienced better treatment as a oneworld elite from Qantas and BA more often than on AA.

What it comes down to is that you are never going to have everything perfect and go your way when you are dealing with huge corporate machines like AA and UA. One will be better in one area, the other will be better at somthing else. Sure, you can vote with your dollars, but really, as an individual, you don't matter that much to them. As a large corporate account, maybe.

Well I think we'd all agree, that for the most part it's the people that make. How they act, how they handle specific situations, and if they have the authority to quickly put an end to a particular problem.

Yes, I had a few "minor" experiences on AA, but those minor things have been more than made up for from all the "positives" I received from AA. Things from comp'd upgrades for traveling companions (several different occasions) even when I was on an upgraded award ticket and had no elite status at that time(on any airline)to having a gate agent arguing with her superior that I should get the upgrade over another (I won) to things such as a FA going out of her way to buy a special 4th of July cake and candles/sparklers on her own to serve for dessert to us upfront.

In the end, these things were good for AA and for me. The costs were miminal for AA, made me happy and a loyal customer.

As far as things getting worse, I'd have to disagree, first because I haven't personally experienced any problems; and secondly because I can see a big push from corprate and employee group leaders to put the customer first, especially the pilots.

Just my two cents.

I have consistently flown AA for 10 years. This year I am at 145,000 actual flight miles (all paid coach tickets) and hit Exec. Platinum the hard way. Since I live in the Upper Midwest I also fly Northwest extensively (Gold with 45,000 miles YTD).

All of my AA flights are connections originating on American Eagle and then the treck from G to K or H at ORD.

In my view, American is my choice simply because of Professionalism. Their phone employees are always very professional, knowledgable and helpful. Most Flight attendents as well. Nothing extraordinary, but very consistent and professional.

When flights are delayed or cancelled, it never is easy. But I have seen AA almost always treat me with dignity and respect. I always get the sense they are "trying".

My other carrier, Northwest, is literally a 3rd World carrier in comparison to AA. Old, unionized employees. Filthy, old planes and such an unprofessional, unpolished image from all aspects of the organization.

My vote goes to AA.

I don't think that I travel that much but I have seen some of the most incompetent and rudest employees in the airline business at AA. It too numerous to get into, but an example of this was the last flight, when boarding the plane, I inquire about whether elite members would preboard with first class because there was no announcement for elite members to preboard. The flight attendent or customer representative said no because it would slow down boarding and they were slightly late. At that point, I wonder what was the point of being an elite member if you can't preboard. As I waited for the regular boarding, the flight attendent taking the ticket saw that I was elite (written on the ticet) and said I should have boarded with first class. This is just one example of incompetent employees.

Though I'd already pretty much declared allegiance to UA, the pilots strike of last spring only solidified my distate for AA. I had a chance to read the judge's decision inthe case, and the kind of tactics that the union engaged in just turn me off from flying with them.

Of course, UA isn't without the same kind of troubles, but given that I think the AA pilots union got exactly what it deserved, I'm probably going to stay away from AA for a while.

I also keep in mind: while I'm not going to reach UA 1K in the very near future, if I flew AA I would never reach Plat Exec level because I almost never fly on full fares.

I have to disagree with Sergio's comments that AA employees are incompetent. The example has nothing to do with the way an employee does his or her job -- or if they are incompenent or not.

There are times when AA boards in row order only -- it gets people on the plane faster. If people learned to step into the row while the loaded the overhead, more people could get by and the flight would load faster. If they are running late, I would rather have them board this way so we can get on the plane and get going -- so I can make my connection.

I give the AA folks (and all airline employees in general) alot of credit. Thinking about the number of people they see each day, the number of people who yell at them, blame them, and are generally not nice to them, I can see that they may have a rough day or come off as rude. It has happened to me and I take it all with a grain of salt. Just get me to where I am going as quick as possible and as safe as possible...

--Jim

Well, all that can be taken into consideration, but there is still more rudeness on AA than on some other airlines. It's not quite as bad as NW, but still much worse than United or Alaska---at least from personal experience.

I've been a member of AAdvantage since 1983 and my experience with American has been very good. I've always gotten wonderful, courteous service from the telephone and city ticket office staff, even before I was elite.

I was in Europe for the Flight Attendents walk out in the early 90's and headed to London last February during the Pilots sickout and both times American rebooked me on alternate carriers, once in Biz Class, at their expense, as I had upgraded the AA ticket with miles.

True, there are some problems with the airport staff, but I blame that on understaffing and lack of staff training. I'd certainly never want to have the job of boarding 200+ people onto a 767.

These are my personal experiences, maybe I've just been extremely lucky.

As for AA vs. UA, I had occasion to ask my former boss about that this past weekend - he had been Platinum on AA until the company went to UA as preferred carrier three years ago. He gave a slight edge to UA, but I got the impression that route convenience would be at least as important, maybe more. (I guess I'm lucky I'm in SFO, where UA fits my destinations better).

Karen2, don't feel bad about the two flights you didn't get meals on. I did about 20,000 miles on AA this year (domestic coach), and the fare was uniformly worse than United's.

When I was working, if I had an early afternoon flight I would leave my office and pick up some salads at the gourmet deli nearby. Sure it's an extra $7.50 (business expense!), but if it's convenient you'll make your stomach a lot happier!!

I know I would have stayed with AA if not for the bad service they provided from ORD to LAX. On one flight (3pm at the time) you got to ride in the Business Class section as coach to LA. But on any other flight you had no music, no video(movies), and the carry on Bistro Meals... the planes felt small and crowded.

The UA service was better... A320 planes, movies, meal service, music, and a very comfortable plane experience.... (plus it was the first stop off the rental car buses!!)... But it weird how a comparision of two carriers on the same route can change your impression.

I later flew AA from SNA to Dallas.. and had a nice experience upgraded to First on the way out and even on coach on the return... so it all depends http://www.flyertalk.com/forum/smile.gif But I am still for UA.. they have better service (minus the Shuttle) from LAX http://www.flyertalk.com/forum/smile.gif

Isn't it funny how perception can influence your thinking. As a 1K, I now have a very high level of expectation from UA. For that reason, I guess I am often disappointed that UA did not live up to my heightened expectations.

When I fly AA (once or twice a year), I expect to be treated like cattle, and I am never disappointed. In fact, I rather enjoy "playing the pauper" on AA as it takes some of the stress out of travel because there is no question about upgrades (I will get none), no worries about mileage accumulation (it's more or less negligable, os I might as well as take the direct non-stop) and its fun to compare and contrast.

Of course, this attitude is also effected by the fact that my two other choices on this particular route are Air Jamaica or USAir, and given the options, I feel like I'm already miles ahead (sorry for the pun and with apologies to geo http://www.flyertalk.com/forum/wink.gif)

Just something to think about...

LAX1K - This is one of AA's problems - they fly those darn MD80's on flights longer than 1 hour! I like the MD80's and all, but without the entertainment system, they are pretty much useless on the longer flights (No entertainment or movies from LAX-ORD, a 4 hour flight?). I always try to book my LAX-ORD and LAX-DFW flights on 767's so I can get into the business class section.

[This message has been edited by SNA_Flyer (edited 12-15-1999).]

The last time I flew on AA was about 3-4 years ago. I was flying in first on Delta with award tickets and Delta had an equipment problem. They put me on AA first from ROC - ORD and then on AA first from ORD - SEA. I mention the first because of the service - NOT!

My wife and I requested champagne - I had being going throught some tough business problems and was really celebrating getting away. The FA gave the champagne to two teenagers seated across from us. Aftefinally flagging an FA down to explain the problem, she told us we already had our champagne - we had to let her serve food to the other passengers. when we told her she gave the champagne to the teenagers she argued with us and said no she didn't. she finally asked the two girls, they said yes, they were surprised but happy to get the champagne.

Never heard an "I'm sorry" or anything - got the glasses - then the FA's hid in the galley.

Really glad we were able to fly Delta back home.

My experiences with AA have been hit or miss (mostly miss.)

I think the object to getting a little bit more respect with an airline is to get elite status. I notice those who give AA PAWS UP are elites.

But on my few AA flights: Staff impersonal, food adequate to poor and those M-D 80's are horrid (even worse when you get seated in front of a guy who spends the whole flight spreading phlegm around the cabin by sneezing and coughing and not covering his mouth.)

The worst experience: The flight from heck, stuck in bad weather at the Pittsburgh airport surrounded by drunken and angry businessmen and no vouchers for food or anything. The one girl stuck rebooking tickets seemed annoyed to be there.

A few good things:

*The AA ticket people I have dealt with have been friendly and helpful. Live and on phone.
*They give you the choice of PEPSI.

Kokonutz makes an excellent about first impressions:

"This should be a vital lesson to each and every customer service rep/FA/pilot in
the business. How they act on any given day to any given customer can have a life-long impact on an airline, not only for the person with whom they are dealing, but also with that person's family, friends and coworkers."

UNited was nice to me in my first flight with then even though it was a coach flight with no status. IT meant a lot to get a hello and a smile even in 19C. That was 10 years ago.

That's why U-A is my airline of choice.


[This message has been edited by Catman (edited 12-15-1999).]

I've flown with AA about 5 or 6 times over the years. The first flight was on a 767 ord-FRA. The A/C was too cold and never got any better the whole trip. Other trips since then have been average. I have found AA personnel to be nice for the most part.

It's hard to get a good feeling for an airline when you only fly them once in a while. I can't really judge AA fairly after so few flights. I think it takes 20 or so flights to get a feel for what the airline's style and service levels are.

One major reason I don't fly AA often is because I don't particularly care for their hub airports.

Sorry, duplicate post.

[This message has been edited by dgolds (edited 12-15-1999).]