Comments on: Is American Airlines Starting a New Trend?

By: Jacki Spear

Jacki Spear — Fri, 14 Sep 2007 13:32:58 +0000

Hi Merrill,

I have flown AA several times this week - If I were to rate AA overall -well I am a researcher, right? I would give them about a 7 on a 1-10 scale. For the most part the pilots and flight attendants were very nice and helpful, but I experienced a crazy delay on Monday since they shut down DFW due to bad weather. We were diverted to another airport to refuel and wait for clearance to come back…We ended up on the plane about 71/2 hours in total. In all that time we were never offered a snack or a second drink from the cart service. I thought it was poor service on the airlines part not to at the very least come around with an additional drink and a small snack. What could a 2 oz bag of pretzels cost? they should always have them on hand. - not to mention that they were giving out Dunkin Donuts to first class right in front of us!! While I am on the topic, I don’t mind that airlines charge for food, but they were even charging for snacks. I think we pay enough to cover the cost of one free snack. It is just the little things that stick with me and the little things often go a long way to show an airline’s concern for their passengers.

By: Merrill Dubrow

Merrill Dubrow — Wed, 12 Sep 2007 11:26:34 +0000

Jon,

I appreciate your time to post your comments. I travel almost every week on your airline which in my opinion does a nice job most of the time. For me when I get a little antsy it is usually based on little or no information. Information is like gold - the more you have the better you are. At times information appears to be lacking or inconsistent. If AA staff can’t answer my question say that as opposed to trying and making something up which I believe happens at times.

Thanks.

Merrill

By: Merrill Dubrow

Merrill Dubrow — Wed, 12 Sep 2007 11:22:39 +0000

Bill,

Thanks for your comments. Can’t airlines compete on customer service? Is it really that hard to have a smile on your face and give information to passengers who can than make informed decisions.

Bill - I haven’t flown Midwest what makes them so special?

Merrill

By: Jon

Jon — Tue, 11 Sep 2007 16:50:49 +0000

As an inflight employee of AA, i am proud that my company can take care of you in some way. What i am not proud of is all the delays due to mechanicals and the no meals for a flight over 4 hours. I know when a passenger steps on the airplane, I am the face of AA, and i get yelled at for these problems that the traveller faces. I stand there and listen and ask them what i can do for them, and their responses are things i cannot give them. If it is my personal fault that makes a traveler upset i will apologize in person with sincere. So i guess what i am trying to say is…”Thank You” for writing to AA about your experience, and i encourage every traveler to write to their favorite airline about their experience weather GOOD or BAD because there isn’t alot an inflight crew can do for anyone but first, provide a safe flight for everyone and serve beverages these days. Again, “THANK YOU”

By: Bill Neal

Bill Neal — Mon, 10 Sep 2007 23:11:45 +0000

Atlantans used to love Delta. Texans used to love American. Chicagoans used to love (okay, tolerate) United. No more. Most of the major airlines have totally blown their brand equity, and copy each other on everything else. The only marketing variables they now compete on is price and route. And when you are in price competition, then there is no money for good customer service or service differentiation. So, Merrill, I do think you let American off too easy. In my book, that is minimally acceptable customer service. If you really want to see a higher standard of customer service look at Midwest - although they still have room for improvement.

By: Lance Hoffman

Lance Hoffman — Mon, 10 Sep 2007 15:55:22 +0000

A few years ago while I was traveling back from an MRA conference in California, there were major disruptions to JetBlue due to a central computer/server issue. I guess airlines have become so dependent (like we all have) on computers for everything that they were unable to check us in even off of a master passenger manifest, even though the plane was there.

We were able to get out a few hours later, and the airport had been a total mess, since ALL JetBlue flights were delayed due to this central error. However, when I got home, THAT SAME DAY, there was already an email sent to me on behalf of the President of JetBlue, giving me and every other person that traveled that day a free round trip ticket. At the time, when I still held JetBlue in the highest regard (before they started limiting the number of pillows and blankets on their flights), I had thought this to be a huge gesture on their part, and went a long way to satisfying me, especially since I wasn’t expecting anything, since it seems SOP these days that there will be delays.

By: Merrill Dubrow

Merrill Dubrow — Mon, 10 Sep 2007 15:30:14 +0000

Kath,

Thanks for your comments. I am sorry to hear about your United Airlines problems. I take American Airlines almost every week - although they aren’t perfect they are really good in my eyes.

I am sure they would love to have you as a new customer.

Shame on United Airlines CEO,CFO and COO. They should have responded to your request. If nothing else it would have showed they care and probably made you feel a little better.

Merrill

By: kath

kath — Mon, 10 Sep 2007 14:46:10 +0000

Merrill,
I think AA is wise to handle your delay in the way that they did.
Sure the 8,000 bonus miles cost them very little, their sincere apology and swift response demonstrates that they do in fact care about you as a customer.
Contrast your situation with one thats been ongoing between me and United since April over a “mishandled” bag which resulted in my being in CA for 3 days while my bag sat in Denver.
I’ll spare you all the details - but I’ve written no less than 10 very polite letters to various levels of management within UA to try and recoup my expenses as a result of their error.
7 of these letters have been sent to the CEO, CFO and COO via FedEx on 3 separate occasions. I’ve gotten NO response from any of them, which astounds me quite honestly.
So, bottom line is - I’m impressed with your story about AA Merrill.
And the next time I book travel, you can be sure I’ll try AA and try to stay away from UA!!
-kath

By: Texas Ron Linebarger

Texas Ron Linebarger — Mon, 10 Sep 2007 12:40:52 +0000

Well, I am glad that American Airlines are trying to treat people right. I just wish they would push TSA Management to change their policies on determining wait lines at airport. As an ex-TSA Supervisor, I tried to get them to quit publishing misleading wait times, but to no avail. After five years I quit and I am traveling a lot myself.

So I am bring up issues that affect us who fly by bringing up issues. Go to my website and check issues.

Happy Flying–See you out there.
Texas Ron Linebarger
http://www.rustyhinges.org

By: Harry Heller

Harry Heller — Fri, 07 Sep 2007 16:30:04 +0000

Merrill:

Boy, are letting American Airlines off the hook. Since 8,000 FF miles is worth about $80 (retail, as they say in NY) in awards, they are really giving you less than $50 bucks to them!! How much is your lost time worth?

And their excuse: “Although our schedules cannot be guaranteed due to the many variables associated with the operation of an airline.” What if a market research company said that to a client!! It’s part of management to guarantee schedules. If they can’t do that, AA should go into the charter business.

That is why Southwest is so successful. Knowing that delays are inevitable at DFW, LGA, ORD, LAX, etc. they choose airports with much lower volume of passengers and delays. They also minimize gate delays by turning over flights in less that a half hour (they bench-marked their ground service with the Richard Perry racing ream) and minimizing tight connections.

In June we were delayed by United 4 hours on a family trip and my wife complained so much on how much they screwed up our vacation start that they immediately gave her a $100 voucher for each of us for the next time we fly United. At least we don’t have to put up with the limited availabilities of frequent flier miles.

The conspiracy theorist in me thinks that flights are cancelled because they are not filled, but that is the subject of another posting when you talk about what went on in Roswell, NM in the 1940’s.