A passenger who was downgraded from first class to business class found out what American Airlines really thinks about its premiere first class product.
American Airlines Says First Class And Business Class Are Not Different Because Both Have Lie-Flat Seats And “First Class” Service
The passenger, a Live and Let’s Fly reader who shared his correspondence with us, was booked with his family of five on an award ticket to fly from Chicago – New York – London. The New York – London segment was booked in on a Boeing 777-300ER in first class, which is AA’s most premium cabin and sold as a very different product than business class.
But due to a schedule change, he and his family were rebooked on a Chicago – London nonstop…in business class. AA operates a Boeing 787 on that route which does not offer a first class cabin, only business class, premium economy, and economy class.
They could have booked nonstop from the very start, but chose to go via New York to experience AA’s “Flagship” first class product as well as dining in the JFK Flagship Lounge (which is a quintessential part of the first class experience).
While unfortunate, the passenger was willing to accept the schedule change, but (understandably and reasonably) wanted the difference in miles credited between first class and business class. So he reached out to AA via Twitter…and that’s when the hilarity began.
Check out these screenshots:
Among the gems from AA:
- “AA86 Business Class Cain offers the same award as First Class. We don’t consider it a downgrade because of the equipment type and First Class features.”
- “Our aim is to give our customers the quality experience deserved, whether it’s in First Class or Business Class dining.”
- “But not to worry, we’ve got you covered and your new direct flight (AA86) has lie flat seating and our same dedicated team that are always ready to get down to Business and make it a priority to five you an all-round First Class experience.”
I’m just laughing here.
The truth is, international first class and business class are different on American Airlines. The seat is larger, bedding better, pajamas offered, and food is slightly better in first class. Plus, the ground experience offers a meaningful difference when Flagship Dining facilities are available. Still, compared to most carriers, the difference between first and business class is very minimal.
But the irony is not lost on those of us who have flown “employee class” on American Airlines (based upon my observation, AA rarely sells the seats for full price, so they often go to employees traveling non-rev or upgraders).
Sadly, there is no juicy ending to this tale. The passenger ultimately had to cancel his trip, making the points issue moot.
CONCLUSION
American Airlines’ Twitter team wants you to know that there is no difference between business and first class because both offer lie-flat seats. Plus, AA is always “ready to get down to Business and make it a priority to five you an all-round First Class experience.” A new slogan for American Airlines?
image: American Airlines
I would never transit to fly in F over a nonstop in J – in any airline but especially on AA – but it’s incredibly unreasonable for AA to not refund this passenger for the mileage difference.
Lufthansa yes, AA never.
Yup, this. For all the hype surrounding Flagship First Dining, I was deeply underwhelmed both of the times I got to experience it. The food was decent but certainly not worth transiting to experience.
I did have great FAs in both first class segments, but the food and most of the rest of the product are just marginally better than J.
Any evidence to support the claim that they “rarely sell the seats?”
It is absolutely not an accurate statement.
You’ve got some numbers to back that up? Every time I fly the A321T or 777-300ER I see either 1.) empty seats or 2.) employees in first class.
Counselor, anecdotes are not evidence.
I’m not trying to prove my point. You can take it or leave it.
I know you are right, not only because I see that very same thing, but have been told the same by employees. Unlike domestic, they refuse to upgrade anyone, so people get used to free upgrades, unless of irregular ops.
Nonsense. You can upgrade from J to F using miles or SWUs. People do that all the time. And people absolutely pay for it. Why pay for AA as opposed to BA, LH, LX, or AF? That I don’t really understand.
This is wild. Seemingly indefensible. Also, all the passenger is asking for is a mileage refund for the difference in classes. I don’t know why they’re even fighting this.
Your right! I fly non rev frequently and AA business seats are 95 pers ent available internationally. I dint flt non rev domestically. NY to LHR is always good with me. You have a better chance on AA than Delta
Joke of an airline
I was flying business class international on AA several years ago and at the gate I was “upgraded” into first class. Wine served as around $15 at any liquor store and chocolate was Ferrero Rocher which you can buy at any Walgreens for least than $2. Yes, that was my experience on AA first class. LOL!!!!
Did you forget to tip the flight attendants?
Reads like a conversation with a bot. Or a space aliens. Ridiculous and frustrating.
I find the AA Twitter team to be super annoying and unhelpful. They really do sound like bots. I once asked a totally anodyne question about upgrading with an SWU, and they couldn’t answer it, resorting to platitudes like “SWUs that are not confirmed immediately will go on the waitlist” etc etc.
AA is a joke, and deserves to be bankrupt.
If the individual continues to pursue it, AA will do something.
That said, it is not uncommon, especially for last minute award travel, to see AA F price out cheaper than J in terms of miles. So, it is possible, that had the individual chosen to fly in J nonstop from ORD when he booked, it would have been more expensive than F via JFK.
I have flown F and J DFW to LHR on AA- totally different experience. While first class AA is no first class JAL, I enjoyed my flight and was happy to fly on AA. Business, well, it is better than BA business…not saying much
@MatthewKlint had you stated AA “rarely sell ALL the seats” you’d almost certainly be correct. But your comment indicates that you think they sell none of the seats. Do you really think AA would be flying around with F cabins, and only recently made the investment in Flagship First Dining, if they weren’t selling a material portion of the seats? You might want to consider editing your statement.
Btw, love what you do here. You’re just off base on that one assertion.
F them, they will live without a pair of pajamas. Kids will grow up spoiled either way if this aren’t happy with the experience.
Now, now, don’t be mean. I’m sure the question is not whether the kids can live with AA pajamas or not.
The whole debate over whether kids can fly Y while parents are in J is an interesting one and one that I must grapple with when my kids grow a bit older.
I do see a risk of spoiling them, but really that is what miles are for…to spoil ourselves.
I think that the Twitter conversation we’re seeing may possibly have been fabricated a bit. One sentence stands out to me:
“A change has been made to have all of you guys travel on a direct ORD-LHR flight”
I know people will think it’s “woke,” but the phrase “you guys” has fallen out of use in a professional setting. I’m sure AA’s Twitter team has been told not to use it. Also, it surprises me they refer to the flight as “direct.” As everyone who knows anything about aviation is aware, the correct term here would be “nonstop.” This seems like something the Twitter team w0uldn’t ever mix up… But hey, maybe I’m just a dum-dum.
100% not fabricated. I guarantee it.
As with credit card call centers…I believe the AA Twitter Team is also off shore..likely Manilla and again like the CC call centers..they have a limited response based on their FAQ folder mgt gives them. I have found their answers robotic, cut and paste, and generally very generic. Then again they may be right here on Amon Carter Blvd. in FW and just not care ..
Yes, this absolutely reads as if the AA Twitter agent is not a native English speaker. Every reply the agent sent had at least one strange phrase or incorrect usage.
I don’t think a Manila=based rep would write “you guys”.
What are you supposed to say when you referring to a group? You can’t say “you people”, and there is no way in hell I’m going to say “y’all”
“Your party”
“Your group”
“All of you”
“Your entourage”
“Your posse”
“Your crew”
“Da boys”
“Ya gurls”
I’m very interested in this topic too. I love travel and have done a lot of it with my kids and they are definitely entitled and probably somewhat spoiled. But they’re also learning a lot seeing different cultures and dealing with adversity eg “oh I booked the air bnb starting tomorrow and now it’s 1030pm”
Learning about different cultures is not spoiling them. It’s good. But going business class or first class is spoiling them.
True. But I like biz and first class and have a stack of miles. And I have young kids so kind of have to be in the same section. Also my travel is more enjoyable when the kids are rested. Saying that. Have flown plenty of flights with them in economy and more than survived.
The AA responses are on par with today’s ‘in your face’ brazen lies and falsehoods by businesses. Stunning, but now a sad reality of our world. That said, I flew AA F ORD-LHR years ago and it was meh service. Only difference was the seat size, PJs, amenity kit. Cabin crew were not interested in providing a stellar service.
This is hilarious and so typical. Why does AA even bother with an F Cabin? Oh right, because it fits the needs of non revs who fill it constantly. (And yes, for the naysayers out there, it’s all non revs)
The A321T is the First Class Employee Express!
AA just admitted that their first class is lackluster! They might as well phase out first class like all their North American competition via retrofitting their 77Ws and A321Ts.
AA is the US airline owned by British Airways, which also has no first class on its long haul flights containing pods with lie flat seats. They charge only one price for the business class seats. The seats are very expensive for travellers (5,000.00 per seat in May before prices doubled a month later later). I was on a 9 hour BA flight from Denver to London in a pod and was hoping it would be quieter than premium economy or economy. Several families with young, fussing and crying children occupied a fair number of the available pods, shattering the illusion that paying for a business class seat would provide quiet work and sleep time on this long flight. I won’t fly this way again.
AA is about 12 months away from their first 10-Q that shows they have issues that might impair its ability to function as a going concern and 20 months before their next pre-packaged bankruptcy. They did not pay down enough debt in the last 12 months, rates are rising, bookings falling. None of this should be a surprise to anyone.
Airlines lie all of the time so this story doesn’t surprise me. Airlines are really missing the boat by letting non-revenue airline employees occupy upper class seats. Revenue paying economy passengers should be upgraded instead and the seats opened occupied by the airline employees. This would give revenue paying passengers a preview of upper class seats and possibly more revenue in the future. Another way would be to auction off some of the upper class seats before boarding to open enough seats for non-revenue airline employees. I have paid for a last minute upgrade offer at a reasonable price and was happy with the result.
@jns I completely agree. Airline employees should only be allowed in coach. I really don’t think airline employees deserve any perks do you? I really think all these business travelers though should be getting cars, cell phones, computers and nice fat bonuses every year. I really believe they deserve it. Airline employees meh…no perks for you.
Or possibly give the airline less revenue in the future because Elite passengers would expect the upgrade and not pay for First/Business. If people complain now about the lackluster service in F/J, imagine what’s ahead if its full of upgrades. It will be like domestic First and nothing more than a “big front seat”. Why should the airline give away its best product? Why is there this belief that non-revs shouldn’t have access to premium cabins, but rather prioritize revenue passengers? Everyone (not directed specifically at you) seems to get all worked up because its as if the employees have access to something that ordinary customers would have to pay for. Jealous much? Its like saying that retail/clothing employees shouldn’t have the ability to buy the stores clothes at a discount/wear clothes and the discount should instead go to full price customers to give them a preview of their new season clothes. Would you then pay full price, or would you just wait for the discount?
And all the stories of rowdy non-revs in the premium cabins are seriously overblown. How do I know? Because I have non-revved and in over 1 million miles I have yet to be treated better than a paying passenger; in fact I would argue that I was treated worse because I was a non-rev with simple requests to FAs being met with a huff or attitude. And by simple requests I mean indicating you wanted to have every meal course that was offered; nothing special or out of the ordinary, but the one FA remarked something along the lines of “you nonrevs want to try everything”.
Seriously, US airlines should simply stop using the term “first class”. Next will be zeroth class.
And they should learn how to spell pyjamas.
A lot of people here in general don’t know the difference between first and business. When I was booking my first ever La Premiere flight, I tried to book it with a travel agent and she almost scammed me because she had booked me in AF’s business and argued that a lie-flat seat is called “first class” while charging me for the LP fare.
My recommendation is cancel your booking and rebook yourself on a new itinerary using 57.5k advantage miles. You will never get back the difference in miles even though AA has downgraded the equipment. It’s mainly due to the J class versus U class availability for business class. AA probably is unable to find U class for your day of travel.
Um.. the lower milage fare was likely available at booking but no longer 57.5k after the schedule change. More likely 200k with crazy AA dynamics pricing. AA is a joke and unfair to ask a higher award price at booking but then say they are the same when downgraded.
I recently had a kind of similar experience with Qatar Airways: I was booked on a FRA-DOH-JNB-PLZ routing with all flights in business class and the final leg operated by Comair. Due to the bankruptcy of Comair, the JNB-PLZ leg was cancelled. When I called Qatar to rebook, the agent told me that there was no availability in business class on this leg, but I could downgrade to economy if I paid an extra 200 EUR in fare difference…
“First class” was in the old days. And a waste of money of course. Maybe business class too, where I just chose to travel economically.
All of you are entitled BRATS!. I can barely even afford an economy seat.
To be fair, on UA domestically, it’s not like there is a difference besides the seat in the service between O and J
Don’t be bitter about “employee class”. You have no idea if passengers are employees or not. Even if they are employees, good for them. They work for a company that allows them to sit there. You don’t. Be jealous and get over it.
It’s a cool perk of the job. I am a bit envious…and do not hold it against employees in the least.