For the fourth flight in a row, my transcontinental journey in American Airlines “Flagship Business Class” on the Airbus A321T was disappointing, leaving me wondering why AA is willing to tolerate such mediocrity.
American Airlines Flagship Business Class Round Four: A Mixed Bag Once Again
After landing late in New York on Finnair, I had to skidaddle to make my connection to Los Angeles… thankfully at 8:00 pm JFK Terminal 8 was pretty quiet. I breezed through security, and was even able to stop at the Admirals Club to use the restroom before boarding (where thankfully, I did not see any dogs).
We boarded on time and pushed back on time: that itself was a delight since our scheduled arrival into LA was not until 12:26 am (instead of my original arrival at 5:05 pm had I not missed my connection in Helsinki) and I had a 6:00 am meeting the following morning.
I’ve encountered all sorts of problems on my last three AA transcontinental flights, including broken power ports, broken seat cushions, and broken IFE systems. Would today be any different?
I was assigned seat 9D but I found someone else in my seat…he was assigned 9C, so I took it…and then I sat down. It felt like one of those easy chairs that your uncle has sat in for decades and there’s a depressed, hallowed out place for his tush. It was late and I was tired, so I did not make the guy across from me switch…who knows, maybe his seat would have been worse and his power port may have been out. Besides, I just intended to eat dinner then sleep.
A flight attendant came through before we pushed back, taking dinner orders, and this dear man was not happy when some folks told him they had not looked at the menu yet. He reminded me of an impatient school teacher scolding his pupils.
This was confirmed when he walked through the cabin after takeoff with linen placemats over his arm, yelling, “Trays out! Trays out! Trays out!”
I looked at my seatmate and we both laughed. This was premium service?
When it came to beverages, I asked for club soda and he grabbed a large bottle of sparkling water that was sitting on top of the beverage cart. I (nicely) asked him if he had a can of Canada Dry Club Soda instead and this seemed to annoy him, though he found one without much effort. I dared not ask him for a lime wedge…
No, all water is not equal.
The menu was the same as last month and this time I ordered chicken with risotto. The appetizer was fine…green salad and sliced chicken in a sweet chili sauce…and the main course was fine too (it’s hard to mess up a chicken breast), though the risotto tasted like white rice and nothing more.
And yes, I could not resist an ice cream sundae…AA still does those so well (the cookies too).
Unfortunately, I could not sleep. Not because the seat was lumpy, but just because I was jetlagged and wired.
So I looked for something to watch and decided to watch Matlock (the new series with Kathy Bates, not the original Andy Griffith version). Unfortunately, though, the system did not work…the picture and sound were choppy just like a satellite dish during rain. Sadly, I tried other programming too and it found the same problem across the system…another flight, another defect.
As I’ve said over and over again, American Airlines won’t be trusted with the big things if it cannot get the little things right. All the maintenance issues on this plane really make me question if other corners are being cut. Planes should be clean, seats functional, tray tables wiped, IFE and power ports working. Is that really too much to ask?
At least we landed close to on-time in LA and I was soon on my way home.
But come on AA, you need to fix stuff like this if you want to better compete with Delta and United…
I was thankful to fly in business class…it sure beat economy class. But for the fourth flight in a row, it became clear that AA currently offers a very mediocre product because it does not maintain its cabins.
Complain and send feedback, AA needs to learn what lazy and rude flight attendants they have. I had the same FA on a recent JFK route and he wore purser wings. Sad state of affairs if he is a premium leader hearding cattle calling for trays out.
Why don’t they just stop selling first and seat elites there? I’m sure they can sell a couple extra biz seats while they’re at it too
You’re not exactly knocking me over with a feather here, unfortunately. For those of us in south Florida, AA is unfortunately a go-to because of the MIA hub. I used to live in the DC area and used UA heavily out of IAD. They are far superior to AA, IMO. Generally speaking, AA’s FAs do the absolute bare minimum – usually no pre-departure drink, and they do 1 drink pass and 1 food/snack basket pass, and then hide out in the galley for the rest of the flight and act like you’re asking them to give a pint of blood if you want anything else. And the priority bag tag is a complete joke – my bag inevitably is one of the last to unload. The Admiral’s Clubs have horrid food options (unless you want to pay for less horrid food) and are usually overrun with families with out-of-control brats.
One thing I have found common with all Big 3 is I consider myself extremely lucky if I find a functioning power outlet in either the club or on the plane.
That’s interesting because I fly UA very often and it has been years since I’ve had an outlet that did not function… though occasionally some of the older ones have trouble with my three-prong laptop plug.
IMO, it’s because the power outlets are not sufficiently rugged enough to stand up to the hundreds of times people plug things in and remove them. Many is the times I’ve plugged in and the plug has either wobbled around in the outlet or has been so loosened that it can no longer make a connection.
When I used to travel a lot, I carried a small portable three outlet + USB port surge protecting power strip with me. I found too many power outlets were too loose. If needed, I could flare or pinch the power strip’s prongs to make a good connection. Then I’d plug my device(s) into the power strip. It was very handy in coach when there are only two power outlets for three people.
“For the fourth flight in a row, my transcontinental journey in American Airlines “Flagship Business Class” on the Airbus A321T was disappointing, leaving me wondering why AA is willing to tolerate such mediocrity.”
The bigger question is- why do you tolerate such mediocrity?
Seriously, don’t even bother with it anymore.
That’s fair, but in this case it was take AA or remain stranded in HEL for at least a day.
Don’t expect risotto to be chef prepared unless the menu specifies carnaroli or arborio short grain rice and stock type.
Gate Gourmet secret risotto recipe. Instant rice, extra salt with sprinkle of Kraft cheese.
ROTFL!
Instant rice with butter and Kraft cheese mix (the Mac and Cheese/Kraft Dinner cheese mix can be bought separately in Canada and thus though Amazon) is one of my go-tos. If I have no energy to do anything, risotto de ghetto is a good option. It takes less energy than ordering from Uber Eats.
We had similar experince on Alaska.. I worte and they gave me some type of voucher.. but it was very difficult to use.. I think the world of air travel has turned first class and business class service to be the Mediocre Norm of what coach used to be.. When I spend these big dollars I expect what First class used to be!!
Just flew a 787 last week and cannot stand that you can’t use your IPad for entertainment and have to use the seat back garbage. Also no live TV as an option, they offer better entertainment on an old USAir 319.
No clue why people like the seat back entertainment.
I think most movies and TV these days royally blows, but I like the flight tracker. And if there’s airport and onboard services info, that’s helpful, as well.
I’m one who prefers seatback screens, but it would be great if airlines could offer both…DL and UA are now doing this. Hopefully AA too if it wants to be premium again…
I recognize that AA is planning of a retrofit of these planes with their new seats but until then they’re still charging fares that aren’t justified as the current hard product deteriorates with little to no maintenance. As for the soft product, the human factor is just not predictable on AA. I’ve had some amazing FA’s and some not so. I make sure to praise the amusing ones in any way I can because people love to complain when something goes wrong but we just don’t do enough when things go right.
Indeed – that’s the trouble. Some amazing FAs and some who are…not so amazing.
* the amazing ones
American is a no care airlines nobody cares about anything ,what’s new ?I would like to know for how long they can survive with delta and United getting more premium every day???
Was on this 9pm departure last week in First.
Seat was hard as a rock but flight attendant was fantastic. Attentive, discreet, consummate pro.
Upgraded main course and soup appreciated. along with the privacy and apple cake.
Chelsea lounge with Krug and on point seat service.
The TSA line was meh – they used go walk you up to the x-ray.
But still no finer way to fly coast to coast commercial.
How about your LAX arrival – the new isolated gates with tunnels and exit are disorienting that late at night!
Yeah, the new layout of T4 is odd!
I would prefer a cheap economy seat compared to that seat any day. Even a Transcontinental or Transocean flight.
What’s the difference between club soda and sparkling water?
Taste the two- you’ll figure it out.
sparkling water is just water with CO2 (carbonation). Club soda has a few minerals/ salts added. Tastes ever so slightly minerally/ salty. Club soda is essentially just “artificial” mineral water with carbonation.
Now your life is complete knowing the answer.
What a disgusting flight attendant. If you noted his name I hope you write in to complain so he gets fired.
having worked in the Industry for Many Years, no foul Letter or Complaint from ANY Passenger (regardless Who you think you are) will ever get an Employee terminated. It doesn’t work that way and certainly NOT in today’s world where many inflate, exaggerate and manufacture tidbits to make a point. The AIrlines are on to the Games many Customers choose to play and they will Always give the Employee the benefit of the doubt for the most part until the situation is investigated. The Airline is invested in the Employee whereas a flippant, angry customer could have an axe to grind. Like I stated, I have seen plenty over the years….Good/Bad/Indifferent and what many customers fail to understand yoou often times Get what You Display/Exhibit……act like an ass, no one is going the extra distance for you on Any Issue. If that doesn’t work, Take your Business elsewhere.
A pattern can still be established. One letter likely won’t have much impact, unless it’s egregious, but a pattern of poor service will be evident if enough people complain about the person.
If AA still won’t do anything after that, then the issue is much bigger than one flight attendant with a bad attitude.
On a related note, I found it funny when AA flight attendants excused poor service since they didn’t have a contract.
What’s their excuse now?
I’m very big on customer service and believe that bad customer service should be called out so employees are held accountable. But I wouldn’t want someone fired over something such as perceived annoyance with a request for a specific type of beverage. Ok, yelling “trays out” is a bit unprofessional. But this type of behavior does not rise to the level of termination of employment. Just what kind of society are we living in where we’re asking for people to be fired over mediocre customer service? Just to be clear, I’m no fan of AA and avoid them at all costs. But let’s keep things in perspective.
In the spirit of the DoD eliminating the Enola Gay from history books because of the word gay, I’m going to need you to stop calling it a “trans”continental flight. Find a non DEI word, would you?
LOL (and yet I saw that story too). What do you suggest?
Wow! I had not heard that about the Enola Gay! I’ll look for that.
I supposed one could say cross-continent, but the anti-cross folks might get upset. 🙂
No offence but 6 am meeting doing what
I work for a company based on East Coast.
American sucks. Their most senior pilots which are exemplary would be an exception. Good job referencing the previous dog gate article ; while reading that I knew this was next.
My husband and I just returned from a South American trip on American Airlines. We flew flagship business from Phoenix to Santiago and our return was Buenos Aires to Phoenix flagship business. Our service was exemplary. The crews were very personable and attentive. I did not eat on either leg, but my husband did and said the food was excellent. The reason that I choose to purchase flagship business is so that I can feel rested when I arrive. It’s my opinion that people expect for too much and think that airlines are flying restaurant and hotel. Most of the time you get what you give. But there are some people that are definitely better in their chosen careers than others.
@Susan Bernal The passengers on the above flight did not do anything to deserve the FA walking down the aisle yelling “trays out” at them. He just had a bad attitude and was not delivering decent service.
Re.passengers expecting too much, airlines market themselves as providing excellent food and service and all all around excellent experience, esp in premium cabins. This is what passenger is are paying for. You can choose to settle for less and not get what you have paid good money for but why should anyone else?
I could go on and talk about the fact that many passengers are elite members that are promised the highest standards by AA for the annual $ loyalty they give the company. To then be treated to such poor hard and soft product is a disgrace.
And like the author says, if AA are cutting corners on the product, what else might it be cutting corners on? That’s a great question
AA “Going for Great”.
Remember that short-lived campaign?
Wouldn’t the San Pellegrino have been the more upscale water choice? It’s the complains about small things this like that make these reviews so unrealistic to the average reader/flyer. If the flight attendant went to pour you Pellegrino from a large bottle, yet you insisted on a can of club soda, there’s no wonder the flight attendant doesn’t know what to think or how to best serve you. These waters taste the exact same to me. As do Dasani, Deer Park, tap water, Aquafina, you name it. I can’t understand the difference. It’s either bubbly or not.
I find a big difference in taste, but YMMV. The water was not San Pellegrino but some other brand that is not nearly as carbonated as the Club Soda. And I asked nicely for club soda…why is that an imposition on the FA?
I too have had a recent Flagship First mediocre experience in a similar manner. After boarding with an enormously over-stuffed roller (as I had to merge a small rucksac into it as only two bags were allowed – in First?!!), I was offered a pre flight drink, orange juice proffered and I initially accepted but noticed a small single (plastic cup) of a sparkling wine of sorts. I asked if I could have that, instead. She said,”but you asked for Orange Juice?” Taken aback by her tone, I replied that I had changed my mind. The service deteriorated markedly after that. The IFE lead only worked if you held it half out with one hand; I was woken by loud inane chatter in the galley between her and two other stewardesses; I was told off for daring to place my bedding on the top of the facade; I had the same “trays out” command; and, it wasn’t clean. Breakfast was poor and when I asked for some milk for my tea…? (I wish I hadn’t). No, for a £3k flight, there are alternatives which is a shame as it was a convenient, on time flight.
Sorry to hear about your poor experince, David.