Harvard Business Review Frequent Flier Asks, When Did American Airlines Get So Sad?

• funny how Open Skies will spend so much to build a brand, but fail to help a customer in need. Their customer service center is understaffed, so after long period of time on hold, you are asked to leave a message. They are fast to respond to TWITTER about them, but only to say someone will call ASAP � never happened. http://cohenlive.spaces.live.com/blog/cns!B26E77865F771D2C!1201.entry

• Guys, was working all weekend. One the one hand, I'm really enjoying this blog. Wylie H.'s comments, while we agree to disagree, are productive and informative. As we debate the history and future of the industry and AA in particular, I learn from his perspective. Some of the other comments, however, are not productive. So I'm going to sign off and not spend more time here. If anyone would like to continue this discussion feel free to email me at kevin_willoughby@mac.com

• I always thought the flight attendants were onboard primarily for our safety, although, I do expect a friendly smile, and decent service, just like the good old days. I'm Executive Platinum, so I've had enough experience with AA to know what I'm talking about. I'm rarely smiling when I leave the plane, but one episode made me realize just how little some attendants care, or know. My husband and I were in the front cabin, when he suddenly quit breathing. Fortunately, I was with him and saw it as a true emergency. I started yelling and shaking him, while one of the other passengers ran for our flight attendant. She FINALLY came over, and just stood there. She didn't seem to know what to do. Another passenger finally told her to call for any medical assistance onboard. Fortunately, there were a few doctors and a nurse, and they were on the situation almost immediately after being called. However, through all this, the F.A. didn't even bother pulling out the pads, etc until someone asked her for them. We never saw her again while the doctors worked on my husband. Everyone on the plane was praying, and the pilot was terrific. He immediately got us on the ground, telling everyone to hold on, because it was going to be a bumpy landing. It wasn't. My husband survived, and we were able to come home a few weeks later. But, I no longer have the false sense of security of thinking that all of the AA F.A. know what to do in an emergency. No smile or service like it used to be is one thing. I feel if any employee, in any line of customer service isn't going to give their best, then stop making our life miserable, and find another line of work) It's not OUR fault you're miserable. Take it out on your employer, not us! And if you're going to be a flight attendant, know what to do in an emergency. Some of you need a brushup course.

• I'd rather fly a company thats upholds a safety first motto over luxury.. What most people dont realize is that while American Airlines might be charging extra fees for lugage service and food, it is one of the only Airline cariers in the Country that still keeps its maintenance work in the USA. I dont know about you, but I wouldnt feel as safe traveling in a plane that was maitenanced in Venezuela, where most of the other cariers are outsourcing their parts work too. A plane serviced here means its uphled too strict FAA standards.. Can you say thye same for all the other cariers?

• @The Big Guy: Unfortunately, over the last eighteen months, I have had FOUR AA flights outright cancelled on me, SIX have been significantly late so as to affect my business (we're talking canceling an 8am flight at 7am when we are already at the airport or en route, then making me and the other passengers wait until close to noon for the next flight), and then, last Christmas, when I missed my initial flight home to Dallas due to 2 hours worth of weather-related traffic, they canceled my reservation without informing me WHILE I WAS STILL WAITING ON STANDBY AT THE AIRPORT, meaning 1. I sat at the airport for an additional four hours AFTER they canceled my reservation without my knowledge, and 2. at that point, I had been at the airport close to nine hours, and it was too late to get on another flight out on another airline, so I spent Christmas alone. Yeah, I survived, but can you really blame me for finding AA lacking? Should I forgive them these missteps out of... loyalty? I suppose I should rest easy knowing they refunded me 100% for that cancelled Christmas Eve reservation, but honestly, it doesn't help much with the sting. My point being, of course, that "all I want is a safe flight, on time," too, and they rarely deliver.

• I usually get on an AA flight and try to go to sleep. That's the best way to cope.

• My spouse and I have a little game on AA. Most of the time he gets eye contact and a smile when we board and deplane. I only get the same response less than half the time. He was really surprised when I pointed it out to him. I thought with all these female road warriors on the move these days, female passengers wouldn't be treated so much like the wallpaper anymore, but at least on AA, it is continuing. I used to think that was mostly about business but now I believe it more about hormones. Life goes on.

• MAL, I tried that before and they demanded that I discard my water bottle before entering the plane. You got it, scum bag? nd you need to bring your pen as well as your birth certificate since your stupid parents named you MAL. Now you can right a wrong and maybe get that pathetic name of yours changed.

• I love how this thread he devolved

• No one has mentoned the psychological trauma endured by AA on 9/11. I don't know for sure, but I'll bet that event alone took a lot of "fun" out of the airline business for the good folks at AA. God bless them every one.

• Russell, why don't you bring your own water on board ?? Why are you asking at the most inoppertune times ? You don't travel with a pen either, do you ? You are an adult, act like one.

• You Republicans want and support deregulation, so you got it, stop complaining. You can not compare international carriers to domestic carriers. You need to learn about the business before you comment. Flight attendants have been cut back to minimum FAA required on board - all to save money for you, the passenger. You don't want to spend more than $100, but you want the newest plane and all the toys that come with it. More seats have also been added to every plane, so more passengers, fewer flight attendants and y'all want to be entertained by them ? Flight attendants are being worked to the maximum and are exhausted and make about $33,000 a year. I would like to see all of you swap positions - I can just see y'all skipping down the aisle laughing, smiling, entertaining everyone, and doing your service plus picking up everyone's trash. Lay off civil aviation.

• Two comments now spelling "stewardess" as "stuartists". Don't y'all get a little wavy red when you type that non-word?

• AA is Dallas very own AeroFlot.

• Toots is right. I've been treated like trash every time I've flown American Sparelines. The stuartists seem to be bothered and inconvenienced when you simply ask them nicely for a cup of tap water. They don't even give you a fake smile anymore. They also tend to act like they are better than everyone else. This astounds me. As I've been saying for 20 years now, they are waitresses in the sky and nothing more. Treat your passengers with some respect and dignity AA! And hoepfully nobody listens to this biased blow hard Kevin Willowbend.

• AA sucks and they treat their paying customers like shit. I flew them for years, I know that I am talking about.

• Just be thankful... be very v_e_r_y thankful that the stalwarts that created and operated Southwest Airlines persevered and overcame the tremendous political and business forces that tried to root it out of Love Field. Can you imagine what it would be like if SWA were not operating here now and AA was our only choice?? Be very thankful.

• @ Kevin Willoughby: 1) With respect to the DOT, I am referring to the allocation of flights on international routes that aren't covered by open skies agreements-- in other words, a huge percentage of AA's most profitable routes. (i.e. witness the recent AA/BA tie-up at London Heathrow). The common denominator is that deals like this award market share/customers based on government fiat rather than consumer desires. (and you ARE mistaken about the way slot allocation is handled at individual airports w/capacity controls in place-- it is a HIGHLY political process with no consistent rules) 2) With respect to the Wright Amendment-- yes I know it predates AA's effective monopolization of the North Texas air traffic market, but it is AA that worked it to extraordinary lengths, and worked tirelessly using all sorts of trickery and string-pulling to keep control of the market. As examples: A) Using the profits from AA's master lease of terminals A and C (where space is sublet to concessaires by AA at huge profits) to subsidize it cost of operations-- a benefit no other airline gets. B) Forcing all airlines to subsidize the cost of the multi-billion monorail inter-terminal shuttle, even though AA is the only airline that runs connecting traffic through DFW and has any need for such a train. C) Collectively A & B give AA HUGE operating cost advantages at DFW. D) Anytime a competitor attempts to enter the North Texas market with a superior, better-priced product, AA floods the route with capacity and drops prices to nothing until the competitor flees-- then it reverts to its high-cost, low-quality standard. E) The final version of the Wright Amendment "Reform" Act that AA finally agreed to merely changed the means by which AA keeps a cap on competition-- trading a geographic limitation (the old model) for a gate limitation (the new model). In both cases, the total number of seats available to be offered under a competitive model will be strictly limited. F) In the new Wright Amendment, AA further lessened the chances of any future competition by insisting on an effective ban on any new commercial air service within a large radius of the DFW metroplex. To sum it all up, whenever AA has the chance to frustrate consumer choice via legislative action or regulatory fiat, that's the route they choose. Many other airlines operate under a much, much different business model (i.e. provide a quality product at a reasonable price and the customers will WANT to fly the airline). I'm well aware that many airlines (i.e. US Airways) will exploit pricing power on routes with limited competition (i.e. Charlotte), but no other airline goes to the extraordinary lengths that American Airlines does to get the government to help it create artificial monopolies and barriers to competition. As you correctly point out, the world is moving to more of an open-skies market (indeed, the Airline Deregulation Act here in the U.S. applies everywhere except in the DFW marketplace-- again, thanks to AA)--- AA needs to figure out how to compete in this brave new world. Unless the culture on Amon Carter Blvd. changes to embrace the customer as a worthy ally to be cultivated, AA is a dead airline walking.

• Well if you ever have a complaint, you can do two things. Don't call TSA or FBI since they are in the business not customer service or transportation governance. 1. Write AA customer relations. They have an email link on AA.com The customer relations people track, tabulate and pinpoint improvement areas with these data. 2. Got to DOT.gov Dept. of Transportation and file a complaint form. That data gets recorded and is part of the public stats on airlines that airline management take seriously. Have a good trip to NYC!

• As someone who is NOT a road warrior - and who has much pity on those who are - I have to say that it's frustrating to live in DFW and be stuck with AA. Although I commend them for not skipping out on responsibilities by filing for bankruptcy, I can't commend them for much else in terms of making any of my flights particularly pleasant. Dreary is the perfect word. I realize that flying isn't "fun" anymore, and there are a lot of extra hassles. I also realize that many, MANY of the people who fly are total, complete, and seemingly for no apparent reason - JERKS. I feel sorry for airline staff that have to put up with fliers whose apparent only joy in life is to try to make other people miserable. But those same jerky customers fly on other airlines, and their staff doesn't seem quite as beaten down as AA's. So I'm not sure what their excuse is. All I can say is it's been a long time since I've gotten a smile or much extra effort out of anyone at AA, whether it's the ticket counter or the flight attendants. But I don't really have a choice - and they seem to know that!

• "Placing a strong emphasis on routes that are awarded by DOT rather than routes awarded by passenger choice." My friend, President Reagan deregulated the airline industry in the 1980s and abolished the Civil Aeronautics Board which told airlines where they could and could not fly. So I'm not sure what you are referring to here. The US does maintain bilateral aviation agreements with many nations, such as China. And the DOT does dole out routes in these instances. And there's a few slot-controlled airports around the nation (LGA, DCA), but that's a capacity allocation process that's managed by the airport authority not the DOT if I'm not mistaken. But even in the international sector, we've seen a great number of "Open Skies" agreements (notable between the US and Japan, the UK and many other European and Asian nations) that allow any airline to fly to many many cities and with as much frequency as they choose -- based on what passenger demand exists in those markets. As for the Wright Amendment, American is not the entity that issued public bonds to build what was then the world's largest airport -- DFW -- but the cities of North Texas that agreed to those bonds and Speaker Wright who got Congress to pass the Wright Amendment to protect those public bonds to construct the airport and ensure that sufficient traffic would fly through it. Okay. So a few years ago Delta pulled out its hub at DFW and then AA had a vast majority of the market share there. And in some non-stop markets there exists a pricing premium, that's no secret. But that's no different than US Airways in Charlotte, for example, who kind of name their price for non-stop service. But in one-stop markets, you have a very competitive situation in North Texas.

• On a recent trip, I asked a gate agent if she could advise me on a plane change since our plane was suddenly declared to have a mechanical delay. She asked me, "I already explained that to everyone. What: do you want it in blood?" I thought that was in really poor taste. I almost called TSA on my cell phone. If I had made a blood comment, I would have been arrested. Warning to AA: I'm flying to NYC this week. We did everything we could to avoid to AA, but to no avail. So, one smart-ass, rude agent and I'm on the phone. With TSA. Or the FBI.

• After racking up nearly 5 million miles on AA, there are a lot of things about AA's business model that truly depress me, but I'll highlight just a couple: 1) Treating the passenger as a resource to be exploited. AA really seems to view business as a zero-sum game, in which everything that a passenger gets (better service, food, amenities, etc.) comes at the airline's expense. As a result, you've seen them lead a "race to the bottom," in which air service is treated as a commodity. This has opened a large window of opportunity for alternative, more customer-focused carriers to enter the market and steal market share. 2) Similarly, AA seems to view the path to the top as being achieved by "gaming the system," rather than by delivering a competitive product offering. In DFW, we have witnessed AA over the decades spending millions upon millions of dollars on the care and feeding of local politicians and other key decision makers to keep the Wright Amendment mostly intact-- something which rips off local travelers for astronomical sums each year. (Even the ultimate repeal won't even help local travelers as much as most expect--- it effectively trades a geographic restriction for a "hard cap" on the amount of business that can reasonably be gained by alternate carriers. They take a similar approach when it comes to other markets--- placing a strong emphasis on routes that are awarded by DOT rather than routes awarded by passenger choice. The rare times AA delivers a quality product at a competitive price, it is simply used as a trick to drive a better but smaller carrier out of a particular market, using AA's superior economic power as a club. Once the smaller competitor cries uncle, AA reverts to delivering its same grim quality of service. Unfortunately, the corporate culture at AA seems too wedded to the past to do much of anything about this. Yeah, its great they've done this and that for various constituencies (extremely high paid senior management team, above-market union contracts, no defaults on debt agreements, extremely large political contribution war chest, huge lobbying budget, carefully targeted charitable contributions, etc.)... but at what point can customers factor into the mix? With AA, it appears that customers rank close to last on their long list of constituencies to be serviced. Maybe they will change before its too late...

• Apologies for the typos. My fingers need a coffee break.

• I'll be the first to admit that there's room for improvement. There's not one person at AA who would disagree. However, I've flown Southwest too. And I've flown British Airways, ANA, JAL and several other airlines around the world. But if you look at a Southwest. It's a great product. But personally, I like having an assigned seat. The option of premium service in First or Business. The option of going to the Admiral's Club to work or read or cat nap instead of sitting in the hectic terminal. On longer flights, something to eat. A global network to choose from and to redeem reward travel. I know this sounds caned and like I'm reading advertising copy word for word, but I honestly think you get more airline for what is most of the time a competitive non-stop fair and almost always a very competitive fare in one-stop connecting markets. International travel (as well as domestic) has fallen in real dollar terms over 400% since the 1970s and in this decade not even keep up with inflation. In real dollar terms, flying is the product of intense competition and nearly perfect information about pricing. It's a lot cheaper than it's actual cost, believe it or not. Thank goodness the airlines have drawn down capacity and raised fairs around 20% this summer -- not they might actually not go out of business. I think that any other service industry when hit with all the stuff the airlines have to deal with -- capital intensive operation; highly perishable product; lots of government regulation; high labor costs (both union and non-union labor); post-9/11 security environment; volatile jet-fuel prices; a 1950s federal air-traffic control system that wastes fuel and adds to flight times and worsens congestion and delays, any other service industry would turn out a product that reflects this adversity. It's mass transportation and AA and Southwest do a better job than most though they offer different products.

• Ok, it's a great place to work, but I think the topic is regarding whether it's a great place to fly. My experience flying with AA (and it's very extensive) is that it's rather generic and drab, not to mention that it's not always competitive in the pricing department (at least in international travel).

• No, but my dad worked in Capacity Planning for 20 years. And my uncle is an MD-80 Captain and prior to that was First Officer on the 727. I take pride in the professionalism and integrity of a company that honors its commitment to its employees, vendors and retirees. When you also look at the advances AA has made in employee work culture, diversity, same-sex companion benefits -- they are in many ways a pioneer of a modern, progressive work culture. They have single-handedly professionalized flight attendant training with the Learning Center years ago. Oversaw many first with regard to females and minorities playing new roles in aviation. They do a lot to be green and minimize their environmental impact. They give hugely to the arts and education in North Texas and many of the other communities in which it does business.

• Did AA's PR department just check in?

• American Airlines has not had the luxury of spending years in bankruptcy court to shred labor contracts, renege on pension commitments and basically start over. It's the only legacy airlines to not have file Chapter 11 and throughout 9/11 and the recession and fuel spikes, American Airlines has never not paid anyone it owned money -- employees, vendors, retirees. Presently, every ten days American is taking delivery of new Boeing 737-800 Next Generation aircraft that are 35% more efficient than the MD-80s they replace, have 20 new drop-down LCD monitors and server-based inflight entertainment system and feature new super-thin seats that are ergonomic and more comfortable. American Eagle has upgraded it CRJ fleet to feature an all-leather First Class cabin, which are scheduled to operate in business-intensive markets. American's 777 fleet features the industry-leading Flagship Suite and lie-flat Business Class seats and IFE at every seat in every cabin. And as of last summer, it outfitted the entire 767-300ER fleet with the same lie-flat seats. Plus, its transcontinental 767-200s operating between JFK and SFO and LAX feature one of the best three-class "Flagship Service" products in the industry. The men and woman who make up the crews, ground personnel, maintenance & engineering and management of American Airlines and American Eagle are the most professional in the business. They provide safe, reliable air service to countless communities around the world. I've flown AA my entire life and even when the operation gets hit with weather, mechanical issues or an over-sold situation, the professionalism of the employees has never once disappointed me. I have many good memories flying First, Business and Coach class on DC-10s, MD-11, MD-80s, Fokker 100s, 757s, 767s, 777s, Saab 340s, Fairchild Metros, Embraer and Bombardier RJs, ATR-72s and the fantastic new 737-800s to cities in the US, Latin American, Europe, Japan and China.

• I'm with RC, of course my wife does all the travel and I get the perks. Last trip to Orlando was $190 round trip and we flew 1st, nice meal, free drinks, no baggage charges (even though one bag was 54lbs). Of course we take one very unique approach when we fly, we're polite to start with, we realize they have been dealing with a lot of people that posted above. Also, she gets AA points for Cafe Pacific (they even upgraded her from business to first last, want to know why, she was polite! She didn't ask for it). You get what you give. Cheer up and enjoy your flight!

• I think flying with AA is getting better these days. For road warriors like me, its really pretty painless. No fees, lots of schedule options, first class and wine with my meal. Maybe you guys need to fly first class?

• It has always amazed me how a business so universally hated by both its employees and customers continues to remain in business...

• I am an AA frequent flyer, not by choice, but because they have an iron-fisted grip on DFW. There's about a 75% chance my flight will be delayed these days. Last week, it took me 10 hours to get from Reagan to DFW due to mechanical probs and then because they didn't put enough gas in the plane to fly around a storm west of the airport. They are upgrading their fleet slowly, but DFW customers are stuck with S-80s because we have no choice anyway. It's interesting that the airlines that went in to bankruptcy are doing better now, and AA is in the toilet.

• I've been flying overseas for business for many years and used to exclusivey devote my flying to AA (to the tune of over 3 million miles), but I barely fly them anymore. When you get to fly an airline that cares about service (like Cathay Pacific for instance), you see how bad AA can be, not to mention how slow they were to upgrade their seats like the other airlines have. Besides, the flight attendants on their overseas flights are all a bit nutty, but in a scary, dead-eyes with a million mile stare kind of way (shiver). If I recall, there was a recent poll taken worldwide and not one of the US carriers made the top ten. Go 'Merica.

• Thanks. It was a can of corn, but a catch nonetheless. Also, flight attendants, or (ok enough of this idiotic p.c., crap) STUARTISTS are not only less friendly but they aren't as good looking as they used to be either. I usually get the late 40's-early 50's, fake blonde, (still attempting to look like she's 30)3-time divorcee. Otherwise I get the peanut-throwing Thadius or Trevor that's usually gayer than a male hairstylist at a George Michael concert after party.

• Look at the bright side people. Every time I fly AA I learn new and innovative ways of using duct tape. And if not for flying AA, I would never have learned how to repair luggage. And I don't think the flight attendants are rude. They're surly. Rude would be an improvement.

• Good catch, Russell. I meant to write, "The plane am be dirty."

• @Wilonsky. "The plane are dirty"??? What, are you now Tattoo from Fantasy Island?

• I'm kinda with the big guy. Just take off on time, don't crash, and land on time. That's all I ask.

• Our family made AA flights from Boston to Dallas last summer. The flight attendants were rude and appeared annoyed for the entire flight. Apparently Boston/NYC/Dallas is a choice route and tenured staff made up the crew. In this case tenure is not necessarily a good thing. Staff were arrogant and evidently felt entitled to treat passengers anyway they wanted to. I can't tell you the number of "heavy sighs" I heard. The reason the behavior was so evident was that we took an American Eagle shuttle from Boston to NYC on the way home. The atmosphere on that plane was Southwest-like...upbeat, fun, and the flight attendant exuded warmth. I actually ended up writing to customer service upon our return and feedback was met with standard impersonal response. I avoid using AA if at all possible now and am amazed that customer satisfaction does not appear to be a company priority.

• @MM - Hell no it's not! I have the whole thing down to a science! I park in my secret parking spots in Terminal (redacted), where from the time I leave my car to when I clear security is never more then 8-10 minutes. I jump on the Link to the right terminal, grab a bottle of water and some food if I need it, and then board right after the first class folks if I do not get upgraded. I get the same exit row aisle seats every time, and I am usually surrounded by other road warriors who are also bitter we did not get the upgrade. I read, watch one of 40-50 movies I ripped from a DVD that are sitting on my laptop, eat my food, until it is time to bolt. I don't pay extra for luggage. I don't wait in lines. I don't expect food and snacks. I don't speak the the flight attendant. I think the PILOTS as I leave the aircraft.

• The whole process of flying on AA is like being in a funeral procession. And yes many of us will go to great lengths just to avoid the experience.

• As I told a co-worker yesterday as he complained about AA.. If you don't plan on taking AA, do plan on going many places. They tick me off on just about every trip I take as of late, but in the end, my alternatives right now just aren't any better. Either multiple stops or much higher prices. Perhaps when Wright is gone, Southwest will be a viable option. At least that way I am paying no frills prices for a no frills experience.

• Might the staff attitude have something to do with AA's feudal labor policies?

• @CVD - considering all the idiotic shit I have written, that is really saying something! But I have a hard time taking anyone seriously who drives 444 miles round trip to AUS in order not to take AA 444 miles round trip 25 MPG 17.76 Gallons $53.28 @$3 per gallon Plus parking at AUS Plus wear and tear on the CVD car Plus the value of your time and sanity driving up and down 35 There is not one thing that you mentioned that I could care less about

• Big Guy, that was about the most idiotic thing ive ever seen you type, so im calling you on it ;) Heres my thing when it comes to flying: I want a carrier who has current avionics equipment on and off the plane. I expect a experienced crew who ENJOYS their jobs, one who is polite when you ask a question or offers you free snacks/entertainment options on my flight, not to mention on-board Wi-FI I want a airline that values my feedback on their product and works with me to make sure issues are resolved in a timely manner. I have only found one airline who has matched this time and time again: JetBlue. Sure, I have to drive down to Austin Bergstrom(Great airport BTW), but its worth it for the lower prices AND excellent customer service. I refuse to fly AA for several reasons including their staff attitude issues(i.e. rude entitled middle age air waitresses) and general inability to wrap their head around the fact this is 2010, not 1970. When your still flying a now-retired aircraft (MD80) on their main routes, as well as not spend the money on improving cabin technology (i.e. rear mounted monitors, wi-fi), not to mention their general disreguard for ripping off their customers when it comes to food on a plane, I gave up and find something better...

• The reviewer of AA has not sufficiently lowered his/her expectations to have a good experience on AA. For those who have a choice of airlines, there may be some credence to the idea that AA is no "fun". For those of us who live in the DFW area, we are locked into AA. So why not make the best of it! All I want is a safe flight, on time. I don't care if the FA is nice. I would prefer as little interaction with them as possible. I don't care if there is IFE (In Flight Entertainment, for the nOObs). I bring my own on my laptop. I don't care if there is wi-fi. It's nice, not mission critical. I don't care if I have to pay extra for "stuff". I have 2,130,444 Program to Date reasons why I don't pay extra for much of anything. What I would like is for "The Kettles" who are flying for the first time to get through the security line and onto/off of the plane without a lot of drama

• John, you nailed it, as did Davenport. The whole experience is drab. Even in the front cabin, it's unusual to find an attendant that even pretends to be happy or interested in making your trip pleasant. They do a minimally competent job and that's it. It's funny to me that the attendants union is so demanding in its negotations. If they showed that much passion for their jobs, the airline might do better and be able to pay them more. (and, yes I know the argument is that they get paid so little why should they care).

• The motto of AA should be "we'll get you where you are going; but we aren't happy about it"

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