Comments on: The Broken Promises of American Airlines

By: Chris Heuer

Chris Heuer — Tue, 20 Apr 2010 23:06:58 +0000

Its really sad what a low view the airline industry takes of itself. Some people actually said (besides calling me an idiot for not knowing the 757 is techinacally older then the 767 despite the fact that the cabin has never been remodeled in one and has been in the other) that we should just be thankful the metal tube flies to get us to our destinations.

And are you guys seriously going to whine about your job and the industry as a whole to me when you accuse me of whining about getting my ticketed upgrade on the new flight rescinded (which I agreed to pay $180 for, its not a free perk – geez, you would think these experts who know everything would know that)

Whatever. I am closing comments on this post. If you want to say more, please do say it on your own blog.

By: Dave

Dave — Fri, 09 Apr 2010 00:16:26 +0000

WOW, what a “Prima Donna”. Just reading your tales of woe are giving me an attack myself. Of nausea. Just how high of a pedestal do people like you need to be placed? I have been a commercial airline mechanic for nearly 22 years with UAL. And before the insults hurl towards my company, allow me to offer this about most domestic airlines. Yes, the equipment is getting old. Yes, all aircraft are showing signs of age. Yes, we occasionally have to take an aircraft out of service because we do not feel it is safe enough for flight. Yes, it is an inconvenience to your sorry ass, and you do not get your first class upgrade. NO, I am not sorry. The ability to keep these aircraft safely in the air is dictated by the control maintained by the pilot. It is up to thousands of certified airline mechanics in this industry to help them maintain that control. Our jobs are the toughest we have ever seen. Everybody wants cheap fights, and even though we all accept an increase in the cost of maintaining our cars, nobody wants to accept an increase in the cost of a ticket for the maintenance of these older aircraft. The Airlines are turning towards new alternatives to save money. Purchasing cheaper materials, or turning towards less dependable vendors to overhaul the parts, also take a toll. Consider this. Those free bottles of water, special meal, and that “free” drink ticket at the Admirals Club you got during your travels could have purchased a new seat recline assembly. The cost of all those “free” first class upgrades may have purchased the part to keep that 767 on schedule? Besides a lack of parts, airlines are turning towards cheaper maintenance as well. After 22 years, I find myself on the bottom of the seniority list and wondering if I my job too will be outsourced soon. Should that happen, I would expect even more delays and problems for you. Airlines are turning towards vendors more these days than ever before. While the average UAL mechanic has over 25 years experience working on our airplanes, many of the vendors overhauling our aircraft are NEW companies. (AA, fortunately still does most of their own work in house. Kudos to them) But while our job security is a major distraction, the greatest frustration to all of us is in the lack of parts, materials, and manpower needed to maintain a controllable, and dependable aircraft. The bottom line, everyone wants something at a lower price, and the less you pay, the more free perks you expect. May I simply suggest Mr. Heuer, the next time you want the perks of a first class ticket, PURCHASE one. That would be a benefit to us all.

By: Charles

Charles — Wed, 07 Apr 2010 22:25:09 +0000

Well, let me just point out two glaring errors that really make you look stupid:

1) The 757 that operated your flight, N680AN, was built in 1999. The 767-200ER that was supposed to operate your flight, N334AA, was built in 1987.

2) The 757 has 188 seats. The 767-200ER has 181 seats. Your plane was actually upgraded in terms of passenger capacity.

By: David Thomson

David Thomson — Wed, 07 Apr 2010 19:33:25 +0000

As an AA Ex-Plat, I probably fly and have flown a lot more than you in the last few years…..and if one can give you a word of advice (which seems doubtful as your mind seems made up) you should really stop bitching so much. If anything, your travel experience seemed pretty good. I have no idea where it says or why you and many others get the idea that upgrades are a must. I enjoy them and am loyal because of them, but if I want to be garanteed a first class seat, I know I must book in first. Now I dont do that because the price is ludicrous, but then I dont come around crying because I had an equipment change and couldnt keep me upgrade. I find that when I was plat and now as ex-plat, the positive has far outweighed the negative. I suspect that is your case as well, if not, why keep on flying American? You are free to change airlines
BTW, you might want to check your facts before so much blabbing…..The 767 you wanted to fly on is actually an OLDER plane than the 757 you were switched to…. AND, that version of 767 actually has LESS seats in coach than the 757…..
Cheers….

By: Brian

Brian — Wed, 07 Apr 2010 19:14:51 +0000

Chris,
You flew from the east coast to west coast in a pressurized metal tube at near the speed of sound in about 5 hours. Seriously, crap happens, they got an aircraft. Clearly there weren’t as many seats as originally confirmed for first. They have process’ for dealing with this. Paid 1st class first, then upgrade instrument, then status.

Crap happens. Unless you paid cash for first class, I really can’t feel sorry as AA’s upgrades are generally gifts to AA elites (or stickers sold at a crazy discount). It’s a perk not a obligation from AA.

As an EXP, although I’m a tad bit bummed when I don’t get an ugprade, I greatly appreciate that I can fly anywhere in the world for free and get complimentary upgrades on all flights (including overseas using SWUs).

Any other airline would’ve had the same situation and they’d have dealt with it similarly. Perhaps your 763 was removed from service and it was the choice between a relief 757 or waiting until the next day to travel (or the other choice of putting an un-air-worthy 763 in air), who knows the story.

Finally, Y in 763 is just as bad as a 757, they both suck unless you’re in J.

Better luck next time, or maybe fly a different airline.

By: Jay

Jay — Wed, 07 Apr 2010 17:01:05 +0000

Chris,

I love the conspiracy theories. As a UA 1K I have had more equipment swaps then I can remember and just because you got “downgraded” on this flight doesn’t mean that you won’t get an “op-up” on the next swap. I have found that it generally even s out.

Oh and the most likely reason you were bumped is because you are a Plat and not a ExPlat. Fly more and this won’t happen.

By: Joe

Joe — Wed, 07 Apr 2010 15:00:28 +0000

Yes, AA runs 2 configs of 767. You were originally scheduled on the three-class (lower capacity) 767-200.

By: David Z

David Z — Wed, 07 Apr 2010 13:33:01 +0000

Nothing really, Chris. But you might like to read the entry and comments from CrankyFlier as it’s got arguably interesting stuff.

By: American Learns a Lesson in Communications (Or At Least, They Should) - >> The Cranky Flier

Wed, 07 Apr 2010 10:46:28 +0000

[...] New York to San Francisco, and he is not a happy man. In fact, he wrote a blog post entitled “The Broken Promises of American Airlines.” This can’t be [...]

By: Jeannie Walters

Jeannie Walters — Wed, 07 Apr 2010 05:24:45 +0000

Chris – I fly a 1000th as often as you and yet I still have crappy customer experiences most of the time with airlines. There is something fundamentally wrong. I have noticed a particular trend with gate agents ignoring customers so I was inspired by your post and my experience today and wrote about it: http://www.360connext.com/dont-look-the-customer-in-the-eye/

Hope they sit up and listen. It’s no fun to go anywhere any more.

And feel better!