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American Airlines is trying hard to please, but loyalists are skeptical

Pat Caputo

My wake-up call came at 4:45 a.m., but I wasn't in a hotel. American Airlines was on the line telling me I was being rerouted through Chicago O'Hare to Fort Lauderdale, Fla. My flight to Dallas/Fort Worth was delayed and I would never make my connection without sprinting at Mach II through the Texas megaport.

That was thoughtful - I thought. The bad news: I was flying full-fare coach but was upgraded to first class on every leg. Now the re-rerouting put me in economy out of Chicago. I'd also arrive 20 minutes later going through the Windy City, said the apologetic voice on the other end of the phone. It could be worse.

Breezing past the skycap at San Francisco, where American stiffs you $2 a bag to check in, the ticket counter was fully staffed but no one was waiting. I went through security in a record six or seven minutes.

American had a 767 on the flight to Chicago with its new reclining first-class seat. The so-called privacy "suites" are on the 777 only at this time. Still, these seats are the two-tray tables with extra storage.

With the Big Six airlines cutting back on everything, including first-class amenities, it was surprising to receive a hot egg, sausage and pineapple quesadilla breakfast with berries and a bagel. The flight attendants were smiling and patient. It was a pleasant surprise.

Nevertheless, my seatmate, a nurse who lives in Chicago and is gold level on American's AAdvantage program, isn't impressed. She didn't want her name used, but said she only gets an upgrade when she is flying with her husband who is platinum level.

"On recent overnight international flights, to London and Paris, the flight attendants were mostly grumpy and you feel like a nuisance asking for anything," she added.

On the Chicago to Fort Lauderdale leg, we left O'Hare 30 minutes late and a paper goods saleswoman, who makes the flight weekly and is executive platinum in the frequent flyer program, wasn't surprised.

"Until the last three or four months, almost every Fort Lauderdale flight was late and you'd get 'attitude' from the flight attendants," said the saleswoman who also wanted to remain anonymous."

However, she conceded the "on-time rate on this flight has improved, but the biggest improvement has been the cabin crew's much friendlier attitude." Her priorities from an airline: on-time departures and arrivals followed by friendly service.

Even in coach, where the $5 turkey wrap was tasty, I found the flight attendants accommodating and responsive.

American's veracity was called into question by two loyal passengers. The paper saleswoman said she didn't receive the heads-up phone call.

"I went all the way through security to discover the flight was canceled and blamed on weather. I was rescheduled to 6 a.m. the next morning, got up at 3:30 a.m. to get to the airport by 5 a.m., and it was delayed until 8 a.m.

Again, no phone call. Also, when it's a weather delay, you don't get a hotel voucher."

She's absolutely convinced that American's delays are not related to weather, instead due to crew availability.

On the Fort Lauderdale to Dallas/Fort Worth flight, Walter Rogers, president of WDR Consulting in Fort Worth told me he also thinks American's in-flight service "improved, but they are consistently late and you miss appointments because of it; it backs up the rest of your day."

Rogers said as an executive platinum frequent flyer, "most of the time I get upgraded."

His No. 2 gripe with American is lack of flight attendant friendliness.

"I understand these people are getting hammered but don't take it out on me."
Again, on four legs, I didn't detect any attitude.

Technical consultant Nikki Narang switched from American, where he was AAdvantage platinum to United, because he commutes weekly from San Jose, Calif., to Hartford, Conn., for four days, not because he was dissatisfied with American's service.

"United is the new cattle car - people cut in front of you, elbow you aside. Plus, they don't tell the truth."

United told Narang his flight was grounded because of foul weather in Hartford. He called Southwest.

"They told me 'we don't show weather. All of our flights from Hartford are taking off on time.'"

He booked it. Even with two stops, he said he beat the United flight time "because Southwest turns around so fast."

Chris Barnett writes on business travel strategies that save time, money and hassle.

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