This is a two-hour long flight from take-off to touch down from San Francisco to Phoenix, AZ. I am not an American frequent flyer. It is because of my work place that I get booked with American. The flight was scheduled for 3.45 pm but as early as 1 pm I got a message from American that it was already delayed with new departure time at 5:30 pm. Oh, not yet again. Counted to be in Phoenix during daylight but that prediction went out of the window. Curiously enough, checked the flight on flightview.com to find out where the aircraft was coming from prior to San Francisco and perhaps the reason for the delay. It turned out the aircraft originated in Philadelphia on that same date and it was delayed due to mechanical problem. Sweeeet. So, all consequent flights become delayed as a result. It seems not being on time becomes a norm for the industry as more often then not I find my flights delayed.
During the boarding process neither the ground staff nor the onboard crew made any attempts to apologize for the delay with one exception. The captain made an announcement he would try to compensate for the delay which at the end it did not happen as we arrived at around 7.30 pm.
As I entered the aircraft no one was there to welcome the passengers. There was a flight attendant in the galley busing himself with something apparently more important then being welcoming. Further down the isle another female flight attendant was putting on her lipstick as I passed by.
The cabin announcements were extremely, uncomfortably laud throughout the flight. However, one thing is noticed; how comfortable the economy seats were. They did not have a headrest, though, but so be it.
Service during the flight was nothing to wow about. The usual standard, expected. With complementary drinks they offered cookies. I like to order tea. On the flight to Phoenix they served it in a double cup as it was really hot, but on the returned flight the same tea came in a single cup and the water was warm.
On the following day I took the flight back to San Francisco. I was scheduled to depart at 8 pm but so it happened that I ended up at 9.30 am at the airport and wanted to change my flight. To change flights, however, I was asked to pay a fee of $74. Did not pay the fee and had my company take care of that. Eventually I was able to fly at around 2 pm and able to get a confirmed seat with boarding group 7. At the time of boarding just when they scan your boarding pass to get onboard, my pass buzzed red. They had to reissue my boarding pass right then and there moving me to group 8. Very well American for being on time and so welcoming.
Boarded American Airlines flight 1060 from PHX to SFO on 3/14/2016. The flight departed 20 min late since the aircraft was delayed earlier this day as told by the gate crew. Sat on seat 33C. Had no safety card instruction in the seat pocked in front me! And I am thinking is it against the law, is it violating the safety of the passengers for not providing me with this information, or it is just a negligence of the crew… which by the way referred to this card several times during the pref-light safety instructions.
A flight attendant came to me to ask if I wanted something to drink. I asked for tea. She gave a surprised look and turned her attention to the cart to look for something. A moment later she left the card in the middle of the isle and wend to the back galley. She came back with my tea a minute after having the tea bag into the hot water. Asked me if I wanted my tea with any cream or sugar. I replied, sugar only. She gave me 1 pack of sugar without asking me if 1 pack would be OK. What if I wanted 2 packs? Who cares what a passenger in Economy class wanted… She took away after that to the row in front of me.
Since it was a black tea I could keep it too long into the water or otherwise would have become really strong and bitter. So I took the tea bag out of the cup and had no choice but to put it on the only one flimsy napkin I got. You can image what happened after the napkin got soak with tea water…
Collection of the service discard items is called out as “Trash please” or “Garbage, garbage, please.” They open a bag and expect you to put the trash in. Had to pick up the messy soaked napkin and put it into the trash bag. Great service. I really enjoyed the tea I had!
I noticed the hair of flight attendant who served my tea was not put back nicely but simply fluttering. Well, if you are serving beverages and food, don’t you have to tide up your hair a little? You will look more professional, in the least.
Leaving the plane after arrival at the gate 3 flight attendants were saying to the passengers goodbye but only the last one at the exit door behind the cockpit was very polite and looked at you when greeted. Very professional.
So I am thinking to myself. What would be that part of the service of this flight that would make me come back and fly with American? Maybe that question has be asked by the on-board crew as well. It is important to remember that airlines are the same across the board but what makes them stand a part is not the airplane and inanimate objects but the real people and the service these people provide to their passengers.