[kbhayani]

Last night [10 March 2016], my wife and I flew from DWF at 18:05 hours on flight AA 1077 to Salt Lake City. We were seated in seats 12D and E. Next to me in seat 12F seated was a gentleman whose physique [body] encroached my space by at least 25% making my seating very uncomfortable. I could not lower even arm rest. I brought this matter to the attention of flight attendant named Cindy for a change as I am squeezed in my own seat. She did nothing. As I walked down the aisle after takeoff, I did observe few seats vacant, but nothing was mentioned to us. For this almost three hour flight, it was torture. My wife and I sat through the flight very uncomfortably. Being close is one thing, but this was not all a romantic situation. I did not take picture lest I violate privacy of fellow passenger, nor I pursued the matter aggressively with flight staff taking a risk of insubordination of flight staff and violation of federal statutes.

Under the circumstance, I believe gate agent or flight attendant should have made oversized passenger take other seat and not torture fellow passengers. I did not find that was the case in this situation.
Therefore, I must ask you to post 50,000 miles to my Advantage account, or issue travel vouchers for domestic flights. I am really serious as the flight staff was derelict in ignoring my situation. And, I intend to escalate this issue further if my grievance is not addressed satisfactorily.
Also, I find sometime passengers bring odorous foods - fish and like - in the cabin. This makes travel for three hours a torture. This incident was brought to your attention last May on a flight from Miami to Charlotte. Nothing was done in this regard too. I appreciate challenges you face, but it must not be belittled and make others suffer disproportionately.
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American Airlines Response
Your Response From American Airlines
AACustomerRelations@aa.com Add to contacts 2:54 PM Flag this message
To: kiranlbhayani@outlook.com
AACustomerRelations@aa.com
An Image
March 14, 2016

Dear Mr. Bhayani:
I'm sorry you were faced with an uncomfortable situation when you were seated next to a person whose size exceeded the width of their seat. As you may know, carriers are not required to provide two seats to a large individual if only one seat is purchased. A second seat may be purchased by our customers for their and your comfort. Again, I'm sorry you were uncomfortable.
It is disappointing to hear that our flight attendants were indifferent to your request to obtain another seat on your flight with us; every effort should have been made to accommodate you. Please be assured that your criticism has been used constructively to improve our service. Additionally, we have forwarded a copy of your comments to the appropriate personnel at Flight Service for review.
By contacting us, you've given us the chance to improve -- thank you. We won't disappoint you again.
Sincerely,
Cristina Deraw
Customer Relations
American Airlines
AA Ref#1-5758773800

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My response
RE: Your Response From American Airlines?
RE: Your Response From American Airlines
Kiran Bhayani 2:33 PM
To: AACustomerRelations@aa.com
Thanks for your message.
I completely reject your response. It is in utter disregard of customer issues.
First of all, I did bring it to the attention flight crew. Later, I did find empty seats. But flight attendant did nothing. This simply means she did not care.
Secondly, the seating was a torture for me and my wife as we had to sit squeezed for the entire duration of flight.
Finally, how you you deal with oversized people before and during the flight is entirely your responsibility. But, ignoring over tortuous experience is simply a matter of disrespect to customer and disregard for your obligation to provide a reasonably comfortable travel.
If you do not intend to address the issue satisfactorily, then I will bring the issue to other avenues.

Kiran L Bhayani, P.E., D.EE., F. ASCE
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Your Response From American Airlines?
　
Your Response From American Airlines
AACustomerRelations@aa.com (AACustomerRelations@aa.com) Add to contacts 3/12/16 Flag this message
To: kiranlbhayani@outlook.com
AACustomerRelations@aa.com
An Image
March 12, 2016
Dear Mr. Bhayani:
On behalf of American Airlines, thank you for contacting us.
Our seats are standard in size and are designed to comfortably accommodate our customers. Of course, our customers do come in all shapes and sizes. If we are aware that customers are too large to sit in a coach seat, we do what we can to avoid an awkward and uncomfortable situation -- for everyone concerned.
Our airport personnel must walk a fine line in order to satisfy the needs and rights of all of our customers. I am disappointed to hear that we were not more successful on this occasion, and I am genuinely sorry that the enjoyment of your flight was diminished as a result. I have forwarded your comments to the appropriate personnel.
We are sometimes asked what customers can do in the future to avoid this. If the situation is brought to the attention of a flight attendant, sometimes alternate seating or other options can be found. Unfortunately, this is not always possible, and there are times when options to ameliorate the situation are limited. I am sorry the flight crew was unable to remedy the situation during flight. I have documented your concerns and shared them with the Management Team of Flight Services.
While we acknowledge your request, we must respectfully decline. This is not a situation which would warrant compensation. Still, I can understand how you must have felt while aboard and, again, I am sorry for your discomfort.
Thank you for bringing this matter to our attention. Please give us another opportunity to welcome you aboard and the chance to provide you with a more enjoyable flight.
Sincerely,
Cristina Deraw
Customer Relations
American Airlines
AA Ref#1-5730957397