[Grumpy Old Man]

The following is a letter which I just sent to AA regarding a trip which we took to France in April. The return trip from CGD was unlike anything I have experienced in almost 50 years of flying.

American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034

To Whom It May Concern:
I first began traveling for business in the late 1960’s and at that time air travel was a lot more enjoyable than it is today. Airlines actually competed for business, with such comforts as seat size, leg room and food being emphasized as a reason to fly a given airline. Oh yes, beer was also $.50 and a mixed drink was $1.00. Over the years I estimate that I traveled over 500,000 miles, and during my working years I often belonged to the Admiral’s Club which I found to be invaluable in getting reservations straightened out when flights were cancelled or when I had lay overs. I appreciated the people in them and the service that I received.
With that said, we recently had an experience with American Airlines which totally soured my opinion on your company. Since I retired 5 years ago we have started taking river cruises in Europe, with the cruise lines arranging the air transportation. During the past 2 years we have flown on KLM, British Air, Air France, Delta and Aeroflot, and our recent experience with American Airlines is by far the worst. (As a reference my ticket number was 001 7699273226). Our outbound flight from Raleigh was on a dated 757 (compared to 777s on other airlines) and the small things that we found irritating were the lack of individual screens at the seat level and the $8.00 charge for mixed drinks which the other airlines did not charge for. We also had to pay for extended leg room which I find gouging. I realize that you have to make a profit but please don’t make us pay additional to avoid being uncomfortable on long flights.
The worst experience, however, was the return flight from CDG. When we arrived at the airport on April 16 at 9:30 a.m. for our 1:20 p.m. flight to Philadelphia the area around the American Airlines counters reminded me of what the Chicago stockyards used to look like (I saw them). There had to be in excess of 700 people in line and milling around, and after 30 minutes in one line I was told to get out and go to the back of another. Although this was to accommodate travelers with earlier schedules flights, there was no effort made to give those of us already invested in the line seniority in the new line. There was also a tremendous amount of cutting-in as AA personnel could not provide adequately roped-off lines. In total we were in 4-5 American lines before we were even able to reach security. We did not get to the boarding gate until well after noon. I fully understand and appreciate the security requirements based on the recent terrorist incidents in Europe; however, it appears that your operations personnel made a staffing decision that I strongly disagree with. They knew what flights were scheduled and the number of passengers involved, but were grossly under staffed causing additional delays and hardship to your customers. I told a couple of your employees that I felt sorry for them.
While standing in line I struck up a conversation with other passengers and was told by one woman who travels from France to the U.S. several times a year that many people in France avoid American Airlines and discourage their friends from flying on American unless there is no alternative. I now see why. As a result, in our future travels we will stipulate to our cruise line that we are not to travel on American Airlines, and will restrict our domestic travel to other airlines whenever possible.. It is our money and you need to earn the right to receive it.
Don’t bother to send me the standard apology letter with a couple of drink coupons. It won’t work. Just send a copy of this letter with my compliments to the operations personnel at CGD.
While writing this letter I happened to see the enclosed Pearls before Swine cartoon. It expresses the feelings of many flyers.
I would have sent this via e-mail but there was no way on your web site to send a communication of this nature, even though e-mails are encouraged.