JMJerry MorrisonWe have been planning our trip of a lifetime to Antarctica for two years and we were talked into trying the new American Airlines Flagship service on their brand new wide body planes. We had three separate legs to fly, but the longest was close to 11 hours. The Flagship service sounded amazing to lie flat and sleep and listen to music or watch movies in a cozy cabin, except that’s not the case. The short version of the review is my wife’s seat had the headphone connection broken, so she could not hear anything that played on the video screen nor could she listen to music. So she had nothing the entire flight. Sitting directly next to her in my small pod, my bed would not go flat! It would go part way down and then bounce back up. In neither case could the flight attendants rectify the situations, and the purser of the trip told us,” well I sure hope this doesn’t happen on your return leg”. This was not overly reassuring, but that was his comment. This was a very long flight in their flagship brand new plane with the brand new configuration and these tickets were just over $15,000. It was an exorbitant amount of money to pay for us, but we wanted to try it on such a long flight and see. When I contacted customer service about it, I got an automated response that appeared to be from a basic AI bot, that said we are sorry for your inconvenience and we will be offering each of you each a $50 credit voucher towards a future flight for your trouble. I sent an additional reply back to the actual customer service email. I found and then got a response back from Eldon Powell in customer service. He said the compensation for having such a bad experience on their plane was a $50 credit each person on a future flight. They do not ever do anything other than that no matter what the problem. He said it doesn’t matter how much your tickets were or what the problem was. We are moving on from the situation, but I think that everyone should know how American Airlines they take care of their customers in a situation like this, and we will not be flying american again to take advantage of our $50 on a full price future fare
