Flying On American Airlines? Don’t.

We recently flew to Missouri to visit family and while the trip was lovely – despite the heat – the getting to and from was a bit discouraging.

Let me preface this by letting you know that I generally fly on Delta Airlines with United Airlines as the back-up.  Due to pricing I elected to book our travel on American Airlines.  I’m not sure that I will make that same mistake again.

While I realize that American is very popular in the mid-west and eastern states, those of us out west don’t generally use them, and we are accustomed to a certain level of service.

A level of service that, sadly, we did not receive.

The planes that we flew were set up with a single restroom in the front of the plane and a single restroom in the rear of the plane.  OK, not what I’m used to, but we can deal.  First Class occupies the first 6 rows of the plane, and there is no curtain or anything to divide them from the rest of the plane (not that I cared, just something that I noticed).  The head flight attendant took care of first class and first class only.  The other two flight attendants took care of the rest of the plane.

Did I mention that I was traveling with a child?  A child that keeps herself well hydrated?  Yes, that would mean that she has to use the restroom… often.

Did I also mention that the flight was over 4 hours long?

The first time she needed to use the potty they were not finished with beverage service in the rear of the plane, so they sent her to the front potty.  I decided to use the chance to stretch my legs, and well, I am a mom, so I took my own advice to use the bathroom while the chance was there.  I headed up (through first class) to the bathroom she was using.  The flight attendant was a bit put out that I was in her space, but I explained that my daughter was using the potty.  This afforded me fewer dirty looks for being there.

Then another woman was sent forward due to a line 4 people long in the back.  When she arrived at the front the FA told her “There are bathrooms in the back” in very short, clipped words, complete with a glare.  She simply looked back at the longer line and smiled that she had been sent forward.

This was on the flight down to Missouri.  A 4+ hour flight in which we received beverage service twice, but no snacks.  Thankfully I had brought some, as I didn’t know that AA doesn’t offer anything to eat – unless you are in first class.  They had a 5 course breakfast on nice dishes.  Did I mention that we were flying out early in the morning?  With kids? Yep – the first thing we did after renting the car was go get food!

If that had been the worst of it I would have let it slide, but the head attendant on the return flight was twice as bad.

The return flight was the same set-up.  Two bathrooms, forward and aft.  First class for 6 rows, then the lesser people for 30 rows.

The head flight attendant had an accent that made her difficult to understand at best, and kept losing her place on the card she was reading and having to apologize and start that section over again.  Seriously?  I think most of the people on the plane could have given the “seat belts and air in case of loss of cabin pressure” talk better.

Then came the moment where she was trying to make a joke about the weather in Seattle.  About how thankful most people were that we would be flying in to temps in the 60′s and 70′s instead of the 100′s that had been happening.  I don’t know if she was a religious person or not, but to invoke thanks in the name of God while making a joke seems a little out of place.  I think there were quite a few that shared that thought with me as there was a tiny bit of nervous laughter, but mostly dead silence.  Swearing has become a bit to commonplace I think.

Oh, and I nearly forgot something that while it wasn’t the airline’s fault, they could have helped it a bit.

While we were waiting to board, we were standing hext to a family with a toddler and an infant.  About 2 minutes after we got there, I noticed that the baby had laid a doaper bomb.  A very, very stinky one too.  Keep in mind that they JUST STARTED boarding the flight, and would be doing so for another 10-15 minutes.

No one changed the baby’s diaper.

Before you say something about me not understanding traveling with infants, let me assure you that I have on numerous occasions.  With an infant as young as 3 days.  And by myself with a toddler and an infant quite a few times.  There was a dad, a mom and grandparents traveling with these 2 children.  Surely SOMEONE could have thought to change a diaper that was bringing tears to my eyes before putting in on an airplane with recirculated air?  No?  Apparently not.  I feel bad for the kid’s diaper rash from being forced to sit in it for so long.

How could the airline have helped?  Well, The flight attendant could have let the family know that since it was an enclosed space with recirculated air for 4+ hours, the plane would not leave without them if they chose to quickly change the baby.

The worst part?  They sat right behind us.

So, we finally take off, reach our altitude and they start beverage service (and food up front).  My daughter has to use the restroom, but the cart isn’t even halfway to the back yet.  The first class cart is at the last row and is almost finished, so I instructed her to go and politely ask if she could get past to use the restroom.

The head flight attendant was once again servicing first class, and was in the midst of finding out what kind of wine the people in the last row wanted.  She shushed my kid, held up her finger to her and ignored her for over a minute.  I get that she was busy, but there are more polite ways to do it.  And when a kid is dancing in the aisle because she has to pee, well, making her wait may not be the best option.

She finally let her through, making sure that everyone who could see her knew what a pain it was (yes, other people commented & looked at each other – it was that much of a huff).  She started helping the people on the other side of the plane when a gentleman in his late 40′s/early 50′s walked towards the front.  He stopped at the cart and was turning around when she snapped at him.

“I can’t keep moving the cart to let everyone through – you’ll just have to wait!”

I was stunned.

I mean, it’s one thing to shush a child and make them wait while you finish serving people (annoying, but somewhat more acceptable) but to bite off someone’s head just because you are annoyed at being interrupted again?  Someone who’s airfare helps pay your salary?  All so you can ask someone if they want Merlot or Chardonnay.

She tried to make light of it with small talk and asked if he was perhaps merely stretching his legs after he informed her that he didn’t want through (he was), and laughing it off, but it was too late.  Everyone in the first 5 rows had seen her get snippy with 2 people and we were stunned.

I almost wished A had been unable to hold it and left a puddle on the floor.  Almost.

Yes, A had to use the bathroom a few more times, but she kept trying to go to the back one if at all possible.  She was scared of the flight attendant up front (with good reason!)

Other things I noticed about American Airlines.

• There are no in-flight movies.  There aren’t even screens to show the seatbelt video.  Not that I minded trying to keep my kids from seeing movies and tv shows that are innapropriate, I just wasn’t expecting it.
• there is no food service AT ALL unless you fly first class.  Not even snacks.
• You will pay to check a bag.  $15 for the first, $25 for the second.  Fortunately Eric fly’s United a lot and has some status over there, so we checked our single suitcase over with him.
• I think they must hire the flight attendants that either get fired from everywhere else, or don’t make the cut to start with.  I have never had a flight attendant be so rude.  Ever.
• They don’t have headphone jacks for music either.
• And I didn’t see any in-flight magazines to read.  No SkyMall either.
• Their flight attendants don’t like to smile.

This is, of course, in contrast to Delta and United.  Yes, they may charge for meals now, but at least you have the option.  And they still give you snacks.  Make sure you carry cash – the meals run about $6 – $10 each.

When did customer service get tossed out the window at 30,000 feet?  I will say that I have been thrilled with the service that I have gotten on Delta, United, and Southwest airlines – the flight attendants and gate staff are generally smiling and are helpful.  They are polite and realize that customer service still means something.

Was there any part of these flights that was positive?  Yes.  Snuggling my Nani-girl for a bit while watching an above-the-clouds sunset that lasted for over 3 hours was nice.  And looking down at those sunset-streaked clouds really was peaceful and beautiful.

That and noise-canceling headphones on my iPod. *grin*