American Airlines Made A Sneaky Decision That May Appall Customers – After a flight between Dallas-Fort Worth and Detroit, a woman took to Twitter to share her experience trying to use the first class restroom as a passenger sitting in the front of the bus cabin. She doesn’t fly often, she asked the flight attendant where the toilet was and she says she was told to use the toilet in the front.
However, when she got there, she was reprimanded and sent back to use the restroom. And while she is black, she reports that white passengers were allowed to use that restroom without being scolded.
American Airlines Made A Sneaky Decision That May Appall Customers
On Saturday, July 23, 2022, my husband and I flew on @AmericanAir flight AAL2753, our first time using them. And we had the worst experience with customer service on the racial discrimination plan for me. Flight attendant Ron P treated me like I was an animal ðŸ˜ðŸ˜¡ — Tina Talbert (@TinaTalbert2) July 26, 2022
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Gary Leff is one of the leading experts in the field of miles, points and frequent business travel – a topic he has covered since 2002. Co-founder of the frequent flyer community InsideFlyer.com, host of the Freddie Awards, and one of the “World’s Best Travel Experts” by Conde’ Nast Traveler (2010-present) Gary has been featured in most major news outlets, profiled in several top print publications, and widely published on the topic of consumer loyalty. More about Gary »When companies make technology decisions, how much do they think about customers? And how much is it all about money?
They say business travel is making a comeback, and one of the biggest business drivers is combined travel.Â
You know, three days of meetings and a couple more days off to get through the three days of meetings.
Airlines are making a lot of money because more and more people are willing to pay more to avoid the woefully substandard experience known as economy class. Indeed, airlines are so buoyant that they see no signs of recessionary turbulence.
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Basically, then maybe the little things will become important again. For passengers, i.e. Things like food, drinks and the unusual concept of customer service.
What about a technological element seemingly from a bygone era — in-flight entertainment? where is he going? Who is right? How important is that? And why does the person next to me on the flight always seem to be watching a violent movie?Â
Say: “New technology with more built-in options and upgraded seatback screens ensures a captive audience has money to spend on streamers.”
But about those upgraded seatback screens. Lately, Delta Air Lines has shown an unusually human commitment to them. United Airlines has decided to phase them out before undergoing the conversion and has decided that it will now ensure that all of its aircraft have seatback screens.
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He took the unusual step of removing all seatback screens from his narrow planes. The idea was that now everyone has their own devices, so why bother giving them an extra screen?
This could upset, say, a family of six who would then need to bring six separate devices to keep everyone entertained.
At the same time, the idea of ​​the Americans, of course, was that removing the seatback screen made the planes a little lighter and the maintenance a little less laborious.
In fact, speaking of fun, American Airlines’ last CEO, Doug Parker, mused last year that if the airline saw an effect on business, it might push seatback screens back into its planes.
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Or as Josh Marks, CEO of Anuvu — which specializes in sea and sky entertainment — put it: “We’re eyeballing travelers for 4 to 8 hours. If you want to attract subscribers to that new series, you’re not going to get any better.” marketing point from the airline.”
Oh, I don’t know, my sofa works just fine. Save the very poor search capabilities of most streamers.
However, the whole thing seems complex. Will the in-flight entertainment now be even richer with movies and shows that most people haven’t seen or even heard of yet?
Well, Anuvu’s Marks sees this as the future: “We’re moving towards a world where the seatback screen in front of you is fully connected to the internet, where airlines and studios push content to you as an individual passenger, and where all systems are designed to connect to loyalty programs and studio subscription platforms.”
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Besides, it appears on American. Or, more specifically, if you want that kind of thing on American, bring your device and keep it charged.
It’s all pretty absorbing. How many people are more comfortable using their devices on a flight? And how many would rather, say, work on their laptop and still have (at least) one eye on the movie playing on the seatback screen?
But how often would a customer really make a booking decision based on the quality of the airline’s entertainment?
Somehow I fear that people have become so used to inferior experiences on too many flights that they are often willing to settle for discomfort of one kind or another.
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Personally, I will not watch in-flight TV on any flight across the US, unless there is live sports I want to see and the airline offers live TV. JetBlue, for example.
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A US appeals court has temporarily blocked a new US Department of Transportation (DOT) rule requiring airlines to disclose fees in advance, pending a full review of the regulation. The decision represents a significant step back for the Biden administration.
The final rules, issued by the DOT in April, require airlines and ticketing agents to post service charges along with airline tickets.
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The measure was intended to help consumers avoid unexpected fees and was part of a wider effort to tackle hidden fees over the past three years.
According to a three-judge panel of the US Fifth Circuit Court of Appeals, the rule “likely exceeds DOT’s authority and will irreparably harm airlines.” The court granted the industry’s request for a temporary injunction. An oral argument hearing will be scheduled at the next available session.
Major airlines, including American Airlines, Delta Air Lines, United Airlines, JetBlue and Alaska Airlines, along with the trade group Airlines for America and the International Air Transport Association, filed a lawsuit in May to block the rules.
The new laws set an Oct. 30 deadline for airlines to disclose compensation data to third-party ticket agents and April 30, 2025, to publish the information on their websites. The industry argued that implementing the rules would require airlines to “spend millions” on overhauling their websites, diverting resources from other initiatives. A DOT official said the agency will continue to defend the rule, noting that “nothing in the court’s decision prohibits airlines from voluntarily complying with this common sense rule,” which only requires them to fully inform their customers.
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Transportation Secretary Pete Buttigieg recently raised concerns about airline refund practices, particularly after cancellations caused by global cybersecurity firm CrowdStrike’s software update, which also affected Microsoft and many airlines.
In April, the DOT reported that consumers were overpaying for $543 million in annual fees, and airlines were benefiting from passengers who were surprised by extra fees for services like checked bags if they weren’t paid in advance.
The rule was intended to curb “bait-and-switch” tactics in which airlines advertise low base fares while hiding mandatory fees. In 2023, US airlines collected $7.1 billion in baggage fees, up from $6.8 billion in 2022.
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