Never fly with American Airlines
Or Chicago - London
I was excited and full of happy and eager anticipation to get to London once again. But first, it turned out, I was to have some unpleasant adventures.
Before I get to the main story about how American Airlines treat their customers like shit, here is a warning for all travellers from the metric world who want to go to the US and back:
I bought my tickets from Melbourne to the US and from the US to London together. The flight to the US was with Quantas - an Australian airline (metric world) and my booking confirmation clearly stated that the weight limit for my bag was 25kg. Before checking in to the flight from the US to London (American Airlines, US, non-standard measures world) I have specifically checked using the scales in the airport that my bag did not get heavier. Imagine my astonishment when the clerk at the check-in counter refused to accept my bag! She said that the weight limit was 50 lbs (pounds). So, in the middle of my trip, for which all flights were booked together in one transaction (or so I was told) by the travel agent, I was required to throw part of my stuff away! I appreciate that the airline wants to keep the weight limit to a round number for convenience, that is fair enough, but: 50lbs = 22.679kg. Surely, in many years of operation the airlines could have figured out this difference in bag weight limits and found a way to standardise it. Well, after about 15 minutes of arguing I managed to check-in my bag. I did not yet know that there were more unpleasant surprises to come.
Main story
As I said, I was flying with American Airlines (as in the company American Airlines, not an airline from America). Shortly after the take-off I learned from the usual announcements that they will be serving food and soft drinks and that I also can purchase alcoholic beverages at some fairly expensive price. This was quite an unpleasant surprise. Living in Australia and having friends and family in Europe I do fly quite a lot between the continents. On no intercontinental route and with no airline was I ever charged for an alcoholic drink! In fact, drinking is one of the things that make these flights reasonably bearable. I was irritated, but not too annoyed - the giant bottle of whiskey I bought in a duty-free shop in the airport was about to come in quite handy.
Being pleased with the fact that I took the time to find the duty-free shop and not suspecting that anything may be not in order, I asked the stewardess for some cola, made myself a drink and dedicated myself to the exploration of movies available on the flight entertainment system.
I watched a movie and some cartoons, had a few drinks (importantly - a few, i.e. not many) and decided to get some sleep. Before trying to sleep I went to the bathroom. My bottle of whiskey was sitting in my bag on the empty seat besides my own. And here is the deal:
As I stepped out of the bathroom I was confronted by a stewardess who declared that she had taken my bottle out of my bag and intended to confiscate it!!!
I did not know what to say. My bottle? Out of my bag? Why?
She said that I had violated some regulation that prohibited the consumption of own alcohol in a plane. It did not make any sense. Having the same few drinks at several dollars per shot was fine, but my own drinks are illegal? I was so surprised that I did not know what to say. I just figured that I was about to go to sleep anyway and that I would deal with the situation when I woke up.
Several hours later I did wake up. We were going to land shortly and I went to the stewardess to get by bottle back. But she would not give it back to me! At this point my good will came to an end. We had an argument during which I managed to stay polite, but the way the 3 stewardesses talked to me was astonishing. They spoke in a tone as if I was some kind of criminal, not a paying customer.
I must say, if American Airlines (or maybe all US-based airlines) have some kind of weird rule against drinking alcohol - that is fine with me. I will simply nor fly with them again. But the way to deal with the situation during the flight was to approach me and say something like "Excuse me Sir, it is not allowed to drink your own alcohol on this flight. Would you mind refraining from doing that?" And of course I would stop drinking.
Considering how aggressive and impolite the stewardesses were during our conversation I can even imagine another outrageous, but still conceivable scenario: They could have approached me and said something like "Excuse me Sir, it is not permitted to drink on this flight. I am afraid I must confiscate your bottle. Could you please kindly give it to me?"
But none of this has happened. Instead, they simply went and accessed my property (i.e. my bag) without warning or explanation! I hardly think this is legal. If I had a little more time I would be very tempted to check whether I can pursue a legal action against American Airlines for this outrageous behaviour of their staff.
I explained all of the above to the flight attendants in a displeased but calm tone, but instead on apologising they quoted me some regulation in a tone appropriate for a misbehaved child, not for a fucking paying customer. They told me that this regulation was announced, but this was a clear lie as I had listened to the announcements carefully (this is how I noticed that the drinks were not free) and nothing along these lines was mentioned.
This was by orders of magnitude the worst way I was ever treated by an airline.
After telling the story to a few friends who commute between Europe and the US on regular basis I was told that US airlines generally treat intercontinental flights no different than US domestic flights - i.e. similar to the budged airlines that fly within Europe or Australia - no extras and no service. But while doing so, they are no cheaper than other airlines from all over the world who offer real service, friendly staff and proper catering. I do not know to what extend this is true for all US airlines, but I will be careful booking tickets with them in future. And what is certain is that I will give my best to never fly with American Airlines ever again. And if by telling this story I saved at least one person from the horrible experience of flying with American Airlines, then the time spent writing this post was well spent.
American Airlines review bottom-line: never fly with them!
Just before we landed they have eventually returned my property, but I had to leave the plane as one of the last as I could only stow away the bottle into my tightly packed bag after we have landed.
Yet, once I left the plane I had forgotten about the rude idiots of American Airlines. Too long have I waited to be here again. In just a few minutes I would be in London..
Comments
Wow after reading LOTS of comments on American airlines, I am dreading my next trip. Thanks god that the London to USA aprts (and back) are using BA. Problem is our flights from vegas to NYC, and NYC to Brazil and back. I don't stress about drinking on a plane, however a wine or a beer or two always goes down good, and helps to sleep.
I agree with the poster 100%. Going into someones property is illegal. Hell someone got prison in the UK for stealing a bottle of water during the London riots. Same thing, taking an other person property without consent is stealing. And punishable by law. Some countries punishable by loosing your right hand!
OH forgot to mention, only flying AA on this trip as it was super cheap. But after reading all this and more on other sites, would have rather paid more for a better airline.
no that is not true. if everyone would stop flying our government will just give them a bailout for their loss of revenue. they could care less about customer service because they dont have to compete. our airport are just huge prisoner training camps. in fact my brother was telling me how much the airlines reminded him of prison. same attitude and everything. dont like it, dont fly is the common argument, but that doesnt hold much weight. we need to be cut off the government tit.
i had a recent had the pleasure of flying with them and i for one will never fly AA (Always Assholes) again.
FUCK YOU AMERICAN AIRLINES!
I also abhor AA. Flight from ELP to DFW came in late and we were at the back of the plane, so we’re one of the last off the plane.
We rush through DFW but my 5 year old daughter HAD to use the restroom. So rather than have our little girl pee herself we stop for a quick bathroom break before we continue rushing on through DFW.
My husband is hefting our carry on bags and herding our two young children as fast as they can go once we get of the shuttle whereas as soon as the shuttle doors opened I sprinted all the way out of the shuttle and to the desk to let them know that even though we’re a tad bit late we’re moving as fast as we can.
One of the AA guys at the counter was very rude, inconsiderate, and highly unprofessional suggesting my husband and two little girls “hurry it up” even though they were moving as fast as they could. He gave me all sorts of insulting and snide comments suggesting that this flight was being delayed solely because it was entirely our fault… no consideration to the fact that the connecting flight that brought us to DFW was late! Just as I looked at him and was about to ask him his name he took off down the ramp towards the plane. I never did get his name.
Perhaps it would have been better for AA if my daughter had wet herself and then had to sit in a pee soaked seat the whole flight. We didn’t even get out ticketed seats and with the mess of the situation they rushed us to the seats we ended up sitting in so quickly that if my daughter had wet herself we wouldn’t have been able to change her until after the plane was in the air.
It was embarrassing and shameful where they priorities were and the way we were treated. To make the matter all the worse we weren’t traveling for pleasure we were traveling due to a death in the immediate family! Now that’s service!
As for the lovely FAA... does it not occur to anyone that US regulating bodies really have no authority on foreign soil?
Not suggesting someone would wish to undertake the heartache and hassle, but when over international waters and traveling to a country other than the US all the FAA regulations don't matter unless the country you're arriving in has similar regulations in place!
I agree that the flight attendant should have approached you in the manner described before taking your bottle. BUT..it is true that she took the bottle while you were in the lav because that is when she first SAW the bottle, left, as you describe, on your seat. Perhaps this was done to save you any embarrassment. Perhaps it was also done to prevent a confrontation. After all, the flight attendant knew you'd been drinking and couldn't have predicted how you would respond.
It is illegal (not just airline rules, but FAA rules) to consume alcohol on board that was not SERVED on board. Think about it: What if EVERYBODY on board did this? What if just TEN people on board did this? What if they're sitting in the emergency exit row? The FAs would have NO IDEA who is drinking, nor how much. NOT a good idea.
I take it on faith that you would have, indeed, cooperated and handed over the bottle. A lot of people wouldn't and that's the reason I can see for why she took the bottle while you were gone. I might have made it a point to meet you as you emerged from the lav and explain things there with my colleagues as witnesses as to how the situation was handled (in the expectation that a complaint might be lodged by you with the airline).
My understanding (and I am a flight attendant) is that you could bring the bottle on board, hand it to the FA and say, "This is my own bottle of whiskey. I would like to be served from it and to have you return what is left as I deplane." And in that case, I am to do just that, and would be happy to. This way, I know how much you've had (at least how much you've had on my plane) and I can stop serving you if you seem inebriated. This is the rule, but my take is that few people really know about the rule. It's not advertised (for good reason; again, what if EVERYONE did this, or even just ten people? We'd have ten open full-sized bottles back in the galley).
I'm sorry but that is absolutely ridiculous! whatever their reasons for that rule, this poster clearly DID NOT KNOW that was the rule- and that is the inevitable thing when you charge extortionate prices for a bad product- thats basic business logic- regardless of whether it is right or wrong- if you have customers who have 2 options for 10hrs which they are trapped in a plane: good products for a very decent value or your very very bad value for money products- of course they are going to go for the former!
and fair enough! I dont care about legilty- charging 7 dollars for a shot of whisky or whatver is just an immoral, a**hole-y thing to do and the least they could do is be polite when a paying customer is quite reasonably assuming they are able to consume a product which they have bought and own unless otherwise (clearly) stated
and sure- it would be a problem if everyone bought and drank bottles of spirits- but the fact of the matter is that they DONT - and there is absolutely nothing to lose and everything to gain in being polite to people first!
and why should people cooperate and hand over their property to be confiscated by some airport staff?? if they make a point of making damn sure everyone on board is very clear and couldnt avoid learning that this is the rule, thats one thing, but as this guy said, they absolutely didnt- because they are horrendously incompetent in everything they do as a company. its their fault if they have a rule which is not obvious and they do not inform people of it- and if the do not inform people they have no right whatsoever to confiscate property without authorization (which basically constitutes stealing) - whether people are polite about it or not!
Greg, one can bring any sort of liquid on board, so they have to keep the precaution.
First, I removed the link to the commercial site you posted. Come on bloody spammers - give it up!
Second, your comment does not make a lot of sense: There is plenty of security in the airport; the bottle was brought on the plane in an appropriately sealed bag from a duty free shop at the airport of departure. It is not the stewardess' job to take my property away, otherwise they would do the same think with everyone who has a bottle of water. In any case, however, the proper way would be to ask me rather than to steel stuff from my bag!
I am not surprised at your comments. All US carriers are very notorious for their lack of service---the flight attendants are old and grumpy and could care less. A far cry from the grace and politeness you see on Asian carriers. Also, now they use security concerns as an excuse for everything from incompetence to poor service----any hint of complaint from a passenger and the steward will threaten to have yu arrested. What can you do ? STOP FLYING THESE AIRLINES and they will turn around. Fly British airways or Lufthansa (but not Air France or KLM). Use Asian carriers or Middle east carriers when possible, even if it means changing planes.
no that is not true. if everyone would stop flying our government will just give them a bailout for their loss of revenue. they could care less about customer service because they dont have to compete. our airport are just huge prisoner training camps. in fact my brother was telling me how much the airlines reminded him of prison. same attitude and everything. dont like it, dont fly is the common argument, but that doesnt hold much weight. we need to be cut off the government tit.
i had a recent had the pleasure of flying with them and i for one will never fly AA (Always Assholes) again.
FUCK YOU AMERICAN AIRLINES!
Did you ever think they are having a bad day, and took your alcohol from you so they could avoid embarrassing you in front of others? Oh, and another thing, and stewardesses job is a lot thank-less than yours I bet. My last comment, the noun you are referring to is a plane!... not a plain... A plain is a wide open flat-land.
You may be right, but I do not see how this is an excuse. Certainly they managed to screw up my day too.
As for the plane/plain typo - thanks for pointing it out. Typos happen. I fixed it.
I hate american airlines! their staff is SO rude. they have lost my luggage 4 out of the 5 times i have used them over the last year. after i was yelled at by a staff member, followed by the sarcastic remarks i got by his manager, the tears came. i felt so stupid for repeating my business with them after so many bad experiences. although i would like to save money by using them, i’d much rather pay extra to be treated respectfully by another airline. AA: NEVER AGAIN!!
Indeed, indeed, I agree.
Changing the topic slightly - the word "chiropractic" appeared at the end of you post and linked to the address "chiropracticspot dot com". I sympathise with your bad experience with American Airlines, but hell - why won't people just quite link-farming in my blog!
well, in that case its a question of security. i am sure you can work out why ;)
I am not trying to excuse rude behaviour but a plane is not really about good service (first class might be an exception).
of course it's about good service!! if you payed some ridiculously low price and sat on wooden seats and got no food but got across the atlantic for 100 dollars that might be one thing (Im basing this on cross-country travel in asia...)
but ANY service where the customer is PAYING- it is about the quality of the service- treating your passangers like this on a flight is like expecting people to buy their groceries from a pile on the floor or expecting people to buy clothes for the same price we pay but which have stains we have to remove first- its just not on!
you charge hundreds of dollars, pounds whatever- you have to provide a DECENT service- there is absolutely no excuse for paid professionals not to act like professionals- telling people off for doing something totally reasonable and when they have not acted that way to you, when they are the ones paying your wages is not professional
Oh yes, it is definitely a question of security! For instance you are not allowed to take liquids into a plane these days (I bought the bottle inside the security zone, so this was not an issue). This may be annoying, but they clearly advertise it before. And even if you forget, then they ask you to hand it over, rather than just grabbing things from your bag without warning.
That's what I wrote above - if they would have simply come to me and said - Excuse me Sir, this is not allowed, would you kindly let us hold on to the bottle until landing, this whole story would be much less of an issue.
Finally - if it is security - why is it secure to get a lot more pissed on a British Airways flight, or on Qantas, or KLM Royal Dutch, Malaysia Air, or who else I flew with and forgot...?
All airlines have a rule against drinking you own alcohol on board. Its weird but is the same in restaurants. While it might not make "common sense" it certaintly does economically :)
Still, having travelling only 4 times in the US, I can support your claim of american unfriendliness when it comes to airports/planes...
Have fun in Redmond!
But how does it make sense economically to not let you drink your own drinks if you can have their drinks as much as you want for free? (this relates to non-US airlines)
As for US-airlines, I think that this was is a case of something typical here: most of the time the service here is excellent and the compensation for the workers providing the service is based on tips. As soon as you get to any place where the service is not based on tips, people start treating you like a piece of shit. (Of course, there are some pleasing exceptions to this, but this happens often enough to be regular.)
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