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  • First off, American Airlines is doing nothing to set them apart from competition. Today's sad state of air travel in the U.S. is shockingly miserable. The legacy carriers have monopolies that force us to use them and force us to accept their lousy policies and horrendous customer service if we have to fly. I have been a gate agent for 3 years and a flight attendant for scheduled service carriers and charter airlines for 22 years. Every time I travel as a passenger I am shocked by the lack of professionalism displayed by the majority of gate agents and flight attendants serving the general public. If your flight departs and arrives on time it is considered a job well done. I consider that meeting a standard. Unless you play their game and pay extra, you are stuck with a middle seat. It used to be that you could approach a gate agent working any flight and they could quickly open your flight to accommodate your request to change your seat. It was a pleasure to help a customer. Today you are told that they can't do that. It is a combination of company policy because the airline is still trying to get customers to pay to change their seats and the general apathy that seems to be a job skill required to work for a scheduled carrier today. I feel for those traveling in groups or families who have to rely on the kindness of strangers once onboard to help swap seats so they can sit together. Gate agents and flight attendants used to work as a team to monitor remaining overhead bin space. On my flight last Friday the gate agent arbitrarily decided to begin checking bags. Checking carry on baggage is a good idea when necessary. It is disruptive to the passengers when it is unnecessary as was the case here. As I walked down the aisle there were three empty open overhead bins. God forbid the crew and gate agents communicate for our convenience. You could tell the gate agent took pleasure in exercising her authority. I can only imagine if you protest what comes next, denied boarding, call to security or police?? So I complied like the sheep American Airlines and other carriers have trained us to be. On my flight to Vegas I had one great flight attendant. You could see her demonstrating good customer service skills. Unfortunately there were three more who liked to congregate and have loud personal conversations we could not help but hear. Those three also must enjoy swinging their wide hips into each aisle passenger's shoulders as they waddled down the aisle, also touching seatbacks, as if they had no FA skills or consideration of passenger comfort. When did it become the norm to provide one beverage service on a 2 and 1/2 hour flight? They really have us trained to accept poor customer service. I wish everyone could fly charter and experience what air travel should be. As for me, I don't even bother using my rewards numbers anymore as that program is worthless. The airlines only want you to sign up so they get your contact information.
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