When I say that my experience might be part of the reason why American Airlines lost $473 million during the first quarter of 2025, I do not specifically mean the actual experience itself; but rather, the way the experience was handled, as I certainly cannot be the only customer who was disappointed by the performance of customer service — or lack thereof — by the airline in recent years.
My Experience Might Be Part of the Reason Why American Airlines Lost $473 Million?
Expectations are higher when traveling as a passenger aboard airplanes that are operated by legacy airlines — and rightfully so, as customers pay more money to have a better experience than with an ultra-low-cost carrier. To be fair, the mediocrity of my recent experience with American Airlines was due to the effects of Tropical Cyclone Alfred, which affected flights in Brisbane — so the airline can say that it was because of inclement weather that was out of its control, which is indeed fair enough…
…but the airline could have done a number of things to have improved and elevated the experience for me as a customer. To not offer something — anything — for an unexpected overnight layover of eleven hours in Dallas was disappointing. In fact, we were denied anything that we requested after waiting a long time in the line for customer service at the airport — and calling the customer service department of American Airlines only resulted them in telling us to wait in that line. We were left to fend for ourselves that night with regard to food and lodging.
Having to wait in line for greater than two hours to obtain vouchers for meals and lodging after the flight was diverted from Brisbane to Honolulu was unnecessary — especially after all passengers were promised to receive these vouchers via e-mail messages. That never happened with some passengers — including myself — even though upon asking one employee of the airline, she condescendingly told us that we would receive our vouchers. Calling the customer service department of the airline once again proved to be fruitless with regard to resolving the issue.
We were eventually given vouchers for $25.00 for each of us for food, which does not go very far in Honolulu. The lodging choices I was given consisted of three motel properties — all of which received negative reviews — after a delay of eleven hours and a diversion. I had to request for a decent place to sleep for the night; and that request was finally fulfilled.
The flight to Brisbane the next morning finally departed 31 minutes late with some of the worst catering that I have ever experienced. The food was of such poor quality that I barely ate anything other than a few snacks for nine hours.
After describing this awful experience to American Airlines, this is the official response that was received:
Thank you for your most recent response. We appreciate the opportunity to assist you with your request.
In reviewing our records, your flight cancellation was caused by weather. I understand the inconvenience this situation has caused but we do not offer compensation or reimbursement for out-of-pocket expenses as a result. I can certainly understand your frustration arriving two days later to your designation. While we recognize that we may not always agree upon a resolution, we will continue to do our best to be supportive as advocates for our customers.
Our team members evaluate all available information to determine the best solution for all customers impacted by a delay. While we understand you would have preferred to be on your way as quickly as possible, we typically don’t arrange for alternate travel accommodations when we expect the problem to be resolved relatively quickly.
In the event we need to reaccommodate you on another airline, the other airline must be willing to accept our rebooked customers. In some cases, they may not be able to accommodate our customers due to availability constraints or for other reasons related to their own operational needs. I apologize for any inconvenience caused as a result.
We appreciate your AAdvantage® loyalty very much, and hope to have the opportunity to welcome you on board another American Airlines flight.
Well, I guess that is that: case closed.
You can read more about my experience — as well as view more photographs — here in this article.
Final Boarding Call
Reports emerged last month that Scott Kirby — who is the current chief executive officer of United Airlines — does not believe that American Airlines can be a premium carrier. Based on my recent experience, I completely agree with him.
I have repeatedly stated over the years here at The Gate With Brian Cohen that any company can give good — or even acceptable — products and services when conditions are normal. What truly tests a company is when conditions go awry…
…and although American Airlines did not completely fail in their attempts to provide the best outcomes as a response to conditions of which it was not responsible, I do not believe that the employees of that airline did their absolute best, either. They could have done many things that were within their control that would have improved the experience. Better information technology is a start: I should not have to wait in line for greater than two hours after a long flight and a delay of eleven hours the night before. The food could have been upgraded to tolerable, as what was served was an embarrassment, in my opinion.
Those two of numerous examples is what American Airlines lacks and what sets the airline behind from Delta Air Lines and United Airlines.
I do not expect American Airlines to be able to control a tropical cyclone. I can even understand them refusing to pay for expenses that I incurred as a result — such as lodging reservations that became non-refundable during the delays. That is what insurance is for; and I have already begun that process with the issuer of one of my credit cards…
…but I certainly expected more from a legacy airline — and despite reports of their own issues with customer service, I am confident that both Delta Air Lines and United Airlines would have handled this experience significantly better than American Airlines…
All photographs ©2025 by Brian Cohen.
