Blogging is a powerful thing it can cause those of us on the fence to make a decision one way or the other on using a service in this instances that service is an airline.
Over the past 2–3 years I have had my issues with American Airlines as well. My issues were similar to Dave Winer and since I was flying a lot of International flights as well as domestic with them. It always seemed the domestic crews had this screw you attitude, while the International flight seemed to have better crews and agents.
It came to a head on a flight to Dallas out of Honolulu in 2005 when I had a confirmed business seat that I had booked six weeks in advance that ended up being given to another customer for an unexplained reason, and I was bumped back into coach. While they did refund me money it was the worst customer service experience I have ever had.
I rarely fly business class because it is just to expensive, but their are times when schedules on the other side of the pound require I try to be as rested as possible as most flights out of Honolulu are redeye flights.
I was near the top of their totem pole with their AAdvantage Frequent Flyer plan and although we have used all of our miles with them since that incident we have not paid for another ticket on American Airlines since.
I can see that American has not changed their ways much in the past couple of years and Dave’s experience reaffirms my commitment to continue to not fly their airline. When you make a customer angry repeatedly and treat them like trash do not expect them to come back and be a customer anytime soon. Scripting.com