Got an email from AA claiming this video would "share a few ways American has made travel even easier and more rewarding than ever." The video did not explain a single way travel would be easier or more rewarding. But thank you for not making me watch more than 1 minute and 26 seconds of not explaining how travel will be easier and more rewarding than ever.
Congratulations on the huge promotion! Here is an opportunity to make the AAdvantage better. Get rid of the expiration of miles. United, Alaska, Delta, and SWA don't have them. Join the crowd.
I SECOND THAT! I just had to utilize my miles to retain my status… THAT SUCKS! And I’m going to fly DELTA now until American improves their FF Program, because THERE IS NO AADVANTAGE! Also, these layovers where there once were DIRECT FLIGHTS, YOU CAN KEEP THAT TOO! 😡😡
As a 30 year AAdvantage member and a decade long EP member, I have been very loyal. Mr. Isom, you have a lot of work ahead of you to convince customers like me that there is still value in continuing a relationship with American Airlines. Your new elite status system looks to be one whose main goal is removing most of us from your rolls.
It's not just promised elite benefits not delivered or not keeping up with the competiion, it's the way I've been treated (disregarded) as a paid premium passenger during irregular ops. Multiple times. I was an AA fan-boy prior to the merger. I'm currently a (happy) Delta customer living in DFW. I can be won back, but service must make some significant improvements.
Couldn't agree more, Delta is in the process of trying to win me over matching my EP status for 3 months. I have not been impressed with AA as of late and think they are going to ruin the current program by giving away status if you just use their AA credit card
AA has been a horrific experience every time I have flown with them. Customer service is terrible and price is garbage when you consider the experience other airlines provide. Then you consider the "partnership" between JetBlue and American in NYC and Boston and it feels more and more like the airlines of today are the same as the airlines of the 80s/90s that screwed everyone.
Exactly. I have 2.6million miles on AA, have been ExPlat, have been Concierge Key. At this point, I am flying 100% on United as AA has taken my loyalty and destroyed it. You sir have a lot to do to win folks like me back. Happy to provide my AAdvantage Number if you'd like to chat.
Very true that elite status seems to have gotten even more difficult to attain and maintain. There are many including myself that never stopped flying even through the plandem. Loyalty to those who fly week-in and week-out should be a priority, it’s not hard to identify the folks that fly on a weekly and daily basis. More so than the infrequent flyers that boost stays by other means
I appreciate Mr. Isom's comments but until he takes a transatlantic flight in economy class on one of his planes, I don't think he will have a realistic view of what American offers its average customer.
C'mon, you paid the lowest fare to be able to fly in economy class. What? It took you a whole 5-8 hours to get to Europe, vs. weeks/months on a boat for our ancestors. They'd have been so envious of you, even had they been in a middle seat.
@@loarbmhs1 🤨A boat that ancestors took? Please do tell us what that has to do with flying economy in 2022!!! Sounds like you are just a sad and pathetic “social justice” leftist!
I agree. I only fly American because I have to, they’re the only ones that go a certain domestic destination I go to and I’m really not impressed. Zero entertainment, no tv’s, wifi doesn’t work, terrible seats, outrageous prices..
Congrats on the new position! As a Platinum AA member, it would be wonderful to have free WiFi and Admirals Club Lounge access. Even with a First Class domestic ticket of $3,000+, we still have to pay the $9 in air wifi fee and cannot use the lounge for w/in N America except for certain routes from NY or LA. Other airlines are much more generous. Pls reward your loyal customers with a few extra perks.
SO VERY TRUE! We have regularly flown first class and have been refused "free" access to Admirals Club several times because a first leg of international flights within N. America, not to mention the other nickel & dime cheap tricks. It is disgraceful, and we will use up whatever AA miles we have left and then go elsewhere.
The most exciting part of this video ... ? The comments ! I felt so alone in my dissatisfaction of American Airlines until reading the comments here. I was part of American West, which was bought out by US Airways, which bought AA. I've had "elite" status for over 20 years (albeit as a lowly Gold member) -- I've watched in dismay the reduction in "elite" perks, the reduction in flight service, the reduction in seat room ... and like many others here, loss of "elite" status for 2022 (Gold in my case), unless I pay $550 or give up a equivalent amount of miles. Not an impressive start to Mr. Isom's reign. Anyone at AA remember the massive bailout AA received from us, the US taxpayer in 2020?
Funny comments. Spot on with regard to the bailout but USAir did not buy American Airlines...it was a merger. Secondly, America West/USAirways had no service or "elite" perks. It was a low cost, no frills operation, much like the current edition of American. Unless you were an Advantage member during the late 80's and 90's you have nothing to measure this current American Airlines product by (comparison). This American is a far cry from that version from long ago. This one does, however, closely resemble that awful concoction of USAirways I experienced once a few years after the AWA merge. American has a mission statement/identity problem. Are they full-service carrier or a low cost one? All indicators point to the latter. They will never compete with Delta or, (I can't believe I'm saying this) United as long as their employees or their passengers have no idea who or what they are.
America West purchased US Airways in 2005, while the latter was in bankruptcy. It would be unusual, and quite a feat, for a bankrupt company to purchase a solvent one of that size! HQ was in Tempe, ATC call sign was "Cactus."
So... I get that this guy wanted to announce his rise to the position. And his PR team wanted to sell it and get it seen by as many people as possible. Par for the course, there. But the email I received stated that he wanted to explain ways in which my travel experience would be improved. NONE of that was present in this video. In the retail industry, that's what's called "Bait and Switch." And a wonderful way top turn what OUGHT to be an overall POSITIVE thing into something seen by people as a NEGATIVE thing.
I am lifetime Gold with AA. It has been difficult to watch the slide in both service and hospitality from AA over the past decade. I've also been in branding and marketing for 30 years - and I have to say, I never bother to watch videos from CEO's/brands. It thought I would give you a fair shot. Good tone and style. No information whatsoever! Not worth the minute and a half to watch. Oh, and I NEVER (and I seriously mean never) write comments on videos - but I'm hoping that you actually review comments and take action on improving your marketing strategy and tactics in the future. Not to mention the service... Good luck and take care, AA.
First time for me commenting on a video too. Bunch of BS & fluff with an airline that has been treating its customers & loyalty members like garbage for years.
I'm also AA lifetime gold - million miler. Never really experienced any "advantage" or satisfying experiences with that status quite the opposite. As a result was flying with Jet Blue & Delta the past few years - better experiences with them; but will be trying AA again my next few trips though my hopes for an improved experience are quite constrained.
I’ve been a gold card member for 20yrs and for the last 10yrs I have had better experiences with delta for international travel. I hope aa can improve customer service
Here's a tip: set it to double speed to see if they say anything at all. Also CEOs like this, people with absolutely no vision, are constitutionally incapable of doing something good. All they can hope to do is not screw things up: which is why they produce puffy nothing. Not rocking the boat and producing puffy nothing is how they made it this far: why change things now?
Some ways you can do First, Get rid of Expiration day of mileage Second, Get rid of giving half mileage(I've never seen from other airlines. Wow, it's new!) Third, Hire friendly and kind flight attendents and pay them proper wage Four, Let us send two free checked bags not one
Dear Mr. Isom, it is a pleasure meeting you virtually via your video presentation (I trust your senior Team will expeditiously share this candid message with you). You present a pleasant and apparently genuine demeanor. Thus, I will be reticent with any criticism consequent to the increasingly horrid experiences that I, along with innumerable other loyal customers, have collectively endured as your AA passengers; especially given that said disappointment was not under your watch, nor your responsibility. As a loyal decade-plus Ex. Platinum Aadvantage member, I have a thoroughly informed view of your historically-fine airline since the apex days of Robert Crandall. Everything evolves, as it should, and market environments change; but in your new role as the figurehead and operational Chief of AA, could you honestly seek to keep this objective sincerely close at hand: AA was always the superlative US airline, whether traveling in Coach, Business or International Flagship First ... therefore, please genuinely attempt to restore AA to that superlative standard. Regrettably, your new commanding stewardship of AA has you today overseeing an airline that has lost its luster, quality and boundless limits that one had customarily experienced prior to Mr. Doug Parker's command. Mr. Parker and the conflicted legacy that US Airways introduced within AA's original DNA has left a negative mark. Perhaps you see that differently, but kindly respect your passengers with such long and recent perspective who categorically confirm the opposite and, therein, the needless decline of AA. Equitably, AA still has its moments when the company (especially your personnel) manages to truly shine, but these are unfortunately rare. It is the saddest feeling to excitedly board a flight from London, for example, bound for Los Angeles or Miami, still anticipating that once tangible magic of jetting across the Atlantic in style on a 777-300ER, only to have what was once a reliable certainty consistently evaporate once wheels-up. That magic was irrefutably there ... the food long-ago was divine (genuinely tasty, authentic, and well-prepared meals ... PS, banish those cinnamon breakfast croissants and offer a properly plain-original warm one?); service was gracious (in all three cabins); and both professionalism and pride-of-work emanated from the entire crew (all smartly dressed and expertly presentable, which we the passengers always notice, value, and applaud). Perhaps you may opine that such a refined airline legacy is unattainable today; but if Apple can repeatedly debut a marvelous new phone, and Tesla can amaze, while premier hospitality brands still today manage to welcome guests with both refinement and casual comfort, then certainly you must try your most to restore AA to its proper and respected commanding place among US airlines. You have a brilliant and rare opportunity as of this moment to accomplish this and reverse past failures. Accordingly Mr. Isom, please aim for the superlative with earnestness and, in turn, inspire your colleagues and staff with the same lofty goals; and most sincerely, commit that AA shall not once again let your loyal customers down with such dismissiveness. I sense you demonstrate the potential to impress us. Delivering a new impeccable standard of commercial flight is now in your hands. I will be rooting for you and your newly-recalibrated Team. All of us who fly AA are invested in your success; thus inversely, please invest in and respect us, your loyal passengers ... and earnestly with absolute haste restore that original AA-signature thrill of jetting across the Atlantic, onward to Asia, down to Argentina, or simply and happily home to Austin. Congratulations, bravo, and all our best, An Executive Platinum Reinvigorated AA Supporter (AlexJHD)
Now what did I miss (besides loosing 90 seconds of my time)? I do not think I felt to sleep while watching this. I certainly did not hear a word about how he is planning to make travel easier or more rewarding for travelers. May be time for new PR team.
I am with others on this thread who find AA service awful. I have tracked so many communications and operational failures, it's pathetic. I now regularly file Dept of Transportation complaints - doing so is easy and, if nothing else, it adds to AA costs and helps reduce their ranking, which is totally appropriate IME. It would have been nice had the CEO addressed improving service. Did not hear anything that persuades me flying AA will improve.
The video did NOTHING to explain how travel would be easier. I can say from experience that American has a terrible loyalty program that makes it nearly impossible to use miles to travel
Agree, this video revealed anything just that Isom is the CEO which we knew. He and Parker have been together for 25 years so I dont expect much change. Like others I joined the program in 1985 and have flown 7 million real miles with AA but just dont see the value proposition anymore especially with the new Loyalty program which is deadly for a frequent flyer but lucrative for a frequent spender. Flew AA yesterday from LGA Rt to DFW and nothing has changed. Flew Delta last week and their team made we feel like they wanted me there.
Did you know you could take your frequent flyer miles printout to Delta customer service and they will auto promote you with management emails in less than a week?
Do away with expiring airmiles. My United Miles are for life, irrespective of how I obtained them, credit card or travel etc. the service so far on American has been appalling. Especially on Business. We spend all this money to fly and he perks and quality do not stack up. I had some vouchers during covid and could not travel - expired! Not happy. Give us basic incentives first and then try to appease us with the rest. 🙏🏼
I lose my AA EXEC PLAT status (elite status since year 2006) at midnight tonight 3/31/22. Now ironic that YOU SEND ME THIS EMAIL VIDEO on the day I go from first class to basic economy, lose access to black out dates with my 100s of 1000s of miles, and can't use my system wide upgrades that never had a chance to use thanks to covid. Bravo, Robert 👏 You've reeled me in.... NOT. Back to SW or DELTA I go. I've reported this video as False Information
Hey Robert, you should take a look at how someone with just under 1M miles is being treated by AAdvantage. I'm being told that I'm losing my platinum status tomorrow (4/1) as I was not able to travel due to Covid travel restrictions with my company and my clients. I'm just now starting to travel again, but I will be with the same status as someone that has NEVER flown your airline......does that seem right to you and AA? The only way to keep even gold, is to pay almost $500 or the same amount in miles, doesn't make sense to hold status for an obvious loyal customer as a money making opportunity or a way to claw-back miles. I would be very interested in a response.........thank you!
I switched to Delta in Jan because of this exact reason. They matched my status and I already earned enough to keep it. I was shocked at how much better they are in EVERY aspect. You will not regret switching.
Same, I actually wrote an Email to American and got a stock answer with no true answer. I've been loyal to American and a Platinum Plus member since before Covid, and now I'm either forced to pay $1055 to keep my status or start from scratch, if I have to start over, I'll go to another airline. this video did nothing but confirm how American thinks of it's loyal members.
Thanks American. I renewed my Gold Level status before it expired March 31, after receiving 99 email reminders. 42,000 points and $115 cash. Two days later I get an email saying "Congratulations we have granted you Gold status". Poor choice of words as nothing was "granted" and "congrats" not needed for being forced to pay points and cash to maintain status I have had for seven years.
As the previous responses all stated: How is American making travel on American more enjoyable and easier? My past few flights on American have either been cancelled or rerouted, with NO compensation, and 15 or more hours being on standby or sleeping on the airport floor. Agents have been rude and unsympathetic, acting as tho it was MY fault for the disruption in service. Don't even get me started on the Flight Attendants! When I was a flight attendant for UAL and USAirways, back in the 80s and 90s, we smiled, greeted passengers as individuals, busting our butts to deliver multiple beverage and food services. It was actually a joy to be of service and we were monitored closely to ensure we maintained the high quality of service that was advertised. NO MORE. If Robert Isom wants to hold true to his promise, he needs to start with customer service: agents, and flight attendants. American has to be among the worst for any kind of empathy, service, or plain ol' manners.
Most passengers are 'afraid' to press the 'call button' for a flight attendant. When they finally show up, they look at you like 'why are you bothering me?"
I agree whole heartedly about the flight attendant comment. It use to be customer service but now it’s disguised as safety. Since 9/11 they act like cops… your job is to hand out drinks for Christ’s sakes. However ALL airlines are the same (not just AA), if I ruled the world, their would be major changes to airlines
All well and good, but it still seems that American does not care about their AAdvantage members. Booked award travel to Europe for this spring and they separated my wife and me for all four legs. Their response..." Sorry, nothing we can do about it,". Not nice!
I've been a million miler for ten years, currently Platinum. Booked paid Business Class to Europe to travel this past January. Got bumped to Economy on the London-Lisbon leg and then again on the Lisbon-Madrid and Madrid-London stretches, without advance notice, explanation or reparation. Indeed, not nice!
Congratulations on your new position. You need to strive to make flying enjoyable, comfortable and most importantly safe. We typically fly American because that's where we have our frequent flyer miles and we use American to go to SXM every year. We became American customers because we were USAirways customers and service got worse after that merger. The hub should never have been taken away from PIT. Charlotte is an absolute nightmare now! American's seats are one of the worst for comfort, if not THE worst. You have squeezed too many in the plane and there is not enough room. The middle seats are absolutely unacceptable, so much so that my husband & I book 2 aisle seats across from each other so that neither of us has to endure the middle seat misery. And who thought it a good idea to never have enough food on board for everyone that wants to purchase something? I remember when I started flying at the beginning of my career...comfortable seat, free hot food (even in coach)...it was a pleasurable experience on USAir. This past Christmas, we flew Southwest to PIT to visit our family in our home town. We had to use Southwest to get direct flights and they were more affordable. Even their seats are more comfortable than yours. I don't know if you'll even see this comment, but I hope someone shows it to you.
I did not hear two things: how American is making travel easier or how American is making travel more rewarding. How about a rerun so I will not treat anything I hear from American as suspect?
Mr. Isom, My wife and I try to fly American whenever possible and are members of AAdvantage. We were disappointed and surprised that our credit for first class flights during covid expired on March 31st. This was a lot of money that we will never recoup. We hope that this money plus interest will go to a good cause.
Thanks for the positive message and welcome to American. As a former very frequent flyer and current periodic flyer, I will ask that you consider making ALL the seats more comfortable. That means thicker seats, longer seats and more leg room. The airline industry for years has been trying to get as many people on each plane as possible and that has made air travel far less enjoyable for most people, at least those who have flown a fair amount through the years.
I agree, what about this video explained how AA is making travel easier or more rewarding than ever? In your new role as CEO, take a look at how Delta does it as they treat their frequent travelers far better.
Almost my exact response! Thank you for making the comment. I enjoy the way Delta treats me as well as their frequent flier program...miles NEVER expire.
Traveled AA for years - they pushed me to Delta this year through a series of events and boy did I not realize what I was missing! I would never look back! Thank you to AA for helping me see how good it could be. The cheapest seats on Delta are better than the best on AA. Amenities and options are 100% better on Delta. Not even close.
I feel the same way. I flew AA for 20+ years and now do everything possible to avoid AA. I still have status with AA but would rather travel Delta with no status at all.
Robert, welcome.. Please have a close look at your Advantge awards.. What ever happened to the 20K mile "Anytime" awards that are still advertised on your website? Lately an anytime awards means if you have 40-50K miles, you can fly one way, anytime. And gone are the 12.5K one ways.. They are very scarce. First the mile has been devalued (1 mile flown 1 mile) and now this.
Yeah, I took a flight with miles in the MilesAAver non peak season in economy to Hawaii and I ended up paying 100,000 miles round trip in ECONOMY for MILESAAVER AND IT SHOULD HAVE BEEN LESS OH MY GOSH
"Today, I want to share a few ways American has made travel even easier and more rewarding than ever" ...said absolutely nothing about either of those things.
Did the person who wrote the email not Watch the video? Not a good start misleading people with NO info whatsoever. Or did they just want the clicks? SMH.
My suggestion is to take the multi-million dollar salary of American's CEO and put it into customer service. Thank you for letting us know who you are. I do appreciate that. Happy to share my story of flying with American.
Your flexibility with reinstating miles goes a long way in keeping me loyal to AA. Please don't change that in the future. Being able to cancel a flight at the last minute goes a long way in choosing what airline or what credit card I choose to use.
And I can keep my platinum pro status now that I’m flying again for the low low price of $1595. Thanks for pushing me to look at other airlines post-covid
I really wanted to believe in the “reliability” part mentioned in this video but my last three flying experiences with AA were made of multiple delays and cancellations
Congratulations Robert! Good for you. And thank you for the email alerting me to watch the video that was going to enlighten me with a few ways AA has made travel easier and more rewarding. You want to make AA easier for its customers, quit cancelling flights two hours before boarding. That happened last July when I was flying to Roatan. You could have more reservationist available for when such an event happens. Standing in a line with all the other passengers for over two hours was beyond maddening. Make sure our luggage follows us. I planned a two-week dive vacation and did not get my luggage until day 10. AA used to be my first choice in flying and now you are my last. But give it a shot, Robert. At this point, the only way to go is UP.
Sure hope you analyze the current experience for your patrons. Frankly, your overall service levels (that were already very low) have become even worse since COVID started. Flying with AA is, unfortunately for me, a necessary evil that I can't avoid. Flights get more expensive and the experience continues to deteriorate...
Robert, as one who worked in the Industry. I am a former manager with America West, you can start by using your leverage and rescind the contrived mask mandate. Lobby the transportation secretary. When you can find "it". Secondly, your AA advantage loyalty program is in direct need of a complete restructuring. Doug Parker left you a mess. Third, benchmark off Southwest Airlines their customer service and 1st tier maintenance program. Your reliability reports are not the best in the world. If you're going to sell and send a UA-cam video to hundreds of thousands of customers then we want specific information. NOT generally just platitudes and "we are gonna " be better. Tell me how!
As an Executive Platinum member whose ability and opportunity to fly over the past few years, particularly with business travel, has been limited due to the pandemic, I am disappointed that American is not extending eligibility for another year (March 2023) for all levels of members. I* think most would agree that flying as we have in the past remained a challenge in 2021. And loyalty goes both ways. As I read the comments below mine on this page I see that I am not alone in my sentiments. Please listen to your loyal members who are in recent months getting back to flying. Our messages to you on this page are consistent as we'd like to continue on an airline that has become part of our families. My name is Richard Cerenzio should anyone like/choose to discuss further. Thank you.
I've been in communications for over thirty years, running comms for two Fortune 50 companies, and I will use this as an example of over-promising and under-delivering. Whoever thought this was a good moment for a new CEO ought to be thinking of a different career. I quote the intro: "Today, I want to share a few ways American has made travel even easier and more rewarding than ever." No new information, not a single fact, no ways "American has made travel even easier" as if it was easy before. A bunch of platitudes that any CEO can say about any company. I was curious to see if others felt the same way and my goodness, the thread below says volumes. These aren't your internet trolls who only throw stones...they are some of your most loyal customers telling you that you totally missed the boat with this vacuous video.
I have been traveling AA for the last 35 years and I am gold for life. Their service has never been so bad. Lately I have been traveling United and the contrast in service is amazing. Nice first class meals and drinks, FRIENDLY flight staff, wow imagine that! On a flight from Phoenix to Kona Hawaii which is 6.5 hours I had to argue with the cranky elderly flight attendant to give me the entire can of Diet Coke while sitting in coach. I had to say to her “ I have flown one 1.5 million miles on American and you won’t give me the entire can? “😳 You need a complete overhaul of your airline from staff friendlyness to food to flights. I have started flying other airlines. No more loyalty to AA.
Let's begin with the fact that this gentleman is the hand-picked heir to the American throne. He was mentored, cultivated, and trained by none other than Doug Parker...a three time convicted DUI offender and leader of an airline that has resided in the bottom 10-20% of every meaningful airline/DOT statistic (on-time, customer complaints, lost baggage, employee satisfaction, etc.) since he took over. In addition, the owners of American Airlines, the AAL stock owners, have suffered for over a decade. The stock has been an industry laggard for many years now. On every conceivable level this company has failed. I would venture to say the average American employee and their loyal passengers have no idea what their mission statement is. Success is impossible without a clear and cohesive mission statement. How the feckless American Board of Directors (Parker also happens to be board chairman) allowed this to persist is beyond comprehension...and then to allow him (Parker) an unfettered, unilateral say in the selection of his successor is equally incomprehensible. American needs to shake things up. They need an outside LEADER with vision, heart, compassion, and a clear idea and ability to rebuild the brand. I certainly would distance myself from anything remotely tied to Douglas Parker. It was a failed tenure, directly tied to all that is bad about the airline business. American was once a really good airline but it hasn't been for far too long.
I have been a gold member for many years. The deterioration in service on your airline is shameful. Limited service, higher prices and fees, and staff who really couldn't care less. I have started choosing other carriers.
As a Concierge Key level flyer, with close to 6 million miles I think it has been apparent for quite some time that we, the paying customer is there for the convenience of the airline, and not vice versa. The CK program at one time offered and provided meaningful perks and benefits. It now consists of a “thank you for your loyalty”, and occasional greeter at the gate to say hello, and a rare actual helping hand with something. Otherwise the value of the loyalty I am thanked for is dismissed further every time I fly. THERE IS NO REASON TO BE LOYAL TO ANY AIRLINE. Find the best fare for you, at the best time, and buy the ticket. Insulting, arrogant, and disengaged is what AA (and almost all domestic carriers) have become. Shame on you. Enjoy your tenure as CEO of what ultimately is a race to the bottom as a business.
Reminds me of flying a few months ago. I was struggling to put something into the upper bin (after having a mastectomy) and the attendant just watched me from about three feet away. I gave him a look and he said, it wasnt his job (to help me). You are so right...get the best flight at whichever airlines works for your particular trip.
Those characteristics you laid out in describing AA? Those are the characteristics of the people in this country, begging the question -- "Who _raised_ these people?"
I have been an AA FF member from almost the beginning of the program and until about 2 years ago it was our first choice airline when service was on our intended plans. Now you will no longer be that first choice without some changes, eg. no expiration of miles, comparable miles redemption with other airlines and better access to airport clubs.
The new loyalty point system rewards people that charge everything to their AA co-branded credit card much easier than those of us actually flying! Those who charge everything for their personal or, better yet, business life will be easily have elite status without having to step foot on an AA plane. It is no longer a "frequent flyer program" rather a frequent spender program so I am guessing their credit card spend revenue stream is better than their core business of flying! They did however leave a segment requirement to gain extras like headphones, systemwide upgrades, etc... Wow, thanks AA
And the segment requirement is unrealistic. A person flying 30 times on Basic fare may spend less than a person flying once on Business from JFK to LHR!
Aloha Bob! "Congrats on taking your next step toward becoming the AA CEO! I believe you can make AA soar again. I'm so happy for you! Keep going and don't give up! =)
One easy way to thank us is to follow the examples of your competitors getting rid of mileage expiration date. Nothing new, just follow your competition.
And agree with everyone else, the video announcement was a big "nothing burger" and we did not learn one thing about the latest and greatest enhancements to the AA program.
I love AA and have bee a AAdvantage member since 2003, but the new qualification scale is almost impossible to achieve Executive Platinum. Nowadays business travels are still restricted, hence achieving 200,000 feels like a roadblock AA is putting to the AAdvantage community. Hope this gets reviewed and adjusted
If you pay higher fares, as for example Business, the loyalty points earned are higher than legacy EQDs. So the 200K requirement is not outrageous - assuming you do spend dollars. Basically the new loyalty program is designed for high margin customers. Here is an interesting case study: a couple spends $1,500 for a last minute LGA-MIA-LGA on First. They are offered the bulkhead seats, because the good seats are all taken by EPs who paid $250 for that flight and were upgraded many days ago. That pattern repeats and AA realized that what matters for the airline is how much you spend and not how much you fly. It does make some sense.
I've only been a AAdvantage member for a couple years so I have little background on the way of perks/miles/etc. What I do hope happens is reliability and timeliness. As the pandemic subsides I feel more and more flights are impacted, delayed or cancelled due to AA staffing. I was steadfast loyal to American for those couple of years, but have started flying Delta as well, which has proven to be more reliable.
As ExPlatinum and Concierge Key flyer, AA's changes to the frequent flyer program are insulting when compared to your competition. You are losing my loyalty...fast! You are offering nothing more, perhaps less, than your competitors
Nice to meet you Robert and congratulations to you. I watched and listened to your “exciting” message. Your self introduction was great……did you lose the “how we will make American the airline of choice “ script? Put some meat on that bone!
My kids flew American just today and had a horrible experience. Flight delayed out of JFK, missed connection in London. They rescheduled them flying out of another airport to the wrong city to make up for it. Really???? They ended up taking an 8-hour train ride to their actual destination on their own dime after losing a whole day of their trip. Shame on AMERICAN airlines.
This reminds me of the time I stood in a long line at my local grocery store and saw a large sign telling me how fast their service was. It was all talk. I bet you can guess why this video reminds me of that!
Today we had an amazing experience at a flight ✈️ from Indianapolis to Dallas-Fort. Flight number 2456. Stacey and the whole crew did above and beyond. Great experience as always. Marianella Williams, Juan La Torre, Josefina La Torre and Brooks Williams. Thank you so much American Airlines 😘
Mr. Isom. Congratulations & best of luck in your new position. I hope you read the comments that have already posted in response to your intro video. It is this Executive Platinum member’s opinion that they express concerns felt by many of us….your best, most loyal customers.
Congratulations on your new very responsible position. We wish you success in your new endeavor and may you make American Airlines the best airline in terms of comfort and safety for its passengers.
Great to hear. I hope the new CEO means a fresh and better look with new ideas and projects for American Airlines in order to grow the costumer family and offer better services to costumers all across the airlines services.
The comments received so far (below) are right-on. No information from an executive and airline that has fallen far in terms of reliability, customer service and just plain travel satisfaction. Cut the PR; no one buys it and start to treat us as (formerly?) loyal customers.
Congratulations Robert! However as this comment thread speaks loud and clear as a lifetime Platinum with over 3 million miles and EP for over 5 years-- Please begin to treat those of us who fly AA with the dignity and respect seen on other airlines like real perks ie free Wifi, AA lounge and Flagship privileges, no mile expiration, upgrade when possible, no help when a flight is canceled even for EP except for a 4 hour call back!! The list goes on and on I live in Dallas and love AA but your service and care for passengers is truly not even in the top 20 - why is that so - perhaps you need to read Good to Great again as AA can and should be there -- so Robert if you really want to make a difference - listen to us who fly AA all the time RJR
After 2 years of not getting to travel, I am looking forward to flying again. I have been a loyal member for years. I'm concerned about the proposed slack in safety measures on the planes when it comes to airborne disease transmission. I have always felt, as a healthcare provider, that anyone who is exhibiting illness related to respiratory viral disease, should have to wear a mask. All the coughing and sneezing into essentially a tube we are all sitting in, makes me nervous. COVID just finally made that more evident. Over 900 people in the US are still dying of COVID each day. I don't think it is under control yet. Better, yes, not over.
Well, he could start by treating his "ExecPL for Life" customers better than the dirt under his shoes. I never thought I'd say this, but I now fly United on all of my travel, especially internationally. I gave up on American 3 years ago.
@@patriciademore7608 Yeah, I have Lifetime Platinum too, (foolishly) thinking, "Well, at least I'm only one level below the top." Never dawned on me that they'd add in Platinum Pro to devalue the worth of Platinum. :-)
As you work to improve the American Airlines customer experience, please take note that a significant portion of the population is not 5'2" and work to provide adequate leg room for your passengers in all parts of the plane. When passengers disembark with bruises on their knees, they are not excited about the next trip on American, when other airlines are more comfortable.
I am 5'3" and had plantar thrombosis after taking a 10.5-hour flight. I could barely move on my Economy seat throughout, squooshed as I was between the window and an obese man on the middle seat. He was a large individual who sat with his knees wide apart, invading my already-cramped space. Economy seats in AA aircraft are disgraceful.
Wow, almost everyone feeling like I do. I have been loyal throughout the pandemic, even flying throughout for my job. Flights canceled, flights late, then a new promotion program that tries to sell us on how much better it is for us. Beginning to sound like the government. But we can individually vote with our money. Not sure there are any good airlines any longer.
Mr Isom, Lots of good comments below but metaphors speak volumes for me. I'm sitting on almost a half million AAvantage miles for over 4 years. Granted the lockdown was in that time, but I just can't muster the courage to book a free flight with AA. That should sound all kinds of alarm bells. Let me know if it does - or doesn't. The answer will determine for me and many others whether you will be successful in your new job. Thanks for making contact.
Thank you Robert for the nice message. The last flight crew I flew with were lovely. I think American Airlines is heading in a positive direction. Thanks again Wm
American used to have good customer service. And US Airways was terrible. When AA merged with US Air, I was hoping that American would raise up USAir's customer service. But instead USAir brought down AA's customer service. The comments on here about the Advantage plan are just one example.
It would be awesome if you can change the negative energy with staff at AA. There is a major difference between the attitude delivered from a Delta employee than an AA employee.
My husband has flown over 3 million miles with American Airlines, 2 million with United and I have flown close to a million miles with American over the years. I am posting because we are experienced travelers and I am HOPING that American Airlines reads the comments that I have to share. First of all I think that all of the airlines are coming out of a very difficult time, I feel this is a good time for change and a time for reinventing what your company looks like moving forward. I am very happy that you have eliminated the "change fee" for changing a ticket (airlines like Southwest will let you change with no fee). In our travel experience we have to frequently change a ticket due to appointment and schedule changes. I hope moving forward this will be something that you keep. I also feel that airplane cleanliness has improved noticeably, I hope that continues with American Airlines. I also appreciated the flight credits that we bought for family members during covid being extended instead of expiring in March, 2022. Now for the changes that I feel American needs to make - Nicer ground employee's (there is a problem in this area especially in Miami). Gate check in needs to ensure that boarding takes place giving priority to number called. Brand loyalty is something we try to do and we tend to bank our miles and use them usually for a class upgrade or a free ticket, with my miles expiring you are taking away the reason that I would be loyal to American airlines for my travel needs. Better quality food service - get rid of the pretzels in coach and do something a little nicer. We have traveled first class many times and I feel that the food quality could be improved a little bit better. The lounge food needs a remake - bring in some specialty offerings for admirals club members instead of stale bagels, average food quality items etc. Some lounges are great and some are just ok. We fly from SFO to Miami often on a small plane that is always over sold - I hope American will look at putting a larger plane on this route. Free wifi for first class customers - nice little perk that would be appreciated (can be done with a password). I hope American airlines focuses on how to be unique and make the customer service from the start of the customers travel experience to the completion and become the best in the industry.
I am flying American Airlines in 2 weeks because Southwest Airlines canceled my flights to Palm Springs! Prove to us why we should fly your airline next time instead of our usual Southwest Airlines flights. When I flew AA last year transcontinental, we used credit card miles to fly first class and the only thing first class were the seats. You do have your work cut out for you sir. Good luck! As PHL is our home airport, you do have a lot more flights available for us than SWA and hope to see what happens as we are losing our faith in SWA as they reduce their non-stop flights from PHL and focus more on the mid-west.
The first time I returned to the air after COVID I flew 1st class to Newark from California. I thought the seats were pretty horrible compared to earlier days. The plane was 737-max configured in old US Air format. Pretty bad. No, very bad!
I hate flying American because Southwest gives you free bags where American does not and American's prices are so insanely expensive, but another HUGE reason I hate flying American is because getting to and from DFW airport is the biggest pain in the world now. They need to have shuttles so we do not have to drive to the airport to pick up people or park because it is just a freaking disaster. It didn't used to be so problematic until they reconstructed it a while back. Now it is a nightmare and I refuse to fly American or any other airline that is at DFW unless that is my ONLY alternative. It's just too much hassle.
My family of eight members are flying American to London on 15 June 2022. Unfortunately, even though we made my flight arrangements through American, we cannot choose our seats in advance because your so-called American flights are actually British Airways and they won't let us choose our seats until 24 hours before our flight!!
I’m based out of CLT so little chance of flying anyone else. Tomorrow I lose my Platinum Pro status due to Covid and I’m sure there are thousands more in the same boat. The response from AA is to spend over $1k to retain. Nice way to treat folks who have spent over decade flying with you. It’s very clear the spend amount is more important than flying loyalty, but what other way can clear up the first class cabins for those who use the AA credit card more than they fly? Enjoy your large promotion, it’s apparent by your message that it’s already gone to your head.
So sad that you took my Gold status away yesterday. :( If I am really why you fly, the least you can do is give me grace and time as travel is slowly making a comeback. The fact that you're packing us in more, decreasing the seat space, making us pay for seats, luggage, etc. tells me that this message is a bunch of bull. Sorry, Mr. Isom, but actions speak a heck of a lot louder than words.
I never though I would read so many comments complaining about AA services and the loyal member program. I don't travel that often, but I recently registered as an AADVANTAGE MEMBER, reason I got the email with the message from Mr. Robert Isom (UA-cam link). Oh well, what can I say...people's complains are the best opportunities for the companies to gain customers back. Congratulations and all the best on your new position as CEO Mr. Isom!
Got an email from AA claiming this video would "share a few ways American has made travel even easier and more rewarding than ever." The video did not explain a single way travel would be easier or more rewarding. But thank you for not making me watch more than 1 minute and 26 seconds of not explaining how travel will be easier and more rewarding than ever.
My thoughts exactly.
How will you make travel easier and more rewarding. Just words at this point
Should get some Advantage miles for every second of that I watched.
@@UA-camr396j Yes. I deserve my 86 AAdavntage miles for watching the entirety of this
🥴😵💫🤭Thank you for letting me know it wasn't just me thinking I'd missed something after a quick blink. 😅 Click bait at its finest.
Congratulations on the huge promotion! Here is an opportunity to make the AAdvantage better. Get rid of the expiration of miles. United, Alaska, Delta, and SWA don't have them. Join the crowd.
YES
Yes that’d be really nice!
I SECOND THAT! I just had to utilize my miles to retain my status… THAT SUCKS! And I’m going to fly DELTA now until American improves their FF Program, because THERE IS NO AADVANTAGE! Also, these layovers where there once were DIRECT FLIGHTS, YOU CAN KEEP THAT TOO! 😡😡
If you have a AA credit card miles don’t expire as long as your card is active
@@winkwinkstroke02 The cost of $99 per year is no worth it to me. I paid $75 to keep my miles for another 18 months.
As a 30 year AAdvantage member and a decade long EP member, I have been very loyal. Mr. Isom, you have a lot of work ahead of you to convince customers like me that there is still value in continuing a relationship with American Airlines. Your new elite status system looks to be one whose main goal is removing most of us from your rolls.
It's not just promised elite benefits not delivered or not keeping up with the competiion, it's the way I've been treated (disregarded) as a paid premium passenger during irregular ops. Multiple times. I was an AA fan-boy prior to the merger. I'm currently a (happy) Delta customer living in DFW. I can be won back, but service must make some significant improvements.
Couldn't agree more, Delta is in the process of trying to win me over matching my EP status for 3 months. I have not been impressed with AA as of late and think they are going to ruin the current program by giving away status if you just use their AA credit card
AA has been a horrific experience every time I have flown with them. Customer service is terrible and price is garbage when you consider the experience other airlines provide. Then you consider the "partnership" between JetBlue and American in NYC and Boston and it feels more and more like the airlines of today are the same as the airlines of the 80s/90s that screwed everyone.
Exactly. I have 2.6million miles on AA, have been ExPlat, have been Concierge Key. At this point, I am flying 100% on United as AA has taken my loyalty and destroyed it. You sir have a lot to do to win folks like me back. Happy to provide my AAdvantage Number if you'd like to chat.
Very true that elite status seems to have gotten even more difficult to attain and maintain. There are many including myself that never stopped flying even through the plandem. Loyalty to those who fly week-in and week-out should be a priority, it’s not hard to identify the folks that fly on a weekly and daily basis. More so than the infrequent flyers that boost stays by other means
Uh, did I miss the part where he explained how they made travel easier and more rewarding? 'Cause I'd really like that...
they are missing the boat
They said ZIP, ZERO, ZILCH about the customer's travel experience. They need to get their salary back from the head of Public Relations.
What he said was actually embarrassing. The ride is embarrassing too.
I appreciate Mr. Isom's comments but until he takes a transatlantic flight in economy class on one of his planes, I don't think he will have a realistic view of what American offers its average customer.
C'mon, you paid the lowest fare to be able to fly in economy class. What? It took you a whole 5-8 hours to get to Europe, vs. weeks/months on a boat for our ancestors. They'd have been so envious of you, even had they been in a middle seat.
@@loarbmhs1 🤨A boat that ancestors took? Please do tell us what that has to do with flying economy in 2022!!! Sounds like you are just a sad and pathetic “social justice” leftist!
I agree. I only fly American because I have to, they’re the only ones that go a certain domestic destination I go to and I’m really not impressed. Zero entertainment, no tv’s, wifi doesn’t work, terrible seats, outrageous prices..
That is soooooo true. It is miserable!!!
@@loarbmhs1 I like the response, someone that understands how the world works
Congrats on the new position! As a Platinum AA member, it would be wonderful to have free WiFi and Admirals Club Lounge access. Even with a First Class domestic ticket of $3,000+, we still have to pay the $9 in air wifi fee and cannot use the lounge for w/in N America except for certain routes from NY or LA. Other airlines are much more generous. Pls reward your loyal customers with a few extra perks.
SO VERY TRUE! We have regularly flown first class and have been refused "free" access to Admirals Club several times because a first leg of international flights within N. America, not to mention the other nickel & dime cheap tricks. It is disgraceful, and we will use up whatever AA miles we have left and then go elsewhere.
The most exciting part of this video ... ? The comments ! I felt so alone in my dissatisfaction of American Airlines until reading the comments here. I was part of American West, which was bought out by US Airways, which bought AA. I've had "elite" status for over 20 years (albeit as a lowly Gold member) -- I've watched in dismay the reduction in "elite" perks, the reduction in flight service, the reduction in seat room ... and like many others here, loss of "elite" status for 2022 (Gold in my case), unless I pay $550 or give up a equivalent amount of miles. Not an impressive start to Mr. Isom's reign. Anyone at AA remember the massive bailout AA received from us, the US taxpayer in 2020?
We sure did bail them out. And what did we get in return?
Funny comments. Spot on with regard to the bailout but USAir did not buy American Airlines...it was a merger. Secondly, America West/USAirways had no service or "elite" perks. It was a low cost, no frills operation, much like the current edition of American. Unless you were an Advantage member during the late 80's and 90's you have nothing to measure this current American Airlines product by (comparison). This American is a far cry from that version from long ago. This one does, however, closely resemble that awful concoction of USAirways I experienced once a few years after the AWA merge. American has a mission statement/identity problem. Are they full-service carrier or a low cost one? All indicators point to the latter. They will never compete with Delta or, (I can't believe I'm saying this) United as long as their employees or their passengers have no idea who or what they are.
As I recall the bailout was not used to run the airline or improve it.
America West purchased US Airways in 2005, while the latter was in bankruptcy. It would be unusual, and quite a feat, for a bankrupt company to purchase a solvent one of that size! HQ was in Tempe, ATC call sign was "Cactus."
@@drvigg9083 Right you are! After the transaction, The whole operation should have been rebranded to get a fresh start.
So... I get that this guy wanted to announce his rise to the position. And his PR team wanted to sell it and get it seen by as many people as possible. Par for the course, there.
But the email I received stated that he wanted to explain ways in which my travel experience would be improved. NONE of that was present in this video.
In the retail industry, that's what's called "Bait and Switch."
And a wonderful way top turn what OUGHT to be an overall POSITIVE thing into something seen by people as a NEGATIVE thing.
I am lifetime Gold with AA. It has been difficult to watch the slide in both service and hospitality from AA over the past decade. I've also been in branding and marketing for 30 years - and I have to say, I never bother to watch videos from CEO's/brands. It thought I would give you a fair shot. Good tone and style. No information whatsoever! Not worth the minute and a half to watch. Oh, and I NEVER (and I seriously mean never) write comments on videos - but I'm hoping that you actually review comments and take action on improving your marketing strategy and tactics in the future. Not to mention the service... Good luck and take care, AA.
First time for me commenting on a video too. Bunch of BS & fluff with an airline that has been treating its customers & loyalty members like garbage for years.
I'm also AA lifetime gold - million miler. Never really experienced any "advantage" or satisfying experiences with that status quite the opposite. As a result was flying with Jet Blue & Delta the past few years - better experiences with them; but will be trying AA again my next few trips though my hopes for an improved experience are quite constrained.
I’ve been a gold card member for 20yrs and for the last 10yrs I have had better experiences with delta for international travel. I hope aa can improve customer service
Agree. A minute and a half of pointless nonsense.
Here's a tip: set it to double speed to see if they say anything at all.
Also CEOs like this, people with absolutely no vision, are constitutionally incapable of doing something good. All they can hope to do is not screw things up: which is why they produce puffy nothing.
Not rocking the boat and producing puffy nothing is how they made it this far: why change things now?
Some ways you can do
First, Get rid of Expiration day of mileage
Second, Get rid of giving half mileage(I've never seen from other airlines. Wow, it's new!)
Third, Hire friendly and kind flight attendents and pay them proper wage
Four, Let us send two free checked bags not one
Dear Mr. Isom, it is a pleasure meeting you virtually via your video presentation (I trust your senior Team will expeditiously share this candid message with you). You present a pleasant and apparently genuine demeanor. Thus, I will be reticent with any criticism consequent to the increasingly horrid experiences that I, along with innumerable other loyal customers, have collectively endured as your AA passengers; especially given that said disappointment was not under your watch, nor your responsibility. As a loyal decade-plus Ex. Platinum Aadvantage member, I have a thoroughly informed view of your historically-fine airline since the apex days of Robert Crandall. Everything evolves, as it should, and market environments change; but in your new role as the figurehead and operational Chief of AA, could you honestly seek to keep this objective sincerely close at hand: AA was always the superlative US airline, whether traveling in Coach, Business or International Flagship First ... therefore, please genuinely attempt to restore AA to that superlative standard. Regrettably, your new commanding stewardship of AA has you today overseeing an airline that has lost its luster, quality and boundless limits that one had customarily experienced prior to Mr. Doug Parker's command. Mr. Parker and the conflicted legacy that US Airways introduced within AA's original DNA has left a negative mark. Perhaps you see that differently, but kindly respect your passengers with such long and recent perspective who categorically confirm the opposite and, therein, the needless decline of AA. Equitably, AA still has its moments when the company (especially your personnel) manages to truly shine, but these are unfortunately rare. It is the saddest feeling to excitedly board a flight from London, for example, bound for Los Angeles or Miami, still anticipating that once tangible magic of jetting across the Atlantic in style on a 777-300ER, only to have what was once a reliable certainty consistently evaporate once wheels-up. That magic was irrefutably there ... the food long-ago was divine (genuinely tasty, authentic, and well-prepared meals ... PS, banish those cinnamon breakfast croissants and offer a properly plain-original warm one?); service was gracious (in all three cabins); and both professionalism and pride-of-work emanated from the entire crew (all smartly dressed and expertly presentable, which we the passengers always notice, value, and applaud). Perhaps you may opine that such a refined airline legacy is unattainable today; but if Apple can repeatedly debut a marvelous new phone, and Tesla can amaze, while premier hospitality brands still today manage to welcome guests with both refinement and casual comfort, then certainly you must try your most to restore AA to its proper and respected commanding place among US airlines. You have a brilliant and rare opportunity as of this moment to accomplish this and reverse past failures. Accordingly Mr. Isom, please aim for the superlative with earnestness and, in turn, inspire your colleagues and staff with the same lofty goals; and most sincerely, commit that AA shall not once again let your loyal customers down with such dismissiveness. I sense you demonstrate the potential to impress us. Delivering a new impeccable standard of commercial flight is now in your hands. I will be rooting for you and your newly-recalibrated Team. All of us who fly AA are invested in your success; thus inversely, please invest in and respect us, your loyal passengers ... and earnestly with absolute haste restore that original AA-signature thrill of jetting across the Atlantic, onward to Asia, down to Argentina, or simply and happily home to Austin.
Congratulations, bravo, and all our best,
An Executive Platinum Reinvigorated AA Supporter (AlexJHD)
Couldn’t have said it better
Very educational, Robert! Now I know to never open an email from American again unless I'm interested in you all wasting my time.
Now what did I miss (besides loosing 90 seconds of my time)? I do not think I felt to sleep while watching this. I certainly did not hear a word about how he is planning to make travel easier or more rewarding for travelers. May be time for new PR team.
I am with others on this thread who find AA service awful. I have tracked so many communications and operational failures, it's pathetic. I now regularly file Dept of Transportation complaints - doing so is easy and, if nothing else, it adds to AA costs and helps reduce their ranking, which is totally appropriate IME.
It would have been nice had the CEO addressed improving service. Did not hear anything that persuades me flying AA will improve.
The video did NOTHING to explain how travel would be easier. I can say from experience that American has a terrible loyalty program that makes it nearly impossible to use miles to travel
Agree, this video revealed anything just that Isom is the CEO which we knew. He and Parker have been together for 25 years so I dont expect much change. Like others I joined the program in 1985 and have flown 7 million real miles with AA but just dont see the value proposition anymore especially with the new Loyalty program which is deadly for a frequent flyer but lucrative for a frequent spender. Flew AA yesterday from LGA Rt to DFW and nothing has changed. Flew Delta last week and their team made we feel like they wanted me there.
You mean your job paid for you to travel since 1985?
Did you know you could take your frequent flyer miles printout to Delta customer service and they will auto promote you with management emails in less than a week?
@@neilgray9458 What is "auto promote you with management emails"?
Robert, with all due respect... you do realize how your most frequent fliers are keenly aware that AA has eviscerated its product and service, do you?
Do away with expiring airmiles. My United Miles are for life, irrespective of how I obtained them, credit card or travel etc. the service so far on American has been appalling. Especially on Business. We spend all this money to fly and he perks and quality do not stack up. I had some vouchers during covid and could not travel - expired! Not happy. Give us basic incentives first and then try to appease us with the rest. 🙏🏼
Completely agree
I lose my AA EXEC PLAT status (elite status since year 2006) at midnight tonight 3/31/22. Now ironic that YOU SEND ME THIS EMAIL VIDEO on the day I go from first class to basic economy, lose access to black out dates with my 100s of 1000s of miles, and can't use my system wide upgrades that never had a chance to use thanks to covid. Bravo, Robert 👏 You've reeled me in.... NOT. Back to SW or DELTA I go. I've reported this video as False Information
Hey Robert, you should take a look at how someone with just under 1M miles is being treated by AAdvantage. I'm being told that I'm losing my platinum status tomorrow (4/1) as I was not able to travel due to Covid travel restrictions with my company and my clients. I'm just now starting to travel again, but I will be with the same status as someone that has NEVER flown your airline......does that seem right to you and AA? The only way to keep even gold, is to pay almost $500 or the same amount in miles, doesn't make sense to hold status for an obvious loyal customer as a money making opportunity or a way to claw-back miles. I would be very interested in a response.........thank you!
I'm also interested in a response AA may or may not give you.
Exactly!
And I'll wait...💅🏾
I switched to Delta in Jan because of this exact reason. They matched my status and I already earned enough to keep it. I was shocked at how much better they are in EVERY aspect. You will not regret switching.
Travel the million miles and you'll be gold for life.
Same, I actually wrote an Email to American and got a stock answer with no true answer. I've been loyal to American and a Platinum Plus member since before Covid, and now I'm either forced to pay $1055 to keep my status or start from scratch, if I have to start over, I'll go to another airline. this video did nothing but confirm how American thinks of it's loyal members.
Thanks American. I renewed my Gold Level status before it expired March 31, after receiving 99 email reminders. 42,000 points and $115 cash. Two days later I get an email saying "Congratulations we have granted you Gold status". Poor choice of words as nothing was "granted" and "congrats" not needed for being forced to pay points and cash to maintain status I have had for seven years.
As the previous responses all stated: How is American making travel on American more enjoyable and easier? My past few flights on American have either been cancelled or rerouted, with NO compensation, and 15 or more hours being on standby or sleeping on the airport floor. Agents have been rude and unsympathetic, acting as tho it was MY fault for the disruption in service. Don't even get me started on the Flight Attendants! When I was a flight attendant for UAL and USAirways, back in the 80s and 90s, we smiled, greeted passengers as individuals, busting our butts to deliver multiple beverage and food services. It was actually a joy to be of service and we were monitored closely to ensure we maintained the high quality of service that was advertised. NO MORE. If Robert Isom wants to hold true to his promise, he needs to start with customer service: agents, and flight attendants. American has to be among the worst for any kind of empathy, service, or plain ol' manners.
Most passengers are 'afraid' to press the 'call button' for a flight attendant. When they finally show up, they look at you like 'why are you bothering me?"
Spot on. Worst airline currently. Won’t fly it
I agree whole heartedly about the flight attendant comment. It use to be customer service but now it’s disguised as safety. Since 9/11 they act like cops… your job is to hand out drinks for Christ’s sakes. However ALL airlines are the same (not just AA), if I ruled the world, their would be major changes to airlines
All well and good, but it still seems that American does not care about their AAdvantage members. Booked award travel to Europe for this spring and they separated my wife and me for all four legs. Their response..." Sorry, nothing we can do about it,". Not nice!
I've been a million miler for ten years, currently Platinum. Booked paid Business Class to Europe to travel this past January. Got bumped to Economy on the London-Lisbon leg and then again on the Lisbon-Madrid and Madrid-London stretches, without advance notice, explanation or reparation. Indeed, not nice!
Congratulations on your new position. You need to strive to make flying enjoyable, comfortable and most importantly safe. We typically fly American because that's where we have our frequent flyer miles and we use American to go to SXM every year. We became American customers because we were USAirways customers and service got worse after that merger. The hub should never have been taken away from PIT. Charlotte is an absolute nightmare now! American's seats are one of the worst for comfort, if not THE worst. You have squeezed too many in the plane and there is not enough room. The middle seats are absolutely unacceptable, so much so that my husband & I book 2 aisle seats across from each other so that neither of us has to endure the middle seat misery. And who thought it a good idea to never have enough food on board for everyone that wants to purchase something? I remember when I started flying at the beginning of my career...comfortable seat, free hot food (even in coach)...it was a pleasurable experience on USAir. This past Christmas, we flew Southwest to PIT to visit our family in our home town. We had to use Southwest to get direct flights and they were more affordable. Even their seats are more comfortable than yours. I don't know if you'll even see this comment, but I hope someone shows it to you.
I totally agree Donna. Once they merged with USAirways the number of flights was drastically reduced and performance went way down.
I did not hear two things: how American is making travel easier or how American is making travel more rewarding. How about a rerun so I will not treat anything I hear from American as suspect?
Mr. Isom, My wife and I try to fly American whenever possible and are members of AAdvantage. We were disappointed and surprised that our credit for first class flights during covid expired on March 31st. This was a lot of money that we will never recoup. We hope that this money plus interest will go to a good cause.
Thanks for the positive message and welcome to American. As a former very frequent flyer and current periodic flyer, I will ask that you consider making ALL the seats more comfortable. That means thicker seats, longer seats and more leg room. The airline industry for years has been trying to get as many people on each plane as possible and that has made air travel far less enjoyable for most people, at least those who have flown a fair amount through the years.
I agree, what about this video explained how AA is making travel easier or more rewarding than ever? In your new role as CEO, take a look at how Delta does it as they treat their frequent travelers far better.
Almost my exact response! Thank you for making the comment. I enjoy the way Delta treats me as well as their frequent flier program...miles NEVER expire.
Traveled AA for years - they pushed me to Delta this year through a series of events and boy did I not realize what I was missing! I would never look back! Thank you to AA for helping me see how good it could be. The cheapest seats on Delta are better than the best on AA. Amenities and options are 100% better on Delta. Not even close.
I feel the same way. I flew AA for 20+ years and now do everything possible to avoid AA. I still have status with AA but would rather travel Delta with no status at all.
Robert, welcome.. Please have a close look at your Advantge awards.. What ever happened to the 20K mile "Anytime" awards that are still advertised on your website? Lately an anytime awards means if you have 40-50K miles, you can fly one way, anytime. And gone are the 12.5K one ways.. They are very scarce. First the mile has been devalued (1 mile flown 1 mile) and now this.
Yeah, I took a flight with miles in the MilesAAver non peak season in economy to Hawaii and I ended up paying 100,000 miles round trip in ECONOMY for MILESAAVER AND IT SHOULD HAVE BEEN LESS OH MY GOSH
"Today, I want to share a few ways American has made travel even easier and more rewarding than ever" ...said absolutely nothing about either of those things.
Did the person who wrote the email not Watch the video? Not a good start misleading people with NO info whatsoever. Or did they just want the clicks? SMH.
Hi Robert. I am an EP and repeat Airpass. There's a lot to be addressed; wishing you clarity and wisdom in your new role!
My suggestion is to take the multi-million dollar salary of American's CEO and put it into customer service. Thank you for letting us know who you are. I do appreciate that. Happy to share my story of flying with American.
Your flexibility with reinstating miles goes a long way in keeping me loyal to AA. Please don't change that in the future. Being able to cancel a flight at the last minute goes a long way in choosing what airline or what credit card I choose to use.
And I can keep my platinum pro status now that I’m flying again for the low low price of $1595. Thanks for pushing me to look at other airlines post-covid
I really wanted to believe in the “reliability” part mentioned in this video but my last three flying experiences with AA were made of multiple delays and cancellations
Congratulations Robert! Good for you. And thank you for the email alerting me to watch the video that was going to enlighten me with a few ways AA has made travel easier and more rewarding.
You want to make AA easier for its customers, quit cancelling flights two hours before boarding. That happened last July when I was flying to Roatan. You could have more reservationist available for when such an event happens. Standing in a line with all the other passengers for over two hours was beyond maddening. Make sure our luggage follows us. I planned a two-week dive vacation and did not get my luggage until day 10. AA used to be my first choice in flying and now you are my last. But give it a shot, Robert. At this point, the only way to go is UP.
Wonderful greeting, but it was represented as being informative. Is there a follow-up?
Sure hope you analyze the current experience for your patrons. Frankly, your overall service levels (that were already very low) have become even worse since COVID started. Flying with AA is, unfortunately for me, a necessary evil that I can't avoid. Flights get more expensive and the experience continues to deteriorate...
Robert, as one who worked in the Industry. I am a former manager with America West, you can start by using your leverage and rescind the contrived mask mandate. Lobby the transportation secretary. When you can find "it". Secondly, your AA advantage loyalty program is in direct need of a complete restructuring. Doug Parker left you a mess. Third, benchmark off Southwest Airlines their customer service and 1st tier maintenance program. Your reliability reports are not the best in the world. If you're going to sell and send a UA-cam video to hundreds of thousands of customers then we want specific information. NOT generally just platitudes and "we are gonna " be better.
Tell me how!
Amen!
As an Executive Platinum member whose ability and opportunity to fly over the past few years, particularly with business travel, has been limited due to the pandemic, I am disappointed that American is not extending eligibility for another year (March 2023) for all levels of members. I* think most would agree that flying as we have in the past remained a challenge in 2021. And loyalty goes both ways. As I read the comments below mine on this page I see that I am not alone in my sentiments. Please listen to your loyal members who are in recent months getting back to flying. Our messages to you on this page are consistent as we'd like to continue on an airline that has become part of our families. My name is Richard Cerenzio should anyone like/choose to discuss further. Thank you.
I've been in communications for over thirty years, running comms for two Fortune 50 companies, and I will use this as an example of over-promising and under-delivering. Whoever thought this was a good moment for a new CEO ought to be thinking of a different career. I quote the intro: "Today, I want to share a few ways American has made travel even easier and more rewarding than ever." No new information, not a single fact, no ways "American has made travel even easier" as if it was easy before. A bunch of platitudes that any CEO can say about any company. I was curious to see if others felt the same way and my goodness, the thread below says volumes. These aren't your internet trolls who only throw stones...they are some of your most loyal customers telling you that you totally missed the boat with this vacuous video.
I have been traveling AA for the last 35 years and I am gold for life. Their service has never been so bad. Lately I have been traveling United and the contrast in service is amazing. Nice first class meals and drinks, FRIENDLY flight staff, wow imagine that! On a flight from Phoenix to Kona Hawaii which is 6.5 hours I had to argue with the cranky elderly flight attendant to give me the entire can of Diet Coke while sitting in coach. I had to say to her “ I have flown one 1.5 million miles on American and you won’t give me the entire can? “😳 You need a complete overhaul of your airline from staff friendlyness to food to flights. I have started flying other airlines. No more loyalty to AA.
Let's begin with the fact that this gentleman is the hand-picked heir to the American throne. He was mentored, cultivated, and trained by none other than Doug Parker...a three time convicted DUI offender and leader of an airline that has resided in the bottom 10-20% of every meaningful airline/DOT statistic (on-time, customer complaints, lost baggage, employee satisfaction, etc.) since he took over. In addition, the owners of American Airlines, the AAL stock owners, have suffered for over a decade. The stock has been an industry laggard for many years now. On every conceivable level this company has failed. I would venture to say the average American employee and their loyal passengers have no idea what their mission statement is. Success is impossible without a clear and cohesive mission statement. How the feckless American Board of Directors (Parker also happens to be board chairman) allowed this to persist is beyond comprehension...and then to allow him (Parker) an unfettered, unilateral say in the selection of his successor is equally incomprehensible. American needs to shake things up. They need an outside LEADER with vision, heart, compassion, and a clear idea and ability to rebuild the brand. I certainly would distance myself from anything remotely tied to Douglas Parker. It was a failed tenure, directly tied to all that is bad about the airline business. American was once a really good airline but it hasn't been for far too long.
I had the same reaction. Not one word on making travel easier.
Congratulations on your appointment. I'm a loyal and huge fan of American and appreciate all that you do to keep us safe! Best wishes!!
I have been a gold member for many years. The deterioration in service on your airline is shameful. Limited service, higher prices and fees, and staff who really couldn't care less. I have started choosing other carriers.
As a Concierge Key level flyer, with close to 6 million miles I think it has been apparent for quite some time that we, the paying customer is there for the convenience of the airline, and not vice versa. The CK program at one time offered and provided meaningful perks and benefits. It now consists of a “thank you for your loyalty”, and occasional greeter at the gate to say hello, and a rare actual helping hand with something. Otherwise the value of the loyalty I am thanked for is dismissed further every time I fly. THERE IS NO REASON TO BE LOYAL TO ANY AIRLINE. Find the best fare for you, at the best time, and buy the ticket. Insulting, arrogant, and disengaged is what AA (and almost all domestic carriers) have become. Shame on you. Enjoy your tenure as CEO of what ultimately is a race to the bottom as a business.
Reminds me of flying a few months ago. I was struggling to put something into the upper bin (after having a mastectomy) and the attendant just watched me from about three feet away. I gave him a look and he said, it wasnt his job (to help me).
You are so right...get the best flight at whichever airlines works for your particular trip.
This comment is inappropriate, you are literally trashing another airline and using it as your reason for not liking the AAdvantage program, classic
Those characteristics you laid out in describing AA? Those are the characteristics of the people in this country, begging the question -- "Who _raised_ these people?"
I have been an AA FF member from almost the beginning of the program and until about 2 years ago it was our first choice airline when service was on our intended plans. Now you will no longer be that first choice without some changes, eg. no expiration of miles, comparable miles redemption with other airlines and better access to airport clubs.
The new loyalty point system rewards people that charge everything to their AA co-branded credit card much easier than those of us actually flying! Those who charge everything for their personal or, better yet, business life will be easily have elite status without having to step foot on an AA plane. It is no longer a "frequent flyer program" rather a frequent spender program so I am guessing their credit card spend revenue stream is better than their core business of flying! They did however leave a segment requirement to gain extras like headphones, systemwide upgrades, etc... Wow, thanks AA
And the segment requirement is unrealistic. A person flying 30 times on Basic fare may spend less than a person flying once on Business from JFK to LHR!
Holy cow, that was one of the most creepy and insincere presentations I've ever seen on video!
Aloha Bob! "Congrats on taking your next step toward becoming the AA CEO! I believe you can make AA soar again. I'm so happy for you! Keep going and don't give up! =)
Here's what I expect - Carry-on AND personal item, plus choose seat at booking, at no extra cost in every class.
TOTALLY AGREE....Make miles UN-expirable !!!
One easy way to thank us is to follow the examples of your competitors getting rid of mileage expiration date. Nothing new, just follow your competition.
I was hoping to get an apology for his predecessor's outrageous behavior over the last 2 years... I guess not...
And agree with everyone else, the video announcement was a big "nothing burger" and we did not learn one thing about the latest and greatest enhancements to the AA program.
I love AA and have bee a AAdvantage member since 2003, but the new qualification scale is almost impossible to achieve Executive Platinum. Nowadays business travels are still restricted, hence achieving 200,000 feels like a roadblock AA is putting to the AAdvantage community. Hope this gets reviewed and adjusted
My thoughts exactly. 200,000 is out of reach. Pre-covid I flew about 140,000 annually on AA.
If you pay higher fares, as for example Business, the loyalty points earned are higher than legacy EQDs. So the 200K requirement is not outrageous - assuming you do spend dollars. Basically the new loyalty program is designed for high margin customers. Here is an interesting case study: a couple spends $1,500 for a last minute LGA-MIA-LGA on First. They are offered the bulkhead seats, because the good seats are all taken by EPs who paid $250 for that flight and were upgraded many days ago. That pattern repeats and AA realized that what matters for the airline is how much you spend and not how much you fly. It does make some sense.
I've only been a AAdvantage member for a couple years so I have little background on the way of perks/miles/etc. What I do hope happens is reliability and timeliness. As the pandemic subsides I feel more and more flights are impacted, delayed or cancelled due to AA staffing. I was steadfast loyal to American for those couple of years, but have started flying Delta as well, which has proven to be more reliable.
As ExPlatinum and Concierge Key flyer, AA's changes to the frequent flyer program are insulting when compared to your competition. You are losing my loyalty...fast! You are offering nothing more, perhaps less, than your competitors
Ditto. ExPlat with 6 million miles.
Nice to meet you Robert and congratulations to you. I watched and listened to your “exciting” message. Your self introduction was great……did you lose the “how we will make American the airline of choice “ script? Put some meat on that bone!
Thank you Robert for a such a nice welcome. My family and I are excited to fly with American. ❤️🤗🦋
My kids flew American just today and had a horrible experience. Flight delayed out of JFK, missed connection in London. They rescheduled them flying out of another airport to the wrong city to make up for it. Really???? They ended up taking an 8-hour train ride to their actual destination on their own dime after losing a whole day of their trip. Shame on AMERICAN airlines.
I’m excited. American has needed new leadership for a long time.
What a waste of my time watching this. Please send information via text in an email without forcing me to watch a video.
And really, did this video include any actual info? Waste of time.
@@christastewart6953 I received much more information from the responses.
This reminds me of the time I stood in a long line at my local grocery store and saw a large sign telling me how fast their service was. It was all talk. I bet you can guess why this video reminds me of that!
I dread when I have to fly with AA. Delta is by far sooo much better. Hopefully they can catch up with some changes!
I avoid all of them and just put jet blue or Alaska as the airline selected .
For one I cannot stand a connecting flight.! 🙄
Where's the beef???
Hey Robert. Can you please bring back seat back entertainment and AC plugs at every seat. AC is important for lap top users.
Agreed! American seating has gone down hill.
Same observation here, no meat on how he is making travel easier and more rewarding.
I was so excited to watch this video because I'm traveling on Monday. You forgot to tell me how travel would be easier or more rewarding
We are flying with you guys next week. I hope our flight to Vegas doesn't get canceled again. We are members of your frequent flyer program.
Today we had an amazing experience at a flight ✈️ from Indianapolis to Dallas-Fort.
Flight number 2456.
Stacey and the whole crew did above and beyond.
Great experience as always.
Marianella Williams, Juan La Torre, Josefina La Torre and Brooks Williams.
Thank you so much American Airlines 😘
Mr. Isom.
Congratulations & best of luck in your new position. I hope you read the comments that have already posted in response to your intro video. It is this Executive Platinum member’s opinion that they express concerns felt by many of us….your best, most loyal customers.
Welcome aboard Mr. Isom! I’m an American Airlines flight attendant based in Miami. 😊✈️
Congratulations on your new very responsible position.
We wish you success in your new endeavor and may you make American Airlines the best airline in terms of comfort and safety for its passengers.
Great to hear. I hope the new CEO means a fresh and better look with new ideas and projects for American Airlines in order to grow the costumer family and offer better services to costumers all across the airlines services.
Don't care, get the IFE screens back on the 737 and 321
Amen
The comments received so far (below) are right-on. No information from an executive and airline that has fallen far in terms of reliability, customer service and just plain travel satisfaction. Cut the PR; no one buys it and start to treat us as (formerly?) loyal customers.
Congratulations Robert! However as this comment thread speaks loud and clear as a lifetime Platinum with over 3 million miles and EP for over 5 years-- Please begin to treat those of us who fly AA with the dignity and respect seen on other airlines like real perks ie free Wifi, AA lounge and Flagship privileges, no mile expiration, upgrade when possible, no help when a flight is canceled even for EP except for a 4 hour call back!! The list goes on and on I live in Dallas and love AA but your service and care for passengers is truly not even in the top 20 - why is that so - perhaps you need to read Good to Great again as AA can and should be there -- so Robert if you really want to make a difference - listen to us who fly AA all the time
RJR
After 2 years of not getting to travel, I am looking forward to flying again. I have been a loyal member for years. I'm concerned about the proposed slack in safety measures on the planes when it comes to airborne disease transmission. I have always felt, as a healthcare provider, that anyone who is exhibiting illness related to respiratory viral disease, should have to wear a mask. All the coughing and sneezing into essentially a tube we are all sitting in, makes me nervous. COVID just finally made that more evident. Over 900 people in the US are still dying of COVID each day. I don't think it is under control yet. Better, yes, not over.
Well, he could start by treating his "ExecPL for Life" customers better than the dirt under his shoes. I never thought I'd say this, but I now fly United on all of my travel, especially internationally. I gave up on American 3 years ago.
There’s no such thing as Exec Platinum for life. Platinum, yes.
I must not have gotten the memo. There is no lifetime Exec Platinum, is there?
@@loarbmhs1 no Exec Plat for life. I have Plat for life, well, it's stated "for the life of the program " so who knows if that will change too.
@@patriciademore7608 Yeah, I have Lifetime Platinum too, (foolishly) thinking, "Well, at least I'm only one level below the top." Never dawned on me that they'd add in Platinum Pro to devalue the worth of Platinum. :-)
As you work to improve the American Airlines customer experience, please take note that a significant portion of the population is not 5'2" and work to provide adequate leg room for your passengers in all parts of the plane. When passengers disembark with bruises on their knees, they are not excited about the next trip on American, when other airlines are more comfortable.
I am 5'3" and had plantar thrombosis after taking a 10.5-hour flight. I could barely move on my Economy seat throughout, squooshed as I was between the window and an obese man on the middle seat. He was a large individual who sat with his knees wide apart, invading my already-cramped space. Economy seats in AA aircraft are disgraceful.
Wow, almost everyone feeling like I do. I have been loyal throughout the pandemic, even flying throughout for my job. Flights canceled, flights late, then a new promotion program that tries to sell us on how much better it is for us. Beginning to sound like the government. But we can individually vote with our money. Not sure there are any good airlines any longer.
Mr Isom,
Lots of good comments below but metaphors speak volumes for me. I'm sitting on almost a half million AAvantage miles for over 4 years. Granted the lockdown was in that time, but I just can't muster the courage to book a free flight with AA. That should sound all kinds of alarm bells. Let me know if it does - or doesn't. The answer will determine for me and many others whether you will be successful in your new job. Thanks for making contact.
Thank you Robert for the nice message. The last flight crew I flew with were lovely. I think American Airlines is heading in a positive direction. Thanks again Wm
American used to have good customer service. And US Airways was terrible. When AA merged with US Air, I was hoping that American would raise up USAir's customer service. But instead USAir brought down AA's customer service. The comments on here about the Advantage plan are just one example.
US bought AA and kept the AA name and logo due to brand recognition. US people have now transformed AA into their old familiar dog of an airline.
@@yacawntmiss I concur with you. US Air was a good airline that lowered it's service level to match AA.
It would be awesome if you can change the negative energy with staff at AA. There is a major difference between the attitude delivered from a Delta employee than an AA employee.
22 years and proud member of AA 👍👍🇺🇸🇺🇸🇺🇸
My husband has flown over 3 million miles with American Airlines, 2 million with United and I have flown close to a million miles with American over the years. I am posting because we are experienced travelers and I am HOPING that American Airlines reads the comments that I have to share. First of all I think that all of the airlines are coming out of a very difficult time, I feel this is a good time for change and a time for reinventing what your company looks like moving forward. I am very happy that you have eliminated the "change fee" for changing a ticket (airlines like Southwest will let you change with no fee). In our travel experience we have to frequently change a ticket due to appointment and schedule changes. I hope moving forward this will be something that you keep. I also feel that airplane cleanliness has improved noticeably, I hope that continues with American Airlines. I also appreciated the flight credits that we bought for family members during covid being extended instead of expiring in March, 2022. Now for the changes that I feel American needs to make - Nicer ground employee's (there is a problem in this area especially in Miami). Gate check in needs to ensure that boarding takes place giving priority to number called. Brand loyalty is something we try to do and we tend to bank our miles and use them usually for a class upgrade or a free ticket, with my miles expiring you are taking away the reason that I would be loyal to American airlines for my travel needs. Better quality food service - get rid of the pretzels in coach and do something a little nicer. We have traveled first class many times and I feel that the food quality could be improved a little bit better. The lounge food needs a remake - bring in some specialty offerings for admirals club members instead of stale bagels, average food quality items etc. Some lounges are great and some are just ok. We fly from SFO to Miami often on a small plane that is always over sold - I hope American will look at putting a larger plane on this route. Free wifi for first class customers - nice little perk that would be appreciated (can be done with a password). I hope American airlines focuses on how to be unique and make the customer service from the start of the customers travel experience to the completion and become the best in the industry.
I am flying American Airlines in 2 weeks because Southwest Airlines canceled my flights to Palm Springs! Prove to us why we should fly your airline next time instead of our usual Southwest Airlines flights. When I flew AA last year transcontinental, we used credit card miles to fly first class and the only thing first class were the seats. You do have your work cut out for you sir. Good luck! As PHL is our home airport, you do have a lot more flights available for us than SWA and hope to see what happens as we are losing our faith in SWA as they reduce their non-stop flights from PHL and focus more on the mid-west.
The first time I returned to the air after COVID I flew 1st class to Newark from California. I thought the seats were pretty horrible compared to earlier days. The plane was 737-max configured in old US Air format. Pretty bad. No, very bad!
Not sure what the message was here. You would think there would be more to it.
I enjoy flying American Airlines. Congratulations Robert Isom on becoming CEO of American Airlines.
Robert , impressed with your video message. Wish I could have responded directly to your message.
I hate flying American because Southwest gives you free bags where American does not and American's prices are so insanely expensive, but another HUGE reason I hate flying American is because getting to and from DFW airport is the biggest pain in the world now. They need to have shuttles so we do not have to drive to the airport to pick up people or park because it is just a freaking disaster. It didn't used to be so problematic until they reconstructed it a while back. Now it is a nightmare and I refuse to fly American or any other airline that is at DFW unless that is my ONLY alternative. It's just too much hassle.
My family of eight members are flying American to London on 15 June 2022. Unfortunately, even though we made my flight arrangements through American, we cannot choose our seats in advance because your so-called American flights are actually British Airways and they won't let us choose our seats until 24 hours before our flight!!
Thank you see you soon.
I’m based out of CLT so little chance of flying anyone else. Tomorrow I lose my Platinum Pro status due to Covid and I’m sure there are thousands more in the same boat. The response from AA is to spend over $1k to retain. Nice way to treat folks who have spent over decade flying with you. It’s very clear the spend amount is more important than flying loyalty, but what other way can clear up the first class cabins for those who use the AA credit card more than they fly? Enjoy your large promotion, it’s apparent by your message that it’s already gone to your head.
What changes are happening on 3/31. I have received no notice of changes and I have gold status.
So sad that you took my Gold status away yesterday. :( If I am really why you fly, the least you can do is give me grace and time as travel is slowly making a comeback. The fact that you're packing us in more, decreasing the seat space, making us pay for seats, luggage, etc. tells me that this message is a bunch of bull. Sorry, Mr. Isom, but actions speak a heck of a lot louder than words.
I never though I would read so many comments complaining about AA services and the loyal member program. I don't travel that often, but I recently registered as an AADVANTAGE MEMBER, reason I got the email with the message from Mr. Robert Isom (UA-cam link). Oh well, what can I say...people's complains are the best opportunities for the companies to gain customers back. Congratulations and all the best on your new position as CEO Mr. Isom!