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What's It Gonna Be?
Cheap Charlie · September 8, 1999

Many readers have written asking about what happened after the passengers on AA Flight 65 wrote to American Airlines with their story. Here it comes, fresh off the fax. If you haven't read the story, click through to AAwful Flight.

In a letter from an American Airlines "Executive Office Manager," these passengers were offered an apology. In the words of American Airlines, "In hindsight, no doubt decisions could have been made differently." The letter continued, "It is at the discretion of the flight attendant crew whether or not to make special exceptions."

I guess that places the blame squarely on the flight attendants. But, to be fair, the very next sentence reads, "In your case, it is clear that they strictly followed policy when considering upgrades."

Wow. Is that doublespeak or what?

If it is true that the flight attendants have the "discretion" to make "special exceptions," it might help to let them know. My e-mailbox has been filled with unpleasant messages telling me that I don't know what I am talking about. Flight attendants from other airlines have written to me telling me that if they upgrade anyone, it is cause for "IMMEDIATE TERMINATION" (emphasis placed in the e-mail by ex-flight attendant).

Irate flight attendants from American Airlines have written to tell me the problem could have been solved with the production of a credit card and the purchase of a full-fare first-class ticket. Then I receive this letter sent to the passengers in question from the American Airlines' grand poobahs sitting comfortably in their executive offices. I'll assume they have plenty time to carefully consider letters they send to customer complaints.

Which sentence in their letter from the "Executive Office" do you believe?

A. "It is at the discretion of the flight attendant crew whether or not to make special exceptions."

B. "In your case, it is clear that they strictly followed policy when considering upgrades."

In one case, American Airlines tossed the blame to the flight attendants, in the next it says their policy forbids upgrades to anyone. Which American Airlines are we supposed to believe?

So, American Airlines, what is your policy? Both your passengers and flight attendants are now very interested. While we wait, keep putting your travel agents to work for you saving you money.

Charlie Leocha is the Boston-based author of Travel Rights: Know the Rules of the Road and the Air Before You Go. Cheap Charlie appears every Monday on this site. E-mail him at cheapch@aol.com or access his Web site.