American Airlines Economy Class Review: Disappointing Experience from Austin to Rochester via Charlotte and Back
Booking and Check-In Process
Booking my American Airlines flight from Austin (AUS) to Rochester (ROC) via Charlotte (CLT) was relatively straightforward. The airline’s online booking system was user-friendly, and check-in at Austin-Bergstrom International Airport was efficient, with self-service kiosks and supportive staff available. Despite these positives, the journey was soon overshadowed by significant issues.
Flight Delays and Stressful Rescheduling
The initial leg of the journey, operated on an Airbus A321, was delayed by about an hour due to weather conditions. This delay caused a tight connection in Charlotte, forcing a rebooking onto an earlier flight. The A321 was equipped with charging ports and USB connections, which was a small positive amid the disruptions. The rescheduling process was stressful and added unnecessary pressure to an already hectic travel day.
Chaotic Boarding Experience
Boarding was chaotic despite American Airlines’ group boarding system. The ground staff did their best to manage the process, but the stress and confusion from the delays and rescheduling significantly impacted the experience. The crew’s assistance in helping passengers with tight connections disembark quickly was appreciated, but overall, the boarding experience was fraught with confusion and frustration.
Aircraft and Seating Comfort
The Airbus A321 used for the first leg of the journey was part of American Airlines’ newly refurbished fleet. The aircraft featured larger overhead bins and convenient charging ports, but these positives were overshadowed by the seating issues and rescheduling problems. The economy class seating on the refurbished planes offered a standard pitch of 30 inches and a width of 17 inches. Although the seats were reasonably comfortable, the rescheduling caused significant seating chaos. Despite paying for main seats originally to avoid such problems, my family and I were all assigned middle seats, creating an uncomfortable and stressful situation.
In-Flight Service and Entertainment
The in-flight service was efficient, with friendly and attentive cabin crew. On the Austin to Charlotte leg, a beverage service was provided, offering a selection of sodas, juices, and water, along with Biscoff cookies and pretzels. The Charlotte to Rochester leg, being shorter, also had a brief drink service. Snacks were available for purchase, but I opted to bring my own.
The refurbished planes did not have personal entertainment screens, but American Airlines offered streaming entertainment options that could be accessed on personal devices via their app. The selection of movies, TV shows, and music was extensive, catering to a wide range of tastes. In-flight Wi-Fi was available for purchase, although I did not use it on this occasion.
Customer Service and Issue Resolution: Disappointing and Frustrating
The most disappointing aspect of the experience was the handling of rescheduling and delays. Instead of attempting to find alternative solutions, the airline staff often suggested refunds and were not receptive to complaints or suggestions. It felt as though they were offering refunds because they knew we didn’t have any other option but to fly with them, as all other same-day flights were three times the price. When I had finally had enough and said I would take the refund and book with Southwest or United, they suddenly became more accommodating for my return flight.
Return Trip Experience: A Nightmare
The return trip from Rochester to Austin was originally scheduled to depart from ROC, but due to delays, it had to be rescheduled to the next day out of Buffalo (BUF) airport. American Airlines refused to help with hotel or meal vouchers, stating that assistance is only provided for delays caused by maintenance issues. This policy left my family and me to book a hotel for five people and cover all meal expenses out of our own pockets, adding significant unexpected costs and stress to our travel experience.
Furthermore, the seating issue on the return flight was particularly distressing. Despite paying for main seats originally to avoid such problems, American Airlines expected my minor special needs son to sit by himself. This was unacceptable and added unnecessary stress to our travel. Their system was a mess after the reschedule to the next day, and as there were no seats available other than exit rows, I couldn’t check in since minors are not allowed in exit rows. The gate agent was visibly annoyed with having to assign seats and print our boarding passes. It’s unclear if this behavior is typical or if she was simply having a bad day. Fortunately, a generous family of four adults offered to swap seats, allowing us to sit together. Their kindness was a relief in an otherwise challenging situation.
Arrival and Baggage Claim
Despite the delays and rescheduling, the flight crew managed to make up some time in the air, and we arrived in Rochester only slightly behind schedule. Baggage claim was quick, and I appreciated the efficient handling of luggage, especially after a long day of travel.
Overall Impression
American Airlines’ economy class experience from Austin to Rochester via Charlotte and back was fraught with challenges and disappointments. While the Airbus A321 featured larger overhead bins and charging ports, the overall experience was severely impacted by poor handling of delays and rescheduling. The airline’s refusal to assist with accommodations and meals during the return trip was particularly disappointing and added unnecessary stress and expense to the journey. Additionally, the lack of support in ensuring that families can sit together, despite paying for main seats, was frustrating.
The refusal to accommodate seating my minor special needs son with us, coupled with the airline’s general approach of suggesting refunds instead of finding solutions, left a negative impression. While the kindness of fellow passengers helped mitigate some of these issues, the overall experience with American Airlines was far from satisfactory. Travelers should be prepared for potential weather-related delays and the possibility of rescheduling, and be aware that the airline’s customer service during disruptions may not be very helpful.
