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Jan 30, 2024

I Just Had The Best Inflight Service In 7 Years, And It Was On An American Airlines Regional Jet

by Gary Leff on August 31, 2023 When I boarded my American Eagle flight from Washington Dulles to Austin recently, I knew it was going to be a great flight. Everyone’s upgrade had cleared – there was

by Gary Leff on August 31, 2023

When I boarded my American Eagle flight from Washington Dulles to Austin recently, I knew it was going to be a great flight. Everyone’s upgrade had cleared – there was even an empty seat up front. And the Dallas-based flight attendant in the galley greeted every passenger who came on board.

Allie helped some passengers re-arrange seating so they could sit together, suggesting folks that might want to trade. She arranged a three-way swap that let two different couples sit beside each other.

Then when she got a moment she offered predeparture beverages. It was a full drink service, she even recited everything they had in the galley when asked. Mostly she just seemed genuinely happy to be there. It was refreshing, and puts everyone in a great mood. (American doesn’t stock one passenger’s preferred drink, and she stopped and apologized for this, came up with some ideas that he might like – it was just so genuine.)

But that’s not the thing that struck me most, even. She offered to serve meals whenever a passenger would like during the flight. I’ve never had that on a domestic flight before!

It never occurred to me before that I’ve never seen a flight attendant on a U.S. domestic flight offer to serve the first class meal whenever a passenger preferred. The boxes are just handed out when they’re handed out. Instead we got Dine Upon Request on an American Airlines And it’s something that, given the current service offering, is easy to do!

When she took meal orders, she explained the contents in each box. Normally I get “protein or vegetarian” and when someone asks what the protein is, “I think it’s ham” (when it’s prosciutto). And did I mention multiple proactive offers to refill drinks?

Towards the end of the flight she announced connection details, something that hasn’t been required in years. One passenger’s onward flight to Los Angeles was delayed 20 minutes and he was livid. She had him smiling. He even complained about Texas politics, since he was connecting in Texas and she’s based in Texas, and she deflected deftly. She helped a passenger with ear pressure during descent. And once we were at the gate she assisted the husband of a wheelchair passenger with a small carry on.

My seat’s right arm rest was broken, but who cares? This was the best American Airlines flight I’ve had all year and I flew long haul first class with them this summer. I gave Allie a “Non-stop Thanks” (“AAplause”) certificate, naturally, and thanked her for making everyone in the cabin smile.

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