We flew American Airlines (AA141) from London Heathrow to New York JFK (Boeing 777-200). The Admiral’s club at London Heathrow was clean and comfortable but is not the type of place that makes you feel as though you want to spend much time there. We were processed through the gate for boarding where we waited in a small room for the cabin crew to arrive. An AA staff member explained over a loudspeaker that the crew had exceeded their hours and hence were running late and that we could not board because the plane was too hot and only the pilot knew how to cool it down – the pilot had not yet arrived. Even prior to boarding the plane it became clear that this airline is a mode of transport rather than a premium airline. These issues no doubt arise with premium airlines, but the way that they are articulated to passengers is totally different.
The aircraft had the ‘new american’ paint work but the interior was far from new. An old style interior is never an issue if the service is good, but from what we witnessed on American this is not the case. The food was ok but you get the feeling that the staff’s duties are finalised once handing you your meal.
