November, 2007, I wrote about my experience with American Airlines on a flite to Texas for work. I posted pictures of the deplorable inside held together with duct tape. In addition to the blog, I contacted customer service whose reply was curt and non-responsive to the issues. Additionally, I figured out the email to the CEO: Gerard Arpey and sent him photos and the issues.

2 weeks ago, a colleague of mine flew American for a pleasure trip and experienced the same thing I did. I had thought that customer service and not paying attention to detail were continuing and no one cared. I was wrong.

Today I heard from Mr. Arpey via email. Here is his email:

 ”Thank you for your recent e-mail.  I can assure you that the airplane on which you flew has been very well maintained during its life - it underwent what we call a “C Check,” which is a complete overhaul, in September 2006; a thorough “B Check” on October 9, 2007; and an interior check on November 6.  We understand your concern about tape being used and cleanliness issues, but all the mechanical systems on the plane were and are in excellent condition.

I have sent your letter and photos, and this response, to several senior operations and maintenance people.

During the first half of this decade we lost more than $8 billion, but we never, ever took shortcuts on the maintenance of our fleet or any other aspect of safety, and we never will.  Now that financial conditions have eased somewhat, we are investing in the refurbishment of the interiors of our aircraft, including all the 757s (the type of aircraft you flew), as well as stepping up our daily cleaning.  We understand the magnitude of the task, and are working hard.

Thanks again for taking the time to write, and for your business, which
we never take for granted.   ”

Gerard Arpey

I am impressed he wrote. And hopefully things will improve. I will keep you posted.

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