American Airlines blasted an apology to its frequent fliers yesterday, and it included a somewhat long-winded explanation of the MD80 meltdown. Will customers accept the airline’s version of events?
Here’s the form letter:
As one of our most valued customers, please accept my apology on behalf of American Airlines® to you, your family and your fellow AAdvantage® customers for disrupting so many peoples’ lives with the recent flight cancellations related to the inspection of our MD-80 aircraft fleet.
As you can imagine, American’s decision to cancel thousands of flights this week was difficult, and it undoubtedly created concern among our best customers – even those who had no travel plans during the period.
If in your travels you were among the many who have been personally affected, I sincerely regret the inconvenience you have experienced. Our employees will continue to work around the clock to accommodate all who still need to reach their desired destinations. We anticipate returning to a full schedule by Monday.
While the media reports have documented the reasons why American took this action and the steps we’re taking to re-accommodate and compensate affected customers, I’ve also attached an explanation of the events for your understanding. It’s a bit complex, but at the end of it all, please know this:
First, your safety and the safety of our employees remains our number one priority.
Second, we will learn from this experience, and we will get better.
Finally, we wholeheartedly appreciate your loyalty to American Airlines, and we remain committed to earning your business each and every day.
Respectfully,
Dan Garton
Executive Vice President
MarketingP.S. You may have already contacted us via AA.com® or by writing directly to Customer Relations. Let me reassure you that we will respond directly to your contact just as quickly as practical.
That’s a standard form apology. The only part that made me roll my eyes was the P.S., which basically said, we’re sorry for ignoring you, but we have no choice. I mean, these are frequent fliers — why not publish a special phone number or e-mail address so that these valued customers can get through to American if they’re having trouble? Sigh.
Here’s the backgrounder that American attached to the form letter:
American Airlines MD-80 Fleet Inspections
Background: : In 2004, American Airlines was the lead airline working with Boeing to develop a Service Bulletin to correct wiring exposure and chafing in the MD-80 auxiliary hydraulic pump wire bundle. The concern was that exposure and chafing could cause fire in the wheel well. An Airworthiness Directive (AD) was issued in September 2006, giving MD-80 operators, including American, 18 months to address this issue. American completed the Service Bulletin in November 2006, followed by adjustments deemed necessary by American’s structural engineers to comply with the AD well ahead of a March 2008 deadline.
In recent weeks the Federal Aviation Administration significantly increased its emphasis on monitoring the adherence to Airworthiness Directives that apply to various U.S. airlines. With respect to American Airlines’ MD-80 fleet, we had a detailed issue that we believed had to be addressed immediately to remain compliant with the FAA; if found in non-compliance, we would have been instructed to stop flying our airplanes.
What is the specific nature of the issue?
The issue surrounds questions raised by the FAA about the way American implemented the Engineering Change Order (ECO) addressing the MD-80 auxiliary pump wiring Airworthiness Directive (AD). American fixed the item well within the specified AD timeframe. The work being done now centers on a need to change the way in which American complied with the AD regarding such items as the spacing of the ties on the wiring bundles and the direction of the retention clips and lacing cords. We are highly confident that this is not a safety of flight issue because the wire bundle is secure. It is a matter of how the work was done, not whether aircraft were protected from the threat of wire exposure and chafing that could cause fire.Why ground the entire MD-80 fleet?
It became clear based on the number of questions the FAA raised that there would be a high percentage of aircraft that would not be found to be in full compliance of the Airworthiness Directive. Working with the FAA we were unable to find an alternative solution to regaining compliance – for example, a multi-day period to rectify the issues – so we had no choice but to ground the aircraft. While it has been a major disruption to AA’s operation, everyone recognizes the need to ensure that the MD-80 fleet is in complete compliance and is working to restore the MD-80s back to service as quickly as possible.Who is completing the work and why is it taking longer than the previous MD-80 inspections?
There are three levels of American employees accomplishing the work. American has assigned a team of employees – aviation maintenance technicians, quality assurance inspectors, and engineers – to inspect the aircraft and ensure full technical compliance, as well as to make any additional adjustments. As our aircraft return to service, the FAA is inspecting those aircraft to ensure compliance.What is the airline doing for customers?
We are doing everything possible to take care of our customers as expeditiously as possible while facing the fact that our resources have been stretched to their limits. We are extremely sorry for the inconvenience and know that this kind of interruption of travel plans is unacceptable. While customers are dislocated we are providing meals, hotels and ground transportation; for those stranded overnight, we will offer vouchers for future travel on American Airlines. Customers who were inconvenienced with overnight stays can go to AA.com where a link will guide them to instructions on how to receive compensation.What is the company doing to make sure it doesn’t happen again?
American plans to contract with an independent third party to review American’s compliance processes. This work will help ensure that all procedures strictly adhere to the technical elements of every directive so American can avoid this type of schedule disruption in the future.
I don’t know about this. Earlier this week, American’s CEO took full responsibility for not being in compliance. This statement seems to shift the blame to the FAA. Not good.
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At least AA saved a lot of money this week in Fuel cost….
Although I’m sure it didn’t offset the long term cost. Over all, I buy the AApology, but mine has not arrived yet? I’m sure the exec’s considered the political fallout from Southwest’ resent inspection debacle with FAA/Congress.
-Skip
I am an AAdvantage member and had a American Airlines flight scheduled yesterday through Chicago on an MD-80. I didn’t get the email, but AA called Wednesday night to let me know the flight had been cancelled and they had rebooked me for today through St. Louis, so I really can’t complain.
AA turned OFF the REACCOM system for three days – they limited re accommodation to supervisor level only it appears. While the average ticket agent could redo an itinerary it was only with the levels approved by their local supervisors who I am sure got somewhat differently worded memos from THEIR supervisors.
The lawyers will get to the bottom of what AA really did to help people – and the dichotomy between what they say publicly and what they said internally.
Chris- you are getting almost as cynical as I am =- go play with the kids for a couple of days and get some perspective – its not good for a young guy like you to be so cynical!
I got my AApology email this morning. I certainly won’t be rushing to book travel on AA for a bit.
I wasn’t traveling during this period, and my next trip happens to be on another airline because it is not a route that is easy to do on American. Maybe now they will find something with the Airbus 319-320-321 aircraft that UA uses so heavily.
I do think this is basically FAA grandstanding, but it disturbs me to see all this finger pointing while thousands of people have their plans completely fouled up. The traveler loses, as usual. When AS261 crashed and they had all the MD80 jack screws inspected it was less disruptive than for the spacing and direction of these insulating clips.
I am amazed by how people can’t see through the emptiness of the offered apology.
If you read carefully, they only apologize for disrupting “so many people’s lives”. In other words, they are only sorry that it ended up being such a mess. They are not saying that they are sorry about the (lack of) actions that led to the mess. Neither are they acknowledging that they simply didn’t do a whole lot for their customers for the first couple of days. There is also no indication on what they are going to do to prevent more mess.
I am not an AA customer, but I would not be impressed by such an e-mail. Words are cheap, and e-mail is even cheaper.
All I have to say is WHATEVER!
I was scheduled to fly out of SFO to Miami on Wednesday on the red eye. I was packed, ready to go and then waited 40 more minutes past departure only to be told over the loud speaker that “we have some bad news, your flight has been canceled, we have no staff.”
I was to fly on a 757, so this obviously was a bi-product of all the other cancellations. They could not re-ticket me as I was scheduled for a cruise the next day that they could not get me there in time for. I am now out one night at a hotel, an ENTIRE cruise and a chance to visit friends I haven’t seen in 7 years. This incident seems like something they could have forecasted with all of the cancellations and I would have had more options to get to Miami!
This was following a horrendous trip with my 2 year old from SFO to West Palm that took 26 hours and included rerouting us, promising someone would meet us in Miami at the gate to get us to the destination (no one was there), waiting almost 2 hours in line and then being put on a super shuttle for 3 hours to West Palm Airport to PICK UP OUR OWN LUGGAGE! Customer service was nil and they had no power to do anything to help us- or so they claimed.
I am over it. This recent grounding of planes scares the crap out of me that they were allowed to be negligent with their fleet. They take full responsibility, but spin it like it’s more of a customer safety issue. If they really wanted us to be safe they would have kept up with their Preventative Maintenance. Now we all suffer. Thankfully, there were no fatalities.
I don’t have one bit of sympathy for AA here. Yes, the existing wire bundles were likely just fine, but AA stating so is beside the point. The AD specified that the wire bundles were to be secured at one inch intervals, with the lacing done in a certain way. Period. This AD had been in force for many months. If AA wanted to perform it in a different way, they could have brought this up with the FAA quite a while ago. After the time the AD was supposed to be finished is not the time to ask the FAA for a different way to do the AD.
SirWired
I don’t fully accept the AApology. Not currently a member, though I flown with them often. Positively-I see how they did in fact, offset future complaints and possibly experiencing an overwhelm of customer attrition.
My thoughts, on the contrary, in agreeance with Jasper and Mike, on how much prevention and assurance they offer so it doesn’t happen again??
I mean, are we sorry that the “Titanic sank” or do we “apologize” (and I use that term loosely) for the lack of safety jackets?
-Just Curious
last year AA took over 60,000 miles out of my account and would not return them.
when AA bought TWA they had a new fleet of fuel effecient Boeing jets that they gave back to Boen and are helping make an Atanta competiter stronger when they took them.AA has problems but they seem to have had problems for a while.
Cynically, at some level, AA does not have all that much to worry about = after all – where are people gonna go?
We’ve got Air Tran, Alleigiant, Alaska, American, Delta, Northwest, Southwest. United and USAir and that it now, right? You no longer truly have a choice in air carriers.
As for Jordana, I’m sorry you missed your cruise but EVERY SINGLE TRAVEL PROFESSIONAL recommends arriving a day early for a cruise unless you have 100% control over the travel, as in driving with multiple vehicle availability.
Stuff happens – and relying on a third party to get to there is a mistake. Don’t you think flying in the morning of a cruise is cutting it a little close?
Another lesson learned.
Suddenly I don’t feel so cynical anymore.
The wiring “problems” and assocfiated flight cancellations have caused a massive hit to American’s bottom line. But Gerard Arpey (AA’s CEO) is accepting “personal responsibility”. Does this mean he is willing to forego his sizeable bonus to help out ???
After reading all of this, I can’t help but wonder what AA is going to do for the frequent fliers like myself. I’m going to shoot straight and say that I’m not one of the elite few to occupy the Exec. Platinum level, but I make a couple of overseas fights now and again, and as a college student, price is always a concern. Time and time again I’ve turned to American, even if it meant spending a couple hundred or so extra dollars to get where I needed to go, only because I felt that I was going to be backed up by a big airline if something major were to go down.
Last summer, they let me down on my flight home from New Orleans; sticking me up in a hotel that was beyond sub-par at my own expense and not even providing an overnight package for myself or my better half. Needless to say, we didn’t sleep a wink. After seeing the manner in which they have handled the grounding of the MD-80/MD-83 fleet, I can’t help but worry about THIS year’s vacation. My entire itinerary is booked on MD-80’s, and apparently one hiccup in the system can cause a whole airline to come to a screeching halt.
My ultimate question to you Chris, and others, is this: When is American finally going to realize that the customer is what’s keeping it alive? I know that you pointed this out in an earlier article, but I find it poignant to ask it again. If it weren’t for the loyalty of people like myself and the others that come back tirelessly, time and time again even when this big boy breaks his promises to us over and over again, they’d be crawling to the bankruptcy courts begging for mercy.
We were scheduled to fly home early Wednesday morning (4/9) and couldn’t get a flight out of the LA area that didn’t require an overnight stay in Portland until Fraday evening. So essentially, even if we would have taken the first available flight out on Thursday, which ended up being cancelled regardless, we still would have only gotten home about 4 hours earlier.
So, 2 unexpected and unbudgeted nights away from home, all of the extra food, serious inconvenience for the people taking care of our teenagers who had to really do some shuffling of their lives and that of their families to continue caring for our essentially abandoned kids, transportation to and from the airport twice for flights that were cancelled after we got to the airport…..etc, etc….
And all we have received so far is a thanks for sending in your comment/complaint, we’ll get back to you when we can.
What should be expect them to do for us financially and how should we proceed from here?
Got the apology. Think it is correct. FAA over reacting. Government bureaucrats at work attempting a cover up for the Southwest mistakes..
This customer doesn’t buy the “apology” from AA. I’m an engineer and have direct experience with the FAA. So let me give you my take on the situation.
First, the FAA is supposed to represent aviation safety AND promote the industry. This dual role really needs to stop. They really can’t do both effectively. In this particular case, they failed at both tasks.
But AA needs to shoulder the bulk of the responsibility for this mess. They overreacted to what amounts to a non-existant problem. The key phrase in their letter to the elite flyers was that they grounded the aircraft because they “thought the FAA would order them to do it anyway.” Excuse me? The FAA is not the Wizard of Oz, they are reasonable people and you can talk with them about airworthiness, at least when I was dealing with them. If the regional director (who is new to this position) doesn’t want to negotiate, then go over his head. Get Congress involved. We’re not talking about a minor inconvenience here, this grounding will ultimately cost tens, if not hundreds of million dollars.
The primary issue behind this grounding was NOT safety of flight. The original AD was complied with shortly after it was issued. This recent grounding was solely based on how the wires were tie-wrapped and fastened. The original intent of the AD, which was to inspect for any chafing, repair as necessary, wrap to prevent it, and fasten to preclude any movement, was dealt with in 2006. THERE WAS NO WORDING IN THE AD REGARDING THE SPACING OF THE TIE-WRAPS OR THE POSITION OF THE TIE-DOWN CLIPS. These recent inspections showed that the work performed in 2006 did not meet the approval of a SINGLE inspector. Can someone tell me how the OPINION of a single inspector, interpreting a two-year-old AD, should be more important than the needs of the flying public? Was any plane at risk? I don’t think so. And neither did AA. But they grounded the fleet anyway.
In my opinion, what AA should have done is take this issue to a higher level than the new regional director. They should have demanded that the repair they originally performed to be accepted as-is. Someone in the FAA had to approve the original work, and AA should have pulled that paperwork and showed it to the inspector and regional director and then asked for specifics on how they now don’t comply. Ask for a hearing. In the meantime, AA should have continued flying. What would the worst case senario been? The FAA would have fined them? Appeal it. AA complied with the original AD, making up new rules is absolutely and unquestionably absurd. AA should have made a huge stink about this, rather than dodging interviews and feeding bad information to their customers. If indeed the FAA added more requirements to the original AD, they need to be reeled in by the DOT. However, AA was probably afraid of mass panic had they continued flying with airplanes that the FAA had ordered to be grounded.
So, under a threat of getting their operating certificate pulled, AA caved and reworked all of their planes. This is really insane when you think about it. Not only from the standpoint of the maintenance cost (to fix something that wasn’t broken) but also from the lost revenue and ill-will with their customers. And how many of the reworked planes had any problems? Will that statistic be released by AA (or the FAA)? You’d think, after doing 10 or 20 planes, and finding nothing, someone at AA would have taken the whole issue up with the FAA again.
As for me, I don’t fly AA very much and now I will definitely not fly them until there is a complete and total purge of their management. The people running this airline seem to have no common sense or backbone, and worse yet, apparently don’t care about their customers. I hope most business travelers will send a really strong message to AA – we’re mad as hell, and we’re not going to fly them anymore!