Imagine paying for first class, only to downgrade yourself to a lower cabin due to bad service. That’s allegedly what happened to a traveler on a recent transatlantic American Airlines flight.
In this post:
American first class passenger downgrades to business class
Former Vogue editor Gabriella Karefa-Johnson has taken to social media, to share how she downgraded herself from first class to business class on a transatlantic American flight. Here’s how she described the situation:
I just downgraded myself from first class to business class on my flight to Milan. In a cabin of 6, 5 of the passengers were white middle aged men… then there was me, a 30 something black woman who travels in that cabin often, and a male flight attendant who thought I’d be okay with substandard service and persistent micro-aggression from the moment I sat down. He was… wrong. I don’t suffer fools, and i would sacrifice physical comfort to protect my emotional and mental well being any day.
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As you can see, this ultimately boils down to two issues:
- The flight attendant provided her with “substandard service and persistent micro-aggression”
- All the other people in the cabin were “white middle aged men,” which she believes contributed to her getting worse service, as a 30-something black woman
For what it’s worth, she clarified that while her destination was Milan (MXP), this was actually a flight from New York (JFK) to London (LHR), as she took this flight specifically because it has first class (some frequencies feature the 777-300ER, while the Milan route just has the 777-200ER, without first class).
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She also clarifies that she’s a Concierge Key member, which is American’s invitation only status. So clearly she’s a pretty loyal flyer.
I can’t say I’m surprised by this level of service
Unfortunately I’m not shocked to hear about this woman’s bad experience with service in American first class, especially as it was out of JFK. To put it politely, I find American’s JFK based flight attendants who primarily fly long haul to… not be among the friendliest.
Is it possible that this person was being treated poorly because she was a younger, black, woman? Absolutely, and perhaps it’s even likely. However, it’s also entirely possible that the flight attendant just didn’t care, and had that level of disdain for everyone.
A few months ago, I shared a story from an OMAAT reader about an experience he had on a transatlantic American flight, also out of JFK:
The greeter at the L2 door could not have been more rude. When we boarded the aircraft, all three of us were together and we told the crew member that. My dad, who is older, was the last of the three of us to board. The crew member asked for his boarding pass (standard practice, I get it) and my dad mentioned he was with my mom and I.
The crew member then said “I didn’t ask who you were with and I don’t care. Boarding pass is what I asked.” My dad, frazzled, then had to get the boarding pass on his phone. The crew member then let out a long sigh and went “can you speed this up?”
I understand that boarding is a tedious process and everyone has bad days; however the flight was nearly empty and the boarding group after us had yet to even be called to board, so there was not anyone behind him. After my dad managed to get the boarding pass up, the crew member simply pointed in the direction my dad was to go.
As you can see, this kind of service is seemingly tolerated. Now, I will say, downgrading is a pretty radical move:
- I imagine business class was full, so this requires someone else agreeing to swap seats; okay, it’s usually not too hard to get someone to accept an upgrade, though
- This must have been a very awkward conversation, if/when she explained why she was downgrading herself
- Ultimately there’s no real expectation of a refund of the fare difference just because you don’t like a flight attendant’s vibe
Anyway, good for her for doing what she felt was best in that situation. The move seems risky, because on an American flight out of JFK, you could just as easily end up in business class with an even less friendly flight attendant. Since this was a redeye flight, I would’ve likely stayed in first class and just elected to go to sleep (or maybe go through the whole service flow, so I can report back on just how bad it was). 😉
Unfortunately her situation is also what happens when you stay on the elite status “hamster wheel.” Was it really worth connecting at Heathrow to fly first class and then connect to an intra-Europe business class flight, rather than flying nonstop? Just to fly first class, which ended up being so bad that she chose to downgrade?
Bottom line
A former editor of Vogue booked American first class from New York to London (connecting to Milan), only to find that that a very rude flight attendant was assigned to her section. She claims to have then downgraded herself to business class, to protect her “emotional and mental well being.”
This traveler theorizes that she may have been treated the way she was because she was the only person in the cabin who wasn’t a middle aged white man. However, having experience with American’s JFK-based flight attendants, I wouldn’t necessarily assume the bad service was so targeted.
What do you make of this American (voluntary) downgrade?
Ben, gonna criticize you here.
I expect more from you. Do a better job of researching before you post.
I went to the actual post. The author clarifies that she was on AA JFK-LHR which does operate with FC. She is responding to comments from others. It was a two minute search. She also claims that she is concierge key. This would have been relevant.
You are the only av blog I follow. Don’t make change that
Lost me at "micro-agressions."
2nd time I've heard "emotional safety" brought up in conversation this week.
Ben, you need to slow down on volume and improve on quality. Many of your recent posts, including this one, is simply garbage with zero backup. You clearly are not a journalist but rather a pedestrian blogger with a wide reach. How do you live with yourself trashing companies with zero to no backup? Do some work beyond puking up somebody's crazy post on your blog.
"Former" Vogue reporter says it all. Another moron that hasn't realized the younger generation really doesn't carry about their overpriced fashion magazine or the pompous empty spaces that used to work there.
I flew JFK-MXP on AA in December in J and am not surprised. No hello at the door, FA came by with pdbs and didn’t say a thing, I didn’t notice her since I was sending a text, and then she barks “hurry up and pick one, cmon.” Then I requested the express service meal so I could maximize sleep, same FA says “it’s all express.” Ok. Then, over 2 hours after takeoff (on a...
I flew JFK-MXP on AA in December in J and am not surprised. No hello at the door, FA came by with pdbs and didn’t say a thing, I didn’t notice her since I was sending a text, and then she barks “hurry up and pick one, cmon.” Then I requested the express service meal so I could maximize sleep, same FA says “it’s all express.” Ok. Then, over 2 hours after takeoff (on a 6.5 hr flight time) she finally plonks a tray with the main, starter nuts and drink (so no seperate initial drink service either). I ask her not to wake me for breakfast. 2.5 hours later she’s pushing me almost violently saying “ breakfast, breakfast.” So yeah, pretty much no sleep either. While my flight was on a 77E without F, I’ve had some horrible experiences on the 77W and 321T Fs too, especially the transcons which are de facto non-rev class. And sadly AA is the only Oneworld option that does nonstop to Milan.
Service is one thing. She specifically mentioned the other customers colour.
How do we know which airline she's talking about? Is there an image? Is there more text?
Assuming it was a non-stop flight and AA doesn't run the 77W on that route, could it have been Emirates?
In a response to a commenter, she says the flight where incident occurred was to London segment as she specifically took that segment as it’s one of the few that still have first. https://www.threads.com/@gabriellak_j/post/DVK53dvDhL6?xmt=AQF0L-j-7gTWgVaPrKae7e6-9rYvZdvxYntmQ1f4KgeDequ0BqvkscKiChiQCLn_gmkUwhc&slof=1
And she also mentions she’s a concierge key member.
Understood. The flight crew would absolutely have known she was a CK.
In the absence of a J FA coming forward to assist with F service, that's been single-FA service since COVID started. When it's single-FA service, it accentuates the capabilities of the FA. It might not be attitude as much as it is the capabilities of the FA. Having been in F on that route many times, as a CK, I've had FAs who...
Understood. The flight crew would absolutely have known she was a CK.
In the absence of a J FA coming forward to assist with F service, that's been single-FA service since COVID started. When it's single-FA service, it accentuates the capabilities of the FA. It might not be attitude as much as it is the capabilities of the FA. Having been in F on that route many times, as a CK, I've had FAs who simply aren't up to the job when it's been single-FA service. And, when they're stressed, it comes through in their demeanor. I've experienced it. Same on transcon.
In the end, it is a management decision that has precipitated the scenario.
I understand Americans having to fly US-based carriers for domestic flights but why even do so for international flights??? Suckers for punishment????
I'm sorry, but this story is so flimsy, on several fronts:
1) There is absolutely no mention of American Airlines in her tweet. In fact, one of the media reports about this clearly admits this: "It was not immediately clear which airline Karefa-Johnson flew with" - https://www.the-independent.com/news/world/americas/vogue-editor-gabriella-karefa-johnson-first-class-plane-b2928339.html
2) She offers absolutely no detail about what really happened, just her overall interpretation/conclusion. C'mon man. How about a factual point by point detailing of everything that went...
I'm sorry, but this story is so flimsy, on several fronts:
1) There is absolutely no mention of American Airlines in her tweet. In fact, one of the media reports about this clearly admits this: "It was not immediately clear which airline Karefa-Johnson flew with" - https://www.the-independent.com/news/world/americas/vogue-editor-gabriella-karefa-johnson-first-class-plane-b2928339.html
2) She offers absolutely no detail about what really happened, just her overall interpretation/conclusion. C'mon man. How about a factual point by point detailing of everything that went wrong, and then we can draw our own conclusions about whether this was in fact a case of discrimination, or maybe just normal AA surliness, or perhaps (just perhaps) her being a diva....
This Vogue editor sounds like an awful person with a terrible personality
My wife says that she has absolutely no dress sense …. I couldn’t possibly comment!
Stopped reading the moment she mentioned the skin color of others. Let’s hope she gets the help she needs.
If you want good service on a US carrier in a premium cabin, you had best come on board with a $10-20 box of chocolates. Provide the box of chocolates to the crew immediately after boarding and you will receive excellent service. It's that simple.
Ridiculous, you pay for a service.
If people dont want to be in a service role, pick another job.
AA has by far the industry worst flight attendants. They barely do the job. Two days ago, I flew Virgin Atlantic in premium economy from JFK to LHR. The crew was simply outstanding. There is a true service culture and they genuinely care about the passengers. But I’m sure the same applies for UA and DL.
Does AA still have a first class? Who would pay for that?
Justin, I have just taken time out to login (a tedious process) so that I might give you a helpful vote. Thank you for the grin on this wet Sunday morning.
Flight attendants are there for safety not for service.
If she got there in one piece she should be grateful.
With that kind of attitude no wonder they treated her poorly.
The crew aren't paid enough to put up with her tantrums.
*Insert other excuses here*
Sean M, one must take issue with your comment “Flight attendants are there for safety not for service”. An FA’s job description describes a number of critical skills required and “Service” is most definitely one of them, yes?
Ah, yes, the young Black woman "should be grateful." Thanks for showing us who you are.
Lucky, the cesspit of comments on many of your posts are, of course, great for engagement, views, and ultimately your profit. It’s pronounced on these posts that generate rage and frustration, particularly about identity issues and political ones. I’d challenge you on this: as you think about the world you want for your family, is the profit/engagement gained worth the trade-off allowing the anger and vitriol, the pure unabated hatred of some of online trolls...
Lucky, the cesspit of comments on many of your posts are, of course, great for engagement, views, and ultimately your profit. It’s pronounced on these posts that generate rage and frustration, particularly about identity issues and political ones. I’d challenge you on this: as you think about the world you want for your family, is the profit/engagement gained worth the trade-off allowing the anger and vitriol, the pure unabated hatred of some of online trolls to fan the flames of division in society?
I’d respectfully ask you to consider removing the comments section altogether on posts like this and posts that mention the topic du jour from the FAA/DOT. Those comments sections are just so hate-filled in every direction, it’s painful to watch.
David, I cannot help but smile at your comment above. May I simply say that comments mean clicks for Ben’s business. Clicks mean points and points equals flights. As for flights, most look forward to reading the flight reviews.
The bottom line is simple …. No comments = No flight reviews, yes?
Not at all surprised. I am a 5’ woman, albeit white, and I consistently receive lesser service in premium cabins than my male counterparts.
Abk, apparently like you my own dear wife is vertically challenged and a most frequent F or occasionally J passenger. She has never commented upon being subjected to a “Lesser service”, than me. In point of fact she enjoys the attention of many of the male FA’s, especially on SQ and our recent AF LP trip. Could it be the non-U.S. airline FA’s are much better at the whole customer service experience?
It is easy for one to deduce from this situation (in common with other influencer complaints in a similar vein), that the story has more holes than and smells worse than a Limburger cheese.
@Aero
As expected. It is telling that every comment from you on a story about a minority - they are always in the wrong. I will repost this comment that you have just made when the story is about a non-minority.
Justin, has it not occurred to you that the women actually protest too much. The protests are always in the same vein, on very similar topics and almost consistently directed towards Caucasian individuals.
One is simply pointing out the obvious regular patterns which are underlying factors in most cases. It is always about ‘them’ being slighted and ‘their’ need to “Protect (their) emotional and mental well being”. Always the victim and never the cause, yes?
I really not surprised the level of service in the premium cabins on AA is now appalling as is the food.
Not defending American Airlines necessarily here, but JFK-MXP is operated by a 777-200ER which doesn't have Flagship First. The only aircraft that have this cabin are the 77W and A321T and the cabins and product are on their way out, as 77W mods get underway and the A321T is converted to domestic configurations, replaced by XLRs.
Also, JFK-MXP isn't AA's sole route to Milan. The airline flies PHL-MXP seasonally, launched in 2025.
And MIA-MXP is set to resume this year.
I've stopped reading at "micro-aggression". If these people really seem to have a problem with white people, why don't they move to a country without whites?
Given the actual historical reason that black people came to the US in the first place, this is maybe one of the most hilarious, uneducated, ironic, laughable comments i've ever seen. congrats!!
There are a number of conclusions to be drawn between this event and those of other ‘influencers’ of the same persuasion. However, one could not possibly highlight the similarities due to the prejudices directed towards ‘older white gentlemen’. One thing I would like to add is that this influencer will never need to be afraid of being called a Lady.