American Airways is getting some very dangerous press in Brazil, after a downgrade that gave the impression to be dealt with very poorly.
Ingrid Guimarães downgraded on American flight
Ingrid Guimarães is a Brazilian actress with an enormous following on social media, who has blasted American for a way the airline dealt with a current journey expertise.
She shared what occurred in an Instagram video, which you’ll find beneath. Now, I don’t communicate Portuguese, however I’ve to right away give her credit score for the calm and non-emotional tone during which she shares what occurred, which provides credibility to what she says.
On Friday, March 7, 2025, she was flying on American from New York (JFK) to Rio de Janeiro (GIG), and he or she was booked in premium financial system. After she was seated, whereas already buckled in, she was reportedly approached onboard, and instructed that she had been downgraded.
The rationale for the downgrade was as a result of a enterprise class passenger had an inoperable seat. So the enterprise class passenger was downgraded to premium financial system, whereas Guimarães was downgraded to financial system. In keeping with Guimarães:
- She was given no clarification for the downgrade, and was threatened, and instructed that if she didn’t transfer seats, she’d be banned from the airline
- American workers reportedly introduced over the PA that the flight was being delayed as a result of the actress refused to vary seats
- The crew didn’t try to barter or supply any form of compensation, earlier than demanding that she depart her seat
- Her sister and brother-in-law tried to intervene in English, however had been instructed to close up by a employees member
- A Brazilian flight attendant suggested her to go away her seat “por bem ou por mal,” which accurately interprets to “for higher or worse,” however extra virtually means “whether or not you prefer it or not” (based mostly on my understanding)
She finally gave in to the stress, and took a seat in financial system. As compensation, the airline reportedly supplied her a $300 low cost on her subsequent journey with the airline.
This isn’t how it is best to deal with a downgrade state of affairs
I can’t say that I’m stunned that the state of affairs was dealt with as described, but it surely actually will get at simply how dangerous service within the airline trade could be. This shouldn’t be that difficult. If an airline must downgrade somebody for operational causes, passengers must be requested to volunteer, and the airline ought to supply compensation till somebody accepts.
It must be that easy. Operational points occur, but it surely shouldn’t be the issue of somebody in premium financial system {that a} enterprise class seat wasn’t functioning correctly. That is no totally different than when a flight is oversold, and airways are imagined to solicit volunteers, fairly than involuntarily denying folks boarding.
Whereas we solely have one aspect of the story, one factor is for positive — American clearly didn’t take this strategy, or else this lady wouldn’t have been strong-armed into downgrading on this approach.
After all it is best to finally comply with crew member directions, however one thing could be very incorrect when the best way to get a paying buyer to simply accept a downgrade is to threaten and embarrass them.
American has a really damaged customer support tradition. Morale is low, as a result of executives on the airline have failed frontline staff by not making a imaginative and prescient for the airline. Fairly on the contrary, they spent years pursuing a method that failed. American now says it needs to turn out to be extra premium, and probably the most primary side of that’s delivering higher customer support. As American administration not too long ago specified by a memo to workers:
It’s abundantly clear the aggressive battleground within the community airline enterprise has, like by no means earlier than, shifted sharply to product and customer support. As our potential to outperform in income will rely more and more on embracing that actuality and delivering a unique and elevated buyer expertise, particularly for our premium and misplaced loyal clients.
Effectively, right here you might have a premium buyer, and also you see how she was handled. She was belittled and threatened till she was keen to simply accept a product that she didn’t pay for. I feel that is the prime instance of what’s damaged at American.
Backside line
American is accused of downgrading a Brazilian actress on a current flight from New York to Rio de Janeiro. Downgrades occur, although what’s horrible is how this was dealt with. There was no negotiating, however as an alternative there was threatening and bullying till she had no possibility and simply accepted her destiny.
There aren’t many companies the place such a low stage of service is tolerated, however airways are an exception, for no matter cause. If American is critical a few turnaround, I hope the airline research this example fastidiously, and learns from it.
What do you make of this American downgrade state of affairs?
