[pierrick]

I was downgraded/denied my Business Class seat at JFK after booking it in July for flight 236 to Rome on 9/19. I arrived at JFK 3 hours before my flight. At check in I was issued my Business Class boarding pass for seat 10A at approximately 2:30pm. Sometime during the next two hours, while I relaxed unaware in the Admirals Lounge, I was bumped out of my seat to a “Premium Economy” seat. I received no email notification nor was there any notification on the Aa app. When I arrived at the gate expecting to walk in to Business Class I was stopped and given an ultimatum and five minutes to decide whether to board and take the downgrade or roll the dice and fly the next day, losing a day of vacation. Of course, AA already had my luggage. The explanations I was provided for this incident were conflicting but none of them are acceptable. I was told by an agent on the phone that there had been an equipment change a few months ago resulting in fewer Bus Class seats available. (if so, why was I issued my Business Class boarding pass at check-in, and why weren’t passengers like me notified in advance?). I was told at the gate that American had simply “oversold” Business Class and that even though I’m an Advantage Gold member I was first on the list to be downgraded. If so, that is a despicable practice. Passengers at the gate and seated around me on the plane were equally appalled. No one had ever heard of such a thing. I have been offered a voucher for future travel but I promise you it cannot begin to compensate for the ruining of the start what was supposed to be a dream vacation. I now will spend the next several weeks dreading the possibility that the same thing could happen to me on my return home from Rome. If Business Class seats mean nothing and can be downgraded what is the point of having them and what is the point of spending all that money? I was then told that I would be afforded “Business Class” treatment and amenities in my downgraded seat location but (no surprise) that was also a failure. I have been an American Advantage customer for over 30 years. This is by far the most disappointing experience I have ever had with any airline. I have lost faith in this airline.