Most of my friends joke that "I should sit with the pilot". I'd wish. American basically doesn't care... or seemed to not care at all.
Recently, that changed, an AA created something they call a "Brand Forum"
In this "Brand Forum" we get asked cute questions (if American Airlines were a person, who would he be?), some serious ones (what do you like about us? What do you hate about us?) and everything in between. And, yes, we do "have our say"
However...
1. American never, ever, ever responds to anything whatsoever. So, rather than a dialogue, AA missed the opportunity and turned it into a monologue. And it shows, as the forums advance (we are now on the 7th and I keep following it the same way people follow an accident, to see if there's blood) they get darker, more unfriendly, uncivil and vitriolic.
2. Even among participants... it is not a forum, it's a collection of monologues, where we all write to see what we wrote and, why not, to vent. But really, no one cares, or reacts, to what others wrote.
3. There's no even a "past forum synopsys" which would have been easy to do by having some college intern summarize the key points.
The value of what we are giving AA is google-nesque in proportions: they are talking to their elite passengers, gathering the most heart-felt information and learning. But... they are missing the chance to transform the 60% of us in the forum who think that AA sucks and turn us into salespeople.
Fail!
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