A furious CEO has shared another example of American Airlines' poor customer service after her 'confusing' experience trying to fly first class.
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CEO → share → experience
Former Fox News anchor Melissa Francis, 53, made her dissatisfaction public in an X post on Wednesday.
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dissatisfaction → make → Wednesday
'I absolutely HATE American Airlines,' the chief executive of media company Sailfish Productions said.
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executive → hate → Productions
'I bought a first class ticket and when I got to the gate, they had switched my seat to coach.
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they → buy → coach
'
After she asked about the confusion, a desk agent allegedly told her that this 'happens all the time' before denying Francis a refund.
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this → ask → refund
'She said no and I can get on Twitter and complain if I want to ask for a refund or I can sit on hold, but she suggest tweeting because nobody answers the phone,' Francis said.
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Francis → say → phone
'Even though she says she runs into this problem on a daily basis so obviously this is a scheme of theirs to boost revenue.'
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this → say → revenue
Francis also complained about issues related to TSA lines when she flies with American Airlines.
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she → complain → Airlines
Melissa Francis, 53, made her dissatisfaction public in an X post on Wednesday
Francis is a former Fox News anchor who is now CEO of Sailfish Productions
'Neither of these problems have once happened to be on any other airline,' she wrote.
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she → make → airline
'I would love to avoid flying with them, but there are some routes from my home that only they do sadly so in the future I'm going to walk rather than buy a ticket with this horrible horrible airline.
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I → love → airline
An American Airlines spokesperson commented under Francis's post saying: 'We're really sorry to hear this happened.
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this → comment → post
That isn't the experience we want for you.
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we → want → you
Please send us a DM with your confirmation code, and we'll take a closer look at the seat change and TSA PreCheck concerns.
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we → send → change
We'd like the opportunity to review what's going on and help where we can.'
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we → like → opportunity
The Daily Mail has contacted Francis and American Airlines for further comment.
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Mail → contact → comment
Francis's public dissatisfaction comes after a series of controversies involving the airline.
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dissatisfaction → come → airline
In 2025, American Airlines CEO Robert Isom came under fire on social media for the 'disrespectful' outfit he wore to film a video statement regarding a plane crash.
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he → come → crash
And earlier this month, a man was duct-taped to his seat on an American Airlines flight after going on an alleged alcohol-fueled racist and homophobic tirade that caused the aircraft to divert.
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aircraft → tap → tirade
In August, American Airlines customers were left fuming after the company stripped away a beloved perk.
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company → leave → perk
American Airlines commented under Francis's post saying: 'We're really sorry to hear this happened.'
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this → comment → post
Arthur Lundeen, 67, of Arizona, allegedly had to be zip-tied and duct-taped to his seat on Flight 618 from Dallas, Texas, to Newark, New Jersey, after allegedly going on a racist and homophobic tirade
Passengers were given no information and were held on the tarmac for up to three hours in July
For select flights to and from Hawaii and on transcontinental routes, frequent flyers are now added to an upgrade list for premium economy - instead of elite business class seats.
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flyers → have → seats
And in July, the airline left hundreds of passengers stranded on nine planes for three hours at Raleigh-Durham International Airport.
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airline → leave → Airport
American Airlines also faced backlash for delaying a flight for more than 15 hours, only to cancel it entirely after passengers waited all day, last winter.
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passengers → face → it
The issues come amid a dispute between American Airlines pilots and the company's CEO Robert Isom.
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issues → come → pilots
Captain Nick Silva, an American pilot who serves as president of the Allied Pilots Association, attacked Isom in a statement: 'The pool of talent to lead airlines seems to be relatively small.
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pool → serve → airlines
It's just the question of is there somebody out there who can turn the ship around faster?
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who → turn → ship
We have hope that there's somebody out there who sees the potential here, who sees what we see, and is able to come in.'
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we → have → what
The pilot's public discontent and senior management has been making headlines since earlier this year and is part of a public feud between American Airlines senior management and its pilots and flight attendants.
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discontent → make → management
The union that represents the airline's more than 25,000 flight attendants, the Association of Professional Flight Attendants, declared that it no longer had confidence in Isom's leadership which started in 2022.
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which → represent → 2022
In a statement sent to The Dallas Morning News, American Airlines said: 'We value the perspectives of our pilots and all team members and maintain regular dialogue with our union partners.
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We → send → partners
'While there is more work to do, American has a clear strategy, we're making meaningful investments across the business, and we remain focused on improving performance and delivering long-term value for our customers, team members and shareholders
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we → be → customers
,' the statement continued.
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statement → continue → ?
The Aporia
