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Customers have reported the return of blankets and pillows in domestic first class on American Airlines' cross-country redeye flights. These amenities, standard for premium transcontinental routes such as Los Angeles to New York, had been absent from overnight flights like Seattle to Miami and San Francisco to Philadelphia since before the pandemic.
The reintroduction has been positively received online, with comments describing it as “very welcome news” and a “small step in the right direction.” An American Airlines spokesperson confirmed, "We started providing blankets and pillows to domestic first class on red-eye transcon flights this summer."
Concerns have been raised about the airline's marketing strategy. Critics argue that positive changes are not adequately communicated to customers, potentially undermining efforts to enhance customer experience and increase revenue. The lack of awareness may result in investments appearing ineffective if they do not significantly impact customer behavior or satisfaction.
