In recent months, some business-class customers who complained about the seats have received travel vouchers and seat upgrades for future flights. American says it is close to fixing problems on 3,400 business-class seats that were installed two years ago in its Boeing 777 and 767 jets. Complaints about business-class service are uncommon. Airlines every few years spend millions of dollars overhauling their business-class services and do it with great care.
Airlines now jockey to offer the most legroom, best menus and most comfortable seats for sleeping.
More than a dozen American fliers have been posting complaints about the business-class seats on traveler Web site FlyerTalk since October. Features of American's seats include ergonomic controls, six-way adjustable leather headrests, personal reading lights, laptop power ports and adjustable lumbar supports inflatable cushions attached to the seats to provide lower back support. American's seats ranked No. 21 for comfort among those of 66 airlines that Skytrax evaluated in 2000, up from No. 33 in 1999. Continental were the only U.S. airlines in the top 10. The seat back has an inflatable cushion for lower back support that passengers are supposed to be able to inflate or deflate to their preference.