First-class airline passengers expect to be waited on hand and foot by flight attendants. They especially don’t want to spot a bed bug climbing up their leg. One unfortunate flyer found a bed bug on themselves during an American Airlines flight earlier this week from LaGuardia Airport in New York to Detroit Metro Airport. The experience was gross enough for the passenger to get 7,500 bonus miles for their trouble.
The passenger on American Airlines Flight 4412 created a throwaway account on Reddit and quickly took to the carrier’s subreddit to share their ordeal. They posted a picture of a bed bug on an airline napkin with the following caption:
Using a throwaway account to avoid doxxing myself (as much as possible). Found this bed bug crawling on my leg mid flight (LGA to DTW). I was seated in First Class. I put it on the cocktail napkin to show the FA [flight attendant] who promptly informed the Captain using the phone/intercom. I had to change my clothes in the airport and bagged them. They are being washed right now. Hoping no stragglers got on my backpack or checked bag during the clothing swap. I already logged a complaint with AA.
The disgruntled flyer was understandably worried about their flight home and also shared the response they received from American Airlines:
Please accept my deepest apologies for the experience you’ve described. Our commitment to placing you at the center of all we do is unwavering, and your feedback underscores this commitment. Rest assured; your insights will be made available to our leadership team as we work to ensure we provide the high-quality customer experience you deserve.
The boilerplate complaint reply was underwhelming, and the passenger said in a thread, “It’s insulting to get a canned response like this.” Other users on the subreddit encouraged the poster that it was likely an auto-response and recommended prodding the airline by replying. Surprisingly, American responded again:
I can certainly understand how uncomfortable it must have been for you when finding a bug on your seat. We want all our customers to have a pleasant flight when traveling with us. I am sorry to hear that was not your experience.
As always, we rely on our customers’ feedback to help us improve our service and uphold our commitment to provide the best travel experience possible. We look forward to rebuilding your confidence in the future.
As a tangible apology, and in hopes of restoring your confidence in us, I’ve credited your AAdvantage® account with 7,500 bonus miles. The adjustment should be reflected in your account shortly.
All in all, the passenger was more frustrated by American Airlines’ response to the incident than finding the bed bug itself, both the auto-response message and the plane being sent on another flight directly afterward.
American Airlines Flight 4412 is operated by regional airline Republic Airways as an American Eagle service. My experience flying the regional carriers is generally awful. The planes typically feature worn-out and rarely cleaned cabins. I can flip a coin to guess whether or not some weird debris will blow out of the vents onto my head.
