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Airline: American Airlines (AA)
Flight Number: AA120
Route: DOH-PHL
Class: Business Class
Aircraft: Boeing 787-9 Dreamliner
Registration: N831AA
Delivered: October 2017
Flight Duration: 12 Hours 50 Minutes
Distance: 6,797 Miles
Overall Impression:
We’ve been big fans of Qatar Airways’ business class, which is widely recognized as one of the best globally, and it’s been our almost exclusive choice for flights in and out of Doha. So, when it came time for our ultra-long-haul journey from Philadelphia to Doha, we were really looking forward to experiencing American Airlines Business Class on their Boeing 787-9 Dreamliner. We know American has been making strides in their premium cabins, and we were eager to see how their current business class product stacked up, especially when thinking about our positive experiences with Qatar Airways. Throughout the flight, we took note of the comfort of our seat and the meal service to the crew’s attentiveness, to understand what American Airlines is doing well and where there’s still opportunity for growth.
What I Liked:
The Seats – Stepping into the American Airlines 787-9 Business Class cabin, we were greeted by the familiar sight of the Super Diamond seats. These are configured in a 1-2-1, all-forward-facing layout, providing direct aisle access for every passenger. While American has recently been flying their new flagship business class product with privacy doors, these current seats still delivered a good sense of personal space, and we found them to be genuinely comfortable. They adapted well for various needs throughout the flight – from comfortable dining to relaxed lounging, and especially for a solid stretch of sleep. The presence of individual air nozzles in the cabin was a definite plus, allowing us to cool down when it was time for to get some rest. My only minor quibble was occasionally nudging the pull-out table with my knee while asleep, but this was a small consideration in an otherwise well-designed and highly functional seat.
The IFE – We were genuinely pleased with American Airlines’ in-flight entertainment system; it’s definitely one of the better ones we’ve encountered in the industry. The interface was intuitive and remarkably responsive, which made browsing their comprehensive library of movies, TV shows, music, and games a seamless experience. Our personal favorite was the Panasonic 3D moving map – it offered a fantastic, immersive way to track our flight and explore the virtual landscape below.
Unfortunately, the in-flight Wi-Fi was quite expensive at $30 for the entire flight duration. While the connection was generally reliable, its speed felt noticeably slow, especially when compared to Qatar Airways’ “Super Wi-Fi” (which typically costs $10 for the whole flight) and even more so against Qatar’s newer Starlink Internet, which impressively offers free access for all passengers on equipped aircraft.
What I Didn’t Like:
The Service – The service on this flight was, in a word, adequate. Our flight attendant was generally friendly and efficient. We were offered pre-departure beverages during boarding and she was present through out the first meal service. However, the experience felt more like “going through the motions” than truly attentive. Proactive drink refills, for instance, were noticeably absent – you had to specifically ask if you wanted another beverage or a refill. Additional meal services were conducted mid-flight and again approximately two hours before landing, and while these were delivered without issue, the service style remained consistent with the initial offering: perfectly functional, but without that extra touch of warmth or anticipation that elevates a premium cabin experience.
The Amenities – American Airlines provided a standard array of business class amenities, including an amenity kit, bottled water, slippers, and B&O noise-canceling headphones, along with a decent pillow and duvet for in-flight rest. These were functional and met basic needs. Yet, given the ultra-long-haul nature of this nearly 13-hour journey, the absence of a mattress pad for the lie-flat seat and complimentary pajamas was a distinct omission. Airlines like Qatar Airways have set a clear precedent by providing these amenities on comparable routes, making American Airlines’ decision here feel like a notable step behind in the pursuit of a truly premium business class experience.
It was OK, I guess…
The Catering – Our culinary journey on American Airlines out of Philadelphia was decent overall, though it certainly didn’t quite reach the heights we’ve come to expect from leading international carriers. The initial meal presentation, in particular, lacked the refinement typically associated with a premium cabin, even if the food itself was mostly palatable. Our starter tray, featuring a Mediterranean salad and Arabic mezze, was perfectly acceptable. For the main course, I had pre-ordered the Chicken Zurbian; it was fine, but ultimately rather forgettable. My companion’s seared barramundi, while slightly overcooked, still managed to deliver on flavor. As always, the ice cream sundae for dessert was a delightful standout and remains a consistently enjoyable highlight of AA’s meal service.
Mid-flight, a hot snack was offered. I opted for the grilled cheese sandwich, served with a side of coleslaw, while my companion chose the Lamb Kofta dish with a cucumber salad. Both were satisfying enough, but we felt there was definite room for improvement in both taste and overall presentation. For those needing an extra bite, a snack bar was also available in the galley, where I picked up a couple of convenient granola bars.
The pre-arrival meal, served about two hours before landing, was a pleasant surprise. I chose the American breakfast, accompanied by a pastry and fresh fruit. Considering we had been in the air for over 10 hours, this dish was remarkably good – a truly satisfying and flavorful way to end the flight on a high note.
The Philadelphia Flagship Lounge – American Airlines recently debuted their new Flagship Lounge in Philadelphia, and we can confidently say it’s an incredible improvement – truly leaps and bounds better than the old Admirals Club. The space itself, while perhaps a bit more compact than some other Flagship locations, is genuinely beautiful and thoughtfully designed. We loved the warm wooden tones and modern furnishings that create a sophisticated yet inviting atmosphere. The lounge staff were equally impressive, proving very friendly and accommodating throughout our visit.
Beverage and Dining options included a modest, but well-presented, wine and buffet spread, with the added convenience of being able to order from a menu using a QR code, which was a nice touch. Using our phones, we ordered a Cacio e Pepe salad and soft pretzel to start, followed by a Philly Cheesesteak sandwich, all of which did not disappoint. This was followed by a couple of scoops of decadent mocha ice cream with crushed heath bars. Yum! 🙂
A highly welcome addition to the lounge were the showers, a feature previously unavailable before the renovations, making it easy to freshen up before a long journey.
Overall, we found the lounge to be a significant upgrade, offering a comfortable and stylish pre-flight haven. Our only caveat was that it did get quite crowded during our stay, and we observed other passengers waiting a while to secure a seat.
Bottom Line:
American Airlines’ Business Class on the 787-9 offers a solid business class product, particularly with its comfortable Super Diamond seats (though doors are still to come) and an excellent in-flight entertainment system. The new Philadelphia Flagship Lounge is also a significant upgrade over their previous offering.
However, against the benchmark set by Qatar Airways, AA still trails in key areas: Wi-Fi is slower and pricier, service lacks the consistent proactive polish, and business class amenities like mattress pads and pajamas for long-haul flights are notably absent. While AA is making strides, the competition continues to offer a more comprehensively luxurious and refined premium experience.
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