Flying business class is as much about the onboard experience as it is about the seat. On my recent American Airlines Dallas (DFW) to São Paulo (GRU) flight aboard the Boeing 787-9, the crew proved just how much they can shape a journey. São Paulo is quickly becoming my second home as my partner and I fly back and forth to see family several times a year. We try to fly LATAM business class whenever we can, yet sometimes we fly American via Miami or New York. We fly so often to GRU that 99% of the time, I do not even write about the experience! Yet this trip was different. Sure the seat, the plane, and everything else was the typical AA experience, yet the crew stood out.
Check-in & Pre-Boarding
Check-in was actually done elsewhere, as I was flying on points Seattle – Los Angeles – Dallas – Sao Paulo. Not the most direct, but it allowed me to visit the Qantas First Class lounge on the way. The Qantas First lounge at LAX is as great as ever and I was happy to be able to make due with a 3 hour layover.
When I arrived at DFW I did visit the Dallas Flagship lounge. What a garbage lounge compared to the new Delta One Lounges and United Polaris lounges. AA lounge game is STEPS behind the competition. Their “cook to order” meal was mac and cheese, and this was NOT cooked to order. It was slopped onto the plate by an attendant and the bacon was warmed in a pan. Trash. I heard two Qantas flyers making fun of it and the “American” idea of what’s good.
After a VERY short stay at that flagship lounge I went to board my flight. Priority boarding was already completed. I walked up to the priority line and waited to be acknowledge. One employee was busy checking passports. The other gate agent saw me waiting, smiled, and hustled over to check my passport. I honestly was surprised. I was more than content to wait a minute or two.
Cabin & Seat
The 1-2-1 reverse herringbone configuration on the 787-9 means every passenger gets direct aisle access. The seats are the American Airline standard and have been around for some time. They are comfortable enough. No door, but I still like them. The seat itself is spacious and well-designed. There is storage for small items within arms reach. There is also a large tray table which folds away. The lie-flat functionality worked seamlessly, and the provided Casper bedding pillow and blanket made it easy to rest. I also like that they have done away with the plastic and now place these in reusable zipper bags. Smart! Plus slippers, which are great for quick runs to the bathroom during flight.
Crew & Service
This is where the experience truly stood out and why I am writing this review. A great crew can elevate a flight, while a disengaged one can make even the best seat feel like a disappointment. Fortunately, this flight had one of the friendliest, most interactive crews I’ve encountered on American Airlines in a LONG time!
From the moment I boarded, the flight attendants were warm and engaging—addressing passengers by name, proactively offering assistance, and making conversation without being intrusive. Cheryl, the lead purser came around and introduced herself and thanked me for flying with her and American Airlines today. She addressed me as Mr. Horan and confirmed that I knew my way around the seat, had a menu, headphones and everything else. Very professional and what I am use to one world class carriers like JAL, Qatar or Singapore airlines. Was this actually American Airlines?
Unlike some business class flights where service can feel robotic or indifferent, this crew had a genuine enthusiasm for their work. JB who was working my side was on reserves and called in last minute. She was very excited as it was her first trip to Sao Paulo. Plus, when I told her it was Carnival weekend, she became even more delighted as I shared with her tips on what to see and do during her layover.
Throughout the flight, the crew delivered amazing service, consistently offering drinks and meals without requiring passengers to ask—a small but noticeable touch that enhanced the premium experience. Even when I requested dessert, they proactively brought me the Port, mentioning that it was particularly delicious and paired well with the cheese. Too full for the cheese, I decided to skip it, but I appreciated that they offered it. I couldn’t believe how nice and proactive this crew was!
At the end of the flight, Cheryl made it a point to check in with each passenger to ensure expectations were met. Another cute perk, when I woke up for breakfast, I found a lovely hand written note and breath mint thanking me for flying today! Little touches like this make guests feel special
A fun reel of my trip!
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Final Thoughts
American Airline crew hit it out of the park! This flight was a reminder that the crew can make or break a premium experience—and in this case, they absolutely made it. While American Airlines’ hard product is solid on the 787-9, it’s the engaged, friendly service that transformed this from just another long-haul flight into a genuinely enjoyable experience. I so often try to avoid flying American Airlines on trips to and from Brazil, or really anywhere, but this trip made me want to fly American Airlines again!
