AA Ref#1-23467232186: I embarked on a series of AA flight on Friday, Nov 18 (AA2374, AA6006, AA193) and was seated in 5J on AA 193. However, when we were airborne, I noted that my seat did not recline, which is clearly not optimal given a flight time of 15 hours. My points are the following: It appears that it was known to AA that there was a problem with the seat PRIOR to departure. However, I was not informed and hence did not have the option to make alternative arrangements. Response from your Customer Relations Officer highlighted below and photo I took on the aircraft. To avoid any misunderstanding, because of the different seat configurations of our various aircraft along with the restriction to allow a seat to recline as part of the design to accommodate qualified disability passengers (in the front and/or back row of the seat that doesn't recline), there is no guarantee that a provided seat will recline. While we make every effort to complete all repairs promptly, realistically we cannot always be completely successful. Occasionally, there is insufficient time for our maintenance crews to ensure all customer service items, like the recline feature on a seat, to be operational and still dispatch the aircraft on time. In such instances we may defer repairs in the interest of an on-time flight departure. Let me assure you, however, that the repair of safety related items is never postponed. From what I can gather from your response, does this mean that in future, when I travel on business class, there is no way that I will know prior to boarding whether my seat will recline (reason given by airline was to accommodate disabled passengers)? In addition, whilst there is NO guarantee that a seat will recline (which I appreciate as it could well break down without any notification), does this also mean that there is no obligation for AA to inform the passenger even when they know? Not once have I come across this in my many years of international travel. It has been stressed several times in the earlier exchanges that the gesture of 10,000 miles is offered and intended as ‘goodwill’. I am not sure how to take this as I find the reasons offered thus far somewhat unacceptable. When we enter into agreements, surely there are some expectations in terms of service levels. I have been in the service industry for many years and struggle to understand what has been communicated to me. I am also a frequent traveler of the ‘One World Alliance’. Hence, I believe I have some idea on what “good” service looks like.