isabel, there was no one to complain to, last year or yesterday.
Could not check-in ahead of getting to airport - msg on NA website said something to the effect of “Pre-Check in disabled.”
I had on my phone the confirmation from booking my flight which showed an aisle seat - but it was useless as there was no NA agent at the airport.
I had to wait until i got on the plane yesterday, and last year, to talk to a flight attendant. Plane was packed full, i had to wait until everyone was in their seats, and by some miracle they found me the only aisle seat available. I still don’t understand how it happened but i was very grateful.
I have to say, 3 of the flight attendants (and several last year), were beyond wonderful. Incredibly kind and wonderful.
I also only got one of the 2 meals i paid for. They did not have me on their list that i had paid for food. One of the FAs gave me the hot meal anyway - although i’m vegetarian and all she had was chicken/beef. But i did not get the 2nd meal. I didn’t care - i brought nuts and nutrition bars with me - but it was the principle.
The flight attendants made all the difference for me, but the airline itself is to blame and there is nothing i could do then, or now, about it. You can spend 4+ hrs calling and talking to their call center - all to no avail.
All this said though, the actual experience of being on a Dreamliner (in coach) cannot be matched by any other plane in my experience - and NA is the only airline that you can be guaranteed of a Dreamliner (yes, i understand they sometimes have to use a different plane).
As i sat there, very comfortable in coach, i thought it is still worth it to fly NA despite the problems i’ve had getting the seat i paid for. Because the cabin is pressurized at a lower level than other planes, because they pump in more fresh air than other planes, because they use natural lighting, because coach seats are so comfortable and have more leg-room than other planes i’ve been on (in coach) all add up to feeling physically better during a flight, and after a flight - less jetlag for one thing. And that is huge for me.
I hope they do stay in business, but man, their customer service is absolutely awful.