American Airlines Employee Answers

Matt C (who left no contact info) posted comments in response to a couple of my blogs about American Airlines Sucks.  There were also other comments posted previously by other disgruntled travelers.  I'm posting Matt's unedited comments here for about a week.  I'm not interested in my blog becoming a battlefield between airlines and their customers, so after a week, that's it.  I could comment on Matt's comments because there are some things I think he doesn't get.  But, you read and decide.

Here's Matt's first post -

First and foremost, I'm a gate agent with American Eagle (lil American).
So now that we have that out of the way.....The $215 was, as I would expect, a ticket bought as an advance purchase.  It is true that as you get closer to the date you wish to travel, that the price becomes typically more expensive (although that is certainly changing very rapidly).  This is the same way that every airline operates, even mighty Southwest.  Yes there are change fees, and for a simple reason. 

It discourages everyone but
those that absolutely must change their ticket.  Why?   
Because if everyone was constantly changing their reservations, without any damper, our reservations system, SABRE, would probably explode. Same anywhere else--if you bought a product and had it shipped to you--then changed your mind and wanted a different product, then you will pay both a reshipping fee and in some cases a restocking fee. Platinum members do indeed carry alot of 'weight' as you put it--just ask any normal standby passenger who's just about to get a boarding pass when a platinum member shows up wanting the earlier flight. As someone in the trenches every single day, I can promise you that the good people I work with, and know better than anyone here could, DO care about the passengers they serve.  Is the system perfect? No.
If you can develop one--you'll be very rich. Do things happen out of our control? Yes.  Does that make us a 'literalist' as someone put it? No, it means that we are using the system we have as best we can.  If you don't like the system, as I mentioned before, invent a new one. There are so many things that the flying public simply doesn't understand about how things work the way they do at an airline. 
Most are concerned about one thing only--how much.  And while gas prices for your car go up up up, air fares are going down.  And yet while air fares should be going up beyond the reach of many, people like myself take paycuts and work long hours to get my passengers taken care of.  And I
think I do a great job.  I think the people areound me do a great job.    Yet
no one mentions how cheap it is to fly, but do mention that we no longer have pillows on the planes.  Which would be better--pillows or ticket prices twice what they are now?  What so many of you do not realize is that the airlines are footing the bill.  We are losing money despite record load
factors.  Why?    $50+ for oil, and fares that continue to drop instead of
rise to meet the change in oil prices.    Now before you quote the airlines
making money, let me explain.  Southwest is a great moneymaker.  They pay their employees very low wages, and most importantly have hedged fuel.
Meaning that they bought fuel several years back to supply themselves until nearly the end of the decade.  Their fuel bill is less, and so their fares
drop as well.  JetBlue is making a little money for 2 reasons.    No employee
there could be considered senior, and they have yet to pay a dime for their aircraft.  So yes they are making money--but take my word for it will not last.  In 2010 when Southwest is out of hedge fuel, they to will come back to earth (their profits are already tapering off)  Which isn't to say the business plan they have is genius--it is.To the guy trying to cancel your 'disaadvantage' card--hey genius just don't use it.  And to the folks wishing for my employer to go broke and hope that it happens soon......you should be ashamed.  Perhaps you haven't thought that if that were to happen my little girl would be on welfare.  And she isn't alone. 
There's 80,000 of us hoping and praying that our airline and our industry make it out of the worst time in its existence.  Because our livelihoods depend on it.  Our families depend on it. Thats my motivation when I go to work everyday. I think if you took the time to ask, you'd find alot people sharing that ideal.  Are there bad apples in the family? Yes, and while I'm sorry for it, show me one company without a bushel full (I've met plenty from everywhere--FedEx to Krogers)  I'm truly sorry for your bad experiences, but please realize that the majority of people that you are wishing such a horrible fate on, do not deserve it.  As is, if you still feel that way, then I personally ask that you fly another airline, because I would rather not serve someone who'd wish that on someone else over a change fee.  Sorry for the long post.  BTW if you have legitimate complaints (i.e. the bad manager, write in---it does make a difference.)

Here's Matt's second post -

I'm sorry, but you are completely and totally wrong.  In no way are the airlines looking at passengers as 'enemies'...I mean, are you nuts?  My entire point in my post was that the airlines are doing the best they can in the worst possible economic and financial conditions.  Are certain things having to be cut out (pillows, meals etc.) yes. The reason being is that if we didn't, ticket prices would have to go up.  AA and others are cutting costs so as to be able to provide afforable travel to the general public.  It wasn't really that long ago that flying was the domain of the rich and well to do.  Now it's cheap enough that most people can go wherever their hearts take them.  Do airlines want to make a decent profit?
Well of course, its a business!!! What business exists to do anything but make money?  The problem is that Southwest made no frills flying popular, and now everyone is having to adopt that style, because the number one
thing people want are cheap tickets.    As for the execs--this might be the
one thing I agree on with you.    They continue to receive bonuses while the
rest of us make do.  I don't like it, but it doesn't affect how I treat my passengers.  You need to quit laying blame on every employee at AA for a bad experience you had with an employee or two.  WE aren't blaming anybody, least of all our passengers. I could literally make this blog explode with the number of terrific letters we receive about passengers who have had great experiences flying with us--obviously those folks are the majority as we continue to fill up every flight in record numbers. And as for the 'growing' number of customers wanting our airline to fail...funny....our load factors have never been higher as I just mentioned.  And another thing ....if we did go under (by we I mean the 'stodgy old airlines' you refer
to) air travel would cease to exist as it does today.  If American Airlines alone were to fail completely, North Texas would be economically devastated.  Air fares would double, and even triple as demand would far outweigh supply and airport costs skyrocketed to make up for the lost business that American supplies (DFW, ORD, MIA, BOS, LAX, etc etc). Need
proof?    Check out the effects of Delta's departure of DFW--and they only
had about one-third the flights we have there.    If you think a $700 walk up
fare is alot....that figure would be close to $2000. Fact is, if you value air travel you can afford, then you had better hope that my 'stodgy' old airline makes it. Same with United and US Airways.  Unless you like driving
cross country.    So in closing.....#1 I care a great deal about my
customers, and the agents I work with do too. #2 You are certainly entitled to your opinions, but instead of making naieve and ludicrous statements on this blog, write in about your specific complaints with the names of those people you have a problem or didn't treat you right and help AA fix the problem! 

Comments

[Mike]

Matt,

Let me point out one of your biggest mistakes in your posting. SOUTHWEST airlines have the highest paid Passenger Service Employees in the industry. Everyone who isn't managment is UNION at Southwest. Time to come up with a better reason.

[Matt C]

After a certain amount of senority, yes they
do make good money )though less than the top out at AA, meaning you are actually wrong on that point. But starting out, and in their junior years..Southwest employees are not among the highest paid in the industry. 8.25 is the general starting point for service agents, while its 9.00 for American Eagle, and higher than that to start at AA. So no I wasn't mistaken at all sir.

[shelly nitz]

SWA SUCKS! THEY HAVE A NEW PROGRAM TO CUT COSTS CALLED RETURN TO EXCELLENCE, THIS MEANS STEP DOWN AND GET A PAY CUT OR THEY WILL FIRE YOU. MY HUSBAND WAS ABOUT TO TOP OUT AS A SENIOR SUPERVISIOR (27.58 AN HOUR) AFTER TEN YEARS OF PERFECT ATTENDENCE, ALL EXCELLENT EVUALUATIONS, HE WAS FIRED FOR SOMETHING CALLED "TIME ABUSE", THEY SAID HE LEFT EARLY, BUT YET HE DOES NOT PUNCH A TIME CLOCK. HE DID NOT LEAVE EARLY. WHAT A WAY TO SAY LAY-OFFS. I HOPE SWA GOES UNDER STAY SMART AND STAY UNION. ALL SWA SUPERVISIORS ARE NON UNION AND THUS ARE DISPOSAL AT WILL!!!!!

[SHELLY NITZ]

Just to let you know SWA fuel hedging actually runs out in the year 2007, not 2010. so they will be raising prices in the next year and trying to cut costs at there employees expense.

[nba]

The fact is that American Airlines is a crappy company with the most atrocious customer service of any company I have ever seen - airline or not. They simply do not deserve to be in business.

[Joan Tichenor]

I DID NOT change MY ticket with American Airlines, I CANCELED it and flew back on another Airline completely!

I was Physically and mentaly abused by American Airlines Gate Agents and Flt Attendents on Feb 13th at DFW. I am handicapped, so I have filed a complaint with the ADA.

After the abuse that I went through, I was terrified to fly back on AMERICAN AIRLINES. I now am afraid of being abused again by other airlines too, although NO OTHER airline has EVER treated me as badly as AMERICAN AIRLINES.

I encourage ANYONE who has been abused by American Airlines to file complaints and post them on ALL possiable boards.

I must also ad that if you are HANDICAPED, DO NOT fly American Airlines. My complaint is on file with the ADA for the Public to view if they wish.

All Be well,
JOAN TICHENOR

[Frequent Traveler]

SW hasn't been making money and keeping prices low just because of the fuel hedge. It certainly has helped since fuel has shot up in the last two years. But SW has the longest streak of profitability in the airline industry, dating back two decades.

It's not a coincidence that SW has been making money EVERY quarter for years and years while other airlines struggle. Their customer service is better than anyone else's. It's that simple. They are not perfect and they also have issues at times. But relatively speaking, they can't be beat. From the flexibility in booking, to the ease of changing itiniraries, to, and most importantly in my mind, the GREAT attituted exhibited by its front-line employees, SW is far ahead of the pack.

SW employees may be paid less, I don't know. But it really hasn't affected their performance. AA employees on the other hand, among the highest paid in the industry, are a NIGHTMARE to deal with.

[John H. Payne]

Your airline reservation system would NOT explode if you tolerated cancellations. LOL. I spent 3 1/2 years of my life building airline reservation software and before that I worked in reservations at United back when people did drive us nuts by changing airline reservations constantly. It did get old but your claim the system can't handle it is most definitely false.

The reason this struck a nerve with me today is because my daughter's trip to South America got killed recently when the tour operator in South America suddenly backed out. Long story short I ended up stuck with $952.50 in AA Vouchers (promised but not yet delivered).

So I've seen both extremes of it. I visited AA at MSP yesterday trying to offer to eat the outrageous $200 cancellation fee (even though this truly was extenuating circumstances) if they would refund the rest to my credit card but honestly with all the cutbacks they couldn't even find an AA employee who know the rule book.

I've become a grumpy old man who hates flying and I especially hate flying AA because this is no different from if you broke into my house and stole a thousand bucks. You can pray all you want but don't expect to fool God ... you better back up those prayers with something resembling decent civilized behavior. You're not even fooling me and I'm usually pretty easy to fool.

I'm not quite to the point where I hope AA goes out of business but I do wish you would pull out of MSP so we could get at least one of those SouthWest or Jet Blue type carriers in here. You could be right that in 10 years they will have lost their edge but people like me will probably be dead by then and it would be nice to have at least one cheery airline for my dying days.

[Joe McConroy]

Hi. I tried to make a reservation on AA.com for personal travel recently. I'm a weekly business traveler on American so I'm pretty familiar with the routine.

Tried to use the TrAAvel Perks promotion they've been pushing so I could get $200 off some tickets for my wife and I. The TrAAvel Perks web site was down for a couple days and while I was waiting for it to come back up, the itinerary I was eyeballing went up in price. Then I found out they wouldn't honor the TrAAvel Perks discount for my itinerary anyway based on some restrictions that were not disclosed up front. Spoke to about 4 different people about the misleading TrAAvel Perks promo, the web site problems and also the fare hike. Everyone I spoke to couldn't care less. All of them didn't seem to appreciate that I've been spending about 1400 bucks a week with American for the past 4 months. If I spoke to 4 more new people, I highly doubt the outcome would be any different. American screwed up, plain and simple.

Fortunately, I did not spend a dime through all this, so at least I have that to be thankful for, but now I have to figure out how to unload all of these AAdvantage miles I've accumulated because I want nothing more to do with this airline.

As for the trip I was trying to book, I simply took my business to USAir, where I proceeded to purchase more or less the same itinerary for $100 less and I didn't even need to sign up for a stupid promotional program either.

[Kristine]

American Airlines lost my baggage in January. My claim was $4,500 (all receipts included) but they sent a check for only $1,500. Think first before flying American and insure your bags. You can't trust these jerks.

[Tarrah Lantz]

I just dropped my husband off at the Dallas/Ft. Worth airport to fly to Boston on American Airlines. It was a 6am flight- the first of the day I believe. I dropped him off at 5:21am (plenty of time to check-in and get on the flight). There were no lines; the airport looked pretty empty and I expected no problems since it was so early. I sat in the car and watched through the window while he was at the counter. I called him on my cell phone to see if everything was alright. No- actually it wasn't. The lady said American has a policy that has apparently has always been there. You can't check baggage in after 40 minutes before a flight. WHAT? Now, he has to wait an additional 2.5 hours at the Boston airport for his bag.

Okay- I understand needing to have time to scan the luggage, a hanging bag with business clothes in this case, and then get it on the plane. But, 39 or 38 minutes before was too late. What horrible customer service. If the counter was busier I might glance over this and not care, but it wasn't. And, I understand airlines having rules like this especially when someone is checking in like 20 minutes before a flight. I question her enforcement of this policy when they were obviously not busy. Had I known about this I would've sped to get him to the airport quicker. I called American Airlines and had to speak to someone at Reservations (the customer service section just said you could mail, fax or email someone- no phone number was given). All he could do was tell me this was policy and act like I was the ridiculous one. He couldn't explain how 1 to 2 minutes affects the whole flight. Oh, and the flight left 5 minutes early at 5:55am according to the website! I would like to think the other passengers on board would have not minded if they took 1 to 2 extra minutes to get my husbands bag on board, because they still would have left 3 minutes early!

This is just absurd. And, we flew AA less than a month ago and had nothing but problems. The flight was scheduled almost 4 months in advance. We were flying to Ontario, CA from DFW to attend the Coachella Valley music festival in the desert near Palm Springs. Maybe 60 to 80 thousand people a day attended this event. Our departing flight was almost an hour late. For our return flight there was only 1 flight. We wanted to leave at 4:30pm as purchased. We received notification a month or so before the flight that they canceled it and changed the time to 11:30am! What a difference that 5 hours made. Because thousands of people were leaving the desert that Monday morning we flew back, I-10 was packed heading to LA and we almost missed the flight despite leaving super early. The lady at the counter was great and very nice to us despite our cutting it close. But, they gave away our scheduled seats. This I understand more because of our late check-in. I didn't even complain to AA about this. But, someone at corporate didn't do their homework to figure out why the 4:30pm was flight was great, especially with lots of festival attendees on that plane. Oh, and we got our luggage even though we did only check in 25 minutes before the flight! They were wonderful in Ontario.

And, the time before that, American delayed our departure and put my bags on the wrong flight.

I am fed up and will fly with another airline next time. My husband builds websites and I am tempted to see if americanairlinessucks.com is available for people to post their rants. Thank you for reading this!

[Yvonne]

I would also like to include my horror story from AA. I am still waiting to be reimbursed. *sigh*

Here is my story (or the lighter part of the experience)

- Arrived at Airport 3 hours before American Airline flight.
- Later told our flight would be delayed 1 hour.
- Waited and was told our flight would be delayed 2 hours.
- Then three.
- Then four.
- I asked for meal vouchers, my mother, my younger brother and myself were getting hungry. Was then told the flight was canceled.
- Forced to missed our booked bus tour in LA. Company refused to refund our money so we got stuck with a $300USD bill because of the flight delay.
- At the check-in, they gave us vouchers for one night hotel stay and a dinner meal. We were then told to take a free shuttle to the hotel.
- The shuttle took 5 people once and hour. There were about 100 people in line.
- We took a cab to the hotel. Line was huge, we waited patiently.
- Were informed by hotel that they would not honor the vouchers because American Airlines only called to check availability and never struck an agreement with them.
- Passengers reluctantly agreed to pay for the hotel out of our own pockets.
- Hotel announced that they were full. The manager arranged for a shuttle to take us to another hotel.
- After being told the shuttle would arrive in 20 minutes, the shuttle finally showed up after and hour and charged us to get the new hotel.
- Frustrated, irritated, tired and hungry, we had missed the hotel dinner time. We settled in and slept at around 1am.

- Woke up approaching the day with newer energy. But found out that the hotel does not provide shuttles to the airport.... ........ Called for taxi.
- Arrived at hotel over 3 hours before boarding. There was no line no representative so we went to get breakfast after missing the dinner meal.
- Lined up less than an hour later.
- Waited patiently as we went through check-in and customs for FOUR HOURS.
- Flight left without us.
- Dealt with a representative threatening us with her position.
- Demanded a new flights. Transfered over to Air Canada (THANK GOD!) demanded business class. NEVER TAKE AMERICAN AIRLINES. After this experience I only heard poor things about their service.

--------

I am thinking of starting a website solely to post horror stories and experiences from AA hoping to get them to pay attention to their bad publicity.

I'm thinking of also asking people to campaign in different languages.

My mother who had purchased the tickets probably did not research AA's reviews online (she does not speak English). I know a lot of passengers out there are hurt, frustrated and outright pissed.

Our patience was abused and the injustice goes uncared for.

Again, I've e-mailed Silverman helps and hopefully he'll come on board for this fight! Fellow passengers and neglected clients of AA, we can come together. There are strength in numbers.

We have to make this go public!

[Blake]

I am proud to say I have had at least Platinum status with American for the past 3 years and at the end of this year it will be expiring and I couldn't care less. I live in Dallas and feel trapped by AA but have been LUCKY enough to work in Houston and now Austin for the past year and can skip AA and operate on Southwest out of Love Field. I have traveled so much, I can fly a companion for free every time I fly, whether my ticket is a free ticket from award travel or one I have purchased. You ever hear of anything like that with AAdvantage? They should rename their 'award' program to AAssholes if you ask me.

A lot of people complain that flying out of Love Field on Southwest limits where you can go because of the Wright Amendment. My response to that is, I would gladly take a stop in another city in Texas or one in a neighboring state if I can avoid flying American. I know SEVERAL business travelers who fly on Continental to Houston and then to their client sites just to avoid flying American. And who can blame them? If I wanted someone to complain any and every time I asked for something, I would have gotten married.

[mike]

I fly Continental now. American Airlines got all our companies business for quite some time but their service and policies just got too out of control.

[barbieG]

american airlines sucks! their staff is SO rude. i had someone yell at me yesterday: the guy who filed my claim after my luggage was lost (for the 4th time in the past 12 months). i asked to speak to a manager and he said "what do you want from me? [said employee] has a loud voice!"

w.t.f!!!? these people are crazy and i dont know why i kept giving them my business after so many bad experiences. NEVER AGAIN!! they can take my AAdvantage points and shove em...

[Johnny Sheppard]

SWA employees wages are very low?
Im a 12 year SWA ramp agent, Im topped out, $24.00 per hour with great stock options. In Oklahoma City, that is a nice living.

[GHF]

The CEO of American Airlines must be a real loser if he doesn't see that his airline lacks courtesy and professionalism. Some of the FAs are not FAs, they are stew broads looking for a husband. Some of the pilots are idiots. I was at a gate waiting for my flight when a crowd of AA pilots gathers only to oogle and gawk. It was disgusting. I guess for some of these guys women must be scarce. Men with experience would never be so obvious. These guys were pigs. AA is far too arrogant with nothing back that arrogance.

[Sapphire]

Hello,

We just paid $175 change fee on one flight. Tried to cancel return flight home for another traveler. He's not flying home so we thought they might want someone else to be able to take this flight home during the holidays. The agent was terribly rude. It was going to cost us $15 to cancel the flight. If he just doesn't show up, he loses the flight, no credit, but it doesn't cost anything. Weird! I spoke to a supervisor who was even more rude. We are committed Southwest travelers from now on!

[Junowhy]

AA lost my business over a $100 change fee: While my father was in town for Christmas we booked another flight for him to come back in February. Unfortunately, the cities got reversed when we booked and they want a $100 to change it on a $188 ticket. A customer service agent manager, Laura Glasgow told me that it happens all the time, but that she didn't care and there was nothing anyone could do. She was wrong, I booked another flight with US Airways for the same price. I may still lose $100, but I'm not losing it to them. My biggest beef: Is the rude arrogant customer service reps. Why don't you charge a percentage? 10% maybe. $100 change fee is more than half the fare. And it's still two months out. Sorry, just venting now!!

[Bobo]

I'm VERY DISAPPOINTED in your whole way of how American Airline deals with customtors.

EVERY INCIDENTS LIKES THIS WILL MAKE YOU LOSE MORE CUSTOMERS. THIS IS LETTER that my sister wrote to the public:

On December 28th, I traveled from Dallas Forth Wort to Indianapolis.

It was nice winter break I had until I found out that my baggage has

been delayed. When I went to pick up my baggage at Indianapolis, I found

out my bag was delayed so I immediately went to the baggage claim service.

The guy nicely asked for the desription of my bag and gave me the file locator number. I found out that they didnt give me the tag sticker when I

checked my bag. The guy said that it wasnt going to take more than 2days and they usually ship my bag in 24hrs. After 2days I became unpatient and call the 1800 535 5225. They said that since it is a holiday season, there are many bags that are lost and are waiting to be delievered so I said ok fine I will wait. After 5days, they said that since the bag has been delayed more than 5 days the file goes to the Central Baggage Service Department at American Airlines. So it was now the different number. 1800 866 4010.

They said that they were sending me Property Questionnaire to list baggage contents and other pertinent information. They said the mail was sent to my adress that day so I had to wait until the letter was arrived. After 2weeks,

when the letter still didnt arrive, I found out that I could print the

questionaire form online by myself so I had to print it out by

myself and fax them.which means that now its been almost 3weeks since I havent recieve my bag. I have lost my patients. I called several time

this week again but all they are saying is that they recieved the questionaire

form and is still on process. When I wanted to talk to the supervisor, the

woman who works over the phone said "we dont transfer the call to the supervisor" I asked why not and she just said "we dont transfer the call to the supervisor" again, as if I was dump or something and when I asked her

"Is this how you do your job?" she just says "Yes, did is how I do my JOB! "

I just hung up the phone...

I just started my semester and I had to buy all new clothes again just for

2weeks. My underwears,skincare and winter jacket were all in there.

When I tried to call the customer survice numbers, not only did I had to wait for long time,

I also got treated as if it was my fault that baggage got delayed.

I am sick of calling and now I used up all of my minutes for my phone..

I know my rights. My time, effort, everything is just a waste.

Time is money and I know is cost more than what I lost.

All I want was my bag to be arrived but now I am angry.

This report might sound crazy but suppose that you are in my shoes..

you wouldnt just sit in your chair and wait for a bag forever.

I want to know.. what is my Rights? What should I do?

I am helpless..Please

I did some research and

"According to paragraph 3 of section II of Title IV of FAA code,

if your luggage is delayed for four days, you have the right to

a full refund of the fare you paid for your flight as well as

vouchers for 4 additional filghts, plus full compensation for the lost luggage."

HOW ARE YOU GOING TO PAY HER BACK?

[Barbara Mannis]

I had several issues with American. Long drawn out stories which nobody wants to hear.

Anyway, I got pissed off and bought my next several tickets on US Air instead. Then I wrote to American's CEO, Gerard Apey, to complain about the issues and attached the photocopy of all the USAir tickets I bought just to let him know that I wasn't blowing smoke up his ass when I said I was never flying on American again. I did this because everybody always claims they're not flying with American anymore when they get pissed at them, but this turns out to be an empty threat most of the time in my opinion and the airlines know this.

So, I figured I would PROVE that I'm not flying with American anymore and guess what? I got return calls from some top level people, apologies galore, and some freebies which I won't disclose here. Bottom line: Got problems? Write Gerard.

[G. Wright]

Sad Story. A couple of months ago, my wife and I had tickets on an American Airlines flight. We had to cancel due to illness. We received credits for the cost of the tickets. Later, my wife used part of her credit for another flight. American sent her a $160 voucher for the balance. I phoned American and asked if I should receive a voucher for my credit. I was told that was not necessary, that all I needed was my flight info to book another flight.

No long ago, I booked, by phone, another American flight for the two of us. The agent used my credit, which was more than my ticket cost, and applied the balance of my credit plus my wife’s voucher to my wife’s ticket. I still owed $100 and I used my credit card. I asked the agent if I needed to surrender the voucher to American. She said I did not, that it was all taken care of. “Are you sure,” I asked. “Absolutely,” she said, “you’re all done.” I don’t like to drown in a sea of paper, so I put the voucher in the trash. American sent me an e-mail confirmation. It sat in my inbox for a day or so, and then I printed it. I confirmed only my itinerary, not my wife’s. I called American and asked if they could send me a confirmation for my wife’s itinerary. The agent said it had not been sent out because my wife’s ticket had not been issued. “Why not?” I asked. “Because we haven’t received the voucher,” she said. “Wait a minute,” I said, “the agent with whom I booked this travel said you didn’t need the voucher.” “We need the voucher,” she said. “You can’t have it,” I said. “Why not?” she asked. “Because I threw it away.” “Why did you do that?” “Because your agent told me you didn’t need it.” “Just a minute,” she said. I guess she spoke with her supervisor. She came back on the line. “Sir,” she said, “we need the voucher. Do you know the number on the voucher?” “Of course not. Just give me the credit and I will be on my way.” “Not without the voucher.” “May I speak to your supervisor?” “All right.” A woman from Hell came on the line. I explained the situation. “The ticketing agent made a mistake,” she said, “we need the voucher.” “The agent works for American Airlines,” I said, “American Airlines made the mistake. I expect American Airlines to make it right.” “Not without the voucher,” she said. “So, if I don’t have the voucher I am out $136?” “That is correct.” “I don’t wish to give you $136 because you made a mistake. What am I supposed to do? Go to Small Claims Court?” “Sir, now that you have mentioned litigation you will have to deal with our legal department.” “Forget the Small Claims Court,” I said, “what can we do to solve this problem?” Guess what she said. “Sir, we need the voucher.” “This is very frustrating,” I said. “Sir, the voucher plainly states “void if transferred, sold, purchased or bartered.” “What does that have to do with me? I did none of those things?” Guess what she said. “Sir, we need the voucher.” I hung up. I was livid. Then I had an idea. I rushed down to the curb and found that the garbage man had not yet arrived. We have a large container, which usually fills up with flotsam, jetsam, and yard waste. I dumped 30 gallons of garbage in my driveway and sorted through it. I found the darn voucher. I called another American Airlines agent and asked where I should send it. She gave me an address that was not included in the voucher documents. In other words, I could not have sent them the voucher if I had wanted to.

It gets worse. The agent who gave me the mailing address for the voucher said that I should call back in a week to make sure they had received it. I did so. I was told that the voucher was being processed. I phoned a week later and asked if the ticket had been issued. The agent said they had not received my voucher. “But one of your people told me last week you had received it,” I said. She put me on hold for an eternity. Back on the line she said, “We have your wife’s voucher, but we don’t have yours.” I explained that I had never received a voucher and that part of my credit had been applied to my wife’s ticket. “We can’t do that,” she said, “credits are not transferable.” “But you did it,” I said, and I rested on hold for another eternity. She came back on the line. “My supervisor says we need your voucher.” I gave up. I paid for the rest of my wife’s ticket with my credit card. I am going to tell the credit card company to reject the charge on the ground of fraud.

I am an attorney. I will be suing American Airlines for breach of contract, fraud, infliction of emotional distress, and anything else I can think of. If I get a judgment that is not promptly paid, I will not send the Sheriff to the airport to do a till tap. Instead, I will advance the Sheriff the fee to rent a tow cart and instruct him to have an American Airlines plane towed from one of the gates to a secure area and then seal it up.

I read somewhere that American once sent a management team over to Southwest Airlines to learn how to run an airline. Apparently they did not pay attention.

American must hire folks from time to time. Maybe they put an ad in the newspaper: “American Airlines is now hiring. Only the incompetent need apply. Must be willing to annoy our customers.”

Needless to say, I am disinclined to fly on American again. It may not be safe. Perhaps their pilots are incompetent too.
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[Jen]

I work for American Eagle airlines. I don't wish to discuss the issues here or get into any arguments about the situations discussed. I will give a link to the Conditions of Carriage for American Airlines and American Eagle. As you will see, when you purchase a ticket with American or American Eagle you enter into a contract and the rules defined in this contract apply.

http://www.aa.com/aa/i18nForward.do?p=/customerService/customerCommitment/conditionsOfCarriage.jsp#Baggage

or you can go to aa.com and search for "Conditions of Carriage"

[Chris Busch]

Jen,

A lot of the comments here are a bit tilted, but your response typifies what frustrates many of your customers, me included. We don't need a link to a contract, we need people who will help solve problems.

For instance, a couple of weeks ago I was flying through OHare. Even thought we were late departing from the originating city, the AA crew there moved like tortoises. When we arrived at O'Hare there was no gate available so we sat nearly 30 minutes.

Finally we got to the gate and I had 10 minutes before my flight, the last one to Tulsa that night, was scheduled to leave. I ran from concourse G to K and got to the gate at 5 minutes before scheduled departure. But the door was closed and the jetway backed up.

Even though I am an Executive Platinum and they knew I had a seat on that flight and they knew my flight had just pulled in and it was the last flight of the day, they left me standing in the terminal looking out the window at my plane.

The gate agent was nearly totally unhelpful, offering only to book me on the first flight out the next day. All I heard about was your airlines stupid policies which apparently don't include trying to keep its customers, especially its best customers happy. When I pushed about a hotel room I finally got a voucher. Then I also had to ask for a dinner and a breakfast voucher. They were not offered.

Next was the question about being able to pick up my luggage since I was now stranded for the night. She said she could not help and sent me downstairs to the baggage service where there was a long line of other disgruntled travelers.

After waiting in line for some time, the agent I spoke with told me they could not retrieve my bags. When I asked why not, I was told, "It is our policy." To which I responded, "Why are your policies all designed to make your job easier at the expense of your customers?' There was of course just a shoulder shrug because nobody but some bureaucrat would even attempt to explain such inane policies.

I was told again, "We cannot get your bags," to which I replied, "No, you will not get my bags." It's just too much trouble.

Nobody cares about your dang contract. What we care about is being treated like valuable customers. If you need some lessons in this please observe Southwest Airlines. They get planes in and out of the gate in 15-20 minutes and will really do everything they can to help a customer. They can't always solve the problems, but their first response is never to quote a policy or refer you to a contract.

The legacy carriers for the most part just suck at customer service. There are exceptions, but even the good employees have their hands tied by the policies and contracts. Why don't you just appoint a lawyer as CEO and be done with it?

[RSS]

I have had many problems with American Airlines. I think they stink, but I don't blame it on all the employees. In fact, I think many good employees are probably getting the shaft by corporate. I was assaulted by several of its pilots with the help of several tranny FAs out of O'Hare. I intend to sue Ameican Airlines at some point. I have written Gerard Arpey and the answers of the corporate office leave something to be desired.