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

[Jen]

Mr. Busch,

I did actually think about responding to your situation. As I sat here trying to come up with a response I realized that it would not make a difference. My explanation of the other side of your situation will not change your view of my airline.

I do find one thing very interesting though.

If Southwest is such a great airline and they have such amazing customer service, then why are you an executive platinum with American? Hmmm....

[Chris Busch]

Jen,

Hmmm...

Could it be that the company I worked for had a travel awards program with American?

If you think you actually have a valid explanation, I think you should give your side of it a shot.

[Scott Avera]

I normally fly Southwest Airlines...However, I recently booked with American Airlines from LAX to Miami roundtrip...I also noticed the plane was a Boeing 777...I've always wanted to fly one of these, so I went ahead and booked the flight, chose my seats and was excited about the upcoming flight. I then received an email, that American changed my flight and the equipment, to a 757, not bad, but not what I booked and paid for. I also found that my seats had to be chosen at check in, due to the change..in other words, you'll get what's available, when we feel like it..So I called and asked for a refund and of course was denied...I then asked that they at least waive the 100.00 change fee, since I didn't ask for the change, they forced it upon me. I just wanted to be on the flight of my choice and the seat of my choice. Nevertheless, I was only treated with rudeness and inconsiderate behaviour. I've canceled my flight, paid the 100.00 to cancel and now have a voucher good for a year...(Which will only go to waste)I can assure you, I'll never fly with or attempt to fly with American Airlines....Very happily back to South West Airlines, where they really do care about their passengers and don't treat their customers in a vitriolic manner.

[mars]

Dear Sir or Madam

I need to let you know that my recent experience on your airline was horrible. The long and short of it was I was delayed due to mechanical parts, and the delay was not handled well – I stayed 12 hours in the Toronto Airport trying to get to Chicago and spoken to rudely. This coming week, my mother is traveling on her own to visit, and unfortunately, her flights are with American Airlines.

On March 6th I attempted to fly on my scheduled flights from Toronto to Reno. I booked the earliest flight to make sure I was prepared for any contingencies. I woke up at 3:15 AM to make my flights. I arrived before 4 am, waited in line while the attendants worked on getting the computers working. I proceeded through the lines, and arrived at the gate early. . At 6: 40 am the announcement is made that the plane has mechanical issues and we need to get into line to reroute. They needed to wait for a part. While waiting in line, I called the 1-800 line, and was rerouted on the same flight out at noon, connecting through Chicago, Dallas and finally to Reno, at least in the same day. I know it is a very crowded day for travel as the Canadian schools were out for spring break, and this kind of disruption to plans can be very stressful. I calmly wait in the area I am to depart from.

At 11:45 am, there appears to be no action, and I approach the desk to ask the attendant what was happening. I was told to sit down and an announcement would be made. I called the 1-800 number and was told that the flight would go at 5 pm. annd am offered to fly on Saturday, 2 days later. I said that was unacceptable and was offered to fly to Chicago that night and then on to Reno the next day. That I accepted as I could at least get closer not risk a re-run of the same scenario on Saturday. I tried to go back to the attendant to talk to an actual person, but there was no attendant in sight any longer. At 12:05, the flight was pulled completely from the computer screen. I went and hunted down an attendant. I found someone a few gates down to help me. I asked why they left the gate unattended at the time they were postponing the flight again, leaving people to wonder what was happening. I also asked why they waited so long so, knowing that the part for the plane was not there – someone must have known something earlier and could have rerouted me. I expressed again that I was finding this unacceptable and did not believe that flight 4496 was going to go at all today. That was met with a “let’s try to be mature about this, can we?” which I found to be a flabbergasting response from someone in a customer service field.

At 3pm I approached a gate attendant to check on the flight. She was just coming on shift and did not know about the 6:30am flight. She was shocked that I was still there and could not believe that someone had not helped me get on another flight. She said that 5 pm was a "decision point" for that flight, not the scheduled time to go. She put me on standby on another flight. She made sure I could get my luggage in Chicago and told me that I would be able to get a hotel voucher at the gate when I arrive in Chicago. I thanked her for her help and wish I remembered her name as she was the only helpful person I met. By the time I left Toronto, I had been at the airport for 12 hours.

I arrived and asked the attendant at the gate, who said I have to go to the K concourse. I arrive at K concourse and I tell the attendant I was delayed and was in need of a hotel voucher. “Well, I’m goin’ home”. I asked, admittedly peeved and on the verge of tears, “can you tell me who CAN help me” and was met with an “I donno…”. The phone rang and he turned his back on me for the conversation. I had a pen in my purse and I wrote down this conversation and the name of the attendant. Wayne Willingham. When Wayne finished his phone conversation, he asked “what are ‘ya writing?” I replied a note and again asked where I could go for help. He said “I was going to help you but now that I see you have written my name down, I am not. I’m going home”. I walk to the next gate and I see that Wayne is there, talking to the attendants there and I hear “…better call a supervisor” and he walks off rolling his eyes at me. I asked those ladies and they said “go to K-5 or maybe K-6”….. I get to K-6 and am handed a voucher. I told the person there that I had to ask at 3 gates before I found where to get this and some people were quite rude to me. I was met with a blank impassive look, so I can only imagine the response was “so what?”. I spent the night in the hotel, bought myself dinner as I forgot to ask for a meal voucher as well. The next morning I dreaded returning to an airport and wondered what fresh hell that day would bring. I luckily arrived without incident to Reno that day.

I was never offered a flight on another airline. I was never offered flight routed through any other place than Chicago. I was not kept appraised of the state of my arrangements. I was treated rudely. I was made to feel like I was stranded in an airport for fault of my own. With one exception, your people were unknowledgeable, unhelpful and even uncivilized. I was not offered a voucher for future travel. I was not offered any apologies. I have traveled extensively in Europe, South America, and Africa. This day was my worst travel day ever.

I am the national manager of client services for an international laboratory group. If we treated our clients with such incompetence and occasional hostility, we would not have clients. American Airlines certainly has one less.

[Have you tried contacting AA]

Have you tried emailing Joanne.Diaz@aa.com regarding your experience flying on AA.

[NOW]

Gerard Arpey lacks leadership ability and always sends a spokesperson to speak when AA gets bad press. No wonder the airline is failing. There is a definite leadership issue here. Bring back Carty. AA has faulty wiring, dying passengers, masturbating passengers, FAs who are assaulting passsengers with chip bags and pouring water over their head, FAs who deny a gasping woman oxygen, empty oxygen tanks, faulty debibriallators, etc. This line needs to be grounded permanently before someone else dies or there is a major accident. Too negligent.

[Bill]

American Airlines is a sorry company with horrendoous service. It is not even in the same league with Southwest who actually cares about their customers and has excellent service. It is not coincidence that AMR's stock has been joke compared to Southwest over the years. Next time you fly on
American take notice how you are treated and you would be a loyal customer.

[Alexis Karlin]

This is why I hate American Airlines
http://www.ireport.com/docs/DOC-10421

[Ryan]

This is a really ridiculous conversation. American is not better or worse than any other airline. I was a long time TWA customer and truly feel that AMR screwed the TWA employees when they took over. Being a TWA "Elite 1" customer at the time, I know that TWA provided amazing service with a truly personal experience. But did they survive, NO! So service alone cannot be the only goal. American, Delta, Northwest, Continental, or United have no choice but to cut cost at every turn. We can't blame them for that? We don't hold other industries to the same standard. I hope that all the US airlines can find a way to survive. I would much rather fly a US airline on a domestic US route because these are American people supporting our economy. You can't outsource the gate agent, the pilot, the ground staff, or the flight attendant! Is EVERY employee at you company perfect? They aren't at mine! So why do people hold airlines to a higher standard? The vast majority of employees at American, and every other airline I have used around the globe, are good hard working people that are just doing there best. Anyone that boycotts an airline for the actions of one or two people is a jerk! So maybe YOU are the problem, not the airline!

[Lamar]

About Southwest:
So you guys seem to love SWA! WHY? Have you ever faced backwards on the cattle car of the air? SWA is a crappy "bus in the air" airline. Ok, so I saved $10 but lost my dignity. I prefer a real airline with real service, a real frequent flyer program, and a real opportunity to use my miles for somewhere better than a second rate domestic airport. Give me a break! SWA was smart for hedging there fuel cost for a long time. They were smart that they found a niche in the market were everyone could afford to fly. That is just not what I want. If I wanted to take the bus, I would have booked with Greyhound! Southwest is the Wal-Mart of the sky's. Yes they are cheap, but when you buy cheap crap you only get cheap crap! SWA employees are great people, but there is more to life then just domestic economy class. Plus, have you ever seen the show AIRLINE? It is not like Southwest is any different than any other airline. They overbook! They treat customers like crap! They refuse boarding! So what is the difference? Except, unless you get the Shamu plane, the SWA planes are painted the same color as the stuff in a baby's diaper! So why are they so great???

[Chris Busch]

I wonder if Lamar and Ryan are spin doctors for AA?

[EZWilliam]

I read some of the posts and I think it is a great blog. Do you have any suggestions about my short fork I have a nice joke. What do you call it when instead of raining cats and dogs, it rains chickens, ducks and turkeys? Fowl Weather!

[Wise AAer]

Yes American Airlines SUCKS. I aam an employee and I agree, however it's not al employees. The better ones hands are tied. Why if they speak up they will be unemployed. The Corrucption run so deep the Mafia would be a wise to take notes. I find it utterly disgusting that American Airlines who claim be a company based on diversity would commit such an infractions. Did I say surprising? No! The employees are responding to customers in the fashion in which they are treated. >>>>>> roll downhill

[another AA employee]

It is true American Airlines base their stand on diversity off the sweat of the employees back. If you notice anything that states American contributed to a cause actually states "the empof American Airlines" why because American Airlines the corporation is lining the pockets of the upper management while they take take take from the flight attendants, pilots, clerks and middle management. I must agree with the previous AA employee the ethical employee is chastisted when performing wit integrity. American has a "third party hotline" for reporting abuse discrimination, unethical findings that is housed where? American Airlines Legal. Why one may ask, well the answer would be so that they can control the outcome of any and all investigations. American Airlines also has a "GAG LAW" which goes like this "sign this letter of Confidentially so we may protect you and the innocent. Another HOAX they again control the outcome of the investigation because now you can't voice the injustice. Are they only 2 AA employees who are aware of these tactics. I invite all to speak up. You do not need to give you name. Let the WORLD know American SUCKS. Also any employee wishing to pursue injustice in a court of law I would be interested to hear your story.

[Brian Singleton]

American Eagle (Lil American) screwed us royally over the holidays. Our inbound flight had mechanical problems so it was late. Likewise, the American Eagle connecting flight was also running even later. However, the gate agent managed to give up our CONFIRMED seats and let us sit for 45 minutes then watch our flight depart. We had to rent a car as they could not get us on another flight for 6 days. They would not reimburse us for the car rental either. This was not weather; this was mechanical problems and their fault. We talked to the gate agent's supervisor but he did nothing.

Southwest may not be perfect but they at least appreciate their customers. American takes the frustration of their bad management out on their customers. This is wrong. The paying customers are supposed to be the good guys!

Quit bailing out this airline and let them go bankrupt please. Let a better carrier emerge or let Southwest, JetBlue, and Airtran take over their routes.