American Airlines - canceled flight, no reimbursement of car rental

Posted on Tuesday, June 19th, 2007 at 8:59am CDT by 0a937307

Company: American Airlines - canceled flight, no reimbursement of car rental

Category: Other

My wife and I woke up early on the morning of April 1st in a DFW airport

hotel, ready to fly American Airlines to LAX on the first leg of our

honeymoon trip to Tahiti. We were surprised, then, as we made our way

to the ticket counter when my wife's voice mail informed her that our

flight had been canceled for no given reason.

To make a long story short, American had no other flight to LAX that

would make our connecting flight to Tahiti (despite the 4 hour layover

in LAX we had planned to mitigate the occurrence of just such an event)

so the customer service agent suggested we fly to Burbank, rent a car,

drive to LAX, and write customer service after we got back for

reimbursement of the car rental. Because we followed her advice, we

made our flight to Tahiti and are very appreciative to that agent for

her suggestion.

However, when we wrote to customer service for the $50 car rental

reimbursement, we received a long e-mail (with no avenue of response)

that effectively said American Airlines has no responsibility to

reimburse us when "extenuating circumstances" prevents them from

operating as planned. (Where "extenuation circumstances" evidently

means the cancellation of a flight whenever American wants for whatever

reason they want without revealing said reason to their customers.)

This incident compounds other incidences of rudeness and general apathy

we have observed displayed toward ourselves and other customers over the

last two years or so by American Airlines and their employees. My

overall impression of American Airlines has morphed over the last two

years from a company that was truly trying to do right by each

individual customer to a large corporation who views their customers as

a statistical probability curve and is out to discover just how far they

can cut service expenses, but still retain a critical mass of pliable

cash cows.

To a couple whose annual income is well into 6 figures, $50 is fairly

unimportant to us on a raw financial scale. However, the fact that

American won't refund a $50 expense we incurred because of their

inability to keep a flight schedule speaks volumes as to how they view

us as customers and how very little they actually value our business.=20

Thus, in the future, my wife and I (who used to travel AA relatively

frequently for both business and pleasure) will take our business to

American Airlines competitors whenever possible in the hopes that this

trend we=92ve noticed in the last couple of years at AA does not represent

the entire airline industry.

I look forward to the day American Airlines once again has leaders that

appreciate the value of the individual customer so that I, one of those

customers, might once again fly the =93friendly skies=94.


Aaron Wilkinson


Aaron Wilkinson



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