American Airlines / American Eagle - Your records will show that my colleagues and I have been flying on American Airlines for quite a few years now. Although the service has been generally satisfactory, we have noticed that the quality of customer servic

American Airlines / American Eagle - Your records will show that my colleagues and I have been flying on American Airlines for quite a few years now. Although the service has been generally satisfactory, we have noticed that the quality of customer service and efficiency has been declining

Customer Relations Attn: Supervisor or Upper Management American Airlines/American Eagle 14760 Trinity Blvd Suite 300 Ft Worth, TX 76155 Dear Customer Relations Supervisor: Your records will show that my colleagues and I have been flying on American Airlines for quite a few years now. Although the service has been generally satisfactory, we have noticed that the quality of customer service and efficiency has been declining. I would like to say I am also in customer service, sales and marketing and I would never treat my customers the way I have been treated by your employees. I had my most unpleasant experience on July 15, 2004 when I was scheduled to fly out on Flight 3512 between Oklahoma City and Dallas on my way to San Francisco. Problem #1: My flight was scheduled to leave at 7:19PM on Flight 3512 (for which I arrived at 6PM at the airport) and the flight was delayed until 9:20PM Thursday evening. We were told the flight was delayed because there was no pilot available to fly us from Oklahoma City to Dallas. I was due to arrive at DFW at 8:14 PM, instead I arrived at 10:30PM, missing my connecting Flight 1575 that left at 9:51PM. I was told very rudely, along with 15 other passengers in the same predicament, “we will provide you with hotel and meal vouchers until we can rebook you on flights for the following day.” The unfortunate thing is we couldn’t use our meal vouchers at the hotel and I still had to pay $129 dollars for the hotel in San Francisco that I couldn’t stay in since I was stranded in Dallas! Problem #2: Once I arrived in San Francisco I proceeded immediately to baggage claim requesting verification that my bags were in San Francisco, and I was told “yes they should be arriving on Carousel 3.” However, after waiting at Carousel 3 for some time, I had to return to the baggage claim office since my bags had not arrived. I placed a baggage claim for the missing luggage. Once again, I was rudely told to wait, that I would be contacted once it was located. I had to constantly call and check on the status of my baggage claim because no one was contacting me! Problem #3: FIVE OUT OF FIVE TIMES I have flown with American Airlines and American Eagle my luggage has been lost by your company. I never complained or became irate! This time I was attending a very important event; a SBC National Convention. It was a 4-day conference for which I had no luggage hence no clothes. I contacted customer relations on Saturday, explaining that I was in dire need of my luggage as I was to attend a formal event that evening. Instead of offering an apology for my experience, your representative said “What do you want me to do about it?” Finally after talking to a very unprofessional manager in customer relations, I was offered $100 reimbursement for a formal gown which I did accept. It cost well over $100 to replace what was lost in my luggage. My luggage was lost for 4 days and returned to me Sunday, July 18 at midnight! I was told late Saturday it had been located in Costa Rica. I had no business attire or formal gowns and therefore had to miss several functions because someone misread the baggage sticker. I find this completely unacceptable! Resolution: I want a full refund of my roundtrip airline ticket from Oklahoma City to San Francisco. I want a formal apology from your company. If this is too much to ask I will take the following actions: I will notify my local media of the horrible customer service I received from American/Eagle Airlines and total disregard, lack of compassion and mishandling of luggage by your company. I will notify every organization within the Fortune 500 corporation that I work for of your lack of cooperation and poor customer service. I will encourage each and every employee to discontinue using American Airlines and American Eagle as their choice for air transportation. This WILL impact your revenue nationwide. I will post this letter on complaints.com and similar websites. I do not want any vouchers or free airline tickets, I regret to inform you I will never fly American again. I am closing my frequent flyer account and discouraging all family, friends and co-workers from using your services. I will take additional actions if necessary. I look forward to your response by August 6, 2004.

Tonya

Tonya P

Click this link to e-mail the above consumer: //

Comment On This

WOW! I wish I had checked this website out BEFORE I flew to Chicago last month! This is from 2004 and AA has allowed their company and employees to be RUDE for years. I tell you, this is NOT juat a few incidents of rudeness, this is a now a company standard. I agree Tanya, this is now my crusade to convince others that AA is sub par until they do something about it!