American Airlines - Miami International Airport - long wait to change date on ticket - slow, poor service experience

# 3 for July 14, 2003

Complaints.com received the following on July 13, 2003:

From:

RE: American Airlines - Miami International Airport - long wait to change date on ticket - slow, poor service experience

On Thursday the last (19th) at 12:50 I went to the First Class/ Business Miami’s International airport ticket counter of your company; I asked Mr. MARK K to change the date on my ticket (scheduled for the 19th to the 20th) mentioning to him that I was aware of the penalty fee because I had to make that change before.

He got my ticket and began to make phone calls for more than 25 minutes, several times I asked him for the delay and he ignored me; after those 25 minutes I asked him again about the delay and he dropped my ticket to the desk in a rude manner saying that if I want some one faster I would have to look for him myself because he couldn’t make it faster and didn’t have time for me because was his lunch time.

Immediately I asked him to talk with a supervisor; It took me 10 more minutes to wait for the supervisor (Mr. TREVOR JOHNSON) who said that it was a complicated procedure and I will “have to wait if I would like to get my new boarding pass” the supervisor ignored my complaints about the total lack of good manners of Mr. Kirschner and ask me to go back to the line and wait for the next available agent.

I have been sending emails to the "customer service" desk but they say that it has to be fixed for Miami's management and have not get any answer from them.

Mario Avila