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American Airlines Apology
5.29.2008 | Travels
i usually don’t answer my phone when i don’t recognize the number, but since it was a DFW area code, i figured…
what the heck?
on the other line was a very nice gentleman from american airlines. evidently they thought my online complaint from april had been resolved (because of this post).
he was super nice, apologetic, and even posted some miles to my american advantage account. and he told me my email to them was the first one to really ever point them to a blog post. and now they are going to pay a little more attention to their online reputation.
so…i wanted to share the happy ending with you guys. maybe there is hope for airline travel after all.
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5.29.2008
Yeah!! I’m a little surprised that they took some action and called! That is great. See what a big influence you have with your blog! :)Can they give you a lifetime supply of peanuts and pretzels also?
5.29.2008
I’m hearing more and more of those kind of stories lately. It’s about time companies start waking up and monitoring what people say about them online.
Brad Ruggles // http://www.bradruggles.com
5.29.2008
maybe you should blog about their ridiculous per bag charges they just started? :)
5.29.2008
Anne,
Glad it worked out for the best. Now, even American Airlines reads your blog! You must be doing something right when you’ve grabbed the attention of corporate America along with everyone else… Good job!
5.29.2008
Impressive, but seriously… it took them that long to figure out they needed to pay attention to their “online reputation”??
5.29.2008
Its unfortunate that almost every airline in the US is so poorly managed from the mid level down, even the much praised Southwest. They have all forgotten why they are in business. What really drives me mad is when I see the begging by airlines for financial help from the government.
Its probably going to take a serious collapse of the industry before they realize that customer service is king. Overbooking has to stop. Loosing bags has to stop. Seats so small only people under 5′6″ can think about being comfortable. And to finally realize that using my iPod during takeoff and landing will NOT mess up the plane’s electronics!
5.29.2008
Uh no.
American Airlines is DIRT in my book. I don’t know your story, but I’ll bet you mine is worse. And it also had to do with DFW.
NEVER will I fly that airline again.
Mud to me. Poop even. I want to spit now!
5.29.2008
I’m glad to hear that you got a positive response and action from AA, but I’m with Jenni - they’re just now realizing that they should consider their online reputation?? That’s crazy.
5.29.2008
Wow. Maybe your next book can be, “Effective Complaining: Initiating Corporate Change From the Back of the Line.”
5.29.2008
Interesting that this all seems to be a part of the culture at American Airlines. I saw this at the Mavericks at Work Blog -
http://www.mavericksatwork.com/?p=130
Apparently AA treats their employees like dirt, so it trickles down to the way the employees treat their customers.
Glad you found a friendly face, er voice. If AA starts paying attention to their online reputation they may be in for a shock.
5.29.2008
Great! I got a voucher in exchange for my AA travel nightmare in March. Turns out if you take pictures of their employees’ woeful neglect and mail them to the CEO, stuff happens. :)
5.29.2008
Can you get them to do something about their coffee? It’s the worst in HISTORY! :)
5.29.2008
Well that’s nice… but your experience added to my bad experience AND the ridiculous new checked baggage fee means I’m still switching allegiance to Delta or someone - anyone - else. I guess my grace and forgiveness muscle is weak.
5.29.2008
Sweet! I think you have just inspired me to give some customer service/experience posts. Holler!
IFlYSWA!
5.30.2008
@ Texas in Africa: I got a voucher too. I will not use it. In fact, I just paid for airline tickets on Delta because I will NOT fly AA ever, ever, ever, ever again.
5.30.2008
why AA and not SW - c/mon Anne fly with a winner!
5.30.2008
Oh, very positive outcome with that situation!
5.30.2008
About time! Yeah for blog influence over a major corporation!!!
6.02.2008
That’s super. Anne, you totally rock!
6.04.2008
i recently had a problem with Jak Prints, so I blogged about it, and they changed how they dealt with me.
The blog community is amazing.