Heres yet another cop-out email from AA and my reply.
Through the courtesy of the U.S. Department of Transportation, I've received a copy of the complaint that you filed with their office. I appreciate this opportunity to respond.
We are working hard on the consistent on-time departures of our flights because we know the importance our customers place on this particular element of our service. Accordingly, to ensure that our flights depart on time, we must adhere to minimum passenger and baggage check-in requirements. According to our records you and your family did not meet the minimum required check-in time for American Airlines flight 31 from Los Angeles on December 19, therefore, we are not in a position to offer denied boarding compensation to you for this flight. I am sorry for your disappointment.
For travel completely within the United States, recommended passenger check-in time is 90 minutes prior to departure if you have bags to check, 60 minutes if you have no luggage to process. We no longer allow customers to "voluntarily separate" from their luggage. Accordingly, for most airports, you must check your baggage 30 minutes prior to scheduled departure time (depending on the airport, baggage check-in cut-off time may be 45 minutes). In addition, you must be checked in and be present at the departure gate at least 15 minutes before scheduled departure time to retain your reservation and a seat. For check-in information specific to your airport of departure, please visit AA.com or click on the following link: check-in times.
Indeed, there is simply no excuse for the poor demeanor of our representative in
Los Angeles. Our customers should always experience polite and diplomatic attention from our employees, regardless of the circumstances. I am truly sorry that he didn't live up to our usual high standard of customer service.
Mr. West, let me assure you that our position does not lessen our regard for you as our customers. It is always our pleasure to serve you and your family, and we are eager to do so again soon. Please give us another opportunity to earn your business.
Sincerely,
Stefania Meyer
Customer Relations
American Airlines
Stefania,
Thanks for the reply. Your records are either incorrect or you are being lied to- we were at the check-in desk more than 45 minutes before departure- 52 to be precise. We were at the airport 90 minutes before departure. I attempted automated check-in around 80 minutes prior to departure- my credit card swipe would confirm this. What records are you referring to? Can I get a copy of these records? Your associate swiped my credit card 44 minutes before departure, causing the lock. I never really expected compensation. Please be assured that I will never fly American again. No member of my family or extended family will ever fly American again. In fact I am prepared to pay extra to fly with another carrier. Many of my friends, colleagues, clients and associates are aware of our experience, and I'm sure it will influence their choice of carrier in the future. I do hope your supervisor at LAX has been dealt with appropriately.
By the way- your colleagues did indeed allow this passenger to "voluntarily separate" from his baggage- our baggage flew to Lihui via HNL at 1030am, and we were on the 1730 direct to Lihui. So much for security procedures!
Sincerely,
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