Heres yet another reply:
April 20, 2010
Thank you for your reply. While we make every effort to ensure there are enough agents staffing our ticket counters, it is not always possible to forecast the number of customers who will need assistance -- especially when unexpected circumstances cause long lines. As you experienced there will be occasions when lines move slower than we would like, and our customers are inconvenienced.
Whenever possible, we try to obtain additional manpower -- either to help customers check in at the counter or to identify those customers whose flight times are fast approaching so they can be given priority. When these efforts are still not enough, we feel it is the responsibility of each customer to let us know if his scheduled departure is at hand and he is in danger of missing the flight. There is simply no way for us to know the itinerary of each person in line and act accordingly. Still, I apologize again for this undoubtedly frustrating experience.
I realize that you are also concerned that your baggage didn't arrive on the same flight you did, and I apologize for any inconvenience. While you are not able to voluntarily travel without your luggage, due to operational challenges, sometimes it is necessary to "separate" a customer from their luggage. We may elect to forward baggage on an earlier flight to ensure that it arrives at the destination in a timely manner. Some criteria for forwarding baggage on earlier flights includes load factors, weight and balance considerations and other operational issues. Likewise, if operational constraints prevent us from boarding a customer's bag on their scheduled flight, we transport their bag on a later flight. In view of enhanced security screening, Transportation Security Administration procedures do allow for this activity. Please be assured that we would never choose to send luggage on an alternate flight if we had any security concerns.
Mr. West, we appreciate your allowing us to respond to these important issues. Everyone here at American Airlines is fully committed to providing our customers with the safest possible air travel experience. It would be our pleasure to welcome you and your family on board future flights.
Sincerely,
Stefania Meyer
Customer Relations
American Airlines
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