This is a very clear-cut case of horrific customer service. I am most disturbed by the “resolution” posed by the AA Supervisor.
Integration software between two airline reservation systems are complicated. Defects do occur... but they can never be fixed if the IT department is never notified.
It is quite disturbing that you called four times without any resolution. Every agent should care enough to contact their own IT department and report the problems, but most importantly, resolve the immediate issue for the passenger who was affected! It is most disturbing that someone who was promoted to Supervisor was that lethargic. Could they not have called Iberia on your behalf and followed up internally? AA has failed to perform every reasonable duty to resolve your situation. All four people should be ashamed of themselves.
For your own sake, I would go to the airport 24 hours in advance. And please—keep us posted with AA’s response. We are all rooting for you and hope you have a safe trip.
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