[davida6612]

I am a “Million Mile” gold members, and this note documents one of the worst customer experiences I’ve encountered in 35 years of airline travel. Here’s a quick synopsis:

July 7 – I booked a flight for my daughter using Advantage miles. I received confirmation on-line with both an AA Record Locator and US Airways Record Locator. The web page also displayed: Your record locator is your reservation confirmation.

Aug 9, while attempting to check my daughter in on-line, I'm told the reservation is not in the AA system. I call American's phone reservation line and after 1 hour on hold in, I hook up with customer rep, Dee,. Dee tells me I was emailed July 8, an email I never received, advising of insufficient miles in my account. Dee further tells me I must purchase an additional 5000 miles, at a cost of $188. I’m not at all happy, but what choice do I have. I do it. Dee then tells me she’s making the reservation. This stuff all happens at the speed of electrons, and I am thus perplexed how I can be allowed to make the reservation, and get confirmation, if the miles weren't there.

Aug 10, my daughter goes to check in at SBY airport, and the reservation is still not there. A very nice gate agent lets her on anyway. Another 30 minutes of my wasted time later, John Christian in American's reservation group finally gets it fixed.

I asked to speak with a supervisor and was connected to Mattie. Mattie basically said it was all my fault, and tough luck. That booking on-line with Advantage miles is no different than writing a check from my bank, I must ensure sufficient funds. I said, no, it's like using an ATM machine, if there are insufficient funds, the ATM doesn't give the cash! Unfortunately, this callous attitude on the part of American, and other airlines, is the result of continued consolidation, and lack of competition in the industry. This leaves me, the customer, with little to no choice for travel!

I sent Sean Bentel a letter on Aug 10, and asked the following:
• Given I wasted over 2 hours of my time, the numerous failures in your reservation process, I expect a full refund of the extra mileage fees I was charged, $188.56.
• I would encourage you to take a deep dive look into your reservation and customer service operation. Specifically:
o How is it I get a AA Record Locator document which clearly states: Your record locator is your reservation confirmation”, yet my reservation is lost!?
o Why must I wait one hour on hold to speak with a Customer Service representative?
o Why did Customer Service representative, Dee, not follow through and re-book my reservation?

So far, 10 days later, I've yet to hear a thing from Sean Bentel.