Forgotten Customer Service
Again! As I mentioned AA actions showed a complete disregard for the passengers on the flight to JFK. In addition it was obvious they made an irrational decision, because rerouting this flight actually ended up inconviencing even more people. There were plenty of Hotel rooms, as one of the major hotels had 300 rooms available that night. (I am in the hospitality industry, I know that for sure.) As for the passengers who were dropped off in Miami, most complained to the attendants while boarding and during the flight, about how ridciulous it was to have put them on this flight, since they were going to miss their connections, they were very vocal. As a result, all of the flight attendants apologized REPEATELY to the passengers, and said they had no choice but to comply with the companies direction. We arrived in Miami around 9:30pm, and then those who had connecting flights,or those who were continuing to JFK, had to clear customs. This was a joke, becuase once we cleared customs, we were not given new boarding passes, but were told to try and go through Security with our ticket stub, but Security would not let us through, so most had to line up again at an American Airlines counter and get a new valid boarding pass. Again, this whole process shows their total disregard for the customer and then their inability to even provide proper support and direction throughout the process. Very Sad!
Regarding their decision to reroute our flight to Miami, it could be that they had a much cheaper negotiated hotel rate in Miami, compared to much higher rates in St Kitts.
I have flown for many, many years, over 1 million miles with this airline alone, and this is the first time I have seen a situation like this. I apprecitate your input, but in this case, there is no question, the Airline was at fault and there is no excuse for their actions.
In addition, they have aplogized, and provided some compensation. But this still does not excuse the manner in which they handled this situation. If American Airlines does not change their ways, they will eventually end up bankrupt or bought out, like so many other airlines in the past; due to mismanagment, arrogance and lack of customer service. In addition they have a very old fleet of planes, and will be renegotiating with the unions for a new contract in the coming year. They cannot afford to lose anymore passengers.
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