[afesposit]

April 9, 2009 Dear Mr. ###:
Thank you for contacting American Airlines Customer Relations. I am pleased to respond to your concerns.

Please accept my apology for the difficulties you encountered when you traveled with us. From your description of what happened it certainly sounds as if the entire experience was frustrating. I am truly sorry we didn't provide the level of service you expect and deserve.

We wish we had it in our power to guarantee that planes would always arrive on time and that delays and cancellations just wouldn't happen. Unhappily, we don't -- but what we can and should do is make every attempt to minimize the inconvenience for our customers whenever we do encounter operational problems. I am sorry that we didn't do a better job of making the situation a little less trying.

The fact remains that our schedules are not guaranteed and are subject to change without notice. We have the authority and the responsibility to make changes to our schedules to resolve problems caused by weather, flight conditions, mechanical difficulties or other operational challenges. Accordingly, we cannot assume financial responsibility for our customers' personal time lost or for out-of-pocket expenses when extenuating circumstances prevent us from operating as planned. I am sorry.

However, because we'd like to encourage you to fly with us again soon, I've credited 15,000 bonus miles to your AAdvantage® account. You can see this activity via aa.com/aadvantage (you must log in with your account number).
Mr. ###, I hope you are persuaded to think a little more favorably of us. We value you as a customer and are eager to restore your confidence. Please give us another opportunity to serve you -- we know your time is valuable and we'll do our very best to get you to your destination as planned.

Sincerely,
Jane A. Knight
Customer Relations
American Airlines