American Airlines “Customer Relations”
[1]
P.O. Box 619612 MD 2400
DFW Airport, TX 75261-9612
Dear Mr. American Airline,
If I complained that you have grossly mistreated me, that your customer service is absent, and that your representatives are unresponsive, deceitful, and strangely rude, than I would be concerned that I would be charged with plagiarism. I fly frequently (not with your airline) and felt a bit victimized by my recent encounter with you. At one point I was so entirely angry at the mistreatment inflicted upon me that I began to take it personally. Fortunately for my self esteem, I have learned that you did not specifically target me to demean and abuse. Apparently, you provide this service to many of your ‘customers.’
[2]
I would spend time to explain my discontentment and rage, however, your apparent typical response of a $50.00 voucher for the privilege of enlisting in another tour of abuse is not exactly equitable compensation and an unattractive resolution. In consequence, I will be brief.
I paid to fly from Boston to Dallas to San Jose on Thursday March 14, 2009. I choose your airline because I had a conference Thursday night and the 11:00 a.m. flight from Boston allowed me to arrive in San Jose one hour early. The flight in Boston was delayed because of weather. I understand and encourage delaying flights because of weather and would rather miss a trip than engage in a safety risk. I asked your representative as we were leaving the plane whether the flight out of Dallas would be delayed or whether I would miss the flight. With a mocking snide smirk your rep said “Didn’t you listen to the announcement when I said that the flight in Dallas will be delayed so you won’t miss it.” I did not hear his announcement, perhaps because he so terribly struggled with the English language it was difficult to understand him.
With some doubt I tried to speak to the representative behind the counter who told me she could not address my flight questions because she was working on a new flight. I explained that I would cancel my flight if there was a delay in Dallas and pay for a new flight, from any airline, to make my meeting. She was unresponsive. I clearly would not have boarded the delayed flight from Boston to Dallas if the representative had been honest with me.
When I arrived in Dallas there was a flight from Dallas to San Jose but not my flight. My flight either left earlier or did not exist. No representative would address my concern or even speak to me. I was put on a mock wait list for a 6pm. flight which was inconsequential because my meeting, and primary purpose for the trip, was going to occur without me. Number 31 on the standby list does not provide good odds of a seat and as the stories about Las Vegas would suggest I was only 28 seats away from making the flight.
I wandered for some time like a lost Hobbit in the mountains of Mordor attempting to find somebody, even a hostile representative
[3], to help me return to Boston. NOBODY
[4] would assist. I could not even find a line to stand in to get rejected again. I finally ran into a worker with an AA uniform, who appeared to work in baggage or maintenance. He confided that I should not fly your airline or ever fly into Dallas because you “suck” and you “don’t care” about the customers. I wish I could have met this honest man from Dallas before I booked my flight. I would write him a thank you letter but I am concerned you may intercept the letter, identify this traitor and fire him for possessing ethics that do not coincide with the premise of your company.
I waited in three lines for two hours, was informed I was not getting a flight back to Boston and was given a precious seat for and 11:00pm. flight to San Jose. Needless to say, I missed my conference and you have not been held accountable for your representative’s incompetence, deceit, and utter abuse.
Mr. American Airline, 50 bucks isn’t going to cut it on this one. I missed my conference which cost me $459.00. I paid for flight I didn’t want. I lost over 12 hours (I bill at $350.00 and hour) and was abused. I expect a response, compensation, a phone call, and apology, and an explanation from a live person.
P.S. During my flight I had a chance to read your touching ‘story’ in the in-flight magazine about the angry traveler who wrote to apologize for misbehaving and acting temperamental towards the always gracious and welcoming AA staff. This ‘true’ story was displayed in each seat pocket for all fortunate customers to read and reflect whether their own behavior demonstrated adequate humbleness to warrant a seat on your plane.
P.P.S. Ha ha ha ha ha. Good one. Will Ferrell would be proud.
P.P.P.S. Shame on you.
Sincerely,
Hank Brennan
[1] I would have called to actually address my concerns with a living person but apparently the “Customer Relations” department is not taking calls at this time.
[2] See
http://www.airlinecomplaints.org/forumdisplay.php?f=14
[3] If I was to actually find a representative to speak to me the odds were this time in my favor. (That the representative would be hostile – get it?)
[4] Emphasis unnecessary because you probably already knew this.