[Fritobandito]

READ FROM BOTTOM to TOP



EPIC FAIL RESPONSE


Basically to told me I am stupid for sitting at the gate that was printed on my ticket. A real customer service company would look at the repeated problem and establish a protocol for managing the effective distribution of this gate change information for YOUR PASSENGERS.



Like.....umm MAKING AN ANNOUNCEMENT AT THE ORIGINAL GATE THAT PASSENGERS SHOULD GO TO THE NEW GATE.



Kelley, you are probably a nice person, but your response, and presumably the response from American Eagle's entire management structure, is downright silly.





From: "AACustomerRelations@aa.com" <AACustomerRelations@aa.com>
To:
Sent: Monday, November 17, 2014 8:35 AM
Subject: Your Response From American Airlines














November 17, 2014





Dear Mr. XXX




Thank you for contacting Customer Relations. We appreciate it when customers take the time to share their concerns.
We are sorry for the confusion over the departure gate for your flight on November 18, 2014. We have a fixed number of available gates, and each must be used as efficiently as possible. As quickly as one gate is vacated for a departing flight, it will be used for an arriving flight that has been waiting. In the event that our schedules are off for any reason, it may be necessary for us to reassign gates at the last minute. That is why we ask our customers to please check the Flight Information Display monitors.
Despite what happened on this occasion, Mr. XXX, we hope you will continue to select American Airlines for your travel needs. We will work hard to ensure that you receive the service you expect and deserve.

[stonecold_1981]

nothing silly about this response. I take it you are not a frequent flier and so may not be aware of this but gate changes DO happen quite often.

I do agree with you that they should make announcements at the original gate to notify about the change. Many airlines (don't know much about AA) notify on the display next to the gate of any changes.