[cherry]

I'm pasting a letter I wrote to DOT today. Hope I get a reply because the treatment my Grandma and I received was absolutely unacceptable .

Here it is:

I am writing this letter after a really unpleasant experience my Grandma and I suffered on one of your flights from Miami to Buenos Aires (flight #931) on March 2nd. The trouble started when we arrived at the airport and I tried using one of the machines to get our boarding passes and luggage tickets; first thing to notice is that most of the machines were out of service, they did not work. When I found one that apparently did, not only did it not print the luggage tickets but when an employee, which was very kind to us, came to our help, the machine stopped working altogether. She then tried the process on another one, but it said I had selected "no luggage", which I most certainly did not do. Later on, when we arrived at our gate (D14), we noticed there had been a problem with another flight, though this one was going to Madrid. Apparently, a plane had been lost and they were told to go to D14 but, after some really confusing instructions, they were asked to return to D37, since the lost plane had been found. I came to know that if they had not found the plane, our flight would have been given to them. Fortunately, nothing happened, but this was extremely unprofessional and weakly managed. Finally, my most important complaint is regarding the flight itself. The plane was full so, unluckily, we did not get very good seats. But, no matter. The problem itself was with the overhead locker to store the hand luggage. My Grandma and I had made sure the suitcase would fit, but the locker we were given was so tiny that only a bag could have fitted. Because of this, we needed to ask for a flight attendant's help to find another locker. When she found it, my Grandma asked for the attendant's assistance to put the bag in the locker only to be told 'I have a sore shoulder'. This is totally unexceptable, not only because of her rudeness but because my Grandma is a senior. To make matters worse, the flight attendant's harshness and impoliteness continued. When I kindly asked her for a glass, she yelled 'I'm coming, already!". Throught the whole flight she was extremely unpleasant not to mention rude and unfriendly. With nothing less to add, I must say this is the worst experience I have ever had with a flight and I expect American Airlines double checks when hiring certain people. This is a PAID service, clients should not have to be treated like this and it is MUCH WORSE when a senior is involved.

I am looking forward to hearing from you soon.

-

This it were it ends. Man, I never expected to have such a bad quality flight. How do they select their employees?! Politeness should be a requirement when hiring them because that flight attendant only deserved to be fired and get forbidden to work in customer service.