[reham_kouzman]

Dear Sir or Madam:
This letter is to complain about the quality of service (or lack thereof) my family recently received from your airline and in particular, from one of your customer service representatives by the names of Marina Velkojvic .
On August 3rd my wife and infant daughter arrived at John F. Kennedy airport scheduled to fly to Cairo direct on flight 84 to Cairo . Upon arrival at the airport, and after spending more than one hour in line to check in, plus another 30 minutes to be cleared by security and just prior to boarding, we learned that their flight was overbooked. Although my friend’s wife who did check in the same time my wife did , she got the chance to have a seat in the plane.
Inexplicably, my wife and infant daughter were singled out by Marina Velkojvic and told by her that she could not board and that they could be booked on another flight to Cairo that day.
Ms. Velkojvic suggested that my wife fly overnight via Air France which would have a layover in France for about 4 hours. My wife respectfully explained that this wasn’t a feasible option because she was traveling with an infant and that a direct flight (such as flight 84) would be best for her.
At this point I was about to exit the parking garage when my wife called me and I immediately returned to the gate to see what else could be done. I personally spoke with Ms. Velkojvic and explained that waiting for 4 hours to catch a connecting flight in Paris with an infant child was just not an option we could accept. It was at this point that Ms. Velkojvic became unprofessional, rude and threatening. She raised her voice and clearly said in a condescending tone heard by everyone within 10 feet of us – “I can’t do anything more for you and I don’t have the time for you, decide now what you want or I’ll call the cops”.
This statement was completely and utterly shocking.
I must be honest when I say that I had no other feeling aside from complete astonishment overcoming my entire being at this point. I could not (and still do not) understand how a trained reservation agent could expect a woman with an infant child to accept a layover of 4 hours in a foreign country. Does this seem rational? Where exactly is the common sense in this request? Couldn’t she have asked a man traveling alone to perhaps accept the layover connection?
Realizing that I was dealing with a completely inept and emotionless person, I asked Ms. Velkojvic where I could retrieve my luggage. She responded heartlessly with “look for it downstairs”.
As I began to walk away I asked Ms. Velkojvic how I could secure a refund and she handed me a piece of paper with your 1-800-221-1212 number on it. I also asked for my ticket to be returned and she refused to give that to me. At that point, I asked for her name and ID and informed her that I would be filing a formal complaint with the airline and she said that they’re not allowed to give their name to anyone. I began to walk away when, several (not one or two, but close to six people) came up to me and provided me with her name.
Needless to say, your customers are more caring then your staff.
I called the number provided by Ms. Velkojvic as I waited to retrieve my luggage when the customer service representative on the phone explained that the customer services counter could provide me with a voucher for the refund. At 2:00 am and nearly 6 hours after my wife should have left, I spoke to Sheyla Cacao about my refund. After explaining my problem to her several times Ms. Cacao gave me a voucher for $954.10 instead of $1,020.00. I asked Ms. Cacao to explain this (since my wife’s ticket was $815 and my daughter’s was $205) .
Furthermore, I was told that my luggage was not there and that they’d need to give me a luggage claim ticket (JFKD52630) so that it could be delivered to me within 24 hours and until now I didn’t get my all baggage. I left terminal 3 at nearly 4:00 am in the morning having to pay parking fees of $70.
Needless to say, I was quite frustrated and remain quite angry about the entire experience.
I expected a much higher level of service from your airline, and I am truly quite disappointed. Airlines are, by virtue of the business they’re in, an extension of the hospitality industry. Planes (irrespective of the carrier) are a dime a dozen and it’s the customer service that differentiates the carriers. Because I don’t wish this experience to happen to any of my loved ones, I will be informing my friends and family about this incident. The experience was difficult and frustrating, I believe your airline is responsible for all expenses.