[nuggehalliv]

I continue to be baffled by the way AA treats it customers, even in this economy where they are supposed to be seeking customers.

I had the misfortune of my flight being cancelled while I was passing through DFW. They first posted a two hour delay and about an hour prior to the revised ETD, cancelled the flight. To their credit provided accomodation but the baggae handling left a bad taste in addition to the poor planning of the flight scheduling in the first place. While the airline did not provide me with a reason for the cancellation, I suspect from the number of people waiting to reclaim luggage it might have been due to load considerations.

It is surprising to see the front line, customer facing team can be insensitive and rude to customers who are already inconvenienced by their poor planning. The attendent who issued vouchers a little before 10:00 PM int he night informed us to reclaim our bags and said that they will be put out on the carousel in half hour. When the bags did not arrive well past an hour, I along with a few customers asked the attendant for a status. To my dismay, he mentioned that the bags nay or may not be delivered and if they did they had a four hour window for them to bring them on to the carousel! We informed the attendant the AA spervisor's 1/2 hour wait claim and he told us plainly that they were lying. The attendant was a contractor. When I insisted to speak to a manager, he refused and accused me of being rude! After much persuasuion he put me through to his supervisor (might not be an AA employee either), but, surprise!, he did not have a clue either or prenteded not have a clue because I cannot believe that in this age it is not possible to locate the bags. Now well past midnight we are told they will not be delivered at all.

What baffles me is the lack of planning and top it with appalling customer service. Can I not be told about the cancellation much earlier, a day before? I certainly will appreciate the gesture very much. The airline can save on the money by not having to accommodate us in fancy resort hotels and believe me I do not have a penchant to spend a night at a resort with no fresh clothes for the next day! The airline is doing a disservice not only to the customers but also to its shareholder with the wasteful expenditure.

Hopefully, (being a die hard optimist), AA will take note of this. I am spending this time to provide with a feedback and will not go a waste.

[wkharris2001]

why are you posting this under a Delta Airlines when this is obviously an American Airlines complaint?