[davida6612]

I just received a phone call from Kelly in Sean Bentel's office. An interesting side note which further points out American's callous attitude toward its customers - the call came in from No Caller ID - Unknown. It went to my voice mail, advising me she would try back later, that there was no way for me to directly call her back, at a time convenient for me, the Customer! About 4 hours later, she reached me live.

Kelly told me nothing different from the last customer manager I spoke with prior to writing to Sean Bentel. I got the standard "non-apology"... she was sorry I felt that way. Politicians use it all the time, and it drives me nuts. She completely side stepped the issue of how is it I can be given record locators for a reservation, and have it not be "confirmed", as was indicated on their Advantage web site. She said the Advantage site is different than the reservation site, and must communicate with it before a for sure (I'm paraphrasing) and "real" confirmation is confirmed. I pointed out electronic communications travel at the speed of light, so that doesn't explain why my confirmation was only "preliminary". And if that is the case, it should clearly be indicated as such on their web site.

Bottom line: It's all on me , the Customer, a 30+ year Gold flyer. I'm out an extra $188, despite: [*]Having a confirmed reservation per the Advantage site[*]A failure in American's Advantage reservation process[*]Over 2 hours of my wasted time getting my daughter on her flight

I asked to speak with Sean Bentel. Kelly said oh no, he's a "busy executive". The implication being he doesn't have time for Customers. Presumably Sean has no problem with me and thousands of other Customers wasting our time resolving issues resulting from American's failings.

I ended by explaining to Kelly that going forward I would do everything in my power NOT to fly American Airlines. They've lost a long time customer. Her response: I'm sorry you feel that way!

Good bye!!