Craft, Eat, Travel, Sleep.....Repeat: Hey American Airlines Do the Right Thing!

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October 09, 2009

Hey American Airlines Do the Right Thing!

On an American flight in August, I received the absolute worst treatment ever in all my years of flying. I have sent my complaint letter to American via the their site as suggested with no response. Then again via fax as instructed by a customer service rep with no response and then again via a letter mailed directly to company's president and STILL no response.

Rather than continue to try and work with American in hopes of being compensated for the very poor treatment provided by several members of the flight crew, I am posting the letter.

Here is the letter;

Gerard J. Arpey
CEO, American Airlines
4333 Amon Carter Boulevard
Fort Worth, TX 76155

Re: Poor Customer Experience on Flight XXX from Buenos Aires to Miami

Dear Mr. Arpey;

I am writing you to express my disappointment with my treatment during Flight XXX from Buenos Aires, Argentina to Miami, Florida on August 3, 2009.

My work requires that I return to Buenos Aires and based on my experience I have opted to fly XXX Airlines. The fare was more expensive however, I felt it as worth the cost. As a regular American Airlines customer I felt you should know why.

Let me begin by saying, the tickets were purchased from your site. When I inquired about an upgrade at check in I was told my fare type would not allow it. At the time of purchase the ticketing information did not indicate anything aside from normal travel restrictions. My experience would have been favorable and your company would have earned additional monies had I been simply been allowed to buy an upgrade.

Instead, I was moved from my seat to provide an extra seat unpaid seat for a couple traveling with a baby. The seat was provided to make their flight more comfortable with little concern for other passengers.

My husband was unable to make the return flight. So I had hoped to take advantage of his unused seat. The flight attendants, seeing the extra seat decided to move the the couple to provide a third seat for their 
baby carrier. The couple already had several passengers relocate themselves to accommodate them. The crew was aware of this. When I politely explained I was hoping they would find me an equally roomy seat replacement they got upset. I said if it was an issue I could simply stay where I was. They replied “you do what you want but they will be moving there.” Essentially, making it clear I would moving.

So feeling uncomfortable, embarrassed and bullied I moved. The family was provided three of the five center seats. After take off they happily took the fourth seat which was used as a diaper changing station 
or foot rest.

The passenger seated at the end of the row was moved to business class. Since the seating was available I believe they should have considered moving both of us. It was clear that the crew was upset with me and this was a way to teach me a lesson. They made sure I knew the other passenger had been upgraded.

Later in the flight, I went to the restroom area near the galley and spoke briefly with a flight attendant. We were discussing her experiences flying internationally with American. I was enjoying the conversation. However, one of the crew who had participated in the seat move repeatedly shooshed me. The flight attendant I was speaking with with asked her to stop. When she continued I returned to my seat. 

My husband and I are regular travelers with the bulk of our travel being international. I had come to enjoy flying with American Airlines and began choosing your routes even over less costly options. I felt the service alone was worth it. I feel we are the kind of brand loyal customer American Airlines would want to keep,

To compensate for the poor treatment, I would like to request an upgrad to first class for my husband and I for reservation/record locater number XXX.

This gesture would go a long way to restoring my faith in the the quality of service. As well as, ensuring my continued use of American Airlines. Thank you.

Posted at 08:27 AM | Permalink

Comments

Bon, the letter appears cut! :S

Posted by: Liz | October 09, 2009 at 04:43 PM

I know and I can't seem to get it uncut. This sucks. :-(

But you get the point American staff treated me awfully, I complained and they decided to ignore me. I have one trip already scheduled with them. If they ignore me it will be my last.

Posted by: Bonnie | October 10, 2009 at 03:03 PM

Bonnie - you should totally twitter about it and see if you get any better feedback.

Posted by: carrie | October 11, 2009 at 05:50 PM

Hey your page is not aligned correctly...couldnt completely understand the whole letter you wrote =(

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