American Airlines - Unbelievable
customer service at DFW - Complaint
DALLAS, TEXAS -- To whom it may concern, 7-16-2013
The worst experience I have ever had.. never again will I travel thru DFW or on an AA flight again.
I would like to start off by saying the security was the best thing about DFW Int. airport.
Kudos to them for there courteousness, and there friendly attitude.
I would like to ask you a question...
Have you ever been through a bad experience and felt good about it in the end because of the way you where treated?
I have and it's amazing how people who care, can really take a negative, and turn it into a positive. It wasn't the circumstances that was so upsetting to my wife and I, it was the arrogance and the disrespect we had
received from the American Airlines representatives. From not taking responsibility for there own actions, to the fact that we where asked to come out of pocket for transportation and lodging expense after we arrived late from PHX, and missed our connecting flight to Tampa because there ground crew was late by an hour to man the flight. When we landed we watched our connecting flight roll away from gate c-19 as we arrived at gate c-12. ( They told us they could hold that plane when we left PHX) Also note there where 8-10 of us on that PHX flight that missed the connection flight 890 that departed at 6:45..
So they put us on stand by for flight 1072, it was the first flight to Tampa Departing 8:40 p.m. We walked DFW one end to another from gate c-28, to a-39 back to gate c-11 for our opportunity to get to our destination.
( THAT’S ALL THE GATE CHANGES IT MADE FROM 6:45 to 8:30.)
Here's the trouble The plane had open seats on it and they would not book us on it because they said it was weather related... NOT TRUE!!!
You people can wait, we will make you fly stand by again if the plain sells out... Now keep in mind we where not late due to weather we where late due to there inability to staff there plane with a crew .. So we couldn't get on that flight (1072). Now listen to this customer service..
The man at gate C-11 starts issuing stand by for the 7:30 a.m. flights... STAND BY AGAIN WHEN AGAIN WE LOOKED AND SAW THE PLANE WAS NOT BOOKED.
So I confronted the man and asked him why would he not book our flights and give us a seat assignment when we where the priority for open seats, why make us fly stand by again?
As he saw the angry people around him bumped from now 2 flights.. He took back the stand by tickets issued and book our ticket and gave us a seat assignment..
Ok fine now lets get to the lodging..
We where told that we would get a cot for the night.. Again not acceptable..
Are you charging me for a ticket I book and don’t show up to use?? YES.
so I am paying not only for a rental car tonight and lodging in Tampa but I am told we won't comp you anything..
Again we are not here due to weather this is your mistake. He issues a voucher for a room, and $25 meal voucher to econolodge in Arlington..
it was 20 minutes away, had no restaurant to redeem the food voucher and we where told we would be required to pay 47.00
for the room plus a shuttle fee of 40 roughly to get back in the a.m.
So we come back to the airport and demand a supervisor.. There are 2 hotels on the airport property, why would you send us 20 minutes away??
And why would we pay anything??? The response given,
“I am sorry but we can't give distressed vouchers to the those properties” . So we asked why would we get taken 20 MINUTES FROM HERE?
As we understand there are about 30-40 hotels in the area within 5 minutes...
So we called the Hyatt.. They confirmed that they do work with American Airlines and they needed a phone call to authorize the voucher..
All I can say is if you work for this company I am sorry you don’t have any real choices as to being employed by a reputable company who puts quality and service ahead of the $$$$$ machine.. As to the multiple AA employees I spoke with I was told this was the worst on time airport with the worst customer service, they have visited as if they where ashamed themselves to be in DFW.. Now I know as a business man when your employees speak of there company with disrespect, embarrassment and contempt there is an obvious leader issue.
People should speak up and you should listen..
MANAGEMENT YOU ARE FAILING IN THE BIGGEST WAY AT THE SIMPLEST OF THINGS IN BUSINESS.. “SERVICE”
To Dallas You will never see one dime of my money ever again.. This reflects on my perception of what your city is like.
To the Heads of AA you can look in the mirror and point the finger at the reflection you see.. As in any organization Leader ship,
and lack there of is reflected in the attitudes and the demeanor of its staff. If this is your base, your hub, your home, I would think if your going to see class, service and quality it would be here.. UNFORTUNATELY IT WAS NOT.
Make your Billions and be happy, Rape, pillage, and look at yourself and smile, cause that’s all you got to show for it..
Sleep well, I know I won't here on a cot, listening to construction workers in DFW...