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American Airlines Complaint -
Complaint
FORT LAUDERDALE, FLORIDA -- On February 8, 2007 I traveled with my husband and infant son on American Airlines flight number 2214, traveling from San Juan, Puerto Rico, to Fort Lauderdale Florida. My husband was traveling to Puerto Rico at the behest of the Federal Bureau of Investigation (FBI), and American Airlines is their carrier of choice. I decided to accompany him because I am a frequent flier on American Airlines and have always been very satisfied with the respect and attention the airline gives to its customers. All things being equal, such as the cost of a plane ticket, the only reason to select one airline over another is customer service. I travel extensively, and take the quality of customer service, or the lack thereof, very seriously. This most recent travel experience has made me reconsider my decision to fly exclusively with American Airlines.
On the afternoon of the flight, we arrived at the airport two hours early and were greeted by a staff that was courteous and polite and represented the type of customer service I have come to expect from American Airlines. That was the last positive experience I had that day. We arrived at the gate to learn that the flight was delayed an hour and a half. No announcement was made, and no customer service representative was present at the gate, so the only way we learned this was by looking at the board. No explanation was given for the delay. The flight was scheduled to depart at 4:20, but did not begin boarding until six o’clock. At no time were we offered any kind of food voucher or offered any assurance that the flight would be boarding shortly. So, not knowing the exact status of the flight, we were unable to leave the gate area to have lunch.
We were placed in the last row of the plane, where the stench from the toilet was overwhelming. There were two flight attendants assigned to the rear of the aircraft, and when we inquired as to the reason for the delay, we were told that the pilot was, “late for work.” When we inquired as to whether there was anything that could be done about the extremely foul odor emanating form the bathroom, we were told that there was not, and the flight attendant’s response was, “I have to be back here too.” We remained on the ground for approximately thirty minutes, with still no official explanation for the delay or any apology for it.
Once the plane began to prepare for takeoff, it became apparent that the instructional safety video was malfunctioning. Instead of the flight attendants beginning a manual instruction of the appropriate use of the seatbelts, flotation devices, and oxygen masks, they sat mute in the back of the plane. Shortly thereafter, the co-pilot came on over the intercom and stated that the video was malfunctioning and all we really needed to know was, “don’t inflate the vests inside the aircraft.” Not only was this extremely unprofessional, but I’m fairly certain it violated FAA safety regulations.
After take-off, the flight attendants began to sell snacks. Because most of the people on the plane had been waiting for several hours in the airport, not knowing when the plane would be departing, the snacks were gone by the time the cart reached the back of the plane. My husband asked the flight attendant if there was anything else available to eat, and inquired as to why he was not permitted to purchase something prior to the snacks being sold out. He also asked to be moved because the stench from the toilet was still overpowering. My infant son was asleep in his arms, so when my husband made this inquiry, his voice was subdued and he was extremely polite. The appropriate response to this would have been, “I’m so sorry you’re not having a pleasant experience with American Airlines today. We work very hard to make sure our customers are satisfied and pleased with our service. I don’t know that I can find you something to eat, but I’ll try and if there’s anything I can do to make you more comfortable, please let me know.” Instead, she said, “It’s not my fault. This is the way it is now; you just have to roll with the punches.” He responded that he was a paying customer and had, in fact, paid $650.00 for his ticket, so he really didn’t think he had to “roll with the punches.” She responded again that it wasn’t her fault and they (meaning American Airlines), didn’t feed her either. The obvious difference is that she was working and we had paid a significant amount of money for our tickets. Regardless, the response was completely unprofessional, inappropriate, and rude. Her cavalier attitude was not reserved solely for us; the gentleman seated across from us was a business traveler who had paid over a thousand dollars for his ticket. He inquired about a bottle of water and was told it would cost $2.50. The same flight attendant gestured to the galley and told him that he could get a cup of tap water if he wanted.
When the flight attendant returned with the beverage cart, I asked her if she could please tell me her name. All of the flight attendants on board were wearing name tags, and hers was noticeably absent. She informed me that she did not have to give me her name. My husband, who is a deputy sheriff for Palm Beach County, Florida, told her that he had to wear a name tag and would be very surprised if the same were not true for her. He then asked to speak with her supervisor. She replied that she was the supervisor and she would not be giving us her name. She then said, “You know what, this is harassment, I am going to have the police meet the plane.” My husband, knowing he did nothing wrong, invited her to do so.
Clearly, asking for an employees name in order to register a complaint is not harassment and even if it is perceived as such, is not illegal. We did not raise our voices and did not so much as unbuckle our seatbelts. Even in the light most favorable to the flight attendant, we did not assault, threaten, intimidate, or interfere with this flight attendant in the performance of her duty. As the police did not meet the plane, it is clear that she intended only to make an empty threat. Threatening to have someone arrested is not only unprofessional its offensive and an abuse of power. Her behavior was inexcusable, and caused us both a great deal of stress.
I can only assume that the flight attendant did not want to give her name because she did not want her deplorable behavior reported. I would very much like to provide American Airlines with her name so that appropriate action can be taken. Unfortunately, I can only say that she was an African-American female and her uniform was a high-necked style that differed from the white shirt and jacket style that the other flight attendant was wearing. I am forced to take her at her word that she was in fact a supervisor, but if that is the case, American Airlines has very serious problems with its promotion process as she seemed to have absolutely no training in appropriate customer service.
At the very least I would like a response from your company regarding this incident. Thank you for your time.
On the afternoon of the flight, we arrived at the airport two hours early and were greeted by a staff that was courteous and polite and represented the type of customer service I have come to expect from American Airlines. That was the last positive experience I had that day. We arrived at the gate to learn that the flight was delayed an hour and a half. No announcement was made, and no customer service representative was present at the gate, so the only way we learned this was by looking at the board. No explanation was given for the delay. The flight was scheduled to depart at 4:20, but did not begin boarding until six o’clock. At no time were we offered any kind of food voucher or offered any assurance that the flight would be boarding shortly. So, not knowing the exact status of the flight, we were unable to leave the gate area to have lunch.
We were placed in the last row of the plane, where the stench from the toilet was overwhelming. There were two flight attendants assigned to the rear of the aircraft, and when we inquired as to the reason for the delay, we were told that the pilot was, “late for work.” When we inquired as to whether there was anything that could be done about the extremely foul odor emanating form the bathroom, we were told that there was not, and the flight attendant’s response was, “I have to be back here too.” We remained on the ground for approximately thirty minutes, with still no official explanation for the delay or any apology for it.
Once the plane began to prepare for takeoff, it became apparent that the instructional safety video was malfunctioning. Instead of the flight attendants beginning a manual instruction of the appropriate use of the seatbelts, flotation devices, and oxygen masks, they sat mute in the back of the plane. Shortly thereafter, the co-pilot came on over the intercom and stated that the video was malfunctioning and all we really needed to know was, “don’t inflate the vests inside the aircraft.” Not only was this extremely unprofessional, but I’m fairly certain it violated FAA safety regulations.
After take-off, the flight attendants began to sell snacks. Because most of the people on the plane had been waiting for several hours in the airport, not knowing when the plane would be departing, the snacks were gone by the time the cart reached the back of the plane. My husband asked the flight attendant if there was anything else available to eat, and inquired as to why he was not permitted to purchase something prior to the snacks being sold out. He also asked to be moved because the stench from the toilet was still overpowering. My infant son was asleep in his arms, so when my husband made this inquiry, his voice was subdued and he was extremely polite. The appropriate response to this would have been, “I’m so sorry you’re not having a pleasant experience with American Airlines today. We work very hard to make sure our customers are satisfied and pleased with our service. I don’t know that I can find you something to eat, but I’ll try and if there’s anything I can do to make you more comfortable, please let me know.” Instead, she said, “It’s not my fault. This is the way it is now; you just have to roll with the punches.” He responded that he was a paying customer and had, in fact, paid $650.00 for his ticket, so he really didn’t think he had to “roll with the punches.” She responded again that it wasn’t her fault and they (meaning American Airlines), didn’t feed her either. The obvious difference is that she was working and we had paid a significant amount of money for our tickets. Regardless, the response was completely unprofessional, inappropriate, and rude. Her cavalier attitude was not reserved solely for us; the gentleman seated across from us was a business traveler who had paid over a thousand dollars for his ticket. He inquired about a bottle of water and was told it would cost $2.50. The same flight attendant gestured to the galley and told him that he could get a cup of tap water if he wanted.
When the flight attendant returned with the beverage cart, I asked her if she could please tell me her name. All of the flight attendants on board were wearing name tags, and hers was noticeably absent. She informed me that she did not have to give me her name. My husband, who is a deputy sheriff for Palm Beach County, Florida, told her that he had to wear a name tag and would be very surprised if the same were not true for her. He then asked to speak with her supervisor. She replied that she was the supervisor and she would not be giving us her name. She then said, “You know what, this is harassment, I am going to have the police meet the plane.” My husband, knowing he did nothing wrong, invited her to do so.
Clearly, asking for an employees name in order to register a complaint is not harassment and even if it is perceived as such, is not illegal. We did not raise our voices and did not so much as unbuckle our seatbelts. Even in the light most favorable to the flight attendant, we did not assault, threaten, intimidate, or interfere with this flight attendant in the performance of her duty. As the police did not meet the plane, it is clear that she intended only to make an empty threat. Threatening to have someone arrested is not only unprofessional its offensive and an abuse of power. Her behavior was inexcusable, and caused us both a great deal of stress.
I can only assume that the flight attendant did not want to give her name because she did not want her deplorable behavior reported. I would very much like to provide American Airlines with her name so that appropriate action can be taken. Unfortunately, I can only say that she was an African-American female and her uniform was a high-necked style that differed from the white shirt and jacket style that the other flight attendant was wearing. I am forced to take her at her word that she was in fact a supervisor, but if that is the case, American Airlines has very serious problems with its promotion process as she seemed to have absolutely no training in appropriate customer service.
At the very least I would like a response from your company regarding this incident. Thank you for your time.
Comments:
Posted by Noneill on 2007-02-11:
I agree that behavior is deplorable. You should have asked the flight crew as you deplaned who she was and who her supervisor was. Someone Probably would have told you. She is only one person. I wouldn't hold this against AA until you give them a chance to act. I am betting they will respond.
Posted by MRM on 2007-02-11:
You should have ask other flight attendents about that offending persons name.
Posted by ghostbuster on 2007-02-11:
Well this is is your first bad experience with American Airlines, so I would not hold it against them, unless ofcourse you are the same age as your son, I would remember all the service they provided me. Also maybe your husband and you thought you were acting in a non threatening way but we don't know the FA's story I would like to here here side of the story, as to why she felt "threatened" or threatened.
Posted by yoke on 2007-02-12:
I have always been told there are 2 sides to every story. I wonder what the other side is?
Posted by superbowl on 2007-02-12:
AA is one of the better airlines for sure. Hearing what happened from both sides may never happen. This very well could have been a AA employee with an over size ego and authority complex having a bad day running up against a local Sheriff with the same issues? Or at the very least the Sheriff's wife having a bad day? We will probably never know. I have a number of friends that are Police and trust me their ego's and authority complex's are huge. Nice guys but most can not function outside of their circle of friends that are fellow peace officers, police seem to only have police for friends (I used to work for a police agency). I am sure it is because of what they do for a living and what it takes to do it for a living. Wives/husbands of peace officers display the same personality shortcomings as their husbands/wives over time, the authority, ego, were better than you issues. Not all but a lot of peace officers and their spouses can not even deal with situations like what happened on the AA flight like the rest of us because their ego's will no longer allow it. What would this lady have done if there was a real problem? An airline left me in Spokane for 14 hours once, after I could no longer believe anything they said I rented a car and drove to Seattle to catch a plane home. Pissed for sure but I never played the jerk roll with them. I did ask for a refund on my plane ticket and the cost of the rental car when I got home, they were only to happy to agree after they heard what they did to me, I was always professional about it. My 3cents
Posted by rnick821 on 2007-02-12:
That was a very well-worded (although someone long) letter. I hope that you are able to follow up and let us know if and how AA responded. If the flight was not full, they should have least attempted to re-seat you away from the chemical toilet...if that was impossible, they should have told you so. I have yet to fly on an airplane where they charged for all refreshments including bottled water...I knew that day would be coming at some point, however.
I guess I have been extremely lucky...although not a frequent flyer, I get on an airplane probably 4-5 times a year (or more) mostly for Army Reserve business or to visit family/friends. I have never had an experience with a rude flight attendant. I suppose that day will come at some point as well.
Good luck with this, and keep us posted.
I guess I have been extremely lucky...although not a frequent flyer, I get on an airplane probably 4-5 times a year (or more) mostly for Army Reserve business or to visit family/friends. I have never had an experience with a rude flight attendant. I suppose that day will come at some point as well.
Good luck with this, and keep us posted.
Posted by ghostbuster on 2007-02-12:
Yoke - We will never know the other side of the story, because the OP will not mention what they did wrong if they did anything wrong.
Posted by doescustomerserviceexist? on 2007-02-13:
Sounds like your not alone, just read what other people have to say about them. The lack of comunication with the delay I can only imagine it was stressful. I know with older children I always come prpared I have plenty of food with me in case of delays you are in an airport delays happen often. I also check the seat number before I board and change it if I need to.
It is really hard to change it once you are on.
As for the flight attendent sounds like she was on a power trip. You have to stay calm on a plane if you show stress and/or get upset, others around you can get nervious and upset and may even fear for there saftey (justified or not). You pretty much have to hold it in until you land and then I wouldn't have left the airport until you had an supervison inside take a written complaint.
The world in general is becoming less personable, and they shouldn't have left you hanging.
As for ghostbuster, I wouldn't worry about what he or his friends say, I called him out on him being one of the biggest internet bullys and he's since attacked all my postings and tryed to call me a bully.
It is really hard to change it once you are on.
As for the flight attendent sounds like she was on a power trip. You have to stay calm on a plane if you show stress and/or get upset, others around you can get nervious and upset and may even fear for there saftey (justified or not). You pretty much have to hold it in until you land and then I wouldn't have left the airport until you had an supervison inside take a written complaint.
The world in general is becoming less personable, and they shouldn't have left you hanging.
As for ghostbuster, I wouldn't worry about what he or his friends say, I called him out on him being one of the biggest internet bullys and he's since attacked all my postings and tryed to call me a bully.
Posted by ghostbuster on 2007-02-15:
doescustomersevicesexict - You are a bully. You go around looking my posts because you are a bully, and you don't like it when people take my side. I guess you have a low self exteem. Leave Yoke out of this. You are not always right.
Posted by doescustomerserviceexist? on 2007-02-15:
ghostbuster: First off if your going to me on here learn to read. I wasen't refering to Yoke nor yourself. Obsessed with yourself much, I think so. I was refering to the airline. You came on and attacked me because I called you out on being an internet bully. I enjoy following you now, so that everone can see you for the jerk that you really are.
I'm only helping protect the consumer from your bullying.
Look at your posts you need some serious help, sorry but you do. You are a bulling jerk who has no right putting people down all the time for no reason.
I'm only helping protect the consumer from your bullying.
Look at your posts you need some serious help, sorry but you do. You are a bulling jerk who has no right putting people down all the time for no reason.
Posted by superbowl on 2007-02-16:
OK, ghostbuster and doescustomerserviceexist?, take it somplace else please. This is not the proper forum for you two to be acting this way. This post was about an American Airlines Complaint. Keep your posts related to the subject or start a new thread where you can fight it out. Thank you
Posted by Mr. Mafia on 2007-02-25:
superbowl - I agree with you that they should take this else where, they search for each other's posts to attack each other and stay off topic. Ghostbuster may be ten but they are both acting ten.
Posted by doescustomerserviceexist? on 2007-02-25:
ghostbuster: I now see that you may have been trying to compliment me above, and I'm sorry that I was on such attack mode myself. I got way to caught up in this and did to you what I didn't like you doing to others. sorry.
superbowl: I agree.
superbowl: I agree.
Posted by ghostbuster on 2007-02-27:
That's okay doescustomerserviceexict, I think I was being stubborn and on attack mode also. BIG TIME.
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