America West Complaint - Poor Public Relations
ALBUQUERQUE, NEW MEXICO -- My four-year old daughter and I were scheduled to fly from Albuquerque, NM to Phoenix, AZ on May 19,2000. Unfortunately, my daughter came down with the stomach flu. My grandfather had also died the week before, and his memorial service was scheduled for when we were to be out of town. Our tickets were made by redeeming miles earned from a Citibank credit card (Citimiles). I knew at the time I made the reservations that the tickets were non-refundable and non-transferrable, but these circumstances were beyond my control. I called to see if someone could help me with rescheduling the trip without incurring a penalty fee. It took me three days and six phone calls to get the matter resolved. The supervisor who finally waived the penalty fee was extremely rude. Her name is Peg Anderson. I spoke with her on Friday May 18, 2000. After being cold and curt, she told me any CSR could have helped me. Obviously not, I had talked to three seperate CSR's, two of whom told me to call Citimiles. All of the CSR's were extremely polite, but all said they regrettably could not help me. Peg Anderson was anything but polite. I was dealing with two very emotional situations, I would have appreciated Ms. Anderson's sympathy and understanding, not her rude and impatient brush-off.
To help keep me as a potential future customer, I would like the following:
A letter of apology would be nice. I have never felt it necessary to write a letter of complaint before. I visited the America West web-site and wrote a letter describing my experience, but the response I received was a form letter that really didn't tell me anything but that the matter would be looked into. I don't feel six phone calls over three days was necessary to resolve this matter. Peg Anderson took care of the problem in a few minutes, although she was discourteous and tactless about it. I was remaining calm, friendly, and polite with all that I was dealing with. She should have done the same, especially since she is in a public relations position. Could America West Airlines offer my family of four tickets to visit our extended family in San Diego, CA as an apology? We would be very appreciative.
At the very least I would like a response from your company regarding this incident.