American Airlines Complaint - Arrogant Customer Service
Dear Customer Support, American Airlines,
Last weekend was the Weekend of Hell, sponsored by American Airlines.
First of all, Friday 4.03.09, CID to EWR, I was held up 11 hours in ORD. I was told there were problems with cancellations due to weather, BUT ONLY 25% OF THE FLIGHTS WERE CANCELLED. Fine, but how come, my flight/destination got canceled about 6 times during the day? If 75% of the flights were going out, why was our passenger group delayed repeatedly? The odds of us getting on 75% of the time, but canceled 6 different times, are MINUSCULE? Who does booking algorithm?
Secondly, my main complaint:
Delays with American Airlines on xxxxxon return flight April 5th.
I had set alerts for timeliness for the return portion; Called me to announce flight was One hour late, realized I could fly EWR to ORD, but would miss my connection to CID, and then would have to be put up in Chicago. So I called and requested I be put on tomorrow's flight, and that AA issue vouchers for hotel, taxis, food and internet. They agreed and put in record locater, and told me to go to airport and pick up vouchers. I told them I would do later in the evening, and stay in NYC a couple of hours later, and was fine.
The agent failed to mention that the Ticket Desk at EWR was closed on Sunday night, so I arrived too late to get there. No one was at the Ticket Counter, it was closed!!!!
complaint one: couldn't THEY ADVISE THE CUSTOMER OF THE Sunday NIGHT HOURS OF AA SO I COULD HAVE COME? THEY KNEW I WAS PLANNING TO STAY IN NYC A COUPLE OF MORE HOURS, WHY WASTE MY TIME? This is total negligence, and wasted 2 hours in EWR airport and with AA Customer Service trying to get my hotel vouchers.
HOW UNLIKELY IS IT THAT A MAJOR AIRLINE IN A HUGE INTL AIRPORT IS CLOSED SUNDAY NIGHT???
When I finally found AA baggage claim, the supervisor (Raymond) challenged my request for a room and I told him just to look at my record locater xxxxxx.
2nd Complaint on return flight : Raymond wasted my time confirming the previously-setup voucher . Why waste both of our times trying to re-negotiate what your phone agent had set up already? This is insulting.
3rd complaint: Never kept me, the customer, informed of their progress to get taxi, meals, and hotel booking. Raymond was the Supervisor, his people skills need improvement. They had 3 employees there, one of them was doing nothing. They weren't working too hard on my case.
4th complaint, the major one:
Your flight had mechanical difficulties, not an act of Nature, and you put me up, eventually, in a hotel.. The re-booking was the following day to ORD/CID at 2:55. When I got to the Airport, I was not on the flight, and the American Eagle attendant told me I had a confirmed flight at 9:40 PM!!!!! Here I had spent 11 hours waiting for my Fri flight in ORD's wonderful K concourse, now I was asked to wait another 7 hours in ORD waiting to get to CID!!!! Shouldn't I be on a higher priority than that?
American Airlines had issued a Priority Verification Card for Flt 3903 on 6 April 09 from ORD to CID, Boarding Time of 2:25. I was told a seat would be issued when I got to the airport. (I flew EWR to ORD on 6 April on aa1025, departed 1225P.) I have that coupon.
You might think that a person who had been bumped from a flight due to mechanical problems of the carrier would get priority over standby customers (rather than being hassled by the gate attendant, see below.)
The agent- who shouldn't be an agent, she couldn't communicate, she spoke English very poorly, dint know the meaning of the word “typical” -- told me the reason that I want on the flight was that I made the booking on April 5th. I explained to her that the booking was actually made on the 21st of March, and she saw a yesterday date for booking b/c of the flight cancellation due to mechanical problems of AA. She insisted I made the booking only yesterday, I repeatedly told her no..... she wouldn't listen. I should have been taken WAY BEFORE the standbys. She claimed she could do nothing for me in the airport, the decision was being made outside of the airport.
Meanwhile, I am checking on my status trying to get someone to help me and was told by an alert AA phone agent to find a Gate Supervisor who monitors many gates. Even though no gate clerk could find a seat, the Gate Supervisor found one on the 4:45 flight, saving me 5 hours, but still wrecking my appointments. I still got in 24 hours late after driving 2 hours. It could have been even 5 hours later, with the help of your incompetent gate clerk.
I am extremely disappointed with your customer service and ill-trained and poorly-selected agents. How can I recover the lost time?
The last thing I want is a perfunctory form letter, that would only upset me more. Pls investigate these agents. I want a free flight and whatever else you can give.