American Airlines Complaint - Complaint Letter
DALLAS, TEXAS -- Dear Customer Service Relations:
Re: Flight Personnel
On Sunday, November 19, I was faced with a really bad flight attendant front desk at DFW Airport in Terminal B.
Unfortunately, DeAnna was not very helpful with my flight information. My parents were flying an international flight and I told her that they will get their VISA in LAOS. She kept on insisting that without proper documentation, they are not allowed on the flight. I told her that our travel agent said that we could get the VISA back at Vientiane, LAOS. With all the arguing back and forth going on, my parents did not make it on the flight that they were supposed to get on. We then decided to leave that terminal and get into 2 more terminals before someone had finally directed us to the right direction. When we finally arrived at the last terminal, the flight front desk lady told us that my parents are able to get on the flight and that they could get their VISA in LAOS. She also said that the first lady just needed to scrolled down and read further to determine that "anyone flying out of the country could get their VISA's in that country". Due to that, my parents were delayed for couple of hours at several airports, and have missed my grandmother's funeral back in LAOS.
I am disappointed because I thought American Airlines was really good with their customer service and had well trained employees. That is the main reason why, I have decided to choose AA as my Advantage Flight Miles program. This incident have given me a different perspective.
To resolve the problem, I would appreciate it if you could compensate in someway for the time that we missed the original flight which caused my parent's to miss my grandmother's funeral.
I look forward to your reply and a resolution to my problem, and will wait until December 15, 2000 before really condsidering to cancel my AA Advantage Flight Miles program.