American Airlines Complaint - Terrible Customer Service
CHICAGO, ILLINOIS -- In June, I booked and paid for a vacation package to Barbados through American Airlines Vacations. In July, I received a phone call advising me that my 3:45 p.m. return flight from Barbados had been canceled, and I would now be leaving at 8:30 in the morning, effectively shortening my vacation by one day.
I e-mailed AAVacations four times, asking if I could extend my vacation by one day at the same nightly rate, at my own expense and without any penalty for changing the date of my return flight. Each time, AAVacations acknowledged that they had received my e-mail, and it had been forwarded to an Electronic Care Specialist. I never received any other reply.
I wrote to AA's Vice President of Customer Service on August 27. I received a postcard stating that they were receiving an unusual number of requests and would respond as quickly as possible.
On October 12, still having not received an answer to what seemed to me to be a perfectly simple question, I again wrote to their Vice President. I received an e-mail reply that advised me that the most efficient manner to take care of questions and/or problems was to contact AAVacations by e-mail -- which I had done four times, and which had not elicited any kind of response.
On October 27 and November 5, I again faxed a letter to AA senior management, detailing the problems I had with their organization and asking that they cancel the vacation, refund my money and advise me that this has been done. Again, no response.
On November 11, I mailed a letter to the President of AAVacations (no one seemed to have a fax number for this individual), again asking that the vacation be canceled and my money refunded. Again, no response.
On November 13, I received travel documents for a vacation that I had now been trying to cancel for more than a month. The documents contained incorrect information on my return flight, as they were still showing my return flight to be the 3:45 p.m. flight, although their website reservation confirmation still showed that I was on the 8:30 flight.
In sum, after five e-mails, five letters and numerous phone calls, I never received the courtesy of an answer to my question. I called their customer service center today to cancel the vacation, and was advised that my money would be refunded upon the return of the travel documents that I received more than a month after attempting to cancel this vacation. In addition, the vacation cancellation waiver I paid for would NOT be refunded, in spite of the fact that the cancellation was due to the total incompetence and indifference of AAVacations.
In two of my letters, I mentioned that I had traveled to Europe and to California since June, and had not booked through AAVacations because of the miserable experience I had had trying to get an answer to one simple question. Apparently, in spite of their huge losses, AA feels they can afford to alienate and ignore their customers.
Needless to say, I won't be booking with either Amreican Airlines or AAVacations again, and would recommend that anyone considering doing so would be advised to think again.
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