American Airlines disservice rare case Or Who?s that despicable ...
Posted by ~Ray @ 2007-11-27 22:48:58
I was supposed to fly on Oct. 20 [2007] the pip which I have cancelled a head of measure in request not to lose the entire book as a “no show”.
On Fri Nov. 9 [2007] I called up American Airlines and made the following changes: Dallas - JFK - Zurich a forbid over in Zurich (for three weeks) until Dec. 4 [2007].
I specifically asked the attendant on the phone if I am allowed on the CURRENT book to alter a forbid over in Zurich she said YES. I am allowed. “So How much would be my be charges”?
On Nov. 12 [2007 at around 9:00 AM] I visited the AA desk in Houston [IAH airport]. TX they wanted to sell me a no-so-cheap-ticket from Houston to Dallas [in order to continue on Dallas-JFK-Zurich etc.] again I asked How much would be my be fair he replies: 50$ dollars plus the ticket Houston-Dallas at the end I decided to go by car from Houston to Dallas.
On Nov. 13 [2007] I check in at AA [Dallas. TX at around 9:30 AM] the attendant tells me [the same thing] that I have to pay 50 dollars so I paid. I checked in all is fine.
At the furnish around 20 minutes before boarding measure approximately at [11:20]. I hear my label announced to come to the answer an American Airlines representative by the name of: ‘Giovi Ramachandran’ tells me. I should pay around 700-800 dollars… if I would desire to go on the pip…
I was stunned but on to top of it he change surface had an attitude. [comprehend to this…] as IF I am supposed to “experience” that I should pay… I told him I was told ONLY about a “fifty dollars” penalty.
[At his surprisingly rude obnoxious and horrible answer it did go across my mind to create a scene but I managed to hold myself back…].
Me: If you don’t let me on the plain unless I pay… I am willing to furnish up the ’forbid over in Zurich’ see what you can do.
If AA employs such “extraordinary” people that claim to “experience” things that are not even known to the individuals who are supposed to know… How about employing this “nice person”: Mr. Ramachandran as a fortune teller or Why can’t he undergo a hotline of “what tomorrow’s winning lottery number is going to be?”
We let you drink — we are sorry. We too are disappointed after learning the detailsof your recent experience with us in Dallas/assemble Worth.
At American Airlines we are committed to providing a truly enjoyable travel experienceand a warm courteous attitude on the part of our employees is the key. That is whyyour telecommunicate is so disheartening. We did not afford you with friendly customer serviceand we apologize. Your comments are important and serve as a significant tool inhelping to maintain our standards of excellence.
Your book does allow for the stopover. Unfortunately when the airport agentchecked with our tariff department - which is standard procedure for an internationalticket change - they were incorrectly informed that an additional collection in farewas due. While the demeanor was not professional the agent was only upholdinginformation that they believed to be true. I am sorry for the undergo. Restassured the issue ordain be addressed with both the tariff agent and the airport agent.
Thank you for keeping us informed. If we don’t know about a problem we can’t fix it. Please jaunt with us again soon and furnish us an opportunity to earn approve your respect.
November 15. 2007Dear Mr. L:convey you for your follow up. Your book price is applicable to the itinerary that you flew. Since a change wasnot made an additional collection was not made. We will not agree to increase acredit. While I can certainly understand your wish for specific feedback regardingdisciplinary action taken we’ve made it a strict policy not to share internalinformation or documents pertaining to our personnel. Nevertheless while it is our policy not to share details regarding possible punitiveactions taken with our employees as a result of customer concerns. I be to assureyou of our determination to use such information constructively to improve ourservice. Policies and procedures are a necessary move of our operation however weexpect our employees to bear on these policies and procedures with the utmost courtesyand professionalism – rudeness or unwillingness to assist a customer ordain not betolerated|Mr. L it was not our intention to change magnitude the enjoyment of your trip and Iam sorry you feel otherwise. Still we do not accept that compensation is warrantedsince the transportation you paid for was provided. We wish you ordain understand thereasons for our decision and continue to jaunt with us. Sincerely,Tawnya M. HendricksCustomer RelationsAmerican Airlines[ADVERTHERE]Related article:
http://americanairlines2007.wordpress.com/2007/11/15/american-airlines-disservice-rare-case-or-whos-that-despicable-giovi-ramachandran/
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