1st Response from AA Customer Relations to our letter

This is the standard corporate BS customer service form letter that we expected. I could have sent in a ransom letter and they would have sent the same auto-response. The email address they used is even outgoing only, meaning that you can’t reply to the email. Don’t call us, we’ll call you.

“June 6, 2008

Dear XXXX,

Thank you for contacting Customer Relations. This is an automated acknowledgment of
your message, giving me a chance to share with you right away what is happening with
your email.

First, while my email isn’t intended as a reply to the remarks you just submitted, I
do want to confirm that we received your comments; in fact, our computer system has
already assigned a file number, which you see in the subject line above. I’d also
like to reassure you that we answer every suggestion, inquiry and complaint we receive
unless you specifically requested for us not to follow up with you.

Next, I know that you are eager to hear back from us as soon as possible. A Customer
Relations representative will read and address your comments personally, and this
often requires taking some time for research or investigation before replying. Still,
I’d like for you to know that we respect your time and we are working hard to get back
with you as soon as we can. Thank you for your patience.

Let me also clarify that just in case you have emailed us about something related to
an upcoming trip, or if your email concerns something about a trip you’re currently
taking, our Reservations staff is available 24 hours a day and may be in a better
position to answer an imminent question about your trip. In the U.S., the toll-free
number is 800-433-7300. Outside the U.S., please refer to Worldwide Reservations
Phone Numbers listed on AA.com.

Sincerely,

XXXX XXXXXXX
Customer Relations
American Airlines

This is an “outgoing only” email address. If you ‘reply’ to this message by
simply selecting the reply button, we will not receive your additional comments.
Please assist us in providing you with a timely response to any feedback you have
for us by always sending us your email messages via AA.com at
http://www.aa.com/customerrelations.”