Never Fly American Airlines

Final Correspondence from AA

justinrhyme — Mon, 07 Jul 2008 16:36:43 +0000

This is their final correspondence letter emailed to us in response to our initial complaint for our Las Vegas trip. I’m sure this is another form letter sent to myriads of plaintiffs in response to problems with check-in. Again it is an outbound email address only, so the feedback loop is officially closed on their end.

We get the same response every time – as a consequence of heightened security measures, checked baggage acceptance times have been shortened to compensate.
Understood and agreed.

But what about passengers WITHOUT BAGS TO CHECK IN? Why are passengers without bags subject to the same policies and time constraints as passengers with bags? Isn’t the whole point of traveling light to avoid the delays of the check-in process?

Our problems remains unresolved, which are twofold:

Check-in policies are not stated clearly, and are subject to the jurisdiction of the check-in counter staff.
American Airlines’ Customer Service staff are inadequately trained to handle such policies.

Below is their correspondence, with specific items in bold:

July 7, 2008

Dear XXXXXX:

I can understand how disappointed you must have been when you approached the ticket
counter to check in for flight 257 on April 17, only to be told we couldn’t
accommodate you due to the “cut-off” for acceptance. I am sorry for any resulting
inconvenience. Please allow me to explain.

As a consequence of heightened security measures, it became necessary to establish
specific airport procedures to allow ample time for the careful handling of checked
baggage or passengers. Accordingly, specific cut-off time periods were put into place
for the acceptance of passengers. While the cut-off times vary slightly based on
facility and staffing issues associated with domestic and international airports, we
strictly adhere to these cut-off times to give Transportation Security Administration
(TSA) personnel and airline employees the necessary time to complete TSA mandated
security procedures. In the interest of security, we cannot deviate from these
acceptance deadlines. Again, however, we sincerely regret that your travel plans were
disrupted as a result.

It may be helpful to know for the next time, as a courtesy in such situations, we will
place you on stand-by for the next available flight (fare permitting). However,
confirmed seating does require the payment of any applicable change fee and/or fare
difference.

You can find detailed information about acceptance requirements and cut-offs on
AA.com. From the AA.com home page, select Customer Service Plan, located at the very
bottom of the page. This will take you to the Customer Commitment page where you will
see a heading entitled Conditions of Carriage, click on the available link to be taken
to the Conditions of Carriage page. Then choose #7 under American Airlines Conditions
of Carriage and view Check-in Requirements and Baggage Acceptance Cutoff Times.

Again, I’m sorry things worked out like they did but we hope you understand the
important security issues associated with checked baggage acceptance. We’re working
hard to make your overall travel experience the best it can be and we hope to welcome
you aboard again soon.

Sincerely,

XXXX XXXXXX
Customer Relations
American Airlines

2nd Response from Customer Relations Team via Postcard

justinrhyme — Wed, 25 Jun 2008 14:24:29 +0000

June 9, 2008

UPDATE: More AA Fees – Miles Awards AAdvantage

justinrhyme — Tue, 24 Jun 2008 14:51:44 +0000

Dear XXXXAAdvantage CUSTOMER/SUCKERXXXX,

AAdvantage And Upgrade Award Changes
Beginning October 1, 2008, mileage levels will be changing for select AAdvantage^® award tickets and upgrade awards. This change will not impact the 25,000 mile domestic economy MileSAAver^SM award. Members may book and ticket any of the current awards through September 30, 2008. On October 1, 2008, the new award structure will apply.

Also effective October 1, 2008, a nonrefundable co-payment of $150 will be required to claim upgrade awards used with most discount economy fares when traveling between North America and Colombia, Ecuador, Peru or Venezuela.

Effective June 21, 2008, a $5 USD Award Processing Fee applies per person to award reservations ticketed via AA.com. AAdvantage Executive Platinum members using miles from their own account and members subject to AAdvantage Award Fees are exempt from the Award Processing Fee.

UPDATE: American now charges for ALL checked bags

justinrhyme — Mon, 16 Jun 2008 18:20:13 +0000

FORT WORTH, Texas, May 21 -
American Airlines just announced that it will now begin charging customers for all checked bags. On tickets bought June 15 and after, American will begin charging most customers $15 for checking one bag. Previously, customers could check one bag for free. Checking a second bag costs $25. Still, some customers will be exempt from the checked-bag fees. AA says its elite frequent-flier members and those who purchase premium tickets (first, business or full-fare economy fares) will not have to pay the fees. The fees apply only to flights within the USA and Canada, fees will NOT apply to international flights, some of its loyalty members, or people with full-fare tickets.

1st Response from AA Customer Relations to our letter

justinrhyme — Fri, 06 Jun 2008 18:19:08 +0000

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.”

Our Formal Letter of Complaint to AA, May 27th

justinrhyme — Tue, 27 May 2008 22:03:25 +0000

To:

American Airlines Customer Relations
4255 Amon Carter Blvd. MD 2400
Fort Worth, TX 76155-2603
817 – 967 – 4162 [f]

May 27, 2008

To Whom It May Concern in Customer Relations,

This letter is a formal complaint against American Airlines and the inferior service we experienced from your staff during our last trip.

On Thursday, April 17^th, 2008, my girlfriend and I were scheduled to fly on American Airlines Flight 257 to Las Vegas, Nevada. The flight was scheduled to depart at 4:25 pm from John F. Kennedy Airport, NY. We arrived at the airport 45 minutes before the departure time. The self-service kiosk would not let us check in because it was exactly 3:40 pm and after the 45 minute cut-off period. The attendant at the counter also would not check us in. She claimed that after 45 minutes, the systems do not allow any agent to check in passengers.

However, according to the American Airlines Conditions of Carriage on the website, the requirement stated is to arrive “30 minutes prior to a departure time for check-in…” For customers checking baggage, the requirement stated is 45 minutes prior to departure.

Neither of us had any baggage to check in. We spoke with two desk attendants and neither one would help us with our situation, and were very rude and curt. The supervisor was also unaccommodating and claimed that after 45 minutes, there was nothing she could do for us. We were told to wait in line and re-book our flight, with over 40 minutes remaining before our flight took off – well within the amount of time needed to pass through security and reach our gate, and also within accordance with the requirements stated on your site. We were forced to miss this flight and reschedule with other connecting flights, arriving in Las Vegas six hours later than planned and throwing off our entire itinerary as a result. There were three other passengers scheduled for this flight who were in this same situation, who I assume have also probably filed similar complaints to you.

The incorrect information relayed by your staff and their lack of assistance caused us much aggravation and frustration, and was an unnecessary waste of our time. In addition, all of your service agents were rude and unhelpful. One of them even asked us if we “could read English.” This sort of behavior is highly unprofessional and shows lack of training of your staff in customer service.

We do not wish to request any form of compensation or reconciliation. Due to this horrific experience with American Airlines’ lack of service and misinformation, we will never fly with American Airlines again. We will also urge all of our friends and family to fly with other airlines. We are also forwarding this letter of grievance to the Aviation Consumer Protection Division, the Better Business Bureau, NY1 News, and Fox 5 News NY.

The least that American Airlines could do is to properly train its employees in customer service, especially considering its recent mishap with plane inspections and rising rates. Furthermore, your check-in policy as stated on your website is inconsistent with your policy in practice. This is highly unacceptable.

This situation could have been easily avoided with a little courtesy and some effort on the part of your staff. Your cutoff time policy needs to be changed to either: 1) accommodate passengers who are NOT checking in baggage; or 2) clearly state that it applies to ALL passengers in writing. As a service industry, yours is the worst and most archaic we have encountered thus far, and will never willingly experience again.

Regards,

- NeverFlyAmerican.com

Cc to:

The Department of Transportation and the Aviation Consumer Action Project
400 7thStreet SW, Room 4107, Washington, DC 20590
ATTN: Aviation Consumer Protection Division

Aviation Consumer Action Project
P.O. Box 19029, 589 14 th Street NW, Suite 1265, Washington, DC 20036

Our Mission…

justinrhyme — Fri, 25 Apr 2008 15:16:54 +0000

We want to share our horrific experiences with American Airlines, to band the People together to boycott and ultimately bring an end to its inadequate and incompetent services.