For those of you who read my blog, you know that in late July I posted about a terrible flying experience I had with American Airlines – Flying the Friendly Skies. I wrote several postings about the lack of Customer Service in the airline industry these days and especially how disappointed I was with American Airlines in this experience.
When I returned home and really had a chance to think about it, I was incredibly irritated that American Airlines would be so arrogant in the way they treat their clients/customers. So, at the encouragement of a representative, I wrote American Airlines a letter addressed to Customer Relations in Dallas, Texas. I was polite, but very detailed in my review of the experience. I received a little card in the mail from American Airlines letting me know that my letter had been received, that my comments were important, and that someone would be contacting me soon.
What I received next was an insult. A few days ago, I received a letter from American Airlines signed by a Customer Relations representative named Barbara McKay. She started with the statement, “From the details you provided in your email, it is clear that you were inconvenienced when you traveled with us recently.” Suddenly, it hit me – THIS is a form letter! I didn’t email; I had written and mailed a letter! As I continued to read, it became even more clear that this was nothing more than some ridiculous form letter stating “American Airlines emphasizes the highest level of customer service.” Really? And do they “emphasize” that by sending out form letters???
Ms. McKay went on to write that, for my inconvenience, she had credited 10,000 bonus miles to my AAdvantage account (that would be their frequent flyer program). If she had truly read my letter, she would have understood that this was my FIRST experience flying with American and she would know that I don’t have an AAdvantage account!
I’m not sure if I should be more insulted by the treatment I have received on my July flight or by the response I received to my letter! Both are evidence of the extremely poor customer relations that exist at American Airlines.
Feel free to write to American Airlines and let them know how you feel about the way they respond to their customers. It’s easy, just send them an email!