Sent by me to American Airlines via customer service link Mon Nov **…"My husband was in...

GetHuman-travidar's customer service issue with American Airlines from November 2018

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The issue in GetHuman-travidar's own words
Sent by me to American Airlines via customer service link Mon Nov **…"My husband was in Ecuador for work and I decided to take a trip to Galapagos as a memorial for my deceased mother before joining him. As a retiree I could only afford this trip a very shoestring budget. On our voyage back, as we both suffer from back issues, we checked our bags. I was not charged a baggage fee for my single checked bag from Quito to Miami. However, my bag was not checked all the way through to SFO. In Miami, my husband checked his bag for free, but when we tried to check my bag from MIA to SFO we were told there would be a $** charge. As my ticket confirmation email clearly stated that my first checked bag would be FREE, my husband protested. Doreen, the AA employee in Miami, insisted on the $** fee. When we tried to explain that my ticket was separate from my husband's and purchased with my OWN Aviator card she rudely replied: "I don't appreciate people like you talking down to me!" There was a VERY long line of people behind us, so I gave up and, despite back pain, opted to carry my bag rather than pay a fee that I should NOT have been charged. My husband immediately called and canceled his Citibank Platinum Advantage Card. Before taking the extreme measure of canceling my Aviator card I am contacting you to explain the situation. Due to the back pain I incurred carrying my bag, I will have to see a doctor and possibly have physical therapy. As a loyal AA customer, I would appreciate American Airlines compensate for the extremely bad service we received. **I received this "copy paste" reply..."While it is not our policy to offer compensation for personnel issues, we regard every single customer contact as a welcome opportunity to listen, learn and most importantly, improve. You can be sure that your constructive criticism will help us do a better job next time.*We want to win back your respect and hope to have an opportunity to do just that very soon. Mrs. Darcy, we would consider it a privilege to have you fly with us again."**To which I replied: "I am truly disappointed that the world's largest airline with a market capitalization of about $** billion as of **** can't offer a small compensation for a passenger's back pain due to its employee's bad service. How hard would it have been to give a few miles? As a parent I always expected my kids to accept responsibility for their actions. As a teacher I never allowed bullying. Sorry that American Airlines goes strictly by a book without human values or kindness. You have lost a customer. (Not that you even took the time to actually read this.)"**Final note: Seriously? With this kind of impersonal customer service, why should I ever fly AA again? Go Delta and Jet Blue!!! Even basic Norwegian is FAR superior to American Airlines!

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American Airlines

Customer service issue
Reported by GetHuman-travidar
Nov 14th, 2018 - 3 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 4794 others
0 customers following this

Timeline

GetHuman-travidar started working on this issue
Nov 14th, 2018 10:37pm