Change flight and have change fee waived ... I need to change my flight (record locator XFWZZP) due to the fact that my house at **** Lobello Drive in Dallas was hit by the tornado. I called to do this and was told that the flight i wanted to move to in March (March because I'm already going on the same flight in January to Flagstaff) is $** more which I'm glad to pay. I was also told there would be a $*** change fee. I asked that the $*** change fee be waived. I was told no and the rep went to her supervisor who said no also. I talked to the supervisor and she said no, there was no flexibility. I don't think this is an unreasonable request due to the circumstances and there is absolutely no cost to American Airlines. I told the rep and supervisor that they had an opportunity to do the right thing and gain a customer that would have a much improved opinion of American. That didn't matter and the supervisor was a bit flippant about it. I was quite frustrated since American is a DFW based company and would think that they would be more flexible for those effected by an unusual tragic event in their hometown. I know there is space available on those flights so there is absolutely no cost to American. Well, I was frustrated enough to call the local news station WFAA and told them the story. They seemed quite interested and passed it along to a reporter who will call me. If asked to go on camera in front of my damaged house on my street that looks like a war zone, I'm frustrated enough to do that. This just doesn't seem like good PR to American to be this inflexible to people effected by this tragedy in American's hometown. If this flight was on an airline based out of town that would be more understandable. I guess what really got me was that your supervisor in Raleigh-Durham, NC (name started with an S - Sandra, Sharon - not sure) said that she didn't think American would have a PR problem with this. Her attitude was we really don't need to do anything because we won't have a PR problem. It came across as your issue really doesn't matter and we'll do what we want. All I want is this flight changed and the $*** fee waived.
This is bad PR for American
As I explained, I want them to waive the $*** flight change fee.
** year customer.
Called local news station WFAA and told them the story. The new desk was interested and passed it to a reporter. Waiting for call from reporter. I would be glad to stand out in front of my tornado damaged house, on my street which looks like a war zone, in American Airlines' hometown, and tell everyone my story about how American Airlines is so inflexible that they cannot waive a $*** flight change fee. It costs them nothing to do this since I'm willing to pay the difference in flight costs. I will also convey the arrogant, flippant response from their supervisor at the call center in Raleigh-Durham, NC that she really didn't think they would have a PR problem. My perception was that they really don't care, people have to fly them anyway if you're flying out of Dallas. This is the problem with monopolies - not enough competition at DFW Airport.