Wow, I have to say I’m really, really impressed. I emailed American’s customer relations department early this morning via their online form to provide some feedback regarding a flight from San Francisco to New York over the weekend. Specifically:
- Our original flight was canceled due to crew
- We were downgraded from first class to business class on the flight we were rebooked on
- ALL the reading lights were on for the whole flight, and this was a redeye
- We had to wait for over an hour for our gate checked bags because they didn’t have enough rampers working at the time
As soon as I submitted my feedback I got an automated email assuring me I’d receive a personalized response as soon as my issue was investigated. Well, I received a response less than 12 hours after my email to them, and it addressed every one of my issues, was to the point, and obviously came from an agent in the US. To “make amends” they deposited some miles in my account instantly and said they would forward my downgrade issue to the AAdvantage department so they could take a look at it. Let’s see if I hear back from them.
Either way, color me very impressed! A well written response within 12 hours with generous compensation, and forwarding the downgrade issue to the AAdvantage department, all for someone without status? Nice.