Via JonNYC at Traveling Better, it looks like American Airlines has recently eliminated customer relations by phone. The customer relations phone number was recently taken off the website, and apparently they’re increasing the staffing for customer relations by email.
Ultimately eliminating options isn’t good, though I can’t say I’ve ever phoned customer relations at any airline or hotel chain. If I have a compliment or complaint I always prefer email:
- I absolutely hate the phone, and don’t use it unless I have to
- It allows me to gather my thoughts and think about what I really want to say
- It avoids miscommunication about what happened, and leaves an electronic trail
- I kind of feel bad for the people that worked the phones at customer relations. I can’t imagine having to be so empathetic all day every day (it’s easier to fake it by email, presumably). 😉
For what it’s worth, in my experience American does a great job with prioritizing Executive Platinum emails, and the few times I’ve provided feedback (mostly compliments for good crews), I’ve received a response within a day or so.
I also assume this doesn’t change the odds of them calling you. In other words, if you have a serious complaint they may very well call you to discuss and apologize.
I’m curious, does anyone prefer phoning customer relations rather than emailing? Are you sad to see the ability to call customer relations at American go away?