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Bye Bye American Airlines, Bye: A scathing blog complaint.
Blogger for Huffington Post, Mary Adkins, writes a scathing post that should have some heads rolling at AA. This is an all too common occurrence from employees that are overworked, underpaid, and all too bitter about the situation. (www.huffingtonpost.com) Más...Sort type: [Top] [Newest]
Lesson Number One...never use a debit card, only a credit card. Lesson number two, if the refund in not timely given, report the transaction as "fraud" and let American sort it out with the credit card company (that has clout). Lesson Number Three, know that AA will be sliding to the abysmal "service" of US Air and book alternative flights on a carrier that cares.
Should've been handled properly by the FIRST customer service rep alerted to the airline's mistake.
Should not have taken a week, nor a month, nor three and countless reps, supervisors and managers. Only very stupid organizations take their customers for granted by:
1) making such a mistake: unexpectedly spending a valued customer's money (in their own checking account) WITHOUT PERMISSION
2) then fail to FIX the mistake immediately after first notification by said valued customer
3) this issue should have been handled by the very first airline representative to be alerted to the egregious mistake, without need for repeated communications FROM the valued customer.
4) The airline should have a workflow process in place, to insure that such issues do not drag on, and are completely resolved in that first day of notification, or worst case, the next day.
Some people need to be fired. Some new managers and trainers need to bring a better way of resolving valid customer complaints quickly and effectively.
Mistakes happen.
But they should be opportunities to create rabid customer loyalty from valued passengers. These should not lead to drawn out and draining customer service experiences that push away valued passengers.
A passenger placed her trust in AA, by choosing to fly them. AA violated that trust by taking money from her checking account by mistake and without permission.
The customer continued to trust AA to fix the mistake. AA violated that trust by not fixing the mistake immediately, by dragging the problem out 3 months, and by wasting the customer's time and good will by repeatedly failing to fix the problem.
If AA is worth at least a bucket if warm spit, they'll spend quite a lot of time and effort figuring out how screwed up are their systems, procedures and policies to allow any protracted incident like this to happen to any passenger (who has entrusted their carriage on the airline), let alone a passenger who has chosen to give their loyalty to the airline (and done so repeatedly).
This news is the worst indictment of an airline. That they do not care about their passengers.
Should not have taken a week, nor a month, nor three and countless reps, supervisors and managers. Only very stupid organizations take their customers for granted by:
1) making such a mistake: unexpectedly spending a valued customer's money (in their own checking account) WITHOUT PERMISSION
2) then fail to FIX the mistake immediately after first notification by said valued customer
3) this issue should have been handled by the very first airline representative to be alerted to the egregious mistake, without need for repeated communications FROM the valued customer.
4) The airline should have a workflow process in place, to insure that such issues do not drag on, and are completely resolved in that first day of notification, or worst case, the next day.
Some people need to be fired. Some new managers and trainers need to bring a better way of resolving valid customer complaints quickly and effectively.
Mistakes happen.
But they should be opportunities to create rabid customer loyalty from valued passengers. These should not lead to drawn out and draining customer service experiences that push away valued passengers.
A passenger placed her trust in AA, by choosing to fly them. AA violated that trust by taking money from her checking account by mistake and without permission.
The customer continued to trust AA to fix the mistake. AA violated that trust by not fixing the mistake immediately, by dragging the problem out 3 months, and by wasting the customer's time and good will by repeatedly failing to fix the problem.
If AA is worth at least a bucket if warm spit, they'll spend quite a lot of time and effort figuring out how screwed up are their systems, procedures and policies to allow any protracted incident like this to happen to any passenger (who has entrusted their carriage on the airline), let alone a passenger who has chosen to give their loyalty to the airline (and done so repeatedly).
This news is the worst indictment of an airline. That they do not care about their passengers.
"Ejected" by someone in the first 3 minutes. It took me more than 3 minutes to read the article. I have been noticing that "Bad-Pub" squawks have been getting ejected rather quickly, especially for AA.
My guess is AA has a little team trolling this site. I wish FA would come up with a solution to this annoying problem.
My guess is AA has a little team trolling this site. I wish FA would come up with a solution to this annoying problem.
No matter how the customer(CORRECT in assuming that the airline should handle this properly) decided to handle this, AA messed up, failed to fix it, failed to admit it, and is now having the story sent out to thousands of readers. Crappy service from an airline that does not need this sort of headline.
In my opinion, the customer did right by the company, trying to let them fix their mistake, rather than going to the bank. AA completely failed on their end. Why the heck would you fault the consumer for thinking a billion dollar company would do right by the consumer and refund the $350 that was improperly charged?
In my opinion, the customer did right by the company, trying to let them fix their mistake, rather than going to the bank. AA completely failed on their end. Why the heck would you fault the consumer for thinking a billion dollar company would do right by the consumer and refund the $350 that was improperly charged?
If you don't notify the credit card company of an error or incorrect charge, you don't preserve your rights so the customer may have been being nice to the airline but it was to her own detriment. I give companies in such cases two attempts to fix a problem before issuing a chargeback. Sometimes the desire to clear the chargeback is the impetus the company needs to fix the problem, however. Sometimes it's never fixed at the merchant but at least the credit/charge card holder is made whole.
Did anybody really expect airlines to get better as they get bigger thru consolidation? Their first line of service is employees (including management) and if they are not happy the customer will not be either.