Again, they could care less and will not help me by supplying any information that I asked for. They focused on my request for refund. I realize that they will not give up a penny to anyone but it would be really nice if I knew the REAL reason my flight was cancelled which they avoided answering once again because they do not have to and they just really do not care. I give up and that is what they want. They have more money and more power and people are still going to fly with them no matter what anyone says. They have "high service standards." Right. What Debbie Mahan is saying in her e-mail below is that we sell tranportation. We transported you. Get over it. Love that customer service AA. You are a real class act. Notice you can't e-mail her back by replying. You have to go through the website again and fill out the form again and it gets really old to the point that no one wants to jump through the hoops anymore.
June 9, 2008
Dear Mrs. Reid:
Given that you have contacted us again, I wish there were some way to resolve this
issue to your satisfaction and in accordance with our company policies and procedures
as they relate to this matter. While I absolutely understand the point you are
making, I'm afraid our position has not changed. We must decline to settle this issue
as you have suggested. We are simply making no exceptions to our corporate policy as
it relates to this situation.
Additionally, although we have high service standards, basically our product is
transportation. While some elements of a particular flight may be unsatisfactory, we
do not routinely provide compensation when transportation is provided. It would be an
exceptional situation in any business to give a complete refund when the entire
product is used. Since your family's tickets were used, there would be no refund due.
Again, Mrs. Reid, I'm sorry we disappointed you and your family on this trip. I hope
you will reconsider and try our service again in the future.
Sincerely,
Debbie Mahan
Customer Relations
American Airlines
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