Me again... to add to my previous post... When I finally had a chance to open my bag Wednesday evening, I found that it had not only been gone thru but I was missing things... Missing 2 external harddrives, 2 dress shirts, 4 ties, and a pair of shoes!
After I contacted Customer Relations, prior to getting my bag, here was their response...
Thank you for contacting Customer Relations via AA.com. Please accept my sincere
apology for your most recent experience when traveling with us. I know you are
greatly disappointed, considering this is not the first time you have been in Bogota
without your luggage.
I am especially concerned with your comments regarding our personnel's handling of
your request for assistance. Every day we depend on our people to leave our customers
with a positive impression. The expense of selecting, training and motivating our
personnel is of little value if we then fail to satisfy our customers. I am
disappointed that you have not received the treatment you deserve and we expect our
employees to deliver, especially to a very valued Executive Platinum member.
We appreciate your valuable feedback, and we welcome the opportunity to take a close
look at how the situation was handled and identify ways we can ensure a similar issue
is not repeated in the future. A copy of your comments regarding your experience has
been forwarded to key management personnel at the Bogota airport for an internal
review of our procedures. Thank you for taking the time to bring this to our
attention so we may address these sub-standard service issues.
We will continue to search for your luggage. In the meantime, please contact the
local number you received for a status report. Or, if more convenient for you, please
use the Delayed Baggage Status tool on AA.com. Click on the following link to access
that web page:
http://www.aa.com/aa/travelInformati...inderAccess.do
Again, Mr. Haines, we apologize for this great inconvenience. We'll do our very best
to locate your luggage as quickly as possible. I hope you will also give us another
chance to restore your faith in our ability to meet your travel needs.
Sincerely,
L. Brown
Customer Relations
American Airlines
How am I supposed to give them another chance? Isn't that like sticking a needle in your eye, pulling it out, and then sticking it back in just to make that what you felt was indeed pain....