Thanks for the response Eagleguy; I appreciate your insight.
For the record, I did not yell or use profanity. I did become very agitated which must have seem like aggressive posturing from someone who is 6'2" and 250 pounds.
Bottom line is the Platinum desk made a mistake and no one was willing to admit to it or correct it in a way that would remotely resemble real customer service. The airlines, particularly AA, have been given a pass for so long that they treat all issues the same, be it delays, mechanical issues, their error or whatever. What they don't get is that just because it's their "policy" in how the issue is addressed doesn't mean it's good customer service or good business. There's AA customer service; get 'em on, get 'em off, and don't complain about our methods since you got a seat, and there's everybody else. We've all been dumbed down to believe this is reasonable. Unfortunately you and your co-workers are caught in the crossfire. I'm not sure I could work for someone who treats both their employees and customers the way this airline does so you have my respect and my pity. Good luck to you.
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