Quote:
Originally Posted by Gretchen Eggert
Five minutes after departing in DFW my daughter discovered that she left her Red Blackberry Pearl on American Airlines Flt#1955 on 11/20/08. The gate agent Loletha Bush confirmed with the aircraft that they had the phone. My daughter waited one hour. No one from the aircraft ever walked up with it and Loletha never walked down the ramp to retrieve it. Loletha's solution was to take my daughter's contact info and get it to Lost & Found to be returned later or book her on an even later connecting flight. These solutions are outrageous. Why not just give her the phone now, problem solved. It has now been 18 days and it was never turned into DFW Lost & Found. I sent many emails so American Airlines could start an investigation/inquiry. You can imagine my frustration when each response referenced the first response. SEE BELOW
December 2, 2008
We have received your email regarding your missing cell phone. However, we indicate a response was provided on November 24 to an earlier email when your mother wrote on your behalf. A copy of the text to our previous response is as follows:
November 24, 2008
I'm sorry to learn of your daughter's missing cell phone. I can understand both your disappointments and frustration.
Although I don't have the benefit of seeing the circumstances unfold, the responsibility to handle such matters rests entirely with the station's lost and found office. Learning that you have filed a report with them, just to let you know, they will ONLY contact a customer if the item is identified. Mrs. Eggert, I hope your daughter's cell phone is found.
Sincerely,
Roberto Silva
Customer Relations
American Airlines
My daughter's cell phone wasn't missing until American Airlines LOST it. I notice a common trend in these email complaints. Their inability/refusal to handle their customers. They are trained to give you the run around. I just booked my daughter a flight home for Christmas on Delta. She will spend an extra 2 hours in airports, but I would rather inconvenience her then give American Airlines my business.
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My apoligies for your daughter's phone being lost but the circumstances behind it being lost was not as you think. 1. The jetbridge was broken that day and was not attached to the plane. The passengers had to come down the back of the plane and down the back stairs of the plane. Outside then to the backstairs of the jetbridge which on that day, it was freezing cold outside. 2. The supervisor called and said he had the phone but due to safety regulations could not bring it to me at the time because we were working another flight, using the same plane out. And 3. I turned the phone in to lost and found at c-2 and asked that they make sure your daughter got the phone. So I am sorry if you think that was poor customer service, but we had to think of the safety of the other passengers first.