Complaint: Check-in / Boarding Abusive Gate Agent/Sexual Harrasment
View Single Post
  #2  
Old Sep 28, 2017, 1:35 AM
hhwellsl13 hhwellsl13 is offline
 
Join Date: Sep 2017
Posts: 2
Default Harassment Update

American responds with assurances that it will be handled "internally" - tells me an apology or anything "external" is just not policy or possible - doubt anything will really be done.....their reponse below:

Thank you for contacting American Airlines.
I am deeply sorry for the disappointing service you received from our gate agent in the San Diego station. We have already filed a formal complaint on your behalf and sent a report to the station. While we can certainly understand your desire for a specific apology from the agent, we've made it a strict policy not to share internal information or documents pertaining to our personnel.
Nevertheless, while it is our policy not to share details regarding possible disciplinary actions taken with our employees as a result of customer concerns, we want to assure you that we take these matters very seriously. Policies and procedures are a necessary part of our operation. However, we expect our employees to apply these policies and procedures with the utmost courtesy and professionalism -- rudeness or unwillingness to assist a customer will not be tolerated!
......we look forward to the privilege of welcoming you aboard again soon. In turn, we will do our best to ensure your next flight is a pleasant one.


Sincerely,

Sally Ming
Customer Relations
American Airlines