[LeeB]

AA - you placed your customer on the lowest priority. I had her arriving from Miamii FL to Newark NJ on Fl 692 18 JUL 2010. I checked the flight status on the internet at 1:30 - it told me that the flight was 45 min late. I checked at 2:45 and it said it was 1 minute later than the previous posting. We went to Newark Airport. There we found that the flight was due at 5:15 P. When we came back at 5:15 from shopping around the area, we found that the flight had been delayed to 6:40P. The flight actually arrived at 7:20P. From our guest we heard that the plane had landed in Norfolk VA to wait for a storm to clear.

My complaint is arrogance in not letting meeting families know of this delay. American is not so dumb as to not know that the plane is on the ground in Norfolk VA. So I conclude they didn't care. It is this type of customer sensitivity that brings companies wobbling around bankruptcy or into a new business because they have so messed up the old business. Ask Western Union, Ma Bell, Lucent, 3M's Thermofax, Howard Johnson's and the list goes on. AA Management - don't give your market to foreign carriers - I won't fly AA and went to Egypt in Jan via Alitalia, and to India via Kingfisher. AA - you can only be arrogant for so long before you are another Pan AM.