[davida6612]

I am a “Million Mile” gold members, and this note documents one of the worst customer experiences I’ve encountered in 35 years of airline travel. Here’s a quick synopsis:

July 7 – I booked a flight for my daughter using Advantage miles. I received confirmation on-line with both an AA Record Locator and US Airways Record Locator. The web page also displayed: Your record locator is your reservation confirmation.

Aug 9, while attempting to check my daughter in on-line, I'm told the reservation is not in the AA system. I call American's phone reservation line and after 1 hour on hold in, I hook up with customer rep, Dee,. Dee tells me I was emailed July 8, an email I never received, advising of insufficient miles in my account. Dee further tells me I must purchase an additional 5000 miles, at a cost of $188. I’m not at all happy, but what choice do I have. I do it. Dee then tells me she’s making the reservation. This stuff all happens at the speed of electrons, and I am thus perplexed how I can be allowed to make the reservation, and get confirmation, if the miles weren't there.

Aug 10, my daughter goes to check in at SBY airport, and the reservation is still not there. A very nice gate agent lets her on anyway. Another 30 minutes of my wasted time later, John Christian in American's reservation group finally gets it fixed.

I asked to speak with a supervisor and was connected to Mattie. Mattie basically said it was all my fault, and tough luck. That booking on-line with Advantage miles is no different than writing a check from my bank, I must ensure sufficient funds. I said, no, it's like using an ATM machine, if there are insufficient funds, the ATM doesn't give the cash! Unfortunately, this callous attitude on the part of American, and other airlines, is the result of continued consolidation, and lack of competition in the industry. This leaves me, the customer, with little to no choice for travel!

I sent Sean Bentel a letter on Aug 10, and asked the following:
• Given I wasted over 2 hours of my time, the numerous failures in your reservation process, I expect a full refund of the extra mileage fees I was charged, $188.56.
• I would encourage you to take a deep dive look into your reservation and customer service operation. Specifically:
o How is it I get a AA Record Locator document which clearly states: Your record locator is your reservation confirmation”, yet my reservation is lost!?
o Why must I wait one hour on hold to speak with a Customer Service representative?
o Why did Customer Service representative, Dee, not follow through and re-book my reservation?

So far, 10 days later, I've yet to hear a thing from Sean Bentel.

[davida6612]

I just received a phone call from Kelly in Sean Bentel's office. An interesting side note which further points out American's callous attitude toward its customers - the call came in from No Caller ID - Unknown. It went to my voice mail, advising me she would try back later, that there was no way for me to directly call her back, at a time convenient for me, the Customer! About 4 hours later, she reached me live.

Kelly told me nothing different from the last customer manager I spoke with prior to writing to Sean Bentel. I got the standard "non-apology"... she was sorry I felt that way. Politicians use it all the time, and it drives me nuts. She completely side stepped the issue of how is it I can be given record locators for a reservation, and have it not be "confirmed", as was indicated on their Advantage web site. She said the Advantage site is different than the reservation site, and must communicate with it before a for sure (I'm paraphrasing) and "real" confirmation is confirmed. I pointed out electronic communications travel at the speed of light, so that doesn't explain why my confirmation was only "preliminary". And if that is the case, it should clearly be indicated as such on their web site.

Bottom line: It's all on me , the Customer, a 30+ year Gold flyer. I'm out an extra $188, despite: [*]Having a confirmed reservation per the Advantage site[*]A failure in American's Advantage reservation process[*]Over 2 hours of my wasted time getting my daughter on her flight

I asked to speak with Sean Bentel. Kelly said oh no, he's a "busy executive". The implication being he doesn't have time for Customers. Presumably Sean has no problem with me and thousands of other Customers wasting our time resolving issues resulting from American's failings.

I ended by explaining to Kelly that going forward I would do everything in my power NOT to fly American Airlines. They've lost a long time customer. Her response: I'm sorry you feel that way!

Good bye!!