[hhkeith]

:x After particularly poor treatment by AA on a connecting flight (it was overbooked) I logged on to AA.com and submitted a complaint. I received a automatic notice of receipt followed by, the next day, a form letter that showed that there had not been any research into my complaint. I was also asked to resume communication after my trip was finished by use of a web address as the e-mail could not be replied to.

Upon trying the web address, I discovered that I was back to go! I had to fill out name, flight, e-mail etc. and then restate my complaint. The whole system was set up to make me wait (forget it) before further communications and then make it difficult (not worth it) to continue the complaint.

This is without the worst abuse of customer support that I have ever seen. It would give me great pleasure to see AA go bellie up. I am off to Scotland in 2 months and it will not be with AA.