Thursday, July 31, 2008

American follows up

Today I got the following, very surprising email from American Airlines in regards to Sunday's flight:

Dear {vivzan}:

Our manager in Miami was concerned and asked us to follow up with you regarding your flight with us on July 27. We can understand how frustrating that trip must have been. We are very sorry for all the difficulties you encountered when flight {xxxx} unexpectedly returned to the airport.

As our personnel indicated at the time, a mechanical problem developed en route to JFK. As a result, the decision was made to return to Miami so our specialists could take a look at the situation. While our personnel worked hard to minimize the inconvenience, we know that many of our customers' important plans were disrupted. I am truly sorry.

In appreciation for your patience, we've added 4,000 Customer Service bonus miles to your AAdvantage® account. You should see this mileage adjustment in your account very soon, and you can view this activity via at I hope this gesture of goodwill helps restore your confidence in us.

Your loyalty is important to us and I would like to assure you that we are committed to getting you to your destination as planned. Sometimes, as on July 27, flights won't operate as planned but our goal is to keep those times to a minimum. I know your next trip with us will go much more smoothly than this one did. We will look forward to welcoming you on board soon.

Customer Relations
American Airlines

This is impressive. I didn't send them an email, complain at the desk, talk to personnel, make a phone call, nothing. So, they did this on their own (unless they follow my blog! LOL).

At the time when flying is getting increasingly expensive, delays are rampant and the whole experience has turned from joy to dreaded security theatre, I'm impressed that a company not particularly known for customer service took the initiative to send me an email and give me more miles. Unasked.

I was just saying to my mom that I have two more trips scheduled with American. While American is better priced, flies into MIA and has better flight times, I like Jet Blue's experience a lot better and that after my scheduled trips with them, I was going to book with JetBlue going forward.

Well, since they reached out like this, American officially gets a second chance. Good job.

1 comment:

Chelc said...

Wow, I'm impressed. I've heard about them doing nice things like this, but never known anyone who had actually experienced it - especially lately. I feel like more than ever the airlines consider us animals to be shoved around, as opposed to people with feelings and needs. But it sounded like you had people on your flight that had real medical concerns, and that would certainly get the higher-ups' attention! Thanks for sharing! (Wonder if they read about the grumpy crew too?)