I’m a frequent flyer on American Airlines. Sometimes they
offer good services, and other times they don’t.
My best consumer experience: Flying through storms
This week, I took a trip to Fort Lauderdale, Fla. Stormy
conditions were predicted through the East, so we were worried.
However, the trip went smoothly. We were delayed about an
hour in Chicago while our plane was deiced. We had a bumpy ride for a short
time, but it was far from the worst storm conditions I’ve been in.
My worst consumer experience: Customer service from American
Airlines
When I was in Madrid, I called American Airlines to get
information about my Fort Lauderdale trip. I’d left the information home, and I
wanted to share the itinerary with my sister who was going to travel with me.
The reservations agent couldn’t find information about our
tickets. I knew I was in trouble when I gave her my Advantage number, and she
said she’d transfer me to the Advantage office.
She couldn’t locate the ticket from my Advantage number. She
couldn’t find it by the date. After 20 agonizing minutes, I finally asked to
speak to her supervisor.
The supervisor was quickly able to find my ticket, and I
relayed the information to my sister.
Along with the reservations agent, the supervisor also was
cranky.
You’d think that American Airlines would like to get my
business and train their agents to be pleasant instead of grouchy.
