UPDATE: i retyped this letter really fast into blogger for this post.. the original post didn't have fifty typos... so i didn't look like a high school drop out to the Airlines!!!! my sister's blogger is retarded and doesn't accept copy and pasting text. what the crap!?!?!
Upon being asked about my customer service and how i felt about my american airlines experience on my recent flight i responded....
I would just like to make you aware of the TREMENDOUS difficulty i had during my flight. I had a number of problems.
I was delayed two hours which was due to weather and i understand that you can't control that. I was not upset. HOWEVER, after we sat on the plane for the THIRD hour... we were told it was still because of weather when CLEARLY we were waiting for pilots from cancelled flights to NYC to board our plane... They came on our plane and then suddenly the weather "cleared up". I DON'T APPRECIATE BEING LIED TO.
After teh flight, my baby (who sat on my lap) and i came off the lane to find out that our connecting flight had already departed. Again, i understand when thinkgs like ths happen but i don't know why EVERYONE'S ability to help the situation was IMPOSSIBLE. I was not given full service for my hotel, in fact, i had to ASK for my HALF covered hotel vouchers... NO food vouchers were offered and it seemed that everyone that night that i spoke with was new at their job. They were always asking their supervisor, "how do i...(fill in the blank)?" it took WAY too long. And then i was told, after about 45 minutes of unsuccessfully finding a flight the next day... "call booking, their number is down the hall on a sign. They should be able to help you find a flight for tomorrow." I then called them and was immediately greted by a RECORDING. thanks... now i know how imortant i am. Once i got on the phone with an actual PERSON, she had NO CLUE what she was doing. She kept trying to send me oversears, or thought i was going to Boston? and then laughed about how she made mistakes. I was in NO MOOD. My arms were tired from carrrying my one year old son and i wanted to hurry and get to the hotel and rest. But this was only the beginning.
Once i found out that i couldn't leave until MONDAY (this was saturday), i went down to find my baggage. The baggage service said the bags would take TWO HOURS to be found and sent back to me. It was 8:30pm so i waited for my bags...., with my one year old TIRED baby. I asked if they could just deliver them to the hotel? NO. this was not my final destination and was rudely told that i HAD TO WAIT. So i did. And then after two hours of waiting and STILL no bag... i went bag.. i went back up to teh baggage desk and asked, "where are my bags? i can't seem to find them? have they come out yet?" and was told rudely, "the baggage people went home for the night." WHAT!? why was i not told that at 8:30pm when i asked about them? how was i supposed to get all the necessitites for my baby?!?!! i was stuck. So i had to go to the hotel empty handed and spend the money that i WANTED to spend on my cavation towards things i already had in my bag that lay somewhere in the airport... as well as the remaining balance for the hotel for TWO NIGHTS and taxi services to take me to target to GET the stuff i needed since the hotel AA booked me with didn't help at ALL. Not to mention i needed FOOD.
I got more help from random people suffereing from the same situation than i got from the hightest supervisor of the airline that should have been taking care of me. WHAT HAPPENED TO REAL CUSTOMER SERVICE? i surely did NOT find that on your airline. Your employees were short, rude and treated me inferiorly. They cared more about making money by keeping me ON your airline than they cared about getting me safely and happily to my destination no MATTER the carrier. THAT is really disappointing. I will never EVER use American Airlines again after i return to San Francisco because of this experience. AND neither will the vast majority of people i spoke with going through the same situation. You owe me at LEAST $500. thank you.
Sincerely,
Lindsay Heinzen
10 comments:
I don't understand why airlines feel like they can treat their customers like crap. Don't they know their entire livelihood depends on US?? I read this the other day that shocked me too:
http://www.uslaw.com/pop/survivor-jerri-manthey-voted-off-us-airways-in-luggage-debacle/?p=193
Oh my have i read one too many emails like this working for an airline. It's truly upsetting it doesn't matter what airline you use there are always retarded people working for them. Dont even get me started with reservations lines that are always in diff. countries they are USELESS RETARDS! I'm so sorry you had to go through this...weather may be a good excuse for them but there is nooo excuse for being rude and not helping their customers the best they can. You dealt with that better then I ever good. I hope you get reimbursed for everything they put you through, that is what SkyWest would do atleast.
Wow. Did you send this to them? If not, you really should. How HORRIBLE! What jerks! I hate that airlines feel they can treat you however they want b/c there are only a select few that fly "everywhere", and they know it, and they know that in a bind, you WILL use them again, so they don't care. FREAKING JERKS. I'm fuming reading this.
We just bought tickets through US Airways. We were getting close to our departure date, and prices were rising...the DAY after we bought them, obviously more tickets opened up, and they were $200 cheaper a PIECE...that's right we would've SAVED $400...but alas, not one of them would help either b/c "tickets are non-refundable".
Oh, this makes me not look forward to flying to Texas this summer by with no hubby and a baby.
You really did handle the situation a lot better than I would. I would of used all my money and purchases a gun and some bombs and killed some people. I'm sorry you went through this...so sorrrrry!
Good luck with that...I had issues with American Airlines...not to that extent...but frustrating enough...so, being the generous airline that they obviously are...I got a 25$ gift certificate towards future American Airlines flights. I told them they should have saved the paper because there was no way I was EVER flying with them again. Thing is...it probably does happen everywhere in every airlines at some point...but...still no fun. Anyway...glad you finally got where you were going...and I'm sorry it was an ordeal!
That's HORRIBLE especially considering you have a baby with you. Do Americans have ZERO compassion? ALL of your expenses should have been covered AND they should have moved you to first class when they FINALLY got you on a plane.
I feel awful for you that you went through that. I would have died.
Sorry Pooh. That hurts my heart. :( Love you and my LUcas. I am glad you are finally in NC with your sister.
Mutha
I'm just going to say that I LOVE that your ma signs her name Mutha! That is the most awesome thing ever...AND now I know where you and Jessica get your great character from!
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