In the interest of objectivity and fairness, here is the conclusion to the post below. AT 6:10 am, an hour after dialing I was finally connected with an agent who quickly identified my record and told me I was re-accomodated on the 12:30 flight. When I asked her sarcastically if anyone could have notified me of that, my second line started ringing. I switched over and it was the automated AA voice response unit that informed me that my flight was cancelled (this is 10 minutes before I was scheduled to fly) and that I was re-accomodated on the 12:30 flight. The conclusion shows that they have the tools to do what needs to be done and they appear to be TRYING. But with a little more thought and consideration they could have turned a PR nightmare for thousands of people into an opportunity to show their customers how they strive to take care of them.
The flight itself was ok too. The flight attendandents WERE under 70 and DID serve me drinks before take off. They DIDn't congrate in the galley to discuss their retirement and contract negotiations status.
The CEO column in the AA magazine featured the poor sod who has to fix all this. He talked about Barcelona and its virtues (AA starts a new flight from NYC to Barcelona). HE still doesn't get it. Barcelona will be there with all of its virtues if AA flies there or not. What he should have been talking about is differentiation that AA provides, when compared to other carriers, for the flyer who is going to Barcelona. Alas, there is nothing to talk about. He is selling a commodity product together with sub-par customer service. "American Airlines girl, you're a great way to fly" ? I don't think so. So what can he say? I guess he has to talk about virtues of Barcelona.
St. Louis airport upon ladning looked like a ghost town. 3 or 4 gates had 757s parked in them the rest were empty. Inside the terminal it was a zoo. People on top of people. The mess continues, but not for me. I am home.
Hey, from the post it soundslike you will be home this weekend? That's good, Charvel is out of town so I will be spending the whole weekend on the project, perhaps I will do so at your house.
Posted by: Ethan Vizitei | April 10, 2008 at 11:44 AM