Comments on Bluebird Blueprint: An Open Letter to American Airlines Chairman Gerar...

I am a Platinum member of American Airlines. I fly...

2011-09-12T13:53:57.148-07:00

I am a Platinum member of American Airlines. I fly each Monday on the 6.30am flight (flt 3871)from Columbus Ohio to Chicago Il. I return on Thursdays on which ever flight is not canceled or delayed. I have done this for almost 3 years and only fly American. Last night Sunday September 11th at 9.30pm Mary from AA called me and asked me if I could change my flight from 3871 to flt 9300 leaving at 9.45am as there was an equipment change on the early flight. I told her that I would do so. She than told me I would receive a $250.00 voucher. She asked me specifically if I was familiar with the new vouche process (it comes via email). I tod her that I was familiar and asked her when I would see the new itinerary come. Mary told me that itwould appear in my email (she read back my email to verify) within few hours as she needed to process the change. When I woke up at 7am and checked my email, I did not see the itinerary. I called the AA platinum number,1 800 882 8880. I was told by the agent that I did not ever make a change and that she did not know what I was talking about. She then told me that I would have to pay a change fee. I explained the situation again and told her that I had now missed the original flight because of AA request that I change my flight. Afte she did some digging, she found that I had been contacted by AA. She than stated that I declined the move and that it was up to me to make any changes and pay a fee. This was rediculus. I asked to speak with a supervisor, Tom Morgan out of Dallas. He told me he would make the change but could not and would not give me the voucher. He stated that I would have to call Customer relations after 8.30am. I stated that he should contact them and have them call me. He refused. I called and after being put on Hold, I was transfered to a Shannn at the (Platinum desk ?). She was very nice and told me she would need a supervisor. I was on hold for 10 minutes. (no exaggeration). The man came on (did not get his name) who proceeded to tell me that I was not telling the truth because the correspondance from Mary stated I declined. He said that he did not care that I was a platinum member and that he would not help me. He stated that I could call custome relations after my flight if I choue to do so. I told him that American Airlines must have unbelievable profits as they do not want my business. I would mention that I pay for my airfare out of my own pocket so flying AA was my choice. I have the choice of AA, United, Delta and Southwest. It is amazing that I or anyone would be treated so poorly by an Airline. All he had to do was look at my record which would show I have flown AA twice a week for almost THREE years. I wonder what Gerald J. Arpey has to say about that

I agree. You have to know your costumer about the ...

2011-04-10T19:57:37.550-07:00

I agree. You have to know your costumer about the bad news. Who knows, it may help a lot!

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2010-01-17T04:14:01.425-08:00

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2010-01-14T09:53:08.558-08:00

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I tried to book a FF ticket and the system is set ...

2008-11-10T11:56:00.000-08:00

I tried to book a FF ticket and the system is set up to automatically put me as the passenger instead of the person I was booking it for.

I didn't notice this until a few days before travel so I called to have it changed. Ths happened once before a few years ago and the clerk changed it no problem. But this clerk was very rude and told me she would charge me $150 to change the name.

I thought, 'Well maybe she's having a bad day so I'll call back."

The next agent was so pleasant. She laughed and said, "Yeah, we run into this a lot because the website is confusing. No problem, I'll change it."

Then she came back on the line and said a supervisor had put bad note on my ticket so her hands were tied.

I tried calling the web people and they said fax customer relations. Customer relations took 3 days to get back to me and they supported the supervisor saying it would cost them $150 to type the new name on my ticket.

I think AA purposely makes this website confusing so they can sock it to their customers.

Companies that are out to screw customers never succeed in the long run. I have been an AA customer for many years but you can be sure I'll be looking for a new airlines. They just don't care about their customers.

Another distressed Employee...

As an 18 yea...

2008-10-23T07:36:00.000-07:00

Another distressed Employee...

As an 18 year employee I agree with the 20 year employee! I am one of those flight attendants you talk of...however, I do believe I am one of the nicer flight attendants. I am still "flying friendly" despite the fact my take home pay is what I was making in 1999. Our whole contract was changed when we forced to take concessions. My paid sick time accrual/year averages out to 5 or 6 days a year, I work 12 to 15 hour days & am lucky if I get 8 hours of layover time, & my vacation time for 18 years of service is 19 days a year...however, I may only get paid for 9 days because there are off days blocked in the 19 days which I get no pay for.

Many of you may say, "if your not happy leave." Well...it's not that easy...a flight attendant job is a career & a trade...even though many of you in the general public may want to look at us as waitresses. I flew for another carrier before American & have given 20 years of my life to this career. I still love it, despite the changes in the job itself & the changes in our customers. The general public has changed a lot over the last 20 years & some of the behavior I see from customers is completely unacceptable. For example, the person who wrote "American airlines sucks" does not sound like a real class act & I'm sure he wasn't a real joy to serve. Imagine dealing with 20 or more people like that in a 12 hour day & maybe you would hide in the galley too! In the increasingly challenging travel world it is becoming more imperative than ever for people to just be decent to each other. A little respect goes a long way. There are a few "nuts" among us and for that I apoligize. Think about the company you work for though...I'm sure there are a few nuts at your company that you have to apoligize for too.

I will always give my best as do many of my co-workers, but keep in mind...we are only human just like you. We can only give what American Airlines has given us to give & it's not a lot...trust me.

In the meantime, "fly friendly!" I guarantee if you do, you too will see how much better you are taken care of by your flight attendant.

as a 20 year employee I can say one thing. "Corpor...

2008-07-08T05:42:00.000-07:00

as a 20 year employee I can say one thing. "Corporate GREED has led to this whole situation".

Our airplanes have become UN-Reliable JUNK. Bob Reding has screwed the maintenance department out of money as well as the rest of the CROOKS and their antics.

Your return flight was probably cancelled because AA didn't have a plane to replace it because it was broke (No Parts to fix them because AA won't buy them) AA UPPER Management (Arpey, Brundage, Horton, Reding and 2 others) have taken all the money that used to be used to maintain it's airplanes, terminals and "Employee Moral" and put it in their pockets. They don't listen to their customers complain NOR their Employee's. Arpey has been called a crook in shareholder meetings and been held accountable for screwing our customers but one thing and one thing only.

"He Doesn't Care!" him and his chronies need to move on to another business where they can screw people and pad their pockets.

Sorry your experience was terrible!
when AA was ran by Crandall I'm sure you'd of never told such a story but now... it's really saddening! The only way anything will change is IF / When we get rid of these crooks and return our company to what it used to be.

I am an AA employee for over 18 years, and I am em...

2008-05-18T08:37:00.000-07:00

I am an AA employee for over 18 years, and I am embarrassed by the experiences mentioned here. All I can say is keep in mind that bad experiences happen in all service industries and I totally agree with Tricia. This airline is really trying to get better, I strongly suggest that whenever anyone has a bad experience with AA PLEASE write back and let them know! Its the only way things will improve. And by the way, in a service industry you really need to have happy employees....let them know that as well or maybe I should look for another career? Is anyone hiring??

Upon arring to St. Louis (from DfW via American Ai...

2008-02-23T14:45:00.000-08:00

Upon arring to St. Louis (from DfW via American Airlines), I found that my luggage had not arrived. After looking through about 65 pieces of luggage that was to have gone to Orlando, I was directed to a back office. The representative looked up my luggage # and to my surprise it was in San Antonio, TX (weird, I arrived almost 2.5 hours before my flight). The representative informed me that it would be placed on the first flight to St. Louis and should arrive by 11:30am. I informed him that all of my clothes were in there and that I had nothing to wear for my meeting. I was shocked to learn that American's policy, on lost luggage, is not to assist with any type of reimbursement until luggage is lost for 24 hours. Was never told, "we are sorry." I was the one to be made to be the guilty party.

The next morning, I called to check on the status. At that time, I was told that they could not quarantee that the luggage would be placed on the flight? I found this odd as they had the luggage in hand. It was not like the luggage had to arrive at a certain time. The lady on the phone, again not very helpful, stated that once arrived at the airport (11:30am) would be delivered between 12p and 4pm. She stated that she had requested a rush. At that point, she authorized $50 for me to spend on clothes. $50, that might cover underwear, socks and toiletries. Since there was no stores around and/or open at this time I had to go to my meeting looking like Forest Gump (luckily, I had one suite with me but no shoes - wore my Nikes). I am sure I made a great first impression. As I checked throughout the day (between 12p - 4pm) I was told that it was en-route. Finally at 6:45pm, I called to check on the whereabouts of the luggage. I informed the representative that I had a ride to take me to get some clothing for the next day. The rep, placed me on hold and called the delivery company. They stated that they were right next to the hotel and would deliver the bags by 7pm. The rep. assured me that by 7pm the items would be delivered. I bet you can't guess what happened next? No luggage.

My ride had left and since the hotel I was staying (new hotel that I was helping to open) had no taxi service and/or hotel car as of yet I had no ride to the shopping center. The next representative completely washed her hands of the situation. "Look, I don't know what you want me to do? We have given the luggage to the delivery company (would not provide name and/or contact number)and it is out of our hands!" Well, at 3am, the luggage was delivered.

I wrote an email to customer service explaining the situation and their handling of the situation. They quickly responded with an email back informing me that they had authorized the $50 for clothing and sent a voucher for $50 for a future flight!

Well, this is unacceptable. I arrived to my flight in plenty of time. Had I shown up right before the flight had left, I could somewhat understand the luggage being placed on the wrong flight. The fact that they did not take ownership of their mistake was disappointing. I work for a hotel company and when we mis-deliver bags and or lose belongings (that were in our possession) we make it right. We would definately get them taken care of and not place a limit of $50 on clothing / shoes / underwear / socks and toiletries. For the frustration caused, we would not place a $50 limit on a future visit, we would comp a night (or stay depending on how long the item(s) were missing). We would definately not make them feel like they were at fault. I realize that they handle thousands and thousands of bags a day but from the looks of it on Sunday plenty of bags that were bound for Orlando, Florida made it to St. Louis. That was odd because it was not a connecting flight. So, that leads me to believe that they don't have the proper checks and balances to ensure that bags end up in the right destination. Nor, do I think they care.

Had I been greeted with a more sincere/heartfelt apology at the beginning and had they gotten my bag to me timely. I would not be writting this. The people that I talked with did not load the bag incorrrectly but they have to be trained to handle these situations better. Sincerly apologize. Give them the ability to make the situation right. Look at your procedures and weed out the incompetence that you have placing the bags into the plane. Hold them accountable for their mistakes.

Also, when I was trying to come home from St. Louis (two weeks later) I tried to come home a day early. That would have cost $150 to change my flight. Not a big deal. I asked if I could use my voucher and the $50 I had not spent on clothing. Well, that is not allowed. When asked for a complimentary upgrade due to my inconvenience. Again, was told no. I had to pay.

Well, I am just one person and I will not fly AA again. I will tell as many people that listen.

AA Cabin staff are the worst part of the AA experi...

2008-02-09T13:53:00.000-08:00

AA Cabin staff are the worst part of the AA experience (well, at least it's not the pilots!)
I was ridiculed by a steward when I asked what had happened to my vegetarian meal (I don't eat this stuff just to be awkward by the way). When I complained loudly he told me, "You can't talk to me like that, I'm a Sky Marshal". He then told me I would be arrested and demanded my passport and ticket. Leaving aside the fact that a genuine Sky Marshal would hardly blow his cover, I thought it was funny. He did not, and took my passport telling me that it would not be returned. About 2 hours later he came back and handed me my passport saying, "Don't think you have got away with this - whenever you show your passport the airline and officials will know you assaulted a member of the cabin staff - I have marked it electronically".
I did get a meal of sorts from a sympathetic stewardess and of course was very worried for the rest of the flight by the steward's statement. He refused to give me his name, and when I complained to AA later, having found out later that there is no way a passengers passport can be marked electronically, they refused to discuss the matter and only apologised for the lack of veggie food. I have never used AA since and don't intend to.

American Airline sucks. I sympathize with your ex...

2007-09-27T12:53:00.000-07:00

American Airline sucks. I sympathize with your experience. I was on a flight to DFW when the entire stew pool disappeared to the front of the plane. As time went on, they still did not appear and passengers began looking around at each other; we all knew what was going on--the stews were servicing the pilots. They did not reemerge again until we were about to land. I know there are many professional flight attendants out there, but AA doesn't seem to have too many. In fact, after that experience I really question how many are professionally trained to even respond to a basic beverage request. I really think the government needs to step in and make sure AA FAs meet the requirements necessary to hold their position. A 1950s hairdo and stew costume just won't cut it anymore. I met one senior FA airhead by the name of Julie who is 5'11" hermaphadite (nothing against hermaphadites), but she was a real bitch and stupid. I doubt this broad ever passed the FA exam. Southwest and United just seem to blow this line away.