Following Up on American Airlines

Sometimes you give up on certain things. But, I’m not there yet with American Airlines and its lack of empathy towards the customers: You, she, he, we, and I. All of us limited to what they say and we have to take it quietly.

This is a follow up of a recent complaint I sent to American Airlines about my recent trip to Bogota, Colombia, and specifically my flight back from Bogota to Miami (flight AA 916) on Tuesday January 6, 2015.

Here is the response I received this week from a gentleman named Richard Urby of the “Customer Relations” department at American Airlines.

 

“January 15, 2015
Dear Mr. Pinedo:
On behalf of American Airlines and US Airways, thank you for contacting us.  Your comfort is important to us, and we are sorry the reading light and call button didn't work on your recent flight. I have documented your concern and reported the issue to our Maintenance Department so the issue can be addressed. I am sorry for the frustration and inconvenience this caused. I am not able to honor your request for compensation for this type of situation. Thank you for bringing this to our attention. We hope to have the opportunity to welcome you aboard again soon.
Sincerely,
Richard Urby
Customer Relations
American Airlines” And here is my response to Mr. Urby, which by the way, I’m still waiting how he is going to address it. Dear Richard,   Thanks for your email, but I'm terribly upset with your very plain "I am not able to honor your request for compensation for this type of situation." How dare! I did pay a full price for the ticket, and American Airlines did not provide the service promised when I bought it. Do you understand that?    I paid ($1,00.00) for a round trip ticket to take me from point A to pint B but that also included amenities like reading over head lights, and, they did not work. Misleading type of situation, in my opinion. So, please don't tell me that you can't reward me with, let's say, 5,000 miles for this inconvenience. Because, yes, it was an inconvenience and American Airlines must fix it.   Richard, if you can't honor my request (only miles, no money back), well, you find somebody who can do it, because I'm sure there is someone at American Airlines who can do it.   I honor my clients when I make a mistake. That's not only good business; it is a matter of real “honor" your loyal customer. Not just empty verbiage you're giving me.   I'm certainly going to post your response as part as my next blog and my next Twitter update, because it is wrong Mr. Urby. Very wrong.   I really hope the next time you communicate with me or any your customer you are kinder, and have more empathy, because right now it seems that you and American Airlines lack of it.   Sincerely,   Juan Carlos Pinedo We’ll see what American Airlines has to say. Big corporations are treating us (the customer) like trash, without respect and consideration, empathy or sympathy, and simply taking our money and they do not take any responsibilities for their actions when they fail to deliver the services and/or product they promote and sale. We must complain LOUDLY when we DO NOT RECEIVE what we pay for it, and we should receive a reward for the trouble they cause on us.