How to complain about AA service?

[stlpilot]

I’m not one to complain but of course here I go. I’m simply asking for suggestions to this issue so feel free to chime in.





Iv been on a TDY (temporary duty) for the Air Force for the last 6 months. Next weekend I am planning on going home for the first time to see my wife and family. I booked a flight on AA and at some point they or I messed up and apparently the expiration date on my card was not given/ not input correctly on their website. So they called me and wanted a new card number. When I found that they already had the correct information and the agent submitted the card again, it went through just fine, end of story or so I thought. Two days later I’m looking at my bank online and found that they charged me $5.00 cause I’m guessing because I called the card in. So of course I called the number and got some women who woke up on the wrong side of the bed. Before I could even get half way through my conversation she interrupted me and said "we completed your transaction so we charge you" then she added in something about how I should not be so uptight about $5.00 charges and that it completely my fault all this happened, that I should be more internet competent. I tried to tell her as politely as I could to loose the attitude but that was the wrong move cause that really set her off. She said she could care less where I had to get and that if I denied the charge on my card that they would not fly me and would come after me and all this garbage. I asked to speak to her supervisor and for her name again and she said "you can certainly speak to Mr. dial tone right now!" CLICK.

Now believe me this probably sounds pretty trivial and minuscule, but I was totally offended. I’m not one to hide behind the military and say we should all be hailed by the people when coming home, treated like Kings or any of that. I’m very humble, but here I am just trying to get home and some woman takes it upon herself to personally insult me.



Any suggestion on how to handle a complaint with AA? I realize I’m probably just a bit uptight after a TDY so let me know if this sounds like a valid complaint. I could care less about $5.00, but as you probably guessed it’s principle at this point. I feel like anytime I deal with an airline you get hosed when it comes to customer service but you airline guys probably know better then I on how to handle it. Thanks

 

[AAflyer]

That is absolutely horrible, I am very sorry for the way you have been treated. Try calling again and see if you can get through to a supervisor.

I will try to track down a complaint number, or address for you.

AA

 

[EagleRJ]

These companies do things all the time that don't make a d@mned bit of business sense to this non-business-degreed pilot. I learned a long time ago that I have no input or power to change things. All I can do is suggest to customers to vote with their feet if they're not getting the service they feel they deserve.

If you feel strongly about the $5, I would call back and talk to someone else. I'm sure after you explain the situation, you'll have no problem getting the fee refunded. It sounds like the agent you talked to might need some time off to deal with her customer relations skills.

Believe me, you're not the only one this sort of thing has happened to! The airlines apparently don't have a problem nicking a 50,000mi/year customer for frivolous fees and restrictions, only to lose them forever to a competitor. The Common Sense factor isn't always invited to the party sometimes!

 

[scubabri]

www.planetfeedback.com

 

[buckdanny]

deleted

 

[cv580]

Sad but true because its not the employees fault, but their customer relation skills are in direct proportion to their last pay cut.