Boeingflying31 From United States of America, joined Sep 2003, 165 posts, RR: 0 Posted (11 years 3 months 3 weeks 5 days 23 hours ago) and read 4450 times:
Does anyone find that AA has bad customer service when you call in and try to reserve something on the phone? All of my experiences, trying to reserve award travel have all been a mess because of the agents attitudes and the way they handle things.
Ssides From United States of America, joined Feb 2001, 4059 posts, RR: 20
Reply 3, posted (11 years 3 months 3 weeks 5 days 23 hours ago) and read 4372 times:
It all depends on who answers the phone. I have had some of the best customer service people in the WORLD when I call AA, and other times I have had the biggest, bad-attitude bastards you can imagine. In a company that large, you're going to get all kinds. It's just the luck of the draw.
Ntspelich From United States of America, joined Aug 2003, 764 posts, RR: 0
Reply 4, posted (11 years 3 months 3 weeks 5 days 23 hours ago) and read 4357 times:
The only time that I feel I had good c/s from AA was when I called to book some tickets with a bereavement fare. Every other time they were way too pushy in trying to get me to buy right then or seemed to not care that I was on the other end of the phone. I mean, I'm no super frequent flyer on AA, but I am a paying customer.
United 717 heavy, you're facing the wrong way. Any chance you can powerback to get off of my deice pad?
Proudtoflyaa From , joined Dec 1969, posts, RR:
Reply 5, posted (11 years 3 months 3 weeks 5 days 23 hours ago) and read 4343 times:
I will say that I've noticed on the especially great calls I've had with AA that it's when I've phoned in with a specific request. Plus having a knowledge of how things work and a working knowledge of Sabre helps me tell them specifically what I need. Usually gets things resolved very quickly and friendly.
Deltaffindfw From United States of America, joined Sep 2003, 1456 posts, RR: 0
Reply 8, posted (11 years 3 months 3 weeks 5 days 22 hours ago) and read 4198 times:
I have never had a problem once I talk to someone. In fact, they are very accomodating.
But, try to get someone! I usually have to call the normal # since I'm not AA Gold, etc. I still haven't figured out how to get someone right away - just wade through tons of voice prompts!! Ugh! Can't tell you how many times I had to hang up and try another option to see if I could get someone.
Azncsa4QF744ER From United States of America, joined Oct 2003, 697 posts, RR: 0
Reply 9, posted (11 years 3 months 3 weeks 5 days 22 hours ago) and read 4182 times:
American Airlines have one of the worst Customer Service Agent. From the Reservation to ticket counters. They are rude and nasty. Some of those agent really need to retire. American at LAX is the worst. Any airlines at LAX would avoid using AA when they have cancelled flight or delay, or even using their aircraft to expedite bags. You think New Yorkers was bad.....Try AA at LAX. I know this for a fact. We codeshares with them. I feel sorry for One World....
N844AA From United States of America, joined Jul 2003, 1352 posts, RR: 1
Reply 10, posted (11 years 3 months 3 weeks 5 days 21 hours ago) and read 4128 times:
I've never had an unpleasant experience dealing with an AA CSR or any other AA employee for that matter. Now, there was that one time in 1994 that a F/A yelled at me, but that was just because I was being a little 14-year-old shit.
As far as AA customer service policies go, I was pretty impressed when recently, due to weather and an airport diversion, I arrived five or six hours late on a flight to Miami. Well, I arrived back home, checked my email and I had an email from AA apologizing for the delay and giving me 5,000 AAdvantage miles, even though I had neither complained nor been particularly bothered by the delay (it's not like it was their fault, right?)
The impression I've gotten from them lately has generally been one of friendliness and pride, so the short answer is that, no, I don't think AA suffers from bad customer service, and certainly not worse than any other airline I've dealt with.
New airplanes, new employees, low fares, all touchy-feely ... all of them are losers. -Gordon Bethune
Iberia340600 From Spain, joined Oct 2003, 804 posts, RR: 13
Reply 11, posted (11 years 3 months 3 weeks 5 days 20 hours ago) and read 4056 times:
My gripe with AA is not necessarily their customer service but their lack of agents in check-in areas. I fly them on a regular basis for company business and need to have paper ticket for now(until next year when we will implement bilateral e-ticketing agreements) and sometimes the lines at LGA are tremendous and only 2 check-in agents.
I know that the trend is towards e-ticketing and yes most people use e-ticketing but Im still surprised when i see the lines and only a couple of agents checking in. The same has happened to me in Seattle and Chicago.
Broke From United States of America, joined Apr 2002, 1322 posts, RR: 3
Reply 13, posted (11 years 3 months 3 weeks 5 days 10 hours ago) and read 3979 times:
My recent experience with AA was not memorable.
I was scheduled to fly from SJC to DFW and then to SDF.
I arrived at the check-in counter only to find that American had rescheduled the flight earlier by 14 minutes. This put me inside their 30 minute check-in interval for checked baggage and they wouldn't allow us on the flight.
So instead of a 50 minute layover at DFW, I got to wander around for over 5 hours. The agent stated that American is not obligated to inform ticketed passengers of schedule changes of under a certain time interval.
I think that that is a poor excuse for lousy communications.
Oh yes, I think I forgot to mention that I am recovering from a broken leg and I'm a little slow is getting around.
SLC is not a good place to try to get to the gate. The drop off for the rental bus results in a 1/4 mile or longer hike (there are electric carts, but you can't tell how to find one very easily) to get to the counter (no curbside check in).
We were also informed that we should have planned to check in 1 1/2 hours early. At SDF, the time interval is 1 hour; yet no one informed us of SLC's requirement.
I will probably have to fly AA in the future, but it won't be by choice.
JGPH1A From , joined Dec 1969, posts, RR:
Reply 14, posted (11 years 3 months 3 weeks 5 days 10 hours ago) and read 3966 times:
I don't recall every having had bad customer service from AA, anywhere, even as a non-rev (back in them days). Everywhere I've flown AA (LHR, LGW, BOS, JFK, ORD, DEN, DFW, BZE, MIA, SJU, STT, SFO, RDU) they were always helpful and friendly, even when they've been busy at a gate desk or check-in. Same on the phone, they have always been great.
American 767 From United States of America, joined May 1999, 4158 posts, RR: 12
Reply 16, posted (11 years 3 months 3 weeks 5 days 9 hours ago) and read 3938 times:
AIRLINERS.NET CREW FORUM MODERATOR
I never had myself a major problem with American, except maybe loosing once my luggages and getting them two days later. But I wasn't upset for that, the agents were helpful in tracking my luggages and since then I get along well with them. I've been flying American regularly for years and they always treated me right on the ground and in the air. I'm happy with them.
Everything I've read in all of the above posts could happen with any airline, not just American.
Have a safe flight wherever your may go.
Viscount From Gibraltar, joined Dec 1999, 112 posts, RR: 0
Reply 17, posted (11 years 3 months 3 weeks 5 days 8 hours ago) and read 3886 times:
I've never telephoned AA but all I can tell you is that I have flown with them on two occasions in the last two years between JFK and MIA and they have been the worst flights I have ever taken. The flight attendants in particular were awful. They were untidy and surly and gave the impression that they just wanted to get the whole thing over and done with and go home. One of the male attendants was similar to a ex-marine and he was so muscular that he could not even close the top button of his shirt nor do his tie up. He spoke so quickly and in a gruff voice over the PA system that it was almost as bad as rail station announcements in the UK. In other words he was difficult to understand. What a joy it was at either end of those journeys to step into a BA Club World cabin for some real service!
AA7573E From United States of America, joined Nov 2003, 475 posts, RR: 2
Reply 18, posted (11 years 3 months 3 weeks 5 days 8 hours ago) and read 3849 times:
I wonder how the notion that flight attendants are not allowed to have a bad day got started? People act surprised that every once in awhile a flight attendant does have a joker's smile pasted on their face, a wonderful disposition and a get up and go approach to finding a place for you to put your bags, pick up your trash and cater to your every need. If I had a dollar for everyone of you out there that had a bad day at work - THIS WEEK- I could take the rest of the week off. We need to back off flight crews. They have it tough right now, and their job is not easy, especially on a bad day.
That being said, you get good service and bad service everywhere you go. AA777FirstClass has it right, it just matters on which day you catch them. I myself have more often than not had excellent service from everyone at AA. From the time I got a complimentary bump to first class on flight 70 from DFW to FRA, to the myriad of times I have been bailed out by the staff of an Admirals Club - I feel like they are always trying to help make my travel experience better.
But lets be honest Viscount. Critiquing a flight attendant b/c he is muscular is insane. Everyone has good and bad days, and if your job were as public as theirs, you might know what it is like too.
Skyway1 From , joined Dec 1969, posts, RR:
Reply 21, posted (11 years 3 months 3 weeks 5 days 6 hours ago) and read 3757 times:
this one is to AIR757200.....
The Worldwide personnel(AA) I deal with are great people and good employees. Their counter is right next to ours and whenever we(TZ) have any problems they always help our customers get to their destinations(as long as they have seats).
I'm sure you will always find a bad apple working at different airlines or airports. Also, you have to expect that airport employees have more tha their share of bad days dealing with delays and cancellations.
Ckfred From United States of America, joined Apr 2001, 5385 posts, RR: 1
Reply 22, posted (11 years 3 months 3 weeks 5 days 5 hours ago) and read 3681 times:
I've generally had good experiences dealing with AA personnel. The nicest agent did a big favor for us this spring. My wife and I were on our way to SEA, because we were adopting a baby and the birth mother had gone into labor.
Understanding that time was of the essence, the agent was able to move us from the last row (31 on an MD-80) to row 8, despite the kiosk at the ticket counter showing all seats assigned.
Bartond From United States of America, joined Jul 2003, 791 posts, RR: 3
Reply 23, posted (11 years 3 months 3 weeks 5 days 5 hours ago) and read 3645 times:
AA has been really good to me, too. When I call in the people are direct but willing to help. I recently got a pretty good refund on a ticket and I usually get whatever I ask for if I'm nice to them and have done my homework beforehand. But as far as ticket agents go, they are like anyone else - they gauge how you are acting and usually act accordingly. I love to travel to whenever I'm about to go somewhere I'm usually ina good mood and that helps the situation. But ticket agents in BOS, ORD, DFW, LGA, etc. have all been to-the-point but very accommodating and try to help.
However, one of the local sportscasters in Dallas recently was roasted by alot of the Dallas area big hitters, and he tried to get a refund/transfer/credit on tickets for his ailing (cancer) mother and elderly father. He said that AA couldn't/wouldn't do anything to help - his mom couldn't get credit, a refund, travel the same route later or next year, he couldn't transfer the tix into his name or anything. This is not good to do to a member of the media, who was not so shy about bashing the crap out of them. I'm not sure if this situation was just a policy that couldn't be changed or what, but wouldn't this count as bereavement in some sort? It seems like they could do something, atleast give the mother credit for a future flight.
I like AA, and not just because I live in Dallas and it's soooo convenient. It's a huge corporation with thousands of employees, so if one or two are having bad days that sux that some people take that perception and base a whole opinion on it. I say give these airlines a few chances and if they continue to suck, THEN form your opinion. My $.02.