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AA-Bad Customer Service?  
User currently offlineBoeingflying31 From United States of America, joined Sep 2003, 165 posts, RR: 0
Posted (10 years 12 months 2 days 23 hours ago) and read 4339 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.
-BF31

33 replies: All unread, showing first 25:
 
User currently offlineProudtoflyaa From , joined Dec 1969, posts, RR:
Reply 1, posted (10 years 12 months 2 days 23 hours ago) and read 4308 times:

I can't say that I've ever had a problem with the elite lines. I've found the folks to be especially helpful and insightful.

User currently offlineAA7771stClass From United States of America, joined Jun 1999, 296 posts, RR: 5
Reply 2, posted (10 years 12 months 2 days 23 hours ago) and read 4275 times:

Seems a little vague to me--everybody has customer service problems, it's just whether or not you catch them.... The phone companies are worse.

User currently offlineSsides From United States of America, joined Feb 2001, 4059 posts, RR: 21
Reply 3, posted (10 years 12 months 2 days 22 hours ago) and read 4261 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.


"Lose" is not spelled with two o's!!!!
User currently offlineNtspelich From United States of America, joined Aug 2003, 764 posts, RR: 0
Reply 4, posted (10 years 12 months 2 days 22 hours ago) and read 4246 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.

NS



United 717 heavy, you're facing the wrong way. Any chance you can powerback to get off of my deice pad?
User currently offlineProudtoflyaa From , joined Dec 1969, posts, RR:
Reply 5, posted (10 years 12 months 2 days 22 hours ago) and read 4232 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.

User currently offlineAIR757200 From United States of America, joined Jul 2000, 1579 posts, RR: 7
Reply 6, posted (10 years 12 months 2 days 22 hours ago) and read 4204 times:


We can't please everyone... out of the 7.3 million passengers boarded last month then factor in the number of people that had a contact with AA; someone is bound to complain.



User currently offlineTriscl From United States of America, joined Jul 2003, 138 posts, RR: 0
Reply 7, posted (10 years 12 months 2 days 22 hours ago) and read 4157 times:

I usually don't let it affect me too much, and sometimes they're even a little chatty--in a friendly way.

The only thing that really gets me is when I'm asking to check flights into various airports (ie, "I can fly into SNA, LGB, OR LAX) and there are loud sighs on the other end of the phone.


User currently offlineDeltaffindfw From United States of America, joined Sep 2003, 1446 posts, RR: 0
Reply 8, posted (10 years 12 months 2 days 22 hours ago) and read 4087 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.


User currently offlineAzncsa4QF744ER From United States of America, joined Oct 2003, 692 posts, RR: 0
Reply 9, posted (10 years 12 months 2 days 22 hours ago) and read 4071 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....

User currently offlineN844AA From United States of America, joined Jul 2003, 1352 posts, RR: 1
Reply 10, posted (10 years 12 months 2 days 20 hours ago) and read 4017 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
User currently offlineIberia340600 From Spain, joined Oct 2003, 804 posts, RR: 14
Reply 11, posted (10 years 12 months 2 days 19 hours ago) and read 3945 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.



Visca Barça!!
User currently offlineJoliver From United States of America, joined Jan 2002, 140 posts, RR: 0
Reply 12, posted (10 years 12 months 2 days 19 hours ago) and read 3937 times:

Personally speaking, we have only had the best service from AA
I've/we've been calling them for many years. They have been un-failingly helpful and friendly.

Clear skies to all,

--JaO


User currently offlineBroke From United States of America, joined Apr 2002, 1322 posts, RR: 3
Reply 13, posted (10 years 12 months 2 days 9 hours ago) and read 3868 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.


User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 14, posted (10 years 12 months 2 days 9 hours ago) and read 3855 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.

[Edited 2003-11-05 13:45:46]

[Edited 2003-11-05 13:47:22]

User currently offlineGSPSPOT From United States of America, joined Sep 2003, 3082 posts, RR: 2
Reply 15, posted (10 years 12 months 2 days 9 hours ago) and read 3836 times:

Training and the treatment that each customer receives should be consistent....


Finally made it to an airline mecca!
User currently offlineAmerican 767 From United States of America, joined May 1999, 3888 posts, RR: 12
Reply 16, posted (10 years 12 months 2 days 9 hours ago) and read 3827 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.  Smile

Ben Soriano
Brussels Belgium



Ben Soriano
User currently offlineViscount From Gibraltar, joined Dec 1999, 112 posts, RR: 0
Reply 17, posted (10 years 12 months 2 days 8 hours ago) and read 3775 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!

User currently offlineAA7573E From United States of America, joined Nov 2003, 475 posts, RR: 2
Reply 18, posted (10 years 12 months 2 days 7 hours ago) and read 3738 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.



See you up front!
User currently offlineAIR757200 From United States of America, joined Jul 2000, 1579 posts, RR: 7
Reply 19, posted (10 years 12 months 2 days 6 hours ago) and read 3689 times:


You know what Azncsa4QF744ER, If your going to comment (very generalized) on how hard it is to work with AA in LAX; you guys are not that great to work with either, and I'm not talking about just LAX.

But, on a positive note (don't want to seem to negative), I always have both positive and negative experiences when working with other airlines.


User currently offlineJAL777 From , joined Dec 1969, posts, RR:
Reply 20, posted (10 years 12 months 2 days 5 hours ago) and read 3664 times:

I will always fly AA, and have had great service most of the time. Especially from the Dallas crews.

User currently offlineSkyway1 From , joined Dec 1969, posts, RR:
Reply 21, posted (10 years 12 months 2 days 5 hours ago) and read 3646 times:

this one is to AIR757200.....  Nuts  Nuts

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.

Chris

 Nuts  Nuts


User currently offlineCkfred From United States of America, joined Apr 2001, 5276 posts, RR: 1
Reply 22, posted (10 years 12 months 2 days 5 hours ago) and read 3570 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.


User currently offlineBartond From United States of America, joined Jul 2003, 791 posts, RR: 3
Reply 23, posted (10 years 12 months 2 days 4 hours ago) and read 3534 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.


User currently offlineAIR757200 From United States of America, joined Jul 2000, 1579 posts, RR: 7
Reply 24, posted (10 years 12 months 2 days 4 hours ago) and read 3507 times:

Skyway1,

You folks at TZ are a nice bunch;

I use to work for ATA Leisure Corp. a few years ago before it was dismantled back to just ATA Vacations. If the airline had a DTW CSA base, I think I would be working there now.  Smile

...and I still get some of the mailings for ATA.


25 Lindy : AA7573E, what are you trying to say? I disagree with you. FA's CAN'T have bad day. They are representing company, they are working on the flights whic
26 AA777MIA : No we are taught to stand there and be a punching bag, verbally and physically. See we are mechanical animals, with no emotions. We do not need to eat
27 AA7573E : AA77MIA I second your emotion. It is very easy to sit behind the keyboard and be critical of anyone's performance at their job. It is a whole differen
28 Motech722 : I agree with AA77MIA and AA7573E, everyone has a bad day. We're all humans that have emotions, and while Lindy does point out that "They [FAs]are repr
29 Ckfred : You know, if a CSA treats you badly, get the name from the name tag and write to customer service. A friend of mine works for AA, and he has told me t
30 Lindy : If somebody is willing to host for me a jpg picture (maximum size 250kb) for couple of days, I will show you what kind of brainiacs work in American A
31 AA777MIA : CkFred: I agree, get the name and write a letter, but do not generalize. As far as when your wife was traveling, perhaps the way the flight attendant
32 Proudtoflyaa : Rafal, I'd be more than happy to host a picture for you. Please e-mail it to the address in my profile.
33 Viscount : OK guys let me just say for the record that my job has been as public as any FA for all my career and still is. I have worked in the hospitality indus
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