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What An Auspicious Day For Me, Thanks AA  
User currently offlineB752fanatic From United States of America, joined Jul 2003, 918 posts, RR: 8
Posted (7 years 2 days 10 hours ago) and read 3362 times:

I was just checking my email, and all of the sudden I receive this:

August 22, 2007

Dear Mr. XXXX:

As a valued customer, you should expect to receive outstanding service from
us. That
is why I am especially sorry to hear that your trip to XX didn't go
as
planned. After learning all the details, it's easy to understand how
frustrating this
trip must have been. I am very sorry that your important travel plans were
disrupted
on August XX.

I'm sure you could see that this delay could not be helped -- your safety is our
priority. Still, we know it was inconvenient. In view of all the time you
spent
waiting when your flight was delayed, we want to make amends. In an effort to
do so,
I have added 6,000 Customer Service Bonus miles to your AAdvantage® account.
This
adjustment will appear in your account shortly, and you can view this activity
via our
web site at http://www.aa.com/AAdvantage.

Thank you for your business. We'll look forward to serving you again.

Sincerely,

B. J. Russell
Customer Relations
American Airlines

I am most happy to receive this news, I wasn't actually expecting this, however I must feel completely happy to be an AAdvantage member.

What occurred was that I was on a flight that the aircraft an A300 encountered some tech difficulties.

The door of the plane was closed, and all of the sudden the plane was ready for push back, and a pax noted a problem which was not to his belief normal. He contacted the FA and swiftly they came to the attention, the details of what exactly it was are not completely clear, but I overheard that he was getting hot air from his window, and apparently the switch from GPU to APU was the cause. The captain came and noticed, they thanked the pax, for pointing it out since indeed it was a problem. We spent a few minutes waiting whilst the pilot was troubleshooting, he turned the engine on while on the gate, and still no result.

After the MX staff had made the attempts, they decided to deplane the aircraft. Our departure was delayed for almost 4 hours till they had switched us to another A300. We departed successfully, and arrived in our destination safely.

I had experienced a lot of delays with AA, and never had been awarded with advantage miles as compensation; to me this is quite a surprise. Why out of the blue have they decided this? is it now a common practice or policy or did some passenger demand this and they decided to award all of us?

Nonetheless, thanks AA, this way people will feel more inclined to consider you despite your difficulties and help with your image which for these past years has been more or less appalling.


"Truth is more of a stranger than fiction." Mark Twain
17 replies: All unread, jump to last
 
User currently offlineTeamAmerica From United States of America, joined Sep 2006, 1761 posts, RR: 23
Reply 1, posted (7 years 2 days 10 hours ago) and read 3296 times:

Quoting B752fanatic (Thread starter):
I had experienced a lot of delays with AA, and never had been awarded with advantage miles as compensation; to me this is quite a surprise.

I've never heard of them doing this - it is a nice surprise. I hope AA makes this a regular practice. Even a couple hundred miles to delayed passengers would yield huge benefits in goodwill. thumbsup 



Failure is not an option; it's an outcome.
User currently offlineB752fanatic From United States of America, joined Jul 2003, 918 posts, RR: 8
Reply 2, posted (7 years 2 days 9 hours ago) and read 3264 times:

Quoting TeamAmerica (Reply 1):
I've never heard of them doing this - it is a nice surprise. I hope AA makes this a regular practice. Even a couple hundred miles to delayed passengers would yield huge benefits in goodwill.

Me too, I would had never thought 6k miles, seems to me as great compensation for being a "inconvenienced passenger".



"Truth is more of a stranger than fiction." Mark Twain
User currently offlineJetstar From United States of America, joined May 2003, 1644 posts, RR: 10
Reply 3, posted (7 years 2 days 9 hours ago) and read 3192 times:
Support Airliners.net - become a First Class Member!

Last year my wife and I were given extra miles by AA because of a delay we encountered.

We were flying from LGA to TPA and had to divert to MCO because of weather at TPA. Refueling was delayed because of a shortage of refuelers at MCO, not AA’s fault but because of this it took over 3 hours to get the plane refueled.

We both got an e-mail apologizing for the inconvenience, I can’t remember the amount of miles but I think it was 3 thousand for each of us, I might add that my wife and I are AA Gold.


User currently offlineHush-kit From Germany, joined Sep 2000, 124 posts, RR: 0
Reply 4, posted (7 years 2 days 9 hours ago) and read 3123 times:

Flew on US AIR BRU-PHL Sunday, Aug 19, the flight was diverted to Atlantic City due to fuel shortage and all US Air personell I spoke to (plane and on the ground) was rude, dismotivated and dishelpful. Guess AA has got me back for the over-the-big-pond flights...

User currently offlineAAJFKSJUBKLYN From United States of America, joined Jul 2007, 904 posts, RR: 1
Reply 5, posted (7 years 1 day 19 hours ago) and read 2878 times:

I received AA miles on two occassions for these types of situations. The first happened when our MD80 got hit with UAL luggage cart in a severe thunderstorm back 3 years ago. We were parked on run-way in one big old line. Of course once we could move we did and we were brought back to the gate. We had to wait 2 hours for another plane from MCO. I wasnt expecting the miles but we did get them.

The other happened when my flight to LAX was outright cancelled due to a mechanical in LAX. I was reaccomodated on another flight 2 hours later. Got a letter, this time it was 3k miles.


User currently offlineB752fanatic From United States of America, joined Jul 2003, 918 posts, RR: 8
Reply 6, posted (7 years 1 day 18 hours ago) and read 2792 times:

To my surprise, the segment that I flew was less than 1000 miles, and I was given as many miles as if I were to do the trip more than 7 times or almost 4 times round trip. 6k is very generous. By the way 6K miles is equivalent to $120 dollars if you use the .02 per miles that the program states.

[Edited 2007-08-23 14:56:46]


"Truth is more of a stranger than fiction." Mark Twain
User currently offlineElmoTheHobo From United States of America, joined Aug 2006, 1537 posts, RR: 1
Reply 7, posted (7 years 1 day 17 hours ago) and read 2724 times:

Quoting TeamAmerica (Reply 1):
I've never heard of them doing this - it is a nice surprise. I hope AA makes this a regular practice. Even a couple hundred miles to delayed passengers would yield huge benefits in goodwill.  

I guess Mr. Mark Mitchell (the new managing director - customer experience) is hard a work mending bridges. I just got the exact same letter, except for 8K miles for a transcon. The inbound flight went tech, my flight was delayed four hours.

Quoting TeamAmerica (Reply 1):
Me too, I would had never thought 6k miles, seems to me as great compensation for being a "inconvenienced passenger".

Agreed, although I really was hoping for 200 AA dollars. Frequent flyer miles are like monopoly money. Though it was a very kind gesture.

Now if this was weather related, we'd be SOL. It's nice that they took the initiative to compensate, though.


User currently offlineVTMAA From India, joined Oct 2006, 108 posts, RR: 0
Reply 8, posted (7 years 1 day 16 hours ago) and read 2674 times:

I was travelling on the DTW-KIX-TPE on NW in Jan 2006 in World Business Class. About an hour out of DTW the AVOD failed and did not function for the rest of the journey. The FA's came around just before landing at KIX, apologized for the malfunction and gave us a form to fill to receive either miles (don't know how many) or a $250 voucher. I chose the voucher.
Then on the KIX-TPE leg (same aircraft) the AVOD still did not work, this time around they just handed a $250 voucher to us.
Well a week later on the return leg (TPE-KIX-DTW) the same issue, but this time the in seat laptop power outlets did not work either - But no apology or voucher. They fixed the issue in KIX during the stopover.

A few weeks later, I received a letter from NWA cust service apologizing for the incident again and the voucher I had chosen as compensation.

So $500 for AVOD not working. I was happy- used those for a vacation for me and my wife!!


User currently offlineCVG2LGA From United States of America, joined Feb 2005, 630 posts, RR: 1
Reply 9, posted (7 years 1 day 6 hours ago) and read 2467 times:

Once I wrote to AA telling them that the seat I had on my flight from LGA-ORD wouldn't stop reclining no matter what. And I did make sure that it wasn't my leg pushing the button (several times) to reassure myself I wasn't crazy the former. They gave me miles for that?! I forget how many but it was a nice thing to do, though not really needed I suppose. I hardly use AA but would reccommend them anyhow.
Tchau
DA-



They don't call em' emergencies anymore. They call em' Patronies.
User currently offlineCubsrule From United States of America, joined May 2004, 22876 posts, RR: 20
Reply 10, posted (7 years 1 day 5 hours ago) and read 2420 times:

I had a coach in high school who always told us that performance wasn't about not making mistakes but rather about responding positively to those mistakes (translation: you're going to screw up... just fix it right).

The same applies to airlines. Some (AA and NW are two examples, in my experience) do it much better than others.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineWorldTraveler From , joined Dec 1969, posts, RR:
Reply 11, posted (7 years 1 day 5 hours ago) and read 2387 times:

Quoting Cubsrule (Reply 10):
I had a coach in high school who always told us that performance wasn't about not making mistakes but rather about responding positively to those mistakes (translation: you're going to screw up... just fix it right).

The same applies to airlines. Some (AA and NW are two examples, in my experience) do it much better than others.

the first part is absolutely right. the second part is not. Many airlines - and even some of the US low fare carriers - do a very good job of correcting passenger problems and correcting problems.

I know DL regularly contacts passengers who have been involved in an extensive IROP situation and they gave away 1 BILLION Skymiles after the Comair Christmas debacle several years ago.

"coming clean" should be the norm, not the exception.


User currently offlineCBPhoto From United States of America, joined Dec 2003, 1552 posts, RR: 5
Reply 12, posted (7 years 1 day 1 hour ago) and read 2266 times:

Something similar happened to me in may of 2000. I was young at the time, 16, and was traveling from MSP-LHR via ORD. I was supposed to take one of the late afternoon departures out of MSP to connect to an evening flight to LHR. Because of weather in Chicago and my age and the fact that I would be catching the last LHR flight of the day, the gate agent recommended I stay in MSP one more night, and take the first flight out in the morning to ORD to connect to the day LHR flight. Let me also say, that the gate agent, who was very helpful had to pull some strings to get me on LHR flight, because it was already oversold. Well, my morning flight out of MSP was a bit late departing, and when I got into ORD I ran to the gate, only to find my 777 to LHR was not there. To make a long story short, it didn't leave until 8 hours later, due to maintenance and the LHR curfew. All the passengers got day rooms in the Hilton at ORD, but they were not sure what to do with me, because I was a minor, but not traveling as an UM. So they put me in the UM lounge until my flight departed. Anyway, Later on during my stay in London, I was able to change the dates of my return trip for free because of what happened on my outbound leg. Once I returned to MSP, I walked in my house to find an envelope with AA on it. Well, I opened it and to my surprise I found a letter sincerely apologizing for the delay that occurred with a brief explanation as to what happened and a $500 voucher, which I used later the next year to go back to London. In the end it all worked out, because my goal of that trip (besides going to London) was to fly on the 777! And just my luck, I got a brand spanking, 1 week old 777 which was gorgeous. AA def goes out of their way to make up for inconveniences that occur to passengers, or at least on my trip. And I want to thank AA for making that trip such a memorable one, even though there were a few hiccups!!!


ETOPS: Engines Turning or Passengers Swimming
User currently offlineCubsrule From United States of America, joined May 2004, 22876 posts, RR: 20
Reply 13, posted (7 years 9 hours ago) and read 2144 times:

Quoting WorldTraveler (Reply 11):
"coming clean" should be the norm, not the exception.

Agree completely. The only reason I didn't say anything about DL was that I've (fortunately) never had a serious IROPS issue on DL, though they've handled less serious problems with grace. Sorry if I made it sound like AA and NW were the only two that did this well; that wasn't my intent.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineTonytifao From Brazil, joined Mar 2005, 1019 posts, RR: 0
Reply 14, posted (7 years 8 hours ago) and read 2112 times:

Quoting B752fanatic (Thread starter):
had experienced a lot of delays with AA, and never had been awarded with advantage miles as compensation; to me this is quite a surprise. Why out of the blue have they decided this? is it now a common practice or policy or did some passenger demand this and they decided to award all of us?

What kind of AAdvantage Status do you have with AA? Gold, Plat or Exec Plat?


User currently offlineWorldTraveler From , joined Dec 1969, posts, RR:
Reply 15, posted (7 years 8 hours ago) and read 2067 times:

Quoting Cubsrule (Reply 13):
Sorry if I made it sound like AA and NW were the only two that did this well; that wasn't my intent.

I didn't think you were attempting to compile an extensive list; I was just commenting that there were others I knew of.

Customer service, like every other aspect of an airline's operation, goes in cycles. Sometimes they do well and correct their problems and other times they don't.

AA has had a bad summer operationally and it hasn't been helped by the labor issues they have faced. I'm glad they have people who are trying to turn AA around but I doubt seriously that it will be very successful until the labor issues are resolved.


User currently offlineB752fanatic From United States of America, joined Jul 2003, 918 posts, RR: 8
Reply 16, posted (7 years 6 hours ago) and read 1998 times:

Quoting Tonytifao (Reply 14):
What kind of AAdvantage Status do you have with AA? Gold, Plat or Exec Plat?

Neither, just regular Advantage status. My mom was with me on that flight she is merely less than 10k in her system since she seldomly travels and now this boost will put her in a good spot.



"Truth is more of a stranger than fiction." Mark Twain
User currently offlineDFWMzuri From United States of America, joined Nov 2005, 248 posts, RR: 0
Reply 17, posted (7 years 6 hours ago) and read 1958 times:

AA has surprised me on two different occasions. Once, a FA accidently spilled milk on me. No big deal to me but she was so sorry. On my return flight three weeks later, I was upgraded to business class LHR-ORD. Quite nice. The second time was a long delay at JFK with a 757 placed out of service and then another delay on the replacement plane. By the time I reached DFW I was exhausted, for I had begun this trip from NBO-BRU-JFK-DFW. When I arrived DFW my bag was at another terminal and trashed. Somehow my hardside was cracked amd had a hole punched through it. I was given a new suitcase at the airport, and a day later a nice e-mail from AA and 9000 AAdvantage miles.

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