Topic Author
Posts: 98
Joined: Tue Sep 30, 2003 3:45 pm

AA = A+ For Customer Service

Sat Nov 08, 2003 2:12 pm

I am sure there are a ton of people out there who dislike American Airlines but I figured I'd post a recent experience I had. I was on a flight from DFW to LAS when about 2 minutes into the flight the pilot came over the PA and said there was a warning light that came. He took the plane back around and landed at DFW with tons of emergency vehicles standing by. That was my first emergency landing, it was actually kind of cool. (remember I am an aviation nerd so...) So we headed back to the gate and the pilot had the plane checked out and said that there was no way we were using the aircraft again. So we headed down to another plane, the delay unfortunately took about 2 hrs extra. The whole staff was really nice about everything though and the pilot did a wonderful job to land the plane.

So this week I received a letter from American customer service explaining that a warning light came on that there was too much heat in the tail section of the MD 80. (I know that's not good, but perhaps some technical guys can explain the possible problems that would have come from this to me) Anyway American apologized for the delay and gave me 5,000 bonus miles in my AAdvantage account.

Personally I am very impressed with American and their customer service for doing that and explaining what the problem was. And not only that but apologizing for the delay and giving me the bonus miles. That's how you run an airline. You put the customers first. That's why I am always going to fly American.

Posts: 671
Joined: Thu Aug 07, 2003 10:30 am

RE: AA = A+ For Customer Service

Sat Nov 08, 2003 2:18 pm


Sorry that you had to go back to DFW due to a mechanical problem, but thank you for the praises... I am glad to see that AA is actually communicating with the customer, which I think is extremely important. If there is one thing that I have learned in almost 14years of flying is that you need to communicate. Be truthful (even if it hurts) and passengers respect you...