b752fanatic
Posts: 892
Joined: Thu Jul 17, 2003 1:44 am

What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 5:38 am

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
 
TeamAmerica
Posts: 1540
Joined: Thu Sep 07, 2006 3:38 am

RE: What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 5:55 am

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.
 
b752fanatic
Posts: 892
Joined: Thu Jul 17, 2003 1:44 am

RE: What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 6:07 am

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
 
jetstar
Posts: 1370
Joined: Mon May 19, 2003 2:16 am

RE: What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 6:28 am

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.
 
hush-kit
Posts: 107
Joined: Thu Sep 07, 2000 4:43 pm

RE: What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 6:57 am

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...
 
aajfksjubklyn
Posts: 458
Joined: Wed Jul 25, 2007 10:46 pm

RE: What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 8:56 pm

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.
 
b752fanatic
Posts: 892
Joined: Thu Jul 17, 2003 1:44 am

RE: What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 9:52 pm

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
 
elmothehobo
Posts: 967
Joined: Thu Aug 10, 2006 11:10 am

RE: What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 10:34 pm

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.
 
vtmaa
Posts: 67
Joined: Fri Oct 06, 2006 5:57 am

RE: What An Auspicious Day For Me, Thanks AA

Thu Aug 23, 2007 10:59 pm

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!!
 
cvg2lga
Posts: 426
Joined: Fri Feb 25, 2005 11:48 am

RE: What An Auspicious Day For Me, Thanks AA

Fri Aug 24, 2007 9:42 am

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.
 
Cubsrule
Posts: 11515
Joined: Sat May 15, 2004 12:13 pm

RE: What An Auspicious Day For Me, Thanks AA

Fri Aug 24, 2007 10:20 am

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
 
worldtraveler
Posts: 3417
Joined: Tue Aug 05, 2003 6:18 am

RE: What An Auspicious Day For Me, Thanks AA

Fri Aug 24, 2007 10:39 am

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.
 
cbphoto
Posts: 1120
Joined: Sat Dec 20, 2003 6:23 am

RE: What An Auspicious Day For Me, Thanks AA

Fri Aug 24, 2007 2:57 pm

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
 
Cubsrule
Posts: 11515
Joined: Sat May 15, 2004 12:13 pm

RE: What An Auspicious Day For Me, Thanks AA

Sat Aug 25, 2007 6:13 am

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
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What An Auspicious Day For Me, Thanks AA

Sat Aug 25, 2007 7:20 am

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?
 
worldtraveler
Posts: 3417
Joined: Tue Aug 05, 2003 6:18 am

RE: What An Auspicious Day For Me, Thanks AA

Sat Aug 25, 2007 7:52 am

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.
 
b752fanatic
Posts: 892
Joined: Thu Jul 17, 2003 1:44 am

RE: What An Auspicious Day For Me, Thanks AA

Sat Aug 25, 2007 9:11 am

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
 
dfwmzuri
Posts: 219
Joined: Sat Nov 19, 2005 6:34 am

RE: What An Auspicious Day For Me, Thanks AA

Sat Aug 25, 2007 9:52 am

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.