AA-FLIGHT 1096 – MIA TO DCA – FEBRUARY 28TH, 2021 – 3:46 PM
A few years ago, I wrote an article after a flight I made on American Airlines praising the airline and especially the service that a specific flight attendant provided to a helpless person. My writing earned this employee a decoration and I was very happy, because she deserved it.
Today I am writing another article, but unfortunately it is not to praise the airline but to express my discontent ... almost my indignation.
Yesterday Sunday I went to take a Miami-Washington flight for a medical intervention that I had on Monday morning. I always get to the airport early, but this time I left my ID at home by mistake. A friend with access to my house caught up with it, but between one thing and another I arrived at the first class desk at 3:07 pm, the flight left at 3:46 pm.
My wife had already done her paperwork, only I was missing, but to my surprise the person who attended me, named Richard, told me that it was late to check my suitcase and that therefore I could not leave on that flight, that I would have I had to get on the waiting list for the next one at 6:30 pm, and if I didn't reach that one, there would be another one at 9:00 at night.
I explained to him of my medical intervention the next morning, but my desperation was only valid for a quick consultation with a supposed supervisor who did not even take 3 seconds to deny any attempt to help me.
In the midst of such a situation and with time running out, the alternatives are scarce and the concern at the lack of guidance and help becomes complicated. They did not give me better options and when some superior, dressed in a suit, approached, he also denied any alternative of help to board the plane, despite the medical condition once again explained. I saw him leave disinterested in the matter, without the slightest show of compassion or solidarity with my case. I went after him, begged him for help and finally asked him to let me travel and they would send me the suitcase on the next flight. His response, which was followed by another employee behind the individual, was << The passenger has to travel with his suitcase. COMPANY POLICY >> They said.
I am not going to count the number of races and misinformation that I subsequently received at the counter inside the airport while seeing myself at number 8 on the waiting list. I will end by saying that I did not reach that plane and after being sent to another section where they could guide me (I do not understand why they did not do it from the beginning when I once again explained my case to young Nelson at gate 36) they put me in another waiting list for the 8:40 pm flight. In that I finally managed to get on, obviously in coach.
What is the paradox of this ending? that when I arrived in Washington and went to pick up my suitcase, (incredible) I received a note from the airline telling me that my suitcase was in the luggage office, because it had arrived on the previous flight. Really? And what happened to the company's policy?
It seemed implausible to me. But what most negatively impacted me was the disinterest and apathy with which each of the American Airlines employees treated me.
Rest assured that while I can avoid it, I will use another airline.
Armando Perez Aleman
AA CUSTOMER SERVICE’S ANSWER
March 1, 2021
Thank you for contacting Customer Relations.
I'm sorry you weren't able to board the flight to DC, especially having a medical procedure scheduled. One of the biggest challenges for our personnel at departure gates is to accept customers as close to departure as possible, complete the last-minute activities that are necessary before a flight is ready to depart, and still dispatch the aircraft on time. If we can accommodate late arriving customers without causing a delay, we will do so. We know it was frustrating not to be allowed to board the aircraft, however, there was insufficient time to enable you to board without delaying the flight.
I am sorry our agents weren't able to provide a better solution at the time. There is simply no excuse for our agents being unhelpful or not showing compassion. Our customers should always experience polite service from our employees, regardless of the circumstances.
Armando, again, I apologize for the difficulties this caused you and thank you for being one of our AAdvantage® Platinum members. We value your long-standing loyalty and support and are eager to continue the relationship we have enjoyed over the years. Please be assured we are all working hard to provide the high quality service you have every right to expect when traveling on American Airlines.
PROCESS: Response: CONTACTID:1-D47BWRN:
MY RESPONSE – MARCH 1ST, 2021
Dear Mr. Sharp:
Thank you for your quick response. Unfortunately, we buy business class tickets, to hopefully get better service, but I find that it is to no avail with your company. My wife was treated rudely before me by the same employee. I was treated rudely by the employee and the supervisor. They were even snickering. Unacceptable at any level.
Additionally, the policy that your bag has to travel with you when rudely out the window.
My wife and I realize that you must be overwhelmed with complaints working for American Airline.
Your response is not adequate, since it give us an excuse for your employees but no accountability, this treatment will go on and on forever if your employees I have no liability.
For the first time I realize what a bad reputation, unfortunately, American Airlines has. When I reached out to my very large family and told them about our experience they all return texts with similar instances.
It is incredibly sad for a company as large as yours to have such a horrible personal treatment, compassion, empathy, and any other word that you could use.
Since this was such a horrible experience, and we pay business just for the sake of hoping that in business class they treat you better, this complaint must be raced to a higher level. We will not accept a simple excuse from you, we would like this incident to go in the employee’s record.
We will not stop until the employees are identified and spoken to. We have already put our complaint on Facebook and will go online to do all possible way to expose this maltreatment.