Now It Is Personal: American Airlines Customer Service & Emergency Policies @AmericanAir

Now It Is Personal: American Airlines Customer Service & Emergency Policies @AmericanAir

UPDATE: Victory Via Twitter DM from American Airlines and they came through and changed my emergency re-routed tickets.

Twitter Win on American Airlines

Muchas Gracias, @AmericanAir team.

Remember when that airline kicked the fat but oh-so-famous Kevin Smith off the plane? Well, I’m no Kevin Smith, but I’ve gathered a few followers in my time in social media. So let’s see where the customer relations journey takes us.

Situation: Emergency Flight for 80-yo mother and myself to Puerta Vallarta. My brother has had a heart attack and is in a hospital in Mexico. We pay premium pricing on American Airlines to arrive as soon as possible. Days later my brother is scheduled to be moved to Guadalajara, Mexico for his open-heart surgery on the weekend.

Request: Dear American Air lines, we paid over $2,000 for our tickets. Can you reticket our departure out of Guadalajara?

Customer Service Rep in Mexico: I’m sorry we only allow emergency changes when it is the person on the flight who is having the emergency.

Let me get this straight. If my mom or I were having a heart attack they would change the flight. But because it’s my brother they are going to charge me well over $300 more in penalties and reticketing charges? FAIL.

Process: Tweet to @americanair

Contacting American Airlines Via Twitter for a Complaint

File a formal complaint via their complaint system. (Okay, so I’m not an archbishop, but how silly for them to require this prefix anyway.)

American Airlines Customer Service Input Form

Their form letter response.

Form letter from American Airlines complaint

What to do next… Wait and see if they respond, how they respond. My guess, I will be getting a bus at 6am tomorrow from Guadalajara to Puerta Vallarta to catch my 2pm flight.

I WAS WRONG. Thank you AA.

American Airlines WINS a Customer Service Issue Via Twitter

Customer Service on American Airlines

@jmacofearth (also seen on Google+: jmacofearth)
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Some more for your LEARN box of social media:

Most people don’t really enjoy being mean; they do it because they can’t help it. (from Graham’s Hierarchy of Disagreement)

FYI: Less we forget: United Breaks Guitars < the social revolutionaries that got results

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