I had the experience of flying your airlines today for the first time in a very long time. I now remember why I don’t fly your airline: You put the all-mighty dollar before customer service. You’ve truly taken on what many people fear is becoming the “American” way by selling out. You sell my rights to my prepaid seat to another so that your corporation can make more money.
First, I was quite surprised that I had to pay for my first checked bag. Your clients aren’t even allowed to check one bag for free? Instead, we are left to fight for sacred luggage space in the overhead compartment, tote our bags as we run through the airports to make our next flight and strain our backs because we stuff our too heavy carry-on just to avoid the $15 per bag charge? Excuse me but don’t you think the expensive airline ticket is costly enough? Do you really need to suck up our monthly Starbuck’s budget with your ridiculous baggage fees? It’s possible, but highly unlikely in your case, if you improve customer service you will increase your business, then you wouldn’t have to charge for baggage.
Second, I have a pressing question to ask you and I hope you have to answer: since when is ten minutes early too late? Giving credit where credit is due, our pilot did a sensational job making up time that was lost waiting on the tarmac at takeoff. He made up nearly an hour in the air, getting us to the connecting airport in time to make our next flight. In doing our part, we ran through the airport, doing our best to dodge those leisurely walking to their gate, to arrive at our gate with 10 minutes until takeoff. Upon arrival we were told our seats had been given away and we would not be boarding the plane for our flight home.
If I was 10 minutes early to coffee with my girlfriends they’d be thrilled. If I was 10 minutes early dropping my son off at school he’d love that he had 10 more minutes to play before class. If I was 10 minutes early for my hair appointment, I’d be the one waiting. When I arrived 8 minutes before departure with another airline, I was graciously allowed to board and given my seat without hassel. But if I’m 10 minutes early for my flight with your airlines, I’m denied the seat I already paid for.
The bottom line is that you, American Airlines, got greedy and messed with our lives without our permission. You sold our seat to another traveler (who was probably 10 minutes early but too late for their flight, too).
I blame you for the red, puffy eyes I had from the tears of frustration I shed. I blame you for the way your agent made me feel so worthless and unimportant. I blame you for the tears my daughter shed because mommy and daddy were not home in time to see her before she went to bed for the night (she had been waiting all day for our arrival). I blame you for not putting the needs of your customers before the all-mighty dollar.
You’ve lost a customer, for good this time. You got your second chance with me. There will be no strike three. I won’t be back and I’ll be sure to spread the word to anyone who listens that American Airlines is not a customer friendly company. In the future, I’ll fly with an airline that may cost more but treats their customers with respect and compassion.
Because of your company’s incompetence, I’m sure you will soon be begging the government to bail you out like they have so many others because of the “economy”. Well, you and I both know it won’t because of the economy, but it will be because of your incompetence. Hopefully, the government will wise up and just walk away.
So long,
Tammy Gibson, unhappy flyer
P.S. It’s interesting that my bags were able to make the flight that I was not allowed to board. Maybe next time I should pay another $15 and I’ll be treated as important as my luggage!
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