Dear AA management. As a frequent flying passenger, and a long time satisfied customer, I am truly saddened that I ‘have to do this’. I was supposed to fly on Oct. 20 [2007], the flight which I have cancelled a head of time, in order not to lose the entire ticket as a “no show”. On Fri Nov. 9 [2007] I called up American Airlines and made the following changes: Dallas – JFK – Zurich, a stop over in Zurich (for three weeks) until Dec. 4 [2007]. I specifically asked the attendant on the phone if I am allowed on the CURRENT ticket to make a stop over in Zurich, she said YES, I am allowed, “So How much would be my total charges”? 50$ She said. I asked again: Is this the total? Yes, she replied. On Nov. 12 [2007, at around 9:00 AM] I visited the AA desk in Houston [IAH airport], TX, they wanted to sell me a no-so-cheap-ticket from Houston to Dallas [in order to continue on Dallas-JFK-Zurich, etc.], again I asked How much would be my total fair, he replies: 50$ dollars plus the ticket Houston-Dallas, at the end I decided to go by car from Houston to Dallas. On Nov. 13 [2007] I check in at AA [Dallas, TX at around 9:30 AM], the attendant tells me [the same thing] that I have to pay 50 dollars, so I paid, I checked in, all is fine. At the gate, around 20 minutes before boarding time, approximately. at [11:20], I hear my name announced to come to the counter, an American Airlines representative by the name of: ‘Giovi Ramachandran’ tells me, I should pay around 700-800 dollars… if I would like to go on the flight… I was stunned, but on to top of it, he even had an attitude, [listen to this...] as IF I am supposed to “know” that I should pay… I told him I was told ONLY about a “fifty dollars” penalty. Giovi: “I don’t believe you…, and you will not get on this plane!” [At his surprisingly rude, obnoxious and horrible answer it did cross my mind to create a scene, but I managed to hold myself back...]. Me: If I would have known, or if I would have been told on Friday otherwise, I would NOT have made the current reservation. Again in front of many passengers: Giovi: “No!, You knew”… Me: “How dare you? Are you making me for a “liar”??? Me: If you don’t let me on the plain unless I pay… I am willing to give up the ’stop over in Zurich’, see what you can do. After 20 minutes they let me on the flight, but without a stop over, which I was entitled according to the (mis?)information I got, leading up to 20 min. before the flight. In other words,two very negative just “occurred”: 1) American Airlines “malfunctioning”, or shall I say: Inaccurate service. 2) A terrible behavior by: ‘Giovi Ramachandran’. P.S. If AA employs such “extraordinary” people that claim to “know” things that are not even known to the individuals who are supposed to know… How about employing this “nice person”: Mr. Ramachandran as a fortune teller, or Why can’t he have a hotline of “what tomorrow’s winning lottery number is going to be?” ________ Sincerely, …American Airlines disservice rare case Or Who’s that despicable: Giovi (Govi) Ramachandran?
November 13 2007
Follow up:—– Original Message —-
From: American Airlines <AmericanAirlines.wecaare001@aa.com>
To: “americanairlines2007@yahoo.com” <americanairlines2007@yahoo.com>
Sent: Thursday, November 15, 2007 4:09:57 PM
Subject: R2007/11-19118-00253-001-00November 15, 2007
Dear Mr. L.:
We let you down — we are sorry. We, too, are disappointed after learning the details
of your recent experience with us in Dallas/Fort Worth.
At American Airlines we are committed to providing a truly enjoyable travel experience
and a warm, courteous attitude on the part of our employees is the key. That is why
your email is so disheartening. We did not afford you with friendly customer service
and we apologize. Your comments are important and serve as a significant tool in
helping to maintain our
standards of excellence.
Your ticket does allow for the stopover. Unfortunately, when the airport agent
checked with our tariff department – which is standard procedure for an international
ticket change – they were incorrectly informed that an additional collection in fare
was due. While the demeanor was not professional, the agent was only upholding
information that they believed to be true. I am sorry for the experience. Rest
assured the issue will be addressed with both the tariff agent and the airport agent.
Thank you for keeping us informed. If we don’t know about a problem, we can’t fix it.
Please travel with us again soon and give us an opportunity to earn back your respect.
Sincerely,
Tawnya M. Hendricks
Customer Relations
American Airlines
This is an “outgoing only” email address. If you ‘reply’ to this message by
simply selecting the reply
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Please assist us in providing you with a timely response to any feedback you have
for us by always sending us your email messages via AA.com at
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_________________
Thanks for your response.
1) What’s your plan on crediting me after being denied the stop-over which I was entitled to?
2) How are you planning on fixing the low-class horrific behavior of that Mr.Govi Ramachandran?
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November 15, 2007
Dear Mr. L:
Thank you for your follow up.
Your ticket price is applicable to the itinerary that you flew. Since
a change was
not made, an additional collection was not made. We will not agree to
extend a
credit.
While I can certainly understand your desire for specific feedback
regarding
disciplinary action taken, we’ve made it a strict policy not to share
internal
information or documents pertaining to our personnel.
Nevertheless, while it is our policy not to share details regarding
possible punitive
actions taken with our employees as a result of customer concerns, I
want to assure
you of our determination to use such information constructively to
improve our
service. Policies and procedures are a necessary part of our
operation, however, we
expect our employees to apply these policies and procedures with the
utmost courtesy
and professionalism – rudeness or unwillingness to assist a customer
will not be
tolerated|
Mr. L, it was not our intention to diminish the enjoyment of
your trip, and I
am sorry you feel otherwise. Still, we do not agree that compensation
is warranted
since the transportation you paid for was provided. We hope you will
understand the
reasons for our decision and continue to travel with us.
Sincerely,
Tawnya M. Hendricks
Customer Relations
American Airlines
_________________
That means you are only about using words, How do you ecknowledge that I have been WRONGED by you and your Mr.Govi Ramachandran?
I have at least a right in going on in “spreading the word” even further, to make THIS more google-able.
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