12,963 comments posted · 60 followers · following 14
Date: Tue, Sep 20, 2022 at 5:57 PM
Subject: Re: Your Response From American Airlines
After carefully reviewing your response, I am declining the credit.
I respectfully request that you donate the credit to any fund that you may have helping soldiers or disabled veterans travel.
My next step will be to file a complaint with the Department of Transportation.
After this experience, it is unlikely that I will place my dignity or safety in American Airlines' hands again. I have no quarrel or concerns with the cabin staff, or flight crews. They have all been outstanding. My issues are with operations and customer service.
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On Tue, Sep 20, 2022 at 4:28 PM <AmericanAirlinesCustomerRelations@aa.com> wrote:
September 20, 2022
Thank you for contacting Customer Relations. I am happy to respond to your inquiry regarding your recent travel experience.
First and foremost please accept my apology for the flight disruption you recently encountered on your trip to Norfolk on August 21, 2022 and back to Portland on August 27, 2022. I can certainly understand the frustration and inconvenience caused to have delayed flights, to miss connecting flights and to arrive without your baggage. I don't blame you for being upset.
As a tangible apology, I've made arrangements for a Trip Credit to be sent to you via separate email to use towards the purchase of a ticket for travel on American Airlines or American Eagle® within one year from the date of issue, unless otherwise listed.
While a Trip Credit is nontransferable and cannot be sold or bartered, it may be used to buy a ticket for anyone. It may also be helpful to know that although the Trip Credit must be applied towards a ticket prior to expiring, travel can extend past the expiration date. All applicable terms and conditions can be viewed by clicking here.
Mr. Heim, we value your continued AAdvantage® loyalty and look forward to rebuilding your confidence in our service. We hope you'll give us the opportunity to provide you with a better travel experience!
Your opinion matters to us! We invite you to share your overall experience in this quick one minute survey. Click here for the survey. We appreciate your time and valuable feedback.
The information in this email is confidential and is intended solely for the addressee(s); access to anyone else is unauthorized. If this message has been sent to you in error, do not review, disseminate, distribute or copy it. If you are not the intended recipient, please delete this email from your email system.
If your comments are related to American Airlines service to, from, or in the United Kingdom and we have reached an impasse in terms of resolving your complaint, please know that we are obligated by the Civil Aviation Authority (CAA) to inform you that you may contact a CAA-approved Alternative Dispute Resolution (ADR) provider competent to deal with airline service complaints. American Airlines, however, does not participate with an ADR in resolving disputes.