American Airlines Doesn’t “Research Online Blogs”
In response to my first email regarding the Service Snafu at JFK, I got this:
October 31, 2007
Dear Ms. Schmidt:
We have received your email, however, because of company online security procedures, we do not engage in researching online blogs. However, your perspective has been noted. Ms. Schmidt, thank you for your interest.
Sincerely,
Roberto Silva
Customer Relations
American Airlines
This is an “outgoing only” email address. If you ‘reply’ to this message by simply selecting the reply button, we will not receive your additional comments. 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 http://www.aa.com/customerrelations.
Well, a big heapin’ huggy-wuggy dose of love to you too, Roboto.
Beats me how they/he/it could now my “perspective” since they didn’t read my post in my “online blog.” I’d sent them the link since their email contact form text block is so small. Hmmm…does this mean they read off-line blogs?
Yet another example of a BCC (Big Clueless Company) that just doesn’t grok the new world of electronic communications. I suggest they talk to Staybridge Suites (John Quarto-von Tivadar of GrokDotCom raving about their WOW! factor to 85,000 GrokDotCom readers) or Zappo’s. (Seth Godin talking about I Heart Zappos. Then Michele Miller chimes in, Now, I Heart Zappos Too. Both of these people have many, many readers, all of whom probably buy shoes at some point. All viral. All “on-line” All personal and human - not like Roboto.)
View the Blog Roll
November 5th, 2007 at 10:53 am
In other words, “how cute, you blogged, go away now.” Hopefully you have other options for travel in the future.
November 5th, 2007 at 11:23 am
What makes this really funny is that the email addresss is American.Alrines.wecaare@aa.com (of course, you can’t reply to the email.)
And then this:
November 1, 2007
Dear Ms. Schmidt:
We have received your most recent email and recognize your comments that you have sent a “hard copy” of your concerns/blog to our CEO. Upon receipt, we will follow up,
accordingly. Ms. Schmidt, thank you for your interest.
Sincerely,
Roberto Silva
Customer Relations
American Airlines
So, AA would rather work to turn what started out a mildly irritated customer into one who is wayyyy ticked off (”Wecaare” indeed.) Yeah, wait until I write the CEO before you pay any attention. That’s the ticket (or rather, the ticket I won’t be buying from AA anytime soon.)
Great (albeit sad) example of how saving money can lead to much greater customer problems (in this case, automated emails with responses generated based - I believe - on pattern and word recognition. “Wow! Look at all the money customer service saved this year with that automation!”)
I’ll be writing a longer post re what AA should do. Perhaps I should include a consulting invoice with that hard copy to the CEO, heh?
November 5th, 2007 at 5:49 pm
Send them a snail mail letter detailing the specific issue and that you want a free round trip ticket in compensation. They will not give you that but you will get a chunk of FF miles.
The fact that they are social media clueless. I can’t help with that.
November 5th, 2007 at 5:55 pm
Mary,
I found out about this issue with American Airlines through the Final Embrace blog by Tim Totten. I would say Outrageous, but nothing huge corporate America does surprises me. They sure do need to get a grip and hire folks that know what customer service is all about!
Keep airing THEIR dirty laundry!
Robin Richter
Creative Memories Consultant
www.mycmsite.com/robinrichter
November 5th, 2007 at 8:53 pm
Mary-
Great blog on the “big guys” playing it slow again in the new digital age. This highlights the abilities of the small business to me.
Now that the world is smaller (we can compete globally!) for the small business, the larger companies are going to be forced to recognize the niche markets that the small businesses control.
I believe time will offer two options for these types of “customer service” responses from larger companies - (1) get “wooped” (sp?) on customer service from the small business and eventually leave the marketplace, or (2) create strategic partnerships with the smaller businesses that are able to respond timely and with greater effect. (maybe a small business focused on subcontracting their customer service expertise to larger companies is in the works?!)
Great insight ( -jab- take that AA!)
Thanks, Jason
December 13th, 2007 at 4:20 pm
n the past one month American Airlines has lost the luggage of two people I know, plus my own. Three different flights, three different days, three different lost baggage claim reports, and still no baggage. None of us have seem a dime yet for items up to 2,000 dollars. They are rude and unhelpful. All of us flew from Houston to New York La Guardia through Chicago. I am seriously warning whomever reads this not to fly American Airlines. They have the cheapest ticket rates out there right now, and this is why. They are a horrible airline with absolutely horrible, heartless, unhelpful and most of the time unattainable customer service. Something should be done.
January 2nd, 2008 at 8:54 am
[…] that when I email you, I get a response from a live person to whom I can respond in turn (something American Airlines just can’t grok.) I’m a loyal customer. I recommend you to others. BUT, please stop calling me. No matter how […]
January 2nd, 2008 at 8:57 am
Well, at least they didn’t lose my luggage (just held it hostage so I had to pay the fee.)
Now, Am Ex is saying the charge is valid because I approved it (See above re “hostage.”)
I’ve written the AA CEO so we’ll see.
*Sigh*
January 23rd, 2008 at 9:22 am
[…] then there’s American Airlines. They can’t be bothered to respond to my emails re a problem - but they have no problem with […]
January 28th, 2008 at 1:28 pm
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