My wife was flying Philadelphia to San Francisco and was forced to check a bag with her emergency medical supplies. This was partially her fault, as she should have advocated more for herself, but American's systems put her in a no-win situation.
I called disability services to address this and had the worst customer experience experience I've ever encountered. I was patronized, talked over and down to, and zero empathy or remorse was conveyed. I had to ask to speak to a manager, which I hate to do, and the manager was even worse.
It's not hard. If your customers have a bad time, you ask questions, take feedback, make apologies, and try to make things better. They made it worse. Now I get to spend $400 more to fly on an airline that dragged a bloody passenger off a plane because I can't trust American to take care of my wife.
Submitted May 25, 2021 at 06:03PM by HappyHourProfessor https://ift.tt/34iLtXW
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