AA made an error which resulted in us not being able to take our vacation last week.
They admitted the error but said that since it was unintentional, they will do nothing. Advice appreciated as to next steps:
September 3, 2013
Dear Mrs.G:
Thank you for contacting Customer Relations. It is obvious that you are disappointed in us and we hope you will accept our sincere apology for what happened when you called our Reservations Office.
In order to provide our customers with outstanding service, our reservation personnel receive very specialized training and must complete recurrent training throughout their careers with American Airlines. That is why we are especially sorry to learn about the difficulty with your reservation. It is evident that a mistake was made: one keystroke to retain the reservation. However, we're confident that this oversight was unintentional. Under the circumstances, we are afraid we must respectfully decline to process compensation for your lost vacation.
Your comments about this situation are of great concern to us. We are constantly striving to improve our service and your comments will assist us in reaching that objective.
Mrs. G, thank you for taking the time to write to us. We hope you will give us the opportunity to better serve you in the future.
Sincerely,
Customer Relations
American Airlines
AA Ref#1-997539890
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MODERATOR NOTE
For additional information and followup reports from the OP, see:
Post #5
Post #69
Post #123
Post #155
Post #179 (resolution)
dstan
AA Forum Co-Moderator