Location: Palm Beach, FL/Hungary 2MM AA EXP, CO GOLD, Kempinski PC, Hilton Gold
Posts: 218
AA's view on what they sell -Transportation Only! AMAZING
In response to my letter complaining that 2 screaming kids used first class as a playground, hit my wife, jumped between seats, disregarded seat belt signs, and ruined a flight for 2 revenue First Class passengers who are both EXP's I received this. At least we all now know where the passenger stands.
January 6, 2009
Dear XYZ:
Thank you for contacting Customer Relations via AA.com. We were very sorry to learn of your and your wife's disappointing experience when traveling with us on December XX.
We do not want to infringe upon the rights of anyone, and we try to ensure you are not subjected to uncomfortable situations by other passengers. Unfortunately, as in any public gathering, there may be occasions when a conflict arises between people or when one individual's actions bother another. Frankly, children will be children and I am sorry that the parents in this case were unable to control the situation better. However, since it is not our role to "choose sides," there may be a limit to what our crews can do to improve behavior that is perceived as a nuisance. In the face of any serious disturbance, our crews are trained to diffuse potentially volatile situations so as to ensure the safety and well-being of all our customers and crew members.
While we can appreciate your request for an adjustment of your ticket cost in light of your disappointment, we must respectfully decline. Although we have high service standards, basically our product is transportation. While some elements of a particular flight may be unsatisfactory, we do not routinely provide compensation when transportation is provided. It would be an exceptional situation in any business to give a refund or an adjustment on the price when the entire product is used.
Still, I am truly sorry our inflight personnel were not more successful in ensuring your trip was pleasant and hassle-free. We have shared your comments with those on board and are looking for ways to better handle such difficulties in the future. Thank you for bringing your concerns to our attention.
Mr. XYZ, we are committed to providing the highest quality service in the industry. Although I know you and your wife were disappointed on this occasion, please do not think that we have lowered our standards in any way.We will always work hard to fulfill your expectations -- and ours.
It would seem that, when you talked to the parents about controlling their kids it didn't have much effect. Do you think that the FAs would have had much more of an impact?
Location: Palm Beach, FL/Hungary 2MM AA EXP, CO GOLD, Kempinski PC, Hilton Gold
Posts: 218
Can you imagine if a teen or adult struck another passenger? Many passengers spoke to the parents, some blew up, but they ignored everyone. The FA's told us to write and agreed with all the other passengers.
Can you imagine if a teen or adult struck another passenger? Many passengers spoke to the parents, some blew up, but they ignored everyone. The FA's told us to write and agreed with all the other passengers.
My point, exactly. If the parents were not going to listen to anyone, what else could/should the airline have done to ameliorate the situation in flight? I completely agree that the situation sucks, but I'm not sure how the airline is to be held responsible in this case?
In the extreme, I guess one could press charges for the assault, as would be done if it were an adult. This would be held against the parents, and the threat of such might have helped them take heed of the comments of fellow passengers.
This is indeed a sticky situation. If I were the FA I think I would lose my temper quickly and tell the kids to sit down myself. If they didn't comply I'd make up something about them trying to gain access to the cockpit and force them to sit.
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The poorest guy in F. Thanks, Flyertalk!
What was AA to do. Land at the nearest airport and kick the parents and kids to the curb. And in reality, AA is in the business of transportation. Getting you from point A to point B. We at FT would rather that be in a F/J seat but stupid people with out of control kids are unfortunately part of our society and therefore at times part of the travel experience. The only exception to this may have been the Captain coming out of the cockpit and having a "word" with the parents as children out of control is a safety issue.
If it had been me, the New York attitude in me would have come gushing out towards the idiotic parents. I would have made it my life mission at that point in time to get those parents to accept responsibility for their little monsters.
Programs: AA EXP 1MM, Silver CO, BA Blue, Silver MR, Gold SPG
Posts: 2,871
I see both sides...
Sorry for the OP to have to have gone through that. I would have been pissed. It sounds like the situation was out of hand and the parents were just being jerks, no wonder the kids behaved like that.
Short of you slapping the children or parents, not much would get them to calm down.
Truly a bad experience.
But, AA is an airline, and they provide transportation and not much else. Even in first. That should not come as a surprise to us, despite what their marketing materials may claim.
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What did AA say when you called them BEFORE you posted?
Programs: AA Gold, *wood Gold, Hilton Honors Silver
Posts: 780
I'm so sorry you experienced that situation and got such a lame response from AA. I am disappointed.
There's a spirited thread right now on the BA forum about "babies on board" after a mother, husband and nanny did nothing about upset child(ren).
I asked this question last night there and will here particularly after hearing it was brought to the FA and the parents' attention (it wasn't in the particular case on the BA thread). What can a good FA do when crying/squalling baby or rambunctious out of control toddlers is ruining the cabin experience in F, J or Y and do they tend to be more proactive in J or Y. And is it true AF limits babies on board in J or F?
Thankfully I've not had an hours-long hell in the air situation but obviously had it on terra firma. I *might* have been known to say to a child whose parents won't do anything about bad behavior that I'm going to report them to Santa Claus.......
And in these "hypothetical situations," the children's eyes might get big and they might start acting better. Obviously doesn't work well with an infant.
In response to my letter complaining that 2 screaming kids used first class as a playground, hit my wife, jumped between seats, disregarded seat belt signs, and ruined a flight for 2 revenue First Class passengers who are both EXP's I received this. At least we all now know where the passenger stands.
Copied from op initial message. Doesn't this now become a safety issue (bolded phrase) and now fall within the "disobeying a fa" "rules" and now become aa's problem. For example, a small child unbuckled can get seriously injured in extreme turbulence.
In response to my letter complaining that 2 screaming kids used first class as a playground, hit my wife, jumped between seats, disregarded seat belt signs, and ruined a flight for 2 revenue First Class passengers who are both EXP's I received this. At least we all now know where the passenger stands.
Copied from op initial message. Doesn't this now become a safety issue (bolded phrase) and now fall within the "disobeying a fa" "rules" and now become aa's problem. For example, a small child unbuckled can get seriously injured in extreme turbulence.
From the tone of the OP it's possible that some hyperbole may be involved. Just my opinion.
Although I know you and your wife were disappointed on this occasion, please do not think that we have lowered our standards in any way.We will always work hard to fulfill your expectations -- and ours.
