Help Me Design a Test To See if AA Truly Reads their Complaints
Aug 28, 2015, 1:48 pm
#31
Join Date: May 2004
Location: DFW-In Plano & CDG-In the 11th
Programs: DL Diamond, AA revenue negative, Bonvoy Titanium +, Avis likes me
Posts: 3,209
AAG flies 500m pax per year.
If 2.5% of those people write in (which is not an altogether high number based on my experiences - and frankly, if people here are writing in 3 times a year they would need to be flying 120 segments annually to hit that ratio, which seems reasonable), you're looking at 35k messages daily and 12.5million annually.
You would need an army to be able to handle that kind of volume without computerized help.
When I have had significant feedback that I wanted heard regarding the LAX station, I emailed the LAX Premium Services manager, who I know personally.
He called me back the next day, apologized, and let me know the issue would be addressed.
If 2.5% of those people write in (which is not an altogether high number based on my experiences - and frankly, if people here are writing in 3 times a year they would need to be flying 120 segments annually to hit that ratio, which seems reasonable), you're looking at 35k messages daily and 12.5million annually.
You would need an army to be able to handle that kind of volume without computerized help.
When I have had significant feedback that I wanted heard regarding the LAX station, I emailed the LAX Premium Services manager, who I know personally.
He called me back the next day, apologized, and let me know the issue would be addressed.
I'm happy for YOU, but do you perhaps have any ideas for those of us who are not as well connected?
Aug 29, 2015, 6:24 am
#32
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Join Date: May 2013
Location: NYC
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Aug 29, 2015, 11:33 am
#33
Join Date: Jul 2010
Location: NYC, SLC, LAX
Programs: AA EXP, UA Plat
Posts: 3,951
I've ran a customer service team before and it is truly difficult to have a system where a single complaint can lead to a policy change.
Aug 29, 2015, 8:13 pm
#36
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Posts: 27,730
Aug 29, 2015, 8:43 pm
#37
Join Date: Mar 2015
Posts: 1,620
I have consistently sent in complaints regarding First Class Food Quality and each time I write that I DO NOT WANT MILES!!!!!!!
Each time I get a canned response and MILES!
I do not want to be labeled a problem passenger who is just trying to get miles out of the airline, hence why i always write that I DO NOT WANT MILES, yet it seems that my complaints either fall on deaf ears or AA is unable to circumvent the process of awarding miles as a form of compensation.
Either way it is annoying, not unexpected, but annoying. If only American were like Costco, now that would be pretty awesome. The few times I have complained to Costco, someone has taken ownership of the problem and fixed the issue to my satisfaction if not surpassing my satisfaction.
Each time I get a canned response and MILES!
I do not want to be labeled a problem passenger who is just trying to get miles out of the airline, hence why i always write that I DO NOT WANT MILES, yet it seems that my complaints either fall on deaf ears or AA is unable to circumvent the process of awarding miles as a form of compensation.
Either way it is annoying, not unexpected, but annoying. If only American were like Costco, now that would be pretty awesome. The few times I have complained to Costco, someone has taken ownership of the problem and fixed the issue to my satisfaction if not surpassing my satisfaction.
Aug 29, 2015, 9:15 pm
#39
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Original Poster
Join Date: Feb 2007
Posts: 1,273
This is the unequivocal proof that AA does not read all its complaints.
It hit me after re-reading my initial posts. In all my complaints I say like kmersh, "I DO NOT WANT MILES" in big caps at the start of the email.
No human would read that and then send me miles.
Case solved.
Aug 29, 2015, 9:26 pm
#40
Join Date: Jul 2010
Location: SFO
Programs: AA EXP
Posts: 5,270
But if you think you've found whatever it is you were trying to find, then more power to you.
Aug 30, 2015, 8:31 am
#41
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Original Poster
Join Date: Feb 2007
Posts: 1,273
"I DO NOT WANT MILES. What I want and will only accept instead is a clear explanation how this happened and how I can stop it happening in the future."
So its clear no agent reading that will send me miles.
Aug 30, 2015, 9:07 am
#42
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I should have stated my complete sentences I use in my complaints. It is the very first few sentence and is:
"I DO NOT WANT MILES. What I want and will only accept instead is a clear explanation how this happened and how I can stop it happening in the future."
So its clear no agent reading that will send me miles.
"I DO NOT WANT MILES. What I want and will only accept instead is a clear explanation how this happened and how I can stop it happening in the future."
So its clear no agent reading that will send me miles.
The apparent action needed to get attention is to submit the complaint and then reply when the response is non-sense. Short of knowing someone in the company, that appears to work the best.
Aug 30, 2015, 2:46 pm
#43
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Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
AA will not make changes they see as expensive or unnecessary. True to form once the MIA and JFK ACs get busy the WiFi connection becomes slow. AA could upgrade the service but sees no financial justification. Welcome to the world of big business. Even look at Spirit-the king of consumer complaints but yet they are a darling of Wall Street-not that you would ever catch a Wall Streeter within a mile of a Spirit flight.