Originally Posted by JDiver

The original idea ("SOS" certificate) was a certificate that 1) allowed passengers to memorialize their positive feedback in an easy way (for many it is easier to write it down and hand the resulting chit to someone,) and 2) allow the recipient an opportunity to "spend" the chit (company store, etc.) and receive significant value for it - a genuine incentive for exemplary customer service.

AA did away with the entire idea for a while, and though I do not know if contacts from unhappy passengers changed anything, AA finally came out with the current poor excuse for an SOS cert, which employees can enter into a periodic drawing for 20,000 AAdvantage miles.

AAmazing how the AA management lined their virtual pockets with bonuses, and killed one of the few incentives for good customer service! Doesn't that kind of incompetence call for a TARP-funded bonus in the financial industry? Do they offer a minor in "Stupid" in business school?