Originally Posted by
nycua1k
In some respect, I almost prefer the formal/regimented/unyielding process at AA that you're alleging (not that I had any experience with it since I've been a slave to UA) than the discretionary/arbitrary process or system at UA. At least I'll know what to expect with AA's system where, supposedly, there is little room to insert one's discretion. As one learns in Busines School or even through common sense, when comes to customer services, there is nothing more that will piss your client off when you promised something but failed to deliver or that you apply your rules in a capricious and arbitrary manner. Unfortunately, I see that more frequently at UA (at least domestically but less so overseas) than any other airlines.
I hate to say it but this is kind of what I like too with AA. You know exactly where you stand. Kind of like Miss Smith in first grade. Unyielding but consistent. But to tell the truth it is nicer in reality to be able to smile and be nice, and get the agent to go above and beyond for you when they have just told a nasty piece of work in front of you to get lost. And rightly so. Even better when they use great style and the guy doesn't even know he's just lost big time, is stuck with a large hotel bill and a flight in 24 hours, when you get a free hotel and the first flight out in the morning. That Miss Smith training coming in again.
