<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by normcpa:
I felt very uncomfortable hearing the call because it reminded me of pre-9/11 situations in which I had family emergencies for which AA always made accommodations for me based on my Platinum and long-time customer status. It distresses me that things have come to this.
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Perhaps if you stopped eavesdropping you'd find fewer reasons to be distressed.
As a Plat buying discount tickets, this man is in no way an important part of AA's revenue stream - just a drop in the bucket. He's free to threaten to "take his business elsewhere" but when has that tactic ever worked with a customer service agent of any type. It's an empty threat that simply escalates emotions.
Personally, the most distressing part of this post to me is that the birth of his grandchild isn't worth $300 to him. What a cheapskate.