Response to a complaint i filed

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September 22, 2012


Dear Mr. Austin Modern:

Thank you for giving us the opportunity to address the recent issues that have arisen in our operation.
Several factors have been affecting our aircraft availability, including elevated levels of pilot sick time and an increase in maintenance reports filed by our flight crews who have requested additional inspections. Our maintenance and engineering teams are responding appropriately to all reports filed by our flight crews. While some of these additional inspections may cause interruptions in our schedules, nothing is more important than running a safe and reliable operation.
And, importantly, we do not believe that these recent events should cause you any concerns about the safety of our airline. Safety is, and will continue to be, our highest priority, and no one at American is questioning normal maintenance write-ups as we must ensure that our safe operations continue each and every flight. However, for the past several days, we have seen unprecedented pilot maintenance write ups, many at the time of scheduled departure, which is having an impact on our operation.
To mitigate the impact on our customers, we are proactively reducing the rest of our September and October schedule by approximately one to two percent. These schedule adjustments will ensure we provide our customers with reliable service while minimizing any impact to their travel plans. We will be assisting those customers affected by these schedule adjustments.
Most flights will be unaffected by these schedule adjustments, and all fare rules for purchased tickets still apply - including refund and ticket change rules.
Please be assured that we are doing everything possible to maintain the service levels that you expect. Let us also reiterate how much we appreciate your business and value you as our customer, and we hope to have the opportunity to welcome you aboard soon.


Sincerely,
XXxXxxXxxx