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Old Nov 23, 2015 | 5:26 pm
  #22  
knit-in
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Originally Posted by TheTakeOffRush
Respectfully, I disagree.

What matters most is how AA's response makes the OP feel/think about future business with AA. Gold standard customer service demands AA demonstrate they understand OP's beef and its significance to him, take ownership and apologize for the failing, and make a reasonable and practical gesture to keep/earn his future business. Bonus if they include a human/non-robo-worded intention to investigate and correct the staff behavior (though this relies on OP's good faith).
I agree with you. However, how AA deals with the complaint is not within the customers' control. Giving honest, straightforward feedback is the best we can do. How the company treats it will eventually reflect on how much they value it.
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