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).
Well, respectfully, that's all well and good, but there was nothing inherently wrong with the reply, IMHO. That it happened to use the identical wording to address another customer's (identical) complaint is kind of irrelevant in my view.
When a customer gets a robo-reply that has little to do with the complaint, THAT'S a reason to be miffed.