Dear Mr. C W:

Thank you for contacting Customer Relations. I regret that your scheduled American Airlines flight was delayed. Please accept my sincere apology for the difficulties you encountered when you traveled with us. From your description it certainly sounds as if the experience was frustrating, and I am sorry to hear we did not provide the level of service you expect and deserve.

Furthermore, there is no question that the quality of food served on board our aircraft can either contribute to -- or detract from -- your overall enjoyment of a flight. I am sorry the meal we offered did not meet your expectations. Your disappointment is a cause of concern, and we appreciate your letting us know. We carefully monitor our food and beverage service, using a checklist that contains specifications for the amount, type and appearance of our food trays. When we are notified of inconsistencies, we work with the caterer to ensure that these deficiencies are not repeated. Surveys of customer reactions to our service, and observations such as yours, help us to identify problem areas and take appropriate corrective action.

Accordingly, the details of your experience have been documented and will be added to our report. Your feedback will be made available to our leaders for review and then utilized to make improvements to our service. Again, I am sorry for any inconvenience that this experience has caused you.

We are all working hard to ensure that every flight on American is enjoyable, and, again, I am sorry we disappointed you. Please travel with us again soon.



Sincerely,



Customer Relations
American Airlines