Originally Posted by
DenverBrian
Which is abysmal customer service. Instead of ensuring that processes are in place to make this supposed enhancement flawless, AA relies on the clunky processes of making customers complain, provide receipts, and then wait for a refund, knowing that a large percentage of fliers will never do so.
Please tell me you are not surprised by management's refusal / reluctance / inability to ensure that a procedure or policy is being properly implemented.