Originally Posted by
jamesinclair
I wasn't upset with her, but the fact that nobody was empowered to override this restriction.
THIS! This is the problem with AA, as well as many other companies. The company does not empower front-end agents to handle situations that may arise. Sometimes this is due to giving them authority, sometimes it is due to the software provided. It is very unfortunate, and can give customers a very negative experience because someone higher up the chain does not recognize that this is an issue.
Typically, companies that do empower front-line employees to use their brain and help customers rank very high in customer service ratings. Whereas companies that do not do this tend to be towards the bottom of such rankings. Unfortunately, with the oligopoly that has been created with airlines in this country, airlines typically don't care about customer service as it really doesn't effect their bottom line since choice is so limited for customers.