Originally Posted by
cedric
But from my point of view when submitting a claim... makes no difference to me whether I get resolution tomorrow or in 6 weeks. The event has already occurred. I'm not going to fly AA/AS less because they take a longer to respond for post-travel support.
Let’s say you write to them because some flights or other partner activity didn’t post correctly and you are missing the status points that would put you at a higher level of elite status. Are you really okay with getting a resolution in six weeks, maybe after you could have gotten some upgrades on subsequent trips, gotten lounge access and earned some extra bonus miles?
(I agree that there are other customer service requests where timely resolution is not mission critical - my 2k redeemable miles for the 10k perk for example… but all these requests seem to go into the same queue)
Besides, to me it is just bad form to not respond to a customer service request in a timely fashion. Don’t call it customer care if you can’t be bothered to hire enough resources to do the caring.