Finger Wagging Gate Agent
Jun 7, 2000, 11:55 pm
#16
Join Date: Apr 1999
Location: Oak Park, IL
Programs: AA 2 MM LIfetime Platinum, SPG Platinum, Hilton Silver, BA
Posts: 3,585
On my recent return from Mexico, AA failed to load 70 pieces of luggage on the connecting flight from Dallas to Chicago. People were waiting and asking the customer service desk and people were not dealt with well, and only after a VERY long wait were we told that the luggage was on the NEXT flight. So we all waited an extra hour. So what dept gets the letter. I usually fax my letters, but an e-mail address will do fine as well. Thanks.
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DtG
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DtG
Jun 8, 2000, 11:52 am
#17
Join Date: May 2000
Location: Nashville, TN,USA
Posts: 154
When in doubt write [email protected]. Your complaint will filter down.
Jun 8, 2000, 6:28 pm
#18
Original Poster
Join Date: Mar 2000
Location: Charlotte, NC
Programs: Lifetime Plat AA, Starwood Plat 100, Hilton Diamond
Posts: 585
to EA/AA/FA
Thanks for the suggestion. It beats writing and mailing.
Jim
Thanks for the suggestion. It beats writing and mailing.
Jim
Jun 10, 2000, 1:05 am
#20
Join Date: May 2000
Location: Raleigh, NC USA
Posts: 290
Okay..I said I wasn't going to post until I cooled off but I have to put in my two cents.
No one has mentioned the Exc VP of customer service, Dan Garton. Someone needs to write to him about lousy customer service. It's HIS job. Just don't call and yell at me.
[This message has been edited by RDURES1 (edited 06-10-2000).]
No one has mentioned the Exc VP of customer service, Dan Garton. Someone needs to write to him about lousy customer service. It's HIS job. Just don't call and yell at me.
[This message has been edited by RDURES1 (edited 06-10-2000).]
Jun 10, 2000, 9:05 am
#21
Join Date: May 2000
Location: Nashville, TN,USA
Posts: 154
I keep forgetting about him!
[email protected]
Be as specific as possible. Names, dates, gate number, airport, etc.
[email protected]
Be as specific as possible. Names, dates, gate number, airport, etc.
Jun 10, 2000, 6:41 pm
#22
Join Date: Jun 2000
Location: New York, NY
Posts: 35
E-mail! What a great way to send off complaints! Sure beats licking all those envelopes. I feel like Susan from Seinfeld with all the complaint letters I send out! 
(Actually, I only send a letter if I'm truly annoyed/upset/ticked off. Most of my letters are complements.)
(Actually, I only send a letter if I'm truly annoyed/upset/ticked off. Most of my letters are complements.)
Aug 7, 2000, 6:01 pm
#23
Original Poster
Join Date: Mar 2000
Location: Charlotte, NC
Programs: Lifetime Plat AA, Starwood Plat 100, Hilton Diamond
Posts: 585
Just an update. My emailed complaint to Mike Gunn has gone unanswered for nearly 60 days now.
Aug 7, 2000, 6:53 pm
#24
Join Date: Jun 2000
Location: DFW, 3.5 MM, AA EXP, LIFETIME PLATINUM, MARRIOTT LIFETIME PLATINUM, STARWOOD AMBASSADOR 223 NIGHTS, AND LIFETIME GOLD, HILTON DIAMOND, NATIONAL EXECUTIVE ELITE
Posts: 5,847
I thought part of the Customers First Plan stated all complaints would be answered within 60 days. There really is no excuse for this.
Try an email via website to Customer Service or call your top tier phone #. It has been my experience the people at the 800 # have been told to pass along these comments to Exec. Office - Customer Rela. Just a thought.
Try an email via website to Customer Service or call your top tier phone #. It has been my experience the people at the 800 # have been told to pass along these comments to Exec. Office - Customer Rela. Just a thought.
Aug 8, 2000, 5:07 pm
#25
Join Date: Sep 1999
Location: Where the West begins !
Posts: 987
I tend to agree with freeupgrade. There is no excuse for not receiving a response, favorable or unfavorable to the situation. And I think all carriers have committed themselves to do a bettr job in this area.
Just recently, Comsumer Relations has established their own E-mail address. This is where I would send my issues. There it is catalogued for tracking. I hope someone will listen to you, and respond.
Just recently, Comsumer Relations has established their own E-mail address. This is where I would send my issues. There it is catalogued for tracking. I hope someone will listen to you, and respond.
Aug 9, 2000, 9:02 am
#26
Join Date: Feb 2000
Location: Columbia, SC
Programs: a little here, a little there
Posts: 1,443
On 7/17 I emailed Mr. Gunn, and had a response from his delegate on 7/21. Not the ideal response, but at least they got back to me!
Aug 10, 2000, 1:57 pm
#27
Join Date: Aug 2000
Location: brooklyn, ny 11201
Posts: 329
i second johnndor - i recently got a response from gunn's deputies within 24 hours
jim90068's note must have fallen through the cracks somehow
who do you think reads gunn's email for him? he has to have another secret email address now that we all know the [email protected] one that he actually reads...
jim90068's note must have fallen through the cracks somehow
who do you think reads gunn's email for him? he has to have another secret email address now that we all know the [email protected] one that he actually reads...
Aug 10, 2000, 3:30 pm
#28
Original Poster
Join Date: Mar 2000
Location: Charlotte, NC
Programs: Lifetime Plat AA, Starwood Plat 100, Hilton Diamond
Posts: 585
FYI, on Aug 9 I re-sent my complaint by email to Gunn and Garton. I'll let you know when or if I get a response.
Aug 10, 2000, 7:07 pm
#29
Join Date: May 2000
Posts: 40
Yes, employees hear about it when it a letter gets sent, no matter to whom it's sent to. Dan Garton isn't VP of Customer Service...Tom DeValle is. Anyways, just write letters when things go that bad, and just need date/flight number...they know who was there.