Email AA or send them an old-fashioned letter?
Jun 8, 2013, 3:31 pm
#1
Original Poster
Join Date: Jun 2000
Location: SAN
Posts: 887
Email AA or send them an old-fashioned letter?
I am lowly Gold on AA. I would like to complain to AA about a flight I just had.
Should I email or should I write a letter. Is a letter treated with more gravitas?
Should I email or should I write a letter. Is a letter treated with more gravitas?
Jun 8, 2013, 3:39 pm
#2
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 7,487
Send them a msg through the customer relations link on the web site. It will request all pertinent information they need (I.E. ticket number, pnr, etc.), and once you send your msg it will auto reply with a ref number which you will have while you wait for them to respond.
Jun 8, 2013, 3:40 pm
#3
Join Date: Jul 2011
Location: North America
Posts: 2,265
Email them. I feel it has a greater chance of landing in the right place. They can take up to a month to get back to you but IME they do send a thorough reply once they do respond.
Jun 8, 2013, 5:30 pm
#4
Original Member
Join Date: May 1998
Location: Austin TX
Programs: AA PLT, ICH Plat
Posts: 1,965
Where is the dividing line between when email is more effective and when to use snail mail?
Jun 8, 2013, 5:59 pm
#5
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
There is never a dividing line. The web form is always better and more effective.
When you send an email, it gets forwarded into the complaints database. When you send snail mail, it gets scanned into the complaints database. And, in each case, someone has to manually look up the information which the web form collects and pulls up for the CSR reviewing the complaint.
All of this a longer way of saying that neither email nor a printed letter gets more attention and either of those will take longer just because they sit around waiting for someone to do what the web form does immediately.
On the other hand, if you have money to waste and want to help out our debt-ridden postal system, by all means send a certified letter.
When you send an email, it gets forwarded into the complaints database. When you send snail mail, it gets scanned into the complaints database. And, in each case, someone has to manually look up the information which the web form collects and pulls up for the CSR reviewing the complaint.
All of this a longer way of saying that neither email nor a printed letter gets more attention and either of those will take longer just because they sit around waiting for someone to do what the web form does immediately.
On the other hand, if you have money to waste and want to help out our debt-ridden postal system, by all means send a certified letter.
Jun 8, 2013, 7:29 pm
#6
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
Would you care to share the issue here?