Email AA or send them an old-fashioned letter?

Old Jun 8, 13, 4:31 pm
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Join Date: Jun 2000
Location: SAN
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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?
emaij is offline  
Old Jun 8, 13, 4:39 pm
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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.
dw is offline  
Old Jun 8, 13, 4:40 pm
Join Date: Jul 2011
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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.
CodeAdam10 is offline  
Old Jun 8, 13, 6:30 pm
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Where is the dividing line between when email is more effective and when to use snail mail?
alhcfp is offline  
Old Jun 8, 13, 6:59 pm
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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.
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Old Jun 8, 13, 8:29 pm
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Would you care to share the issue here?
mvoight is offline  

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