F meals not catered on 1000 mile flight
Jun 7, 2019, 10:00 am
#91
Join Date: Aug 2012
Programs: AA PLT, SPG Gold
Posts: 2,405
I received a fast response from my complaint regarding no meal on my F flight and also the 2 hour delay which occurred prior to the no meal F flight.
They apologized for failing and applied miles to my account. They didn't specify or admit to the shortcomings in detail rather if it was the no meal or the 2 hr delay but it does seem they read the complaint and instead of blowing it off and responding with a copy/paste response and taking no action (which is what I fully expected to happen) they did the right thing at least for me and it restored my faith in AA. Having a bad experience dealing with any company can have a long lasting negative effect on the customer deciding to select to deal with the same company again in the future. There is always fine print somewhere that can be pointed to for a company to get around things and I am sure they could have pointed to no meals after 8pm or something but in my case they at least showed good faith in making it right. So now I went from being pretty upset from that flight and experience on AA to being treated fairly. It's all about customer service and now I am giving props to AA and looking forward to upcoming trips with them.
They apologized for failing and applied miles to my account. They didn't specify or admit to the shortcomings in detail rather if it was the no meal or the 2 hr delay but it does seem they read the complaint and instead of blowing it off and responding with a copy/paste response and taking no action (which is what I fully expected to happen) they did the right thing at least for me and it restored my faith in AA. Having a bad experience dealing with any company can have a long lasting negative effect on the customer deciding to select to deal with the same company again in the future. There is always fine print somewhere that can be pointed to for a company to get around things and I am sure they could have pointed to no meals after 8pm or something but in my case they at least showed good faith in making it right. So now I went from being pretty upset from that flight and experience on AA to being treated fairly. It's all about customer service and now I am giving props to AA and looking forward to upcoming trips with them.
And the aapologists here just crack me up. Aren't most of you the road warrior business types? If your client did as poorly as AA does for your company, would you not expect some kind of compensation? Yet no matter what AA messes up, major or minor, the aapologists are out in full force. It's hilarious.
Jun 7, 2019, 10:45 am
#92
Join Date: Apr 2015
Location: Southern California
Programs: AA EXPlat, 2.4MM; HHonors Diamond
Posts: 580
The CoC is only one part of this. A hotel does not explicitly state that they have running water. They merely state they have showers. If you checked in and they told you, "our T&C merely said we have showers, not that they would be usable", would that be acceptable? Yes, airline food sucks and yes it does not cost a lot. But neither do the raw ingredients at a fancy Michelin star restaurant. That doesn't mean an advertised and therefore expected service not being delivered is ok, merely because it is somehow buried in fine print.
Jun 7, 2019, 10:58 am
#93
Join Date: Nov 2007
Location: Los Angeles
Programs: AA LT Gold
Posts: 3,645
On business trips one is always running out of time. Making time to be able to eat something can be a challenge.
A 2 hour flight can mean 5 hours travel time, which, personally, is a long time with an empty stomach.
An expected F meal saves time and gives me piece of mind I won't starve before getting home.
I know there is Starbucks and CPK at the airport, I know there are cafes on the first floor of the building where my meeting is at, but sometimes there is just no time.
Jun 7, 2019, 12:34 pm
#94
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
I think the issue is not the $5.
On business trips one is always running out of time. Making time to be able to eat something can be a challenge.
A 2 hour flight can mean 5 hours travel time, which, personally, is a long time with an empty stomach.
An expected F meal saves time and gives me piece of mind I won't starve before getting home.
I know there is Starbucks and CPK at the airport, I know there are cafes on the first floor of the building where my meeting is at, but sometimes there is just no time.
On business trips one is always running out of time. Making time to be able to eat something can be a challenge.
A 2 hour flight can mean 5 hours travel time, which, personally, is a long time with an empty stomach.
An expected F meal saves time and gives me piece of mind I won't starve before getting home.
I know there is Starbucks and CPK at the airport, I know there are cafes on the first floor of the building where my meeting is at, but sometimes there is just no time.
Jun 7, 2019, 6:18 pm
#95
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,753
I think some people really need to stop trying to be a lawyer for AA on the forums and look at this through basic common sense. When an company promises something (in this case a meal) and does not deliver it, there needs to be some type of compensation (the amount/format can vary based on the consumer and what was missed by the company).
The point I'm trying to make here is that there's a difference between what AA (or any airline) is required to provide and what it may choose to provide in the interest of customer relations.
Jun 7, 2019, 6:28 pm
#96
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,753
Exactly my point. AA has no obligation to do anything in this situation, but may choose to in the interest of good customer service/relations. If there's an AA lurker here, hopefully s/he will see the benefit and pass the word up the chain.
Jun 7, 2019, 6:44 pm
#97
Join Date: Jan 2008
Posts: 468
Nice. Good on AA. It doesn't always go down like that, but it's nice when it does.
Exactly my point. AA has no obligation to do anything in this situation, but may choose to in the interest of good customer service/relations. If there's an AA lurker here, hopefully s/he will see the benefit and pass the word up the chain.
Exactly my point. AA has no obligation to do anything in this situation, but may choose to in the interest of good customer service/relations. If there's an AA lurker here, hopefully s/he will see the benefit and pass the word up the chain.
The only obligations come when facing a court order to do so. Everything else is voluntary until a pax chooses to litigate and wins.
Jun 8, 2019, 9:49 am
#98
Join Date: Oct 2007
Location: DCA
Programs: DL DM, AA EXP, various hotel
Posts: 2,227
At that rate, an airline isn’t under any obligation to do anything, including following provisions in the CoC. AA willfully violates the CoC on numerous occasions by closing the door early leaving paxs behind.
The only obligations come when facing a court order to do so. Everything else is voluntary until a pax chooses to litigate and wins.