Amusing response from AA customer disservice
Aug 18, 23, 3:06 am
#1
Original Poster
Join Date: Jan 2014
Location: BOGish. VLCish. It's complicated.
Programs: BA
Posts: 496
Amusing response from AA customer disservice
After spending over 3 hours "chatting" to 6 (maybe, I’ve lost count at this point) agents in their dreadful app, first trying to get my reservation ticketed, and then trying to get the duplicate charges on my credit card reversed, I finally cracked and sent a note to customer services, outlining in detail what had happened and what I needed, viz a refund on the duplicate charges and, preferably, agents who knew how to do their job properly.
I got a response saying they were so disappointed I'd had a terrible experience and they'd try to do better next time as ever interaction was important to them.
So important, in fact, that the main point of my note -- undo these duplicate charges -- was totally ignored.
WTG, AA.
I got a response saying they were so disappointed I'd had a terrible experience and they'd try to do better next time as ever interaction was important to them.
So important, in fact, that the main point of my note -- undo these duplicate charges -- was totally ignored.
WTG, AA.
Aug 18, 23, 3:26 am
#2
FlyerTalk Evangelist
Join Date: Apr 2009
Location: Bye Delta
Programs: AA EXP, HH Diamond, IHG Plat, Hyatt Plat, SPG Gold, MR Gold, Nat'l Exec Elite, Avis Presidents Club
Posts: 16,182
What was the name on the response? You might have gotten the auto-responder bot they use to try and make most people go away without talking to a human.
Gemma Flint bot was recently replaced with Cathy Garcia bot.
Gemma Flint bot was recently replaced with Cathy Garcia bot.
Aug 18, 23, 3:38 am
#3
Original Poster
Join Date: Jan 2014
Location: BOGish. VLCish. It's complicated.
Programs: BA
Posts: 496
Aug 18, 23, 7:45 am
#6
FlyerTalk Evangelist
Join Date: Apr 2009
Location: Bye Delta
Programs: AA EXP, HH Diamond, IHG Plat, Hyatt Plat, SPG Gold, MR Gold, Nat'l Exec Elite, Avis Presidents Club
Posts: 16,182
Aug 18, 23, 8:08 am
#8
Join Date: Jun 2019
Location: NYC/DC
Programs: AA,SPG, Delta, Amtrak, JB
Posts: 420
After spending over 3 hours "chatting" to 6 (maybe, I’ve lost count at this point) agents in their dreadful app, first trying to get my reservation ticketed, and then trying to get the duplicate charges on my credit card reversed, I finally cracked and sent a note to customer services, outlining in detail what had happened and what I needed, viz a refund on the duplicate charges and, preferably, agents who knew how to do their job properly.
I got a response saying they were so disappointed I'd had a terrible experience and they'd try to do better next time as ever interaction was important to them.
So important, in fact, that the main point of my note -- undo these duplicate charges -- was totally ignored.
WTG, AA.
I got a response saying they were so disappointed I'd had a terrible experience and they'd try to do better next time as ever interaction was important to them.
So important, in fact, that the main point of my note -- undo these duplicate charges -- was totally ignored.
WTG, AA.
Aug 18, 23, 8:36 am
#10
Original Poster
Join Date: Jan 2014
Location: BOGish. VLCish. It's complicated.
Programs: BA
Posts: 496
Maybe the delay suggests I'm queued up for a human? I will certainly express my displeasure at being in recept of meaningless platitudes from a bot, whenever I'm assured I'm not talking to another one!
Last edited by Microwave; Aug 18, 23 at 9:33 am Reason: Merged consecutive posts for readability
Aug 18, 23, 9:17 am
#13
Original Poster
Join Date: Jan 2014
Location: BOGish. VLCish. It's complicated.
Programs: BA
Posts: 496
Aug 18, 23, 1:06 pm
#15
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 10,568
