I’m a frequent flyer on American Airlines. Sometimes they offer good services, and other times they don’t.
My best consumer experience: Flying through storms
This week, I took a trip to Fort Lauderdale, Fla. Stormy conditions were predicted through the East, so we were worried.
However, the trip went smoothly. We were delayed about an hour in Chicago while our plane was deiced. We had a bumpy ride for a short time, but it was far from the worst storm conditions I’ve been in.
My worst consumer experience: Customer service from American Airlines
When I was in Madrid, I called American Airlines to get information about my Fort Lauderdale trip. I’d left the information home, and I wanted to share the itinerary with my sister who was going to travel with me.
The reservations agent couldn’t find information about our tickets. I knew I was in trouble when I gave her my Advantage number, and she said she’d transfer me to the Advantage office.
She couldn’t locate the ticket from my Advantage number. She couldn’t find it by the date. After 20 agonizing minutes, I finally asked to speak to her supervisor.
The supervisor was quickly able to find my ticket, and I relayed the information to my sister.
Along with the reservations agent, the supervisor also was cranky.
You’d think that American Airlines would like to get my business and train their agents to be pleasant instead of grouchy.