What's Wrong with American Airlines? - Raj Wadhwani - ContactCenterWorld.com Blog
So here is the story. I booked a flight through American Airlines (AA) for 2 of us from Duluth to Orlando and, considering I am a One World Emerald member decided to pay for business so that in the event of delays etc I can access the lounge and more. AA booked our trip from Duluth to Chicago on United and then Chicago to Orlando on AA. We paid AA and they issued the tickets. Then last night we got a vm from AA to say the United flight had been cancelled and they (United) had rebooked us on a later flight. So now instead of a 10:49am flight from Duluth which would have had us arriving around 6pm in Orlando we would be getting a 3:59pm flight and arriving around 11pm. .. I am celebrating a milestone birthday so was really looking forward to a nice evening meal tonight in Orlando and a great day out tomorrow - that’s all up in the air now (excuse the pun!)
Anyway, so I called AA as soon as we heard the message and was told we are booked on an AA flight from Chicago to Orlando - they have moved us to AA 154 to take into account the delay from Duluth - seemed ok. Then I was told I would have to contact United to confirm the flight from Duluth to Chicago - see my earlier blog re issues I had with them! Anyway we eventually got thru to United and they told us they had booked us all the way through to Orlando on United economy even though we had paid AA for business - to quote "we did not book United business so won't get business with them"
we advised United that AA had taken care of the Chicago to Orlando leg and they said fine. Now the record locator Untied gave us did not work with AA website and vice versa - it was getting messy ... stay with me!
so we called back AA to confirm what we do about our flight to Orlando and ended up speaking to an agent in DFW who told us we did not have a flight with them - to quote "United took your ticket" - I am not giving you the full story as this will frustrate you as much as it did me - but essentially United took control and the folks at AA said there was nothing we could do and if we have an issue we have to raise it with United! I do not understand, I booked with AA and they had us on flights and let a competing airline take our entire booking and do what they want with it? How ridiculous and we had paid AA for business seats and that’s all lost? AA I used to be a loyal customer and in one very stupid move you have turned me completely away from you - you only have to look at my flight history and see a travel a lot with AA. I sensed they really did not care and had the audacity to suggest I told United to book me all the way through to Orlando - I debated this with them but they were not budging. This is a classic case where, if AA are recording all their calls they should go through and look at every conversation I had about this with them - several times last night getting past from one person to the next and ending o totally confused, frustrated, angry and now blogging about how ridiculous this is. I am do fed up with AA right now and what should have been a great trip started off badly because they just can’t be bothered to do the right thing. It’s like they sold us a business ticket and sold us on to another airline at a lower fare and it’s my problem! – They literally are stealing my money and I have to dispute this with United!
Publish Date: February 1, 2014 5:36 PM