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December 3rd, 2009
A short while ago, I blogged about the crappy behavior of an American Airlines flight attendant during our recent trip back to the US. Read it here. I made a complaint which can can read in the other post.
If you are following this topic, read on!
I received this canned response from AA:
November 29, 2009
Dear Mr. Lytle:
Thanks for contacting Customer Relations. I’m pleased to respond to your email.
Our goal for every employee is to provide friendly, courteous service. However, flight attendants have an especially crucial role in achieving that goal because they spend more time with our customers than any of our other employees. Therefore, I am concerned about the flight attendant behavior you described and hope you will accept my apology for the disappointing service you and your traveling companions received. We work hard to provide professional, courteous service to our customers, and it is clear we fell short when you traveled with us to Dallas/Fort Worth from Costa Rica. There is never an acceptable excuse for rude behavior, and I have forwarded a copy of your comments to our Vice President of Flight Service for review. Please rest assured, the situation will be addressed.
Mr. Lytle, please travel with us again soon. We’ll do our very best to serve you better the next time we welcome you aboard.
Stephanie J. Davenport
What a joke! I especially liked the part, “…please travel with us again soon” Clearly she has taken leave of her senses!
However, I waited until today to see if this “Vice President of Flight Service” (her name is Lauri L Curtis), would respond. She has not. It would have astounded me if she had… but I thought it fair to wait.
Before I post my email response sent today to Ms Davenport, I want to thank those who commented and the many more who emailed me. For the three who actually switched airlines, I bow to you. My readers are GREAT!
Anyway, here is my response sent today:
Dear Ms. Davenport,
Thank you for your canned response.
I am sorry, but I do not accept your apology. It was not YOU that made insulting remarks.
The correct thing is to receive an apology from the flight attendant who was so offensive. Why are you apologizing?
I would also like to know what disciplinary action was or will be taken. Has she been moved to a route where she will not offend Latinos because they do not speak English? Maybe the Kansas City to Columbus Ohiop route would be a good placement. She would certainly be MUCH happier not having to deal with foreigners.
I have waited a week for a response from your VP of Flight Services, Lauri l Curtis. I have received NOTHING. I also notice that you did not copy Ms Curtis when replying to me. It seems clear that you neither forwarded my complaint to her as you said, or you have decided to just file the whole issue in the trash.
If you read my Blog (http://blog.therealcostarica.com/2009/11/25/american-airlines-and-how-they-handle-latinos/), which I am sure you did not, it shows a number of complaints from other users complaining about similar lousy service and rude flight attendants. Clearly, AA has an issue and is doing nothing to resolve it.
Additionally, I have receive 41 emails directly either from the blog story or from Facebook.
THREE people have cancelled reservations with AA, and more promised to NEVER fly AA in support of this matter. Nobody had anything favorable to say about AA.
Small numbers yes, but this is NOT going to go away!
Please send me the email address of your VP of Flight Services, Lauri l Curtis so I may communicate with her directly. It is clear that this matter is not of concern at the customer relations level. She may not care either, but at least I will know she is in the loop and at least knows about this matter.
Anybody offer odds on a response?
Finally, many of you asked about my wife after her recent surgery. The surgery went just great. No issues.
What went terribly wrong was first a serious infection resulting from (apparently) a none-to-clean IV. This showed up about 48 hours later. That resulted in a midnight trip to the hospital where she was given an antibiotic drip. this was followed by three MORE trips to two other hospitals; one for an ultrasound of her arm and the second for a refill of antibiotics.
The ultrasound revealed blood clots in her arm (phlebitis) that grew to the size of a ball bat. That meant blood thinners and MORE drugs.
It was ugly, but I am happy to tell you she is back on her feed, at home, yelling at me, and therfore acting normal!
For the many of you who contacted me via phone, email, and via comments, you are just so cool! I thank you and ML thanks you too. I have the classiest readers!Filed under Costa Rica, Rants, Travel | Comments (16)