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After reading my previous post on airline service, especially on American Airlines, my friend and colleague David Smith -- also a long-time elite-level American flier -- sent along a link to my post to American customer service, with the following note:

I happened to read the following site written by a colleague of mine: http://www.boosman.com/blog/archives/001059.html. I suggest that you read it, because it echoes a number of similar concerns I have about the attitude American seems to show towards its customers. I have over 1,000,000 miles on your airline, and even today, travel quite a bit with you. In the past, I have had a preference for American, but I am increasingly being reminded -- by you -- that I should seriously reconsider my travel plans.

In general, I enjoy travelling on American, but you will have to work harder to continue to earn my business. Low fares are only part of this equation. You must earn the customers loyalty by being loyal to the customer.

He heard back from American that same day, but not since:

Thank you for contacting us. We consider feedback from our customers to be very important. We are currently experiencing higher than normal email communications from our customers and our response to you may be delayed. We'll reply as soon as possible and we appreciate your patience in the meantime. Just a reminder, if your inquiry involves an upcoming trip or imminent travel arrangements, please telephone our specialists at 1-800-433-7300. They will be able to assist you.
In other words, we're too busy to answer your complaint about poor service.

The best part is the e-mail address American wrote from: Americanairlines.Wecaare001@aa.com. Do they not appreciate the irony?


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