Aug 5, 2017, 12:15 pm
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: JDiver
Kudos / Props / Compliments to AA Employees Don't forget - you can express your appreciation in meaningful ways: 1. Go to aa.com, click on "Contact AA", "Customer Relations", and then "Compliment/Complaint/Comment", and fill out the form with date, flight number and as many details as you can. This will often input to employee records. 2. DM or Tweet @AmericanAir on Twitter. These comments are passed on to the employ, their supervisor and entered into employee records. See Using AA Twitter social media team: how, what, when (master thd) 3. You can, if you have them, give the employee an "Above and Beyond" chit - feedback and good for an entry into a sweepstakes for 25,000 miles; see Outstanding Service Excellence (Above and Beyond) Employee Recognition Certs / Chits. NOTE: You can give them the chit or the 12 character serial to enter in Jetnet, to enter quarterly draws for up to $10,000. The certificates are not entered into employee's files at this time (as reported by employees) unlike letters and other communications regarding employee recognition. 4. If the service was truly noteworthy, why not send a "snail mail" to: Kerry Hester Philipovitch
Please feel free to add your positive experiences or interaction with one or more AA employees.
Senior Vice President of Customer Experience
American Airlines
4333 Amon Carter Boulevard
Fort Worth, TX 76155
Updated 5 Aug 2017 - JDiver
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Aug 19, 2013, 7:23 am
#1
Deltahater
Original Poster
Join Date: Aug 2004
Location: SAT
Programs: AA EXP BA Gold, TK Gold, Hyatt Globalist, Hilton Diamond, AS 100K, QR PLT, SAS Gold, IHG Spire, AMR
Posts: 5,903
Thank you AA
If you recall on Aug 5th, AA's system went down and you could not make, book or change reservations.
Well, I was able to make one seconds before the system went down. The status was "pending" and did not go to "ticketed". After the system came back up the next day, I called AA and they could not find my reservation. They advised me to rebook. I rebooked, for the same trip, just slightly different dates (+3 days).
To my surprise, I now have two reservations for the same trip. I called AA and they cancelled the original reservation without any fuss or difficulty or fees.
Just wanting to say that I appreciate an airline that applies common sense and puts the customer first. Thank you AA.
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Aug 19, 2013, 8:35 am
#2
Dr. HFH
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QRPC PLT/OW EMD; Bonvoy LT TIT
Posts: 13,134
Thank you, Deltahater. I've always said that if you're going to complain (publicly or privately) when things go extraordinarily wrong, you have an obligation to praise when things go exceptionally right. Plenty o' complaining on FT, but a there's a bit less praise, IMO.
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Aug 19, 2013, 9:06 am
#3
JDiver
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,946
Well understated. 
Originally Posted by Dr. HFH
Thank you, Deltahater. I've always said that if you're going to complain (publicly or privately) when things go extraordinarily wrong, you have an obligation to praise when things go exceptionally right. Plenty o' complaining on FT, but a there's a bit less praise, IMO.
Aug 19, 2013, 9:34 am
#4
CaptRobPhD
Join Date: Feb 2013
Location: Chicago
Programs: AA EXP, Hilton Diamond, Bonvoy Titanium Elite, National Executive
Posts: 596
May have to rethink his name a bit then, e.g., Deltahaterninetyninepercentile.
Of course I kid but in this case it was the game he hated and not the playa'
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Aug 19, 2013, 9:48 am
#5
ssafro1
Join Date: Dec 2009
Location: DFW/STL
Programs: AA EXP, AA Admirals Club, Marriott PLT Premier, Hertz President's Circle
Posts: 762
Agree & one of the reasons I keep loyal is I have found in many instances such as this (or one which can be settled by common sense), AA has been more than reasonable in solving an issue to my satisfaction.
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Aug 19, 2013, 10:40 am
#6
allenh91801
Join Date: Mar 2012
Location: Southern California
Programs: AA: EXP, SPG: Gold
Posts: 201
It's always nice to see a positive remark about our beloved AA. They've been under such scrutiny lately, that this positive is certainly welcomed.
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Aug 19, 2013, 10:46 am
#7
Thunderroad
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,845
Well, I think the posts here represent one reason so many AA customers oppose the merger. AA is far from perfect, and certainly can frustrate customers at times. But from what we know about the US management (and the UA management, for that matter), the current management and corporate culture at AA is more customer friendly than they would be if the merger goes through. (I really wanted to write "went through," putting the possibility in the past tense, but this game is by no means over.)
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Aug 19, 2013, 11:06 am
#8
brp
FlyerTalk Evangelist
Join Date: Mar 2004
Location: SJC
Programs: AA EXP, BA Silver, Hyatt Globalist, Hilton diamond, Marriott Platinum
Posts: 33,601
I'll add last nights positive to this as well, especially as it started out as a negative.
FLL-DFW-SFO with a 50 minute connection. Got a text about 3 hours before that FLL-DFW would be 12 minutes lat. OK. 38 minutes. At the airport, the plane got in late, took longer to clean (passenger got sick, so not AA's fault). Kept rolling. Left 36 minutes late. Then a short weather hold. At take-off, we would arrive (A37) maybe 5 minutes before DFW-SFO (C14) left.
Got in a little earlier, called EXP desk to have them call DFW-SFO. Did the OJ airport thing using Skylink (held the door open for an extra 10 seconds for mrs. brp to run up the escalator. Made it from one plane onto the second in 8 minutes...as we approached, they said "slow down, we're holding it for you." We took about a 13 minute delay as they waited for others, some (mabe all) from the same flight.
Last flight out to SFO of the night. Really short delay, and about 8 or 9 happy campers.
Cheers.
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Aug 19, 2013, 1:41 pm
#9
dat4life
Join Date: Oct 2009
Location: BTR/MSY
Programs: AA EXP, Hyatt Globalist, Marriott LTP, Hilton Gold
Posts: 1,297
Originally Posted by brp
I'll add last nights positive to this as well, especially as it started out as a negative.
FLL-DFW-SFO with a 50 minute connection. Got a text about 3 hours before that FLL-DFW would be 12 minutes lat. OK. 38 minutes. At the airport, the plane got in late, took longer to clean (passenger got sick, so not AA's fault). Kept rolling. Left 36 minutes late. Then a short weather hold. At take-off, we would arrive (A37) maybe 5 minutes before DFW-SFO (C14) left.
Got in a little earlier, called EXP desk to have them call DFW-SFO. Did the OJ airport thing using Skylink (held the door open for an extra 10 seconds for mrs. brp to run up the escalator. Made it from one plane onto the second in 8 minutes...as we approached, they said "slow down, we're holding it for you." We took about a 13 minute delay as they waited for others, some (mabe all) from the same flight.
Last flight out to SFO of the night. Really short delay, and about 8 or 9 happy campers.
Cheers.
I had a similar experience a few weeks ago connecting to the last DFW-IAH of the day, which was delay due to T-storms in the area. Albeit, I was already on the plane when they decided to reattach the jet bridge to wait for other connecting pax so I may not have been the happiest camper on board. But either way, it was nice of 'em to do it. Kudos.
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Aug 19, 2013, 2:04 pm
#10
yyzAAguy
Join Date: Aug 2007
Location: YTO
Posts: 594
Originally Posted by Dr. HFH
Thank you, Deltahater. I've always said that if you're going to complain (publicly or privately) when things go extraordinarily wrong, you have an obligation to praise when things go exceptionally right. Plenty o' complaining on FT, but a there's a bit less praise, IMO.
Even if one ends up labelled an AApologist, I agree.
I have several experiences that reassure me I've made the right decision choosing AA as my "always" airline. And since everyone I know flies AirCanada instead and since it's arite of Canadian citizenship to hate AirCanada, I'm a happy outlier.
AA is full of faults and it's healthy for us to expose them, discuss them and yes, moan about them. I've got my share of AA problems, still unresolved.
But one has to choose from the real choices available. AA's mine and I am confident I made the right one, on balance.
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Aug 19, 2013, 5:05 pm
#11
tegelad
Join Date: May 2009
Location: IND || CMI
Programs: AA EXP 1M, Marriott LT Platinum, Hyatt Platinum, Hilton Gold, Hertz President Circle
Posts: 631
I will have to say ... if AA's pain is the equivalent of getting slapped in the face at a bar ... then UA's pain is taking a knife and getting hit in the liver (making it hurt and not allowing me to drink more) ....
Had my first flight on AA in nearly 10 months and my god how I have even missed American (even Eagle) ....
So thank you for american for keeping it real ... I will try to make all my flying to the east coast on you guys and will suck it up on the 75mile drive each way-to-and-from the airport ....
Like the yogurt pretzels ... they go well with the bourbon .... though EWR AC needs an air 'freshner' :-) People that actually care and give a d*mn (or at least pretend)
+-ADT
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Aug 19, 2013, 6:41 pm
#12
OnePassenger
Join Date: Dec 2000
Location: Paramaribo, Suriname
Programs: Mileage Plus (PLATINUM); Qatar Privilege Club (PLATINUM)
Posts: 384
Originally Posted by yyzAAguy
... But one has to choose from the real choices available. AA's mine and I am confident I made the right one, on balance.
Well said. This actually goes for every airline.
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Aug 19, 2013, 6:46 pm
#13
Thunderroad
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,845
Originally Posted by tegelad
I will have to say ... if AA's pain is the equivalent of getting slapped in the face at a bar ... then UA's pain is taking a knife and getting hit in the liver (making it hurt and not allowing me to drink more) ....
LOL! And true...
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Aug 20, 2013, 1:46 am
#14
1KHI
Join Date: Aug 2009
Location: Honolulu, HI
Programs: UA 1K 1MM, AA Exec Plat
Posts: 1,241
This is exactly one of the reasons I continue flying with AA, even when UA has much better schedule from HI. Great customer service and common sense.
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Aug 20, 2013, 2:41 pm
#15
ORD-TGU
Join Date: Jul 2005
Location: Chicago, IL
Programs: AA EP; WN CP;UA SILVER; MARRIOTT TITANIUM; HH DIAMOND; IHG PLAT; RADISSON PLAT; HYATT GLOBAL
Posts: 1,939
Somewhat related, used aa hotel site, redeemed miles for a hotel stay, was not pleased, aa came back and refunded me. Was very pleased due to aa response, not pleased with hotel
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