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I'm glad that AA did right by you and your wife. Too bad about the airport - they suck.
But customer service is sort of a passion of mine. I'm building a new "office" and going to hire around a dozen people, mostly just moving existing crew to the new facility. I think most people just don't care about great customer service. Providing great customer service companywide is very hard. That is why I always write a note to the boss of a company, or sometimes the city or government department, when I receive great service.
You should not have had those problems to begin with at the airport and with American Airlines. I look at customer complaints as an opportunity to fix something that is wrong with my company. I don't just give the refund. I give the refund and then dig into the problem. Sometimes, that results in me having a word with an employee explaining that they need to decide if they want to continue to work for me or not.
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