Is American Airlines Starting a New Trend?
Over the past few months I have had very long flights delays, have been diverted to Oklahoma City not once but twice (lucky me), and had three flights cancelled–including one that was Boston-bound for a funeral (sorry A.L.) I was trying to attend.
One of my colleagues (thanks AB) also has had lots of cancelled flights as well as many other delays, and last week received this email from American Airlines:
—-Original Message—– From: AmericanAirlines.wecaare001@aa.com [mailto:AmericanAirlines.wecaare001@aa.com] Sent: Wednesday, July 18, 2007 1:07 PM To: XXXXX@marcresearch.com Subject: R2007/07-23803-00251-004-00
July 18, 2007
Dear XXXXXXXX:
We know how important it is for our customers to rely on the on-time departures and arrivals of our flights. However, there is nothing more frustrating than learning your flight has been delayed - or even canceled - while attempting to get to your destination as planned. Therefore, we hope you will accept our apology for the disruption of your travel plans on July 11.
Although our schedules cannot be guaranteed due to the many variables associated with the operation of an airline, we want to show our concern for your disappointment. As a sincere gesture of goodwill and to encourage you to continue traveling with us, I have added 8,000 Customer Service Bonus miles to your AAdvantage® account. You can view this activity soon via our web site at http://www.aa.com/AAdvantage.
While the safety of our passengers and crew members will always take priority over on-time departures and arrivals, we hope that you will give us another opportunity to serve you when your plans call for travel by air. It would be a pleasure to welcome you aboard American Airlines.
Sincerely,
B. J. Russell Customer Relations American Airlines
I give American Airlines a lot of credit. Good for them! They are not only apologizing, but giving frequent flyer points to their valued customers. I also like the email address they used: americanaiirlines.wecaare001@aa.com. I like the “we care” with the extra “a.” Maybe it’s just me.
- Do other airlines do this?
- If not, will other airlines follow?
My sense is if they don’t they will. This is a great idea for many reasons.
The question for today is: How many miles should airlines give their valued customers when they experience a delay?
Since these programs are probably in the infancy stages and we have at least 4 readers from airlines, perhaps we can help them in their thinking.
How many miles would you like to get if:
- Your flight is cancelled?
- Your flight is delayed two hours or less?
- Your flight is delayed two hours or more?
I look forward to your answers and your creativity. On behalf of all of the airlines, I thank you for your comments.
September 7th, 2007 at 10:47 am
Airtran does this as well! I had a flight that was diverted to Macon; and then we had to change planes outside in the pouring rain. I receive a free one way ticket because of it!
When my plane was divert from Newark to Baltimore because Newark closed, they sent me a letter of apology; however, no free ticket. It was a nice gesture!
September 7th, 2007 at 11:30 am
Merrill:
Boy, are letting American Airlines off the hook. Since 8,000 FF miles is worth about $80 (retail, as they say in NY) in awards, they are really giving you less than $50 bucks to them!! How much is your lost time worth?
And their excuse: “Although our schedules cannot be guaranteed due to the many variables associated with the operation of an airline.” What if a market research company said that to a client!! It’s part of management to guarantee schedules. If they can’t do that, AA should go into the charter business.
That is why Southwest is so successful. Knowing that delays are inevitable at DFW, LGA, ORD, LAX, etc. they choose airports with much lower volume of passengers and delays. They also minimize gate delays by turning over flights in less that a half hour (they bench-marked their ground service with the Richard Perry racing ream) and minimizing tight connections.
In June we were delayed by United 4 hours on a family trip and my wife complained so much on how much they screwed up our vacation start that they immediately gave her a $100 voucher for each of us for the next time we fly United. At least we don’t have to put up with the limited availabilities of frequent flier miles.
The conspiracy theorist in me thinks that flights are cancelled because they are not filled, but that is the subject of another posting when you talk about what went on in Roswell, NM in the 1940’s.
September 10th, 2007 at 7:40 am
Well, I am glad that American Airlines are trying to treat people right. I just wish they would push TSA Management to change their policies on determining wait lines at airport. As an ex-TSA Supervisor, I tried to get them to quit publishing misleading wait times, but to no avail. After five years I quit and I am traveling a lot myself.
So I am bring up issues that affect us who fly by bringing up issues. Go to my website and check issues.
Happy Flying–See you out there.
Texas Ron Linebarger
http://www.rustyhinges.org
September 10th, 2007 at 9:46 am
Merrill,
I think AA is wise to handle your delay in the way that they did.
Sure the 8,000 bonus miles cost them very little, their sincere apology and swift response demonstrates that they do in fact care about you as a customer.
Contrast your situation with one thats been ongoing between me and United since April over a “mishandled” bag which resulted in my being in CA for 3 days while my bag sat in Denver.
I’ll spare you all the details - but I’ve written no less than 10 very polite letters to various levels of management within UA to try and recoup my expenses as a result of their error.
7 of these letters have been sent to the CEO, CFO and COO via FedEx on 3 separate occasions. I’ve gotten NO response from any of them, which astounds me quite honestly.
So, bottom line is - I’m impressed with your story about AA Merrill.
And the next time I book travel, you can be sure I’ll try AA and try to stay away from UA!!
-kath
September 10th, 2007 at 10:30 am
Kath,
Thanks for your comments. I am sorry to hear about your United Airlines problems. I take American Airlines almost every week - although they aren’t perfect they are really good in my eyes.
I am sure they would love to have you as a new customer.
Shame on United Airlines CEO,CFO and COO. They should have responded to your request. If nothing else it would have showed they care and probably made you feel a little better.
Merrill
September 10th, 2007 at 10:55 am
A few years ago while I was traveling back from an MRA conference in California, there were major disruptions to JetBlue due to a central computer/server issue. I guess airlines have become so dependent (like we all have) on computers for everything that they were unable to check us in even off of a master passenger manifest, even though the plane was there.
We were able to get out a few hours later, and the airport had been a total mess, since ALL JetBlue flights were delayed due to this central error. However, when I got home, THAT SAME DAY, there was already an email sent to me on behalf of the President of JetBlue, giving me and every other person that traveled that day a free round trip ticket. At the time, when I still held JetBlue in the highest regard (before they started limiting the number of pillows and blankets on their flights), I had thought this to be a huge gesture on their part, and went a long way to satisfying me, especially since I wasn’t expecting anything, since it seems SOP these days that there will be delays.
September 10th, 2007 at 6:11 pm
Atlantans used to love Delta. Texans used to love American. Chicagoans used to love (okay, tolerate) United. No more. Most of the major airlines have totally blown their brand equity, and copy each other on everything else. The only marketing variables they now compete on is price and route. And when you are in price competition, then there is no money for good customer service or service differentiation. So, Merrill, I do think you let American off too easy. In my book, that is minimally acceptable customer service. If you really want to see a higher standard of customer service look at Midwest - although they still have room for improvement.
September 11th, 2007 at 11:50 am
As an inflight employee of AA, i am proud that my company can take care of you in some way. What i am not proud of is all the delays due to mechanicals and the no meals for a flight over 4 hours. I know when a passenger steps on the airplane, I am the face of AA, and i get yelled at for these problems that the traveller faces. I stand there and listen and ask them what i can do for them, and their responses are things i cannot give them. If it is my personal fault that makes a traveler upset i will apologize in person with sincere. So i guess what i am trying to say is…”Thank You” for writing to AA about your experience, and i encourage every traveler to write to their favorite airline about their experience weather GOOD or BAD because there isn’t alot an inflight crew can do for anyone but first, provide a safe flight for everyone and serve beverages these days. Again, “THANK YOU”
September 12th, 2007 at 6:22 am
Bill,
Thanks for your comments. Can’t airlines compete on customer service? Is it really that hard to have a smile on your face and give information to passengers who can than make informed decisions.
Bill - I haven’t flown Midwest what makes them so special?
Merrill
September 12th, 2007 at 6:26 am
Jon,
I appreciate your time to post your comments. I travel almost every week on your airline which in my opinion does a nice job most of the time. For me when I get a little antsy it is usually based on little or no information. Information is like gold - the more you have the better you are. At times information appears to be lacking or inconsistent. If AA staff can’t answer my question say that as opposed to trying and making something up which I believe happens at times.
Thanks.
Merrill
September 14th, 2007 at 8:32 am
Hi Merrill,
I have flown AA several times this week - If I were to rate AA overall -well I am a researcher, right? I would give them about a 7 on a 1-10 scale. For the most part the pilots and flight attendants were very nice and helpful, but I experienced a crazy delay on Monday since they shut down DFW due to bad weather. We were diverted to another airport to refuel and wait for clearance to come back…We ended up on the plane about 71/2 hours in total. In all that time we were never offered a snack or a second drink from the cart service. I thought it was poor service on the airlines part not to at the very least come around with an additional drink and a small snack. What could a 2 oz bag of pretzels cost? they should always have them on hand. - not to mention that they were giving out Dunkin Donuts to first class right in front of us!! While I am on the topic, I don’t mind that airlines charge for food, but they were even charging for snacks. I think we pay enough to cover the cost of one free snack. It is just the little things that stick with me and the little things often go a long way to show an airline’s concern for their passengers.