On American Airlines' Customer Service
May 16, 2007
I've recited a recent tale of astounding customer service from American Airlines to many people since my trip to Puerto Rico last month, and in the wake of a airline customer service survey, I feel it should be shared with more.
After purchasing an incorrect itinerary that had to be corrected and incurred a fee for having a live person help me on the phone for five minutes ($30 flat-rate-fee for a five minute call = a whole lot of bucks an hour), I was set to go to PR.
I arrived at the DFW Airport security checkpoint ready to run my large-ish-ly small suitcase through the security checkpoint and onto the aircraft with me. However, a TSA employee politely informed me that my bag was too large and it was dangerously close to the cut-off time for checking luggage. I was a tad bit apprehensive at the thought of missing a flight due to luggage, and I certainly couldn't go to Puerto Rico without the suitcase. She pointed to another lady to my left, who wore the (apparently) customary supervisor attire of a grey skirt-suit. The TSA then offered to accompany me and talk to the supervisor herself. "If my supervisor says you can take it on the plane, there's no problem." I understood. Far be it for me to cause a big stink because I have to follow federal and local laws. She asked her supervisor and my carry-on request was declined. But wait... bags needed to be checked at least 40 minutes before boarding! I was too late.
The supervisor said she could stick the suitcase on the next direct flight to Ft. Lauderdale (where I had a connecting flight to San Juan). I said, uh, no. I will be in Puerto Rico by the time it arrives. WHAT AM I TO DO, GREY-SUITED SUPERVISOR LADY? Then I remembered that there was a direct flight from DFW to San Juan that was leaving a couple hours after my flight (that my local friend happened to be on). I asked if my bag could be put on that flight so that it would be in San Juan when I arrived less than an hour later. "Sure, we could do that," the supervisor said. "Why are you on a connecting flight? We should just put you on the direct flight as well," she finished, to my dismay.
"You'll do that?!" And she did. She put my bag and me on a direct flight to San Juan without a moment's hesitation and I was fully satisfied. I told the story to many people and most of their first reactions were similar to Wow, really? I thought airport employees were dicks! or That never happens to me and I practically live in the airport! Yeah, suck it, nerds.