American Airlines - allows theft with no conscience and no concern for customers
Written: Jun 30 '09
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Product Rating:
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Pros: See summary at the end of my review above
Cons: See summary at the end of my review above
The Bottom Line: AVOID AMERICAN AT ALL COSTS
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| trvllvr_nyc's Full Review: American Airlines |
I flew American Airlines round trip from LGA to SFO earlier this month. It was a terrible experience. Well, let me explain... on my return flight to LGA, someone decided to "shop" in my bags. Whoever opened my bags helped themselves to over $600 worth of my items including a 5.1 mega-pixel camera (with 2 1G memory cards and an extra battery), a bottle of Angel perfume, AND a dress I had purchased (and had altered!) for a friend's wedding. Moreover, I had a beautiful block of Puer tea, carried home from China, which was opened and dumped all over my clothes. It was not TSA since there were no tell-tale TSA "love notes" inside my luggage.
So, I have items stolen from my bags AND the remainder of my clothes damaged by tea that was hermetically sealed. I know you are dying to hear how American Airlines' team has handled my distressing news of stolen and damaged items. Well friends... there is an unspeakable amount of "lack" happening at American Airlines - lack of interest, lack of concern, lack of accountability, lack of responsiveness, and so on..
I've been on the phone with their baggage services division over a half dozen times - first to find the lost bags and then to deal with the aftermath of unpacking. To be fair, in the 8 times I have called and spoken to various CS Reps about my bags and the stolen/damaged items, there were 2 individuals who were sympathetic and tried to offer some helpful advice. Thanks to them for listening to me. However, their great efforts only account for 25% of my experience thus far; the remaining 75% was decidedly awful. I have received so much conflicting information about what they will and will not cover, what they can and cannot control, how they will or will not compensate me...
I'm currently holding my breathe and waiting for the supervisor in another department to call me back. However, it has been two days and Ron Henry still hasn't seen the need to contact me to determine a remedy for my plight. Ron? Oh, Ron... CALL ME!
I'm a tad frustrated by the whole experience. If that final statement surprises you, you have obviously skimmed this review.
In summary:
I got there and back alive, with some of my belongings intact.
However, my experience of American Airlines has led me to believe that they view their passengers as cattle due to their:
--Poor customer service and responsiveness; lack of follow-up and follow-through
--Lack of integrity and morals by the people who handled my bags; disrespect for others personal property
--Poor security and oversight by the people who manage the people who handled my bags
--Overall lack of concern for their customers
Seriously people! Who has an extra $600 laying around to go replace the stolen items and repair the damaged ones to boot! The irony is that I am scheduled to fly American again on non-refundable tickets at the end of this month. IT WILL BE THE LAST TIME I FLY AMERICAN, which is a shame because I travel regularly for work.
Recommended:
No
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Epinions.com ID:
trvllvr_nyc
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Reviews written: 1
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