March 9, 2009
Amazing customer service tale: American Airlines
I've been known to grouse about American Airlines on occasion, especially my recent frustration in the way they communicate when you're teetering on the edge of retaining Gold status. So it's only fair that I share an amazing experience I had with them on Friday.
I was a couple hours early for a flight, so after checking in a sat down to some coffee and email. I casually ambled over to my gate at boarding time to learn that it had changed -- from terminal A to terminal C.
I was halfway between the two terminals on the Skylink train when I realized that in my discombobulation, I'd left my laptop laying on a seat by my original gate. If I went back, I'd miss my plane. If I didn't, I assumed it would be bye-bye laptop.
I hustled to my gate and told the attendant what had happened. As she called the original gate, she took my cell number and my wife's. I hustled aboard as they were on last call.
Five minutes later an American baggage guy came running onto the plane; came to my seat and handed me the laptop. High-fiving a flight attendant, he hopped back out as the door closed.
That's customer service I'll never forget.
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It's lights out for Jazz Under the Stars at the Dallas Museum of Art
Will miss these....but heard about the Mesquite Symphonic Band ... Mondays in June. 7:15 p.m.. Westl
Dick Van Dyke and The Vantastix
Egorsti, just put in all the information and then press the Enter button - that should work.
Travis Bush, verified:
Just think of all the pron Mike would have lost..
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Mike Orren, verified:
Meh. I back up using Time Machine. More concerned about the pricey hardware.
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Travis Bush, verified:
"More concerned about the pricey hardware."
Yeah, which is why I am hesitant to buy one. I just know I'd drop it or leave it sitting somewhere. Good on AA for doing you a solid.
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eastside, anonymous:
Wow
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Chris Kidd, verified:
Wow..AA did something good, thats a total shocker! Are ya sure that wasnt done due to your status of being an International Man Of Action??
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lastangelman, anonymous:
That is an amazing story. That's better than when Southwest Airlines held up a flight for me because I was running late!
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Mike Orren, verified:
Sorry to disappoint, Chris, but all my action is domestic.
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Jason Rice, verified:
And "Interstate Man of Action" just doesn't have the same t-shirt appeal.
Mike, could you arrange a Mexico City plane change next time so we have something to work with?
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Collin Gouldin, verified:
I saw your last MBP. You need to start taking care of your "pricey hardware" more.
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bdemchak, anonymous:
Great story. I have something outrageous like this happen about once a year on American. So many great stories, so many great American employees. They don't do this because of my AAdvantage status -- just the opposite: my AAdvantage status accrued because they're so great ... I won't fly on any other airline. And I recruit friends who then have similar experiences. So for me, it's fly AA or don't fly at all.
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Rawlins, anonymous:
I love great customer service stories and am happy to hear one. I have a soft spot in my heart for American so I am glad they were heroes. Thanks for sharing.
Now if anyone needs any kind of kitchen appliances, faucets or anything or bathroom whatever, try Carla Caminero at KIVA Kitchens and Bath off Greenville on Fondren (old Jarrell Co.) She made solving problems and spending (and saving) money fun. In this $$ climate, that's worth sharing! Tell her Rawlins sent you.... I wrote her bosses raving!
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Chris Kidd, verified:
Thank you for that shameless plug rawlings ;)
I havent had alot of good service with AA. Their domestic fleet out of D/FW is like an aging group of airborne greyhound buses and their sky waitresses(thats what they are kids,waitresses) seem to loathe their jobs and get bent out of shape when you pull out a iPod Touch, thinking your going to take over the plane. Not to mention paying 10-15 bucks to put a bag on a plane is sheerly idiotic. This is why I switched my business to southwest. I dont get charged for bags, the flight staff onboard/in terminal have been nothing but polite to me and they know the difference between an iPhone and an iPod Touch ;)
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What do you think?