You can tell some companies are still trapped in the golden ages, American Airlines is one of them. Pictured above are my two life lines, my Platinum Amex and my Gold iPhone 6 -- my existence heavily relies on both of them, while it's sad to say, it's also beneficial in many ways.
Every purchase I make is through my Amex, with the exception of my car payments. My rent, all bills, everything. I rarely find the need to file disputes, but I feel that due to my spending patterns, I'm more favored to win when required.
I've yet to face a genuine dispute that Amex hasn't won -- this isn't just for me, this is any card holder that I've ever known. It's one thing they're very well known for, they put their customers first as every company should.
This is the approach I took with my American Airlines incident, because I don't have confidence in their staff after the encounter I had at STL. I finally received a call from one of their 'specialists', notes regarding it are below. Needless to say, I'm glad that I was proactive and began the dispute process with Amex because it seems as if competence is a virtue that AA doesn't have.
I received a voicemail from Cindy in Customer Relations yesterday, shortly after I returned the call. She apologized in the voicemail but it seemed as if that were protocol more than anything once we were finally on the phone.
One thing I would like to get out of the way prior to going into details is the debate between myself and Cindy over their policy pertaining to emotional support animals. She continuously quoted the DOT guidelines which I am posting here -- she states that 48 hours are required which is granted to them by the DOT and that it is the airline's discretion as to how they choose to handle documentation of service animals.
This is false.
She stated multiple times she would quote the passage to me and never did, this is because that passage doesn't exist. The guidelines to emotional support animals are as follows which can be found on 24876 point 4:
As you can see, this puts any belief that the situation I encountered was in any way my fault. The doctors letter was provided and stated all of the required information.
Let's return to our conversation -- it was a bumpy road, because Cindy was one of those people that wants to talk over you when you're trying to talk. She also kept getting frustrated at my GPS and wanted nothing to do with the conversation because she was unable to focus when I'd be told it was time to turn.
We went back and forth about how the staff at STL was incompetent, how I attempted contacting the 800 line, and how I had reached out to the social team. It doesn't seem as if they really work together at all. She didn't have any knowledge of my previous post because my doctors letter seemed to be news to her.
I basically encountered the same struggle that I encountered with every other form of contact that I had with AA, which was antiquated systems and abysmal service levels when trying to resolve situations.
I was told it would take two weeks of investigating to find out what actually happened and that if any refund is administered after that time she would email me with what it would be and in what form it would come. This is absurd to me.
I deserve a full refund for every ticket and/or fee that was paid for on that trip due to how it was handled, and I'm owed recompense for their employees actions. I don't understand how it's so difficult for companies to comprehend how customer service is to be handled in 2015, it's no longer 1968.
It's a digital age where we have access to all of the information you try utilizing for false lies, identifying this as a problem is the first step in moving forward and advancing your company as a whole.
This is the latest of the matter, I suppose now it's time to await the email response and see what their 'solution' is. I know that mine is to get a full refund through American Express, they may not feel the same but probably also don't have a choice in the matter at this point.