Just had a great adventure with the reservations call center at American Airlines. Trying to check in and print boarding passes for tomorrows flight. System says I have to select a seat. I click on the seat map and it shows all the seats as unavailable. Try to click through and it loops me back to select a seat. After about 4 times through this I decide to call customer service. Young lady was nice and pleasant but couldnt answer my questions. Said those seats are under control of the airport. WTH does that mean? I ask nicely for a supervisor. Guy comes on and introduces himself as Richard, a supervisor in reservations. I explain that Im trying to check in and print boarding passes and he gives me the same line the girl did. ..under control of the airport. I ask how I can get a seat assigned and print a boarding pass. You cant...those seats are under control of the airport. I says what does that mean? He says You have to check in and get a seat assigned at the airport. I explain that I dont want to wait in line to check in and then wait in line for security, why cant I get a boarding pass and go straight to the gate. Then it gets fun: Richard: You have to check in 90 minutes before your flight or 2 hours if its international. Me: I am aware of that. Why cant I get a seat assigned and print a boarding pass. Richard: You have to check in at the airport and they will assign you a seat. Me: Okay, were going in circles here and were both being a bit rude. Lets start over...I travel a lot. Since October 1st I have flown 10 times on 3 different airlines. This is my first flight ever on your airline and Im trying to understand how your system works. Do I have to check in at the airport EVERY time I fly American? Richard: No, you can check in online. Me: Thats what Im trying to do now with no success which is why Im speaking to you. Why cant I check in online? Richard: I already answered that. Me: Yes, unsatisfactorily. Youve been talking over me and now youre being rude. I think its time I spoke with your supervisor. Richard: Im the supervisor and I told you already what you need to know. Me: Richard, I worked the past 11 years in a call center. I know there is ALWAYS another level of authority. Get your boss on the phone NOW. Richard: They are here but they dont speak with customers. I answered your questions. Me: Okay, could you please spell your last name for me? (He did) And your extension #? (he gave it to me) And while you are here please give me the name of the President of American Airlines and the mailing address of the corporate HQ? He hung up. Correspondence with his name and the time, date, and extension to follow. And how soon do you think Im going to fly American again? How bout uh, NEVER.
Posted on: Tue, 15 Oct 2013 04:26:00 +0000
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