A customer asked the American Airlines Twitter team for help, which led to his companion being kicked off flight.
Gary Leff at 27. March 2021.
A member of American Airlines’ elite Executive Platinum group asked the airline’s Twitter team for help booking – and the Twitter team ended up kicking his companion off the flight.
The participant indicated that he flew from Oklahoma City using special internet tickets that are booked separately. You have confirmed previous flights via the American mobile app. He then tweeted to American asking her to support her friend’s promotion as an escort.
Instead, AA’s Twitter agent unilaterally removed it from the newly confirmed flight and put it back on the original later flight, even though the app allowed us to make the change in the first place.
Then he wrote this passive-aggressive response with the last word sorry. So now we are both separated and the flights are full. It’s a big mistake for customer service, to say the least. Why is this not an involuntary schedule change?
Here’s a post from American Airlines’ Twitter:
Executive Platinum members now get free same-day changes and their companions get them on the same day. In this case, however, the companion was not on the same reservation. And since this was a Web Splash Award, no changes are allowed. The officer took it upon himself to undo what should not have happened.
Still, the American offered free change. They’re done filing. A customer service representative removed a passenger from a flight to which he had been transferred.
I asked American if Twitter agents are now allowed to inadvertently change a passenger’s route. They confirmed that this should not have happened and restored the reservation.
That was a mistake, not a change of policy. The team contacted the customer who told you this, and he and his companion were placed on their original flight and with a request for an upgrade. We are also keeping an eye on the team to better address this issue in the future.
I think there is a lesson in this that I have been talking about for years. If the airline offers you something you may not be entitled to, take it. You don’t have to pay extra attention to your booking because the next agent might be planning something nasty.
Why would this agent be affected? Why would they do such a thing? Maybe they had a bad day. Maybe it gives them a sense of control in a job that gives them very little. When you contact customer service, you never know who you will meet on the other end of the line. Often you don’t even get the simple things you’re entitled to, so you hang up and call back.
Another lesson is that American Airlnes’ Twitter team used to be great (before the merger with US Airways and for a short time after), but that no longer seems to be the case.
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