Ansett767 From Australia, joined May 1999, 982 posts, RR: 2 Posted (2 months 3 weeks 5 days 4 hours ago) and read 1300 times:
Just wanted ot share a happy customer experience on AA
I have had nothing to do with the airline the last few years, haven't flown them (no reason but haven't been in US) and not an AA FF member.
Booked a one way cheap flight from JFK to DCA, it got changed an hour earlier and so I told them I couldnt make it due to my incoming flight from London and so they put me on a later flight but it meant a 6 hour wait at airport.
And at that stage they said it's all they could do (no cancellation)
So I thought why not write to customer services (a month before my flight) and tell them that if they're going to change my flight on me, that it meant be sitting 6 hours at JFK and I would have liked to have cancelled but was told I didn't have a choice (probably in their terms and cond's so of course they were in the right)
But, what surprised me was after writing to them, they got back to me (after my flight) telling me they were sorry for any inconvenience and were sending me a voucher.
And today a $100 voucher arrived in the mail! I think that's more than I even paid for my ticket.
What a nice touch! HOwever I think it's rather excessive, given the state of the US airline industry!!!
(It's a stark contrast to Qantas, who when I was delayed on a domestic flight due to hail some years back, and had to overnight and cab x 2 at my own cost, decided it was only worth a standard letter back - 'sorry bla bla' and no reimbursement - interesting comparison, and yes, they were within their rights too, but this AA incident made me love the airline a lot more than QF. But getting back to financial basics - look how well QF is doing, I guess that's why!)
Atrude777 From United States, joined Aug 2003, 3541 posts, RR: 43 Reply 1, posted (2 months 3 weeks 5 days 4 hours ago) and read 1296 times:
Situations like this truly makes me believe a small, tiny effort, and showing a sincere try in doing Customer Service, REALLY reaches out and reflects the spirit of the company.
These type of incidents, small, but have a huge impact on you and your travels are easily remembered and the good will of such examples are passed on and spread, and there is no greater marketing then word of mouth of excellent Customer Service.
Glad AA was able to make an inconvience be a bit better for you.
Alex
Good things come to those who wait, better things come to those who go AFTER it!
Uadc8contrail From United States, joined Sep 2003, 1760 posts, RR: 11 Reply 2, posted (2 months 3 weeks 5 days 4 hours ago) and read 1294 times:
ansett767,
i guarantee you had the jfk-dca flight had been xcld due to hail you would not be recv a voucher from AA...hail storms and invol schedule changes should not even be connected in the same thread......
Brenintw From Taiwan Region, joined Jul 2006, 813 posts, RR: 1 Reply 3, posted (2 months 3 weeks 5 days 4 hours ago) and read 1279 times:
Actually the vouchers are a great idea that, in the end, don't cost the company an awful lot.
I work for a computer company, and we had some discussions a while back on the mail-in rebate vouchers that are so common in computers sold (retail) in the US. One of the interesting facts that I noticed during the discussions was that the "take-up" rate on them was well below 50% (it may have been below 30% -- I don't remember the exact number now).
People like getting vouchers and they make the customer feel better. More importantly, for the airline, the "take up" rate on them is actually quite low. Vouchers get lost, they get forgotten ... either way, they don't get used. I don't know what the take up rate on airline vouchers is, but I would say that your $100 voucher will end up costing the airline something a lot less than that.
I love taking off, I love landing -- I'm not wild about the bit in between
Ansett767 From Australia, joined May 1999, 982 posts, RR: 2 Reply 4, posted (2 months 3 weeks 5 days 4 hours ago) and read 1279 times:
Quoting Uadc8contrail (Reply 2): hail storms and invol schedule changes should not even be connected in the same thread......
Wow mate, im sorry. But to me, the average traveller, I would put them into the same category. Sorry If im not as 'in the know as you', but both were inconveniences to me and neither had to offer me ANYTHING. Yet AA did! That's my point....
Uadc8contrail From United States, joined Sep 2003, 1760 posts, RR: 11 Reply 5, posted (2 months 3 weeks 5 days 4 hours ago) and read 1269 times:
mate
AA had to do the right thing after the invol schedule change, QF on the other hand has no obligation to send you any thing other than a "hey we are sorry" mother nature screwed you and us....no us carrier for that matter would do that as well...and for anyone to say they do is full of it.....
OzarkD9S From United States, joined Oct 2001, 3472 posts, RR: 30 Reply 6, posted (2 months 3 weeks 4 days 22 hours ago) and read 1094 times:
Thanks for sharing. A positive experience related on this forum for once, as opposed to the usual whining and complaining. While some of the b*tching on here is justified, it can get tiring.
Lincoln From United States, joined Nov 2004, 3207 posts, RR: 8 Reply 7, posted (2 months 3 weeks 4 days 22 hours ago) and read 1084 times:
Quoting Ansett767 (Thread starter): And today a $100 voucher arrived in the mail! I think that's more than I even paid for my ticket.
What a nice touch! HOwever I think it's rather excessive, given the state of the US airline industry!!!
It's a voucher -- not actual cash, right?
The voucher probably expires in 1 year, is valid on AA only, has no cash value and no residual value -- most of those expire before they're used, then the others that are used are used to purchase tickets that cost more than the voucher value -- so they still collect revenue from you (e.g. $600 ticket - $100 voucher = $500 cash, and you're forced to fly AA rather than shop it around). Even if you find a ticket that costs less than $100 you can't use the residual twoards another trip or can you get cash back so the airline has only "lost" whatever the value of the ticket was.
It also gives them the opportunity to make your last memory better than that of the trip that inspired the voucher.
(Sorry, I'm a bit cynical)
Lincoln
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
AIR757200 From United States, joined Jul 2000, 1565 posts, RR: 6 Reply 8, posted (2 months 3 weeks 4 days 20 hours ago) and read 971 times:
Quoting Lincoln (Reply 7): Even if you find a ticket that costs less than $100 you can't use the residual twoards another trip or can you get cash back so the airline has only "lost" whatever the value of the ticket was.
And being a bit cynical, on this part, you are incorrect. If you exchange an AA voucher, you will get a residual voucher. You will not however, get cash back. I've given vouchers back that were like $2.00 because the system automatically prints the residual at the end of the transacation; and the residual is good for another year (based on the voucher print date), assuming it's more than a few bucks!
And don't forget, you can pay for your check baggage fee with the voucher, and yes, you will get a residual for that too! (the agent has to manually print a voucher in this case).
Deposit brain at door, Agent will babysit you to your gate.
PanAm330 From United States, joined Mar 2004, 2150 posts, RR: 12 Reply 9, posted (2 months 3 weeks 4 days 19 hours ago) and read 921 times:
Quoting Uadc8contrail (Reply 5): no us carrier for that matter would do that as well
Not to burst your bubble, but B6 has consistently given out vouchers for hotels, food, etc when weather is the cause of a delay. I'm certain many other airlines have as well.
Next flights: MCO-IAD-SYR-ORD-MCO on UA/UAX, Thanksgiving week
YYZYYT From Canada, joined Apr 2005, 572 posts, RR: 0 Reply 10, posted (2 months 3 weeks 4 days 19 hours ago) and read 899 times:
Quoting Lincoln (Reply 7): It's a voucher -- not actual cash, right?
The voucher probably expires in 1 year, is valid on AA only, has no cash value and no residual value -- most of those expire before they're used, then the others that are used are used to purchase tickets that cost more than the voucher value -- so they still collect revenue from you (e.g. $600 ticket - $100 voucher = $500 cash, and you're forced to fly AA rather than shop it around). Even if you find a ticket that costs less than $100 you can't use the residual twoards another trip or can you get cash back so the airline has only "lost" whatever the value of the ticket was.
It also gives them the opportunity to make your last memory better than that of the trip that inspired the voucher.
(Sorry, I'm a bit cynical)
Lincoln
cynical indeed - I would call that a "win-win soluiton", the benefit to the customer (perceived or actual) is greater than the coast to the airline.
Aussieindc From United States, joined Jul 2005, 322 posts, RR: 0 Reply 11, posted (2 months 3 weeks 4 days 19 hours ago) and read 887 times:
Technically, if the schedule change was unacceptable to you (and on this occasion, an extra 6 hour layover would have been), they are required to refund the ticket cost per Rule 240. Then you would be left with the task of checking on the Delta fares from JFK to DCA, or at worst, AA or US out of LGA if not wanting to go to IAD.
In my experience, the $100 travel voucher is suprising but I know that it certainly can be appreciated by passengers.
AlanUK From United Kingdom, joined Oct 2004, 614 posts, RR: 15 Reply 12, posted (2 months 3 weeks 4 days 16 hours ago) and read 752 times:
Suprisingly, one of my best flight ever was with AA, on a A300. Ok, so I got upgraded to First, but also the ground staff were charming (yes, charming in MIA!), and the crew were attentive and friendly. The plane was a little old and tired but the food was delicious and overall, I was impressed, considering AA gets so much bashing...
Ckfred From United States, joined Apr 2001, 2851 posts, RR: 1 Reply 13, posted (2 months 3 weeks 4 days 4 hours ago) and read 589 times:
Whenever AA had changed its schedule and created a problem (namely trying to get a toddler onto a flight departing before 8am or arriving into ORD after the toddler's bedtime), I have found AA reservation agents to be courteous, helpful, and very understanding. I have never had a problem changing to a better-timed flight.
Viaggiare From Costa Rica, joined Jan 2007, 943 posts, RR: 8 Reply 14, posted (2 months 3 weeks 4 days 4 hours ago) and read 538 times:
Quoting Lincoln (Reply 7): It's a voucher -- not actual cash, right?
The voucher probably expires in 1 year, is valid on AA only, has no cash value and no residual value -- most of those expire before they're used, then the others that are used are used to purchase tickets that cost more than the voucher value -- so they still collect revenue from you
Look, the gentleman is delighted to have received an unexpected credit against a future purchase... from an airline whose parent company just posted a 2Q loss of US$1.4 Billion. So even if the voucher expires before it can even be redeemed, he will probably still cherish that little paper souvenir, and remain a happy customer (and goodwill ambassador) for years to come.
AAJFKSJUBKLYN From United States, joined Jul 2007, 587 posts, RR: 1 Reply 15, posted (2 months 3 weeks 3 days 22 hours ago) and read 456 times:
Quoting PanAm330 (Reply 9): Not to burst your bubble, but B6 has consistently given out vouchers for hotels, food, etc when weather is the cause of a delay. I'm certain many other airlines have as well.
They will definately go out of business. I can assure you that they do not in fact do this. No airline would. They would help you find a cheaper hotel....and issue you a voucher....but you still paying.
Ansett767 From Australia, joined May 1999, 982 posts, RR: 2 Reply 16, posted (2 months 3 weeks 3 days 21 hours ago) and read 412 times:
Quoting Viaggiare (Reply 14): Look, the gentleman is delighted to have received an unexpected credit against a future purchase... from an airline whose parent company just posted a 2Q loss of US$1.4 Billion. So even if the voucher expires before it can even be redeemed, he will probably still cherish that little paper souvenir, and remain a happy customer (and goodwill ambassador) for years to come.
Exactly
I just wanted to share what a happy guy I was when I got it ... I'll probably never use it as I don't plan on going to the States in the next year but who knows - anyway, Its goodwill and I will use AA again if it comes down to a price choice!
I'll use Delta over them though!
I was on a flight the next week and asked for a seat further forward at checkin and was allocated 1A! I wasn't told it was an upgrade so I assumed it was all Y class being a short flight on a regional airline but no, it was 1st class and I was so happy when I got on board for the extra space (only candy and drinks offered but hey, it was still nice!)
PanAm330 From United States, joined Mar 2004, 2150 posts, RR: 12 Reply 17, posted (2 months 3 weeks 3 days 20 hours ago) and read 366 times:
Quoting AAJFKSJUBKLYN (Reply 15): They will definately go out of business. I can assure you that they do not in fact do this. No airline would. They would help you find a cheaper hotel....and issue you a voucher....but you still paying.
Actually, B6 does give vouchers out for weather delays. I've been the recipient of said vouchers twice; both times compensation was in the form of a monetary voucher. I suspect it has something to do with that whole fiasco last winter, otherwise they wouldn't be nearly as willing to give vouchers for something that isn't their fault.
Next flights: MCO-IAD-SYR-ORD-MCO on UA/UAX, Thanksgiving week
Uadc8contrail From United States, joined Sep 2003, 1760 posts, RR: 11 Reply 18, posted (2 months 3 weeks 3 days 18 hours ago) and read 330 times:
PanAm,
this got me thinking so i went over to the jetlue counter and asked 2 agents over there. they do not give hotel/meal or trans vouchers if a flight is delayed due to weather, they will on occasion give out some travel vouchers good for travel on future jetblue travel, were you given a hotel/meal voucher that you presented to the vendor as payment or given a travel voucher that is good for future travel? if you did not get a hotel/meal voucher then you still would end up footing the bill for any incidentals.
CMHSRQ From United States, joined Feb 2004, 817 posts, RR: 3 Reply 19, posted (2 months 3 weeks 3 days 16 hours ago) and read 280 times:
So I can add my own personal AA story.
I was scheduled to go skiing with some friends in Colorado in March of 06. My wife was prego and due in late May. However my daughter had a different idea, and was born the day before I was scheduled to leave. I called AA and told them to release my seat that I wouldn't be going to Colorado to ski. They did, and a week or two later I emailed them explained the situation and requested that the voucher be extended past the 12 month expiration date with the understanding that I had to pay chage fees etc. (purchased in Oct I think) I was going to use it the following winter. Well AA went above and beyond, they issued me a full and clear voucher that was valid for one year from the date of issue for the full amount of the ticket. I told everyone I knew about that experience.
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