American Airlines doesn’t care about customers

I’m publishing this on my blog so that I can provide a link to this on Twitter. I feel powerless to do anything against the largest airline in the world. They simply don’t give a shit about their customers.

From American Airlines after they destroyed our printer. We were charged for additional bags on the second leg when we had to overnight because their flight schedule could not accommodate us on the same day. What do you think?

“Thank you for contacting us. We appreciate hearing your perspective about our checked baggage policy.

When a customer has an overnight stopover, the baggage fee will be charged at the originating point of the trip, as well as at the stopover point. Assessing charges for checked baggage was a difficult decision but reflects the reality of our business. The cost to the airline to transport baggage is substantial and the checked bag charge helps to offset that expense. We have “unbundled” (created separate pricing for) many of our services in order to keep our fares competitive. This also allows our customers to only pay for those services which they are utilizing. At this time, we have no plans to eliminate the baggage charges.

In addition, we are sorry to hear that your equipment was damaged when you traveled with us. Certain items in checked luggage are not covered under our Conditions of Carriage. We do not accept responsibility for computers and other electronic equipment. For additional details visitAA.com.

Ms. Scanlon, we hope to have our customers’ understanding as we work to remain competitive.”

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