American Airlines Letter - 210 Lake St. Ithaca, NY 14850...

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210 Lake St. Ithaca, NY 14850 September 21, 2008 American Airlines Customer Relations P.O. Box 619612 MD 2400 DFW Airport, TX 75261-9612 Dear American Airlines: My friends and I flew from Chicago to Boston on August 4 th using American Airlines. Right before my return flight, there were tornado warnings and severe weather forecasts. What ensued was a series of delays, an overnight stay in O’Hare airport, and hours of waiting on line. The purpose of this letter is to inform American Airlines of some difficulties I encountered and to provide you with some suggestions and feedback from my and my friends’ experience. I hope that the answer to the following questions can shed some light on my experience and provide some useful insight for your company: How effective was your weather crisis on the day of my flight? Your weather crisis strategy was not very effective. My friends and I were not informed of the tornado warnings by American Airlines until we had finished checking out of our hotel and we were forced to stay in the airport without beds, blankets, or food. How effective were your customer service program and wait list programs? Your wait list program was almost impossible to navigate and customer service was very poor. We were put on the wait list for all flights from Chicago to Boston. While we were in the airport, our time was filled with a series of sprints between booked terminals and unhelpful desk agents. How effective was your communication with customers? The communication with passengers was ineffective. Almost every point of communication between passengers and your staff was confusing or misleading. The terminals are filled with loud speakers and flight monitors. Despite all this technology my friends, fellow passengers, and I were completely uninformed about the weather warnings, flight delays or wait list changes. How effective was your weather crisis on the day of my flight? Your weather crisis strategy was unsatisfactory and ineffective the day of my flight. My friends and I were never informed, prior to reaching the airport, that our flight would be delayed or canceled. We checked out of our hotel room, packed our bags, and bought transit tickets to the
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This note was uploaded on 04/23/2009 for the course HADM 165 taught by Professor Wolfe during the Fall '08 term at Cornell University (Engineering School).

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American Airlines Letter - 210 Lake St. Ithaca, NY 14850...

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