Monday, October 03, 2005
Actual letter I'm mailing tomorrow
October 3, 2005
American Airlines Customer Relations
P.O. Box 619612
MD 2400
DFW Airport, TX 75261-9612
Dear Madam or Sir:
In late August, when I was living in New Orleans, I made a reservation to visit my family in Chicago over the Thanksgiving holiday (flight 2174 on November 22). I lost my job and home to Hurricane Katrina, and now I have relocated to Chicago permanently. I will not need to use my nonrefundable airline ticket.
I called your reservations line this evening and spoke with Marty Barun in the Dallas office about this problem. I couldn’t believe how rude he was as I described my problem. He cut me off in the middle of my explanation to tell me that the hurricane was not the fault of American Airlines. When I explained that I have no money or income and wanted a refund so I can begin to rebuild my life, he again cut me off in the middle of a sentence and said impatiently, “No, that’s not an option.” I asked to be transferred to another agent, not because I thought they would describe a different policy, but because I couldn’t believe how rude the man was. Mr. Barun put me on hold for five minutes, and then came back on the line to tell me again that a refund was impossible. I said I thought he was going to transfer me to another agent. He disregarded this request and said again that I would not be able to receive a refund because I had “chosen” to move to a different city. Chosen?! My home was destroyed by a natural disaster, as Mr. Barun knew. I hung up.
I understand from your Web site that your policy is to provide a travel voucher in a case like mine. However, in light of (a) the fact that I have lost my job and home and have no need or money to travel by air any time soon, and (b) the rudeness with which I was treated by your representative, please refund my ticket price in full.
Sincerely,
(my full name)
American Airlines Customer Relations
P.O. Box 619612
MD 2400
DFW Airport, TX 75261-9612
Dear Madam or Sir:
In late August, when I was living in New Orleans, I made a reservation to visit my family in Chicago over the Thanksgiving holiday (flight 2174 on November 22). I lost my job and home to Hurricane Katrina, and now I have relocated to Chicago permanently. I will not need to use my nonrefundable airline ticket.
I called your reservations line this evening and spoke with Marty Barun in the Dallas office about this problem. I couldn’t believe how rude he was as I described my problem. He cut me off in the middle of my explanation to tell me that the hurricane was not the fault of American Airlines. When I explained that I have no money or income and wanted a refund so I can begin to rebuild my life, he again cut me off in the middle of a sentence and said impatiently, “No, that’s not an option.” I asked to be transferred to another agent, not because I thought they would describe a different policy, but because I couldn’t believe how rude the man was. Mr. Barun put me on hold for five minutes, and then came back on the line to tell me again that a refund was impossible. I said I thought he was going to transfer me to another agent. He disregarded this request and said again that I would not be able to receive a refund because I had “chosen” to move to a different city. Chosen?! My home was destroyed by a natural disaster, as Mr. Barun knew. I hung up.
I understand from your Web site that your policy is to provide a travel voucher in a case like mine. However, in light of (a) the fact that I have lost my job and home and have no need or money to travel by air any time soon, and (b) the rudeness with which I was treated by your representative, please refund my ticket price in full.
Sincerely,
(my full name)
