This is a “customer complaint” I wrote to American Airlines on September 16th after I got back from my most recent visit to Ecuador. I was assigned a complaint number via Twitter, the only arm of their customer service department that apparently cares to attempt to resolve their issues.
We’ve received your email and have forwarded it to Customer Relations. Your confirmation number is 1-1013447298.
“For over 40 years (yes I am that old and still kicking) I have been flying American Airlines. I grew up in Arlington Texas and as there has always been access to this Airline in the DFW metro area. The headquarters has been located there since 1979 . Until 1973 when the airline transferred to Dallas/Ft Worth International Airport, my flights primarily went out of Love Field in Dallas. It was an ordeal to use this airport and no one was more thankful than me when, DFW opened in early 1973.
As a buyer with Six Flags amusement parks I had the great fortune of traveling to SE Asia for two months each year and to all the major trade shows in the US annually. I used the airlines quite a lot. In fact I am approaching the million mile level with your airline and have always been treated great. I have a myriad of friends that have worked as Stewardesses and at the Ticket Desk for American Airlines over the years and was always proud that they headquartered in my backyard.
Recently I have noticed a complete reversal in service, attitude and courtesy among the majority of the employees. I am not sure if its the merger with US Airways or what. My most recent flight from Guayaquil to Miami, was an example of this. Its bad enough you have to get up at 2:30 AM to get to the airport, buy having transpire what happened to me was beyond belief on this flight.
We were served this amazing breakfast. After all I paid $949 for this ticket and it proudly announced breakfast would be served on the flight itinerary. If you count there are 3 bites of pineapple, 5 bites of watermelon,one grape, a sandwich and either jam or butter to apply to your bread. I was awestruck by the quality. After downing the fruit in about two bites, I opened the sandwich and found this.
There was one measly slice of ham that had to weigh .25 ounce and a slice of cheese that had to weigh .30 ounce I am guessing. I had to laugh to keep from exploding. After consuming this wonderful nutritious meal I was overcome with the Grand Amoeba, more commonly known as Montezuma’s Revenge. I looked to the rear of the coach and there had to be 12 or more people in line. I got up (I was in 3 or 4 rows back from first class) and went to the first class area to use the restroom. A nice young man (Steward) named Art stepped up and told me it would be two seconds before it was free, as the crew was using it.
I asked him if he was sure it was going to be two seconds and he replied well maybe three seconds. I laughed and returned to my seat squirming. When it was apparent the lavatory was free, I got up to go to the first class again and lo and behold a stewardess with short silver hair started walking to me, pointing her finger in my face and telling me I had no right to use this facility and would have to return to the rear lavatory, which now had 15 or more people in it. I was extremely upset, as this same lady had allowed no less than 10 to 12 “coach” passengers to use the first class facilities prior to me and carried on a conversation with some of them, as they waited.
As I returned to get in the massive coach line, a wonderful stewardess that had seen the entire episode apologized to me and tried valiantly to calm me down. I believe her name was Kathy. Tall lady with 29 years experience she told me, blond hair and a fantastic disposition. She helped keep me out of trouble! It helped somewhat.
My issue is that I was the only individual that this lady would not allow to use the facilities and why she chose me to discriminate against is beyond me. I am not sure if it was my age, my beard, my Hawaiian shirt or my Panama Hat, but she obviously felt compelled to reject me and only me. I was embarrassed beyond belief and cannot tell you how much I wanted to tell this lady off. I knew if I did that I would more than likely wind up in jail in Miami and chose to write you, the management about this incident.
I intentionally watched her actions, after disciplining me in front of the entire coach passenger population and she continued to allow other coach passengers to use the first class restroom. I was furious. She again stopped before the curtain and carried on a conversation with a coach passenger, then allowing him to use the first class facilities. I am mortified that I was singled out, especially since I was very sick to my stomach and barely got to the coach restroom without having an accident in my pants!”
As of today October 9, 2013 I have received no response, no apology or no solution to my discrimination. I am perplexed and very disenchanted that American Airlines has chosen to completely ignore this situation and has made no contact with me to attempt a resolution. I am asking my travel and food bloggers friends to use social media and blast this over all your platforms, until they decide to address this issue. I appreciate any and all help. Please use the hashtag:
Thank you kindly in advance for your help and support!!!