I'm not generally one to use this blog to rant and air grievances. At least not naming names. But in this case, I have made every effort to get some measure of satisfaction and the public venue is the only one I seem to have left. I don't use Twitter though I have heard that companies are sometimes more responsive to that, so if you have Twitter I empower you to post a link to this blog and tag American Airlines so that maybe someone there will see it.
I also implore you -- do not fly American Airlines.
I will lay out a fact pattern as dispassionately as I can so that all can see exactly what happened here, and before you pass judgment and decide that I am making a mountain out of a molehill, realize -- I know many people have it worse than I do. I know that in the grand scheme of things, this isn't so horrible. But there is a principle involved and I am loath to walk away when a principle has been violated.
As you might have read on a previous post, my wife and I recently went to Israel to visit our elder daughter. Our flight on the way there was a one-stop (from JFK to TLV by way of Charles De Gaulle airport -- CDG) American Airlines flight. I'm not much of a flier so when we got the deal we got, we decided that we still had money in the budget to pay for "Preferred" seats. For this leg of the trip, the cost was $80.54 per seat. One hundred and sixty-one dollars did not seem like a large expense for the chance at a more comfortable experience.
As we were flying in a 767, we looked at the seat map on the American site and chose preferred seats -- row 20, which happens to be an exit row. We are able bodied and understand English so we felt able to discharge the duties of the exit row.
We arrived at the airport and went through security and we waited for boarding to commence. At a certain point, it seemed like something was amiss -- the gate crew was confused and a line formed. Many passengers seemed agitated. Then an announcement was made -- apparently the 767 expected FROM Europe was diverted so the airline had to replace it with an available 757. As the 757 is a smaller plane, people on stand-by had less chance of getting a seat and people in business class might get bumped down. The representatives were offering a $500 voucher for anyone willing to be seated on a later flight. We were happy with our seats (and were informed that we had not been bumped from the flight) so we simply waited. I did confirm that I would get "preferred" seats as I had paid for them. I was told by a gate crew member that either I would or I could contact the corporate offices for a certain refund.
We boarded (2 hours late). My wife and I DID get row 20, but row 20 was no longer an exit row. I was just a regular row in the midst of the main cabin. I explained the situation to the cabin attendants and was told that 20 was not a "preferred" seat but I could surely get a refund once I contacted the corporate offices. I sat through a difficult flight (as I said, I am not much of a flier) and was only reassured by the understanding that I would get the money that I spent on this perk back. After we got back from our trip, I, as per the instructions, emailed the corporate offices to alert them of this problem.
I received an email in return which told me that American was willing to send me a $100 voucher but not a refund. I responded that I did not receive a particular service and thought it proper that I simply receive recompense relevant to that issue. The next email notified me that I, in fact, DID sit in a preferred seat so I was not eligible to receive any money -- that the service was tendered.
A couple of side notes:
1. I know, $161.08 is not a huge amount, but I'm a teacher with kids and bills and a mortgage and every little bit helps.
2. I have and am about to make a series of claims and representations -- I assure you I have diagrams, pictures, documentation and support for each thing I claim (other than my reporting on conversations I had - I didn't record them).
I have tried to explain myself to American Airlines in a series of emails. They have presented no counter-factual claims and have simply restated "you did get a preferred seat" over and over. I asked, repeatedly, for a phone call. I finally received one, but it was while I was in the middle of proctoring a test. The woman, Shannon Tatum, said she could call me again the next week. I agreed.
Here are some facts (which I can support with diagrams and seating charts).
A. On a 767, row 20 is an exit row and has a bit more leg room.
B. On a 767, row 20 is for sale as a preferred seat.
C. On a 757, row 20 is not a preferred seat
D. In fact, on a 757, there are NO preferred seats. All exit rows are "Main Cabin Extra".
So getting row 20 on a 757 meant not getting a preferred seat. Pretty straightforward. Except that American, and Shannon Tatum repeatedly insist that row 20 is a preferred seat.
I have gotten more emails from Shannon Tatum insisting that she tried to call me back. In this day and age of cell phones, I find that hard to believe. My phone registered no missed calls or voice mail messages. SO I called back this morning and left a message asking for a return call. A later email indicated that there needed no continued follow-up because they had not changed their position. (in the interim, there were other emails where they made confusing claims about whether row 20 specifically was always an exit row, or whether an exit row was always a "Main Cabin Extra" seat or anything else, all the while never dealing with the precise facts that I laid out for them)
Today, Shannon finally called back. She had nothing to offer except the insistence that
I. Row 20 on a 757 is a preferred seat
II. My focus was only on leg room but not all preferred seats assure extra leg room. When I tried to explain that my focus was on getting the preferred seat that I paid for and it just so happened that on a 767, the preferred seats in row 20 have extra leg room she interrupted me and refused to let me finish.
I tried to stay calm and explained that I had diagrams and seat maps of a 757 going from JFK to CDG on which row 20 is clearly NOT a preferred seat and, in fact, there are NO preferred seat. I said that in any discussion, when one participant presents proof and facts it is reasonable for the other side to present different facts which would either disprove the offered evidence or substantiate an opposite claim. She asked me to send the diagrams I had. I said I would but when I asked her to present any maps or diagrams on which row 20 is labeled as a preferred seat she said she had none. She said "I don't have to send anything to you." I tried to explain that it wasn't about "having to" but that in the absence of any countering evidence, it would be hard for her to prove that row 20 is a preferred seat on a 757. She hung up on me.
I want to repeat that.
Shannon Tatum, of American Airlines Customer Relations told me I didn't have the evidence I had, said she had no proof of her own to support her position, and because I was not simply taking her word for it, hung up on me.
I'm sure there are plenty of honest, hardworking and sincere employees at American. My flight back from LHR was fine and my preferred seat had a huge amount of legroom.
But Shannon Tatum is everything that is wrong with American. She refused facts, made claims that displayed an ignorance of the situation and facts, did not communicate in a timely fashion and did not value that a customer took the time to appeal to American in pursuit of what is right and fair. I didn't ask for repayment for an entire ticket. I didn't ask to be compensated because the flight was late or even because the seats were uncomfortable. I fly with my eyes open -- I know what is in and out of the control of an airline. But refusing to honor a provable purchase and not being willing or able to show that my claim lacks validity is insulting. If she can show me that row 20 is a preferred seat on a 757, I will shake my head but will have no leg to stand on. I accept that. But I have been told by AA employees that it isn't. I called a ticketing agent, I spoke to gate and cabin crews, I checked the website.
I have to give a big thumbs down to the corporate structure of American and to Shannon Tatum specifically. This is not how business is done and it will be a long time before I even consider flying American again. All because of Shannon Tatum.
I adjure you -- if you are flying any time soon, do not fly American and if asked why, simply tell them that Shannon Tatum and American's Customer Relations department have made it clear that American Airlines doesn't care about its customers.