The Dallas Morning News
Adjust customer service, please
Re: “American still hemorrhaging cash,” Wednesday news story.
I recently had an experience with American Airlines that maybe can help them cut back a bit on their $27 million a day losses.
I purchased a ticket on a flight and also purchased an upgraded seat with no seat in front of me, granting me extended legroom. Due to a plane change, my upgraded seat suddenly became a seat without extended legroom.
When I called and asked to be moved to an extended legroom seat, I was told by a customer service representative and a supervisor that I would have to pay an amount that would have effectively doubled the cost of the original ticket, if I wanted to keep the extra space. I declined, and received a refund for the upgraded seat charge.
Both representatives informed me that getting a new extended legroom seat for the original upgrade price was “not in American’s guidelines.” Perhaps they should look at those guidelines, as they pigeonholed customer service into refunding money, rather than the airline keeping the money and working with a customer to help get what the customer originally purchased.
Keith Venturoni, Plano