Feed: FlyerTalk Forums
Posted on: Saturday, March 19, 2022 9:47 PM
Author: turntheheatdown
Subject: AA Excellent Customer Service
| I think as a BA customer we are inured now to poor customer service. What a revelation AA were recently. I booked two tickets from Glasgow to St Kitts for my wife and I in business class, AA fare £2353. BA fare for the exact same flights £9616 (4 of the flights were on BA). Something came up and my wife couldn't go. I called AA 40 hours after booking. It took 2 minutes for someone to speak to me. They very courteously split the booking and advised me what to say to try to get a refund. The refund was declined but a full credit given. BA cancelled my flight at 20.01 the night before I was due to leave. BA Executive Club close at 20.00. Is that a coincidence? I had spoken to them several times during the day and they had not told me the flight was cancelled. Appalling customer service. This would then have resulted in all of my flights being cancelled. I spoke to someone at AA and they stayed on the line for an hour and a half to get my ticket validated from London. I took a train to London (it arrived in over 2 hours late) and BA in person were wonderful. I had a great driver from Euston who got me to Terminal 5 in 33 minutes. 8 minutes from outside Terminal 5 to being on the bus to an aircraft due to leave 20 minutes later including checking in a bag, clearing security etc. All the other flights were great and the Flagship Lounge at Miami is outstanding. After I got back I again contacted AA and pointed out that the flight they gave a credit for was actually cancelled. They agreed and 48 hours later refunded my AMEX account the full amount of my wife's fare. |