AN OPEN LETTER TO AMERICAN AIRLINES

Posted in Rants on June 23rd, 2014 by Ed

Dear American “Airlines,”

So that you may not duck this formal complaint with the cheap excuse that it is profane and uncivil I will endeavor to keep my swearing to a minimum. I suspect, however, that I will be as successful as your airline is at getting flights off the ground on time. What say we forgive one another in advance for coming up short?

Simply put, American Airlines, you are a very bad airline. The following tale of woe is true in every detail, as I am certain that other customers who have been bent over and cornholed by your sad excuse for a going transportation concern will be able to attest. Through repeated mergers and acquisitions you have managed the incredible feat of becoming the world’s largest airline while retaining all of the charm, efficiency, and customer service of the third largest taxi company in Lagos. Future generations will look back on this accomplishment with awe and wonder.

On Thursday, June 19 my flight out of Peoria, IL (where hopes and dreams go to die) was canceled for “weather.” I was helpfully rebooked on a flight Friday, June 20. As this cut into an already brief vacation to Mexico, the ticket agent was kind enough to offer me the opportunity to fly out of Bloomington, IL, located 45 minutes away, on the same day. Thus I drove at breakneck speed to Bloomington to make the outbound flight. Figuring that a canceled outbound flight would be lonely if not paired with a canceled return flight, I arrived at O’Hare to find my 9:05 flight to Peoria on Monday, June 23 was also canceled. For “weather.” Suspiciously, the 9:05 flight was canceled before 7 PM yet a separate flight to nearby Bloomington on which your agents refused to book me took off (after sundry delays) at 9:15. If the 9:05 flight could not fly through the “weather”, I can only assume that the 9:15 flight was torn asunder with the loss of all on board since PIA and BMI are merely 30 miles apart.

Realizing that a gaggle of upset customers was waiting at the gate to be accommodated, the AA gate agent helpfully walked away. Like, she just left. This employee – let's call her Eva Braun, to choose a random name – did not return for a full hour, time that I strongly suspect* she used to fortify herself with prescription cough syrup and Jeppson’s Malort.** Upon her return I waited a considerable amount of time to advance in this line at a pace best described as that of a pre-holiday queue outside the last open butcher shop in Riga, Latvia prior to the fall of Communism. When my turn came, Eva informed me that she was “busy” and I should, I quote directly, “go find someone else to help (me).” As a different flight was preparing to depart from this gate, my issue was “not (her) problem.”

American Airlines, I could get better customer service from the Kansas City Mafia. That’s not even one of the good ones.

After trying several people in AA uniforms standing behind desks at AA gates, I finally found a young lady who was able to reschedule me for a flight on Tuesday, June 24. As this strands me overnight in Chicago, I asked which hotel I would be boarded in for the evening. She informed me that I could get a “discounted rate” at area hotels but that I would bear the cost of the room. Confused, I asked slowly if I heard correctly – my hearing has been a bit out of whack since I stood too close to a loudspeaker at a Motorhead show in 1996. She replied, with no small amount of embarrassment, that since the cancellation was due to “weather” and thus "beyond the control of the airline," I would not be compensated with a hotel. Or even a lousy meal voucher. Given that AA cannot seem to control its own scheduled flights it comes as no surprise that the company has not yet mastered control of the weather.

At this point I would like to reiterate that you, American Airlines, are a very shitty airline and I wonder if perhaps you would not be better suited in another line of business. I’d have had better luck getting home by slathering my naked, hirsute body with expired Soviet postage stamps and taking a running dive into a Post Office.

Here I lie on the linoleum of O’Hare Terminal 3, pondering how a company that only does one thing could be so terrible at the thing. In the future it is my fervent hope that AA is purchased by a company that is competent at what it does – say, the makers of Jimmy Dean’s breakfast meat cylinders – and this will instill some managerial and organizational competence in your alleged airline. Their product may be a horror unequaled in the Western world, but at least they don’t fuck up the one thing they do. And I am fairly confident that Jimmy Dean’s would not make me sleep on an airport floor or make me buy my own shitty airport dinner.

In closing, American Airlines is a ball-gargling clusterfuck of an airline. How your one-lung shitshow manages to limp from quarter to quarter in solvency is a mystery. I lie here certain that your long term plan to fly the idea of customer service into the ground at high speed has been foretold by prophecy and cannot be stopped.

You are worse than Delta. How is that even possible. Don't worry though, they plan to one-up you by instituting a new policy under which one passenger on each flight is chosen at random and shot.

In spite,
Ed

*Libelous, likely untrue
**Look it up

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