What a long, strange trip it’s been. American Airlines is treating some of their best customers like they did a long time ago. The airline industry has been through so much the past 20 years. I traveled a bit here and there for work in the 90s. I never really traveled enough to earn elite status until 2000, and then started chasing status in earnest in the wake of 9/11 as business travel returned. Leading up to 9/11 my father was a road warrior who traveled almost exclusively with TWA. […]
What should you do when 150,000 miles disappear from your United Airlines account? How about when an agent promises to return 65,000, only to have another 20,000 disappear? My solution was to spend 9 hours on the phone. None of it worked. Find out what did. Buckle in, this is a long one.
We’re past the point of shock when we see bad customer service by an airline employee, right? This is a unique story of a high-stress situation where the employee fails to perform. Who’s at fault?