I am a AA Platinum 2 million miler. Unfortunately I moved to North Houston where United has a hub and AA has very few flights.
I paid for a flight yesterday and needed to change it today. Literally 29hrs after United ticketed it even though I got the confirmation later. Predictably the customer service supervisor will not waive the $200 change fee for a few hrs in a trip that departs in more than 2 weeks. An then Oscar Muñoz wonders why he leads the worst ranked US airline.
Employees are unempowered, overburdened and outright careless.
The concept of customer service is foreign to this culture. I will drive an extra 20 miles to Hobby and fly SW or AA.
Reason of review: Poor customer service.
Monetary Loss: $200.
I liked: Flight schedule, Cabin crew.
I didn't like: Customer service.