Tuesday, July 3, 2012

American Airlines: You + Me = Friends Forever

Dear American Airlines,

You and I are officially friends forever.  I didn't mean to post about this so late, but one thing lead to the other and well you know how that goes.  Anyways, what's important is that I'm here now and I wanted to share the experience I had with your airline with my current and future readers.

Very best,

Kenneth Westling

Let me begin by saying that American Airlines seriously went above and beyond the call of duty here.  I'll try to be as concise as possible, but I want to make sure I include all the details.  On the morning of April 30th, my wife and I left for Dulles International Airport expecting to leave on our honeymoon to St. Lucia via Miami at 6 AM.  Everything was going according to plan and with a flight leaving at 6AM, you would think that nothing could really get in our way.  Unfortunately, things took a turn for the worse.  

We boarded our flight at approximately 5:30 in the morning excited and ready to go, but that excitement quickly faded when we were told that the plane had a mechanical error and the part they needed to replace could only be retrieved from a nearby airport.  Needless to say, we had to get off the plane.  I can't say we were pleased, but we were trying our best not to let the situation get us down.  That changed very quickly when we found out the plane was going to be delayed by 5 hours and we were going to not only miss our connecting flight to St. Lucia, but we were also going to miss our first night at our resort in St. Lucia that we had paid for.  Looking for an outlet to complain I did what all people do when they want to complain, I went to Twitter.

So what happened next is where everything really begins.  Immediately after sending that tweet, I received a message from American Airlines asking what the problem was.  After exchanging a few messages, my original thought was that they do this with everyone, but really, I doubt anything is going to come of this.  Little did I know, they took my complaints to heart and told me they would try get our vacation back on the right foot.  

We finally embarked on our journey and made our way towards Miami.  As we were waiting to get off the plane in Miami we hear someone go on the intercom and say "Will Mr. and Mrs. Westling please step to the side when leaving the aircraft."  Initially, I thought to myself, oh great, I didn't mean it!"  But to my surprise there was a woman named Lori standing there from the American Airlines customer service department.  Lori explained how sorry she was, and wanted to make things right.  She explained to me how she saw my tweets, and when I say saw, I mean literally saw my tweets.  In her hand was a piece of paper with my Twitter profile and all the tweets I sent!!  She said she knew exactly who she was looking for.  Well, because of this, she explained how sorry she was for the inconvenience, and as a treat she not only gave us some spending cash in Miami, but she set us up for the night, and best of all, we received business class tickets to St. Lucia AND allowed us to move our flights one extra day free of charge so that we could extend our honeymoon.

This was by far the greatest piece of customer service I've ever received.  From my experience, companies rarely go that one extra step to drastically change a customers experience.  Usually they leave that to a few carefully crafted words.  But what you had here, was not only the web aspect, but you also had Lori who greeted us in Miami and made the whole experience personable.  It really felt like they cared, and that really mattered. 

American Airlines went the extra mile and for that I wanted to say thank you, and I look forward to flying again with you in the near future.

~Until Next Time~



  1. This reminds me of that saying, the squeaky wheel gets the oil! I am happy to hear AA made it right and I will definitely take this in to account as I consider them. Thanks!

  2. Thanks for the comment, Iggi!  AA certainly went the extra mile.  It's great to see companies take the time to care about their customers for a change.