Profile cover photo
Profile photo
Piere Ha.
14 followers -
Local Advertising at it's Best
Local Advertising at it's Best

14 followers
About
Communities and Collections
Posts

Post has attachment
Mountain View Certified ASE Master Mechanic David Young
Add a comment...

American Airlines experience 1/1/17.
This is my third flight with American Airlines with my dog in the last five months, all of which have been horrible experiences and this will be the last time me or my family fly with American Airlines, they have proven to be extremely uncaring towards not only myself but my dog and are not a dog friendly airline by any means.
After arriving two hours early for my 0925 flight to Chicago O’Hare from SFO with three pieces of luggage and my dog securely in his crate I was met with not only unfriendly and uncaring customer service from staff member, L. Smith but the supervisor Pauline as well.
Upon arrival I entered the Priority line, as I am a Priority member and AA Advantage Cardholder, waited in line and when I was second in line, L. Smith pointed at me and my dog from her counter and shouted, “Are you First class?” I replied no, upon which she pointed at me again and told me I was in the wrong line and had to reenter the main line. When I questioned this direction, since I knew I was not in the First Class line but the Priority line, and asked her why she wanted me to move she not only did not answer me, she blatantly ignored my question and pointed at me again telling me to go through the other line. As the main line seemed to be moving quicker, I moved to the other line.
Again I waited to get to the front of the line and when things seemed to be going smoothly, I had my dog paid for my bags checked and ready to go. I wanted to know the name of customer service L. Smith who had spoken to me rudely previously and the staff would not provide me her name. So we asked to speak to a supervisor the 10 year experience Pauline!, upon which she said little to nothing to me regarding the issue and offered no apology. She proceeded to walk over to L. Smith staff member but did not approach her regarding our complaint, and rather started helping another customer instead. At no point did this supervisor Pauline provide any sort of apology or sincerity regarding our treatment or her staff’s behavior.
After this incident, I proceeded to have my dog checked by TSA, and entered the security line. From there the staff from the ticket counter came and found me and removed me from the line because they had failed to properly check my dog’s paperwork. This was now less than 30 minutes from my flight time.
My dog was returned from TSA and I was told that due to the wording on my weather acclimation paperwork they would not be allowing him to fly with me Amazingly! The same paperwork that was approved by them 30 days prior!
The wording in question was the use of the veterinarians phrase, “I believe this pet can tolerate present weather conditions..” which the staff were claiming was insufficient to allow the dog to fly and they needed the paperwork to say “this dog CAN tolerate present weather conditions..”
This nitpicking of wording is another example of American Airlines inadequate customer service policies and disregard for customer experience including my dog and al was done right after we ask for the name of L. Smith & Supervisor Pauline! Coincidently or revenge & payback!.
I used the paperwork in question to fly from Chicago to San Francisco on 11/23/16 with no problems and similar weather conditions. The decision to disregard the paperwork provided was an unfair manipulation of the game that this company plays with customers and their animal cargo policy. If the paperwork was adequate enough for me to fly into SFO with it would stand to reason that the same paperwork would be used on my return flight.
At no point was any sort of accommodation provided or an apology, the supervisor Pauline, simply told me they would not be accepting my paperwork and since it was a Sunday and I wouldn’t be able to get other paperwork, my dog would not be flying and she walked away leaving me at the counter with another staff member to reimburse me.
This entire experience was the finest example of disregard for customer care, specifically when it comes to a pet. My dog is my family and having the added stress of having to call someone to take him home and the blatant disregard from the staff will ensure that I will NEVER be flying with American Airlines again, and I will inform anyone I know, and all pet owners that they should stay away from this airline and their rude, uncaring staff.
Add a comment...

the best in all of the bay area professionalism great price clean very happy thank you.
Add a comment...

The best experience with very professional people.
thanks for making ot easy for my family.
Add a comment...

Post has attachment
Add a comment...

Post has attachment
Add a comment...

Post has attachment
Add a comment...

Post has attachment
Add a comment...

Post has attachment
Add a comment...

Post has attachment
Add a comment...
Wait while more posts are being loaded