From AA: This is a time when apologies aren’t enough.

[Ned]

American is trying to get their customers back. I got this email this evening.

I'm still waiting to see something more substantial than miles, before I consider flying with AA any time soon. I'm waiting for improved service, and seats firmly anchored to the floor of their planes.

This is a time when apologies aren’t enough. And our customers deserve more than words.

Our recent operating performance was not up to our standards. More importantly, it was not up to those of our customers. We know you faced difficult delays and cancellations which affected important events in your life. And for that, we are deeply sorry. But beyond simply apologizing, we also want to thank you for your support and patience.

We are committed to creating a better experience for those who fly with us. In fact, we have taken many steps toward regaining your confidence and trust, and are working to bring you a level of service that lives up to our name.

But improving is only the first step. We also want to say thank you to our loyal customers for standing by us. So starting November 1, 2012, every AAdvantage(R) member can earn double elite qualifying miles and points for travel on American through the end of the year. Also, all customers flying with us during the Thanksgiving period, November 16–26, 2012, can earn double miles. Simply register below to confirm your participation.

After all, actions speak louder than words and you deserve our best.

Sincerely,
Suzanne L. Rubin President
AAdvantage(R) Loyalty Program

[jimtbay]

What a lame letter.

They should say:

Hey, we know the end is near. Give us one last cash boost for our manager bonus programs during the holiday period, maybe we will get you to your destination in time for dinner. Earn double miles, but when we go belly up next year, you will not be able to use them.

Bye bye AA!