Comments on: Why can’t every customer service interaction be this good?

By: Cathy Baar

Cathy Baar — Thu, 24 Sep 2009 19:48:06 +0000

The American Airlines agent was probably disciplined for “going out of the box” and breaking the RULES. It would be interested to find out what happened to her afterward.

By: JESS Kalinowsky

JESS Kalinowsky — Fri, 11 Sep 2009 17:46:06 +0000

The traveler ‘hit it lucky’ with AA. That is NOT the ‘norm’ for them. If he had purchased that ticket through a qualified travel agent, that agent would have told him the exact same scenario, immediately! The only ‘extra mile’ AA did for him was the ‘no penalty’, but I bet when he gets ready to use the ticket the next AA person will not be as nice! People are leaving online booking engines, airlines included, and going back to Professional Travel Consultants in droves according to a recent CNN poll. Every qualified travel consultant knows the rules for all airlines!

By: Frank

Frank — Tue, 08 Sep 2009 23:19:18 +0000

But I also wonder: Why can’t every customer service interaction be this positive?
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You think possibly after the 80′s and 90′s where everyone caught on that if you COMPLAIN to the airlines, they’ll throw vouchers, meals, upgrades and miles at you?? YA THINK? Even the slightest inconvenience was a reason to put your hand out, because the airlines would appease you in the name of customer service. They, too caught on and now look at these cases more closely.

LESSON FOR THE TRAVELER: dont just look at the ticket price when purchasing, there’s RULES that come with them.

By: todez

todez — Tue, 08 Sep 2009 15:08:44 +0000

Hello Mr/Ms Airline Executive and Staff! This is a wake-up call especially for YOU! Be kind to your customers (every time you have contact with them) and they will be yours for life. Be something other than that, and, oh well, YOU LOSE!