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Squeaky Wheels Get Oiled, Perhaps

I am told by a very professional and nice woman at American Airlines headquarters in Texas that my lost bag has made it to New York and that she will schedule its return to me as a "Rush." The name of their delivery service? Perfect. (Try and find that in Google. I can't.)

It should arrive later today.

Why,oh why, oh why should I have had to go through all those phone calls to find my bag? What happens to people who don't know how to work their way up the chain when it's being yanked?

Even now, when I call the number I was given at the airport they give me wrong information.

"Your bag was scheduled to be picked up by the delivery service yesterday at 1 p.m. It should be returned to you within six hours."

Ahem. I was in San Francisco yesterday at 1 p.m.

I am not feeling confident that this bag will arrive.

UPDATE: American Airlines brought my luggage back. Hallelulah.

Categories: Customer Service Issues

Tags: american_airlines_lost_baggage american_airlines_customer_service american_airlines_customer_service_sucks

BL Ochman | Apr 28 06 2:18 | TrackBack (0)

Comments

I wonder how long it would have taken the airline to notice their appearance on your blog if you hadn't emailed them?

Posted by: Nathan Gilliatt at April 28, 2006 6:37 PM

good question! i have a feeling we'd all be old and gray before they noticed. There are an awful lot of American Airlines sucks entries in Google. They don't seem to be in the business of worrying about what customers think unless pressed quite hard.

Posted by: B.L. Ochman at April 29, 2006 11:20 AM

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About BL Ochman

Blogger, social media strategy consultant to Fortune 500 companies, and sought-after corporate speaker B.L. Ochman heads the creative team of whatsnextonline.com. She also publishes the Ethics Crisis blog for SRF Global Translations

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