To: American Airlines
To whom it may concern,
I recently reserved a flight on aa.com using an eVoucher.
A few hours after reserving my flight, I received a call from American
Airlines telling me that there was a problem with the eVoucher pin.
After telling the representative my eVoucher number and pin, everything
was squared away. This whole process took about 20 minutes.
Assuming that the problem was a result of me entering the information
incorrectly, the website failed to check if my voucher pin was correct.
If it had, I could have corrected it then and there, taking probably
less than a minute of extra time. Instead, I had to spend 20 minutes on
the phone to correct this problem.
In the course of my complaining to one of the representatives, I was
told that credit card information is also not verified on the website –
it has to be checked by hand after the form is submitted!
The first thought that comes to my mind is that this is a missing
feature on your website which probably wastes thousands of dollars of
labor each month.
Secondly, it wasted MY time. At the minimum, I would like some kind of
confirmation either that this is a bug, a missing feature, or a
necessity due to some sort of technical or bureaucratic limitation. I
also think I am warranted some compensation for the loss of my time.
The record locator for my reservation is XXXXXX
Thank you for your time, and thank you for providing this web form as a
channel for customer feedback.
John Bachir, AAdvantage member since 1998
Dear Mr. Bachir,
Thank you for your interest in American Airlines. We want to respond to
you, our AAdvantage Gold customer first.
AA.com is working as designed. AA.com is not programmed to verify PIN
numbers. All verification is done by American Airlines eTravel Document
Service. Your wrong entered eVoucher PIN was caught by American
Airlines eTravel Document Service automated ticketing system. This
system is working as designed.
When making a reservation through the Internet, you are acting as your
own travel agent, and thereby, have accepted responsibility for
verifying that all information you have entered is correct. Since you
entered the wrong information, American Airlines is not responsible for
your additional time spent to obtain the correct information.
Unfortunately, I must respectfully decline your request for any
compensation. While in certain situations compensation is in order,
American Airlines does not offer compensation for our customer’s time to
correct a ticketing issue.
We appreciate your visit to American Airlines’ Website, AA.com and we
look forward to the privilege of serving your travel needs.
Sincerely,
Mr. M. Exter
AA.com Web Services
American Airlines
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