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June 28, 2005
American Airlines is a F'd Company

This is a follow-up to Gus' post about our trip to New Orleans. The Search Conference was great, and our hotel in New Orleans was beautiful, but there was a big bump in the road getting there.

The short version of the story is, our American Airlines flight that was supposed to leave at 2pm didn't leave until 11pm. This was after 7 gate changes and rescheduling our departure 10 times. We weren't too perturbed because we had "The Incredibles" on DVD, but you should have seen the other passengers freaking out!

Being the Travel Specialist that I am, I had to see what other people were saying about how American Airlines treats their passengers. I came across a very revealing document at F'd Company -- an internal memo from a Regional Manager to all American Airlines flight attendants.

"Customers have told us repeatedly that were it not for our extensive global network, our schedule frequency, and our AAdvantage program, they would likely choose another airline to serve their needs, because they are dissatisfied with our overall service and lack of consistency."

Mr. AA Regional Manager sums that up nicely!

On a related note, I met Philip Kaplan, the founder of AdBrite and F'd Company at the conference, he is a very cool guy.


Posted by Michelle on June 28, 2005 12:43 PM


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