The AA Response; “Sorry, we suck.”
June 3rd, 2007Dear Brig. Gen. Faries: (I was forced to select something from the list, and I’ve always wanted to be a General)I apologize for any inconvenience regarding your online credit card ticketing transaction and your subsequent change to the same ticket through our reservations representative and our ticketing office in Bermuda. As our technology advances, we are able to accomplish more and more of our required transactions online. Currently, ticket changes are not possible on AA.com, due to the complexity of this process, and you need to call our reservations office to make a change, as you experienced. (So you need to call us)
However, not all forms of payment can be managed appropriately via a telephone transaction. I regret that this limitation has resulted in a frustrating situation for you. Most ticket counters and Travel Centers are not manned for public telephone contact, as this would detract from their primary function which is to serve our customers who visit the office in person (Who visit because we have no telephones). The airport service fee is for the ticketing service provided by the agents at these offices and counters. (Who we forced you to use)
I am happy to learn that you did receive the assistance you needed. (After arguing for 20 minutes with the agent) I can understand your frustration but, as our industry advances toward greater standardization of international accounting and security processes, you are likely to find that future transactions allow for greater freedom and efficiency. (We promise to suck less sometime in the future, but we still won’t have telephones)
Gen. Faries, we will continue to work hard to determine how best to allow our customers with international credit card billing addresses to complete their transactions (However if you choose to live outside the US, you’re on your own buddy). In the meantime, we appreciate your feedback as we strive to make AA.com as convenient and easy to use as possible for our customers.
Sincerely,
Linda Fitch
Customer Relations
American Airlines
American Airlines; AARGH!!!!!
June 1st, 2007Text of my recent complaint to AA. Aargh! How ridiculous is this nonsense!
“I have just had the EXTREMELY PAINFUL experience of working through YOUR UNBELIEVABLY RIDICULOUS process of paying for a change to a ticket.
After booking a ticket online and paying via credit card, I was later faced with making a change to the reservation, at which point I ran into the most bureaucratic, unfriendly, anti-international and anti-customer set of restrictions and ludicrous rules that I have ever been the victim of.
1. Changing my reservation on the phone was fine, until time to pay; NON US CC ARE NOT ACCEPTED! WHY NOT!! I PAID with a non US CC, and am a Bermuda resident! I DONT HAVE A US CC!!!
2. I was told I could only make the payment at the Bermuda office. THERE IS NO PHONE NUMBER LISTED ANYWHERE FOR THE BERMUDA OFFICE, including the local phone book. I know talking to customers is an “annoyance” but sometimes you might want to allow them the chance to talk to a person, ESPECIALLY WHEN YOUR POLICIES FORCE IT.
3. After getting a local number from a friend who works at the airport, I called to be told CC’s are not accepted over the phone, and it was necessary for me to physically visit the airport 12 miles away to PAY YOU, even though I’m using the same CC, in my name, for a ticket in my name! Finally the agent gave in and accepted the CC payment.
4. To add insult to injury, I was charged an additional $15 airport charge, even though YOUR POLICIES FORCED ME INTO DOING THIS!
Now your form is LIMITING THE NUMBER OF CHARACTERS I CAN USE TO MAKE MY Complaint! Aargh!”
Short Stack Standings - November
January 4th, 2007With one month remaining in the tournament aggressive play hurts Nick and Mike, but helps Dan, moving him to second place behind Joe. Dan’s $120 win doesn’t help him too much as it was countered by a $50 win by Joe, who would now need to see a major upset to fall out of first spot.
shortstackstandings_oct_2006-1.xls
| Rank | Name | # Games | Eligible | Winnings /Game | Total Winnings | Form 4 mths | Nov | |
| 1 | Joe | 42 | Yes | $2.76 | $115.75 | $60.00 | $60.25 | |
| 2 | Dan | 35 | Yes | $-0.71 | $-25.00 | $35.25 | $120.75 | |
| 3 | Nick | 35 | Yes | $-1.41 | $-49.25 | $-38.50 | $-41.25 | |
| 4 | Mike Jones | 44 | Yes | $-4.27 | $-187.75 | $-59.00 | $-52.00 | |
| 5 | Chuck | 35 | Yes | $-6.13 | $-214.50 | $-117.25 | $-50.75 |