Wednesday, March 30, 2005

American's Response

Dear Mr. G-man:

I'm sorry your flight didn't operate as scheduled when you traveled with us on March 12 from New York. I know your family was inconvenienced, especially since the delay caused difficulties for your continuing travel to Anguilla. Without question, we did not provide the level of service you expected.

We wish we could guarantee that planes would always depart and arrive on time. Regrettably, we can't --√°but what we can and should do is make every attempt to minimize the inconvenience for our customers whenever our flights are delayed or cancelled. I am sorry that we didn't do a better job of overcoming the challenges we faced that day in order to make your experience a little less trying. Rest assured that our Station Manager in St. Thomas has received a copy of your email to review.

Unfortunately, the fact remains that our schedules are not guaranteed and are subject to change without notice. We have the authority and the responsibility to make changes to our schedules to resolve problems caused by weather, flight conditions, mechanical difficulties or other operational challenges. Accordingly, we cannot assume financial responsibility for our customers' personal time lost or for out-of-pocket expenses when extenuating circumstances prevent us from operating as planned. I am sorry but have included a direct link to the legal document, Conditions of Carriage, for more information about an airline's responsibility for schedules and
operations:

Conditions of Carriage

While we can't reimburse your expenses, we are not unmindful of the inconvenience to you and I've mailed a transportation voucher to help make amends and offset the expense that you incurred. The voucher can be applied toward another ticket to travel with us in the next 12 months. Although not exactly what you requested, I hope you will accept the compensation as our tangible apology.

We will continue to focus on the dependable operation of each and every American Airlines flight. Please give us another opportunity to serve you. We will do our very best to make your trip pleasant and trouble free.

This is an "outgoing only" email address. If you 'reply' to this message by simply selecting the reply button, we will not receive your additional comments. Please assist us in providing you with a timely response to any feedback you have for us by always sending us your email messages via AA.com at http://www.aa.com/customerrelations.

Sincerely,

Shelli R. Gipson
Customer Relations
American Airlines