Recently, I wrote about an American Airlines passenger who was forced to be ejected after throwing up in the bathroom of the coach before he left. As staff helped him to get off the plane, he threw up on another passenger in first-class.The first class passenger was able to bring his own change of clothes. The man was literally guided by American employees, which led to the mess. He wrote to customer service to complain about the experience. This wasn't included in the package of experiences that came with a first-class ticket.American responded to him with a very positive review. This speaks volumes about modern customer service. Major companies often use canned responses. Staff are given just a few seconds to read a complaint and determine which response is most appropriate. The strategy can be used in a decent way.Find out if these canned responses really are aproposTies them up, repeating specific details of the issue to make sure they are heard and understoodProvides concrete next stepsUnfortunately, none of these events happened here. You can decide for yourself.We are grateful that you reached out to Customer Relations. I am sorry to hear about your recent flight experience to Miami. All of our employees are committed to providing a pleasant and safe flying experience for all customers. There are times when people get into conflict or one person's actions can cause discomfort to another. We respect all people's rights and will not place you in uncomfortable situations because of other customers. Our flight attendants are trained not to offer alcohol to anyone who appears to be under the influence. Our crews are trained in how to manage any situation that could cause serious disruption. This is done to ensure safety and well-being for all customers and crew members. Your comments today will be shared with our leadership team. They will then review them and help us improve and update our practices. We want to make our customer experience the best in the business, so we are grateful that you gave us the chance to work with you. American Airlines, XXXXXXXXXX We appreciate your loyalty since the beginning of XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXThe American Airlines staff did not direct a passenger to my seat. Instead, he made a noise and threw up at me email. In the first case, Americans are in control of stuff that happens.Flying is not pleasant. Americans have a responsibility to refuse alcohol to customers who are already intoxicated. The passenger was likely incapacitated and shouldn't have been boarded. The airlines' new policy of limiting staffing at airport gates makes it more difficult to screen passengers.I'm not convinced that this is the best customer support response. This is also true for a decades-long member of AAdvantage who often buys first class tickets, even though the price isnt lower but the service is.
