För några dagar sedan skrev jag till Customer Relations på American Airlines och ifrågasatte om jag är berättigad någon form av kompensation för det inställda flyget och för kostnaderna för telefonsamtalen, mat och hotellnatten.

Fick följande svar:

Dear Mr. Adamsson:

Thank you for contacting American Airlines.

From the details you provided in your email, it is clear that you were inconvenienced when you travelled with us on February 27th, 2010. We recognize the importance of reliable schedules to our passengers and I am sorry for the delays you experienced.

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.

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. Please refer to your travel insurance for possible reimbursement of the expenses incurred.

We are convinced that together with input from our customers, and a desire on the part of all of us here at American Airlines to show up for work determined to do an even better job than we did yesterday, we can be the best airline in the industry. Please give us another chance to prove ourselves, we hope to win back your respect. To encourage you to give us an opportunity to do so, we’ve sent you a transportation voucher under separate cover as a gesture of goodwill. The voucher is valid for 12 months from the date of issue on American Airlines, American Eagle, and any oneworld company, only in conjunction with a transoceanic flight on American Airlines. It can be used by yourself, a relative or a friend. It cannot be replaced after expiration and if stolen or lost and is non refundable. You will receive it in the post very soon.

Mr. Adamsson, we want American Airlines to continue to be your carrier of choice and appreciate your feedback about our service. We look forward to welcoming you onboard another flight soon.

Sincerely,

Vanessa Villerot
Customer Relations
American Airlines