Juanita Kwok
1234 Apple Street
Vancouver, B.C. V3C 1P1
July 16, 2022
American Airlines
1 Skyview Dr
Fort Worth (HQ), TX
Attention: Customer Resolutions Department
Subject: Plane Ticket Cancellation
Dear American Airlines,
I am writing to express my frustration with your customer resolutions department and inefficiency as an airline. I recently booked a flight to Colombia for December and your airline canceled it without giving me any notice or communication. Following this, I had to call your phone line and wait over an hour each time to get through to a representative. Once matched with a team member, they were extremely rude, impatient, and unwilling to explain what was happening with my flight. I would be transferred from department to department and have to re-explain my situation each time hoping they would be the one to help me.
In addition, each time after ending the call, there was no e-mail correspondence to follow up with what was discussed. I would have to trust what I heard was the truth and have no paper trail to back it up. As you know, a lot of time and money goes into planning a vacation, the airline needs to be clear on when the departure/take off date is and layover changes/flight cancellations must be communicated well in advance of the flight.
After this experience, I truly feel like an unimportant customer having to take initiative every step of the way to figure out what was going on with my flight. I also felt like an inconvenience to anyone I spoke to and was put on hold countless times with no explanation. As a non-frequent flier, I found this entire process to be extremely frustrating and time-consuming. I would like to request compensation for my wasted time and efforts as well as the lack of communication from the airline regarding my flight changes.
I understand that as an airline there is a lot of pressure to make sure everything runs smoothly and that problems can arise unexpectedly. However, I do not condemn the lack of communication and lack of urgency regarding my flight. I am requesting compensation in the form of a $500 travel voucher from American Airlines.
I would appreciate having this matter resolved in the next two weeks.
Yours truly,
Juanita Kwok
e-mail: juanita_kwok@hotmail.com
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