A recent incident with American Airlines’ app-based customer service shows how frustrating and slow airline support has become for paying passengers. A customer who had paid for three seats on a flight that was later canceled did get a refund for the flights, but not for the extra seat fees.
When they reached out to ask about it, the first agent said that seat fees were non-refundable. After going back and forth, the agent agreed and gave a refund, but only for one seat. The passenger then had to contact the airline again to ask for refunds for the other two seats.
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The second time was even more frustrating. The agent kept copying and pasting the same message, telling the customer to contact Expedia, even though all other refunds had already come from American Airlines.
The customer explained this, but the agent still refused to help and finally connected them to a supervisor. Before doing that, the agent added a rude comment: “Sure, but they’re not going to have any other info that I don’t.”
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Luckily, the supervisor fixed the issue in five minutes and said the first agent was probably new. That might be true, but it does not excuse bad behavior or poor training that makes passengers waste time going over the same thing again and again.
Airlines often say they care about good service while pushing customers into broken apps and chat systems that do not work. If American Airlines wants people to stay loyal, they should stop hiding helpful staff behind useless chat tools and start training their workers properly.
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