Comments on: American Airlines’ Mitchell: We want to give passengers “what they value most” http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/ The travel troubleshooter. Sun, 21 Mar 2010 01:43:40 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Brian http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-34206 Brian Wed, 17 Feb 2010 21:01:07 +0000 http://www.elliott.org/?p=6570#comment-34206 I'll tell you what passengers value most; Mitchell. Not Being Nickle and Dimed. I’ll tell you what passengers value most; Mitchell. Not Being Nickle and Dimed.

]]> By: tripso.com | 7 ways to avoid checked baggage fees http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-22184 tripso.com | 7 ways to avoid checked baggage fees Tue, 04 Aug 2009 10:58:11 +0000 http://www.elliott.org/?p=6570#comment-22184 [...] Is anyone left? Mark Mitchell, American Airlines’ managing director of customer experience, recently told me that only 1 in 4 passengers pay luggage [...] [...] Is anyone left? Mark Mitchell, American Airlines’ managing director of customer experience, recently told me that only 1 in 4 passengers pay luggage [...]

]]> By: Debbie Jaeschke http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-22046 Debbie Jaeschke Fri, 31 Jul 2009 04:41:15 +0000 http://www.elliott.org/?p=6570#comment-22046 Mr. Mitchell with all do respect why is it that baggage handlers are allowed to steal the consumers blind. American Airlines policy of reporting within 24 hrs. is not realistic! It requires sometimes 21 or more hours to reach your destination and then you are to exhausted to go thru your luggage to check to see if all your belongings are there. American airlines takes no responsibility for their employees that steal. I flew from Logan on May 25th at 12:45 pm.Flight #46221 I had an emergency prior to packing for the airport and was not thinking clearly, my jewelry was packed in a yellow flowered cosmetic bag which I usually carry in my purse but it got put in my luggage. When I arrived in LA late. I went Straight to bed and then to work the next morning. With the difference in time I had already surpassed the 24 hr period. I then discovered my suitcase had been ransacked and the error of the case placed in my bag. It was GONE!!!! Why is it this acceptable! The American public is being robbed yet no one wants to take responsibility or take action. I intend to write the Governor, Senators,Congressman, Boston Police, Boston Globe, Better Business Bureau, etc. etc. until someone takes action to protect the consumers. If this happened in any other work place people would be arrested and jailed like the common criminals they are. You are shuffled from place to place. TSA said they get hundreds of calls everyday about items missing from luggage at Logan Airport. Perhaps it is time to protect your customers from employees who steal and cause heartache because these items can't be replaced. Thank you for listening and I hope you have the power and courage to right the wrong to all the passengers that have be robbed and to top it off we are charge 15.00 to have our personal property stolen. P.S. Some employee really scored because my jewelry was worth well of $10,000.. Thank you American Airlines!!!!!!!! Mr. Mitchell with all do respect why is it that baggage handlers are allowed to steal the consumers blind. American Airlines policy of reporting within 24 hrs. is not realistic! It requires sometimes 21 or more hours to reach your destination and then you are to exhausted to go thru your luggage to check to see if all your belongings are there. American airlines takes no responsibility for their employees that steal. I flew from Logan on May 25th at 12:45 pm.Flight #46221 I had an emergency prior to packing for the airport and was not thinking clearly, my jewelry was packed in a yellow flowered cosmetic bag which I usually carry in my purse but it got put in my luggage. When I arrived in LA late. I went Straight to bed and then to work the next morning. With the difference in time I had already surpassed the 24 hr period. I then discovered my suitcase had been ransacked and the error of the case placed in my bag. It was GONE!!!! Why is it this acceptable! The American public is being robbed yet no one wants to take responsibility or take action. I intend to write the Governor, Senators,Congressman, Boston Police, Boston Globe, Better Business Bureau, etc. etc. until someone takes action to protect the consumers. If this happened in any other work place people would be arrested and jailed like the common criminals they are. You are shuffled from place to place. TSA said they get hundreds of calls everyday about items missing from luggage at Logan Airport. Perhaps it is time to protect your customers from employees who steal and cause heartache because these items can’t be replaced. Thank you for listening and I hope you have the power and courage to right the wrong to all the passengers that have be robbed and to top it off we are charge 15.00 to have our personal property stolen. P.S. Some employee really scored because my jewelry was worth well of $10,000.. Thank you American Airlines!!!!!!!!

]]> By: Evolve or be left behind. - Lumenatti - ComBlu http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-21589 Evolve or be left behind. - Lumenatti - ComBlu Wed, 22 Jul 2009 15:00:36 +0000 http://www.elliott.org/?p=6570#comment-21589 [...] weather accountability point three times, and talks about being transparent to the customer. Click here to read the interview in full. My guess is that he doesn’t use the internet. His perception is [...] [...] weather accountability point three times, and talks about being transparent to the customer. Click here to read the interview in full. My guess is that he doesn’t use the internet. His perception is [...]

]]> By: Richard Carson http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-20187 Richard Carson Tue, 16 Jun 2009 23:07:39 +0000 http://www.elliott.org/?p=6570#comment-20187 A couple of years ago I was returning to Santiago, Chile from Boston, via DFW. AA (which I generally like) knew more than an hour before boarding that the DFW-SCL flight was cancelled because of no equipment. I have the print-out to prove that (given to me by a flight attendant). At that time seats were still available to SCL by going through MIA from BOS. No one told us about this. So, about 40-50 connecting passengers had to stay overnight in DFW. At least they put us up in the Gaylord, a 5-star hotel. Since the flight would not leave until 9:00 pm, and hotels put you out at noon, I told the counter that I needed a 2-night stay, and extra meal vouchers, which were provided. I WOULD HAVE PREFERRED TO GET HOME ON TIME, A DAY EARLIER!! A couple of years ago I was returning to Santiago, Chile from Boston, via DFW. AA (which I generally like) knew more than an hour before boarding that the DFW-SCL flight was cancelled because of no equipment. I have the print-out to prove that (given to me by a flight attendant). At that time seats were still available to SCL by going through MIA from BOS. No one told us about this. So, about 40-50 connecting passengers had to stay overnight in DFW. At least they put us up in the Gaylord, a 5-star hotel. Since the flight would not leave until 9:00 pm, and hotels put you out at noon, I told the counter that I needed a 2-night stay, and extra meal vouchers, which were provided. I WOULD HAVE PREFERRED TO GET HOME ON TIME, A DAY EARLIER!!

]]> By: Intelligent Travel Blog http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-20112 Intelligent Travel Blog Fri, 12 Jun 2009 14:41:37 +0000 http://www.elliott.org/?p=6570#comment-20112 <strong>The Elliott Interview: Congressman Jerry Costello...</strong> Jerry Costello is the co-sponsor of the FAA Reauthorization Bill of 2009, which contains several important new rules designed to help air travelers. Traveler's contributing editor Chris Elliott asked the Illinois congressman, who is also the chairman ... The Elliott Interview: Congressman Jerry Costello…

Jerry Costello is the co-sponsor of the FAA Reauthorization Bill of 2009, which contains several important new rules designed to help air travelers. Traveler’s contributing editor Chris Elliott asked the Illinois congressman, who is also the chairman …

]]> By: Consumer Travel Alliance » Costello: “The traveling public cannot be ignored any longer” http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-20076 Consumer Travel Alliance » Costello: “The traveling public cannot be ignored any longer” Thu, 11 Jun 2009 14:44:06 +0000 http://www.elliott.org/?p=6570#comment-20076 [...] about passenger rights last week, and he said he believes many of the issues raised by your bill have already been addressed by the airline. If that’s true, then why are these passenger rights provisions [...] [...] about passenger rights last week, and he said he believes many of the issues raised by your bill have already been addressed by the airline. If that’s true, then why are these passenger rights provisions [...]

]]> By: ‘Traveling public cannot be ignored any longer’ http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-19993 ‘Traveling public cannot be ignored any longer’ Mon, 08 Jun 2009 05:32:10 +0000 http://www.elliott.org/?p=6570#comment-19993 [...] about passenger rights last week, and he said he believes many of the issues raised by your bill  have already been addressed by the airline . If that’s true, then why are these passenger rights provisions [...] [...] about passenger rights last week, and he said he believes many of the issues raised by your bill  have already been addressed by the airline . If that’s true, then why are these passenger rights provisions [...]

]]> By: tripso.com | Costello: “The traveling public cannot be ignored any longer” http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-19964 tripso.com | Costello: “The traveling public cannot be ignored any longer” Fri, 05 Jun 2009 10:01:23 +0000 http://www.elliott.org/?p=6570#comment-19964 [...] about passenger rights last week, and he said he believes many of the issues raised by your bill have already been addressed by the airline. If that’s true, then why are these passenger rights provisions [...] [...] about passenger rights last week, and he said he believes many of the issues raised by your bill have already been addressed by the airline. If that’s true, then why are these passenger rights provisions [...]

]]> By: Christen http://www.elliott.org/first-person/american-airlines-mitchell-we-want-to-give-passengers-what-they-value-most/comment-page-1/#comment-19936 Christen Wed, 03 Jun 2009 21:49:58 +0000 http://www.elliott.org/?p=6570#comment-19936 I'm a big fan of American's Advantage program, so I offer this criticism as someone who is rooting for this company. I found the whole interview emblematic of the problem with U.S. airline customer service. Mitchell stresses items not under American's control throughout the conversation, even when it's not really an answer to Chris' question at hand. This is exactly what every airline rep, flight attendant, and ticket agent does. Imagine how frustrating it is to keep hearing about what is not their fault, rather than what they will do to mitigate the problem. Focus on your customers' needs rather than covering your bottom. I’m a big fan of American’s Advantage program, so I offer this criticism as someone who is rooting for this company.

I found the whole interview emblematic of the problem with U.S. airline customer service. Mitchell stresses items not under American’s control throughout the conversation, even when it’s not really an answer to Chris’ question at hand. This is exactly what every airline rep, flight attendant, and ticket agent does. Imagine how frustrating it is to keep hearing about what is not their fault, rather than what they will do to mitigate the problem. Focus on your customers’ needs rather than covering your bottom.

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