The reply:
Hello Mrs. Heaton:
I received your letter from my colleagues in Passenger Refunds, and I'm happy to respond.
I deeply regret that the matter you brought to our attention recently has not been resolved to your satisfaction.
I have reviewed the previous correspondence and I recognize that you are still unhappy about this situation. We work hard to find common ground and to resolve problems to our customers' satisfaction, and I am disappointed that we have been unsuccessful. However, as previously advised, our position in this matter remains unchanged. I am sorry.
Our position does not lessen our regard for you as our customer Mrs. Heaton. It would be our privilege to welcome you aboard once again.
Sincerely,
Hugh Chay
Customer Relations
American Airlines
A Ref#1-28461711612
As far as I am concerned, it is disappointment. Russ never got to make his last visit to Vermont and we missed our grandson's high school graduation. Along with that we spent 3 days in a hotel with several of our medical supplies unavailable because we had mailed then ahead to VT. $24- in food vouchers for 4 days goes nowhere.
We have been given what I consider to be the 'standard' voucher care from American Airlines. What we have not adjusted to is the lack of personal care for our phlight. American Airlines will gladly give vouchers (reservations) to folks who have to be bumped for overbooking, but our situation which was American Airlines plane mechanical problems is not given the honor of the same care.
I do understand those in a position to help are doing what they are told and following standard procedures, but how does one connect with a supervisor or a supervisors supervisor. How does one have a conversation with a person who might be able to change the standard protocol?
I plan to find out.