THIS IS IN HONOR OF WOUNDED WARRIOR CHRISTOPHER WILLIS. HE DESERVES EVERYTHING AMERICAN AIRLINES HAS TO GIVE HIM FOR ALL HE HAD TO ENDURE – AND HOPEFULLY, HIS EXPERIENCE WILL HELP MAKE CHANGES WITH AMERICAN AIRLINES!!!!
July 10, 2015
Dear Ms. Gawelko:
On behalf of American Airlines and US Airways, thank you for contacting us. I’m sorry that I was unable to reach you by telephone earlier today.
The travel experience you’ve described is regrettable, and we apologize for the difficulties Mr. Willis encountered. Our intention is to offer the best travel experience possible. The details you have provided indicate that we have failed to meet our intentions.
I have documented your displeasure with how we enforce our policies as they relate to service animals and emotional support animals and will ensure your comments are forwarded to the appropriate managers for internal review. Our job in Customer Relations is to listen to passenger’s issues and concerns and give each a code for reporting purposes. Feedback of this nature is vital, and will be used in an effort to improve our service.
This method has proven very successful; in fact, many of our current policies, procedures and positive changes are a direct result of customer feedback.
Given the privilege of serving Mr. Willis again, I am confident we can provide him more satisfying travel experience. Thank you for taking the time to speak to us on his behalf.