Subject: Disappointing Customer Service Experience
My wife and I had tickets booked with American Airlines to the same destination, just one hour apart. We approached customer service to ask if one of us could switch flights so we could travel together, especially since both flights had empty seats.
To our surprise and disappointment, we were told it was against policy — even though it would have made no difference to the airline and would have meant a lot to us as passengers. This rigid policy and lack of empathy left a very bad impression.
2 weeks ago
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