AA Using Automation for Complaints
#1
AA Using Automation for Complaints
Quite the damning report from One Mile at a Time that AA is now using “Gemma Flint,” (internally called Fast Eve) which is in fact a bot that only has two preprogrammed responses, to handle email complaints submitted to them whenever they reach a certain volume. If you make an operational complaint it will throw a trivial number of miles your way, and you will have to reply again to get a real person to see your message. Otherwise, you get a (poorly worded) form letter, without any regard to your actual complaint.
I would say I’m surprised, but…
I would say I’m surprised, but…
#2
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 8,104
For better or worse, I would expect more companies to adopt this going forward, eventually also for more complicated complaints requiring more sophisticated responses.
#3
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott LT Plat | Hyatt Discoverist
Posts: 11,673
Not particularly different from what's been happening for the last decade. Half the time, the responses have nothing to do with the actual issue at hand.
#6
Join Date: Nov 2007
Location: Los Angeles
Programs: AA LT Gold
Posts: 3,712
How is this news? AA has been sending an automated canned response for quite some years already.
Perhaps the news is that they are using a new system/bot
If the response is going to be pretty much "DENIED" by default, why waste money on a more intelligent bot?
Perhaps the news is that they are using a new system/bot
If the response is going to be pretty much "DENIED" by default, why waste money on a more intelligent bot?
#8
Join Date: Jan 2011
Programs: AA LT Platinum
Posts: 106
can try
Mark Ewing
Director, Customer Relations
1 Skyview Drive
Fort Worth, TX 76155
[email protected]
(817) 963-1234
Mark Ewing
Director, Customer Relations
1 Skyview Drive
Fort Worth, TX 76155
[email protected]
(817) 963-1234
#10
Join Date: Sep 2009
Posts: 453
If you really want a meaningful response, do what I once did around 15 years ago: print out an old-fashioned paper letter and mail it to a bunch of senior AA managers. In my case, it was replete with photos of all the broken equipment that had negatively impacted my very expensive first class flights (plural). I addressed it to one specific executive and "Cc'd" all the others. I sent the letter via FedEx to the main recipient rather than USPS. The rest went out via certified mail. Not only did I get more miles in compensation than I ever have before or since, I got an apology phone call from one of the VPs.
I honestly do not make a habit of complaining to AA (nearly all of my grievances go on this forum only), and only do so when I feel it's really warranted. But if anything that egregious ever happened again, I'd consider doing the same thing.
I honestly do not make a habit of complaining to AA (nearly all of my grievances go on this forum only), and only do so when I feel it's really warranted. But if anything that egregious ever happened again, I'd consider doing the same thing.
#12
FlyerTalk Evangelist
Join Date: Apr 2009
Location: Bye Delta
Programs: AA EXP, HH Diamond, IHG Plat, Hyatt Plat, Marriott Plat, Nat'l Exec Elite, Avis Presidents Club
Posts: 16,435
Heh. Turns out I’ve already run across Gemma, and the response I received was nonsensical.
Call me old-fashioned, but I really don’t think that emulating shady insurance companies (auto deny claims and see who appeals) is the right thing to aspire to if you’re a customer relations team at a service-based company.
Call me old-fashioned, but I really don’t think that emulating shady insurance companies (auto deny claims and see who appeals) is the right thing to aspire to if you’re a customer relations team at a service-based company.
#13
Join Date: Aug 2013
Location: Isle of Man/East Palo Alto
Programs: AA - CK/Airpass
Posts: 1,046
can try
Mark Ewing
Director, Customer Relations
1 Skyview Drive
Fort Worth, TX 76155
[email protected]
(817) 963-1234
Mark Ewing
Director, Customer Relations
1 Skyview Drive
Fort Worth, TX 76155
[email protected]
(817) 963-1234
#15
Join Date: Feb 2005
Location: New York City
Programs: AA,BNV,HIL
Posts: 884
I thought my last answers sounded a bit mechanical. On a 16 hour delay that went form 4pm to 8am I was given car service vouchers for a single company. The company couldn't honor either trip as they were too busy. So I Uber'd back and forth and asked AA for a refund of the Uber charges. The answer I got was a 'bot sounding "Computer says No" with a mention of using delay coverage on my credit card. My reply was that the AA branded credit card I have doesn't have delay coverage!