Good PR from the Airlines

Recompense from American. I did not expect any favors after a long day on the DFW tarmac as the plane had clearly closed the doors, rolled out, and appeared ready for take-out. The delay of the next several hours just seemed like bad luck. That made American Airlines' email of this week all the more powerful.

"The delay of your flight on August 27 was an inconvenience to you (not to mention disruptive to your travel plans) and we apologize. At the same time, we'd like to offer a more tangible gesture of our concern. Accordingly, we've credited your AAdvantage® account with 3,000 bonus miles. This mileage adjustment will be visible in your account in just a few days."

Relying more and more on points. There was a time, just a year or so back, that I often made the choice of buying airline tickets with cash because I found good deals and "saving" my points seemed the better choice. Today, I rely more and more on points as the good deals dry up. This new-found appreciation for my points made the American apology with points all the more powerful! It's just plain old good PR.

© 2008 Mary Bold, PhD, CFLE. The content of this blog or related web sites created by Mary Bold (www.marybold.com, www.boldproductions.com, College Intern Blog) is not under any circumstances to be regarded as professional, legal, financial, or medical advice. Or education advice. Or marital advice. Or even a tip.