I recently ran across a rant by someone who experienced troubles with his American Airlines credit card. I thought it would be an interesting story to tell because it was a case of an airline refusing to accept payment for a ticket with its own credit card.
At any rate, the guy called the credit card company and they told him how to work around the expiration date issue. Even then, he still couldn’t get the card to work. When he called American Airlines to book the flight directly, the customer service representative left him hanging for a minute or two and then told him that their company didn’t accept that credit card.
How crazy is that?! American Airlines wasn’t willing to accept payment for the ticket on its own credit card! The company had recently switched to a new computer system and, inexplicably, the system wouldn’t accept the card.
Personally, I understand, just as well as anyone, that technology can be problematic and unexpected bugs can occur. Anyone that has any sort of interaction with computers is well aware of their temperamental nature. What bothers me is the company couldn’t give this guy a straight answer and wasn’t willing to help him work around the problem. He wasn’t the only one affected by the issue as the airline had a number of frustrated customers whose problem they failed to resolve.
But then again, nobody should be surprised by the airline industry’s legendarily dismal customer service failures.
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