Have you ever been awarded frequent flyer miles for an airline inconvenience? Perhaps your seat didn’t work properly, they ran out of your meal choice – or your pilot went crazy and they had to cancel your flight? Well, American Airlines not only remembers – they’re keeping score too. The airline has embarrassingly admitted they’re on the hunt for compensation seekers, even if the airline was in the wrong.
The Points Guy caught wind of an interesting podcast intended for American Airlines employees. In the episode, American’s VP of Flight Service boasts of new systems which tracks customers. The new tracking systems monitors customers who complain frequently, right or wrong and looks for compensation seekers. The complaints can be seen by social media staff, call centers and cabin crew in a customer dashboard. Whoop, whoop it’s the sound of the (voucher) police.
The great part about this system is it feeds into a central database that is what’s used by reservations, by social media and by the customer relations team, so if we ultimately have a customer who seems to be taking advantage of this, we’re going to know.
This seems like the wrong message to send to customers. Rather than looking at improving the airlines performance, working seats, entertainment and meal selection, a VP is more excited about rooting out customers who have been awarded compensation of some form, due to airline faults. If the airline lacked customer service issues – there would be no need to hand out miles or vouchers.
In addition to this gem or (disgrace) of information, The Forward Cabin also managed to wrangle an internal memo concerning what the airline is on the hook for, if things do go wrong. In short, most passengers will receive 5,000 miles for standard mishaps, while those with elite flyer status can gain up to 15,000. Just don’t have things go wrong too often – otherwise American Airlines may send the voucher and miles police.