@AmericanAir, a resolution

Well then.

After going public last week with frustrations and dead-ends, I am now on the receiving end of some resolution.

Iberia Airlines did not have a lost-baggage or delayed-baggage compensation claim form on their website. Every mention of delayed baggage led to a dead end.

I pointed this out to my wonderful contact at American Airlines, Liliana, who simply said “Let me see what I can do.”

And a day later I had a call from Central Baggage Resolution at American Airlines. Two days later, this email arrived:

“Thank you for contacting us and for your patience while we reviewed your claim. Again, I’m sorry for the inconvenience you experienced while traveling to Morocco.

“As we discussed, I’m sending you a check for $410.17 that you should receive in two to three weeks.  

“As a gesture of goodwill and to encourage your continued business, I’ve made arrangements for an electronic voucher (eVoucher)” for use toward the cost of an airline ticket.

This was Iberia’s mess to clean up, but American stepped in and took care of it.

Folks, social media works. So does kindness, which I have extended in oodles to every American employee with whom I have spoken. So does directness in stating the problem and the expectation of what a resolution will look like. General gripes don’t gain resolution; specific requests do, even if the resolution is “we cannot do that, and here’s why.”

So once the voucher and the check arrive, this whole incident will be a story to tell and a memory to file. A mild inconvenience is over.

THANK YOU, American Airlines!

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