American Airlines — unprofessional employees
I flew on 8/9/08 from orange county airport to dfw airport, flight 1774. It was myself, my husband, my nephew, and daughter. We had 4 bags.
When we arrived at dfw, we received 3 out of 4 bags at baggage claim c16. The bag that was missing was bagtag 00-68-57. I asked an agent, ms. Washington, if all the bags have been delivered, because I am missing one. She informs me according to the computer, our missing bag was placed on an earlier flight and is in a different terminal. I say ok who will bring it to me? She informs me no one, I will have to get it myself. I advise her that my family is being picked up and this problem was at no way my own fault and it needs to be delivered to me. She advises me I can take the tram. I ask for a supervisor.
Ms. Patricia bradberry walks up and immediatly has an attitude with me just by her demeanor. She asks me what the problem is, I tell her I need someone to go get my bag for me. She repeats what ms. Washington said about its in a different terminal and I can take the tram to get it. I tell her I refuse to do so since this is no fault of my own. She then tells me "well I just won't speak anymore since you cut me off." I did not cut her off, she paused and even if I did cut her off it was rude of her to say that to me. She and ms. Washington exchanged several eye rolling glances and she continued to berate me in front of my family for "cutting her off". I advised her I had 11 years of customer service experience with a communications company plus 6 yrs of customer service training with a small airline. She and ms. Washington again rolled their eyes at me. I told ms. Bradberry, I haven't even received an apology from you. She informed me I did not give her the chance to. I then asked for a different supervisor.
She called someone on the phone, who I discovered to be named "ed" and blatently lied to him saying I was difficult, arguing, and told him I said she was a bad person. I spoke with ed who was very apologetic and friendly. He apologized 3 times and even wished me a happy birthday. He informed me my bag can be delivered to my home. When I hung up, neither lady said anything to me, just glared at me and I walked off. Ms. Washington thought something was funny because when I turned back around she was laughing.
When I got home, I called to find out what time my bag was arriving. After several different calls, I got different times.in a few hours, in 4 hrs, they don't know, etc. My husband spoke with a woman named sally wong, who was friendly but had little infomation. We informed her the bag was my husbands and he needed it to go back out of town the next day. She said there was a 4 hr window and we should receive our bag by 1am. At 12:59am my husband spoke to "jennifer". She was very rude and told my husband he would get the bag when it got there. He said to her, so i'm just supposed to wait up all night for it? She said, I don't have time to argue with you and hung up.
We ended up not getting our bag until 7am on 8/10/08 and it caused my husband having to delay a business trip because he did not have time to wash his clothes and get repacked before his trip.
I know mistakes happen but there is no excuse for unprofessional rude behavior. Ms. Bradberry had not one ounce of professionalism or compassion for travelers. I have never dealt with such a hateful person in my life and I will never give another cent to american airlines as long as I live.