We received your letter and apologize for the length of time it has taken for us
respond. We were eager to send you a reply as quickly as possible.
obtained the email address you provided for your AAdvantage® membership profile
have taken the liberty of responding to you electronically.
We just didn't make a very good impression when you were scheduled to travel
to Washington on January 12 and there's no excuse for that. I'm terribly sorry
you down. When you choose to travel with American Airlines, you should expect
service -- and receive it. It's clear that you didn't on this occasion.
It must have been frustrating when your flight was canceled. There is no
that you were inconvenienced.
While on-time performance is a top priority at American, the many variables of
operations make it impossible for us to guarantee our schedules. Nevertheless,
should always do everything possible to make such situations a little less
and I'm disappointed that we didn't do so on this particular occasion.
I can appreciate how disappointed it must have been when your flight was not
immediately canceled. Please understand we will do everything we can to correct
problem in a timely fashion. The decision to cancel a flight is never
lightly. I am truly sorry for the inconvenience you experienced.
To say "we're sorry" in a tangible way, I've credited your AAdvantage® account
9,000 bonus miles. This adjustment should be reflected in your account very
Mr. Beale, thank you for contacting us. We know your time is valuable and we'll
our very best to restore your confidence in our ability to get you where you
going -- as planned| We will look forward to welcoming you aboard again soon.
I hope you don't mind that I've sent my response via email. Please continue to
us your comments through any communication channel that is most convenient for
However, we'll get to your feedback faster and respond more quickly if you
again via http://www.aa.com/customerrelations
. This is an "outgoing only" email
address. If you 'reply' to this message by simply selecting the reply button,
not receive your additional comments.