Yikes. This is bad even by airline standards. A glitch cancels a PNR, original flight pops back up, and the agent refuses to move the passenger back without charging. Then straight up tells an Executive Platinum that “all you f***ing people do is call and complain”. That’s wild.
What really stands out is the lack of accountability. No way to give feedback on call center agents, only web or inflight. And now confirmation that calls are being outsourced regardless of status, with agents basically just seeing what “desk” they’re on. That explains a lot.
AA already paid the price for outsourcing IT. Doing the same with reservations feels like doubling down on the worst possible area to cut costs.
Hard to defend the airline when stories like this keep piling up
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