Air travel isn't what is used to be -- crowded planes, log security lines, cancellations, etc. On our trip to Paris, our flight to JFK was canceled due to bad weather. Fortunately, there is a direct flight from RDU to Heathrow. I called the 800 number for American Airlines and the agent was very courteous and professional and she was able to switch us to the London flight and connect through British Airways to Paris. We arrived about 3 hours later than our original itinerary, but avoided all of the weather hassles.
On the return trip through JFK, we had a tight connection. We were met at the gate by an agent with an express pass and our boarding passes which allowed us to bypass the long line at customs, and make it to gate about 15 minutes before we were supposed to board. We would not have made our flight otherwise.
I think this is a wonderful example of great customer service. We've all had our airline horror stories, but in this particular instance, American performed exemplary. What could have gotten our vacation off to a bad start (and finish), instead was resolved and improved which made the trip much more enjoyable and memorable. Thanks for doing a great job.
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