Very long, but very well written and an excellent portrait of a person. I thoroughly enjoyed it. The whole thing is a PR disaster. They (American) took what was effectively one of their biggest...
Very long, but very well written and an excellent portrait of a person. I thoroughly enjoyed it.
The whole thing is a PR disaster. They (American) took what was effectively one of their biggest advocates, and spat in his face. Completely counter productive from a marketing standpoint. Not talking to the guy at all about changing his behavior was thier main mistake, whoever was in charge of that effort in the revenue department screwed up.
on one hand, american was legally in their right to do this so it's what it is, but frankly it's juuust a bit of a dick move to suddenly cancel such a large investment a customer has placed in...
on one hand, american was legally in their right to do this so it's what it is, but frankly it's juuust a bit of a dick move to suddenly cancel such a large investment a customer has placed in your airline, especially considering how much competition there is in airlines. the vast majority of people probably aren't going to spend over $300,000 in their lifetime flying with a single airline, even if they fly pretty regularly (even at $400/flight, that's like 750 flights with the same airline), so you should probably treat the people who are willing to do that sort of thing with a bit more courtesy than this guy got. judging by his attitude, he probably would have taken it pretty well and moved on, and instead it became a whole messy legal dispute that didn't really need to happen and wouldn't have happened if they'd given him that courtesy.
Long, heart-breaking and worthwhile read.
Very long, but very well written and an excellent portrait of a person. I thoroughly enjoyed it.
The whole thing is a PR disaster. They (American) took what was effectively one of their biggest advocates, and spat in his face. Completely counter productive from a marketing standpoint. Not talking to the guy at all about changing his behavior was thier main mistake, whoever was in charge of that effort in the revenue department screwed up.
on one hand, american was legally in their right to do this so it's what it is, but frankly it's juuust a bit of a dick move to suddenly cancel such a large investment a customer has placed in your airline, especially considering how much competition there is in airlines. the vast majority of people probably aren't going to spend over $300,000 in their lifetime flying with a single airline, even if they fly pretty regularly (even at $400/flight, that's like 750 flights with the same airline), so you should probably treat the people who are willing to do that sort of thing with a bit more courtesy than this guy got. judging by his attitude, he probably would have taken it pretty well and moved on, and instead it became a whole messy legal dispute that didn't really need to happen and wouldn't have happened if they'd given him that courtesy.