Strewth. . Anyone care to better this ' customer service' from AA?

[RooFlyer]

I had just boarded my AA flight from Belize to DFW; reached into my carry-on and realised with a sinking feeling that I left my iPad ( mini) by the charging station in the departure lounge. Quick tabulation decided that there wasn't anything critical on it; insurance would cover most of it. But much self recrimination. Bugger !!!

I was in first row of J so in a pause in boarding and thinking of a zero chance of success I asked one of the FAs if she could radio one of the ground crew to see if the thing was still there. I was expecting " sorry sir, please take your seat, there is nothing we can do."

Instead she points to the captain through the open door of the coughpit and says " I can't, but he can" and the captain comes out of the coughpit and asks what up.

Mortified., I said nothing, but the FA explained that I had left my iPad in the terminal and could they radio to see if it can be found? Captain quizzes me on exactly what it was, then ... What do you suppose happens next?

 

[JessicaTam]

My vote is that someone calls the lounge to get it and they delay closing the door until it turns up.

 

[robd]

The Captain says, I need a coffee anyway, so I'll just pop back to the lounge and have a look for ya mate.

 

[Hvr]

The Captain makes the call and it is delivered to the plane and passed to the pilot through the window in the little box on the end of the stick.

 

[scheps]

oh damn, i thought they upgraded your ipad from a 64gb to a 128gb

 

[RooFlyer]

Without another word, the captain (LH seat driver) exits the plane. Sound of my lower jaw hitting the deck.

Yep, he went back into the terminal, and returned about 5-10 mins later with my iPad.

Sure,he may have wanted a pee, but "OMG". I still can't believe my luck and what just happened. We were early ( it was still 35 mins to push back) so I guess he had the luxury, but I swear I'll never say another bad word about AA.

 

[robd]

Without another word, the captain (LH seat driver) exits the plane. Sound of my lower jaw hitting the deck.

Yep, he went back into the terminal, and returned about 5-10 mins later with my iPad.

Sure,he may have wanted a pee, but "OMG". I still can't believe my luck and what just happened. We were early ( it was still 35 mins to push back) so I guess he had the luxury, but I swear I'll never say another bad word about AA.

Did I win the iPad?

 

[RooFlyer]

Did I win the iPad?

We are sorry, Mr robd, it appears that you did not have cookies enabled when you entered the competition. Please apply to Qantas customer service, where we will explain impatiently that it's all your fault.

 

[drron]

When they are good they are very,very good.

 

[codash1099]

I've also had an iPad issue with AA but the other way around. Landed at ORD with storms approaching and all flights out delayed. In the hurry to get off and see if my connection was affected (it was) I left my iPad on board. Didn't notice till I got to the Flagship lounge and settled after rearranging the flights. The lounge angel chased around and after a bit of effort found it and it was delivered to a suitable collection point. Great bit of service in circumstance where there was great confusion resulting from the storms.

 

[samh004]

Excellent service.

 

[robd]

We are sorry, Mr robd, it appears that you did not have cookies enabled when you entered the competition. Please apply to Qantas customer service, where we will explain impatiently that it's all your fault.

…but, but, I have screen shots.

 

[juddles]

…but, but, I have screen shots.

i DONT BELIEVE YOU

 

[Altair]

Hmmm....reminds me of The Amazing Race 7 when on the flight to the final leg Rob & Amber managed to get on an AA flight from SJU to MIA that had closed. The second finalists Uchenna & Joyce complained that they too had been told they could not be ticketed as the flight had closed, in fact the plane door was closed and I think had even pushed back. The gate Agent radioed the pilot who decided to return and let Uchenna & Joyce on, who then went on to win the $1M USD first prize. Excellent customer service or the most costly poor customer service depends upon your POV
Anyway RooFlyer it is good that you experienced a great example of how individuals can deliver the most extraordinary customer service beyond anything that is published in a manual.