On June 8th American Airlines eliminated iSolve, the tool frontline employees used to compensate customers for things like broken seats and missing meals. Instead they told employees to ‘de-escalate the situation’ and make customers happy – as long as they gave them nothing.
On June 16th, it turns out, they pulled the plug on paper compensation vouchers as well. And in the worst of corporate doublespeak, they’re telling employees they did this “to provide consistency for our customers.” No matter what the channel is, you get nothing!
Some airport computer terminals still have a version of the Qik reservation system overlay that offers paper compensation vouchers however “It is now outside of policy to issue [passenger service] vouchers.” This will be updated soon.
Employees are told that if customers have a beef, they need to go register a complaint online.
Here’s the internal memo which went out on Friday: