If there has been one bright spot, it's that a local American Airlines employee happened to be searching through the US Airways baggage area and noticed a bag with a name he recognized from earlier communications - it was the groom's bag! When did US Airways get involved? Nobody can answer that. When was the bag found? AFTER the Saturday wedding. In time for the honeymoon, but still extremely frustrating.
Even more frustrating to me was a story that just happened to appear in our local newspaper this (Monday) morning; a story about how the low-cost airlines are doing a much better job of using Twitter and social networking sites to communicate with frustrated passengers than the major carriers. Particularly telling was this reference to American Airlines' philosophy: "American thinks that social media shouldn't be a replacement for existing customer service in which representatives respond to calls and e-mails from consumers".
Yessir - they respond. With lies and bad information. That's just a great way to run an airline. And, yes, I've tried giving them a chance to respond, directing Twitter posts to the lone account that seems moderately active. However, most posts are promoting fares and activities in destination cities. Obviously, nobody who cares about customer service or who has any power to respond and make things right is reading.
Most of this post is personal, since our daughter's wedding and honeymoon were made more stressful by the horrid performance of American Airlines. Some is professional. Our business, Station X, grew out of the realization that many businesses need help in managing customer service via social media. American Airlines, we need to talk. You have a problem and it's not going to get any better until you look around you and realize that you need to change.