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Mary at a New York hi-tech company writes:
On March 29, 2000 I made a flight reservation with American Airlines to have a package sent to our customer in San Juan Puerto Rico using their computerized system. The flight requested was #1473 leaving JFK at 11:30 a.m. arriving in San Juan at 4:24 p.m. I was given an airway bill.
When my employee went to the airport with package, he was told that the pre-arranged airway bill was no good and had to fill out another airway bill. When the counter girl processed the new airway bill she indicated the wrong flight. Upon his return to the office, I notice the incorrect flight and promptly called American Airlines Cargo. To say the least I could have walked to San Juan faster than the help I received. The operator kept repeating the wrong flight number. I finally spoke with a supervisor who helped somewhat. He spoke with Victoria at JFK and she admitted the mistake.
The flight she indicated on the airway bill was scheduled to leave at 9:35 p.m. which meant that the package would not get to Puerto Rico until 2:00 a.m. Thursday morning. I managed to arrange for the package to be put on a 3:58 p.m. flight which would get the package to Puerto Rico at 8:24 p.m.
I was told that I would receive a call from American Airlines confirming the package made the flight from both the Supervisor and Victoria. No one called back. I had to take the initiative and call them. The lack of concentration on the part of Victoria, the counter girl at JFK, has caused major problems between our customer and ourselves. I hope this isn't common practice. I am very upset with this matter. Package was delayed causing production to stop.
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