July 21, 2017

Hello Kimberly:

After reading your letter describing your disappointment in us, it’s easy to understand why you would question our commitment to quality. It is clear we let you down in several ways during your trip to Montevideo and I’m very sorry that you were inconvenienced. You should expect better service from us.

We regard all customer feedback as a welcome opportunity to improve and are grateful you took the time to share the details of your recent experience with us. Although things didn’t go very smoothly, the specific criticisms you provided will help us handle things a little bit better the next time.

We are convinced that together with input from our customers, and a desire on the part of all of us here at American Airlines to show up for work determined to do an even better job than we did yesterday, we can be the best airline in the industry. Please give us another chance to prove ourselves — we hope to win back your respect. As a gesture of goodwill and to encourage your continued business, I’ve made arrangements for an eVoucher (via a separate email) in the amount of $200.00 for you to use toward the purchase of a ticket to travel with us. The next time you travel with us Kimberly, we’ll do our best to make sure your trip is a good one.