The blank look, and empty stare. Clueless is the name of the game. Lots of excuses to go around, just no solutions. And, of course, lots of apologies.
“I just work here, nothing I can do about it”. Nice service mantra. Wonder what their service model looks like, considering they have zero service recovery.
My advice is simple, if you can’t take care of your customers, get out of the service business. And remember, bad news is better than no news at all. American Airlines — are you listening?
About Hemant Rustogi