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Peter Rogers's Blog
Artist-in-Residence at Chez Firth

Thursday (3/3/11) 1:45pm - ... wherein American Airlines is beyond useless.

So.  I finally have my tickets to Chicago.

Let's see how that process went:

  1. Hunt online for flights from Austin to Chicago.
  2. Find a good flight on American Airlines.
  3. Realize I have a bunch of frequent flier miles on American Airlines.
  4. Order my ticket on American Airlines' web site (aa.com) with the frequent-flier miles.
  5. Realize I don't have *quite* enough frequent-flier miles for the trip.
  6. Order a few more frequent-flier miles.
  7. Wait a day for the frequent-flier miles to post to my account.
  8. Fire up Opera and go back to aa.com to pay an additional fee and pick up my ticket.
  9. Enter all relevant info into web forms.
  10. Click the last big "SUBMIT" button.
  11. Get a page with the unhelpful message "Service Unavailable."
  12. Fire up Chrome and go to aa.com to pay the additional fee and pick up my ticket.
  13. Enter all relevant info into web forms.
  14. Click the last big "SUBMIT" button.
  15. Get a page with the unhelpful message "Service Unavailable."
  16. Wait twenty minutes.
  17. Fire up Chrome and go to aa.com to pay the additional fee and pick up my ticket.
  18. Enter all relevant info into web forms.
  19. Click the last big "SUBMIT" button.
  20. Get a page with the unhelpful message "Service Unavailable."
  21. Call American Airlines.
  22. Tell the phone tree I need help with an existing reservation.
  23. Give them my frequent flier number.
  24. Field a bunch of questions about what reservation I want.
    • N.B.:  I HAVE ONLY ONE RESERVATION WITH YOU WHY ARE YOU DOING TH--
  25. Ask for an operator.
  26. Wait on hold.
  27. Get a reservations agent.
  28. Describe the problem to the reservations agent.
  29. Get transferred over to web-site support.
  30. Wait on hold.
  31. Describe the problem to web-site support.
  32. "We don't support Opera or Chrome."
  33. "But I don't think it's a browser prob--"
  34. Fire up Firefox.
  35. Verify to web-site support that it's a recent-enough version of Firefox.
  36. Go to aa.com and enter all relevant info into web forms.
  37. Click the last big "SUBMIT" button.
  38. Get a page with the unhelpful message "Service Unavailable."
  39. "This is probably a network problem.  Can you try again from a different network?"
  40. Go home for lunch.
  41. Fire up the mobile site from my iPhone on the 3G network
    • Realize I could have done that while at work; facepalm.
  42. Enter all relevant info into web forms.
  43. Click the last big "SUBMIT" button.
  44. Get a page with the unhelpful message "Service Unavailable."
  45. Call web-site tech support.
  46. Wait on hold.
  47. Wait on hold.
  48. Wait on hold.
  49. Describe the problem to web-site support.
  50. Deflect their first attempt at help by explaining that I've tried the site from different networks.
  51. Fire up Firefox on my netbook.
  52. Verify to web-site support that it's a recent-enough version of Firefox.
  53. Go to aa.com and enter all relevant info into web forms.
    • The web sites load  v e r y  s l o w l y.
  54. Click the last big "SUBMIT" button.
    • The next web site loads  v e r y  s l o w l y.
  55. Get a page with the unhelpful message "Service Unavailable."
  56. Ask tech-support for further instructions.
  57. Fire up Firefox on my netbook, as per instructions.
  58. Shut down all other applications, as per instructions.
  59. Go to aa.com and enter all relevant info into web forms, as per instructions.
    • The web sites load  v e r y  s l o w l y.
  60. Click the last big "SUBMIT" button, as per instructions.
    • The next web site loads  v e r y  s l o w l y.
  61. Get a page with the unhelpful message "Service Unavailable."
  62. Get instructed to bring up the start menu, click "Shut Down", and then go to the --
  63. "You're asking me to reboot the machine, aren't you?  I really don't think that's the --"
  64. Turn off netbook.
  65. Wait 15 seconds, "for the drive heads to stop moving."
  66. Turn on netbook.
  67. Fire up Firefox on my netbook, as per instructions.
  68. Shut down all other applications, as per instructions.
  69. Go to aa.com and enter all relevant info into web forms, as per instructions.
    • The web sites load  v e r y  s l o w l y.
  70. Click the last big "SUBMIT" button, as per instructions.
    • The next web site loads  v e r y  s l o w l y.
  71. Get a page with the unhelpful message "Service Unavailable."
  72. Realize I've spent an hour so far today on their tech-support line.
  73. Opine silently, "I'm trying to give you my money!  JUST LET ME GIVE YOU MY MONEY!"
  74. Hear that tech-support is going to transfer me back to reservations.
  75. Hear that tech-support is going to forward me to the reservations desk and waive the $20 'pay by phone' fee for me.
  76. Feel relief at actually getting supported by support.
  77. "Wait, you have an expedited frequent-flier ticket?  For those, we never charge any fee whatsoever for calling in."
  78. Realize I could have just called the reservation line the first time I hit an error page, and not incurred any additional fee.
  79. Hate life somewhat.
  80. Give credit-card info to reservations agent.
  81. Get ticket.
  82. *sigh*
Airlines are *fun*!

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Mood: [mood icon] frustrated · Music: none
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[User Picture]
From:fraeuleinchen
Date:Thursday (3/3/11) 8:16pm
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Ewww. Yuck. Major suckfest!! :(
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