re: American Airlines is dog shite!!!!

quote:

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Delta was going to strand me in Houston because they claimed my previous flight was delayed due to weather. Well 3 different people who had the same connection told them it was a mechanical delay, they kept denying and saying it was weather and they owed us nothing. I showed them the picture of the "mechanical" delay from the board before the flight and all of a sudden they were able to hold the plane for us to make the connection. They were going to leave us stranded with no compensation in Houston overnight trying to say it was weather... when it was going to cost them a few bucks the flight was held. Imagine if they wouldn't have dicked with us in the first place and just did the right thing.

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What I don't understand is two things.

1. Why do companies do this? Don't they know they will get blasted in social media for doing this, don't they know the value of long term customers?

But a second question -

2. Why do the employees do this? You might say they are lazy but would the opposite be true, just put you on the next flight, boom, problem solved? If I am a gate agent I don't dick around, I say "Oh, mechanical problem, thats all I needed to know to get you on this next flight...here you go sir..." wouldn't doing that be what any logical gate agent would do, less headaches?