Clipping of news on Brazilian Culture, Law and Citizenship
06/09/2013
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Object hurts the gums and palate nutritionist , who traveled to New York and London with the company
In another flight of the same company , wheel and support the mala have been broken
Displays fleeting piece of wood found in meal served on American Airlines flight Photo : Personal archive
RIO - New York and London . This was the route chosen by the family for the last Guertzenstein July holidays . The trip , however , was marked by two unpleasant situations in flight round trip on American Airlines ( AA ) , disrespect to the consumer . From Rio to New York , the wheel of one of the bags broke during handling of baggage by the airline and the American family had to work hard to be reimbursed , even on American soil . But the worst was yet to come : the return to Brazil , Solange Guertzenstein struck the roof of your mouth with a piece of wood that was inside the ravioli served at dinner.
- In deciding the course of our vacation , New York and London , we opted for AA because we believe in the quality of their service , in addition to being good price. So , we bought four pieces for four people : me, my husband and our two daughters , aged 13 and 10 years - tells the dietitian Solange .
The passenger , however , was very frustrated with the company since it spent about R$ 15 thousand and did not even have a " decent apology " for the problems experienced on two AA flights . Even today , over a month after the incident , the company has not contacted the family to clarify what was in the meal Solange , since the problem was formally registered by it even during the flight .
- We leave on July 9 , arriving in New York early the next day . Our first problem was to come across one of our bags , most of them with the wheel and all its support broken , hanging . You could not pull this bag. We went immediately to service customer support AA . Provide another wanted to also used, but smaller size . We do not accept and outlined a US$ 50 value compensation - Solange account , noting that , to receive the amount had to be persistent .
The family was advised to return to the customer service of the company when it was leaving for London on July 17 , to receive the amount in cash. But upon arriving at the airport, Guertzenstein were surprised by the information they would have to buy the bag before being reimbursed . This, however , had not been reported before.
- They made us fools. And it was not lack of understanding , because we understand very well English - Solange account , adding that her husband Marcus , in stampede , almost missed the flight to England .
Back in New York , the family bought a suitcase, after searching for a place with low price not to exceed US$ 50 the lot . On August 3 , back to the airport again , this time to embark on the River , the Guertzenstein were the third time to the service of AA attendance , with the note of US$ 89 bag , much smaller than the broken .
- After some confusion among employees , received a check to be exchanged . After a long run through the airport , where we were told to go because they said they were out of money, and sent us to another place . At that moment , it was a matter of honor to receive such value - says Solange .
Pointed piece and chipped
But worse , according to the nutritionist , it was experienced hours . Already on the plane , to bite a ravioli served at dinner, felt something hard , which broke the gums and palate .
- When I checked what it was , I see a very large piece of wood , chipped and with one side pointed, that was what hurt me . I was horrified because it was not a barb , but a piece of wood that fell from something . I showed my husband , who also crashed . Immediately , the children also stopped eating the ravioli they had requested . The commissioners made light of what happened . - Says the passenger , who was disgusted . - Why were not offered another meal that was not the ravioli ? Particularly children , who also did not want to eat after seeing the wood I found.
Solange says that immediately caught a flight attendant , who did not give importance to the situation . Then spoke with another crew member , who reported that the case should be passed to the chief of staff . This , however , did not appear. Her husband reports, had to go to the first class to find such professional, who said that a case record would be done .
- Marcus , already seated , after another long time , received the Commissioner such number one . We show what happened and wood. He apologized and said it never happened . He picked up the object and said he would return with a protocol . Not again ! We slept , woke up and nothing . To serve the breakfast , call the number one to ask about such a protocol , and he said he would have no document to deliver us , that would be with them . But we wanted to see . So he came up with a document where pasted the piece of wood and decided to take a picture . Why the commissioner has not returned to explain to us what would you do? What document was it? With what purpose ? - Asks Solange .
The nutritionist is exhaustive to say that was very disappointed with the service :
- Despite the fortune we paid , the treatment is very bad . And it's different on a flight from Brazil to the U.S. and from the U.S. to Europe.
Sought by GLOBE , American Airlines said it regrets the situation and will work with customers to take appropriate action .
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Source : The Globe - Online
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This article was translated by an automatic translation system, and was therefore not reviewed by people.