DISQUS

I used to work for American Airlines. Their policies are inane. It's a hideous place to work. People stay for the benefits. They get trapped there.
I was in the Management Training Program and one of my jobs was to call disgruntled passengers and deal with their concerns. I had to call a man whose wife had fallen down a flight of stairs and broken her neck and died. He couldn't take a trip he had purchased a ticket for. he had documentation for everything. American would not refund his money. I had to repeat over and over "I'm so sorry for your loss, I understand your frustration but your ticket is non-refundable." It was agonizing and hideous and I should have walked out that day. I lasted 3 years with American. I just went to the retirement party of someone who has worked there for 35 years. It's mind boggling.