After reading AA’s response (see below) to my email about their mendacious new fee for checking your first bag, I’m reminded of the Jon Lovitz’ sketch from SNL: Pathological Liars Anonymous…”it’s all about meeting customer expectations…yeah, that’s the ticket! And have you met our flight attendant, Morgan Fairchild?”

Any takers on if I’ll actually hear from an executive? Yeah, I thought not.

May 22, 2008

Dear Mr. Tarpy:

Thank you for contacting us.  We appreciate hearing your perspective about the change
to our checked baggage policy.  Assessing a fee for those customers checking a first
and second bag helps us to offset the rising costs associated with the transportation
of baggage, including the high price of fuel.  This policy is consistent with other
airlines and we hope to have our customers’ understanding.

There are some exceptions to the policy.  To view the specifics, please go to AA.com
and select “View Updated Checked Bag Policies” from the Home Page.

Meeting the highest expectations of our customers is our primary goal.  Your concerns
and comments will assist us in reaching that objective, and I have forwarded a copy of
your letter to our Executives for review and internal follow-up action.

Mr. Tarpy, we value your long-standing loyalty and support and are eager to continue
the relationship we have enjoyed over the years.  Please be assured we are all working
hard to provide the high quality service you have every right to expect when traveling
on American.

Sincerely,

H. M. Alvarez
Customer Relations
American Airlines

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