#americanairlines, I am reaching out to Kimberly Cisek to help with a situation. I am the #pr manager for disabled amputee veteran para athlete Brian "Big Country" Conwell. We booked him a flight to San Diego from Charlotte to present him a resiliency award for winning 21 medals in competitions after losing his leg during active duty in a car accident.
The ticket agent was beyond unprofessional. They let another customer cut in line in front of Brian at check in, got distracted and nearly booked Brian a different flight by mistake. I had paid for more legroom to accommodate Brian and the agent bumped him to a seat with very limited mobility. Brian is 6'6, 260 pounds and a competitive weightlifter that uses a wheelchair.
I'm very curious why I would be charged "seat fees" if your airline has no intention of honoring what I paid for. When Brian asked about his seat, the clerk responded, "If you don't like it, fly another airline."
A passenger in line was so disgusted at your counter agent's behavior that they gave up their first class seat for Brian to fly comfortably.
The main sponsor of the event honoring Brian, Kate Monroe, CEO of VETCOMM US, is livid about this experience and will be interviewing Brian soon. We know that customer service is difficult, especially with an airline of your size, however, this is egregious. If we do not hear a response, we are prepared to elevate this in several very public ways. We trust you will do the right thing.
Sincerely,
Dr. Rob Garcia,
PR Strategist for Brian Conwell
Commercial Mortgage Broker with Gparency
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