Sheryl Lee Ralph took to social media to share her grievances with American Airlines. She called out a lack of “empathy, accountability” and “acknowledgment” from the airline during the holiday season.
Why did Sheryl Lee Ralph call out American Airlines?
Ralph took to social media on Saturday to call out American Airlines after she used their services. She said she ran into delays, limited staffing and a lack of communication while using the company’s First Class and priority check-in services.
“Well over one hour in the First Class/ priority check-in line during holiday travel. Minimal staffing. Few answers. No sense of urgency or care and delayed. Holiday travel is not an excuse,” she wrote on X.
She added, “The lack of empathy, accountability, or even acknowledgment of the inconvenience conveyed a troubling indifference, one that no customer should experience, and certainly not those who have chosen to spend the most to fly with your airline.”
Ralph tagged American Airlines’ CEO Robert Isom and added the hashtag #millionmiler in reference to her longtime loyalty to the airline.
The airline addressed her comment on the social media platform: “Waiting frustrates us too, and our apologies for the longer than expected lines at check in,” the company wrote in response to her post. “We’ll share your feedback with airport leaders so they can review it internally.”
American Airlines recently announced it was ready to handle the holiday travel season
The company communicated on its readiness to handle the holiday season as it is one of the busiest times of year for travel. In a Dec. 12 press release, it said it was expecting to serve over 12 million customers across over 119,000 flights this season.
“Our more than 130,000 team members are committed to making our customers’ journeys on American this holiday season safe, reliable and enjoyable,” Chief Operating Officer David Seymour said in the statement.
The company highlights investments aimed at improving customer experience with expanded TSA Touchless ID, new connection-saving technology at major hubs, upgraded aircraft, as well as enhancements to lounges and onboard offerings.