The controversy over the American Airlines eShopping Mall with the Verizon mistake and the US Airways Mall with EasyCGI still continues to rage. Both sides are waging a fierce battle of principles on the forum boards and eloquently stating their cases.
Customer: “Hello, is this American Airlines?”
American Rep: “Yes it is. How can I help you?”
Customer: “You lost my bag on the flight from Chicago to Detroit this morning.”
American Rep: “I am so sorry to hear that. But our baggage is handled by the Chicago Municipal Sewer Workers. You’ll have to call them to locate your bag,”
Customer: “But I bought my ticket from American Airlines.”
Customer: “Could I please have another bag of peanuts?”
Flight Attendant: “I’m sorry all requests for additional services are handled by the Tampa Bay Buccaneers Cheerleaders. We only handle initial disbursements.”
My point is this: If American Airlines has its name on that eShopping Mall, it is responsible for the operation where any reasonable person would expect to be dealing with American Airlines. If that is not the case, then change the name to the Catera Commerce eShopping Mall.
Those who are insisting, “It was a mistake. You knew it or should have known it. You don’t want people to lose their jobs over this, do you?” are missing my point. Mistake or not is not the issue. Who is taking responsibility for posting 83,871 miles next to the “Buy it Now” button?
I contend it should be American Airlines negotiating in good faith with its customers, not Catera Commerce and not Verizon. It is indeed the airline’s name on the eShopping door, isn’t it?
Is my stance to hard and firm? I don’t think so. It is easily correctable. If you are going to subcontract out your shopping mall, disclose it for all your customers to see. Don’t hide it in some obscure terms and conditions page. Put it right up front in big letters on a page all customers must read when entering the mall. Require your subcontractors to carry errors and omissions insurance to protect your customers and your good name. American Airlines is a good name and a good company. And most importantly in that E and O policy, American Airlines shall have the right to make things right with its customers based on that E and O policy and will undertake the task of doing just that.
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