OMAAT readers share a lot of stories with me, and some of them are pretty wild. Well, Michael just shared an experience with me that might just be the most unusual one that I’ve ever heard. I can’t imagine it’s made up, but it’s also so shocking that I struggle to wrap my head around this.
In this post:
Is this the wildest American Airlines phone interaction ever?
Let me share the email that Michael sent me, in its entirety:
Long time reader who is so flabbergasted by an interaction with AA last night that I thought that I needed to reach out to share it and see if you had any ideas on additional action I should take.
Last night I called AA (I’m an Executive Platinum) and was connected to someone named Kevin at the EP Desk in Dallas. I was calling because I needed to apply multiple trip credits to a trip for me, my wife, and my daughter. After I shared who I was booking for, he asked if I was planning on having any additional children. That by itself is an obviously inappropriate question for an agent to be asking me, but after I said, “no, we were done having children,” he told me that I needed to listen to God and have more children, and he quoted scripture to me about being fruitful and multiplying!
How dare he! He has no earthly idea what my personal circumstances are with regard to child bearing or religion. I stayed calm in the moment and simply stated that what he had said was extremely inappropriate, and moved on to complete the booking, but I am absolutely appalled.
After I finished with him, I submitted negative scores on the automated survey, and tried to figure out how to submit a customer service complaint. Online, the form doesn’t have a place to submit complaints about customer service disconnected from a flight. So, I called back to see what to do. The next agent I spoke with directed me to submit feedback to [email protected]. I did and received an automated message saying that that email address was not monitored by AA. So, I called back today and was directed to a “high value customer” number, which I was told conspiritorily was not supposed to be handed out. When I called that number, it was disconnected and no longer in service.
I know AA has disinvested in their customer service over the years, but this whole sequence is just ridiculous. What do you think?
I followed up with Michael to ask if there was any further context for this interaction:
There was absolutely no other context… it was completely out of the blue. I finished providing everyone’s AAdvantage numbers, he made some comment about how great it was that my six year old daughter had PreCheck, and then asked if I was going to have more children. So weird.
My take on this bizarre American Airlines interaction
If I just read this story online from some anonymous account, I’d assume it wasn’t real, because it’s that unbelievable. However, Michael has been a reader for close to a decade (based on looking at his commenting history), so I assume he’s being honest with what he shares, and has no reason whatsoever to make this up. Fortunately calls are recorded, so American should be able to verify this pretty easily.
I’ve honestly never in my life heard anything like this before, so I’m just shocked. Does the phone agent do this every time he works on the reservation of someone who has a kid, or was he just having a particularly “spiritual” day? Come and think of it, this did happen on a Sunday evening, so I almost wonder if he heard something in church that day, or…
Michael also raises a good point about how hard it can be for even American’s top tier elite members to provide feedback in a meaningful way. He’s right, when you go to American’s website and try to submit a complaint, there’s no option to provide feedback for a phone interaction.
Personally, I would’ve probably just submitted feedback under one of the other categories, and hoped it still gets directed to the right person. Unfortunately given the extent to which American has automated its customer relations, I wouldn’t necessarily expect it to be taken very seriously, though.
What would I otherwise do in this situation, if I wanted to be sure the experience was actually noted?
- You could reach out to media or share the story online, as Michael did
- You could email a senior American executive in hopes that the complaint would then be forwarded to the appropriate person; the email format is typically [email protected]
Bottom line
An American Airlines phone agent reportedly told a customer that he needed to have kids for God, after he tried to get help for a family reservation. I can’t imagine calling and having that “deep” of a conversation while working on an airline reservation, especially with no further context.
What do you make of this strange American interaction?
Get over yourself. A simple “I don’t want to talk religion” comment will work.
People have to get over themselves getting butthurt over any conversation that might offend or be inappropriate
Found the bootlicker
hardly newsworthy. maybe the world needs some guidance...
A silly comment—to say nothing of its inappropriateness in a customer service or any other context—b/c the multiplication in question depends first and foremost on a woman bearing a child. That's why birthrates aren't calculated based on how many children a man fathers. And, no, this is in no way to diminish fathers nor their critical role in child raising.
Again, I am thrilled that I do not need to inter-act with AA EVER !
This conversation (which I totally believe happened) would have been grounds for a " written final" if not dismissal from the Amex that I worked for.
Just so wrong on every level. And I say this as a "person of Christian faith" who keeps my beliefs to myself.
You should have told the second customer service representative that first one needs to be replaced and transferred to a non public contact center as alternate service
If It happened to me while in airline
I would have sent my written feed
Back to commercial director
This is actually creepy. Not to mention tone-deaf and intrusive. One's beliefs need to be kept to oneself.
Bring.Back.Civics.
I get why you were bothered by his comment but also I think maybe just wait until they email you back from customer relations. This isn't a life and death situation and I'm sure that just saying something to the agent then and there would've been sufficient since they get their calls monitored & recorded. I understand you're a more important customer because if status but even if they give you the CEO's cell phone...
I get why you were bothered by his comment but also I think maybe just wait until they email you back from customer relations. This isn't a life and death situation and I'm sure that just saying something to the agent then and there would've been sufficient since they get their calls monitored & recorded. I understand you're a more important customer because if status but even if they give you the CEO's cell phone the most you're gonna get is an apology, maybe some sort of voucher for your trouble and a slap on the wrist for this agent who clearly shouldn't have brought his own opinion into this convo and clearly messed up but some people in the comments are taking it to levels like the dude threatened to go to your home and kidnap your family. People are people and call center agents are neither trained nor remunerated enough for your expect to be treated like you're King Charles III of England even if you fly frequent enough to get EP status. These are just regular folk probably making less an hour than you spend on your morning coffee. Get a grip, man. This is a guy feeling offended and thinking that because he somehow gets to or has enough money to fly more frequent this makes him special and he's just hurt when he's treated like what we all are, human beings.
Telling everyone to chill misses the point. We aren't debating the severity of the offence. We're discussing the nature of the offence. Nearly all chatter in OMAAT comments are about "First World Problems". If it's offensive to you that people discuss non-life-or-death matters, this forum may have been a wrong turn for you, because next we'll get passionate about the "unlimited" caviar in EK F. Is there secrtetly a limit? Scandale!
American Airlines is a perfect representation of the United States nowadays. Perpetually degenerating day by day to a point of becoming beyond repair.
Kids are expensive
I get it. But imagine being so triggered that you call back multiple times and send multiple emails to try and get that customer service agent in trouble or even fired. Must have too much time on their hands.
You don't understand what is going on.
I'm guessing you don't get it.
Please stop Ben
Cliff, Ben is unlikely to curtail publishing c***k *ait articles.
Well Ben while still being gay you fulfilled that command.
Don't worry, very soon you'll only be chatting or speaking with AI call center reps that can't know Jesus.
If AI handles a more successful call by talking about Jesus with 1 passenger, it'll do it with all the others. :(
And people still don't realize it. Never saw the big picture.
You have these beliefs breeding population like printing free gifts.
Then you have those that force you to convert.
Add that to the combination and you get to print your own votes in 20 years.
They're rigging the system without you knowing.
Writing this as an atheist/agnostic from super-secular Sweden: while the comment was a bit weird, I honestly don’t see anything to get worked up or offended about. I wouldn’t have cared or wasted a second of my life complaining to corporate. I’ve heard much worse from customer service agents and just shrugged it off :)
This!
What is religion? ….. What is any religion?
Put simply, in a manner in which even the most uneducated people can understand ….
Religion is a belief in the Supernatural.
Preaching is disseminating one’s belief in the Supernatural.
How is the supernatural distinguishable from magic? I don't see that it is. So religion is ultimately a belief in magic.
…. as you choose Justin, as you choose …. :-)
@AeroB13
I choose logic and empiricism. They have not steered me wrong thus far.
While I agree that these questions are inappropriate for a customer-support interaction I honestly find the given address and email that both did not work by far more concerning than the initial issue.
Unpopular view, especially coming from an agnostic like me, but still.
This interaction has all the markers of someone suffering from a severe mental crisis. Could be chronic or temporary but this does not at all sound like the agent was having just another day at the office. It is not super uncommon for someone who lost a child or became estranged from an only child to push others towards having many children themselves.
Unpopular view, especially coming from an agnostic like me, but still.
This interaction has all the markers of someone suffering from a severe mental crisis. Could be chronic or temporary but this does not at all sound like the agent was having just another day at the office. It is not super uncommon for someone who lost a child or became estranged from an only child to push others towards having many children themselves.
Doesn’t change of course the fact that his comment was rude, unprofessional, insensitive and overall stupid (given he does not know the medical condition of the couple), but I guess mental breaking points can bring a lot of ummm unusual comments out of people.
Personally I probably wouldn’t have complained, but I can see your reader’s point of view as well
Be respectful. The customer service agent was just sending the message of Jesus Christ our lord as a savior. He’s right. You should have more children. As a born again Christian I hope to have a family of my own one day. Michael mistook this kind gesture . People are entitled to their opinions. I had a great conversation with a woman from Portland last weekend about cofffee , tea , and chocolate. I told...
Be respectful. The customer service agent was just sending the message of Jesus Christ our lord as a savior. He’s right. You should have more children. As a born again Christian I hope to have a family of my own one day. Michael mistook this kind gesture . People are entitled to their opinions. I had a great conversation with a woman from Portland last weekend about cofffee , tea , and chocolate. I told her I’m republican and we agreed that Portland is negatively portrayed on the news. She left me a good tip.
A customer service agent should absolutely not be asking customers if they plan to have more kids. It’s totally crossing a line.
“As a born again Christian I hope to have a family of my own one day.”
Please don’t.
There is nothing more hateful than your Christian “love.”
Also btw, there is no God.
Oh please. Keep your beliefs about your fairy stories yourself. The US is full of Christian nationalists imposing their beliefs on others.
Keep your opinions to yourself
As a commenter noted below, "the message of Jesus Christ" was to shut the fuck up about your piety and keep it between you and God
Funny how y'all want freedom of speech but don't wanna hear religion. Yet it's printed on your money and embedded in your schools you pay property taxes to. Just cause that person is a customer service agent, they don't have a right to have an opinion? Wrong place, wrong time for sure. But it's still their opinion and they can voice it and deal with the consequences. What you gonna do about it? Not a damn thing.
Whoa whoa, stay in the buggy there, @Alonzo. "Freedom of speech" has nothing to do with private commercial transactions, or with this story. This scenario is not analogous to the Public Square, government using force to silence its critics.
@Alonzo
1) We don't want your religion shoved down our throats just as much as you don't want pride shoved down yours.
2) Telling someone to have kids in this manner not a matter of "opinion," it's completely out of line.
3) Employees are not entitled to unrestricted free speech under the constitution (although I'm sure this means nothing to you).
4) Freedom of speech =/= freedom of consequence.
in the US "freedom of speech" refers to something very specific.
It has nothing to do with the situation described here.
@D3SW133
The same Jesus who told you that he will torture a huge swath of humanity (children) in unquenchable fire for billions times billions times billions of years.
That some of you people can glibly accept this evil while producing children knowing that they will be tortured for an eternity is so unforgiveable bizarre.
You're entirely entitled to your freedom of speech, but I very much look forward to the day when we don't have to pretend that a belief in god is a reasonable, respectable, or dignified delusion for an educated adult to hold. It so obviously defies reason and should be treated with approximately the same seriousness as a grown adult professing belief in the tooth fairy--legal, but dumb, and clearly evidence of addled judgement.
Good for you. Keep it to yourself. The rest of us do not care about your religion. Moreover, the Lord Jesus Christ may be your savior but it’s rather ignorant to assume everyone feels or should feel the same way just because it’s what you believe.
I mean JD is telling us to have more kids too. Must be normalizing this
If JD wanted to do that, he'd be banging his wife and not the couch.
Crazy hot take here - any possibility the reason this guy is appalled actually has more to do with some stranger (especially one in *customer service*) chiming in on his family’s reproductive path, and not just religion? Pretty bold move to tell someone to have more kids when you have no idea what their reality is, regardless of the reason… while booking air travel. Then again, maybe AA is working on a new companion pass...
Crazy hot take here - any possibility the reason this guy is appalled actually has more to do with some stranger (especially one in *customer service*) chiming in on his family’s reproductive path, and not just religion? Pretty bold move to tell someone to have more kids when you have no idea what their reality is, regardless of the reason… while booking air travel. Then again, maybe AA is working on a new companion pass promo - Kevin just didn’t get to finish his pitch.
Sounds like a LARP
Sorry but religion is not the issue.
It is the lack of training and support.
Someone felt that religion was fair game for their comments but what topics might come up if there is a lack of accountability?
Perhaps it happens because they know there is no accountability.
I mean you shouldn’t have to be trained not to proselytize
Actually @Tim Dunn religion IS the issue…one religion in particular one country in particular. Everyone is entitled to their religious beliefs or to have none at all. You cross a line when you start pushing your religion on others, trying to save themselves from themselves.
There are specific, radicalized, factions of one religion that does this on the daily. They believe it to be their duty to tell the rest of us how to live...
Actually @Tim Dunn religion IS the issue…one religion in particular one country in particular. Everyone is entitled to their religious beliefs or to have none at all. You cross a line when you start pushing your religion on others, trying to save themselves from themselves.
There are specific, radicalized, factions of one religion that does this on the daily. They believe it to be their duty to tell the rest of us how to live our lives.
Oh, and let’s not forget ALL of the violence, in this century alone, that has been perpetrated in the name of religion and some entity that may or may not exist. But, hey, let’s just blow up the world so we can save it in the name
Of whatever God one believes in.
One should not have to be told by their employer that religion is a private matter not to be discussed at work.
the point is discussing, let alone pushing, anything that is not related to the job at hand.
No, religion is not the issue.
The issue is a lack of training about what constitutes topics to discuss w/ customers, esp. over the phone.
It should be natural for people to understand that dividing line but it most certainly isn't just religion that some people discuss and shouldn't.
Using your phrase, you do realize, @Tim Dunn that adults should not have to be told not to do certain things. It’s rude and arrogant of the agent in question to do what they did. Had that person been Muslim and said people should have more kids in the name of Allah the RWNJs on here would be losing their sh!t.
How many times does it have to be said that the three things...
Using your phrase, you do realize, @Tim Dunn that adults should not have to be told not to do certain things. It’s rude and arrogant of the agent in question to do what they did. Had that person been Muslim and said people should have more kids in the name of Allah the RWNJs on here would be losing their sh!t.
How many times does it have to be said that the three things not to be discussed at work are sex, religion and politics? If people are so stupid they think they can shove radical christianity down peoples throats they should go work at Hobby Lobby where that kind of thing is okay.
So, yes Tim, religion is the issue, as are the people who make excuses for it.
I've had to send a complaint to customer relations on a more important issue and get the same response from an automated email. It took a while for a real agent and then get an apology & they answered me back and apologized. The way I see it is that this gentleman is only take upset because of his status and him thinking this makes his encounter a top priority when it's clearly just an...
I've had to send a complaint to customer relations on a more important issue and get the same response from an automated email. It took a while for a real agent and then get an apology & they answered me back and apologized. The way I see it is that this gentleman is only take upset because of his status and him thinking this makes his encounter a top priority when it's clearly just an idiotic move by a guy who probably doesn't make enough money to care. I actually think they probably use AI for key words now to help the customer relations people have priority & even the AI thought this wasn't a big deal. Sure, Executive Platinum is an elite status but I'm sure you're one of hundreds of thousands with this status. The way people fly nowadays any old Joe Schmo could be top tier and especially at AA with how large it is.
As always, a good response would be to quote the verse that exhorts Christians to go in their effing room and shut the damned door when praying.
As long as the agent clarified that they should only have enough kids to stay within the complimentary main cabin extra up to 8 traveling companions limit…
Remember folks that AA has call centers in the Deep South specifically the Bible Belt.
HDQ is Texas. Enough said.
Keep these for future reference.
[email protected]
Chief Customer Officer reporting to the CEO
“Icompetent Isom.”
[email protected]
Chief People Officer
[email protected]
Ex. VP Communications
[email protected]
Ex VP Corporate Affairs & Chief Legal Officer
Dont get so offended by religion, bro
I hope next time you have to call a support line they make you listen to the Quran.
Another's religion is almost always offensive. That's why in the most civilized countries, people pray in private and never discuss their religious beliefs with strangers.
It’s nothing to do with being “offended” by religion, it’s a matter of not wanting to have religious fanatics “witness” to us at every opportunity. Keep your beliefs to yourself. Nobody is interested in your “good news”.
@all
Religions are peaceful. The agent tried to engage in a considerate conversation . Nothing more. I listen to Quran on occasion. I went to a Diwali Festival of Lights event this week at a Buddhist temple. If my family invited me to their Seder I go. All are welcome to the mega church I attend. Jews , LGBT , etc. Someone tried to shoot our pastor at church this year and had free Palestine engraved on the bullets of their ar 15.
The difference is you are choosing to read the Quran, go to Diwali etc. It’s up to you. This person, if the claims are true, was shoving it down this customer’s throat.
“The agent tried to engage in a considerate conversation .”
You’re being obtuse.
Peaceful? In human history more people have been killed in the name of God (all 3,000 of them) than any other disease, natural disaster and world plague that I can think of. Including your precious old white man in the sky. The very first weather event on earth according to your science fiction book was sent down to kill every man, woman and child cause Your Guy was threw a hissy fit that people were being "wicked". Religion is peaceful like Nick Cannon is celibate.
Over the years, I had a few AA agents get a bit "Jesus-y" at the end of the call. I listen, returned with "God bless you also" and hung up. It was really nothing for me. I'm not particularly close to any religion but I didn't see the value in letting myself get "offended" or to hurt them. I understand they should keep the call to business but it is what it is. If they...
Over the years, I had a few AA agents get a bit "Jesus-y" at the end of the call. I listen, returned with "God bless you also" and hung up. It was really nothing for me. I'm not particularly close to any religion but I didn't see the value in letting myself get "offended" or to hurt them. I understand they should keep the call to business but it is what it is. If they wished you a Merry Christmas or happy birthday and you're a JW, would you get all crazy about it or simply say thank you?
It's useful to remember that to some, proselytizing is actually deeply offensive. You've stated clearly, it isn't to you. But to many, it is. Discussing your religious beliefs to a stranger you serve is the worst of manners and it's perfectly reasonable to be annoyed by it and to say so.
As a Jew I can reply. In the USA one often is wished a Merry Christmas. You learn to let it be and wish back Happy Holidays. It never becomes an issue.
As a non-religious person I can reply. When I see that happen, whether it annoys you or not, whether you notice or not, it bothers me. A lot.
If true, not the most appropriate topics to be discussing and is obviously too intrusive, and the agent should be reprimanded in some way (further training).
But to be “appalled” or “shocked” and to write into a blog (and then to post about it? Overreact a bit?
No. It is, in fact, actually appalling. Not because you, personally, would be appalled by proselytizing by a person in service to you. But because it's a principle in the foundation of the United States of America and celebrated by freedom-loving people the world over: you pray in PRIVATE.
What are you on about? It is, in literal fact, not appalling. People like you are why the news cycle moves so quick and we all become numb to ACTUALLY appalling events. If everything is appalling, nothing is.
What a joke.
I worked for AA. They are loons and the Dallas HQ is a Severance-like corporate nightmare, but this isn’t behavior they will tolerate.
In the late 2000s to early 2010s they had evangelical music playing in the terminal trains at DFW.
So many people who call themselves christians are willfully ignorant of the parts where God is going to roast you in fire for billions and billions and billions of years for not worshipping him. So basically more children to be spit roasted. The caller should have stated this to the agent.
The most recent episode of South Park did a brilliant job of excoriating fake Christians. The guys nailed it, as usual.
“…nailed it…”
Heh heh.
MAGA “Christianity” is a cancer.
Now there’s a ‘hot take’…
The customer service agent was not necessary christian. Same philosophy and rhetorics are found in most of the major religions, especially Islam and Judaism.
Thanks Sabrina, for the breath of calm sanity...NOT. We're discussing American Airlines, whose HQ is in Texas. It is definitely quacking, so I'm going to go way out on a limb and call it: it's a duck.
This call is being recorded for quality assurance and training purposes.
AA is a hot mess!
Operationally, and service-wise.
More like insane.
Maybe Kevin is related to the old lady I saw on FRA-DFW making a Powerpoint presentation about how the earth is 6,000 years old.
Well, they did just find mosquitoes in Iceland, so perhaps we’re due for another Biblical plague…
1990 …. you are about to be ‘outed’. No, nothing to do with your sexuality and more to do with your occupation.
The ‘buzz’ going around is that you are a Company Agent, trawling the websites for possible candidates. I am sorry to disappoint you 1990, but I am both too old and crusty, also, an alien too …. :-)
That is the belief of Jews all over the world. If it offends you try not to read someone elses screen.
@Moe calm down, snowflake. Just because flat earthers "all over the world" believe the earth is flat doesn't mean it's true.
Moe, Young Earth Creationism is a fringe, extremist belief in both Judaism and Christianity. It’s the same outsider fundamentalists who believe in talking snakes and rib-women.
First it was respect that dwindled away, then it was decency, then it was common sense, and now it’s professionalism.
Welcome to 2025, where no one knows how to act like a sane and normal person anymore.
America is a Christian and family orientated country with family values. If you don’t like it then you are welcome to leave.
Wait, what??? How did you come up with this nonsense? Pls speak for yourself.
It’s AA phone support. Not your relationship partner at Latham. Understand the level of interaction you can expect to deal with, and don’t complain you didn’t receive a Four Seasons welcome at the Motel 6.
Ben I must say - shame on you for posting the agent’s name. Shame on your reader for sending this in. We should absolutely not normalize tattling on support staff. It’s punching down.
Look, I’m atheist too. I wouldn’t care for evangelism on an AA call, but I’d just grin and bear it and move on.
I mean after a few years earning $10,000,001, I’d probably become an atheist, too, or… start to think I’m a ‘god.’ Sorry, did you mean $99,999,999/year?
Arps, nobody is forcing you to keep come back every time after you get banned and get offended by things nobody else gives a damn.
N17017, who are you referring to? What’s the backstory? Even if you disagree with someone on here, there’s no need to censor others. Ignore or engage.
1990, ‘Arps’ is a website troll, a chameleon who changes is login regularly …. now being: “My annual income is EIGHT FIGURES“.
You'd certainly know about trolling, Aero.
You are the finest example of such, plain Jane, a master or the keyboard disaster and obsession exemplified old gal …. :-)
I'm not shocked at all. Dallas, and Texas is general, are full of religious fundamentalists of every persuasion. At least he got a domestically based customer service agent, and not the one that is outsourced to India. In a case of a latter, he would not understand the agent most likely, as Hindus are known for their very specific accent which negative affects customer service in all areas.
Racist nonsense. My experience with Marriott's USA call centres hasn't impressed me. Is it possible that race/nationality/religion ("Hindus") is not the best criterion by which to assess a call centre?
This is the dumbest thing ever.
Yeah, please don't. I get it; it's a company, not the government; but, like, please don't try to convert others to your religion, especially not as an agent of a company like an airline, which probably has a policy against evangelizing while in-uniform.
Crackpots, they walk among us. Definitely would think about contacting the execs for such a wild intrusion.