Passenger claims American Airlines employee sent her abusive text

By Alexandra Coulton

Look, when we worked in retail, we wanted to swear at some of our customers too.

But we never actually did it. Especially not via text.

However, this is exactly what one woman claims an American Airlines employee did.

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According to News.com.au, one passenger, Marla Margolis, was flying from Boston to Miami when she accidentally left a garment bag on the plane.

Upon arrival in Miami, she and her family were to board a cruise to celebrate her son’s bar mitzvah, and the garment bag in question contained her son’s suit and daughters dress.

As soon as she realised the bag was missing,Margolis called American Airlines’ customer service and was told she would have to make a claim online and simply wait for a response.

Margolis admitted to WCVB that she said something “not nice” when she hung up the phone.

Moments later, she claims received a shocking text message.

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The text message read: “I will put my foot up your a** you f***ing w**re.”

Margolis contacted American Airlines a week later and was told they would investigate, but just days later she received yet another text message from the same number.

“I was beyond livid. It’s one thing to have a lousy customer service experience and have it end with the disconnection of the call. It’s quite another for a call centre rep to have taken the following steps to send me this message,” she said, according to Fox News.

The airline told Fox News that they investigated the text, but claim the number is not associated with American Airlines or the representative Margolis spoke with.

“We take these allegations seriously and immediately launched an investigation. Our team conducted an investigation, which included speaking to a representative in Phoenix, Ariz., and a senior agent based in our Raleigh/Durham, N.C. office,” said the airline.

“Our team also traced the phone number where the text message originated, which comes back to a phone number not associated with American Airlines or the representative Ms. Margolis spoke with in North Carolina. Our research also shows that these representatives were immediately on other calls after Ms. Margolis disconnected her call with American.”

“American researched these allegations, and we are unable to substantiate any of the claims made by Ms. Margolis. We recommend she file a police report in order for law enforcement to potentially continue their investigation into the phone number which was used to send her those text messages.”

Margolis said she still isn’t happy with how the incident was handled.

“All I know is ‘I’m sorry’ is not hard to say,” she said.

Also, shout out to News.com for featuring this fantastic screenshot from WCVB‘s interview with Margolis:

Source: News.com.au

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Email the Travel Weekly team at traveldesk@travelweekly.com.au

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