I will pay for good service

I had an interaction with American Airlines this morning that made me realize why I choose American (even though they cost more than others). Bottom line: I choose American Airlines because their service is worth the price I pay.

The same holds true with almost any business.

In telecom, I can choose the cheapest carriers… but instead I choose great carriers (such as .e4 and flowroute) that offer high quality and great service.

High quality and great service generally means it’s not the cheapest price — but then again, the cheapest solution may cost you more in the long run (lo barato sale caro aka good, fast, cheap: pick two).

Take for example today’s reminder.

Last night I helped my in-laws purchase tickets for a trip on American Airlines. For whatever the excuse, I made a mistake and booked a flight at the wrong time. Big thing: this was my mistake.

I had every opportunity to review the flight times (many, many opportunities) and simply did not. The mistake was brought to my attention this morning and I called American Airlines (with my credit card in hand) to correct my error.

First, when I called… the representative was friendly, courteous, and generally pleasant. This is an immediate difference to other airlines I have had to call (I’m talking to you US Airways). (By the way… I truly hope this new American/US Airways merger doesn’t make me regret this post).

I told the representative that I had made a mistake and what could I do to correct my problem. She helped me change the flights to the correct time and — I’m still shocked by this one — waived the fee (she said this was “sometimes available” when you have booked within 12 hours).

I pay more for American Airlines… but when I have a problem, customer service like this proves it’s money well spent.

By Fred Posner

Fred Posner provides VoIP consulting services through The Palner Group and For ten years, Fred helped his wife, Yeni Monroy, run Bearkery®, a family bakery in Gainesville, Florida. The bakery sadly closed during the COVID19 pandemic. Contact Fred at

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