I emailed Marisa when I lost a whole bunch of money because of shitty airport shit. I couldn't articulate any of my thoughts. I told Marisa the facts via email, and asked her to articulate them for me. Within 5 minutes, she sent me this... this would have taken me at least a month. Enjoy, and feel free to copy and paste. You get a lot of free shit when you can talk this good:


To Whom It May Concern:

I am writing to inform you of a recent travel experience I had with Air France during which I encountered a dismaying lack of customer service and a level of unprofessionalism I found to be both inconsistent with previous travel experiences with your airline and, more importantly, entirely unacceptable.

On August 28, I was scheduled to travel from Los Angeles (LAX) to Paris, with a connection in Boston.  My flight from LAX to Boston was on American Airlines, and I therefore had to make my way to the Air France gates at the Boston airport when I arrived.  My American Airlines flight arrived on time and I made it to the Air France gate 55 minutes in advance of my flight to Paris; at this point, I was directed by an Air France employee at the gate to go to the baggage claim area.  A group of passengers from my American Airlines flight to Boston had the same itinerary, and we all followed the instructions from the Air France employee, only to be told minutes later that we were not going to be permitted to board our flight to Paris due to the fact that we had not arrived at the gate within an hour of our departure time.  Not only had this piece of information not been relayed to me (or to any of the other travelers in my situation) at the time of booking or at the time of my arrival at the Air France gate, but the information was relayed in a rude and outright dismissive manner by the Air France employee in the baggage claim area, with no offer to assist me in any way.  When I accepted the fact that arguing to get onto my flight was futile, I inquired as to the location of my luggage; in response, the employee promptly refused to look into the matter and simply stated that he "couldn't help me at all".   No effort was made to assist me in either rebooking a flight or locating my luggage; instead, I was dismissed with no explanation or apology.  After doing my own research, with no assistance from any Air France employees, I was able to book a flight to Paris for the following day, expending an addition $$$ of my own money that I had not anticipated; in addition, I had to spend the night in a Boston hotel and pay cab fare to and from said hotel.

I made a second attempt to locate my luggage when I arrived at the Boston airport the next morning.  Upon approaching the Air France counter and inquiring as to the location of my luggage, I was told by the employee that there was nothing they could do and I would have to inquire in Paris as to the location of my luggage.  Once again, no apologies were offered and no attempts were made to assist me in any way.  When I then arrived in Paris, I made a final attempt to reason with the employees of Air France, to no avail.  The only piece of information that was passed along was that my bag was most certainly not in Paris, since Air France has a policy of "never putting a bag on a flight without the passenger begin on board".  Interestingly enough, this was the first time I had been informed of this supposedly hard-and-fast rule; it was at this point that I was able to discern, without any assistance from your airline's employees, that my bag was still in Boston.  After a series of futile phone calls, my baggage inexplicably turned up at the Paris airport five days into my stay.  At this point, I had been forced to purchase new clothes, undergarments, and toiletries, adding to the list of unintended and unnecessary expenses brought about my your airline's utter lack of refusal to assist and communicate with me.

At this time, I am requesting full reimbursement of the expenses outlined in the attached receipts.  I cannot overemphasize the frustration and disappointment I feel in the appalling lack of interest I was afforded by the employees of Air France throughout this travel experience.  At no time did I make unreasonable demands; rather, I simply expected someone within your organization to take an interest in my situation and offer to assist.  Unfortunately, I was dismissed at every turn.  Having made the trip to Paris on previous occasions with your airline without encountering any such difficulties or inconveniences, I was surprised and dismayed to see such behavior from your employees.  I sincerely hope that more effort is made on your organization's part to instill and foster a genuine interest in your customers and their concerns.  I look forward to hearing from you regarding this matter.

Respectfully,

Mackenzie Yeager