Fight or Flight

Many of you have asked me if what happened that caused us to spend 22 hours in a plane and/or airport trying to get home from Barbados after paying over $4,500 for tickets.  Well...it was a mistake by American Airlines.  The travel agency, Springfield Travel out of Springfield, MO, has shown that American Airlines wrongly booked our tickets for the 9th instead of the 16th.  They have the proof.  To Springfield's credit they admit that they did not catch the mistake.  They were apologetic and immediately sent us $1,650 to cover part of the payment I had to make. 

Springfield Travel Agent, Malinda Ford, has taken several conversations with over five (5) different people to investigate to see what happened.  Bottom line:  it was booked wrong by American Airlines. At one point, Malinda and I were on the phone with an American Airlines supervisor after we learned that the only recompense was going to be in the form of vouchers to the individuals.  I explained who and what we were and said this was unacceptable as I didn't know if they would return and it was a year away, plus I couldn't float that amount of money for that long.  I am VERY disappointed at American Airlines as 1) they never even apologized.  Now I understand they don't want to admit to fault, then they are liable BUT at least they could say they were sorry we had to spend 22 hours getting home and that a couple of people missed a day of work.  NOT even one ounce of empathy.  I am not getting the warm fuzzies about the claim on their website which states, "We have a responsibility to drive the best possible outcomes for all our stakeholders." and that "Treat me well" is their #2 Top Customer Concern as stated on their Engaging Our Customers website section.

Thanks for letting vent a little.  Where was I…oh yeah...I stated that the vouchers would not do and that the expectation was a credit card reversal or a check.  The supervisor simply said, "I will see if it can be done."  That was six weeks ago.  Malinda at Springfield has really gone to bat for us.  She even came up with a plan to get us our money back:  after American Airlines finally agreed to giving Springfield open vouchers, they were going to use them for a paying group and then reimburse us once the group paid them.  What amazes me is that the travel agency has to come up with American Airlines solution.  Talk about customer NO service!!!!  Clark Howard would have a cow!  Anyway, that was three weeks ago and still no vouchers.  Finally, Malinda called and got yet another level of management who said that he would have a check mailed.  That was 9 days ago.  Wonder who we will have to call now…the CEO?   or better yet I wonder what Clark would have to say about this.  I am being very patient at Malinda's request because we are concerned that we will not get anything back; however, my patience is running thin besides I have to pay the credit card.

I am appalled that a multimillion dollar company who boasts that customer satisfaction is a top priority is treating a non-profit humanitarian group in such a way. I am mostly disgusted at their lack of even a hint of concern for our treatment and experience that day.  American Airlines if you are reading this (I typed your name a bunch of times in hopes a search would draw your attention.) I hope that you are ashamed of yourself.  Your inattention, your lack of empathy, your unwillingness to take responsibility for a mistake and your inability to act and let a small travel agency provide and execute a solution is inexcusable!  You are a big company.  It is time to put this to rest.  SHOW ME THE MONEY!  Swamp Corps has brought over $50,000 of business to you and you won't even refund $2,928.50.

It is time to make this right.

Thanks for listening.  If you know anyone at American Airlines, pass this along.

Jeff

More Invitations from Around the World!

It is amazing to see how fast word spreads. Two weeks ago, a retreat was held at our home camp in Georgia, USA for a group of dads and their daughters. During this retreat a gentleman approached me asking about Swamp Corps. We proceeded to go to our Swamp Corps map showing the places of the world Swamp Corps has been and plans to be where pointing at the map he described the opportunities in and around Sao Paulo, Brazil. Turns out he is the president of the Florida/Louisiana Missions Council and his daughter has had several enjoyable experiences at the camp for some years and he wants to share this experience with kids in that country. He asked me if we could go next February. Wow! I explained to him that all our slots were currently filled and that he would have to get one of the next available slots. He told me to "get us in the queue" and then two days later introduced me via email to people in Brazil. We are working on getting a time to video conference and begin our initial talks.

This past summer, a couple who has many ties to India (their two children are adopted from there) sent their oldest on the trip to Barbados. He had such a great time that his mom started spreading the word to her friends in India and just believed that Swamp Corps could make an incredible impact on the children there. In a matter of a week we were introduced by email, then talking via Skype as to the possibility of getting a camp in Chennai on the northern coast of India. Again, we talked about availability; however, our discussion was deeper and richer lasting near an hour. There was much excitement at the end of the conversation and it was left that we would stay in communication and see what develops.

What an amazing week for Swamp Corps! We are praying that our foundation and corporations will come through with funding so we can respond to the invitations in a timely manner. In fact, two such organizations are meeting this week which could have an impact this. More to come on this.

Be encouraged all you Swamp Dreamers and Followers. The message is being delivered; the invitations are coming. It seems Swamp Corps has a great future.

For the children,
Jeff