reponse d'American Airline suite a ma reclammation pour mon passeport...

March 31, 2009

Dear Mr. Cormier:

We have received your email describing the difficulties you encountered as you
traveled with us from McAllen. As the Immigration Specialist for Customer Relations,
I appreciate having the opportunity to apologize if your passport was handled in a
less than careful manner. We've actually reminded our agents that passengers should
remove any documents from passports themselves and should also swipe the passport
themselves whenever possible as we do not assume financial responsibility for damage.
Unfortunately, with automation and multiple passport reviews for every trip, most
passports simply don't last as long as their validity. Immigration officials require
that documents be in very good condition and having tape or staples holding the
document together is unacceptable. In my experience, this would be considered a
mutilated document and I see passengers deported very often in such situations.

Mr. Cormier, we are sympathetic but we cannot assume responsibility for your document
and it had to have been somewhat worn to be that easily torn. Nonetheless, I've
reminded our Station Manager in McAllen of the policy regarding passports.

Mr. Cormier, I'm sorry but it's not our policy to offer compensation or to pay the
cost for replacement. We also do not offer complimentary upgrades for any service
failure. I am very sorry to disappoint you.

Sincerely,

Shelli R. Gipson
Customer Relations
American Airlines