After writing my previous post on positive customer service experiences, I had another just today. And I remembered to get the person’s name this time!

I’ve collected American Airline miles for a number of years now, and been a pretty happy customer. I fly probably every other month, so I linked my debit and credit cards to American through Citi AAdvantage.

Unfortunately with all of the recent changes – charging for bags, charging for food, charging for better seating, and the biggest pain, charging to use airline miles that you already spent money to earn – I’ve had enough. Apparently airlines just don’t want to make money anymore if they can screw over loyal customers. American is one thing, don’t get me started on United who won’t let you cancel a flight online. I mean, I’ll begrudgingly pay the $150 change fee but why do I have to speak to a person to do it when I booked the flight online to begin with?! Check out a friend’s tirade on Jetblue too.

I digress…today I called Citicards to change to a cash back credit card. It was easy as pie speaking with Michael from customer service. I didn’t have to change my credit card number, lose the miles I already accumulated, or pay an annual fee. Hallelujah. Michael was courteous and extremely knowledgeable about all of the cash back options that Citi offers. He even told me about a few sites where I could earn up to 6% cash back.

Do you have a story about good customer service? If so, please share them here. Or else, feel free to complain about the airlines.