Consumerist has a horror story up today about an American Airlines customer trying (and failing) to get some sort of proof that he has a credit available after a cancelled flight.
The story is typical of the genre, featuring Kafka-esque company policies, indifferent employees, and a seeming inability to take even the smallest step to accomodate an entirely reasonable and understandable customer request.
Until this statement, about a third of the way through:
"I was told that customer service at American no longer speaks to customers"
I truly thought I'd seen and heard everything in the customer service business. I guess I was wrong.