An Open Letter To Ameican Airlines

I received notification, via email, that American – my airline of choice – is ceasing its information (fare) sharing relationship with Kayak.com, my preferred fare comparison engine and directing all fare querues to the aa.com site. I am a fan of American, i travel them quite a bit, however, Kayak has created an interactive web fare comparison engine that trumps anything I’ve seen from any airline. That American believes it can – or that it should – take captive control of information in this way is such outmoded philosophy, it makes me question the airline’s ability to be forward thinking in an era of Web 2.0. My letter to their customer service follows:

I recently received an email, subject line “American Airlines Ends Relationship With Kayak.” I am, to be blunt, perplexed by this policy change.

As a frequent AA traveler, Platinum AAdvantage member and Admirals Club user, it is clear that AA is my preferred airline. Kayak.com, however, is my primary vehicle for obtaining and comparing fare information. To exclude AA fares from the Kayak engine puts an onus on me as a valued customer to obtain AA fare information and makes me less likely to consider AA when booking travel.

I am sure that there is some perceived logic inside of AA that presumes control over fare information should be limited to AA and its preferred partners, however, I assure you, this is simply outdated thinking. Attempting to plug the “information hole” of a Web 2.0 business like Kayak is absurd and will cause customers like myself much anguish trying to compare fares when booking, a necessary step for any business, and most personal, travelers.

I believe a reevaluation of this decision is in order if AA wishes to retain the business of me and others like me that make frequent use of your airline as well as today’s open, web-based tools for information sharing like Kayak.

Yours,
XXXX
AAdvantage number XXXXX