Dear American Airlines,
This is a really hard letter for me to write, but here it goes: I'm leaving you.
I feel like it was only yesterday that I liked your Facebook page and followed you on Twitter. I wasn't expecting much, maybe an update here and there or a funny picture of cats on a plane.
But no, you went the extra mile -- the posts, the updates, the emails, God, for the first time I felt like a brand really understood me online. And when you asked me to let you know how I felt about your new boarding passes by filling out an online survey, I knew you truly cared about me; I knew we were meant to be together.
But that magic just isn't there anymore -- sometimes I feel like you're not even listening to me. I know you have 643,778 likes on Facebook and that's fine, I'm not jealous. Really, you're allowed to have friends. But all you do is update your status about great ticket deals and special offers. Not once have you posted a photo of us together and you don't even respond to my comments anymore.
Like that time you asked me on Facebook, "What travel destination took you most by surprise? Why?" When I told you it was my Spring Break trip to Peru, you didn't even acknowledge me.
Or that time you told me to "Get ready for an adventure" and gave me a special deal on U.S. flights starting at $151. You told me to "Book now," which I did, but then when I got to the airport you ended up canceling our trip because of "mechanical failure." Yeah right.
Are you embarrassed that we're together? No, wait, don't answer that. It's all in the past now.
How silly I must have sounded when I told you I loved you on Facebook -- you didn't even like it. You ignored it. We're over.
I just feel so used, like you just monitored my social media activity and segmented me into a specific demographic bucket, tailoring your messages and content specifically to what I was looking for out of a brand. You lied to me American Airlines. You told me I was a valuable customer and I believed you. How could I have been so blind?
I thought there was an "us," but there never was, was there? There was just you marketing your brand to me like I'm some kind of whore looking for online deals. I don't want your deals; I want you. But now I realize that can never happen.
So I'm leaving you, American Airlines. I'm with Delta Airlines now and we're happy together. Delta takes care of me like you never could -- they offer me free upgrades to economy plus and in-flight movies. They care about me and provide a comprehensive online social media experience. I've joined their loyalty program and things are getting serious.
I wish you the best of luck with everything. Goodbye.
Always,
Valiant Lowitz