[Never again]

On June 19th my husband and I had the unfortunate experience of having to fly down to Miami for a funeral. Sadly enough, the unfortunate part of the experience was not so much the funeral as it was the horrible mistake we made of flying on American Airlines.

After the funeral proceedings in Miami, we arrived to MIA airport that evening to find out that there had been several flight cancellations due to a severe thunder storm. Ironically enough, the delays were not the issue as much as the lack of customer service given to the countless number of stranded passengers. After arriving on time for our 7:25pm flight, we were told that our flight was delayed to about 8:30. Then again at 9:00 we were told 10:30pm and finally the last announcement said 11:45pm. By 11:48 we were boarded on what appeared to be the last flight out. After sitting on the plane for 30 minutes, we were told that they were still loading luggage. Despite all the delays we remained optimistic, until the plane started to pull off and we heard disturbingly unusual sound coming from below the plane. An announcement was made that they were experiencing hydraulics problems, and that the plane would have to go back to the gate where the problem could be worked on. After sitting for over twenty minutes in a warm and slightly uncomfortable plane with no beverages or explanations as to what was going on, the pilot came out to let us know that the flight was cancelled.

To make matters worst, when we came off the plane it was after midnight and only 4 agents left to deal with the hundreds of tired and angry passenger. We waited on the long lines only to be given the 800 number to American Airlines in order to rebook our own flights. We were told that hotels were not available and given $15 food vouchers. Rather than get more agents to help facilitate the crowd, the rude agents threatened to leave and then called security. There were more security personnel there than agents to help the passengers, one of whom told me that this was a frequent occurrence on American Airlines at the MIA.

Finally we made some phone calls and were lucky enough to rebook or flight with Delta Airlines. The agents at Delta were very understanding and accommodating. After spending 16 hours at the cold airport with hundreds of other dissatisfied American Airlines customers, we were glad to get back to New York and pick up our three small children.

I am not sure if my letter will make a difference, but I felt that someone had to say something about the terrible treatment I received as a paying customers. My husband and I are business owners who frequently travel, but I can assure you we will not be using American Airlines and have already started telling others to do the same.

[ChrisH]

Make sure you submit a formal complaint to American, about this. This website isn't associated with American, so they may never hear of this, unless you contact them directly.

A side note; I realize it was frustrating that there were only 4 agents, and it does sound as though they were quite rude, and not helpful, but keep in mind it is not those agents responsiblity to make sure there are enough agents to help, in a situation like this. That should have been the supervisor, or manager. As a former airline agent, I can say that we frequently work understaffed, as the airlines do not properly staff these stations, in order to save money. I've been stuck at the gate, or ticket counter, with cancelled flights, full of passengers, and it was me, and only me to assist them, and there wasn't anything I could do about it. These managers get quarterly bonuses, if they save on man hours, and so frequently the stations are left understaffed, and overtime is not permitted, beyond a certain limit --- which was frustrating in situations like yours. It is bad being a passenger in that situation, but I can't explain how stressful that type of situation is from the other side (as an agent), as well. The airlines really need to make sure they have proper staffing.

On another note, it seems there is complaint, after complaint, day after day, on this website, about American Airlines. I think I will stear clear of them, next time I have to fly.

[airhead]

I urge you to write to the Department of Transportation and the headquarters of AA. Make the complaint formal. These unfortunate events are too often. I too have been stuck helping 100s of passengers by myself. It is no fun and unehtical. Here are the links

www.aa.com/customerrelations

http://www.tsa.gov/travelers/customer/index.shtm

please be sure you include the facts like flight number, date and record locater. Good luck to you.

[airhead]

http://airconsumer.ost.dot.gov/problems.htm
this is the link for the DOT

[countrynewsman]

Oh c'mon! Stuff happens. If weather is a problem, try Amtrak. I have been delayed many times due to weather and have been in the middle of the line listening to passengers yell at the agents. This does not get you to your destination any sooner...as a matter-of-fact, it delays things more because of the yelling...the agent can't do his/her job. It's not their fault. These folks are not paid enough to be abused as they are. Blame it on their management. I have found a kind word gets me better service than a threatening stance.

[The_Judge]

I'm liking you more and more countrynewsman. Wise words.

[countrynewsman]

Well, Judge...I get amazed each time I read a post from someone who will badmouth an airline because of one unfortunate episode. I have flown many carriers and have had great experiences, and a few not-so-great. I've never had a flight attendant, gate agent, or pilot threaten or yell at me. Yes...I have had cause to be irritated sometimes, but at the situation, not at the agent. But, I'm sure there are some out there who should be in a different business. That's the way life is. Frankly, flying was a lot more pleasant back in the 70's, however, it was also quite expensive compared to today's dollars. I can fly some routes cheaper than Amtrak...and certainly cheaper than driving. I cannot expect champagne and caviar when I pay $79.00 to fly halfway across the country. Times have changed...or maybe I'm just getting older and really don't care. LOL.