[pjt3]

My husband and I arrived in Toronto from Halifax at 2:30 pm on Monday, Aug. 10th. Our connecting flight to Charlotte was scheduled for 4 pm. The flight was delayed due to water leaking into the cockpit during the rainstorm. We weren't boarded on a new plane until 10:30 pm. While waiting to take off, the cabin filled with smoke (which the flight attendant initially tried to tell us was normal and due to condensation?!?). She finally called the pilot to come out to assess the situation; after trying to assure us everything was fine, he returned to the cockpit and finally decided to return to the gate, and we were deplaned. At 12:00 midnight, we were finally told that the flight was cancelled and that there were no hotel rooms left in Toronto and we would have to spend the night in the airport. We were sent to an area to talk to AC representatives, but there were only about 2 of them to deal with an angry mob of about 75- 100 people. They were unable to help and we were told we could call AC by phone or try to see someone when the ticket counter opened at 4:30 am. AC representatives were completely unprepared to deal with the situation, and police had to be called, as passengers were becoming very combative. Some passengers who were able to get information were being told that the next available flight out to Charlotte wouldn't be until Wednesday. My husband and I could not afford to wait, as we had to pick up our children from camp that day. We were forced to rely on American Express travel agents to find us the soonest flight out of Toronto, needless to say, for an exorbitant fee. In the meantime, our luggage and all contents were returned to us completely soaked through. Many of the contents were ruined. We also incurred extravagant international phone charges trying to make new travel arrangements. There is no way to reach an AC customer serivice representative by phone, and complaints can only be filed online, which we did. Several weeks later, we received a response. They offered us 2 $300 vouchers to fly with them again, which we never intend to do! We are still waiting to hear if they are going to compensate us for our ruined luggage.

[Burgers]

CLT is a smallsh city with limited service from carriers other than American Airlines. In the event of IROPS (irregular operations) you are screwed. With load factors as high as they are it could be days before you are on your way. In your case you should have booked through American Airlines, its a hub so they have lots of ways to get you there.
If you have AC status and or you are kind (keyword KIND) to the agents they may be able to "push" your ticket to American and get you on your way.
Rather than be one of the mob waiting for an agent, pick up the phone and call res. its just as effective.