[LeeB]

AA - you placed your customer on the lowest priority. I had her arriving from Miamii FL to Newark NJ on Fl 692 18 JUL 2010. I checked the flight status on the internet at 1:30 - it told me that the flight was 45 min late. I checked at 2:45 and it said it was 1 minute later than the previous posting. We went to Newark Airport. There we found that the flight was due at 5:15 P. When we came back at 5:15 from shopping around the area, we found that the flight had been delayed to 6:40P. The flight actually arrived at 7:20P. From our guest we heard that the plane had landed in Norfolk VA to wait for a storm to clear.

My complaint is arrogance in not letting meeting families know of this delay. American is not so dumb as to not know that the plane is on the ground in Norfolk VA. So I conclude they didn't care. It is this type of customer sensitivity that brings companies wobbling around bankruptcy or into a new business because they have so messed up the old business. Ask Western Union, Ma Bell, Lucent, 3M's Thermofax, Howard Johnson's and the list goes on. AA Management - don't give your market to foreign carriers - I won't fly AA and went to Egypt in Jan via Alitalia, and to India via Kingfisher. AA - you can only be arrogant for so long before you are another Pan AM.

[cortney]

WHOA!!! you think AA (or any airline) should call a family member that is waiting for somebody on the plane and tell them when their plane is due in?? thats NEVER EVER going to happen. weather is a hard thing to predict and i think that is why it kept jumping from time to times...oh..AA doesn't have your number how are they suppose to call you

[The_Judge]

I didn't see anywhere in the post where the OP wanted AA to call him. I don't think it's too much to ask to have updated times shown on the website or phone system. Seems the OP did all they could to find out when the flight was supposed to arrive but the times never got updated.

[cortney]

your right. its just the way he stated not letting meeting families know of this delay. i appologize if i jumped to a conclusion. as i stated weather is a hard thing to predict and AA may have not know at the time when or if there was even going to be a diversion and when or if it would leave that other airport due to the weather

[jimworcs]

There is no justification in this day and age for not keeping updated information systems. AA Ops know exactly where every single one of their aircraft are. It is not beyond the wit of the airline to put that information out there.. and if they don't want to do it themselves, their is a live, flight tracker system on the internet. Airlines simply have no excuse for not providing people with relevant, timely information.. THE technology makes this easy. What is needed is a change in culture