Horrible American Airlines Experience and Service

[DeliveryNrse]

I experienced the WORST flight experience of my life and the WORST customer service experience I have had in forever. On the trip to Orlando our flight was canceled due to a thunderstorm the NIGHT BEFORE! AA then booked our group on 2 different flights leaving late that same day and the next morning. I was watching the kids crying and asked about options if we could make it to DFW International. The lady at the counter looked at me and said, "We do not guarantee anything and believe me, I do not want you here any more than you want to be here!" She then turned and walked away. I called AA and talked with a supervisor and told him what she said and he said, "Well, now that is your word against hers isn't it? Why should I believe you?" We ended up getting to Dallas Love Field via Southwest Airlines (They were EXTREMELY helpful and kind). We then shuttled to DFW to try to catch a flight to Orlando. The AA people told us that because we violated the "point of origination" that they could cancel the rest of our flights with no refunds. We finally found a counter agent who was sympathetic and got on priority standby and managed to get to Orlando on three different flights that evening. Note: If we had stayed in Lubbock that morning our flights that AA had bumped us to would have cancelled due to weather and who knows when we would have reached Orlando.

The trip back was again an experience. Our flight to DFW from Orlando was delayed due to thunderstorms and when we reached DFW finally, there were no more flights to Lubbock that evening. We deplaned and were handed a voucher for $2 off a Motel 6 room and told a shuttle would take us and then pick us up at 6:00 am. We had no luggage or clothes or toiletries. They told us it would be impossible to get them. When I asked about flights for the next day she told me I would have to call the reservation line and find out as she had no idea. We were placed on two different flights the next day and finally got home.

I can deal with a lot if people are kind--these people were not (though the flight attendant on our last leg of the journey was cheerful, friendly and kind). I will not fly American again if I can help it. I do not care if it is more expensive elsewhere.

DeliveryNrse

 

[bicker]

Generally, with only minor exception, I've found that all the airlines are the same, so bouncing from one airline to the next just puts you into unfamiliar waters each time, rather than drives you toward getting better service. If anything, the fact that what you're doing is normal and common drives airlines to work harder to attract you away from other airlines than to actually provide you good service once you're there. The cost of customer acquisition is high, but apparently the cost of customer satisfaction in such a competitive and low-profit marketplace is much higher given the realities of the industry and the weather and air traffic control and security and the state of expectations etc.

Hopefully you won't encounter problems on your next trip.

 

[disneynutz]

What a horrible experience. Your story makes me count my blessings. A least you weren't like that flight last year that sat on the runway for 9 hours with no air conditioning.

I hope you next trip is a happy one.

 

[Disneyhappy]

I fly frequently for business and have my list of preferred airlines I like to use. I only use AA if there is no better choice for my destination and time constraints as I also find their customer service lacking compared to other airlines I have flown. I had to fly them to San Antonio last month and my opinion remains the same. I have not experienced such bad customer service with them that would prompt me to send thema letter, though. I think I noticce it only because of my experience with other airlines.

 

[jctwizzer]

My recent experience with AA has led to the same conclusions. Basically, they don't care. I expect to enjoy watching them go down the tube in the not too distant future.

 

[DeliveryNrse]

I am really a glass half full person and work in a hospital and am well aware that "you can catch more flies with honey than with vinegar". I have flown on Southwest too many times to count and have never encountered rudeness across the board like we did with AA. If I have a complaint or problem I never raise my voice or yell and I do not curse(ever!) so I really expect the same courtesy. Explanations would be lovely. Really a Southwest counter agent salvaged our trip for us this time. She overheard what was going on and got us on a flight to Dallas Love Field and gave us a number for a shuttle to take us to DFW so that we could get on standby. She was TERRIFIC!!
DeliveryNrse

 

[mommyto3]

What a horrible experience!!!!! I know never to fly AA!!!!!

But I am glad to hear about SW helping you out...we are flying them for the first time in August.

 

[CarolA]

I experienced the WORST flight experience of my life and the WORST customer service experience I have had in forever. On the trip to Orlando our flight was canceled due to a thunderstorm the NIGHT BEFORE! AA then booked our group on 2 different flights leaving late that same day and the next morning. I was watching the kids crying and asked about options if we could make it to DFW International. The lady at the counter looked at me and said, "We do not guarantee anything and believe me, I do not want you here any more than you want to be here!" She then turned and walked away. I called AA and talked with a supervisor and told him what she said and he said, "Well, now that is your word against hers isn't it? Why should I believe you?" We ended up getting to Dallas Love Field via Southwest Airlines (They were EXTREMELY helpful and kind). We then shuttled to DFW to try to catch a flight to Orlando. The AA people told us that because we violated the "point of origination" that they could cancel the rest of our flights with no refunds. We finally found a counter agent who was sympathetic and got on priority standby and managed to get to Orlando on three different flights that evening. Note: If we had stayed in Lubbock that morning our flights that AA had bumped us to would have cancelled due to weather and who knows when we would have reached Orlando.

Well now I know where the Nashville employees went. One of them once called me a "Witch" ( replace the W) . When I called her supervisor he told me "she would never do that she is one of our BEST employees" LOL! Luckily this was in person and folks came to my defense A LOT of people suddenly told the supervsior how this woman was acting, but.... IMHO expereince AA is the worst LOL! (I fly them only as a last resort)

Now IMHO OP was very lucky. The airlines do not have to do anything when they have weather delays and once you don't get ON the first flight the rest of your reservation is cancelled. The AA agent who told them that they could void the rest of the ticket was correct. Do NOT do this without making sure the airline has "approved" it and they have noted it in your ticket conditons. Just paying SW and jumping on board does not work. (And AA is probably not going to write you over to SW they hate each other LOL!)

 

[maxiesmom]

While I agree the AA agents should not have been rude to you, the rest of it is really just bad luck. AA has no control over the weather. And there is no compensation for weather related delays. They did the right thing and rebooked you, even though it was on 2 seperate flights. Look at it this way, at least they were trying to get you to Orlando.

But as you said, the rest would have been easier to deal with if they had just been nice to you.

 

[DeliveryNrse]

I know that no airline has control of the weather BUT the weather was the night before and had been clear since midnight here. Southwest also could not land but flew a plane in during the night so that the daytime flights would be on time and not cancelled. I did not know about "point of origination" policy so I learned a valuable and almost very expensive lesson. The thing that I disagree with is that no matter who we encountered during our entire AA experience (except for the flight attendant on the last leg of our trip), they were rude. I heard them snap at other passengers for standing in the wrong place at the gates and when a group(not ours) lined up to ask about stand-by an agent snapped, "I am NOT talking to any of you about standby. Stand over there (motioning wildly with her hand) and if I have time I will call you over." I just wish that every buisness had a good customer service policy. If I was ever rude like that where I work-I would be FIRED. The customer is not necessarily always right but all peoople should be treated respectfully and in a dignified manner. I think it goes the other direction too. I think customers should treat the employees respectfully and without yelling or cursing. Again....you can catch more flies with honey.....
DN

 

[klmall]

We had a similar although not as lengthy a delay experience with NW Airlines (also known as Northworst) in the summer several years ago. DH will never ever ever fly NW again even if it is the LAST and ONLY AIRLINE on earth! That's when we found out that summer storms cause chain reaction delays across the country. First we couldn't get out of Washington, D.C. Then we couldn't get out of Minneapolis. Sometimes it was the plane that wasn't there. Other times the crew wasn't there! We had problems on the flight out to Denver and then the return flight to Washington, D.C. Thank goodness we finally found an airline employee willing to help us find the last 3 seats to Denver that night! On our return flight if we hadn't followed a flight crew through a garage to get to our gate (more than 50 gates away!!!!) we would have missed the last flight home that day after a 3 week trip). At that point I didn't even care where our luggage was; I just wanted to be on a plane headed east!

I think everyone probably has a horror tale about some airline or another!

 

[ExPirateShopGirl]

There's no excuse to be rude, nonetheless, when weather delays occur the agent has to deal with hundreds of unhappy people. You may not curse or swear, but 70% of your seatmates do. It can be a thankless job, especially when a large group of fliers want to be rebooked together. Think about how hard it can be to find 2 seats on a plane the day before travel and multitply that by 20. Before you congratulate Southwest for flying a plane in the night before, think about the flight they cancelled from the origin airport to do so. The travelers on (what would have been) that flight won't have the same perspective. Airlines don't have 'spare' planes hanging around at different airports waiting to fill in. $50 fares make this impossible. All airlines DO have a good customer service policy, but as you experienced, not all employees adhere to it at all times. They're human. They make mistakes. So do you. I am not apologizing for rude behavior, but <redacted> does happen sometimes. It sounds like the agent in DFW who did not cancel your tickets because you violated your point of origin and booked you all on 3 separate flights to Orlando that night really went out of her way for you. Certainly an employee who cares. Sorry to hear you had such trouble, I hope it doesn't happen in the future on any airline.

I know that no airline has control of the weather BUT the weather was the night before and had been clear since midnight here. Southwest also could not land but flew a plane in during the night so that the daytime flights would be on time and not cancelled. I did not know about "point of origination" policy so I learned a valuable and almost very expensive lesson. The thing that I disagree with is that no matter who we encountered during our entire AA experience (except for the flight attendant on the last leg of our trip), they were rude. I heard them snap at other passengers for standing in the wrong place at the gates and when a group(not ours) lined up to ask about stand-by an agent snapped, "I am NOT talking to any of you about standby. Stand over there (motioning wildly with her hand) and if I have time I will call you over." I just wish that every buisness had a good customer service policy. If I was ever rude like that where I work-I would be FIRED. The customer is not necessarily always right but all peoople should be treated respectfully and in a dignified manner. I think it goes the other direction too. I think customers should treat the employees respectfully and without yelling or cursing. Again....you can catch more flies with honey.....
DN

 

[NCRedding]

Sounds like our experience with AA several years ago. Instead of being put up at the Motel 6, we were shuttled without luggage to the Harvey Hotel--apparently the hang-out for displaced American passengers. We weren't given toiletries or allowed to get our luggage--then had to call an toll number to get our flight assignment for the next day--they are definitely our last choice in airlines.

 

[roliepolieoliefan]

I'm sorry for your experience on AA. Being from Pittsburgh we usually don't fly them very often.

We had an expereince similar to your return flight on Usairways. DH and I were returning from Jamaica and were delayed . By the time we hit Charlotte, we missed our connection. The flight attendant made an announcement in flight to Charlotte that basically everyone missed their connections , there were no hotel rooms due to a recent ice storm and we couldn't get flights until the next day.

We all had to find rooms on our own, which BTW were available. No vouchers, no luggage, no nothing. Then on the return to Pittsburgh we found out our luggage was MIA. What a nightmare, I still remember that trip!

 

[manning]

Weather delays are a bear!!!!!

Years ago we flew out of Orlando on United. There was a bad storm coming in. You could see it on the horizon. Boy, did the gate people get us loaded and pushed out quick. It was the fastest taxi out that I can remember. You could hear the pilot and tower talk. We got to the end of the runway and the tower said get the heck out now, you're the last one to go and we close the airport.


Talking to someone who flew out later that day they said they were delayed for hours.

 

[bicker]

While I agree the AA agents should not have been rude to you, the rest of it is really just bad luck.

I know that no airline has control of the weather BUT the weather was the night before and had been clear since midnight here.

Generally, short-haul domestic flights don't run overnight. It is generally too costly to just move empty aircraft around, so when bad weather threatens/hits, airlines cancel flights to ensure that aircraft are where they should be when the weather situation improves. This is standard procedure now in, and helps support low fares, which is what most airline passengers want more than anything else.

 

[grumpytx]

Sounds like our return trip in June 2001. We flew AA and were scheduled to return right after Tropical Storm Allison hit Houston, what a nightmare. We received a call telling us IAH was not taking any inbound flights from family members so we called reservations to check. They informed us there would be no problem flying into IAH, business as usual with our connection from DFW to IAH that day. We even inquired at MCO at the ticket counter about whether we would have any issues getting into IAH that day, their response, we wouldn't be giving you boarding passes for your connection if we weren't flying to your destination. To make a long story short, they had not flown into IAH at all that day from DFW they had cancelled every flight. Rented a car and drove in, haven't flown AA since 2001.