Subscribe Feed (RSS)American Airlines Cancels Thousands of Flights then Hangs Up on Customers Repeatedly
April 9th, 2008 by Joshua Dorkin | Filed under Blogging, Commentary.BOYCOTT AMERICAN AIRLINES
As many people are aware, American Airlines canceled hundreds of flights yesterday, and then canceled 1000 today. They just announced another set of hundreds of cancellations for tomorrow . . .
Why does anyone care?
Well, I happen to be one of the 100,000 plus passengers affected by these cancellations, and there is a big difference between what American is saying on the news and what is happening in reality!
American is Ignoring Their Customers and Leaving them Stranded!
Upon hearing about the issues American is having, I started calling the airline early this afternoon, in hopes of figuring out what to do about my flight tomorrow. I was able to get through customer service, but when I got to the digital announcement that tells you how long the wait is, the line went dead.
This happened over and again – 7 TIMES TOTAL!
Annoyed, I thought I’d be clever and call the corporate line for AMR, the parent company of the airline. When I reached someone, they told me I’d have to speak with customer service, and that they’d connect me. I got someone after a 20 minute wait and was told that they could not handle the situation; I would need to talk to some desk that is dealing with the issue. When they transferred me to this desk, the hold music came on, and after 4 minutes, the line went dead! I called back and told everyone I spoke to what happened, and was told that there was NOTHING that they could do, and that they would put me back to that number. Again the line went dead as they tried to connect me.
Note that I’ve done this on multiple phones, and it is not the fault of my cell phone, home phone, or other line . . .
Finally, at around 3:14pm I got an automated phone call from American (I signed up for such messages through the website) letting me know that my flight tomorrow was, in fact, canceled.
I thought I’d give it another shot and called the main reservations line . . . after sitting on hold for 24 minutes I finally got someone on the phone! He asked why I was calling and I explained to him who I was, what flight I was on, and that I wanted to make arrangements to get on another flight.
The agent (never gave me his name, unfortunately) proceeded to explain that they were experiencing cancellations because of the FAA. I responded that the cancellations were happening because American never did their job in the first place with inspecting their fleet properly, and the agent snapped back that it wasn’t American’s fault, but the FAA’s.
I didn’t want to get into an argument, so I asked him if we could figure out how to resolve the issue with my canceled flight.
He told me “you have two options: we can refund your ticket or put you on a flight Friday afternoon” (instead of Thursday that I needed). I began to ask about getting a ticket on another airline when he cut me off and started to re-explain that I had two options. He then kept talking about how the airline was taking care of things, but would not allow me to get a word in. I tried to speak and he kept talking over me. This went on for well over a minute, but the agent NEVER allowed me to get another word in – he just kept talking.
Finally, the line went dead . . . he hung up on me!
As I write this blog article, I’m sitting next to my phone on speakerphone . . . I’ve been waiting for 1:32:15 (almost 1.5 hours) to get someone, and it doesn’t seem like it will be happening ANY TIME SOON!
So . . . when the American Airlines spokesman goes on CNN and other networks to tell everyone that they are taking care of the people that they stranded (screwed over), don’t believe their lies!
I’m not being taken care of! I’m being ignored! I will certainly do my best to avoid American from here on in thanks to this spit in the face!
UPDATE: 5:44pm THEY JUST HUNG UP ON ME AGAIN!!!
Just after publishing this article my wife managed to reach someone at American Airlines on her phone. She had been on the phone waiting for 26 minutes when the agent called . . . meanwhile, the time I’d been holding on the other line had reached 1 hour, 35 minutes.
She handed me the phone and I pointed this out to the agent, who said, “well, I’m on the phone now, so what can I do for you?” I thought I’d hang up the other line as I finally reached someone . . .
I told the agent that I was calling about a canceled flight, but before going forward, I wanted to find out who I was talking with. I asked for her name and she told me it was Margie. She then repeated the question, “what can I do for you?” I explained that I was hung up on by the previous agent and I just wanted to make sure I had a written record of who I was speaking with. I asked for some kind of identifying information like her Agent ID # or call center info, and she responded telling me “all calls are recorded, so we have a record of your conversations.” I told her that I appreciate that, but I wanted to have it for my own information . . . we could then discuss the problem I’m having. Suddenly, the line went dead, AGAIN! I was once again hung up on!
UPDATE 6:12pm – My wife just got someone from American Airlines on the phone again . . . and the didn’t hang up! Miracle of Miracles!
He was VERY NICE and helped my wife get a refund for our flight. They weren’t able to get us on a direct flight to replace the one that was canceled . . . he let us know that there were flights on United, but they couldn’t verify whether or not we’d get on the flight. Without that guarantee, we could arrive at the airport and sit for hours waiting to get some kind of verification. Instead, we decided that the only prudent course was to get a refund (note – we had already purchased 2 tickets on Southwest for $1006 immediately after the last hang-up) for our 2 tickets for $318.00.
After it was all said and taken care of, the agent (Ron Moore – PF), explained that what we had been through was uncalled for and that American did not put up with that kind of behavior. He apologized profusely, and I must say, did a FANTASTIC job. He did tell me that anyone who hangs up on a customer would typically be fired (if they found out about it), and additionally, if someone refuses to release identifying information to a customer (Margie), they are disciplined.
Unfortunately, Mr. Moore’s fantastic customer service does not make up for the horrific experience that we’ve been through in trying to handle this situation with American Airlines.
We’re now out an additional $688, and supposedly must wait at least 60 days to get refunded the $318 we initially paid for our tickets. So . . . until that happens, we’re out a grand total of $1321.00 for a $318.00 airline ticket!
So . . . What are you going to do about it American Airlines?
UPDATE 8:39pm – I JUST GOT A CALL FROM THE AMERICAN AIRLINES AUTOMATED PHONE SYSTEM AND WAS NOTIFIED THAT MY FLIGHT WAS REINSTATED!
ARE YOU FREAKING KIDDING ME!??!?!?!?
After going through everything I’ve gone through today (hours on hold and hangups), setting up a refund with American Airlines, and spending over $1000 on a replacement flight, I get a call telling me the flight is back on . . . what the hell would you do?
Tags: AA, airlines, airplane, american, american airlines, americanairlines, cancelled flights, flights
[...] friend relates a horror story of trying to get American to pick up the phone to resolve a travel issue, only to be met with [...]
That is ridiculous. I really think that there is nothing you can do about the flight cancellations obviously but i think what they should do is make people aware earlier so it is as little an inconveniece as possible.
What is unacceptable is waiting 60 days to get a refund from them when the whole episode is their fault. Arrrrrrgh.
Don’t follow this blog to hear about your unhappy travel anecdotes. Please stay on task!
I’d noticed headlines about thousands of flights being canceled but I had no idea what was happening.
Its very impractical to cancel the flights as this causes a great trouble amongst the passengers. If ever such situation arises, then its better to inform the passengers before and also they have to make an alternate arrangements, so that the passengers would feel comfortable.
geez what a terrible airline..
I can’t believe they’re doing this to their valued customers! I’ve been on their AAdvantage program for nearly 7 years now and felt that I was the only one who had an issue with that airline. Not good business practice in my opinion!
Cheers,
Chris
That is RIDICULOUS! I would have called them back and bitched and complained and yelled furiously telling them that I never want to hear from them again and that they had messed up my entire day and the customer service was horrible and that all of the people you spoke to today should be fired immediately.
Then again, that’s only me.
[...] posting my story about how American Airlines abandoned me, and then treated me like a 5th class citizen last week, I was contacted by both MSNBC and [...]
what a joke, its just ridiculous! Even more so that their customer service agents hung up on you, obviously they knew they couldnt handle the issues at hand and thought it would be easier to hang up… i suggest you write letter regarding your issues, especially highlighting the fact that their agents hung up on you. remember, the customer is NEVER wrong in good business.
That is unbelievable service. I can’t get over what you’ve been through. I’ve just had a bad time with British Airways in the new terminal 5 at Heathrow but what you’ve gone through is much worse.
Aren’t they straightening things out now?
wow talk about the worst luck… ida jumped off a cliff or something, especially after saying that ur flight was reinstated…
~Jessica
Your story is horrifying!
I won’t fly American anymore since about 10 yrs ago when they treated my wife and I very rudely at the checkin counter. (I mean extreme rudeness)
When I asked to speak to a supervisor, the woman who had been rude told me there were none and that if I gave her any trouble, I couldn’t get on my flight!
I have never been on their crappy planes since!
AL
Thats unreasonable. I really think that there is nothing you can do about the flight cancellations obviously but i think what they should do is make people aware earlier so it is as little an inconveniece as possible.
Unbelievable but look at our country its not just the airlines its everything. What ever happened to good customer relations and people skills. We need to complain more often about things we find wrong and wake a few sleeping people up.
This is really ridiculous how they can cancel thousands of flights in a single day. If this happens again and again one should be ready to boycott the American Airlines
Its really horrible news. How can they cancel hundreds & thousands of flights in one single day? It can lead to not at all good business practice in my opinion………
What a logo! I just love the logo………..
It’s not just American Airlines. I had a run in with Thai Airways and ended up waiting over 16 months to get a refund from them for over $2000! I was repeatedly hung up on, put on hold, given the run around and once I actually had a contact at the airline she ended up changing her email address and blocking her voicemail!
I am a fairly frequent traveler to Thailand and I loved the fact that Thai had a direct flight from JFK, but since that debacle I have learned to suck it up and deal with connecting flights. Probably a drop in the bucket for them, but Thai has lost tens of thousands of dollars of revenue from me (assuming I continue to travel to Thailand…which I will)
I am a fairly frequent traveler to Thailand and I loved the fact that Thai had a direct flight from JFK, but since that debacle I have learned to suck it up and deal with connecting flights. Probably a drop in the bucket for them, but Thai has lost tens of thousands of dollars of revenue from me (assuming I continue to travel to Thailand…which I will)
Nice post
Thanks for sharing with us!
Good Informative post
Stumebled you cheers!
Will Keep in touch with you
Good Informative post
Will Keep in touch with you
Good Informative post
Stumble you thanks for co-oprate!
Learnt too much thing from this post
Will keep in touch with reading your laster posts!
Cheers!
This is really annoying, the worst part is when we are given different information from the people who pick up the calls. Even they are not sure what is happening and this truly makes things worse.
I was able to get through customer service, but when I got to the digital announcement that tells you how long the wait is, the line went dead. Everything gets into mess after that.
I’ve been using airlines it seems since the dawn of aviation(kidding) and never have I seen service “BITE” as it does these days! tsk! tsk!
Wow, that is really messed up, I’m sorry you had to go through that.
Even they are not sure what is happening and this truly makes things worse. Good Informative post as it is always from your side. Stumble you thanks for co-operate!
Good to see somebody actually taking action towards an airlines BS, lately they have been getting a slap in the hand by the media and then the media backs them up and somehow blames oil prices for customer service issues, good write up my friend, thank.
I flew American a few years ago, and our connecting flight was late therefore we missed our other flight back home. The American attendant was very rude and had no sympathy. We could either stay all night in the airport with no food or we could fly to Lexington and take a taxi to Louisville. We took the taxi only after we suggested they pay the fair. It was a terrible experience.
It’s not just American Airlines. I had a run in with Thai Airways and ended up waiting over 16 months to get a refund from them for over $2000! I was repeatedly hung up on, put on hold, given the run around and once I actually had a contact at the airline she ended up changing her email address and blocking her voicemail!
What a way to run a company! Boycott these fools, its the only way they will listen.
I have been on their AAdvantage program for over 5 years. Thought I was the only one facing such problems!! They have to start taking action soon!
I started calling the airline early this afternoon, in hopes of figuring out what to do about my flight tomorrow. I was able to get through customer service, but when I got to the digital announcement that tells you how long the wait is, the line went dead.This happened over and again – 7 TIMES TOTAL! Annoyed, I thought I’d be clever and call the corporate line for AMR, the parent company of the airline. When I reached someone, they told me I’d have to speak with customer service, and that they’d connect me.
That sounds pretty awful. I haven’t taken a flight in a long time, but now it seems I have even more to worry about than my susceptibility to massive ear aches while on a flight.
I really think that there is nothing you can do about the flight cancellations obviously but i think what they should do is make people aware earlier so it is as little an inconveniece as possible.
thanks great read, Also your site looks excellent, ive tried my hand at design but without luck.
Ohhh, what an article! I really enjoyed it!
This is ridiculous how they can cancel thousands of flights in a single day. Unfortunately this happens very often. I thinkif this happens again someone should be ready to boycott the American Airlines.
I think you should just sue them. This is really bad. How some such a known company do such a thing to their customers?
Wow, a company that large should understand the importance of customer service. There are several others options to choose when flying, and if I had that kind of service, I would never use them again.
Has anyone tried sending their American Airlines complaints to joanne.diaz@aa.com.
That’s so irrational statement made on the part of the airlines management that tons of cancellation are made every day, they just play with the passenger’s attitude. Due to cancellation of the schedule flights it hampers the complete plan and schedule of an individual. Steps should be taken to compensate the loss of the precious time.
Woha! thousands flights in a day. There should be some one sick some one dieing. there should be some serious sort of boycott
That’s really a Bull #$#@. Serious matter to boycott
That shows they have no respect of there customer.
Aren’t they fixing things out now?
Apparently not. I’ve been travelling with them over Christmas. They made me miss my flight back to Paris telling me my plane was damaged. BUt…it was a mistake. My plane was good, the latest one was cancelled. I had to leave a day later, get through a lot of troubles with suitcase, connecting flights, and trains ticket that I had to buy again. The assured me on a written paper they would refund me. However, they never did, and never will. Because the report says I missed my flight due to “language barrier.”, I can’t contact anybody over the phone, the managers don’t care. And I lost 100$ in addition to the horrible trip I had. I am complelty for the boycott of this Airline. I am really disapointed and encourage everybody to travel with other companies.
…this was bound –to happen.