Dear American Airlines,**Reference: EFDSMA*Dates: April *th – April *th *****Flight...
GetHuman2717636's customer service issue with American Airlines from April 2019
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The issue in GetHuman2717636's own words
Dear American Airlines,**Reference: EFDSMA*Dates: April *th – April *th *****Flight *: AA ** (Dallas to Boston)**This past weekend, April * and April *th, I had the experience of flying with you. The start of the trip from Logan Airport in Boston to Oklahoma City (via a layover in DFW) went smooth and we were satisfied with our experience. However, we our experience returning to Boston (OKC to Dallas with a final destination of Boston) was anything but smooth. Our first flight from OKC to Dallas was slightly delayed, but ultimately made it to DFW in time for what should have been a quick layover and transfer to our next flight home to Boston. We arrived at DFW to find that our flight was slightly delayed, which we had no problem with. Our flight ended up being delayed not once, but ** times over the span of * hours, with the eventual outcome of our flight being cancelled, forcing us to stay overnight in Dallas (most of which was spent in the airport gate as we were told not to leave and that updates would only be relayed to us while in the gate area). *During this time, we spent our time waiting for answers, knowing very well that the flight was ultimately going to be cancelled. We were told our cockpit crew had been diverted and that they had no other pilots to fly our plane. They told us they found a new crew and that they were on their way. We were given hope, time and time again that the flight would indeed take off and that just needed to be patient. We were eventually told that, in fact, only * pilot had confirmed he would take the flight and that no other American Airline’s pilot was responding or available. Why there wasn’t a single American Airlines pilot available to in as backup all of Dallas concerns me for future flights as well. After this information was provided, it was another couple of hours before the flight was officially declared cancelled. We could not make plans for a hotel or flight change until the flight was declared cancelled. *While we were able to reschedule our flight for another flight the next morning (although it was not a direct flight – there were no direct flights available and we were forced to spend the entirety of Monday April *th traveling), we were met with extensive lines (hours long) for customer service where we eventually gave up hope of finding a hotel through the airline and paid out of pocket for a * hour nap in a nearby hotel. We had to go back through security in the morning, we spent additional, unplanned money on food and additional money on childcare as we made it home a day later than planned. The passengers in my party were Catherine Ann Caron and Collin David Francoeur. *I am seeking compensation for our financial burden and lack of efficient and effective communication on the part of American Airlines. We hope this situation will be considered with care so we may choose to fly American in the future. **I look forward to hearing from you and welcome a response within * days. **Best,**Catherine Caron
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