[JRL]

My family and I live in Cuba. Yes, it's legit. She was trying to fly back to Miami on flight 9471 that was to arrive here at MIA at 11:25 AM. The flight is American Eagle, but is apparently run by a company called ABC Charters. It is now 6 PM and she and my daughter have been on the airplane or in the terminal going on 10+ hours. The flight is 45 minutes long.

I just spent the last 5 hours at MIA waiting because the arrival board said originally it was going to arrive at 2PM. Then 2:30. Then 3. Then 4. Finally, they say they don't know when it will come in. They might send another plane to get the passengers. They might send a part down to try to fix it.

I have had no communication with my wife since 1 PM in which she told me that she was down to the last diaper and that our daughter was about to start pitching a fit.

The reason no one knows anything is ABC does not have a representative down at MIA. There is no accountability. No supervisor. I had to beg and plead for information from MIA officials. American Airline didn't know jack. Their excuse is, "It's not our airplane."

Ah, but they put your name on their plane. That makes you responsible, right?

(Actual words from an AA rep over the phone) "Mmmm, not really. If you book an airline ticket through Expedia and the flight is late, do you get mad at Expedia?"

This is not the thing to tell to a person whose daughter is probably going catatonic right now.

Here's some ideas on how to improve your crappy airline:

1. Don't lend your name to fly by night charter services whose planes are falling apart.

2. Don't wait 6 hours to make a decision to fly a plane 90 miles.

3. Have some accountability. Have a contact number for the representative for ABC Charters and have someone on call to answer questions of consumers.

4. Have a dedicated complaint line. Don't force people to e-mail their complaints or fax them as AA does.

5. Teach your customer service reps to apologize when you screw up. Don't try to justify your crappy performance. Verbal apologies and a little sympathy cost you NOTHING. They show that you are human and that you care about your customers. Which AA apparently does not.

AA is horrible in EVERY respect.

Horrible.