This is to complain about the denial of American Airlines in issuing boarding passes for my elderly parents’ flight from Dallas/Fort Worth International Airport, Texas, United States to Toronto Pearson International Airport, Ontario, Canada on September 19th, 2010, Flight 1252. My parents originally entered Canada on April 8th, 2010 holding Canadian single-entry visas which is good for six(6) months. They decided to travel to United States to visit me, in Stillwater, Oklahoma, during the initial six month visa window as authorized by the Canadian immigration officer. This second journey was based upon information obtained by the Canadian government that indicated my parents could come to the United States without needing a second visa. It is clearly indicated on the website of the Canadian government (
http://www.cic.gc.ca/english/informa...isit-faq01.asp) that for Single-entry visa holders, you must get a new visitor visa to re-enter Canada except for travels to United States within the initial period authorized by the immigration officer. Consequently they did not apply for a new visa to re-enter Canada. Based upon this information my parents traveled from Canada to the U.S., believing there would be no trouble on their return. Upon their arrival in Dallas/Fort Worth International Airport, Texas on September 19th, 2010, (which is during the initial Canadian visa period), American Airlines refused to issue boarding pass to my parents because they did not have valid Canadian visas. I had no choice but to change their flight and send them to Buffalo, NY where my brother could pick them up and drive them to Toronto, Ontario. They passed the Canadian border with exactly the same documents that we showed American Airlines. In other words my parents’ Canadian visas were valid to re-enter Canada.
Certainly there is either a malfunction in American Airlines procedures or lack of information about the most updated immigration regulations.
The consequences of wrong decision made by American Airlines are as follows:
1. $150 fine per ticket, $300 for both tickets, to change the date and departure city of the flights. The new flight was from Tulsa, Oklahoma to Chicago O’Hare, IL (Flight No 325), and Chicago O’Hare, IL to Buffalo, NY on September 22nd, 2010.
2. Driving back from Dallas, Texas to Stillwater, Oklahoma or 270 miles which would be $135 with the rate of $0.5/mile.
3. Driving from Stillwater, Oklahoma to Tulsa, Oklahoma and driving back from the airport or 160 miles which would be $80 with the rate of $0.5/mile.
4. One round trip flight from Tulsa to Chicago O’Hare (Flight Numbers 325 & 4316) with the price of $583.90 for me to help my parents to catch their connecting flight in Chicago. This was due to the fact that they are senior citizens and do not read or speak English very well, and American Airlines could not guarantee that they will be helped to find the connecting gates of their flight from Chicago to Buffalo. Also because of the frustrations of the delay in their schedule, my parents were not in a stable emotional situation, and could not tolerate the stress of missing a connecting flight in Chicago.
5. A round trip from Toronto, Ontario to Buffalo, NY or 200 miles which would be $100 with the rate of $0.5/mile. My brother in Toronto, Canada had to drive to Buffalo, NY and pick up my parents and drive them to Toronto from Canadian border.
6. My brother missed one day at work because of round trip from Toronto, Ontario to Buffalo, NY. Considering $500/day worth of time the value of damage would be $500.
The dollar value of damage totals $1698.90. This does not come close to the emotional damages caused by frustration, and stress, especially for my elderly parents, that cannot be quantified by a dollar value.
I am trying to correct the misinformation being utilized by, not only American Airlines, all airlines who provide international flight services. The fear and anxiety suffered by my parents should not befall another person, whether they are senior citizens or not.
Conclusion:
If you are not a U.S. citizen, try not to choose American Airlines for international flights.