[neelyreynolds]

COMPLAINT & INVOICE
JUNE 28 – JUNE 30
AMERICAN AIRLINES FIASCO
American Airlines Customer Relations
4255 Amon Carter Blvd. MD 2400
Fort Worth, TX 76155-2603
FAX (817) 967-4162
CC:
Gerarld J. Arpey – Chairman, President and CEO, AMR Corp. and American Airlines
Ralph L. Richardi – SVP, Customer Service, American Airlines
Isabella D. Goren – SVP, Customer Relationship Marketing & Reservations, American Airlines
Mary E. Peters – Secretary of Transportation, Department of Transportation

Wife, Son, Joseph Reynolds (3 tickets)
Flight # 745 Record Locater EQVHOM Gate D8
Checked in LaGuardia Airport 11:00 Am
Scheduled to Depart Thursday 1:45pm June 28 LaGuardia NY for DFW (visiting New York City from DFW since June 26)
Delayed 2:00
Delayed 3:00
Delayed no plane 4:00
Delayed 4:45 Delayed Mechanical Problems with Plane at gate 5:00
Delayed 5:30 searching for new plane
Cancellation No Plane 6:00 pm LaGaurdia, New York City
Incident:
After Cancellations I stood in the ticket line for two hours to re-book flight per instructions of the AA staff. While in line I called AA reservations. The next available flight to depart was Saturday June 30 4:05pm (Flight # 759). When I finally got to the attendant, she was extremely rude and basically told us we were on our own. She actually stated, “ you can try to get a hotel room around here, but good luck – they’ll all be booked already”. American Airlines would do nothing to assist us for a room.. By the way, other flights were taking off at other American Airlines gates. We were stranded in New York City with no money, no place to stay, and held essentially hostage by American Airlines. We had no credit cards, less than $100. cash, and no place to stay for two days.

AA offered NO assistance with lodging or food. We were told that the Airport would be locked down at midnight, and that maybe there would be cots for us on the sidewalk in front of the airport in 90 degrees and extreme humidity. We had budgeted only enough to get back to DFW.

Our daughter is a working actress on Broadway and luckily her company manager let us stay in a hotel next to their theatre for 2 nights. This was a Godsend for us, but was also way over our budget (see attached receipt).

I expect American Airlines to make good on this not only for the expense, but for the emotional trauma, logistical nightmare, and the lack of professional responsibility. AA has caused my family a financial blow that will take us 6 months to recover from. Putting our Mortgage and a car payment late plus penalty fees. My wife who is an RN had to call in and therefore losing a complete day of pay. I had to miss a day of work also.

Disappointment can not even begin to express the frustration with American Airlines and your company management. I hold the management and especially your CEO, Gerard J. Arpey, who’s smiling face inside your magazines (p. 10 American Way Magazine) is totally oblivious to what is going on in his company.

I expect full compensation for the financial disaster you have caused me and my family. ($ 1114.80)
Attached are our receipts:
Waiting for you response,


Joseph Neely Reynolds

PS:
After arriving at DFW Saturday on Flight # 759 there was no ground crew to get us off the plane for 45 minutes. I image your employees are walking off the job. I would totally understand. If you treat your employees as you do your customers, why would anyone work for you?

Invoice
The Time Hotel $ 891.63
Car from LGA back to city on 6/28 $ 60.00
Car from hotel back to LGA on 6/30l $ 60.00
Wendy’s at LGA $ 18.17
Parking at DFW $ 85.00
TOTAL $1114.80 AMERICAN AIRLINES OWES FOR CANCELLATION & ABANDONMENT

This letter has been sent to all the above persons.