[Never again]

On June 19th my husband and I had the unfortunate experience of having to fly down to Miami for a funeral. Sadly enough, the unfortunate part of the experience was not so much the funeral as it was the horrible mistake we made of flying on American Airlines.

After the funeral proceedings in Miami, we arrived to MIA airport that evening to find out that there had been several flight cancellations due to a severe thunder storm. Ironically enough, the delays were not the issue as much as the lack of customer service given to the countless number of stranded passengers. After arriving on time for our 7:25pm flight, we were told that our flight was delayed to about 8:30. Then again at 9:00 we were told 10:30pm and finally the last announcement said 11:45pm. By 11:48 we were boarded on what appeared to be the last flight out. After sitting on the plane for 30 minutes, we were told that they were still loading luggage. Despite all the delays we remained optimistic, until the plane started to pull off and we heard disturbingly unusual sound coming from below the plane. An announcement was made that they were experiencing hydraulics problems, and that the plane would have to go back to the gate where the problem could be worked on. After sitting for over twenty minutes in a warm and slightly uncomfortable plane with no beverages or explanations as to what was going on, the pilot came out to let us know that the flight was cancelled.

To make matters worst, when we came off the plane it was after midnight and only 4 agents left to deal with the hundreds of tired and angry passenger. We waited on the long lines only to be given the 800 number to American Airlines in order to rebook our own flights. We were told that hotels were not available and given $15 food vouchers. Rather than get more agents to help facilitate the crowd, the rude agents threatened to leave and then called security. There were more security personnel there than agents to help the passengers, one of whom told me that this was a frequent occurrence on American Airlines at the MIA.

Finally we made some phone calls and were lucky enough to rebook or flight with Delta Airlines. The agents at Delta were very understanding and accommodating. After spending 16 hours at the cold airport with hundreds of other dissatisfied American Airlines customers, we were glad to get back to New York and pick up our three small children.

I am not sure if my letter will make a difference, but I felt that someone had to say something about the terrible treatment I received as a paying customers. My husband and I are business owners who frequently travel, but I can assure you we will not be using American Airlines and have already started telling others to do the same.