[pdxaragon]

We recently returned from Buenos Aires traveling with another couple and wanted to share our story.

On March 31st, 2009 we were to depart SCL at 9:45 P.M. on AA flight #996. After boarding the aircraft we were informed that there would be a 2 ½ hour delay on the tarmac. We understood that this was an airport delay and not caused by American Airlines, however, it was still a delay that started the cause of events of the day.

We learned while in S. America that the son of our dear friends took his own life and that the funeral was scheduled for the 1st of April at 1 P.M. in Portland Oregon. We knew that the arrival in Portland Oregon at 11.30 A.M. would not allow for much time to get to the service but it was possible. We did try to arrange a earlier flight while in Buenos Aires but was told that it was not possible so we trusted American Airlines to do their best to adhere to the schedule for our return.

After the delay at EZE we arrived in Dallas Fort Worth with only over an hour to make connections. We did everything we could to make the gate in time and ran from concourse D to concourse C to check in. When we arrived at the counter the plane was still on the ground at the gate. According to the Hoof’s later that day they had alerted the agent that we had cleared customs and were right behind them so that they would know we were a few minutes away. The agent told us that it was impossible to board the aircraft at that time. We explained the situation and told her that if we did not make the flight we would miss the service. My husband stated that in the past the door of a plane had been opened for him and so we knew that this might be a possibility, but she declined. The agent stated that the Hoof’s were the last two people to board the flight a matter of a few minutes prior to our arrival.

We were then diverted to San Diego and on to Portland arriving at 4 P.M.
Later that day we talked to the Hoof’s and they stated that the same gate agent told them we had rescheduled our flight to connect through San Diego and then on to Portland OR. This was not at all the truth. We had every intention to make the connection as scheduled and would not dream of changing flights only to arrive later and miss the funeral.


Logically I understand that rules are rules but the lack of compassion of the agent still haunts me. I admit I broke down and cried at the counter because of the stress of the day and what I felt was an inhumane, go only by the book uncaring attitude of the gate agent.
After 14 years in the travel business I am shocked by this incident.

We waited patiently for over 2 ½ hours in Buenos Aires for American Airlines and American Airlines would not wait 5 extra minutes for us. This event only shows the lack of human kindness for those rare but tragic situations that hopefully occur once in a lifetime. It is unfortunate that a business such as American Airlines cannot take a few minutes to see its passengers as people and not just reservations. As the flight crew always manages to state, we do have a choice in air travel and we will remember the actions of American Airlines the next time we travel.