American Airlines totally f&%ked up my flight schedule to and from O'Hare, Chicago.
From Philly to O'Hare on the 22nd: Although I booked my flights and chose my seats in
September on the AA website,
they bumped me some time between October (I received the revised schedule with my seat assignments) and Dec 22.
When I arrived at the airport, they didn't have a seat for me. Since the
check-in counter lady told me to go to the terminal to get my seat assignment, I thought they would let me on board at the terminal gate and therefore, went through
the security and only found out that the flight was overbooked.
After all, nobody wanted to give up seats, and the plane departed Philly for Chicago at 9:00pm - already a delay of 1.5 hrs, leaving 4 other people and me.
This outraged me sooo much!
What made me so angry is that the airline clerks did not apologize for the inconvenience and refuse to pull my luggage out from the plane or the luggage cargo or wherever it was.
How could they kicked out someone who made a confirmed reserveation in September?
They gave me a free stay at a crappy Ramada airport hotel. Stranded, starved, stripped off my luggage. I was so emotionally drained. The anger became sadness.
Since I was hoping to get to Eric's house and grab a bite there, I did not buy any food at the airport and ended up not eating anything because Ramada's restaurant & room service closed as I was checking in around 9:45pm. [if you know me well, you know that i cannot live without eating 3 meals, and skipping even one meal causes me so much irritation.]
The horrible attitude of the AA clerks totally drove me nuts.
Luckily Eric found and picked up my luggage at O'Hare that night after he flew in from San Francisco. [yes, we planned the flight itineraries very carefully, so that his parents could pick up both of us at once] This raises another security issue TSA and airlines should prioritize and consider because they should match luggage tags and nobody except the owner of the suitcases should be able to take away luggage.
Next morning, I
flew to Chicago on First class where I did not receive even single beverage.
With all these troubles, it was so great to see Eric and his mother at last!
From O'Hare to Philly on the 27th:Due to mechanical problems,
AA cancelled my flight at 2:20pm - 1 hour before the scheduled departure time.
And of course, they didn't have any good alternatives.
Again, no apology. The check-in counter biatch even told Eric to shut up when he asked questions to her.
My choices were 1) stand-by for a fully-booked 5pm flight to Philly, 2) fly to Dallas, TX and then to Philly, or 3) take the 8am direct flight next morning.
Guess which option I chose?
I chose the option(2) because 1) I was already at the airport, 2) my official vacation was until today (27th), and 3) I wasn't sure of car availability at Eric's house for the next day. Now I regret not waiting until the next morning to take the direct flight.
They put me on
First class (again!) from Dallas to Philly, and this time, the First class treatment was awesome. They offered a pre-departure drink, a cup of warm peanuts, a ham sandwich & salad, and more bevereges. I almost took a picture of the sandwich and salad.
Anyway, this experience calmed me down to some extent.
However, a series of unfortunate events was not over.
My suitcase full of precious items is MISSING.It's most likely to be left in Dallas...
At 12am I felt so miserable and psychologically exhausted AGAIN.
I have flown many times, but this is the first time where I was treated sooooooooooooooo badly.
I understand that they overbook, have mechanical troubles and forget to carry suitcases to appropriate destinations.
What's not acceptable is the absolutely rude customer service. Those people and their attitude made me furious.
I just don't understand why they don't apologize for the tremendous inconvenience they cause to customers.
Is it because they are afraid of law suits by acknowledging their faults?
The aircraft captains often apologize for trivial unexpected delays on board due to a long queue to runaways and whatnot.
How could the clerks at the boarding gate counters not be nice to customers who are facing worse problems?
Treatments I received were not acceptable and professional at all.
All I wanted was sincere apology. I honestly don't care whether they offer compensations. Attitude means a lot more to me.
While I thank your sympathy, you wouldn't know accumulated stress until you experience similar problems.
I refuse to fly with AA for the rest of my life.(I am serious enough to waste my $250 travel voucher.)
And yes, I am mailing them a stern letter.