We didn’t have much luck with our flights to and fro on American Airlines between Austin-Des Moines. Our outbound flight was cancelled due to weather. That was somewhat expected. Our return flight was cancelled just as boarding began — due to mechanical problems. Which meant we had to stay overnight in Dallas. Not fun.
I get that planes sometimes have mechanical problems (although two flights in a row from Austin-Dallas had mechanical problems on the night we were traveling). My issue is more with the “customer service” reps whose mercy you are at. The reservation agent I got on the phone was snippy and not the least bit sympathetic. The gate counter agent in Austin was kinder. (She assured me that yes, we’d get a voucher to stay at a hotel once we got to Dallas at 9:30 p.m. The reservation agent on the phone made no such guarantee).
In Dallas, at the “customer service counter” I had a really nasty guy. He asked if I had my boarding passes for the next flight. I replied “yes.” Then he said “You told me ‘no.'” Then I countered “No, I told you ‘yes.'”
It was downhill from there. He booked us at a hotel for the night and gave us a voucher. It was 10:30 p.m. and the airport was shutting down. When I asked how we got to the hotel, he mentioned a shuttle. Where do we pick up the shuttle? He wasn’t sure. The agent next to him chastised him and told him to call the hotel and arrange the shuttle and pickup spot for us, which he did begrudgingly. He also gave the shuttle driver our cell number. I asked how long it would take for the shuttle to arrive? He said 20 minutes.
Outside the terminal, in a dim garage area that I wouldn’t have enjoyed waiting in on my own (one poor older woman was waiting solo and she looked nervous), 20 minutes came and went. I called the “Country Inn.” The shuttle was coming, I was told. Another 15 minutes came and went. By this time several other people were waiting. I called the hotel back. Oh, the woman at the hotel desk said, “the shuttle driver went home for the night. He couldn’t find you.” GRRRRR….It was now almost 11:30 p.m. We ended up getting an Uber with a young guy who was supposed to be in Florida early the next morning because his dad was having open heart surgery. The next morning, we took an Uber — we missed the shuttle driver again.
I did get an email from American two days later, apologizing for the flight mishap and giving me 5,000 miles on my frequent flier account. Thanks. I emailed my account of what followed the flight cancellation. Surely they can do better. They agreed, responding promptly with a personal email that included another apology and 5,000 additional flight miles. That was a pleasant surprise and made me feel they were listening. Maybe others won’t have the same bad experience…