Bad day yesterday for AA 2219

Daily Herald story

Flight delayed 12 hours and they got $12 worth of food vouchers?? <img src="http://www.traveltalkonline.com/forums/images/graemlins/Shocked.gif" alt="" /> Let's see, trying to figure what one could buy at Juliana for that kind of money?? Hopefully they will get left today.

Yes a great day for flying good old AA. Spent $50 eating, then they give the voucher. Spent night at Maho, back today for 10:00 departure, then 7 hour layover in MIA. I LOVE FLYING.

Hope you get left today OK. Did they really say something about a tropical storm?? That is pure BS..

Welcome to the new "American" airlines. Its alot like the old USAir.

Did they pay for your hotel? Always good to know who helps their customers and who doesn't. I recently got stranded in Vegas for 3 nights (earliest they could get us out) by Southwest. They paid for NOTHING. NOT their fault. Good thing there was an ATM and I had a cc. No luggage. Poor Mom (85yrs old- wheel chair) couldn't change her clothes. It was a nightmare! Being stranded is NEVER a good thing! Hope all get out ok today!!

The story said that folks were waiting for accomodation and transport vouchers, so presumably AA paid for the hotel.

United gave us $7 vouchers in San Francisco. Ludicrous.

After we got home we wrote them a letter, as we were stranded for two nights and they only gave us a voucher for one night in a hotel, along with three $7 meals each. We did get further compensations, so it's worth a try.

I love SF but you can barely get a cup of coffee for $7.

First of all, I feel terrible for all the people on that flight and the treatment (or perhaps the lack of good treatment?) they received. Having just read the full article about yesterday's AA debacle, it was a flashback to an experience we had with them probably twenty-five years ago or more. And we experienced the same nonchalance and lack of communication which is perhaps more frustrating than the actual delay itself.

Similar situation - we (four of us) arrived on time at the airport and checked in for our n/s back to JFK. First announcement was for a slight delay. And then another. Finally, after about seven hours of waiting around the OLD airport on a Saturday afternoon the word finally came down the flight was cancelled and would be rescheduled for 7am the next morning, and we should all return to the airport by 5am. Who knew the airport wasn't even open at that hour back then?!

We were already standing at the ticket counter trying to figure out our connections when they announced all passengers should line up and they would assign us to various hotels for the night after we reclaimed out previously checked and soon to be off-loaded luggage. About an hour later and at about the same time the luggage was finally being returned from the plane, they announced that a bus would be there shortly to take us to the Maho Beach Hotel or whatever hotel we were assigned to, at which point we took a cab and checked in without waiting for the bus. Soon others did the same and the line at Maho formed behind us out the lobby and into the portico area.

We finally got into a room at Maho around 8:00 (from 10:30 that morning....) and then had to deal with phone calls home and dinner, but at least AA gave us a very healthy dinner voucher each for any of the Maho area restaurants we chose to go to. The bad news to that was Cheri's was the only place open by the time we got around to dinner.

At the time we experienced this delay it was AA and it was their fouled up situation all the way. We couldn't even blame it on Arrindell (sp?) Ground Services back then.

But the good news: when we got home, I wrote a politely scathing letter to AA and they treated us very generously with future travel vouchers well in excess of what we had paid for our tickets and actually apologized for the way the situation was handled by the AA people in SXM. Note - we couldn't even get any coffee at the airport that morning because nothing was open yet and on the plane I think the food was left over from the day before's flight........

I strongly doubt AA would do that today and particularly since the ground treatment at PJIA yesterday wasn't their fault specifically (admitting the actual cause of the delay was their fault) but it sure wouldn't hurt to write them a letter with your dissatisfaction of the way the problem was addressed and what their issues actually cost you out of pocket. We were a family of four and they did treat us very generously but that was then.....

Good luck to all those passengers delayed and hopefully if you're reading this, you're well on your way home if not there already. <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />

Yikes! Insult to injury!! Cherie's!! <img src="http://www.traveltalkonline.com/forums/images/graemlins/Rofl.gif" alt="" />

And particularly so since each one of the four of us had been given a $50.00 AA meal voucher........for Cheri's? <img src="http://www.traveltalkonline.com/forums/images/graemlins/duh.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/duh.gif" alt="" />

Wow, that's a lot of money!! You wouldn't have to worry about that much money now! <img src="http://www.traveltalkonline.com/forums/images/graemlins/Laugh.gif" alt="" />

I'm having real problems understanding the part about the aircraft in St. Croix with an extra crew. If the Miami track was closed or the plane was not fixed, what of what use is the crew? It does seem like that the St. Croix aircraft was diverted to SXM. Did that flight have enough crew duty time to finish its original route, or were they stuck on SXM?

Same as Pat with us only it was USAir. Only it was upon are. in Philly from SXM.They put us up in a hotel that was an hour's drive away. Prostitutes all around. Doors slamming all night---not that we slept in those beds. Have to leave at 3 am for return to airport for 6:30 flight next morning.

$7 voucher that was it! Wrote a scathing letter to cooperate received vouchers for another flight, drink vouchers. Used them so not to lose them and never flew USAir again!

Prior to the merger with USAir we had never had a problem with AA and actually enjoyed flying with them. Since the merger it has been one nightmare after another. We have experienced multiple flight changes, delays, and cancelations. Reasons included overbooked flights, equipment problems, and staffing problems with the crew. They tried to move us out of first class on the CLT to SXM leg (due to their canceling of flights) without offering any compensation other than flight vouchers for the difference in fare. They didn't get away with that one. I was able to talk them into re-booking us through MIA to SXM and keep us in FC but arriving late evening rather than early afternoon. It took some talking, but we still received vouchers for $400 each "for our inconvenience". Unfortunately they are about the only option out of STL without an overnight layover, so we're stuck with them for now. I hope they get things figured out soon. They also failed to inform us that our AA Aviators card had been marked for fraud when we booked our May 2016 trip about a month ago. We booked online and also purchased the trip insurance through AA's sight. Although the payment for the insurance went through, the payment for the flights did not. Had I not checked our itinerary for the flight numbers when I booked our car rental for November two days ago, I would not have known before it was too late that we did not have a ticketed flight. Fortunately, and after about 2½ hours on the phone, they were able to get it corrected and paid for.

Good one Carol

Happened to us at EWR. Act of God. Plane didn't make it and we were on our own to rent hotel etc.
This is after hours of delay and us drinking at President's Club.
And once in Athens, we were delayed 14 hours by Tower Air. Plane was in NY with problems.
I picked up a pay phone and dialed our apt in NY Call went through for free. LOL
Told them we were gonna be late.
irina

Like good Boy and Girls Scouts, Katherine and I got to the airport at 12:15 for the 3:00 scheduled departure. When we arrived the flight board said a delay until 3:35(that always concerns me). No explanation from the AA folks. I checked on line and saw there was a maintenance problem. Fixing that I certainly understand (and hope they always do). Then we were told the plane would arrive at around six PM, but since we were having some bad storms, they couldn't land and had to divert to STX. I understand that. Then they told us that STX was having severe storms and the plane couldn't take off. I understand that. Several of us started checking the weather in STX and it was partly cloudy. We were told that the plane would take off from STX in five minutes for the next four hours. I don't understand that, that no one could find out what was really going on. Then finally at about 10:30, they announced the landing of 2219. Much applause. At 10:45, the AA manager announced that the pilot said they were out of hours, and couldn't fly until 10:00 this morning (Friday). Now that I don't understand! When that pilot was sitting in STX at six o'clock, could he not figure out they would be "out of hours" by the time they finally did land in SXM? What a crock! We could have been taken to the hotel, had a decent dinner, and got a good night's sleep. Instead, we got the taxi, meal and hotel vouchers at about 11:30 or later (depending on your place in line). So we got to Maho at 12:05, and the only place open to eat was the Karoake bar, what a thrill that was, the worst burger I have had in SXM second only to Pedro's. So I understand the maintenance part, and some of the weather part. What I don't understand is the 4 1/2 wait before they told us the flight was cancelled. I consider that a total lack of concern and respect for their passengers. And yes Pat, like you, I will be sending a letter to AA tomorrow, probably not a tactful one, and doubt they could care less.

Forgot to mention we did get back to San Antonio at 8:00 tonight. All together a 32 hour ordeal.

All Airlines Suck. Some suck on every flight on every day, some suck occasionally. There are fewer airlines, so the odds are higher that you will be on the one that sucks today. No amount of changing from AA to B6 to DL to NK will prevent that. Well, maybe NK is a sucks-always exception.

I just want to be on the flight that doesn't suck today.

Like sumbeach one of our USAir flights had a maintenance problem---door wouldn't close at PVD. after hour delay we got to Philly and door wouldn't open! Naturally connecting flight was missed. Finally made it a day late to SXM.

When leaving SXM around 3 pm there was no plane at gate yet board said it was "on time". 35 mins later announced arv late. Then we saw the plane. It sat there for 40 mins and no one got off. I joked that it must be the plane with closing door problem.

Hours later we boarded but didn't take off because door wouldn't close. It WAS the same plane or another one had same problem and not fixed. When we finally got on the pilot announced a 4 hour delay because P. Rico controlled air space and we didn't have a window.

You can guess the rest since we didn't sit on that plane for 4 hours. Door wouldn't open etc. Of course we missed the connecting flight for we arrived Philly at midnight.

That pretty much sums it up!

Part of the problem, at least from a communication standpoint, is AA (and most other airlines also) contracts out their ground services in SXM. You have virtually nobody who actually works for AA so the level of service is at times not what one would expect when dealing with AA personnel in the states. If you are lucky (how often does that happen in airline travel?) there might be 1 or 2 actual AA employees there but the vast majority are contracted people who work for a local company.

You will have some good employees and some not so good. I would also imagine that as information is passed down the line it is often not communicated properly and that adds to existing problems.

I know there was recently a change of either companies, a merger or something with one of the ground services companies that operates in SXM.

sumbeach--I agree, it certainly sounds like the contract ground people for AA did a terrible job, and AA in general screwed up this situation. As you say, if they had cancelled the flight at 6 PM, you could have at least had a comfortable evening, instead of what you had to go through. Do keep us apprised of whether your letter gets any form of compensation.

It will probably be the standard $200 voucher for a flight to be used within 1 year.

SXM??? Wendell

From experience, I find you get more compensation if you recount the entire experience in your letter; I'd copy and paste what you wrote here. It chronicles exactly what happened and clearly shows that things should have been handled differently.

And the more tactful the better, but be firm that you deserved better treatment.

Absolutely agree on all accounts, Georgia.

I was very polite and detailed, and for sure, they knew I was NOT a happy traveler at that point, and it did pay off very nicely for us but that was 25 years ago. I don't think AA is the same airline these days and I doubt the settlement would be as generous if at all should the same thing happen today, but even a $200. voucher each is a definite step in the right direction, IMO.

And for what it's worth, my husband laughed when he saw me writing the letter and thought I was wasting my time and efforts. Neither of us expected even a response, never mind an apology along with what I thought was such a very generous give-back. <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />

Pat, they are definitely not as generous as they once were, but anything is better than nothing in my book! I think a couple of hundred dollars each is about the norm now.

Do you tweet? These days, they respond to that quickly. It's a customer service nightmare for them, and they are very into impression management with social media.
They may not care about you privately, but the more you "squeak" eloquently, with facts, grace, and potentially a bit of humor......the more likely you will find results.

Follow AA. Tweet the experience as it happens. You never know.....

Sorry, Leona, I don't tweet, chirp or twitter( <img src="http://www.traveltalkonline.com/forums/images/graemlins/duh.gif" alt="" />), and I'm lucky that I can navigate a computer keyboard, but I would suggest to add all your options to your letter if that's the only option available to you. <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />

Oops, sorry Pat.....I did "reply"...I KNOW you don't tweet darlin'. <img src="http://www.traveltalkonline.com/forums/images/graemlins/Wink.gif" alt="" />

Was meaning in general, it is the new way to go. Do it live and in real time. People on the ground in SXM aren't the ones with answers....but someone reading or responding from a customer service division somewhere might be....or might be empowered to do things.

I haven't joined Twitter either, but you make a very good point.

A good Forbes article with points on how to use it successfully.

http://www.forbes.com/sites/grantmartin/...re-doing-wrong/

Just another travel tool. <img src="http://www.traveltalkonline.com/forums/images/graemlins/Thumbsup.gif" alt="" />

Sent my love note to AA. Like Georgia, I don't tweet, but from looking at that article, maybe I need to add that vehicle. Will let everyone know the outcome (which honestly I don't expect to be much). Dan

Peter Parles - owner of Straw Hat Anguilla, live tweeted the whole ordeal. AA was very sympathetic, I hope he gets compensation - 12 hours at SXM airport is 11 hours too long.

Hopefully Peter will get some sort of compensation, as well as the other hundred or people that were there, live tweets or not.

"hundred or so people"

I was hopeful that live tweets might get the attention of someone who could actually do something about the situation while it was happening. Someone knew that flight wasn't going to depart that day, and if the passengers were released earlier, the situation would have been much better.

Ellen, I see that he was posting it on Facebook, but do you know his Twitter handle? Are you sure it was Twitter?

@strawhatAxa
AA was very sympathetic, however, I am sure it was someone doing social media, somewhere other than where the actual event was unfolding.
It seems as if the major complaint from everyone was the lack of communication as to what was happening.

Ellen,

Funny but not really since that's the exact thing that made us crazy all those years ago and in their written response to us, ".....they understand why we are upset about the lack of communication and they will certainly work harder to do better in the future." Hmmm, how'd that work out for them? But as I said, at least they apologized and compensated us very nicely. But that was then......

Airlines frustrate me so much anymore. Three years in a row they have screwed up our return flight from SXM. I always schedule a 2.5 hour layover in CLT because it always takes a long time to get through customs with the amount of people that arrive around the same times. AA the last three years cancels our 2.5hr layover flight a month before trip and moves us to an hour layover. That pretty much guarantees most people on our flight to miss their connection. They are just creating more work for themselves. Upset people, re-booking people, long lines, booking hotels, etc.

WooHoo!!! Got the response from AA "...we are sorry it was a trying time for you...we are crediting your account with 7,500 miles!!!
So, a day late getting home, extra expense in meals and taxi, pet care for another day, and just the general frustration of no communication for over 4-6 hours, and we get 7,500 miles! IF you could turn miles into drinks on the plane, doubt that would get us each a Bloody Mary.
I thanked them profusely and told them they could stick their 7,500 miles where the sun don't shine!

Lots of people complaining about AA these days, including employees.

I love American Airlines, best gosh dang airline there is

Wow, I would say that is a pretty pitiful response to your situation. Don't think I blame you at all..

Me too. Except for Alaska Air

They did the same for us but we didn't have to ask for it when our plane was delayed an we missed our connection two years ago. Didn't have to spend the night and got home the same time anyway. We got an apologetic email two days later for 7500 miles apiece. I was happy with it. And it was a free miles flight anyway.