About three weeks after posting a story about how to make travel complaints, I got a chance to put some of those principles to work. I was booked on American Airlines flight 966 to Miami from Quito, Ecuador. After Miami, I had to make two additional connections to get home.
But when I arrived at Quito's airport to board that 10:50 a.m. flight, I was told the plane wouldn't leave "until at least 3 p.m." This meant missing my connecting flights and making an unplanned stay in Miami. It also meant I'd have do a one-way car rental the next day, because my ride home from the airport also would be unavailable. Earlier that morning, American had sent an automated voice message to my mobile phone, but I didn't receive it right away.
Two American Airlines employees in Quito told me the problem was weather-related, and therefore the airline would pay for neither my Miami hotel room nor my car rental. But something didn't quite add up. They said a severe thunderstorm the previous day (late afternoon) resulted in the delay. But skies had been mostly clear in the area for more than 15 hours. The two Quito employees refused to elaborate. But based on this information, I booked a hotel room online, not wanting to sleep in the airport. Later, over the plane's public address system, the captain also blamed the delay on weather.
Nearly 12 hours later in Miami, I finally reached the end of a 90-minute line for new tickets. By now it is 10 p.m. Three of six window positions were closed, but two American employees stood around laughing and visiting with other airport workers as our line inched forward. I drew a supervisor when I reached the front of the line. She booked me on the next flight out in the morning and gave me vouchers for two free meals and a nearby hotel room. When I related what I had been told, she shook her head and said the problem involved maintenance. It was never considered weather-related. She was apologetic and thoroughly professional. Naturally, it was too late by this time to cancel the room I had reserved with a credit card earlier in the day.
One footnote: While in line, I met people from another flight, and their delay was in fact classified as weather-related. They each received a discounted hotel room ($84) and two free meal vouchers from American Airlines.
One week has passed, and I still have no response from American Airlines customer relations about this curious day. Fortunately, I had purchased a $29 travel insurance policy prior to this trip. The company says to allow at least a month for claim processing. Unfortunately, part of that process involves obtaining a delay verification from American Airlines. I wonder how long that will take?
Some lessons for travelers:
With any air itinerary that is even the least bit complicated, an inexpensive travel insurance policy to cover your losses is a good idea.
Don't take the word of airport-based airline personnel -- or even the flight crew -- as the final word.
One question for American Airlines:
Wouldn't it be a good idea to call in a few courteous employees to expedite a long line of delayed customers at the end of a rough day? With three empty window positions and lots of disgruntled folks, it could only improve customer satisfaction ratings.
what a foolish suggestion customer, more employees would cost money and the poor airline industry is already suffering terribly!
I was speaking of employees they already have on their payroll. In this situation, they had people standing around doing nothing while customers waited in a slow-moving line.
Don’t you get it yet! The public demanded cheap fares. You get what you pay for.
My experience with third party travel insurance “Access America” has been different. Unless you are sick or dying you arent getting your money back. Travel Glitches ? You are SOL.
Save it for the luggage fees and overpriced sandwhiches.