The plane took off three hours late because of a technical problem. My 79-year-old mother who was travelling for the second time in her life found herself helpless and almost panicked when she realized she would miss her connection in Miami.
Unable to communicate with her, we called AA in order to ask someone to guide her when leaving the airplane, telling her what to do, or at least reassuring her about what would happen next, since the airplane she was supposed to board had already departed.
American Airlines showed a complete disregard for our mother by saying there was nothing they could do. No one would go to the airplane’s exit to help her and the only solution was for her to go to the gate of the plane she had missed within 40 minutes, after which there would not be anyone there to give her information.
She found herself completely helpless in the middle of Miami’s airport, without having the slightest idea of what to do. It would have been quite easy for AA to send someone to simply tell her how things would proceed.
The person who decided to help her was another passenger, who was also in the same situation.
In the end, she had to spend the night on a seat waiting for a flight on the following morning without having received any explanation, sandwich, or bottle of water from AA. Let us not even mention a voucher for a hotel room.
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