The waiting really is the hardest part. (Photo: Thinkstock)
Sunday was a rough day for both airlines and passengers. With wicked weather hitting the East Coast, flights were cancelled across the country and tensions were high for everyone.
Renee Allen was willing to be patient. But after waiting on hold with the American Airlines call center for six hours, the frustrated passenger finally just hung up.
Her story was reported by the Tampa TV station Fox13. She was flying from Garden City, Kansas, to Tampa, Florida, stopping in Dallas on the way. But before she left, she got a text from American Airlines telling her that her flight to Dallas was cancelled due to its icy conditions—and that they’d rebooked her on a flight the next day. The airline also gave her a number to call.
There was no way Allen was flying to Dallas in icy conditions like this. (Photo: Thinkstock)
Allen called the number, but was told to call back because the call volume was too high. She tried to call back several times, and when she finally got through, she was put on hold—and the waiting began. “Two hours into it, I realized this is crazy but I’m not going to give up,” she told Fox13.
True to her word, she stayed on the line for four hours after that. But after six hours—yes, six!—of drumming her fingers, she finally lost her patience and hung up.
It was a good run.
"This really was horrible customer service," she told Fox13. "I just could not believe that I could not get through."
American Airlines, however, could believe it, though that doesn’t mean they didn’t feel bad about the epic wait. “We apologize for the frustrating experience. It was a very challenging weekend due to extreme winter weather impacting the Dallas/Fort Worth area,” they told Fox13 in a statement issued to the station.
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"American had more than 2,000 weather-related cancellations system-wide on Saturday and Sunday. We also had extended wait times in our reservations system and social media channels. We worked to re-accommodate customers as quickly as possible based on their individual travel plans."
In the end, Allen made it to Tampa on Monday. But her faith in American Airlines may have gotten lost along the way.
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