Holiday Travel Hell Part 1: American Airlines really doesn't care

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Unfortunately the human element -- in this case, the gate agents -- are what turned your situation sour.

I was recently in a similar situation in a flight from San Antonio to Dallas; a hydraulic pump went out, and we were escorted off the plane to wait for another. When I learned we were going to have to switch planes, I immediately got on my cell phone and called AA's customer service line. I spoke with a very friendly women who secured me a spot on a flight leaving in 20 minutes -- a full hour before my original flight's replacement plane was set to take off. Even so, I still missed my connection in Dallas, and was able to take another flight to my destination that same night.

This happened two days after Christmas, and I can honestly say I was impressed with almost every single AA employee I dealt with. They went out of their way to accommodate me.

Unfortunately, some people are jerks no matter where they work. (Hey, assholes need jobs, too, right?) And in this situation, I can understand why you'd want at least one human at AA to recognize your situation, and offer a genuine apology.

Good luck getting it.

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