I took this picture as we headed to the hotel lobby to get our cab and head to the airport. This is 4:30am and the sun was just starting to come up. It was absolutely gorgeous.
I don’t normally blog about a “travel day” because typically nothing very eventful happens while sitting in the airport for hours on end waiting on flights. Since we had such a miserable flight coming to the Grand Cayman Islands, I thought I’d share some more nightmare-ish flight adventures.
As you know, (if you’ve been reading since day one) Alaskan Airline left our luggage in Seattle on our way over to Grand Cayman. Oops. No big deal, right? Except for the fact that we needed clothing because after traveling for a day and a half we weren’t exactly feeling very fresh anymore. So on our first day on the island, we went out and spent $300 dollars on some swim stuff so we could at least enjoy the pool while we waited on our luggage. Our flight itinerary was basically this: Seattle to St. Louis, St. Louis to Miami and Miami to Grand Cayman. Every flight after arriving to St. Louis was delayed for one reason or another. It wouldn’t be such a big deal except that one delayed flight screws up the entire order of things.
American Airlines was our main flight provider, and although they were extremely helpful in helping us get our luggage, they really didn’t offer us much more than an apology over Twitter. And that seems to be the norm on their Twitter account. Endless apologies for things that have happened to other travelers.
Soooooo fast-forward to our travel day back to Seattle. Our flight from Grand Cayman to Miami was seamless. When we got to Miami, our flight was supposed to leave at 2pm. That didn’t happen. About five minutes before boarding at our gate, they changed our gate number and we had to go to our new gate which was literally on the other side of the airport. When we got there, the American Airlines guy kept saying something about interference on the field or something, we couldn’t understand what he was saying. We didn’t board our flight until around 3pm. Then we sat on the tarmac for ten minutes before finally leaving for Dallas/Fort Worth. We knew when we got to Dallas/Fort Worth airport, we’d have about ten minutes to get to our gate. Luckily, we didn’t have far to go when we arrived. Unfortunately, our seats were literally at the back of the plane.
We arrived closer to 5pm local time and I thought to myself that were still in good shape to get to our gate. I also thought that American Airlines would communicate to any connecting flights that there was a half hour delay and to hold any planes for arriving passengers. Apparently, they don’t do that anymore. We hustled to our gate with moments to spare. 5:05 PM to be exact. The plane was departing at 5:15pm. I figured since every other flight we’ve been on from American Airlines has been late, I assumed this one would be too. I expected to encounter a long line of people or a nice lady with a smile on her face welcoming us onto our flight. We received the exact opposite. It’s like a storm cloud followed us over to our gate and we got some unhappy, rude woman standing there. I said, “hold on, hold on! We are on this flight!” I attempted to hand my boarding pass to the woman and she instantly stated “No, you were on this flight” like it was our fault that we were late. “Excuse me? What do you mean “we were“?! I replied. “I already gave your seat away…”
Oh, hell no. You did what, American Airlines? You gave my seat away?! Is that what I heard correctly?! Every flight on this trip has been late by 30 minutes or more and I’m late by TWO minutes and you give my seat away?! I was floored. No apology. No sympathy, nothing. One of the rudest person I’ve ever dealt with in my life was standing in front of me and I had to do everything in my power not to literally verbally destroy this woman in the middle of the airport. I was blown away at how cold and uncaring this person could actually be. Flying domestically has become such a travesty. There isn’t any customer service anymore. The airlines (and not just American Air) nickel and dime everyone. They don’t even hand out small bags of peanuts and most airlines won’t let you have a full can of soda. It’s shocking that stuff is even free anymore.
After getting a new flight (now departing at 6:50pm) we trekked across the airport again only to get to our new gate to get the news that our gate had been moved again. Good grief. Of course, I took my complaints and frustrations out on Twitter and started tweeting about how miserable this experience was with American Airlines. What do you know, they responded, and apologized:
The American Airlines Devil Woman at the desk who kept me on my flight that I paid for, you know, the one that gave my seat away? She wouldn’t even look at me let alone give a sympathetic apology. I had to go fishing for an apology on Twitter. That’s pretty pathetic.
I get that airlines like to run flights at near-full or full capacity to turn more of a profit. Unfortunately, they are sacrificing good customer service. The American Airlines Devil Woman made it seem like it was all our fault for being late. Like, we were nursing a hangover or out boozing it up at a local bar in the airport. No, lady. We weren’t. It was the airline that you work for that made us late. We were early for all of our flights like they say to be. Two hours before your flight you need to be at the airport and blah blah blah. Why, so I can sit at the gate and be redirected two or three times to another gate only to have our flight delayed by some mechanical error or some other issue and have to sit on the tarmac for an hour like my flight back to Seattle from Chicago earlier this month?
Our flight was supposed to depart at 6:50 PM and when we finally got to our gate the flight information read that it was delayed to 7:05 PM. Prefect. Why wouldn’t our flight be delayed. This was American Airlines after all. I wouldn’t expect anything less. We started boarding at 7:05 PM and when our group was called to board the reader board stated that all the overhead bins were now full and people were told they had to start checking their luggage. Great. American Airlines ought to put “it’s a surprise” under the departure time instead of an actual time. It was now 7:39 PM when I actually sat down in my seat on the plane. At approximately 8:01 PM, the flight took off from the runway and we were Seattle bound. Un-freaking-believable.
We arrived at Sea-tac around 10:30 PM and while we were walking passed the baggage claim area, we overheard a conversation between a customer and an American Airline staff member. Something along the lines of “it’s showing your luggage was left in Dallas and was never put on the plane”. Well, that’s no surprise.
I don’t want anything from American Airlines. I surely don’t want a travel voucher or a free flight. What I want is my time back. I want my three hours back. I should have been home at 7 PM instead of 11PM. That’s what I want. I want my time back but American Airlines cant give me back my time. Even if they offered a free flight, I would decline. I wouldn’t give it to a friend or a family member either because I wouldn’t want to put anyone I know through the kind of hell they put me and my girlfriend through. I wouldn’t wish this kind of torture on my worst enemy. The best thing American Airlines can do at this point is to tell Devil Woman to get rid of her Resting Bitch Face and start treating customers like they have some kind of value to the company. To tell someone who’s been traveling all day “you were on this flight” and “I already gave your seat away” because they were two minutes late was a pretty good slap in the face. It was rude and I should have cussed her out. But I didn’t. I’m above all of that kind of nonsense because it doesn’t solve anything.
Sorry, American Airlines, but I’m not sorry. You have offensive and ill-mannered employees. And it’s not just with Devil Woman. I’ve noticed a handful of other employees having attitudes as well. Maybe this company needs to invest in better customer service programs. The customer service industry can be a real pain and it’s not easy but that doesn’t mean your employees need to take it out on their passengers.
It’s no wonder that American Airlines had to file for bankruptcy back in 2011.