✅ Trip Verified
| First I'd like to start out saying that 20 years ago, I had the exact same result as I did this past weekend and swore I would never fly American Airlines again. I was returning to Houston from Salt Lake City, I had to go thru Dallas for a connecting flight. My flight in Salt Lake City was delayed due to weather issues originally. I knew I was going to miss my connecting flight in Dallas, once I heard of the delay and got up in line (a long one at that) to be told to call the 1-800 number to get done faster. When I spoke with customer service, they told me "I'll be fine as the plane is supposed to board at 4.08 pm" and I was like "Oh great, ok, I don't need anything else then". Not realizing the time when I hung up the phone, it was 4.12 pm and there was no plane at the gate. So, we (as in other passengers and myself) were getting updates saying we were boarding every 10 minutes. Come to find out, because of the weather, the plane that was trying to land was re-routed to Pocatello, ID because they needed to re-fuel. The plane finally landed around 6.15 pm, only to learn that our flight was now cancelled due to the fact that the flight crew had met their hours for the day and couldn't fly anymore. So, at that point we were all stranded, most other flights were full and I for sure was going to miss my connecting flight. Supposedly, because this was a weather issue, American Airlines would not put any of the passengers up in hotels, etc. However, it was no longer a weather issue as other planes were flying in and taking off just fine in Salt Lake City. This was clearly, American Airlines crew that couldn't fly anymore. So our flight was delayed until 7.00 am the next morning. So we return to the airport, did not receive any updates on our flight and hoping for the best I spoke with the gentleman at the gate and asked him to help me find a connecting flight to Houston. He told me, they were all full and to try once I get to Dallas to get on stand by. I finally make it to Dallas, I get off the plane and go directly to the ticket counter at the gate that I just walked out of. I explained that I needed a connecting flight to Houston. At first, the lady couldn't find me in the system (even though I just walked off the plane) and then once she did find me in the system, she said she had record of me landing the night before in Dallas. At this point, I was boiling mad, because clearly she just saw me walk off the plane. Then she said, there was a flight later in the evening that she could get me on. I explained it was my daughter's graduation party that evening and I needed to be home before 8.00 pm that night. So, she handed me a boarding pass and told me to go try and get on Stand by on another flight. Went to that gate only to find out there was a lot of other people standing by and probably would not make that flight and at that point I went and got a rental car so I can be home in time for my daughter's graduation party, that I was hosting. My biggest disappoint in the airline is that not one American Airlines employee even said "I'm sorry!" When you work in customer service and have an upset customer, you should always acknowledge that you understand the frustration and you are working hard to get us home or to resolve the issue. This never happened with American Airlines. I was met with one rude person after the other. It wasn't just me. There were other passengers that were just as upset and had to drive home too.