✅ Trip Verified
| Rome to Detroit via Philadelphia. I’ve had my share of bad travel experiences and it’s often I compelled me to write nasty reviews, so it’s only fair that when I have a really great experience I write a fitting review as well. Classic situation- our flight from Rome to Philadelphia (AA 719) was delayed for about two hours, which caused us to miss our connecting flight (with Dreaded Delta) from Philadelphia to our home in Detroit . Very rarely does this pan out in the travelers favor. Great customer service isn’t born by perfection; not every flight is on time, and mistakes are made. Great customer service is all about making it right. Like all travelers in this situation, I just wanted to get home and that’s exactly what happened. American ended up booking us on a full flight about an hour after our original flight into Detroit, causing minimal inconvenience. Free of charge. Technically speaking I think AA had no obligation to do this and that Delta, if anyone, would have issued us new tickets (and no, we did not have insurance). Beyond that, I have to say that the staff of flight AA 719 was the most professional, pleasant and fun crew I have been around over probably a hundred flights. Both the staff on the flight and the representatives I spoke to on the phone (especially supervisor Leslie) were extremely helpful and understanding of our situation. They had rules and protocol and they broke them to help us — they treated us like individuals and not like numbers. That is the hallmark of a class organization. Generally speaking, when I select flights I’m looking more for price and timing. In the future I’m going to lean towards American Airlines. We could very easily have missed our flight, bought new tickets, hotel accommodations, a last second extra day off work, etc — that happens to people every day. I am genuinely appreciative of American Airlines effort to spare us.