✅ Trip Verified
| Buyer beware. Read the fine print before you fly this airline. Then don’t! My family and I purchased tickets from American Airlines to go for a Spring Break trip to Cancun, Mexico, leaving on a Saturday and returning the following Saturday. On our return flight through Charlotte, NC our flight was delayed on the ground for 30 minutes in Cancun. The airline only gave us 1 hour and 10 minutes to clear customs and make our connection in Charlotte, so due to the 30 minute delay, we missed our flight. When we inquired about another flight, we were told that American Airlines had no available flights until Tuesday of the following week! This was on a Saturday, so we were going to need to stay three nights in a hotel in Charlotte before they could get us home on Tuesday. My wife and I both work and our son is in high school, so there was no way that was going to work for us. We asked them to book us on another airline, they said they couldn’t do that even though all of the other major airlines had flights available the next morning. We asked if they could give us hotel and food vouchers, they said they couldn’t do that either, as it was against company policy and that we should have read the fine print on our tickets. Below is American Airlines official policy on delays (the fine print) “While it is certainly our goal to operate each and every flight as planned, we have the responsibility to make changes to our schedules to resolve problems caused by weather, flight conditions, mechanical difficulties or other operational challenges. Accordingly, it is not an airline industry practice to assume financial responsibility for our customers' personal time lost or for out-of-pocket expenses when extenuating circumstances prevent us from operating as planned.” In other words, they are not responsible for any delay, regardless of the reason, and they are under no obligation to take any measures to get you home in a reasonable amount of time. The fact that American Airlines could not find the capacity to get us on a flight for another three days from one of their hub airports, is ridiculous. The fact that they were completely unwilling to do anything at all to help us (and the 30 other passengers that were on the same delayed flight as us) speaks to how American Airlines values their customers. Which is not at all. We wound up booking a flight ourselves the next morning on Delta Airlines at the cost of $720 and staying a night in Charlotte for another $120 plus a meal. We are fortunate to have the resources to do that. Other members of our original flight were sleeping on the terminal floor when we left. One final comment, then I am putting American Airlines out of my mind for good. The next morning, we received a call from Delta Airlines telling us the first leg of our flight was delayed and that our connection in Atlanta was going to be very tight. They suggested that we switch to a flight through Detroit that would “get us home earlier and would be more comfortable for our family”. They also upgraded us to Comfort Class to make up for the inconvenience. That is how a real airline takes care of their customers.