✅ Trip Verified
| Based on others' reviews, it is evident that the CLT site is fairly consistent in poor service, missed connections, and overall negative experiences. Our flight was delayed due to the President's visit and inclement weather. When we finally reached our gate after sitting on the tarmac for over an hour, we were delayed further due to a lack of staffing to park our aircraft. Once deplaned, we raced to our connection only to find the flight had closed (well outside of the 10-min window of departure time). The excuse provided for the lack of staffing at our arrival gate: lightning and staff safety. Yet, staff were evidently not in any danger to guide our departing flight out of the gate, a fact we found quite interesting. Many customers were left stranded and when trying to rebook flights, the responses from AA workers ranged from eye rolls to terse replies. Never did any employee of the airline or the airport acknowledge what every passenger was feeling. A simple, "We understand you are upset and we are doing what we can to make the rest of your trip as pleasant as possible." As we stood in a customer service line, one airline employee passed out customer service number tickets. When asked by several passengers where our luggage might be, she replied, "Whatever flight you were supposed to be on, that's where your luggage is." Many people informed her that our connections had already left before we arrived. Yet, she stuck with her (obviously incorrect) statement of next-flight luggage transport, absolutely clueless. We were able to rebook on a flight the next day (2 p.m.) but needed to find something earlier for work obligations. At 11:50 p.m. we left the main concourse, past the TSA area, and headed to the main ticketing counter. Unbeknownst to us (and hundreds others), TSA closes their gates at midnight. No signage, no verbal notice, no nothing. We were locked out of any food, beverages, seating, carpeting, etc. until the airport reopened at 4:30 a.m. We found a quiet place to sit (on the floor, with a locked door next to us) and charge our devices near the baggage carousel. Not long after settling in, an airport employee saunters up and says, "You gone hafta move from that do'." As we gather our things to move, the employee then says, "I don't know why you so upset. You know you can't sit in front of that do'." Our response: "Because this airport is horrible." His response: "Ain't nobody tole you to come heah." And this was the basic attitude of every single employee we encountered from our arrival until our eventual departure. We did attempt to make a purchase at the Starbucks at the ticket counter. True to CLT form, the oven was broken and they had run out of the one thing I cared to order. And passengers were due to arrive in less than 4 hours. To be served what remained to be seen. If the presence of a high-profile official and a brief storm delay can render this airport all but useless, an actual emergency will bring the entire city to its knees. There is clearly no plan to address the lack of airport personnel, availability of rental cars, hotel rooms, etc. and neither American Airlines nor the CLT airport gave any effort whatsoever to aid passengers in navigating such a challenging experience. I am committed to avoiding CLT at all costs. The level of incompetence is staggering. Since the airport is owned and operated by the City of Charlotte, I can only imagine what disasters occur throughout the city on a daily basis.