Flying Nightmare

I wrote this letter to send to American Airlines but since I ended up just telling the whole story in my true fashion with details and all (because whats a true drama without details right?? :) I decided what the heck...Ill just post in on my blog for posterity (and anyone else interested in the details of my nightmare experience...which apparently was the worst cancelled/delayed flight days in history!)


Feb. 26, 2013

To Whom It May Concern:  

I am writing in regards to my experience with American Airlines for my trip scheduled to fly Thursday Feb 20^th.   I was flying alone with my 22 month old and my 3 month old across country to meet my husband where he was stationed in Ft Drum New York.  He had been gone since October for training and this was the first time I would see him since Christmas.  

On Thursday morning at 9am I arrived at the Salt Lake City Airport.  The baggage bellman was very helpful, took my bags, and looked at my husband’s military orders and my military card without complications.

But when we approached the desk to receive a pass to have my mom and sister help me through check out, I was shocked at the rudeness and lack of help from the worker. She spoke to me and my mom quite condescendingly, and was then told that I had to take out my kids and have the stroller weighed. When we explained to her that I was going across country by myself, and it would be very difficult/impossible to do it without it, she said well then you will have to do it like the olden days. 

It was very upsetting to both of us at the lack of customer service and respect this lady showed us. When we asked her for our tickets and IDs back, she refused to give them back to us. At this point the bellman came up to us, seeing how we were upset at this whole situation. He listened to our concerns and then approached the lady and talked reason to her. After much talking and what looked like a hopeless situation, the bellman was able to finally talk her into helping us. If it wasn’t for his help I literally would not have made it through the next nightmare that was to happen. He saved me.  

I flew from Utah to Chicago with out too much trouble. I was to have a three hour lay over and then get on a small plane to Watertown New York.  When it got time to board I noticed the time had changed.  I waited in the airport for another three hrs or so as I continued to see the time move later and later. I had landed at 4:15pm (landed late) in Chicago, was suppose to take off at 6:45pm but didn’t leave until 11:00pm.

Completely exhausted from the day, taking care of my little ones, and lack of sleep, I was relieved when we finally loaded the plane. There was terrible turbulence and I was so motion sick I didn’t think I was going to make it. My little boy was even scared from all the drops. We weren’t even in the in the air 20 minutes when there was an announcement that the plane had a maintain issue and we had to turn around. It was devastating.

We landed and was told soon after that the flight would be cancelled and that I would be helped at the desk with other arrangements. Its was now past 12am.  My 22 month old was exhausted too and crying from all the days adventure. I was told at the counter that the next flight they could give me was Sunday! They said they could give me a voucher for one day at the hotel and some food but that was it. If I wanted another voucher I would have to come back the next day. I was running through my head how I would do that alone with two kids, not practical in the least!!

Then he said that maybe he could fly me Friday from Philly then to New york.  But all my stuff would be sent to Water town and there was no way to get it.  He said the shuttle is down stairs. Ok just get to the hotel, I told myself. I now had 3 diapers left and no formula, and not a clue how in the world I was going to take care of my kids. 

A compassionate angel lady took me under her wing and helped me as we left security and went down to level 1 of the airport to wait for the shuttle. She was also in the same situation but had with her her elderly mother in a wheel chair, and her 9 year old daughter and 4 year old son.

When we got down to level 1 I noticed first thing the awful smell. As I looked around I noticed many homeless people covered with whatever they could find sleeping in all sorts of places and positions. It was very scary and unsafe to be in this situation alone, with two kids. We waited and waited. Until finally we saw 2 men that noticed we were in the same situation and approached us. They said they called and found out that the Best Western hotel was completely booked and the vouchers were completely useless!!! I couldn’t believe it. We tried going back up stairs, there wasn’t anyone to help us and we couldn’t go back through security.

If it wasn’t for the lady I was with who had data on her phone and was able to look up different hotels in the area, I would have had to stay at the airport all night with no supplies to take care of my kids.

She called around at a few hotels and finally found one we could stay at. But we would have to pay 131 dollars a night out of our pockets!!! We waited for the shuttle. And waited. Called again. Shuttle ends at 12:00 am. It was now past 1:30am!! We would have to take a taxi and again pay for it out of our pockets!! I was so upset by this situation.  I was forced by the terrible situation to now get into a car with no car seat for my son and risk the lives of my children because the car seat had to be checked in.  It was either that or be separated from the only help I was getting around there and stay there at the airport with nothing.  It was very upsetting at the lack of support and help I was receiving from the people who had made this mess in the first place.

With the help of a complete stranger who also took compassion on me, he went out in the middle of the night, when he could have been sleeping, to buy me wipes and diapers so I had some basic things to take care of my kids and a phone charger so I could keep my husband updated. Because the food delivery services wouldn’t accept my food vouchers, I had to pay 40 dollars out of my own pocket. There was no option of leaving again with no car seat to get in a taxi. I was completely stuck.

I had to stay two nights and pay 277 dollars for the hotel. Our flight for Friday was also cancelled. My husband continued to call and FINALLY got some help through the travel agent here on base to schedule a flight earlier. I was again shocked at the lack of help and costumer service at all the people I talked to in Chicago. Many of them looked at me and talked to me like they could absolutely care less about helping me in the least. I could write another page about the different experiences of the lack kindness, help and customer service and frankly rudeness, but I will spare you.

The nicest worker that I encounter on this 3 day nightmare was the stewardess on United Airlines, on my last and final flight. She was kind and helpful. She checked on me and brought my son a special healthy snack. She made sure I had help getting off and told me before descending she would be back to help me when we got off. I made a point to express my appreciation and that she was the kindest and most helpful worker I had talked to in this three day nightmare.

From this experience, I am convinced that I will never fly American Airlines again nor recommend this airline to anyone else. The workers and customer service was quite frankly one of the absolute worst I have ever experienced. Other people I talked to and interacted with during this felt the same way. Many people felt completely abandoned and neglected by American airlines, including the group I was with. 

I will be making a follow up call in a few days in regards to this letter. Thank you.

                                                                                      Emily Timothy