As reported by Fox 13, an American Airlines passenger who was needing to re-book her cancelled flight on Sunday was left on hold for 6 hours! American passenger Allen was booked on a flight from Garden City, Kansas to Tampa on Sunday when she received a text from American Airlines that her flight was cancelled.
American Airlines Leaves Passenger On Hold For 6 Hours
“They gave me a phone number to call, I tried to call several times, only to be told that the call volume was too much, and to call back another time. And then it would hang up on me,” she said. “I thought maybe 30 minutes, maybe an hour and two hours into it, I realized this is crazy but I’m not going to give up,” she said.”
After six hours, Allen was unbelievably still on hold.
“This really was horrible customer service. I just could not believe that I could not get through,” she said.”
American Airlines released the following statement regarding the delays:
“We apologize for the frustrating experience. It was a very challenging weekend due to extreme winter weather impacting the Dallas/Fort Worth area. American had more than 2,000 weather-related cancellations systemwide on Saturday and Sunday. We also had extended wait times in our reservations system and social media channels. We worked to re-accommodate customers as quickly as possible based on their individual travel plans.”
This is pretty bad; talk about frustrating! I can’t even imagine sitting on hold for so long. What do you think about this story? I think I would have gone down to the airport to book my flight rather then sit on hold for 6 hours. How about you?