american airlines

Flights From Hell was sent a link to the video below by a friend of the videographer.  The video, taken recently at Albuquerque’s airport, shows an individual who’s very upset at a gate agent for refusing to allow him to board a flight because he’s inebriated and agitated. Although the traveler pleads that he has to get to Dallas for a business trip, threatens to sue American Airlines, hurls personal insults and profanities (don’t watch if you’re offended by foul language), the agent sticks to her guns.

While FFH has many stories describing poor attitudes on the part of airline staff, airport and flight personnel all too often receive rude treatment by the traveling public. Such experiences can lead staff to become less inclined to focus on providing courteous customer service. If each side tried to see things from the other side’s perspective, and would treat others as they’d like to be treated, traveling would be a much better experience for everyone. Maybe it’s something to make as a New Year’s resolution for 2012?

FacebookShare

{ 4 comments }

Wednesday, February 2nd, AA flight 1499 from Dallas, Texas to San Jose, CA.

I am 6′ tall, long legs. I always book my flights way in advance to be sure that I can reserve an aisle seat to avoid being cramped.

As we are boarding there is a mother, father and small child several people in front of me. The mother does not speak English. The child is too young to speak, but can walk and babble.

As many flights the previous day were cancelled, this flight was full. The gate agent continued to make her announcement to only bring on one carry-on that must fit in the overhead bin, and only one other article like a purse or laptop… ONLY.

This family of three had 5 large carry-on suitcases. In addition, the mother had a purse and a diaper bag. The gate agent originally said they could not carry on five pieces of luggage. They acted as if they did not understand. The gate agent then said that two of the bags were too big to fit in the overhead bin… to that the father understood, and there in the door of the jetway, blocking boarding… he began to re-shuffle items from one bag to the others, much to the dismay of the passengers and gate agent. The gate agent made an effort to say that they had too much, but the father then stuffed the individual bags in question into the “size guide” rack. The gate agent, flustered, waved them on.

A few minutes later I board the plane with only my small backpack which I planned to put in the bin above me so that I could have leg room. As I get to my row, there standing are the mother, father and child. The father has taken all of the overhead bin space above my row, and the bin space above the row opposite my seat.

I take a deep breath, and let it go. The father, mother and child are standing in my row. I say to the father, “This is my seat.”

The father in perfect English responds, “We are travelling together, will you take my seat?” I look at his ticket… it is a MIDDLE SEAT several rows back.

I tell him, “No, I booked my flight months in advance to reserve an aisle seat.” The father very politely says “no problem” and then moves to his seat several rows back.

I sit down; the mother and child sits down. And, you got it… the kid starts screaming! The mother does little to stop the child. She stands and says something to the father in another language. I pull out my book and try not to be bothered.

A few minutes later and the child is continuing to scream and cry. The mother continues to look back . I hear the father talking to a flight attendant, and then the surly flight attendant says to me, “You have to move so the father can sit by his child.” Just like that… not “will you move,” or “please move,” but… “you have to move.”

I said, “Does he have an aisle seat?”

The flight attendant replied “No, but wouldn’t you rather move than listen to a screaming child?” She did have a point, but she could have been more polite about it.

I take another deep breath and retrieve my small backpack from underneath the seat in front of me and get up. At that time another flight attendant says, “Here is a window seat,” pointing to another row back. So I move to that seat… not sure whose seat it was because the flight ends up being fully packed, and some other poor soul takes the guy’s middle seat.

So, to this I ask why? I played by the rules. I made my reservation months in advance to ensure my seat. I only carried on a small backpack and checked my other luggage. I did not carry a small, screaming child onto the plane. So, why did I have to move? So, why did I have to cram my backpack into my leg space, under the seat in front of me? Why did I have to endure the scream of someone else’s child? Why was I originally being moved to a middle seat? It seems AA was more accommodating to the people not playing by the rules than to those of us that do play by the rules.

To top it off… when the flight was over… the father stood in the aisle and began to remove all 5 pieces of his luggage, while those of us behind him waited and waited and waited.

As I passed him in the jetway, he said to me… “It really wasn’t a big deal.” I took another deep breath, and said nothing. Nope, it wasn’t a big deal to him. He inconvenienced everyone else for his wife, his child and himself because he was too cheap to check his luggage. And he was inconsiderate by flying with an unruly child.

His choices… that we have to support.

FacebookShare

{ 19 comments }

In 2004, I was living in Pittsburgh, PA and attempting to come home to Joplin, MO for Christmas. It was the first time I had ever flown alone. My mother booked me a Delta flight from Pitt to Kansas City connecting in Cincinnati on December 23rd. I was dropped off at the Pittsburgh airport by a friend about 2 hours before my flight was due to depart. However, there had been a huge blizzard in Cincinnati the night before, and my flight had been canceled before I even arrived at the airport. I waited in line, along with every other Delta passenger trying to go ANYWHERE that day.

After 30 minutes in line, a nice agent told me that they had booked me on a flight to Dallas, but the connection to Kansas City was actually an American Airlines flight so I would have to go check in with their agents. I trundled off along the terminal with all of my baggage in tow headed for the American Airlines check in which was, of course, at the opposite end of the terminal. I wait in line there for a further 20 minutes, at which point their agent rather rudely informs me that I had NOT been booked onto the Dallas to Kansas City flight, but placed on standby. That flight was full and also the last one that night, so I would most likely be stuck in Dallas overnight. I got the impression that she was rather put out by Delta booking me onto an AA flight. She seemed almost gleeful that I probably wouldn’t make it. Spending the night in the Dallas airport wasn’t high on my list of things I wanted to do, so rude AA agent sends me back down the terminal to Delta.

Trundle. Trundle. Bags in tow. Another 10 minutes in line. I tell the Delta agent that I don’t really HAVE to go to Kansas City. I am really going to Joplin, a town about 2 1/2 hours away from KC. Agent tells me she cannot change destinations, but to call the Delta help line from a courtesy phone. I head over to the courtesy phone and dial the number. I tell the agent on the phone that I would be more than happy to fly to Tulsa, but Tulsa is fully booked. I’m not surprised; it is December 23rd. I try again. St. Louis: Booked. Springfield: They don’t fly there. Joplin: Booked. I am running out of airports. Then I have an epiphany! What about the Northwest Arkansas Regional Airport in Fayetteville, Arkansas? Delta agent replies with surprise in her voice that there are seats available for the Fayetteville flight. I will leave in 3 hours, connecting in Atlanta. Excellent.

I receive my boarding passes, check my bags, and all seems in order. I go grab some breakfast while I wait, then board my flight and arrive in Atlanta on time. I check my boarding pass for my connection’s flight number. At this point, it is important to say that the only identifying information on the boarding pass was an airport code. I do not have the airport codes for every airport in the US memorized. My life would have been easier if I did! I find my flight number on the departure board and my heart stops. The Delta agent I had spoken to on the phone had canceled my flight to Kansas City, Missouri, and rebooked me on a flight to Fayetteville, NORTH CAROLINA!!! And now I’m in Atlanta. At least Dallas is only 6 hours from Joplin. Atlanta may as well have been the moon.

Not knowing what else to do, I go to the gate for the North Carolina flight. I approach the gate agent with the words, “I have a HUGE problem.” I then, rather embarrassingly, burst into tears. I explained my predicament to the agent at the gate. Apparently, it was a rather familiar tale. According to him, this happened all the time. Although I said “Northwest Arkansas Regional,” all the booking agent heard was Fayetteville. I can’t really explain her total lack of geographical knowledge that let her believe that flying to NC was just as good as flying to MO. Anyway, the very understanding gate agent got me a standby ticket on the next flight to Fayetteville, Arkansas, and this time the blizzard in Cincinnati helped me out. So many people missed that flight that I got on easily. I called my dad to let him know I was finally headed home. The pilot overheard me telling my dad to google directions to the airport and actually took my phone to give my dad directions. It was pretty cool. I thought my ordeal was finally over.

I arrive in Arkansas. My dad is there. It’s just an hour drive back to Joplin.

My luggage was in North Carolina.

FacebookShare

{ 7 comments }

Not necessarily a Flight From Hell, but it was a little frustrating, and one you just have to shake your head at.

I was on American Airlines Flight 5 from DFW to HNL on Septmber 2nd, 2010. In the boarding area there were several children playing and laughing, and immediately my first thought was please let these children be well-behaved for this 8 eight hour flight… please. And they were.

Unbeknownst to me, the irritation would come not from the children, but from the group of senior citizens traveling together on this same flight.

I board, take my seat, and put my small backpack under the seat in front of me, and so does my partner. We were sitting in Group 2, and it seemed like we were waiting quite a while for the other passengers to board. Then we saw why… there was a group of 25-30 senior citizens. Each was very confused about where to sit, and how the seats were numbered. They were examining their tickets, and then the seat numbers, etc.

Finally the two older ladies who were to sit in the row in front of us came down the aisle. One was barking orders to a younger gentleman, saying here is my seat, put my bag up there. And this younger man nicely tugged and lugged and stuffed her huge bag into the overhead compartment. Then he had to make his way back toward the front of the plane. Then a few minutes later here he comes again down the aisle with a huge bag for the other older lady. One of the older ladies said, “I don’t know how we would have managed without your help. Thank you.” As the man began to make his way back to the front of the plane to his seat, other older folks started to ask him to help them with their bags. He probably helped at least 5 other people put their bags in the bins. (We found out later he was a complete stranger and not with the group.)

So, issue number 1: Folks if you cannot wheel your bag on the plane, let alone lift it into the overhead bin, don’t bring it! It is rude to rely on the kindness of strangers and expect them to hurt their backs tugging the luggage that you are too cheap to check!

So we take our seats thinking the ordeal is over, and a rather attractive 20 year old comes down the aisle. She says to one of the senior citizens in front of us, “I believe you have my seat.” The older women were a bit flabbergasted and fumbled for their papers. It was determined that yes, one of them was in the incorrect seat. The 20-something very politely said, “Are you both travelling together?” And, the response was “Yes.” So the 20-something volunteered to take the older lady’s seat, which the older lady said was on the other side of the plane. The 20-something crossed over the people in the middle to the other side of the plane and sat down (2-3-2 configuration).

A few minutes later another younger lady came down the far aisle and said to the “transplanted” 20-something, you are in my seat! The 20-something tried to explain to the person that she was sorry, and pointed to the senior in front of us, saying she switched with her. Seeing the commotion the senior started laughing, saying, “Oh my, did I cause this confusion, I am sorry.” So the 20-something got up and gave up her seat, asking the senior where her seat was, to which the senior pointed one row up.

Well guess what - a few minutes later a man came down the aisle and told the “twice transplanted” 20-something that she was in his seat. The 20-something had the patience of Job. She tried to explain the reason, etc.  By this time the flight was about ready to depart and a flight attendant came back to see what the trouble was. The senior again started laughing. She said, “Oh, I caused all kinds of problems by sitting in the wrong seat.” The flight attendant asked the man if he would mind sitting in the incorrect seat, and because it was a middle/aisle seat, he was fine with it.

Issue number 2: The senior continued to laugh saying she caused all kinds of problems by sitting in the wrong seat, but never offered to rectify the situation by moving herself… how rude! Also, I thought it was some kind of rule that you had to sit in your assigned seat? What if the plane was to go down, and they were to try to identify people? Oh well.

So the flight takes off, we read some, and then after a while we begin to watch the in-flight movie, “Letters to Juliet.” About this time, all of the seniors must be on the same schedule because they all get up and head to the bathroom. OK no problem, we understand. But, it doesn’t stop there… some actually walked up and down the aisles of the planes, I guess to stretch their legs. We just wanted to scream, “Sit down; take your seat!” But, trying to understand, and knowing my Mom is a senior too, I try to be patient.

One senior stops in front of the people in front of us and begins to “chat” – chat, chat, chat - all the time blocking our view of the TV monitor. We are sitting there with wires in our ears staring directly at her, and she just didn’t get it. We shifted from side to side, and finally I said, “I’m so sorry, but we are trying to watch the movie, could you move to the side?” The lady apologized, and went back to her seat. But not 20 minutes later, here she is back again, sharing some juicy gossip with two seniors in the row in front of us, and blocking our view… oblivious that there is an issue. I took off my earphones and got my book out again, saying nothing more.

Issue number 3: Please try to be considerate of others on the plane - walking back and forth, stopping to chat, etc. - is annoying to those of us just wanting to relax, watch the movie, etc. And, again… isn’t this something that wouldn’t normally be allowed? Doesn’t the pilot request that people take their seats when not going to and from the bathroom? Why were the seniors exempt?

So, to make this story even longer… the flight lands, and only having our backpacks, we decide to get up as soon as the pilot hits the seatbelt sign and try to make our way in front of the seniors before they expected us to carry their baggage, and before they hold up the line exiting the plane. Luckily being younger and more agile, we advanced 10 rows forward before most of the seniors got up (I know I am a schmuck for not helping these seniors, but after 8 long hours, I didn’t have the patience). We got to the luggage carousel, waited for our luggage, and were off. Funny thing is… we did not see one senior from our flight waiting at the luggage carousel. Seriously. So, they didn’t mind paying a couple of thousand for a flight to Hawaii, but they were too cheap to pay $25.00 to check their luggage that they could not manage themselves!

We saw the 20-something at the luggage carousel and joked casually about the ordeal, saying we felt sorry for her. She was very nice, but said she would never, ever again give up her assigned seat.

FacebookShare

{ 20 comments }

Three Days and Hundreds Spent to Get Home

October 17, 2010 Delay Stories

I thought my trip to Dominican Republic from Detroit on American Airlines was bad due to delays that ended up getting us there 10 hours later than scheduled. However, that proved to be good since it took me 3 days and hundreds of dollars more to get home. We start with the return leg from [...]

Read the full article →

Plane Leaks Soak Passenger

September 30, 2010 Airplane Stories

Three years ago I was flying out of Newark Liberty Airport on an American Airlines flight. Being a Platinum frequent flier member, whenever a first class seat wasn’t available to me I would always go to the rear seats in the plane. I usually found that there was more room in that portion of the plane since most [...]

Read the full article →

Two Trips From Hell

September 25, 2010 Odds & Ends Stories

I don’t know if this counts as a “Flight From Hell” – it might be better placed on a website called “Vacations From Hell.” But since every one of the problems was caused by American Airlines, I think it is relevant. Please note that I am not making any of this up. I know it [...]

Read the full article →

Stressed Out Over Seats

September 17, 2010 Seat Stories

A couple of weeks back I flew with American Airlines for the first time. And for the last time, too. I travelled together with my friend from Frankfurt to Philadelphia. Unfortunately, we were seated between two other passengers in the two middle seats in a row of four. When we took off I realized that [...]

Read the full article →

Demoted To Coach Due To Sickened Senior

August 29, 2010 Medical & Illness Stories

About 2 months ago, a flight I expected would be more pleasant than usual turned out to be a real flight from hell. Before my flight, I used my miles to upgrade to first class on an AA flight. I thought this would make my flight much more comfortable than usual… I was wrong. Next [...]

Read the full article →

Desperate Passenger Demands To Leave Plane

August 12, 2010 Passenger Stories

I was flying from NYC to Phoenix, Arizona on American Airlines. My seatmate was a father; his wife and two daughters, who were about six years old, were seated in the seats behind us. The flight was uneventful, but to the left of the wife and the daughters was this really desperate woman. We took [...]

Read the full article →

Page 1 of 612345...Last »