Formal Complaint Regarding Delayed ...
Formal Complaint Regarding Delayed Travel, Poor Customer Service, and Additional Expenses Dear American Airlines Customer Relations, I am writing to file a formal complaint regarding the service my husband and I received during our return trip with American Airlines. Although the first part of our trip from Mobile, Alabama, to North Carolina went smoothly, our return experience was extremely disappointing, stressful, and costly. On June 2, I booked two tickets from Mobile, Alabama, to Raleigh, North Carolina, with a connection through Charlotte. I chose American Airlines because the route was convenient and required only one stop. Our final destination was Goldsboro, North Carolina, for a family reunion. On our return date, June 13, we were told to arrive two hours before our 6:29 p.m. flight to Charlotte. My husband and I arrived at the airport at approximately 2:00 p.m. After we arrived, we were informed that our flight from Raleigh to Charlotte had been delayed more than once. As a result, we arrived in Charlotte too late to board our connecting flight to Mobile, which was scheduled to depart at 8:30 p.m. When we were taken to the customer service desk, the first attendant we encountered was friendly and tried to help us. However, we were told that we could not get a confirmed flight home until Tuesday. We explained that we could not remain away from home for three additional days because we did not have enough medication, including insulin, or enough money and personal supplies to stay longer. My husband and I are elderly, ages 76 and 78, and we are both diabetic with other serious medical conditions. We were then referred to a supervisor, Shanetta. From the beginning of the conversation, her tone felt loud, rude, and dismissive. Although we explained our medical needs and financial limitations, we did not feel that our concerns were handled with compassion or urgency. Because we had never experienced an overnight delay like this before, we were frightened, overwhelmed, and unsure of what to expect. The options offered by the supervisor were not reasonable for our situation. We were told we could fly into Pensacola or be rerouted to Philadelphia through Texas and New Orleans before returning to Mobile. We explained that our vehicle was parked at Mobile Regional Airport and that we had no one available to pick us up from Pensacola or New Orleans. We also explained that, because of our age and medical conditions, taking additional flights farther away from home was not practical or safe. We did not have enough medication or money to remain away longer than planned, and our 14-year-old German Shepherd was home alone with food prepared for only three days. Despite these concerns, we were told that the Philadelphia and Pensacola options were the only choices available. We repeatedly explained that we had missed our connection because the Raleigh flight was delayed and arrived after our connecting flight had departed. However, the supervisor continued asking whether someone from Mobile could pick us up and then told us to hurry and make a decision because other customers were waiting. After several difficult exchanges, we felt we had no choice but to stay overnight and try again the next morning. When my husband asked where we were supposed to sleep, the supervisor laughed and said we could sleep in the airport. This was especially upsetting because we had just seen other passengers receive hotel rooms and vouchers. After repeated requests, we were eventually given hotel and taxi vouchers. We were also instructed to report to Gate E38 the next morning for standby on Flight 5844 at 9:30 a.m., while remaining confirmed for Flight 5970 at 8:30 p.m. if seats to Mobile did not become available. We had to ask for hotel and transportation assistance before it was provided, even though the delay was not our fault. We went to the hotel, where we had to pay a $50 deposit, tip the cab driver $10, and spend an additional $48 on food. Because we had been instructed to return to the airport by 6:00 a.m., we were unable to rest. We arranged for the driver to pick us up at 5:30 a.m. and tipped the cab driver for another $10. We also tipped the two young men who assisted us from the customer service desk to the gate $10 each. They stayed with us until we were finished at the desk and safely in the cab. Their kindness and assistance meant a great deal to us during an extremely difficult and upsetting evening. When we arrived at the standby area the next morning, we met two very kind and helpful employees, Delicious and Ms. Deidra V. Ms. Deidra reviewed our information and discovered that we had not actually been added to the standby list, even though we had been given a handwritten ticket marked “Standby” by Supervisor Shanetta the night before. This was extremely upsetting because we had returned to the airport believing we had a chance to get on an earlier flight home. Ms. Deidra immediately added us to the standby list and explained that we would need to wait to see whether seats became available. We sat at Gate E38 for approximately five hours, anxious and praying that we would be able to get home that day. We had not eaten, and although we had two food vouchers worth $12 each, we were unable to use them while waiting. At approximately 10:15 a.m., we were finally assigned seats on the 11:11 a.m. flight. Ms. Deidra kept us informed throughout the process, took my phone number so she could make sure we were at the correct gate when seats were assigned, and treated us with compassion and respect. She even called after we arrived home to make sure we were safe and that our dog, Sheba, was okay. We are truly grateful for employees like Ms. Deidra. If we had received even a small amount of that compassion the night before, this complaint likely would not have been necessary. I understand that flight delays can happen. However, what made this experience unacceptable was the lack of compassion, poor communication, and rude customer service we received during a stressful situation involving elderly passengers with medical needs. We incurred additional expenses, including food, hotel-related costs, transportation tips, and an extra day of parking at Mobile Regional Airport. We were also deeply worried about being away from home longer than expected because our 14-year-old German Shepherd had food prepared for only three days. I respectfully request that American Airlines review this matter, including the handling of our delayed connection, the failure to properly place us on the standby list, and the harsh conduct of Supervisor Shanetta. I also request reimbursement or appropriate compensation for the additional expenses, inconvenience, and distress we experienced as a result of the delay and the customer service that followed. This experience has left us extremely disappointed in American Airlines. We hope your company will take this complaint seriously, review what happened, and provide a fair resolution. Elderly passengers, especially those with medical needs, should be treated with patience, compassion, and respect during unexpected travel disruptions. Sincerely, Mr. and Mrs. Charlie E. Ford, Jr. Scheduled itinerary: June 10 through June 13, extended to June 14. Confirmation code: CIMQNU. See attachment.
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Verified | Aug 1, 2026
Poor schedule management
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