A laughable response from AA customer service
On August 12, 2016, AA flight 152 from Washington, DC (DCA) to Dallas/Fort Worth (DFW) was diverted to Austin due to the inclement weather in the Dallas area. We remained in the tarmac for five hours. Two hours into the diversion (tarmac) the crew ran out of drinking water and we were limited to juices and alcohol (first class).
I contacted American Airlines and cited the Department of Transportation regulation and stating how they were clearly violating same. A few weeks back AA gave me 25,000 miles for the inconvenience after I sent them a nasty rant for ignoring my initial complaint.
Today, however, I received another response from someone at AA. Read an excerpt of the email below.
As you know, in this instance your flight, Flight 152, landed in Austin at 5:32pm. The flight parked at a remote location due to the limited number of gates available. According to the station, air stairs were brought to the aircraft at 7:50pm; however, we were not able to conclude that an announcement was made advising passengers of the opportunity to deplane remotely. It appears that the station personnel were of the impression that no passengers wanted to deplane, so they left the aircraft to attend to other diverted aircraft. Our records indicate passengers commenced deplaning at 10:24pm via air stairs and were transported to the terminal by shuttle. We realize this situation resulted in an extended tarmac delay for this flight and understand this was a frustrating situation.
What a false disregard for our complaint. No one was allowed to leave. No announcement was EVER made. I guess we should have opened the doors ourselves? lol. In fact, the air stairs didn’t arrive until 10pm when a woman called 9-1-1 and falsely claimed to be experiencing blood pressure issues. So their time-frame is totally incorrect and misleading. It seems as if American is trying to save their asses from another hefty fine from the DOT for violating the tarmac-max rule.
Have you had a similar experience on American?
Feature image: Courtesy of Wikipedia