Tired of it: he waited for hours on the line - and in the end drove to the airport to change flight
A customer of American Airlines was unable to change his flight date, gave up and drove to the airport counter to make the change.
Company spokesman: "Weather and air traffic control problems caused long waiting times"
Tuesday, 05 July 2022, 08:24 Updated: 08:28
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An American Airlines worker attacked a passenger with a cart and got off the flight (Photo: Facebook)
It is said that if you want something to be done properly - do it yourself.
Well, there are those who take this advice very literally.
The manager of an American radio station named Brian Driver was in Denver, Colorado for business meetings.
The meetings ended two days before the expected date, and Driver decided to return home earlier.
He called American Airlines, through which he booked the flight tickets, to change the flight date back.
He did not expect that he would have to wait for a representative for long hours.
"Without a doubt, it was the worst representative waiting experience I have ever had from airlines," Driver told the Wall Street Journal.
The worst representative waiting experience I have ever had from airlines. "American Airlines (Photo: AP, AP)
Not on the site nor in the app
At first, Driver tried to change his flight date on the airline's website.
After the system on the site did not allow him to make the desired change, he tried to do so through the company’s app.
This attempt was also crowned as a failure.
Eventually, he was able to chat with a service representative via chat.
Although the representative changed the flight date, he could not change the requested seat on the flight.
The incident happened on June 16, and what the driver did not know was that on that day, airlines in the United States canceled or delayed more than 10,000 domestic flights across the country.
Eventually, Driver got a phone call from American Airlines, but that happened when he was immersed in a deep night's sleep, at 1:38 p.m.
When he tried to get back to the representative later that day, the phone lines were busy all the time, and he came across an automatic message asking callers to try later.
And that's exactly what Driver did, only to spend three hours and 45 minutes waiting.
In desperation, the man simply decided to drive straight to Denver Airport, where he made the change.
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The phone lines were busy all the time (Photo: ShutterStock)
The busiest day of the year
A spokesman for American Airlines told Business Insider that the weather and air traffic control issues had caused the long wait times.
"These challenges, combined with an exceptional request from this customer, have resulted in an experience that is not expected from what we strive to provide to our customers," the spokesman said, adding that the company's customer service waiting times are "significantly lower now."
Huffpost reports that in the last weekend of June, the number of flights canceled or canceled worldwide reached 23,000, with the busiest day recorded this year being Friday.