This week I had a 1:00 meeting in Atlanta on Monday afternoon. Hating to leave my family on Sunday, I chose the 6 AM American Airlines flight to DFW that connected to an 8:30 flight to ATL. If all went right I would arrive at my meeting just on time.
But when I got to the gate, American Airlines flight 1250 was shown as being delayed by what later turned out to be 75 or so minutes.
Did the gate agents apologize for the delay? No, even though they made several announcements about the flight being full including warning the stand-by’s to stay away from the counter.
No reason was ever given for the delay. How difficult would it have been for the gate agent to say, "Ladies and gentlemen, we apologize for the delay. Our aircraft has been delayed for mechanical (or weather) reasons." Or whatever the reason was. Then the captain could have repeated the same thing in his announcement. It would have shown us that American Airlines valued our time and was sorry for our inconvenience. (They could have shown us some “love.” But evidently that’s over at Southwest Airlines.)
Passengers understand that these things happen. But by ignoring them American makes us feel like they don´t care.
Not a big deal you think? I have a choice when I fly to Atlanta, site of my corporation’s home office. I can choose Continental or I can choose American. This is the second time in a row, American’s DFW-ATL leg has been delayed. I can just as easily fly Continental, although I have to fold my tall frame into their smaller jets.
So the straw that breaks the camel’s back is the lack of empathy shown by the gate agents.
Yesterday I booked my next round trip to Atlanta.
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