American Airlines passengers reacted angrily to a string of mechanical delays in Miami which ultimately took over 21 hours to resolve, with chaos being reported onboard to Santiago, Chile. Once again, the root of the problem is communication.
American Airlines Mechanical Delay Made Far Worse By Lack Of Communication
On August 30, 2022, AA957, set to take passengers from Miami (MIA) to Santiago (SCL), encountered a mechanical delay. The flight was operated by a Boeing 787-8. Passengers sat for hours onboard waiting for an update before the announcement was made that the flight would operate the following afternoon.
But the following afternoon, even after passengers boarded the flight once again, the mechanical issue on the same aircraft had not been resolved. A further delay ensued, but this time it was even worse. Why? According to passenger accounts, American Airlines totally kept them in the dark concerning the expected duration of the delay. To make matters worse, the air conditioning was not turned up onboard, causing extreme heat and even fainting onboard:
— Aventura de a dos (@aventuradeados_) August 31, 2022
The flight ultimately took off more than 21 hours late.
We see a familiar theme with American Airlines, namely a lack of communication. Delays are rarely pleasant but become far worse when passengers are not given the courtesy and respect of frequent updates, even if there is no update. In the video above, we do hear an update from the captain, but it may be a bit late when passengers are already fainting.
Here, we also have passengers sitting on a hot plane in the midst of summer in Miami. Was there no auxiliary power hooked up? How did the plane become so hot?
American Airlines has a lot of explaining to do, but more importantly, should look at this incident and the recent incident in Bermuda and realize it has a huge communication problem. It’s time to start being clear to passengers about the reason for delays.
Communication is key in any relationship. A lack of timely communication indicates a lack of respect. Here, American Airlines made a mechanical delay much worse by failing to communicate with its passengers far more frequently, even if it was simply, “Folks, sorry for the continued delay. Our mechanics are still working on the problem. We don’t know yet how long it will take.”
Were you on AA957? Please share your experience below.