A storm system pummeled the Dallas – Fort Worth area on Sunday, leading to mammoth flight delays, cancellations, and diversions on American Airlines. But while the weather is beyond AA’s control, the ground handling and technological deficits demonstrate the true operational meltdown.
American Airlines Operational Meltdown – It Wasn’t The Weather…
Sunday was not a good day for American from an operational perspective. By the end of the day, the carrier had chalked up:
- 874 delays
- 276 cancellations
While the nexus of the delay was in Dallas, the inability of aircraft to depart from and land at American’s largest hub rippled across the network.
But the issue is deeper than a summer storm in Dallas.
While airlines cannot control the weather, they can can control how to deal with the impact of weather. This was the scene in Terminal D at DFW:
Terminal D rebooking line goes for as far as the eye can see… pic.twitter.com/PLm3Q2QTau
— joepercussion1 (@joepercussion1) August 1, 2021
Why was the line so long in Terminal D and in other terminals?
Only 2 agents working the counter too… Terminal A is about 15 gates deep for the customer service line
— joepercussion1 (@joepercussion1) August 2, 2021
It’s the ultimate icing on the cake, isn’t it? Your flight is severely delayed or cancelled and then you spend three more hours in line trying to sort it out.
Here’s where American Airlines really has control and is still thinking in such outmoded terms. Two agents on a duty when thousands of experienced flight delays? A mobile app that cannot offer passengers viable rebooking options?
This is what makes people hate American Airlines…it’s not the weather.
Talking to a live human agent is like a security blanket: probably unnecessary, but that personal touch is appreciated during a delay. When faced with operational issues of this magnitude, it is all-hands on deck.
I find it absurd that an airline the size of American Airlines could not find more than two agents to staff its customer services lines during a storm which temporarily shut down the airport. There’s no excuse.
Furthermore, it is amazing to me that American Airlines has not developed a website or mobile app actually capable of offering viable rebooking option along with a guide to help empower passengers to rebook themselves.
I get it – delays and cancellations happen and there is limited space. But tell people to keep refreshing as seats rapidly appear and disappear. Just because you initially don’t see options until the following day doesn’t mean that won’t change in a matter of minutes…or seconds. But passengers must be empowered to keep looking and technology should be user-friendly and easy…it is a win-win for the airline and consumer.
CONCLUSION
The true story about the operational meltdown at American Airlines is not the ~1,100 delays and cancellations, but the two agents on duty with lines to speak to an agent literally a mile long. Delays are inevitable, but American Airlines must do a far better job of managing those delays through proper staffing and technology.
I stepped into EWR on the morning (8/15/2006 I believe) when the TSA suddenly initiated the new 3 oz liquid policy (or whatever it is). The ticketing/baggage drop area was insane. I think it took 4 or 5 hours of standing in line to get rebooked. Woe be to those that needed to pee. It was truly sad seeing all the people that had purchased perfume in NYC having to put it into a trash can.
Garbage? OMG that stuff was divided amongst the TSA workers.
Yeah, probably.
True story. I was in MSP that day and pilot gave me his bottle of Happy for Men because he was going to have to toss it. My wife liked it so much that I’ve worn that scent for the last 15 years.
Agreed! I watched agent throw away $230 worth of cosmetics while going through security in Little Rock Ark 7/2019. Sadly I had purchased the products in one of the airport store during a connection. Thankfully the company gave me a store credit and I was able to purchase items with the credit but I didn’t get the things that I had purchased before and I didn’t get no where near the amount of stuff because everything I purchased was on sale in the store and I no longer we’re carrying some of the sense and products that I purchased. So all around it was a total loss. It is a complete nightmare to try to bring any kind of liquor or alcohol home and it’s so expensive to have it shipped most countries won’t ship it to certain state in the US so it’s basically useless to have all of these duty-free companies inside the airport they should have them outside the airport for people to purchase when they’re leaving to go home.
Sorry for the typo errs. Silly voice texter…
My name is David my flight was canceled out of Detroit Monday night and I was quoted in the associated press article of which I called a new contact of mine after the horrible experience. The problem with American is they did not rebook people in the options they gave a day and a half later we’re redeye flights were load factors were probably next to nothing flying people all over the country taking 3 to 4 times the amount of time to get home. If you did not except that option instead of opening all available seats they left rates of $1000-$3000 or 30 to 55,000 points for a one-way ticket from Detroit to get home to Dallas on a two hour flight! What they should’ve done is open up every available seat and try to move their clients into those positions. If you did not except their options to move to a day and a half later with horrible flight times you were going to get gouged a premium to take the next available thing the day after…..I ended up re-booking on Southwest airlines for $308 one-way ticket from Detroit to get home to Dallas. American it would’ve cost me over $1000-$3000 if I went home yesterday and had to pay some ridiculous rate still with connecting flights. I am a pilot and in aviation for 35 years and American is not being transparent about the real front of their issues which is not the weather
Newsflash – as someone who’s witnessed the chaos of training thunderstorms over DFW probably hundreds of times over my lifetime, this is par for the course. It’s a good part of the reason why I start making contingency plans a couple of days out when I’m flying on a projected bad weather day.
You’d think AA could figure out staffing logistics for something like this with nearly 50 years of first-hand experience at the current airfield, but nope. What’s really inexcusable here is that the storms weren’t even a surprise – the weather forecast had been calling for widespread afternoon/evening t-storms on Sunday for days. In theory, you’d think AA could have planned ahead. But like I said, it’s always the same old song and dance. The airport shuts down, and it takes hours to get anything figured out.
Unfortunately it’s no longer AA, which would have known to be more prepared. Rather it’s the “New AA” which is run by America West turned UsAir Management. They were 2 tiny airlines, USAIR being in it’s THIRD bankruptcy when America West bought them out, and America West was a small hub in Phoenix, where the only weather is HOT.
The weather could have been dealt with if the company wasn’t already on life-support. I’m afraid we’re about to see yet another Legendary carrier take the plunge.
Agreed! AA has numerous issues that should have been corrected 20 years ago with all the updated technology there is no good excuse to benefit customers. Another example would be the company can’t keep record of credits given by the airline. My Flights during covid-19 were canceled by the airline and the company would only offer me credits that they could only mail to me in a paper form and I moved have no idea where they are so about $3,000 is basically worthless. Once they release the information to you they no longer keep up with it. Recently they have offered to start emailing the information to you but the customer is still responsible for keeping up with it. Ridiculous!!!
Exactly how many BILLIONS of dollars did they get from the US Treasury?
That will be $15 billion
AA has been horrible about this sort of thing for years now. They seem to act surprised and unprepared when severe weather impacts one or more of their major airports. Worse yet, what you usually end up with is a mammoth wait and a corporate shoulder shrug. Quick story: last August, our family was vacationing in Costa Rica. I had flown them down on AA using Avios miles; I used UA miles down and was using WN miles back home. A hurricane was forecast to impact south Florida around the time of our return and my family was connecting via MIA. I spent literally 6 hours holding for an AA agent, who did no better than offer me an alternate flight 2 WEEKS later.
In the end, I ate the Avios miles and bought tickets for them on my same Southwest flight home. And WN couldn’t have been nicer to deal with.
I fly weekly on American and I thank you for ripping them a new one! Flight schedule? What’s that.? They have no idea. Missed my connecting flight because original flight couldn’t leave on time. Had to fly to Boston instead of Providence and of course my bag went to Providence. Went to work in day old clothes. Went to Tampa and what? My bag is on its way to the Bahamas! Total incompetence!
I get where your coming from. AA is a self-serving mess that in my opinion only hires folks whom are LAZY , SELFCENTERED S.O.B’S. They have no direction of what’s going on, and are angry at the passengers when asked for a simple explanation of what’s going on. I myself don’t fly AA anymore and never will again.
Since many of these delays happen in the evening hours, many folks have to wait in line for hotel and/or meal vouchers. So many leisure travelers don’t have access to rental car contracts or even status with hotels that might get us a guaranteed room, let alone a business expense account that will pay for the hotel. I was almost stranded in DFW 2 weeks ago in a similar situation. I have top status with virtually everyone and still couldn’t find a rental car to drive to my destination or a hotel within 7 miles of the airport. AA pushed my flight hour after hour, changed gates 5 TIMES and eventually we did go out at midnight. Had we not gone out, most folks were SOL at that point or would have to UBER to a hotel miles away and be back for a flight first thing in the morning. Our gate agent said it was totally related to staffing issues and had very little to do with the weather. AA however, loves to use the weather as the excuse so they can get out of handing out vouchers. I’m so over them.
Oooh I see Greg, so it’s the passengers fault for not having status, got you!!
What on earth are you talking about? He didn’t say that or imply that.
Our 7am DFW-ORD was cancelled at about 2am this morning. The app and the website offered about a dozen of options; all connections (which was understandable given the circumstances). A few clicks later we were rebooked via CMH.
YMMV, but technology worked just fine for me.
“This is what makes me people hate American Airlines”… you NEED to have your coffee earlier on Monday mornings!
(As always, appreciate the content. It’s amazing that you churn out so much of it despite this not being your full time job)
I fully agree.
Was a member of their frequent flier program. Took 3 trips this year. AA found a way to drink every trip. Cancelled flights, delays and poor customer service.
And that was after buying first class tickets.
Southwest and Delta are now my preferred airlines
AA will find a way to drive theory company into bankruptcy
I work for a regional partner of American. And we’re hiring, but having trouble finding people. Agents like me, are burnt out, and frustrated as well with all the endless daily delays and cancellations.
For most passengers, the auto recomm system automatically rebooks the passengers on the next available flight to their destination.
I do encourage all passengers to read the Contract Of Carriage.
And then you all keep flying them because they are $20 cheaper…You get what you pay for I guess.
AA used to be my favorite airline. But their problems made me switch to Southwest 25+ years ago. Never looked back.
With social media, texting, mobile phones etc, why the hell would you stand in line folks?
I’ve had my flight cancelled and I went to the Admirals club, enjoyed a drink while I called to rebook.
Well JODE , a lot of us FOLK’S aren’t in the as you call it”STATUS” quo that you so SARCASTICLY noted , so therefore they didn’t have that choice. Your a real A!!-H!!!. Never would be your seatmate, Oh God No!!!
Same issue in terminal D but with air canada to europe. They put us on an AA flight to london then ba to brussels. Because of the storm aa brought out snacks but lord the line was so far back it was unbelievable, they told some people they could get them home in 4 days! I believe the only flights operating were international flights that day because we got out without a problem at all.
Wonder how many passengers paid the single day charge to enter an Admiral’s Club at DFW and rebook with the agents in the club? As for rebooking capabilities, UA’s app has outclassed AA’s for years for rebooking and almost everything else, IMHO.
Agreed!
The UA app slaughters the AA joke.
I fly UA, AA, and AS weekly but wish AS would take over AA.
AA does have a rebooking app – most cattle just do as told and go stand in line.
Sadly most of the cattle do not even have the attention span or patience to rebook online even if they found it.
F*** you all AA
I fly American several times a year for many years. No problems ever!
You are most definitely an anomaly
3x drunk driver doug has one goal at AA. That is loot shareholder equity and continue leveraging debt. AA pushes experienced agents to retire and hires new help that is simply not customer focused. The company is FUBAR and I have only seen it get magnitudes worse. But the WOKE agenda training is the number one priority.
Bring back Carty
I’ll say it again. I feel sorry for the rank and file. Corporate doesn’t give a shit about you on the front line. They have other priorities. There is no help coming for you.
United pulled the same crap on July 6 in EWR. It was insane, thousands of people and two agents. However, they had multiple employees trying to convince passengers to get out of line and use a QR code to rebook. Of course the QR code method didn’t work. The app would lock up and I couldn’t rebook and United.com was also down.
When I was a kid American was the gold standard. In fact my late father was a member of the Admiral’s Club in the era when one had to be invited to join (yes only white businessmen were invited).. My first solo passenger flight as a child was on American from DTW to LGA. They treated me as a prince! But also that was over 50 years ago. Reading this story about DFW and staffing/re-booking issues reminds me of my personal travel policy: If it’s under 1,000 miles, drive. If it’s over 1,000 miles, unless I am in J class and going scross the pond at my company’s expense, I stay home.
They may be to busy to run the actual business, but at least we know what these titans of industry think about BLM, white fragility, voting laws, Simone Biles, etc. Yeah I’m as outraged as others about all the money the airlines took, only to screw the people who are paying for it. But that’s on us the voter. Stop putting these people in office.
Even 5 years ago plus delta managed to be able to rebook me from jfk to ord in storms on the app. Was so easy.
“It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; who errs, who comes short again and again, because there is no effort without error and shortcoming; but who does actually strive to do the deeds; who knows great enthusiasms, the great devotions; who spends himself in a worthy cause; who at the best knows in the end the triumph of high achievement, and who at the worst, if he fails, at least fails while daring greatly, so that his place shall never be with those cold and timid souls who neither know victory nor defeat.” ― Theodore Roosevelt
Horrible airline. Left them in 1998 after they let the last LAX-SAN connecting flight leave knowing that a few of us were stuck on the ontime HNL-LAX plane due to a ramp SNAFU, then had us to take a shuttle ride down after dealing with rude and incompetent baggage service people. The last straw was a few months later when I took my family on an Alaska cruise. Booked using my AA miles 8-months earlier on Reno Air. AA bought Reno in the mean time. Got to the airport to check in for our ANC flight 2-hours early and was told that the flight had already left. AA changed the flight schedule after the merger and never contacted me about the change. I was simply told that I should have called and confirmed my flight a day earlier. I’ve only flown AA twice since then. Once for a job interview with my present company since they were paying and AA was the cheapest, and the other because they had the only nonstop to Dallas that would get me in early enough for an afternoon meeting.
DH and I were stranded by AA at Charlotte airport last week, 7.26.21, along with thousands of others. We recieved conflicting text messages about delay, cancellation and our bags, thoroughly confusing. Lines hours long to get rebooked, and or vouchers, AA reps conspicuously absent. But all food venues at airport were closed and hotels full. It was an epic fail on the part of AA as well as the airport. Though we found a hotel, and have requested reimbursement from AA, have heard nothing in response. Yes, the event began with weather, but in major AA hub, it was their choice to cancel hundreds of flights stranding thousands of passengers. Wheeling out carts with sandwiches and water would have at least created a lot of good will. Very disappointed by their handling of everything related to the trip.
There’s an incorrect detail in this article: you can change flights from the AA app. If your flight is delayed or canceled you can do it for free. I did it twice last week – including making flight changes while in-flight (on a flight that had been delayed). The gate agents were rude and useless, but the app gave me plenty of flight options due to a flight delay.
My point was not that this technology does not exist in theory, but that it is often buggy and non-functional. Furthermore, AA has done a terrible job in educating customers how to use their app and website.
What is there to educate?
You literally get a notification on your phone or pull up your PNR in the app and just follow the prompts.
The biggest issue I see is that people somehow think a human being is going to magically get them on an earlier flight or give them a hotel voucher. The people are the issue not app.
Not a big tech guy, but if you hit a button many times on any technology it will be slower. If hundreds are doing this? I think your complaint is rhetorical.
21st century and we all might as well be back in 1980….. only 1980 was a lot better when it came to customer service. A large part of this has to do with airlines only doing bare minimum training, let alone HOW to treat the customer. Just crank them all out – button pushers on the kiosk and no clue how to rebook people effectively and efficiently. Add to that 800 phone numbers unreachable or on hold for hours. NOBODY CARES.
Today I am in FAI, waiting for a flight to ORD then IAH.
AA sent me an email saying they are offering alternate flights. I click on the link and it says “Error”.
I tried the website: “Error”.
The Exec. Plat. recording says they will call back in 4 hours.
Every week I get these fake “same day change” offers from AA.
I have five more flights on AA in August and then I am done with them. I will book AS and UA goung forward, both of which have better apps, better websites, better phone agents, and better airport agents.
AA is concerned with profits over people. The old AA was a classy Carrier, now it is 1/10th of the staff, over thCarter, of the old AA. Mr. Parker, only knows how to run a low cost carrier, like America West, it work with USAirwsys, but the old AA was too big for it to work. It’s time for Parker to resign, and take the heat for everything.
35+ year AA employee. Couldn’t agree more and it’s only going to get worse.
The current management is only interested in supporting Marxist hate groups, being “woke” , being social justice warriors, stuffing their pockets, and lounging at their Taj Mahal new headquarters , while the airport employees work in a filthy environment using 1970s technology and broken equipment.
And that’s the way it’s going to be—-UNLESS customers make it clear to them (and more importantly, the Board of Directors) that running an efficient airline is more important to you than a company being “woke.”
You can rebook your self on aa website. Hotels are not provided. So no need to see an agent.