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“Worst time of my life”

written by Shubie on 11/07/2016

I booked a flight to Roswell New Mexico for my son and I for his birthday. I planned this trip 6 months in advance and paid for our airline tickets. The day of the flight July 1, 2016 we were told that there had been a schedule change and we had missed our rescheduled flight. As I explained to the ticket agent at Burbank airport, I had booked this flight through Expedia. After making a phone call she told us that AA had informed Expedia but Expedia failed to give us the information. The ticket agent at Burbank airport, He, proceeded to tell us that there were still seats available on my original flight but told us we would have to change planes twice. Once in Phoenix and once in Dallas which would then connect us to our destination, Roswell New Mexico. She gave us 3 boarding passes each and sent us on our way, not telling us that we were on standby once we got to Phoenix. After waiting hours for our connecting flight, we had the door slammed in our faces and basically waved away by the gate attendant telling us we could take it up with customer service. After speaking to customer service we were left with the option of spending the night in Phoenix or Dallas. Being totally confused about what to do, we decide to find a hotel in Phoenix for the night. From our hotel I called Expedia to help me figure out what our next step should be. After one hour and 26 minutes on hold while Expedia tried to get a hold of American Airlines and fix our situation it was finally resolved. That is a ridiculous amount of time to have a customer on vacation waiting for a solution to a problem that should have never happened. Planning a trip 6 months in advance and being put on standby is beyond belief. The next day we continued on with our trip and had a very nice time. We flew home on July 5, 2016 with a plane change in Phoenix. At that time, being that the lay over was over 4 hours, we turned in our tickets and rented a car to drive back to Los Angeles. I would hope that we could get a refund on the last leg of our flight that we didn't use. It's extremely aggravating to hear that there is a fee to do anything like that. Basically we would probably be getting $20 bucks back, I am assuming. I'll never fly American Airlines again and God knows I'll make sure to tell everyone about the horrible customer service we received. A time that should have been so happy started off with the worst day of our lives happening. Had our tickets 6 months prior, paid for and all, only to be treated like trash and waved away like we tried to get on the plane 5 minutes before it took off. Wow.