Originally Posted by
david_oz
Apologies in advance for the long post. I was booked on AA4132 from YYC to DFW scheduled to leave at 6:30 this morning. I had approx 8 hour layover scheduled before my 7pm flight to LHR. We boarded on time around 6am, then the pilots discovered a leak. They tried to fix it, but gave up around 7:30am and everybody deplaned. For the next two hours, everybody was told to stay at the gate just in case, but no announcements were made.
It’s now 11:05 and still no announcements. The only way to get any information is to line up in the lengthy line. Every hour, they add another hour to the delay. Meanwhile nobody is communicating with the front line staff who are trying to handle this gong show.
When you complain to AA - and please do - mention failure to follow their Customer Service Plan re: delay announcements.
American Airlines and American Eagle will provide customers at the airport and onboard an affected aircraft with timely and frequent updates regarding known delays, cancellations, and diversions within 30 minutes of becoming aware of the flight irregularity, and will strive to provide the best available information concerning the duration of delays and, to the extent available, the flight's anticipated departure time.
If you think service standards under Canadian law were breached, go for it. I can't find anything in U.S. regs.
https://www.aa.com/i18n/customer-ser...rvice-plan.jsp
IMHO, it's not a matter of empowering AA employees. Employees don't give a flip. Ask me at how many AAirports I've seen this behavior, including Supervisor level.