Originally Posted by
Uncle Nonny
Refund everyone's ticket.
Be proactive instead of reactive. Issues should not have to make the internet before they re resolved in a common sense manner. For every occurrence such as this one, there are dozens that go unnoticed by the general public.
It's been nearly 3 weeks since the flight. Sounds like the group did contact AA but got a brush-off, although it's not clear exactly what the timeline of that is given they were all in Mexico and probably focused on other things (including getting the lost luggage...).
I guess this is also what happens when you farm out customer relations to bots and form letters.