In the case of Flight 1348, according to interviews with four passengers plus officials at American, the problems were compounded by a lack of staff, the result of cost-cutting and holiday vacations, and some bad decisions.

American's Austin operations were overwhelmed when 14 planes landed unexpectedly, American says. The airline delivered some snacks and drinks to airplanes, but quickly ran out. A worker tried to service toilets when he could get time, but was held back by lightning. American tried to call in more staff with little success due to the holiday weekend. "We got caught short-handed," says American spokesman John Hotard.
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Instead of opening a gate for Flight 1348, American's four gates were used to operate the airline's regular schedule, including a few flights to Dallas that did depart. "The pilot kept telling us they would not give us a gate," says Katie Dickson, who was trying to get to Belize with her husband and five-year-old daughter. "At one point he said, 'I am so embarrassed for American Airlines.' "