Epic Disgrace by AA on 2/26 AA126 HKG-DFW diversion to HND
#16
Join Date: Oct 2003
Posts: 2,298
Did they provide transportation to the Hilton? HND transportation tends to close down after 2 am (late night limo bus) and doesn't resume until 5 am (train). That's a long time to wait after such incidents. MK Taxi offers a flat rate https://tokyomk.com/en/airport.html
7-11 has 24 hour locations & ATMs in HND terminal which would allow her to withdraw cash for food and transportation. Seven bank ATMs work with international accounts https://www.sevenbank.co.jp/intlcard/index2.html
7-11 has 24 hour locations & ATMs in HND terminal which would allow her to withdraw cash for food and transportation. Seven bank ATMs work with international accounts https://www.sevenbank.co.jp/intlcard/index2.html
#17
Original Poster
Join Date: Nov 2014
Location: LHR, DFW, J Cabins WorldWide
Programs: AA EXP, UA GS, FB Gold, AS MVPG, MR Titanium, VS Gold
Posts: 954
I'm shocked that passengers would be kept on board for four hours after landing when the MX problem was toilets that didn't work. People need to use toilets and moreover there might have been a smell or even hygiene issues if overflowing sewage was present in the cabin. To me this is much more serious than hotel and food vouchers.
As an update, I got her to hotel no issue, but now the ongoing flight is delayed till 930pm the following day - and they will not let me change her to the 620PM NRT DFW flight either because she has checked bags... that they couldnt reclaim tonight because no AA staff that late at HND aparently. So now she is trapped on this flight unless she gets up super early (less than 7hr after getting off the plane) to go BACK to HND from Shinjuku, get her bags, then hope she can still swap to the NRT flight then treck there. What a nightmare.
Did they provide transportation to the Hilton? HND transportation tends to close down after 2 am (late night limo bus) and doesn't resume until 5 am (train). That's a long time to wait after such incidents. MK Taxi offers a flat rate https://tokyomk.com/en/airport.html
7-11 has 24 hour locations & ATMs in HND terminal which would allow her to withdraw cash for food and transportation. Seven bank ATMs work with international accounts https://www.sevenbank.co.jp/intlcard/index2.html
7-11 has 24 hour locations & ATMs in HND terminal which would allow her to withdraw cash for food and transportation. Seven bank ATMs work with international accounts https://www.sevenbank.co.jp/intlcard/index2.html
I was able to get the Hilton to take my CC for her rate + food, so she is all set now thank goodness.
#19
Join Date: Oct 2006
Location: Long Beach, CA
Programs: AA PLTPRO, HH Diamond, IHG Plat, Marriott Plat, Hyatt Globalist
Posts: 3,557
What a nightmare! If there was no voucher provided, why did they send everyone to the Hilton in Shinjuku? Presumably there would be something much closer and easier to access from HND?
#20
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Absence of updates regarding length of delay can also run into DOT rules.
#21
Join Date: Sep 2017
Location: PNW
Programs: AS 75K, Marriott Titanium, Hilton Diamond, IHG Platinum
Posts: 60
#22
Original Poster
Join Date: Nov 2014
Location: LHR, DFW, J Cabins WorldWide
Programs: AA EXP, UA GS, FB Gold, AS MVPG, MR Titanium, VS Gold
Posts: 954
Nope, it was the one in Shinjuku. Although interestingly enough, GF said that she said the flight crew head towards the hotel in terminal in Haneda, thought she was told they were sold out for the night.
This is what I thought... I will def be contacting customer care about this once shes back here in the states.
This is what I thought... I will def be contacting customer care about this once shes back here in the states.
#23
Join Date: Mar 2010
Location: LAX
Programs: AA Plat, DL, AS, UA, IHG Plat
Posts: 2,391
#24
Join Date: Jul 2011
Location: ARN
Programs: Bit of this, bit of that
Posts: 454
Doesn't sound like an ideal situation. Especially the handling of hotels.
Not being overly familiar with AA ops due to where I am based, I wanted to ask just how often there are issues on LAX/DFW-HKG? I have read a few things lately but is it really so often?
Im booked on AA193 in F next month and will already be on a long layover at LAX, so hoping for a smooth trip.
Not being overly familiar with AA ops due to where I am based, I wanted to ask just how often there are issues on LAX/DFW-HKG? I have read a few things lately but is it really so often?
Im booked on AA193 in F next month and will already be on a long layover at LAX, so hoping for a smooth trip.
#25
Suspended
Join Date: May 2013
Location: NYC
Programs: DL Diamond, AAdvantage EXP, Hyatt Explorist, HHonors Diamond, Avis First
Posts: 7,344
Doesn't sound like an ideal situation. Especially the handling of hotels.
Not being overly familiar with AA ops due to where I am based, I wanted to ask just how often there are issues on LAX/DFW-HKG? I have read a few things lately but is it really so often?
Im booked on AA193 in F next month and will already be on a long layover at LAX, so hoping for a smooth trip.
Not being overly familiar with AA ops due to where I am based, I wanted to ask just how often there are issues on LAX/DFW-HKG? I have read a few things lately but is it really so often?
Im booked on AA193 in F next month and will already be on a long layover at LAX, so hoping for a smooth trip.
#26
Join Date: Jul 2011
Location: ARN
Programs: Bit of this, bit of that
Posts: 454
that doesnt instill much confidence.
Sadly although CX or JL F wouldhave been preferable it wasn't an option. Options consisted of AA or stay home.
TBH ive set my expectations pretty low, hopefully they will be exceded. Or win the rebooking lottery and be moved to CX flight, though I'd rate that as about a 0.001% chance of happening.
Sadly although CX or JL F wouldhave been preferable it wasn't an option. Options consisted of AA or stay home.
TBH ive set my expectations pretty low, hopefully they will be exceded. Or win the rebooking lottery and be moved to CX flight, though I'd rate that as about a 0.001% chance of happening.
#30
Join Date: Jul 2006
Location: Dallas
Programs: AA EXP (2MM),BA Gold
Posts: 206
I am traveling in AA 126. The issue was a broken water line (not lav issue) that was leaking into the cabin and had leaked over 2/3 of the water available. Flight deck crew tried to fix or isolate the leak but couldnt. Yes, we were on plane 4+ hours; yes there was no service. I asked for water and got some but pax were basically on their own.
1. Communication was bad, at one point 2 hours with no updates. I was in F so able to talk to crew gathered in galley and get some info.
2. JAL and AA ground staff worked very hard - they had 10+ maintenance staff on the plane.
3. They thought they had a fix but crew was gong illegal. And fix didnt hold. Have to fly in parts.
4. There were issues on disembarking because of visas - mainly for Chinese foreign nationals that didnt have visas for Japan.
5. Once decided to get folks off, it took almost an hour to get buses.
6. From there, for me, it got much better. Each F pax got an escort to help them through immigration and customs; and they gave us hotel rooms at hotel I terminal.
7. The sagas not over but its the first Ive ever encountered anything like this on AA after 5 million plus MM miles.
1. Communication was bad, at one point 2 hours with no updates. I was in F so able to talk to crew gathered in galley and get some info.
2. JAL and AA ground staff worked very hard - they had 10+ maintenance staff on the plane.
3. They thought they had a fix but crew was gong illegal. And fix didnt hold. Have to fly in parts.
4. There were issues on disembarking because of visas - mainly for Chinese foreign nationals that didnt have visas for Japan.
5. Once decided to get folks off, it took almost an hour to get buses.
6. From there, for me, it got much better. Each F pax got an escort to help them through immigration and customs; and they gave us hotel rooms at hotel I terminal.
7. The sagas not over but its the first Ive ever encountered anything like this on AA after 5 million plus MM miles.