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Epic Disgrace by AA on 2/26 AA126 HKG-DFW diversion to HND

Epic Disgrace by AA on 2/26 AA126 HKG-DFW diversion to HND

Old Feb 26, 2019, 2:31 pm
  #16  
 
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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
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Old Feb 26, 2019, 2:33 pm
  #17  
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Originally Posted by MSPeconomist
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.
That PLUS no food or water was offered while they were on the ground.

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.

Originally Posted by freecia
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
Nope, told everyone to get a taxi or "find their own way", I got her a Uber Black so left immediatly, she said she recognized at least 20 people in the taxi line from her flight alone.

I was able to get the Hilton to take my CC for her rate + food, so she is all set now thank goodness.
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Old Feb 26, 2019, 2:40 pm
  #18  
 
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Originally Posted by 3Cforme
AA was 3x the rate of Allegiant, Delta and Spirit, however.
Hahahaha. Good lord. Amateur hour at HP AA ops center.
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Old Feb 26, 2019, 2:46 pm
  #19  
 
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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?
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Old Feb 26, 2019, 3:50 pm
  #20  
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Originally Posted by IWontRegretThis
They were aparently kept on the plane for just about ~4hr, with no food or drink distributed in y or J (GF was in J); or any information given by the pilots/crew the entire time besides the original mech anouncment.
Those are interesting observations. I'm not sure that the U.S. DOT's duty of care provisions (drink and food) after a two hour delay are sidestepped because of an international diversion.

Absence of updates regarding length of delay can also run into DOT rules.
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Old Feb 26, 2019, 4:21 pm
  #21  
 
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Originally Posted by OskiBear
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?
Perhaps the agent really meant the Hilton Tokyo Odaiba?
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Old Feb 26, 2019, 4:26 pm
  #22  
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Originally Posted by gobi
Perhaps the agent really meant the Hilton Tokyo Odaiba?
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.

Originally Posted by 3Cforme
Those are interesting observations. I'm not sure that the U.S. DOT's duty of care provisions (drink and food) after a two hour delay are sidestepped because of an international diversion.

Absence of updates regarding length of delay can also run into DOT rules.
This is what I thought... I will def be contacting customer care about this once shes back here in the states.
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Old Feb 26, 2019, 4:59 pm
  #23  
 
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Originally Posted by AANYC1981
My diversion experience on this flight was handled much better and we even had to divert to TPE which has no AA staff (maybe that's why it was handled appropriately).
We all know that's exactly why it was handled properly
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Old Feb 26, 2019, 5:38 pm
  #24  
 
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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.
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Old Feb 26, 2019, 5:45 pm
  #25  
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Originally Posted by flylonghaul
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.
best of luck to you....wrong airline to fly to HKG.
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Old Feb 26, 2019, 5:52 pm
  #26  
 
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Originally Posted by AANYC1981


best of luck to you....wrong airline to fly to HKG.
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.
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Old Feb 26, 2019, 6:09 pm
  #27  
 
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At least it wasn't Narita.
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Old Feb 26, 2019, 6:15 pm
  #28  
 
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A narrow slice of the story- but i am amazed at people who will travel halfway around the world without a credit card and at least $100 in cash. Doodoo happens.
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Old Feb 26, 2019, 6:44 pm
  #29  
 
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Originally Posted by enviroian
Above the industry average? Who are they benchmarking against--Air Koryo?
air koryo never cancels.
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Old Feb 26, 2019, 6:48 pm
  #30  
 
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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.
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