Epic Disgrace by AA on 2/26 AA126 HKG-DFW diversion to HND
Feb 26, 2019, 11:13 am
#1
Original Poster
Join Date: Nov 2014
Location: LHR, DFW, J Cabins WorldWide
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Epic Disgrace by AA on 2/26 AA126 HKG-DFW diversion to HND
GF is currently in the middle of this debacle -
HKG-DFW, about ~4hrs in, has a issue with toilets, forcing diversion to HND
https://flightaware.com/live/flight/...755Z/VHHH/RJAA
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.
Offloaded via bus to terminal after 2AM, told agent will meet them landside to figure everything else out.
Agent tells everyone they are basically on their own, to go book at room at the Hilton Toyko (about a 35min drive away); and to take on all costs to get reiumbursed for later. No vouchers for hotel or food given, even when agent was pressed "we dont have to give out food vouchers if we say we are going to cover the hotel room". Note this is for an overnight delay from 10pm to 6pm next day - where they had last been fed around 6pm local time.
Because my GF doesnt have a card on her, I had to call ahead to the hilton and they will get me to fill out a CC auth form so she can even check in and get food. I have never in 600k+ flying on AA mostly long haul, ever had a delay/cancelation handled this poorly. Hell, even 2 of the EXP agents I called while she was sitting on the plane tried to straight up lie to me about the plane status (one claimed she had already re-taken off again) amougn other unhelpful comments from them.
Sorry for the long rant, but anyone else stuck on this flight?
HKG-DFW, about ~4hrs in, has a issue with toilets, forcing diversion to HND
https://flightaware.com/live/flight/...755Z/VHHH/RJAA
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.
Offloaded via bus to terminal after 2AM, told agent will meet them landside to figure everything else out.
Agent tells everyone they are basically on their own, to go book at room at the Hilton Toyko (about a 35min drive away); and to take on all costs to get reiumbursed for later. No vouchers for hotel or food given, even when agent was pressed "we dont have to give out food vouchers if we say we are going to cover the hotel room". Note this is for an overnight delay from 10pm to 6pm next day - where they had last been fed around 6pm local time.
Because my GF doesnt have a card on her, I had to call ahead to the hilton and they will get me to fill out a CC auth form so she can even check in and get food. I have never in 600k+ flying on AA mostly long haul, ever had a delay/cancelation handled this poorly. Hell, even 2 of the EXP agents I called while she was sitting on the plane tried to straight up lie to me about the plane status (one claimed she had already re-taken off again) amougn other unhelpful comments from them.
Sorry for the long rant, but anyone else stuck on this flight?
Feb 26, 2019, 11:27 am
#2
Join Date: Apr 2008
Location: TX
Programs: AA: EXP MR: Ti
Posts: 495
GF is currently in the middle of this debacle -
HKG-DFW, about ~4hrs in, has a issue with toilets, forcing diversion to HND
https://flightaware.com/live/flight/...755Z/VHHH/RJAA
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.
Offloaded via bus to terminal after 2AM, told agent will meet them landside to figure everything else out.
Agent tells everyone they are basically on their own, to go book at room at the Hilton Toyko (about a 35min drive away); and to take on all costs to get reiumbursed for later. No vouchers for hotel or food given, even when agent was pressed "we dont have to give out food vouchers if we say we are going to cover the hotel room". Note this is for an overnight delay from 10pm to 6pm next day - where they had last been fed around 6pm local time.
Because my GF doesnt have a card on her, I had to call ahead to the hilton and they will get me to fill out a CC auth form so she can even check in and get food. I have never in 600k+ flying on AA mostly long haul, ever had a delay/cancelation handled this poorly. Hell, even 2 of the EXP agents I called while she was sitting on the plane tried to straight up lie to me about the plane status (one claimed she had already re-taken off again) amougn other unhelpful comments from them.
Sorry for the long rant, but anyone else stuck on this flight?
HKG-DFW, about ~4hrs in, has a issue with toilets, forcing diversion to HND
https://flightaware.com/live/flight/...755Z/VHHH/RJAA
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.
Offloaded via bus to terminal after 2AM, told agent will meet them landside to figure everything else out.
Agent tells everyone they are basically on their own, to go book at room at the Hilton Toyko (about a 35min drive away); and to take on all costs to get reiumbursed for later. No vouchers for hotel or food given, even when agent was pressed "we dont have to give out food vouchers if we say we are going to cover the hotel room". Note this is for an overnight delay from 10pm to 6pm next day - where they had last been fed around 6pm local time.
Because my GF doesnt have a card on her, I had to call ahead to the hilton and they will get me to fill out a CC auth form so she can even check in and get food. I have never in 600k+ flying on AA mostly long haul, ever had a delay/cancelation handled this poorly. Hell, even 2 of the EXP agents I called while she was sitting on the plane tried to straight up lie to me about the plane status (one claimed she had already re-taken off again) amougn other unhelpful comments from them.
Sorry for the long rant, but anyone else stuck on this flight?
These flights (DFW/LAX to and from HKG) are subject to the worst operational issues, and it happens way too often. Additionally, the response of the airline in the situation seems to fail way too often given how frequently incidents happen. It is certainly unacceptable to put the burden of accommodation fully on passengers, especially given the possibility that some passengers may not be in a position to handle it themselves for a number of reasons.
I would, however, dial back the fire for the EXP desk. Not sure what you think they're able to accomplish. Further, they're not lying to you. They're trying to interpret changing and imperfect real-time information. No one at a call center in Dallas, Charlotte or wherever is going to solve this problem as it is happening. They'll be helpful on the back-end of this.
Feb 26, 2019, 11:35 am
#3
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These flights (DFW/LAX to and from HKG) are subject to the worst operational issues, and it happens way too often. Additionally, the response of the airline in the situation seems to fail way too often given how frequently incidents happen. It is certainly unacceptable to put the burden of accommodation fully on passengers, especially given the possibility that some passengers may not be in a position to handle it themselves for a number of reasons.
I would, however, dial back the fire for the EXP desk. Not sure what you think they're able to accomplish. Further, they're not lying to you. They're trying to interpret changing and imperfect real-time information. No one at a call center in Dallas, Charlotte or wherever is going to solve this problem as it is happening. They'll be helpful on the back-end of this.
I would, however, dial back the fire for the EXP desk. Not sure what you think they're able to accomplish. Further, they're not lying to you. They're trying to interpret changing and imperfect real-time information. No one at a call center in Dallas, Charlotte or wherever is going to solve this problem as it is happening. They'll be helpful on the back-end of this.
I remember when EXP desk would move mountain and earth, including getting me situated in hotels with vouchers.
Feb 26, 2019, 11:38 am
#4
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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).
I'll hold back comments about the lack of traveling without a CC.
AA really needs to get it's act together with these HKG flights.
I'll hold back comments about the lack of traveling without a CC.
AA really needs to get it's act together with these HKG flights.
Feb 26, 2019, 11:49 am
#5
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Join Date: Nov 2003
Location: Wesley Chapel, FL
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With all the mx delays and problems going on with AA......does anyone know or can confirm is AA statistically dead last in mechanical delays?
Wow.
Sorry to hear OP.
Does you GF normally not travel with a credit card? I would think this is pretty risky not to mention on huge overseas fligths like this to another country.
Wow.
Sorry to hear OP.
Does you GF normally not travel with a credit card? I would think this is pretty risky not to mention on huge overseas fligths like this to another country.
Feb 26, 2019, 11:50 am
#6
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Join Date: Nov 2014
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With all the mx delays and problems going on with AA......does anyone know or can confirm is AA statistically dead last in mechanical delays?
Wow.
Sorry to hear OP.
Does you GF normally not travel with a credit card? I would think this is pretty risky not to mention on huge overseas fligths like this to another country.
Wow.
Sorry to hear OP.
Does you GF normally not travel with a credit card? I would think this is pretty risky not to mention on huge overseas fligths like this to another country.
Feb 26, 2019, 11:59 am
#7
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Feb 26, 2019, 12:02 pm
#8
Join Date: Nov 2017
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Sorry for her and your troubles.
To learn from this is it better to fly alternate routes if going to hkg? Even if that means more layovers
i need to go to hkg in April. Better to go via DFW on AA or jfk via CX?
To learn from this is it better to fly alternate routes if going to hkg? Even if that means more layovers
i need to go to hkg in April. Better to go via DFW on AA or jfk via CX?
Feb 26, 2019, 12:15 pm
#10
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Ive done DFW-HKG myself personally maybe 8-9 times, with no issues. Also done plenty via ORD and NYC, imho this time of year DFW night just be better because of the weather.
Feb 26, 2019, 12:57 pm
#13
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Feb 26, 2019, 1:52 pm
#14
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I would, however, dial back the fire for the EXP desk. Not sure what you think they're able to accomplish. Further, they're not lying to you. They're trying to interpret changing and imperfect real-time information. No one at a call center in Dallas, Charlotte or wherever is going to solve this problem as it is happening. They'll be helpful on the back-end of this.
there still are some good agents, but a lot of the responses are comically false howlers. Its embarrassing.
Feb 26, 2019, 1:57 pm
#15
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GF is currently in the middle of this debacle -
HKG-DFW, about ~4hrs in, has a issue with toilets, forcing diversion to HND
https://flightaware.com/live/flight/...755Z/VHHH/RJAA
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.
Offloaded via bus to terminal after 2AM, told agent will meet them landside to figure everything else out.
Agent tells everyone they are basically on their own, to go book at room at the Hilton Toyko (about a 35min drive away); and to take on all costs to get reiumbursed for later. No vouchers for hotel or food given, even when agent was pressed "we dont have to give out food vouchers if we say we are going to cover the hotel room". Note this is for an overnight delay from 10pm to 6pm next day - where they had last been fed around 6pm local time.
Because my GF doesnt have a card on her, I had to call ahead to the hilton and they will get me to fill out a CC auth form so she can even check in and get food. I have never in 600k+ flying on AA mostly long haul, ever had a delay/cancelation handled this poorly. Hell, even 2 of the EXP agents I called while she was sitting on the plane tried to straight up lie to me about the plane status (one claimed she had already re-taken off again) amougn other unhelpful comments from them.
Sorry for the long rant, but anyone else stuck on this flight?
HKG-DFW, about ~4hrs in, has a issue with toilets, forcing diversion to HND
https://flightaware.com/live/flight/...755Z/VHHH/RJAA
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.
Offloaded via bus to terminal after 2AM, told agent will meet them landside to figure everything else out.
Agent tells everyone they are basically on their own, to go book at room at the Hilton Toyko (about a 35min drive away); and to take on all costs to get reiumbursed for later. No vouchers for hotel or food given, even when agent was pressed "we dont have to give out food vouchers if we say we are going to cover the hotel room". Note this is for an overnight delay from 10pm to 6pm next day - where they had last been fed around 6pm local time.
Because my GF doesnt have a card on her, I had to call ahead to the hilton and they will get me to fill out a CC auth form so she can even check in and get food. I have never in 600k+ flying on AA mostly long haul, ever had a delay/cancelation handled this poorly. Hell, even 2 of the EXP agents I called while she was sitting on the plane tried to straight up lie to me about the plane status (one claimed she had already re-taken off again) amougn other unhelpful comments from them.
Sorry for the long rant, but anyone else stuck on this flight?
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.