Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > American Airlines | AAdvantage
Reload this Page >

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, 19, 11:13 am
  #1  
Original Poster
 
Join Date: Nov 2014
Location: DFW, HKG, J Cabin
Programs: AA EXP, UA 1K, DL DM, AS 75K,VA Silver, MR Titanium, HH Gold
Posts: 902
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?
IWontRegretThis is offline  
Old Feb 26, 19, 11:27 am
  #2  
 
Join Date: Apr 2008
Location: TX
Programs: AA: EXP MR: Ti
Posts: 475
Originally Posted by IWontRegretThis View Post
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?

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.
jrm68, prw555, AANYC1981 and 1 others like this.
asf-07 is offline  
Old Feb 26, 19, 11:35 am
  #3  
Original Poster
 
Join Date: Nov 2014
Location: DFW, HKG, J Cabin
Programs: AA EXP, UA 1K, DL DM, AS 75K,VA Silver, MR Titanium, HH Gold
Posts: 902
Originally Posted by asf-07 View Post
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.
An agent telling me her flight has already re taken off - when thats obviously not true is different than not having up to date operational information - and especially when flightaware and their own website agreed with me.

I remember when EXP desk would move mountain and earth, including getting me situated in hotels with vouchers.
IWontRegretThis is offline  
Old Feb 26, 19, 11:38 am
  #4  
Suspended
 
Join Date: May 2013
Location: NYC
Programs: DL Diamond, AAdvantage EXP, Hyatt Explorist, HHonors Diamond, Avis First
Posts: 7,345
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.
E55 likes this.
AANYC1981 is offline  
Old Feb 26, 19, 11:49 am
  #5  
FlyerTalk Evangelist
 
Join Date: Nov 2003
Location: Frisco, TX
Programs: The Airline Run by Doug P
Posts: 21,376
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.
enviroian is offline  
Old Feb 26, 19, 11:50 am
  #6  
Original Poster
 
Join Date: Nov 2014
Location: DFW, HKG, J Cabin
Programs: AA EXP, UA 1K, DL DM, AS 75K,VA Silver, MR Titanium, HH Gold
Posts: 902
Originally Posted by enviroian View Post
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.
Her CC just does not work in Japan (HSBC HK) for some reason, and she hasnt gotten it fixed yet. She always caries a CC and USD for reasons specifically like this.
IWontRegretThis is offline  
Old Feb 26, 19, 11:59 am
  #7  
FlyerTalk Evangelist
 
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,192
Originally Posted by enviroian View Post
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?
See the DOT's Air Travel Consumer Reports. For November 2018, AA was above the industry average in cancellations by marketing carrier - but Alaska and United were worse. AA was 3x the rate of Allegiant, Delta and Spirit, however. That must sit well at AA HQ.

https://www.transportation.gov/indiv...nsumer-reports
3Cforme is offline  
Old Feb 26, 19, 12:02 pm
  #8  
 
Join Date: Nov 2017
Programs: AA EXP, Marriott Bonvoy titanium
Posts: 519
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?
Nuhusky is offline  
Old Feb 26, 19, 12:07 pm
  #9  
 
Join Date: May 2001
Location: La Jolla, CA, USA
Posts: 750
Nasty!!
normcpa is offline  
Old Feb 26, 19, 12:15 pm
  #10  
Original Poster
 
Join Date: Nov 2014
Location: DFW, HKG, J Cabin
Programs: AA EXP, UA 1K, DL DM, AS 75K,VA Silver, MR Titanium, HH Gold
Posts: 902
Originally Posted by Nuhusky View Post
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?
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.
IWontRegretThis is offline  
Old Feb 26, 19, 12:19 pm
  #11  
 
Join Date: Apr 2008
Location: TX
Programs: AA: EXP MR: Ti
Posts: 475
Originally Posted by Nuhusky View Post
I need to go to hkg in April. Better to go via DFW on AA or jfk via CX?

What class and are you crediting to AA?
asf-07 is offline  
Old Feb 26, 19, 12:49 pm
  #12  
 
Join Date: Nov 2017
Programs: AA EXP, Marriott Bonvoy titanium
Posts: 519
Prem economy unless I can find business within a decent range of the prem economy fares. Company policies unfortunately

I know cx is 1.5 across the board with aa getting to 2 for j class
Nuhusky is offline  
Old Feb 26, 19, 12:57 pm
  #13  
FlyerTalk Evangelist
 
Join Date: Nov 2003
Location: Frisco, TX
Programs: The Airline Run by Doug P
Posts: 21,376
Originally Posted by 3Cforme View Post
For November 2018, AA was above the industry average in cancellations by marketing carrier
Above the industry average? Who are they benchmarking against--Air Koryo?
enviroian is offline  
Old Feb 26, 19, 1:52 pm
  #14  
 
Join Date: Aug 2012
Location: KHOU + KSFO
Programs: AA EXP | Marriott Bonvoy Ambassador | Hyatt Globalist
Posts: 6,326
Originally Posted by asf-07 View Post
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.
The new MO of the EXP desk seems to be "when in doubt, make .... up". The desk is rapidly declining in quality. In the last week I was told I cannot request an upgrade within 24 hours of departure, the airport is in charge of Revenue Management and was told some blatantly false fare information.

there still are some good agents, but a lot of the responses are comically false howlers. Its embarrassing.
Antarius is offline  
Old Feb 26, 19, 1:57 pm
  #15  
A FlyerTalk Posting Legend
 
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 91,846
Originally Posted by IWontRegretThis View Post
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?
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.
MSPeconomist is offline  

Thread Tools
Search this Thread
Search Engine: