I had an incredible business trip to Aruba his past week, but trying to get home on Monday was a flying nightmare. After arriving at the airport 2 hours early, we were told the plane was broken. They needed to fly the parts in from Miami to fix it. American Airlines expected a total of an 8 hour delay. I am not known to be a patient guy, but without much of a choice, I found a WIFI connection, an electrical outlook and dug in for the long wait. I had already had gone through the customs and security gauntlets and did not want to face it again!
After about 4 hours, they were able to fix the plane without new parts and we were ready to fly! Unfortunately, unlike the passengers who were stuck in the terminal, the crew was able to go back to their hotel to relax until the plane was fixed.
With a plane ready to fly, 200 people waited an extra 2 hours for the crew to get back from their hotel siesta. Now I understand mechanical failures are unpredictable, but the crew should have stayed nearby in case the plane was fixed early. (We all were warned we had to.) Unfortunately, out of their convenience, they left the airport to relax and wait comfortably at their hotel (shopping, swimming?…)
This is not only pathetic custom service, but just “plane” rude! American Airlines broke their promise of providing the best service they could. Delays are never convenient, but it looks like the comfort of the 6 person crew took precedence over 200 people.
Airlines will never get a reputation for better customer service unless they stop these types of practices!