American Airlines computer glitch cost a couple their dream vacation

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by Lindsey Bramson / News 4

KMOV.com

Posted on April 25, 2013 at 11:51 PM

 (KMOV) -- It was supposed to be the trip of a lifetime for one local couple. They were supposed to fly to Paris the day American Airlines had a nationwide system outage. When they tried to re-book their flight, they claim the agents with the airline were rude and highly unprofessional.

American Airlines passenger Dan Hamilton says, “There was no empathy, they weren’t sympathetic to us, they know we’re stressed and frustrated and “I actually heard what you want us to do about it?”

From an agent.” Imagine hearing those words after just being told your flight to Paris has been canceled.
 
Dan and Margrit Hamilton were scheduled to leave the same day American Airlines had a major computer glitch shutting down their system nationwide for several hours. When they tried to re-book their flight, they say the agents behind the ticket counter were rude and unprofessional.
 
Margrit Hamilton says, “we asked for help and they just raised their hands and said there’s nothing we can do.” Three days later and still no flight to Paris, by now the Hamilton’s lost their deposit on the apartment they had rented. Not to mention money on planned excursions already paid for the non-refundable tickets.
 
News 4 wanted to know the airlines side of the story. A spokesperson refused to do a phone interview but did release this statement saying, “We constantly strive to provide a positive travel experience for our customers.  Unfortunately, in this case we did not. We apologize to the Hamilton’s for the inconveniences they encountered.” 
 
News 4’s Lindsey Bramson asked “Will you guys ever fly American Airlines again after this experience? We would try out hardest not too if we can avoid it.”
 
It’s not like American Airlines went out of their way to make up for it. The couple is receiving $200 each in ticket vouchers.
 

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