The Three Gossips, Arches National Park, Utah.
Sony a7R3, Sony 24-105mm, f/11, 1.6 sec., ISO 200

For the past 24 hours, American Airlines have done their best to make my life a living hell.

I was telling this story to a nice man named Robert at the Grand Junction Dollar Rental Car counter and his jaw dropped. He told me that he had been in the travel business all his life and never heard anything quite like this.

It’s not the story I am going to relay to you that is upsetting (hey – things happen when you travel) but it was the lack of customer support from American Airlines side once these following circumstances occurred.

If you got a few minutes, here is my tale that started yesterday (Monday) at San Jose International Airport.

First, the backstory

I was scheduled to fly Delta this Thursday from San Jose to Salt Lake City and finally on to Grand Junction, Colorado. From there it is about a 1 hour and 45 minute drive to Moab, Utah, where I will be hosting my Annual Arches/Canyonlands Photo Workshop.

Because the kiddies in Washington DC (known as Trumpy, Nancy and Chucky) keep fighting over the proverbial Popsicle on the playground (better known as the Border Wall that is keeping the government shut down), I had to have my travel agent switch my flights to a Monday departure so I could check on the condition of alternate locations in the Moab area should the parks remain closed.

It’s not the story I am going to relay to you that is upsetting (hey – things happen when you travel) but it was the lack of customer support from American Airlines side once these following circumstances occurred.

One hour after she made the switch (from Delta to American) I was notified by Austena, a longtime friend and contact in Moab who handles our hotels, that a local group paid the Utah Department of Transportation to plow the park roads – yes – it has been snowing out here and the parks are a winter wonderland! The parks reopened to the public this past Saturday.

And Now For The Rest Of The Story…

Too late to switch again and I stayed the course of departing Monday. My new American Airlines flight was set to depart San Jose International at 4:08pm. At 3:45pm came the first announcement that a switch had to be changed-out that controlled the airflow in the plane and it should take no more than 5 minutes. I had 48 minutes from touchdown to make my connecting flight.

Well 5 minutes turned into 95 minutes and of course, I missed my flight (along with 16 others). We were assured by the flight attendants that American Airline personnel in Phoenix had been notified and would be at the gate to greet us with updates on all of our connectors. I was a step ahead and was on the in-flight WiFi checking the American App. Alas, as we were taxiing to the gate, my connecting flight was departing – no way were they going to wait for us poor souls on board. How dare we even think they could hold the plane for 10 minutes!

OK – stuff happens and fortunately I calculated the time of the flight and pretty much knew that I was not making that connecting flight. I called my wife Beri from the plane in San Jose and asked if she could call my travel agent Linda (who has been booking my travel for the past 30 years) and told her the first flight out to Grand Junction from Phoenix today was 1:15pm. There were only 4 seats remaining and I wanted to be sure I had one.

Because the kiddies in Washington DC (known as Trumpy, Nancy and Chucky) keep fighting over the proverbial Popsicle on the playground (better known as the Border Wall that is keeping the government shut down), I had to have my travel agent switch my flights to a Monday departure so I could check on the condition of alternate locations in the Moab area should the parks remain closed.

Now we get to the gate in Phoenix Sky Harbor Airport and alas, the only person waiting for us was a janitor who could not speak English. He could however point the way to the American Airlines Service Center (I’m sure he has had plenty of practice). A strategic ploy by American Airlines to save money? Perhaps! Damn, these guys are good…

Now Is Where The Follies Really Begin!

Knowing that 16 of us were going to miss our connectors (along with another AA flight out of San Francisco – that also had a mechanical I’d later find out), American took bold action and stationed two agents – yes I said two! American Airlines was on the case and they were sparing no expense to help their stranded passengers.

I was in the front of the line and waited 20 minutes while the agents kibitzed with other passengers. When I finally got to the counter, I quickly realized the two agents had no idea that our plane was late due to a mechanical issue.

My friendly agent reassured me that I was on the 1:15pm flight (today – thank you Linda) and when I asked if they could switch me to another airline that was going out earlier I was told and emphatic NO. Well there goes a day’s worth of work.

Then the agent told me how sorry she was and that I would be staying at the Tempe Sheraton at no charge! Wow – what an airline. Then she looked me in the eye and said, “Mr. Smith, have you eaten dinner yet?” When I told her no, I was starving, she replied, “Then you go over to the Sheraton and have a nice dinner on us.” Of course I had visions of a juicy steak in my mind.

Knowing that 16 of us were going to miss our connectors (along with another AA flight out of San Francisco – that also had a mechanical I’d later find out), American took bold action and stationed two agents – yes I said two! American Airlines was on the case and they were sparing no expense to help their stranded passengers.

She then proceeded to hand me a meal voucher for $12 DOLLARS! I looked at it and said kindly, “Well this will pay for a beer and a bag of peanuts but where is the dinner voucher?” To which she replied with a smile, “That is your dinner Mr. Smith!” Serious, did she think it was 1975? Had I somehow flown through a time-warp and been transported back to the days of my youth? I looked around and saw no bell-bottom jeans, no long-haired hippies and wondered. I then asked meekly if she could ante up any more vouchers and I was given a dismissive look. How dare I be so bold and obtuse to even consider such a request!

When that got me nowhere, I asked if she could print my Boarding Pass for my new flight. When she did, I had been dropped to boarding group 5. I had paid for Priority Boarding in San Jose (Groups 1-4). She then told me that just covered me to Phoenix. I told her no, it guaranteed both flights – and showed her my Boarding Pass for my long-since departed flight to Grand Junction.

Now here is where the story actually gets funny… She told me, “Mr Smith, you will have to take that up with American Airlines.” I took a step back and glanced up at the big sign above here head: AMERICAN AIRLINES SERVICE CENTER. I told her calmly, “Mam, I think I am talking to American Airlines.” She then assured me that this was not something she could handle and I would have to call American Airlines. I said, can’t you call? to which she replied – “NO – NEXT.”

I said wait a minute, what about my bag? She asked incredulously, “Oh, do you need that?” I said yes, it has medicine in it that I need. She told me it could take up to 45 minutes for the bag to make it to the carousel. Thankfully it only took 30 minutes and I thought, well, things are trending in the right direction… (I was later told by my shuttle driver it normally takes three hours for American bags to arrive). Gee, my run of bad luck is really behind me now – onward driver to the Sheraton and my $12 dollar steak dinner!

Stay with me now – it only gets better…

With my hotel and meal voucher proudly in-hand, I marched confidently outside and waited for the Sheraton Shuttle. After 20 minutes, a small minivan with the words Tempe Airport Sheraton stenciled on the side arrived. There were four of us waiting (well actually more) but only four could get into the shuttle, er, I mean minivan.

Now here is where the story actually gets funny… She told me, “Mr Smith, you will have to take that up with American Airlines.” I took a step back and glanced up at the big sign above here head: AMERICAN AIRLINES SERVICE CENTER. I told her calmly, mam, I think I am talking to American Airlines. She then ensured me this was not something she could handle and I would have to call American Airlines. I said, can’t you call? to which she replied – “NO – NEXT.”

We made it to the hotel and I was checked-in and was actually given a breakfast voucher by a kind desk clerk. I then proceeded to have my steak dinner, and I asked the waiter if it was the $12 dollar steak? He looked at me incredulously and I said, “Never mind, long day.” The bartender laughed when I showed him my measly voucher and said, “Man, the airlines send us passengers all the time, and American is the cheapest of them all when it comes to vouchers.”

Fast-forward to this morning. I awoke, grabbed a cup of coffee, showered and proceeded to call American Airlines. “We’re sorry, we are experiencing unusually high call volume and we will call you back in 12-17 minutes.” Gee, I wonder why?

Thirty minutes later I finally received a call-back where I was again told once again by the cheerful agent that there was nothing American Airlines could do regarding my Priority Boarding, even though they could see that I paid for it. She even went as far as to tell me that she wished I would have called earlier as she had just come from as staff meetings where these types of issues are discussed. Damn my poor timing! How dare I sleep in…

I said, “I need to talk to a supervisor.” I was put on hold for 12 minutes when finally the same agent picked the phone back up and said, “The best we can recommend is to go back to the airport and try at the American Airlines ticket counter when you check in.”

We made it to the hotel and I was checked-in and was actually given a breakfast voucher by a kind desk clerk. I then proceeded to have my steak dinner, and I asked the waiter if it was the $12 dollar steak? He looked at me incredulously and I said, “Never mind, long day.” The bartender laughed when I showed him my measly voucher and said, “Man, the airlines send us passengers all the time, and American is the cheapest of them all when it comes to vouchers.”

OK I thought. So I grabbed my breakfast voucher and walked out to breakfast. I sat down and the waiter came over, saw the voucher, and told me, “That voucher is no longer valid.” I asked, “Why would it not be valid, your staff gave it to me when I came in last night?” To which he replied, “That voucher is only good up to 10am.” I looked at my watch – 10:08am.

He had walked away and was in a heated discussion with another woman from my flight who was also being denied breakfast. I asked once more, “I want to talk to a supervisor.” Fortunately the supervisor arrived and told the waiter to take our vouchers, then get rid of the food. Wow – another bullet dodged!

SERIOUS NOTE: I know it is the law to throw food out, but what a crime when we have so many homeless. Come on Don, snap out of it, get into the real world man. It’s dog eat dog out there – haven’t you learned that yet?

It’s Time To Start Day Two… It Can Only Get Better- Right?

Now it’s time to go back to Sky Harbor to get checked into my flight. I decided to use the Priority line because, well, I PAID FOR PRIORITY, but I guess in American Airlines world that also had expired. Are you seeing a trend here? I spoke to gate agent who agreed I should not be recharged for a bag that I had already paid for (wow -what a breath of fresh air) but my bag magically went from 49lbs. in San Jose to 51lbs. in Phoenix. I told you these guys were good!

Thus, I needed to pay an overweight bag fee. I calmly reassured her that I did not sneak out past curfew to go on a shopping spree in beautiful Tempe during the middle of the night. Honest coach, I was sound asleep.

I spoke to gate agent who agreed I should not be recharged for a bag that I had already paid for (wow -what a breath of fresh air) but my bag magically went from 49lbs. in San Jose to 51lbs. in Phoenix. I told you these guys were good!

She accepted that I was telling the truth but said there was no way she could reinstate my Priority Boarding status. Queue the tape: “I WANT TO TALK TO A SUPERVISOR.”

After hearing 6+ huff and puffs from the clearly disgruntled agent, she sauntered away only to return with… A SUPERVISOR… who proceeded to tell me that there was NOTHING SHE COULD DO.

I was beginning to wonder if this was the kind of answer all American employees must be trained to say? No, how silly of me, they are there to help. After all, it was THEIR plane that broke and it should be THEIR responsibility to help the stranded customer with care and a smile. How naive of me, again I said to myself, “Don, snap our of it, the world just doesn’t work that way any longer. Just look at how the politicians in Washington DC talk to each other, this is the new norm son, get with the program.”

I said fine, then give me my money back. “I can’t do that Sir, you will have to go online and apply for a refund.” Honestly folks, I can’t make this stuff up. I told her, I don’t want a refund, I just want to Priority Board.

At this point I felt like Steve Martin in the St. Louis Airport in the classic movie comedy “Planes, Trains and Autos.” Could there actually be a flatbed truck  loaded with chickens waiting for me outside that would drive me to Grand Junction?

I then said, “Look, I have a bum knee (partial replacement, I wasn’t lying) and I will just pre-board.” She told me, “Yes you can do that and by law we can’t ask you why.” I told her I knew that but asked if she could grasp the irony that I was willing to pay for the privilege of Priority Boarding because I wanted to be honest?

She ignored me and was busy typing on her computer and somehow, by a miracle of all miracles, the supervisor was able to reinstate my Priority Boarding!

Hallelujah! Queue the Angel Choir! I swear shafts of light beamed down from the heavens. I WAS OFF TO GRAND JUNCTION!

As I thanked her and began to walk away from the counter, she turned to the other agent and said, “Make sure you change this in the computer right now so he doesn’t get online and apply for a refund.”

Oh-oh, Now You’ve Done It, You’ve Crossed The Proverbial Comedy Error Line, Queue the Dirty Harry Look!

Her bitter words sent a surge of adrenaline through my old bones like I haven’t felt in years. I turned around and looked her square into the eyes and said with my best Clint Eastwood voice, “I don’t give a damn about a refund!” I then turned to walk away and heard, “You have a nice day Sir.” Nothing like first-class customer service.

As I thanked her and began to walk away from the counter, she turned to the other agent and said, “Make sure you change this in the computer right now so he doesn’t get online and apply for a refund.”

I proceeded to my gate and was relieved to see an “ON TIME” flight status – yeah! I am finally on my way to Grand Junction – the nightmare is over. That was until the captain came on an said, “Folks, you probably noticed that we are past our departure time and that is because we have… wait for it… A MECHANICAL PROBLEM!” Where do these guys buy their planes – the Mojave Airport Graveyard?

Twenty minutes later we finally pushed back and yes, I made it to Grand Junction. I even got my SUV and had an awesome talk with Robert at the Dollar Rental Car counter. We had a good laugh and off I went. Then somewhere in the middle of Interstate 70 about 40 miles out from Moab, all my interior lights in the car shut off. “Holy Crap – Now What!”

I proceeded to my gate and was relieved to see an “ON TIME” flight status – yeah! I am finally on my way to Grand Junction – the nightmare is over. That was until the captain came on an said, “Folks, you probably noticed that we are past our departure time and that is because we have… wait for it… A MECHANICAL PROBLEM!” Where do these guys buy their planes – the Mojave Airport Graveyard?

Spotting an exit ramp I pulled over and checked to make sure I had headlights. It was snowing and the storm was intensifying. They were properly functioning so I got back on the Interstate and called Beri and asked if she could call Dollar at Grand Junction Airport and see if they could get me another car. As I drove on I spotted a switch and jiggled it and miraculously, all my lights came back on (thank you Buick)!

Spotting an exit ramp I pulled over and checked to make sure I had headlights. It was snowing and the storm was intensifying.

Finally, I made it to Arches National Park and actually went in and shot for about 45 minutes until darkness took over. One of the images from my shoot is posted above.

After that, I got to my hotel and had a nice meal and then Face Timed my oldest son Rob who turned 24 today! I would have been with him if it wasn’t for… oh nevermind…Just re-read the sixth paragraph – you know – the one about the kids in Washington DC.

All’s well that ends well but, oh no, wait, in 7 days, I have to make a return flight on American Airlines back to San Jose. Stay tuned…