Our not so great experience.
The only thing I can say is it’s been a very eventful journey home with American Airlines and not a pleasant experience at all.
Our journey out to Las Vegas was fantastic. The planes were comfortable, service excellent and everything ran smoothly. The cabin crew were extremely polite and attentive and met all our needs. We had in flight meals provided on the first leg of our journey to Philadelphia we had chicken it was nice and tasty and warm which is always a good thing. Drinks were also provided and they did several rounds of the cabin it was a full flights but nothing was too much trouble.
I was looking forward to our flight home and having a sleep before coming home to the children as we would have flown overnight. This however is when all our problems began.
The nightmare begins
We arrived in plenty of time for our flight to check in n Friday 29/07/16. Upon check in we had to re pack our bags as although the combined weight of our two cases was under our allowance they wouldn’t accept that one was slightly over 23kg something which wasn’t an issue coming out and Manchester Airport check our bags no problem. So we tried to juggle some bits around and eventually he was happy with the weights. So great hope that’s everything sorted. Oh no this is when it all starts, the check in person we had been directed to use outside could not scan our documents so after re packing our cases in the taxi drop of area we were escorted inside to them join a large queue to be able to check in, this is after queueing once already outside. We managed to check in using the automated machines and print our luggage labels and do a successful bag drop.
Off we went to the departures lounge gutted to be going home but excited to see our 4 children. We did some shopping and had a sandwich and made our way too the gate in plenty of time to see there was a delay of nearly two hours due to weather. This was not good as it meant we would miss our connection from Chicago to Manchester. I immediately made my way to the desk with our boarding cards to seek advise this was around 2pm. Upon speaking to the lady it appeared our connecting flight was also cancelled and we had now been booked as planned to fly to Chicago them to JFK then JFK to Manchester adding about 10 hours in total onto an already very long journey. She advised us that the best thing to do was source a hotel (at our own cost) and stay another night and fly the Philadelphia route the following morning. Although not ideal we thought this was the best option due to all the cancellations happening in Chicago rather than risk another cancelled connection.
We managed to find a hotel, weekend in Vegas is a very busy time over the summer and the hotel we had been in was now fully booked.
The lady re booked us on the flights for Saturday morning and said your bags will be off loaded and waiting for you down stairs on baggage carousel 13. So off went went and hoped to be back in resort for about 3.30 and enjoy the extra night. What happens next is just unbelievable.
We reported straight to the baggage people in the arrivals hall to check our luggage was on its way. Without even checking our tags we were told yes it’s fine just wait at 13 it’s will come up shortly. I waited 30 mins and checked again, this time she writes the reference numbers down. I waited again and nothing so I went into the baggage office were I remained till my bags had been checked and onto the aircraft I was no longer on and now making there way to Chicago. The baggage attendant had been frantically calling to the baggage handlers and using her radio for over 1 hour before the bags were scanned on that aircraft and I stood there in hope they would answer and sort it. They did eventually answer and say we will try find them but to no avail the flight took off and we had no luggage. So for over 3 hours sat in your baggage area and for what, oh we will make a note on your file but not sure we’re your bags will be or how they will get Manchester you will have to make a report when you arrive in Manchester.
Just great, blooming marvellous, we have now paid £140 for a hotels $60 in taxi rides and eventually get in our hotel room 5 hours later than we should have done. Nothing to change into, not toothbrushes, nothing but what we had been wearing. We asked about buying some replacement clothing to be told they don’t reimburse us. This is just fantastic.
We had some food and retreated back to the room to allow me to swill our underwear in the hotel room and dry them for our journey home, what a waste of money this hotel was and we should have sat in Chicago and JFK airport for what it was worth.
We arrived Saturday morning for our flight feeling very unhappy and it had ruined the end of our holiday. Our cases were somewhere in America with all our clothes and gifts for the children. We felt horrible but at least we would be home soon.
Oh off we go again a delay of 40 minutes traffic control issues. That’s ok we thought we won’t miss our connection to then board the plane and be sat on it for another hour before actually taking off. We got to Philadelphia and had to run across the airport from terminal C to A which is a far distance. We didn’t want to miss that connection we needed to get home for the children. We made it with a few seconds to spare, out of breath and needing a drink.
Flight home was ok, quiet and comfortable, we watched some tv and just hoped our bags wouldn’t be far behind us somewhere.
So the saga of what was a dream holiday for me goes on to become a nightmare holiday. We arrive in Manchester and make our way to the baggage desk to discover our bags have been on a right little adventure.
The lady took my details and assured me she would log our missing luggage claim in the next 30 mins as it takes a while and she wanted to see to other passengers. Ok so off I go with my luggage tags and await my email. Yep you guessed it nearly 3 hours later nothing. I call the number she gave me and they logged it and finally I have a reference number, it’s just a reference number though still no bags. Then later that afternoon another reference number the people at Manchester airport decided to log it after all.
So sat here now Monday at 2pm I can see my bag left Philadelphia but hasn’t yet made it anywhere else, the bag in Las Vegas hasn’t even moved yet and I paid for a hotel that I couldn’t even enjoy. One bag unsure which at this point came to Philadelphia with us but was stuck there due to the fact we only just made the flight and no time to move the cases over. This appears to have been loaded on a flight last night but I have no idea were it sits now. The other bag still sits in Las Vegas despite logging our missing baggage and chasing several times.
I have called and chased now 3 times to no avail and have been told they will leave a message with Manchester baggage desk and to call back tomorrow sometime. I would just like my luggage back or to at least know it is in transit on the way back.
Flight delays happen all the time and it’s part of the holiday sometimes and you do just have to accept it. But the way we have been treated in relation to luggage and the lack of customer service and empathy is just disgusting and certainly not what I expected, we followed your advice and then received extremely poor customer service resulting in us being out of pocket and now minus 2 suitcases.
Thanks American Airlines for ruining what was a dream holiday and making it the worst holiday experience I have ever had.
To be continued ………………
You can also read about what was our Dream Holiday HERE