A Tampa resident was recently placed on hold for 6 hours while trying to find out what was going on with her cancelled American Airlines flight.
Renee Allen was given a customer service number to call after her flight from Kansas to Florida was cancelled due to inclement weather. After hours of waiting, she hung up out of frustration.
American Airlines has made an apology for the incident but honestly, that probably won't be enough.
On the one hand, I get that high call volume and other issues should be expected from time to time, but if a customer has to go through every hoop imaginable just to get their money's worth, there has to be some larger organizational issue at hand.