American Airlines passengers drove to Denver Airport to rebook their seats after the airline’s customer service center had put them on hold for nearly four hours.


American Airlines jets on the runway at Philadelphia Airport

US airlines have canceled at least 35,000 flights in bulk over the weekend of Brian Driver’s call center trouble.Daniel Slim / Contributor / Getty Images

  • American Airlines passengers spent nearly four hours rebooking their seats over the phone.

  • According to the WSJ, he eventually gave up and drove to the ticket counter at Denver Airport for 45 minutes.

  • This is the epitome of the travel frustration faced by passengers this summer.

An American Airlines passenger who had been waiting for nearly four hours at the airline’s customer service center was very frustrated and drove 45 minutes to the airport to rebook a seat at the ticket counter.

The radio station manager, Brain Driver, had to rebook his return flight after his business trip to Denver ended early. The Wall Street Journal reported.. He initially tried to switch flights using the airline’s mobile services and website, but he said he couldn’t.

He then called the airline’s customer service center and was given eight hours of callback time, according to The Journal. Eventually, he talked to the agent through the airline’s chat platform, but nonetheless, according to the publication, it was even more difficult to choose his seat.

According to The Journal, the driver tried to call the airline again the next day, but the line was busy and he was told to try later. When he tried again the next morning, he waited 3 hours and 45 minutes and was eventually so frustrated that he drove 45 minutes to rebook a seat at the ticket counter at Denver International Airport.

“This was by far the worst airline call center experience I’ve ever had,” the driver told the journal.

An American Airlines spokesperson told the journal that weather and air traffic control issues were the highest in the past few weeks, behind the long hold times in mid-June.

“These challenges, coupled with this customer’s booking anomaly, have resulted in an experience that does not meet what we are aiming to offer to our customers,” the airline said in a statement to the newspaper. A spokeswoman said the hold time is now “significantly shorter” compared to the middle of the month.

American Airlines did not immediately respond to insider requests for comment. I couldn’t immediately ask the driver for comment.

Driver plight is the epitome of travel frustration faced by passengers this summer. A series of flight delays and cancellationsBecause airlines are struggling to cope with increasing travel demand and passenger numbers.

Among those becoming more and more standard, US aircraft carriers Cancel at least 35,000 flights in bulk by the driver’s first call date At the end of the long weekend of June 16th and June 16th.

There are no peculiar problems, but due to the ongoing staff shortage throughout the industry, which was exacerbated by the mass dismissals during the pandemic. An aviation system with little slack to deal with the confusion caused by bad weather, technical glitches that occur, Or high passenger demand.

As a result, there was a long line at the airport. When airlines readjust flight schedules to minimize disruption..

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