American Airlines Complaint - Lack of Intensity of Purpose and Quality
DALLAS, TEXAS -- So here we all are in DFW waiting for our flight (2037) from DFW to Sacramento. The monitors all say we should be at gate A19 and we are. But the gate monitor says Chicago and not Sacramento. It becomes clear that the AA folks are struggling to get this delayed Chicago bound flight out of the way.
I ask the AA folks if this is still the right gate for Sacramento and they say yes. So I go away and come back later and it is clear that the Chicago bound flight has departed and another flight has arrived and the folks are deplaneing. But the gate monitor now mentions another delayed Chicago bound flight and not our flight - 2037, which is a bit confusing. So passengers line up to chat with the dim-wits behind the counter and find out the story. Each time a passenger asks if this is the Sacramento flight they say yes, look at the error on the monitor and never correct it.
Did I mention that right next to gate A19 there are several open gates with no activity. Do you think it ever crossed their little AA brain to bring our plane into one of these and not stack it up behind the delyed flight. Of course not!
So anyhow, the Sacramento flight details come up on the monitor and the departure time now keeps slipping fifteen minutes every five minutes. And the exciting part is that an ICE STORM is bearing down on us and we all know it but the AA folks just behave with a total lack of intensity of purpose.
So we finally get on the plane about a half hour late. And then we sit there. And then some baggage gets loaded. And then we sit there. And then some more baggage gets loaded. And then we sit there. And then the pilot says something stupid. And then we sit there. And then more baggage gets loaded and we finally take off two hours late just before the ICE STORM shuts down the airport.
If anyone would benefit from having a functional quality system and ongoing quality audits these fools would.