Dallas - Cozumel Flight Reviews

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American Airlines
33.5 total score
13 reviews
23% Recommended
31% Value for Money
2/5 Customer Service
Dallas-Cozumel route
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
Thu, 04/18/2013 04:47 PM
From Cozumel Airport (Cozumel) to Minneapolis Saint Paul International Airport (Minneapolis) via Dallas Ft. Worth International Airport (Dallas)
1 out of 5
Police Escort
I have never been treated as poorly as I was on my arrival to DFW airport. Upon arrival we were told that we needed to wait in line to receive our hotel and meal vouchers. While waiting in line for over 3 hours, I tried to ask questions about the procedures and what needed to be done to expedite maters. I was told that I "had to wait in line." The supervisor on duty refused to make eye contact with us while waiting. AA employees were sent home while more than 1000 people were still waiting in line. Only 3 ticket windows were open even though there were AA employees at other desks that were not seeing to customer needs. There was no communication at to purpose, status, or expected outcomes of waiting in line. WE were just told to "wait in line." When I FINALLY reached the front of the line and tried to speak to the supervisor on duty, she informed me that there were no hotel vouchers and that meal vouchers were only available for locations in the airport. This was completely contradictory to what we had been told 3 hours earlier. When I questioned the AA employee about why AA declined to provide information and why we were lied to, she called a police officer over. I was told to either leave the line or to lower my voice. I guess it was within policy for an AA employee to yell at me, but when I demanded that AA honor the statements that they made to me, I needed a police escort so that AA did not need to honor their obligations.
Recommended: No
Value for money: No
Customer Service: Very Poor