A passenger flying with American Airlines from O’Hare International Airport shared a distressing experience while travelling with a three-year-old. The trouble began when their overbooked flight and seat bids created chaos instead of comfort.
Overbooked flight and failed seat bids
The passenger had bid for seat changes and even received notifications that their bids were accepted. However, at the gate, agents claimed that these bids did not guarantee actual seats. The confusion left the passenger stranded and anxious.
Confusing responses from airline staff
The passenger described facing repeated explanations, condescending behaviour, and conflicting instructions from multiple agents. Frustration grew as every attempt to clarify the issue only made things worse.
Rebooking struggles and seating errors
Eventually, the passenger and child were rebooked on another flight, but even then, the seating was mishandled. A kind gate agent later corrected the mistake, offering the only moment of relief during the ordeal.
Poor customer service after the flight
When the passenger tried to resolve the issue, American Airlines’ customer service proved equally unhelpful. Phone support redirected them to online complaint forms, leaving no clear process to recover the accepted bid amount.
Serious flaws in airline process
This incident shows deeper issues within the airline’s overbooking and bid management systems. It also exposes the poor coordination between ground staff and customer service, raising concerns about accountability and transparency.
