A group of 27 travelers, most of them minors, faced a chaotic and distressing journey home from Madrid after two flight cancellations with American Airlines.
The group, led by a teacher on an EF Tours trip, was scheduled to fly from Madrid to Houston with a layover in Philadelphia. But just 30 minutes after boarding the first flight, they were forced to deplane due to a strange odor making flight attendants feel ill. Two hours later, the flight was officially canceled.
The airline rebooked the group on a flight the next morning, but the new connection plan broke them into three smaller groups with extremely tight layovers.
The group leader, overwhelmed with managing minors and last-minute logistics, had to chase down American staff at Madrid airport where the customer service desk was closed in the afternoon. After hours of effort, hotel and meal accommodations were finally arranged.
The next flight left on time but had to turn around less than an hour after takeoff due to the same odor. Flight attendants reportedly told passengers it was carbon monoxide. Confidence in American Airlines collapsed, and the group refused to board that plane again.
The teacher, in tears from stress, finally convinced American to book them on Iberia and United flights for the following day. Even then, check-in agents said they had reservations but no tickets. Only by luck did a helpful Iberia staffer step in and get the group boarded.
This disaster left the group stranded in Madrid for 48 extra hours. Now, the teacher is seeking advice on how to claim compensation under EU laws, which require airlines to pay 600 euros for canceled flights departing from the EU. With little help from American or EF Tours, she is determined to secure justice for her students.
