Air service disruptions last week created travel nightmares for millions of Americans, including one family in Tuscaloosa.
Jenny Butterly said her family’s headaches began before CrowdStrike’s software glitch and continued into the week.
The Butterly family said Thursday that they experienced multiple delays, computer glitches and terrible customer service from American Airlines during their trip.
Jenny Butterly reached out to the ABC 3340 newsroom in hopes of hearing back from the airline and receiving a full refund for the trip she wasn’t able to enjoy.
“We just want someone to be held accountable for what happened over the holidays, but we can’t get in touch with American Airlines, we can’t talk to people, we can’t get in touch with anyone. The third package still hasn’t arrived,” Butterly said.
After catching a connecting flight in Dallas, the Butterlys said they never made it to their destination in Portland.
Butterly said he was initially denied hotel accommodation and given only a $12 meal voucher before his flight was canceled around 4 a.m. the following morning.
“I had previously pleaded with the airline to show some sympathy and rebook me on another flight or send me to a hotel, which I did around 8pm that night because I was travelling with my husband who has a brain tumour called gliomablastoma,” Butterly said.
Cancer made the trip even more special and important for this family.
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“Sister Toni has lived in Portland for over 10 years, but this is the first time we’ve been able to come here,” Butterly said.
Jenny Butterly said she has only two hopes for airlines going forward.
“I want my money back from American Airlines and I want my luggage, which is mine. That’s what I want,” Butter said.
Under the Passenger Rights Act, airlines must refund tickets for delayed flights and provide alternative transportation.
American Airlines said it was investigating the allegations and would provide more information as it became available.
