A TikTok user, whose username appears to be @nataliercollins, shared a video detailing a frustrating experience at Austin-Bergstrom International Airport (AUS) with American Airlines, which she claims resulted in a 6-hour delay, an engine issue on her flight, and a $12 voucher for her troubles. The video, accompanied by on-screen text reading “i hate american airlines,” chronicles the events as they unfolded.
The traveler stated that her flight to JFK was initially scheduled to depart at 11:30 AM. She reported that passengers boarded the plane and were on the tarmac for approximately 30 minutes before being informed that the flight could not proceed due to an engine issue. According to the video’s creator, she expressed relief at not flying on an unsafe plane, but noted that airline staff indicated the situation would lead to a lengthy process.
Following the announcement of the engine issue, passengers were asked to deplane. The traveler mentioned that she had volunteered to check her bag, which contained her medications, because the flight was full and she was seated in the last row. She described the ensuing chaos as passengers attempted to rebook flights, noting that there were no other available American Airlines flights, and a later flight at 5:00 PM was already full.
Airline faces scrutiny over lengthy delay and compensation offered to passenger
After an estimated hour and a half to two hours, passengers were reportedly told that the plane had been cleared by a maintenance worker and was ready for departure. This news was met with relief, but the situation soon reversed. Passengers were then informed that the earlier assessment was incorrect, and the plane required further testing on the tarmac, with the possibility of the flight being canceled.
This development, according to the user, caused widespread panic among travelers who were struggling to find alternative flights. She claimed that the cost of flights to New York had surged to approximately $2,000 on all airlines, likening the situation to Ticketmaster pricing. In an attempt to find a more affordable option, she booked a Southwest flight to a different location on Long Island for 5:00 PM. According to the video’s creator, her Southwest booking did not go smoothly for everyone flying the airline that day, with one woman threatened with removal from a Southwest flight after switching to an empty row.
Upon arriving at the airport at 2:30 PM for her Southwest flight, she inquired about a voucher, stating it had been more than three hours since her original flight was supposed to depart. She claimed she was told by airline staff that vouchers were no longer issued. She was reportedly informed that she could cancel her flight but would not be able to retrieve her checked bag, which would have to be sent to her later.
The traveler expressed concern about what would happen to her bag if the original American Airlines flight was canceled and she was at another location. She stated that she was “trapped with my bag” because it contained her medication and there were no medications at home. Consequently, she canceled the Southwest flight she had booked and decided to look for a flight the following morning, while keeping the original American Airlines flight booked as a backup. Being stranded between a canceled flight and a checked bag full of essentials is an ordeal other travelers have faced, such as a woman who spent nine hours at Newark Airport after being deplaned from two flights with her bag stuck on her original canceled flight.
She stated that passengers were told they would receive an update by approximately 5:00 PM regarding the status of the original flight. However, she revealed that she later received a voucher for her inconvenience, valued at $12. She questioned the utility of such a voucher at the airport, noting that it could not be used for alcohol and that food items were priced at a minimum of $15, with even a bottle of water costing $12.
At the time of her video, she indicated that the flight was facing a 4-hour delay, with an additional 2-hour extension expected until 5:00 PM, resulting in a total delay of 6 hours. She expressed frustration that there was no guarantee the flight would ultimately depart. She concluded her video by stating she was waiting for an update and for a grilled cheese sandwich that she would still have to pay $5 for, adding, “So f–k you, American Airlines.”
The video’s public caption stated, “$12 for a 6 hour delay is absolutely insane #americanairlines #atx #austintx #airport.”
Comments on the video expressed shared frustrations with the airline. One commenter wrote, “This has happened to me everytime I’ve flown on American.” Another user stated, “I have problems with American every time I fly them. Esp in AUS & DFW & ORD. They are the worst airline by FARRRRR.” A different commenter remarked, “Love the mid sip of martini while telling us about what happened lol.” Another user shared, “HA HA I had a feeling I’d find one of yall on my fyp so glad we all made it to NY.” One comment simply read, “$12 is ridiculous.”
