Customer Service didnt change our flight
Initial plans were SLC > ORD > LHR > ZAG with a day layover in London. Our flight to Chicago was cancelled because of weather, so we spent the night in Chicago. Then at 2:30 AM there’s an email that the flight to LHR is cancelled because of “operational challenges,” so now instead the flight goes ORD > FCO > SPU > ZAG with a 9 hour layover in Rome. I called at 9 this morning to see if there were any other options, and the customer service representative told me she would put us on a flight to London instead. Still a long layover in London, but at least only one flight after to our final. She told me the app would update in fifteen minutes to reflect the change. After half an hour seeing no change, I called again to be told the flights to London were sold out. It is absolutely unacceptable that we were told we would be put on the flight to London, only for the seats to be sold. If I hadn’t called again, we wouldn’t have even known that she change she promised didnt take place. This is our first time flying American and I am so upset. Not only are our travel plans delayed, we have to spend two days in random cities we didn’t plan on without proper rest figuring out where to put our luggage. Can’t wait for American to send an AI apology email and send a pittance of miles.