Overview
- Ralph said she waited well over an hour in a First Class and priority check-in line with minimal staffing and few answers during peak travel.
- She criticized a lack of empathy and accountability, tagged CEO Robert Isom, and referenced her loyalty with the #millionmiler hashtag.
- American Airlines apologized for longer-than-expected check-in lines and said it would share her feedback with airport leaders for review.
- The carrier had forecast more than 12 million customers across about 119,000 flights this season as part of its holiday preparations.
- Coverage links widespread holiday frustrations to weather, staffing shortfalls, and record demand, and notes the airline did not address her broader service concerns.