Flying my 16 year old child from Los Angeles to meet me in Phoenix. Booked this flight months ago. I received no text or email about possible issues. Los Angeles is not an easy place to get to airport. His mom had to leave work early etc to get him there. Once there found out flight delayed 4 hours. After waiting 3 hours was informed that they would not let anyone under 18 fly alone due to system failure. Typically cut off age is 12 but because of this system issue he was informed nothing they could do. I called customer service and spent 4 and a half hours on hold hoping someone would answer. I did not want to lose my place in the cue in case they were just busy. I have a family trip waiting on his arrival and I can't get thru to anyone at the airline. I got up this morning and called at 630 am and was given the option to leave my number and estimated call back would be in 76 minutes. It has been 3.5 hours. I called back from a landline and have been on hold for over an hour. I have sent urgent email to customer relations and received a automated responce. I have never in all my years seen something like this. All I hear on the automated message is how much they care about me! I can't imagine an issue that you would not call all hands on deck to answer the phones. I would rather you say phones are down rather than keeping me hopefully waiting for over 7 hours now. I have a good rate for him since I booked months ago and now force to pay 4 times the amount. With that being said I just need someone to answer the phone and tell me that you have no solution. Why are you treating your loyal customer this way. If this is a system hack or a true security issue than announce it and my inconvenience would be considered petty to our safety. On the flip side if this is a glitch etc than get on the phone or make an announcement that you can't answer phone rather than trying to save this sale!!! This is mind blowing!!!!
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