A message from American Airlines Chairman and CEO Tom Horton regarding 4-16-2013 system outage

4/16/2013 Re: network outage
Our networking systems have been fully restored and we are working to return to normal operations after today's outage. Flights from our hubs and international flights having been re-started, and we will re-position aircraft and crew throughout the evening. For more information please visit: bit.ly/AATrlNotc
We sincerely apologize to our customers for this inconvenience and thank our team for their extraordinary efforts today.

[@scottcampbell7535]

Pure class. He didn't have to do this. No one would have remembered in a week. He put a face with a corporate

[@rspectx]

Happens even on the big corporate level as well. Takes a lot to own up too it as well. Props AA

[@nkhome11]

Nice of you to work with your customers and to come on to apologize! Best of luck to you rescheduling! #AmericanAirlines

[@jduffm]

Kudos Nick! I (as well as thousands) experienced the same nightmarish inexcusable customer service (and lack of dissemination) for 10 hours at LAX. Tom and his execs could care less. "Let them fly coach."

[@cindeedarby5365]

4 family members and myself were on our way to Mexico to my son's wedding that day. arrived in Dallas system was down,the whole day in lines with one person rebooking a line down the terminals, given no food vouchers promised a hotel when we were sent to Miami and then oh no hotel vouchers left, but there were rooms as I called myself, my kids slept on the floor, no blankets or pillows left, treated disrespectfully by desk attendants a overall hell of an experience - still no compensation

[@johnb300m]

Luckily I wasn't flying today, but KUDOS to AA getting out there, taking ownership of the problem and doing everything you can to fix it and peoples' travel plans in an apologetic and helpful manner.

[@AeroNetFS]

Thanks AA! #AAROCKS!

[@MuscleNerd]

AA has NOT been open with their communications, as claimed in this video. Those at the airport were the LAST to know almost every status change on Tuesday (sometimes by hours). AA also intentionally "re-scheduled" flights to later flights they knew wouldn't be able to leave the gate due to pilot work-hour limitations.

[@judddevall8486]

AA: I had a reservation on last flight out from SFO to PHX for a meeting tomorrow AM, which I will now do via skype. I never received a phone call or email or text about anything happening. I checked flight status and it was normal. Got all the way to gate without any information. Then the gate agent could not get your system to process a refund. I love the comment that he didn't have to do this video... No, he just needs to get his Wheels Up and Off The Tarmac.

[@Michigander94]

And the unions want more money. I'm a loyal AA customer and want to see them improve, but if the employees don't give great customer service they can't. I personally think that Tom Horton did great work during this bankruptcy. The employees want more more more, but they don't deserve more if they treat customers like this.

[@aprilkenney-roque4313]

Awesome person!!!

[@danmiami]

Very well stated - wish you were stAAying!

[@qwerty112311]

I'm not a big fan of AA, but they handled this about as well as it could've been handled.

[@halfbit]

For those of you affected as was, I be sure to not only get a refund for the ticket but the baggage fee as well! To add, this also costed my company a days wages while I played get on get off get back on get back off the aircraft.

[@nickborrrego]

We've never, ever had an airline treat us this poorly. They won't give food vouchers since the restaurants at Fort Worth are closed. Absolutely pathetic that all this could happen while trying to get out of Boston, and this is the treatment we get. When things go wrong, you step up to the plate with customer service. This video is doing absolutely nothing to compensate for our losses.

[@ATLtripulacion]

Unlike AA, Delta makes money and runs a good operation. You know... the stuff that investors and customers actually care about.

[@mrurick1959]

American at least let's the public know what's going on. They are still a great airline. I am going to the Caribbean next week and I know it will be ok

[@dennypayne]

SABRE never failed (and is not owned by AA anymore). This was purely AA system outage.

[@nickborrrego]

Hey Tom, we've had nothing but horrible attitudes from your employees about this situation trying to leave Boston after the marathon. We're not difficult people to work with. My wife just got laid over in Dallas for 10 hours, promised a hotel, just found out the hotels are all full. No talks of any food vouchers or anything to help her out while she's stuck in limbo and will now miss her next day of work. Technical failures are excusable, they happen, but this kind of customer service is not.

[@gumball3D]

When Doug Parker takes over, watch AA become a no frills carrier.

[@spruce6877]

"I don't know what to do with my hands lolol"

[@tuolumne9]

Smisek is a home. The continental PR team should be ashamed of their lowest common denominator approach

[@jduffm]

I surely hope Tom Horton and AA 'execs' take today's nightmare (for passengers and employees) and make changes to do what is necessary to keep this happening again. AA communication was horrific. No one knew anything! And employees were irritated with passengers for asking questions. Completely UNEXEPTABLE! They FAILED in communication. They FAILED in customer service. I spent over 10 hours in LAX racing from canceled flight to canceled flight. American Airlines YOU FAILED!

[@gumball3D]

They've gotten a boatload of used planes lately such as the 717's from Southwest and MD-90's from China Airlines.

[@AKAstudios8]

Hi I'm Barry Scott

[@thomaswhite1236]

It's the US Air Gremlins. Please do not proceed with the merger. 1st, they were Agony Airlines and then the ruined Piedmont, becoming Useless Air. I cannot comment on America West because I never flew them, but I know they did not improve. Please call off the merger and you probably won't have problems like this.

[@akampfer]

Uh-huh, and we let this airline merge with another airline that has had similar issues. God bless America.

[@PEVsandiego4991]

Zero communication, 11 hrs spent in the terminals on a 40 min layover in DFW. Worst Airline Ever. There is no vouchers offered for all our meals and no way out til tomorrow after attempting all day.

[@averymarly]

Either get a new system, or go out of business. Because my flight was cancelled and I was late for my grandmas funeral.

[@bovellion]

DAL new planes? I love that airline but I feel they are striving to have the oldest fleet in the business

[@berzgt]

United and Alaska posted youtube apology videos after their own system problems. This is the PR playbook.

[@elizabethmbennett]

Unfortunately, you did not communicate to anyone at O'Hare airport. The very little your staff knew about what was happening was not communicated to your customers. Terrible customer service.

[@giovannajudge1321]

No amoiunt of KZbin can help resolve this ..I have been on hold for over 2 hrs to rebook flights.....this is unacceptable under any circumstances now I am more pissed off of the wiatinf time...My Aunts funeral is tomorrow

[@crazytexan7]

Does the CEO deserve a $20m severance pay aka Golden Parachute in the Bankruptcy?

[@9340jr]

I am so done with American! I have been flying them since 1995. I am done. This is the last straw.

[@kealahonu]

I'm flying American next month please don't let this happen then lol....our first family trip in 10 years

[@JACKBLACK9100]

Bovellion u is right on. If only delta didnt merge with NWA (Not without attitude), and instead merged with AA they would have had THE oldest fleet in the industry. MD-80s,MD-90s, and 717s? Seriously Delta? Go get yourself some Dreamliners or 737 Sky interiors like United. If not, go get some L-1011s, MD-11s, DC-10s and a whole ton of fedex 727s!

[@crazytexan7]

Nice apology, but you DON'T deserve a $20 million severance in connection with the American Bankruptcy. This is the epitome of a golden parachute where a CEO gets paid big bucks and shareholders and employees lose out. Your company went bully up, your computers crashed and affected tens of thousands nationwide, and you want $20 million for WHAT exactly?

[@SteezyArdilla]

lol dont hold your breath

[@shazi453]

"We are responsible to getting you to business trips, vacations, and visiting friends and family" So they aren't responsible for getting you home huh? XD

[@Maggie010932]

thank you for helping us AA ...will fly with you again

[@gtb2009b]

It was a good message and I hope it wasn't some virus from china. I doubt id fly with them again if I have the option to fly someone else if this left me stranded. Good luck AA.

[@Ltresso12]

Delta allways gets new planes

[@berzgt]

Airline consolidation. Prices go up. We treat you like crap. You've got no alternatives.

[@alexandervase4537]

Stop complaining,at least I use American Airlines

[@dallasdano]

Yet another AMR fail, but hey, some of their planes have snazzy new paintjobs.

[@marcg3752]

WRONG!!

[@giovannajudge1321]

Tom Horton..Thank You ...but a marketing Apology via You tube doesnt cut it when peoples lives are disrupted...we depend on AA..Tickets Prices we pay..so its not so easy just to say Sorry when things go wrong...For every action there is a reaction....and people all acros are feeling the pain...but we keep coming back cause their are only the big takeovers in the sky...booo hooo boooo hooo

[@zmoonn]

Hah!

[@scottcampbell7535]

.........(fat thumbs).....corporation. Mist