American Airlines has rebooked a mother on a flight home that would have forced her to leave her two sons, ages 7 and 8, for several days in New York City.
Sarah Ripmaster woke up to an email that her flight had changed but that her sons were not included.
American Airlines has not added its 7- and 8-year-olds to its new flight from LaGuardia Airport.
The airline wanted to put the boys on a flight on Tuesday but they were going to be left alone in New York.
A mother of two, aged seven and eight, woke up Saturday morning thinking she was going home.
But then an email from American Airlines changed everything.
Sarah Ripmaster was supposed to return home from New York’s LaGuardia Airport to Chicago O’Hare International Airport on Saturday, until she realized America had rebooked her, but not her children.
The Ripmaster said the first thing she felt when she realized what had happened was fear.
“I woke up in New York City yesterday to a notice that our flight to ORD was canceled due to a crew shortage. I had a different record selector than my sons, but they were tied together in the system,” Ripmaster, who works for a social media technology platform, told Insider.
She said she was rebooked to leave later on Saturday, but “the system unlinked my sons’ reservation (from my reservation) and said the next flight they could get was Tuesday out of LGA.”
The Ripmaster then spent hours on the phone with customer service trying to fix the frustrating situation. “When I got to someone, the American Airlines woman I spoke to was wonderful and helpful — but the process was disrupted,” she said.
The Ripmaster and her kids were finally booked to travel together through Nashville, where they were on Sunday at the time of her discussion with the Insider. She said they were on their way home, to Chicago, later in the day, even though that flight was delayed.
Ripmaster said she’s a platinum executive, and so she was very surprised she wasn’t offered any form of compensation. “I’m very frustrated, but mostly I wonder what people who don’t have the resources are doing in this situation.”
Luckily she said she was able to get a hotel and meals. “We are fine, but what about the many others who do not have these resources to recover?”
American Airlines did not immediately respond to an Insider’s request for comment.
Read the original article on Business Insider