On Saturday, we were traveling from New York La Guardia (LGA) to Phoenix (PHX), connecting through Dallas Fort-Worth (DFW). I booked the flight through DFW because the other choice was Chicago (ORD), and flying through ORD in February is always hit-or-miss due to weather. We were heading to Phoenix to see my very ill grandmother, so I was hoping for no delays, but I know from experience that flight delays are to be expected. So when we pulled back from the gate at LGA, started an engine, and stopped after a few feet, I figured we'd be stuck there for a while and miss our connection at DFW.
The problem turned out to be a faulty APU (auxiliary power unit, used to power the climate control in the plane when the engines are off and start the engines) and it was fixed quickly. We were off the ground about 45 minutes after scheduled departure. The problem? We had a 45 minute layover in DFW. We fully expected to miss our connection and spend a few hours in DFW for the next flight. However, the pilot made up some time in flight and we pulled up to the gate at DFW 30 minutes before our connection was to take off. The problem? We arrived at gate C30 and needed to go to D40. That's a loooong way in DFW, and even with the SkyLink probably would take around 20 minutes. We were sure we'd miss the flight.
This is where AA customer service took over. As we deplaned, a gate agent paged us along with 5 other passengers and directed us out the side door of the jetbridge to a waiting van. After she had all seven of us, we zipped across the tarmac to the connecting flight's gate, and made it with a few minutes to spare. As we got to the gate, the agents welcomed us, and informed my husband and I that our upgrades had cleared. It was a very pleasant experience and was impressive customer service as well.
So kudos to AA for helping us all make our flight! My grandma thanks you too.