Troubleshooters get refund for family after hotel experience during flight delay

PHILADELPHIA (WPVI) -- If you've ever had your travel disrupted by a flight delay or cancellation, you may relate to Helen Stagg's experience.

Stagg, of Houston, Texas, told the Troubleshooters, "My family of six, including my granddaughter, we were going to Lisbon, Portugal."

The family was traveling on American Airlines from Houston to Philadelphia, where they were scheduled to connect to a flight to Lisbon. But their plane was diverted to New Orleans due to weather, delaying their arrival in Philadelphia.

"By the time we got to Philadelphia, our plane going to Lisbon had already taken off," Stagg said.

The delay cost the family two days in Lisbon.

American Airlines gave the Staggs hotel room vouchers to stay in Philadelphia until their flight to Portugal took off, but the family says the hotel on the airline's recommended list was unsafe and unfit to stay in.

"We saw a woman come down, and a man would be sitting there. They pick them up, they go back," she recalled. "We went up into the room and it was just really filthy, dirty."

Stagg said the lock on the door was broken and the beds were unmade. "Really kind of deplorable conditions," she said. The family opted to stay elsewhere, paying hundreds of dollars out of pocket.

After requesting a refund from American Airlines and contacting the Troubleshooters, the airline reimbursed Stagg for all expenses, including alternate hotel accommodations, transportation, meals, and seat upgrades - totaling $2,374.95. The airline also offered her miles and had a representative reach out directly.

American Airlines said in a statement:

"Our goal at American Airlines is to provide a safe and enjoyable travel experience for our customers. When weather affects our operation, our team members do everything they can to support customers with their journey, including assisting them with individual travel needs. We are disappointed to learn the customers' trip was not as smooth as anticipated, and our customer relations team reached out to them to learn more about their experience."

Stagg hopes the airline looks into the hotel. "There should be some standards of care and cleanliness and the kind of behavior that's conducted in those places," she said.

American Airlines confirmed it is reviewing its relationship with the property and has stopped accommodating customers there during the investigation.

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