Red was by air. Blue was by rental car.

After diverting our plane to Evansville, Indiana, from our intended destination in Indianapolis:

1. American Airlines couldn’t think through the severity of the lack of visibility. They said:

• were going to try to land in Indianapolis. There was no try. Then they said
• we’d be stopping in Evansville to refuel and wait for the fog to clear in Indianapolis. Upon landing, however, they took it all back, telling us
• they’d be arranging for a bus to drive us to the Indianapolis airport, 180 miles north.

2. American Airlines couldn’t figure out that people might be hungry and/ or thirsty and might need change for the two vending machines in our holding pen. (We weren’t expecting a handout. We just needed some dollar bills.)

3. American Airlines couldn’t figure out that offering a few bucks per person toward a sandwich and a drink could make each of the 100 or so stranded passengers just a little happier — maybe even convert them into fans of the airline.

4. American Airlines couldn’t offer something special to the couple who was obviously exhausted and traveling with an infant.

After discussing our options, my wife and I opted for a rental car for just $138 (a National Rent-a-Car gouging to top off the day) and drove to our final destination in Greenfield, Indiana, just 230 miles away. All things considered, we made the right choice. Our almost-three-year old agreed.

No one stood out as a leader. If just one person wearing an American Airlines uniform had done something remarkable (really, it wouldn’t have been very difficult considering), the story each passenger would tell about being diverted to Evansville would be far different than the one they’re telling today.

It’s amazing companies of this size possess such little ability. In a situation like this, companies need to put on the customers’ shoes, own the situation, and respond with both immediacy and empathy.

Yesterday, they weren’t even willing to ask for my shoe size. But it’s never too late, American. It’s 8 1/2.

How’s your flying been over the holidays? Has any company done anything that’s really stood out? Love to know. Hope you’re all well, happy, and safe.