NEED TO KNOW
Sheinelle Jones shared her frustration after being on hold with American Airlines for over an hour
Jones was trying to rebook flights for her twins after missing a Today episode due to travel issues
She ultimately had to purchase new tickets despite having a flight credit from the canceled trip
Sheinelle Jones is calling out a major airline.
On the Thursday, June 18 episode of Today with Jenna & Sheinelle, Jones, 48, shared her frustration with a particular airline, which she says had her on hold for more than an hour.
Jones returned to New York from Chicago after missing the Monday episode of the Today show due to flight troubles. Her twins, Clara and Uche Jr., both 13, stayed behind in the Windy City and Jones attempted to get them a return flight to New York when she was met with a long phone hold from the airline.
The ordeal frustrated Jones so much that she shared a photo of her phone on hold with the airline’s customer service line to her Instagram Story on Wednesday, June 17.
Sheinelle Jones on hold with American Airlines customer service.
Credit: Sheinelle Jones/Instagram
“Still. On Hold…56 minutes and counting…how long would you wait to change a flight,” she wrote in text over the photo.
Jones did not name the airline, but she again shared their customer service number on air when speaking to cohost Jenna Bush Hager. When dialed, the number connects to American Airlines customer service.
“I was trying to change my flight. I got stuck in Chicago this weekend and the twins stayed there. So I need them to come home,” said Jones. “So I never post, but after 56 minutes of being on hold, I was just so frustrated.”
“If you fly, you know which airline. But I didn’t post the airline,” Jones said about her Instagram story. “If you’re the airline, you know it’s you. And I was on hold, and 56 minutes was when I lost my patience by posting.”
When Bush Hager asked if Jones spoke to a person or an automated representative, Jones said it took an hour and 14 minutes for someone to answer the phone.
Jenna Bush Hager and Sheinelle Jones on ‘Today with Jenna & Sheinelle’.
Credit: NBC
“A human voice after an hour and 14 minutes, and don’t get me wrong, I’m walking around while it’s on hold and waiting for her to pick up. So I went and got sushi,” Jones explained.
“I was embarrassed because I had it on speaker and I know people in the sushi place didn’t wanna hear it, but I had to make sure I could hear it when she picked up, so it was loud,” she continued.
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Bush Hager chimed in again, asking why Jones didn’t choose the option that would allow the airline to call her back when a representative was ready.
“I don’t trust it,” Jones replied. “You don’t want to miss it, and I needed to change the ticket. And then… OK, I’m not going to go into it, but I couldn’t even be helped.”
Jones revealed that she was ultimately told she had to purchase tickets for a new flight.
“I feel like when they cancel your flight and you have a credit, that you should be able to use the credit for the new thing. But no, you can now only use the credit on a new flight. So I waited for an hour and 16 minutes.”
“I had to buy a new flight,” Jones continued.
When American Airlines cancels a flight, the airline will rebook you on the next flight with available seats, according to its website. The airline also offers three different types of travel credit: trip credit, flight credit and travel vouchers. Flight credits are tied to the original passenger’s name and are issued for unused tickets, while trip credits are transferable and can be used to book flights for anyone.
American Airlines did not immediately respond to PEOPLE’s request for comment.
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‘ Some details of this article were extracted from the following source www.yahoo.com ’
