Travel nightmares continue for West Alabama family

Airline disruptions last week resulted in a traveling nightmare for millions of Americans, including one Tuscaloosa family.

Jenny Buttery says her family’s headache started before the CrowdStrike software glitch and continued into the week.

Thursday while traveling the Buttery family said they were met with multiple delays, computer outages and bad customer service from American Airlines.

Jenny Buttery reached out to our ABC 3340 newsroom in hopes of getting a response from the airline and a full refund for a trip they never got to enjoy.

“We just want someone to be held accountable for what was more than vacation. But you can’t get ahold of American airlines, you can’t speak to a person, you can’t get in touch with anyone. We are still without our third luggage,” said Buttery.

After a connecting flight in Dallas the Buttery family said they never reached their destination to Portland.

Prior to the flight being cancelled around 4 a.m. the next morning, Buttery said she was initially denied hotel accommodations and only given a 12-dollar meal voucher.

“I had previously begged is the word that they show some sort of compassion and either rebook us on another flight or go ahead and send us to a hotel. I had asked for that about 8 that night because I was traveling with my husband who has a glioblastoma brain tumor,” said Buttery.

A cancerous disease, making this trip even more special and critical for this family.

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“Tony sisters lived in Portland for over 1o years, and this is the first time we have ever been able to go,” said Buttery.

Jenny Buttery said moving forward they only want two things from the airline company.

“I want my refund back from American airlines and I want what belongs to me, my luggage, that’s all I want,” said Butter.

Under the Passengers Bill of rights, airline companies must refund tickets for flights delayed as well as provide alternate transportation.

In response to these allegations American Airlines stated they would look into these claims and provide more information as it becomes available.