Every flight booked, every connection checked—until the airline left them $6,322 out of pocket

A family holiday should be a time of joy, not heartbreak. For Melbourne mother Daniella Melfi, a simple trip to the US turned into a nightmare costing thousands.

She claims a major airline error left her stranded and out-of-pocket, with no resolution in sight.

Melbourne woman Daniella Melfi said she, her partner, and children flew to America on 1 July to visit her husband’s family.

‘This was a trip that was, financially, a bit of a struggle, but we knew it was really important to take,’ she said in a social media video on 16 August.

She described the trip as ‘overall beautiful and amazing’, but said it was ‘tainted’ by what she called a mistake by American Airlines.

Ms Melfi claimed the airline failed to notify her that one of her return flights had been cancelled, with the family only discovering the issue on the day of their departure.

She argued the airline had a duty to notify her under DOT regulations and said an early alert would have allowed her to book alternative flights and avoid the costly predicament.

The family initially flew from Austin to Minneapolis via Dallas, which Ms Melfi said was a stressful experience due to a tight connection time.

When they arrived at the gate, staff told them the ‘doors were closed’ and denied them boarding.

A staff member then booked the family on the next flight to Minneapolis, but according to Ms Melfi, the employee accidentally cancelled their return flight to Dallas.

‘We didn’t know about it, because there was no email, no notification, so we went about our trip like nothing was wrong,’ she said.

The family expected to return home on 24 July, but upon arriving at the airport, Ms Melfi was told: ‘Your booking does not exist.’

She explained they needed to catch an American Airlines flight to Dallas to connect with their international flight home to Melbourne via Fiji Airways.

‘No, an email wasn’t sent to us,’ she said. ‘We have been blindsided.’

The family was informed at the desk that no flights were available until the following day, meaning they would miss their international flight.

Attempts to rebook with Fiji Airways failed, and Ms Melfi was forced to pay a penalty fee to secure a flight, totalling $6,322.

‘In the end, after being at that desk for over four hours, with our family and kids, we had to pay the $6,322 so that we would have a seat on the plane two days later,’ she said.

‘Two days later, we fly home. We’ve missed work, the kids have missed school, and American Airlines are coming up with nothing.’

Ms Melfi said the airline offered some ‘miles’ and a ‘$50 voucher’, but she just wanted her ‘money back’, prompting her to file an official complaint.

She said she had yet to hear back from American Airlines since 31 July.

Social media users were divided, with some arguing travellers should always use the same airline for connecting flights.

‘This is a prime example not to do separate bookings when travelling internationally,’ one wrote.

‘The little savings she originally saved, cost her big $$$. Now she’s crying wolf. They were only responsible for the domestic flight. Good luck. You’re wasting your time.’

Others sympathised with Ms Melfi.

‘I hope you get your money back!’ one wrote.

American Airlines has been contacted for comment.

Have you ever faced a travel nightmare that cost you more than you bargained for?