Stranded fliers say alerts failed to notify them

— -- Many passengers affected by the massive grounding of American Airlines flights during the past three days of cancellations said the airline didn't reliably notify them about changes.

The carrier usually sends out automated phone calls, e-mails and text messages to travelers who request alerts. However, more than 2,500 flights have been canceled since Tuesday so the airline can reinspect wiring components, and some of the affected 250,000 passengers said they didn't receive information in a timely manner.

American Airlines CEO Gerard Arpey apologized Thursday for the communications breakdown.

It "certainly has not been perfect," Arpey told reporters. "But we in good faith have done the best we can."

Cancellations are likely to continue through Saturday.

Frequent flier Jenny Shaffer of Chicago expected to make her 10:30 a.m. business meeting Thursday in St. Louis because American sent her an e-mail Wednesday reminding her to check in online. When she logged on at midnight to do so, she found out it was canceled — too late to adjust plans.

American flier Dennis Lombardi of Columbus, Ohio, tried to call American's VIP phone line when his flight from Orlando was canceled, but it was jammed for hours. "I found out thanks to the morning news," he said.

Despite the unusual number of cancellations, the carrier didn't adjust its flight-status alert system, said Tim Wagner, an American spokesman. He said some travelers don't sign up for alerts or provide contact information if they use travel agents.

"In a massive situation, things are going to fall through the cracks," he said.

As the airlines cut staff, most have been pushing flight-status notification technology during the past five years to notify passengers about cancellations, delays and gate changes.

The situation with American should teach travelers a lesson — because technology doesn't always work, said Lorraine Sileo of travel research firm PhoCusWright. "We still have to take responsibility to contact the airline," she said.