"Demand TAME to treat passengers with compassion and take responsibility for their actions"

On December 5, 2017 my parents along with other 200+ passengers were scheduled to travel to Ecuador at about 9:00 am from New York to Quito. My father is a senior citizen and my mother has some health issues. The weather in the US was very challenging that week causing multiple flight delays. We had family traveling using another airline that proactively posted information online and gave the customers the ability to make changes.
Tame showed the flights always on time. My sister in law proactively called to make sure that was the case since it was the only airline on the board posting on time flights. The answer over the phone was " I don't know if it says its on time it must be on time".
After my parents arrive, they told me the flight was delayed due to a mechanical failure. The wings of the plane were frozen and now they were scheduled to leave at 11.