American Airlines Complaints Continued... (Page 8)426+ reviews added so far. Upset? Call American Airlines corporate: 817-863-1234
On July 27th 2015. my brother was murdered in Trinidad and Tobago. I booked an American Airlines flight on July 29th 2015. I arrived for my flight at around 5am. I waited for check in at the desk area of American Airline. As i sat in the waiting area to check in. I observed that the lines were getting pretty long with other traveling passengers so i walked over and stood there waiting to be checked in. The line was moving at a very slow pace. As i approached the desk to check in with the desk agent I was told that my flight was closed. I became very irritated and went into a panic because i was anticipating getting to Trinidad and Tobago for my brother funeral. I was then offered a flight leaving out at 7:50am as i boarded that flight it delayed for a couple hours. After reaching into Miami international airport that morning. I started to walk to every airline to get onto the next available flight so i can get to my brother funeral that day of July 29th 2015.
There was nothing leaving out until that afternoon around 4.45pm. My family tried to hold my brother's body until 4pm with the expectation that i would arrive that afternoon. Upon waiting in disappointment to get onto a flight going to Trinidad. It was now around 4pm as we boarded the afternoon flight. Well to my surprised that flight was delayed for 5 hours. After crying all day it finally created the most stressful moment in my life. We were routed off that plane to another plane so as i exit the plane and walked over to an American Airlines agent at gate 4 i believe. I asked if i can receive a voucher to get something to eat and the agent yelled out in the lobby that i wouldn't received none because i missed my flight. I became so embarrassed by her insensitive comment.
I stared to cry in a lobby filled with people. As i boarded that plane after 10pm that night, my world crumbled. I then realized that i missed my brother funeral that day and my life has never been the same. This was clearly one of the worst experience ever, I would never used your service again and would never encourage any of my friends or family to use American airline again. I would never be able to relived the memories of being there with my family and friends to lay my brother to rest at peace. Thanks American Airlines.
I am suppose to be landing in Aruba in 20 minutes. Instead I am sitting in a tiny seat for over an hour- for the second time trying to get to the same destination. Besides the fact that I will be 3 hours late and all reservations will be voided, I am disappointed that this is how your company functions. It is my intent to cancel my AA credit card as soon as I return home. This experience has caused me to rate your company very lowly. I will take any other airline from this point on, regardless if they are more expensive.
I spent over an hour sitting on the tar mat before the mechanic determined our first plane was not safe to carry us to Aruba. To your company's credit, the captain was upfront and displayed good leadership and customer service skills. However, after the ENTIRE plane rushed to the new gate, we were forced to sit for over an hour on the tarmac- again. The lack of organization, quick assessment and consideration of your passengers time has thoroughly upset me.
I will not be surprised if once again I am dissatisfied with your company's response to this complaint. Your customer service is rated 1.8/5 stars.
Our ship required us to get up and out by 8 am so we spent from 10 am to around 8 pm waiting in LaGuardia. Our plane had mechanical problems and our 1:30 pm flight was delayed.When we arrived in Dallas FW, Texas there was a game and NO hotel rooms! We managed to acquire a cot (most uncomfortable) with a thin, small blanket under which we froze, ceiling lights at top capacity (we were told they would be dimmed---they weren't) and TVs blaring. Under those horrible circumstances, we tried to sleep. We finally reached CA a day late. The airline personnel were not very helpful. There was a VIP lounge, but they refused to open it for us, even under these trying conditions. They made promises that they didn't keep and seemed totally lacking in empathy. They really need training in dealing with such situations. My friend and I feel we should receive a refund of that part of our ticket to make up for the horrendous experience we had with your airline.
My husband Robert Lee and I were on flight 1251 from DFW to Louisville KY on 10/7/15. We boarded the plane and sat on a very warm plane for 2 hours We were on for 30 min or so before anyone said anything as to why we weren't departing the gate. We were not offered the ability to deplane. I know that is more work for you but certainly would have been better for your clients. We were with about 17 or so other people and was suppose to catch a bus upon arriving for a drive to our final destination. Fortunately the bus driver waited but only for additional monies. Really put a damper on the beginning of a special vacation. In addition, we made reservation back in March and requested our seats based on the aircraft you said we would be on (2 seats on one side and whatever on the other) Turned out we were on a different type plane which resulted in my 6 ft 3 - 280 pound husband being crammed into a window seat. If we had known It was a 3 seater on each side he would have booked an aisle. Very bad experience.
I could not print out my boarding pass and go in line at American Airlines to get help. After finally getting to a real person, he abruptly told me to leave this line and go to the U.S. Airways line. I said I did not understand why because my itinerary said American Airlines. He pointed to the left and yelled ... Just go over there! I am NOT an idiot and did not like how he treated me. He was rude and would not explain the confusion. Here is my flight info so you can know who was working that shift. He was of oriental nationality. ORD 6:50 pm to PHX 8:43 pm. American Airlines flight 414. I am also writing a letter to corporate with this complaint.
3/1/15 flight 3297 Chicago to Toledo after hours of delay NO Pilot we were offered lodging and meal vouchers we needed to be in Toledo on the 2nd early. We asked and were assured that if I rented a vehicle they would reimburse. Submitted receipts totaling $ 418 that included tolls and a service plaza snack. Under separate cover the credited my credit card $ 54.00 ?! I want what they promised me simply reimbursed.
I fortunately had an aisle seat because the man in the middle seat was so large he took up half of my seat as well the window seat. I could not put my armrest down or my tray table as his leg was so large the table would not lay flat. I had a back ache from having to sit half hanging over into the aisle. Is it not policy that a person the large must buy two seats? It was unfair and very uncomfortable for myself and the man by the window to have to sit like that for 3 hours. Your response will be appreciated and maybe encourage me to travel again on your airline. Thank you, Elaine Compton . flight #2314 RNO-DFW seat 23D
My daughter and I flew AA from Kitchener, Ontario, Canada to Chicago to San Francisco on July 15. All was good. Yesterday, July 21 we flew from San Francisco with AA to Chicago and were booked through to Kitchener, ON, Canada. All was well and good until we were boarding our last flight in Chicago. Our luggage was already on the plane and the person checking us onto the plane sent me to talk to another person. That PERSON said that I could not fly into Canada and pulled our luggage off the plane.
He offered to book a flight into Buffalo, another 3 hour wait and then someone could come from Ontario to drive us across the border. The reason for this is that when I booked our flights online I gave my whole first, second and surnames and their site chose to call me by my first name and surname only and print it on the boarding pass. Unfortunately my passport has an initial for my first name and then the second and surnames. The second person to whom I spoke would not even look at my photo driver's license or health card with the 3 names on them.
He was very infuriating and so if the airline is going to be that stringent about name on passport matching exactly with name on boarding pass they should print the whole name on the boarding pass that you submitted in the first place. It was a very frustrating experience and obviously other airline personnel chose to accept my credentials on both legs of the journey until then. Oh a postscript, the AA site would not accept an initial for the first name.
Cancelled our flight to our resort in the Bahamas and could not get us there until the following day. When we arrived we did not get luggage for two and a half days (our vacation was only 4 days). Our flight getting back home was also cancelled and we spent the night in the airport. US Airways customer service could not even get us to the where we flew out of in Georgia. We had to fly in to SC and rent a car and drive to the airport in Savannah, GA. Horrible airline! We cut up our US Airways card with a big smile on our face.
I was scheduled to fly to Dallas from Kansas City MO on May 10th. When I arrive at the airport I noticed on the monitor my flight was cancelled due to flooding in Dallas. I live 2 hours away from the airport. After standing in line for over 3 hours this is what I was told, "we can get you out Tuesday", I needed to be there the next morning at 8 a.m. I told the clerk just that at which time she said "you can rent a car and drive". After standing in line for over 3 hours? Wasted a lot of time there. She then said maybe I could get out on Southwest Airlines. Which I did. I flew standby and they got me on.
It was to the wrong airport by I did get there 6 hours later. Forward to my flight home on Friday. I arrived at the airport 2 hours prior to my flight. I tried to check in and was ask if I could sit in the exit seat. I had fallen the night before and didn't think I should be responsible for helping anyone in an emergency so I declined. Apparently my response put me on the oversold list. Although ,all they would say was she's OS. I didn't know at the time what OS meant. I asked repeatedly and the attendant would not respond to me. The pilots and flight crew were both 20 to 30 minutes late with no apology for that either.
They boarded everyone but me. Even customers who were running to board the plane because they were late. I was the last person on that plane. One gentleman had opted to take a voucher not to fly on that flight or I probably wouldn't have gotten on. I had my ticket well in advance of my fly dates. I was physically upset and told the attendant I would sure think twice about flying American again. His response was "that's your choice". Customer service should be a priority when there are choices. Clearly American does not value their customers enough to try to keep them. I was never given an explanation or apology for this mess.
Please try to train your representatives as they are costing you customers everyday.
I booked AA flight #3682 going from LaGuardia, NewYork to Atlanta on May 15, returning May 18, which cost me USD 1018.80 for me, my wife and 2 kids. The departure time was schedule for 6.45am. When we arrived at 5:20am, we were informed that the flight was not leaving till 8.00am, which affected our plans and the functions we were going for. This upset our traveling plans tremendously as we had an event that we needed to be at and would miss by the late travel time.
Secondly, our return flight was scheduled for 12.46pm nonstop from Atlanta to NewYork. When we arrived at the airport 10:30am, we were informed that the flight have been cancelled and they will put us on a flight scheduled to go to Miami at 5:15 pm then we will transfer to New York flight immediately. After waiting for so long and finally arrived at Miami, we found out that there was no NewYork flights and we were re-book for the following morning flight. My family was forced to sleep at the airport!
Now my whole family is badly injured because of these undeserved ugly situation. My wife was fired from her job because of a no show on the 19 of May which she was supposed to go back to work as scheduled, my children missed a whole day of school which affected their class work and their school authority said is going to be in their record, and my job is highly threatened too cause it involves life. Please, we seriously need a compensation for these injuries American airline have caused us.
My 2 kids and I planned a flight, which was scheduled to depart May 13th at 11:59 pm fl 1283. We arrived to SeaTac airport at 10:50pm & after approaching the self service check-in machine, we stood in line for quite a while. A customer service rep (csr) approached me and asked where we were flying to. I told her Chicago & she led us directly to the front of the line.
When it was our turn to check in, the csr/Mary Ann/Marianne very rudely said she was not checking us in because we were required to be there 45 minutes prior to the flight. The clock read 11:20pm. I requested a supervisor after Marianne continued to be very rude. (We travel often) when the csr called for a supervisor, a return call came in. Marianne said she was going home when she got off work at 11:30 PM.
As we stood waiting- it was clear we could've made it to the gate in time. Marianne's entire demeanor, attitude & tone of voice changed when the supervisor arrived. Although Marianne initially told us we couldn't leave till the next night at 8 PM, the supervisor spent a lot of time looking into it & found a flight a few hours later.
We could have made the flight. We could've got a ride to the gate to ensure we made the flight. Your employee was very rude! She did not wish to assist us because she would rather get off work on time. This is the second negative experience I had with your airline in the last few months.
While waiting for the rain to pass, I was waiting in the lounge for your 7:10a flt DFW-GSP..supposedly the ramp was closed for a few minutes. But the storm passed and before departure time, we all noticed that you were missing a flight attendant. Calls were made but as cheaply as you must pay these people, you didn't have a ready reserve ( shame on you ) of poorly paid reservists to fill in.
Finally they posted a Cancelled sign and immediately made it a OMA flight? So they make the announcement that ( Due to local weather the Flight has been cancelled ) now that's a bunch of crap. Then they stated it as an ( Act of God ) so they weren't responsible for monies needed for a hotel room, as the remaining flights were full and not until the 18th could they get u on a flight.
How terrible first to LIE then to rub it in their collective noses!!! A pilot friend told me they cancelled due to missing crew member as I awaited my turn to be called. They wouldn't authorize a baggage retrieval so as I live in Southlake, Texas, my bag is now going to GSP?
Horrible, Horrible customer service!!!!!!! And outside of a WACO trip, we were the only flight getting cancelled for weather locally?? Now you tell me your not lieing through your teeth? I'm so disgusted with that branch of AA, someone should fold them and do everyone a favor.
On Sunday, May 10th, I was scheduled to fly from Palm Springs to Dallas Fort Worth. First the flight was delayed in Palm Springs after getting up at 4:00 AM to catch the 6:05 flight. When finally departed, we were told we could not land in Dallas and circled for 2 hours before having to refuel in Lubbock, Texas.
Then arrived late in Dallas only to find out my connecting flight to Nashville had been cancelled. No one on the flight let anyone know of cancelled flights. Once at Dallas Fort Worth about 500 people were forced to stand in line to get rebooked. I stood in line 7 hours in order to get rebooked for the next day, Monday May 11.
No services were offered to those of us that waited in line, no water, food, etc. Once rebooked - we were given a card to call American Airlines. People were forced to eat from vending machines that finally ran out. Near riot conditions existed when told that the ticket counters would be closing at 10:45 PM and police were summoned.
I finally got my ticket at 11:15 PM - so from 3:30 until then I stood in line. We were told that it was weather conditions, but other carriers were taking off and landing because we heard it. Having not eaten since Saturday at 2:00 PM - 24 hours later - I was able to go to Hyatt and eat.
I finally got a Hotel Room at 2:00 AM at the Marriott which cost me $163.00 for 8 hours. I know that supposedly this was an act of GOD, but lack of consideration on the part of American and no information made for a most unpleasant experience. I am asking that I be reimbursed for my original flight from Dallas to Nashville as well as my hotel room.
I will never use your airlines since you discriminate against special needs people such as the beautiful family you removed this May!! Autism affects one in fifty people !! It looks like you should just close down !!! Poor poor pilot he fears children that have neurological problems !!! He should be fired and the public would like to hear an apology given to the family and to all there supports. Shameful!!
I was charged $25.00 for having to check my carry-on bag. Many others got their bags checked free at the gate. One man got on the plane with two duffle bags and backpack and wasn't asked to check his bag. This type of service shows un-equal treatment of passengers. I want a refund of the $25.00 fee.
I bought a ticket through American Airlines to go from Little Rock Ark. to Fresno Ca. with a delay in Dallas Texas. I missed my flight to Fresno due to delay in Dallas. In La, I tried to get on another flight but they would not let me on since I had no reservations. Right after American Airlines made it for me to be on a flight then they said no more flights to Fresno Ca. until the next day at 5pm. I was so upset. I bought a ticket on United for the trip back home. I think American Airlines should pay me back the money I had to spend to come back home!!
I called at 2:30 eastern time and spoke with Troy URH is the name he gave me. He was very very rude over the phone saying things like "wow I cant believe this," "ugghh," "its crazy that you can't see, it's clear as day to me." He rudely hung up on me as well. He was not helpful at all and his aggressive tone, rude remarks and hanging up on me was not helping. This guy needs a serious attitude adjustment and should not be representing any companies. I will continue to file further complaints on all sites due to my disgust with his attitude. Listen to the recording I was nothing but polite in return.
On Wednesday April 1, I contacted my travel Group TZELL Travel Group Northwest to book my sister, Christine Cavil, a flight from Des Moines, IA to San Diego CA on April 10th. When Christine arrived at the airport, she was told her flight had been cancelled and the next available flight was 7am April 11th through American airlines. She did make it to San Diego CA on Saturday. Her return flight was scheduled for Monday April13th with American Airlines from San Diego, CA to Dallas TX with a layover . When she arrived in Dallas her flight was cancelled due to weather. The ticket agent told her the next available flight into Des Moines IA would be Tuesday April 14th at 12.30pm.
Because of the cancellation my sister had to spend the night in Dallas. There was no hotel voucher offered to my sister for her inconvenience. Because of the two cancellation my sister's trip was cut short. This trip cost me $550.00. The confirmation number:BC2KDQ
Booked two flights from Norfolk ,Virginia to Trinidad and Tobago leaving April 21-29. Raul (Husband) was sent an email stating the original return flight was changed and to call. Called spoke with representative he stated the change was due to the flight being canceled and this was the best flight without having a long lay over. The problems begin on the return flight home to Norfolk Virginia reached MIami missed connecting flight due to IMM/CUST/CBP. Was booked on another flight leaving from Miami at 4:04 to New York LGA reaching at 7:00 next flight leaving at 9:00 to Norfolk Virginia. Once we reached LGA we circled the area for approximately 30 min. The pilot then stated we were going to land at JFK didn't give us an explanation.
We'll landed in JFK was told once we exited the plane there will be and agent out there to help us with our travel planes. Was told by the agent we had had to rebook with USAir went to the counter only to find that they were closed. Went back to American Airlines stood in line again to be told we needed to retrieve our luggage and that it was to late to catch a taxi to LGA because we would not make the flight. Then we were told there were no more flight out to Norfolk Virginia until the next morning and we would have to pay for our on transportation to the hotel and our hotel stay. I ask why female agent stated we had to land in JFK do to weather. Now I'm upset already missed two connecting flight now I'm being lied to she didn't know we had flew around LGA for 30 minute temperature was 76 degrees and clear. We booked a flight for the next morning out of LGA left the counter upset and very dissatisfied could not believe the poor customer service we received.
Proceeded to the counter to get taxi and hotel reservation to be ask why the airline did not cover our hotel stay. I stated I was told due to weather conditions, to only be told that's what your airline tell passenger so they don't have to compensate them for the inconvenience your airline caused. Cheapest hotel near LGA was Fairfield Inn Wehad to pay $174.47 for hotel stay and $32.80 for taxi I am requesting to be reimbursed for the these monies plus compensation for our inconvenience.
On April 24,2015 I flew from a stop over in Salt Lake City flight1344 (First Class) to Dallas Ft. Worth arriving late . I am disabled so had a wheel chair & my attendant sprinted to get to the Americn flight 1572 to find very sadly that my 1st class ticket had been given/sold whatever to someone else. explanation. "We thought you were not going to make it". I'm here now , the doors were not shut, I explained I had 3 surgeries in the last 6 months & need the 1st class better seating. I have a 1st class ticket in my hand. As it was , I got no where & felt powerless less then throwing a fit. I did ask to talk with a supervisor who simply said"there are no more 1st class seats" and walked away. Due to a storm we all had to get off the plane anyway & re board later. Still no consideration for my situation. Why could they not ask this up graded person that I DID make the flight & would he/she please take his assigned seat in coach 9th row. That was a very long uncomfortable flight for post op back surgery . I will send a Docters note if needed. This is my 2nd written complaint.
08 04/20, My, flight was postponed from 7:10 am to 9:30am, then to 10:30, then to 11:30 am,then to 1:30 pm. Finally around 2: pm they told us the airplane could not be fix, this cause me a day of work and also another day that I could have spent with my family had they would have cancelled the flight from the beginning , I would have gone back home right after, since I knew my work day was already ruined.
I am not satisfied with the ticket that was issued to me on April 13, 2015. The flight was books at 12:00pm and did not arrive until 3:00 am the next day!! This was very stressful, especially to my family members due to this being my first time as a passenger. Not only was the delay annoying, but on my way to Brownsville, Texas, the flight stopped in Arlington. The passengers were told that if they wanted to take a cab, they were allowed but had to pay out of their own pockets. American Airlines did not give us good service and for that, I am never using them again!
On April 24, 2015, the flight #1344z from Salt Lake City to Dallas Ft. Worth was running late; my wheelchair attendant ran with me to catch my next flight to Hartford, Ct.#1572. I was the last person to enter the plane only to find out my 1st class ticket was sold. I had back surgery in Dec. 2014 & hip replacement in Feb. 2015 so I needed more comfort in seating. Ticket person just simple said "we did not think you were going to make it" The airlines, in my opinion could have found out I was in route with wheelchair assist. They should not have sold my seat without verifying. What makes it worse is that they refused to refund me my money for my paid first class seat! Very uncomfortable ride for me to my final destination!!
I went on a business trip to Louisville to speak at a conference. The flight was delayed 1 1/2 hours. Due to the delay, I missed the next flight from Charlotte to Louisville. The customer service rep told me that they would book me on the next flight, but it would be an hour and 36 min wait. I booked the flight, but ended up sitting in the airport for 4 more hours!! I missed the entire function. This made me look bad as well as made you look bad American Airlines! American can no longer be trusted as the best way to travel when dealing with a tight timeframe (which is my business as a pubic speaker). I will never use American again!
I booked an air ticket a couple of weeks ago, I realized yesterday I booked it backwards, I called to see how I could correct the mistake. The supervisor I spoke to said "that she would waive the consolation fee and I can pay the difference of the flight." I was really upset because the airline ticket was $264 more for each person.
So I told her I will have to talk to the other people and call her back. I called the next day still very upset and cancelled very emotional. The other person called me and said she wanted to pay the extra money, I called back and talk to the supervisor Ms. Taylor out of the Dallas office to see if I can reinstate the ticket and let us pay the difference for the trip.
She was very nasty and said no she will not because I should have caught that mistake earlier. She said she didn't care about how anyone feelings. I was a loyal customer and American Airlines Advantage preferred customer, I guess not anymore. Way to go with the nasty customer service, I guess helping people is not what they take pride in.
My wife and I travel each year for vacation. We always use American Airlines. The reason being is your on time arrival percentage and the overall cleanliness of your air craft. The pilot and crew always seem to know what they are doing follow all safety procedures and we feel comfortable flying with your company.
Unfortunately, that all changed for me yesterday, April 23, 2015, to the point where I am thinking of canceling our vacation plans with you in October of this year. I was on flight 2939 leaving Chicago and flying to Champaign April 23. I was seated in seat 3C which, of course, you know is located right up front near the cock pit.
At first all seemed normal as both pilots entered into the cockpit and closed the door. I could hear the different alarm and chimes as I assumed they were doing their pre flight check list. After a short time one of the pilots came out of the cockpit, closed the door, took his jacket from the closet near the flight attendants area, left the plane and walked up the jet way. I found this puzzling as I have watched pilots secure the fight attendant as a second person while they use the restroom during flight.
After the recent incident where the pilot was left alone in the cockpit and crashed the plane into the mountain I understood from the FAA director on the news that in the US this practice was not the standard. That the attendant is to be the second person in the need of the pilot having to exit the cockpit. This rule keeps anyone from being alone in the cockpit.
The pilot finally arrived back around 13 minutes later as I was timing it on my phone. I would think that whether the plane is in flight or not your company would want to follow this rule and not leave pilots or anyone for that fact alone in the cockpit.
As if that was not enough of a scare for me, a gentlemen came into the plane in civilian attire and began to talk and laugh with the attendant who I learned was named Pam. The attendant knocked on the cockpit door, and the pilots opened it. He began to laugh and talk with the pilots. The airport personnel removed the walk way and the attendant locked the door to the aircraft.
We then began to get pushed back from the gate and then I watched this person climb inside the cock pit and close and lock the door. The two people sitting by me saw this and asked me "did you just see that?" Of course I replied yes. This made everyone around who saw this very nervous especially with this happening right after the pilot had left the cockpit leaving the other pilot alone, exited the aircraft and went who knows where for 13 minutes.
And then finally came, the safety briefing the attendant chose not to wait for the prompts on the recorded safety announcement. She crammed them altogether and did not even announce to shut off your phones or any of that. Then she sat in her jump seat and texted on her phone the entire time we taxied and even through take off until we were I the air.
I understand your team knows what they are doing, and they are well trained. However, there is a point even a dangerous point where you become too relaxed in the fact that you know what you're doing. Not following simple safety guidelines, ignoring what is going on, and allowing people that are not uniformed ride in the cockpit I would think all of these infractions are totally unacceptable to you and your safety standard department.
I, and several people around me, never felt relaxed or safe the entire flight. I could not wait until we were safe on the ground again. If the flight crews are this careless with the safety rules, what are your mechanics and other personnel letting slip by or not following because they think they know better. It is my safety you are gambling with, and I don't feel like you have a right to do so.
I missed my connecting flight to Mexico from DFW. I have never been to DFW. There was a man that I was helping on the airplane that was blind and did not speak any English. Even if I didn't help him, I don't think I would have made my flight. I ran across the airport to the terminal and was not allowed on the plane (they said my luggage was not on the plane). They rerouted me to the next morning.
The agent was rude. She did not have time for me. She told me that she had another flight that was coming in, and she didn't have time to deal with me. Then I had to pay for a room. I got a shuttle to the wrong hotel. (Same name -different address) Then the front desk wanted me to take a shuttle back to the airport at 8:00pm. That was not going to work for me, so I took a taxi that the front desk called. The taxi was a dump!!! A $26.00 DUMP. I made it to my hotel at 9:00p. I had to get up at 4:00am to make a 5:00am shuttle. And, my luggage was in Cancun in the American airlines office. @7:30AM. My rental car agreement was cancelled and I paid top dollar for my rental car on an Easter Weekend. I speak Spanish --- however, I'm still a foreigner. I'm a travelling woman by myself. I felt like I got thrown into cyberspace.
I got to Atlanta Hartsfield Airport at 4:00AM on 4/20/2015 making sure I had enough time to checked my luggage in my flight left at 5:20AM when I arrived at my destination my bags was not there. That's was very inconvenient for me I had a Major Presentation, the clients was waiting for me to show them our product. I couldn't present it to them because what I needed was in my luggage which had not been put on my flight I didn't receive my luggage until 12:30 or1:00 pm today. When they dropped them off at the Hotel I tried calling to check to see was my luggage and no one answered. Flight AA4256 Gate T10.
My interaction with American Airlines agent "Scott" was notrosious. I had specifically asked if their was any flights that would get me home sooner. I was on a flight leaving from Kansas City, MO heading to Dallas, Tx flight #1535. She yelled at me saying that I was not a preferred customer and I didn't have "platinum priveleges." I asked her if I could pay the $75 standby fee and she replied that I couldn't pay it, that I wasn't platinum and wasn't approved for it. I asked if I could speak with a supervisor. She said "you gonna havta wait, he busy. " and she shoved me aside. 45 minutes later (I talked to "Scott" at 12:18 and didn't get a response until 1:05pm) she said "oh he busy still and there's nothing you can do. I asked for her name and she said "Scott" and I asked is that a first name or last name and she responded "that's all you gonna get." After I told her I would just stick to my flights, I turned to check in at the kiosk. I heard "Scott" tell couple girls laughing "after all that she gonna leave, what kinda girl is she? and laughed and pointed at me. I was humiliated. I felt like an animal at the zoo. "Scott" is a older lady, with curled up black hair. I will NEVER recommend this airline to anyone. If I don't hear from you all in 45 days I will complain to the US Transportation Bureau and the Better Business Bureau.
On 3/2615 I did a phone reservation with a voucher from LAX to NY. I was informed that since the voucher was for 382 and the cost of the fly was 463. I was going to be charge $81.00 ONLY. So I sent the voucher to FL along with the name and flights for this trip.
On April 9th I received a call from American airlines stating that my card was not working . So I provided a second one. They assured me that the charge would only be for $81.00 so I used a card that I did not had enough credit. To My surprise, the airline charged me $463.00 without my authorization. This is not right and will not be ok. Now I am over drawn and my bank withdrew a $50.00 charge for it . Plus I might have to pay so much for interest to pay it.
On the weekend April 18 and 19 , 2015 I called again to customer service reservations. which then they told me a different story. They said because there is another airline involved on it. They had to charge the full amount and wait till they have the voucher to provide me with a refund of the $382.00. I was so upset so the mis communication from the customer service team.
On Monday April 13, I spoke to two other two people at customer service which they told me other story. So I requested to speak to a supervisor. Which she noted that the refund showed being do on Monday april 13 2015. She told me that I was not able to see it on the aa.com website . but she can see it on her end. She did explain that they had the voucher and they should of explain to me how the voucher should of work. so she told me that the credit card refund should of been done no later than Wed April 15th 2015. She also advised me to call her back if this did not happen to try to help me other ways. So I waited.
On Wenesday April 15, I called again to check on my refund. First al all, I asked the rep to read the notes which I can not see. She read them and said that I needed to call the next day because the refund department was already closed since they are two hours ahead of our pacific time.
On Thursday April 16th, I called again to check on my refund. I asked the rep again to read notes. which she got all confused and could not help me. She just said that If I needed a refund I would get another voucher. WHY would I get another voucher, since the reason I paid so much and with stops to get to New York was to be able to use the voucher and since I did not had extra money to spend. I told her if I wanted to pay with Jet Blue or Expedia. NON stop from LAX or Long Beach to NY were only $269.00 round trip. Why would I wanted to spend the double with stops. So I asked her to put me through a supervisor again. Which I did . Laura Diaz, which by the way, has no customer service skills. She got upset at me and told me off. She also told me she could not help me and come to you for help.
This is awful business ethics! I am overdrawn with no way of paying and all b/c American Airlines does not know how to take care of their customers! The miscommunication from all of your team and lack of knowledge of how the vouchers work has brought me to make this complaint.
I had one of the worst experiences of my life while flying with American Airlines. I had to wait for three hours on the Tarmac while they changed a flat tire (as if they couldn't change it while we were waiting in the nice, air conditioned terminal with comfy seats, restaurants, and bathrooms). Also, while sitting there for three hours none of the flight attendants offered us something to eat or drink or anything. We had to wait, on a hot airplane, for hours without even water! It was cramped and other people were getting irritated as well. I could not believe how awful we were treated on that flight. I will NEVER fly with American again. My business will go to Virgin America cause I hear how awesome that airline is and how well they treat their customers!
A 2 hour delay turns into a 2 day delay with young children! The original tickets were purchased on 12-02-2014. Flights were cancelled due to merge, lost seat assignments when traveling with children - no help to reassign. Short flight no problem, but 8 hours of small children sleeping on strangers is not acceptable. No movie on flight made long flight that much longer - unacceptable. Flight home from HNL to PHX was cancelled hours prior to flight, then reinstated but with a 2 hour delay. We knew we would miss our connecting flight, but were told no problem. They would help you in PHX. PHX sent us from 1 terminal to another with NO help for hours. I was on the phone for hours as well to try to fix. Put on standby, only to find out there were 55 others also waiting so we went to a hotel after waiting at the airport all day. Our luggage was sent to ORD without us.
Thought again all was fixed, went to confirm that night & see that my 8 year old son was put on a flight 24 hours prior to his parents?? Called & sat on hold longer than it took to take a shuttle to airport. Was there again for hours & told they could not help until 4 hours prior. We tracked down a supervisor who said he could help us & finally we had tickets in hand. New flight ended up being delayed as well. TSA dumped out luggage breaking 2 wooden cutting boards, a mug and getting oil stains on a sweatshirt. All was wrapped up well & I could tell it was dumped out. Cutting board pieces were not even in bag to try to fix them.
We were told there were no seats because people had already reserved these tickets in advance, but I said so did I. Put up in hotel with nothing, no clean clothes, no toothbrush or toothpaste. Had been in same clothes for close to 72 hours. Bought only the necessities to get through it. Kids missed 2 additional days of school & 4 adults each 2 days of work. Personnel was unaccommodating & rude. They would not look at us when they talked to us & showed us they did not care. Overall very disappointed and deserving of compensation. Our trip to paradise turned into a return trip from hell!!!
We were scheduled to leave Vietnam to connect in Hong Kong on 4/11/15 on flight CX0772 at 0625 wife's confirmation # 8BMP73 and mine was 8BFOX6. We were told by Cathay Pacific Air that our connecting flight from Hong Kong to Dallas was cancelled and we would have to rescheduled.
We and many other passengers were told we would have to contact our booking agent and American Airline to be rescheduled. This was when the nightmare started, while trying to contact an agent, Cathay Pacific said they could schedule me to Hong Kong that day but my wife would have to wait and go to Tokyo the next day. I ask I thought the flight was cancelled from Hong Kong they said yes but I have layover in Hong Kong, too confusing. I had to be on my personal cell phone for 1 hour and 45 minutes to an American Airlines agent. This time frame is insane, which we will have to pay for and is not cheap through our phone courier. There was other flights going out that that day 3 to 4 hours later, but was told that was not enough time to set us up. With todays technology and that's not enough time, I find hard to believe. At the end of 5 hours of hearing excuses and frustration, we were rescheduled to leave the next day.
This was very poor service and basically we were left stranded, America Airline was paid upfront and should have been doing the leg work to reschedule, a customer should not have to hunt down an agent spend hours on the phone (which will be a $230.00 bill) have to change our personal schedule for an unnecessary layover
It started in ST THOMAS on march 30,2015 at 8am to Miami I had board then then the pilot announce that is a mechanical problem.so everyone got off .when it was my turn at the counter I explain had a very important meeting the next at 8am .so they put me on cape air to Puerto Rico they did speak with some on the phone in front of me and confirm everything and give me tickets .I arrived in Puerto Rico stood in line then the person told me to go to USAir so I did waited in line they ask why am I here, that American and this is were it begins I had to go back to American then it was a big fight on the phone then American sent me back and a guy from USAir walk back with me to 2 different counter we never got waited on so he sent me outside to the American counter by this time all the flight left and I missed my meeting Indianapolis.
I put in the hotel at the airport in san Juan and the lady rebook me for the next day. So the next day I was in line to board the plane the lady told me to come out an go to the counter so I did. oh you ticket was cancelled I told her know it was issue to me the night before so she check and then said ok. The return to ST THOMAS my god was just as bad I work at the airport in San Juan 21years and 8 years in ST THOMAS my company has stores in most of the airport in the US and Canada the next day we had a walk through to see the stores in Indianapolis airport so I when to see if I could check in the lady say you have to do in the machine in front I try to explain what happen then she told me you need to come back tomorrow 4 hrs before your flight .My flight was noon I decide to come around 8am thank god I did.
I was told that my flight was cancelled to go over to American so I did American sent me back to USAir I ask to speak with a supervisor the gentle man came over I explain what had happen he was the only person that was professional doing this back and forth nightmare he printed out 2 tickets Indy to Charlotte and Charlotte to Miami then he sent me to American to get the ticket from Miami to ST THOMAS in all the years I have been flying American I have never wanted to use American or USAir again it is so obvious that their is a big war between the employee's and the passengers paying the price .This is just unacceptable. This really need someone's attention .
My flight was canceled due to mechanical problems. I was booked on a flight two days later but when asked if I coul rent a car and drive the five hours, I was told I would be reimbursed for rental car by an agent. Now they refuse to reimburse me for the vehicle. We had 9 passengers in the vehicle. Saved American airlines hundreds if not thousands of dollars. Shame on them. Their agents word is worthless.
Today my flight from Houston to St Louis via a flight exchange in Dallas was delayed. Instead of the connecting flight awaiting they left so I am now stuck at DFW. I am a minor so this was a complete disregard for my well being!
My baggage handle was ripped and need to be replaced when I checked my baggage it was in perfect working order no problems when I get back to Denver it was damage the baggage service person wasn't very helpful ,he was too busy chewing his GUM. I was told here is a number you can call and here is your file locator number, but I don't think that they will do anything for you. What bad relations in other words AA really don't care what happens to their customer's baggage, when we have to pay $25.00 per bag we should have the right to get our bags the same way we give them to be checked. I'm very disappointed in AA.
We booked our flight to Aruba 3.5 months in advance and confirmed having seats together. We are frequent flyers and they have all our contact info and were clear that if there was a flight change they would text me. They didn't. My flight was changed to the middle of the night but they didn't notify me, they also booted us out of our seats so we didn't have assigned seats anymore. We didn't find out until the day of the flight when we tried to check in on line and werent allowed. It took a couple of hours to find and get to the right people and have our flight work so that my 10 year old wasn't leaving at 2:30 am with a connection in the am. We did get it changed but it cost us a hotel night at our own expense in Miami. But then the seats were not assigned, so I had to call again because we still could not check in online. So they finally fixed that but now we have to leave for the airport, no more time, so we rushed to check in online.
We did get seats but not together, also had to rush to a flight 5.5 hours earlier with and were told to get seats at the airport. Long line, long wait, about 30 min, rude attendant. Finally did give us seats together but charged me for bags. I didn't realize my AA credit card didn't cover bags for this international flight. When i found out I wanted to exchange for my American Express Card which covers my bag fees for AA. He said it was enough he gave us seats together (to replace what they messed up) and didn't have time to do more I would have to contact customer service. When I contacted customer service to return the bag fee and charge to my AA card (only available through correspondence and now on 4th letter), they said they can't do it. So their bad service is costing me many extra hours and stress (thought they eventually fixed the flight and seats) and an extra $200 for the hotel plus bags. The last time we flew they never registered our FF miles for my husband and son (18k miles each) even though I contacted them 3 times and confirmed it was on there, not only at booking but each other time. Now it is 4 months later.
They charge you unheard of amounts of money to give your miles to someone. Even though you can use your miles for free to buy someone else a ticket
Folks, First I called your 1-817-786-3778 number as directed selected item 6 once done the phone cuts off EVERY time!!! My wife and I were trying to fly to Pittsburgh due to an unexpected death in family as you can imagine we were not in the best of spirits. We checked in,, obtained our tickets proceeded to the gate where we were told we were on standby!!! We explained our situation to the attendant but was told this happens period! I would expect an airline to try and help considering our situation, but no luck. Another couple were gracious enough to give us their seats which were on row 23! To make matters worse, my wife needs to use a walker due to a broken hip she is recovering from and it would be very difficult for her to maneuver the isle way and may fall down!!. I explained this to the flight attendant and was told if we didn't like it perhaps we should take another flight! Everyone in the front of the plane turned around in disbelief, the attendant turned around and walked away. This is how American Airlines treats passengers regardless of the situation! As a retired Quality Director in the Aerospace industry I could not believe how American's values have dropped, The sad thing is this message will in all probability fall on deaf ears!!!
All I heard from American Airlines was the more you fly with us the higher your Priority Status would become. Well, that is the truth but when it come to getting on a plane it make little difference what priority level your have because all levels are announced at the same time. Executive Platinum, Platinum , Gold, Emerald, Sapphire and Ruby making for one big mess at the gate. I'm at a very high level and now looking at other carriers because this has gotten out of hand.
Our flt was cancelled out of Fort Walton Beach FL ON SUNDAY FEB 22ND 2015. Flight number 3129 going to DFW, due to ice on runway. We were unable to flight back to Dallas, and our final destination SAT. Until Wed the 25th, We had extra expenses totaling 587.10. I am a Vietnam Disabled Veteran living on a fix income. If there anyway we can get this expense or some of it. This extra expense have put a big dent in OUR INCOME.
Unable to enter phone contact info on AA website due to lack of space to enter all numbers. Called customer service directly and wash quoted a 45-50 minute wait for call back. Completely unacceptable.
Approximately one month ago, I booked round trip flights from Traverse City to Nashville from March 24 through March 31. I received confirmation numbers, complete itineraries, seat assignments, gate numbers, etc. On March 23, I attempted to download boarding passes, but received a message that I had no reservations. After extensive amounts of time on the phone with your agents, I was told there was no record of my confirmed flights. Since the "solution" offered to travel from Traverse City to Chicago to New York , possibly Dallas, to Nashville was totally unacceptable, I had to cancel motel reservations in Traverse City, lose a day with family I had not seen for almost 2 years due to his deployment to Korea, and reschedule the flight for March 25. As I again tried to download boarding passes the next day, your agent who booked the flights forgot to assign a seat and I could not download passes. Again, after a couple hours on the phone with your agents, I was told only the airport could assign the needed seat number. After a trip to the airport an hour away, I finally received the required seat number so I could make the trip. This is by far the worst experience I have ever had in dealing with an airline in decades of flying. I have had absolutely no trouble with Delta and Northwest flights for many, many trips, and am sure they are the only airlines I will use in the future. I seriously doubt if I will receive any compensation for American Airlines completely messing up my trip and wasting a very important time with my family. I feel it would be totally justified for you to reimburse me for a portion of my expenses at least for this disaster.
Subject: Unsatisfactory Customer Service for 1st Class Passengers: AA Record Locator VQPWRX and HETCFD. Dear American Airlines, I would like to bring to your kind notice that myself and my wife Malti Gupta had to face lot of difficulties due to repeated cancellation (without any information) of American Airlines Flights from New York –JFK to Miami on March 20, 2015. I attach herewith copies of e Ticket confirmation dated Nov. 30, 2014, March 17, 2015 and March 19, 2015 and Boarding Pass for Flight # AA 1589 dated 03/20/2015. While I was confirming my reservation with the Kuwait Airways on March 16, I discovered that the AA flight # 2351 from New York – JFK – Miami on March 20, 2015 will depart from JFK at 5 PM although the E Ticket shows it as 7.20 PM. Immediately I called American Airlines and they issued new e ticket on 17/3/2015 changing the flight as AA#2387. It was my daughter in Miami who by chance found out on March 19, 2015 that flight # 2387 from JFK to Miami has been cancelled. Immediately, I called American Airlines from Kuwait and they issued a new e ticket for Flight # 2299 leaving JFK at 5.45 pm on March 21, 2015.
Later in order to avoid overnight stay at New York my daughter made a reservation for flight No. 1589 leaving LaGuardia Airport at 8.30 PM for Miami on March 20, 2015. After boarding the flight # 1589 and sitting in the Plane for more than 1-1/2 hours, this flight was also cancelled and we were asked to come next day i.e. March 21, 2015 at 8:00 AM to catch the same flight. Last but not the least, when we landed at Miami, out of 4 priority bags (suit cases) booked by us only one suitcase was delivered. We were told to wait for the next flight, which made us wait in the Baggage Claim area at Miami Airport for more than 1½ hour. Considering our age + 82 Years and + 78 Years (for my wife) and the snow and rain at New York on 03/20/2015, it was an ordeal which left us completed exhausted and tired on reaching Miami on 03/21/2015. We are extremely disappointed with service received as a First Class Passenger travelling without any advance information for the repeated flight changes/cancellation. We have been loyal American Airlines Customers for decades. However, after this experience, we have to seriously reconsider our options for any future travel plan.
American Airlines Customer Service - I have received this contact email thru customer relations in Miami Florida. I had to be rebooked on my flight - my original flight was coming from New York - Laguardia layover in Miami and then on to St.Thomas - So I started in NY and we were delayed a couple hours sitting on the plane for mechanical problems - this was cutting it close for my layover - I was getting worried on timing as we were getting close to landing and asked the flight attendant if they could let them know at the gate that I was coming in - she said she wasn't able to do that - so as I had paid for internet on the flight I kept checking the status and now the other flight was delayed by 10 then 20 min - so I knew I would have time and the gate was near where I was getting off - I run over scan my ticket and the man tells me the flight is full - to which I think he's joking and laugh - he's not joking there are about 5 of us from this other flight standing there as ticketed passengers that they know our flight is coming in yet they sold our seats - are you kidding ?
I understand if someone isn't there after an amount of time to sell them but we were on a flight at the gate - why would they do this - and on the last flight out for the night at that! I am then directed to rebooking - where they put me on an 11am for the next day - and I have to stay the night at Clarion hotel-without my checked bag mind you - I have only my purse - fantastic -I should also mention my reason for the trip as my friend is getting married - so now I have missed my friends rehearsal dinner - and since I won't be leaving until 11am ( first flight out ) get in at 2:00 guess what I will also miss my friends wedding!!!!!!
The whole reason I'm traveling is ruined ( oh and on top of that Alex Sent from my iPhone
I should also mention 2 weeks ago I traveled on American Airlines - from LGA to NYC for work -I was delayed for weather - then delayed delayed delayed get on a plane board then they take us off for mechanical problems - as I rush to the last flight of the night - delayed delayed again we were waiting for the Pilot - so traveled from 6am to 2am I missed my works preview night- This was suppose to be about a 5 hour trip and turned into 20 hours - It seems we wait and are delayed for everything other than the passengers -for this new 10min policy - and I am aware that this is because they want some award for on time departures well they may win the award but they are certainly going to loose many customers in this process - I am hoping my bag will have made it to St.Thomas when I arrive but I'm not having high hopes for that either - I also did hear that people on the flight were offered 1,000.00 vouchers - why was I not given the same ?
I live in the Phx area. My father was ill so I booked a flt from Phx to Seattle on Feb 28th, coming back the next day, using my US Air dividends miles. I did this as it was a last minute decision to go see him. Since then, he passed away on March 18. I had 29,000 plus miles in my acct. I was charged the following for using MY miles: $12 taxes and fee, $75 quick ticketing fee and $25 award processing fee for total of $111.20!!! Just received the billing. I also have reward miles on Alaska Airlines. They charge me $12 TOTAL to use my miles. I see no reason to charge the amount that I have been charged. I see no reason to add additional miles to my account, then use them and be charge these high fees. Can you please reduce these charges? If not, you will force me to discontinue using my card and miles for future flts. Thanks very much for addressing this matter.
Flight 1429 to Orlando off this date 27 March was delayed four times and then all the passengers for this flight to Orlando were placed in an airplane that was still being repaired while the temperature was hovering over 100 inside. I suppose your American airline employees thought it was cute that Dadion want to hear anymore complaints from people so they stuck him and lock them inside the airplane to roast. The situation is still ongoing.
Flight from Cancun, Mexico to Dallas, Tx was cancelled on March 4, 2015 due to bad weather - I understand no problem. I (87NHJ94) and my Wife (Martha 18PHY68) were rescheduled on US Air for March 5, 2015 at 5PM from Cancun, Mexico to Phoenix, Arizona then to Tucson, Az. I paid extra for the seats I wanted on the original flight. On the change I also asked for the seats, but was given the seat across from the bathroom. 4 1/2 hours of having to smell the very strong disinfectant coming from the bathroom. I was complete abuse - completely unexceptable. For days I felt sick and continued to smell the disinfectant. Brain dead CEO's, decorators, designers, employees that only seat in 1st class have no idea what it is to smell the bathroom odors for 4 hours. Please have them seat there and give their opinion. I was abused by being put there. I was a loyal AA traveler-was. Hoplefully someone will understand.
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