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Maybe it was trying to absorb TWA that has given American what seems to be a chronic case of indigestion. Over the last few years, AA has succeeded in destroying a splendid reputation.
As the complaints in this section show, American manages to insult and alienate just about every type of passenger you can think of -- those who smoke, those who need oxygen, those with babies, those trying to connect with cruises and those who've booked large groups tours, to name just a few.
We don't know why anyone would take American, United or any of the other over-priced giants when there are such splendid, consumer-friendly carriers as Southwest, Jet Blue and ATA.
Bill of Lake Forest CA (09/05/08)
Letter to AA We wanted to thank you for being apart of our dream vacation. This trip has been in the planning stages for over one year, starting first with our flight reservation and then planning a dream around them. With four of us traveling together we had to make many compromising decisions with side trips airport parking and shuttles to hotel and accommodation that would fit all of our needs, length of stay and so on. So once we had those decisions behind us we made all the reservations to insure us of that dream vacation.
Things started to fall apart when the couple we are traveling with got a call from the airline that the flight we were on was canceled and they were put on a flight one day earlier and gave them two free airline tickets to be used in the future to keep them as a satisfied customer. That call lasted app. 4mins and they were totally happy with the changes knowing we would be treated in the same way.
Knowing this I called Alaska Air to check our status and told that our airline which is American could help us. Three days later and many phone calls we got a call from you. Our 3 hr. non stop flight was changed to a 26 hr flight with a lay over in Mexico City and was told take it or cancel your trip. That was not acceptable; I was connected to a supervisor who tried to help but really could not do anything that would make us happy and keep us as your customer. Our flight is now taking us 3 days to get to ZLO. Please call ###-###-####or ###-###-####to keep us satisfied.
Emailed Response from AA Thank you for your interest in American Airlines. Based on the information you have requested, I have determined that our reservation personnel can better address your concerns. They can be reached via 1-800 and are available to assist you 24 hours a day, 7 days a week. Talk about going in circles is is a run-a-round
Janet of Richmond VA (09/05/08)
I was forced to pay $1600 for two one-way tickets to Aruba. I had to sit in the emergency exit isle and I am physically chalenged. When we arrived in Aruba my daughter's luggage was there and I was tol that my bags may have been left in Miami or on another plane somewhere. After standing with about 30 other travelers and being treated rudely by the agent on duty we were told to go to our hotels and that they would deliver the luggage.
We filled out a form as required. My luggage was delivered two days later. My medication was in the luggage that I need everyday for anxiety, depression and my heart. I had to purchase a basic toiletries, flat shoes,etc. I was able to borrow clothes from my daughter that did not fit. I was told that because American Airlines did not have a relationship with Jet Blue, who had cancelled our flight, we had to pay full fare. We were hearded into to the hall to get on the plane like catle to have to stand there and wait for other passengers to get settled.
I was left for two days withut medication, clothes that fit, and toiletries including a toothbrush that I did purchase. We were given a number to call to get a status on my luggage that and the mailbox was always full. The Ticketing agent was the only one that treated us with courtesy. My vacation was awful and we lost three days including the travel day. I think the airline should return my money and give pay me for pain and suffering.
Otis of Wadley AL (09/03/08)
On 9-30-08 my wife returned to Atlanta on flight 1492 from Trinidad by way of Miami. Upon arrival at Atlanta her baggage was not there. We and others were given a form stating that the bag would arrive from Miami the next morning and be sent to our house.
Upon arrival home, some 89 miles away we received a phone call stating that our bag was at the airport and that we must have over looked it and that American Airlines would not be delivering it as they had stated. Our bag had 3 inch tall white letters with our name written in finger nail polish on them. We did not over look that but American Airlines did over look that big lie they told about delivering our lost bags and we will not for get our lying bad service.
We had to return to the Atlanta airport from Alabama some 89 miles away. Gas money, time spent returning to airport 3 hours and 178 miles for nothing when they could have ran a second luggage check before stating that no other bags were there.
Annie of Bartlesville OK (09/02/08)
I travelled with my 16 months old son from Buffallo to Tulsa,Ok as my sister was delivering her third baby. I wanted to help her as she has 2 more kids already.I bought so many gifts to the new born baby and brought with me to giver her as a big surprise. When I arrived in Tulsa OK, I could not find one of baggage and I gave a complaint in AA office and the lady over there said that they are going to deliver the suitcase to our house as soon as it arrives.
I waited the next day and called them they said they didn't get it. It happened 5 days and then when I called on the 6th day they said they will send me the firms and I will have to fill them up and send them back. To make a long story short, I called every single day as I was the visitor there and even my baby's stuff was there in that suitcase.
After about 2 months they said they found my suitcase and they sent the suitcase to me. BUT the suitcase was damaged so badly and half of the presents were missing including my baby's milk bottle stand. I never expected that even they take out the used stand. Well all brand new presents were missing and they sent the suitcase back with my shirt and undergarments. I was totally shocked as I spent so much money and TIME on that stuff and I coudn't get it back.
I have been calling them and they sent me a cheque which will not satisfy even half of the worth I lost. When I try to call them again it says ALL THE REPRESENTATIVES ARE CURRENTLY BUSY. I don't know what to say. But I was deeply dissopointed with the AA customer service.
I LOST MOST OF MY STUFF AND THE SUITCASE WAS BADLY DAMAGED..
Wajiha of Stillwater OK (08/23/08)
I took Ittehad and AA connecting flights from Lahore, Pakistan to Oklahoma City. One suitcase and one stroller has not arrived. Another suitcase was opened by the authorities, and a purse that had my debit cards, university identification card, receipts, and cash inside was definitely stolen apart from other things. They also did not put a card inside that should explain where the suitcase was opened and checked by the authorities.
I have to cancel the debit cards and request re-issuance of the University identity card. Thy have opened the research CDs box and damaged the items. They also removed the DVD/CD player by force and damaged parts of the laptop that contains my extensive research.
Walter of Orlando FL (08/22/08)
I got a tkt from Orlando/Amsterdam back Paris/Orlando with AA in June and got upgraded with my VIP certificates (Exec Platinum). Realized this week that AA had changed its flight departure from Paris in 1h15m.... so my connection in Miami would be longer. I called and they were able to change my connection to an earlier one and they said I would get new tkt by email.
When I got new tkt I realized that in spite of having using a VIP certificate my seat from Paris to Miami was on coach... and I was just upgraded from Miami to Orlando. I called again and was informed that there is a new tax out of Paris and to re-issue the tkt with my biz class seat I would had to pay more $53.00. When I got tkt I paid all fees and taxes. Ticket was re-issued because AA changed their flight schedule. To change my connection in Miami they did not say I would have to pay anything else until I see that I was back on coach. so they did not say there was anything else to pay.
they took me out of my biz class seat in this flight. to put me back on my seat I had to pay $53.00 Airlines are out of control even with their premier customers. I wrote the AA Exec Platinum and basically they said if I was not happy they would give me how much I paid for it but they could not waive for the $52.00 Imoral, Ilegal.... and what do I do... do not pay it and lose the biz class seat I had issued before?
Rob of Richmond VA (08/21/08)
. I had called American Air & asked if I could carry a guitar on board my flight. I was told I could. When my flight was delayed Sunday night making my connection impossible, I was given new flights Monday morning. Upon arriving at the cabin door in Austin TX, I was told there was no room to store my guitar and it would have to be checked.
Upon arriving in Richmond VA my guitar was severely damaged. The headstock was snapped off. The guitar was in a hard case designed for it and I had checked other guitars on flights in similar cases. THIS guitar however is a collectors item and that is why I did not want to have it in with the baggage. The Guitar is a Gibson Les Paul 1960 Classic. I just purchased it 5 days ago. The current value is between $1700.00 & 2300.00. (look it up on E-bay) In its current condition it must be repaired and will not have one quarter of this value. It represents a loss of over $1200.00 to me.
My other bag contained bottles of vitamins. Due to the handling techniques of these same flights- the bottles were broken and my clothes were full of shattered glass. I had wrapped the bottles carefully. It had to be quite a shock to do this. I have yet to hear ANYTHING FROM THEM!!
loss of 1100.00
Ryan of Phoenix AZ (08/21/08)
Vacation was from Phx AZ, to St. Kitts West Indies. Delayed flights and misplaced baggage. Lost almost 2 days of our 7 day honeymoon due to various reasons. Required to stay overnight in Puerto Rico Airport hotel. We contacted our AA Vacations agent as soon as we heard there was a delay in Dallas, the Agent told us they would call ahead and tell the hotel we would be a day late because our flight was delayed overnight.
When we finally arrived, the hotel said they thought we were a no-show because we never called & were 48hrs late. They released our room and rented it out and we ended up having to upgrade our room if we wanted a room better than the cheapest available.
Instead of arriving monday, we arrived late tuesday afternoon & had to negotiate to even get a room, due to a large group also staying at the hotel. Also 1 1/2 days of our all inclusive package where spent in airports and run down airport hotels. We had to pay out of pocket for the room change and were told that we would be compensated for the difference and the time we were not at the destination.
Jeff of Georgetown TX (08/12/08)
On July 16th my family and I flew from Austin to Tampa for vacation using AA miles. Two days earlier, on the 14th, I received an email upgrade notification. The notification seemed odd to me since I've flown AA for 20 years and am very familiar with their rules but thought that maybe the rules had changed.
After arriving at the ticket counter I was informed by the agent, her first name was Judy but she would not give me her last name, that we would not be receiving the upgrade and that we'd lost the seats I chose on the website and my family would be seated all over the two flights to Tampa. When I protested she began blaming me, saying that I shouldn't have checked the upgrade box on the website. Knowing that it was impossible to request an upgrade online using miles I then became angry and demanded to see a supervisor. She came back out 10 minutes later and says it will be another 20 minutes.
The supervisor finally came out and did nothing to help, even when Judy threatened to have me arrested. The agent doesn't have a clue how the website works and now she taunts me into becoming angry and then threatens to have me arrested? I have 1.6M miles with AA and have never lost my cool, but I've never been treated this way either, by ANY airline.
I used to feel sorry for AA employees since many of their issues are out of their control but not anymore. They openly mock and ridicule AA management, especially over the bonus payouts to executives, and now it's reaching the customer level. One attendant on a flight I recently took openly announced her displeasure with the bonus issue over the intercom as we were landing. These people don't like their management or their jobs and it shows. No more loyal customer here. I've already made 4 trips since then, all on Southwest, and will continue to do so. They sing to you instead of complaining.
Got a form letter apologizing for my experience and wishing me well as I fly other airlines
Kathy of Fort Worth TX (08/11/08)
I arrived at DFW Airport FLT 1774 on 08/09/2008 which also happens to be my birthday. I was traveling with my daughter, nephew, and husband. We received 3 of our 4 bags. I checked with Baggage Claim in which Ms. Washington informed me the bag was accidently put on an earlier flight and I can retrieve it at terminal 4d. I informed her someone is picking us up and cannot go there and she informed me I can take the tram. I received no apology.
I asked for a supervisor. Ms. Patricia Bradberry walked up and asked what the problem was. I told her my bag was at the wrong terminal and someone needs to bring it to me. She informed me that was impossible. I said well I shouldn't be inconvienced for their error. She immediatly started glaring at me and she and Ms. Washington rolled their eyes at me. Then she said Well I just won't speak if you are going to cut me off. I said I didn't cut you off and even if I did I am the customer and I am allowed to express my frustration, especially since this is no fault of my own.
She continued to berate me about cutting me off and I said well you didn't even apologize to me. She said you didn't give me a chance to. She and Ms. Washington looked at each other again and the eye rolling continued. I asked to speak to another supervisor. She called someone named ED on the phone and told him in front of me that I was being difficult and not listening to her and that I said she was a bad person. Which is a DOWNRIGHT LIE. I couldn't believe this lady lied right in front of me.
Ed was very helpful, told me Happy Birthday, and apologized THREE TIMES. He told me the bag can be delivered to my home. I hung up and both ladies just glared at me. When I got home I called AA Baggage to find out when my bag would be delivered. I informed them the bag belonged to my husband and he needed it because he was going back out of town the next day. They informed me the bag was picked up at 9pm and would be delivered in the next 4 hrs. I was informed of this by Sally Wong who was very nice but had little information. I called back several times and continued to be told its on its way and I should receive it by 1am.
My husband called a little before 1 and talked to Jennifer. She said she didn't know when the bag would get there. He asked her if he was just supposed to stay up all night waiting for it. She said I don't have time to argue with you and hung up on him! I finally received my bag at 700AM SIX HOURS after the promised window. American Airlines cares nothing about their passengers. They are the rudest most unprofessional company I have ever dealt with and Ms. Washington and Ms. Bradberry are terrible representatives of this company.
Most of the damage I received was emotional distress. Also, my husband had to delay his trip because of the delay in baggage because of their error. When a passenger is crying because of something an employee says or does to them, there is a huge problem!
Kevin of Chicago IL (08/10/08)
I was scheduled to leave Rome on Flight 111 on the 4th of August 2008. I was told when I reached the airport ONE FULL HOUR before the flight's departure time that the flight was closed. The ticket agent at the security counter/checkpoint refused to show me to the area where baggage was checked and I could have made my flight. I know this was possible because the next day when I was able to get on the same flight (after paying an exorbitant surcharge to be on standby) The flight was NOT CLOSED one hour prior to the departure time and I was allowed through the gate and into the departure area one hour prior to the SCHEDULED departure (the flight left one hour late).
My complaint is this was at least bad customer service. Worse, it could be biased and extortionate. I expect a higher level of customer service from American and had received it up to this point. I look forward to hearing from [them] regarding this matter and there being a resolution that, at a minimum, revokes the charges made to me on the 5th of August 2008.
I was Charged an additional 500 in airfare and had to buy another 200 night in a Rome Airport hotel and an addtional $20.00 in parking in Chicago
Richard of Plymouth Meeting PA (08/01/08)
My wife & I were delayed in returning home from our vacation in Anguilla on Saturday, May 31, 2008. We were scheduled to take American Airlines - American Eagle / Executive flight #5175 at 2:51 pm to San Juan, Puerto Rico with a connecting flight by American Airlines (flight #1738) to Philadelphia, PA (scheduled to arrive at 9:40 pm). However, Flight #5175 did not leave Auguilla until after 4:15 PM, arriving in San Jaun at 5:30PM (1 hr & 30 minutes late) thereby causing us to miss our connecting flight in San Juan which was scheduled to depart at 5:45PM.
Upon arriving in San Juan and clearing customs, we were informed that flight #1738 to Philadelphia was closed and that there would not be another flight to Philadelphia until the following day. I was seen by a medical doctor in Anguilla on Friday, May 30, 2008 and was diagnosed with a medical condition that required urgent medical attention within 24 to 48 hours. (Abscess / Staph Infection) that was getting worse quickly. The doctor advised us to go directly to the Emergency Room upon arriving in Philadelphia late Saturday evening. We explained this to the American Airline customer service representative and since there was no flight arriving in Philadelphia that evening and since my husbands urgent medical condition would not allow us to delay until the following day, the representative booked us on American Airline flight #792 to Baltimore (arriving at 11:45 pm).
The representative advised us to rent a car at the Baltimore airport and drive ourselves home to Philadelphia to the hospital emergency room. This is what we did, arriving at the emergency room at 4:00 am on June 2, 2008. The customer service representative advised us to send the receipts for our expenses to the above address for reimbursement. However, American Airlines has written back that they their policy is not to compensate their customers when inclimate weather delays a flight.
However, while in Auguilla, waiting for our departing flight to land, the AA agent did not tell us that the flight was delayed because of any inclimate weather, esp since the flight back traveled the same airspace that it originated from and it was a clear and sunny day. Moreover, I paid for two tickest to be flown home to Philadelphia, not to be left stranded in Baltimore, MD at 12AM with a need to get to a hospital that would be close to home after leaving the hospital from treatment.
I am seeking compensation for receipts from Alamo Rental Car dated June 1, 2008 in the amount of $433.38 plus Toll Receipts totaling $11.00 for a total of $444.38.
Star of Keller TX (07/28/08)
07/24/2008 When I purchased the tickets I knew my 15 year old would be returning home alone. I specifically told the agent DO NOT book her unaccompanied minor because she is 15. She asks me her birth date and I told 12/16/92. Then she agreed. I WAS ABSOLUTELY MORTIFIED at the sequence of events that occurred when she tried to get home. As my daughters mentioned earlier, she called me and asked if I booked her ticket unaccompanied minor. I told her no; In fact I made sure that that was not to happen. She explained to me, she tried to check her in at the self check and much to everyones amazement her ticket was flagged unaccompanied minor and it was down hill from there.
After my daughter informed me they had to go to the unaccompanied minor window and stand in line, because of an error on AA behalf, the baggage didnt get checked on time, I later found out they could have checked her luggage in at the window were they were, but instead they sent them to check in her baggage at the main baggage area to stand in line AGAIN, and by then they were too late, as they missed the 45min window and my 15yo lost her PAID FOR seat. I immediately got on the phone with an agent, and explained to her what happened, and how could this kind of error take place, and she ask me for the RL#. The agent then told me the best she could do per her supervisor, is give her a 5:20 flight 4 HOURS LATER!
I then ask for her supervisor, and explained I bought a seat, and because of an error on AA behalf I needed her on the next flight! He then tried to blame the error on my daughter saying she didnt get to baggage on time and I explained to him that if someone within [AA] had not went back and changed the ticket (I know that info because the agent and told me) then I wouldnt have a 15yo alone. The supervisor decided to put her on the last flight instead of the next one, the 2:20 which she had a ticket and seat for. I dont know why he decided that was appropriate to bump her off that flight and put her on the last. The 3::05 came and went, as well as the 3:40 all the flights were oversold?. I asked the supervisor would he do that to his child? Shes 15! I PURCHASED her a seat! He said 5:20 and that was it .
I then told the supervisor I wanted my money back, he said your not getting your money back! The supervisor was very unsympathetic and was not willing to work with me to get her on an earlier flight. And the airline offered no one willing to check on her or attempt to feed her. It was resolved that she was not an unaccompanied minor but too late. She finally arrived home at midnight! She had an extremely long day unnecessarily. We have flown AA almost exclusively since my children were babies, but that wont happen again! I will never fly AA again as this is not the first incident with one of my children.
Selene of Los Angeles CA (07/28/08)
I took LAN AIR form Peru to Miami and then to LAX. AA charged me for the baggage fee because I stayed Miami for couple days according to the person who checked me in at the Miami airport. I called AA when I came back and the representative told me because I didn't book the internation flight with AA so they charged me for the luggage. My flight schedule is LAX- Peru-Miami-LAX. It was with LAN AIR. The itinerary from LAN AIR shows the flight from Miami to LAX is operated by AA.
I don't think it's fair to for AA to charge me the $40.00 baggage fees since the flight from Miami to LAX is part of my International flight/trip.
Willy of Vernon CT (07/25/08)
I am writing to complain my 07/23/08 5:00 p.m. American Airlines Flight 181 from JFK to LAX. I boarded the flight at 6 p.m. and sit inside the plane for 5 hrs until the captain decided to cancel the flight due to thunderstorm issues around the area. I am going to focus on what I experienced during that 5 hr time span and the baggage claiming experience. After the first 2 hrs on the flight, there are some passengers sitting at the back rows trying to ask for a few things including current flight status, food and beverage servicing so on so forth. After a few questions asked, it appeared that no one is being helped on simple things like trying to get a blanket, trying to get water, trying to get some snacks/sanwiches.
Then those who's not helped started to be furious and kept asking the crew why they cannot get this and that helped. The crew felt very annoyed and yelled back at those passengers. Finally after 2.5 hrs they started to serve water and orange juice only and nothing else. Passengers became more furious after that and kept asking the crew about this poor servicing. Then the crew asked the chief flight attendant and the captain to come to the back rows. They said We have no control at all about what's going on with the flight status, and we are working extremely hard to get this flight out of here. Therefore from now on we don't want any disruptions and questions and all these non-sense anymore from you guys or you will be THROWN OUT OF THE FLIGHT!
Yes, this threatening was coming from the mouth of the captain and the chief flight attendant. I cannot relate what they said to politeness, respect and professionalism. No one was committing any crime here! Do they know who's contributing to their paychecks? OK, after 3.5 hrs on the flight, they finally offered selling sandwiches and snacks. When the food tray arrived the back rows, pretty much only a few packs of peanuts left to choose from as they simply don't have enough food to feed everyone. Some passengers then started to scream because they cannot get a sandwich for their starving son. The flight attendant said in a rude tone We only have 22 sandwiches and there are 120 people on this flight. Nothing I can do. And then he just gave a bag of peanuts to the parent and walked away.
We are not looking for deep love from who we pay for here, at least they can treat kids a little bit like humans. As a result, a lot of kids had nothing to eat at all until they got off the plane. I did not believe it would take the captain 5 whole hours to decide whether the flight should be canceled or not if the weather condition was so severe around. It's just AA who didn't want to pay for stay-over hotels and meal vouchers and all other things that came with flight cancellations. As long as they are not violating the flight cancellation time limit law, no one is getting back to the gate at all.
And how come they couldn't ask the ground crew to bring in more food for everybody if they didn't want us to go back inside the terminal building? Answer should be obvious... $$$ Well, at 11 p.m. the captain finally said the flight was canceled. The captain and all the crew did not offer apology at all after the cancellation announcement. I was pretty sure that they thought they were doing a fantastic job here, weren't they?
Another part, baggage claim. My luggage came out of the belt successfully. Unfortunately my coworker's luggage didn't come out of the belt at all after 1.5 hrs of wait. Then a passenger told my coworker that she checked with the baggage service and they told her those missing bags MIGHT already be sent out to LAX on an earlier flight but at that moment they couldn't trace those bags at all. Almost 1 a.m. We were driving 1.5 hrs back to Connecticut under rain.
To summarize, in this experience, I understand sometimes bad weather might unavoidably canceling flights. But I couldn't feel any professional customer service from AA. I couldn't feel politeness and respect from who we are paying for. I will do everything I can to persuade the traveling representative in my company not to pick AA at all on all future business travels This is my business trip to Brisbane, Australia. Originally we are due to show up there on Friday but now have to push back and some money will be lost.
F of San Antonio TX (07/23/08)
Called to see when i could expect my wifes flight as it was over a half hour late boarding. CiCI, told me this wasnt life or death and kept cutting me off. I was never able to get the question completely asked and she kept im giving you current information. The problem was she didnt hear my question cause she cut me off. When i asked her to let me finsih, she cut me off before i could finish even saying that and said to me, QUIT BEING DIFFICULT. THen thanks for calling american airlines and HUNG UP ON ME. I always fly southwest and my wife chose aa bec of their low price but I WILL NEVER fly aa nor will anyone i know if i can help it.
They got money for a flight that was below normal experience, I was unable to speak to anyone else to file a complaint- Regardless in a perople oriented industry for someone to tell me it isnt life or death ripped my craw to say the least...
Fahm of San Francisco CA (07/18/08)
My boyfriend and I were flying to Budapest, Hungary from San Francisco, CA on American Airlines on 7/3/2008. Our itinerary was SF --> NY --> Paris --> Budapest. It all began in SF. The flight was delayed for 20 minutes, then we were asked to board the plane, found out there were mechanical difficulties, then got off the plane.
Due to the delay, our flight in NY had to be changed. After changing our flight in NY, we found out there was another delay. Finally, the delay was so long (about 6 hours) that we missed our connection in NY. We had the option of flying the next day out of SF, or flying to NY. We were told to fly to NY and figure it out from there. When we arrived in NY, they gave us new tickets for the next day, so we stayed overnight in NY. (Our itinerary was one night in Budapest, train ride to Prague, then 5 nights in Prague. At this point, our hotel in Budapest had to be canceled with no refund, our ground transportation from Budapest to Prague had to be rescheduled, and we would have to fly to Paris, then Budapest, then get on a 7-hour train ride to Prague. When we requested a flight to Prague instead, they said this was not possible.)
Upon checking in the next day, we were told our tickets were not valid, because the layover in Paris was not long enough to switch our bags. And we cannot fly to Prague. We found out there was a direct flight to Budapest, but that flight was full and we could not get on. Finally, the light at the end of the tunnel was Vicky in New York. She somehow, magically, put us on a flight to Budapest, and we landed successfully.
Then... on the way back to San Francisco from New York, our plane had mechanical difficulties AGAIN. This time, the plane was missing a part (!!!). They, once again, boarded us on the plane with no ETA, found out it took many more hours than expected, got us off the plane, and after 4-5 hours, we were off. Throughout the entire experience, the customer service at American Airlines was awful except for Vicky. No one wanted to help us with anything, kept redirecting us to other people, and even gave us wrong plane tickets. Awful, not flying them again!
Graham of Christshurch OTHER (07/18/08)
I would like to relate my experience with American Airlines for the world to hear. On a recent holiday I made 4 flights with this airline and only one of these was on time. That was the one I missed when the previous flight was late. All of these flights were late due to mechanical breakdowns and in fact twice we were held up for over 25 minutes while the plane was started manually. All this meant that we were 1 day late getting to our destination and 1 day late getting back including missing my International connection, and having to rebook at my expense to get another flight.
When I returned to New Zealand I contacted the Customer Service department twice via the web page and twice I faxed my complaint to the address on their web page. From this I received one automated reply saying that a customer services representative would contact me in the near future. I am totally convinced that American Airlines has no customer service department personnel and that it is run by automated computers. My advice to anyone who wants to travel and be on time, is to steer well clear of these people.
Also if you expect any type of service at all dont deal with this airline. It is far better to pay another $200 for your flights and get there without hassles. After all I am over $500 out of pocket because of their failures and they dont want to know or even acknowledge my letters. If everyone gives them a wide berth maybe they might get the message. I can supply a copy of what was sent to American Airlines if that helps.
Ronald of Fayetteville NC (07/10/08)
On 6Jun08 my family and I were traveling from Fayetteville NC to Colorado Springs on business for me and vacation for my family. We drove to Raleigh NC for our first leg of our trip. RDU to DFW. All went ok so far. Then in Dallas we boarded AA FLT#1853 for Colorado Springs, this is were our trouble began.
My wife was told by a AA employee in Dallas how to apply for a refund, also she was told we shouldn't have a problem getting refund. We have written AA and sent the request certified mail. We have receipt that AA received our packet. Yet they won't respond to our mail or emails. Please help if you can. Or advise us on our rights. Tomorrow I am sending a request to AA CEO Gerald Arpey for our refund.
Return Expenses to Fayetteville (Including Hotel Stay in Dallas): Hotels: $593.00 (Dallas Hotel/4 Nights) 104.57 (Nashville Hotel/1 Night) 106.70 (Charlotte Hotel/1 Night) Gas: 54.51 55.00 49.25 Rental Car: 799.99 AA Tickets: 1,315.50 (Refund for 3 tickets) Total Expenses: $3.078.52
Mike of Dallas TX (07/08/08)
American Airlines hides behind their customer service web-form.
Leonardo of Aruba FL (07/04/08)
i lost my luggage with a bride dress and two helmets the bride was a surprise that we was planning when we arrive to aruba its shame a big company like american airlines and has a big lack of comunication in naruba and also in miami in aruba they charge me and my wife to change a a day for $220 and in miami i paid $120 for 3 days more.
i hope i can get my luggage back with all my wife clothes and the bride dress american airlines most be more precaution on deliver client luggage and be more helpfull.
Xiaoying of West Lafayette IN (07/03/08)
I left Shanghai to Chicago on 30th, June on the fight of AA288 (American airline). After boarding,I put my stuff into the luggage case on the top of my chair. A hostess came to open it, and my laptop immediatedly falled down to the floor. That time, I checked it, it is fine. So I do not care who the hostess is and then put my laptop just with me.
After I came back to campus, i did not use them anymore for 2 days. Last night, that is 2th July, when I want to use it to write down my paper, I found the screen is black which must be caused my the falling down on the flight. I hope the American airline can give me an explaination of it. I am a poor student and this laptop I bought in shanghai has no warranty here. So if fixing costs me a lot. In that case, AA needs to make up my loss.
Dorit of Richmond OTHER (06/30/08)
I flew from Montreal to Miami on June 17th, AA flight 925 at 6:15 and landed in Miami at 9:40 AM. I was scheduled to fly out of Miami to Mexico City on Flight 2177 at 1:40PM. It started to rain heavily and then there was an electric storm for about 30 minutes. Flights were delayed and then suddenly, at 4:PM, an agent announced that Flight 2177 was cancelled. We all lined up to get onto another flight. After about an hour and a half, I got to the front of my line and an agent found me a seat on Mexicana Airlines for a flight around 7 PM.
I didn't realize that the agent did not give me a boarding pass but rather a voucher for a ticket. I didn't hear where the agent told me to go and wait , so I asked another agent where I was to board. I showed him my ticket and he sent me to Concourse E 7, where I sat and waited because it said Mexico City on the board. After a while, I noticed that my boarding pass didn't have a seat assignment so I went up to the agent and asked if he could assign me a seat. He told me I was not booked on that flight because this was an AA flight. I needed to go to Concourse F to Mexicana and he didn't know if I would still make the flight. I rushed to Concourse F, having to go through security again and got to Concourse F before the plane took off.
However, upon reviewing my boarding pass, the agent discovered that it was really only a ticket voucher, and that I could not go on the Mexicana flight because I had bought my ticket with points. So the agent from Mexicana, who was very kind, took me back to American Airlines and she said they were supposed to take care of me if they couldn't put me on a flight that night. When I got back to the ticket counter at AA, I was told to get into line with hundreds of other people, all with their own stories of cancellations (24 flights were cancelled that day, although other airlines were able to fly out.)
When I finally got my turn to see an agent, she told me I was booked on a flight to Mexico City THE NEXT MORNING VIA DALLAS. No compensation, no vouchers, no apologies, nothing. It was due to the weather, they said. (Why could other airlines fly, and since when did a little rain stop a flight. I heard later that the crew had worked their hours and refused to fly.) She also said that all the hotels around the airport were booked and the closest hotel that had rooms was the Marriott at $120 a room and there was no shuttle. Needless to say, I was more than a little upset. Isn't there some law ( Hague Convention) that says that the airlines are responsible to provide food and lodging if they cancel flights and can't get you to your destination? I did finally get back to Mexico city the next day, but taking 30 hours to do so was a bit much.
I paid $95 for a hotel room at the Days Inn and about $30 for meals. (lunch, dinner and breakfast)
Mahesh of Alexandria VA (06/29/08)
American Airlines has reached a new low ebb in its cutomer service. My wife who is pregnant was traveling from Chicago to Washington DC last week. After a long day of business meetings, she requested that she be allowed to pre-board. The agent the airport rudely brushed her aside and told her to get back to her group. When she suggested that she plans to complain to the customer relations, the agent arrogantly told her to to use the web to go ahead and complain. Shame om American Airlines for treating its cutsomers in this manner. As a matter of fact I challenge the American management to aplogize in public if they have any guts and self respect and take stringent action against the employee. Shame on American Airlines.
Jessica of Boston MA (06/28/08)
There were multiple issues with my flight that started in DC. My flight to DFW was going to be horrendously late, which would mean missing my connection to Denver. The airline's solution was to give those of us making connections business cards with a phone number and instructions to get our flight switched to an earlier flight which had ALSO been horribly delayed. When I called the number, I spoke with a very condescending woman who tried explaining to me (as though I wasn't already aware) that that flight time was 4:30 and it was currently 6:30 - but that the flight had been delayed. Her sage advice? Ask a desk agent at the DCA Airport. Brilliant.
Eventually I got on the flight, though, to their credit. And it looked like I was going to make it right on time for my connection... until the captain came over the loudspeaker: Hi folks. It seems there's another plane at our gate right now and I'm not sure what his flight plan is, but we're just going to hang tight here a few minutes until they get out of the way. I asked a flight attendant if those of us making that quick connection would be getting assistance with that as I was sitting at the back of the plane. She told me to just sit tight as there was nothing I could do about it anyway at that point. Interesting. When I got off the plane and ran to the next gate, it was 9:52 - and my Denver flight was scheduled to leave at 9:50, so I assumed I was good to go. I saw a line at the gate's desk, though, so I asked whether they were there for the Denver flight... and a little girl (no assistance from the airline after all) told me that the Denver flight had already left. It was 9:52! AA Flights are never that timely... this seemed odd.
But sure enough, they were switching the board to Omaha. When I got to the front of the line, the woman literally but her hand up, STOP fashion, and announced I'm off at 10:00. Let's remind ourselves that it is now 9:55 according to my watch. But, I waited patiently until the next desk attendant arrived. They did reaccomodate me to the next morning, providing me with a hotel and a shuttle.
But let's ask ourselves something: They can delay a flight 2 hours, but can't hold another one 5 minutes? And another question: Which would have been the more economical solution: a. Hold the plane and let the 15 of us that needed to make the connection just get on... or b. pay for 15 hotel rooms, shuttle services and 1st class tickets for a rush-hour flight on a Monday morning... But by-goodness, she was off at 10, so if that plane hadn't left RIGHT on time... she MAY have had to stay until 10:03 that night.
Heather of Carbon IN (06/27/08)
I was on a flight from Indanipolis to Miami. They told me at first the flight was delayed, I was on the plane so I waited and waited and waited. Then they cancelled the flight, five minutes prior to the last flight to Miami. They couldn't get me there til the following day at 11am. Trouble was my connecting flight to Equador was at 2am. Where I was to meet my group.
I asked could they fly me to another city to catch a connecting flight. No, was the answer. Then I asked if I could get a flight to Costa Rica to catch up to my group. Again the answer was no, since my connecting flight was with a different airline. They basicly told me tough luck, it was our fault, but you pay the price. A might big price at that over $4,000.00.
Out over $4,000.00 since there seems to be no way for me to get to Equador now. The airlines do not seem to want to work with each other.
Mike of Milwaukee WI (06/25/08)
called airlines about sghipping box of orchids to nassau for wedding, told 4 times, ''no problem''. show up at airport told theyd be destoryed upon arrival, held me up making calls, one 60 sec call on my phone got kay from agricultural minister in nassau, missed flight, booked on wrong flight next dsy [hsd to get s hotel room overnight] Got to Nassau and had no problem getting thru customs, only box of flowers were now dead, ruined wedding, i was late witrh the flowers by a day, probably will be sued by bride
ruined reputation, 2000 worth of orchids ruined, hotel bill
Alison of King Of Prussia PA (06/23/08)
American AIrlines flight #866 June 9th 2008. Gate E5, Boarding time supposed to be 9:50pm. My flight was delayed 8 hrs. We were told every half hour that the planes was delayed 30 minutes. I was supposed to arrive in philadelphia airport at 12am but I didn't arrive until 3:30 almost 4am. I was highly upset. We were told that American Airlines had maintenance issue then someone said they over booked and never really had a plane for the time we were supposed to leave at 9:50. I was like what is the correct story.
They passed out complaint forms in teh airport for American airlines but I passengers said go to this website instead. In addition to my flight being delayed this time, my flight going to miami from philadelphia 5 days prior was delayed 4 hrs. So this was just the icing on the cake. In addition all the stores in the airport were closed so we couldn't drink or eat anything. And when we got on the plane cookies cost $3 so no point in eating then either. My flight going to miami on June 4th at 5am didn't leave philadelphia ariport till almost 9am because they didn't pass morning inspection because they didn't know if the landing gear maintenance equipemtn was on the plane. So they had to take all the luggage off the plane in order to check.
We almost missed our connecting flight to Cancun. From being stuck in the airport I was late for work 3 hrs. Economic damage $150, because our car was to be taken out the lot by 12:30 in order to not be charged for extra hours.
Jesse of Washington DC (06/16/08)
American Airlines lost my luggage. For the past three months, I have been calling them & their agents have repeatedly assured me that they were liable because American was my final carrier (i.e. they flew me from Costa Rica to the US, despite my bags being lost in Costa Rica when they were transferred from Sansa airline to American). As recently as a week ago an agent assured me that my claim was valid & that a check would arrive shortly.
Yesterday, I received a letter rejecting my claim, the reason given that AA was not my final carrier, which is factually incorrect. I called & was rudely hung up on by one agent, who informed me he couldn't speak w/ me about the matter. I called again & an agent said of course he could speak w/ me about the matter, then said that the rejection was almost certainly a mistake b/c AA was my final carrier. Now they are still denying my claim, & they will not let me speak to a supervisor or to the person responsible for the rejection.
Ian of Cardiff OTHER (06/16/08)
Arrived at Heathrow Airport (London) on 13th February to check in for flight with my Girlfriend and friend. We were due to fly from London to JFK to Puerto Rico and finally arrive in Tortola in the British Virgin Islands. The flight from New York had been cancelled due to bad weather which was not unusual. We were then booked on alternative flight which is when the porblems began. I was mistakenly booked onto a different flight to my other 2 companions, they were flying via Boston and I was put on a flight via Miami. The check in attendant apologised and advised that could not swap the flights as now all checked in, he said he didn't realise the Boston flight had only 2 seats left. I was assured as consolation that I would meet my girlfriend and frioend in Puerto Rico an get the last flight out.
My flights to Miami and Puerti Rico were unfortunately delayed so I missed the last flight out of puerto Rico and missed my Girlfriend and friend. I was put up for the night in Puerto Rico and given vouchers for food which were useless as the restaurant was shut at that time and wasn't open in the morning when i left. I also had no clean clothes as my bags has been mislaid and were 'thought' to be on the flight i missed to tortola (my bags made the flight but i didn't !!).
I missed the first night of my vacation, that on my first vacation with my girlfriend we had to travel separately and that I had no luggage to be able to get changed. i also had to manage with no funds as my partner had all the cards. I am also extremely unhappy that I have made 2 complaints via american Airlines website and had replies confirming complaints received but no response - first complaint was made on Fenruary 15th. I have also made a written compaint and received no acknowledgment of the company and still nothing seems to have been done and it is now nearing 5 months. Are you able to help?
Lamora of Bath NY (06/09/08)
I am usually very understanding while traveling. But, yesterday I must say was the straw that broke the camels back. I could understand having a delay for flights in and out of Ohare yesterday due to weather conditions. The orginal flight out of Gulfport/Biloxi was delayed by over 2 hours ensuring I missed my coneecting flight. I was rebooked on another American flight which was canceled! Then booked again... on another American Eagle flight. This flight finally boarded over an hour and half behind schedule. After spending another hour sitting on the tarmac wondering around aimlessly about the airport the captain informs us... there has been a MATH error... Apparently you could not get from Chicago to Rochester with the amout fuel verus the amount of cargo..
It seems we must now off load cargo and refuel .. Over an hour later we are again bouncing about the tarmac at Ohare. Please note.. no where in here have you heard the word fly.. as in flying out of Ohare... That does not happen until we have seen what I am sure amounts to every last bit of real estate that is Ohare International Airport..
We do eventually become airborne. We land several hours late for this flight. And some 12+ hours late from my orginal itinery. Now it is about 12:50 am. and I still have an hour and half drive. Arriving home at apprx. 3:00am Monday June 9 as opposed to in time for dinner Sunday June 8th.
John of Arab AL (06/07/08)
I was scheduled to travel from Las Vegas to Huntsville, Al on June 6th returning from a business trip. My original flights were American 1856 connecting to 1902 in DFW. Flight 1856 was delayed from the original departure of 11:05A until after 2:00P on June 6th resulting in not only myself in missing my connection but approximately 37 others from my company returning back home. We were told that since there were so many of us that they would hold the flight to Huntsville for us but once I reached DFW, I found that the flight had departed. Once my now 3 hour late flight (1856) reached DFW, the plane had to sit on the tarmac for another 30-40 minutes waiting on a gate further delaying my travel.
I tried to call the American 800 number while sitting on board the plane to inquire about my contingency plans but the agent was not at all helpful, could not find any activity about the delays and alternative options and just told me to check inside the airport when I got off the plane. She also asked why I did not get off the plane and I tried on several occasions to explain that I could not due to us being stuck on the tarmac awaiting a gate. The flight attendants announced that a representative would meet the flight and assist passengers with missed connections; however, the said representative was too busy giving out gate and times to other people and passed the buck by sending me out to the ticket counter, past security. Out of six AA personnel in LAS and DFW, I finally found only one that was able to help.
I find it unacceptable that there were no service desks airside to assist with a problem like this. Overall, on the last three American travel experiences, I have received extremely poor service. In April, I was caught in the wiring inspection fiasco resulting in not only a cancelled flight, but also delays upon delays. I missed being at the hospital in Chicago during my daughters surgery due to this problem. On Thursday May 29th, I experienced a delay by American from DFW to LAS (flight 1887) arriving late and now this latest.
I finally arrived home at around 11:40 June 7th, some 16 hours later than my original itinerary. I missed two doses of medication that was in my checked luggage and I was not feeling well. I thought there was a rule that if you arrived 4 hours or more later than your scheduled arrival, that the airline was responsible for paying you for your ticket price as well as other compensation.
Irena of Los Angeles CA (06/04/08)
I would like to express my concern with the new baggage fees imposed by American Airlines. Like many women, I have extremely curly hair and have to bring hair cream or mousse for on my frequent business trips as well as on vacation. Hair products usually come in 5-ounce and bigger sizes. This means that I'm basically always required to check my bag even if it's small and I don't want to due to the liquid rules. I don't have a choice.
The newly imposed fee basically puts me and probably many others in a situation where AA is forcing me to pay for something I have absolutely no control of. It's not about packing properly as their statements indicate. It's about ridiculous rules which we cannot get around no matter what. Are we supposed to spend time and money to purchase a $15-25 hair product at each destination to avoid the baggage fees? I understand the bag #2 fee, and even think it can be increased from $25 to say $30 or $40 to make up the revenue. But charging for the first bag that many people cannot avoid checking in due to AA's (and the government's) other rules is unfair and inconsiderate.
Constance of South Holland IL (05/31/08)
On March 15, 2008, my ski bag was lost. My final destination was Reno, NV. I reported the loss at air port. Thiry days later, I returned form from American Airlines that re- quested the contents and value of items in my bag. American Airlines Central Baggage Department stated that my claim was under investigation. I have written two letters to American requesting that they recover my luggage. I have not received any correspondence or phone calls.
American's liability for the lost bag is less than the value of my lost bag. The lost bag was a large wheeled bag with compartments. It contained all of my new ski equipment. I feel victimized by such a corporation. I am at a loss. The liability covers 3,000 .00, and I have lost over 4,000.00 in in valuables. I missed skiing the remainder of 2008, and now I'll lose more. I have invested 1000.00 in ski lessons. The lessons were 2 days before American lost my ski bag. I am so stressed by this incident, that I have fallen into a depression that I cannot shake. I am on a waiting list to receive treatment for my depression. I would like to file a lawsuit claiming Negligence and damages. I have read that punitive damages is never a part of a Negligence case.
Bill of Ketchum ID (05/30/08)
American Airlines cancelled all MD-80 flights on April 8,2008 across the country. Our flight from San Antonio,Texas to Salt Lake City was one of the cancelled flights. At San Antonio airport we were given an 800 number to call. We tried for several hours andcould not get through. We called Delta Airlines and rebooked a flight for the next day, April 9,2008 from San Antonio to Salt Lake City and on to Sun Valley, Idaho( our final destination). We then spent the night of April 8,2008 in San Antonio.
My wife and I submitted separate claims to American Airlines asking for reimbursement of approximately $1600 for hotel, Delta Air expenses, taxis,etc. I received an non replyable email from AA saying they would not reimburse any expenses including the Delta flights because AA did not arrange for us to go on a later AA flight. I do know that those people who did get through on the 800 number at AA were put on other airlines to reach their destination. Many people were stranded for several days before AA could get them to their final destination.
I am looking for a way to get AA to reimburse my wife and me for the cost to get home from San Antonio to Sun Valley, Idaho. We had personal obligations to get home and could not wait in San Antonio for several days until AA could sort through the 350,000 stranded passengers affected by this mass nationwide flight cancellation. I would appreciate it someone could tell us what are legal options are for reimbursement from AA. Looking forward to your help.
Rodrigo of Puerto Rico OTHER (05/29/08)
My family and I were flying from MIA to SFO on 5/22 and our, 5yr old and 11 months old, were in the flight with us. This was supposed to be a fun trip when we found out that we were sitting in the very last seat of a B757. There was a terrible smell coming from the bathroom of that aircraft and the flight attendant had left the door open, while the acft, was still on the ground. Imaging that!
My wife got sick and none of the flight attendats moved an inch to help her out. We then asked for their names and the situation escalated to the point where they phoned the pilot, while taxing for take off, and had told him that the situation got out of hand. Bottom line was that the 4 of us got kicked out of the aircraft for asking for the flight attendants name repeatedly. How about that. Our origin flight was SJU, Puerto Rico. We were actually in transit in Miami.
Richard of Menomonie WI (05/26/08)
My wife and I boarded flight 5581 from STL to BNA once on the plane I lady approached us and said you have to get off the plane we asked who she was and she said that she work's, for American Airlines, and kept insisting that we get up and exit the plane, so we did. Embassed and shock confused we kept asking why then once we were back at the boarding ticket area the same lady said the flight attendant siad I spelled of alcohol, yet I have not drinked in 18-20 years.
I requested a alcohol test of some kind then she said you don't smell of alcohol or anything else and your responding ok, so I am not sure what he was talking about. We had high expectations, excitement, and joy building up to this trip, and from this negative embassing scary situation our trip became a truamatic memory.
Michael of Glendale CA (05/22/08)
I am a seaman who had completed serving in Panama. I was book by my company for my break/vacation schedule to the Philippines via American Airlines from Panama to Texas, connected AA to SFO and scheduled to connect to AA for SFO. The plan was from SFO I will catch the flight Philippine Airlines right after in SFO to Manila. Beginning in Panama, AA already had a technical delay, and when reached Texas, we missed our AA flight to SFO, we had to wait for a long time. After Texas, we arrived in SFO way too late for my flight with PAL to Manila. I was given one(1) night accomodation at the hotel in SFO, and I was advised to fall in line the next day to PAL as a chance passenger. In my Attempt to obey all their instructions, I heeded, but I asked them if I could pick up my baggage as I did not have any clothes for the night. This is where the big story began...
AA could not find my baggage. Trying to be patient, the next day I fall in line and asked PAL if they could take me. Being the date was January 9, 2008 airlines are booked with people coming back and going back from holidays. I got scared that 2nd day and I did not know where to sleep. I called my cousin who lives in Glendale, CA and told her about my situation. She immediately bought me an AMTRAK ticket and picked me up from Glendale Station from SFO. I was not able to get on any PAL flight to the Philippines. The only thing that AA did was to have my passport stamped with extension to stay here in the US up to Feb 3, 2008 in their hope that I could get on the same flight to Manila, but to no avail.
I called AA and asking them for my baggage and possible getting me a spot at PAL for a flight back to Manila, but they keep on saying I have to ask PAL for that. This is ridiculous as I wasn't able to catch my flight because of their delays and my baggage until now May 22, 2008 is nowhere to be found. My cousin has to pay for my ticket back to Manila, Philippines. I am not at the point where I had sent my cousin Power or Attorney to file a small claims against AA, because I have to pay my cousin back. If this website could help me get some kind of justice, I would greatly appreciate your help in advance. Thanks.
My cousin has to keep me for over 3 weeks, bought me clothes and paid for my AMTRAK ticket and AIRLINE ticket to the Philippines. My baggage is priceless as it contains many certificates that I had acquired over the years that I need to again bring with me while I am working abroad, now I could not even get some placement because I am bothered by the loss of all these. The minimum I would like to claim from AA is at least $10,000 to cover all damages including punitive.
Nicole of Washington DC (05/20/08)
I purchased two tickets from American Airlines in the amount of $1228 per ticket for a trip to France. In July 2007, I canceled the trip due to a family member's illness and was told I would get paper vouchers for each ticket, minus $200 per ticket in a penalty/cancellation fee. I received the paper vouchers in the mail--one in my name and one in the name of my fiance for whom I had purchased one of the tickets.
Ali's voucher was destroyed when the apartment building in which we lived caught fire on October 1, 2007. The apartment did not burn, but over five feet of water flooded the apartment, so everything made of paper was destroyed and the building itself was condemned. My voucher was in my office at work, so it was not destroyed. Ali wrote to American Airlines to seek a replacement voucher and was denied the voucher; he emailed a follow up but was denied again.
The airline states that vouchers will not be replaced if lost or stolen. However, our voucher was not lost or stolen; rather, it was destroyed through a terrible accident, which, needless to say, caused additional financial suffering in addition to the loss of the $1028 plane ticket voucher. I would greatly appreciate assistance in seeking a replacement voucher. The airlines policy seems unfair.
I lost $1028 worth of airtravel.
Carlos of Patchogue NY (05/19/08)
My parents had a flight from miami to orlando on january 2oth. Flight 916, flight was alte and they missed connecting flight to puerto rico. Supervisor promised them they would eb reimbursed for meals and hotel gave letter, said could not print voucher because printer was down. Parents spent $250 on hotel and meals, received letter form AA stating ould only be reimbursed for $50
Hiroaki of Oceanside CA (05/13/08)
I used an AA flight on April 4. I carried 2 laptops, so I had only one carry-on baggage to avoid checking in my baggage. The flight was a small jet plane, and I was forced to use valet for my carry on baggage. After coming back home, I noticed that the laptop was broken due to the impact on one middle point. I have immediately sent an e-mail to report this problem and request them to solve it. As I imagined, they did not show any sincere responses as I have already experienced in the past.
Erin of Fall River MA (05/12/08)
When purchasing a ticket through AA, I hit the wrong date on the return flight home. Not noticing it till a week later, my sister called AA where the first caller told me because I had noticed it she would go ahead and change it and just charge the difference. My sister had to call me in order to verify this and on calling AA back, they stated that I was going to be charge $100 as a convienvce fee for them.
The lady then when to describe something to the fact if I were to purchase another ticket online they would then credit $150 to my account. I asked to speak with a supervisor who was Dave after not understanding what she was talking about or what the $100 convience fee was for. He got on the line, I explained my situation and he laughed. Then in continual conversation he stated You need to own up to it and it's your own fault. After being rudly treated and getting no where in resolving anything he stated I can't explain this to help you Thank you for calling and then hung up on me.
I am more disatisfied about how rude this person was too me. I called the next day and again asked to speak to a supervisor and was put on the with same person. He picked up the phone and stated We went over this lastnight and you're wasting my time. I requested copies of the conversations we had and stated that I was wasting his time and I don't have the right to the recorded conversation. I asked to speak to their costumer relations department and he stated they don't deal with the public and I have the final say.
Being a manager of a movie theatre myself, I often deal with constumer relations. I asked to speak with someone above him and he again stated Nothing will happen because I have the final say. I want a record of the phone conversation from 5/11. They are recorded and I believe that they are public record. I would appreciate any help in this! Thank you so much!
Florence of Tucson AZ (05/10/08)
Our return trip from Rome had to be postponed due to an emergency--Passport was stolen, Embassy was closed for Columbus Day, and AA would not let us board without a valid passport. Even though we called 5 days in advance, and this was an emergency beyond our control, and the flights were all fully booked with standbys waiting (so they surely sold our old seats) we were charged $2300 each to change our return flight. Numerous letters and emails were sent with no explanation every given for the exorbitant charge. No way to call AA--they have no customer service department.
I am now out $6900, a hardship for someone retired and on a limited income.
Olivier of Miami FL (05/09/08)
american airlines lost my luggage in december, it took them until mai 2 to decide not to give me any compansation because they say that the list of items that i claimed to have in my bag seemed inaccurate.
it is accurate and they are trying to denied my claim saying that i am a dishonest person. i still have all the documents that show that they lost my bags
i can't talk to any one that decided on that case.
complete lost on a lost luggage by american airline.
can they actually lose my bag and not give me any compensation
Teresa of Lake View Ny 14085 NY (05/08/08)
One year ago i had a bad experience with AA that led to some discussion with their reps. Part of the was the people with disabilities act and their compliance to it. I traveled last week and found an improvement EXCEPT in SanAntonio Tx There is a poor method of taking care of those that require wheel chairs. Our plan was getting ready to board and we were still in a designated are for general wheel chair pick up. Airlines should have a system that has chairs available at the check in point for those they KNOW will be boarding (as they already have that info). We ended up having to walk because we were worried we would miss our flight ( part of the issue the year before)
Catherine of Branchburg NJ (05/03/08)
We had major issues with a cancelled flight on March 20, lost luggage on March 21, and more. I wrote to Amreican Airines' customer service - using their customer service site, and did not get satisfaction. On March 28, I wrote to Mr. Gerard Arpey, CEO and have not heard back. The letter I wrote is below:
We are writing to seek your help with problems that we incurred on our recent flight from Newark to Curacao on March 20, 2008. We have used your customer service department on line, and were disappointed with the response. We are looking for reimbursement for the expenses incurred due to flight 1623 being cancelled, departures from a different state, and loss of three pieces of luggage.
Your assistance will not give us payment for lost vacation time. It would, however, be a positive show of customer care. 1) $323.00 - Reimbursements for 2 taxi rides: Skyview Taxi in Somerville, NJ took us to Kennedy Airport for alternate flight on 3/21. Cost: $215. Skyview Taxi picked us up at Newark Airport on March 26 retreat flight. Cost: $108.00 We had planned to drive ourselves to Newark Airport and park in long term parking. This could no longer happen since the reservationist said that he could not get us on any flight out of Newark on March 20 or 21, and could only get us on a flight out of Kennedy on March 21.
2) $604 Reimbursement for 2 nights stay at Seaquarium Resort in Curacao ($302 per night) We missed using the first nights stay completely and could not cancel with such short notice. We would have been able to use the wonderful facilities of this resort the 2nd night, when we finally arrived late, had AA not lost all three pieces of our luggage. The AA rep told us that she could not even provide us with basics, such as a toothbrush. We had no bathing suits, shorts, sandals, pajamas, toiletries, etc and could not use any of the facilities, nor did they have these items for sale at the hotel. Our luggage never arrived at this hotel. We finally tracked down the luggage ourselves when we arrived back at the Curacao airport late in the afternoon on March 22, as we took a hopper to Bonaire.
3) THREE Vouchers for future travel on American Airlines We are SO very disappointed with the lack of care that was given to our cancelled flight. In response to my e-mails, we received correspondence from Kristine Darmody, who offered only ONE voucher for the three of us, valued at $500.00. We would have at least expected to receive vouchers for three of us to fly again. When I wrote to Kristine a second time, adding that since my first e-mail, AA had lost all three pieces of our luggage, she gave a short response, and was not willing to offer any further help.
4) Despite all the inconveniences, we want to tell you about two exceptional employees. We were so impressed with two of the flight attendants that we asked them for their names, so that they could be commended for their professionalism, helpfulness and positive attitudes. We ask that you let their supervisors know that they went out of their way to make our flight a positive experience. Their names are Jennifer Blazier and Mario Wayne Satchell, and they are both based out of Miami. Thank you for working on these actions and getting back to us quickly.
As stated above: Loss of money: $323 for 2 extra taxi rides $604 for loss of use of 2 night's stay at Seaquarium Resort
Catherine of Branchburg NJ (05/03/08)
We had major issues with a cancelled flight on March 20, lost luggage on March 21, and more. I wrote to Amreican Airines' customer service - using their customer service site, and did not get satisfaction. On March 28, I wrote to Mr. Gerard Arpey, CEO and have not heard back. We have used customer service department on line, and were disappointed with the response. We are looking for reimbursement for the expenses incurred due to flight 1623 being cancelled, departures from a different state, and loss of three pieces of luggage. It would, however, be a positive show of customer care. 1) $323.00 - Reimbursements for 2 taxi rides: Skyview Taxi in Somerville, NJ took us to Kennedy Airport for alternate flight on 3/21. Cost: $215. Skyview Taxi picked us up at Newark Airport on March 26 retreat flight. Cost: $108.00 We had planned to drive ourselves to Newark Airport and park in long term parking. This could no longer happen since the reservationist said that he could not get us on any flight out of Newark on March 20 or 21, and could only get us on a flight out of Kennedy on March 21.
2) $604 Reimbursement for 2 nights stay at Seaquarium Resort in Curacao ($302 per night) We missed using the first nights stay completely and could not cancel with such short notice. We would have been able to use the wonderful facilities of this resort the 2nd night, when we finally arrived late, had AA not lost all three pieces of our luggage. The AA rep told us that she could not even provide us with basics, such as a toothbrush. We had no bathing suits, shorts, sandals, pajamas, toiletries, etc and could not use any of the facilities, nor did they have these items for sale at the hotel. Our luggage never arrived at this hotel. We finally tracked down the luggage ourselves when we arrived back at the Curacao airport late in the afternoon on March 22, as we took a hopper to Bonaire.
3) THREE Vouchers for future travel on American Airlines We are SO very disappointed with the lack of care that was given to our cancelled flight. In response to my e-mails, we received correspondence from Kristine Darmody, who offered only ONE voucher for the three of us, valued at $500.00. We would have at least expected to receive vouchers for three of us to fly again. When I wrote to Kristine a second time, adding that since my first e-mail, AA had lost all three pieces of our luggage, she gave a short response, and was not willing to offer any further help.
4) Despite all the inconveniences, we were so impressed with two of the flight attendants that we asked them for their names, so that they could be commended for their professionalism, helpfulness and positive attitudes.
Marco of Miami FL (05/02/08)
On April 29 2008 I made to tentative reservations with the AA web site to fly from Miami to New York one leaving on Saturday and the other one leaving on Sunday at the same time and same and since I was taking a friend that was coming from Europe I had to wait and see which day was going to be better.
on April 30 I was going to purchase one the tickets from one of the reservation just to find out they had been cancelled I then called American Airlines to ask about the cancellation and I was told that you could only make one reservation at the time and for security reasons the computer cancels any other existing reservations, I then told them that on the Email I had received with the record locators nowhere was stated that I was allow to make one reservation only so I felt that they had cancelled my reservation an error and they should honor the reservation,
I then was transfer to the supervisor David Martin and he proceed to tell me that it was lack of common sense to make 2 reservations since I could only be in one plain and when I explained to Him the reasons I had, He told me that it was not fair to other passengers and it was a security matter and that the computer could cancel any reservation at random and even though He could honor the rate He was not going to do it and if I did not like I could fly a different airline...
Today just to be sure I went ahead and book to more reservations in AA again and they were not cancelled so I wonder if they just had made a mistake and decided no to fix it, after many years of flying American and booking most of my travel online I do not believe I should be treated like that. The original rate was 89.00 dollars each way and the new one was 104.00 so as you can see it is not about the money is just the principle and I feel that people need to know about the way this gentleman David Martin in American Airline deals with costumer requests
Vera of Brooklyn NY (04/23/08)
Being that I am extremely satisifed with my my membership namely AA advantage for many years I decided to take a vacation to the Cayman Islands for my birthday (66th birthday) and felt very excited about the trip. My trip started from February 29, 2008 on Flight 1165 departing Kennedy Airport approx. 8:15 am to Miami, left Miami on Flight561 to Grand Cayman at about 2:30 p.m. then left Grand Cayman March 3rd approx.2:30 p.m. then left Grand Cayman 3/3/08 flight 1018 to Miami then boarded flight 1812 to Kennedy airport approx.8:00 p.m. When I arrived at the Grand Cayman I did not get my luggage -I went to the baggage claim department-spoke to Seneira- made a claim for the lost luggage - she immediately discovered that my luggage was mislabelled to go to Providenciale, Turks and Caicos. I went to my hotel without my luggage I was miserable and felt disappointed and destitute.
THE next morning I woke up -MY BIRTHDAY. I tried to deal with the situation, but it was difficult, I had no slippers, no clothing to change to, just what I travelled with. I got a call late that day that my luggage did not arrive and that I would be allowed to shop at J. Michels for the amount of $150.00 but it was to late so I went to J. Michels on Sunday 3/2/08- they were closed. then I returned on Monday 3/3/08 in the morning, because I had to depart at 3:45 p.m. that same day- I got s few things to change to. When I arrive home New York without my luggage I went to baggage claim office, and the clerk told me that my luggage was found and will be delivered to my home. I received my luggage
On March 7, 2008. May I suggest that a sign should be displayed at the counter where passengers check their luggage- stating that stickers and labels should be carefully checked before they are place on your luggage, so that this would not happen to anyone in the future. Sennena at the Cayman Islands airport informed me that I would be reimbursed for monies spent on clothing. I did send a copy of the receipts and also printout of my communications with American Airlines for the search of my luggage, and other documents pergtainiing to my trip. I did not hear from anyone as of this date 4/21/08.
SINCE I REALLY DID NOT HAVE A VACATION- PLEASE RESPOND SOON WITH A FAVORABLE RESPONSE SUCH AS A REIMBURSEMENT OF MY TICKET AND THE MONIES I WAS ALLOWED TO SPEND AT J. MICHELS, (I DO HAVE THE RECEIPTS - AND HOPE NOT TO EXPERIENCE THIS ORDEAL AGAIN, BECAUSE I TRULY LOVE TRAVELLING WITH AMERICAN AIRLINES.
My emotions were hurt and technically I am still thinking of how badly my birthday turned out and wish I can be compensated in some way posssible
Maryanne of Venice FL (04/23/08)
On April 9th, 2008 my son was due to board American Airlines flights 1332 and 674 which would take him from San Diego (where he attends law school) to Tampa, Florida, to attend his brothers wedding. After hearing on the news that morning that AA was grounding flights for safety violations he arrived at the airport 6 hours before his scheduled departure to inquire about his flight. He found absolute chaos at the AA terminal. There were at least 400 people in line waiting to talk to a representative, and some reported to him that theyd been there since the day before, and the line was neither moving, nor were AA representatives being particularly helpful. My son then called me and told me in a very sad voice that he sincerely doubted that hed be able to attend his brothers wedding which was scheduled on April 11th.. David was not only in the wedding party, he was also a very intrinsic part of it, having agreed to play and sing the couples favorite song on his guitar as the bride came down the aisle.
Upon hearing this news, I told David that we couldnt give up on having him attend the ceremony and that we had to try to find him another flight. For the next 4 hours, David, myself and Davids father frantically tried our best to find him another flight to Tampa that would get him to Florida in time for the wedding. Being a thrifty law student that is unable to work the first year of study, David had purchased his AA ticket months before, at just under $300 for a round trip ticket. Now, as the clock ticked away and we were informed over and over that all flights of other airlines to Tampa were booked solid, we realized that price was not even part of the equation as we desperately tried to get him any ticket on any airline that could get him to Florida on time.
Three long and stress-filled hours later, I was finally able to secure the very last ticket of a United flight out of San Diego later that day. The cost of that one-way ticket which I purchased was $1,088.00. It was a bitter pill to swallow, but infinitely less bitter than informing my other son and his bride that David would not be attending their wedding. Upon his return to San Diego this week, David immediately wrote AA and inquired how to receive compensation for the very expensive ticket that his mother had been obligated to purchase, due to the absolute negligence of AAs responsibility in alerting passengers in a timely fashion of their decision to cancel flights on April 9th. They responded that they would re-imburse him $145 for the cost of the flight that had been cancelled, and that was all. I subsequently wrote to them via email and they said they would be unable to provide any compensation other than an e- voucher for a future flight. The email was supposed to give details of the e-voucher, but didnt even include that information- further evidence of this companys total inability to provide adequate service to its customers.
I feel totally violated as an American citizen. American Airlines knew well in adneed to be held accountable in compensating people for their breeches in responsibility. It is absolutely reprehensible that there is such neglect on the airlines part in keeping passengers informed of safety violations that could lead to possible cancellations, (in this case AA knew about the violations weeks in advance, and did nothing to remedy the situation or prepare passengers for possible disruptions of flights). There should also have been adequate resources in place to ensure that passengers had another way to get to their destination in a timely manner, especially passengers like my son who did not have the luxury of time. In addition to the horrendous emotional stress that this incident caused our family, it is adding insult to injury that we are not being compensated for the money lost as a result of AMERICAN AIRLINEs dereliction of duty. In the case of my son, he did not have the luxury of waiting hours and possibly days in line to speak with a customer representative. He was given no option other than to seek another airline and pay a high premium for a ticket that hed thoughtfully purchased months in advance of the special event. Something needs to be done!
My husband and I are retired, and we had not budgeted this unforeseen expense into the wedding expense account. As a first year law student, my son (the passenger) is unable to work. We had no option left but to purchase the ticket for my son, to enable him to get to the wedding on time. I personally suffered a great deal of emotional stress on April 9th, and have been having heart irregularities ever since then. I am actually wondering if I suffered a slight heart attack that day. My regular physician just retired and I am seeking another doctor within our medical plan, in order to check out my physical condition, which I am concerned about. A time of happiness for our family was marred substantiallty by the unexpected cancellation of David's flight on April 9th.
Maria of Crofton MD (04/14/08)
This concerns an attempt to purchase a new ticket using an unused ticket for a cancelled flight due to my 10-year-old sons emergency surgery and subsequent hospital stay a few days before the original trip dates. I have references all the email reply numbers above as I had to send the entire message in three parts. This letter constitutes the whole message with an important addition about a discussion with agent. I made arrangements postpone this trip and found an itinerary on AA, knowing I had my unused ticket. Unfortunately, AA does not take emergencies into account so there is a $100 change fee. OK. Its an unfortunate approach to customer service but I need to make this trip as cost effective as I can. I was originally using AA on my return leg only, having an unused ticket from another airline for the outbound trip. When I researched one-way fares on AA, I discovered that the cost was almost as much as a round trip ticket. I then decided to just purchase the round trip ticket via AA and also redeem a portion of a $500 gift certificate (giftcertificates.com) I had for $200 worth of AA gift cards and help mitigate the now far higher cost of this trip. To my chagrin and utter disappointment, I was told today by the ticket agent and her supervisor (Mr. B.C. Carter) that I could not apply the gift cards to the purchase of this ticket because there was a change fee and that is the policy of AA. Not only is this an unreasonable and insulting response, but Mr. Carter could only quote the policy when I challenged this position over and over again.
Without question, this is an affront to good customer service tenets within any company. Worse, I feel like Ive been the victim of some shady, shyster company that uses a read the fine print, dummy? approach to its business practices. The key point here is that there isnt even any fine print. Nowhere on the gift certificates site, describing AA gift cards does it specifically spell out that the card cant be used combined with an unused ticket and a change fee. Nor does it say that on the AA gift card and its not on your gift card information on their website. The point is, its their gift card and should be used on any purchase related to AA. Period. I didnt need to redeem a portion of my gift certificate for AA and now, as I told Mr. Carter, AA has categorically created a flawed and very subjective policy that holds the user hostage. Im forced to use AA if Im ever to redeem this gift card. Well, I choose to use it now with my unused portion of the ticket THAT I ALREADY PURCHASED ONCE, minus the $100 that youre charging me regardless of the emergency situation that prompted the travel change. Heres a more critical point: When I originally called AA to inquire about my options and cancel my flight, the agent asked if I wanted to rebook another flight. I told her that I was going to cash in part of a gift certificate for an AA gift card and use that with my unused ticket for my new ticket but I needed to wait for the gift card to arrive in the mail. The agent said, OK, just call us back?.
Now, at that moment, IF this was really an issue, shouldnt that agent have said something? She didnt because her initial reaction was a common-sensical one: theres no problem with applying an AA gift card with an unused ticket toward the purchase of an entirely new ticket because again it is YOUR gift card which is as good s cash or a credit card in the purchase process. Whats going on here? Ive given AA much business over the past 20 years - in fact, I just purchased a ticket for my sister on AA last week - and this is enough to turn me off to the company forever. I have a reservation on HOLD right now and this needs to be resolved quickly. The resolution I expect is confirmation that I can use both the gift cards AND my unused ticket toward this new reservation, which still wont cover the whole fare but will go some way toward a cost saving.
Ticket fare has already gone up $50 since last week because there has been no resolution. AA is making me pay $100 change even though I could show proof that my 10-year-old was hospitalized for emergency surgery, prompting the travel cancellation. The new ticket is going to cost more than the cancelled one and because AA claims it is THEIR policy that prohibits use of THEIR gift card toward the purchase of a ticket on THEIR airline in conjunction with an unused ticket, I am now stuck with $200 worth of AA gift cards, so I'm a hostage and must use their ariline in the future if I wnat to redeem them. Given the recent rash of bad PR for American Airlines, you would think they would want to take care of something that is so easy to fix. They're so mired in their inane policies and stagnant bureaucracy, they've forgotten the basic tenets of good customer service. I know this is not something you would normally take care of but I feel I need to take this higher - maybe a local TV news consumer advocacy reporter. Any advice?
Marlene of New York NY (04/10/08)
On December 22, 2007 my family of three and I were scheduled to travel from JFK airport, New york to Santiago, Dominican Republic at 1:20 pm. The flight number was 1889, we were supposed to depart at 1:20 pm and we actually departed from JFK at 5:13 pm because the co-pilot of that flight did not arrive at the scheduled time.
The personnel from American Airlines were unprofessional when spoken to. We were inside the airplane waiting, without a reasonable explanation, no drinks or food in the meantime while the co-pilot arrived. There was no rain, snow, or any weather complications that would delay the flight on that day, it was simply because the co-pilot forgot about this flight and arrived late. I'm not satisfied with their service, and this is not the first time happening. Aside from flights being extremely expensive, we also receive inadequate customer service from this airline. Until they improve their customer service, my family and I will not travel again with American Airlines. Thank you for your time, and I truly appreciate your attention to this matter.
Harry of Corte Madera CA (04/10/08)
I received a telephone call on my Cell Phone at 08:30 AM from American Airlines stating that my flight from Dallas TX Flight #1415 was cancelled and I needed to call to have agent explain the changes to my itinerary. I kept getting disconnected from the call. I ended up calling American Express (who handles are travel for IBM) and they put me on another airline so I could get home.
I am an Executive Platinum with American Airlines and I could not contact them on the Executive Platinum number since it was busy. I went to www.aa.com and selected my reservation to see where they had changed me and I could not open the reservation since it has been updated and I needed to talk to an American Airlines regarding may flight status. After 1 1/2/ hours I gave up on American airlines (kept dropping my calls) and that is when I called American Express.
I was originally scheduled to arrive at San Francisco at 9:00 PM and will now land at 11:23 PM with a four (4) hour layover in Minneapolis to get home. But I would get home.
Alan of Mclean TX (04/09/08)
Booked a trip to Gatwick, UK last November for the forthcoming October. Was told last month that AA would no longer be flying to gatwick but that I would now be going to Heathrow. Heathrow is a zoo. I pointed out to the airline that had I wished to alter my destination i would be charged for the privilege and sugested that the airline should pay me a change of destination fee. No hope.
Heathrow is nowhere near my final address and the trip from the airport will take about 2 hours longer than from gatwick. The airline has resolutely refused to offer me ANY kind of compensation for the time and inconvenience I will experience. I have used this airline exclusively since 1992 but will not be using it again after this trip.I have frequent flyer status but this cuts no ice with the customer relations department.
I will be looking for another carrier. Air Addis Abbaba would be preferable to this lot.
David of Fordland MO (04/05/08)
I purchased 3 round trip airline tickets to fly my Daughter and 2 Grand-daughters from Jacksonville, FL to Tulsa, OK. The return flights were delayed 2 hours out of Tulsa, OK (no payment remuneration from American Airlines), had an in-air emergency on the DFW to JIA leg causing emergency landing at Savannah, GA at 6:10PM for undisclosed repairs (emergency vehicles were dispatched to the plane). Passengers noted they were circling Jacksonville airport when they were diverted to Savannah, GA. Passengers were told JIA was closed due to inclement weather (JIA was not closed). They were then told they were diverted to fuel the plane (untrue).
The truth was: there was some sort of mechanical emergency.
One of the stewardesses supposedly had strong alcohol breath (according to my Daughter) and was rude to an 85-year old (estimated) lady asking only for a cup of water. Our two grandchildren (ages 9 and 10) and their mother had had nothing to eat or drink for the more than 2 hours in Savannah, GA.
I called AA to report the incident, check on the welfare of my family members and request a one-half refund of the ticket fees due to the trauma to the grandchildren. I was escalated to speak with a supervisor (Ramone Ramirez). I told him I was concerned with the safety and welfare of the grandchildren. He said he could offer me nothing over the phone. I told him I wished to tell him of my understanding of the situation so he could ease my fear that there were major problems and to be sure it was officially conveyed to AA. He said Good Day and hung up.
Summary: The flight scheduled to land at JIA at around 18:21 landed at 21:19. My Daughter's husband had been waiting at JIA since 17:00 (approximately) and could get no information on the status of the flight or his family. I had to call him to relay info as I could learn it. Due to the late arriving flight he incurred a $40 (unreimbursed) parking fee. I am appalled at the discourteous treatment by officials and staff of AA and fear that the Grandchildren are permanently in fear of airline flight and have been deprived of any further ability to travel via air. I have submitted a request of my bank to withhold or retrieve half the cost of these tickets and will be submitting a complete report to our State Attorney General and the airline when a complete history of details is compiled.
Denise of Staten Island NY (04/01/08)
I was trying to get my son's miles transfered over to my account to be able to combine them. I did this online since it took me so long to get through AA customer service. Unfortunately I did not completed the transaction correctly and instead of adding miles to my account I forward the miles into my son's account. I paid $180 for this to get done. I contact them when I realized my mileage went down and they told me what I've done. I told them I made a mistake and I need to get those miles transfered back into my account with my son's miles as I wanted to do from the beginning. They said the miles are not refundable and in order to transfer the miles I need to pay again. I told them I had a reservation done and that I was planning to use my miles and pay extra for additional miles I needed in order to buy the ticket. They said there is nothing they can do and the only way to get those miles back is by transferring them and re-paying.
I was planning to buy this ticket for my mom to come and see his grandson and now I will not be able to do so because I won't have the money to transfer the miles plus pay more for additional miles to have enought miles to buy the ticket. Therefore my mom will not be able to come and my son will not be able to see his grandmother who has been waiting for over a year. His is only 5 and this will be a great disappointment for him. I'm very upset and disappointed myself. I can't believe that they rather lose a customer and than just transfered the miles, MY MILES that I earned.
Barbara of San Jose CA (03/22/08)
On the final leg of a trip home from Israel, my bag was missing. The agent immediately told me that it was in LAX and would be delivered the next morning. The next morning I was told it was on the courier truck. I am still waiting. I filed a claim, in a timely manner, with receipts as requested and my claim was denied because of discrepancies that were unexplained in their letter of denial. When I called to question the discrepancies, I was told the file was closed and no person would speak with me, that communication was only permitted by letter. I lost about $3,000, and will probably end up in small claims court
Lost personal belongings and gifts purchased. Time spend trying to value personal belongings.
Amanda of Greenbrier AR (03/21/08)
We booked our flight, two adults and a child under two. We were to go from Little Rock to LAX through Dallas- Ft Worth. We checked the status of our flight, it was fine. We arrived in plenty of time to check our bags and get through security, which we did. We get to the gate and watch the passengers from the flight leaving before us, who had just boarded getting back off with no reason and no information as to when they'd get back on. They told us all flights to and from Dallas were grounded. Now our flight would be delayed (again no explanation), so we wait an hour and they informed us that all American Eagle flights from Little Rock were grounded too. They said our flights were canceled, and we should drive three hours to the Memphis Airport if we wanted to go anywhere. So while waiting in line at the airport, after retrieving our checked baggage, we call American Airlines. We thought it would help with the congestion at the airport counter. The operator changes our flight to take off the next day and says American Airlines will pay for the rental car to get there.
She connects us to the Hertz people who book our reservation, and they said we needed a confirmation number or voucher to pay for it, but they made the reservation anyway. So we go home. When we call American Airlines back to get the payment info, we are informed they would pay for nothing. The first operator supposedly had no authorization to tell us they would pay for their own mistake. I don't know what to do. Now it's 9 pm on Good Friday (holiday), and the airport offices are closed. I don't know if I should get a refund and cancel the trip all together. The lady at the boarding desk told us good luck, and we're sorry.
We will have to pay $90 plus gas to drive with our 22-month-old 3 hours to get to an airport even though we live 40 min from LIT. I lost a day of visitation with my family which happened to be my little sister's 14th birthday party, and so won't be able to see all my extended family members who were going to be there. I wasted Good Friday wandering around, not knowing what to do in the airport and waiting for our ride to show up. We spent $860 to fly from LIT to LAX on Mar 21st 2008; and it's now 10:20 pm, and I'm at home on my computer instead. I have a flight leaving Memphis at 3:05 tomorrow and want to cancel, but I also really want to see my family.
Barbara of Boston VA (03/20/08)
On January 25, 2008, on a flight to Puerto Rico our luggage was lost. After waiting several hours as instructed by the airline, the luggage never arrived. I filled out the necessary paper work and had to return the next day, around 3 pm to pick up luggage. I submitted receipts to American Airline for clothing that was required for my husband and me to attend the conference we had that morning. I have received no response, and it has been more than 30 days. What else can I do?
We lost a day of vacation time and had travel expenses back to the airport the following evening to pick up the lost luggage, plus necessary clothing expenses ($170 total).
Thomas of Rockledge FL (03/18/08)
In Puerto Rico we had to add our liquor purchase into a seperate bag (5th) and had to pay $80.00 extra. The liquor was sealed inside a cardboard box and then into our carry on bag that we had to check in as a 5th bag and marked fragile. Upon arrival in Orlando the bag made it. Upon arrival at home, we discovered the cardboard box was bashed open at one corner and a bottle of Grand Monet was missing with a value of $57.00. In numerous calls to AA I was just pushed from one person to another and finally told to call baggage at Orlando International.
After 6 calls and 3 days of calling, someone finally answered and I was told they don't cover items like this. Well, since they don't cover these items and have a thief working for them in Puerto Rico, I will not be flying AA any more. I think they owe me $137.00 to cover the liquor and the cost to ship it to Orlando. Their web site is useless in finding the area Supervisor/Director or the CEO for that matter. Again, this experience has left a bitter taste for us and we will no longer fly AA. In our opinion, this is no way to treat customers you expect to continue to fly with you. I'm sure we will not hear from anyone about a refund or anything else they might deem appropriate to settle this matter. All this happened on flight 1480 from Puerto Rico to Orlando. The bag sat in the airport about 3 hours as we were late leaving. That's why I say it was stolen there and not in Orlando as our baggage was off loaded very fast and we had it inside of 15 minutes. I would appreciate a call from someone about this.
I think we were charged too much to send a 2 to 3 pound bag ($80.00) and there's the $57.00 for the lost bottle of liquor. I'm out $137.00 and think we should be paid that amount by AA.
Karin of Everson WA (03/17/08)
Upon returning from San Antonio TX, the plane was coming from Jamaica and was going to be late. We were in Dallas and due to the late plane (ended up being nearly 3 hrs and a gate change) we were not going to make our connection in Seattle to get us home to Bellingham, WA. After explaining to us that there were no shuttles or flights, nor will they rent a car for you, the American Airlines supervisor at the Dallas airport said that American would comp a room and we would be able to leave the next morning. We explained that we had 2 children at home with an 87 year old great grandma that were very upset and that we both had work on Monday. He approached us later and provided us with $100 vouchers for our troubles, he said that he was impressed how nicely we handled the situation and felt for us - this was happening all too often! He then told us that someone at the counter in Seattle will take care of us.
When we arrived (approx 1:00am in the morning) the American supervisor told us that American didn't owe us anything. When I explained what the gentleman in Dallas had said regarding the hotel room, she (d. warfield) informed us that if I gave back the credit vouchers the Airline would then comp the room for the mere 5 hours we were going to have before having to return the next morning. I was astounded and appalled that an organization would be that tacky. I handed her the vouchers and said they were of no use to me anyhow because of this treatment there was no way I would fly on American again. Spread the word - Friends do not let friends fly American!
Loss of one days work and upset children!
Brian of Dallas TX (03/17/08)
Flight was late on the way to Miami. Then on the way home from Miami we sat on the plane for two hours with no pilot, making me two hours late to my return destination and late to work. This airline has no reason to stay in business treating paying passengers like this and making them stay on a flight stuck on the ground with no one to fly. I will never take this airline again!
Was hungry and thirsty and they would not let us off nor would they get a pilot for us to leave, we sat on a hot plane for two hours on the ground.
Bill of Highland Park IL (03/15/08)
I will never fly American again. They lost my bags when going to see my sick mother in miami late November. After a 3 month runaround where they did absolutely nothing. I had no clothes or toiletries for 4 days. They did not care. I had over $2500 in lost belongings but they offered me nothing. Never again, I would rather walk then give them any more business.
Joe of Corona Del Mar CA (03/12/08)
About a month and a half ago (around the 26th of January), my soon-to-be fiancee and her three associates got delayed 7 times and lost an aggregate of 88 hours of payable work (22 work hours apiece). Just about everything possible under the sun happened to delay their flight from SNA to OAK (Santa Ana, CA to Oakland, CA). Mechanical failures, weather failures, administrative confusion, baggage delays--all left my loved one and her three associates at the airport, away from crucial business and personal plans. For the past month, I have contacted American Airlines at least half a dozen times. Each time, the response is either non-responsive (no reply to phone messages and emails), a long rejection (despite your concern, we claim no merit to your claims), or being put on hold for half and hour to an hour (only to be later rejected).
Basically, my fiancee's associates needed to go to San Francisco for business and personal reasons. They were supposed to leave on a Friday and have the returning flight to the SNA airport on a Sunday morning. In both flights, they were transferred several times. On the departing flight, they were forced to go from SNA to LAX, then back to SNA. On the returning flight, they were scheduled for SNA, but got transferred to LAX. American Airlines chose not to fly them. Rather, they were left to arrange their own transportation. I was the one who needed to drive them from LAX to SNA on the departing flight (and pick them up from LAX on their returning flight). This took hours upon hours of billable time away from my practice.
Additionally, the baggage was lost on the flight coming back. Eventually, the baggage was found and kept at an American terminal. But, our packages had valuables that could have been stolen. (The American Airlines employees did not ask for any identification; I was able to pick up the luggage for several of my fiancee's associates without presenting ID.) Additionally, some valuable work papers were in jeopardy. Even the baggage claim officials said that we deserved to complain when they heard our story. The mechanical and administrative failures (as well as some acceptable weather delays) caused my fiancee and her associates to lose around 22 hours of work time, almost lose their hotel reservations, pay 3 nights worth of hotel room fees (when they were only able to get one day's worth of use from the hotels), and nearly lose their baggage (and important possessions and classified business documents). On top of all of this, American Airlines has denied any responsibility. Even after more than a dozen calls, emails, and letters, no true customer service has been done (no investigations, no speaking to employees other than operators, no negotiation for refunds of fees or compensation). Considering that friends of my family are senior pilots of American Airlines, several of my fiancee's associates' families belong to the Admiral's Club, and we have been loyal AA customers for decades (despite recent scandals against the company)--I am very discouraged about all of the poor service we have received. There was a news story, a week ago, that a total of 5 people made an international flight in an American Airline carrier. If AA is so liberal in dispensing resources, why can't they give us some simple courteous behavior (like an apology) when they so blatantly give horrible service?
The damages are: 22 hours of my fiancee's time, and her 3 associates (88 aggregate hours). 12 hours of my time to drive them from SNA airport to LAX and back (done twice), and transport them to their homes, and retrieve baggage. Total of 100 hours of billable time lost (at least $2000 of income forgone, had the time been billed). Thanks for the consideration.
Michael of South Bound Brook NJ (03/10/08)
What terrible customer service! Stay away from this airline at all costs.... I bought an American Airlines Newark-to-San Juan ticket through Expedia a few weeks ago and then AA decided to change my ticket. To no surprise, they wanted me to depart even earlier than my early morning outbound flight and even later than my early evening return flight. Although I can make the flight, my sister cannot. I feel that it's only right that if I buy a tickets for departing at certain times, then that is the contract. A contract is a meeting-of-the-minds according to law. Therefore, the fact that this contract was unilaterally changed means that the contract was broken, and I should be entitled to a refund (and I'm only requesting one). Why should I have my money tied up with the airline where they can profit from my money?
Anyway, I tried to resolve this with both Expedia and American Airlines - and I fault them both to some degree for not having an efficient and straight-forward process in place to handle these issues - and spent 2 hrs on Saturday speaking with Expedia before they eventually told me I needed to resolve this with American Airlines. Thankfully, Expedia tried hard to work with me to resolve this issue. I think that staying on the phone with me for that period of time is a testament to that. Unfortunately, I can't say the same for American Airlines. After reaching a representative, I explained my situation to the rep. She said she couldn't help, in which case I asked to speak with the supervisor. They must not understand English or something because I got the rep 3 times with the standard bounce-back to Expedia line. Ridiculous.
It's really not that hard: If I ask to speak with a supervisor and the rep says yes because they can't help me, then pass me on to the supervisor. Telling me no or making up excuses doesn't change the fact that they can't help. If they could help, then they should do that in the first place. Finally, I was patched through to the supervisor who apparently didn't want to have anything to do with me. I tried explaining my situation to her and that I was being tossed back and forth between AA and Expedia, but she gave me the same line before hanging up on me. She didn't even ask if there was anything else she could help me with, which in fact there was. Like I mentioned before, I was considering keeping my own ticket. Now, I'm not sure I want to do even that.
Bottomline is that I'm infuriated. But I believe I have a right to be. You can judge for yourselves. Did I forget to mention that the return flight was pushed off for more than 90 minutes? American Airlines has been warned. I don't know who this Shandy person thinks she is to just hang up on people. Her lack of professional courtesy is a disgrace to the organization, and this will be the first warning of a campaign, both to the public and family and friends and to whoever will heed my warning, about the terrible customer service I received from Shandy - a customer service supervisor at American Airlines. I hope AA checks the call records and hears for themselves. I spoke with her between 1 and 2:15 pm today, March 10, 2008. If you have a similar story, I urge you to tell your story here.
Rocio of El Paso TX (03/06/08)
I had to cancel my reservations with American Airlines. They offered me no other option but a future flight credit. Today 03/06/08, I called to use my flight credit, and they notified me that there is a $100 dollar fee per ticket charge for re-booking. I purchased four tickets in addition to the difference in fare; they will also increase by total by another $400.
I explained to American Airlines that a $400 dollar + fare difference would enable me and my family to fly with them, and I will therefore lose my $1700 that I previously had paid for. I feel American Airlines is stealing from customers by not offering refunds. They are forcing the customers to fly with them, adding their $100 fee per ticket, knowing that in my case I will not be able to afford to pay for the additional charges. Therefore I lose my monies that were previously paid.
Scott of Redond Beach CA (03/05/08)
I normally fly Southwest Airlines...However, I recently booked with American Airlines from LAX to Miami round trip. I also noticed the plane was a Boeing 777. I've always wanted to fly one of these, so I went ahead and booked the flight, chose my seats and was excited about the upcoming flight. I then received an email that American changed my flight and the equipment, to a 757--not bad, but not what I booked and paid for. I also found that my seats had to be chosen at check in due to the change. In other words, you'll get what's available, when we feel like it. So I called and asked for a refund and of course was denied. I then asked that they at least waive the $100.00 change fee, since I didn't ask for the change; they forced it upon me. I just wanted to be on the flight of my choice and the seat of my choice. Nevertheless, I was only treated with rudeness and inconsiderate behavior.
I've canceled my flight, paid the $100.00 to cancel, and now have a $400 voucher good for a year (which will only go to waste). I can assure you, I'll never fly with or attempt to fly with American Airlines. I'm very happily back to Southwest Airlines, where they really do care about their passengers and don't treat their customers in a vitriolic manner.
Gwen of Altoona AL (02/19/08)
On 2/16/08 my husband and I were travelling from DFW to Birmingham on a 2:25 pm flight. After a two hour delay our flight was canceled due to weather. The airline quickly and courteously made other arrangements for us to land at another airport two hours from the original destination. Our new flight was scheduled to take off at five, and after six terminal changes and three hours we were allowed to board. We got settled in on the plane when an announcement was made that they loaded us on the wrong plane and didn't have a crew. We tried to make new arrangements; but the ticket agent refused because our boarding passes had already been taken, and we only had a stub. We were just on a plane and told to get off. We waited around for another plane, and eventually we were told by the PILOT that it was undergoing maintenance, and the flight was being delayed again. After another two hours, we are allowed to board and again told to get off because the pilot refused to fly. We again began changing gates and terminals over and over.
Finally after midnight a pilot commandeered a plane with a different destination and told us to board. We arrived at our new destination after 2 am to an airport that was shut down. Not only could we not get our bags because of the shutdown--they were sent to completely different state. My husband and I had no choice but to check into a hotel for four hours until the airport reopened so we could rent a car to drive two hours back home. Customer service was helpful trying to locate our bags and arranged to deliver them to our house. They called and notified that they arrived at Birmingham, and we could pick them up.
The story should end there but didn't. We got to the airport and went to the ticket counter where we were told to go. There were several people in line trying to check in, and one man said he had been standing there for 25 minutes and had not seen the first airline employee. I went to a different airline desk and asked if they could page someone. They refused because it wasn't their problem. I called the 1-800 number for the airline and was quickly assisted. We found the airline personnel, for the most part, very rude and unwilling to assist. Information they were giving passengers was very inconsistent. They shuffled us, including a couple of disabled passengers, around no fewer than 23 times, like we were cattle. We were left stranded in an airport not of our original destination and were forced the added expense of a hotel for minimal time and a rental car.
Carlos of Houston TX (02/19/08)
On Feb 1, 2008 I was on-board American Airlines flight 1711 from Miami to Santo Domingo, Dominican Republic. The aircraft a Boeing 757 was sitting there since early in the morning, and while I was connecting from Houston, Texas our connecting time was over 1hour and 45 minutes. The ground personnel boarded the aircraft; and then the co-pilot did his pre-flight inspection and found out that 2 tires needed to be changed, that the mechanics failed to do their work. Our flight was delayed for over 3 hours while they changed the tires with all passengers on-board--no food, no drinks, and we were not allowed to get off the plane. The flight attendant became very irate when a group of passengers requested to get off the plane. The ground personnel also was very rude. It is time for American Airlines to stop taking their passengers hostages.
No food and the flight attendant made me feel like this was my fault and not theirs.
Marc of Fort Worth TX (02/18/08)
I boarded flight 565 in ATL without a copilot. Made us sit 40 minutes waiting for the crew.
Intentional infliction of emotional distress.
Deborah of Dallas TX (02/13/08)
After reading all the horror stories about AA in your site, I guess I got off relatively light. Our 7 pm non-stop to London was canceled, and we were re-booked on a 2 pm with 2 layovers, making our flight time 20 hours as opposed to the original 9. Due to work and school, we could not take the 2 pm flight, and I was able to book with British Airways. American refused compensation for non-refundable hotel reservations and plane tickets for a flight to Dublin that had to be rescheduled. They said they can cancel a flight at any time, read the contract. It is difficult to fly on other airlines out of DFW, but in the future we will certainly go out of our way to avoid this airline.
Wen of Miami FL (02/10/08)
AA treated this pregnant woman with 2 kids very rudely, coldly and extremely unhelpfully. I am a 4 months pregnant woman with 2 kids ( 5 yrs and 2yrs) connected in LAX for AA 252 to MIA on Jan. 28, 2008. The departure time for AA 252 should be 1355pm. We managed very hard to obtain the boarding cards for AA 252 around 1325 pm and ran desperately with the kids to the boarding entrance by 1347pm. The agent stood on the gate told us coldly: There is nothing I could tell you except that you missed your flight. I take this flight at least twice a year and it usually delays at least one hour late. This time the official departure time for this flight posted on the board is 1348 pm. The agent put us on the flight which is 9 hours later for AA 1254. The kids were so exhausted and fell asleep on the chairs of the airport.
The next AA 1254 was 1 hour delayed. The bad thing is there was a mechanical problem reported during the flight and it landed at El Paso st midnight. The kids and I had to spend another terrible and stuffy 4 hours in the plane. Later we were informed to take the flight to Dallas at 6 am in the morning, then connect to flight 1299 departed at noon to MIA. Finally we arrived MIA almost 24 hours later exhausted and sick just because the AA 252 closed the gate 10 MINS AHEAD OF SCHEDULE. Besides we found 2 of our baggage were broken. I contacted AA for this case and till now have not gotten any response or feedback from them .
I've had to pay medical expense around $1000 as we were physically sick.
Carol of Redondo Beach CA (02/10/08)
Our AA flight to JFK on December 19th was over 3 hours late causing us to miss our Alitalia flight to Rome. The AA ticket agent at JFK said not to worry - AA would accept our Alitalia tickets and they booked us on their 11:45 PM JFK-London-Rome flight. They kept saying this for over 2 hours but at 11:30 PM they said there were no seats. They would put us up in a hotel and we would have to return at 1:30 PM on Dec 20th and try to get on one of their flights. To get on the 11:45 PM flight we would have to pay over $2,000 each (for coach seats) and they would talk to Alitalia the next day. We paid. They never told Alitalia. Our return tickets were canceled and we had to pay another $2,000 each to fly back to JFK.
We had to pay over $8,000 for AA tickets (in addition to the $1500 for our original Alitalia tickets.)
Tom of Norfolk VA (02/04/08)
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