Complain about a product or service

American Airlines

American Airlines • Stranded • Accommodating illness • Bereavement policy • Luggage lost/damaged • Baby stroller mangled • Slovenly service • Price gouging • Smokers snuffed • Group bookings • Code sharing • The Wedding that Wasn't --- News • Straight-Talking Captain Calms Delayed Passengers • American Raises Baggage Fee $5 • American Begins Wi-Fi Service on Some Flights • American Slashes Routes, Charges for One Checked Bag

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.

Annette of Lubbock, TX March 13, 2007

On February 23rd my 10 year old son, Gabe flew to Dallas to spend the weekend with his older brother Isaac. He flew on Southwest. We stood in line less than 5 minutes to check-in before heading to security. Even though my son had packed a toy Nerf gun and several other cosmetic items that were not allowed that had to be unpacked and taken back to the car, all in all everything went pretty smoothly. The gate agent was very kind, had a big smile, and took extra time to chat with the unaccompanied children before boarding.

My son's return flight was a different story. February 25th my 23 year older son, Isaac, showed up at the airport 2 1/2 hours early to put his younger 10 year old brother, Gabe, on an American Eagle plane back to Lubbock. They stood in line at the ticket counter in an attempt to check-in 2 hours and moved 2 feet. Everyone around was complaining about the wait and several missed their flight. Afraid that Gabe would miss his flight Isaac, inexperienced and unaware (as all of us were) of the proper procedures and policies, decided that he would check his little brother in electronically.

Isaac kept and careful eye on Gabe as he went through security and then kept in contact with him up to the gate by phone. Everything seemed to be going well until the gate agent discovered that Gabe was an unaccompanied minor without paperwork and that the additional 60 child fare had not been paid. She then called her supervisor who proceeded to rudely and harshly interrogate my 10 year old son which unnecessarily scarred him to the point of crying. Because it scarred him so bad, he called me in Lubbock from his phone. He was so upset I couldn't understand what he was saying.

All I could do is ask if there was a grown-up there with him. He answered NO and then his phone went dead. I can not even convey to you how helpless I felt when I could not reach him. Even though your supervisor and gate agent were standing there beside him, he DID NOT perceive them as safe grown-ups! Fortunately the supervisor was able to reach Isaac and made arrangements to correctly get Gabe boarded but not without being rude and acting totally unprofessional. Instead of handling the situation kind and professionally your supervisor proceeded to chastise BOTH my sons and then while walking by later with a fellow worker, after the whole incident seemed to settled, point at my sons and laugh.

I can guarantee you this was not something we planned to happen and certainly was not a laughing matter!

OH! By the way, when the supervisor was asked what his name was he gave a bogus name. After making contact with my two sons, my husband and I started out to the airport to meet Gabe's arriving flight. Along the way my husband tried to convince me that perhaps the rude and unprofessional conduct of your supervisor and gate agent was an isolated single incident. When we got to the airport we found that thought was far from the truth. Again there was a long line with lots of angry passengers. Although there were two ticket agents, one announced that the other one was the only one handing out boarding passes. I came up to the counter and told her that all I needed was a security pass. I explained what had happened but was told to go to the back of the line.

Several passengers, even though they were late themselves, allowed me to cut in front of them. When I got to the counter the agent that I first spoke with whispered to the other "There she is."

It was now time for Gabe's flight to arrive. I, panicky and now even more agitated, tried to explain that I wanted to be at the gate when my son arrived. I thought I was helping by trying to hand her a copy of his ticket. I was told rudely NOT to place that in front of her. She abruptly sit it aside. Then there was total silence. Afterwards she callously announced the flight was delayed and flung the paper ticket back at me off the counter. I asked what her name was. She told me Janice. But when I asked her what her last name was she offensively told me that she didn't have to tell me her last name.

I recently saw a TV commercial for American Airlines that centered around smiling agents and children passengers. It was nothing like we experienced. Our family members have been flying back and forth across the nation, several times a year for the past 20 years. In all those years, even though there's been the usual delays and mishaps, we have never been treated rudely by the employees of Southwest Airlines. Your employees should take classes from them.

Shawn of Fishkill, NY March 7, 2007

Every time we travel via American Airlines, something bad seems to happen. We said we would never travel with American again if we could help it, but my wife, 2 1/2 year old son and I were taking our first ever cruise, and the charter flight leaving from JFK in NY was through American. So, we decided to give it a try since it was winter time and if there was snow, any flight delays would hold the ship as well (if we did our own flight, we would be on our own). So, we arrived on time in Miami, FL and picked up my bag, my wife's bag and awaited my son's bag. The conveyer belt stopped and there were no more bags. My 2 1/2 year old's clothes were no where to be found. So, we waited almost an hour and a half on the lost luggage line (it was 10 a.m.) and they told me that if it comes in on the next flight, they would get it to us either that night or at our first port of call on Tuesday (it was Sunday that day). They took our itinerary, filed a claim, and told us that the ship would have enough clothes for my son (after all, we only had the winter clothes he was travelling with). They said they would call me on my cell either way, and if I don't get the bag by the end of the day, they would allow us a 75 voucher. OK, we got on the ship and started sailing off and went to the ship store as soon as it opened, and they had NO clothes for a 2 1/2 year old. Not blaming the ship, I am blaming the woman at the ticker counter for saying they would have enough clothes, just to passify me and get me off her line. And, American of course never called me that night. I tried calling about 5 times before I loss cell coverage out at sea, and their phone system was having trouble. So, I called my Mom to give her the details and asked her to call them to find out something. So, Sunday went by, Monday went by and no message for anyone. Our first port of call was in Mexico, so we bought as many t-shirts and shorts for my son that we could find. The only thing he wore on Sunday and Monday and Tuesday were a pair of his jeans that were in my wife's bag that we went to the pursers desk and cut the legs off so he had some shorts. So, I check my email from the ship on Wednesday and got an email from my Mom. She said that the American representatives she spoke to (she had to call them 3 times) were so rude and the worst experience she has ever had as a company. One representative even hung up on her. They told her that they finally found my bag and that they would not get it to our first port on Tuesday because they didn't feel it was affordable to drive it to the port from the aiport (in Costa Maya Mexico). They said they would get it to us at the second port in Grand Cayman Islands on Thursday. So, we didn't have any bathing suits or any of my son's clothes until Thursday. American, thanks for ruining our first cruise. Have you ever travelled with a 2 1/2 year old that all he wanted to do was go swimming and we told him that he can't because we didn't have his bathing suit (we were not allowed to go in with the cutoff jeans - not the cruise line's fault). He was so cute though, he told everyone (with his arms open), the plane company lost my bag, what we gonna do. Luckily, we did purchase the insurance for the trip (since it was winter time) through Carnival, so we will get back up to 500 of the clothes and stuff we had to buy, but that doesn't help losing out on the fun for the first 4 1/2 days (again, not blaming Carnival, just American Airlines) American was so unhelpful and didn't care because they already got our money. The moral of the story, if you are flying American, don't check your bag if you definitely need your suitcase, because they don't care when/if they will get it to you.

Mildred De Vera of Chesterfield, MO February 25, 2007

I had a scheduled flight on February 9, 2007 from St. Louis, Missouri to Orlando, Florida.  We reached the ticketing counter at 6:15 AM about 40 minutes before our flight at 6:55 AM. The ticketing representative refused to check us in for that flight stating that we missed the cut-off time. I told him that the ship would leave at 5:00 PM and I would lose and forfeit everything that I paid for at Royal Caribbean Cruise Lines if I do not get there at 5:00 PM. . He told us to get the next flight at 3:00 PM that arrives in Orlando at 7:30 PM. I told him that the ship would have left that time and we need to be at the port 5:00 PM.  He told us to get a flight to Chicago then be on stand-by for the flight to Orlando. So, that is what we did. When we got to Chicago, we were lucky to board the 10:10 AM flight to Orlando just on time to catch the ship before it left at 5:00 PM. Two of my daughters and myself got stranded in Chicago. I went to the American Airlines counter again pleading and asking for the best way to get to Port Canaveral, Florida. They told me to go on stand-by for the 3:00 PM flight to Orlando.  We were definitely late for the cruise.

There was no flight from Orlando to Nassau, Bahamas that evening. We went around the airport asking every airline if they have any flight to the Bahamas that evening. We were given a voucher for a distressed hotel at Quality Inn.  We lost 2 days of our 4 days 3 nights cruise vacation.

 When we were at the Sovereign of the Seas Royal Caribbean Cruise Lines, I requested for a special dinner to the administrative representative who met us since we missed the Captain's dinner and I'm celebrating my birthday.  When we went to our only dinner to the cruise to celebrate my birthday there was no reservation. As a guest, I felt ignored. 

Christian Joy Maiden of Dallas, TX January 29, 2007

My sister and I arrived at Cleveland Hopkins Airport on January 7th, 2007 to travel back to Dallas, TX. Upon arriving, we were told that our Midwest Flight was cancelled because of mechanical failure and that they would put us on American Airlines. Immediately I became upset because everytime I travel on American Airlines, they lose my luggage. The customer service representative assured me that my bags would make it to Dallas, TX.

Of course, not surprisingly, our bags were no where to be found when we landed at DFW airport. We immediately went to the baggage claim center who took our claim, and the informed us to also make a claim with Midwest Airlines, which we found out later was a mistake. It is January 29, 2007, and our bags still have not been located. We have called the airport, the baggage claim call center, and have talked to everyone from supervisors on down. Every person is giving us a different story, from our bags are at the airport to our bags are overseas.

We took a straight flight from Cleveland to Dallas, so we are confused as to why our bags our nowhere to be found. We asked if they track the bags, and they told us no and that they are not responsible for our bags. As this point we don't know what to do. We are very expensive, irreplacable items in our luggage, and it will cost a lot money to even try and replace the things that we can. We really need some help in this matter. American Airlines has treated us with direspect, have lied to us about where our bags could be, and is not doing anything to find our bags. We have called them everyday since the 7th, and no one is telling us anything.

We have to replace all of our clothes, shoes, perfumes, jewelry and bags. Most of the clothes were new with tags still on them, and the jewelry and perfume had never been worn.

Lillian of El Paso, TX January 22, 2007

I had a lay over in O'hara, the Chicago airport, and my flight to JFK had been canceled one hour before leaving, Thats understandable, but the treatment i received from the customer service desk was ridiculous. The man at the counter was extremely rude to me, told me I had a choice to either go on the next flight which was the next day at 11am or take another flight to another airport in NY. I was thinking about it because my hotel in NY would only pick me up from JFK. He raised his voice at me and told me to hurry up and choose, he had other customers. I was humiliated.

I told him, that it would be fine, I would go to the other airport since i needed to get to NY that night. Then i asked about my luggage. He snapped at me and said i would get it the next day. He said it was not possible to change my luggage. I found that rather strange, I asked if i could have my luggage and re-check it in. I needed my clothes and all my stuff that was in it. He snapped once again and said it cannot be done. I would have to find my way to JFK the next day and pick it up. He gave me a print out with an 800 number and told me to call them and maybe they would deliver it the next day to me.

So i continued to my new gate and I saw another employee there and asked him if there was any way that i could have my luggage and re-check it in. I really needed my clothes when I got to NY. I had nothing on me. I let him know how my original flight had been canceled and i was told i had to get my luggage the next day. He said it could be switched over to the new flight. He said he didn't know why the other man in customer service didn't do that for me. So he took a few minutes extra and made that change for me.

When i landed in Laguardia, my luggage was there. Next, a week later, upon my arrival back home, my luggage did not make it back with me. They told me that my luggage got held back in Chicago. No one could tell me why. He told me they would deliver it to me the following day by 3pm. Well, it wasn't delivered. I called and asked them. They gave me one excuse after another. 24 hours later, still not here. Now they are telling me that maybe tomorrow it will arrive. I do hope so. What i do know...is that i will not be using AA anymore.

Sarah of Granada Hills, CA January 20, 2007

First they allow only one carry-on, so a woman can't have a purse and a laptop. They required the laptop to be put in checked baggage. They then lost one out of two bags checked at FLL for a return trip to BUR via Dallas. After three days they found it, but laptop and tags were missing. They said we had to go to the airport to file a claim. We got there and no one was working 45 minutes before they were scheduled to close.

We went back the next day. They refused to take the claim. They said TSA did it. Well, I checked with ICE and at FLL this is virtually impossible. Here is what 99% sure happened: This bag was opened on the way to the plane (they had time because this bag missed the plane), the contents removed, the tags ripped off to make it harder to detect the theft, and the computer was stolen. American's policy appears to be that they are free to take anything in your luggage and there isn't a damn thing you can do about it.

How they let employees just walk out of the airport with a laptop under their arm no questions asked just means to me they allow this behavior (instead of a raise they just allow the workers all they can steal?

Noreen of West Hollywood, CA January 16, 2007

My laptop was stolen out of its carry case that was embedded within my clothing in my suitcase. I normally would carry-on the laptop however, since I was stopping at London Heathrow I knew that I was only allowed my purse as a carry-on from that point. I was shocked to unpack my suitcase today and find the laptop case empty. I expected to be compensated for this blatant thievery by the Customer Relations Department. Instead, after waiting 1 month for a response to my claim I was extremely disappointed to see such a reputable company trying to squirm out of their responsibility on a technicality.

I had not filed my claim within their 24 hour liability window. I reported my laptop stolen approximately 42 hours from my arrival. After landing from a 4-legged, delayed flight from Cairo, Egypt I finally arrived at my home after midnight on December 11th. I had been abroad for 32 days and had packed quite a bit of clothing. Unpacking was a daunting task that was going to take a couple of days to complete.

The next morning on December 12th I woke up in the early afternoon with considerable jet lag and began unpacking. My laptop case was embedded in my suitcase among my clothes and did not appear to have been tampered with. I unpacked everything around the laptop case without inspecting it. It was only when I continued unpacking the next day that I handled the case and found it abnormally light. When I unzipped it I saw that a skilled thief had taken the laptop and battery charger from the case. Had the entire case been missing I would have noticed its absence right away but in this case I implored them to see how I was deceived for longer than 24 hours.

Upon this appalling discovery I called American Airlines customer service number who referred me to baggage services at LAX airport. At no time did anyone mention any time frame of liability to me. All that was said to me was that I would have to speak to the Customer Relations department. And in a display of shocking negligence towards its customers the department does not even disclose a phone number! I in turn was given their fax number and website address. If you think it was easy to correspond via fax or email without my laptop to write a letter you are mistaken. But I persevered and used a public computer and trusted in the system of the department to return to me what is rightfully mine or to refund me its value.

Deborah of Laporte, IN January 4, 2007

My son flew on a non-stop flight from O'Hare to LaGuardia. Upon landing there was no luggage for the passengers. He waited 3 hrs in LG in order to file necessary claims. Three days later he has not heard from AA, nor has his luggage been found. He has none of his needed belongings for his classes, work. And absolutely no sympathy from the airline

My son was flying to NY to take an internship at the renowned American Folk Art Museum as part of his college credit for his degree in Art History. In order to accept this internship he had to purchase many new clothing items including sport coat, suit, shoes, boots, dress shirts, ties, garment bag (business attire not owned by most students). He also had all toiletries, personal items, college work, and files. None of it has been found or returned 3 days later. He has had to start this endeavor, vital to his future career, in borrowed, and then newly purchased items. If we had any indication that there was a problem we would have made other arrangements

We have since learned that AA knew at 10AM on Tuesday that there was already a baggage problem at La Guardia, almost 12 hours before he took off, yet informed no passengers. They have only been able to tell us that there are thousands of bags being stockpiled , they are a week behind in the baggage department, and they do not have the personnel to take care of the problem. When we asked what to do, the AA said Deal with it. Ironic.

Is this AA new policy? Do we just deal with anything they throw at us? My last flight on American we had to Deal with no flushing toilet, no food or bev service,( inluding water) a 6 hr delay, and luggage that did not arrive until the next morning, while we sat in an airport waiting, without service, food, assistance. Due to the lack of information we received we missed our scheduled limo service as well. However, in my son's case, the extremely bad attitudes of emplyees at LaGuardia, lines with hundreds of people, and no answers have been an extreme detriment to the start of his internship, as well as an extreme hardship on the host family from the MOMA.

If I could, I would do as one of AA employees suggested, which was just go to Laguardia and start looking through the piles of luggage that are lining the corridors, and being placed in storage due to their lack of personnel during the holiday season? Didn't they know how many people were flying? I am incredulous that this company is actually getting by with this slovenly disregard for customer service. I am just so upset and angry and have no where to turn.

Jairo of Clinton, NC January 3, 2007

This is the creepiest company in the world. In my last 3 trips with the same company I have had the same problem -- lost luggage.

Loss of time, 4 days of my 10 days of vacations with delayed flights,  plus the stress of having lost my christmas presents which were in the luggage plus buying new clothes for the first 2 days, plus the racism the employes showed to the Latin people who were like me in the same flight.

Ronald of Chula Vista, CA January 2, 2007

I am a million mile flyer on several airlines and a multi-million mile flyer on one airline. I am a million mile flyer on American Airlines and a continuous Admirals Club member since 1982. I shy away from flying AA. If there is any problem, little regard is shown to passengers. I thought I'd seen it all until my last trip. My wife and I had flown from San Diego (SAN) to Bridgetown, Barbados (BGI) on December 15, 2006.

We checked 3 bags at the Commuter Terminal as our routing was through Los Angeles and through Miami. Weather problems caused us to re-routed through Dallas and to overnight in Miami. When we arrived in Barbados, only 2 of our 3 bags made it. We wasted almost 3 hours trying to get a baggage claim filed. We were taking a Seabourn Cruise and were lead to believe that we would rendezvous with our delayed bag in 3 days when the ship docked in St. Thomas (STT), the only port of call on our itinerary served by AA.

We gave the Barbados "baggage service office" information on the ship's agent in St. Thomas. We had been calling the airlines (at great personal expense) as did the purser on board the ship and the ship's agent in St. Thomas. The St. Thomas port of call passed sans our bag. It was expensive and inconvenient to spend a week on this cruise missing a bag. Needless to say, much of the enjoyment and anticipated relaxation had been diluted.

At the conclusion of our cruise when we arrived in Ft. Lauderdale, FL we went to the baggage service office at FLL. This visit was frustrated by blank looks and non-answers. We spent a few days in Palm Beach, FL. We returned home from PBI on December 25. There was no one at the AA BSO. We changed planes in Dallas. The first truly helpful AA person in this whole fiasco was Bill Stigliano in the DFW Admirals Club. Bill took the time and trouble to use the computer and some "back door" phone numbers to gain information about our missing bag.

When we arrived in San Diego as is usually the case none of the baggage carousel enunciator boards had any information about the flight numbers they were serving. No San Diego baggage service personnel were available. The AA Baggage Service employees possibly do this as a game. It seems to amuse them when a herd of anxious travelers run to a starting carousel not knowing what flight the bags are coming off.

On Tuesday December 26 at approximately 3  PM I got a telephone call from someone at San Diego Baggage Service Office. I was told my bag arrived in San Diego and would be delivered to my home by special courier. I asked for a phone number for SAN BSO just in case and was given 619-251-5420. Hours past and I called the number only to find that it is answered by a recording; no person to talk to and no one to call you back. The piece d' resistance to this fiasco was that the "Special Courier" rang the doorbell to my home at MIDNIGHT!

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Follow us on Twitter.