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.

Gina of San Jose, CA April 10, 2009

On 3/25, I booked 4 tickets for a multi-destination trip. 5/2/09 SJC to RSW for 1 week, 5/9/09 RSW to NAS for 1 week, 5/16/09 NAS home to SJC. As normal the agent repeated the flight dates and times, I confirmed that they were correct, authorized the total charge of 2,689.84. I trusted that our conversation was sufficient, I assumed wrong.

On 4/9 I printed my itinerary and upon closer investigation realized that my lap child was not included and my Saturday, 5/16 flight home was incorrectly listed as Monday 5/11. I contacted AA to correct the problem. I was informed that in order to get the 11:00 a.m. flight I had originally requested, I was going to be charged an additional 1,200.00 in increased flight fees and ticket change fees. My only other option was to accept a 6:30 a.m. flight with a 245.96 fare increase and 600.00 ticket change fee. After explaining the circumstance as they had occurred and the great inconvenience (to my family of 3 children under 6) the supervisor agreed to waive the 600.00 change fee. I authorized the 245.96 fare increase and requested the add on of the 12.00 lap child ticket. Once again I foolishly assumed my flight headache was over.

Upon checking my new itinerary I found that once again, my lap child was not included and I was in fact charged the 600.00 ticket change fee. I called AA again only to be told that there is no record of the supervisor agreeing to waive the 600.00 ticket change fee. I asked for the name of the supervisor that charged my credit card, so that I could resolve the issue directly, only to be told that there is no way to look up her name. AA is unwilling to correct the problem. Now our 2,690.00 flight is going to cost us an additional 600.00. One honest mistake is an acceptable inconvenience. A second blatant error and refusal to correct it is unforgiveable.

Damages: 600.00 in fees A 9 a.m. flight check in time changed to a 4 a.m check in time. This is a serious burden for a family with a 6yr, 3yr and 6 month old child.

Felicia of Alpha, IL April 9, 2009

While standing on the jetbridge waiting on my valet luggage I witnessed an American airline employee who was unloaded the bags by slamming them onto the jetbridge. When I picked up my bag the wheel and the whole bottom of my luggage had been ripped off. When I complained to the airline, their response was, we don't cover wheels. I showed them the huge gapping whole in the luggage and their response was the whole was made by the wheel when it was tore off. Now, the man who threw the bag acknowledge he threw and then said it happens all the time. The manager acknowledge they tear up luggage all the time but they don't replace it. I will never fly American again. Take that back, I can't afford to fly American again. It it cost me each time 85 to replace my luggage because of dammage.

1/2 off work to take the luggage back down to the airport and the replacement of the luggage.

Danny of Wellington, OTHER April 8, 2009

There have been changes made to my ticket that do not even closely conicide to what i originally reserved: I am NOT receiving what I have paid for. My objective is not to have a refund just on a whim - there has been MAJOR ITINERARY changes made and initiated by AA. In the history of the original itinerary, there was MAJOR flight delays - my initial flight delayed over five hours, subsequent flights were not rebooked efficiently, and I was diverted through Australia when I had originally booked LA to Auckland - total delays were extensive. To add to this mess my luggage was lost by AA for five days - I did not have any luggage for my entire stay in Auckland and did not receive it until i had arrived in Wellington !!!!!

I am planning to continue to use AA for the remainder of my flights, I am just now looking for them to refund what has not been used since I can no longer now follow through with the intinerary as I originally booked due to THEIR changing flights

Edward of New York, NY April 7, 2009

On semptber 23 2008 i was on my way to visit my mom grave site for her birthday which is semptber 23 in tennessee where i buried her at and give her sisters most of her jewlry belonging for some reason i had to pay 15 dollar and check my only bag in the jewlry box was right in the outside zipper part of my baggage my fight was about to leave and was told to put my bag by the screener and hurry up to my gate and that's just what i did just to get to my destination and have the disappointment of a life time my mom jewlry box stolen this was the most humiliating and embarrassing thing that every happen to me to hear my family tell people about it was the worst it made me feel ashamed to be from New York.

Michael of Brooklyn, NY April 6, 2009

I booked two tickets to St. Martin. This was a direct flight leaving on a Sat in June and returniing on the fourth of July, 2009. After 5 months we get an email that they cancelled our flights and putting us on two connecting flights at night. We paid well in advance for direct flights and they had no right to just change our plans. When we called to talk to them they were not helpful. We could get a refund but it would take two months. We had to book on a different airline for more moeny and pay to stay in St. Martin an extra day.

MY WIFE IS UNEMPLOYED AT THE MOMENT AND THIS IS GOING TO KILL US FINANCIALLY. WE ALREADY PAID FOR THE ACCOMODATIONS WHICH ARE NON REFUNDABLE.

Janice of Austin, TX March 31, 2009

In February I booked and paid for 2 round trip tickets from Austin Tx to Paris France(jul 19-aug 3 2009) with American Airlines The tickets cost ; fare 2x1076 taxes 2x 291.10.= 2734 On checking the fare in March I found that these flights now cost; fare 2x998 taxes 2x 89.90 =2169.80 I called reservations and asked if I could have a price adjustment,they agreed reduced the price but charged 500 change fee(2X250), the tickets were changed and I received 64 credit!I then expressed my dissatisfaction especially since the main reason for the reduced ticket price was due the taxes and not the fare.

The representative could not tell me why the taxes differed so much and suggested I take it up with Customer relations. I contacted Customer relations explaining my position,asked them to check the taxes on the first ticket in case it was in error and if so reconsider the change fee? and if the taxes were found to be correct could they give me a breakdown of how they had been calculated on each ticket.I pointed out that the taxes on the first ticket represented a almost 30% of the fare while on the second ticket it was 8% of the fare. After writing back and forth(3 memos from them) during which their response was adamantly that all was correct and the charges would apply, I agreed that the change fee would apply but could they still give me a breakdown of the taxes on each ticket,their response was that after passing it to various managers for review all of them agreed all the charges were in order and that since we were at an impasse?

the matter was closed and they would not reply to any further correspondence from me.So I still dont know why the taxes on two identical tickets(less than 4 weeks apart) were 582.20 and 173.90 respectively and why no one at American Airlines is prepared to give me an explanation. I understand why change fees are applied and though I think theirs are excessive... rules are rules., however if I buy shoes the tax and rate are clearly shown on any receipt and I think no less should apply to airline tickets.The taxes may be correct but I am entitled to know how they have been calculated.And who gets to keep the extra tax?

Zachary of Chicago, IL March 31, 2009

On 3/24/09 I was flying to Las Vegas from Chicago. I was traveling with a massage table which I knew was going to incur a baggage fee, however, American charged 150 + their standard check baggage fee for this item. Upon reviewing their website, I found I could travel with items that were much larger for only 100 + the standard check baggage fee.

When I made my complaint, the customer service clerk simply reiterated that they charge for checked baggage, and did not address the fact that the website, which I have printed out, states that I travel with larger items. The item I checked measures approximately 38x30x6 inches or 74 linear inches, and it weighed in at the airport at 44 lbs. According to the website I can travel with items such as hanggliders, windsurfers, or surfboards that are less than 70 lbs and 115 linear inches. Because of an error of mine in which I thought my flight was later than it was, I had no choice but to pay the fee as I had no time to put my table in my car or miss my flight.

W of Barcelona, OTHER March 30, 2009

I booked a flight with AA, but had to change the return date for sure, but the return date was not exact. So i called them to orient myself on how to do the change and not loose my return part of the ticket already purchased. And i was told i had time to call again and give the exact date. The thing is that when i called again, i was told a completely different thing. including that i had lost my return part of the ticket. -just before xmas time-I was later told on another phone call...not to mention i was calling from spain to usa...

They finally accepted i was told something wrong by their phone assistant...i was misled...BUT that they could not help me even though it was their mistake. So i was not able to go back for the holidays. Still i know all airlines cannot be perfect..and AA flies to many places making it affordable and convenient. But from that to having to assume the ineptitude of their employees i differ...i think they did wrong in not assuming their own mistake. after all in any other instance a normal business is due to respond for such a mistake.

I was not able to go back home for the holidays...that i cannot tell how much can be valued for...And i lost the 2nd half of my rountrip of around 900.00.

Tonya of Wichita, KS March 30, 2009

What a ripoff! We purchased our tickets online only to find that the price for the same flights dropped 300 per ticket. However, in order to recoup the difference they STEAL 150 back from you to change the ticket. Since these are electronic tickets, the only change is a keystroke on thei computer. I will never choose to fly American again from this point forward. That is not customer friendly in any way shape or form! Buyers beware! Go through Southwest who will gladly give you the difference back!

! of the nearly 300 difference, we get a measly 125 voucher back.

Carolina of Richmond, MA March 24, 2009

On December 24th 2008, my husband and I flew from Boston, MA USA to Rio de Janeiro, Brazil. When at the airport checking in in Boston we had a very rude AA employee that would not give us any information on what we were asking. When arriving at the gate it was impossible to contact the AA personel at the gates since they were all very busy dealing with other passengers stan by issues. We just wanted to open a AAdvantage account for my husband.

When we are in the airplane we open a aa magazine and it shows you that are easy ways like going on the internet to join AAdvantage. When coming back to United States on march 1st 2009 I called and Join my husband into the AAdvantage program, but they told me they will not count his miles going to Brazil since they don't count miles 30 days prior to enrrolment!!!! This information is nowhere to be found on their advertisements or website!

How can they get a way with this, I was in a different country for 2 months and as soon as i get back i try to credit the miles, it's not like I've been waiting a year! I just got back! Plus I did try to enroll him but no one in airports have time to deal with costumers anymore since this airline has so many cancellations! Please help. I know is my right to have those miles accounted!

I spend all this money to fly international and I dont have my rights to my miles respected based on a false and misleading rule that the airline does not display to the costumer.

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