On Friday September 16th, my 94 year old Father was flying from West Palm Beach Florida, after spending a week with my brother, to DFW to catch a connecting flight to Joplin. His plane was suppose to leave at 7:24am to connect with the 10:28 am flight to Joplin. After boarding the plane in Florida, they sat on the tarmac for an hour to refuel and also deal with other technical problems, therefore causing him to miss his connecting flight. Luckily I live in Dallas so my brother informed me he had missed his flight and would have a longer layover until they could get him on the 2:38 flight to Joplin. He landed at DFW at 10:45. Thats over 3 1/2 hour layover for a 94 year old man who is in a wheelchair, unable to walk. I immediately left my job to drive to the airport to be with him as he waited. I went to the ticket agent and explained the situation. He asked if my name was on the reservation. No it is not. His response was, "Sorry, if your name isn't on the reservation, there is no proof he needs assistance". I said, "Well, why don't you go to the gate and you will see him sitting in a wheelchair." I asked to speak to his supervisor and he said there wasn't one. I said, "So you are telling me there is nothing I can do to get back there to be with him and you are just going to let him sit there for 3/12 hours with no help?" He said, "yes". I walked away for 5 minutes thinking about his uncaring response and went back. I spoke to another ticket agent who had heard the first conversation. I told her, "Look, my Father is a 94 year old WWII vet sitting in a wheelchair all by himself waiting on his flight because your airline screwed up and made him miss his connecting flight and by the way the new flight you put him on is now delayed to 3:00." She finally
american airlines headquarters phone number +1--8--6--6--5-.2..8..5.O...0_-7
6 weeks and 7 emails to customer relations and I've not received a response. Shame on you, this is not good customer service! I'm looking for reimbursement for my expenses from my cancelled flight from Madrid to DFW. It's not that hard....just tell me where to send my receipts! #dobetter
On Friday September 16th, my 94 year old Father was flying from West Palm Beach Florida, after spending a week with my brother, to DFW to catch a connecting flight to Joplin. His plane was suppose to leave at 7:24am to connect with the 10:28 am flight to Joplin. After boarding the plane in Florida, they sat on the tarmac for an hour to refuel and also deal with other technical problems, therefore causing him to miss his connecting flight. Luckily I live in Dallas so my brother informed me he had missed his flight and would have a longer layover until they could get him on the 2:38 flight to Joplin. He landed at DFW at 10:45. Thats over 3 1/2 hour layover for a 94 year old man who is in a wheelchair, unable to walk. I immediately left my job to drive to the airport to be with him as he waited. I went to the ticket agent and explained the situation. He asked if my name was on the reservation. No it is not. His response was, "Sorry, if your name isn't on the reservation, there is no proof he needs assistance". I said, "Well, why don't you go to the gate and you will see him sitting in a wheelchair." I asked to speak to his supervisor and he said there wasn't one. I said, "So you are telling me there is nothing I can do to get back there to be with him and you are just going to let him sit there for 3/12 hours with no help?" He said, "yes". I walked away for 5 minutes thinking about his uncaring response and went back. I spoke to another ticket agent who had heard the first conversation. I told her, "Look, my Father is a 94 year old WWII vet sitting in a wheelchair all by himself waiting on his flight because your airline screwed up and made him miss his connecting flight and by the way the new flight you put him on is now delayed to 3:00." She finally agreed to call her supervisor. I wait for 15 min for her to speak to her supervisor and finally they issue me a pass to go back. When I finally reach him, he is sitting there in the wheelchair all by himself with his WWII Veteran hat on, with his head down. It literally broke my heart and made me sick to my stomach. His face just lit up when he saw me. He told me they got him to his gate and "just left me here!". I take his boarding pass to the agent at the gate to make sure he is checked in and at the correct gate. Yes, he is good to go. 15 minutes later, my brother sends me a text saying there is a gate change. (He had signed up for alerts on these flights) . I go to the agent again and ask if there is a gate change and he says, "well yes there is. Its now E29A." So I proceed to push my Father down to the new gate. I go to the ticket agent there to confirm we are at the correct gate. Yes we are. 10 min later, (after I signed up for alerts), I get a text saying there is ANOTHER gate change and it is back to the original gate. Did anyone from AA come to my father to notify him of this? NO! I proceed to push him back to the original gate. Finally at 2:45 they take him to board. I am so disgusted by the way AA treated my Father. There is no excuse for it. Had I not been there to care for him, I'm not sure he would have made it. You need lessons on how to treat and assist the elderly, especially a WWI Veteran.
My son is a stroke victim and was aempting to request a wheelchair and a window seat.
He requires a wheelchair for long distances and uneven walking areas, both at the airport, next he asked for a window seat so that he will not have to attempt to get up or out of other passages way, his stroke affected his left side
He was given a Webb address , questioned his reasoning for everything . he was on the phone for more than 45 minutes answering questions that really didn't apply, lastly he was put on hold and disconnected with no call back. When a person explains their physical limitations and speech difficulties up front there isn't any reason to make there interaction with your company anymore trying then life already is. Does your company suppor ADA?
This airline sucks
I have submitted multiple complaint and attempted to reach an actual person in regards to by horrible experience this past week that caused me to miss a day of my vacation as well as a bag delay that got my luggage to me the night before my vacation was over as well as the fact that their were items missing from my luggage when I finally received my bags and I have not been contacted yet. There has to be a better way. I will not stop until something is done or I find a way to get to Doug Parker to ask why is there not a department we can speak to instead of only being able to email complaint and wait God know how long for a response.
I missed my little sister's wedding and had to cancel my whole trip due to a 2 hr flight delay that I should have been informed of sooner, as that plane apparently had issues all day. I would have missed the connecting flight and would have missed the wedding, so I did not go. and I had arranged for disability accommodations.
I was abused and made fun by flight crew and cursed at!! I emailed corporate but they responded. It's obvious AA doesn't care how they are perceived to the public. My company and I will never fly this airline again.
We recently travelled on American; several hours prior to departure, the flight was cancelled due to mechanical problems. We were initially told we we would be reimbursed for all expenses. American could not rebook us on a flight home for TWO DAYS! Thus we incurred two additional days of hotel, meals and car rental charges. Since then (in early July) we have been in a dispute with American regarding their obligation. Their position is that they are not responsible. They have offered two $175 vouchers for a future flight on American, to be used with a year! This will not even cover a one way ticket anywhere. The arrogance of the company is blatant. The Passenger Bill of Rights is not consumer friendly at all and allows American airline companies to take advantage of customers, unlike the European Union with seeks to protect flyers. Other airlines, such as Delta, do a better of job of compensating passengers. American is arrogant and not at all interested in assisting its customers. Their attitude is customer be damned.
american air lines is the worse in the world they dont give a shit bout anyone but themselves gibe me the m,oney is all they wan and they are full of lies what a shame and disgrace robers greddy and disgusting need proper staff
These links make no sense at all. What happened to customer service? I want to let management know how my grandson and I were handled when I checked him in and asked to accompany him to the gate.
On July 18, 2019 I purchased a round trip ticket to Rochester, NY for my 40th High School reunion. I checked in at the Greensboro, NC airport 2 hours before departure to Charlotte, NC for a connecting flight to Rochester, NY. I arrived in Charlotte 3 hours early for my connection. I had received boarding passes and seat assignments in Greensboro so I was good to go. At time of boarding I was called to the desk and was told I have 2 options, either a $900 voucher and hotel room or be denied boarding. I said that isn't any option that's a threat! I was told to step aside and a manager would come, she did. I told her my story and she said she didn't go to her reunion, like I care. Don't belittle my reason for travel, you took my money for a service. She looked at the gate keeper and said denied boarding. The next flight was 24 hours away and I would miss my meeting. I lost all options because they waited till the last second to tell me they oversold the plane. I believe I was bumped from the flight by another passenger who was either bumped or volunteered from another flight. I wasn't offered any compensation and I was put on a flight back to where I started. My refund for my ticked was denied and I've emailed customer relations 3 times without an answer. American Airlines should answer why do they sell a ticket and get a person to another city then tell them they have no seat? Yes, I missed my reunion. I've called every number I can get my hands on. Still waiting for customer relations to call me.
Since having problems with AA honoring their stated commitments, I have heard from many passengers indicating their displeasure with your service. The consumer ratings are, unfortunately, uniformly low. In addition to losing money due to flight delays, the airport agents are curt and unresponsive.
I see that I am not the only one who is fed up with AA. Here's my story - my son and I were at Yale for visit and had tickets to return to San Diego. Our flight out of New Haven was early (I believe 0605?). We received a text late the night before we were to fly saying that flight was cancelled. I immediately called the number provided to figure out how to get a different flight. I explained that I was in the Navy and had to get back right away due to leave status. I was informed (by a really surly and horrible customer service person) that there WERE additional flights leaving out of that airport but that they were now already "booked up". I asked her what we were supposed to do since we were staying in a hotel. Her answer was that AA would NOT pay for us to stay there, despite the fact that she said the NEXT available flight for us was 38 hours later. She said that if it was her, she would call another airline and book out of another airport. I explained that we did not have a car and could not get a rental since it was five minutes before midnight. She says "sir, I have given you an alternative action. If you choose to utilize it is up to you." We ultimately had to book on Delta (not my favorite airline but sure a heck of a lot better than AA) out of Boston (at added expense), take a Lyft 2 hours and 49 minutes ($177+), and rush to get the last two seats on a plane that stopped in Denver for layover. I immediately went onto AA website to file claim since customer service REFUSES to answer phones. The voicemail says "call back during business hours". For the past three weeks I have been trying and the message is present 24 hours a day. Must be nice to ignore the public. I submitted the claim and did fortunately receive partial payment. The funny thing was that my son and I received a different amount of money for the seats right next to each other. I could not respond back when the wrong amount was received and I had to go through the refund site again saying that there was an error in amount and that I would like someone to call me to clarify a few points as e-mail is read differently by all. Surprise, surprise, no response. So I have sent several ongoing e-mails and NO resolution. I have called in a number of times to reach someone regarding this concern and I have been informed that there is "no way to reach customer service other than e-mail (which they don't answer) and there is no way to call the corporate office or their lawyers (fax only). I am sure AA doesn't read this or even care but I guess I can warn others...
I have good and bad to say about American at the moment. Booked a flight in May so I could be with my Dad while he underwent heart surgery. After booking the surgery schedule changed. I called the airline and they happily changed my flight. The change in flight actually lowered my fare and I was told I would be issued vouchers and should receive them by mail. To date I have still not received them. Cant use them unless I send them in ahead of time. Well it's hard to use something if you dont receive it. I have called and spoke with customer service on 4 separate occasions and was told I have to go through customer relations. I have submitted 2 complaints to customer relations and have NEVER heard back from them. Would like to book a short get away trip but feel I will never see my $300 in vouchers. Would like to get this resolved but there is no person I can speak to that even wants to help. I have the voucher numbers but that is not enough to book a flight. I guess my only recourse is to file a lawsuit in small claims.
I like American Airlines and I always use your credit card. But we have experience extreme difficulties with Charlotte connections. We live in Myrtle Beach, SC. Twice in the last 4 months our (all) flights from Charlotte to Myrtle Beach were cancelled. Don't let the Airport blame it on weather that is total bullshit. The last flight, we were on a return flight from Rome, Italy and had a 2 hour window to catch our flight to Myrtle Beach. The flight was an hour late for no particular reason. The pilot said we could not access our gate because it was raining but looking out the window it wasn't that wet. We then had to rush through Customs and go a great distance TO OUR GATE. WHEN WE GOT THERE WE WERE TOLD THE FLIGHT WAS NOT BOARDING BECAUSE THE PLANE WAS TOO HOT. WE FINALLY BOARDED AT 8:00 F0R A 6:00 FLIGHT. WE TOOK OFF AND FLEW FOR 10 MINUTES AND THEN HAD TO RETURN TO CHARLOTTE BECAUSE AN OLDER LADY WAS HAVING CHEST PAINS. WE SAT IN THE PLANE FOR 35 MIN UTES WAITING ON AN AMBULANCE. (DON'T KNOW WHY THE AMBULANCE WASN'T WAITING ON US) We were told ther would be a delay while medical equipment was replaced. At 10:30 wan announcement said we would re-board in 15 minutes. 20 minutes later the monitor said the flight was cancelled. We had to go to Customer Service with many others, When we finally talked with an agent we were told the first flight for us was at 8:13 the next day and we were given a voucher for a very low class hotel. We had no luggage because it was checked in Rome. I think LL airlines should develop a BACK-UP plan to quickly handle getting people to thier destination quickly, We found airport employees to be uncaring and indifferent. We are senior citizens and would forward to more travel but we never want to go through Charlotte or the same experince again. My son is a frequent traveler and is at the top your customer list, He flies worldwide and has flown well over 100,000 miles already this year. He says Charlotte is the problm. I recommend you get Charlotte to SHAPE UP or get another hub. The cost of hotel vouchers, meal vouchers and pissed off customers has to be a tremendous expense. We still plan to fly but we will find other alternatives then going through Charlotte even if that means using other airlines!!
The worst airline EVER.
We have tickets to go to Sedona AZ in OCTOBER. Just found out we have to have new roofing, which doesn't allow us to spend $9,000. on a vacation. We called to cancel our reservations.
We were told the tickets were non refundable BUT NOWHERE on our reservations is that stated.
I am looking to post this publicly on Facebook so people are warned about American Airlines reprehensible customer
service and policies.
I am very disappointed with AA staff.
Just got off the phone with a supervisor who all but called me a liar. Tried to explain I had been on the phone for over an hour and transferred from Web Support to reservations and my return was booked incorrect. Told him my reservation had been booked incorrectly , then cancelled by the WEb department and then rebooked . He told me I boookedit mysel, which I did not . When I tried to explain what had taken place in the past hour on the phone with AA Web Support he insulted me by saying I don't have time to listen to what you are trying to tell me. Said it doesn't matter matter, not going to rehash the past. I fixed the mistake so move it forward. Must have said "move it forward" to me 10 times, every time I tried to speak. Don't have time for me really. How disrespectful can they get. Brandon was his name "RBH ".He even had the audacity to chuckle at me. Shame on AA as no one should speak to a customer in that manner.
Gloria Adams (THAIHZ)
I am a 73 yr. Old female that needed and requested special assistance. My flight schedule changed 3 times from Wichita Falls to Dallas 3 Times and I would miss connecting flight to Columbia, SC. American Agents in Wichita Falls stated that I would be in Dallas from 9:18pm, July 21 - 10:49am, July 22. That was overnight and appx. 14 hrs. On repeatedly stating that I was not able to sit in airport that long all they offered was "I'M SORRY". THEY OFFERED NO VOUCHER, NO REFRESHMENT; NOTHING!!! I had to catch a ride to W.F. airport twice and call a relative 50 miles away to rescue me and she made arrangements for me to fly out of Lawton,OK the next morning. She talked to YOUR Agents as well and got the SORRY response. I was made to feel that American Airlines had complete disregard for a senior citizen in need of assistance.
So disappointed with American airlines. I decided to plan a surprise visit to Rhode island and our flight from dfw was connecting to Philadelphia and final destination was Providence, Rhode island. It was my first time going through a connecting flight for my daughter, husband and I. Once the dfw flight landed to Philadelphia the nightmare began. Flight 5054# on July 5,2019 was delayed over 4 times from gate F to A various times. This was just the beginning. We then boarded a plane for approximately 2 hours on the runway until pilot and crew were timed out. So we needed to get off the plane and wait until 9pm from early morning to find out our flight was canceled. Customer service had two employees one that assisted with getting customers into a hotel and one that would not help us. We were given a small packet a list of hotels and were told we can sit in the airport until another flight was assigned which would be the next day at 9:07pm on standby and maybe we may not be able to get on the next plane. There's so much more that happened. I've sent a fax and mailed out over 26 pages of this nightmare hoping someone will call me from corporate or CEO. My baggage was unaccounted for and all the money spent was unbelievable. My vacation my surprise to my family was ruined by American airlines. To even think I would apply for a job for your company. Your industry needs better customer service in the Philadelphia airport. We spent so much money to be treated like garbage.
How do you report a employee of yours that is robbing you blind!Never saw so many mini bottles and other airline items in their house.Maybe that's why cost are going up!
Very disappointed with American Airlines and their policy. My son bought a plane ticket to San Antonio for a medical school interview. He booked his flight, then to be safe, purchased insurance in case the date changed, etc. Well, 4 days after the flight was scheduled, the date and time was changed. Come to find out, the insurance purchased is only good for health reasons.......AMERICAN AIRLINES CHARGES $200 TO CHANGE YOUR FLIGHT....even if you go online and complete the change yourself ) On top of the $132 flight increase fee...which is understandable). We have been SO spoiled by SOUTHWEST AIRLINES WHO ALLOWS YOU TO CHANGE YOUR FLIGHT AS MUCH AS YOU WANT, FREE OF CHARGE! You just pay any additional flight increase fees. American Airlines......you take gross advantage of your customer base. It's too easy to book with another airline that does not have price gouging policies, so that is what we will be doing in the future. EXTREMELY DISAPPOINTED!
Here was my experience and it might have been the worst travel experience I've ever had in my life
I had a flight to vegas with a connecting flight on July 1, 2019 . My initial flight was delayed forcing me to miss connecting flight and I had to reschedule new connecting flight. Once that was arranged there was another delay forcing me to drive 2 hours during rush hour costing me $80 in Uber to another airport to Miami with connecting in Charlotte. Once I got on Miami flight , announcement that there was a small oil spill and stuck on plane for 2 hours and 30 minutes ALSO making me miss my connecting flight to Vegas .
Once we arrived in Charlotte there were no connecting flights out so I was given voucher to stay at a dirty hotel right next to a strip club in a very UNSAFE area. The hotel's shower did not work as well. Leaving in the am I took my final flight to Vegas . Because of all delays made me miss the tournament I was flying out to Vegas for. Once we arrived in Vegas the next day (22 hours later than scheduled) LUGGAGE WAS LOST. This is also after I confirmed 3 times prior to leaving and was reassured it was on the am flight with me . 2 more flights came in from Charlotte to Vegas but our luggage was not on there we did not receive our luggage until 24 hours later with nothing to wear or use while we were in Vegas . Taking a car to the vegas airport the next day to personally check for my luggage , it finally came in. And guess what ? It was broken with the wheels ripped to shreds . I don't want a food voucher , I don't want I'm sorry . I want a full refund for this flight as it was traumatic experience