AA does not give a r-t's a-s about its customers!!!
AA is absolutely PATHETIC when it comes to customer service and common sense! I was booked on a 1PM flight out of Logan on a plane that they worked on all night and the following morning. After delaying the ETA on two separate occasions, the last one for 9 hours, AA finally announced what everyone suspected, cancellation of the flight due to mechanical breakdowns. After failing to find another flight to my destination AA put me in a crappy motel nearly an hour from the airport and offered a $12 food voucher that was good at the airport. I inquired about a travel voucher or miles for the inconvenience and was told "there's nothing I can do for you." We'll see about that.
WOW I AM TOTALLY SHOCKED FLIGHT WAS FOR 7/27/18 DIDN'T GET OUT UNTIL 7/2918 AND NOW BEING TOLD THAT EVERN INSURANCE WHICH I PURCHASED WILL NOT EVEN HELP ME, SO DISAPPOINTED WITH AA SECOND TIME IN MY LIFE AT AGE 61 FLY AND THIS HAPPENED AGAIN ,BUT THIS TIME I LOST 3 DAYS OF VACATION AND COULD HAVE WORKED. I JUST DONT UNDERSTAND HOW AA OPERATES . AND I CAN NOT EVEN CALL CUSTOMER RELATIONS ABOUT THE MATTER. EVERYTHING EMAIL ONLY. WELL THIS IS DIFFERENTLY LAST TIME FOR ME ... SHAME OF IT IS ALL I WANTED TO DO IS BE WITH MY SON WHEN HE CAME BACK TO USA AFTER 2 YEARS DEPLOYMENT ..... AND YOULL KNEW THIS FROM MY FIRST FLIGHT FOR THAT GOT MESSED ALL UP. ... I AM JUST SO I DONT EVEN KNOW. AND NO ONE WILL HELP ME ... BUT WILL BE CONTACTING EVERYTHING ABOUT MY 2 TRIPS EVER AND BOTH THREW AA ...WITH EVERY SITE I CAN FIND AND MULTI MEDIA ABOUT AA AND ALLIANZ KEEP YOUR FOOD RECIEPTS BECAUSE THATS ALL THEY HELP WITH , AFTER PAYING FOR INSURANCE....JUST WOW...I HOPE AND PRAY NO MORE DEPLOYMENTS ..... FOR I CAN NOT BE THERE .
Remember when TWA Pan Am used to hire happy Cheerful Flight Attendants... I flew on July 30 flight 2205 from LAX to Honolulu.. The fat old cow...that should be hibernating gave crappy service. I was in row 1 first class. I paid $2700 for two tickets. Shrimp dinner had seen several flights ... old and tired... Television screen did not have good sound. They gave us 5ocent ear phones that did not work.
The person up front... immediately after take off dumped complete meal including icecream on our tray and spent the rest of the flight talking about how life was after menopause.!
I will fly someone else. ! JIm
And I am sure AA thanks you for flying "soneone else". Really, isn't name calling beneath you?.
You really took the time to reply to someones genuine comment on the crappy treatment by American Airlines with a grammar error. Get a life people have real concerns and this is the forum to voice them on. I think the folks were looking for response from AA not some couch potato with nothing better to do than criticize the comments of other.
I am still in disbelief of how low class customer service you have representing you. As my family and I checked in at the Phoenix Airport, A Representative by the name of Penny treated my family like trash! She even cursed in front of my children ages 6 & 8, with her supervisor next to her the whole time, which he did nothing to solve this!!! She said my husband came up to her with an attitude, which he did not at all. But I guess she must be a racist against Hispanics, since she was white and belittled us the whole time! We might be Hispanics, but all of us are born in the USA!! I suggest mannerism should be a job requirement for when you hire an employee. I will take this up, as far as I can. I am still waiting for an answer from you on social media, but I guess your unethical customer response time frame is another issue with you as well. What a shame, American Airlines use to have such great customer service. Never again! To top it off, she gave us the last seats on the plane!!!
You do realize that white people get bad service too...? They just don't have a race card to pull when it happens.
You do realize Anonymous that according to these reviews American Airlines only provides BAD SERVICE no matter your race. Save that Race Card crap and pull the CEO of the company's time card.
American Airlines is the worst. We were scheduled to fly out of LaGuardia on Monday August 13th at 9:50 am. When we checked our bags were were told our flight was delayed till 10:23 which still would have gotten us to Atlanta in barely enough time for my grandson to be in Kennesaw by 2pm .By the time we got to our gate our flight was cancelled and we were booked on a flight leaving at 9:29 pm even though we had advised them, it was imperative that my grandson be on stage to perform on Monday at 2pm. So we ended up going back to Queens and returned at 8pm to make our 9:29 flight. Our boarding passes that were issued stated we were to depart from gate B6. At 8:56 another passanger started asking other passengers at the gate if they were traveling to Atlanta and the answer was no. We could not locate an AA gate agent so my grandson quickly looked on their website only to find that there was a gate change to A5, which we were never informed of. So we had to gather up all our belongings and run to gate A5 barely making it in time to board. When I called AA and asked why we were not informed of the gate change I was told by the rep he had no idea. This is my first and last time flying AA. Their customer service is the worst and they don't care about their customers.
Thank you American Airlines for such amazingly bad customer service !! Your employees at Anchorage airport sent my frozen fish to DFW instead of ORF on purpose to hide their theft of more than half of my stuff !! Didn't scan it, sent it to the wrong airport, removed all of the identifying tags in an attempt to hide the theft, stole $600 worth of Alaska salmon and halibut that we caught. When the re-taped bag FINALLY arrived in Norfolk, the remaining contents were rotten. AND now your claim that perishable items weren't covered???? Oh, and let's not forget the $200 that I paid to have it shipped !! American Airlines: bringing a new low to customer service !
American Airlines, I must say, is the most dishonest and pathetic airline I've ever flown with before. On August 13th, I flew into Dallas-Forth Worth airport from The Netherlands as a connecting flight home to Orlando. My first flight was delayed by two and half hours, and then eventually cancelled. The staff then put us on the next flight out, great! But, the crew didn't arrive. They delayed this flight for five hours, until they couldn't delay it anymore, so they again, cancelled the flight. Honesty would be great, but they decided to tell everyone it was the weather that caused the cancellation. I have proof that this is in fact not true. The pilot could not find a copilot to help him fly the plane, this is the reason to the cancellation. The staff only said it was weather related so they wouldn't have to refund or pay for any of us to stay in a hotel. Let me remind you, at this point, we had been up for 24hrs flying from The Netherlands, and then told we had to sleep in the airport until the next flight at 715am the next day. There was nothing they even remotely tried to do for such inconveniences. American Airlines does not care about their customers. Some of us have families, other paid obligations, Jobs, etc to get home to. Yet, they didn't want to take care of us in the slightest. I was in tears from how exhausted and aggravated I was with American Airlines. All I wanted to do was get home... but, they made they quite impossible. I can tell you one thing, I will never fly with them again and I will make sure everyone knows how dishonest and awful the staff is. Thank you American Airlines, you've truly disappointed.
Ditto ditto ditto etc etc etc
On July 12th my great nephew and I were flying from Columbus OH to Dallas and on to Vancouver for a 12 day Alaskan cruise. Went a day early to avoid any snafus. To make a long story short, we sat in the Dallas airport for 18 hours because of "weather' it rained and then cleared up. I watched it clear up. AA arranged a flight from Dallas to Houston to catch a United flight to Vancouver with plenty of time to be able to board ship that was supposed to leave at 7:15a.m. on the 13th. Flight from Dallas to Houston was delayed, delayed again, didn't have a "legal" flight crew, then no crew then finally left for the short hop to Houston. Because of AA's lack of customer service and lack of any kind on organization...we missed the flight by 3 minutes. In addition to losing a considerable amount of money....more than that .I have missed a trip of a lifetime with my great nephew . He'll be going to college in a few weeks so the window of time we had to make a memory together is now GONE!
I have written letters to Pres, CEO, customer service VP'S at American and haven't received a "tough luck", apology, response of any kind. Will avoid AA at all costs going forward as will the travel agent I dealt with. She informed me they will no longer use AA. I am more sad than mad that their inefficiency caused me to miss this opportuanity.
I can't even start to explain how pissed I am. To cancel a flight in the middle of changing flights. Your staff is very rude in Miami. The hassle of going up and coming down 3x to get home. My bags are not there and no where to be found. My medicine is in there and I'm just furious. This airline has made the end of my trip travel horrible. I won't travel with this airline again. Ever!!!
I just experienced the rude staff in Miami as well! OMG... I have also had two planes have maintenance issues this vacation and one trip canceled due to lack of staff. This airline just ruined my surprise birthday party for my fianc, as we have been trying to get home for over 30 hours now. So sad we paid money for such bad service. We are both literally crying
I waited a few days to write this letter of complaint as I'm sure I would have burst a blood vessel had I chosen to recount my distressing ordeal with your airline any sooner. I arrived at the JFK airport on Tuesday July 31, 2018 at approximately 11:49 a.m., to give myself ample time to check in and refresh myself and my toddler with whom I was travelling. The gentlemen assisting with curb-side check-in were extremely pleasant and helpful which reminded of the halcyon days when persons were genuinely warm and friendly. During the check-in process, I was advised that since my daughter is a US citizen and her booking was done separately from mine, I'd have to finish the process with a representative on the inside. The gentleman (whose name eludes me at this moment) graciously escorted me to the line for Customer Assistance. I waited in the queue until it was my turn to be assisted and was called by Joycelyn when she became available. I promptly walked over to the counter and greeted her with a smile saying "Hi Joycelyn". She smiled but then had a quizzical look on her face with the remark "How'd you know my name?....oh...my name tag!" followed by light laughter. During the process of checking us in, she asked if my daughter had a visa. I wasn't sure what she meant and I politely asked her to clarify. She brushed it aside saying "never mind, she has a US passport". A few more taps on the keyboard and she asked if I had a return ticket for her to return to the United States and I questioned the necessity of that transaction. She stressed that because my daughter is a US citizen she has to have a return ticket and we will not be able to board our flight until I can provide proof of same. By now I was totally confused because I have 2 children who are US citizens who live with me in Jamaica and I have NEVER had this issue. I asked to speak with the supervisor and the rep (Joycelyn) while walking away said "it doesn't matter, they're not gonna let you board". She returned shaking her head saying "You can't go" and a lady appearing to be of Hispanic decent later came over to the work station and reiterated the sentiments echoed earlier by Joycelyn. My question next was if something had recently changed or if this was an AA policy as in all my years of travelling I've never had this encounter. To this the supervisor said it's "The Immigration Law" and Joycelyn said "we see it happen every day". By this time it was minutes after 1pm and I wanted to know the next steps so I indicated that I was willing to purchase a return ticket for my daughter because it was imperative to be in Jamaica before August 1, 2018. At this point I was advised that a ticket CANNOT be purchased because the passport has to be valid for at least 3 months. My question then was, "how then were we able to purchase the round-trip ticket with this condition not being met in the first place and the booking was done directly with AA?" Joycelyn then shook her head and shrugged her shoulders coldly, advising "I dunno "Maybe they missed itbut you can't go". The supervisor, close enough to interject, scolded me and sternly advised that I needed to "go back to New York, get a new passport, come back to the airline/airport and purchase a return ticket, then, you'll be able to board ma'am". My bags were pulled and I was given a new record locator and a number to call and re-book as soon as I had fulfilled their commands. Flabbergasted by their actions and utterances I stood at the counter lost for words. By this time the supervisor returned to the floor and Joycelyn stood beside the counter with her bag over her shoulder, clearly annoyed that I was cutting into her time. Like a disgraced dog I put my tail between my legs and left the counter. Stranded, I asked a passer-by for a phonecall and advice on how to get to New York City with 4 suitcases and a toddler to manage. During my commute I couldn't help recounting my experience and pondering; did they even consider that I had pertinent business to attend to in Jamaica? Did they consider the exorbitant accommodation and travel costs they were now expecting me to bear by staying in New York "until a new passport could be garnered? Weren't there other ways to prove that she is qualified to live in Jamaica as a US citizen? Do they know what notations to look for in the passport that prove this? Are your frontline agents given training in Customer Experience and Emotional Intelligence? . I managed to get into Manhattan to a hotel and I called the number I was given right away. I explained in detail to the representative on the phone (Traci) and she placed me on hold to escalate the matter to her supervisor. After 45 minutes the call was disconnected and I called back and got another rep who apologized for my experience and advised that I should make my way to the airport the following day to board my flight as the requisite arrangements had been made. Still not wanting to be denied check-in/boarding on my second attempt I asked whether it was still necessary to purchase a return ticket. The rep (who was most empathetic and accommodating) recommended a refundable ticket which sadly, was coming out to more money than I now had on my credit card. After about 1.5 hours, one was eventually booked at $205 - (which does not fulfil a need and rightly ought to be refunded- Ref: QNPVQM refers) I went to the airport the following day, totally frazzled and bearing an awful headache from the dreaded trepidation that overcame me as I got to the airport. I was directed to the kiosk and assisted, printed my boarding passes and proceeded to the security checkpoint event-free! Apart from the delay we had on the tarmac and the mad rush to catch our connecting flight (which also delayed), my trip this time around was more pleasing. When I got to Jamaica I was warmly welcomed and my daughter was given stickers and smiles by the immigration officer that attended to us Once home, I had to take steps to mitigate loss of business and other arrangements that were scheduled to take place on that day (Aug 1st) and the week that ensued. The million dollar question is: why did American Airlines, though their insolent, unfriendly and crass frontline employees deny us boarding in the first place? This may be the mystery of the century and perhaps other customers have been suffering in silence but I refuse to be mute especially since I had to bear and incur additional, unnecessary expenses. I may be only one customer in your database of millions but I trust your company will recognize the iceberg multiplier effect of one disgruntled customer and take the necessary steps at damage control, service recovery and remedial training for customer facing representatives. I await your response.
I like to wait a week or two before I write letters such as these. It gives me time to reflect on what happened and to explain my thoughts without having to hypo-ventilate. Let me preface any further statement by saying it would be useless writing this letter to your Customer Service division because they just do not care or choose not to care.
On the 15th of July we began what was supposed to be a lovely ten day vacation to Scotland and Wales on American Airlines flight 2458 to JFK. Our record locator ID was DAFYQQ, leaving Sand Diego at 7:45AM. Three hours before, our flight was canceled. We received texts on our cell phones and was told that we were booked for the next day. After lot of arguing, American put us on a Delta flight. Upon arrival at JFK, we were told that our bags would be going on to Edinburgh, but we had to walk to another terminal and go through another security check. My wife and I are both seniors so this was no easy task. At any rate, when we arrived at the American Airline terminal, we got on the security lines, but they would not accept our tickets. We rushed to the American counter and a lady finally helped us rebook. We would no longer be sitting together. She then ripped up our old tickets which had our luggage receipts on it. My wife managed to salvage one. We ran to the security lines and after much duress barely made it to the flight to Edinburgh. I might add that the flight arrived late.
At Edinburgh, we waited for our luggage, but our luggage did not arrive. We went to the desk and they said they would trace it. Thank God we still had that old ticket which we salvaged from the garbage. Our driver and guide met us and took us to our lodgings. Two days later we still did not have our luggage. Finally, a gentleman at the hotel called some people he knew at the airport. An hour later, we had our luggage. It seems that the luggage had gotten there the next day, but American had decided to hold it until they had enough to deliver.
You would think this is enough for one trip but you'd be wrong. Upon our return from Manchester, England, Record Locator CXXLHA, to Chicago, the plane landed on time, but there was no gate in the International arrivals area so we waited on the tarp for almost an hour. We were told that the International arrivals terminal is very small and everybody uses it. We were also told that the tram was not working due to construction and we would have to take buses to our connections. We had a 2.5 hour time spread to get to our next flight. Now it was down to under two. They gave use these "fast passes" to get through customs. Of course, American put everybody with a fast pass on one line so we stood there forever. Needless to say, we did not make our connecting flight. Any International flight going into Chicago needs a minimum of a 5 hour hiatus between flights. American should know this. There were a slew of us in the same "boat."
We were told to go to the American desk and rebook. They Attendant at the desk informed us that we were rebooked for tomorrow. That phrase seemed awfully familiar to us. When we asked what do we do in Chicago tonight? The Attendant replied that's not our problem. After a lot of bickering, they transferred us to a United Airlines flight to San Diego. We again could not sit together. We made that flight, but did not arrive home until 1am in the morning.
We call it a trip gone awry. Though we had a nice time after we got our clothes, American Airlines managed to ruin it in the end. In the future, we will look to avoid American Airlines unless absolutely necessary. We have over a half million miles with your airline, but it's just not worth the aggravation. I've already changed my credit card for my business.
By this time, you're laughing and saying "well you can't win them all." I guess that's the truth. At least, this letter will help me vent my frustrations about a poorly organized and inefficient airline. We hoped the when US Air merged with American that they would bring American up to their standards. Instead the opposite has occurred. This letter only scratches the surface about the events that actually occurred.
Martin and Elissa Stark
I bought 4 round trip tickets in June for a 7/28/18, 8am flight from JFK to Miami. On 7/27/18 at 10:30 pm I received a text alert from AA that stated "Your flight was canceled. you've been rebooked for 7/29 on Flight AA1357 at 5pm from JFK to MIA, Confirm or choose another flight." I immediately called AA, because we needed to get to Miami no later than 3pm on 7/28 to go on a cruise. I was on hold for approximately1hr 30mins, not wanting to hang up because of our situation. While I waited I was attempting to make other arrangements, but it was now 11pm - 12am and flights were booked on other airline in the tri-state area. The only flight I got from another airline was leaving from Boston. The person at AA that answered the phone eventually, had nothing to offer, why was the flight cancelled? She said "the weather!" Though it stormed/rained earlier, the storm had passed by the time I received the text. The weather predictions for 7/28 was good.
I had to spend thousands of dollars for last minute tickets leaving from Boston, 3 1/2 hrs away, so that I would not loose the other thousands of dollars spent on our cruise vacation. It is unacceptable that AA would notify us at 10:30pm, the night before, leaving us with not much options. Imposing additional debt with no empathy. Never again..
After 8 hours of delays I finally got to my destination. Paid over $900 for a first class ticket. Was seated in row 27!!
It stunk so bad.
I was not provided a refund for the cost of my ticket.
The employees were rude and uncaring.
They wouldn't even answer a question about where's luggage was. Since there were so many delays I was clueless.
American Airlines is definitely not GREAT.
Never ever will I fly AA ever! My daughter has had the worst experience in Philadelphia Airport. She was bump three times and spent over 8 hours there. All the employees were rude to her including the managers. Not once was anyone helpful.You suck AA!
I came here to write a similar 8 hour complain. They were rude and they seemed to act like customers really don't matter.
This Will be my last trip on American here are the reasons why:
On return from New Orleans to Charlotte we were originally booked to Dallas then Greensbrough. That fit us very well,How ever we were told that we were being changed from New Orleans to charlotte then to greensbrough. O.K. I could live with that one. THEN we we went to Charlotte. Our flight was "delayed for four hours". Then it was delayed again for about three hours, Then about 10:30 We discover our flight had been Canceled! We waited over 4 hours for our luggage,and guess what, we were told one of our bags was in Greensbrough, the other never made it on a plane. The company never offered us even a hotel,nor rein-verse for out canceled flights. we were stuck at midnight . I had to call head quarters and found out this information on the bags,the ground personnel at Charlotte did not have a clue! "we can't use a phone to call anyone", Wait in line and don't get uppity with me" (direct quote) So.. we rented a lcar to drive us to greensbrough. Cost $240.00. I eventually found some one to find my bag in Charlotte, in the luggage area that had been sitting there all the time. ( your person did not scan both bag tickets.
I drove to Greensbrough this morning about an hour and a half to claim my other bag. How did it get there? it was put on a flight 4:00 P.M.!
Well sad but true. and I will try my best to avoid going American Airlines again.
NEVER EVER fly AA
We made reservation for my brother-in-law to travel from CA to TN for his mother's passing last week. We have having her services this weekend. My Brother in-law has problems with his blood colding and went to the doctor's to get refill on his medicine and they took his vital signs and they were not good. The doctor's advise him not to travel. We are not sure that he's going to make it until the next month.All that my sister-in-law was offered was a open ticket. We are hoping that they can get a refund,, It there anyone that my sister-in-law can contact regarding this refund?
horrible experience flight delay from Miami made me .miss connection in Chicago to Rochester MN, the last for the day, ride and arrogant agents and supervisor rebooked me to Minneapolis, also DELAYED, landing next day with travelling by bus land to Rochestwrr next day. Luggage DELAYED I re 20 hrs
Food voucher refused.
with my complaint and request for ci.pensatio. ignored by over 2 weeks by Coroporate offices and custo.er service.
Airline should go for banjcrupcy or closed down since it does no one good to travel on AS, IRRRESPONSIBLE, NEGLIGENT STAFF AND CIROPRATE OFFICERS IFNORING PASSENGERS COMPLAINT AND PASSENGERS RHEY DEPEND ON ADYER ALL