Contact American Airlines Corporate

Refused to allow my teen son to board a flight in Charlotte because they felt like he took boarding pass too brusquely. They are very sensitive folks. We were racing across airport to make connecting flight after typical airline-caused delay. They were already impatient that they had to wait for 30 passengers from Cancun flight bound for Detroit, but they also didn’t want my son to hurry taking the boarding pass. They allowed a woman one of the reps had a dust up with right before we arrived, and that set stage for me and my son to be the ones they took it out on. Not first time adults had easier time targeting a teen when they don’t have courage to confront adult. They allowed the belligerent customer and her husband who taped whole thing (reps forced him to erase it or not board) to fly and we were humiliated in front of people at the gate.

My entire trip was ruined 1st no luggage my entire weekend. Having to spend an entire day at the Airport and missing a full day of work which is a training day that will possibly effect my promotion without being compensated for anything!! I’m very upset and need some type of compensation for my money my time and the added stress..

On Feb the 20 I was in Charlotte Florida going back to ,Montreal Canada and ,had a few problems with my covid 19 test and my arrivecam ,thanks to two of yours employees at the counter .i was able to take my plane .ANTWON FLORENCE 775740 AND ROBERTO M 424152 where very professionnel and useful .and gental .Thanks ,to those ,two ,guy i ,got .home safely. Pierre Geneau

Flight #2197 was scheduled for 8:15 AM, 12/18/21, after American Arriving 2.5 hours early, I’ve never seen this level of absolute chaos. The counter line was shockingly massive and moving at a snail’s pace.When it was finally my turn, 3 hours later (9:15 am), I was informed no seats were available to make it to Belize that day. Lucky I had the foresight to check backup flights while stalled in the long waiting line. I was told it would not be possible to reach Belize that day! I explained how there were absolutely seats available and requested to speak with the manager. After a long wait, the same agent returned. There were two optional flights out of Austin with seats available, but she refused to acknowledge these open seats, in both of the flights to Dallas and also availability on a later flight from Dallas to Belize.
After 20 more minutes and constantly on the phone, she explained since I hadn’t booked a hotel, I would be required to quarantine for 24 hours, if flights were even available.
I explained this was not the case according to the Belizean government’s webpage, as well as the Aggressor fleet company.
After another 15-20 minutes on the phone and running around talking with supervisors, she found this was not true and now wasted another 30 minutes of time.This uniformed agent had now foolishly misused the precious time needed to make the first of the two available flights. After another 20 minutes, now almost an hour at the ticket counter, I was issued boarding pass. Even then, the agent warned it was likely I would miss the connecting flight in Dallas. Once in Dallas, was forced to literally run 25 gates (39 to 14), with a 30 lbs backpack in only 10 minutes, not an easy task when you’re 67. They were preparing to close the gate as I arrived and barely reached my seat before take off. Check your records and please explain why dozens, if not hundreds of fliers, arriving over 2 hours early, missed their flight that morning,
The original letter was 5 times longer, but had to omit so much to submit. ad already changed the time and planes from the original flight from Austin to Dallas. Connecting to a 10:40am flight to Belize City, my final destination. Once in Belize, I was to be shuttled to the ship, Aggressor III. The boat would depart Belize City that evening for 6 days at sea for a scuba diving trip.
Arrived at the Austin airport @ 5:45 am, leaving 2.5 hours for boarding time. Unfortunately, American Airlines would not allow me to pre-check online, with no reason given. I’m guessing it was due to international travel. I called American to find out why I was unable to pre-check. It took 20 minutes on hold to be told by your customer service representative that she also found no reason for why I was blocked. This left me with no alternative but to go though the process of counter check-in with bags to receive a boarding pass.
With over 40 years of flying, I’ve never seen this level of absolute disorganization. It took several minutes to figure out exactly where the counter line started because the line was shockingly massive and moving at a snail’s pace.
After an hour and a half, a customer service rep came through the crowd and announced it would no longer be possible to make my 8:15 AM flight, since I was still 45 minutes from the counter.
Once I was close to check-in, something happened that made all those who had stood in line for the last 2.5 hours, very, very angry.
Your ticketing agents created a brand new line. This line was for those new arrivals at the back of the line, so they could be processed in front of us, allowing them time to make their later flights. This outraged and incensed the large crowd of people, like me, who desperately needed to rebook their missed flights as quickly as possible. Time was running out due to the extremely heavy holiday traffic and last minute flight changes were almost non-existent. We watched as many holiday travelers were told no flights were available and had to turn around and go home, in hopes of finding another flight in the next few days.
When it was finally my turn, 3 hours later (9:15 am), I was informed no seats were available to make it to Belize that day. The ticket agent went on to inform me that my rapid covid test would no longer be valid to fly the next day. To fly the next day would require another rapid test, which requires booking days in advance. On top of that, due to American’s horrible check-in service, I would miss the dream trip I’ve planned for over 6 months (ticket booked in July).
Lucky I had the foresight to check backup flights while stalled in the long, long waiting line. Finally allowed to talk with a ticketing agent, I was told it would not be possible to reach Belize that day! I tried to explain how there were absolutely seats available and requested to speak with the manager. After a long wait, the same agent returned. There were two optional flights out of Austin with seats available, but she refused to acknowledge these open seats, in both of the flights to Dallas and also availability on a later flight from Dallas to Belize.
After 20 minutes and constantly on the phone, she explained since I hadn’t booked a hotel, I would be required to quarantine for 24 hours, if flights were even available.
I explained this was not the case according to the Belizean government’s webpage, as well as the Aggressor fleet company.
After another 15-20 minutes on the phone and running around talking with supervisors, she found this was not true and now wasted another 30 minutes of time.
This uniformed agent had now foolishly misused the precious time needed to make the first of the two available flights. After another 20 minutes, now almost an hour at the ticket counter, I was issued boarding pass. Even then, the agent warned it was likely I would miss the connecting flight in Dallas.
The new flight #1059 was scheduled to out fly at 10:30. So I scrambled through TSA in a mad rush to discover this flight was now delayed by 80 minutes. We finally arrived in Dallas @ 1:10 PM, with the Belize connection leaving at 1:30.
Now I was forced to literally run 25 gates (39 to 14), with a 30 lbs backpack in only 10 minutes, not an easy task when you’re 67. They were preparing to close the gate as I arrived and barely reached my seat before take off.
This was the absolute worst flight experience in my life. American Airlines should be ashamed of treating your loyal customers with such indifference and uncaring action. American Airlines knows very well about the holiday traffic pattern and simply failed to put measures in place to avert this total meltdown. Check your records and please explain why dozens, if not hundreds of fliers, arriving over 2 hours before their flight that morning, failed to make their flights and most likely, we’re forced to cancel their holiday plans❓

It is impossible to get miles annoted of the program aadvantage when travelling with other one world airlines. I have shown all the proofs, tickets, receipts, nothing to do, they cannot explain me why but they don't give miles. A total fraud.

Ticket agents at RIC were without a doubt the most unprofessional and rudest people I’ve ever encountered in any place of business. They behaved in a bullying manner to nearly every person who had to make contact with them. A truly appalling scenario. I don’t understand.

I requested a refund a month ago and it's still pending review. Ticket Number 0012128776339.

I am submitting this complaint based on what I believe to be an unfair practice by this company as well as the unprofessional conduct of the customer service agent I spoke with this date (7/6/2020). I purchased a round trip tickets from New Orleans, LA to Shreveport, LA. My return date had to be changed due to medical problems (of course I had to pay for changes to my flight). On the morning of my flight I was contacted to inform me that my flight had been cancelled and I was booked on a flight the next day. I called customer service to inquire about an adjustment to the cost of my flight (mind you I have been charged a fee for changed I made to the original flight) and was told three would be no adjustment by AA despite the changes made by them. I was told I was accommodated with a flight the following day. My response was that how am I being accommodated for something I have already paid for. If I had to pay to make changes to my flight then if AA charged and booked me for a flight and they had to cancel I should receive some reduction in the amount I should have to pay (and at the same time I am trying to get to New Orleans for Emergency Medical Problems. After several more minutes of debate I realized I wasn't getting anywhere. My last response which was shaped in the form of a question was and I quote ”so you can do whatever you want a I just have to take it”. The customer service rep replied in a rude and a very unprofessional tone ”YES”. I can assure you, if this is the way AA treats their customers after my flight tomorrow I will never board an AA flight again. I will also be posting this on web (if I am still alive to do so). I will also be seeking retribution for damages. Thank you

American Airlines.
I’m a frequent flyer. I flew American two weeks out of the month.
I always use my AAdvantage Card (last 4# 0786) and my AA# 28XUC78.

For trip below- Record Locater # LYWSTU - Priority
On Wednesday March 11th my husband James Stiewing and I flew from HPN Westchester County Airport to CLT Charlotte Douglas - from CLT to Palm Beach Florida PBI. For this leg of the trip I was able to get my husband the 6” extra leg room as he’s 6’4”. A flight attendant saw that he took up all of that space as well and said, look you’re welcome to move up a seat, there is no seat in front of you, you’ll have all the leg room you need.

On March 16th we flew back using the same route in reverse. The difference was the Coronavirus had become a pandemic. There was maybe a dozen to 15 people on the flight. Everyone scattered as not to sit close to one another. My husband and I had regular seats; however, we were directly behind the seats that offered an extra six inches. I said to my husband “move up a seat. There is virtually no one sitting around us”. As he started to do that a flight attendant was passing by. I said “he’s moving up a seat, all the rows are virtually empty and he can use the extra leg room at 6’ 4”. She very indignantly said “oh no you can’t you didn’t pay for that seat”. I said, “there’s no one anywhere around us, and he needs the extra leg room”. She said “you can’t move up and walked away”.

Two minutes later another flight attendant was passing us and said “hey you looked cramped why don’t you move up one seat”? We told this fellow the female flight attendant said he couldn’t do that. She must have been the senior attendant because he said “I’m really sorry I don’t know why she would have said that, there is virtually no one on the plane…however I cannot override her decision”.

So, for two and a half hours he sat cramped. Truly I would believe American Airlines Flight Attendant would have more common courtesy than the way my husband was treated. I took photos of the area around us just so you can see we were virtually alone row after row.
I’m hopeful American Airlines will be so kind to a 71-year-old offering him an airline ticket for such rudeness by one of their own flight attendants to a senior as well as a Vietnam Veteran Medic. He served his country, hopefully American will recognize his loyalty.

Deborah O. Stiewing
AA# 28XUC78.

I had a bad experience flying with American Airlines. The customer service agent was rude, and the plane was arrived late. I'll probably use Southwest next time.

On August 22, 2019 I was traveling from Pensacola, Florida to Detroit to see my daughter and grandchildren. I arrived early for my flight and waited at the gate for them to call my group. I was literally 20 feet from the ticket counter/check-in counter when they started boarding. I was in Group 9. I continued to wait for my group to be called and kept checking the monitor. The next thing I see is the gate is closed! I walk up to the counter and ask the two ladies working the ticket counter what is going on and they said, "we called final boarding". I explained that I was standing right there, never heard last boarding call, group 9 was never posted on the monitor. The very rude lady said, "oh, well … people miss flights all the time". I could not believe it! I was literally looking at both of them waiting for my group to be called. They looked at me several times and NEVER, EVER even offered to ask if I was on that particular flight. Needless to say, I had to wait 4 hours to fly stand by, missed a whole day of seeing my daughter and grandchildren. I was absolutely amazed at the lack, or need I say, the poor lack of customer service. I use to look forward to traveling, but this was the absolute worst experience I have encountered with two agents who could have cared less. There was also another gentlemen who missed his flight as well. We were both in shock at the lack of these two agents! They could have cared less. They literally chuckled and went on about their day without a care in the world! Horrible, horrible customer service and a lack for their travelers!

My family and I was on one of the American Airlines flights returning to Milwaukee, Wisconsin from Forth Worth, Texas on 7/14/19. My Mom and Auntie are elderly individuals age, 84+years old and has major disabilities, which requires a walker/wheelchair. I have never had a bad experience on a flight such as the one I had on your American airlines. First off, we were seated in the back of the plane, which was very uncomfortable, considering we are all tall and seniors. There was no leg room, ant to walk to the back of the plane, getting on and off was unbearable. I don't know what the selection process consist of or if I should have called ahead of my part to make special accommodation, which I knew nothing about. However, the entire situation could been avoided if I was made aware of where the seats were located in the first place. Second, we were taken off of one plane and put on another, which was time consuming. They claim that there was a problem with the first plane we boarded. Third, I anticipated returning back to Milwaukee, WI at 11:08p.m. or I would have to pay additional day for my car to stay at Economy Airport Parking & Shuttle, which I had to do any way. Fourth, the knob on my mother's walker was gone during the switch from one plan to another. The plane attendants gave the walker for my mother to sit on and the knob was on it then, but when we got off in Milwaukee, WI the knob on walker was missing. I will never book a flight with American Airlines again because of the miserable time I experienced coming back to Milwaukee, WI

On July 7,2019 my husband and I were booked on a flight from Oklahoma city to Houston Texas and then to Seattle Washington. We were then told after waiting for departure that flight was delayed sand we would miss our flight to Seattle The customer service helper trying to help us kept complaining he had to use the restroom. Because of his carelessness he forgot to put my husband and I on standby and we spent hours being promised a flight home. We finally asked for a manager and he came down kept promising us flights and then later after a full wasted day at the airport he put us on a flight the next morning on United Airlines. When we arrived back at the airport the next morning ,Our flight on United was delayed for mechanical issues( which was the problem the day before on our American Airlines flight). I actually ran into the manager who helped us the night before and told him our problem again and he replied" you are not our problem now you are united airlines problem. what we haven't even stepped on a flight with united.He just walked away offering no help. My husband and I have flown for my7ears and never had such bad customer service . I finally found us a flight with Alaska Airlines later that day with no help from American Airlines. .Our flight originally was flight 2877 from OKC to DFW and then 2781 DFW to Seattle Washington on July 7,2019. Because of this my husband and I lost a days worth of work and spent money on expensive airport food we shouldn't have. Please tell me there is a way top compensate my husbands and I for this horrible customer service form all involved. Thank you, Krista and Eric Envick

On July the 3rd we were at the Louisville,Ky airport going to Orlando after arriving we were told that are flight was cancel,and told by a lady checking in folks,that there wasn't any more flights available until Thursday morning was very very unhappy about this problem,plus I already rental reservation,also resort reservation,so I went to another guy checking folks in he founded us a flight leaving 3ish the plane had a delay going Phil.this was the worse flight traveling we ever experience wouldn't recommend this airlines to anyone the customer service was terrible,didnt arrive in Philly until l after midnight,we had to set on this darn plane for about hour we were so pissed about this issue no gate open,American Airlines never again it will be known,checked in our resort after 3am on Thursday but however suppose to arrived in Orlando around 6pm on Wednesday this is a bunch of b/s my whole Wednesday was just gone this was the worse vacation we have ever been on,i will never ever recommend this air line to anyone I know.I wounldnt rate this airlines for nothing,i payed out all this money hoping for a good flight also good vacation this didn't even happen never again so disappointment.

I was traveling from the Cayman Islands to Miami on Flight 1088 on Tuesday, July 9, 2019. Because I was selected for a random search all my baggage, including the luggage that was checked in earlier was searched. This created a problem leaving me as the last passenger to board. On boarding the plane, I wanted to use the bathroom urgently due to medical reasons, and this angered the air hostess. I insisted that I must use the bathroom and nothing else was said from my end. In a loud voice, she said to the worker who brought my bag up to the plane ----all her bags must go to the top. What bothered me most was when she said---if she doesn't hurry I would put her out. I pondered to myself what I had done wrong to deserve this treatment. To top the bad customer service off, when the flight landed, she said to those passing ahead of me - have a great day. When I reached the door, she held her head down. This is my worst encounter with this airline. Never met such a rude air hostess.

Airline made us miss connecting flight(sat on runway over 20 min before we could even get to the gate) Needless to say we had to connect on much later flight which made us miss our event. Then on way back flight was to leave at 7:38 pm we did not leave until after 9:15pm So we had to run from one end to the other We are both in our late 50s to catch the connecting flight. Once at home airport MCI We watched 4 red buses go by and no blue buses. I used the phone to call well 20 minutes later a blue bus came. This has been the worse flight both to and from. My son is in the airforce I travel alot I have used other airlines I have gone to hawii and no problems. I am so upset that your airline made us miss my granddaughters recital ( her very first) I believe we should be refunded some of our money if not all.If we are not satisfied with your reply we will not be using your services any more, as well as sharing this with all family and friends. I am a food director for a college , word of mouth seems to go a long way I do not complain very much because in my line of business you know mistakes happen and when I am at fault I take care of my customers. Hoping your company has the same morals that I do. My Record Locator is SEVNRY . i HOPE i HEAR FROM SOMEONE . Thank you for your time

I HAVE ALWAYS FLOWN WITH AMERICAN, MAINLY BECAUSE OF THE DIRECT FLIGHT TO MY HOMETOWN KNOXVILLE, TN. BUT THIS TIME WAS THE TRIP FROM HELL! FIRST OF ALL I DO NOT LIKE TO FLY, BUT DO TO MY HEALTH & ALSO RECOVERING FROM BEING PARALYZED FROM NECK DOWN, I CAN NOT DRIVE LONG DISTANCE ANYMORE. NOW I HAVE FRIENDS & FAMILY WHO WORKS FOR AMERICAN & THEY OFFER ME BUDDY PASSES WHEN I WANT TO FLY, BUT I DON'T LIKE THE CHANCE OF GETTING BUMPED OFF OF A PLANE LIKE I HAVE BEFORE AND BEING STRANDED IN AN AIRPORT. SO I BUY MY OWN TICKET & PAY EXTRA FOR DIRECT FLIGHTS & AISLE SEAT TO GIVE ME MORE ROOM BEING A VERY LARGE MAN & TO BE ABLE TO GET THERE & BACK WHEN I AM SUPPOSED TO BE & I ALSO ORDER WHEELCHAIR SERVICES TO ASSIST WITH MY DISABILITIES! NOW MY TRIP THURSDAY JUNE 20, 2019 STARTED ALL WRONG FROM THE START TO THE FINISHING TIME! I WAS TOLD THAT I WOULD HAVE WHEELCHAIR SERVICES WAITING FOR ME LIKE ALWAYS & I ARRIVED AT THE AIRPORT & THERE WAS NOT ANY CURBSIDE ASSISTANCE LIKE ALL THE OTHER TIMES I HAVE FLEW WITH AA. THEN I HAD TO GO THE ARRIVAL PART & GET DROPPED OFF & MAKE IT INSIDE MYSELF & THEN I WENT TO THE AA COUNTER & I SAID THAT I AM SUPPOSED TO HAVE WHEELCHAIR SERVICES WAITING ON ME & I NEED HELP CHECKING IN. THEN THE LADY AT THE COUNTER TOLD ME THAT I NEEDED TO GO TO THE SELF MACHINE & CHECK IN & THERE WASN'T EVEN A PERSON AT THE COUNTER. SO I TRIED TO & I WAS IN SO MUCH PAIN FROM WALKING & STANDING PUSHING MY SUITCASE & SWEAT WAS JUST POURING DOWN MY FACE AS I WAS TRYING TO FIGURE OUT HOW TO CHECK IN ON THE SELF CHECK IN MACHINE & THEN A GENTLEMAN FROM BEHIND THE COUNTER SEEN ME HAVING PROBLEMS & OFFERED TO HELP ME. THE LADY SEEMED LIKE SHE DIDN'T CARE, BUT SHE DID CALL FOR THE WHEELCHAIR SERVICE & THE MAN CHECKED ME IN & TOLD ME TO SIT DOWN OVER IN THE CHAIRS & THE WHEELCHAIR WOULD COME. NOW I SEEN OTHER PEOPLE COME AFTER ME & THEN CAME OVER IN THE CHAIRS BY ME & A WHEELCHAIR PICKED THEM UP BEFORE ME & I SAT THERE FOR ABOUT AN HOUR BEFORE THEY CAME TO PICK ME UP & BY THE TIME I GOT TO MY FLIGHT I WAS ABOUT THE LAST ONE GETTING ON THE PLANE. THEN ARRIVING IN KNOXVILLE THE SERVICES WAS EXCELLENT, UNTIL IT WAS TIME FOR ME TO COME BACK HOME TO DALLAS! THEN I GOT AN TEXT THAT MY FLIGHT WAS CANCELLED MONDAY JUNE 24, 6:20 AM DUE TO THE WEATHER & THEY WERE WORKING ON RESCHEDULING ME TO ANOTHER FLIGHT. SO I CALLED IN & TALKED TO AN AGENT & THEY WERE OFFERING ME A FLIGHT THE NEXT MORNING & THAT WOULD HAVE TO PAY SOME MORE MONEY TO GET ON ANOTHER FLIGHT THAT DAY & I TOLD THEM THAT I NEEDED TO BE BACK THAT DAY & I WASN'T GOING TO PAY AA ANY MORE MONEY BECAUSE I DIDN'T CANCELL MY FLIGHT, THAT AA CANCELLED MY FLIGHT. THEN THEY BOOKED ME ON FLIGHT AT 8:01 PM. THEN RIGHT BEFORE I WAS LEAVING TO GO TO THE AIRPORT I GET ANOTHER TEXT TELLING ME THAT MY FLIGHT WAS DELAYED UNTIL 10:15 PM DUE TO THE WEATHER. THEN RIGHT BEFORE LEAVING AGAIN I GET ANOTHER TEXT TELLING ME MY FLIGHT WAS CANCELLED AGAIN DUE TO THE WEATHER & THEY WERE REBOOKING AGAIN. SO I CALLED IN AGAIN & TALKED TO AN AGENT & THEN THEY ARE TELLING THAT WEATHER IS BAD IN DALLAS & THERE IN KNOXVILLE & I COULDN'T GET ANOTHER FLIGHT UNTIL LATER THAT EVENING. SO I WAS BOOKED ON THE 6:05 PM FLIGHT & THEN I GET ANOTHER TEXT SAYING IT WAS CANCELLED TO & THEY WERE BOOKING ME TO A FLIGHT TO WASHINGTON & THEN GET A FLIGHT TO DALLAS. SO I CALLED IN TO AN AGENT & SPOKE WITH A SUPERVISOR TOO. I TOLD THEM THAT I PAID FOR A DIRECT FLIGHT & I WAS NOT GOING TO DO A TRANFER FLIGHT AND BE STRANDED SOMEWHERE ELSE & IS THIS HOW AA IS GOING TO TREAT THEIR HANDICAP CLIENTS & THE SUPERVISOR SAID OH, I DIDN'T KNOW THAT YOU WERE HANDICAP, SO I AM LIKE THEN WHY DO I HAVE WHEELCHAIR SERVICES THEN? THEY SAID THAT NO DIRECT FLIGHTS WHERE ABLE TO GET ME TO DALLAS, THAT I NEEDED TO FLY TO WASHINGTON, CHICAGO OR CHARLOTTE, OR I COULD DRIVE TO TRI-CITY, ASHVILLE OR CHATTANOOGA & CATCH A FLIGHT FROM THERE IF I WANTED TO GET BACK HOME. SO ONCE AGAIN I STATED THE I WASN'T INTERESTED IN DOING A TRANFER FLIGHT & EXPLAIN TO ME HOW YOU CAN FLY ME SOMEWHERE ELSE BUT NOT TO DALLAS & HOW OTHER CITY CAN GET INTO DALLAS IF THE WEATHER IS BAD IN KNOXVILLE & DALLAS.! THEN I GET ON LINE & SEE THAT ALL THE FLIGHTS THAT I WAS TOLD WAS CANCELLED, ALL BUT ONE HAD ARRIVED OR WERE LEAVING ON TIME. THEN THE LAST FLIGHT THAT I WAS TOLD WAS CANCELLED, IT WAS SHOWING ONE SEAT AVAILABLE & IN THE MAIN CABIN SO I BOOKED MY BROTHER IN THAT SEAT & THEN CANCELLED IT. SO HOW COULD A FLIGHT BE CANCELLED & YOU ARE STILL SELLING TICKETS FOR IT? SO THEN I GO ON LINE & FILE A COMPLAINT ABOUT THIS & TELL AA ON HOW I WANT TO BE COMPENSATED FOR BEING LIED TO ABOUT ALL THESE FLIGHTS BEING CANCELLED FROM THE WEATHER & THEY WERE STILL GOING & FOR MAKING ME MISS DAYS OFF WORK & PUTTING MY JOB IN JEOPARDY & ALL THE MONEY THAT I WAS HAVING TO SPEND ON LIVING & LODGING DUE TO LIES! FIRST OF ALL I AM ASKING IS THIS HOW THE HANDICAPS ALONE OR ANYONE ELSE IS GOING TO BE TREATED BY AA? I HAVE MANY HEALTH ISSUES FROM HIGH BLOOD PRESSURE, OXYGEN USE, SLEEP APNEA & MORE & STILL RECOVERING FROM BEING PARALYZED FROM NECK DOWN & I STILL HAVE A FRACTURE IN MY BACK & OTHER RUPTURED DISCS IN MY NECK, A PARTIAL TEAR IN MY ACHILLES TENDON & HAVE HAD THREE ANKLES, BACK, NECK , BOTH SHOULDERS & HAND SURGERIES & I WOULDN'T THINK THAT A COMPANY WOULD WANT TO CAUSE ME ANY MORE PROBLEMS FROM WHERE I PAID EXTRA MONEY TO GET CERTAIN SERVICES & THEN TREATED LIKE I WAS NOTHING BUT DIRT ON THE GROUND! AFTER I SENT THE FIRST COMPLAINT IN, IT WAS NOT 30 MINUTES LATER BEFORE I GET A CALL TELLING ME THAT MY ORIGINAL FLIGHT I WAS BOOKED ON WAS BACK ON AGAIN AT 6:05 PM TUESDAY JUNE 25, & AA COULD GET ME BACK ON THAT FLIGHT. I STATED THAT MY ORIGINAL FLIGHT WAS MONDAY 6:20 AM & I DON'T ENOUGH TIME TO PACK & FIND SOMEONE TO GET ME TO THE AIRPORT WITH IN THE TIME THAT I AM SUPPOSED TO BE THERE & THAT I DON'T HAVE A CHOICE BUT TO STAY ON THE 6:20 AM WEDNESDAY FLIGHT THAT I AM ALREADY BOOKED ON, & THEN LATER I GET ANOTHER TEXT SAYING THAT THIS FLIGHT HAS BEEN POSTPONED TO 7:00 AM & I AM SAY HERE WE GO AGAIN & FEELING LIKE I AM NEVER GOING TO BE ABLE TO GET BACK HOME! SO NOW WE FINALLY LEAVE & I AM HAPPY & THEN WE LAND IN DALLAS & I AM WAITING FOR MY WHEELCHAIR SERVICE AGAIN & THEN I AM THE LAST ONE ON THE PLANE WAITING & WHEN IT FINALLY COMES, THE YOUNG LADY TAKES ME TO THE TOP WHERE PEOPLE ARE LINING UP TO BOARD THE PLANE I GOT OFF OF & LEFT ME SITTING THERE & SAID THAT SHE HAD CALLED FOR A MOTOR CART TO PICK ME UP & TAKE ME TO GET MY BAG & NUMERAL HANDICAPS CARTS PASSED ME SEEING ME SITTING OUT IN A WHEELCHAIR & NEVER EVER STOPPING & FINALLY THE LADY THAT IS STANDING AT THE BOARDING ENTRANCE COME & ASK ME IF I AM WAITING TO GET ON THAT FLIGHT & I SAID THAT I JUST GOT OFF THAT FLIGHT & SUPPOSEDLY WAS WAITING FOR A MOTOR HANDICAP CART COME TAKE ME TO GET MY CHECKED IN BAG & OUTSIDE TO GET MY RIDE. THEN SHE CALLED SOMEONE AND A LADY CAME & PUSHED ME TO GET MY BAG & ONCE AGAIN I AM THE VERY LAST PERSON THAT HAD BAGS AT THE BAGGAGE CLAIM & THEN SHE ROLLED ME OUT TO GET MY RIDE. SO NOW IT HAS BEEN TWO DAYS & I HAVE NOT HEARD FROM AA ABOUT MY COMPLAINT THE FIRST TIME BESIDES SENDING AN EMAIL SAYING THAT AA HAS RECEIVED MY COMPLAINT, SO I AM SENDING ANOTHER COMPLAINT & ASKING TO BE COMPENSATED FOR MY HORRIBLE EXPERNCE THAT AA HAS CAUSED ME & ASKING HOW MUCH MORE AM I GOING TO HAVE TO ENDURE FOR SOMETHING THAT WAS SUPPOSED TO BE A GREAT TIME FOR ME THAT I PAID FOR WITH MY VERY HARD EARNED MONEY? I DESERVED TO BE HEARD, COMPENSATED & I SHOULD RECEIVE AN APOLOGY IN A TIMELY MANNER!

I was in route to Napa Valley to attend my grandson's graduation, attend a jazz concert, and enjoy wine tasting in Napa Valley. Me and my three employees arrived in Dallas on time. The next flight to Oakland, flight 890, was to have left in 1 hour, 42 min. afterwards, I received 7 emails with flight changes, gate changes and plane changes. As a result, about a 5 hour delay. My medicine was in my luggage that I checked in, so I was not able to take it. We spent 278.00 dollars in the airport buying food and drinks, as a result of the delays. We didn't attend graduation nor concert, only the Wine Train in Napa Valley. Coming back to Houston, we were delayed 45 minutes, due to bathroom not being cleaned.
I am asking t o be reimbursed 331.00 x 4 , plus 278.00 spent due to delay. I am also writing Mr. Doug Parker to try and get me some sort of satisfaction for traveling America. Thanks for listening !!

DATE: June 4, 2019

TO: American Airline Corporation
ATTENTION: William Douglas "Doug" Parker, Chief Executive Officer and American Airlines Board of Directors

FROM: Shirley Russell-Carter American Airlines Passenger Record Locator: RSCNJA

REGARDING: 1) Major Complaint with Possible Legal Actions Against Corporation for Disparate and Inhumane Treatment of the Disabled
2) Extremely Poor Customer Services Received by First Class Customers of Color

Record locator: RSCNJA
Trip name: LAX/MIA
Trip Date: Monday, June 3, 2019
Status: Ticketed
Depart Miami, FL to Los Angeles, CA

Dear Mr. William Douglas "Doug" Parker, Chief Executive Officer and American Airlines Board of Directors:

Yesterday my husband and I finally made it home to LAX from Miami. As such, I am issuing a formal letter of complaint to American Airlines regarding our American Airlines experience out of Miami, FL. Yesterday, my husband and I received the worst customer services I have ever experienced. To date, I have posted several electronic reviews regarding what took place. I will also be sending a copy of my complaint letter to all American Airlines competitors for their review and files. I will be filing a complaint with the U.S. Justice Department's Disability Rights Section, the American Civil Liberties Union and the Federal Aviation Administration. In addition, to make matters worse, my spouse and I flew first class and he is disabled. Please note the following information provided below.

Upon arriving at the Miami FL Airport approximately 1:00 p.m. for a 7:35 p.m. flight, we were assisted at curbside with our baggage and 2 pieces of disability assistive equipment need for my husband to walk. There we received a wheelchair and was taken through all baggage and security check points without incident. We were then advised, as I had researched the availability of the Admirals Club for first class passengers and possible day passes for $59.00 per individual. The airport disability attendant checked with an American Airlines manager to see if we were eligible. She then began to take us on an arduous trip through the airport to the Admirals Club.

When we reached the Admirals Club and asked for entrance, we were not only denied entrance but the rude treatment we received was unlike anything my husband and I ever received. As a U.S. Airforce Veteran and someone who has traveled the world, we were in complete shock at the abusive, rude, impertinent, and contumelious treatment we received from the woman manning the front podium at the Admirals Club. She was dismissive, never allowed us to enquire about the day passes and shewed us away from the front of the club. At that point, the wheelchair attendant and I asked for time to gather ourselves to the side of the doorway. We were told we could not sit down on the outside entrance of the club and then to my dismay, THE EMPLOYEE SHEWED US AWAY AS SOMEONE WOULD DO A STRAY CAT AND ADDED THE VOCAL SOUNDS USED TO SWISH AWAY AN UNWANTED BIRD!!!!!!!

At 60 years of age, I have never been treated with such rudeness and contempt. The poor wheelchair attendant was in dismay, my husband in the wheelchair was in dismay and I was furious!!!! We left the club site and was taken to the gate and dropped off at gate D40 as if we had committed a crime. I was on the phone with several American Airlines representatives and transferred several times.

Then as if all this was not bad enough, we then realized we were left without a wheelchair and my husband who has not walked more than 4 steps in 3 years due to crushed bones in his foot from a work accident had no way to get to the bathroom. We tried waving down wheelchair attendants but to no avail. Then my husband got up from his wheelchair in a foot brace and walked to the bathroom because he could not get help. At that point, I was on the line with American Advantage and began to cry because he was being treated without any respect of care for his condition. My husband is 55 years old, an Airforce Veteran and disabled.
Finally, I was able to flag down a wheelchair attendant to bring him from the bathroom. The Advantage representative stayed WITH ME ON THE PHONE WITH ME WHILE THIS WHOLE THING WAS GOING ON. She then go me to the other Admirals Club whose manager “authorized” 2 day passes (that we had to pay $120.00 for) to enter the lounge. I asked to speak with her personally regarding what had happened. She paid attention to my explanation (but not really) and said she would check into it. IT WAS AWEFULL.

When we boarded our flight as first-class customers, we experienced a great degree of turbulence. So much, my husband and I were unable to eat our food. As passengers, we were never greeted by the plane’s captain nor apprised of our situation regarding the turbulence or what to expect. At some point, a stewardess took to the microphone and said there were no emergencies, but just a few chopping and bumps. This turbulence was more than just chopping and bumps.

Finally, our first-class cabin was never really cleaned. Upon arriving and the lights coming on, it looked like we had taken a ride on a city bus. There was trash all over in first class and the rest of the plane. Again, it was awful.

The appropriate remedy to this situation would be to refund my husband and I all our money we paid to American Airlines for what we thought would be a great trip. I am ashamed of you American Airlines. As a child I traveled American Airlines frequently with my parents. It was the “go-to” airlines then. I travel with American through my employment all over and have never experienced such disappointment.

As stated in the beginning of my letter, I will be sending a copy of my complaint letter to all American Airlines competitors for their review and files. I will be filing a complaint with the U.S. Justice Department's Disability Rights Section, the American Civil Liberties Union and the Federal Aviation Administration.

You HAVE my information via the information I have provided as my record indicator number. American Airlines, I am ashamed of you and if necessary, I will never fly with you again.

Sincerely,

Shirley Dianne Russell-Carter
American Airlines Passenger Record Locator: RSCNJA

Flight Depart Arrive Travel time Aircraft Class Seats
2289 American Airlines Wi-Fi on-board 7:35 PM
MIA 10:19 PM
LAX 5h 44m 738 First 4E

4F
Arrived at gate Actual
7:43 PM
Terminal: N
Gate: D40 Actual
10:04 PM
Terminal: 4
Gate: 45
Baggage: T5-6
Cost summary
Your total
$3,802.58
Includes all taxes and carrier-imposed fees
Passenger (2)
$3,345.12
Taxes
$308.08
Carrier-imposed fees
$0.00
Subtotal
$3,653.20
Mileage Multiplier
$149.38
Total (all passengers)
$3,802.58

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Record locator: RSCNJA
Trip name: LAX/MIA
Issued: Tuesday, April 9, 2019
Status: Ticketed
Depart Miami, FL to Los Angeles, CA
Monday, June 3, 2019
Flight Depart Arrive Travel time Aircraft Class Seats
2289 American Airlines Wi-Fi on-board 7:35 PM
MIA 10:19 PM
LAX 5h 44m 738 First • 4E

• 4F
Arrived at gate Actual
7:43 PM
Terminal: N
Gate: D40 Actual
10:04 PM
Terminal: 4
Gate: 45
Baggage: T5-6
Cost summary
Your total
$3,802.58
Includes all taxes and carrier-imposed fees
Passenger (2)
$3,345.12
Taxes
$308.08
Carrier-imposed fees
$0.00
Subtotal
$3,653.20
Mileage Multiplier
$149.38
Total (all passengers)
$3,802.58
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Shirley Russell Carter
0EY12Y8 (AAdvantage)
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Paris Carter
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Special assistance requested
• Can walk - need a wheelchair to / from the gate and to plane door

American Airlines
Attn: Customer Service, Complaint Department
support@aa.com

Flight: DSM to DFW -- DFW to SNA 5/18/2019

RE: Refund Request and Voucher
Customer: Preshia Paulding
Roundtrip ticket May 18, 2019 at 6:04am to DFW/to SNA; and
Return ticket May 22, 2019 from SNA to DFW/to DSM

Dear American Airlines;

I am requesting a full refund of the $532 ticket price and a voucher good for a roundtrip ticket within the United States. From 2:30am May 18, 2019 on I experienced one of the worse experiences with an airline. I will try to outline the events:

Des Moines Departure: Received a call from American Airlines at 2:30am Saturday, May 18, 2019 stating that my flight that morning was canceled, supposedly due to rain. I was reassigned to a different flight scheduled to leave Des Moines, Iowa, at 12:57pm, and I received an email message with that information. Flight continued to be delayed several times. Then my connecting flight was also changed. This is how it all started.

My flight finally took off from Des Moines around 4pm CST. Then there was the late arrival to Dallas/Fort Worth. I experienced hours of waiting for another flight. After several changes, two cancelations, and delays (supposedly due to rain and then lack of a captain and attendants at some point), the flight was canceled around 11pm. An email was sent to me stating my new flight reservation was now rescheduled for Monday evening to SNA, which was a full 48 hours away. At that point I felt completely stranded. And if I did spend 48 hours in an airport, I would ultimately only get to have 24 hours with my family before my return flight home. I had no money, and my son was expecting to pick me up at some point, which delayed his plans with his family. Because of this two-day delay, I spoke with an American Airline employee who looked up a flight back to Des Moines for me, but then within a few minutes located a ticket to Palm Springs, 90 minutes from SNA. My son agreed to drive the distance to get me, so I requested that reservation which was scheduled for departure at 9AM Sunday, May 19, and a ticket was printed (and I have a photo copy of it). The next morning I was denied boarding my flight to Palm Springs, even with a ticket, and I was told to wait in a customer service line for an explanation -- customer service being quite a distance from the gate and with a huge line of people. I eventually spoke to an American Airline customer service rep over the phone who informed me that the flight to Des Moines for the same day did NOT get canceled, so when I did not show up for that flight (which I was never going to be on), the system canceled/erased my early morning Palm Springs reservation. This was NOT a weather related incident. The employee failed to cancel the early return to Des Moines and I was denied boarding to Palm Springs Sunday morning, May 19, 2019, even though I had a printed ticket. I spent a full 24 hours alone at a airport, and at 59 years old, was being forced to sleep on a bench like a homeless person, almost 8000 steps registered on my phone app, disrupting the progress made in my physical therapy and causing me to barely be able to sit or stand for what turned out to be two days with my family, most of which I was unable to enjoy. I spoke to a representative at the board gate and was told by her "I don't know why you're not in the system for this flight -- I'm not arguing with you." It took waiting in line at American Airline customer service line and calling American Airlines customer service supervisor to discover that the employee who issued my ticket to Palm Springs failed to cancel the early trip back to Des Moines.

Please know I understand weather related flight delays. However, as someone who helped the military for 7 years, I know that there is always a contingency plan in place when things don't go as planned. What is/was American Airlines' contingency plan for weather related or other occurrences? Hundreds of people who trusted American Airlines to get them from point A to point B can't get back the lost time and are sorely disappointed and angry, me included. You may argue that the inability to first find a captain and continually being promised that we will be "on our way" shortly and then not having flight attendants due to a "timing out" was still weather related, but where was your contingency plan? Shouldn't there always be someone to cover? An airline is a business that flies in the weather; delays are no surprise. So there should have been a contingency plan in place to provide a flight with the needed personnel. I heard a young lady lament she missed her own mother's funeral and another couple missed their connection to their cruise. I was not only sad for myself, but sad for them. By then flights were going out, but our flight could not because of union regulations and timing out, a phrasing I had not heard before. Still that does not excuse the employee who neglected to cancel a hold on a trip back to Des Moines thus causing my flight to Palm Springs to be canceled. By the time I got to SNA, I was physically and emotionally exhausted, had already missed out on my family's trip to San Diego, and could barely walk. The financial sacrifice my son made to pay full price for a ticket so I could join his family on his previously paid vacation was basically for nothing.

Because of the overall treatment, discomfort, employee error, loss of vacation, I am requesting a full refund and voucher for a future flight which I trust to be improved. I have always trusted American Airlines, and I hope to again.

Sincerely,
Preshia Paulding
preshia@msn.com
515-770-7664
Initial flight from Des Moines, Iowa, May 18, 2019
Schedule return flight to Des Moines, Iowa May 22, 2019

Attn: AA Complaint online Department
AND OR /CEO Mr. Doug Parker
On behalf of 4 individuals that I purchased tickets for by way of American Express for Business trip from PHL to PHX on 5/20/19 r/t thru. to 5/23/2019 Flight 1970 Confirmation HXXCFT upon returning the travelers were quite displeased in the order in which they boarded /not to mention that the flight was over booked/ leaving the four of them to be the very last in being seated..... (Senior) very uncomfortable due to not allowing the call for choosing 24 hr. online window notification for choice of ones selecting-that surely would have given at least one elder if not all four a better chance of being seated more so not totally last, for tickets were purchased on 5/3/2019, in well enough time. It is my hope that we can be somewhat re-funded and or compensated for this ordeal- might I add that this has never been a problem for my many bookings that I've reserved throughout using AA

I thank you kindly-

Debbie Edney

City of Philadelphia, Commerce Department
One Parkway Building
1515 Arch Street, 12th Floor
215 683-2041
Philadelphia, PA 19102 -2nd attempt in emailing-

Reference, Record Locator # JOQGOQ, flight # 1433 on Sunday, May 12th. I was a passenger on this flight and choose a window seat. A man who had reserved the middle seat next to me was extremely overweight an LARGE. He could not set down until both armrest were in the up position. The flight attendant brought him a seat belt extension, which he had to use to buckle. Without doubt, the most uncomfortable 2+ hours I ever spent in an airplane. I researched AA's policy concerning this condition and it states that anyone needing a belt extension must buy an extra seat. Why was he not forced to do so? I have attached a photo the person after we exited the plane. He is the very large man centered in the photo with a bag suspended from his right shoulder and wearing a back pack. I anxiously await your response to this complaint.
Roger Johnson

Travelled on Monday, May 20th flight AA2664 from PHX to YVR. Found out the flight had been delayed from 4:55 to 6:15 pm.
Got to the airport and waited to board. At 6:00 pm the board changed showing flight delayed until 8:00 pm. The attendant came on to
tell us that they had no crew to fly the plane, so they would have to wait until they arrived at 7:00 pm. At 7:30 pm we were boarded onto
the plane. The Captain came on to say he had just flown in from Chicago and was asked to take the plane to Vancouver, and that they
had to wait for Flight Attendants because the ones on board couldn't accompany us to Vancouver. He apologized and said that he didn't
know what was going on like us, and was frustrated with the situation. The attendants boarded at 9:15 and then we left fro Vancouver.
This lack of communication from the Airlines is very unprofessional and not what I expect from a major Airline company. I will not be traveling
with American Airlines in the future, nor recommend this airline to my family or friends. It seems that it is all about money and not about your
customers. Unbelievable treatment!!

May 15 - MCO to DCA and Portland, Maine to DCA - On way to destination friend got a call from Michael - AA demanding that she return to airport because she had the wrong luggage. Traffic was such we could not turn around - she received no less than three more threatening calls from Michael that she must return by 6PM or a federal warrant would be issued. Friend is visibly upset, so I got on the line to tell Michael that we had not way back but could find a ride the following day. I was put on hold, a female marine tells me a warrant is coming if we did not get back to a/port by 7PM. She then hung up. Trying to get back to Michael, the number was no longer in use (code??). I asked that a AA shuttle come to where we were (FT Belvoir) - NO this is friends fault. Not sure how this was determined, as person took here luggage from the overhead. I would say this was a MISTAKE. I also suggested that we share the fare of UBER - AA was not going to pay for anything - so we made the trip back to AA. It seems that the luggage we had belonged to a AA employee - HE/SHE should of know better, right???? After talking to a retired FBI we were advised to log a complaint with Fairfax Police for harassment - to my knowledge airports do not have Marines in place, .and of course all airlines have a shuttle service. Passenger from the Maine - DCA name is: Cynthia DiBiase.

I have also mailed this complaint.

Concetta Montanese

Two individual one name Kenzie, both reservationist were very rude when we approached the counter, waiting to be process for boarding passes. they both were rude to me and my son, waiting to be processed through, Kenzie didn't even acknowledge us, made us wait a few minutes and keep typing on the computer . Here I am a Elderly with a cane, needing a wheel chair making me wait to be seated, Kenzie just said you can wait over there and someone will come when it's time to board. My Flight was 5519 leaving at 6:30 pm American eagle leaving Fayetteville NC. Please forward this to your CEO, with a complaint for some of the people who work for you. Thank you sincerely, Valerie J Gonzalez 527 Merritt St. San Antonio, Texas 78227

I suckered in to your promotion to sign up for an advantage mileage card when I was flying a while ago. The promise was 40,000 free miles, priority boarding and my first bag free to check in. So I signed up and also added my partner. I bought a lot of tickets after that and have charged substantial charges to accumulate flying miles. We have yet to receive those promised miles!!!!!!!!!!!!

We recently flew to West Palm Beach Florida and we treated like a piece of garbage with this supposedly prestigious card. We had a layover in Charlotte for over 17 hours. My partner has a bone disease and the coldness of the airport was becoming very uncomfortable for her. No one at any desk would give her a blanket. All the stores were closed by then at the airport and all the motels were booked from a golf tournament according to your announcements. I could not leave and get a taxi to go to a mall or some other store because security was closing at the airport and I would not be allowed to get back in to the terminal.

As though that wasn't bad enough! We were assigned boarding group 9 on all the flights!!!!!!!!!! You charged us each $30 for our bags which came to a total of $120. I bought a seat when I boarded in Phoenix and you charged me just shy of $10. Then my ticket printed out no seat assignment was available and I got a seat when I boarded.
What a crock this card has turned out to be!!!!!!!!!!

On my Dallas to Phoenix flight home I was assigned a middle seat which had a broken tray. Only the left side was attached. It continued to fall down on me the entire flight and the stewardess would not give me another seat. Needless to say I never had a tray to finish up my business reports and I could not set down a cup of coffee or order a drink!!!!!!!

I cannot access my online account for some reason to see the charges on my statement. You have my credit limit set very low for my needs so I have to play a game of making early payments online while I am traveling so I don't go over my limit and get rejected. The problem with that is I cannot see my statements to determine which account should pay which amount on my statement and this has caused a terrible bookkeeping inconvenience for me.

I was walked round and round on the telephone with a robot trying to speak to an agent. When I finally spoke to someone they told me I had to contact American airlines online and did not give me a telephone number to talk to a human being.

We are not impressed!!!!!!!!!!!!!!! Please cash in all the miles we have accumulated and apply them toward the balance on our credit cards. I will then pay my bill off and try something else.

We are extremely upset!!!!!!!!!!!!!!!!!!!

Charlene Zack
(928) 203-0371

I am an 85 year old diabetic handicapped passemger/ First leaving Dayton for Chattanooga I was charged $30 for my luggage and wheelchair was free.. Leaving Chattanooga for Dayton I was charged $30 for luggage and $40 for my wheelchair. Tried to complain to clerk who ignore me. I understood wheelchairs were free.

Secondly from Washington to Dayton on my return flight I was delayed and sat in a lower level for five to six hours (in a wheel chair. I asked a AA employee if I could have a glass of water and she said no - I sked why and she said I could choke on it ad they would be responsible. I later asked a supervisor for water and she didn't know , but eventually brought me a paper cup half full of water. It was a very uncomfortable layover.

I was treated badly when asked over and over about how long before are flight would take off and was told to look at my phone if I wanted information about my flight which was delayed for 8 hr I fight you all a lot and I would like to hear form someone soon my phone number is 1404-304-7942 eastern stand time and you can reach me 24 hr 7 days a week or email me at amccall2call@gmail.com it cost me extra meals and made me miss other arrangement's I had

Thank you.

My flight AA1886 left Charlotte late which caused a delay in my arrival to Philadelphia. I landed at 3:30 and my connecting flight AA 4872 to Erie was scheduled to leave at 3:44. I asked flight attendant on plane for helping catching that flight and was told nothing they could do. I arrived at the gate at 3:40, plane still at terminal but attendant would not let me board. The flight actually did not take off until ~30 min later. I was trying to get to my 83 yr old father who had a major cardiac event and his prognosis poor. Attendant (M. Dunsmore) told me too bad they already rescheduled me for a flight that left 6 hrs later!! I had to pay extra for my seats but when reschedule was told they could not honor what I paid previously and would assign me whatever seat they had. I am requesting a refund for my ticket. I have never had attendants care less and be less helpful than on this trip. The flight I needed didn’t depart until 4:15 and there was plenty of time to allow me aboard.

Record Locator: GOFVYQ
Passengers: Jim Bauman, Martha Bauman, Mackenzie Bauman

I am writing on behalf of myself and my family to explain our upsetting experience with American Airlines on Saturday April 27, 2019. We arrived at Phoenix Sky Harbor at 6:45 AM for our 8:40 AM flight (#590). We were flying home to New York with a connecting flight in St. Louis. We were directed to get on-line to check our bags. The chaos at Sky Harbor was extreme! The line just to check bags was lengthy and snaking around. After about half an hour on-line we began to seek assistance. We stopped 3 different employees to explain the dilemma we were having; despite assurances they would send a Supervisor over, the DID NOT. Although there were employees directing people, NO ONE would help us as we waited in the baggage check line for an hour and a half! By the time we reached the kiosk where we were told to input our names (even though we already had our printed boarding passes in our hands) the computer screen told us we would not be allowed to check our bags on the plane because they were already boarding. The responses we got from the employees we begged for help were:
"you just have to wait in-line to check your bag"
"I don't even know what's going on"
"It all went to Crap here at Sky Harbor at 3AM"
There was an agent at the desk we finally reached who was keeping a list of all the people who missed flights because of the situation. At least 5 families around us were having the same problem. There were 2 men nearby who were actually concerned they would not make their 10 am flight because of the massive delay. I'd like to emphasize these delays were NOT caused by TSA. This delay took place in the American Airlines baggage check area before we even got to the TSA check. (That check, by the way, only took 15 minutes to get through). The lack of help/assistance was shocking and very upsetting. We were told there was no chance we could board our ticketed flight.
We were directed to go to the Customer Assistance Counter where we stood on-line for another 30 minutes. We spoke to Diane (employee # on badge: 393248). She efforted getting us back to New York (La Guardia) for some time. Her ultimate resolution for us was flight #974 in to Chicago to make a connection there to La Guardia. To make matters worse, this flight was delayed close to 2 hours, and when it did start to board, we found out we were considered stand-by, creating more uncertainty as to whether we would make this flight. When we finally arrived in Chicago O'Hare it was approximately 4:00 and we ran to the gate because we were told by Diane that there was a 4:30 plane (flight #30) to La Guardia. We were among 43 other people on Stand-by for this flight. As you might imagine, we were told there was no chance we would get this flight out, but believe it or not, our luggage was on that plane to New York! Coincidentally Chicago was being impacted by a freak, late April snow storm which was forcing, what we found out later to be over 700 flights in and out of O'Hare to be cancelled. Going back to our initial dilemma in Phoenix; By no fault of our own we missed our first flight to St. Louis, ,and American now had sent us to Chicago to be on stand-by in an airport that was virtually shut down. We were obviously sent to Chicago just to get us "closer to New York" without regard to the weather conditions or what would happen after we arrived.
We waited for hours at the gate, all while speaking to multiple people at Customer Assistance and by phone to the American Airlines Help Line, but the end result was the same...we could not be changed from Stand-by to guaranteed seats back to New York. Our wonderful trip was tarnished at the end by the stressful, upsetting situation created by the lack of concern and sense of urgency by the American Airlines staff at the terminal in Phoenix. We finally made it on the last flight bound for New York that miraculously took off in the storm. We were elated to be on board but questioned even being able to take off when we couldn't get on the runway before they had to de-ice the plane!

(As a side note: we received 3 e-mails on Sunday 4/28 telling us to check-in for our flight on Monday 4/29 from Chicago O'Hare to Dayton, Ohio!! We had no prior knowledge that we were booked on this flight. And comically our final destination according to the message was Ohio, NOT NEW YORK. That's just absurd! Did American Airlines even know we flew to New York late Saturday??)

Please explain what went wrong in Phoenix on Saturday morning 4/27/19 and why we were changed from ticketed passengers to stand-by. We feel these are the main reasons why we had to spend a total of over 17 stressful hours in travel, which is unacceptable as it was no fault of our own. Our traumatic experience should have been handled better and with more concern for customer satisfaction.

How can American Airlines explain and compensate us for our very unacceptable experience?

Thank you for your prompt response.

We can be contacted by phone at: 516-334-3748
or by email at: marthabauman@hotmail.com

Martha and Jim Bauman

On Tue. April 9, my wife and I boarded an American Airtline flight iat the CAnton /Akron Airport bound for CHarlotte,NC. AS we neared our destination , we informed by the pilot that NO planes were being allowed to land because of a severe lightning storm, After circling for a period of time we landed,Immediately baggage handling crews began off-loading ALL passengers" luggage in a downpour. Needless tio say, that when we finally arrived at our daughters' home , we found that all our luggage was soaked, both inside and out.
Such careless handling of our possessions is inexcusable and reflect badly on the thoughtfulness of a major corporation.
No apology or explanation was forthcoming. THis failure speaks volumes about the professiional of you organization.
Something action needs to be taken,
Our daughters recently relocated to the CHarlotte area from Denver, so we will be visiting them often. Depending upon the action of American Airlines , it remains to be seen whether we will avail ourselves of yiour services again!!!

On Easter Sunday I was in the Orlando Airport checking in to my flight back to Dallas-Ft Worth Airport Flight #2489.
I had just got back from a 7 day Cruise and we were returning home. When we arrived to check-in at B3 at about 9:20 am on 04/21/2019 at the Orland Airport we went to check in and was at a Kiosk to check in. An American Airlines employee walked up to us and started barking orders to us VERY RUDELY that we had luggage and was at the wrong Kiosk, when needed to go to the other one because we had luggage. She was very RUDE. We moved to the correct one and that just bothered me because Customer Service is no longer around, even at the Number One Airlines. I went over to ask her name and she covered her badge so I could not see her name and asked why. I explained how RUDE she was. She was a middle aged black lady with a bun on her head and glitter eye shadow. Then an employee by the name of Shennel came over and was not aware on what was going on, So I got her name and walked away. As I was walking away I heard one of them under their breath call me a BITCH. REALLY this is what Customer Service has come to. Then I spotted a woman that looked like a Supervisor named Andrea Csibi (not sure the spelling I was upset).
Shennel came over to see what was going on and I explained the situation on how RUDE the other employee with the bun in her hair, the Supervisor did not know the black lady name. Shennel tried taking up for her but she did not see any of what was going on.
If it was not for us as passengers they would not have a job.
This was very upsetting to me and I think you should know what kind of people you are hiring and this was totally unexceptable as a large company.

Shelah Metzger
750 E Mid Cities Blvd, #2102
Euless, Texas 76039
469-964-7748
m_shelah@yahoo.com

Had an emergency at home came back to the airport the next day to come home then had too buy another ticket to charlotte cash $457.00 ticket number 0012350242058 pnr code EWRORU bad customer service in providence at the airport very upset with this airlines i will like a check for the over pay of this ticket on 4/22/19 never thought that this could happen and that a company doing so much for the public will laugh at me while i was in line for 45mins i would like a check sent to my home i did not pay for it with a credit card they made me use their credit card that was located on the side of the wall address 128 aiden farm ct mt holly my name is Marcus T Wilson

AMERICAN AIRLINES

RE:
Verna L. Kokmeyer Frequent Flier # 8453576
Frank A. Kokmeyer Frequent Flier # 8454616

My husband and I have long travelled with American Airlines, and we have also had American Airlines CitiCard Credit Cards for many years. More recently, my husband opened a new business credit card with American Airlines. We were attracted to the offer of miles to use for travel.

Over the past few years, we have used our miles to travel to central America, including travel to Roatan, Honduras. This is definitely the benefit promised when we obtained AA credit cards, but we found out on our last trip, there is a severe downside of using miles for travel. This is never told people who sign up for the card.

Verna Kokmeyer Record Locator: KMQHQK
Frank Kokmeyer Record Locator: XIGWYI

Flying to Roatan on April 2, 2019, we were to return home from Roatan on April 13. We were to arrive home on April 14 on a flight that connected in DFW. We understand that was especially problematic due to sever weather in the Texas area. After several delays, our flight (2308) was cancelled. I waited almost 2 hours in a line which I incorrectly assumed would precipitate rescheduling of our itinerary. Instead, the only purpose was to give us lodging and a meal voucher. We have a place in Roatan, which we could have left for if we had known no flights were being rescheduled for anyone in the very long line. How nice it would have been to have an agent just inform us of what what happening. When I got to the front of the line and they found out I did not want to take advantage of lodging, the agents just walked around looking everywhere but at me. I would advise you in your training programs—assuming you have some—to encourage agents to act like they care, even if they couldn’t care less. I was told the only solution—although I was at the AA counter—was to call AA. We might also be contacted, except although we were staying at a well-known resort, since it was not one they offered, we might not be reached. We left contact info, but to the best of our knowledge, Infinity Bay on Roatan was never called. When we got back to our lodging, I spent another 2 ½ hours on hold with American Airlines. Our resort also called their contacts. By morning, we had still not heard anything about when we would leave, and we finally just headed for the airport. Although we had always received text or email notifications, none were received. The agents suggested maybe AA would be sending another plane for all the people whose flights were cancelled and that was the reason given for not scheduling us. The only emails I received, referred to incorrect flights—like the booking of a Dallas flight, when we had no flight to Dallas.

At the airport, we were quickly shuffled on a flight departing for San Pedro Sula. Not the place we looked forward to being, especially with the reputation for the airport and area lacking safety. However, in this case, we were assured that when we arrived, American had already scheduled our travel to Miami and beyond. We were told we’d receive boarding passes at the airport. We waited in line with all the others on that flight, fully expecting American Airlines to horror the promise to us. This couldn’t be further from the truth. All others were given boarding passes or put on stand-by resulting in a Miami flight, but we were told no seats were reserved for us. Why? We were told it was because we were traveling on award tickets. In other words, those who paid whatever were taken care of, while the two of us, who had been a part of your mileage program for years, and had probably flown more with AA than anyone else (each of us has had gold status for years) were left to stand around for another couple of hours. In fact, my husband waited in a wheelchair which he needed to use on this trip. No solution seemed possible. I believe the agents at SPS were trying to help, but it seemed the buck stopped with the AA Agents on Roatan, and communication was lacking. In the end we were offered lodging in San Pedro Sula, airport / hotel transportation and a $12 voucher for dinner. The voucher didn’t begin to cover the cost of dinner at the hotel, much less breakfast, but that’s beside the point. Our poor treatment was undoubtedly the result of our “free” tickets. When you promote your credit cards on flights, magazines, and mailings, you should add that the result of using the miles might leave one stranded somewhere when you choose to fly with the reward. It was obvious that everyone else will be better served.

Our flight home the next day was from San Pedro Sula / Miami / Philadelphia / Grand Rapids, MI. We are glad to be home, but every step seemed to include a fight and extremely long waits while agents stood around without a solution.

I’ve long been puzzled by American’s policy regarding reward tickets. If I buy a ticket, I can upgrade. When I have an award ticket, no amount of miles or money enables an upgrade. That problem now seems insignificant compared to the greater problem of having less reliable tickets.

Do I want miles in compensation for the nightmare we experienced? Maybe. We should not have “paid” for the last flights. However, we have all but lost faith in the your “reward” system and will be careful in their use. I wouldn’t even waste my time writing American, if it had not been for so many years through which we have felt more than loyal to your airline.

Verna Kokmeyer
Frank Kokmeyer
10641 Gun Lake Road
Middleville, MI 49333
269-998-0292

It has been almost a year since I made a complaint about my flight from New Bern N.C. to Miami. I have sent all information requested and have not heard a thing from your airlines.

I flew into DFW from Ft. Meyer's on Sat.April 13th @4.00 pm. Gate agent told me he couldn't get me a seat until April 16th my original ticket was for 4 pm on April 13th. A spent 2 nights in the air port before I had enough. I purchased a ticket from delta for $688.00 just so I could get home. American air lines didn't have enough staff to get me out of Texas. I think AA. Is the worst air line. I.Will never use AA. Again

Platinum Pro P7A3636 -I am writing to complain about Delayed Flight 853 from BNA to PHL on April 15, 2019. After getting up at 3.45am this morning and checking the flight status to ensure the 6.26am departure was ON TIME, we were notified at the gate that the flight would be delayed three (3) hours because there was no available pilot. As a result , I will miss a scheduled 11.00am meeting and my day is pretty well shot. I understand weather delays and mechanical delays but it is inexcusable to have a delay because the flight didn’t have a pilot. Your website specifically states that American Airlines ensures that it will have adequate resources available to meet passenger needs. Moreover, to not notify the passengers of the delay until Boarding Time is deplorable. I respectfully request some compensation for this unnecessary inconvenience in the form a miles credit to my Frequent Flyer account (P7A3636) or, better yet, a elevation in status from Platinum Pro to Executive Platinum through 1/31/2020. Thank you for your cooperation.

I purchased a First Class ticket for my trip. Toledo to Chicago, Chicago to Puerto Vallarta on March 17, 2019. Flight #AA-2338. Before boarding, I was called up to the counter to tell me that their was a problem with my seat, and I would have to wait before boarding. Everyone was on the plane ready to go but me. Now I have some back problems, and that is one of the reasons that I purchased that first class ticket. Now I do know that I flew from Toledo to Chicago in a very small plane, but it was only a 45 min trip. That's doable. The Chicago to Puerto Vallarta was 41/2 hours long. Well after about 15 min of either not knowing if I will be able to go on this trip, I was told that I could board. Well the problem with the seat was it couldn't recline. I did get a picture of the tape with writing on it saying INOP RECLINE. So the story is that I had to sit up completely straight up in a First Class seat that I paid over $1,100 for the whole trip. I did ask if there was a coach seat available for me to sit in instead at least I would of been able to sit back. They said it was a full flight. I was very uncomfortable. I would of rather just stayed back and took the next flight out if I knew I was going to have to sit there like that.

I don't fly first class. But for the comfort of my situation, I purchased that first class seat.

I usually always fly American Airlines. In fact I have your credit card so I could fly your airlines more. But this was terrible.

I would like somebody to email me back with some kind of something. The 1,400 flying points that the Attendant promise me was ridiculous.

I would like your feedback on this.

Thank you

Valerie Hobbs
Vhobbs14@yahoo.com

On my fight from charlotte NC to Jacksonville NC, fright AA5161, 4/8/19, PNR: ERAVPT.
MY FLIGHT WAS CANCELED AND DELAYED OVER 10 TIMES WITHIN A 5 HOUR WINDOW SPAN WHICH CAUSE ME TO RUN FROM ONE GATE TO ANOTHER TO THE CUSTOMER SERVICE DESK BACK AND FORTH WITH HOPES TO GET ON A FLIGHT TO RETURN HOME. MY BAGS WAS LOST IN THIS PROCESS AND I HAVE NOT RECIEVED MY LUGGAGE AS OF TODAY 4/10/19. MY KNEE WAS INJURED AND I WAS IN PAIN DURING IS AWEFUL PROCESS. I WOULD LIKE A REFUND OF MY PLANE TICKET TO ACCOUMADATE MY PAIN AND SUFFERING DURING THIS TIME.

My colleague had a delayed flight in Charlotte on 8 April. I called the customer service rep to get a status on the lost/delayed bag. I was told it was in Charlotte and it should be on the next of two flights, the second being a bit after 12. At 1412, they are STILL waiting on someone at the lost baggage department in Charlotte to send a message back about when it will be put on a plane to Augusta. Is there nobody working in that department? Do they care about a paying customer not having a change of clothing? It would seem that once they have your money, the hell with you and customer service from then on.

AMERICAN AIRLINES FLT # 5388, 3/24/19 - WHITE PLAINS TO CHARLOTTE

THE PLANE WAS TO DEPART AT 7:00 PM. WE WERE NOT ALLOWED TO BOARD UNTIL 7:20 EVEN THO THE PLANE WAS AT THE GATE AND READY TO GO.

MY SEAT WAS 2A. THE MAIN REASON FOR THIS COMPLAINT WAS THE VERY LARGE FEMALE IN THE SEAT NEXT TO ME. SHE WAS UNABLE TO PUT HER SEATBELT AROUND HER - HER SIZE CAUSED HER BODY PARTS TO 'OVERFLOW' INTO MY SPACE. MY CONCERN IS THAT THIS WOMAN SHOULD HAVE HAD A SEAT FOR TWO - FOR HER SAFETY AND THE SAFETY OF THE OTHERS ON THE PLANE. WHEN THE FLIGHT ATTENDANT WAS CHECKING UPRIGHT SEATS AND SEAT BELTS- I ASSUMED HE WOULD HAVE NOTICED THAT SHE DID NOT HAVE HERS ATTACHED.

IT WAS THE MOST UNCOMFORTABLE FLIGHT I HAVE EVER BEEN ON - HAVING HER BODY PARTS INCLUDING LEGS, ARMS AND SHOULDERS IN MY SEATING AREA. TO GIVE YOU AN IDEA- I WEIGH 270 LBS AND THE FEMALE IN THE NEXT SEAT WAS WELL OVER 100 LBS MORE. I WAS UNCOMFORTABLE TRYING TO ADJUST AND MOVE MYSELF IN MY SEAT. I WANTED TO SAY SOMETHING TO THE FLIGHT ATTENDANT THAT HE SHOULD HAVE NOTICED, BUT I WOULD HAVE HAD TO REGISTER MY COMPLAINT WITHIN EARSHOT OF THE LADY IN THE NEXT SEAT.

WE HAD BEEN TOLD BY THE FLIGHT ATTENDANT THAT OUR CONNECTING FLTS WERE WAITING - I WAS HEADED TO MELBOURNE, FL (FLT AA 5387 - DEPARTURE 9:27). UPON ARRIVING IN CHARLOTTE, NC, I DISCOVERED THAT MY FLIGHT HAD ALREADY LEFT. THE AA STAFF AT THE DESKS TRIED TO FIND OTHER FLTS TO GET TO OUR DESTINATION, BUT NONE WERE AVAILABLE THAT NITE.

AFTER TWO HOURS, WE WERE GIVEN A $12.OO FOOD VOUCHER AND WERE UP IN A RAMDA INN RADISON NEAR THE AIRPORT. THE NEXT MORNING, I WENT TO THE AIRPORT AT 8:30 FOR AN 11:30 FLT TO MELBOURNE FL. THIS PLANE WAS ON TIME, WE BOARDED AT11:30. AFTER ALL PASSENGERS WERE ON THE PLANE - WE WERE NOTIFIED THAT THE PLANE HAD A MECHANICAL ISSUE - TOO MUCH HYDRAULIC FLUID, SOME NEEDED TO BE REMOVED. AFTER THAT, PILOT NOTIFIED US THAT A SWITCH WAS BROKEN AND WE WOULD BE ON THE PLANE UNTIL ANOTHER SWITCH COULD BE BROUGHT AND THE BROKEN ONE REPLACED.
WE WERE ON AN AA SPIRIT. AFTER 1/2 HOUR, WITH NO AIR CONDITIONING, THE FLIGHT ATTENDANTS SERVED BEVERAGES TO THE FIRST THREE ROWS IN FIRST CLASS AND TWO AA PILOTS THAT WERE CATCHING A FLT SITTING IN COACH.

FIFTEEN MINITES LATER, I ASKED IF THE REST OF THE PLANE WOULD BE SERVED - I WAS TOLD NO - THAT WAS ONLY FOR FIRST CLASS.

TOTAL TIME SITTING IN THE PLANE WITH NO AIR CONDITIONING AND NO BEVERAGES AT THE GATE AND ON THE TARMAC WAS WELL OVER AN HOUR.

IN CONCLUSION, A FRIEND DRIVING FROM VERO BEACH HAD TO TURN BACK SUNDAY NITE AND RETURN THE NEXT DAY TO PICK ME UP, SHE HAD TO LEAVE WORK DAY TO GET ME FROM MELBOURNE. IN ADDITION TO ME MISSING A DAY OF WORK BECAUSE OF THE MISSED CONNECTING FLIGHT ON 3/24/19, THESE TWO FLIGHTS ARE THE WORSE, UNCOMFORTABLE FLIGHTS I HAVE EVER BEEN ON.

AGAIN, I WANT TO EMPHASIZE THAT IN TODAY'S WORLD, SITTING NEXT TO A VERY LARGE PERSON - NO ONE SHOULD HAVE TO EXPERIENCE THIS. THE FLIGHT ATTENDANTS FAILED MISERABLY. IT HAS TAKEN ME HOURS TO FILL THIS OUT - NOT BEING A COMPUTER SAVVY PERSON - WHERE A SIMPLE PHONE CALL WOULD HAVE SAVED ME A GREAT DEAL OF TIME AND AGGRAVATION .
JAMES DICKERSHAID

This letter details the events that lead up to our missing out on what was supposed to be a wonderful 7-day Western Caribbean Cruise vacation. A day that began with excitement and anticipation quickly turned into a nightmare that left us furious, frustrated, and disenfranchised due to various delays with flight # AA 1340. This cruise was planned on the Holland America-Nieuw Statendam ship several months in advance. On the day of our departure from Reagan National Airport (DCA), me and my travel companion, Ms. Deborah Burroughs never reached the pier because of the continuing “delays”. The ship was leaving from Fort Lauderdale, so we flew into Miami and arranged for a transfer to the pier in Ft. Lauderdale. The ship was scheduled to sail at 5 PM on Sunday, March 24, 2019.

Originally, we were booked on flight # 1178 departing DCA at 6:10 AM, arriving in Miami, 8:47 AM, which was ample time to reach Miami and get to Ft. Lauderdale. A week prior to the cruise, I was notified that the time of departure had changed from 6:10 AM to 8:00 AM and the flight # changed to AA 1340. This did not cause us concern because it was still an early flight. The morning of our departure, I received notification that flight # AA 1340 was delayed until 11:00 AM. Within moments, I received another notice that the flight was delayed until 12 noon. We were clinging to hope that this would be the final delay. However, we soon realized that the departure time had changed once again to 12:30 PM. We boarded shortly before 12:30 PM, feeling hopeful yet anxious that we could still get to the ship on time barring any further delays. Once on board; and before leaving the gate we were notified by the flight crew that there was a mechanical issue. The mechanic came and resolved the issue in approximately 20 minutes. We proceeded to leave the gate for take-off and the flight crew announced that a light came on and we would be returning to the gate. The mechanic came aboard to repair while we sat on the plane. By the time we finally took-off, it’s close to 2 PM. We arrived in Miami a little after 4 PM, retrieved our luggage which was given priority tags, but came out no quicker than any of the other bags. We realized that it was absolutely hopeless; and we were not going to make it.

At a point during all of these delays, I contacted the cruise line’s 1-800 number several times to notify them that we were experiencing flight delays, but we were on our way. As the probability of making it became bleak, I made calls directly to the ship at a cost of $8 per minute and spoke to someone expecting to hear they would wait for us to arrive, as they sometimes do at ports when guests are late returning to the ship. We needed a miracle!

Upon arriving in Miami, I retrieved a message that had been left on my cell phone from Holland America confirming that it was no way we were going to make the ship in time and that we should consider flying to the first port on the cruise which was Ochs Rios, Jamaica. However, meeting the ship at the next port would not be possible until Wednesday, March 27th if we decided to do this. It would mean losing 3-days of our 7-day cruise. Needless to say, the thought of having missed the cruise and now accepting the reality that we have to return home left us filled with anxiety and disappointment. We went to the AA ticket counter. We were told that AA would indeed send us to Jamaica to catch up with the ship. But we decided at that time to cancel the trip and get return tickets home for the next day (Monday 25th). We were given a voucher for one night at the Holiday Inn International airport hotel which was sub-par at the best, and two $12 food vouchers each which we felt were insufficient. We had to add money to it to cover the cost of our meals. Lastly, we were also told by an agent that the breakfast in the hotel was complimentary, which was incorrect.

Before actually making the decision to go home, we returned to the AA ticket counter the next morning and spoke with a ticketing supervisor whose name was Carmen. We were reconsidering our options. Carmen did not seem eager to assist us. Carmen initially told us we could not get tickets to Jamaica which we had been told by agents the night before that we could. Carmen told us that she needed to confer with her manager, and left us standing there for nearly ½ hour. Another agent walked up and questioned why we were still there. We proceeded to explain that we’d missed our cruise because of flight delays and that Carmen told us that we should never have received tickets to return home. After speaking to her manger, Carmen said that the tickets could be changed so that we could go to Jamaica if we still wanted to. She told us there were no other concessions available to us. At the very least, we needed a voucher for another hotel night in Miami, more food vouchers and accommodations for one night in Jamaica. We were told we could only receive one hotel night in Miami, no more food vouchers and use our own expenses for hotel and food in Jamaica. If that is your policy, we know that you are at liberty to make exceptions. The reason we were unable to meet the ship until Wednesday was because on Monday the ship was going to a private island and Tuesday was a full day at sea. There was absolutely no empathy for what we were experiencing. It was time to return home.

Our Monday flight home was originally scheduled to leave Miami at 4:20 PM, arriving in Birmingham, AL at 6:22 PM. We were told that all other flights were completely booked and that was the only flight we could take to get home. That flight was also delayed until 5:30 PM due to mechanical problems, (deja vu)! Because of that delay we ultimately missed our connection in Birmingham which would have gotten us home at 9:30 PM, Monday night. AA booked us on a 6:05 AM flight for the following Tuesday morning. We were hoping to return home Monday night. We definitely did not want another overnight stay and tried desperately to get put on another flight even if it meant booking us with another airline. We had to get another hotel voucher for Holiday Inn in Birmingham and food vouchers for dinner. When the agent in Birmingham printed the vouchers, I noticed that the hotel voucher we had been given had the same address as the hotel in Miami. Upon comparing the food vouchers given to us with the ones I’d received electronically, they too were the same as what we received in Miami. The airport was closing; the agent had to place a call to someone else that then had to instruct her on how to correct the vouchers. This entire experience was a case of all that could go wrong did go wrong, it was surreal. Other than the fact that we arrived home safely, the only thing we can say good is that our flight home on Tuesday morning was pleasant. There were no delays, it left on time and we were back at DCA by
9 AM.

Missing what should have been an incredible cruise has caused us loss both mentally and monetarily. We cannot get back the time and energy that went into planning and preparing nor the enjoyment that we would have had on this cruise. Only memories of what could have been. No photos and stories to share with our families and friends.

The amount we paid for the cruise alone was $2,274 which was a special promotion and was deeply discounted for a luxury suite on the brand new Holland America ship. We feel we’ve been robbed of great fun, food, excellent music and entertainment, shore excursions, spa treatments, gala nights, and all of the amenities, etc. that come with a luxury vacation aboard a luxurious ship. Our airfare was $753.

We would like to be compensated for the lack of empathy shown to us for this devastating experience. Again, we can never recoup what was lost when our only crime, if you will, was booking a flight with AA. We’ve suffered a great lost, not to mention the stress levels that were reached as a result of this debacle.

Thank you for your attention to this matter, and we look forward to hearing from you soon.

Vanessa Fox
2802 Keith Street
Temple Hills, MD 20748
vfox57@yahoo.com
240-472-4306
Advantage # 5E64C52

If I could give 0 stars I would. Going to see our Sailor graduate. Our direct flight was cancelled and we had to get a connecting flight. Payless car rental through the AA website wanted to charge us $118.00 more from r arriving 4 hours early. Then on our 2nd flight my husband and myself were placed in 2 different rows. No problem as per customer service. Just tell them at the airport and they’ll change it. Get to Charlotte and they told us no! We have to fly out of one airport and return to a different one. Now we had to pay for car service instead of being able to take our car. So horrible!! I WILL NEVER FLY AMERICAN AGAIN

I had a plastic jar of whipped hand exfoliate soap,That was very thick you turn it upside down and would not have poured out.Clearly not like a gel or liquid..They took it

First of all we booked round trip air from Cleveland OH to San Juan Puerto Rico and paid over $1400.00 for 2 tickets. On our return flight home, the 2nd part of our trip (Miami to Cleveland on a Sunday night)) was cancelled due to high winds in Cleveland. I am not upset about the cancellation (weather). What really irks me is the lack of customer service at the Miami Airport for American. As soon as our flight was announced that it was cancelled, everyone went to the proper desk (to reschedule). We were about 9 or 10 in line... they were 2 agents working that desk at first, then one left and came back about 20 minutes later. People were very upset. We were told that NO flights were going out the next day and had to wait until Tuesday to get back home. That is still fine in my book... what really aggravated us was the lack of help with the employees. We were told that we could go downstairs and get our luggage. We did.. NO luggage. We were told that it is on it's way to Cleveland !! How could that be if nothing was going to Cleveland because of weather??? THen we were told if wanted our bags we would have to wait 6-8 hours for them. That is horrific customer service!!! We were also told we were confirmed on a flight home, but had to call the next day to rebook our flights. No one knew what the heck they were doing. The absolute worse part is that not one person offered to help get our bags. We know that they were still in the plane that wasn't going anywhere!!!! The employees were rude at best. No one smiled, apologized, or tried to help anyone!! Great customer service is NON_NEGOTIABLE... period!!! I really expected more from you, American Airlines!!!. I wanted to mention also that the flight attendants on our flight from San Juan to Miami were very rude as well. No greeting when boarding the aircraft, only a drink was offered, no snack. It was as if there were no one on board except them. They were busy chatting with each other the whole flight and not paying attention to their passengers. I book a lot of flights for employees all over the US... I will NEVER use American again!! How about a refund or partial refund American Airlines???????

I am 87 years old who enjoy reading the Washington Post Sunday newspaper. I used my AAdvantage miles to pay for an additional subscription. I am very disappointed that you put a restriction hidden in the small print. I am even more upset that after you took my miles, you are not going to refund me them even you are not providing the promised service, it is not only bad customer service but I believe deceiving business practices. I am demanding you that at the minimum you refund my miles so I can get another newspaper.
Ana Calderon

From: Subscriptions <subscriptions@discountednewspapers.com>
Sent: Monday, March 18, 2019 2:28 PM
To: lopezcesarg@hotmail.com
Subject: ORDER 9991217702

Dear Ms. Calderon,

You recently used your airline miles to place an order for the Washington Post newspaper. Unfortunately, per the Terms & Conditions of the airline website, the newspaper has rejected your subscription request. There are no renewals allowed, nor will the newspaper deliver multiple copies to the same address or deliver to customers who have previously used miles to start a new subscription.

If you wish, you can revisit the airline website where you placed your order to review the disclaimer at the top of the page. It states:

Only 1 order per address will be processed. Not valid with other discounts.
*Note: Airline mile awards are for new subscribers at a new address only.
Existing customers of this newspaper are not eligible. Miles cannot be refunded.

You may also re-visit the Terms & Conditions at the bottom of the page, which you accepted before placing your order. Per the airline policy, miles or points you redeem to obtain a subscription are non-refundable, and all redeem transactions are considered final.

If you have any further questions please contact the airline directly.

Sincerely,

Newspaper Subscription Services

Customer service Manager
Newspaper Subscription Services

Paid for seat upgrade to include free beverages and meal, and somehow ended up in the back of the plane and separated from my husband. When asked what happened and if the agent could help, her response was quick, and quite rude, and said sorry, the plane is overbooked. She (Patricia, gate agent) did nothing to try and help nor did she look up the history to see if there was anything she could do to make it better. It was merely a 'matter of fact' to her. In my opinion, the gate agents need more customer service training, this isn't the first time that AA agents have been rude and show a lack of concern. However, I will praise the flight attendant (flight no. 2469) named Tammy (confirmation no. ITOPXL), she did 'everything' she could to have someone switch seats with us, unfortunately we still ended up in row 28, but we were seated together, thanks to her.

I would not only like my money back (we were charged $100.66/pp for seats that we did not occupy), but an apology. What a horrible long ride in the back of the plane. If this doesn't get resolved, we refuse to fly AA again.

Please also add my recent trip to my member no. 5RU72P0

On March 12, 2019 my wife Kamilah Townsend (AA Frequent Flyer Number 9V04LJ6) was scheduled on AA flt 0012 from Jacksonville, Florida. For what ever reason, after a 6 hour delay the flight was ultimately cancelled. American Airlines provided her a hotel voucher to Tri Cove Inn as well as a round trip cab voucher. When Kamilah arrived at the Inn it was a very undesirable Motel which the desk clerk informed my wife that he had not seen the voucher before and they could not honor it. The single room he had available was for emergencies only and she could not have the room. Mind you it is after midnight. Because of extended call delays at American Airlines Customer Service, my wife and I decided to divide and conquer. She called the cab company back and I called to get in queue with the airline. The cab company said only the driver who dropped her off could honor the cab voucher and he was no longer available. Ultimately, we found what seemed to be the only room left in the city at a Hyatt 20 minutes away from her original drop off. She called Uber and made it safely to her hotel shortly after 1am. Mind you, her flight was scheduled to leave at 7pm EST. Making for a very long, stressful, scary and chaotic day.

I received a call back from AA at 11:58 CST. Apparently the Reservation Center called me back. I began explaining the turn of events to the Rep and immediately she had no empathy. The Rep told me she was with Reservations and I would need to call another number for complaints. I explained that it took 2 hours to get through to her and all I wanted was to get the matter noted on my wife's acct if possible for tracking. The young lady continued on with a very rude rant so I then said, I can imagine you all are swamped due to cancellations and other things and I don't want to make this your fault so please forward me to a supervisor. Se laughed and said she needed my record number which I offered. She said she could not hear me and I would need to repeat it again so I did. Again, she said I cant hear you and if you don't speak up I will have to disconnect the call. Now I am agitated. I repeated the record locator again using alphaphonetics. This time she heard me. I said young lady I know what you tried to do just now which was find a reason to avoid the call transfer. She asked for the travels name then mine. Then she said had I shut up and quit talking this could have been handled differently. At that time she placed me on hold until a manager got on the line. The time stamp of this call was 12:02am CST. The manager was a great ambassador for American Airlines, she was empathetic, sincere and very apologetic. She confirmed my wife was scheduled for the 9am flight on March, 13 and she instructed me to follow these escalation procedures to ensure this matter is addressed appropriately and the Rep who was extremely rude be addressed accordingly.

My wife and I travel on AA at least every other week for leisure or business and never have we experienced this kind of mistreatment. From being sent to a nasty Inn in a horrible part of town with no rooms available, to the cab voucher that was worthless and had we not had resources, my wife would have been stranded and possibly victimized. Followed by a degrading and disrespectful customer service experience. I (we) need something to be done because we trust that American Airlines is better than this. At minimum we should receive reimbursement of the hotel and Uber fee too include Points of something added to my wife's frequent flyer acct (9V04LJ6) to compensate for this horrible experience. I know what ever ultimately happens to the young call rep who spoke with me will not be disclosed to me. However I expect that the call be reviewed and something be done to curb this behavior going forward.

Please contact me direct for any further questions.

LaPrie Townsend
(214)205-0966 direct
laprie.townsend@gmail.com

We were told our son would be able to check his luggage straight thru from Green Bay to Fiji as long as he booked all through American Airlines. Well they lied and he had to get his luggage at LAX and try to recheck. He missed the time to check it by 2 minutes and they wouldn’t take it. With only 1 flight a day, he had to stay over in LA. They made us buy him a new ticket, which cost as much as the original round trip ticket, even though they ASSURED us this would work fine when we booked it. I have send numerous complaints only to be told that Fiji Airlines is only a codeshare so it wasn’t able to check through.
If they would have told me that when I booked it, I would of left enough time in between flights. I only booked the flights I did because AA confirmed they would send luggage straight through.
AA refuses to do anything except tell me too bad. I am out $1400 because of there customer service.