Contact American Airlines Customer Service

Contacting American Airlines Customer Service Center

American Airlines offers flights, hotels, cars, vacations, cruises and activities – but the company is most well-known for flights originating in the United States. The official website offers tons of information for people wishing to book flights, including direct booking from the website or via phone contact with customer service. The customer service contact information varies depending on the type of contact you wish to make with the company.

to leave a comment about your customer service experience.

Contact Info:

Phone Contact Numbers

There are more than 20 customer service phone numbers listed for American Airlines.

Mailing Address

Customers who wish to compliment or complain to American Airlines can contact the corporate office at:

American Airlines Customer Relations
P.O. Box 619612 MD 2400
DFW Airport, TX 75261-9612

Overnight communication can be sent to the main address for the corporate office.

American Airlines Customer Relations
4255 Amon Carter Blvd. MD 2400
Fort Worth, TX 76155-2603

Official Website

The main website address for American Airlines is http://www.aa.com. You can book flights and search for vacation packages and other travel needs on the site. You can also access your American Airlines account and contact customer service.

Customer Service Email

There is no American Airlines customer service email address listed on the official website, however there is a form you can submit through the website that sends your message to the customer relations department. You can access the email form here: http://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations.

We sent an email correspondence to American Airlines. We continue to wait for a response.

Our Experience

American Airlines Customer service hotline is easily accessible and customer friendly. Unfortunately, you have to wait approximately 2 minutes to speak with a customer service representative. You must listen to a long speech regarding current updates. We had to wait an additional 15 minutes to finally speak with an American Airline customer service representative. The rep had a heavy accent leading us to believe the call center is not local. The customer service representative was extremely help with our questions regarding required personal information for ticket purchase.

Customers can also American Airlines customer service through the email listed here: http://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations. We received an automated response within a few minutes, but the correspondence did not address our question.

When we finally received an email response from American Airlines, the total response time was approximately 1 hour. Although we waited an hour, we did receive multiple responses to our initial question:

March 16, 2012

Dear Mr. Banks:

Thank you for contacting American Airlines Customer Relations. This is an automated acknowledgment, giving me a chance to share with you right away what is happening with your message.

First, while this email is not intended as a response to the remarks you just submitted, it does confirm we have received your comments and have assigned a reference number, which you see below.

Next, we would like to reassure you that we appreciate all feedback. We happily share compliments with the employees who earn them. Please rest assured that we are also committed to answering every complaint we receive, and a representative from our department will get back to you as soon as possible. The Customer Relations team are eager to resolve issues that arise in the hope of seeing you flying American Airlines again and again.

Last, let me clarify that if you inquired about an upcoming or current trip, we ask that you contact our Reservations staff, who are available 24 hours a day and will be in a better position to answer questions about your trip. In the U.S., the toll-free number is 800-433-7300. Outside the U.S., please refer to “Worldwide Reservations Phone Numbers” listed on AA.com. Similarly, questions about using or finding information on AA.com can be more directly addressed at www.aa.com/webservices.

Thank you for flying American Airlines.

Your Reference number to this request:1-485238381

Sean Bentel

Customer Relations

Dear Mr. Banks:

We appreciate your prudent inquiry about reservation information on line. It requires personal information such as name, email, phone, gender, billing information etc.

Also, there are identification requirements at the airport as it relates to domestic airline travel. All customers age 18 years and older must present official photo identification before boarding the aircraft. The identification must be valid (not expired) and issued by a U.S./state/local government authority. Travelers under 18 years of age do not have to present identification.

Please note, [American Airlines does reserve the right to request birth records for passengers under the age of 2 years].

If you have further questions about related security issues, comprehensive travel information is available on AA.com. If you prefer, you can telephone our Reservations Office at 1-800-433-7300 and speak with a representative. In addition, more information can be found at the Transportation Security Administration (TSA) website at TSA.

We hope to have a chance to serve you soon.

Sincerely,

Patricia Sims

Customer Relations

American Airlines

Customer Email (Richard) 03/16/2012 12:43 PM

Good Morning, I was wondering what are the requirements needed when a customer travels with a minor. Thank you for any information regarding this matter.

Richard

Speaking with an American Airlines representative is a challenge. Did you go through the same hassle or was you experience better that most. Share your thoughts with us.

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Rating: 1.6/5 (39 votes cast)
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358 Comments on “Contact American Airlines Customer Service
  1. I’m no sure who to send this message to…this is the only email I could find. I felt that 85% of the agents working between LGA and JFK between 8/9 and 8/10 were extremely unfriendly. My husband and I were scheduled to fly from LGA to CMH 8/9 on the 6pm flight. Due to weather it was delayed and after sitting on the Tarmac for over 2 hrs was ultimately xld. Understandable. I will say the flt staff was extremely accommodating, friendly and fun. However when we waited in line we were eventually handed new boarding passes with nothing said by the man wearing a vest that said “manager”…he did say this is the 1st and only option (8/10 at 815pm). We took it and stayed at the airport to see about standby options the next morning when gate agents returned. When the agents returned (we if course were awake 24 hrs at this point) they surprised us by saying that our alternate return was booked out of JFK not LGA…nice of SOMEONE to tell us this important detail! She couldn’t put us on standby because the originating airport was not the same. GREAT! So we pay the cab to take us to JFK and are able to go standby on a 3ish flt which later xld. So I politely go to the gate agent to see if there are available seats to upgrade to on the 815pm flt since we have not slept for 38 hours now. with no service attitude whatsoever she quickly responded that you only give to priority members the upgrades. Again understandabe but given the situation One would think of comoassion! I’m sorry…I understand the weather is nobody’s fault but the way in which we were handled was less than satisfactory…validating that we will not fly AA in our future. I just feel this should be informed up the chain. Most of your agents never smile, look you in the eye or make you feel like you are being taken care of.
    Sincerely exhausted and frustrated,
    Amberr Foreman

  2. My American friend bought tickets on my behalf but I have received no information from you. I haven’t received any “number” from you — how am I suppose to pick up my ticket at Narita airport?

  3. A large percent of the flying public have conservative views, like over 50%. The treatment of Glenn Beck over the weekend has been transmitted to nearly 5 million people already and is still spreading. You might consider a VERY public apology real soon unless you can afford a significant loss of customers. We hope this was a very unfortunate single incident that will never be repeated.

  4. to whom it may concern…
    all to often, management is contacted when things go wrong…this is not one of those letters…..i am contacting american airlines customer service because of a wonderful flight attendant named MARITA LORDI (FA #9
    # 104658 A A ………..
    i was fortunate enough to be on board American Airlines Flight #32 (LAX – JFK) on labor day….my husband and i were seated separately…we had a death in the family and were going to nyc for a funeral…….marta must have sensed that something was wrong when she passed me during take off……her kindness, her caring and her concern will stay with me always….she is someone that should be acknowledged by management at american airlines…she is very special……very special indeed………
    “thank you marta….thank you for being there when i needed a friend….and by the way, i finished the book (the art of racing in the rain) on my flight home (wed. sept. 5th)… you were right, i cried my eyes out at the end…”
    thank you so much for having someone like marta lordi in your american airlines family…..
    holley agulnek

  5. Find difficulties contacting AA reservation by phone, its always busy and impossible to talk to the reservation staff, once contacted. Would prefer to communicate by email, please give me an email address of Ecuador Reservation Department. Many thanks.

  6. I have been on the phone for 3 hours trying to resolve an issue where my bag was split open and my belongings missing.

    Please call at 718-721-8253

    File Locator WUKMNC

    Larry Catanzaro and Roger Rucker

  7. I have been on the phone for 3 hours trying to resolve an issue where my bag was split open and my belongings missing.

    Please call at 718-721-8253

    File Locator WUKMNC

  8. My husband is in a nursing home with Alzheimer’s disease. American is taking advantage of my unfortunate situation by insisting I pay to transfer his miles to my account while I am the one who has been accuring the miles while shopping with the Advantage card. Shame on American Airlines. A technician can accomplish this with a few strokes in minutes.

  9. The website does not work. Whatever tab I choose on the site doesn’t work. I wanted to check the status of my flight and possibly book another one but nothing works.

  10. AA RESERVATION CODE..DRLMEB…mIAMI TO tOCUMEN PANAMA
    Return flight was on Nov.22nd,2012—-HOWEVER i WANTED TO RETURN TO Panama PTY–ON nOV.11TH—
    i AM IN INDIA—i TRIED NEWDELHI OFFICE—FORLAST TWO DAYS BUT—nO INFORMATION WAS SUBMITTED TO ME.
    AA office staff is very lethargic and they do not have any
    responsibility. They are behaving very bad.
    Better remove AA office out of INDIA
    wELL i CALLED MY FRIEND IN tRINIDAD AND HE BOOKED MY TICKET IN 15 MINUTES—AS aa office is available in Trinidad……………Samarsingh Guhilot…DATED oct.8th,2012

  11. Two weeks ago we received the terrible news that our 12 year old grandson had been hit by a truck and killed. We needed to get from PA to CA as quickly as possible. It was Thankagiving week, the worst week of the year to travel through Hotwire, we were able to get reservations the next morning on American, not the airline on which we usually travel. Or flight went through Dallas. We flew flight 1025,leaving Philadelphia at 2:10 pm I want to say how very wonderful the flight attendants were to us. I was distraught and they were so caring. In Dallas they found us a cart to our next flight and said they would keep us in their prayers. I want to thank them and all of the people at American for their kindness!

  12. por favor deseo saber desde colombia que puedo hacer para dar soluciodesde a un cambio de nombre de un tiquete para EEUU
    que se emitme desde australia y aqui en bogota colombia no me dan ninguna solucion por favor espero pronta respuesta dios les bendiga

  13. I found the flight attendants on both flights on 12/18/12 to be very pleasant.They were there if needed and seemed to care about the customers.

    I can’t say that much for the airport personnel in Denver.My AA flight was delayed leaving Ohare and by the time I got to Denver, the Frontier plane to which I had been booked by Orbitz had left and I missed my flight.Though it was bothersome to have missed the flight,I understand things do happen which cause delays.However,when trying to get another flight to Portland,I found
    the AA person at the AA terminal to be very snide, when in fact I had done everything in my control to get to the plane in a timely fashion.
    I will say she(AA) found a later flight for me on another airline,which I so appreciated,but she certainly could have much more pleasant in working with me.
    I am emailing this comment to you so that AA might better be able to encourage staff to be more courteous when things go wrong.Customer service can make such a difference for those using your service.
    Thank you.

    Thank you for very good flight attendants.

  14. Our flight home to Palm Springs was cancelled. No one ever contacted us. When we called they offered no alternatives. Called all day Christmas Day. All we could get is a flight on Saturday , 4 days later. Your service was awful.

  15. my advantage no. is 37wrt16. i took flight no. 2910 from montgomery al on dec 24, arrived in colorado springs the same day. i have paid for a roundtrip fare. i am scheduled to leave on dec 31. my question to you is can you please help me to return earlier. this is why. the evening i arrived in colorado springs, i had to be taken to the emergency room. i could not breathe properly. i have a underlying lung disease, that is inoperable. i visited my dr. before i came for a check-up, told him where i was going for the holidays. i am visiting my son in the air force. the er put me on oxygen immediately, i have these oxygen machines that er sent to my sons house. i have tried to 2 days to call your co.i just sit there on hold for hours. my question to you is, would you please, please let me depart earlier, and depart from alberquere nm. i am going with my son and family today down to alberquere, they think,, this my help my breathing. if you can help me, i would so much appreciate it, please do not charge me so very much for this change, i cannot help it. i am 67 years old. my phone number is 334-282-2196

  16. This djhonny I brought ticket to travel on Friday December 28 at 07:15 am to 10:35 am. The fly was cancel at the same scheduled time I know that inside the airport . I have to do something at 4:00pm. On Friday but miss it .but they change me the fly they put me on fly JFK to Boston fly# 1838 an Friday December 28,and then from Boston to Miami fly # 9201 they tell me I gonna wish Miami at 2:40 pm after that I got go to fort-lauderdale. the fly from Boston coming late, now I wish Miami at 4:40 pm and then I paid for prefer seat i did not got it I spend more morney I paid taxi to take me fort lauderdale I’m not even assisted my ceremony I loose everything . I need my refund for prefer seat and the tiket too. I spend for the fly . I spend $ 518.60 for round ticket . Oke thank you

  17. We are very frustrated attempting to find out about our advantage miles. Account numbers BBB88568 and 18NH898. We were scheduled to fly to India March 2012 and all flights to India were canceled. We need to know our miles status and if any miles have been canceled we need them reinstated.

  18. Hi,

    I needed to change this reservation, I booked this flight, I bought insurance, I’m needing to go visit my mother who has terminal brain cancer, I’ve been flying American the whole time to get to see her. I have been getting insurance each time, and this time, My husband is snowed in and can’t come home in time to look after my kids so I can leave.

    I have been on the phone now for over 1 hour trying to change or get something going with my flight with absolutely no success and the travel insurance you provide and advertise as does not cover this type of trip change emergency (!??!) Aparently it would only cover it if I was diagnosed with cancer.

    The product you/Allianz are selling to your customers is both miss leading and mildly fraudulent. How can you expect to run a profitable business this way?

    Get your CEO’s to read about repeat business and then they will understand why they are constantly not making the bottom line.

    I can honestly say that I’m never booking with your airline again.

    thanks,

    Sincerely

    Jodie Taylor

  19. i have had terrible experiences with american airlines. i can’t even rate their customer service because it is far below a one star. customer relations representatives are rude, short, and unfriendly. checking in is also a hassle for active duty military. i honestly thought that american airlines would be the most understanding with military personnel but i am extremely disappointed. i will be sure to tell my peers to choose a different airline when they flight in the states.

  20. My flight #2696 was 1/26/13 from LAX to Reno . My ticket was purchased 5 weeks before departure with 5 other colleagues going on a business trip. I purchased my ticket before the others and I was the only one who did not have a seat and the flight was overbooked. The stress level that Amercian Airlines put me under was not acceptable. The ticket agent Karl at the gate 44D was so rude to me and I watch her yell at elderly women to go sit down. I am in the service business and I have never in my life seen such poor customer service. From this point forward I will not be traveling with Amercian Airlines ever again and you need to take training from Southwest Airlines.

  21. For the purpose of cancelling all reservations of A.A. flights from TPE stopover NRT to LAX and return to Taiwan , please . I make a mistake of touching reservations of A.A. via cellphone skyscanner software on 13th Feb., 2013 . Again, I please you staff cancel all the reservations of A.A. flights for me . Many thanks !Deleting customer CHANG,FU-CHUAN from the resevered list is necessary, if CAHNG,FU-CHUAN is on the reserved list . Thank you again !

  22. we always fly united. always.

    recently, however, we had the opportunity to purchase a much lower fare online through american airlines. now i see why it was lower — customer service was atrocious, the website didn’t work properly, and i lost out on a good deal.

    customer service agent from the “technology”/web team named lisa actually HUNG UP on me when i was talking. i’ve never had such a poor experience before. she was extremely rude before hanging up.

  23. Having just completed (3/18) a flight from Miami Airport to Philadelphia, we found that the service in the Miami Airport by the American Airline people was not consistent with efficient or professional service. We were given incorrect directions to our check-in location, then again when we had to get in line for a security check. We were sent to the wrong location for that function. You are having customers print out boarding passes and it seems that we are doing everything but flying the planes. When my husband attempted to put our bags on the stand he was told, and not too pleasantly, that the wheels had to be in a certain position. On a positive note, our flight left on time, and arrived on time. The crew on the plane was professional and courteous. Your terminal people need some direction.

  24. My husband and I recently took a trip to the Virgin Islands and returned on 3/11/13. Our Flight home on American Eagle flight 4891 was delayed for take-off from St Thomas to San Juan. We were supposed to catch a connecting flight, American Airlines flight 1454 from San Juan to JFK in New York after a 2 hour layover. We were reassured in St. Thomas that we would make our connection and that the plane would wait for the connecting passengers.

    When we arrived in San Juan we discovered our flight had already taken off. In trying to resolve this we were scolded for going to the wrong counter (We were sent by an American Eagle employee to the American ticket counter). Amazingly though, even though we had committed that “faux pas,” he was able to print a Jet Blue ticket from his American terminal! Thankfully we were finally on our way to our destination – JFK in New York. When we asked about our baggage the American agent in San Juan wasn’t sure what to tell us. He said they had probably missed the flight to JFK as well but to check when we arrived there.

    As we expected, our bags did not follow us to New York so we filed a claim and were sent on our way back to Lisbon, CT 3 hours away from New York. The next morning, on 3/11/13, we called American Airlines about our bags and that’s where the runaround began. We were originally told that our bags SHOULD have made it to JFK that morning but they could not tell. After calling several other phone numbers we found on the internet, someone was nice enough to tell us that the bags had in fact arrived on flight 648 at 12:05 pm. They also told us that they sent a message to Jet Blue to come pick up the bags. We promptly contacted Jet Blue and were told that they had not received notification regarding our bags. I then called American Airlines at JFK and was put on hold for 25 minutes waiting for an answer. I was disconnected and had to call again only to explain my situation to yet another person. This person put me on hold for another 20 minutes. I then asked to speak with a supervisor and was put on hold for another 20 minutes. All together I spent 1 hour and 5 minutes in waiting to confirm that my bags were in fact sitting at the airport waiting for pickup.

    Frustrated and unsure if I should go out and replace the simplest of things like toothbrushes and toothpaste, I decided to call yet another number I found on the internet but was told that my bags, in fact, may not be at JFK airport and that the person who told me this was simply looking at a terminal and could only tell me what SHOULD have happened. Now I began to worry that my bags were not delayed but lost. Long story short, the folks at Jet Blue were more than happy to extend a helping hand and were most kind (especially since they inherited the problem and didn’t create it), they eventually sent a courier over to the airport to search for the elusive bags.

    I am sad to say I am disappointed in American Airline’s handling of this matter. We never received our bags until late in the day on March 13th. To add insult to injury we were charged $25 per bag by American Airlines for our return flight home even though we didn’t pay to check our bags on the way to the Virgin Islands. We asked why but weren’t given much of an explanation. We do understand the high volume of bags the airlines handles and processes on a daily basis can be difficult and these things happen. But we are disappointed in the lack of assistance and customer service we received. We plan to travel often in the near future but will think twice before booking flights with American Airlines.

  25. After reading some of these reviews I am very disappointed AA does not hire new management. I had a problem with leaving our iPad on the plane. When I went back to the gate no one would take the time to go back to the plane and check. We are extremely disappointed in the caring of this company and the people they hire. Because of this we are out a $400 iPad. I suggested they hire management from Southwest.

  26. The definition of customer service at American Airlines is not defined in any known terms. It does not address the customer or imply any service at all. My daughter, traveling solo, had the recent experience of waiting in line at Heathrow so long to check in that she missed the checkin by 2 MINUTES although the plane was at the gate for another 45 minutes. The agent, and I use that word generously, required she buy another ticket for a later flight at a cost of an additional $300. Then proceded to tell her the seat would be assigned at the gate. OK, issue resolved. YOU THINK! When the gate is assigned she goes to get her seat assigned and the ‘AGENT’ who would not allow her on the first flight cancelled her seat on both the first and second flight after taking her money! So she wasn’t off that first flight yet, THE AGENT took her off! And now she wasn’t on the second flight for which she paid additional money. Luckily we were in communication and she spoke with a supervisor who released a seat to her. When she asked who had cancelled the her reservation, they said they did not know. This all happened within a three hour period. She finally boarded 15 minutes before departure, I hope. So my husband and I contacted American Airlines to confirm if she was able to get on the plane and who had cancelled her flight, since there was a financial transaction and no financial transaction happens without a record of who created it, one would think, for accounting and theft security purposes alone. My husband called first and spoke to JAYNE FUENTES, a supervisor who after a long conversation gave us NO INFO. She could not tell us if my daughter got a seat on the flight, got on the plane, or who bungled the additional purchase. She really said that ‘they are open terminals and they do not register who is booking or accepting payment for a seat reservation.’ That is accurate accounting for you. So my husband thanked her politely for all her help at which point I stated JAYNE FUENTES told us nothing she was of no help at all. Then I called American Airlines and spoke to another supervisor, JANE GRAY, a person who should not be allowed to answer phones in a prison. I wanted to find out who processed the transaction, to file a complaint as what occurred should never happen. That transaction is the focal job of an agent, to make a reservation and issue a ticket, every agent should have that transaction mastered. I explained the situation starting with the fact that checkin took so long she was not allowed to checkin to a flight that was on the ground for 45 more minutes. JANE GRAY interrupted saying with attitude “She was missed her flight, that happens.” I continued with my explanation about how they charged my daughter for another ticket and as I was about to continue with ‘and they cancelled that reservation also,’ JANE GRAY interrupted again saying ‘she exchanged her ticket, THAT HAPPENS, THERE IS A CHARGE WHEN YOU EXCHANGE YOUR TICKET.’ At this point I told her I found her incredibly rude and continued on finishing the above statement about the new reservation having been cancelled at the same time they took her money for the flight. About an agent canceling reservations while accepting payment on that reservation, JANE GRAY said, again with attitude “THAT HAPPENS.” The last straw was JANE GRAY first saying that my daughter would have to ask for the name of the person who cancelled the reservation at the departing airport to which I stated she got a seat assignment 15 minutes before the flight left and they were not able to giver her the name and then saying if my daughter wanted to speak with a supervisor I would have to leave her phone number and they would call her back in an hour. This woman should not ven be on unemployment! Had she heard me at all or was she to busy making the THAT HAPPENS” excuse. Did she not hear me say they would not give my daughter the name of the person who bungled the transaction and she was hopefully going to be on a 6 hour flight in the next 10 minutes??? AND BY FAA RULES CAN NOT MAKE A PHONE CALL IN FLIGHT WITH HER PHONE! Needless to say this is not over, but I can NOT RECOMMEND AMERICAN AIRLINES to anyone, for their POOR SERVICE at the reservation desk, the check-in desk, their ‘customer service’ phone line and their supervisor training and attitude

  27. We recently, today the 24th, returned from a trip to Cancun/Rivera Maya area and could not understand that when are luggage was received on our departing flight from DFW on March 19th, that one of our bags was totally destroyed on the inside by someone in terminal D after it was checked in. Who would be in charge of doing this an American employee or the TSA? Someone has stolen a blue sapphire faced watch, and my our personal, 1979 College of Pharmacy ring, which had a sizable diamond mount in it. We have traveled to this area of Mexico since 1994 on majors airlines and have never had such a problem. Someone has hired some theives and it may be your company. (AA) Your company backgrounds and TSA background check are both jokes and this is part of your ongoing problems to take care of your customers. Please respond because I would like to know who is responsible for handling your departing bags in Dallas. (you won’t be able to pin this one on the mexicans)

    Sincerely,

    Dr. Guy W. Sheneman

  28. I live in NYC and work in the Fashion business making 30k a year, so buying a $360 flight was a huge deal for me. I recently applied for and received the AAdvantage credit card because due to business I will now be bicoastal and traveling NYC-LA very frequently, which was the reason for my last trip. I have been flying AA for many years which is why I chose them as my airline of choice for my upcoming bicoastal career. On my last flight #738 on March 25 2013 they lost my luggage and it has been over a week now. Due to the nature of my flight I had many valuables in that bag. I am in Fashion and have been collecting rare and expensive pieces throughout my life, many of which I brought with me and have collected on travels that I have flown with your company. This loss has not only given me many difficulties professionally but has also caused me extreme amounts of anxiety and stress. This is not just lost luggage we are talking about but a part of my life that is now gone. I am only asking that AA make this right and help me replace my items that are now gone, even though some are irreplaceable. I am concerned moving forward with this airline and this has obviously left me with a bad impression that I have never had before with AA. Please help me set this right so that I can continue to be a valued and happy customer of AA. Thank you very much and I hope to hear back soon. Chelsea Ward. Bag tag

  29. Ref. : flight AA959 Miami-Panama March 5, 2013
    flight AA112 Miami-Barcelona March 26, 2013
    booking reference MKFCFC

    I am addressing this letter to you to express my dissatisfaction about your services with regard to the flights referred to above.

    Upon arrival in Panama with flight AA959 one of the 2 luggages, a Roncato luggage, ( pictures attached ) value €189 arrived broken. I immediately went to the appropriate office inside the airport, where the only comment was that they handed me a « checking Article Damage notice », which I enclose herewith. I spent the next day shopping for a new luggage and trying to get in touch with your offices via the telephone numbers indicated on the said document without, however, receiving any reply – the phone is never answered and the line goes blank after several minutes of waiting, no matter which number I dial. I thus proceed my travel and upon my arrival in Miami airport for my return trip (flight AA2198 on March 24) I again try to contact your office at the airport, but the only advice they could give me was to issue a complaint via your website, which I am now doing.

    Apart from the above, I do have another – and probably more serious – complaint. At the time of my reservation I paid an extra $88 ($44 each) for extra comfort seats. To my surprise, the seats turned out to be the normal – no extra – seats. In fact, they were even worse, since there was a box fixed to the floor under the seat in front, which limited the movement of my legs. I asked the flight attendant for some explanation and she replied that I paid extra only so I could exit the plane more rapidly but paying an extra $40 each was no guarantee for a more comfortable seat. Now, let me explain to you that I have a very long flight experience during my working career, having been a member of, amongst others, the Diamond Club of Cathay Pacific, Freccia Alata of Alitatlia, Swissair Travel Club, Sabena, Air Afrique, Lufthansa, Iberia, Spanair, Singapore Airlines, etc but this is the first time that a flight attendant gave me such a no-sense reply, treating me like an ignorant passenger and threatening to de-plane me if I continued to complain. I thus decided that it would be better if I wrote to you directly than trying to get a decent reply on the plane.

    All the above reasons oblige me to demand a refund of the €189 of my damaged luggage and the $88 I paid in vain as a supplement for an extra comfort seat which was not available.

    I sincerely hope to receive a favourable reply within the next few days, so I can continue using American Airlines for my travel.

    Yours sincerely,

    C. SACCANI

  30. April 16, 2013
    Dear American Airlines:
    On April 15th, 2013 I received a check in the mail from you and was extremely disappointed when I opened the envelope to see the check written out was approximately 1/4th the amount I had originally submitted for reimbursement. I was even more disappointed and disheartened that your company failed to honor the promise of up to $200 incidental coverage your representative had approved.
    One thing I couldn’t understand is how your letter indicated that amounts for immediate use would be honored if the receipts were clear and legible. How could my $46 cab ride from The Embassy Suites to Wal-Mart not be legible? I only received enough to cover my toiletries at Wal-Mart. Since I did not arrive to my hotel until about 11:15PM on Tuesday evening, all the stores were closed except for Wal-Mart in Blue Ash, OH and I had to call a shuttle service to take me to buy items I needed. Your company could have at the very least honored the shuttle ride fare and any additional incidentals that I incurred since you promised to reimburse up to the allotted amount.
    I not only had to waste $50 in baggage fees, but I experienced horrible landing by your pilots, extremely crowded and small planes, rude flight attendants, and complete imbeciles that handled my luggage because they clearly were illiterate and could not read “San Antonio to Cincinnati, OH and sent it to Grand Rapids, MI.”
    If you took the time to hire qualified people to work for your airlines then perhaps you wouldn’t be in the financial wherewithal that you’re experiencing. Maybe you wouldn’t have to consistently oversell your seats so that passengers boycott your airline and use other more reputable and reliable companies such as Southwest or United. These employees that lack professionalism and common sense are detrimental to your company because it tarnishes your reputation.
    I have included an article that outlines your firm as being the worst airline in the industry which is not something to be proud of. Based on my experience I will say that I am never going to fly with your company again, and neither will anyone I know. I have already publically announced my frustrations with your airline on all the social networking sites. As someone that travels both domestically and internationally I can say that I have never experienced such horrible experiences as I have with your airline. The only saving grace you have is to honor the request that I submitted. I have kept photocopies because I’ve heard that you’re also known to deny any reimbursement request which is very disappointing as well.

    Frustrated frequent flyer,

    Helen Dao

  31. Dear American Airlines, I am a long term Platinum member (75A58V0) with over
    1.5m miles of AA travels, I have always enjoyed traveling American and have
    have sent “kudos” through your “recommendation” program
    recognizing great service.

    I would like to highlight something that has happened to me
    a few times during my travels and as recently as last week
    when I traveled from LAX to Narita

    As you know on long trips the Video/Movies as an important and
    “time pass” means of battling the long ardous flights.

    My last flight was very ardous as the Video System on my seat did not work ,
    I would not complain as much but this has happened a few times to me as I travel
    to Asia frequently…….this should be thoroughly checked for each passenger
    as we look forward to kill time (especially for folks who cannot sleep)

    I am in Asia now and dread the thought of flying back without the help of the
    video system (albeit returning on Cathay operated by AA 0n the 18th)

    I love AA but please make sure they ensure things like the entertainment and other things are thoroughly checked…..especially for the long haul.

    Thank you for listening.
    Surya Singh.

  32. We had a less than acceptable experierce over the weekend regarding wheelchair transportation……
    1) May 3 at ORD we had to ask for a wheelchair which
    was on computer….a nice women then helped us to
    gate
    2) upon arrival at LGA there was a chair and attendant waiting for us…..GOOD
    3) May 5 at HPN we had to find chair…woman attendant could not push passenger up ramp onto plane, so he walked…..When we arrived at ORD we had to find chair at another gate….no attendant, so family had to fill in…..there should have been attendant waiting for us upon arrival….the ticked agent at HPN said transportation was noted in computer……
    our trip locater no. for the trip was ZMICEK……
    Please look into this so other passengers won’t have the same experience…..I would like a reply from you also..
    thank you…….Joan Litt

  33. Flight crew today’s flight 1980 MIA to DCA is OUTSTANDING! Great sense of humor, attentive, and efficient.

  34. I flew with AA 3671 from Denver to Los Angeles. Christian Robinson was the flight attendant in the first class cabin. He provided me with an excellent service, friendliness and attentiveness. Job well done.

  35. Dear Sir or Madame:

    I am writing to inform you of my horrible experience flying on American Airlines. First off, I was confirmed on flight # 1696 from New Orleans to Chicago for a 5:15 departure on 7/9/07. Needless to say after several changes to this departure time with little or no communication from an Airline representative regarding the delay (until the flight time elapsed and no updates were made) I inquired and learned that the delay was a direct result of inclement weather. Upon arrival to Chicago’s O’Hare Airport, I learned that after presenting to my departure gate for my connection, that the flight # 4169 departed under 20 minutes prior to my arrival at the gate. After conversing with an American Airline’s staff member (who was less than sympathetic to my situation, I learned that I was booked on another flight the following morning at 8:00 am. (A day I was scheduled to return to work).

    I attempted to purchase some food at the nearby McDonalds Restaurant, just to find out that all of their food, with the exception of fries and sodas were completely sold out!

    I tried to make reservations for a nearby hotel through your Airline Accommodations services just to learn that there were no vacant rooms available.

    I was left to join the rest of the displaced passengers to sleep in the airport terminal on a cot with a blanket and pillow. I am appalled that in the 21st Century, I had to experience this level of humiliation. I have never heard of such a thing in all my years of flying. I think this experience is a great example of how large corporations treat customers in a society where the bottom line is their only concern. Overbooking flights, poor scheduling, infrequent and ineffective communication and above all despicable customer service!

    Based on this experience I can only conclude that this practice appears to be business as usual for American Airlines, especially after witnessing signs about not removing cots from designated areas. How can a company justify having over 50 adults sleep on cots in an airplane terminal? This must be a concern for the Fire Marshals! As you can imagine, this experience was horrendous for my husband and I and as far as we are concerned American Airlines has forever lost us as customers. At this point you may choose or refuse to respond to this letter. As for us, we have taken pictures of this horrible experience and we will share them with all of our family and friends and perhaps even the news media.

    This practice is not one American Airlines should continue to practice as is dehumanizing and down right inconsiderate of paying customers. This experience has completely left a bad taste in my mouth and it took away from the great vacation I recently experienced .

    A Dissatisfied Customer,

    Debbie L. Cadet

  36. I live in Louisiana, I flew out of Dallas,Tx 6/21 returning 6/29 to be able to get a direct flight to Baltimore & back. Upon my return to Dallas ( I didn’t notice until I was outside and on the P-express bus) that my luggage was completely torn on the entire right side.
    I called AA customer service this Monday morning and was told that I missed the 24 Hour window plus I would have to report this to the Dallas airport (where I returned -2 1/2 Hours away). So not only do we (the customer) have to pay to check our luggage each way),we also have to pay for the previlage of having the ground crew destroy it.
    THANKS AA.
    I will make arrangements to fly a differant airlines in the future.

  37. American Airlines has the worst customer service of all airlines I have used in my 63 years. My wife’s anniversary earrings were stolen out of her suitcase on June 20, 2013 and Customer service has REFUSED to contact us back after reporting the thief the day it happened. They have REFUSED to return messages left or even send us an email. If the workers are allowed to steal from customers, what would stop them from putting SOMETHING into your bag. Think about that before you fly American again.

  38. On 7/19/2013 I flew through American airlines from Columbus Ohio to Las Vegas Nevada. We had a layover in Dallas Tx, at your Fort Worth airport. I had the worst experience I have ever had with the American Airlines representatives there and when I called customer service they were no help either. First, one of your representatives sent us to the wrong gate; I had to ask a representative where our flight would be departing from because a gate number was not on my boarding pass. We went to the gate instructed and were sent to the wrong gate, since we were at the wrong gate we did not hear our departing flight information causing us to miss our flight. We went to the counter asking for a status of our flight because we had heard nothing, one AA attendant at the station was not willing to look anything up because she was typing or doing something else. I explained to her that it was important because we could miss our flight. She didn’t care. Even though there was a long line of people waiting to speak with the only AA rep available. I waited in line for as long as I could, I then saw an AA representative walking by and I stopped her for help, she said there was nothing she could do and sent us to another AA desk. We went to that desk and we were told our plane was right there outside getting ready to take off and that they would not let us on the plane because if they called the AA representatives on the plane and ask them to wait for us it makes everybody crazy?? However, the only thing he could do was put us on standby for no cost since it we were giving wrong information. He also explained people had been on standby that morning and had been waiting there all day. At this point I was very upset, and called your customer service department I spoke with a representative who could care less, I then requested to speak with a supervisor and she was worst. After I explained the situation to her, she never apologized or anything she just stated well why didn’t you look at the flight information posted at the airport. I explained to her that they even made an announcement due to delayed flights, and gate changes not to rely on the information posted. So that was not updated either! She did not care, and was not willing to help. After being delayed and delayed, I called back to customer service and finally spoke with a lady name Ms Lewis who understood and offered what she was willing to do. She was very nice and helpful. She was able to book us on a plane, not standby so that we would be able to make the next flight for sure. I really appreciate her. However, I wanted to report this incident so that hopefully some training can be provided to your representatives at the Fort Worth location and some of your customer service representatives

  39. I just got off the phone with Connie Sanders in the DFW office. I asked for her name because she was so kind and helpful to us. I have not often encountered someone so helpful and caring. If all your representatives could be like her you would have a wonderful airline. She completely solved our problem quickly and efficiently. After spending six hours and a trip to our local airport, we finally were able to get connected to Connie was able to resolve our issues. Thank you, Connie

  40. Undeniably believe that which you said. Your favorite reason appeared to be on the net the simplest factor to remember of. I say to you, I definitely get annoyed at the same time as other folks think about concerns that they plainly do not recognize about. You managed to hit the nail upon the top and also defined out the entire thing with no need side-effects , folks could take a signal. Will probably be again to get more. Thanks

  41. Trying to change a reservation date for the last 3 days/nights. Every agent we have gotten has either transferred us out of our call creating another hours wait or has hung up on our call. All I want to do is change my existing hold reservation from October 4 to October 1. How easy could that be. So incredibly aggravated at the lack of service, courtesy and competence.

  42. I was to inform you of my not so pleasant expericences with your airline, and requesting a refund of my flight. First of all I was suppose to be on the 7:55am flight from Gulftport,MS. to Watertown NY some how I ended up on what suppose 10;am flightwhich i didn’t leave until 1:20pm on my anniversary date and dinner which didn’t get me to my destination until 9

  43. My husband and I were on the first flight starting between LAX and Indianapolis on August 27th. We are so thankful to American for starting this flight….so much easier than going thru Dallas and the going and returning flight times are great. Thank you American Airlines for starting this nonstop. We have already flown it several times. I understand that Delta and Southwest also have the same nonstop.

  44. There’s nothing like having AA employees take over gate 46 terminal d on Sunday, November 3. Is this their breakroom? Six guys for an hour and I see that several are “chiefs” on the uniform patch. I’m so glad I paid to listen to Felix and Guerillmo yell and laugh for an hour

  45. I recently took a flight from JFK to St Thomas on a Saturday 8 am flight and had the most helpful, efficient knonwledgable flight attendant she was great. I would love to thanks her for making my trip more enjoyable.

    PS I had her on the return flight and it was evenm better she lives in the Phillie area and I lived in the same area for couple years so we had a conversation about that .

    She was great and I hope she is on the flight next spet when I am going back to St Thomas

    Thanks Mike

  46. As it turned out, we got into Miami 35 minutes early, at gate 36, as we we’re walking to gate 6 for our 12:40 flight into St. Thomas, we noticed that at gate 21, a flight into St Thomas was departing in 35 minutes, as I struggled to speak to an AA agent, (3 were in conversation together, who did not acknowledge me until I finally spoke up) and I asked if the flight was full. To which they replied, no! I then explained that I was just in from Detroit, would love to get in somewhat sooner. And I’m sure, that you would have booked me on that flight had you known I could have made it!! Which behooves me why AA would not be HAPPY, to rebook me onto that bird!!!! It benefits me, and you, since I am a happy passenger, not spending more vacation time in a airport, and AA should be happy to please me, plus have two more seats available for someone else, on a later flight!!

    BUT NO!!! AA must charge a $75.00 per person rebooking fee!!! And not done apologetically, but with attitude! So the end result was, beginning our vacation with disappointment, and a, “upset stomach” due to unnecessary strife, poor communication, and a poor AA policy.

    I fully expect that you will contact me at some point, after our return on Dec. 22 2013. I am not one to write letters, so to sit down, on this beautiful St.Thomas beach, and spend 2-3 hours, constructing this, I feel that AA should have the courtesy to contact me, and make this right.

    Sent from my iPad it turned out, we got into Miami 35 minutes early, at gate 36, as we we’re walking to gate 6 for our 12:40 flight into St. Thomas, we noticed that at gate 21, a flight into St Thomas was departing in 35 minutes, as I struggled to speak to an AA agent, (3 were in conversation together, who did not acknowledge me until I finally spoke up) and I asked if the flight was full. To which they replied, no! I then explained that I was just in from Detroit, would love to get in somewhat sooner. And I’m sure, that you would have booked me on that flight had you known I could have made it!! Which behooves me why AA would not be HAPPY, to rebook me onto that bird!!!! It benefits me, and you, since I am a happy passenger, not spending more vacation time in a airport, and AA should be happy to please me, plus have two more seats available for someone else, on a later flight!!

    BUT NO!!! AA must charge a $75.00 per person rebooking fee!!! And not done apologetically, but with attitude! So the end result was, beginning our vacation with disappointment, and a, “upset stomach” due to unnecessary strife, poor communication, and a poor AA policy.

    I fully expect that you will contact me at some point, after our return on Dec. 22 2013. I am not one to write letters, so to sit down, on this beautiful St.Thomas beach, and spend 2-3 hours, constructing this, I feel that AA should have the courtesy to contact me, and make this right.
    Don Galat

  47. Hope you received complaint for Christopher myers about January 5 Cincinnati to Dallas mismanagement by American Airlines and American eagle

  48. i would like to know if there are direct flights from jfk to barbados in september 2014 i am tryng to book a flight and cant get a direct flight has the system changed

  49. On Jan 10th 2014, we had a return flight from Miami to Seattle. This was a direct flight which should have been 6.5 hrs. We boarded about 30 min late, only to hear from the captain that we were still waiting for fuel and still did not have confirmation as to when, but that it would take at least 20 min to refuel. Finally after 1 hour on the plane, we had refueled, only to hear that an armrest was broken and we were waiting for a repair. We had been on the plan for 1.5 hrs, before take-off. WHY, would you board passengers on that long of a flight BEFORE refueling, especially not having an ETA for the fuel? To make it even worse, the beverage cart was passed ONE Time during the entire flight. When asking for additional water, the flight attendants were irritated. When ordering food, They were low on some products and I was asked “are you sure you want the salad? there are only 2 left”. during the flight, the attendants were hiding in the back, not checking on passengers. Many passengers had to go looking for them to request more water. I made the mistake of choosing this airline for price, and will never make that mistake again. This is my first and last time flying with American, and now I will return to Alaska airlines. They seem to love their job and their passengers.

  50. I flew from Albuquerque, NM to
    dallas,TX on Jan. 2. After goining to 3 gates from 1 end of concourse to the other only to find out that my plane had been cancelled to Tampa.I was supposed to leave around 1:00 pm and arrive in Tampa at 4:30. I did not get into Tampa until a little after 9:30 PM. I was called over to an American airlines employee and was told I would get a free round trip ticket for the inconvience. She took down all of my information and said I would be getting info in the mail and also an email. I have not received anything and it has been over a month. I would like to be contacted about this problem and get it solved. I was in the airport for 6 hrs and I feel I deserve a free ticket. I expect to hear from you soon about this matter and receive info. about my free ticket. 2/7/14

    a .

  51. I booked round trip flight last Thurs online departing MFE to DFW for a weekend with my 3 little grand daughters got to airport went to kiosk cannot give me a seat I am 1 hour 15 min before flight and was told at gate flight over book and I never got a seat had to wait 3 hours and got on that flight my daughter could not pick me up because babysitter could not stay longer so another added $80 to cost of your airline flight of $720! Today Sunday we leave church early so I can get to DFW to be told 1:15 flight is now 2:15 but we left DFW at 4:10pm get to McAllen jet bridge not working same thing on my flight 3 weeks ago so we sit on this plane for 30 minutes then they tow us to another gate!!! For the cost of a ticket at $720….this is NOT acceptable. I have 230,000 miles and I was NOT even upgraded to first? I used to be upgraded every trip till your MERGER? Your service and cost have made us say Southwest is BEST option. Most of flyers agree. You need to think of flyers you WILL lose? Thanks Dr and Mrs Trey Fulp

  52. Stranded in San Diego, CA. Tried to call customer relations number, but web page lists the same number as cargo number. Is this to avoid phone calls. Waited over two hours for a return call from reservations.

    Weather caused delay, but 4 days later for a flight? We need help now.

  53. I am a lucky shareholder, who did not sell it’ shares before the
    merger. It was fortunately a wise decision, thanks to your gene-
    rosity to us shareholders. Management and all personnel of AAL are obviously doing a great job, reflected in the steady rise of
    the AAL stock.
    Tomorrow, on my BIRTHDAY, I’ll treat your 3rd share allocation as a special birthday present from all of you and tank you since-
    rely for it.
    Best wishes to all AAL employees, managers and their families!
    Nicolas Bauer

  54. My husband and I had flight reservations for today (March 15, 2014) and after a routine heart scan on Wednesday of this week, he was diagnosed with a severe heart problem. On Friday, March 14, 2014 he had to have a heart catherization and it was impossible for us to go on our vacation. I called American Airlines Customer Service and was nicely told “tough luck”. If I want to use those tickes that we have already paid $730 for in the future it will cost me another $400 in cancellation fees. I have a written statement from my husband’s cardiologist that he absolutely needed the procedure and needed it immediately. Their best advice was that I should have purchased insurance. Nice way to do business American Airlines!

  55. My complaint is, on March 8th. My luggage was delayed from Chicago, my destination was Dane County Airport Madison Wi. When it had arrived, it was delivered. However, the luggage had been destroyed and taped up. I called in a complaint right away. I had been givin several phone numbers and the firt one was just a recording to leave my phone and someone would get back to me. i tried several days and no one ever got back to me. Basicially, i got nothing but a runarround!!! I am not happy with American Airline right now! If my luggage is not replaced. Then i DO NOT expect to pay for my check in luggage on my return the 25th of March. Please have the respect of other peoples property and do the right thing by taking care of your customers. This does not set a very good example for American Airlines. And I fly with you ALLOT!

    Thank you,

    Carmon Hudson

  56. Reading the article in Yahoo! about a AA rep writing “deaf and dumb” on their luggage is rude and they deserve more than a fake apology. you just lost a customer.

  57. AA lost my baggage in Miami by not having it with me on my flight to Talahassee, Fl and when I lodged a complaint they gave me a file locator to check status. It took 3 days to get my luggage and I had to travel to Panama City Aprt to get my luggage after Tallahassee Aprt got it and sent it to Atlanta then to PC by Delta. When I filed in Tallahassee I was told my luggage would be delivered by fed ex to my home. A lie and they did not even update their website with status of my luggage for 3 days. Terrible service and it took ages to find a rep in Talahassee Aprt and to speak to a AA baggage lost-rep when I tried to follow up on where my luggage was. I only located it on my own initiative thru no help from AA.

  58. SOY RUMANA Y E COMPRADO UN PASAJE A CALI CON ESCALA EN MIAMI PERO ME AN COMENTADO QUE SI NO TENGO VISADO NO PUEDO VIAJAR??? QUE PUEDO ACER YA QUE E COMPRADO EL PASAJE???

  59. I just boarded flight 2578 from lax to SJC and sat down then was lectured to about where I put my bag in the overhead. It was an embarrassing moment for me and I frankly did not at all appreciate this flight attendant’s extremely loud and arrogant attitude. Her approach was awful and hurts your reputation as an airline. I’m an exec plat flyer and thought you should know.

    This is the April 30th flight to SJC.

    8md6384

    Dissatisfied flyer,
    Brian

  60. My friend of mine booked my mom a reservation from haiti to miami fl I paid her $300 to buy me the fares however she did not told me the flight will be booking on a nonrevenue flight it was a ridicullus moment for all of us, quesion I have if the seat is not guarantee why did she took the money from me

  61. My daughter Lindsey VanSparrentak was delayed in Africa on your sister airlines which delayed her arrival into Chicago by 24 hours. I was charged $200.oo more dollars to change her flight which was already a $300.00 dollar ticket for a one way travel from Chicago to Cleveland. She flew in on 2898 last evening which was also delayed by 2 hours. These charges are absurd. I fell we should not have been charged anything extra. A credit to my card would be greatly appreciated.
    THANK-YOU,
    Tammy VanSparrentak

  62. I recently flew your airlines, the attendants and pilots were very nice and all were smooth rides. However 3 out of my 4 flights were delayed, on 5/16/14, I was supposed to depart Dayton flight#1304 at 5:45pm, we did not depart until 6:20pm to Dallas, my connecting flight#1072 to Tampa was also delayed we were to arrive at 11:50pm; we arrived at 12:27am. On my return 5/25/14, my flight#1213 back from Tampa was on time, prior to arrival in Dallas they announced there would be someone at the gate to let us know gate numbers for our connecting flight#1304, no one was there, I went to an airport screen which said the plane was on a 1hr delay and would leave at gate#A14 at 9:05pm, at 8:45 they announced the gate had changed to A38, which was at the other end; I rushed to the other gate to learn there was another delay until 9:20pm. I was supposed to arrive in Dayton at 11:15pm and did not arrive until 12:30am. I have not traveled with your airline in some time, I travel to Florida 2-3 times a year. I hope the next time I fly with your airline my experience with be on a more timely schedule and more organized.

  63. Had two on time wonderful flights yesterday, #2261 and 4221. Great service. However, at LAX all the good will disappeared when it took 40 minutes to get our bags from 2261. I am an AA Platinum member and have never had this happen before. It’s no wonder people are loathe to check bags – regardless of the cost it’s the wait that’s unacceptable.

  64. Hi my name is larneta and i flew with American Airlines for the first time to do a suprise bridal shower for my best friend,but when I landed my baggage was not there.they sent my baggage to Wisconsin. Ihad EVERYTHING for the suprise bridal shower in those bags.I couldnt figure out why they where in Wisconsin and I didnt care I just wanted them to be where I was right away.So I had to cancel everything. All her family and his family and friends.I was literally crying in the airport she didnt even know I was there I came early just for the suprise. This was the first time Ive ever threw a suprise anything and for a very special occasion,my best friend in the whole world was getting married.Do you know how hard it is to plan a party for someone and your out of town.Im actually so against surprise partys now American Airlines you ‘ve done more then ruined things.Then on top of that the baggage claim people where trying so hard to help but said it was nothing they could do and said that it was best to email you.Well heres my email Im still upset about it.Thats something you cant take back

  65. Never I repeat never will I choose American Airlines. Again.Totally unprofessional employees from the ticket agent to flight attendants. All the jokes I have heard about it being a ” cattle hauler ” airline is unfortunately true in my recent experience.very sad.

  66. january 26 my son flew non stop from st. louis to laguardia airport new york. He arrived, his baggage didn’t. He reported at the airport that his bag did not come off the plane. The lady at the booth checked the claim ticket. The bag had not left St. Louis. She gave him a locator number and told him they would be contacting him soon. They could not find it so they sent him a form to fill out of his belongings in the bag. He sent it in. They did not believe he had those items in his bag. They insisted on receipts. Anyone keep their receipts for months? So they denied his claim. The customer service says to refile, he does, he’s denied again by Central Baggage Service. I have contacted the CEO, and Supervisor of the Baggage claim. Its a big run around and still no compensation. I find it so crooked that they lose your luggage but can be judge, jury and executioner on what they will or will not pay. Glad burglars don’t get that much control.
    We will not fly American Airlines ever again, and neither will my friends and family. they will lose a LOT more than the $863 he listed.

  67. Had a issue on a flight with American Airlines
    For over 2 weeks have e-mailed customer service and never heard back from them
    Worst service ever
    Will blog this everywhere I can
    never ever received such poor service and a company that simply doesn’t care about there paying customers
    Un Believeable

  68. On Aug. 2, at 10:00 pm, I arrived from Bolivia and had to find a way to manage my luggage and wait for 13 hrs. for my last flight. A woman, at O’Hare Airport, service rep. was very helpful and friendly to me, helped me get my plan settled so I could wait in the airport with my luggage. She was a great help.

  69. Good night
    I am Josue GEORGES, I bought a ticket on Dec 8, 2013 for Montreal, and here is the Record Locator: ZWOVJZ. I cancelled the trip and the ticket is stayed open till December next. Now I’d like to have a trip to Montreal on September 17th to october 7th. Please let me know anything else I have to do.
    Thank you very much!
    Josue

  70. Dear American Airlines
    On 7/18/14 my husband and I were on your flight 67 from BCN to Jfk. We boarded the plane and found that it had no wifi or entertainment options at the seat. When the meal was served we asked the flight attendant if the meal had any peppers(the vegetable) in it as the “chicken” and other ingredients were unrecognizable. My husband is highly allergic to peppers and he had to be certain there were none. The attendant said she had no idea of what the food ingredients were in either selection so he did not eat. How difficult would it be for your catering dept to send a list of ingredients for this kind of issue? The aircraft itself was old and warn on the inside. When got on the plane, the coach section smelled of fecal matter and it took quite a while for the smell to dissipate. It was not surprising to find that the lavatories were quite dirty and smelled as if they had not been cleaned in between flights. I had a family behind us with very active children who were kicking our seats and banging their fists on lowered tray tables like drums. After repeated comments to the parents with no result, I asked the flight attendant to speak to the family. She said ” the passengers in front of you want me to tell you to stop the banging on their seats.” Couldn’t she have supported me in solving this issue instead of making me look like I was complaining needlessly? I have been a fan of AA for many years when I was a travel agency owner 20 yrs ago. The food catering was outstanding even in coach and the service was top notch.
    Times have changed and its very sad. BTW – Our flight to Madrid was with Iberia and the experience was the complete opposite! The aircraft was bright, clean and modern and the food choices were appetizing and the attendants were aware of food ingredients. Obviously it can be done right!

  71. Senores Ameican Airlines,yo Yolanda Alvarado, viaje en su aeolinea el dia sabado 23 de Agosto del 2014, Caracas to Miami este vuelo #914 tuvo un retraso de 45 minutos en salir por ende he llegado tarde a Miami y perdi mi conexion rumbo New York,YFK,fui al counter y la sra. me dijo q yo tenia que correr con los gastos que no era su culpa eso era lo que l aerolinea podia hacer por mi,no es justo que yo tenga que pagar hotel,comida por culpa del retraso,yo llame esa noche en el hotel y hable con srta.Sandra Galves y me dijo que no podia ser que yo pagara por eso que le scaneara el boleto qu decia passenger pays se lo pase llame y claro me atendio otra persona Samuel Martinez y dijo que cuando tomara la conecion to N.Y volviera al counter y expusiera mi problema el sr. E.Gonzales trato de ayudar y la supervisora Dennisse Joseph le dijo que no se podia hacer nada y q no se podia perder mas tiempo conmigo a ustedes les parece justo este trato hacia mi una costumer que tenia planeado un viaje directo y se cancelo luego con el mismo momto que pague tuve q tomar el vuelo con escala y aparte de todo pasa esto les agradeceria y tomaran en cuenta lo succedido code;UQAHQD/AAvuelo de llegada a NY 1260 en espera de respuesta ante lo espuesto que atntamente Yolanda Alvarado gracias

  72. senores American Airlines me dirigo a ustedes yo Yolanda Alvarado,mande una nota anterior la cual no se si llego resumo perdi mi conexion saliendo vuelo retrazado 4 minutos tarde que tenia saliendo de Caracas to Miami vuelo 914 code#UQAHQD/AA perdi mi conexion yendo a NY y tuve que acarrear yo con los gastos no es justo que el vuelo se retraso por traffic aereo y yo pague con hotel y comida agradeceria y se me rreconozca lo ocurrido esto ocurrio el dia 23 de Agosto de 2014sin mas agradezco su atencion 201 921 8130 o mi mail gracias

  73. My friend and I traveled from Charlotte, NC to Dallas Fort Worth to Colorado Springs on the 11 Aug return on Aug 16.
    Most all off my flights are to Florida.
    The crew members were the most non caring I have ever been on a flight with. It reminded me off my days in the hotel business when we had union and non union teams. I will never fly American again I I have to go west I will drive.
    If your management could fly Southwest you would see what I am talking about
    Thanks,
    Kathleen George

  74. Last year, due to incoming storms that was clearly predicted a flight (at the last minute ) was cancelled.
    Rather than a repeat of this, it seems the weather should be watched closer. There is as of now a 80% chance of rain, storm, possible tornado outbreaks.
    I would prefer to fly this Monday vs Sat but was told I would be charged a fee. That’s incredible , considering I have been flying with American for over 6 yrs and would never consider flying with anyone else ever.
    I Hope things don’t get cancelled at the last minute. Myson is a storm watcher, and is worried as I am. My mom is having surgery next week and expects me there safe and sound. Please keep that in mind. I am going to do my share of praying and hope this will work out.
    Thanks in advance.
    Carolyn

  75. Sept,12,2014-BGM#4373 @11:34 to PHL @12:38 Seat 3F Window

    The gentleman in the first of 2 seats was a very huge man who took up his seat and half of mine.
    I thought there to be a policy for overweight people. I was up against the window the entire trip.I paid for my seat but as it turned out I really didn’t have one. With the Old Piedmont still flying thinking American would do better, unhappy all around.
    Judith M. Popolo

  76. I flew from Orlando to Dallas to Las Vegas yesterday and when I got home and unpacked, I noticed one of my items was missing from one of my checked bags.It was a shaving kit that was in a zippered pocket on the outside of a bag. I called customer service in Las Vegas and was told there is nothing they can do. Now normally this would not be that big of a deal because I didn’t have any prescription medication in the kit, only over the counter medicine and toiletries which cost me roughly $50.00 to replace. I also had cash money in the kit and I guess that was my fault, but American will do nothing about it. I absolutely hate thieves and am totally disappointed in American Airlines.

  77. On our last trip the leg of the trip from lax to Dallas was the worst I’ve ever had .The seating was so tight I could not read a magazine due to the tightness of the seating I believe the plane was an A 320 ,please contact me there are a couple things about the service in general,thank you, Brian Galbally

  78. I can not get the complaint section of the American Airlines website to work. So this is the only place i can find to post my information before mailing it to the cooperate office.
    My husband and i had a flight leaving Richmond Virginia with a final destination of Seattle Washington. We are familiar with flying and had flown other airlines earlier that week going to and from multiple destinations. We had all our information and went to use the American Airlines kiosk to print our boarding passes. The kiosk didnt ask if those who are flying are military personnel so we started over and waited in line to speak to a representative at the counter. Once we were up at the counter we told a lady behind the counter that my husband is in the military and we had two bags to check in. Thats when we were informed that our bags where over weight and it would be 250$ extra. We requested for the lady to show us where the package pricing is written. She was unable to provide that information and went on to tell us we could look it up ourselves. My husband who is enlisted in the U.S. Coast Guard has never had to pay extra or any amount for baggage, on orders or personal. My husband gave her the 250$ and that is when the representative we were speaking with soon became very rude and threatened to cancel our entire flight. In her words towards another representative behind the counter, “I dont want to work with these people.” However she didnt want to hand back our money when i asked her for it. We had flown three times in the week before this encounter and every other airline treated military on personal travel or on orders with the up most respect. As i stood at the counter pleading for the women to not cancel our flights and getting very upset about the fact that we were being treated with such disrespect, i was highly considering walking over and paying for another flight. I am requesting a refund for our baggage and our flight. There was no reason for us to experience what we did. You have lost all chance of us referring American to anyone else. “We’re American Airlines, doing what we do best.” Your slogan didnt pretray your actions, having American in the name and completely not supporting our service men and women. We also have a frequent flyer credit card with US Airways and we will be canceling and cutting up the card if this is not resolved. We fly around 10,000 miles a year and will be taking our business to Delta or Southwest.

  79. on oct,21 I was returning home from dallas tx to Greensboro n.c. on fligt aa3071 while on my assigned seat a cockaroach was in the front seat in front of me the person sitting next to me saw it to we called the fligt atendent and would not come untell several calls for her attention the brot a man to come check an just said its ok and left we had to ride all the way home wondering where that cockaroach was and were did it go it was a very discusting trip but had to take it back home .

  80. I have always used continental airways and had changed to American but after this incident I don’t think ill ever fly with you guys anymore a cockaroach on a airplain im sure everyone on facebook would want to no about this even the news very discustin and nasty I thought airplains were pest contal free.

  81. PLEASE !!!!
    My reference number is 1-2071242862
    I am waiting for an ANSWER to my request not only a kind letter you said you received my complains.
    Answer please.
    Your web site is a disaster if someone has to complain!!
    Ernesto Girombelli

  82. 27th Oct. I flew from Chicago to Manchester on AA54. You used a B757 which was totally unsuitable for a 7 hr journey. The seats spec/recline/legroom were what I would expect on a holiday charter or commuter flight of one hour. Furthermore, the reading light did not work and apart from the film there was no channel open for music. When I tried to sleep the picture was glaring down on me and there was no eye covers offered. I guess the plain was 25 years old. I flew much more modern aircraft all over the world in the 90’s and 00’s. How can this be?
    On a positive note the crew were first class.

  83. I have spent hours on the phone trying to untangle a mistake made in making reservations with American Airlines online. After going through all of the steps in reserving a flight for my family of 3 (Brian, Marcela & Lorenzo Hawk) and adding my credit card no. to pay for the 3 flights, I did not get a confirmation, but a window on my computer screen that said “This page cannot be displayed”. I took that to mean that the transaction did not go through, so I started all over again with a different travel agency. The same thing happened again and I tried with yet another agency thinking it did not go through properly. After the third try, it went through and I got a confirmation from Orbitz. When I received my credit card statement from Citibank, I was shocked to see listed NINE entries instead of three! One was from Orbitz, one from Hotwire, and the other from Expedia. I need to have only one agency’s listing to be valid and need to get the other two canceled and off of my bill. Would you please help me?

  84. I can not understand why I can not have the opportunity to select a seat on flight #1848 from DFW to Bos confirmation LGGSNS
    On the 1st leg of the round trip Bos to DFW DTVDGW I was able to get a seat – Explain why – Dividend #4311194

  85. I was overcharged for a third piece of luggage on an international trip USA to Uruguay. I have tried using the website email to try to get a refund; no response. When I call the customer service number, there is no option to address my issue and I seem to continually get caught up in an electronic loop. I will have to issue a complaint through American Express which I did not want to do.

    Poor customer service!!!

  86. Bravo to American Airlines for giving the surprise increase to your employees. And not cowering to the disgruntled passenger on todays La Guardia flight. Just because some attendents were cheerful and wished him a Very Merry Christmas. Really ?? It’s about time we took back our best wishes and grumpy people just stay off the planes and keep their opinions to themselves. I for one am tired of the politically correct. Don’t like the way we Americans are then go to what ever country you came from. I don’t fly and I guarantee you that when I do fly it will be with American ……… Bravo and keep the good work up folks

  87. contacting a real person at AA customer service is next to impossible. The web site list a phone number, which is for cargo and that only references a web site that is no help at all.

  88. Me and my wife had to face a maintenance issue at the airport, flying from JFK to MIA (AA2299),as a result of which we had to change the flight .After explaining the issue to the red jacket AA employee, the flight was changed, and we were guaranteed to be seated in the first class as we were supposed to on the original flight (my wife is heavily pregnant).However, when we boarded the plane, we were seated in the coach,which caused major inconvenience due to the condition of my wife. Our experience was ruined and I do request the material compensation for both of our tickets.

  89. after a delayed flight out of Detroit because there wasn’t a operating PA system( which we were told was FAA mandatory). We reloaded on the same plane and flew to Dallas over 2 hours later. ( the flight attendants had to walk the ailes to speak). our flight was to leave at 600am. we finally left at 1145am. Upon arriving in Dallas we were rushed to our next gate for Denver. Upon arriving in Denver late afternoon, we had no luggage. We were told it would be on one of the next 3 flights from Dallas. I called Denver airport at 930pm. They said the luggage was there and would be delivered by courier in 6 hours. Six am the next day, I called again to confirm delivery. After numerous calls and lies by airline employees still no delivery. Our luggage was delivered at 1000pm 2 days late. We missed not only our sons wedding, we had no clothes to change into the following day for his reception. I have never felt so disrespected. Your customer service skills need to be honed. For whats its worth. I’ll make a complaint to corporate.

  90. I purchased a ticket thru Travelocity and realized the time and dates were incorrect, after talking
    To I don’t know how many people trying to get this resolved. I was so frustrated and about to give up
    Until I had the opportunity to get Tracy Paul on the phone I could understand her and she was very well
    Informed. I just want someone to know that she is the best, polite,professional and more.thanks to Tracy Paul.

  91. On Dec. 9 2014 I flew US Air flight #487 from San Diego to Charlotte and it was excellent, mainly due to the First Class Attendant, Gabe Bierbach, emp # 269993. He was a great host.

  92. I flew from Tampa to Chicago in a 737. Thank you for Row 7 for handicap. In my 83 years I have had both knees replaced, stroke, open heart surgery plus other conditions. Being 6’4″ I truly need the leg room. I used the restroom up front and the 737 has a problem—access to the toilet bowl. The toilet lid and seat should stay up when lifted. I had to use my knee to keep them up. Because of the curvature of the ceiling and the distance to the toilet I had to angle my body heavily forward to use the facility which meant I could not see what I was doing. A ceiling strap or horizontal bar would have been helpful. This room must have been designed by a 5 foot woman who does not stand. Just when things started going the plane hit a bump in the air which dropped both seats and I sprayed my left leg. What a revolting development this turned out to be. I am sure other tall people use the stainless steel sink out of necessity. The sink has soap and a towel to clean up which is easier than having an accident.

  93. The worst flight experience of my life was taking my family of 16 on American Airlines. Lost our luggage both ways. We will not be flying American again.

  94. We have been frequent flyer customers for over 30 years, and one of the attractions for us to continue with your services are the perks you offer to us and the good service we have always had in so many trips with AA. On Jan 29 2015, I called AA en Español to make arrangements and reserve two ticket with our miles for Feb 18th to March 2nd 2015 from Detroit, MI to Los Angels,CA. A nice lady Ana Maria helped me with all the paper work and I did pay for all the extra expenses with my City Credit Card foe my husband and myself and Ana Maria told me that I will receive confirmation on my e mail, and gave me over the phone our two locator records. Well, today when I called again because we did not get the information on my email, we were informed to our surprise that only my husband had reservation and there was nothing on record for myself! this time I talked to Lorena Flores, which was very willing to help me because there was no room for me to come back with my husband on our schedule flight # 2425, she put me on hold and after talking to her supervisor Lorena informed us that we could come back together but, on a very late flight arriving Detroit at 12:00pm, Which needles to say it’s very inconvenient for us, not only because we won’t have a ride home at that time, but because we have to pay $75.00 for a taxi to get us to our home in Plymouth MI. Our frustration it’s for the facts that we are two Seniors (81 and 73) and traveling in the middle of Winter is very inconvenient and difficult for us specially when this is not our fault. Our hope is that you can assist us under these stressful circumstances . Thank you

  95. Will never fly American again! Was disappointed in service and an unexpected $140 charge for baggage being 1 pound overweight. I did not see any warnings before the travel for baggage weight, i was also woken up by a flight attendant slambing the cart into my arm! My arm was brused, the staff was very rude!!

  96. We recently returned from Hayden CO. They were begging for volunteers to give up their seats. We were told we would receive $700.00 each and hotel vouchers if we gave up our seats. We immediately volunteered. We were told to wait for everyone to board the plane and they would take care of the vouchers. We changed our arrival plans and cancelled appointments for the next day. After the plane was loaded, we were told we were no longer needed. They said thank you and told us to get on the plane. Obviously we were disappointed on how we were handled and no other compensation was offered. Not sure if we will volunteer again after how we were just dismissed, Clayton and Karen Hanninen

  97. Hi,I wanted to ask questions about bring a cat from the U.S. to China, so I called your Chinese service. The woman called Annie picked my phone. I asked my question and she said ” there is no way” I said someone told me it is possible. She said ” they are lying” she did not give me any explanation. I decided to call again, another woman answered my call. When I said “cat”, somehow, Annie speaks to me again and asked me ” is that you again?” I feel so lost. She just grabbed the phone? I don’t know how she did it. Then, I called again and hope someone else will pick up the phone. A woman called Jennie did, I asked her to transfer me to a supervisor and she did, but somehow Annie picked up the phone again and asked me what’s my name. I believe that you have recalled all the phone call. So check it.
    Thank you very much!

  98. I really strongly do not want to fly with American Airlines ever again, their customer service is horrible!!! I was on a flight on Monday from Miami, Florida to Norfolk, Virginia and had to worst lay over. Why in the world do I have to fly to New York to go back to Virginia. My fight was suppose to leave Miami International to Laguardia at 5pm. The flight was to start boarding at 4:30pm and they made an announcement that their would be a 15 minute delay and I went to the counter to ask the representative if I was going to make my connection and she told me I would be fine. The reason I checked on my connection was because my lay over wax only 58 minutes. We’ll we boarded the flight so I thought I would be fine to catch my connection bug that was so we sat on the plane for over and hour while they fixed all the needed to fix. They did not give anyone the chance to try and make alternate travel which was absolutely wrong. I was in Miami for my brother’s funeral since Thursday. My husband works two job and he had to take off from work Thursday, Friday and Monday from both jobs. I also had to take off myself. The flight eventually took off and I missed my connection. When I arrive at Laguardia there was two representative presenting the passenger who missed their connections tickets. I do not think it was fair that my husband had to take off another day of work and I had the miss a day also. I work part time and I only get pay when I work so I have to try and make up my hours. I know that I was provided a hotel, taxi and meal voucher put I would a rather be give the chance to find a flight the day I was suppose to travel. I also was treated rudely by one of the representative; when I told he I would like to find an alternate flight I was told “I don’t have a plane”. I also asked her to checked the flights going into Richmond or Newport News and I was told the wasn’t any. I knew there was an earlier flight to Newport News because the guy next to me going to the same destination was asked if he want that flight and he declined it so why couldn’t I be given that flight. American Airline need to really give their employees so real customer service classes. They also need to provide better care period. They also need to stop charging for everything like a little bag of pretzel or peanuts!!! I had the worst time with American Airlines!!!

  99. I received the below response from American Airlines after I refused their offer of a $25.00 travel voucher for horrendous service. My comments were posted on this site but they were removed. Their inadequate service cost me time and money, which I cannot get back and they think $25.00 is ‘fair and reasonable”. This company and/or their employee are truly out of touch….

    We have received your additional email. Again, we are sorry to hear about the difficulty that you encountered.
    We are also sorry that you were not satisfied with the complimentary voucher that we provided. However, the voucher was intended to convey goodwill and to make amends in some way for the inadequate service you reported. It represents an amount we believe to be fair and reasonable.
    Despite what happened on this occasion, we hope you will continue to select American Airlines for your travel needs. We will work hard to ensure that you receive the service you expect and deserve.

    Sincerely,

    Cheryl Vine
    Customer Relations
    American Airlines

  100. To:Central Baggage Service

    I have been traveling with American Airlines for many years now and am now very shocked at a recent occurrence. I had just gotten back from vacation to find that my suitcase was missing. American Airlines told me I was supposed to get it back the next day, yet I only got it 2 days later and found that my suitcase had been ripped open and destroyed. They also stole my purse, my lap top, and other personal items.I wish I had more details about my situation especially regarding retrieving my stolen items. It has now been over a month and I have only gotten one e-mail back with no information other than that my case would be “looked at”.

  101. Recent flight from Austin to Ft Myers on which I had requested wheelchair assistance did not provide any jetway assistance and absolutely nothing in Ft Myers from plane to baggage claim and NOONE to ask. Had I fallen which was a distinct possibility, it would have been a catastrophe. I am 82 years old, and will not fly USAIR /AMERICAN airlines again, and I will contact my Americans with Disability Act representative.

  102. traveling from Miami to Lima on Saturday March 21 even when I reserve the seats in advance I got the last row on the right side by the window and the seat did not move making my flight difficult ., on the way back on flight # 918 the service was worst. from the check in I had to open my suit cases to even up the weigth . when I offer to pay for the 3 extra pounds they attempt to charge me $ 180.00per suit case. avoiding to pay $ 480.00 I had to go on he floor to move around my belongins ,I had to go back to the counter because out seats ( we were # 10 on line at check in ) were separates, after that we had to keep walking on the gates because the counter employee never gave us the gate number, ( when i ask about the gate information to another amercian ailines employee in gate 26 he pointed to the gate screan ) this time the seats felt smaller that usual , the food was terrible, the bread was so hard , the lettuce on the salad look old , I returned the food the same way that I received it, the light turns off while im reading severeal times that I had to keep my finger on the switch to continue reading after 5 terrible hours I got to the conclusion that I wont travel on American Airlines again

  103. March 25 I flew from Austin to Ft Myers with a plane change In Charlotte. When booking my flight I requested wheelchair assistance. Had to hunt one up in Austin. Was taken to gate 2hours ahead of time but was assured there would be assistance for boarding. Gate was changed with no one at he desk could find no assistance, and with great difficulty proceeded to new gate. Again no assistance in boarding. At Charlotte no jetway assistance, but. After struggling to gate was transported to boarding gate, again no jetway assistance. When arriving in Ft Myers absolutely no one to help or anyone to ask. Desk was deserted and I literally struggled to baggage claim. I was in danger of falling, I will contact a representative for the Americans with Disabilities commission. I found the whole situation totally unacceptable , and maybe even life threatening.

  104. Our flight on 26 March from MIA to SAT was a great flight, but what made it great was the attention given to us by Ms. Alexandria Hull, Flight Attendant in the 1st class section. She made us feel at ease and her constant attention to details and service with a smile made our flight a delight. Please, pass this on to her supervisors. Thank you.

  105. Extremely disappointed re lack of acknowledgment of any discomfort I encountered. Seems like a simple courtesy.

  106. My husband and I flew from Palm Springs to Ft. Myers Florida, on the return trip, flight 2233 from Dallas, my husband Rick Barnes was cut very badly by something in the seat when he put our luggage in the overhead compartment. We called the Hostess and even though blood was gushing out of the wound, he was given a band aid to cover the 5 inch gash in his leg. We were told that once everyone boarded, the hostess would return with the first aid kit and would have to make a report. She did neither. When leaving, he again was cut , this time in the back of his leg. On the way out of the plane I spoke to the supervisor and gave her my card. I told her that something needed to be done before this happened to anyone else. I have heard nothing from American Airlines since the incident occurred on March 2nd, even though the “Supervisor” seemed concerned and told me that I would hear from American.

  107. WE WERE RE.SCHUDULED AFLIGHT WITH AMERICAN AIRLINES, BECAUSE OF A CANCELLATION FROM UNITED AIRLINES ON MARCH 27TH, ON THE EVENING WE TO LEAVE AT 7;17 ON FLIGHT#3640,WE DIDNT READ THE E. MAIL UNTIL 10;45 THAT NIGHT. ANY WAY ,WE BOOKED WITH AMERICAN GOING INTO LAGUADAFLIGHT#1133,THE PLANE WASALMOST 2 HRS LATE LEAVING LA GUADA,DUE TO MECHANICAL PROBLEMS AND DE-ICING,WHICH IN RETURN MADE US MISS OUR CRUISE WITH CARNIVAL CRUISE LINES, IFEEL WE SHOULD BE ISSUED SOME KIND OF REFUND . LOTS HAPPENED WE DID GET ON THE SHIP MARCH 30TH,BUT IT FELTED LIKE A VACATION FROM HELL! ANY THING U COULD DO WE WOULD GREATLY APPRECIATED PEGGY COMBS

  108. I just got back from a trip to St. Thomas.

    the flight to Miami was fine.

    The flight to DCA was not!

    There was no gate ready for us and we waited a hour before one was ready. That was not what we expected.

    JP

  109. By far the worst flying experience I have ever had on a domestic flight! Late stry for no apparent reason and took 40 mins to get to terminal. Then another 40 to get bags. Horrible.

  110. Dear customer service.
    I have tried booking flights from Charlotte ,NC to Tobago. I am not able to book these flight on yours or US Airs websites,however I can book them on Expedia and Travelocity. I didn’t want to book these with a second party. I have contacted USAIR and AA and to no avail . The computer systems will not let them book these flight. The tickets, if purchased through Travelocity and Expedia would be on your ticket stock. This makes no sense whatsoever. Please advise how this can be booked through your res. system.
    Thank you Vivian Gibson

  111. My first and last time to fly with American Airlines: I am a larger woman and I paid extra for seats on two of my flights so that I would not be a burden to other passengers. Why I don’t know there was nothing different about them. My last flight to my destination was cancelled and I did not find out until I was on my way to the gate. They tried to rout me to another airport with little knowledge of the other airport. After a four hour delay I arrived at my destination. On the way back home my luggage did not make it with me and they had it delivered to my home the next day. When I went to unzip my luggage the zipper pull was missing and the zipper smashed. I had to rip my luggage open to get my belonging out of it. Now after submitting a claim, for the luggage, I get treated like the “hot potato” and nobody knows whom I should talk to or what should be done about it. American Airlines will not be getting any of my business nor recommendation ever again.

    • I too had an absolute nightmare of a flight with them. I filled out their 1500 word complaint form by cutting it down to the point that even I did not understand what I had gone through. I was answered with the comment that —“well, at least the man pushing the wheelchair knew what was going on. HE was a man from Pakistan(super sweet) who had only been working for 4 months at the airport. and he knew more than the employees assigned to assist me.
      There service sucks.

  112. I am astonished at the lack of customer service at American Airlines. I was a flight attendant for 30 years and took great pride in the training I received from American. On a recent trip I watched a passenger and agent argue about which one was ruder. There is no apparent enforcement of grooming rules anywhere in the company. Flight attendants need a new image. One suggestion is handing out cold towels in summer and hot in winter right after boarding. Have de planing crew pass out mints on departure. The bye, bye bye is an era gone. It would be a pleasure to see some customer appreciation at all levels from check in to departure. I still love American Airlines but have a hard time defending their service today. Johnie Swenson.

  113. Mr. Thomas Bettes, M.D., M.P.H.,

    Dear Sir;
    In April 2014 I was given a voucher for assisting with an ill patient on one of yur flights. Unfortunately due to some unforeseen circumstances I have not been able to utilize the voucher. When I attempted to use it on April 30, 2015 I found to my dismay that the voucher had expired. I am writing to ask that you please consider extending the voucher so that I may take advantage of your generous gift.
    I am thanking you in advance for your generous consideration

  114. I flew on American airlines for the first time and last. our luggage was damaged with black grease on it big hunks out of the handles and wheels. your plane was dirty and very uncomfortable. the flight crew was not friendly at all. My granddaughter was with me and is about 6ft tall no room for her legs and person laid back in her seat and she could not move at all in her seat. you spent more time on thanking all the people in the front and frequent flyers what were we chopped meat. if it wasn’t for us you wouldn’t have a plane to fly. we stopped at the customer service after our flight and showed her our luggage and she said there was nothing you could do about it. and was not nice at all. there are many other airlines out there and I will try one of them. never again will I step foot on your plane.

  115. My husband and I had first class tickets from Denver, co leaving on junev30th to Jacksonville, fl returning on June 6th. We were supposed to arrive in Denver at 1:30 pm. The leg out of Charlotte, nc was an absolute nightmare. We were delayed, had a crew change, no water or ice, etc. this was my first flight on American/US air and it will be the LAST. We arrived in Denver at 9:45 pm. Your ground people were not telling us what was happening and we sat on the Tarmac for almost 4 hours. This is not a good air line. I will share this information in every e mail I send!!!!!

  116. The red tape to get a response about a real messed up trip from start to finish is terrible. I have been trying to get a response from AA but the run around is what AA wants so you will give up..GUESS WHAT ? i dont give up easily. so AA i await your answer.

  117. Very disappointed with A.A. customer relations. My wife went to Italy for the memorial of her mother and while she was there she got bronchitis with ear infection, subsequently the doctor advised her not to fly before one week to clear the infection.
    we were charged $861 to change the flight itinerary. The travel agency blames the AA for the high fee and AA washed their hands.
    I tried contacting AA for restitution and received a “form letter” apologizing for my experience.
    I tried responding to the “Apology” email but I got an error reply.
    I even tried calling on the telephone and got nowhere; all I could hear is a recurrent message and when I request to speak to customer relations, I would get hang up on.
    I am very unhappy about AA and will never use their airlines.
    Thank you

  118. Doubt if anyone reads this but AA is the worst airline on the planet. Didn’t fly them for years due to internal problems. Recently made an exception and sure enough, plane breakdown AGAIN, flew Delta instead. Been trying for 2 months for a refund. No contact #’s for this. They basically tell you to bugger off. NEVER AGAIN. The worst ever

  119. I have tried, without success to reach your customer service department. I misread the flight time for your flight 3530 and need to change it. I tried calling within 5 minutes of booking this flight but have had no response.

  120. I have tried, without success to reach your customer service department. I misread the flight time for your flight 3530 and need to change it. I tried calling within 5 minutes of booking this flight but have had no response. I have not sent this message before

  121. Rec.loc.EPQAEH
    I booked a trip to Cabo,Mx.with AA vacations.On the returned trip we were booked with USAir.the flight was cancelled because according to the agent there was no plane to fly us back to Monterey.We had to spend
    More than $40for dinner because they refused to pay for ur dinner
    .Stephanie,a supervisor was very rude and the other agent told me ifI wanted to go t oMonterey earlier I should take a taxi.the agent did not gave me the seats that special assistant had given me because of my disability Ifound after my third attempt Darlene
    Walberg changed my seats.I think the personnel inUS air is very rude and I don’t want to travel anymore
    With them.I want to reccomend ms Walberg for all her help
    I am a million member and always enjoy traveling on AA,but U.S. Air is no good. The personnel is very rude
    Ada Stenin

  122. Ticket 0017548820217
    June 28th 2015

    I have been charge $300.00 at AA counter in LAX for a change of dates I did not need

    American Airlines employs did not the laws and regulations regarding Indonesian visas

    I am expecting AA to verify the laws regarding Tourist visa in Indonesia anad reinmburse me for $300.00

    Immigartion rulefor tourist visa in Indonesia

    For less than 31 days no visa required
    For 60 days you pay $35.00, you are given a 30 days visa with an extension for 30 days

    For 90 days you pay $35,00 you are given a 30 days visa with 2 extensions of 30 days
    I spent 2 hours and a half at AA counter and did not have the choice as I have been told or to loose my ticket and go home

    I knew I was right
    They used old regulations

    Pierrette CONSTANTIN

  123. I can not believe you board passengers prior to doing your checks on the plane. Leaving your customers stuck for over 2 hours with no to little information is total bullshit. While you are basically the same as every airline in this respect, it’s simply not acceptable to treat your customers this way. You waste all of our time and ruin people’s day. This was flight 328. Look it up.

    Do something for once. Make a change and never board people prior to doing your maintenance checks. It’s absoloutly wrong to put good paying customers through this BS.

  124. I have been trying to make contact with the airline for over an hour without any success. what are my options?

  125. My daughter and I flew to Barbados for my friend”s funeral on Jul 23rd. We had a disservice and on the return flight, we were forced to wait over an hour for a wheelchair. It was frustrating, and as a person with cardiac health, it was somewhat scary. what was annoying there was no AA agent just two airport employees who kept calling but no answers, we had a four hour drive ahead of us, which brought us home at three in the morning. Why was there no wheelchairs at the gate, and why did the agent leave us alone knowing I needed a wheelchair??????

  126. I find it terrible to have my luggage go missing in Miami on both leaving and returning flights. I expect to be contacted immediately on how we can come to an agreement about this. I will be doing a follow up.

  127. On the 04/08/2015 in Dallas/Fortworth airport we encounter the most helpful and kindest flight agent. Luis Mendina helped us out and got us a flight home. We had been at airports (LAX) from 0700 that morning and now going on 2000 hrs. We were tired and frankly a bit annoyed. Flight delayed over two hours in Los Angels because of mechanical problems. Missing connecting flight to New Orleans,
    Luis not only got us on a flight but upgrade to first class. This was a big treat for us. The flight number was AA2386 in case I spelled Luis’s last name wrong. AA needs more people like him, a people person. Can’t thank Luis enough for his work and kindness. Keep it up, we will fly AA next time we take another trip.

  128. went to the Dominican Republic on vacation with my wife and son on july31 til aug 7th 2015 had a great time until time to go home, the flight leaving on the aug7th had a delay for 8 hours for departing to Miami then suppose to connect and go to dulles airport. that did not happen. we had to stay in Miami until the next day, not happy at all because we did not get to dulles instead they sent us to Reagan airpoot, had to pay a taxi $150.00 to take us to dulles, money I did not have. not happy at all

  129. I have been trying to get a response from someone in customer service, Marjorie Nir, I was awarded 2 X $200 voucher but the “click here ” button only takes me back to the AA web site. There is no way that I can find any information except by trying to contact again through a lengthy application. This is the worst system I have every been exposed to, worst customer service ever.
    Jolene Dixon

  130. On 8/9/15 my wife and I had our worst travel experience in American Airlines. We left St. Martin 2219 2 hours late after 2 seperate delays. We pulled into Miami and sat on the run way for and additional 45 minutes. We therefore missed our connecting flight. No one was able to get help or information for another hour and a half. Information was not forth coming. We were eventually told that there were no seats available until the next night. We were on standby for all the following day flights. We got off on the 9:00AM flight to JFK. We we landed in JFK we had to wait for 45 minutes to find some one to operate the jetway. This is no way to operate an airlines.

  131. I wanted to take a moment to call out the wonderful customer service Connie Sanders in your Dallas office gave my wife and I in a very stressful situation. Connie went above and beyond to ensure we were taken care of and her level of attention to repairing our trouble filled day was extraordinary, she single handedly restored my faith in your organization and she deserves congratulations for the work that she does.

  132. LIES. American Airlines has lied to me repeatedly. My bag did not arrive at the airport. I was waiting for an extended period of time at the carousel and no bags came out for my flight. Nor did anyone from the baggage office that had a clear view of the carousel come out to say nothing would be coming. I checked at the office and they then said there was NO REASON why my suitcase shouldn’t have arrived. They were to send my suitcase to me at my hotel. At 2:24 PM I received a phone call from a recorded message saying my bag was picked up and would be delivered within 6 hours. LIE. I called the delayed baggage number and was told it was picked up at 3 PM and would be delivered within 6 hours. LIE. I checked online this evening and it said it was picked up at 3 PM and would be delivered in 6 hours. LIE. I called customer service and waited for 5 minutes and was cutoff. I called back and was told my bag was picked up at 8 PM and would be there within 3 hours. LIE. I called again and was told it was picked up at 8 PM and would be here within 4 hours. LIE. I told them I wanted to Am Airlines to contact the person who physically has my bag and find out exactly where it is. The customer service representative repeated the false and useless information about pickup and delivery. I continued to demand they contact the person who has my bag. They finally said they called a number but got a voicemail and left a message. They refused to contact an actual person and refused to find out exactly where my bag is. MY BAG IS STILL NOT HERE. I had to attend a work meeting in jeans today. I usually go to be at 9 PM but am not able to. It is after 11 PM now. Still no bag, but plenty of LIES from American Airlines.

  133. on July 8th I called usairways to make res. using my companion pass from Elmira ny to Palm Springs, Ca. Got a confirmation # for usairway and American Airways because of merger. On Aug. 8th I called AA to upgrade to1st class using my AA advantage mile and told it would also cost 300.00 for 2 to upgrade to and from Elmira and miles. That was fine but when I received my AAadvantage credit card bill yesterday the 300.00 was on there but there was also a charge for 478.13 that I knew NOTHING about. I’ll called and they said you can’t upgrade on a companion pass so they charge me the additional cost of the flight but didn’t give me the option to see if I wanted this additional charge, they just went ahead and charged me and to add insult I lost my companion ticket, they can’t refund that. If this is part of the merger please let people know about charges that my accure. This was not right. I know nothing can be done or won’t be done, but I think everyong should be on the same page and let the customer know what’s going on.

  134. Just flew america airlines via american eagle….had the rudest flight attendant ever….another passenger was javing questions on connecting flight …she was so worried missing it…flight attendant was so rude and no help….she was nasty to passengers whole serving beverages…..we sat for 20 minutes waiting foe gate when landing in chicago…many of us needed to uae restroom…she snapped at people when we tried to use restrooms. ….not pleasant!.then after getting my bags…i opened them to a complete disaray…and someone else’s pajamas wich had oil and grease all over them and put in my bag…..not happy with that since it got on my clothes! Have flown american many times..rethinking of ever flying with them again…..

  135. I am currently on a flight from JFK to LAX on American Airlines (flight 0019) and was EXTREMELY frustrated that I almost missed the flight due to extraordinarily LONG lines to get through security. For my 11:00 fight, I arrived at the airport at 9:45 — pleased to have plenty of time to get to my gate, or so I thought; I barely made it on the flight and I was the last one in the door with no time to get water or use the restroom. My taxi could make the very traffic-filled drive from NYC in far less time than it took to get through the security line, first the ID check and then the scan…both were seriously understaffed. This is a bit of a deal-breaker for me…I recently decided to try to book all of my business travel through American to get the miles for rewards but if this is the type of service that I am to expect — not worth it.

  136. First of all, big thanks and shout out to your Cust Svc rep Laura. She is very friendly and was able to address my problem quickly. You should feel very fortunate to have her as an employee.

    The complete opposite is your employee Liibide (sorry I didn’t get the spelling of his name). I hesitate to call him a Customer Service Rep. He did help me with some problems I had on my outgoing flight but basically was of no help whatsoever with my return flight. I called at approximately 1.45 HST on Thursday 3 September, so you may wish to review the tape. That was not a good experience.

    I appreciate you are going through a merger and some employees may be less than thrilled, but this attitude should not be evident to your customers who are just calling to get some help.

    Lesley H

  137. I have had a very terrible experience with the service of American Airlines today.
    The woman who was assisting me with a wheel chair had no knowledge of the DWF airport itself. When she could not take me to the boarding gate she left me on the way. I was lost and helpless today. Some how I managed to drag myself to a gate. I had to wait overnight at the gate for next flight tomorrow and it is the other gate I have to fly from. I don’t know how I will make it to the right gate.This is very disgusting….

  138. I have this date, due to illness(A Stroke) had to cancel round trip ticket
    no. 0012309351902 from SNA to DFW. I was issued future flight passes good for a year. I am writing to request that you waive the $200 transfer charge when I am able to use the passes. This request is due to my circumstances of not being able to travel for the next few months due to my illness. Please advise if this is possible. Thank you for your consideration. Sincerely, Donald D. Gandy

  139. I am holding reservations for flights departing 26 Sep. I booked this flight in June. I am using two vouchers as partial payment for these flights. I sent the vouchers to the address provided in July. This is September 10 and they have not been processed so I still do not have tickets.

    I called on Tuesday, September 8th (the third phone call I’ve made on this) and was told – after they indicated a bit of confusion as to where the vouchers were – that they would be processed THAT DAY.

    I began following up on these again today at 12:20 Pacific time. I chose the call back option. I was called back to discover that you evidently lost one of my vouchers as you only have one voucher for $500 where there were TWO vouchers, each for $500.

    I was on hold for about 40 minutes, with regular ‘updates’ from a supervisor named Tony…who was contacting some unidentified department to check on the second, missing voucher….when…yes,, I was cut off!

    I called back…only to be told the wait would be 18-25 minutes. I’m still waiting on this call back.

    This trip is the trip of a lifetime for my husband, a wounded veteran and cancer survivor. We are traveling to Pittsburgh where I am taking him to see his FAVORITE TEAM, the Steelers play arch-rival the Baltimore Ravens. Two days later I’m taking him to his first MLB game – seeing the Pirate vs. Reds. I have scrimped and saved to make this trip a reality.

    I am beyond flustered…I am angry and frightened that his trip will be ruined. I am livid that I have made multiple calls on this and it is not resolved.

    What do I need to do to get customer service from you? HELP!!!

    Beth Wiruth

  140. I am very disappointed in AA. I Flew to Columbia, MO on 9/07/15 which was fine. Coming back on the 10th was a disaster. My flight to Chicago (why I didn’t go back by way of Dallas I don’t understand), was to depart at 5am. I arrived at 3:50am.First they changed it back to 6:23, then 8, then 9. We were in he loading area when they told us we weren’t going at all. I was rebooked for 4:15 pm. Hurray we made it to Chicago. I had 10 mins to spare. No problem that plane wasn’t going anywhere either. After sitting on that plane for over a half hour we had to get off and wait for another plane that wasn’t even on the ground yet. By the time I got to Tampa my ground transportation wasn’t there. By the time I got home it was 3am. I am a 82 yr old healthy and happy women, but let me tell you when I am still awake at 3am for no reason of my own I am not a happy person. For shame!!!!!!!!!!!!!!!

  141. I recently had a flight cancelled by American Airlines and stood in a line for 45 minutes to get rebooked on another flight. I was shocked to find out that the gate agents did not have a view into the available USAIR flights. As I was standing in line, I accessed USAIR online and I saw flights that were available. The agent was able to book me on a Delta flight. Do you think that was a little strange? I do.

    When I got to the complimentary hotel that American setup for me, I called 800-433-7300 and talked to an agent there who, to my surprise was unable to see flights that were available on USAIR. She told me there were no open seats on any of the early USAIR flights. I was online and could see that there were available flights. I actually booked a flight to prove it to her. While she could see my reservation once I gave her the confirmation number, she still cold not see that I had selected seats on the flight. When I got off the plane with her, I checked in to ensure that I was able to get on the flight. To my amazement, I was able to check in. I selected exit row seats and was able to fly out the next morning well ahead of the 6:50pm flight that the agents (both at the airport and on the phone) said was the earliest I could fly out.
    If I can do that, why can’t do that? Here’s a suggestion. Since the agents cannot see USAIR, why not give them access to the internet so they can see available USAIR flights? There were several USAIR flights that would have taken care of at least half of the people who needed to flights.
    I understand that it may be a while before USAIR and American software will be synched. But, there is no reason for your agents to be so disconnected.
    I have to admit that I was selfishly happy to be able to book my flight before all of your other customers and that the agent was able to remove the charges.
    But it was inconvenient and nonsensical.

  142. I recently had a flight cancelled by American Airlines and stood in a line for 45 minutes to get rebooked on another flight. I was shocked to find out that the gate agents did not have a view into the available USAIR flights. As I was standing in line, I accessed USAIR online and I saw flights that were available. The agent was able to book me on a Delta flight. Do you think that was a little strange? I do.

    When I got to the complimentary hotel that American setup for me, I called 800-433-7300 and talked to an agent there who, to my surprise was unable to see flights that were available on USAIR. She told me there were no open seats on any of the early USAIR flights. I was online and could see that there were available flights. I actually booked a flight to prove it to her. While she could see my reservation once I gave her the confirmation number, she still cold not see that I had selected seats on the flight. When I got off the phone with her, I checked in to ensure that I was able to get on the flight. To my amazement, I was able to check in. I selected exit row seats and was able to fly out the next morning well ahead of the 6:50pm flight that the agents (both at the airport and on the phone) said was the earliest I could fly out.
    If I can do that, why can’t do that? Here’s a suggestion. Since the agents cannot see USAIR, why not give them access to the internet so they can see available USAIR flights? There were several USAIR flights that would have taken care of at least half of the people who needed to flights.
    I understand that it may be a while before USAIR and American software will be synched. But, there is no reason for your agents to be so disconnected.
    I have to admit that I was selfishly happy to be able to book my flight before all of your other customers and that the agent was able to remove the charges.
    But it was inconvenient and nonsensical.

  143. I received a promo in the mail from American Airlines in reference to fast tracking to elite status. When I tried to log onto the web site in the promo I could not find it (aa.com/fasttrack.). Was there really ever such a site? The time register has now expired. It’s a little upsetting that I wasn’t able to get myself registered and earn the elite status faster.

  144. was in Haiti August 17th,went to the airport 11-30am and the flight was to depart for the US at 1pm and was told I HAD MISSED MY FLIGHT.But was not offered any essentive to stay for the next day,and was forced to buy another tickert for August 23rd at my expence.I almost lost my job because of tht,they sold my seat and put me at an expected expencies of which I DEMAND TO BE COMPANCERTATED FOR THE MONEY LOST,WAGES LOST.PLEASE DO RESPOND TO THIS URGENT MATTER SO IT CAN BE RESOLVED IN AN AMECABLE MANOR.THANK INADVANCE FOR YOUR PROMPT ATTENTION TO THIS URGENT MATTER,WILL LOOKING FORWARD TO HEAR FROM YOU AT YOUR EARLIEST POSSIBLE CONVENIENT TIME.THANK YOU SINCERLY jEAN Noel

  145. I am standing at American airlines counter in McAllen, Tx waiting for a hotel voucher 3 hours after landing from Flight 5783 that was redirected due to bad weather over Queretaro. No one from AA communicated anything until 11:30 pm. Saw flight was cancelled hour before. 3 hours to decide, really? No communication, really? By the looks of it and one person at counter, I will be here at least another hour. Poor. I am a AA FF#64L8RJ4. Disappointed.

  146. I flew to Cleveland, Ohio from Albany, New York on September 13, 2015. One stop occurred at Charlotte North Carolina. Changed planes. Upon arrival in Cleveland, I learned that my baggage was not on the plane. After an hour or more, I finally learned that the baggage had not been placed on my plane and would be coming on another flight. By this time, it was in the middle of the evening. My relatives and I waited around an finally were told that the baggage would come to our home in Shaker Heights. We waited at home several hours. At about 12:30AM, we received a call that the delivery was going to take place soon. At 1:00AM it arrived.
    I was distressed by the event — I had medications in that baggage, and was most anxious about having it delivered.
    Distressing enough to pay a high price for the round-trip ticket, distressing enough that there was a stop —— I have had a couple of non-stoppers going to Cleveland from Albany in the past. It makes me concerned about flying.

  147. American Airlines,i am so disappointed !!! I had such a difficult time with my disabled child!! You lost my stroller seat belt, i had to walk all the way on the airport holding my 4 years old daughter…and after standing one hour at the baggage claim they told me to call your customer service ,guess what? They could’nt do anything!! it proceeds? unbelievable!!!

  148. Last Thurs.9/17 I took two flights on your airline. Minneapolis to Chicago, 1/2 hour late for weather then another 2 hours delay for an engine light. Missed my connection from Chicago to Toronto, took a later flight which was delayed 1 hour for computer issues. I returned Sat. 9/19, my flight from Toronto to Chicago was delayed 1 1/2 hours, again missing my connection. When I got my carry-on bag, valet service, my bag had a zipper open and my cell phone was missing. My Chicago flight to Minneapolis was boarded on time. we sat at the gate about 1/2 an hour before we left. I accept the fact that some things are uncontrollable, like weather. 2 very long days of flying and missing my belongings makes me believe American is not the way to fly.

  149. I felt compelled to state that I can no longer fly with you, as you continue to treat people without respect. The latest, the service dog issue. What is wrong with your training? Whatever it is, I cannot fly with a company that cannot properly train its personnel. Good bye!

  150. Just wanted to tell you of the experience I had today on your
    airline. There was a gentlemen ahead of me when we were leaving the
    aircraft that was blind. Your flight crew was amazing with him they
    were very kind and understanding. They helped him off the gang way and
    had an escort waiting for them. Unfortunately we had one passenger that
    was an absolute jerk a wanted him moved. But your flight crew and
    escort was great. Kuddo’s to them for being so compassionate with the
    passenger.

    Flight Number: 2202

    Flight Date: 9/14/2015

    Approximate Departure Time: Anytime

    Origin: Shreveport, LA, US (SHV)
    Destination: Tucson, AZ, US (TUS)

  151. I would like someone to call me regarding the three worst customer service calls I have ever had today. Email me first since the representative said I can only do it in writing. #flysouthwest. #behelpfulfail

  152. American Airlines, never more!

    Me, my wife and my son had scheduled everything for our vacation dreams during 7 months. We plan all the details: We bought the air tickets (AA), hotel, rented a car, bought all the tickets for the parks. And on 08/26/15 we boarded.

    On the way there were some setbacks. My husband have 1,97m and I have 1.82m, and it was a painful because of the very tight space between one chair and another. It was a terrible night!

    Besides all the discomfort, there was a delay of one hour from Miami to Orlando because of problems with the door of the luggage aircraft compartment.

    But just when we arrived at our destination, we decided to forget everything.

    The 9/15/15, it will take a while to be forgotten. Starting with another delay in our flight, which theoretically would leave Orlando 19: 40h, and after hours of delay, again because of problems with the aircraft, the commander warned us that maybe the aircraft would not take off because of possible structural problem with the luggage door of the plane and the door was opened to any one who wanted to leave the plane.

    After this communication, I´ve tried to cancel our flight (of course I didn´t want to fly in this plane anymore), but the attendant company brusquely warned us that if the plane was repaired, our luggage would go with the plane! Even when I asked for more of 3 times to have my luggage.

    After +/- 3 hours, even with a lot of people scared and worried the plane left toward Miami. As everyone in the airplane lost the connection that would take place at 21: 30h, AA informed us that we would be reallocated in the next and last flight of the day, at midnight.

    Given the lack of space we face in the first flight (from São Paulo), we had managed to book the seat 20, which there are no chair in front of us, so a little more space for the legs. Which fell down because of these problems with the delay.

    Arriving at the airport, they made us run (the guy of AA came in a little car and said to everyone Hurry up Guys, hurry up) to the plane. When we arrived at the door the manager told us that we would have to go separate in the airplane and that we lost the chair 20. She told us that she had to separate others people to to let an adult with a child. Funny no?? What does she wanted?? My 6 years old boy flying alone??? I just said that I wanted to fly together, it was our last day of vacation. I even accept to be accommodated on the next flight, she just said, no you will fly in this one, and again I heard, your luggage will go on this flight. My son understood what was talked about and start to cry because he didn´t wanted to be separated from one of us. She was still looking at me and saying that I had to understand and that we had to fly separated (Frankly speaking it´s not a 30 minutes flight so I didn´t have to understand anything). In this moment I asked her if she had a son, she answeredd yes, so I asked her to explain to my boy why she was separing us and calm him down. After about 30 min, she put us in executive seats13, and on behalf of a hurry, since the flight was already late, she has not given us any boarding pass.

    After about 2 hours flying, more or less 3 am, one flight attendant waked me up questioning if me and my family should be there because no one informed the crew. I explained everything and 15-20 minutes after he came back and asked to spell my name and my wife name because if no one could confirm that we should be there (even knowing all the stories) we should go to the economic area because if we didn´t go he would be obligated to call the police for when we would be landing!!!! Do you believe on that? I had to describe the flight attendant who saw the AA land responsible telling us to seat there (at 3-4 am!!!!). He said the captain would send a radio contact to Miami to be sure we should be there because if not he would have to call the police (again). After that I´ve tried, of course, to search the flight attendant without success (the flight attendant who was serving us remembered that we was guided by the responsible in land but he was not sure where she told us to sit. In this moment this guy said (it was something like 5-6 am already) that he was police before to be flight attendant and that was why everyone ask him to do this type of inquiry.

    When there was about a half hour to land I saw the flight attendant who saw us be guided to seat there, Mrs Fatima, she remenbered in the same minute and I call him and she repeated that we really should be there. In this moment he said “please, don´t worry, I´m not worried anymore, so you shouldn´t be worried anymore”. He threatened us with police and he wanted me to just forgot ??? Really unprepared team. Fatima told me it was a strange way to talk to us and he should ask her anything before because she was the responsible to change anyone of place in this flight.

    As I said in the beginning, AA probably never more!

    • Purchased 2 round trip tickets to Maui, Hi from Phoenix. Almost 7 weeks in advance.
      My wife and I received 2 middle row seats on outbound flight and no assigned seating on return trip. Ended up with 2 more middle row seats in back of plane on return flight. We were at airport 7 hours in advance. Although, no staff until 3 hours prior to flight. Flight was extremely rough for hours. My wife was praying for hours, would have been nice to be next to her. Have trouble understanding lack of concern for your guests. Ground and flight staff were wonderful and professional. Shame it can’ be said of American Airlines!
      Ray Kramer

  153. On a flight from SFO to Miami (#208) on 9/28/2015 I had money stolen from my handbag while I was in the rest room.
    I would like to make this report to you. I was surprised that I was unable to make a report by phone.

    Sallianne Dale

  154. On September 11, 2015 I had a confirmed flight from Tulsa to Las Vegas
    after arrival at airport I was informed that the flights had been overbooked and I could get to Dallas the next morning but not to Las Vegas.
    I was on hold with reservations several times for very long periods of time. One AA reservations and one agent told me it would cost me an extra $189.00 to fly out next morning then stated that flights were booked next day.
    I was contacted by email that my flight was canceled due to weather

    when it was 71 degs. sunny, 2 mph winds and all the flights I had confirmation number were all on time.

    I was even told that the flights were extremely overbooked. I have filed several complaints with AA Customer Service (Reference: 1-4458415193) with no response. I had non-refundable hotel, pool cabana, car-rental and event tickets in Las Vegas which cost me thousands of dollars not including scheduled vacation time.
    My concern is that AA long responded to my complaints and lies about reasons the I was bumped of flight.
    I have always been a loyal customer to AA and do not believe any of your customers should be treated in this manner!
    I also filed a complaint with the Better Business Bureau
    BBB Fort Worth, TX complaint #10810158 which AA has failed to answer.
    I received this email and this continues to get worse.
    I arrived at Tulsa Airport at AA ticket counter 1.5 hours before my flight.
    I did not have any bags to check! Why does AA Customer Service continue to lie about reasons that the flight was overbooked? The ticket agent told me the flight was overbooked.

  155. I traveled recently on your airlines and experienced a discomfort on Flight us3861 Tuesday oct. 8th 2015 . The air conditioning wasn’t working and because of my asthma it was hot and I felt funny. I BELEIVE YOU SHOULD NEVER LET AIRCRAFT OFF THE GROUND LIKE THAT BECAUSE EVERYONE WAS REACHING TO GET AIR AND FOR THE PRICE ONE PAYS WE SHOULD GET THE BEST. THE STEWARDRESS APOLOGIZED TO US BUT THAT SHOULD NEVER HAVE HAPPENED. I EXPECT BETTER SERVICE IN THE FUTURE. tHANK -YOU

  156. My Mom had a worst experience with AA flight.my Mom is 81 yrs.old lady who does not speak English.We requested wheelchair assistance due to her arthritis and a language problem.We had reconfirmed out request prior to her departure and a few days before all together 4 times.At DFW airport she needed to change plane.She got off the plane and was instructed to wait for a wheelchair assistance.After waiting long time nobody came to help her.Due to not getting a wheelchair assistance on time she missed her connecting plane to N.J.Somehow she manage to get a plane but not until next morning.Agent was helping her to make an arrangement for her to stay overnight at the Airport.Agent gave her new boarding pass for next day 10.00A.M flight.Agent was supposed to get her all the sleeping supply.Told her to wait at a certain area so she can get a bedding supply and food voucher for her.Agent left her alone.My Mom thought that Agent will get her bedding supply and food voucher.so she was waiting on an agent’s arrival with all these goodies.She had to use restroom so bad but my mom was afraid to leave the area since agent was supposed to show up.After waiting for a hr agent never showed up.Finally another customer helped her to get all the bedding supply.This is worst experience she had with AA airline.Never again with this Airline.

  157. I am sorry to say that our experience at the AA counter in Newark was less than stellar – Of the two customer service reps at the counter assisting passengers checking in, one dedicated her time to ONLY First Class passengers, and the other woman seemed to do as little as possible – too busy worrying about what everyone else was doing – all except what she could BE doing! As the line grew longer, the less interested she became, and her attitude was horrific – It took us less time to get to the Airport than it did standing in line to check in! (over an hour with only four people in front of us). By the time we stepped up to the counter – a new representative got on board – we had to “calm ourselves down” – you can imagine how the other forty or so people began to feel behind us! As you continually strive to tell us, you “care” about the passenger, and this individual could use a bit of attitude adjustment – or find her another position! She was caustic and should not be involved with passengers! Sorry, but you need to know this. AND, before this – we tried to check in on line, and although we already had assigned seats (four of them), we had to choose seats, and we were charged an additional $67.00. REALLY! How much more could we possibly have spent? We then get popped $25.00 for our luggage, which we are prepared for, but $67 for more seats – your website was NOT user friendly – So, we were already bummed by the time we got to the airport, and then stand on line another hour to watch this “dog and pony show”, and then – well – thankfully a nice flight, and a good trip home – I’m afraid I’d think twice before I fly AA again – I do thank you for listening! It’s what you want, right?!

  158. I am writing to express my disappointment with my recent trip. I made arrangements via American Airlines so that I could use my points and I was happy with that. I got a good price. Due to an unforeseen and unfortunate security breach at Albany Airport my flight to Norfolk was delayed two hours. We rebooked to Newport News in lieu of Norfolk to get there at a decent hour. Our luggage however went to Norfolk. We rented a car and picked our luggage.On the return flight and checked our luggage and then got an email from YOU telling us of a delay and based on the information YOU provided we rebooked to a later flight. Once in the air we realized that the information YOU gave us was wrong and we could make our original flight. You said that we had to go from terminal F to B but we only had to go a few gates in F!! We got re-ticketed for our original flight. BUT OR LUGGAGE IS STILL NOT HERE. We both have to get up early tomorrow for work but have to return to the airport to get our luggage! With a name like American and or United whoever you are now…I expect better!

  159. I have been an AA customer for over 25 years. Your service has become disappointing to say the least. It is in all areas of service from check in to , tavel to baggage handling. One of your long time employees advised me to start flying Delta? ? ?

    Do you have plans for improving this or should I take this advice and transfer my status to another airlines?

  160. I tried to use a $500 travel voucher for a recent flight and I was unable to do so as American Airlines refused to accept the voucher. Please tell travelers to keep their seats and not be scammed by these fictitious vouchers that AA offers for travelers to give up their seats.

    Ps I also mailed a complaint to AA via their wed site and tried to resolve this issue and I never got a response. Just another fictitious game provided you by American
    Airlines

  161. Had an online reservation set to go and when trying to submit it told me to start over – I called a representative right away and said they could see the price I was quoted but when refreshed when up $120 – Hard to believe that they would not stand by what they could see online – I ended up having to pay the additional $120 because I needed those exact flights – again hard to believe they would not stand beside the online price – very expensive

  162. I flew to Ireland on 9/15/15 and returned on 9/25/15. This was my first international flight and my first time to fly in many years. The personnel were nice and the food was good. Comfort on the way over was ok as I had an aisle seat but was in the middle of 5 seats on the return flight and the person’s chair in front of me was all the way back (seemed a little further back than some) and I was not able to watch movies as it was too close and could hardly put my tray down to eat. When returning, I kept watching for my bag and it just wasn’t there so went to the counter and ask. She said it had not been checked in to be sent to US but they would deliver to Terrell, Texas when they were able to get it here by another plane. I checked back and was told that it would be arriving next day at 4:30 pm and would be sent out at 7:00 pm. I called several times and was given many different times which kept me up all of Saturday night awaiting on the arrival and not wanting to miss them as it had my medicines in the bag. I had to go out and buy toiletries because I was attending church on Sunday morning. The bag arrived while I was gone. I am a senior citizen suffering from fibromyalgia and the stress and lack of sleep were really hard on me.

  163. I had reservations on a 5:45 flight out of Huntsville, Alabama on Saturday, October 17, 2015. At 5:30 we learn there is a problem with the plane and they will update us in an hour. At 8:00, I ask the desk attendant about my connecting flight in Dallas which was scheduled to depart at 10:20. She said you will be fine. At 8:30, I asked again and was told you will be fine. I asked again at 9:00 and was told I would miss it and I was on another flight leaving Dallas at 5:00. I was going to Las Vegas and had 7:00 show tickets worth almost $300 and was going to miss my show. The attendant shrugged her shoulders. I knew there were three other flights between that time and asked about them, she told me to just let Dallas handle it. I had my 81 year old mother with me and she was and I both were just very upset because we were left up in the air. When I got to Dallas the desk attendant there told me we were on a 5:00 flight but she could move us to a 12:25, which we were more than happy about. We didn’t care if we sat together or anything else, we just needed to get to our destination because we were meeting family at the airport to go to our hotel. I was very happy with all of the AA employees we dealt with but the attendants in Huntsville who just could not have cared less. I understand things happen and delays cannot be avoided but a little time and investigating on their part at the start of the this problem could have saved us all a lot of heartache.

  164. There is a middle aged African American woman with a short hair cut and glasses at your Philadelphia Airport location who refused to give me her full name when I requested it due to her despicable attitude. She finally told me her name was “D” and hid her name badge as she stated this. “D” does not deserve a job in customer service and especially not in your first class check in area where I encountered her. As I rushed past the long TSA line to the self service ticketing counter with only 40 minutes until my flight departed I was happy to see there was a free kiosk. I began to retrieve my reservation and midway through this process “D” walked up to me and said “This is for first class passengers only” I looked up from the screen confused because there wasn’t any sign or indicator that the kiosks were first class kiosks and additionally I wondered how “D” knew I was or was not first class and why she would make such an assumption. I replied “Excuse me?” “D” condescendingly stated “These kiosks are for first class passengers only”. I replied to “D” stating that I wasn’t aware of this as there weren’t any signs, that there currently wasn’t a line and that I only had 40 minutes until my flight departed. “D” proceeded to press the “cancel” button on the kiosk screen and state “Well with 40 minutes left you will miss your flight anyway”. I was FURIOUS but needed to check in for my flight so I ran down the hallway to the non first class kiosks. As I then ran back up the hallway I overheard “D” arguing with another customer about the kiosks being “first class”. This lack of customer service or basic manners and understanding is unacceptable specifically in a customer facing role. Customers have options and buying power. I fly weekly for work and this was my first time flying American in a long while. My company’s headquarters is based out of Seattle and I generally fly Alaska Air but decided to give American a chance. Needless to say I will not be returning due to the behavior of this one employee.

  165. I left LGA August 26, 2015 and have my baggage claim ticket but need a copy of my airlinet ticket because I arrived home to find my jewelry and purse were missing from my luggage – I have filed a claim bu they want a copy of my ticket and I can’t find it – can u send me a copy of it or tell me how I can find it — everything else was in tact nothing disturbed except these items and purse was laying of top and jewelry was in side pocket

  166. Purchased AA tkt may 2014 to fly LHR-EWR 18th may PNR:MSJNWK AA6148 tkt 001-4836746495 around £700 rebooked £200 BA DUTY OFFICER ADVICED NOT to fly due diabetice-neuropathy-heart attack at Heathrow London,BA authorised refund.Thereafter Hospital-Doctors document forwarded AA agreed to send the refund.100 reminders sent AA is ignoring my requests please I am Disabled and just had a Brain Stroke with vascular Dementia.If AA does not accept BA authority or your Reservations staff lying then please advice accordingly.Just to let you know when AA came to UK, I assisted your Finance Team from Dallas and your Mr Tony Sachet Cargo Manager was assisted at Heathrow Airport Trans Mediterranean Airways.Kindly assist me

  167. On October 20th of this year I had the unfortunate opportunity to fly American Airlines from Myrtle Beach to Jackson with the final leg being from Washington the Jackson. This was an 8 pm flight (AA3879) which should have been a quiet and somewhat relaxing flight at that time of night but was turned into pure misery by a rude and unhelpful attendant. I didn’t get her name because her tag was turned backward but since she was the only attendant on the plane her identity shouldn’t be too hard to sort out. As I write this I realize the futility of my complaint because I will come off sounding like a disgruntled passenger who exaggerates a story to make a point. Be that as it may, I will tell you what happened knowing that the fellow sitting next to me and the ladies across the aisle can confirm what I say. The 2 ladies across the aisle work with me and as we deplaned made the comment that “she surely had it in for you”.

    I manage a special investigations unit for an insurance company. We had gone to Myrtle Beach for a seminar and had to come back through Washington. Our flight was not full but was probably 80 to 85 percent of capacity. I had the aisle seat of 10C. My seatmate was a nice young man that I would describe as sturdy. He was around 5 foot 9 inches and weighed 350# or so. He did all he could to confine himself to his space allowed but some things just don’t work. The center armrest not only would not come down but could not even be seen since it was midway of his right shoulder. Even though I am not large, I had to sit at an uncomfortable angle to fit in the seat because his right side would have been behind my left shoulder if I tried to sit normally in the seat. My plan was to make sure the plane had boarded so as not to get someone else’s seat and then move to a more comfortable seat. I had my eye on the window seat two rows up which was an exit row. A smallish lady sat in the aisle seat and we would have all been comfortable.

    Here is where things fall apart. As I was waiting for the doors to close I was looking up the aisle and noticed the attendant go over to Stacy Pickering, our state auditor who I happened to know, and say something to him and motion to an empty row several rows behind him. He thanked her and got up to move to the seat the attendant pointed him to. I heard the doors close and a few minutes later the attendant walked to the back and I asked if the plane was fully boarded. She said it was and I say something to the effect of “great, I’ll move up to give us both more room”. She immediately said I could not do that because “it would upset the weigh distribution on the plane.” She told me I had to remain in my assigned seat. I am sure about this time you are saying to yourselves that she wouldn’t have said that because it is not only ridiculous it is unnecessary. Why would she not want me as well as my seatmate to be comfortable? I don’t know, I just know she did and my seatmate and the ladies that work with me were all dumbfounded by the comment. Since my overriding desire was to get home and not get thrown off the plane I kept my mouth shut and kept my seat. Her instruction begs the question of how could random selection of seat assignments made days and sometimes weeks prior to boarding along with no declaration of our individual weight have any effect on changing seats to be more comfortable? The average 6th grader could see the contradiction in what she said when compared with basic common sense.

    The story get better (or worst if you are me). I tried to read during the flight to pass the time and since I had to sit at an angle the book I was reading was partly in the aisle with my right arm supporting my weight as I leaned away from my seatmate. The attendant made it a point of walking down the aisle 6 or 8 times during the flight for no apparent reason and each time she passed my seat she would walk straight ahead instead of turning to the side as she passed. This too was noted by those on either side of me. And when I said she walked down the aisle for no apparent reason I can assure you it wasn’t because she was taking such good care of your passengers. As soon as the flight left the ground she came on the speaker to inform us there would be no beverage service on the flight because her garbage can lid was not working properly. Seriously, I’m not making that up. Check it out with the pilot or other passengers. Her garbage can lid wasn’t working. We got a 2 hour flight facing us and don’t even get a coke because she can’t collect the garbage after we drink the beverage.

    It’s been a long time since I have had the misfortune of dealing with someone as unpleasant as your attendant and then I could normally chose to leave or ignore. Neither of those options were available to me since I was trapped in a metal tube at 35,000 feet.

    If this is the new American Airlines I’ll go on record as saying I like the old one better. You won’t go broke by losing my business but you will have an extra seat available to sell to some other unsuspecting customer.

  168. 2 hour wait and no offer of another plane. Staff not being very involved and customer service saying 10 more minutes. Worst flight!

  169. Re: Extreme deficiency of Wheelchair Service at both Chicago O’Hare and Miami International airports (AA Flight 1377 on October 19,2015)

    it is pitiful to have to report that my several emails to Customer Relations have not been answered as of to date October 29, a total lack of the most elementary courtesy toward an 84 years old First-Class passenger and Frequent Flier….

    Francois Dangleterre

  170. At check in for flight 2356 my bag was viewed by personnel as oversized. Placed in size check & was 1 inch to tall . My gripe- my husband with identical bag was not ( diff color) asked to size check. observed numerous obviously too tall bags past check pt. your losing $.

  171. I wanted to vent my frustration with the baggage situation with your airline. Everything else was good, but the way my baggage was handled would make me think twice before booking with AA again. I was charged $25 each way for one bag, not being told my bag could be carried on for no charge. To add insult to the $50 charged, my bag was damaged on the outside upon being returned to me. Customer service at check-in should be more helpful, rather than merely tell you to just check-in with the kiosk. This was my first time flying with AA, I thought they would be competitive with Southwest which offers baggage included and some sort of snack included. Would appreciate some feedback. Thank you.

  172. I work at the Alaska Airlines Central Baggage Service Call Center in Seattle and received a call this morning from your AA Agent John Young in Traverse City, Michigan. John stated that one of our Mileage Plan Members had flown on AA and had left his Alaska State ID in the plane, which eventually was found when the plane arrived in Traverse City. After giving me the Mileage Plan info, John asked that I call our MP Member (since John himself did not have access to the phone number) and let him know he was putting the ID in the mail and Tyler should receive it within a few days . I called and Tyler was very happy to know that John had taken the time and effort to get this ID back to him. I commend John for his diligence and caring attitude displayed by his time and effort to get this item back to our Mileage Plan Member. Thank you, John! American is fortunate to have you as an Agent.

  173. Their service has been horrendous. After I failed to catch a connecting flight to my grandmother’s funeral because they only had one mechanic in the entire airport, they agreed to pay for my hotel costs. However, it took them three months to get back to me, and by the time I got the check, it had already been cancelled. I tried reaching out to them, and they said it would take 6-8 weeks to receive a response. That was at the end of August. It is now November, almost one year since I started this process. I am almost certain I will never use American Airlines again

  174. I think I am getting the run-around! I have telephoned Customer Service,
    spoke to a representative who could not find the flight I was supposed to
    have been on. (The Gov. McCrory asked everyone to stay indoors due
    to a weather emergency on October 2 thru Oct. Oct.5th). I wanted to
    find out the status of my flight.
    In the meantime, I flew to Tucson, AZ, where I was told that representatives
    were no longer available at terminals and I would have to contact AA. Well,
    I am trying to do that and each time I call, I am being disconnected.
    What gives???

  175. Our flight from Greenville, SC to Dallas arrived on time but we were required to remain in the plane on tarmac for almost 90 minutes causing many to miss connecting flights. AA screwed up again–no one happy with being treated like cattle; you have never appreciated your customers. Dallas/FW is a real mess with no departure/arrival boards on tram level and hard to get around. It must be hell for elderly and those traveling with small children. Also, the PA announcements on your planes are disturbingly loud!! Get your act together; but AA seems no different from most airlines; more competition is needed for airlines to start appreciating its clientele.

  176. Still trying to find someone to help me with my issue. Have sent a message on the AA site with a response that made no sense. Have called and been told to send the message. I tried to response to the message that made no sense and I received an e-mail back stating that the e-mail address I responded to is not is use. If anyone can tell me how I can a response I would greatly appreciate it as I need to book airfare for my family over Christmas and can not do so until i have a response on a credit available for one of my family members. the credit is due to not being able to travel in June 2015 due to a heart condition and now they have been cleared to travel

  177. I was trying to purchase ticket for 15 year old son and couldn’t use website for he was considered minor. I called customer service and she assisted me with airline purchase. I specifically asked if I needed to cancel if I could within 24hours. This attendant said yes. I found out 4 hours later the reason son would need to fly was cancelled. I called back to cancel the flight the attendant told me I couldn’t cancel flight and it was a nonrefundable ticket. I told her situation as stated above she said she couldn’t do anything. I asked for a supervisor, I got one and explained the situation, she said I couldn’t cancel it and get my money back she was extremely rude and hung up on me. I called back to ask for another supervisor and as I was talking to this supervisor she informed me that the last supervisor stated in her record I refused voucher. What ever a voucher was I was not even sure. Then second supervisor told me what she thought. So the flight wasn’t cancelled since she stated to wait a couple days before I make my final decision and she would wave changing fee to do so and I shouldn’t have any trouble. I then called back thinking I could fly in the place of my son on the exact flight and time and cost would be the same. That supervisor explained to that I had made three different requests and I would have to talk with customer service and let them decide if they would help me. I mailed letter to customer service and still haven’t received a reply. I tried contacting them email and it states wrong address. I have been unhappy with this customer service and with this airline. Still waiting to get email or letter in mail as to deal with poor rude supervisor that hung up on me and then wrote that I declined voucher. I have flown other airlines and have had similar issues and they resolved them to my satisfaction with not this kind of hassle. I can’t trust what the phone customer service say for they just want to make a sale I have decided. Poor Poor customer service fly other airlines is my advice.

  178. To whom it may concern. I was very unhappy with the customer service that was provided by one of the flight attendants. (Flt. no. 408 from DCA to PHX) Very RUDE and UNPROFESSIONAL) Certainly not as polite as the videos that are shown before the flight leaves. She should have left her attitude at home because I was not the only passenger on this flight that experience her wrath. The flight attendants name is Cher. I was traveling in a very large group on business and will definitely think twice about using your airlines. The lead flight attendant was very apologetic however this should not have happened in the first place. By the way the lead flight attendant apologized and told me that he understood that there was a language barrier. I’m part asian and found that quite rude making assumptions and stereo typing me based on my race. I’m born and raised on the island of Oahu and have been speaking english for 52 years. Don’t you feel that this came off as a little racist. On the other hand I would also like to thank the crew on flight 694 from PHX to HNL. EXCELLANT service. This one incident although small is a definite reflection on your
    airlines. I would certainly like to hear that she will be thought the proper way to treat people. Thank You Very Much. Sincerely Valerie Lum-DeRego

  179. Flight delayed again? Flight 165 on 11/15/15 was supposed to leave at 8:50. Delayed an hour then another half hour. Boarded then told the tire was damaged on landing and it’ll be at least 40 minutes. Then an hour. Then we have to get off the plane and will reboard at some point. This has happened to me before and I am a faithful American airlines customer. I’ll be flying every 6 weeks and bringing my kids to Vegas for The holidays. I’ve booked 4 flights in the next 6 weeks. I have a gold Citibank AA card and never get a free bag. I am very frustrated with American and am requesting 100,000 miles, gold status and free bags for life. Thanks for considering thus request. AA # 214J7B0. Gloria Lynn Hoffman

  180. I was scheduled for a flight leaving Ronald Reagan Airport to Columbus International Airport today, boarding at 2:42 departing at 3:50. Me and three others , sitting in the assigned gate, never heard the boarding announcement. Once we realized people were boarding went to the gate and were turned away. It was 3:04 PM when we were told this. Mind you the gate just closed two minutes prior and we sat and watched the plane front of us for another 20 minutes. People were still dropping off bags and boarding the plane . When asked why we can’t board the plane, we were chastised by the staff for not listening. The gate was crowded, and noisy. I can tell you we could not hear your staff. I am now sitting and waiting for a flight seven hours later and cannot understand why we were not let on the aircraft. I will get home around 11:30, which will make my wakeup call at 5:00 AM a rough one.

    American Airlines should review how they manage large crowds and your gate managers should learn to exercise sarcastic restraint to customers who have a legitimate customer service issue. I will live but must admit, it will take a long time before I consider flying on AA. I say this as I missed my child’s first viola concert tonight. Additionally I will file a complaint with my travel administrator regarding how I was received by your personnel. I will also make sure my team is “aware” so they can exercise their own due dillegence ( I work for Vantiv.)

    I am not sure I will get any response from this, but hoping I will.

    Patiently waiting for another flight

    Patrick Dowdy

  181. My husband and I were booked for honeymoon to NYC on Nov 9, 2015. Record locator: VDEURG. On the day we were to leave, Our flight #4378 was cancelled due to no crew. We were booked for later flight #5738, costing us a half day of vacation. The SECOND flight was then cancelled due to maintenance problem. Several alternatives were offered but nothing that would get us to NYC n the 9th. We had garanteed reservations at Hampton Inn, Times Square at $317 a night that were non-refundable as it was less than 24 hours. We ere offered a flight to Dallas that would get us out of Pensacola late but only if we drove an hour away to Fort Walton Beach airport. We took it, got in late and left after 4 hours sleep the next day. That cost us an additional $177.00 in hotel fees. My husband’s luggage never arrived in Dallas as we were promised it would- mine took over an hour to find as it was not on the carousel with the rest of the flights luggage, We got into NYC a day after our honeymoon was to start, with a lot of stress and cost. when we left to come home, we were told we could not change our flight to Fort Walton Beach without a fee even though there were seats available. So we flew back to Pensacola, caught an Uber ride home and drove an hour the next day to get our car. That cost us $42 in parking fees we would not have had in Pensacola as family would have taken us to the airport. We feel an apology and compensation is in order. We have a trip to Ireland already booked for May, 2016 and as we will both be retired by Feb 1st, 2016. We plan on traveling extensively throughout the USA and Europe. At this moment, I would hesitate to use AA again. Hope to hear from someone to make some of this right. We can never get the day of our honeymoon back. Andrea (Pease) Lewis

  182. Very unhappy with American Airlines service. Unpleasant person while checking luggage….and now twice delayed night before Thanksgiving for short Chicago flight. No information from gate agents. Will think twice before booking AA ever again.

  183. Maria Melody Drenckberg AA#: 7M54JY4
    Samuel Howe AA#: 9N64JY2

    Reservation #: PXVWNZ

    I have tried calling and was on for 15 minutes just to be hung up on. I have sent 2 emails with no reply… I love your airline but trying to have a change made so we do not lose all the the money we spent on our flight because we aren’t able to make it because my fiancés grandmother passed away and we need to be here and can’t leave right now with the funeral coming up during our scheduled trip. I have not been able to get anywhere and being that I am a Travel Agent, I know that for cases like this, even with non-refundable tickets, the airlines can give a credit for partial or may even give credit for the full amount to be used on future travel. I don’t have time to keep calling and being put on hold just to get hung up on after talking to someone. Emails go unreplied to. I am just asking for someone to help us since our trip to Las Vegas where we planned to go and get married but now cannot, just help me so I don’t lose all the money and will be able to reschedule in the near future. Please help me out.

    Melody Drenckberg

  184. my flight 5151 out of savannah to charlotte 405pm was delayed for four 1/2 hours with a flat tire no tire at the savannah airport to fix it so we had to wait for the next fight from charlotte to bring the tire to us and then we had to wait again for another flight to bring the tool to repair the tire . we were told to make our on reservation for new tickets and yet when we called in there was no information of a delay my frustration level is overwhelmed, laura a AA employee tried to help and got very frustration because she had a hard time setting me and my family together I was told to have a seat and she would try later after helping other customer at that point I felt like I did not matter after feeling that I was not important I request 2 meal ticket so we could eat because if flight was not delayed I would have be home for dinner at 7pm in Cleveland ohio I have never taken this airline before please make it right and replace 2 round trip ticket

  185. I have made 3 attempts to contact customer service through emails regarding a recent international flight in which I had problems with not only the preferred seats that i did not receive, but the horrible customer service in which my sister and I received. She was discriminated against for being to big to be served food because the tray couldn’t come down so the flight attendant said he couldn’t feed her. While there were open seats, and we could have been better accommodated, instead we were put near the windows and stuck there with babies. I really hope to not only be refunded for the amount i paid for the preferred seats which we did not get and we were specifically told through your company that we would be, but for your company to take acknowledgment of the problems and horrible service we received. Also, my sisters comment on your Facebook page has been removed by your company because I am sure you do not wont the public to know about such situations such as this. I look forward to a response from someone and to hope to not be ignored.

  186. I would like an address to mail a letter to American Airlines Customer Service, and I hope you will reply with this address.

    I also wish to comment on the excellent service AA offers to the handicapped. I am 84 years old and now need wheelchair assistance to get around in the airports. I was amazed and delighted at the assistance I received, and also at the attitudes of the people who assisted me with the wheelchair aid, and also the drivers of the handicap carts in Charlotte airport. They were all so helpful and very friendly as well. I wish I had gotten the names so that I could compliment each of them, but I only got the name of one person, who was exceptional in her effort to help me make a flight connection and she was so very good in making me and other elderly handicapped people feel more comfortable about needing the help. Her name is Pearly Mae Chisholm, Employee #50443 (or maybe it is t6443) She deserves some recognition for the excellent way she does her job!! Thanks for ‘listening’ to my thoughts.

  187. We purchased round trip connecting flights through Charlotte from Boston to Aruba for 11/28/2015. We paid additionally for your “extra room” seating. No where were we informed that these “extra room” seats did not offer a reclining option. When we arrived in Charlotte, we boarded flight 874 only to b told by the Captain that he needed to do some “routine maintenance” that would take a “few minutes” before we left, because he “would not be able to leave Aruba in time” if he waited to have it done done there. We were delayed about an hour for this routine maintenance that was only supposed to take a few minutes. Why is routine maintain being performed while a plane is full of passengers sitting on the tarmack? Shouldn’t you be completing your “Routine Maintenance” while your planes are not in service??? The hour delay resultd in our rental car being given to another cusotmer in Aruba.

  188. ( Continued from comment 191) In addition, we had to take another day of our trip to return to the airport 3 days later to obtain the car we had reserved. When we arrived for our return flight to Charlotte on 12/5/2015, we boarded flight 875, and one of our suitcases apparently never made it onto the plane and was left in Aruba. When we boarded our connecting flight to Boston, I was checked in and released to enter the jetway. While I was heading onto the jetway, I was told I needed to return and wait against the wall while others passed me by. I was told I needed to “consolidate” my belongings. I had a wallet purse around my neck against my body that measures 3 inches by 5 inches. I was told I had to take it off my person and place it in a canvass bag I had. Are you serious???? On board flight 1783, we were approached by one of the rudest stewardesses I have ever encountered in my life named Sheila. This plane was different from the other planes we had been on, and our “extra room” seating apparently would not allow us to put our personal items under the seat in front of us. While we were looking for a place to put our items Sheila was apparently trying to speak to me while there were people in front of me. She kept saying loudly “YOU NEED TO PUT THAT IN THE OVERHEAD!!!” I had no idea she was trying to speak to me. She got very loud almost yelling and I finally ask her , “Are you talking to me?” By that time, all the overhead bins were being filled and we had to put all the water, magazines, and food items we were planning to have on the plane basically inaccessible several bins behind us. She spoke very abrasively to my partner telling him she would have the gate agent remove us if we weren’t happy with our seating. When we arrived in Boston we found out that his suitcase was missing. The baggage claim agent told us it was left in Charlotte, and it would be delivered by 12 noon the next day. It never arrived. The number we were given was an 800 number that was automated and provide no information as to the status of the bag, as did the website. We were able to reach someone this afternoon who informed us that the bag never left Aruba!!! So we were lied to by the baggage claim agent in Boston! We still don’t have our bag!

    We are so incredible upset with this kind of mis-treatment and poor management by American Airlines and will never fly you again. When I read some of the above comments from other customers I am appalled. You should be ashamed of yourselves. If I conducted myself like this at work I wouldn’t have a job. Someone should shut you down.

  189. On Dec. 5th my wife, Tamar and friends Keith and Janet Burd and I were returning from a 7 day cruise on Celebrity Cruise Lines. We were scheduled to return from Miami to Louisville, KY via Charlotte on American flight 2448 at 1:00 P.M.The flight was delayed and we were at risk of missing our connecting flight out of Charlotte. The ticket agent assured us that we would have plenty of time to make the connection in Charlotte. Well, the flight got later and later and the ticket agent then told us that we would have to make any connecting flight changes in Charlotte. After the plane finally arrived and all passengers boarded, there was another delay due to mechanical problems. Then, the flight was cancelled and we were told to return to the gate where an agent would rebook us. Okay so…..150 passengers with one agent ! We found out about the “rebooking center” so we left the other 148 passengers in line and went to the rebooking center where they rebooked us on a direct flight to Louisville at 8:15 P.M. out of gate 60. The flight was then changed to gate 55, later to be changed to gate 53, then back to gate 60. Well, this flight was also delayed. By the time we boarded our flight, we sat on the tarmac for a suspiciously long time to find out that this flight was also cancelled due to mechanical issues. (Are you seeing a trend here?) We were then told that as soon as a flight left Miami, dropped passengers off in Key West and then returned to Miami, that we would then board that plane. Eventually we boarded the plane after midnight and arrived in Louisville around 1:30 A.M. Needless to say our luggage was not there, so we had to file a claim for that. The luggage was delivered that next day.

    So after all of that being said, I have one question…..How the Hell does American Airlines stay in business?

    I can tell you this, unless there is some kind of compensation coming from A.A., I will never, ever, ever set foot on an American Airlines flight again ! There are too many other airlines that can stay on schedule.

    So bottom line…..unless you come back to me with some kind of consideration, you’ll never see me again.

    John Martin

  190. ok…I recently purchased a ticket to fly solo to see my family! YAY…. I read the fine print, and clicked on all baggage charges to see if there would be any. NOPE, there was not a baggage charge for my one n only suitcase! Until…..I get to the airport, where I was told it was separate charge??/ Misleading right? I had to drop another $25 on the way up, and another $25 on the way back? WHY?
    I have also written about my luggage being scraped up and damaged…. I feel as If I am due some compensation, and a refund of $50 for my travel…. I am a patient lady, but I do hope someone contacts me soon about this…. I do have pictures and the receipt for my newly purchased luggage. sincerely, Selena Daughtry I flew american on Nov 18th 2015 and Dec 1 2015… tampa to columbus and visa versa…

  191. Hello, Please Help!!
    My family booked a flight to Houston from Portland. We accidentally booked on the same date that we flying back. This is our American Airlines Record locator: JDBBXA. Return: American Airlines Record locator: ITPSIS. I just called in today wished that I can change the fly out date to Thursday 24th of December and keep our return date the same on 28th.
    I’ve learned that to change the date we have to pay $200.00 per flier plus the ticket difference. My family have 4 members; that come out to be $800 + flight difference, and taxes.
    I know we all here to make money and the most of it. Unfortunately for us $800.00 is a lot of money. We just regular working people and have 2 kids. We’re trying to work until last minute to be able to afford our ticket to spend some time with the family down in Houston, then get back right away and ready for work that morning.
    I know we should be more careful when placed our tickets online on the 11th. I don’t know why, we made just a huge mistake with flying date.
    What I want to ask from American Airlines is can you guys please waive this fee for us. I know I called in today and paid the different, but if you guys can please help us out, that would mean a lot for our family in this holiday.
    thank you for giving the chance to write you this email and read it.

  192. What disorganization and misinformation given regarding flight 4397 Miami to tallahassee on 12-20-15. Mechanical problems everyone told to deplane with no further directions. Everyone confused. Some going home. What a mess. Understand mechanical problem. Don’t understand lack of information and organization.

  193. When will AA restore service on Aadvantage to Belgrade, Serbia. Ever since Malev Airlines went out of business 2-3 years ago there have been no award flights to Belgrade. AA partners BA and Air Berlin both fly to Belgrade last I checked but things may have changed. Neither BA or Air Berlin flights in or out of Belgrade are available.

    Thanks

  194. Flight 686 dec 26 2015 My husband & i were told the wrong transfer terminal gate in charlotte on plane going to freeport instead of nassau. I went to flight attendant behind counter to clarify flight. He looked at me funny when i said nassau smirked never looked at my ticket to clarify Location This flight was an hour delayed so there was no rush. Then went back up asked another flight attendant she said it was the wrong flight & we were to go to customer service & wait on line instead of telling us to try to make it to the other gate or call the gate. My husband & i ran to the gate & made the flight to nassau no thanks to anyone on your staff.

  195. I ordered round trip flight from Phx to Kansas City.

    The e-ticket was to be here within 3 hours. It is now at least 9 hours.
    Orbitz # is PBORB – 028-074-5534

    HAVE NOT RECEIVED.

  196. Charlestown to Akron worst boarding experience ever. Gate 38 b. A greyhound bus terminal is better run. Good luck on your new careers

  197. I purchased an airline ticket through expedia for travel in March 2016. the information received with my purchase indicated that I should contact the airline for seat assignment. Today, I contacted the airline, excellent customer service . However, I was informed that because I did not purchased my ticket directly from your airline, there would be a charge for me to obtain a seat. Can you explain why, because when purchasing a ticket, I thought I would obtain a seat for this flight. I did not know that I would have to pay for a seat, which increased the cost of my travel.

  198. It’s interesting to me that it has come to this avenue. I have done quite a bit of research Online to try and find an Email Address that would go to the Company directly. However, the only thing I could find was a Customer Service Department Questionnaire that is supposed to eventually lead to contact from them. This in itself is quite a serious flaw of the organization. I filled this out and in turn never heard back.

    If you are proud of your Business, and actually have a mind of trying to operate in a thrifty manner. This shows that you are quite challenged in doing this in the first place.

    I worked at Boeing for quite a few years, until I eventually came to my senses to the fact that the CEO Jim McNerney does not truly concern himself with the ‘actual work’ being done. Instead, he cuts it down so far with layoffs, that he actually shoots himself in the foot. You would think this would hurt. However, he leaves just a Company before the penny drops. He did the exact same thing with 3M before he took the job as the Boeing CEO. You can only appease the Shareholder’s for so long with His method, and then leave the mess for someone else to clean up. He did the exact same thing with 3M before he took the job at Boeing. And what’s worse, is that they are paying him a $20 Million Dollar Salary to do this. The story with the previous CEO was terrible. However, now they are actually taking their anger out on the actual employees of the Company by hiring Him. And, they will have to have the reality set in to realize what they have actually done to the Company.

    You see a closely related example of this with American Airlines. I recently took a trip and they never got me to my destination.

    The first thing I noticed was the Aircraft itself since I have actually worked in this field. The first plane I was on was not even built in America and was so in Brazil before I was even born.

    The Pilot said there was a weather issue, and there was with Tornado’s in the City we were supposed to fly into.

    So, we landed in another city, stayed the night there, and then flew in another Aircraft. We were all set to go, and then they told us we couldn’t go anywhere due to “Mechanical Issues.”

    In turn, I was delayed another day to get to my destination. Then, another day following this, I boarded a plane after a slight delay (I had gotten used to this since every single flight I was on was delayed for technical issues)

    We flew almost within eyesight of the destination, and then the captain came on and said that the technical issue was acting up, and instead of landing where our destination was, they needed to turn back to have it serviced by people that could actually do this. It’s surprising to me that they didn’t have a service department at every Airport they flew to. (however, this would actually require common sense, which they clearly don’t have)

    I had some extremely constructive advice to give them to avoid this in the future, but was unable to establish contact with them.

    So, there are a few thing’s I have noticed that I will note here, and consider it my own educational venting since they do not serve the customer well at all with regard to this:

    – Flip your approach and to not treat the Customer like dirt. Realize that they are your ‘bread and butter’ and without them you wouldn’t be in operation at all.
    – Fly Safer Planes that were actually build more recent than 30 years ago
    – Completely change your management structure with people who ‘actually care’ about your primary objective.

    Everyone – “Never Ever Waste Your Money, So Never Ever Fly American Until Serious Changes Have Been Taken.”

  199. Last month, I traveled on American Airlines from Portland, Maine to Washington, DC. I can’t tell you enough about the excellent service I received. I requested a wheelchair for both airports and the chair and attendants were right there and went above and beyond the call to duty. So often we send complaints and when people do an outstanding job, no notice is given. I just wanted to let you know how pleased I was with all the service I received. Thank you.

  200. I recently flew an Embraer aircraft from Dallas to Tyler (flight 2746 on December 29th, 2015.) Since the Embraer is a small plane with little leg room, my knees were embedded in the seat back in front of me, and it was causing discomfort for me and the passenger in that seat. I asked the stewardess (“Ellen) if I could move to the exit isle, where there was more room. When I asked she said: “We are going to finish counting heads before we start playing musical chairs.” When she finished counting people, I went ahead and moved to one of two OPEN seats in the exit isle–I didn’t ask her again because of her rude response the first time. Ellen came over the public address system: “Did you move into the exit isle? Go back to your seat.” I went back immediately. She continued on the PA: “There could be a $10,000 fine, and I am not going to pay it.” As I took my seat, I did say: “I’ll take care of it,” meaning that I would notify someone about her behavior. She said over the PA: “good, because one of us needs to.” One of two things is evident: either she was working under the influence of something, or has serious emotional problems. I am a mature (age 53 as of that day) professional person, and was never rude, used language, or raised my voice at her, as passenger interviews or cabin recording will reveal. I also am a long time Advantage card holder. Makes you wonder if AA drug tests their employees. It is a matter of time before this lady does this to someone who wont back down as I did, and there will be scene. They will have a delayed flight while they have to get security on the plane and break up the yelling match between the “high” flight attendant and the passenger who she abused.

  201. This is January 5, 2016. On October 17, 2015 I booked a flight for 2 people. The baggage charge should have been $25 for the other person’s only bag and
    $25 for my first bag and $35 for my second bag. I was told the cost would be $250 that we had to pay for the luggage. I reluctantly paid it. Also $60 on the return flight. October 26, 2015 I received the response, passenger refunds were addressing the request. I have yet to receive any thing else though I have emailed them. There response did include two phone numbers both of which are fax numbers. What is wrong with this company? Your customer service SUCKS!!! Who in the hell communicates by fax ?

  202. ZGGUF 4/12/16 and 4/21
    CSR Sherry made contact with Seating Priority to insure Ellen Arnold and myself asile seats in front of cabin to accommodate our knee and shoulder surgeries. I hope her efforts work as we really do not want to purchase seats on our annual flight to Paris. I have used this USA now AA flight for 10 years. Please help us make these valuable seats possible for us seasoned travelers. GDW

  203. I am a 100 percent disabled veteran who has saved her money for about 16 months paying in a vacation club to go on a cruise from PR round trip to the Caribbean with my son who I wont be seeing for a long time because of a job he decided to take. I bought a plane reservation when US Airways was in business but someone in the company set it up to take my flights and to steal my money. They switched it out to American Airlines but they changed the six digit record locator 3 times. It should not have changed but only twice and they moved it from NYC to PHL. They did this because the person who ruined my cruise is from PHL. Bronwyn Westraad is supposedly an employee of Disney Cruise Line and she has a cell phone. She lied to everyone and said that I had a conversation with her. I just told her on voice mail to call me because someone said that they were cancelling my cruise. they gave no reason. I am 55 years old and I have a fixed income. They canceled my cruise without a reason. They didn’t like that I mentioned that it was too dangerous to try and reach Grenada on 1/12 leaving on 1/10 that you would have to go to fast and you cant do it So the captain looked at the mapping I gather because they changed the itinerary so that the ship goes to Barbados first and then to Grenada. I am pretty sure that they did this so that they can get recognition from the Captain and this man is an FBI agent and he is nuts. She and he are nuts. I am pretty sure they have messed with my phones so that every person I talk with is rude enough to make me say horrible things. I want a refund of my 709 dollars because this Travelocity flight was booked knowing that US Airways was going out of business and I would have schedule changes. Not just time but also hub. From the beginning of this booking its been a nightmare and they still wont cancel the flight even though they know that someone stole my cruise now. If I go to PR the hotels are too expensive and I don’t have savings and I wont have money for me and my son to eat that’s why I go on cruises. Please can you pleas give me my refund for this APXKY4 to JTQGUN to BTJOHE

    Please in the name of Jesus Please refund me please

  204. Hello
    On December 25, My three sons and I had a flight from Cleveland to Phoenix that was to leave at 7:50 with a stop in Charlotte NC. At about 3 or 4 pm on the day of our departure, American Airlines delayed our flight which would make us miss our connection in Charlotte which had no other flights out to Phoenix that day OR the next! And why the delay? No explanation. So without any help from an AA representative..(almost as if it was our fault) we found another flight through Dallas…which left in an hour and a half. We made it to the airport but with yet another rude AA representative, (I understood it was busy with the holidays and all) I was assured that I could get my bag in Dallas since we now had to spend the night there. I asked him about the tag that looked like it was checked to Phoenix and he said curtly, you’ll just pick it up in Dallas and recheck it in the morning. Well the bag did not make it on the conveyer in Dallas. When I asked another representative about it, he said it was in a big room and it was going out when we left in the morning. I told him I needed it for my hotel stay, and he told me it would take 4 hours to get it. Okay…nevermind…I’ll be back here in four hours!!! So I left for the Dallas hotel without my luggage.. Got on our flight the next morning and took off on time..(will wonders ever cease?) only to find that the bag was not there when we arrived in Phoenix. It was nowhere to be found. after about two calls a day, I went back to the airport a few days later and looked around again myself. It was nowhere. The agents working in the baggage dept. could not find it and figured it got stolen since the documentation said it had arrived the night before. She said that it was checked in but NOT checked as “unclaimed” which meant someone very likely walked off with it. So I spent my entire vacation without any clothes except what I was wearing and what I now had to go and buy. This was MOST inconvenient. I called several times to check in and kept getting the same response..that they were so sorry and they’ll keep checking. What is to be done with this? What compensation is there? What accountability is there? My bag finally arrived yesterday at my home. And yes I’m happy but what is the next step? I had to go and buy many needed things. I have been told to call Baggage Resolutions but cannot get through. I spent my entire vacation without my bag. I paid over $600.00 for the airline ticket and 25.00 for checked bag not to mention everything I had to buy. Could you please address this matter? At this point, customer service has been “nice” but nothing has been done. I also would like to know where my bag was found. What is my next step? Thanks for your time.

  205. Please refund my $30 for extra room. Purchased only to board earlier with luggage. Flight from Jacksonville to NY allowed luggage on board. Will share this with Harvard colleagues. Karen Turpin

  206. Had great customer service sine 1/17. Been pulled off the FRA flight and stayed for 2 days in Philly. Today 1/19 I will resume my flight to FRA with up to par documentation. To my surprise the ticket agent at the check in counter were absolutely rude, not helpful and expected me to hunt down my luggage that was checked in on the 17th and that I was unable to retrieve when I was pulled off the flight on Sunday. 3 ticket agent’s were completely useless with attitudes. Once I cleared security I went to see a special customer service agent who told me my bags will be placed on my flight today.

    Every other employee I encountered was exceptionally helpful, courteous and made my travel experience a positive one.

    Angela

  207. We need a written verification from American Airlines to process our cruise insurance claim. Stating the circumstances of delays on the day we traveled to board our ship. Our ref. no. is XPNOSG. December 12, 2015. Due to fog in Charlotte we missed two connecting flights to Ft. Lauderdale. We have received vouchers from American Airlines, but the cruiseline claim is pending. May we have a response soon? Thank you.

  208. I flew American airlines for the first time and it will be my last time it was the most horrible experience I had ever had with a airline. never again you had better get your act together

  209. I am 77 year old I plan this wonderful vacation with my daughter to show her our heritage in Chile, we paid almost $3000.00, we flew to South America Chile on 12/27-01/06/2016, then the nightmare started the fly from Miami to Santiago scl , we seat in the runway for two hours due to luggage delayed, the pilot said it was problem with not enough employee to load the plane AA957 with luggage. then our seats problem: seat 41A , my daughter TV was broken, my seat 41B my arms were broken, wouldn’t move up, so and when I need to go to the bathroom I couldn’t get up, since I have Diabetes I need to go to the bathroom that is why I took the end seat when I tried to climbing over the arm I cut my leg and was bleeding. I ask the flight attendant for help, she was no help at all. my daughter tried to help me by climbing over me since we couldn’t get any help. she slip and fell on both arms trying to climb over me and bruised the inside of her legs really bad. we have pictures of her leg and my leg look like elephant feet, let me tell you it hurt so bad I cried from the pain, the whole two weeks in Chile I had to buy sneaker one size bigger since my feet were so swollen and my daughter couldn’t wear her bathing suit since the inside of her leg were all bruised up. the doctor said I was lucky to be alive not being able to move for 12 hours and he swollen legs it not a good sign at my age. we didn’t have dinner till 2:00 am, I am Diabetic when I started shaking my daughter had some cracker. we finally go to Chile.. the trip back …plane AA 940 ,the nightmare start again, my daughter seat arm was broken here we go again the fly attended was no help again. they just want to chat with each other or the men on the plane. when you tried to ask them a question they gave you got dirty looks, so she had to climb over the arm each time she had to go to the bathroom. because of our injury we were not able to enjoy the time fully like we wanted too. I am 77 year old my pain was so bad I cried and normally I am a tough old lady, when I got back I had a mild stoke from the stress I am lucky to be alive. Please let you employee know that old people need more help then young people we are people too …we will need more attend and love. thank you Dora

  210. Every now and then you find someone who truly do the job they are paid to do. I not only found one , I found several at American Airlines .While traveling 01/25/16 from St. Louis Mo. to Ft Lauderdale I left my black canvas Ralph Lauren polo carry on at the gate, I was not allowed off the plane to retrieve it because the door was closed and the jetway removed. However the flight attendant assured me that he would do what he could to get it back for me. Doubtful, I sat down . Unknown to me The flight crew notified the Ticket Agent who located my bag and turned it over to baggage claim in St.Louis where Ms.Maple and Jeremy was most helpful in sending it to my home in Miami fl.two days later with my iphone and other goodies inside. Thanks for a job well done.

  211. I am stuck in LA, because my AA FLIGHT 1927 on February 3rd was cancelled! I am very dissatisfied!!! I was not given a definitive answer as to why my flight was cancelled. However, that is not the problem! I paid a lot of money to get to where I wanted to go, which was not LA. Now I am stuck here for over 24 hrs.
    I received a hotel for the night, but I have to check out at 12 noon, and my flight does not leave till11:30pm. Now I have 12 hours where I am stuck in LA without any reason to be here.
    My other problem is that the meal vouchers that I have received were not sufficient!!! They only gave me $32, for 3 meals! That is not enough to eat a meal anywhere in LA, or anywhere in the airport. I am expected to get three meals out of $32 here at the hotel? Not possible!!!
    I am very unsatisfied with your customer service!!! I think it was cheaper for you to do this to me than to run the flight that I was originally on, because the flight was not full. This is a very frustrating situation to be in, and unless your company will compensate me further, I will be forced to take other actions, such as contacting the better business bureau, or whatever my lawyer advises me to do!

  212. jan 1, 2016 I WAS NOT ABLE TO BOARD MY FLIGHT FROM MINNEAPOLIS TO OKC, I WAS ON WAY TO AIRPORT AND HAD TO GO TO ER, IN ST.CLOUD. THEY ADMITTED ME JAN 1, 2016 IS IT POSSIBLE TO GET A REFUND ON MY TICKET, I HAVE THE HOSPITAL DOCUMENTATION.

  213. A business associate and I traveled back from Punta Cana, DR on flight 1629 from a business trip last Friday (2/5/16) and then on to Dallas via flight 207. Once arriving back into Dallas and retrieving our baggage, we noticed a strong odor on the suitcases and then on the contents inside, the offensive “musty” smell permeated everything and on some items it’s doubtful that the smell can be removed. On one leather item there appears to be residue transfer. What other contents are in the cargo area that would transfer such a smell? Please contact me to discuss…..thanks.

  214. Ref: Ticket numbers 0012320492735/2736. We had to cancel our flight to Puerto Vallarta from Orlando on Sunday, February 7th due to illness. I understand we can use our tickets within the year from date of purchase. However, I understand that a $200 each penalty will apply at that time. We will be getting documentation from the Mayo Clinic attesting to our reason for canceling.

    What do we need to do after receiving that documentation to avoid the $400 penalty?

    Thank you

    Stella Ruggiano

  215. On Dec 31st I was on flight 2423 From MSP too Dallas. The co-pilot was sick so we waited from 3:30 till 8:30 when another co-pilot. They said fly to Dallas they had hotels for us, arrived to nothing. I had already missed my fight to Ft Myers. I rented a hotel in Dallas for $113.00. I had a wedding to go to, could not wait for the FT. Myers flight, so I flew into FT Lauderdale, where my wife picked me up. I thought for sure you would do something for me, without me complaining.

  216. I want to commend American Airlines for all the kindness and concern shown us as we traveled to Ft. Myers FL and returned to Madison WI recently. We need assistance and at every terminal and flight we received a full measure. Especially from the Chicago based crew (Capt. Bruce Little) on February 6h American Eagle flight as we returned to Madison from Florida.
    Please extend this thank you to the crews.
    608-249-9014

  217. AA EV 36482
    The incredibly unprofessional way I was treated‎ by AA is a guarantee that unless absolutely necessary I will NEVER fly AA again, In compensation I was offered 5000 points and when I protested vigorously I was offered a measly additional 2000 ‎ Apparently AA needs the points a lot more then I do. My company personnel spend approximately $120,000 on AA in 2015. Rest assured it will be closer to 0 ZERO in 2016. Shame on you.Jet blue gave me 10,000 points for a cancelled flight due to snow storm‎ and .I expected nothing, KLM gave me 5000 points on cancelled flighty from Amsterdam to oslo Just 2 days ago due to storm-the owed me nothing yet gave me points. On AA I had a ticket number and a confirmed reference code and an Em confirming my flight from EGE to NY and yet I was denied boarding, never given an explanation and oFFERED 5000 Shame on you ‎-i wasted 9 hours at the airport and it cost me close to $1000 to get back to NY‎I have my own legal dept and am considering a small claim court Isaac Pollak1

  218. AA EV 36482The incredibly unprofessional way I was treated‎ by AA is a guarantee that unless absolutely necessary I will NEVER fly AA again In compensation I was offered 5000 points and when I protested vigorously I was offered a measly additional 2000 ‎ Apparently AA needs the points a lot more then I doMy company personnel spend approximately $120,000 on AA in 2015Rest assured it will be closer to 0 ZERO in 2016Shame on youJet blue gave me 10,000 points for a cancelled flight due to snow storm‎ and I expected nothingKLM gave me 5000 points on cancelled flighty from Amsterdam to oslo Just 2 days ago due to storm-the owed me nothing yet gave me pointsOn AA I had a ticket number and a confirmed reference code and an Em confirming my flight from EGE to NY and yet I was denied boarding, never given an explanation and oFFERED 5000 Shame on you ‎-i wasted 9 hours at the airport and it cost me close to $1000 to get back to NY‎I have my own legal dept and am considering a small claim court Isaac Pollak1917 592 4813

  219. i had to cancel a flight on jan 1 2016 n.TMRYPL buf. to melbourne. i had a dr. note and was told i still hadto pay 200.00 in change fee for a ticket i pd. 130.10 for and have not used. iwas going to book another flight and use the 130.10 towards the ticket , then i was told even with a dr. note, i would still be assessed a 200.00 change fee. how is this fair? Why would i ever want to fly on american airlines again.

  220. i purchased a ticket #TMRYPL on jan 1 2016 departing bflo ny to melbourne, fla, i was not able to use the ticket and had dr. note to confirm when contacting one of your agents i was told though the credit is fo r130.10 i would be assessed a 200.00 change fee to use the ticket. how is this fair? Why would i want to fly american airlines again.? Whocan i contact for help.

  221. let me know how to resolve the ludicrous 200.00 change fee on fliight i purchased on 1/1/16 for 130.10 to mel bourne from bflo TMRYPL.

  222. I have tried unsuccessfully to be refunded for a flight that was cancelled on February 8 from Augusta ME to Daytona FL. Conf.#32476833 ticket #0017742747045-46,
    the first flight in Augusta ME to Boston was cancelled due to weather conditions. I also had insurance purchased. Please advise. Sharon Wing

  223. The last two times I have flown on American Airlines from BWI to MIA my precheck clearance has not shown on my ticket. When I have spoken to customer service I am dismissed with “It is just a glitch”.
    It may be a glitch to you but it means that I have to stand in a long line which is very painful with a knee cap that has been broken.
    I never had a problem in the past and never have a problem with any other airline.
    Please tell me how this can be resolved. I do enter the correct precheck number on the reservation form and the customer service agent has also check it. This does not use good relations with a customer who flies 8 to 10 times a year.
    Thank you for responding to this query. Joan Sobkov

  224. Several people have suggested that i use AA out of “Cameron Station Ft. Hood, Kileen Tx. Can you provide me with “direct flights” out of this point.

    Thanks

  225. The flight crew automatixallu made me check my bag even though thier were several open overhead bins. See attached flight info. It would be nice if they crew did bot saw it wasnt thier fault and dont blame them. I did not say anything about that…all i said was that it made no sense and was poor customer service. It made no sense. Flight from dallas took off at 8:15 to Philadelia. Upset. Kate Vail

  226. Worst Airline ever?!?! Lost my luggage in Charlotte NC, February 6 after giving it (along with my wife’s) to two attendants at the baggage belt for returning passengers. Hers came in on our flight, mine did not. Now 11 days later and after having gone through telephone hell and some very non caring people, I have had no contact from anyone. The standard answer is “we are still trying to locate your luggage”. Their questionnaire and all forms have been sent to Baggage Claim department but no one really seems to be interested in doing anything to alleviate their problems. I was told after my call today it will be 6-12 weeks for them to try to resolve it. This by a lady named Crystal. So far I have spoken to Thomas, Debbie, Phyllis ( a really non caring person) and now Crystal. Why are these people not trained to at least try to be caring, compassionate and empathetic to your problem??? My next route is small claims court. At least maybe it will spur them to take some form of action. My advice, fly another airline!!!

  227. I had a very difficult experience today trying to book a straightforward trip for my wife and i from phx to sfo. Initially your site said their were no flights. I changed browsers and got near the end of the booking but unfortunately entered my wife’s advantage number wrong and the site would not let me change it. When i went back to start over again it had the same wrong number and would not let me continue. I then went to a third browser got all the way to the end and the price for economy coach came up $4258.00. Plus the seat selection indicated no additional charge for the seats i chose (14cd). I finally had to call an agent after wasting an inordinate amount of time. I know it’s not my computer because I was able to get immediate comparison from a competitor. I finally booked it (AJKUTW) but feel misled by the site not indicating the additional charge for the seats i chose. you really have to do better, this was not up yo your standards!!

  228. Good morning. I flew American Airlines First Class on Wednesday February 17, 2016 in Flight 1064 from Miami to New York. Reservation # HFVJTJ. The personnel on the plane were very good, however the ovens were broken so there was no hot food being served. No rolls or your famous cookies could be served during the flight. We also learned that this plane had no working ovens for three days. I fly American Airlines often and have a credit card from your company. I expect the first class service you have always provided and was disappointed that I paid extra for these services and did not get them. Just wanted to let you know so it doesn’t happen to other customers. Thanks.

  229. Unfortunately due to weather I was not able to get out of the tri cities on time this past week. However I am very frustrated with American Airlines customer service.

    I was delayed on Monday feb 15th twice before being cancelled and bumped to Tuesday. While I was frustrated I understood. Then at 10:30pm I get a text saying my Tuesday flight was cancelled until Wednesday. This was unacceptable since my seminar started Tuesday. I asked for refund, went to the website and it said was was eligible foR $0 refund.

    I had to book a flight with delta for twice the money because I had to be at the seminar.

    Please help me with a refund or future flight credit

    Thank you

  230. I’m disappointed in the lack of confirmation sent to us concerning our flight. I booked my Husband and I through Orbitz (PBORB-817-118-9484) on a round trip flight to New Orleans from Detroit Metro. We were to go Spirit down and American (VNWWGK) back. Well, we received confirmation from Sprirt,Wynham hotel, Budget car rental, and MUG conference. My mind didn’t pick up on American Airlines, so when we were to return I just thought we were to be on Spirit, afterall they “talked” to me. SO, YES, IT WAS MY FAULT WE WERE NO SHOWS….BUT it would have been nice to have you confirm that we had tickets on Jan. 13,2016. If we could have a refund that would be great, but that would be grace. Sincerely, Maryhelen Price &David Price

  231. my grand mother take a flight from Ecuador 2/18/16 (stop in Miami)in route to new York,when she was waiting to get her luggage what a surprise she got!!her luggage was broken and somebody inside steal some good that was inside,also the zipper was violated(broken)she lost in merchandise that she bring it to my family with the cost about $350 when she informed what happens in AA counter in JFK NY they offered to replaced her brand new luggage with an used and old one that looks like they pick up in the garbage!!.also they said that to repair takes about 4 weeks!!I call to the repair company on 2/22/6 imagine what they told me!!the luggage not even get there yet!!!I do not recommended to anybody is very unpleasant to deal with them!!!.for this cause my grandma is a nervious wreck to fly back alone.now she’s planning to fly back with my other brother,and she has to pay to accommodated my grandma in another flight.at least they should NO CHARGE PENALTY to a customer that have this inconvenience if I can call that!! now she has to buy another luggage to fly back we can’t wait 1 month as they told me yesterday NO GOODDDDDDDDD

  232. I have just redeemed miles to book a vacation to Kenya.I am a platinum member
    however ihave not been privileged to get better seats on British airways part of my flight.My locator no. is AUOANL.My wife is extremely disappointed after being loyal to American for over 20 years.
    We had a similar problem last year as well on a long trip to Australia.Locator no was ICIGSE
    British Airways don’t allow us to use the lounge facility in London.This certainly takes away the very privileges we thought we had earned over the years.
    I thank the lady at award reservation for spending a very long time with me to
    book this ticket.My heart goes out to her for an over and above service

  233. I put in a request last September to use my ticket at a later date. I unfortunately had emergency gall bladder surgery two days before my flight. I called immediately to let the American Airlines know and was told that they would be no reimbursement, which was fine, I just want to use the ticket at a later date. I put my request in and I have still not heard anything from the airlines. This was a unavoidable circumstance, trust one I would rather had not gone through. I would have preferred to go back to New York with my kids so I could see my father and my kids their grandfather. Not to mention going to my nieces wedding. I have still not heard anything from American Airlines and I would like to use this ticket this summer. Original ticket number 0012355954563

  234. Record locator AQRPGM my experience with the ticket agent at the Miami international Airport was awful. Arrived two hours before my flight as the flight was boarding I had my boarding pass I want to Buy headset came back and the ticket agent said I didn’t have a boarding pass. She refused to look at my ticket she refused to let me on the flight she put somebody who is on the standby list on my seat. This caused me to not be able to see my brother who is being deployed to the middle east for nine months. I was extremely distraught and they were unable to put me on any other flight. I have never dealt with anybody so rude disrespectful before.

  235. I flew down on Feb 4th Portland to Tennessee. I understand bad weather problems, but no effort to help when there were long flight delays, and cancelations . My ETA should have been 4:30pm . I did not arrive till 12:30am. Return trip on 2-24-2016 was worse. At Philadelphia airport, my flight was canceled. I got online behind 60+ people not once but 4 times as each successive flight was changed and cancelled. No more planes out on 2/24/ so I was put on stand by as #2 passenger then bumped to #9 when I arrived at 5am the next day . I was shocked my standby position was changed by “a frequent flyer” I ended up at a hotel – 2 hours sleep , shuttle and taxi service at my expense. No dinner or breakfast tickets were offered. I spent 2 days trying to get from Philadelphia to Portland. I was extremely disappointed in your service at Philadelphia airport. I will be very reluctant to fly American again and definitely not through Philadelphia.

  236. When we boarded flight 556 in monte go bay today we were the first people in our section of the cabin and we noticed a backpack tucked behind row 8 with no person anywhere that it belonged to . We pointed it out to a man with an AA uniform who seemed to be a passenger and he was quite rude saying it belongs to an AA employee and obviously I must have never been on this type of airplane before. My husband and I feel very uncomfortable with this type of response from 1 of your employees!!

  237. Flt 1999 from FLL on11-22-15 was a mess. Was delayed because all baggage was not loaded because of the rain,then the baggage was loaded improperly, we taxied back to the terminal, fixed the luggage and then we needed fuel since we were delayed. We waited for someone to come to unlock the fuel tank(that procedure) for at least 40 mins. By the time all of this transpired, the flight was very late landing in CLT causing me to miss my connection to FLO. Seems like some of that could have been avoided. That trip cost me extra money for my connecting ride home as well as extra airport parking and when a meal and luggage fees are added, it is a handsome sum of money. Please respond. I need to fly again in June 2016 and I am hoping to avoid any problems.

  238. On January 25th I contacted American Airlines, as I looked at our reservations and noticed that my Daughter had us traveling all day, So I called to up grade our tickets to first class as I did not want to travel all day in coach. I use lay try to travel first class as I am sure you can review but I am trying to save my Miles as we are planning a large family/graduation trip to Hawaii. So when on January 25, 2016 when I called to use miles I was told yes there was seats available and it would be the $75. fee person and 15,000 miles. I was ok with that.. Well I have been told that it was $150,00 per person I would have never paid $300 to move us up to first class..I was offered 1,000 additional miles. I am in hopes that you are able to help me straighten this out
    The tickets are in Dawn Quists & Susan Bissing Name we were on flight AA1444 A on February 13th 2016 any help you can give me would be greatly appreciated

    Sue Bissing

  239. I was on AA Flight 1626 from JFK – CUN on Thursday February 18th
    I paid an additional $20 for a seat with more room. You put me in a seat next to a very large man who took over half of my seat. I was unable to put the arm rest down and was forced to sit in a very uncomfortable position for the 4 hour and 28 minute flight. I asked to be moved but was told that they could not.
    This was totally unfair to me- I paid for a seat and got 1/2 seat, I paid extra for “extra room” and got no room. This was a terribly uncomfortable experience for me.
    Please refund by entire fare including the extra $20 I paid for what you said was going to be more room.

    A very unhappy customer.

    Kathleen Dempsey

  240. I recently flew to Fort Lauderdale on February 18, 2016 on the 10 am flight from Philadelphia. One of the stewardesses was a woman named Kim who had been a stewardess for a long time on American. I was flying with my daughter and her four month old baby and had several carry on bags as well as a bag for the pumping and nursing bottles. Kim was fantastic, such a great help with many things during our trip including but not limited to getting on the flight, getting the bags into the overhead compartments, getting us items we needed during the flight and getting out of the flight with our bags. She did it all with a big smile and such a great attitude, definitely going above and beyond. I am hopeful that you will give her recognition as not only a wonderful stewardess but a wonderful compassionate person! Thanks again Kim!

  241. I BOUGHT returned American Airlines tickets thru Cheapoair for my .SADLY they put middle name on it where as i dont have middle name, will i be allowed to board the flights. I AM TRAVELLING TO dENVER THIS MAY FOR MY SON GRADUATIONS. PLEASE advice me on this matter. i have contacted cheapoair as well as American Airlines but it seems they are pushing me to one another. its coast me more thsn usd 1000 for this tickets. i am looking for to travel to us with 28 hours journey. thank you very much

  242. I want to let you know I was very unhappy about the service we received on 3/7/16. My Grandson Dylan Lawrence was with me. Our ticket numbers where 0017753885625 and 0017753885626.

    Our first flight was from New Orleans to DCA. When we got to DC our plane was on the run way to long so we missed our flight to BTV. We then had to take a flight to Charlotte NC and then on to BTV. This took us six and a half extra hours to get home to Burlington VT.

    I am a disabled veteran who has to use crutches and this was very hard for me. I had specifically booked a flight that only had one stop to make sure I would be able to make the trip. I do not think your airlines should book flights that can not be made due to no fault of the customer. This does not encourage me to use American Airlines in the future.

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  244. Packed like sardines in tiny seats apparently filled with rocks. Headrests that only worked sporadically. No legroom unless you paid an extra bribe. Sub-par overpriced food and Wi-Fi access, freezing cabin temperatures. I could go on…..
    Do NOT travel with this airline unless absolutely necessary.

  245. No agent in sight. Flight 1583 delayed delayed and delayed with no info or updates given by gate agent. what a nightmare

  246. No gate manager on scene. Still not telling the crowd at the gate a thing. When. I asked was told the flight had boarded but not taken off. But no explanation as to why. It’s not a weather thing and the flight has been recreated. So what’s up? American is ruining my vacation and can’t even be bothered to tell us when/if our flight will ever even leave Miami much less get us from IAH to MIA. Certainly American owes it passengers more respect

  247. still nothing on flight 1583. Do not understand lack of communication. Am now realizing I am unlikely to make connection in Miami at 10am

  248. So far you have made us lose 24 hours of our vacation We work hard for time off work and of your days have led to us reaching our destination One Whole Day Later. Not a satisfied customer and will spread the word.

  249. I would like a credit for a flight we missed from Phoenix to Spokane. We missed the flight because it took us so long to get thru customs. We were flying from Mazatlan and going thru customs in Phoenix. We had 5 large bags since we stay in Mazatlan for several months. Our Doc for David Hamer and for Susan Hamer. We fly American every year when we go to Mazatlan. Please advise

  250. I have a request reference number 14716375252 from a trip taken last Nov. I would like to know the companies response.

  251. FLIGHT FROM SEATTLE To Chicago 3/15. Ski bag missing. Was given report to check status, – File number ORDAA00607290. Was told at the the airport that the bag would be on the next flt to Chicago from Seattle , arriving today at 1:30, should have bag by 3:06 No bag as of yet. Report has wrong customer name on it. when I call the number, the computer states bag not located. What is the status?

  252. I recently flew to RSW on March 13 Flight 1477 and returned on flight 2563 March 19th. The ticket was bought on an AA MasterCard ending in ….4260 . Each time the gate agent charged me for my checked bag, $25 each way, however, that is one of the perks of the card. Free first checked bag. Can you please look into this charge and refund my card please? .
    Thank you
    The card is under Timothy Maloney (my father)

  253. Gold #6CJY924: Record Locator: EVIXIM Your system would not print boarding pass for second leg of trip. Called Customer Service: CS informed me I would have to wait 24 hours in order to print 2nd leg of trip. Informed CS this was not true. Was put on hold: CS came back and stated I was correct but to wait until 24 hours in order to print 2nd leg boarding pass. You CS and system is NOT working correctly!! I have flown AA every month & have not gotten this problem! CS could not assist me correctly! Poor CS value for the money paid. Perhaps it’s time to switch to another airline that has their system working properly so I don’t have to waste my time checking in twice???

  254. Because of a family hardship, we are not able to make our trip as previously planned and had to cancel our reservations. We spoke to a representative at American Airlines and explained the situation to her, and she suggested that we contact you. The record locator number is NFDCHU. Is it possible to waive the $200 each ticket fee if we purchase tickets at a later date before 3/10/2017 at a price of $516.20 each or more?

  255. February 23, 2016
    JMD
    I am AAdvantage FF
    We were on AA 1517 from Miami to Roatan 02/13/16 and 02/14/16 & The flight was unable to land in Roatan and diverted to Belize. I am familiar enough with flying to know the Captain made the appropriate call and the diversion was weather related. Upon landing in Belize we were informed by the Captain there was a warning light on an engine that needed to be addressed, the part was available in Belize. The result was a clear mechanical delay. We deplaned and were told we would get food and drink. After more than an hour we had not been fed and a bit later we were given a sandwich and bottled water and then told we could board. We then taxied to the runway where we sat for a period of time and the captain then reported the engine light had again appeared so we taxied back to the gate and sat until the 2nd mechanical problem had been resolved. The Captain then told us that we could now fly but could not land at Roatan as the airport curfew for landing had passed and we would be flying back to Miami. We were told AA Customer Service would meet us and make the necessary arrangements for the night and the return flight the next morning.
    When we finished going through Immigration and Customs and baggage and we had GREAT difficulty finding the ONE AA Customer Service person who was extremely difficult to deal with in terms of the arrangements for the night and next morning. We learned that there were no hotel rooms available. At 11.45 pm he finally gave us a voucher for the 9AM flight the next morning and a $12 voucher for food. and we learned from other passengers that we were to go to the 4th floor to an auditorium. Upon arriving there we were provided with a folding cot, a small light blanket, the room was painfully cold and filled with people on cell phones. After an extremely uncomfortable night the AA counter staff had no idea who we were and why we needed re-ticketing. It was not a most unpleasant experience.
    Upon landing in Roatan on Feb 14, I learned a piece of my luggage was still in Miami and they would have it on the plane on the next flight from Miami to Roatan, the following Saturday! By asking several questions the AA agent finally realized they could send it on a flight to the Honduras mainland and then to Roatan. It was necessary for me to go to the airport to pick it up. Your Customer Service in Roatan does not appear to exist, at least not for us!
    Many of us learned from your passengers that were waiting for our plane to arrive for their return to Miami that as we camped in Miami, they had been returned to hotel rooms and provided with dinner and breakfast at no expense! We expect compensation equivalent in value for housing and meals to that you provided to the passengers that had to stay in Roatan due to the mechanical problems with our flight. Considering the extreme inconvenience, physical discomfort and loss of the use of our rental house for one day, we expect some compensation. I have been exchanging emails since the flight in February. As of today, 03/25/16 and numerous emails, AA has offered us 10K miles which is a totally inadequate response and their emails show they do not understand the issue. NEVER AGAIN and tell all your friends. JD

  256. I just wanted to say that my experience with this flight and American Airlines employees was the worst I have ever had with an airline. The trip to LAX from TPA was ok except flight attendants don’t smile or act like they like their jobs anymore. The return flight was a nightmare. It started when we received an email the morning of our flight stating that we needed to change our seats that were previously selected. We did just that & checked in online. When we got to the airport our boarding passes still had the old seats which we had to change at the luggage check in counter (again employees were not friendly at all). When we explained how we already had these seats that were showing on boarding passes the agent said it was impossible & there was nothing she could do about it. If we wanted to change back to original seats there would be a charge for each of us. We already spent the money for the ticket plus checking baggage each way and did not feel at this point that AA deserved any more of our money. It was my first time flying with AA & I can not say that I would recommend to anyone after this experience. I still can not believe how rude the employees were at LAX counter when we were trying to get to the bottom of the situation.

  257. Ticket #2836 Dallas, Tx to Lawton, Ok March 20th did NOT connect from Raleigh, NC flight 168….was over booked and flight did not make it to Dallas for connecting flight. They said they did not have a hotel for me in Dallas, I was stuck at airport til morning of 3/21/16…this caused me to miss a day of work & it was the most miserable night of my life…they gave me a food vocher for $12 for dinner which I had to add money too, to eat! $7 for breakfast….How can you take a persons money & then tell them your sorry can’t get them home when they have scheduled flight to
    be there? And then NO place for them to stay til morning!! I hope there is some compensation for me in this situation. I was very unsatisfied with the way American Airlines handled my flight.

  258. I called am. air on 3/25/16 to ask if on a return inter-national flight if I could spend the night at the plane change city, (where we first enter the USA before going on to complete the flight home), to rest, and pick the fight up the next day with the same ticket to fly home. I’ve done this before coming home from Europe with out a problem. I also mentioned that I was purchasing the tickets with my visa points. I was told from Am Air , after talking to supervisors, that yes that is allowed, just call us after you make the reservations. I called after making reservations on 3/26 and was told I would have to speak to my travel agent (world perks points) to ok that, not Am Air. I regret I was not told that on 3/25. I was told it would cost at least $660.00 and whatever… is there a chance that could be done at the counter when we land in North Carolina before going on to our final destination, bhm.?

  259. I’m extremely disappointed that your Airline has interjected its business in a socio-political issue regarding the recent Bill signed into law by our Governor. What you have interpreted as “discrimination” against the LGBT community is simply a bill ensuring “equal rights” for all. The effect will be that transgenders in our cities and counties will not be given the choice of which restroom, lockeroom, or showeroom they may enter. No heterosexual person is given such a choice, so why should they be entitled to a “special right and protection” not granted to other Americans?
    As a business, you have stepped way out of line taking a public position on this. But the position you’ve taken effectively favors “discrimination” against all other folks who are entitled to the special protective provisions enjoyed by a privileged minority. Sorry, but I don’t care for your brand of discrimination. As a consumer with vast connections, I will no longer use your airline, and will encourage as many folks as I can to take their business elsewhere.

  260. American Airlines March 10, 2016

    Dear Sir/Madam,
    I was excited to reach the 3 million mile level on American Airlines and to be awarded a System Wide upgrade. Although my husband and I have a vacation trip booked on American to Frankfort, Germany in April, I decided I would like to use our Upgrade and have another vacation trip to London. This was not planned, but because of the upgrade we decided to have an additional trip.
    I booked and paid for our trip for travel March 10, 2016. These tickets were not cheap and I could have used miles. As I booked the trip early and there appeared to be plenty of Business Seats, I was confident that we would be able to use my Upgrade. In fact, I was told there was no one booked in Business and it “looked good” for an upgrade.
    On March 9, at 11:43 AM, I called American to check on our seat status, I was told that my upgrade was CONFIRMED in Business. I called the phone system and was told “Hello Patrica, your Upgrade has been confirmed”. I did this check in my car with the Blue Tooth speaker activated and my husband was in the car and also heard it.
    When I arrived at the airport I asked both at the ticket counter, when we checked our bags, and in the Admirals Club to verify that we were in Business Class. Both times I was told we were in Business. My Boarding Pass showed seats 16A and 16B, as this is only one row behind Business, I did not realize until I boarded that we were actually in Coach. When I asked the Flight Attendant, who called the Gate Agent to check, as I was told we were in Business, I was met rather rudely with, “You can either take your seat and go, or get off.”
    I am very disappointed with this service from American Airlines. We had planned a vacation that we thought would start off by enjoying exceptional service from American. It did not start off that way. I called American while on the plane and spoke with Gib and he said his number was RGN. He was not helpful and really rude. He said that an email was sent that stated that we were not upgraded. I never got that email.
    Not only were we not seated in Business as told, we soon learned that the video system and WiFi was failing to operate and we would not be able to listen to music or movies during our 10 hour flight. I always look forward to enjoying movies on long flights. My husband was also not able to work, as planned, because of no WiFi. This is the second time in the last year that our international flight did not offer entertainment. (Our March 2015 flight to London the video/audio system did not work in our seats)
    Our next surprise was that the restrooms had no water. This was an unsanitary situation.
    I next learned that there was no Duty Free on board. Despite being told by the flight attendant that Duty Free had been discontinued 18 months earlier, I know that we purchased items last March.
    As my husband I have booked over 5 million miles (me 3 and him 2) on American we have had many wonderful memories from the flights and people of American. We only hope that our future flights are a better experience than we had on out travel this trip.

    Thank you,

  261. What good is writing your displeasure to this so called “customer service” if nothing is done to address the complaint.

    American Airlines you are a disgrace!

    Please remove “American” from your name.

  262. Just writing to let you know inspite of the difficulty in getting to my destination on March 2, 2016, and the disappointment I had with the scheduling from you, I was very pleased with the employees at Charlotte, North Carolina. All that I came in contact with were most helpful and kind.
    I am 62 years old, and was on a flight from Orange County, Ca to Jacksonville, NC. All went well until I arrived at Charlotte,NC. Because I had wheel chair assistance I was helped otherwise I think I would not have been. After two flight were cancelled on that evening I wasn’t really sure what I would do. But because of the kindness of your employees they wheeled me to customer service both times, and finally upon receiving the news that another flight would not be scheduled until the morning of the 3rd they made sure I had a motel paid for by american airlines which I very much appreciated. Being alone was a little scary, but I made it through, and managed to get back to the airport at 5:30 the next morning. And again this flight was cancelled as well. At this point I arranged to just go to another city. Upon getting on that flight there was a electrical fire in the cabin of the airplane, and after being in the air for about 10 minutes it was turned around and we were taken off the plane in a hurry. What an ordeal so far!!! Again, if not for your employees(and especially the younger ones) I don’t know that I would have held myself together. Finally got on a flight 1 hour from my original destination, and picked up by my son whose wife was expecting a baby any time and drove back 1 hour to Jacksonville, NC. Very glad we both did not miss the birth of this child due to the scheduling snafu of your airlines. Although I am grateful for the free hotel..Thank you, I would like some compensation for the hardship of no sleep, and anxiety this caused. Don’t know what that would look like, but hoping your airlines will have some compassion, and reimburse me something for not getting me to my original destination which I wanted because we didn’t want to be far from home in case the baby was born. Whatever you feel is fair anything would be appreciated. Again, I want to commend your employees for their exemplary care and concern for my well being. So thank you.
    Diana Hodson
    27 Spruce Via
    Anaheim, Ca 92801

  263. I wanted to let you know of an outstanding young woman you have working for you at Dallas-Ft. Worth airport. Her name is Nyanina Kong, and she goes by the name of Nina. She works with Prospect, which I’m not sure what that is but she mentioned that I should say that when I asked her information to write this letter.
    My issue was a bag that was overweight. One woman kept saying I could only take 50 lbs, even when I told her I was happy to pay overage costs. This other woman was not too helpful. However, Nina Kong went truly out of her way to help me… calling for information, looking things up…she even helped me move the bag to a safe location while I went through it to see if I could rearrange and pull some weight out. She worked with me on my problem for at least 20 minutes. In the end, it was resolved because of her dedication to my problem. I make it safely to Frankfurt with all of my baggage! Nina Kong is why American Airlines is respected world wide.
    Sincerely,
    Cathleen Garcia

  264. When checking in at IAH, the staff behind the AA desk were all chatting and talking about vacation. They seem annoyed that we had so many bags. The extra work was getting in their way. This was not the way I expected to start my trip.
    I was shocked to find out that American Airlines does not allow families with small children board the plane first. This is a standard for almost all airlines. I was traveling with my mother, husband, and 4 month old son. I asked the three african american girls behind the desk if I was able to broad the aircraft early. To my surprise they explained that AA does not offer that. I said ok, and they all began to snicker and laugh and me. I found it extremely insulting that they would act this way, It was clear that they were chatting and giggling at me. This was my first time flying with a infant, so I was caught of guard. Regardless, the AA staff members were insulting and not professional at all.
    On the returning flight we checked in and the staff greeted us and seemed very professional. Of course until we go to the counter. The young man was very inexperienced. The agent next to him explained that we put the wrong ticket on one of our 8 bags. They two gentlemen could not work it out and basically told us everything was ok. My mother asked if they could double check the tags on the bags but we were told it was to late. I asked the other passenger where he was flying to, he explained that he was going to NYC. His agent knew that our agent messed up and one of our bags would be headed to NYC. At this point my son was crying and there was not a thing we could do.
    We boarded the airplane and there were 2 nice gentlemen attendants. They served one round of drinks very quickly and never came back around and asked if we needed anything else to drink. When I asked what kind of beer he had, he was very annoyed and short with me. They sat the rest of the flight in the back of the plane drinking coffee and reading their newspapers.
    We landed on time and were very pleased that the ride was smooth and painless. Once we made it to baggage claim, the carousal stopped and about 1/2 of the passengers received their bags. There were so many of us waiting for our luggage. Several of us went to the AA to explain that they needed to do something. The ladies said they were working on it the entire time, yet we all knew it was a lie. Finally two gentlemen showed up 75 minutes later and reset the carousel. I asked the workers how long did it take to fix it, he explained that it took 5 seconds. There was no work going on behind the scenes.
    Finally we received all of our bags and of course one of my bags was not there. As expected it was lost, my sons car seat was lost. The same ladies that had lied earlier explained that it had to be there, scanned in. I tried to explain to her that it was in New York, she would no listen to me. At this point it was 6:30pm and we landed at 4:23pm. I decided it was time to leave and get my 4 month old son to bed. Thankfully I packed our spare car seat.
    I called AA this morning and I was notified that they found the car seat in NYC. It will be leaving NYC this afternoon and we be at my house sometime today or tomorrow. I am going to play it safe and assume at this point it is damaged, but I will see how it looks when it arrives. I do have it in a nice cover, so hopefully not.
    I can assure you that this is the worst flight I have had in my entire life. My mother and husband both agree. We fly all over the country and are not new to traveling. Overall it was just a terrible experience. We experienced racism, incompetence and over worked and irritable employees.

  265. I checked in moments ago for flight 1329 from Phoenix to JFK. I am booked in First Class. I entered the Priority area to find no line and two agents standing at respective counters with no “Position Closed” signs anywhere.
    I approached the agent by the name of “Susan A” and greeted her with a “Good Morning!” Her response was a blank stare like I had no business being there then a glare when I asked her if she was available. Her sarcastic response was “I wasn’t, but now I guess I am!” When I asked her if there was a problem because there was NO indication she was not available to check me in, she replied with a scowl, “Do you want checked in or not?”
    I know how hard airline employees work. I have been a frequent flyer since the America West days. I am the first to provide the “job well done” coupons to attendants on flights, and, I treat everyone with utmost respect.
    This agent was out of line and disrespectful. There was NO reason for her attitude, especially when there was NO line and a couple of agents standing at the counter like they were ready and able to assist.

    Janet Ault

  266. I wanted to give kudos to Gary Tourney, who helped me in Pittsburgh on April 6th. He went to a lot of trouble to find me another flight and to reroute my luggage. Gary was pleasant and helpful and calm, and I really appreciated how hard he worked to help me.

  267. Flew to Norfolk Va last week. Your people were exceptionally helpful to me.
    I had some problems (of my own making) but they solved them all immediately.
    I am 74yrs old and have not flown in a very long time. Your kindness will be remembered forever.

  268. Hello. Kudos to the ticket agent! I departed Sky Harbor to O’Hare Airport on March 31st. The flight was scheduled for 12:40 a.m. Arriving at PHX quite early, I had occasion to chat with your ticket agent, whose name escapes me, sorry to say. He was a superb example of customer friendliness. Well groomed to a-T. He presented himself very professionally. His smile was infectious. He was courteous to everyone. A delight, actually. Thank you.

    Jackie Bresnen

  269. I have flown your airline 2 times in the last 12 weeks and had one guy that works for me to fly last week on a non stop flight you guys can’t even get a non stop flight on time. I sat in the airport 8 hrs waiting on my flight and at the end of the night I had to fly to Nashville just to get home my home airport is Huntsville AL. I will not fly your airline any more or send any of my employee’s to fly because you can’t be on time.

  270. Your customer service representatives are less than helpful. After attempting to attend a scheduled for months training seminar our flight was canceled making us unable to attend. The only thing offered by American Airlines were apologies and a refund of the flight. This has the potential to impact our business thousands of dollars and inconvenience my family a second time after clearing the schedule to attend this session. Thank you for caring not one iota about the impact of your poor service.

  271. I was a passenger on yor flight AA2016 out of Phil. airport on 4/9/16 and return flight AA1755 out of Atl. airport back to Phila. on 4/10. My ticket was for an aisle seat with wheelchair assistance because of my handicap. On the flight out of Phila., I had an aisle seat. The young lady occupying the window seat was so large she couldn’t fasten her seatbelt. She immediately fell asleep and began snoring loudly which continued for the entire flight. On the flight back, I had my boarding pass was for a regular seat. I attempted to change seats at the kiosk , because it indicated there were additional seats in the main cabin area without success. My son and daughter-in-law were denied gate passes to help me get down to the plane and the ticket agent was really unpleasant. I tried to upgrade at the boarding desk, then young man indicated my ticketwas for handicap in his computer, he said the cabin seats were available and attempted to upgrade me but without success. When I got back into Phila., I waited almost 40 minutes to get from the plane to baggage. This was the most humiliating and demeaning experience I have ever had. When the wheelchair finally arrived, the woman began complaining about having to push me. She couldn’t get the wheelchair up the elevation. Some of the flight crew were coming down the walkway and a gentleman offered to help and gave her instructions. He began pushing and tilting the chair, she didn’t and I went crashing into the wall. I kept trying to get out of the wheelchair, but she kept pushing and complaining. At the top of the walkway there were 3 wheelchairs waiting. I was turned over to a young man who took me halfway across the airport and turned me over to another assistant. She stopped 3 times to give people directions and instructions. I finally had enough, locked the wheelchair and had to walk to the baggage area. My family was waiting and worrying. I was charged for the upgraded seat and given a purchase receipt. I was told to wait 2 days to see the amount reversed in my account before I redeemed the reciept. I waited and when I went into my bank account I found I was charged twice for the upgraded seat I never got. This has been the most degrading and unfriendly experience I have ever had flying, both going and coming. The only people who treated me with kindness were the pilot and attendants on my flight home. In fact, the pilot and main cabin attendant waited with me, engaged in conversation, and we even traded recipe’s. I don’t know if I’ll ever fly with American Airlines again.

  272. This is in regards to flight 580 from charolet to Miami yesterday morning, when I first got to my seat I felt it was just a mess. There was soda spilled in the chair and arm rest. There was trash from the last flight in the back of the seat ahead of me. When I asked to have it cleaned up I was given no response and I was left to sit in a sticky seat for almost 3 hours! This was the worst in plane experience I have ever received by far. It was uncomfortable and accompanied by the fact I still had to make another flight that day didn’t have a chance to clean up before literally making my final boarding call due to the late arrival from this flight!

    This was disappointing and disgusting to have to deal with. I would never make someone who came to my restaurant sit in someone else’s mess. Why wasn’t it cleaned? How does this happen?

    Please call me
    (303) 506-7934
    John Walsh

  273. I’m so pleased to tell you my trip to April 18 from DFW to St. Louis was really pleasant. Because of your steward Brad Hartrich. He greeted each customers with a smile. But the big surprise he helped each passenger place their overhead luggage in the bin. It made boarding time to go faster, but really help me as a senior customer.
    The whole crew staff was nice , but this guy went beyond the jobs expectations and needs to be praised and recognized. I’m also happy we get a snack again.
    Thanks for working to raise the bar again to make others trips better.

  274. I wrote customer service a week ago and have not heard from you.
    NOT ONE RESPONSE.

    Your lack of response caused me to cancel my trip which I told everyone to at American.. Please tell me what I do next..

  275. I flew out of Bluegrass Airport in Lexington Ky on April 2 and landed into Tuson Az round trip returning on April 9.
    My flight was very pleasant. I had an death in my family and return home on Thursday morning. So with that I called customer service and ask if I could get an flight back two days early. I was told that it would cost me 600 more than my original return ticket. I paid 429.00 for round trip ticket. I was very upset and the gentleman wasn’t very inconsiderate but losing an family member is very devastating to me. I went on line to find an ticket home and I ended up flying United Airlines for 357.00. I enjoy your airlines but this experience was very pleasant with customer service.

  276. My family just traveled from Boston MA to Charlotte NC and had a horrible experience boarding the plane. Both my children have disabilities and we were made to board the plane last. I am not pleased with how your airline treats children with disabilities. A policy change should be made.

  277. dear american airlines,
    please let me know the status of my refund. originally, i booked aa#2602 from san francisco to chicago on friday, april 29th. the flight was to have left the gate at 3:45pm and to arrive in chicago at 10:03pm. however the flight was delayed until 8pm. my record locator is yxsozt and my mileage # is 2U65M40
    i needed to be in chicago at the aforementioned time 10:03pm and so i contacted another airlines (Virgin) who had a flight leaving san francisco at 4pm arriving in chicago at 10:15pm and booked a return flight back. i would like a refund for the entire return flight and the booked preferred seat of 16F
    thank you for whatever assistance you can give with my dilemma as soon as possible.
    margo fowler

  278. I traveled very recently on one of your planes, I have always been satisfied however, this experience left me with the question, “Why should I use this airline?”. I left L.A. to fly to Phoenix I was returning home after caring for my sister and needed to get home as soon as possible because my husband was injured at home. Before the plane left there were computer problems and when we landed the ramp wouldn’t open we had to be “towed ” to another gate. “We did not disembark from the plane until the last call for my next flight. I understand that there are problems that occur but the service was not up to standards. At no time did anyone say we are sorry, other than the pilot said, “Well I don’t know what to say things happen, I guess sorry would be good.” There was no offer to call ahead to the next flights, The attendant at the gate said, “You missed it, now go to customer service at …then she turned her back to spoke to another customer. The customer service representative did not said a word just handed me the next boarding pass and looked at his computer. There was no apologies for the delay that caused me to sit in Phoenix for four hours and get home after the medical care was closed. I am not pleased as I would at least have said I am sorry for your inconvenience and would have asked if anyone had another flight that was leaving within the hour(as we were forty five minutes late). The flight number was 536 and the date of service was 4/29/2016. Thank you.

  279. My son had the worst experience on your airline. I cannot tell you the impact it had….He was due to fly into Pittsburgh from Miami — his flight was cancelled. He found out the Saturday evening 10 hours before his flight. He was then on hold for a very long time while they were trying to reroute him. He had an audition with the Pittsburgh Symphony on the Monday morning the next day. Then the routed him on another flight with very minimal time to transfer. 30 minutes. He got to the airport, that flight was delayed and he would miss the transfer. They found another flight but only one seat, which he could not do due to the fact that he had to pay for his cello. Time after time he was on hold and the agents were not quite helpful. Finally he ended up having to accept the only possibility which was a flight to Charlotte followed by a stay overnight and then on to Pittsburgh hopefully an hour prior to audition. They said they could not give him a hotel voucher over the phone or at the ticketing area, but there would be plenty of people handing them out in Charlotte. So after a day of “not” traveling, he ended up in Charlotte with another delayed flight and a line of at least 30 people waiting for these hotel vouchers. So that he could get to bed before 3 am he gave up.

    When he got to the flight today he was given a hard time by the flight attendant who apparently had no clue as to the cello and extra seat and how to accomodate that, so he had to endure the stress of all of that.

    I would like to let us know that I will wait to see what we hear back from American in regards to this service. I found it quite interesting that people flying from the same exact airport on the same exact day suffered no travel interruption, and managed to make all their connections on a timely fashion. Weather related? There was intermittent storms in the area.

    We have him booked on American in the next few trips. Depending on how this is handled we will decide whether to use the trip insurance and reroute. I was absolutely appalled at this airlines service.

  280. I’m writing to express how discontent I am with the way American handled flights on April 29, 2016. My flight 3848 going to Memphis, TN from DCA was cancelled after being delayed four 6 hours. I was flying to a rehearsal dinner and a wedding the following day and I missed both events. The next day I had to fly to charlotte and then to Memphis and to top it off bag didn’t come on the flight with me and I don’t know why. I’m not satisfied with the way this weekend transpired I paid extra for direct flights inbound and outbound. I missed the rehearsal dinner, wedding and part of the reception. I feel that I should be compensated in the form of a voucher for another flight because this weekend was a bust.

  281. I recently flew back from Raleigh Durham to LA airport. It was 5 hrs. Of misery for me to put up with a crying 20 month old on the flight. I didn’t say anything to he flight attendant because I didn’t want to embarrass anyone. That was very stressful . I feel that I should get a discount ticket to fly on the next trip. Is that possible?

  282. I would like to state that I will never fly American Airlines. My husband and I were flying from Chicago to Cancun. There was a rolled over truck on the expressway causing us to be running late. Our flight was at 9:15 am and we got there at 8:20. The ticket agent said because we had to check a bag and was not there by 8:15(5 minutes) we had to get on a different flight. It ended up costing us $300 extra dollars. When I asked if there was any way she could check to see if they could just to see if they could just add the bag. She got very rude and said no if we want this trip or not. we obviously took it and had to wait 6 hours at the airport waiting. While dealing with this the ticket agent next to her was also very rude to another couple. This is very unprofessional and not acceptable. My husband and I fly often and every time we use American Airlines the ticket agents are extremely rude. I rather pay more to fly with a different airline then have to ever deal with this treatment again.

  283. Hello American Airlines,

    I don’t think it is healthy to hold it in: So I had the worst experience ever, flying this time during my trip to New York on 1169 flight DFW LGA 5/8/16. Firstly, I had seat 22A or something, and suddenly I am sent down to the bottom of the plane to seat 30. I don’t know how many trips the plane had accumulated, but I have to said that I could not do anything else but wait for the trip to end to vomite (the smell was horrible) could not eat, or even sleep at all- and I was not the only one suffering from that. Plus, I understand that you had new training flight attendants on board, but was also the pilot? I am sorry if now i’m being biased, but it made unexpected abrupt drops and jumps without noticing turbulence. I just don’t know if that is even normal,but I never had that experience -that the pilot doesn’t let you know and just drops- All I have to say is altogether together made the worst ever flight to me. So I was finally thinking on starting to accumulate my milage only in American and do all my flights with you, but honestly if you are going to start sending me to the back -even if i had a seat before- really will make me thing about it.

    Thanks,
    Norma Leticia

  284. request aast. in trying to recover a e voucher from ref # 1-4140659408 dated 14 august 2015 , was lost when computer crashed . ready to book flight from reno nv. to Norfolk va. travling again with my son & daughter Richard & Annie Read . please e mail me as soon as possible .

  285. Extremely disappointed with overall experience. Record UOFYUJ date if travel 5-12-16. Booked this myself in January to take 3 customers on a fishing trip. Had seats perfect for their preference and to handle purchasing their drinks/food. Feb16 you changed schedule a bit. No big deal. Realized may 11 my seat was changed to window from aisle .called your agent to get corrected. Got an uncooperative rookie who screwed it up and lost another of my preferred seats. Got a supervisor who ended up putting 2 of my customers in 18c&20c. Long way from the row 9 they had . Impossible for me to entertain etc 10 rows back. Learned after we arrived San that 1 of them was forced to a window seat by flight attendant to accommodate 2 screaming kids. Both stated worst flight they ever were on due to screaming crying kids. All unnecessary if seats were not screwed up. Told all 3 to board with me as I am platinum and policy always was you can board as a group. Told agent as she scanned by boarding pass I had 3 with me. When the Harley’s finally got on plane learned they were forced to go under gate ribbon and wait until their zone called .$6000 spent to create great relationship & their biggest memory is ” flight from hell”. Laziest crew of misfits for flight attendants I have ever seen. 20 minutes late closing door as they played hot potato on working on getting people seated. Total crappy deal . I am not happy

  286. Good afternoon this is my second experience with AA. The same time last I went thru the same situation with my luggage. My bags didn’t arrive when it was suppose to. The staff was RUDE(OMAR). who was not helpful explaining why what am I to do in my situation. I paid a fee for my bag and it was not here.
    I need some answers to my matter. Am an in happy customer.

  287. I have been stuck in Charlotte for almost a day now. I am supposed to be connecting to New Bern, NC. I will not be flying American Airlines again!

  288. Flight out of Ft Lauderdale at 5pm connecting to Charlotte NC at 6:30pm. The first flight left 45 minutes late making us miss our connecting flight to Harrisburg, Pa. Told the next flight would be at midnight so we wait until then (I am with my disabled 84 year old mother) At midnight we are told the flight was cancelled, there were no hotels available and the next flight was 12 the next day. AA did not try to accommodate us at all. I will use every bit of Social Media to spread this lack of caring and disorganization by American Airlines. I will make sure across the USA everyone knows.

  289. My husband(Trent Buck) and I booked a direct flight from Miami Airport to LAX airport for our vacation. The time we arrived at Miami airport was 5:30am Fri, 5/20/2016 for flight AA 1352 to leave Miami airport at 7:30am to arrive in LAX by 10:15am( LAX time). We wanted to be in Los Angeles early to meet for lunch with our friends and relatives before attending a planned 3:00pm event. However, upon arriving in Miami, flight AA 1352 was posted late by the 1/2 hour. After about 5 hours later and very frustrated, we went standby on another flight. Once arriving in LAX at 4:00pm(LAX time) and missing lunch and our event, we checked for flight AA 1352 and was told it was coming in at 4:15pm. So we waited and waited. It didn’t arrived until after 5:30pm. Our entire vacation day for Friday, May 20th was ruined by American Airlines. We spent the entire day(Fri, 5/20/2016) at Miami airport than LAX airport missing out on what was suppose to be the start of a wonderful vacation. Please find it in your heart to help recoup our vacation day by compensating us in some way. We do truly appreciate whatever you can provide. Thank you.

  290. WOW! Trying to reach your customer service department via phone is impossible!! I tried three different number and one was disconnected!! One number I was prompted to call tried to have me purchase – not related flight services. I think I will have to go back to United.

  291. RECORD LOCATOR PKWHHY AMERICAN EAGLE Our granddaughter graduated from New Mexico State on May 14th. Our plan was to fly the next morning to Phoenix on Flight 5635 We arrived at the airport at 4:30 am on May 15th and our flight AT 6:15 AM was cancelled due to lack of communications for the pilot to direct his flight. Unfortunately, there were no other flights to Phoenix that day. So we were given an overnight stay in El Paso. We had already turned in our rental car thus we were stranded at the hotel for the day!!. The travel agent rescheduled our flight for the next day May 16th. We were looking at our tickets later in the day and realized something was wrong with our tickets so we went back to the airport and talked to the agent and we only had a flight to PHOENIX. No flight had been scheduled to Puerto Vallarta on that day!!! If we had not checked with the agent we would have been layed over in Phoenix for another day. We had also upgraded our seats so we lost over $200 in fees. So the second agent in El Paso around 4pm had to reschedule our flight to LAX to PUERTO VALLARTA. The ineptness of this airline made our granddaughters trip depressing to say the least. She was a 6 yr Air Force security officer who was medically discharged due to an IED blowing up their jeep. She was thrown 160 ft in the air and now has a serious back injury which will require surgery soon. PTSD is an everday occurrence for her and we hoped to make her smile again, that was the reason for the special trip to Puerto Vallarta. Her degree in Criminal Julstice cannot be attained without the surgery due to the physical reqluirements for most jobs in that field. It was a true disappoint to realize that AA agents make errors and not review their work. We are AA members H6E1958 and have been for many years. We hope you can make this up to us and our granddaughter and her friend Jessica. We hope to continue flying AA, but will not if we cannot receive the customer satisfaction in the future. Sincerely, Nova Viner and family

  292. This is my 1st experience with American Airlines and it has been the worst! My best friend and I took a vacation to St. Maarten and there has been nothing but trouble since the return flight. First, they couldn’t find her reservation and attempted to charges her $1,100 for a flight she already paid for. Then, I was forced to pay for a 2nd checked bag, although I have ALWAYS been able to check the bag. After, my flight (2119) was delayed for over an hour. NOW I am on my connecting flight from MIA to ATL and THIS flight is delayed over an hour. Does America Airlines realize we have lives…family and friends picking us up from the airport? We should arrive in ATL a quarter to midnight and now I wont get to ATL until after 1:00am. I spent almost a thousand dollars on my roundtrip ticket and I am highly pissed and disappointed with this type of service. After tonight American Airlines has lost my business. Oh wait, as I type this, there is an additional delay due to fuel. Why am I not surprised? I SO wish I rode Delta tonight. I want to be compensated for my time, frustrations, wasted time for the person picking me up AND for spending almost a thousand dollars on a flights that has contj uous delays.

  293. I want to comment on how terrible your flight and customer service was today. Flight 4425 was suppose to leave at 5 pm from DC and get to Atlanta. We didn’t take off from DC until 6:20 pm. We were told it was going to be a 10 minute delay but we never boarded the plane until way later. Then the pilot said there was no delay despite being delayed 45 minutes and then had us sit on the runway for over 35 minutes. I understand you have no control over the turbulence we experienced but we arrived in ATL and they didn’t have a terminal for us to unboard. The captain said it would be 10 minutes and we had to wait over an hour. He never once came back on the speaker to update us. You caused me to miss my shuttle and have to find another mode of transportation. This is NOT ok! As a frequent flyer I have no desire to travel with you guys again. I tried to travel often with you all when possible but this is makes me never want to again.

  294. I am so impressed by Tracy Miller in the reservations department. I accidentally booked a flight to the wrong location and was freaking out, and she worked with me to not only get me to the correct destination but also found the same price. I am so very happy with the service I was given by Tracy and I also did not have to wait very long at all on hold when calling the reservation department. Huge thank you and great customer service!!!

  295. On May 21, 2016 I was on a flight 1087 from Dallas to Atlanta. At some time during that flight I felt sick and was trying to get up, however, I passed out and I do not remember anything else. I was out on the floor and learned later that there were medical personal on the plane who assisted me. I was taken to the hospital and was admitted. I was in the hospital until some tests were completed and was told that I possibly had a seizure, being discharged on Tuesday evening. I had to change my flight back to Oklahoma City because they felt I needed to get the medication in my system before flying. I would like to thank the flight attendants, those medical people on the plane who took great care of me and all of those flying who participated in some way to make sure that I was O.K. I fly all the time and I have never had a problem flying therefore this was a first. Please help me share with those who were involved to let them know I am home and seeing my Doctors who have concluded that I may be having seizures because I have a brain tumor, that I was diagnosed with in 2011 and concluded that it was inoperable, however not malignant. I take my hat off to American Airlines. I shared with family and friends the excellent service that I received so, if you ever get sick in the air its O.K. to get sick in the air, with American Airlines (smiles). I give you permission to share with the flight staff and possibly those on the plane. Nothing But Blessings Coming to American Airlines. You are the best.

  296. My wife and I want to praise our flight attendant whose name was Rhonda. It has been many years since we have been treated so royally by a flight attendant. Today, most flight attendants “do their job’, but putting forth no extra effort. Rhonda radiated with her love for her job and her pride in American Airlines. I assume she is one of your senior flight attendants, by the way she presented herself. We would like for you to contact Rhonda and praise her for being such an very outstanding employee and exceptional flight attendant. She needs to know she is doing an terrific job, and her passengers notice. Everyone around us noticed, and we talked about it.

    I know it takes effort on your part to contact her, but bear in mind she made a greater effort to serve us and represent you. She is charming and she serves you very well in the service she preforms on your behalf. Please let her know we complimented her. We have no way to know you will, but we trust you will. Thank you very much.

  297. I was on AA flight 487 yesterday going from San Diego to Charlotte. I just want to praise a flight attendant that went beyond the daily routines of her job. She was so polite & friendly and willing to share her experiences as well as make me feel more comfortable. Kay was a very pretty blonde lady that was wonderful .Sorry her last name was NOT her name tag that I could read. It certainly made me feel lucky that she was on my long flight to help me pass the time. My second flight which should have only taken 28 minutes took more than 1 1/2 hours due to a computer problem. We didn’t in until after 10PM.
    Kay needs to be commended. Thanks!

  298. I just wanted to say “thank you” for our pleasant experience with American Airlines on our recent Las Vegas trip! Everything went smoothly and on time.

  299. I was a first time user to online reservations so I was very nervous and I made them at the same time as my brother-in-law from his house so he could walk me through it. At the end my cost for the very same trip was about $170 more than his. I locked in a price (round trip)of $365 depart $30 return trip, but was charged $425.12 each instead of the $395 each. Charging for seats only for the departure of $60ish, the return flight was not an additional charge because there were seats available together at no extra charge. I was charged both ways instead of just the departure – so an additional $60ish. I wanted to get my reservation in at the same time as my brother in law so I submitted it and tried to figure out after why mine was about $170 more for the same thing. I had the confirmation email going to my work so I could print it out so I didn’t have it available to me from my home. When I went into work a second day later, I could see everything was wrong. when I called AA I was transferred around and told nothing could be done it was past the 24 hours – I didn’t want to cancel only receive a credit. I was transferred to Web assistance because I was told it was an on online problem – they couldn’t help either, I was told to cancel and rebook because it was still the same price. No one could tell me why I was over charged. I went through all the motions again to rebook, saw the large difference of about $170 for nothing extra. I called again before putting in my credit card number and was told that no, don’t rebook because I had a nonrefundable ticket and would now have another debt of over $1000.00, the first customer service agent gave me a very bad and costly option to my problem. I am very upset and sick to my stomach over all of this and feel very taken advantage of. I tried the on line approach which is supposed to make it easier all the way around but ended up very costly to me. I don’t feel I was given the help I should have, I should have received a credit for the overcharge which was somehow due to a glitch in AA’s online system. My record locator number is SVCNCX if there is anyone that can help me with this. I am hesitant to go through AA again for future trips if this is their way of doing business.

    Thank you for your consideration
    Janice Sylvester

  300. I will never be use AA again!! I booked a flight for me and my son to join our family on vacation. Long story short something came up and we are not able to go at this time. I called your company with over a weeks notice. Canceled the fight with phone rep John; who was very polite. He did not say anything about the amount of charge I would be occur for canceling the flight. I called back to ask about the charge and I was told that I would be charge $200 by AA and $50 from the source I used to book the flight per person. That I would have a $15 credit per person… I asked to talk to her supervisor and Michelle Morgan was the person I next talked to. She was no help, I asked to talk to her supervisor and she stated that there was no one above her. I told her that I was sure that there was someone above her. Finally she stated that I could go to the customer relations web-site. Again I asked her twice for her supervisor’s name and she replied customer relations. I again told her I wanted the name of her direct supervisor, the person that she reported to…the name given was Jalia Elisidi . I am sure that your calls are recorded so I suggest that you listen to them, the flight confirmation was VXMCHI. I asked that she un-cancel the fights. She stated that they were already cancel and that it would cost me additional $400 per person. I do not want the tickets and I will never fly AA again. I thought that I was doing the right thing and called to cancel the flight as soon as I new that I had to cancel. Had I known that I was wasting my time on hold just to get a $30 credit and put up with all this hassle. I expected a partial refund, this allowed AA ample time to rebook the seats. I would have thought that I would have at least received half of my money back. So by canceling all I have done was waste my time and allowed AA to resale the tickets that I had already purchased. I would like a reply to this email. I will tell every friend and family member about my terrible experience with AA. I would rather pay twice as much for my next air fair than to fly AA after this experience. This is really a shame my kids first fights were on AA, and the tickets were kept for keep sake. Just about 2 years ago 15 of us flew on AA to go to Daisy World in Florida.

  301. The absolute worst flight experience I’ve ever had.
    Flew out of Grand Junction, CO on June13, 2016 on the 6:12 am flight to Dallas. I was given a boarding pass for my connection to Jacksonville, FL (flightq

  302. 06/18/16 – Have been a loyal, frequent flyer customer for over 30 years. I h ave never seen such poor customer service and apathetic attitudes from AA employees. Currently sitting at Miami International, on a clear sunny saturday morning, traveling with 2 young children trying to get to Asheville on your airlines (record locator: WCEARA), but our flight to Charlotte was immediately delayed, causing us to miss our flight to Asheville, all other flights are full, we were sent BACK through security because your staff at the gate couldn’t (or wouldn’t), help us (that was fun), then had to run back BEFORE we could get to the ticket counter because the flight departure was bumped back up! Still here waiting, and there is no aircraft here. Now…we’re going to miss a family wedding, can’t get our bags off at Charlotte to get a rental car to Asheville, your staff in Miami is unwilling to call their counterparts in Charlotte, we have to pay an additional $230.00 for a rental car there, and we paid AA over $1,990.00 for this experience. 1. How do I get my money back? 2. C’mon American! Get your act together!

  303. My girlfriend and I are traveling home to Philadelphia from Phoenix on a red eye flight. We been traveling all over Arizona, Nevada and California. We are exhausted. When I got to the terminal I asked customer service if there was any available seats in first class. He said yes for me to use the kiosk. I tried and it failed. A gentleman tried to help me but he shook his head and said he doesn’t know why. I am a Aadvantage

  304. Member. I offered to pay for the seats because I used most of my miles on this vacation. I don’t understand every time I fly American I have difficulty’s. I also don’t understand why you wouldn’t want to sell your EMPTY first class seats. My miles are almost used up. Tomorrow I’m applying for a card that rewards southwest miles.

  305. So I’m sitting in one of your fucking late planes again.. Pilot says 25 minute wait on the fucking runway because of some

  306. Very disappointed with AA. During my travel to NORFOLK from ALBUQUERQUE this time around on Military Orders – too many problems occurred that I just can’t overlook and wonder why some policies exist as they do. Starting off, my luggage was not tagged correctly coming out of Albuquerque and did not make the transfer connection in DFW to ORF – 8 hour delay with bags getting to me, which had my uniforms for the next day. Yes I got my uniform in time, but only allowed for ~4 hours of sleep before reporting for duty after I drove to airport to get the bag. Not to mention my DoD ID is now not in your system to allow for TSA pre-check…either one of these situations are not a big deal and I can easily overlook these items without needing to make a comment…the return trip back to ABQ is my reason. On my return trip, my plan was from NORFOLK to CHARLOTTE to PHOENIX to ALBUQUERQUE. The flight from NORFOLK to CHARLOTTE was delayed a little more than one hour causing me to have about a 15 minute window for my connection flight in CHARLOTTE to PHOENIX. When I saw this tight window, I tried to work with the customer service clerk at the gate in NORFOLK to have something done (i.e. notify gate in CHARLOTTE that someone on Military ORDERS may be a little late and to hold gate to allow transfer – would have solved what is about to happen)…since 15 minutes was in some “30 minute window” allowance for anything to be done and that I would have time to make my transfer – she would not or could not do anything for me. When I landed in concourse E in Charlotte I RAN to Concourse B (~3/4 to 1 mile) in 7 minutes…wasn’t enough though I missed GATE CLOSURE by 3 minutes…so in essence there is not really a 30 minute rule, there is a 20 minute rule…and why not allow for some wiggle room with this 10 minute gate closure rule???? This ridiculous rule and not being able to allow me on the plane – which did not leave the gate for an additional 20 minutes due to Tarmack being backed up…meant that I got re-routed to DALLAS, had to stay night in the terminal for a next day flight home to ABQ – causing me to miss work the next day – unplanned. Not to mention my original bag was again delayed…it went to PHX and did not make it to ABQ until later on that night after I arrived….American Airlines FAIL!!! You really need to look at your policies with gate closures and allow your gate personnel the ability to MANEUVER through the gray…since my bag made that flight (obviously it made it to PHX) – then all they had to do is let me through…unbelievable. (reference: KPXREJ) I did appreciate the free upgrade to First Class on my very first flight of the trip from ABQ to DALLAS (one and half hour flight time) – that was a nice Father’s Day gift – but easily overshadowed by the rest of the events. By the way – no one really seamed to care I was travelling on ORDERS.

  307. I would have never thought I would have stolen items from our luggage. At this moment I am very upset as to how your employees at the airport in Cancun went through my luggage and stole 2 credit cards and used them. I am having to wait to use our accounts because of this for more then a week. I also received a call yesterday from my city library regarding a person who called them to ask me if I had lost items. Who ever stole my items stuffed some other items in another persons luggage. What if these employees would have stuffed illegal items in our luggage and Customs would not have believed they were ours. I trusted American Airlines with my property and now we feel your airline is not trust worthy. We put all our trust in your Airline and it is not acceptable in your employees part.

  308. So approximately 12 noon on June 25, 2016, I attempted to check in for flight #3325 with American Airlines Boarding from VA at 2:33pm. When I first approached the counter the Supervisor ( listed on his tag) D. Halem (SP) stated that I would first have to check in on the computer. I explained that I was military. Then he stated that I would have to place my on bags on the rollers (behind the counter). He continued to check me in, however, later after issuing me a ticket he stated again that I would have to come behind the counter and place my bags on the roller, because his back was bad. I asked if there was anyone that could help, he stated no. Meanwhile, there’re were two other service members that were being checked in, by another attendant who with bags as large as mine. She had no problem lifting their bags. So, I went around the counter, and just as he asked, I placed my bags in the roller. I just don’t know why I as different. Please read, and review. Also, I will inform the military’s travel department of this situation.

    Thanks!
    SSG Watson

  309. I scheduled our family trip to Cancun through Orbitz (there were five of us). While sitting at the gate in Pittsburgh, PA I decided to approach the desk to inquire about upgrading my wife and I to first class. I was surprised to find out that “my ticket” disallowed me to upgrade, and wasn’t given a reason and was told no matter what price I was willing to pay I couldn’t upgrade. What was shocking is that there ended up being six unused first class seats available. Same thing happened on the way back from Cancun to Pittsburgh. Straight through flight both ways with only two seats in first class being used on the way back. What kind of business decision is it to leave empty seats instead of getting extra money for the airlines. Since I’m not a “preferred traveler” with AA I would have fully understood being put on the “wait list” to make sure if any of their frequent flyers wanted to upgrade. BUT, not giving me any option to upgrade and then leaving the seats empty leaves me with a sour taste in my mouth about flying AA. I still have had no explanation why my ticket was “too inferior” to upgrade and I still question a business decision that keeps additional funds from themselves while also upsetting passengers if those seats remain empty. Does anyone have a plausible explanation for this??

  310. A tale of 2 flights: Flt.# AA436 I 25Jun1240P – Nicely done. Business class, attendant had water for everybody before takeoff, decent meal.
    Flt.#AA451 P 25jun810P: (First Class) Attendant wearing apron “Mary Ann” couldn’t/wouldn’t get anything done first half hour of flight. I asked another for something to drink – nothing happened. Finally, “Mary Ann” shows, talking smack. Customer behind us complains about moldy grapes. Mary Ann replies that he can take it up with the vendor. Another customer wants to know about what seems like chicken in his vegetarian order. More smack. All of us in first class, none of us choosing American again. You might want to get this bitch out of the first class cabin..

  311. Just two weeks ago I had a flight from albany new york to turtle beach with stop in Charlotte we landed one hour twenty minutes later we hook up to the terminal I had two hours lay over I run from one end to the other to my gate the plane is still hooked up but the person said I had to go to customers service they tell me there isnt any rooms nascar is in town had to camp out I the airport till morning she said they should have delayed that flight food courts are closed I still had time to get on but she walked away I don’t think I will fly American any more we still had time

  312. This is the worst flight experience I have ever had in a long life of both business and holiday air travel. AND IT IS NOT OVER YET! Our return flight headed home–Flight AA81 leaving London Heathrow on Monday, 6/27–was several hours late. Okay. Then we were diverted to Oklahoma City to take on fuel because of weather over Dallas. Okay. We arrived Dallas four hours late. Not so okay. There were NO agents at Customs as promised several times by crew and pilot on the London-Dallas flight. We found our way to the terminal and were booked on AA 361 to Denver (our destination), which had been rescheduled three times already. It was rescheduled again from an 11:30 departure to midnight. We hustled on the plane, went to the runway and were told by the pilot that the crew had to stop working. Another crew was called in, and we were told to remain at the gate. Finally, word came at 2:00 AM that there would be no new crew and now no hotels. We were provided granola bars and water on the floor of the gate and are now lying around on the floor of the terminal with a few blankets provided by the ground crew. We paid roughly $3000 for this trip to London (flying on BA from Denver to Heathrow without any problem). This is not okay.

    I will do everything I can to avoid flying on American Airlines in the future, and if and when I arrive safely home to Denver today (Tuesday, 6/28), I will make sure that everyone I know both in my professional life as a university professor and with my family, that they do the same. Dr. Therese Jones

  313. My daughter has been in Orlando airport since 12 noon today. Her flight to Dallas Texas was supposed t leave at 1;40 pm. It has not not left yet!!!! What is matter with your airlines??!!? First they delayed till 3:40 then 4:00 now 6:40!!! I will never tell anyone to fly american!!’

  314. Not sure if this will work …. I tried to talk to a person about some complaints and getting reimbursed for Hotels stay in Dallas because of missed flight into Mobile Alabama. Also the gate agents in Dallas were no help at all with trying to get hotel room or anything else. This would not be a big deal if was for myself a grown man in my late 50’s . But this was my 24 year old daughter traveling with 2 young children ( 2 1/2 yr and 3month old ) traveling back to see her family because her Husband is in the Air Force stationed overseas. I am hoping someone will please get back to me , because I am thinking the American Airlines is still in the customer service business. If not I will be contacting my Bank to dispute the charges for the flight , where as I did not get the service that I paid for …. Thank You

  315. I had a terrible experience using American Airlines! My gate was changed 6 times and they had me running from gate to gate to miss my flight! Then was put on another flight who’s gate was changed 4 times after that! The people at gate were nasty and didn’t care! My flight was delayed due to maintenance issues then I finally get on airplane and sit in my seat and my arm was scratched by an employee pushing the drink cart! The worst part is she saw what she did and just kept going! I understand mistakes happen but my arm was cut and no are you ok or maybe I’m sorry!! I could not believe my experience using American Airlines was so poor!! From running around all day and having issues with my feet and then getting scratched by employee and the uncaring attitudes! I work in Human Resource and can tell you this is not a good way to treat people!!

  316. I am a Sr. Executive at Stanford University in Palo Alto, CA and a long-time
    “Million Miler Flyer” on Delta airlines.

    While in Detroit on business recently, I had to make a flight to NY and booked it on American Airlines as it was considerably less than Delta.

    I departed AA flight #3947 from Detroit to Newark via Philadelphia on Sunday, June 26th at 1:21 p.m.
    As a courtesy to AA, I checked my roller bag, given that the flight was “completely full.”
    When I arrived in Newark, AA informed me that the ticket agent had failed to “scan” my bag, and as a result, even at 7:00 p.m., they could not arrange for my bag to get on another flight to Newark that evening.
    I pleaded with them, as I was making a presentation to a group of CEO’s
    in the Financial District the next morning and I needed my laptop, clothing, etc.

    They said the bag would be on the first flight the next morning.

    I went to my hotel and spent the next FOUR hours on the telephone with AA in an attempt to have the bag sent to LGA first thing in the morning, where I would be waiting. FOUR different representatives promised that messages had been sent to Detroit and that my bag would be on the first flight to LGA the following morning.

    I arrived early via taxi and was informed that they could not find the bag “in the system.”

    Finally, after an hour, they determined the bag was enroute to Charlotte, NC and would then be sent to NEWARK!

    My trip was a disaster and AA will assume responsibility for their abject failure to perform a fundamental service of everyday travel.

    Please email me a $300 transferable voucher to:

    Douglas W. Bechler
    This will be passed on to my wife, Darcy A. Bechler, as I will never consider extending business to AA again.

    Douglas W. Bechler

  317. Our flight was delayed leaving Nassau due to Mechanical problems, so we missed
    our connection in Dallas. American Airlines provided us with a very nice room
    at the Hyatt, and several food vouchers.
    When we arrived in Portland our bags were not there, and American airline folks were very nice and said they would be brought out the next day.
    The baggage service (which was not American airlines) called me at 2am to let me know they would be bringing my bag out to my house!!!
    It is unacceptable to call anyone at 2am unless it is an emergency!
    I think American Airlines needs to contract with a new baggage service.
    My overall experience was great with the airline.

  318. I am so disappointed in the way my last flight was handled as what I consider myself a valued customer/

    My flight June 30th Kingston Miami . Record Locator UYORX

    My flight was to leave at 6 a.m. which means leave your bed and your home before the crack of dawn. Only to go through security and then sit in the airport lounge because the crew was unable to fly. the long delay over one hour I missed my connection which bought me in to DC too late for my planned meeting.
    I am a loyal customer and even with my years of loyalty if I was five minutes late there would be no lee way for me to board a plane.

    just an email apologizing for the inconvenience caused by the delayed flight would have been all I wanted from someone in your operations.

    Instead I am being bombarded with more promotional emails.
    Disappointed.

  319. I’ve been bouncing around since 9am this morning from Roatan Honduras to Miami with an unexpected delay there with flight from Miami to Charlotte nc first they said plane was to hot , then when we were allowed to board they stated they had too much fuel and had to offload 10,000 lbs after 45 min they decided not to do that , we were delayed on take off, upon our arrival to Charlotte we had to rush to gate , my wife is handicapped and the attendant had to run pushing her to gate to find that our next flight was delayed 2 1/2 hrs . When we finally got to board , they stopped the boarding and had everyone deplane for over a half an hour , no info was forwarded to the passengers , then finally we got to reboard and they were rushing passengers to hurry and get seated , thus was the worst flying experience I’ve had and the experience will make sure I never recommend anyone to fly
    American ever , your staff are rude and gave little or no explanation about why or what was happening

    Thanks
    Gary Melius

  320. How do I go about filing a damage claim when I got to Boston last week my blood pressure monitor was broke my trip started in Flint Michigan and went to Chicago and then on to Boston

  321. I will start by saying that I have experienced the worst flight day with regards to your airline. First I was delayed over an hour due to “weather”, when it was sun shining at the departure and arrival airport. Second, I was moved to a third flight because of my delay I missed my connection by 2 minutes. Third, when boarded on the third flight, we sat at the gate for 2 hours due to “weather” again. Once they deplaned that flight, due to anticipated 2 hour longer delay, I got moved to a fourth flight. Once that flight boarded 20 minutes late, we sat for 30 minutes waiting on “maintenance”. Once we pushed from the gate it took over an hour for the pilot to tell us he shut down the engines. So once again sitting on the FUCKING runway doing nothing!!! What in the hell is American Airlines going to do to make this right?? My guess, absolutely nothing because no one cares as long as they get the air fair. I will NEVER fly your airline again, I don’t care if it takes me 2 days to get where I’m going, I’d rather drive than fly on this piece of shit airplanes again.

  322. my wife Paulene Thompson is stuck in Chicago because you cancelled her flight to Denver as you didn’t have a crew. Please make this right. Flight no 111. record TCWNMM

  323. Please forward me the information for my travel voucher that should be on file. I have lost the original as I had saved it on my other computer that is being serviced. It was from a flight between MSP and JAX. It would be one of the last times I traveled with you. I believe it was a $150 voucher. Thank you!!

  324. My son’s grandfather past away, in Alabama, we had to rush to get a ticket so my son could possibly make it before he past and thankfully he did. My son is terrified of flying and even though he is 20, he does not do well, when alone, so luckily he had a connecting flight from Charlotte to Mobile with his Aunt. How ever the flight back was a nightmare!!! My son grieving a loss I can not explain, was supposed to arrive home in Fort Lauderdale, FL at 4:25 pm on 7/17/16 and he finally arrived at 10:23 pm. My question is how is this even possible, you could have driven the trip in almost the same amount of time it took for him to get back. I arranged the flight back because it is about an hours drive from my home and I am critically ill and did not want to drive at night or disrupt my treatment schedule, but yet in one small day you managed to do all that as a company. I am sorry but I find this inexcusable and extremely unprofessional, that it is OK to treat CUSTOMERS in this fashion and when I called and tried to speak with someone, it was one the rudest experiences, I have had. I work with the Public all day with GM and Cadillac and would never offer this kind of service, let alone not even try to apologize to the customers on the plane or those that call in. My company flies very regularly and I am sorry to say in the future American will be my last choice at this point. I would rather ride Greyhound.

  325. I would like to relay a very poor customer service experience with American Airlines which occurred on Friday, July 15, 2016 with my flight from Dallas (DFW) to Washington, D.C. (DCA) and finally to Charleston, WV (CRW), which did not occur. My flight from DFW was due to depart at 3:00 p.m. Flight #2553. Due to our gate not being available (another plane was stuck at our gate from a prior flight) and AA failed to remove it for maintenance and no other gate being assigned to our flight. Approximately 45 minutes after our scheduled boarding time, a new gate was found and the boarding began. Then after everyone boarded Flight #2553, we were delayed on the ground due to ground crews not being able to quickly and properly load the plane. We finally departed Dallas approximately 75 minutes later than scheduled. The landing in DCA occurred with approximately 10 minutes left for me to board my connecting flight to CRW. After de-planning as quickly as possible from row 12 and running from one gate to the next one, I missed boarding my connecting flight by 2 minutes. The gate personnel explained the plane had left early despite having known connecting flights were late and passengers had yet to check-in. The plane to CRW then sat on the tarmac for approximately 45 minutes and did not leave. The personnel refused to allow myself and 2 other passengers to board and blamed myself and the other passengers for being late to the gate. I inquired about other options and were told there was nothing they could do. I asked to speak with a Manager and we were directed to Vanessa S. who repeated no options existed for us. No other flights to Charleston WV could be found by Vanessa until the following day. No apologies, no offer of who else we could contact and the reassurance American Airlines had done all they were required to do for us as “weather was sited as the reason for the entire series of events.”
    The weather in Dallas from 11:00 am until well after 5:00 pm was blue skies and sunshine. The flight from Dallas to DC was not filled with weather as the path was direct and not altered except for slight turbulence which caused altitude changes to avoid. The weather in DC was clear and no rain. Weather predicted for Charleston WV did occur 45 minutes after the originally scheduled landing time should have occurred. It is my belief that American Airlines could have and should have offered more in the way of logistical expertise in Dallas for gate availability and contingency plans when gates are blocked, more assistance for delayed connecting flights to assist passengers and avoid missed flights, and more humanity and understanding for passengers stranded at night in a large city with no information, resources, etc. We were not offered anything by Vanessa S. or the gate personnel. I did go to the ticket counter in DC and a Manager, Sandra did offer our first and only apology and information on hotel shuttles from the airport and a discount voucher good at various hotels. By the way, our luggage which was checked was not available to us on Friday night and we were offered a complimentary toiletry bag. Baggage personnel were very courteous and the highlight of our customer experience. Because we could not get re-booked until the following day and I could not get to Charleston WV as needed for business obligations, I rented a hotel room in DC and a rental car and drove myself to Charleston WV from Washington DC. the following morning in order to arrive as needed. The result of my experience left me feeling very disappointed in the customer service available at American Airlines. I feel as if American Airlines personnel have become de-sensitized to the human experience of the customer. It is almost as if the fatigue of dealing with the challenges of the delivery of service and having no empowerment to “make it right” with the customer has caused most of the AA personnel to accept lower standards of customer service as normal. For a business such as American Airlines, I expected more from you. I realize that one less future customer is probably “no big deal” to AA but as you probably know a dissatisfied customer tells more people about a negative experience. Having said all the above, you may be asking, “what do I want to make this right?”. Here’s what I want. (1) Training for AA personnel on customer service and specifically teaching empathy, consideration, “make it right language”, how to apologize and mean it; (2) Counseling for Manager, Vanessa S. She should be setting an example for her personnel and not being the poster child for what not to do; (3) Training for logistics personnel and ground crews in Dallas on optimizing procedures and having contingency plans; (4) Refund my flight from DCA to CRW as I did not get to take that as planned; (5) Refund my hotel room in DCA. I appreciate your consideration of my customer service experience and will be surprised if I receive anything from AA except a standard letter of receipt of my complaint and some statement referring to your policy and what you are allowed to do to your customers without apology. I actually expect to receive nothing which would be the icing on this cake. Thank you. Diane Gouhin

  326. I just finished emailing a problem to customer resolutions but accidentally hit something and my message disappeared; did you receive it?

  327. I spoke with Wanda this morning about extra baggage and the nerostimulator implanted in my back. She was very helpful, I am glad that I called and got the correct information.
    Wanda also ordered a wheelchair for me as one had NOT been ordered even though I had requested one when I purchased my ticket.
    Thanks Wanda, you are a very nice person!!

  328. Does American Airlines have a policy NOT to communicate with their passengers (who have all paid to fly on that airline)???

    I flew AA back from Boston via Charlotte to Sarasota, FL on Monday, July 18th. The flight from Boston to Charlotte went well and we arrived on time. The pilot never once communicated with the passengers (the usual flight information most pilots do share once we are in the air, including a welcome) and the Flight Attendants never told us what gate we were at when we landed. I had a short connection time (that was provided when I made the reservations online), which I was able to make after traversing the entire Charlotte airport. When I got to the gate I asked the Ticket Agent when we can expect to land in Sarasota and was informed the crew had not yet arrived. At NO time was an announcement made when the crew had arrived or when to expect to depart. Finally after a half hour after we were to depart, we boarded the plane, following the usual boarding procedures. It was still another half hour before we took off after the door was closed, and again NO communication from the cockpit or the Flight Attendants. All passengers want is to know what is the problem so that we can relax and/or empathize. But apparently AA doesn’t care. This flight used to be run by US Airways, which always provided a good experience and communicated frequently with their passengers. You may now be the “Big Dogs” in the airline industry, but if this is the type of customer service you provide, then you can be assured I will avoid flying AA whenever possible.

  329. American airlines neglected to give me medical support when I asked for it. The staff stated that since I didn’t make arrangements for assistance they couldn’t help me. Like I knew I was gonna have a medical emergency. Get real American airlines and start caring about your customers.

  330. The worst experience in my life.First flight was delayed for 3 hours because the flight attendants didn’t show up. Then we have to run to catch our next flight.Once we get on the plane they tell us we have no pilots and were not allowed to get off the plane.So basically I got up at 4:30 in the morning and still have not got to eat while you’re flight attendants are sleeping the night before off.Missing a whole day of my vacation.I will tell everyone I know about your service here.

  331. Worst experience I’ve had in a long time!!! Vacation turned expensive….just when your ready to come home to your family, your get a call saying your flight is canceled. Not delayed, not rerouted, just canceled. Then your left trying to figure out where your going to stay. When are you going to be able to get home….are you going to be able to get home. There’s a storm coming yes I get it but American Airlines is not helping us find a flight home
    Or a place to stay. 7 phone calls later and visits with a rep from AA we finally get a mention of we can get you on the flight for the following day. BUT now where are we going to stay or reservation is up and have already spent our vacation money. It’s a good thing I have an awesome family that helped with our nights stay. The next day head to the airport with the hopes of a compensation at the desk but instead all we got was a $6 voucher for breakfast…..REALLY? $6 is all try explain that ?? When that last night cost me $824

  332. THE ABSOLUTE BIGGEST HORRIFIC CUSTOMER SERVICE EVER! The flight was delayed from Orlando to Miami for “technical issues”, which in turn showed up too later for our flight from MIA to Panama. They told us “theres nothing were going to do, find a spot and sleep on the ground. We will give NO HOTEL Vouchers” The “manager” on duty (which we have a recording of) Ana Thompson was BEYOND RUDE and told us after we asked who her boss was, she says “I have no superior”! She said because we were bothering her, we will be blocked from American Airlines forever and cancelled our connecting flight. We went to another counter and a gentlemen who evidently was above her, was appalled at her behavior and gave us vouchers and rebooked us. He couldn’t believe after seeing the video how she reacted. She was all talk until we broke out the video recorder and then kept her mouth shut after she made another couple cry right next to us who were on their honeymoon. She treated them JUST AS POORLY!

    Then on the way back another “technical error” we truly thought this was a joke. Well it wasn’t. they held us back with NO EXPLANATION again. We had an hour & 57 min layover and when we got off the plane from panama to MIA, we made it through customs got our luggage with 47 mins to spare & the “supervisor” literally smiled & said “you’re going to miss the flight were not letting you through” 27 other people screaming that the plane was RIGHT THERE & hadn’t left yet, but her cocky smile & attitude didn’t care & FORCED US again to miss the flight & said “find a comfortable spot to sleep for the night. We’ll try and get you out tomorrow!”

    Livid, we rented a TRANSIT VAN and drove 4 hrs to ORLANDO to get home that evening. This is truly the worst I’ve ever been treated & Im in SHOCK you’re still in business. Im filing several complaints with the BBB. Posted our story on your fb page & its been shared 113 times & contacted local news to make sure everyone is aware of how horrible you treat people

  333. Dear Customer Service,

    On September 25 my 12 year old son, Aaron Silvers was booked on American Airlines flight 1358 flight at 3:10PM from Chicago O’hare in route to Los Angeles LAX airport. He was escorted by a friend of the family, Lori Cooper, to the airport and through security to the gate. For a fee of $150 that I previously paid, your airline assured me that my son would be safe and taken care of very well.

    The flight was announced delayed as soon as they arrived to the gate. Our family friend, Lori called into her office to tell them that she was running late. The two of them got some lunch and waited. The flight was due to depart at 4:15PM, so it wasn’t so inconvenient. They met back at the gate to board and the attendant told them that the flight was delayed another half an hour due to depart at 4:45PM. Lori again called into work told them her situation and had no choice but to stay with my son.

    When they checked back the flight was due to board. Lori said goodbye and Aaron walked onto the plane. The attendant told Lori that until the wheels were up she should not leave the gate. After several minutes the flight was stalled. The woman at the gate told Lori that there was an issue on the flight. After an hour they deplaned and the people were told to wait at the gate.

    That is, without my son, Aaron.

    Now my husband and I started calling the airlines to get our son off the flight. Lori was told that he could not deplane as he was a minor. He was left to sit on board until they figured out the issues with the plane.
    Lori went to talk to an attendant and told her that Aaron would be afraid to be on the plane not knowing what was happening.

    Finally, after much convincing, Aaron was allowed to get off and meet Lori at the gate.

    Our friend had now missed her entire shift at work and we were very upset. Her cell phone was running low as we had spent the entire afternoon on the phone with her and the airlines checking in on our son. She was told to wait, so she did. Approximately 2 hours later they were both still waiting at the gate. Eventually they found an attendant who was helpful and told them to plan on not getting back on the plane that day. At this time, my husband and I are worried, upset that we inconvenienced a friend and frustrated that we had no one helping us.

    So here is my friend due at work and my son afraid and confused standing at the gate and waiting in line for more information. Eventually your staff told them that the flight was going to board again and it never did.

    Lori needed to get back to her small children that night and her job the next morning, when the attendant said the flight was cancelled. Your staff began administering change flight information and hotel information. Lori lives over an hour away and tried to get a convenient hotel for them to spend the night. By the time it was her turn, there were no convenient hotels left in the area.

    During this time, I am on one phone with American Airlines and my husband is on another and Lori is waiting in one line next to my son who stood next to her in another. They finally reticketed everyone on the flight.

    My son, the minor that I spent $150 to be escorted and cared for by your airline, was not put on the next possible flight to return home to his family, but instead was put on an American Airlines flight the following day. This was not received well by my husband who had spent his entire day on the phone with your representatives trying to get him on another flight.

    Lori drove my son to her house, paid for a days worth of short term parking and had to call in to work the next day to return him to O’hare and go through the process of accompanying him all over again.

    I am a frequent flyer and my family is as well. We utilize your airlines for travel everywhere, in fact , we just booked a trip to Spain last month. We now wish that we hadn’t.

    I would like you to refund me the $150 for the “unaccompanied minor” fee and the cost of my son’s ticket because of this horrible incident. I would also like to reimburse my friend for 2 days of parking and 2 days of missed work as well as her time away from her children. I wish to convince my employees that this will not happen to their families as well as my other young children. But in the meantime, I have no choice but to cancel all of the upcoming flights that my company has booked with your airlines.

    Thank you in advance. Please feel free to call me to discuss anything further.

    Rachel Silvers

    • Dear American Airlines,
      Dear American Airlines,
      Message: I was scheduled to fly out of Jacksonville Florida on Monday
      October 10, 2016 and return on October 15 from American Airlines. Delta has honored my refund I hope you will do the same.As most people in the country are aware we had a
      hurricane here and I had to evacuate from St Augustine Florida where I
      live. Due to the damage and electricity being out I was unable to get
      back to my home until late Sunday evening. I live alone and I am
      disabled. It was impossible for me to manage my flight on Monday. I was
      told I had to cancel my flight or leave by October 14th.i have home
      damage and flooding so this is not even a consideration. They also
      explained I must pay a $200.00 fee to change my ticket. My ticket
      remains cancelled at this time and I do not understand why I am unable
      to get a refund or wave my fee. This was a catostrophic situation out of
      my control. I am in hopes you people are able to help in some way. I
      would like to fly with american again in the future but I am not feeling
      supported by this airline. I have disability papers if you need them and
      pictures of my home after the hurricane. Please help me so I may visit
      my family. Thank You Catherine Chadwick
      My ticket # was 0017861076928. I purchased insurance as well on this ticket. I hope to hear a positive response

      Sent from my iPad

  334. Flight 585 agent Lid was extremely rude pulled my bag , that I just got off a flight with that bag and check it. When I questioned the gate agent she stared actually I going to charge you 25 dollars now. This was after she stated if you check your bag now it’s complimentary. I fly AA it WAS my first choice in flight. She retaliated and charged me because I questioned her. If these are the people you have working as the face of AA no wonder so many people are dissatisfied with your service. I make this flight twice a month I will now look for a delta flight.

  335. I am a three year Exec Platnium 83tet52 member. I rarely use system wide upgrades because they so rarely work. Figured I would try as my work to me to Hawaii and would bring my wife. Even though my travel agent booked us both together and confirmed same record locator many months ago. Susan was not upgraded on the Hawaii portion either time as was explained she did not get to use my status and record was split and I should call American. Yes the American employee at the American Counter told me to call American. Bizarre. She got middle set in back by bathroom. I really appreciate the American Executive Platnium service for my wife and will be switching to united at year end. Unacceptable and finished with American.

  336. I require a letter from American Airlines regarding the cancelation of our flight’s, and That you placed us on the first available flight, QANTAS FLIGHT Saturday 12th November going to Another Airport BNE. We Understand the Flight 73 was delayed, and further problems Acured, on the 10th November.. which resulted in cancelation of a few flights ..I just need Please advise and confirm with ACE insurance That everything possible was done by America Airlines that evening, that our cost’s of the 2 day delay will be cover threw our travel and medical insurance. policy. Kind regards. Mary Anne Spence & Murray Spence.

  337. I would like to take this moment to thank all the staff for their wonderful help. I recently went from Syracuse,NY to John Wayne Airport,I am disabled, The assistance I received from the day before phone call to see what to I needed,the attendants,and wheelchair assistance was terrific. Thank you for giving me the best trip I’ve taken in years. Lurinda White

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