Complain about a product or service

American Airlines

American Airlines • Stranded • Accommodating illness • Bereavement policy • Luggage lost/damaged • Baby stroller mangled • Slovenly service • Price gouging • Smokers snuffed • Group bookings • Code sharing • The Wedding that Wasn't --- News • Straight-Talking Captain Calms Delayed Passengers • American Raises Baggage Fee $5 • American Begins Wi-Fi Service on Some Flights • American Slashes Routes, Charges for One Checked Bag

Maybe it was trying to absorb TWA that has given American what seems to be a chronic case of indigestion. Over the last few years, AA has succeeded in destroying a splendid reputation.

As the complaints in this section show, American manages to insult and alienate just about every type of passenger you can think of -- those who smoke, those who need oxygen, those with babies, those trying to connect with cruises and those who've booked large groups tours, to name just a few.

We don't know why anyone would take American, United or any of the other over-priced giants when there are such splendid, consumer-friendly carriers as Southwest, Jet Blue and ATA.

Larry of Palo Alto, CA May 28, 2009

I am trying to locate an item that I left on AA 3761 last Wednesday 20May09 from DFW to PNS. I have checked with staff at either end of that flight, who were helpful once I could reach them in person, but did not locate the item. The item may or may not be in Springfield, the plane's last stop of the day, where I am told it was probably cleaned, and the most likely spot for a left item to be found. I have repeatedly tried to contact the Lost & Found office at Springfield, but the voice mailbox is full, and nobody has answered the phone. I have tried calling Lost Baggage number, and was told to call the Lost & Found number at Springfield, which is full. I also talked to a Carolyn, who said she was sending a report of some sort to Springfield, but could not give me any sort of tracking number for that report. I have tried emailing automated system at AA.com. I was assigned a number. I was sent a nice email back which tells me again to contact the Lost & Found number at Springfield, which is still full as of this morning. A phone number which does not answer and does not take messages is essentially useless as a contact. It has been over a week since my flight, I have not been able to locate my lost item, and the lack of viable contact information has put many hurdles in my way. Automated email reply to me) also suggested I visit the Lost & Found office in Springfield. I would be glad to do that, if [they] can provide me transportation from San Jose, California, my local AA airport.

Laura of Eureka Springs, AR May 29, 2009

While my home is in Arkansas, I work in Austin Texas. I fly from XNA thru DFW to AUS every Monday morning. On Friday, I fly from AUS thru DFW to XNA. I've done this for a year now. I am a Platinum member.

In the year of flying back and forth every week, the flights from AUS to XNA has been on time twice. That's right, twice. That means that their "on-time" performance is less than 4 percent. It's always something (i.e. plane problems/maintenance, pilot fatigue, etc). Dismal record at best.

Vida of Hermosa Beach, CA May 25, 2009

I was booked to fly out to LAX on Sunday, May 24, 2009 from Dulles airport. When we checked in at the gate, I overheard a conversation that there was a problem with the plane. I overheard conversations about whether to board the plane anyway or to call maintenance. The plane was boarded. However, after we taxied to the runway, we sat for 15 minutes while a mechanical problem was worked on. It could not be fixed, so we went to the gate almost a ½ hour later. While at the gate, we sat for another hour, before we told to that a part had to be ordered and that it would take another 2 hours. So we were allowed to leave the plane. However, we were informed almost two hours later that the flight was cancelled, that we would be given vouchers to a nearby hotel, that we would be given vouchers for dinner, and that a shuttle would pick us up. This was all so upsetting; the lines were long; and confusion reigned at the check in desk. After we were given the hotel voucher, we discovered that one of a meal voucher for my daughter was in someone else's name. I sent her back to get a correct voucher. When she came back, we discovered that she had been given a check in paper, not a meal voucher. By this time I had been at the airport for six hours and was too tired to deal with going back again for the correct voucher. We then had to go to baggage to get our bags. We waited another 20 minutes for this. We then went outside with all our bags to get the shuttle. We were informed that was no shuttle to this hotel, and that we had to pay for a cab. I did not have enough money for cab fare. We took all bags back into the airport and called American Airlines and were told to go to ticketing. We went up to ticketing, stood in line and then presented all of our issues regarding hotel, meals, and cab fare. After another 20 minutes at this counter, we were given cab vouchers, meal vouchers and told to return to the airport at 4:30am for a 6am flight. We then took our bags and went back out past baggage claim to the cab area. We then took a cab ride that was 20 minutes outside of the airport. The hotel had a convention and was packed. It was loud and not accommodating given the long day of waiting, anticipation, and disappointment. My daughter was flying home from a graduation and had a party planned in Los Angeles that evening with friends, also travelling in from out of town. Because of American's delay and cancellation of our flight, she missed her birthday party. She was extremely disappointed and sad. I have liked American Airlines because of its punctuality and customer service. To say I was disappointed in the professionalism and courtesies afforded us is a vast understatement. Personnel never should have allowed customers to board a plane that was known to have problems. That is no way to treat them. If had been truthful in the beginning, you could have provided alternate flights, or permitted these people to find flights on their own.

Karin of Dallas, TX May 21, 2009

I traveled to Canada in March 2009, and upon returning to Dallas on April 11, 09 both of my bags went missing. I was told they were found and were being forwarded but only one arrived. I was told they would mail a claim form to me, and after 3 weeks and several phone calls it finally arrived. I was told to wait 10 weeks and then I could file a claim. However, after eight weeks I received a letter from Mrs Maldonado saying my claim was denied with no explanation.

I had 6400 including 5 queen sized handmade custom quilts. I will never use American Airlines again, they made me pay for my baggage and they they assured me that 98% of people have their baggage returned, so I guess they decided to keep mine for themselves. My husband and I have had to borrow money to pay for his education at Seminary, Rather than being able to sell the quilts. We also spent several hours on the phone, with AA. And now have a police record because his passport and application was in the luggage It cost an additional 125 and replacing the makeup, clothing, and luggage itself cost over 800. Also their is the character damage due to having a police record.

Chrissie of Denton, TX May 26, 2009

I purchased a round trip ticket from DFW to BWI and because of work I had to change the flight to BWI. On Thursday, May 21, 2009 in the late evening hours, my Husband called American Airlines reservation service to tell them that I would not be on the flight from DFW to BWI, but I would be taking the returning flight from BWI to DFW and the reservation agent that he talked to said that would be okay to use just the returning flight.

It appears though the agent actually CANCELED THE ENTIRE FLIGHT, BOTH WAYS!!!! I only found this out when I went to check in for my flight from BWI to DFW. My husband then called the reservation group back to see what was going on and they had no record of where my husband had previously called in they said that the ticket had been canceled WITHOUT ANY CONCERN what so ever, by American Airlines.

They also told my husband that it would cost additional money on top of the already purchased ticket and that was the only way I would be able to get back home on one of there planes on that date. For the life of me I can not understand how a company like American Airlines can treat there REGULAR CUSTOMERS this way and expect to keep their REOCCURING customers. How can they punish good faithful customers for there own company employee's "American Airlines" mistakes and expect us, "Comsumers" to want to come back and spend more of our good,hard earned money,now and for years to come????? Can they spell Airtran, Delta, United, Midway or Continental Airlines??? I'm sure any one of these carrier's would love to have loyal customer's, such as "My entire Family", using anyone of them for our frequent travel needs!! After being treated like this, I know American Airlines does not want or need us as a customer!!!

Brian of St. Louis, MO May 26, 2009

I was issued a travel voucher for 300, after agreeing to give up my seat on an overbooked flight from Dallas to St. Louis. The gate attendent said the coupon could be used for future travel on American Airlines in the continental US and could be used to purchase tickets for others. These were the only restrictions given by the gate attendent.

When I tried to redeem the coupon, I found that it could not be redeemed on their reservation website. I called the reservation number, and was informed that there is a 20 fee to book it over the telephone. In the course of the conversation, I was informed that I had to actually go to the airport to redeem the coupon. The reservation agent then recommended that I put a 24-hour hold on the flights I wanted and go to the airport to complete the transation.

I did as the reservation agent recommended; I put my flights on a 24-hour hold. This was at 7pm on May 24. I printed the held reservation. It indicated I needed to purchase the tickets before midnight or the hold would be cancelled. I thought it was a misprint since it was only 5 hours until midnight, and the flight I had the next day was at 5pm, well within the 24-hour hold window.

When I got to the airport at 3pm the next day, the ticket agent told me the hold had been cancelled and that the flight was now 50 more. Additionally, (and this is the key point), she indicated there is a 30 fee that applies only to redeeming travel vouchers, and it is charged for EVERY ticket applied towards the coupon (thus if you book two flights, that's a 60 fee).

Now, given that you cannot redeem the coupon on the website, nor over the phone, nor can you hold the reservation long enough to reasonably make it to the airport to complete the transaction, the end result is that there is NO POSSIBLE WAY to fully redeem the face value of the ticket. That is, if the coupon is 300, the maximum you can get, given the mandatory fee, is 270. This is before adding the increased fare prices you encounter at the ticket counter (the agent even admitted that you can get a better fare on the website, and as far as I know, both the ticket counters and the websites use SABRE).

I then asked for a printed list of restrictions regarding the use of travel vouchers. The agent was unable to produce one.

This, as far as I am concerned, is fraud. They promise a 300 value, give no indications of rules or restrictions either verbally or written, and provide absolutely no way to redeem the full face value. They also have a carefully constructed method by which you will end up paying more for the ticket than you would expect to pay through traditional means.

Elizabeth of Falls Church, VA May 22, 2009

I took a red-eye from SFO on May 19, through Boston to DCA, arriving at 10:30 am on May 20 to find that my two checked bags (40) had not arrived.  I reported them, was given a claim number (illegible) and told the bags would be delivered.  I was told the driver would call before coming.  When I called later that day, I was told the next plane wouldn’t be in until 3 pm and that it would be four or five hours before my luggage came. I asked that it be delivered at 10 pm, since I had things to do, and that it be brought up onto my screened porch.

By 10:30 pm, no luggage arrived, and I fell asleep.  About 1:30 am, I awoke to find the bags on my porch—no note, no phone call, no nothing. Since I had to work on the 21st, I was unable to unpack until this morning, when, after emptying the hard-sided Samsonite PiggyBack, I discovered that the corner had been punched in.  The duffel bag had only been relieved of the little pink padlock—which had not been locked, but was on one of the zipper pulls. When I called the American Baggage Claims, I was told that I must drag the bag back to DCA, have them inspect it, and then have Rynn’s (from which I have never had a luggage repair that didn’t have to be redone) fix it. 

I asked to speak to the supervisor, who told me that she> could do nothing to fix this situation.  I asked to speak to her supervisor, who just called me back to inform me that, since I hadn’t reported the damage within 24 hours of its arrival (that would have been 1:30 am this morning), nothing can be done, and that I cannot even recoup my 40 for the non-service I received. It is very clear to me that American Airlines, to which I have been a faithful customer for many years, no longer needs my custom.  I want to get my suitcase, which is no longer made, but which is still a great way to protect my belongings while traveling, repaired at the local facility which has repaired it before—and I do not feel that I should have to bear the cost for this.

One Samsonite hard-sided suitcase corner punched in--this is a discontinued model; the shop near me can fix it for under 50. Small padlock (which was on one zipper pull not locking the bag) stolen or cut off.

Zarlasht of Burke, VA May 20, 2009

My return flight from MBJ to JFK through American Airlines on 5/16/09 was fine however our flight from JFK to DCA (Flight #4761) was cancelled due to the weather. The employees working at the AA reconnection desk that evening at JFK were rude and selective about their treatment of customers. They told me I had no other option for another flight other than the following day, 5/17 out of a completely different airport (LaGuardia) departing at 10:40am with an additional stop in Boston and arriving in D.C. at 2:30pm.

I needed to be on a flight ASAP because of an important family members graduation, that I ended up missing because AA was not willing to put me on any other flight. My two friends and I were given horrible treatment by these women who simply gave us an attitude and a cold shoulder. They said it was our responsibility to pay our own way to the other airport and that there was a floor to sleep on in LaGuardia Airport. They denied us any form of refund, credit, expense reimbursement or accommodations for the evening stating it was not their problem.

The next day, I found out that the couple sitting next to me on my flight to Boston received superb treatment by the same employees, only because a supervisor just so happened to be available. They received hotel vouchers for the local Ramada and were provided transportation to LaGuardia the following day. My group was denied any form of voucher or accommodation and we were told to find our OWN way LGA the following morning. To top it off they told us to “just sleep at the airport.” I asked to speak to a supervisor and they said, "A supervisor will tell you the same thing and they are not available."

Even after I called and spoke to AA's customer service, I was told by customer service to request for a supervisor at the desk in order to escalate the matter but we were denied that. It was up to the women at the AA desk to decide what they could provide their customers, and for us, this equated to absolutely nothing. I have no idea where they learned about customer service but I have never been so shocked. Instead, I had to pay for a taxi to get to accommodations for the night, and additional taxi to a different airport and to top it off, I had to take TWO additional flights on Sunday just to get to DC. I missed a milestone family function that I can never go back to again. I ended up spending well over an extra 100 to take a flight arriving over a full day later than originally planned. It was a horrendous ending to quite an eventful trip altogether.

In a time of economic hardship where companies in the travel industry are folding, I was surprised to see the way my situation was handled by such rude employees. I was under the impression that airlines were trying their hardest to retain their customers in hopes of stabilizing the number of travelers these days; however I can now see why so many people switch airlines and decide to do without them. I can easily tell 10 of my friends and business affiliates about my experience, and I guarantee they will no longer travel with your carrier because of this treatment.

I hope to speak to someone soon regarding some sort of remedy to this awful situation and will also be in contact with consumer affairs, Department of Transportation as well as the office of the CEO because this situation will not go unheard. I should have received much more courteous service especially since the cancellation of that flight was so detrimental to my planned events the following day. AA, as well as the employees found at the counter should have offered my friends and I accommodations at the nearest hotel as well as transportation to provide a more pleasant experience traveling with them given the predicament AA put us in.

Kenneth of North Hollywood, CA May 3, 2009

I booked a flight for my wife and 7 month old kid. My wife is new to america and only 25 years old. The flight to DFW was being delayed from LAX for 2 1/2 hours. I called the airline to change there flight. They were about to do so when the agent told me that it was now in the system that they were boarding. I told her no, lets get them off the plane and rebook. I told them that based on my years of flying through dallas texas that this was going to put my wife and child sleeping in an airport in texas. She said that since it is now considered boarded in the system that she could not change the flight. I said get on the phone and call the ticket counter and tell them to pull her off the plane Im coming to get them. I stressed the point that I cant have my wife new to america and new born kid sleeping in the airport. Well, as it turned out they did nothing and the wife and kid end up in DFW sleeping in the airport. I called to try to have them go comfort her and maybe say a few nice words or give her a voucher and make sure she gets to and from the hotel. After all, she is new here. I would do this for someone that needs the help. Maybe I am different but this just seems to be the right way to deal with it. While I was on the phone with them. I asked to talk to someone at DFW. They put my call through to DFW and a supervisor got on the phone. All he kept repeating was they are not responsible for her and my kid. If the flight is canceled due to weather then they are not liable for anything. What happened to america since I was a kid? American Air AA will NEVER get my business again nor will any of my relatives use AA ever again. Another part of this is that when I was talking to this supervisor. I told him I spoke to a friend in Irving which in a stones throw from DFW and he said at that time there was only drizzle. No winds or hard rain. The weather Channel also showed that the real storm was north of DFW and not headed towards DFW. It was north of DFW. Another thing is that we asked the original agent that booked us if we can take a umbrella stroller on the plane. He said yes. Well, they took the stroller and would not allow it. Can they ever get anything straight in there stories and what they tell you from one day to the next?

mayra of alexandria, VA May 3, 2009

I was booked on a flight to miami to lima 04/30/2009. the flight was delayed 3 hours and when we thought wer wereoing to land in lima the pilot said the airport was closed and would be landing in another aiport called chiclayo. we landed at 1130pm but were on the plane until 4am. the aiport in lima opened up at 4am but the crew told us we would be staying there. the pilot said there are no hotel rooms in the entire town. after going through customs for 2 hours we are taxied to a hotel. the hotel was kind to provide breakfast at their own cost not american airlines.

we slept on the floors of the lobby, couch and even the courtyard lawn. the hotel did their best and tried to get us room. i got one around 5pm when i was finaly able to show. but beceause this town only had one terminal and the only airline that flies in lan they did not have the resources to give us a luggage in teh cargo. so i have been wearing the same cloths now for three days. see on 05/01 we had dinner at the hotel after getting rooms last miunte and the hotel called everyone place to find us a bed, we receieed a fax note from aa saying we are leaving on 05/02 sat at 800 and to be at the ariport at 630. so here we are in line at the pilot doesnt oshow up until 730. to say we got into lima 05/02/2009 at 1030.

i was here on vacation and had booked a tour and several other flights. when i tried to connect to my flight which now i missed since we were suppose to be here in time to get on my 930 flight, the airline which was lan said they had no flights to cusco until monday. i went to aa and asked to go back home becase i would never be able to reach my friends at the other cities touring, oi would be playing catch up. american airliens wanted to charge me a change fee and difference of fair, but the man at the coutner say that i was about to have a nervous breakdown and was avle to to talk to the manager to get me on a flight the same day without any cost so what did it cost be a nonrefundable deposit for my tour of 560 dollars. not to mentione the other 600 the tour charge my friends since they expected me to make my connecting flight. because my lan flight was not canceled before 24 i lost that ticket too that was 220 dollars. im now trying to get back the cost of my othe connecting flight of 220 from julica to lim. yes there is fog that does not allow travel but there is not fog for 72 hours in a row. i understand pilots need to rest 12 hours according to regulations but he took 2 days and the flight was only 45min. it was not like it was another 4 to 5 hours.

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