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American Airlines - Slovenly Service

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

John of Austin TX (12/9/03):
I was in Saint Maarten. I called the number listed for American Airlines to confirm my flight which was scheduled to leave at 1030AM Sunday, December 7, 2003. I called at 8AM on the morning of Sunday, December 7. Someone at 599-545-2040 picked up the telephone but did not answer. I could hear two people discussing non-business related matters and laughing before the telephone was hung up. My call was never acknowledged by the person who picked up the receiver. The receiver was simply picked up, held for a few seconds without interrupting the ongoing conversation and then hung up or returned to its cradle or disconnected. I called twice in rapid succession. It happened the same way both times.

Elizabeth of Mililani HI (10/8/03):
I took an international flight to London in August of this year. Everything was fine as far as the plane goes. What was horribly awry was the disgustingly AWFUL, CONDESCENDING, and UNPROFESSIONAL behavior of every representative of American Airlines that I had the misfortune to interact with.

Being a young and liberal caucasian female, I have had the advantage in life of never being discriminated against. For the first time in my life I was told in cold, blunt, and wholly inappropriate terms where 'my place' is - at the back of the plane. If I was treated as such, I shudder to think of how others who occupy a more negatively class-defined role than I have been treated by such a rude service staff.

Furthermore, being on an international flight, there were many people who did not speak perfect English. The flight attendants' response was unanimously to ignore, hassle, even shout at these poor people - totally undeservedly. American Airlines should be ashamed of their treatment of customers. I know that not only will I never purchase their services again, but I will ensure that not a single soul whom I know will either.

April of Colorado Springs CO (8/13/03):
I am greatly disappointed at the service provided by American. On aug 11 2003 I was suppose to fly from Houston to Dallas and then to Denver. Due to some rain (about 30 mins worth) the flights were delayed and I had missed my scheduled flight out of dallas. They rescheduled me for a flight that was two hours later. This flight never took off. They had us switch gates 5 differet times. It was not always small changes either. We had 3 termial changes. And carrying luggage for these changes was a pain. No one working for american airlines was able to give us any answers about our flights and they kept delaying the time. Fianlly around 12:00 am we had a plane and flight crew ready to go. Mind you this is 5 and 1/2 hours from my schduled time of departure about 3 and 1/2 hours from the new flght I was put on.

The crew said the plane only needed 10 minutes to finish cleaning the plane and we would be leaving. Five minutes after maiking this announcement they said the crew went illegal and we would be staying overnight. They offered us a discounted room around 12:30, but our flight left the next morning at 7:30 and we would only be at the hotel for only a few hours. Plus all I had was temp. checks on me. The airlines provided cots but threw them in the cornor and did not bother to pass them out. Then we had to ask for pillows and blakets. When we got them they threw them aside also.

The people working for American were very rude and some of the crew were even yelling at the customers. When we asked for a supervisor the crew told us they would not come down and talk to us. Later my father called the airlines to see what time my flight would be leaving in the morning and the guy on the phone said "I do not know anything and will not know anything" -- he then hung up on my father when he was asking him another question.

Nothing was offered in return for the hell we went through. They could have at least served us a meal on the plane or offered coffee to those who had to stay the night in the airport. I had a horrible experience from american airlines. I was even told by a pilot that American does this all the time to the customers. For the money I paid for my ticket and the time I spent in the airport it would have been cheaper and shorter for me to drive.

Whenever I had a problem no matter how small it was I was always rewarded by other airlines. I remember flying Continental and the flight got pushed back 2 hours. They offered everyone dinner and a flight voucher for the next time they flew with them. We were offered nothing by American -- not even an apology until the morning flight crew came in.

I missed work and was terribly sore from carrying my flight luggage with me. My ride also missed 1 and 1/2 days of work due to picking me up twice and making an 1 1/2-hour drive up to the airport.

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