American Airlines Reviews

Well after waiting for my zone to board a rep at the gate told me I would have to check my bag because there was no room. I informed the gate rep that I had all my belongings including medicines and glassware in my bag. He rudely stated, "Oh well??" He said I can not take my carry on bag period! Having no other choice I had to check my bag.

After getting on board and watching the very last person board I was shocked to see there were several open overhead storage bins with no bags whatsoever? Talk about being highly upset. To make matters worse it was raining very heavily so my non weatherproof gym bag got totally soaked by the time I retrieved it at my final stop. I have never been so highly frustrated by the entire situation. I will take every step possible to avoid flying American Airlines on my future travel plans. Personally I think something has to be done to stop American Airlines from scamming its customers into paying more money for advanced seat assignments, then penalizing customers that choose not to do so!! Not sure also why there is not better communications between the gate staff and staff on the plan to better determine what room is available as staff boards.

The airlines also told my employer there was a seat available to purchase on the aircraft even though I was told it was full by the AA clerks at the gate. Then AA proceeded to lie to my employer and state I wasn't at the gate reason being me not making the flight as I was watching the plane pull from boarding ramp and talking to AA workers that were scanning the tickets, liars!

So they leave me stranded in Philadelphia with no coat in the cold or toiletries and without my luggage, in which they stated that they were not sure exactly where my baggage was. I was told to look online and locate it. I specifically looked at the three airline clerks and told them I had a checked firearm and that they would responsible if it got into the wrong hands and they did not locate my bag! I had to demand they find out, which they never did standing there clueless of who to call. If these people are this clueless then what about the people flying the plane! Will never fly this irresponsible/unprofessional airlines again! I fly Delta usually and will no longer fly AA again!

Again, we live in Reno, NV therefore we had to get a flight with American Airlines to Los Angeles. Our flight from LA to my hometown was through Volaris since there were no connecting flights that can be done. I made sure to leave a 2 1/2hr gap between our arrival to have enough time for our next flight. Now here is where my nightmare happened. We arrive at the airport in Reno to find out their systems were down so it took forever to check in. Due to that our flight gets delayed from 9:30 am to 10:15 am. I grew a little concerned since I would still have to pick up all of our luggage and rush with our niece and nephew to the next flight. They start boarding the flight and also start having system issues there.

There are two flight attendants on the counter in our gate and one of them says “we apologize however if you have boarding tickets please go to the gate to my right and everyone with their pass on their cellphones check in here.” At this point, the lady behind us sees our passes in our hands and says “you guys need to go over there” so we go, the flight attendant lady there gets our boarding passes, scans them (I didn’t hear any beep) and says “thank you. Have a good flight”. We get in the airplane and all of our seats are taken...(a family and another older gentlemen also had their seats taken.) I flag over the flight attendant and she brings us to the back of the plane.

Once everyone is boarded the flight attendants start figuring out what happened and finally the manager walks in the plane rushing saying “you guys are in the wrong plane and your flight just took off”. How does this even happen?!? They take us off and say, "We will get you guys in the next plane to LA." Keep in mind our flight from LA to our Hometown leaves at 1:30 pm. So they find a flight and it leaves at 12:00 pm! I tell the lady we need an earlier flight as we will miss our second one. She says that is all they can do for us.

The lady at the other counter comes and starts saying, “sir you're the one that boarded the wrong plane.” I get upset and start telling her “Lady you put us on that plane and even scanned our 4 tickets!” I then ask for their manager and she says “Look sir, our job is to get you from Reno to LA, any other flights after that are not our responsibility.” I get on the phone right away and call their customer service and they say I need to figure it out with the Manager at the location. My wife finds the manager and he tells her “we can’t do anything about it”. I called Volaris customer service and they tell us since we will miss our flight they cannot refund us our tickets and we will have to buy new tickets for the next flight and that American Airlines should be responsible for it. The next flight leaves in 7 days! (There is only one flight a week and once a day from LA to our Hometown.) We sit down and see alternatives and have no luck.

They then announce that our new flight is delayed from 12:00 pm to 12:20 pm due to maintenance issues. 12:20 pm comes up and we are still just sitting trying to find ways to get to our destination and they announce our flight is delayed again from 12:20 pm to 1:15 pm! At this point I along some of the customers on that flight go up to the counter. I start telling the new lady at the counter if there are any flights they can get us to where we arrive at a near town and then we can catch a bus or something.

She looks and says there is nothing. I tell her, “there is nothing at all? What is your policy for not meeting a customer's expectations?” At this point she ignores me and I’m just standing there burning inside... I never felt so helpless... I tell my wife to get some food for the kids since it’s going to be a while. As I go back to my seat, the guy behind me starts arguing the same thing but he was going to Australia through Southwest and his flight had been canceled so they set him up on this flight through AA. Right away the lady starts giving him all of these alternate flights to get him there! I wait for her to assist him and I go back up and tell them, “so you can find a solution for him but not for our family?!?” And she ignores me!!!

After all this chaos we land in LA at 3:30 pm and are now stranded. We talk to AA customer service and say there is nothing they can do. We go to Volaris and they find a flight the can get us 6 hrs away from our home town. We book the flights, we arrive there at 12 midnight and get a taxi to the nearest bus station. On the way there the taxi driver mentions how dangerous it is at night and recommend to get a hotel, get some rest and leave in the morning. We take his advice and to get to the end of this. We get to our home town the next day at 4 pm almost 24 hours and $1,100 later. Keep in mind this does not include the non-refundable missed flight which was $1900 for all four of us round trip so I would say $950 one way. So where is the justice? How is this fair to any customer? I hope this review can go high up and the word can be spread as no one should go through an experience like this...

I want to understand how people will have the patience to read a pop-up when they are in an emergency and don't have an option to go back to the website to read the cancellation policy. I had another booking with SPIRIT airlines, but they were able to refund at least half the amount because it was within 24 hours. I don't understand why American Airlines can't update their website accordingly. I'm totally disgusted with them. I'm NEVER BOOKING them in future.

Let me tell you, I take responsibility for my own faults, but if you ever cancelled a flight, THERE IS NO INFORMATION PROVIDED on how to re-book it or its validity. I thought it was one year from the day I cancelled it. Turns out it was from the day it was purchased, but this was not provided to me at time of cancellation, nor over the phone, nor in the cancellation email. Right now, after several exchanges, they are refusing to try to help in any way. I am not asking for much, my goal here is for them to recognize the lack of information they give out, and how difficult they make it for customers to find the information. Extremely disheartening. They must be doing not so good if they hanging on to every penny! Stay away from AA. And they used to be my favorites. :(

The attitude was, "Sorry but I cannot do anything." There was no explanation as to why the seats were allocated to another pax and we are left now with a take it or leave it situation. I have my own theory as to what has happened and I understand that BA block out seats for high tier pax and frequent flyers but the seats I chose back in April were open for booking. Furthermore I called on Feb 7th and was told the equipment change happened on the 6th. This very frustrating but lesson learned. If flying to USA stick to Virgin. AA sucks.

A few minutes later, I received an email explaining that they were unable to complete my booking and to call them for another “great” fare. I called the (800) number on the email and spoke with a lady with a foreign accent. She told me my booking did not go through and she would assist me by booking my flight over the phone. I don’t remember the fares she quoted me, but they were much higher than the fares I attempted to book online. So, we ended the conversation, with me telling her “I would purchase the tickets from another travel service,” and she told me “my credit card would not be charged”. I believe it was the next day when I purchased a set of tickets at a higher cost from a more reputable travel service company. To my surprise, the unauthorized/invalid charges were added to my credit card statement in the amount of $1,040.64.

Also, The American Airlines Customer Relations department is a joke. Their only response was a canned message: “Your tickets are non-refundable. We value you as a customer.” Hollow words when they treat you like **... I am looking for others to join me, if you have been victimized by American Airlines, treated like a second-rate citizen, followed by the words “We value you as a customer” as they offer no concern or solutions for their poor customer service. Please, post your story! Together we can make a difference, and hopefully show them what the American consumer can do! Join me in this push to eliminate online scams and corrupt corporate practices. When you consider the growing number of online purchases and all the fraud and scams resulting from such online sales, it is very important that American Airlines and other corrupt companies are held accountable to the very people they call “valued customers”.

So here we are again in PHX going back to FL - about to board - All of a sudden I couldn’t get my mobile boarding pass on the phone and we were just about to board. So I go to her and ask for a boarding pass. She is not busy - not doing anything - and says... “Someone will be with you in a minute...” and then just stands there. What??! You’re not doing anything and you can’t help me? I roll my eyes and then somehow she finds time to print out the pass. Then my turn to board the plane and says I have to consolidate my bags - ie - my TINY little purse has to go in the backpack - OMG really? Just to be a ** control freak “because she can”. I was grumbling down the gangway and another couple had a similar BAD experience with her. Maria - no last name - you’ve done a good (i.e. bad) job of creating a very unpleasant experience from the start and have reinforced that I will not be flying American anytime soon if I can help it.

The person who I was speaking with basically said, "Consider your ticket as a donation to American Airlines." I told her, "I am not asking you to change the ticket free of charge. I know that there's a difference that would have to pay", but again I was turned down. American Airlines by far is the worst airline that you can fly and deal with. They don't care about anything other than themselves and the money that is going into their pockets. Very disappointed with how they handled this situation. I WAS TOLD, "WE DON'T CARE ABOUT YOUR DAUGHTER AND HER HEALTH! GO BUY ANOTHER TICKET!" Never again would I ever book a flight with this ridiculous airline. Think before you book this airline!!!

Passengers had to spend an extra night in Jackson Hole, AA did pay for a hotel, whoopdedoo. My friend was a pass customer so he got nothing. In the end he rebooked on Delta to be guaranteed a seat and a trip home. American Air has the most flight delays, and worst service of any US airline. I stopped flying them long ago, and now my friend will too, despite paying a nominal fee as a courtesy passenger. Not worth the grief. AA flight attendants are the nastiest and rudest as well.

We made our way back to the main terminal only to wait in line for about an hour and 15 minutes to speak with a representative that casually asked if I wanted to wait another day for my flight in which my response was "Will you compensate me for the day?" and he quickly found another connecting flight in Charlotte. However, I paid for us to sit together and I asked for this to be done on the new flight and was told I would need to reconcile this in Charlotte. After the new flight was arranged, we had to wait again in TSA's line for another 40 minutes to just wait for 2 hours for this delayed flight.

Once arriving to Charlotte, I went over to the customer service line with about another 20 customers in line looking for answers and was told that If my partner and I wanted to sit together it would cost me $32...which was absolutely incredible considering that my travel day is now approaching 11 hours instead of a 4 hour day. I advised the AA associate that I already paid for seating and she said that it was automatically refunded (which has not been the case yet) and that unless I paid the 32 dollars, we would have to sit apart from each other.

Bottom line: Tampa International AA staff - Rude and unprofessional. Flight 2001 1/28/2018 Rude and uncaring. AA staff at Charlotte Rude and uncaring. AA flight 2068 was fine. I have always relied on Delta and JetBlue - If you're looking for a courteous company with customer oriented staff - please choose one of the two that I have mentioned. American Airlines treated us like we owed them something and I will never ever fly them again. Hope this helps.

Half month later Citi informed me "you are not enrolled and not eligible for $200. If you want to cancel, we won't refund you anyway". I was transferred back and forth between two companies and all different departments. Basically they were telling me "Sucks to be you that you believed our promises and none of us would give you the reward that tricked you into the purchase." 3. I was on a trip in hot summer (+100F). AA didn't turn on AC the entire trip no matter how many passenger required how many times. Even after I asserted that I am getting so sick from suffocation. The temperature was never turned down. It was the worst airline I have ever dealt with in my entire life among all airlines from Asia to US to South America.

I am a Priority Gold traveler with AA, (**) but that loyalty is one sided, there is no reciprocal benefit. Yes, I had an inexpensive discounted ticket, but that was available, I bought it less than 48 hours before my flight. Take a look at my purchase history this past year. You'll see I also bought a lot of expensive tickets as well.

Your decisions are set up to abuse your most profitable customer the business traveler. Recreational traveler know their flights weeks in advance lock in schedule and get fares that business travelers can only dream of. Me short notice, do the best that I can and hope for a little luck once in a while. I promise I will let as many people as I can know of AA's commitment to its customers, especially friends who travel on business. Unfortunately I'm not the social media wizard my children are but sitting here waiting 4 hours for a flight gives me time to learn.

I'll be making this same trip a week from Monday and I will do my very best to be boarding a JetBlue flight from terminal C instead of my usual AA flight from terminal B. I hope this wakes you up. I also hope I can clarify your reputation. I've flown you since Mohawk Airlines, stayed loyal for years and got kicked to the curb regularly.

Sorry, but that was a little too extreme for my taste. Nothing like that has ever happened to me and instead of conveniently taking me to my final destination, I was losing my already short vacation time, treated like a felon, and was about to sleep on a cot in a police cell. So my solution was to buy a soonest ticket from Rome to Russia on my own, which, considering the situation, American Airlines or Finnair should have done in my opinion. That, obviously, created a problem with my luggage and my returning itinerary.

Luckily, I got my luggage delivered in Saint-Petersburg a day later, but I had to buy a ticket back to the USA by myself. So, obviously that doubled my expenses for the traveling which I was not planning on during my trip. On top of that I had to deal with both Finnair & American Airlines through all of the experience by calling 2 places instead of one. Got a partial refund from Finnair but American said that it was all my fault. I have to look out for myself and know the laws. Never again will I fly with them and don't recommend you!

My wife's future credit (minus the $200 fee) must be used within 10 1/2 months, as I purchased the tickets 'early'. (Must be used within 12 months of ticket purchase). When I asked the operator to send an email confirmation, he said AA would NOT send an email confirming my wife's cancelled ticket and would NOT post it on her AA account as a 'reminder' to use remaining balance, essentially setting us up to 'forget' the balance and further the chance of losing the remainder of the fee that was paid. When I asked the AA gentleman, who was overall pleasant, about the outrageous costs of doing (rather not doing) business with AA, he said that it "Helps with other costs, overall." Unbelievable!

The original ticket price for my wife and all associated fees cost $386.00 and was booked 2 1/2 months in advance. The cancellation fee and new ticket for my son to travel in the same seat cost an additional $290.00. God forbid, if we fail to use the balance of my wife's first ticket within the next 10 months the 'little change' will cost nearly $476 OVER the original ticket price, nearing $850 for a ticket change. I understand the concept of purchasing 'trip insurance', however it should be called 'Terrible AA ticketing and refund policy insurance'!

There are no TV screens, no movies and the attendants are back to doing safety drills physically like in the old old days. It's bad enough one has to deal with the attitudes of 90% of the ground staff and then have to bunched up like pigs on truck to slaughter. Next time you're flying you will know what I mean. Especially if you fly a lot as I do. It's insane how they can get away with this, when in fact it is a HUGE safety factor in terms of being able to get people off a plane in an emergency. So as usual, someone will have to die before they get that squeezing you in a tube for more money is pathetic at best.

My wife and I have been fighting the credit card company for months now to get those miles she was promised. She actually spent about $1300 on the card and when I called a couple of months in to see about the miles they said she would get them in the next billing cycle. She never got the miles. Now they are saying that she had to spend $3000 on the card within 3 months and she did not do it so "tough". We canceled the card but it takes my blood pressure up a couple of points every time I hear the flight attendants telling the same old lie.

Last, I got their platinum credit card and paid 200.00 annually for their companion ticket. The catch is you have to spend 30,000 to qualify for the companion ticket. I tied to downgrade and they were nasty and said I have to cancel. I plan to! I have been with them since 2001. No loyalty. Compared to Delta, I can’t believe an airline can function with such bad service. Even the staff seems unhappy. Where is customer service? Basically they are looking for ways to shaft the consumer not create happy customers.

Sunday comes enjoying the hockey game, it's about 3:00 pm and planned on being at the airport in Phoenix by 7:00 pm for an 8:30 pm flight, when we get a text that our flight had been cancelled and rebooked for Wednesday, 3 days later. Now we are spending the rest of the hockey game trying to book a flight since we can't sit around for 3 days in Phoenix. Managed to get a flight on Southwest to LA, rented a car and drove home. Got a text Wednesday that our flight for Wednesday had been cancelled and booked on another airlines. Never, ever again with American Airlines.

All I wanted was to have my seat that I had paid for and sit down in it or at least have the flight crew change it in their flight log as my previous flight almost crashed during the storms on Jan 2, 2019. So I told the man to update his flight log to indicate that I had been moved and then the crazy lady in my seat said, "I WILL HAVE AN EXCHANGE WITH YOU!!!" And started to stand up, raising her hands and acting very aggressive and threatening. It was totally embarrassing, uncalled for and scary, this absurd woman yelling and being allowed to carry on this way in a quiet cabin full of passengers already seated. What is wrong with people? Why did the flight crew apply blame to me as if I had started this?

The flight crew guy was very condescending to me, the situation had escalated to the lady threatening me and no one told her to shut up, calm down or get off the plane. I did not provoke anything. I was not allowed to have my seat and I wanted it to be documented in case anything happened. The flight crewman then leaned over from behind and shoved a tablet in my face pointing and again condescendingly said, "See? I have changed you, just like you wanted, there you go!" So I had a five hour very uncomfortable flight with no one making eye contact with me. It was humiliating and I plan to pursue a formal complaint with AA.

After complaining and some looking around, I was left with the option of flying to Hartford, which is 2 hours away from Albany and needed to find a way from there. When I got to Hartford, CT, my luggage wasn't there. They told me they would send it to CT but being that I was going to Albany, I had to cause a stink in order for them to even send it to me there instead. I had nothing for an entire day and a 1/2 other than what I was wearing. I plan to make a monthly trip like this for the next 8-12 months but I will never choose to fly an airline like this in risk of all the mayhem and hassles associated with it.

There were several people who were bumped waiting for the next flight in a couple hrs. There was no room on any other flight for me until 5 pm. It is now 5:30 AM. I also have to go by way of Chicago instead of Newark. I am try to get to Tenn to drive a vehicle back to NY that was bought there. Now the dealership will be closed when I get there so I will have to pay for a motel and won't be back in NY on schedule. I'm not a happy customer and probably won't be a customer again. I have flown all over the country bring new, and used car, pickups, and even semis dump trucks, etc and have never been treated by any airline company in this manner.

On the way back on 12/29/2018, we had to fly in to Charlotte again. We flew in with plenty of time to get to our new gate. I flight (AA 1172) showed "On time." Then it got delayed by 2 hours and eventually, cancelled all together until the following morning. The excuses we received ranged from "mechanical problems," "De-icing issues" and finally, "We grounded all our pilots/too many hours of flight time." An honest answer would have been nice. In talking with the hotel shuttle driver and also the hotel we stayed in, American Airlines does this chronically, not just on holidays. Because of this fiasco, I will certainly look at other airline options before American Airlines for my future flying needs. American Airlines service has eroded over the years and this by far, is an all time low as far as quality and service for their customers.

The next few days we tried to recuperate we were on able to experience any of the excursions we had planned. Upon my arrival back home to the states I contacted American Airlines where they have the following to say “we apologize for this inconvenience however we will give you $100 credit each for this inconvenience please note they do expire within a year”. My husband and I almost never travel and we blew all her vacation time to do this trip with one another. I am beside myself with regret and anger towards this airlines and the fact that they would not help me beyond this hundred dollar credit voucher.

It would’ve been better if these would never expire since in 2019 we cannot take anymore time off. They should’ve put us on a different flight to begin with or had a top priority to get the flight fixed. Bawling your eyes out in a row of people you don’t know because your honeymoon just went down in flames is humiliating. Go to American Airlines I think you are making me look like an idiot making me ruin my time off for 2019 and giving me the worst honeymoon I can ever imagine.

When we first booked these tickets, it was at an earlier time which was best for my mother, but they delayed the return flight (2 weeks prior) and had us coming home very late which was not good for my mother. Do we get a reduced fare? Of course not. This ends up being a disaster and a costly experience. Never ever will I fly American again, and that will be a big loss of money to them as my family often travels between Vancouver and Phoenix.

The return flight from MCO to JFK was an absolute nightmare. Upon entering the plane, the AA boarding agent saw Lucky and immediately told us to put him in the travel bag. We understood and cooperated. However, she then proceeded to follow us on to the plane to make sure that Lucky was in the bag. She even came to us as we sat on the plane and said “the dog needs to be in the bag during the entire flight.” We were confused because Lucky was in his bag, on the floor, giving no trouble whatsoever. We did not see the need for her to follow us and tell us a second time when we cooperated before boarding the plane.

A few minutes after, we saw the boarding agent talking to one of the stewardesses. The stewardess and the boarding agent came up to us and said that Lucky’s bag needs to go all the way underneath the seat and if he could not fit underneath, then she would need to call her supervisor. We told her about our previous experience using AA (only 10 days ago) and how Lucky was able to sit on our laps on the last flight, so we did not see why there was an issue with him being in his bag during this trip. The supervisor came and asked told us that if the bag was too big, we would need to get off the plane. We refused because this treatment was completely inconsistent with our last experience.

Another flight attendant told us that we would need to get off the plane unless we wanted to bring this to the attention of the pilot. We agreed and asked her to tell the pilot. The supervisor then returned and told us that we would need to get off the plane or they were going to call the police. We were extremely frustrated and requested reimbursement if we had to reschedule our trip. The flight attendant didn’t give us any assurance on reimbursement or rescheduling. Regardless, we prepared to leave the plane to avoid issues with the police. However, we then received word from one of the flight attendants that the pilot said it’s okay if Lucky lays on my fiancé’s lap during the flight.

At the end of the flight one of the flight attendants came up to us and lectured us about the law and how we will be documented for the next time we fly with Lucky. Her body language was aggressive and condescending as she invaded our personal space and continued to point her finger at us as though we were children. The stewardess, whose name was “Joe”, told us how the company would get fined big money if a member of the FAA was on board and saw that they do not follow rules. Again, this is not our issue, as customers.

The experience was extremely unfair and humiliating because of the company’s double standard in following AA policy by its own employees. Although we managed to fly on our intended flight, we still cannot get over the embarrassment, rudeness, and inconsistency of policy that we experienced. After the flight, several of the passengers that witnessed the event, approached us expressing how terribly we were mistreated by the crew. Most of them added that we should file a complaint. We have been considering the use of social media, and possibly pursue legal action.

So I confirmed my new flight. Once I got the digital boarding pass on my phone I noticed the flight time was still 6 AM! I had to scramble to get ready and leave to make it on time. I then received another text message 20 minutes later indicating that flight 1066 which was originally scheduled to leave at 6 AM but then delayed to 11:09 AM but maybe was not delayed after all according to the boarding pass you sent me was indeed CANCELLED.

I called your customer service center in Mexico City. I waited for 10 minutes on hold to talk to someone. It was 3:30 AM. A rep named Alex got on the phone and as I began explaining my situation he hung up on me and I was directed to some automated message asking me to rate my experience with the service I had on the call which never actually began. I called back and waited another 15 minutes to finally talk to someone. This time another rep answered, a woman, who tried her best to help me. She rebooked me on an Aeromexico flight scheduled for 8:40 AM. She advised me that was the only flight available through their partner airlines and the only other option for an American Airlines flight would at the earliest be December 30th. I decided to take the 8:40 AM flight. She advised me to get there at least 3 hours early because of the long lines.

Do you really think it is reasonable to send people a text message at the very last minute giving them an option for a flight that departs 6 hours earlier? Essentially you were saying "oh just kidding the flight departs at 11:09. Ah no just kidding again it still departs at 6 AM. Oh remember when we said that flight was delayed until 11:09? Well it's now been altogether cancelled and you don't have any options until December 30th." That's after I moved at breakneck speed to get dressed at 3 am to figure out what the hell was going on.

The nerve of you people. You charge $700 bucks to cram people like sardines into what more or less amounts to be a tin can. Seats are getting smaller and people are getting larger. How is it reasonable that you guys are so damn greedy you just try your best to stuff a few more seats in the same space every year? This ordeal doesn't even include my experience flying TO Mexico back on December 19th (flight number 2350).

I was so miserable the entire flight. I had no room to move my legs and I'm not a big guy. I weigh about 150, I am a runner so having my legs in a position where my knees are constantly rubbing up against the back seat of the passenger in front of me is torture. It's pure torture. Being in the middle seat I had absolutely no elbow room at all whatsoever. I felt sorry for the guy next to me who was 6'3 and about 220lbs. He was very miserable. Is it any wonder that incidents of air rage have escalated over recent years?

When you put so many people into tight and cramped conditions you are setting up a powder keg ready to explode. Again I really want a straight answer. How can your CEO and other higher ups who make millions in salaries sleep well at night selling miserable experiences to people? How can you charge exorbitant prices for flights-$600 up to thousands of dollars for a seat, nickel & dime your customers on luggage fees, attempt to extort more money from passengers during the check in process for upgrades to get a few more inches leg space in business class and be so arrogant about it? Once passengers have boarded the plane you guys act like your customers are so fortunate that you even give them the privilege of spending such extravagant prices for seats. It's almost like paying someone to torture you while the torturer treats you as if you are lucky to have the opportunity.

I'll tell you one other thing. In contrast my flight back on Aeromexico was 1000 times better. They don't try to pack everyone in like sardines. I actually had leg room to stretch my legs out fully and yes I only had an economy seat. They also provide a decent sandwich for lunch and their stewardesses are actually very helpful. They don't employ old maid rude beast hog flight attendants-past their prime- like your company does. That leads me to another observation. On my flight 2350 to Mexico your flight attendants did not have enough customs forms to distribute to passengers. How is that possible?

You are charging an arm and a leg for a flight and can't even provide the simple convenience of supplying ALL of the necessary customs forms so that your passengers can at least have one less thing to be stressed about when going through customs in a foreign country? Your flight attendants actually are very cavalier about this issue. I have seen that demonstrated on past flights when customers ask for these forms before landing and your flight attendants act as if it is not their concern.

I'll end by saying this. During yesterday's ordeal I was sick with a fever and lot's of congestion. I didn't need to be jolted out of bed at 2:45 in the morning with your disorganized text messages, bad customer service and general chaos. I won't even go into the over 2 million plus advantage miles my Dad racked up with your company over a 23 plus year period from the 1970's to the 1990's when he gave your greedy company so many of his hard earned dollars only to have his advantage miles stripped off him. When it's too expensive for your bottom line to have customers, loyal customers, with so many advantage miles you just take them away. Your greedy executives just love fleecing people who want nothing more than to see their families over the holidays.

My family has flown on American Airlines on countless trips not just back and forth from Mexico and the U.S. but all over Europe as well when I was young. This however is the straw that breaks the camel's back. I will NEVER fly American Airlines again. I am going to let everybody know about my experience-no social media platforms will be spared. Social Media is a great thing! I hope people come to their senses and stop flying American Airlines. Maybe that will force your company to come to their senses.

Asked for my check bag so I could retrieve medication only to have my bag located in Philadelphia. Not sure why it was in Philadelphia since I had no connections there. Customer Relations agent, Sofia, told me I should have put my medication in a carry-on. When I placed the initial reservation, Basic Economy allowed only 1 personal item that could be placed under the seat (my purse counted as the 1 personal item). It appears AA now allows 1 personal item and 1 carry-on. I was never notified by AA about this change. Again this policy changed between the time I reserved and travel time. I did not misunderstand the policy because although AA changed policy online with a Special Notice, they did not take down signs at airport stating Basic Economy was 1 item under the seat. I took a picture of the AA sign as proof that this was their policy.

Next day, flight to Columbia was diverted to Charleston. Finally made it home after 28.5 hours only to realize that my checked bag had made it to final destination earlier. AA kept telling me that delays were due to weather yet they could get checked bags to the destination faster than passengers. I have been a traveler for years and flown many different airlines. Hands down, American Airlines is the worst.

Finally get through to customer service. Agent transferred me to her supervisor. When the supervisor was taking the payment info, the call dropped. I know it was not on my end. Regardless, the supervisor should have called me back. Again, for the 2nd time I put in a call to receive a callback in over 1 hour. Finally the agent was able to take my change seat request. Probably the last time for me flying American.

We have friends leaving the same airport which is Tulsa with different airlines and neither of them were cancelled nor delayed!! My fiance wanted to try and stick with American since they headquarter in our local city (Tulsa), She finally said never again. We will cancel our American Airlines credit card as well since we will no longer need their frequent flyer miles. Good Riddance American Airlines!!! WE HATE YOU!!!

I cannot even tell you how angry that they not only have a "I could care less attitude", but when it comes to a person that protects and serves your country is disgusting. He missed a day home with family spent his money on hotel, and travel insurance that apparently is a ripoff. I re-booked his flight back to base with another airline. American Airline should be ashamed of how they treat the men and women who serve and protect. I will never use their service and hope others do the same.

The plane was old and not cleaned either. This was a flight from ATL to PHL. Later, I walked to the customer assistance desk in PHL and every person up there ignored me and continued to engage in their own personal conversations. Finally, some dude said “can I help you” while he sighed and acted annoyed by my presence. I asked to change a flight to an earlier flight that was leaving and they said it would cost $75 (after I booked insurance on my ticket and paid the extra fees)! The flight was not full so I asked if I could fly standby and they stated that also cost $75 additional dollars that way as well. Don’t purchase insurance, don’t expect anyone to be nice and DON’T FLY AMERICAN!

I will never fly American Airlines again. Rude unprofessional and obnoxious. I held my peace while in excruciating pain from all that running. That brings me to tears every time I think about it and I am a man. Tough as they come but this is extremely hard. My advice to you is never fly American Airlines. I'll drive across country before flying American Airlines again. Care nothing about their customers.

Instead, we were put 17 rows back in seats 18D & 18F. There was a young ** Male seated in 18D, but he was called out on intercom and asked to move his seat. That could have been done the exact same way for those 2 persons seated in our prepaid seats (1A & 2B). We could have become belligerent, and unruly, but since my fiance was already experiencing chests pains, and was literally about to collapse, we needed to be seated quickly. The worst lack of Customer support I've ever experience. My fiance was physically injured from running through that airport. Unbelievable! We continue to seek justice and to be duly compensated for this fiasco! Never desire to fly with them again! AWFUL EXPERIENCE!!!

Is American hurting this much for money? Other airlines charge a small fee to change a ticket, on top of that look at the other fees American charge, baggage fee, seat change from a cabin seat to an exit aisle seat or a comfort seat. Shame on you American Airlines, treat your customers fairly and think of a way to compensate for people who cannot make trips rather than keeping their money...you look and sound desperate.

When I reached airport the time was 3:00 pm. When I tried to check in still it said my ticket was not found and when I reached to American Airlines they said, "Your ticket was not there." After that I called the manager. She came and gave, "I cannot help you. You are late," and issued me ticket on 22nd Dec and she said, "In holiday season we won’t confirm any ticket." In my lifetime this is first airlines who cheated liked this and took 440 dollars. If they cannot confirm and give the ticket why did they deducted money from my credit card? Why they cheated all the way? The customer service was really bad. They just take your money and issue the next day flight when you come to airport. I want some authority to take action on American Airlines. Will never travel in my lifetime in American Airlines.

I ended up eating all my tickets and had to spend $2,000 on round trip airfare (with a new airline) for a vacation I had paid and booked 4 months in advance. When I get back from vacation they give me a voucher for $300 and Now as I book a flight 3 months in advance from Boise to Oakland (a 45 minute flight) the tickets are $700... I literally spend less money going with another airline like Southwest than I would going with American airlines and using my credit! I have no Idea how the prices are so high God knows they are not using that money to make peoples experiences better... I will never fly them again!!!

I usually Travel with Southwest, and have just tried Frontier, and I am sure that if you want someone's continued business, you don't take their money and then say, "We hope that you fly with us again." I hope to never have to ride American Airlines again in my life. To Me, this was incredible, no prorate or nothing, just make your money, so make your flight with American Airlines or you will Pay dearly!

SATAN! The airline from Hell.

The flight attendants, however, cooked themselves hot meals in the galley. The flight attendants were pleasant but did not exhibit any effort to make it a business class experience. Trash littered the floor in-and-outside the forward cabin and no cleaning effort was made by the crew who simply stepped over it. Attempts to complain at the airport service desk were deflected to their website, and requests to speak to a person were dismissed. Bottom line: business class on American is NOT business class.

The answer I received in return was yes. I was happy about that. The next day when I went to check in for my flight, I was told that since I got a refund I no longer had a ticket. I was fuming with anger. I wasn’t told by the representative that since I was getting a refund that I could no longer be on the flight. I thought I was getting a refund for the inconvenience and for just common courtesy. I was told that I had to purchase a new ticket which cost more than the price I had paid for a round trip flight.

I wasn’t given any sort of discount or and any kind of reimbursement. It’s disgusting that I had to pay to get on a flight due to the wrongful information provided to me by their representative. Because of this person's failure to tell me that my ticket was going to be canceled and because I never even received any email telling me that I no longer had a ticket, I had to pay more than 3 times as much for a new flight! This is outrageous! I will never fly on American Airlines EVER again! I never received any kind of reimbursement. These people DO NOT care about their customers and have no decency what so ever. Do yourselves a favor and NEVER fly with them. What an awful experience!

We had about a one-hour layover in Miami so sat in a cafe near our gate where we could see and hear all flight schedules. Our flight was scheduled to leave 7:35 pm so got to our gate 25 mins ahead to find nobody there. We asked an attendant who said the gate had been changed last minute, though we heard or saw nothing to that effect. The gate change was miles away and though we got to the gate with 15 mins to spare they had already closed the gate that wasn't supposed to close for another 5 mins. Bang! Missed our flight. The gate women claimed that she made an announcement well ahead though we and two other couples disagreed. None of us had heard the announcement. We figured people at the first gate were told to go to the new gate so made their flight but us naughties who just wanted a coffee apparently were deaf. This is where it starts to get interesting...

We had to go to another desk to change our flights and the not so pleasant attendant says she can put us on standby for the next flight. Standby? It was then I noticed a monitor behind her that showed the list of standby passengers and there were 14 of us! Unlike the guy behind us I hadn't totally lost it yet, ** happens, so pleaded to have confirmed seats, which she hesitatingly agreed to. I told her we had paid extra for two seats together, but she looked at me as though I was asking for an upgrade to 1st class, so we were once again separated. After a 2.5 hour wait, we got on our next flight okay, as did at least one of the other couples, so things were looking up.

Though we had paid for seats together (our missed flight we would have had two seats on their own, no third seat even!) My wife was squashed in the middle of two people, which she is really uncomfortable with. I always give her the window seat. In the meantime, I'm looking around for two seats together and had to go to the toilet at the back of the plane. I had to wait for gent to come out and saw that he was sitting in a middle seat towards the back, next to a very old and frail looking woman in the aisle seat (found out she was 95!)

To get in his seat, the woman's son had to get out of his very back seat about 4 rows back, unstrap her, lift her up, while the other gent got into his seat, put her down and strap her in again. When he came back, I asked why he couldn't get two seats together, he had been told there weren't any spare or pairs. Suddenly I didn't care so much about our seating position and was thinking how terrible it must be for the old women and her son. When I got back to my allocated aisle seat, there was nobody in the other two seats, so I figured I'd stand until they got in. In the meantime, I asked the gent in the seat next to my wife if he would mind swapping, which he happily agreed to. Passengers were talking and moving around and I realized another four couples, just around us, had been separated and were all working together to swap seats!

Then the strangest thing happened. Though the guy in my original seat had no one next to him, it was announced we were about to take off? He had the all 3 seats to himself the entire flight! I looked around and saw quite a few empty seats and gauged that, every single couple could easily have been seated together! WTF?

Can you believe when we finally got home, our Consumer Report mag waiting for us, had a feature article on why we were all just treated so unnecessarily badly! Did you know there is a new kind of economy class? We didn't, and it's called "basic economy". We figured we had bought regular economy tickets, where treatment can be bad enough but wait until you get stuck with "basic economy"! It's why we couldn't check in or choose seats, even if we wanted to pay the extra. Our return leg was regular economy so we could, and even that didn't work out so well.

In a nutshell, it is a ploy to unnecessarily piss off people so much that you would prefer to pay more for regular economy, where you can choose your seats, though at an extra cost. And it works! We will never buy basic economy again! And hopefully never fly American Airlines again. BEWARE of that crazy "cheap" ticket and NEVER TAKE BASIC ECONOMY! Unless you want to be treated like a piece of dirt and in the end, possibly, with all the hidden costs, pay more than regular economy. And it's not just AA doing this of course. BTW: any kind of refund for paid seats we didn't get, impossible!

Now you know what was on my mind today.

Our flight back was cancelled due to bad weather at JFK so American automatically re-booked us on a flight to Miami two days later. Two more nights in a hotel room before we could go home. Once again I had to pay $320 for seats that were actually no better than anywhere else on the plane. At the airport in Barcelona we were told we would receive a credit for the seats we paid for on the original flight. After no refund was received and no automatic credit was received for the seats we paid for on the flight that was cancelled, we had to do our own research by going to their website and searching for a place where you can request a refund. I found the link, filled out their form and was eventually refunded.

Upon our arrival at Barcelona airport American wanted to charge us each for one bag. REALLY? You're now charging to take even ONE bag. You did not charge us on the way over. Why charge us now. We were told that some flights now charge to handle bags. But we didn't request this flight, American re-booked us. So after a 35 minute battle at the ticket counter they finally took our two bags (one bag each) w/o charge. UGH! BTW, we waited also 40 minutes at baggage claim to finally get our bags in Miami.

Flight attendant service, attentiveness, & friendliness was less than satisfactory. They acted like passengers were an inconvenience. At one point a flight attendant walked down the aisle shaking a garbage bag rather wildly to let us know she wanted our trash. No words, just wild shaking of a garbage bag in our faces. Our economy class tickets ended up costing almost as much as the class above us after having to pay additional dollars to choose seats. And the seats on this 777 were as tight as they could get them. The word sardines comes to mind. We paid extra to fly 10 hours packed like a sardine and treated like cattle at feeding time. The food served was barely edible. A choice between pasta or chicken. (If you're smart you bring your own) Avoid the pasta at all costs.

I am an American Frequent Flyer, albeit, I have not flown them in some time and these flights reminded me why I stopped flying them in the first place. I really believe American Airlines must treat their employees rather badly because some of their employees do the same to their customers. Their employees are not empowered to do anything other than adhere to their company's ill-focused customer policies. Flying is no longer a pleasure and especially with American Airlines.

I contacted American Airlines and this was their response. “Thank you for contacting American Airlines Customer Relations. We know you were disappointed at having to pay an excess charge for your baggage when you traveled with us. (I wasn't disappointed at paying for my luggage. I was disappointed at paying for overweight luggage that was not overweight.) We depend on our agents to assess the items and collect the applicable charge, and in this case, our agent judged that the total amount, size, or weight of your baggage exceeded the free allowance, and we assessed the applicable amount. (I did not think my baggage should have been free. I should have only paid $60 per baggage not $100.) Since our agents are adept at accurately calculating these charges, it wouldn't be appropriate for us to second-guess the amount we charged.

"Too, I don't have the benefit of actually seeing your items -- as our airport agent did. Accordingly, we must respectfully decline to refund the checked baggage charge you paid. (So basically our agents don't make mistakes and you are a liar.) Kevin, we appreciate being given this opportunity to address this issue. We hope to see you aboard again soon.” Based on the response they gave me they didn’t even understand what I was asking for. I knew I had to pay for luggage. I just didn’t want to pay for overweight luggage when it wasn’t overweight.

He announced we would now land in Greensboro, NC... But then 10 minutes later the plane swerved and it was announced that now we were being diverted to Raleigh, NC. We landed around 1:38 am to be greeted by the alarm going off at the bridge. We were told by a man taking off our bags to pick up our bags at the carousel and waited about 20 minutes. NO ONE from the flight or the airline was there to tell us what to do. 48 passengers, 3 1/2 hours late, airport closed for the night, in the wrong airport! We were handed a slip of paper giving us a # to AA at the baggage claim. When we called, they called back 20 minutes later to say they couldn't help us. No one was there to help us get a hotel, a car, or to suggest how to get to our actual destination. I've written AA complaints online- hopefully they will reimburse us for the car we rented to get from Raleigh to Wilmington. I would say terrible service but there was NO service.

I couldn't believe my eyes, my steel-toed army boots had severe dents that till this day I have no clue how they even managed to damage it so badly. Also, my CamelBak (water tank) was clean-cut in a half with a burnt-looking cut line. Like, What the...? How the...? You know what's the worst? Someone along the way noticed that it was so severely damaged and just decided to clear tape it. I did not even get an apology. LOL, just LOL. I will NEVER fly AA. I tell my friends and family all the time to never fly AA. They never reimbursed for any of damages. They are just that horrible. It is very UN-American of them to damage soldier's property like that. They should get rid of "American" in their name and stop dishonoring America.

BA had booked me thru American airlines which are a horror story in itself and so I flew via AA to London where BA was going to take over. At the London airport, it was found that the BA flight that was to fly to Mumbai was having issues where the entertainment system wasn’t working and so they now had to wait for another BA flight to come in that would fly us to Mumbai….well long behold, that process delayed us by 4 hours and I reached at 3 am instead of 12 midnight.

Well, if this was not enough, on my return flight, Sept 26th, 2018, from Mumbai to London, BA operated on time, but the horror was yet to come once we took off from London on AA 101... oh boy!!! An hour into our take off, it was informed that there was something wrong in the left wing and they are diverting the plane and making emergency landing in Dublin, Ireland. Once we landed in Dublin and are still on the tarmac, we see fire trucks and police cars all around the plane, the captain tells us that there doesn’t seem to be anything majorly wrong but they will check it out. We all sat in the plane impatiently while young children were crying, no flight attendants had the courtesy of offering water even to the passengers , until we all started going back into the kitchen to quench ourselves… kids still yelling and crying.

We sat in the plane for a full 2 hours before they announced, “this plane isn’t going anywhere” and that we will be greeted at the airport by AA reps that will take care of us and that we will be responsible to get our luggages. There were no AA reps to ‘greet’ us, all passengers took their luggages and formed a huge line at the airport near the desk, I waited in line from 3 pm to 6 like everyone else. There were kids, elders, but there was no respect to be found. Other staff at the Dublin airport were yelling at us for forming such huge lines and blocking the way... as if it was in our hands. It was after 6 long hours that someone thought of bringing water and chips for us refugees, it was at dinner time that vouchers were given for breakfast and lunch and dinner.

Dublin airport stores and their customer service is even worse, I had one store deny to take the vouchers and yell at me for using vouchers at their store. Another store refused to take the voucher because, “they were closed,” although they hadn’t really closed the register, they literally had just shut off their lights 10 secs prior to my entering. Obviously it wasn’t my fault that I got the vouchers this late, but there was no sense of accommodation or respect. This was reflective of how nastily people get treated when they present vouchers instead of cash, I was made to feel like I was on welfare. This I feel should have been the airline reps, which are local to the airport, responsibility to make sure the travelers don’t get treated like doormats. Eventually I had to settle for McDonald's at the airport.

After 11 hours wait at the airport, without sleep, rest or being able to obtain proper hygiene, smelly, stinky, I finally was booked on a flight to JFK, but my final destination was Cleveland and long behold, they hauled me from JFK to Charlotte and then to Cle and did not even bother to check my luggage all thru to the final destination, so come JFK I had to haul all my luggage out, only to be informed that immigration could have been completed at the Dublin airport, but they DIDN’T… I just pray that they don't put passengers thru such misery and then don't even compensate them for it. I wrote a detailed version. Included my ticket number and itinerary to them to demand for compensation, but haven't even heard acknowledgment. This just shows how they think of their customers.

So here is the story: I was in the airport two hours before the flight (like it is recommended for international flights). Went directly to the check in, when I arrived in the desk (after making a small interview with on agent of AA) the lady asked me for my passport and then the ESTA, I said that I was not going to the US but to Mexico, and I didn’t had an ESTA. The lady said “Ah ok, wait there for my colleague that he will explain for you about the ESTA.” This colleague was the same that made the interview with me a few minutes before. He was on the phone and I waited for him. When he finished the call, he looked at me and said: “So you don’t have an ESTA? Then unfortunately you will not make into this flight!”

I was shocked. I told him that I was not going to the US, that I already had past Visas and had been many times to the US without problem. Then he said “Well this old VISAs are expired, you will need to get the flight tomorrow, we can rebook it for you, just go to the desk across the room and we will relocate you for tomorrow.” I said: “If you can rebook me without charge I can fly tomorrow.” He: “I didn’t said it was without charge.” I asked: “Can I make it online right now?” He: “The check in is closing now”. I: “But it’s more than one hour before the flight! I only have a carry on.” He: “Yes but the Check-in is closing, you don’t have time.”

*Personal question: why didn’t he asked me if I had the ESTA before, during the interview.* I went to this desk, couldn’t find it immediately, asked other people from the airport where was it. Arrived at the desk and no one was there. Came back to the check-in desk, asked why nobody was there. They said “they will come soon.” OK.

Then I looked. There was a girl that arrived after me with her phone trying to fill the ESTA. Then I asked the man: “Why is she trying to fill the ESTA if you said the check in is closed?” He: “Because she had already started an application (or something like that).” Then I asked: “So can I also make it?” He: “It depends how fast you can do it...”

*Can you imagine how pissed I was at that moment? Why didn’t he said that before?!* I started doing it, shaking because I was so nervous. A few minutes after he said: “check-in is closed!” The girl got in, I didn’t. What makes me angry is the fact that if they had told me from the moment I was at the check-in desk that I had 20 minutes to make the ESTA, I could make it. I was there before the check in was closed, I could clearly make it on time. But they lied to me, they made me waste my time. I could do the ESTA in 10 minutes.

They could have done so many things to get me in this flight, but they simply didn’t. Long story short, they didn’t rebook my flight because I bought it from a travel agency and I lost everything. Not going to Mexico anymore and lost €680,00 (ticket price), lost hotel reservation and another flight that I had inside Mexico. All that because they were not willing to let me in, and probably the flight was overbooked. I cried so much that I had a super strong headache.

I will never flight with American Airlines again in my life. My brother also had problems with them, his credit card and his wife’s card were cloned in American Airline official website. My friend that has a travel agency says he doesn’t fly American Airlines, and he was the one that said my flight was overbooked. Now you can see how much they respect their clients.

THEN we came to Chattanooga today for our return flight and our seats were canceled. The ticket agent reassigned us seats, we asked if we were still sitting together and he called us "high maintenance". His name was Steve ** at the Chattanooga ticket counter. It was an absolute nightmare flying with you guys. After having to pay all the upgrade fees for the flights (that we didn't get), the inconvenience of the lost luggage, the berating of the ticket counter person, cab and hotel fees and time lost we need some sort of compensation.

When we arrived at the gate, the agent, Ian, was very rude to us and said that the flight was full; we would not be able to sit together, that they would have to seat my daughter (a minor) separately in the back of the aircraft. We were travelling with our 8 month old baby and they refused to let us board first with the baby. Instead we were the last ones to get on the plane and were then informed that our luggage would have to be checked because the overhead compartments were full. Keep in mind all the baby’s diapers and bottles were packed in our bags.

The agent told us that despite choosing our seats when we purchased the tickets we needed to check in 48 hours prior to actual reserve them. So, we entered the American Airlines app and tried check in 48 hours before our return flight. We did this exactly 48 hours before the flight and they had already given our seats away, the only way we could reserve seats was if we paid an additional 50 dollars per person.

Unfortunately, the worst was yet to come, we were returning to Florida and had the same problem, full flight and separate seats. When we arrived at Gate C22 the desk was empty, no one was working these and a line formed to be given seats. We waited for an hour and 15 minutes before a gate agent showed up (16 minutes before the plane was scheduled to board. The gate agent, Kiana, was incredibly rude to everyone. We were the second in line needing to gate check the baby’s stroller and car seat as well as receive our seats. She was very rude, she said to wait and she would call us up to receive seat assignments, but told us we would be able to board first since we had a baby, she said the same thing to several people and did not respond to any questions.

We were all waiting for her to assign seats and then 3 women who appeared to be her friends came and asked her to assign them seats together. She gave them seats in 2 seconds in front of everyone who had been waiting there for over an hour. She then began boarding passengers without assigning anyone else seats and refused to give us seats until everyone had boarded. She forced us to check our bags, but when we boarded there was still plenty of overhead bin space. When my husband said to her “I thought you said we would be able to board first because we have an 8 month old baby with us” she laughed and said “Well, about that, you need seats to be able to board and that is going to take a little while”. Worst travel experience of my life.

We have been flying with American Airlines for several years, but this was definitely the last time we ever will. I would prefer to fly with an airline like JetBlue that puts an emphasis on customer service. American Airlines should train their attendants about the importance of customer service, if they do not like the work that they do. They should be looking for another job that doesn’t involve human interaction and customer service.

My pregnant wife, son, and in-laws will be sleeping in an airport because of your blatant disregard for humanity and common decency... Oh and the paying customer which big airlines like you shaft so you can line your pockets with our hard earned money. If there were any breaches of contract in the course of business on your end I'm sure you would use the full extent of the law to defend yourself... But why not defend and provide for us with the same vigor? We trusted you to provide us with a service. But we don't get to make an agreement with you. Instead we get a disclaimer, a waiver of your liability that we fly and pay at our risk whether services are provided or not. So despicable.

When I asked the flight attendants if they could possibly assist those passengers which are now most assuredly going to miss their flights off of the plane first they very rudely said that they cannot do anything "Maybe they could make an announcement but you know how people are" is what they told me. So they immediately shifted the blame to the other passengers that would not allow the delayed passengers to get off the plane as justification for not doing anything. They had given up before even trying to help. The attendants that literally did nothing but basically tell me... "Tough luck buddy" were Odette and Brenda on my flight 441 from Mexico to Phoenix and they made an insulting comment which my wife heard, she was a few passengers behind me and then let me know.

I know things go wrong. No one is perfect. But compassion is free, as are sympathy and empathy. All of which we received none... We missed our flight. Delays on every side of the airport process. Then as we got to our gate we were greeted by the two gate employees that told us we missed the flight and they had just closed the doors. No "I'm sorry" or attempt at helping us resolve our issue. They said the door is closed and there is nothing they could do. But in reality... Nothing is what they did. We pleased for help but instead they argued with us for minutes and brushed us off to customer relations... We will tell everyone about this American Airlines experience.

They didn't help me and I missed the flight and I am also missed my one day at work. I book hotel and I went there and I called again and after 2 hour discussion with manager give reason that I am not flying on single way and that's the reason we cancel your round trip. Then I reply to him that already call in customer care and I informed them so it's not my fault. Still they didn't agree with my words. After they check in system and manager was agree that I already informed. So they again book flight for me but that's worst experience. I already missed my one day at work and I spend 150$ to stay in motel for one night. They didn't accept their mistake.

The improvements are mostly cosmetic unfortunately. US based carriers have had a race to the bottom with the level of service. Thusly, and finally to the point, the culture of bad service can’t be rubbed off with even the most pristine fleet. I am writing this from an AA flight from Dallas to Hong Kong. The staff are hostile, territorial, and overall a bitter lot. At present, they’ve gathered in an area and are chastising anyone that deigns to walk through their enclave to get a refreshment. I will try to document with videos. There isn’t any common decency in the way they speak to people. It is quite aggressive, dismissive, and cocky. This is a flight of mostly Asians and most passengers respond with patience. I actually saw a similar behavior on my connecting flight from NY to Dallas. AA is just a classless tacky service culture airline and it will take them another generation to refurbish or replace this culture of uncouthness that they’ve normalized.

To be fair, it isn’t all of the staff but a significant majority. I fly over 400,000 km a year and AA is amongst the worst. I typically take Cathay, Japan Air, Emirates, Etihad, Korean, Swiss, Air France, Royal Jordanian, or British, etc. but this year I have had to use AA probably 5-6 times. I sit on a Board with one of the AA Board members and I will suggest they do better. Dr. ** I don’t have time to make suggestions but there are plenty to be had.

I fly with my dog frequently, she is wire fox terrier 15lbs, and every time I get clearance from my veterinarian to fly and pay $60 for the paper to show the airline. This most recent time at the Phoenix terminal the staff was not prepared, did not know what forms to fill out, and called over the manager to disapprove my boarding and journey further because they deemed my dog "too tall" for the bag. First off, it is a Sherpa bag, a bag approved by many airlines, second, she can stand up in the bag, turn around, and lay down, which is their policy. However, when she gets on the plane and is in the bag, she lays down anyway. I also always get the Premium upgrade for extra leg room so she also has room. The staff member said because she touched the bag height that she was too tall, it is a flexible bag and she can indeed stand in it.

The staff member was deeply insulting and tried to shame me as a pet owner, as an AKC certified pet, who travels with me all the time, I was appalled the staff member took this stance and even put up an argument when the manager told her "they had to allow me to go home on my returning flight." The staff member was upset that she was being told to allow me to get my ticket and then made sure to tell me twice that she was "flagging" me in the system and would also send a message to the Portland, Oregon airport staff to not allow me to fly with my pet again.

My dog is an emotional support animal who pretty much goes everywhere I go, including work. But I was also previously given such a hard time and asked about my medical issues, which is illegal, and twice was harassed by American Airline staff so much so that I gave up on declaring her as emotional support and started to pay for her to travel to avoid the additional stress. Still, I am being harassed. I understand policies are changing, however, I now pay $125 each way for my pet to travel with me and I assure the reader, someone who travels as much as I do with her pet, would not do so if the pet was not well taken care of, often times her fee costs more than my ticket.

To have American Airlines staff shame me, give me a hard time nearly every time I am in Phoenix airport terminal, and make my journey stressful, I have to say this was the last time I will be flying American Airlines. I realize, I am one person in a very small pond of millions of people and the airlines can certainly care less about one person, but I needed to finally write a review. After several months of traveling 1-2 times a month, this was the final straw.

My second accident happened because I purchased liquor in a Barajas Airport duty free shop. In Charlotte airport my duty free purchase weren’t allowed to be taken on a plane with me, and I was made to check it in as luggage. The airport staff helped me to wrap the purchase in my blanket and jacket. Despite that the bottles broke because of the negligence of transportation staff. As a result I lost my purchase on the amount of $35.00 and my belongings. The package was leaking so badly, that it had to be immediately after being picked up disposed into the garbage. Honestly I won't be flying American anymore. They seem to be the worst airline these days.

He was scared to get fired. He was so unprofessional. Couldn't find any number to call to explain my issue. Anyway my flight got cancel because of that stupid person and I went to Reagan Airport to get another flight. I thought in US they respecting the customers and the people but as far as I see most of them has a mental problem especially that guy in American Airline.

Original Review: Oct. 14, 2018

A mistake was made when my elderly mother used American Airlines check in. Due to the deceptive nature of the web system, she ended up paying for priority boarding when she thought she was paying checked baggage fees, as we do on other airlines (this is an opt-out rather that opt-in option, designed to make such mistakes easier to cash in on situations like this). When we arrived at the airport and discovered the error, I immediately brought it to the attention of the baggage check receptionist. He told me he could not reverse the mistaken charge, that we would have to try to do that online, but he said he made a note in our travel record.

I asked to speak to his supervisor. She informed me that it should be no problem. I believed her, but I informed AA personnel at the gate of the error that we thought could easily be remedied. I asked if there was a time stamp on boarding, and they said there was. So, we did not use the priority boarding. Anyway, to make a long story short, when I did try to do that through American Airlines Customer Relations, the representative, Helaman **, refused to issue the refund that had been promised--A SERVICE THAT WAS NEITHER INTENDED TO BE PURCHASED, NOR USED. I informed Helaman that we had done our due diligence to inform AA of this in every way possible. I feel this is very unreasonable and a poor excuse for adequate customer service. I will continue to seek a satisfactory outcome. It is very disappointing that American Airlines chose to not make this situation right.

She then told me I could purchase my own and I would be reimbursed. There is a hotel attached to the Philadelphia airport and their cheapest room was $313. After taxes and fees it came out to $364. Since I was told I was getting a reimbursement I didn't think it mattered how much I paid. At that point I purchased my own hotel and the next day e-mailed American Airlines for my reimbursement. An agent e-mailed me the next day telling me I would not be getting a refund. After arguing my case over e-mail and the phone I was then told I would be getting $120 back.

I have been trying for days to get the rest of the reimbursement but have been told multiple times the maximum reimbursement for hotel stays are $120. It doesn't seem to matter that I was told I would be getting a full reimbursement. The fact that they are willing to lose business over $244 is so crazy to me. This is the worst customer service I have experienced and I will not be giving them my business or recommending them to anyone anymore.

I was impressed. However, I did not get notified so called and found out flight did not get canceled due to slow movement of Hurricane so I sent letter from Dr. Stating my inability to fly through the proper website for AA. On 9/27 as soon as I got letter from Dr. I needed to find out 10/4 that it was denied. Have used AA for years but will remind everyone I know of this unjust treatment and will never again use their services. Sad there is no compassion. That refund financially for AA is pocket change but for us it is a bill payment during this time of pending medical bills.

2) AA only provided me $459.38USD refund per passenger, while I purchased the round trip tickets at $1218.41 per passenger. In fact, this refund is not even enough to purchase a one-stop AA flight ($558) from Chicago-Dallas-Shanghai where I cut my final destination of Harbin. The flights’ numbers are exactly the same as in option 1 provided by AA: AA1625 and AA127. Another trip from Chicago-Dallas-Beijing-Harbin which has the same date and time and very comparable trip itinerary with AA provided in option 1 sell the ticket at $673 per passenger. Those prices are provided by Google Flights which should be the lowest prices. Based on those prices, it looks like AA provides less than 68% of the original sale value to refund their customers.

I contacted AA Passenger Refunds who explained that the refund is based on mileage and fare availability at the time of purchasing, and refused to provide more refund. I accepted the refunds at the time (because I have to), though I didn’t agree with his explanation. It is AA who canceled the flight, not the customer. I bought round-trip tickets 4 months ago; the reason to buy the one-way tickets now is AA’s cancelation of flight. Why you refund me based on the value at the time of purchasing? Additionally, a round-trip value is always cheaper than the value of two one-way trip tickets (especially for international trips); AA should especially take care of customers who already used part of a round-trip ticket of an international trip. Since it is AA’s one side decision to cancel the flight, AA should take full responsibility to make up any loss (money and convenience) that may cause to their customers.

I called American Airlines refund rep and she stated we were emailed a seating change the following week. We were on a tour bus and not in an area were WIFI is available during our trip so we could not receive emails. By the time returned to our hotel and printed our boarding passes, we noticed different seat assignments but it was too late to make changes. By the way, I checked our emails and did not find any notice of changes to our flight reservations regardless of what the refund rep told us.

We do not plan to fly American Airlines again not that it makes any difference to their CEOs' or their reservation department. The refund clerk did say we would be receiving a refund check(?) in a few days. Guess this is better than a "stick in the eye" or no refund at all...we'll see? If anyone out there in cyberspace plans a trip with American Airlines...beware...you have been warned. It is a "bait and switch scheme". Oh yes, we did arrive home ok so guess that is some consolations. Oh well.

Original Review: Sept. 29, 2018

Just had the worst experience. We booked our flight through American Airlines for Los Cabos. Our flight was at 5 am in the morning from Portland to Phoenix Airport. So we woke up at 3 am and left home around 3.20 am for the Airport. We reached economy parking lot around 4.00 am and waited for the red economy lot bus to arrive. After few minutes bus came and dropped us off at the airport terminal around 4.12 am. We reel towards American Airlines counter to Check in our 1 luggage for which we paid extra $25 and lady at the counter denied us check in because we were 5 minutes late. We requested her to check in our luggage and asked her to allow us to board the flight because we don’t have any other luggage. But she was so rude. She denied on our face and her name was L. **.

She put us on a next flight which was from Portland to Dallas and Dallas to Cabos. We were put on a waiting list. We were terrified what will happen if we didn’t get to board a flight now because this was the last flight for today. But finally we got to board the flight from PDX to Dallas. But after reaching Dallas we came to know that we are again on a waiting list which was expected. But strange thing happened we were on a waiting list after 2 person. We were on 3rd and 4th number. But they gave our seat to another person who was with his girlfriend and claimed to be a crew member. But he was travelled there as a passenger. How could they do that with us?

And then they told us, "He is not taking your seat. He is a pilot". Pilot without uniform? And what about his girlfriend? Now we are stuck at Dallas airport again on a waiting list with no certainties. Is this how they deal with their customer? They have spoiled our vacation, our time and our hard earned money. We will never travel with American Airlines again if this is how they treat their customers and travelers. Disappointed and hurt.

She sat next to me and began telling me what happened when a second first class attendant approached and said rudely if we had anything to say to dry it to him. My sister and I replied that we wanted to speak to the captain not him. He would not budge or leave. A few other passengers intervened and he walked away. We emailed corporate and got the worst apology ever not even a phone call to apologize with gratitude. These people just sent an email and now we're trying to call corporate and every time we called corporate and saying that it's closed. Mind you it's 12 our time San Diego and three hours ahead for Texas which makes it about 3 something and still no response. I've tried calling other numbers and no response. I would like a response from American Airlines regarding this issue and other people should never have to go through something like this nor shut should we ever something like this nor should we.

We would have been stuck in Dallas until Sunday (again having to pay our own hotels) or AA would fly us CLOSER to our final destination, then it was up to us to get the remaining 2 hours home... again, at our own expense. I'm sorry, your lack of ability and contingency planning in these situations (bigger plane to get everyone stranded from the 2 cancelled flights the follow day maybe) shouldn't create an additional financial burden of HUNDREDS of dollars, that you are now not responsible for. I'd heard about AA poor customer service ratings, however until this year, I hadn't personally experienced myself. Now, I see what the fuss was about.

Our second flight on the itinerary into Cozumel was thank goodness the one uneventful leg of the journey. Fast forward through a few days in Cozumel to our return flight 1256. You allowed us to leave Cozumel without begin able to land in DFW. Flight cancellation after cancellation lead to us being left on the tarmac in San Antonio for hours. We were then taken off the plane to clear customs and abandoned in San Antonio. No communication attempts were made except emails saying I had been rescheduled on flights, moved to a lower class of service and then those were canceled as well.

I was willing to take my chances that Houston would be a better bet given weather and we had to rent a car to get us to Houston to attempt to get home to SFO in a reasonable amount of time. I am unsure why we left Cozumel when you could not get us to the destination city. I find it irresponsible to have taken all of these passengers when the pilot told us from the get go we would need to circle around Dallas - ie we couldn’t land there. As a result of this experience, I canceled my upcoming reservation on American as the cancellation penalty could not be as painful as another flight with American Airlines. And last but not least their app is terrible and most planes don't have the Wifi to support it. So expect no entertainment on their flights.

She would not connect me to the agent that I had previously, and when I gave her the confirmation #, she quoted me an entirely different price (increase of $100 per ticket). I argued with her and she put her supervisor on the line but she would not change the price to what I was quoted. Said she had no record of that price. At this point, I don't know if the credit card was charged and I am so angry that they have such poor customer service. Has this happened to anyone else. I just wasted several hours of my time tonight.

My son ran to the ticket counter and when he got there they could not find the package and I spoke to the agent at the gate and told them that he was on his way back. I begged and I pleaded with them to not lock the gate. There were two standby passengers and they gave them our seats. We were treated like criminals and my son got back exhausted 1 min after the closed the door to the walkway to the plane. The agents were still in the walkway and the plane didn't leave until 10-15 mins later. We had to wait 16 hours in Las Vegas and 5 hours in Charlotte before getting to our final destination.

The emotional and physical stress were unbearable. We had to buy sweaters and blankets because they checked in our hand luggage. This is worst we have ever been treated by an airline and we will be sharing this on social media etc because this could have been avoided. No compassion was given to us. Whilst seating in the airport for 16 hours we experienced agents assisting passengers when they were late by opening the door so they could catch their flight. My family deserves compensation for this distress and we will be pursuing this further as my son Joseph is narcolepsy patient with cataplexy and this whole ordeal has aggravated his condition. My contacts details are **.

No refund and no way to reopen the ALREADY paid for ticket. I explained the EXTENUATING circumstance and was not given even the slightest bit of empathy. I asked for help. For understanding. What I received was a cold rehearsed and repetitive explanation of what I’d done wrong. I just bought my original seat to go home AGAIN for $535. Total trip for a two hour, coach, domestic flight? $1300.00. My mom is getting better if YOU were wondering.

Not sure how American Airlines is still in business with this incredible display of unprofessionalism, delayed flights, lost baggage, etc. My family and I fly quite a bit, and we will never use American Airlines again. On my long ride home (from the wrong airport), I called and cancelled my American Airlines credit card, which when we received it was told there are no checked baggage fees. WRONG - only on domestic flights. Interestingly enough, we heard about the American Airlines card on every flight we were on (domestic and international) and were told checked baggage fees are waived for cardholders. NOT TRUE. I am tired of paying a lot of money for inferior service and product. Will not be returning to this airline.

The PHF airport even had a statement on their website that they are open and operating, but it’s up to the airline whether to fly there. I was not following the logic of these cancellations, and considering how important it was for me to get home, I called customer service to discuss my options. I explained the situation to the rep, that I had to get back home, and that the PHF airport appeared to be closed for reasons other than weather alone- so I needed to know how long that would be for, and/or make a decision to fly to another airport. I also mentioned that Delta flights were coming in fine.

The representative proceeded to argue with me for approximately 10 minutes, without helping me to discuss options, without answering my questions, but rather to keep condescendingly telling me “I’m sorry you don’t get it” after repeating “it’s due to weather” over and over and over. When I asked why there were cancellations before weather even hit the Carolinas (again- not Virginia!) I got “it’s due to weather”.

When I asked why only American is cancelling and all Delta flights are coming in, I got “dont know about Delta, but it’s due to weather”. PHF is a small airport, and I guarantee it’s not profitable for them to fly there now. Point is, I didn’t call to argue about the weather. I called to discuss options, and she wouldn’t. She offered nothing, suggested nothing, didn’t say let’s check again tomorrow, just kept repeating herself. I had to tell her at one point, I’m not sure why you feel the need to speak with such attitude- this situation is not your fault, and I’m calling for your help. She acted as if this was a personal problem of her own.

She then proceeded to interrupt me and sarcastically said “let me get you to someone that can tell you why it’s weather” and transferred me to a different agent with a hold time. Yea, clearly I called in to talk about non-existent weather conditions for 30 minutes and still not have a solution. Complete joke. All I want is the best chance of getting home! Is that so freaking hard??

So, I repeated everything all over again to the next agent, and they actually were able to tell me American had cancelled everything to and from PHF until Saturday. They also thought it was weird that surrounding airports were not affected. That is all I wanted to know, is a little more information, so I could make my next decision. I’ve never had such a bizarre experience in my life, and that first rep wouldn’t know customer service if it punched her in the face. I work in a client facing industry and would never treat a client that way. Some of us just know better.

We then ask for a manager and JOEL ** arrives and tell us there isn’t anything that can be done because the flight was listed as Air Traffic Issue. C'mon American Air get your lies straight!!!

He then offers us a measly $12 food voucher for our inconvenience, cmon now, All the food in the airport restaurant is over $12. So now we have to fly to Mia then to Santo Domingo and drive to Punta Cana. We arrived in Punta Cana at 1:30am. After a 19nhr NIGHTMARE. We missed our first day at Secrets Royal Beach all Inclusive Resort and couldn’t get a refund all because of your POOR SERVICE, POOR EXECUTION and POOR PROBLEM SOLVING SKILLS. Not to mention your lack of owning up to your mistakes. Everyone I talked to made us feel like it was OUR FAULT and nothing could be done. How do you plan on resolving this issue? Please don’t offer me anymore measly vouchers. We are looking for a complete and full refund. Our vacation is ruined because of you.

ALSO when we were in PHL the Manager Joel ** told us he would investigate our story by checking the recordings of the Pilot, as if our story wasn’t true about the 2 maintenance issues the plane had. We should have known there would be problems when our armrest was in disrepair and affixed with Duct Tape. There was another young lady named Lauren or Lauryn who was in the same situation as us, she was part of a wedding in PUNTA CANA. She was at the desk crying so we ended up helping her get to Punta Cana as well. We are at our resort now and can’t even enjoy ourselves because of you.

UPDATE: Return trip delayed due to MAINTENANCE ISSUE!! When pulling away from gate, grounds crew person notices a blister on a tire. We are told a new tire is needed and they have to fly the tire in from MIAMI to SANTO DOMINGO then drive it to PUNTA CANA. Our flight will not leave until the next morning at 8am. I've spent over 38 hours dealing with delays due to maintenance issues.

It would seem as though I should have minimally been refunded the $404.12 for the cost of the flight change, no questions asked. A good business would have refunded the entire amount for inconveniencing their client, including the $200 fee. Their own refund policy on their website states they do not refund except: “When we make a schedule change that results in 61 minutes or more”, mine ended up being just over 10 hours, or 10x the amount they noted as refundable.

After many unsuccessful attempts to submit the request for a refund online, several phone calls (two of which were 25 minutes long and both of the supervisors deemed I should receive a full refund) I finally received an official response via email. I was entitled to $0, however, they were so kind to give me a $100 voucher to use on any flight in the next year as they wanted to give me another “chance” to enjoy my AA experience. I’m sure you can imagine how I responded given that I paid for a service not rendered, it was not kind.

I would love to tell you the name of the person I spoke to at AA who seemed to think she was a superior being than myself, however, she was just doing her job of unjustly taking my money and giving me no option to rightfully get it back. Words can not express how morally and ethically wrong this is, and for them to decide I should pay for a service they did not render is unbelievable. Without getting into the less than stellar experience I had with the flights themselves, and the remarks made by their own flight attendants about how they are treated, I will say that in the last 4 flights I’ve had with American Airlines, 2 were canceled and 1 was delayed. I will never fly with this company again.

Around 11 PM, two pilots appeared and walked to the plane to loud cheering. For some reason the two AA gate personnel vanished. Throughout the entire wait there were no announcements to tell passengers what was going on. This lack of communication prevented us from making alternatives plans. Via text and email, we learned the flight was cancel at 11:35. However there was no word from the local AA personnel nor any help or info about our checked bags or re-booking was offered. About 150-200 plus people continued to wait because we saw the pilots arrive. Finally, after seeking help from several AA personnel that were walking the halls (all avoided us and literally ran away), one came back to officially tell us the flight was cancelled, the pilots we saw were gone and to visit customer service. Over 150-200 people waited in line at customer service.

At 1 AM the customer service closed. No hotels, no re-booking or other advice was offered to the majority of passengers. To put it mildly, it was a maddening experience. AA service was unprofessional and AA personnel were confused and lost. They seemed untrained. My family missed a wedding of a lifetime that included friends and family members from across the nation and that spanned generations. Other weddings and events were missed. All could have been attended, if AA have been more forthcoming with information and provided assistance. The weather was the catalyst of this calamity. However, AA's response was sloppy, confused, and unprofessional. This isn't my first bad experience with AA. They are consistently bad! I will do my best to avoid their service in the future.

Eventually, it became apparent, that while original delays were cause by weather, as number of delayed flights piled up, they simply didn't have enough pilots and/or flight attendants to fly severely delayed flights. Either they were sent on other flights, or by some contractual agreement were not obligated to provide their service to well-delayed flights. And this is where I see the problem, how come, we, the passengers supposed to carry burden of AA mismanagement who didn't do proper job of anticipating bad weather and holiday, to have as many flight personnel available as needed when called? I can't say I won't fly AA anymore since there are only so many choices at remotely acceptable prices, but I think something like this has to be requirement coming from the government.

She points to fine print on reverse of the boarding pass. "OUR NEW COMPUTER LOCKS BAGGAGE AT EXACTLY 45 MINUTES. IT'S NOW 42 MINUTES UNTIL THE FLIGHT. YOU ARE LOCKED OUT! We can put you on the flight without bags, or on standby for another flight in 5 hours." We asked for a supervisor, waited 10 more minutes, told she cannot override it. She cannot put the bag on a later flight, either. American has completely lost sight of the meaning of "Customer Service." I understand that United and Delta both still allow 30 minutes. Guess which Airline I won't be flying next month?

Not a good experience flying with American Airlines and dealing with rude American Airlines agents at airport, they wouldn't help us rebook since we were making comments about customer service by American Airlines. Had to go to another gate and get rebooked on another flight. We were 1 min late to the gate. My son ran thru the airport and was at the gate at 4:21 when the gates closed at 4:20. Not very accommodating to passengers who paid lots of money to fly with them, will NEVER fly American Airlines again after this treatment!!!

So the agent name was John and he proceeded to tell AFTER he laughs, "Ummm it was denied & why would you think your tickets were refundable!" Oh I was LIVID! How rude? Another agent told me that I could get my money if I proper what I needed and like I said before I did just that! So they proceeded to tell me that I could submit another one but this time they are gonna email me back... like WHAT?! So yes I would never deal with them after this, I have accepted the fact that I lost $693 to them cause I am not paying $400 to book another flight with that! Oh btw the $693 is credited but I have to pay $400 before I can use my credit! What a joke AA!!!

I had a friend of mine named Kevin, who is a frequent flier, contact American Airlines and see if they could reroute me. This is something Kevin has done for me many times before while I was flying on Delta, always with success as he has time while I’m in the air to find a reroute and get it booked. The American Airlines representative he spoke with claimed there was no option, but that the gate worker would give me a voucher for a hotel and meal that night as an apology for missing my connecting flight.

When I arrived at the gate, Kevin sent me a screenshot from the American Airlines website showing that they did, in fact, have a reroute that would’ve gotten me home the night of the 19th. When I got in line at the gate, to say what I experienced was the worst customer service I’ve ever seen in my life is an understatement. The gentleman running the customer service counter was quick to help everyone, I am not kidding you, everyone, who would cut in line and walk up next to him rather than the person who was waiting in line right in front of him. I was the fourth person in that line, but the tenth or eleventh to get helped. I lost count.

When he finally finished helping two people who cut in line right in front of me, who had cut in line and gotten his attention AFTER he had already started processing my reroute, he told me I would have to stay the night and they American Airlines offers no vouchers for weather delays because it’s not their fault. This is incredible on multiple levels as I confirmed with Kevin that he was told directly and without being prompted that they would offer vouchers, which made sense because that’s just good customer service. No customer wants to leave a transaction of services thinking “Boy, I’m sure glad they followed company protocol!” Rather than thinking “Boy, they sure took care of me when they didn’t have to.”

I proceeded to ask the man about the second itinerary American Airlines was offering me online. I showed him the screenshot Kevin had sent me and even opened the American Airlines app on my phone as it showed the same itinerary that would have flown me American Airlines to Salt Lake and then Delta from Salt Lake to Bozeman, all he said was “I have no record of that.” When I asked if he could find it and get me on those flights, he said “I cannot help you with that” and he proceeded to help the next person cutting in line.

To this point in the story, we already have one case of being blatantly lied to and an example of extremely poor customer service. Sadly, it doesn’t even come close to ending there. The next morning, I boarded American Airlines flight 2615 with the honest expectation that there was little chance American Airlines could even be trusted to get me home safely. At the time, the thought was simply tongue-in-cheek, just something to laugh about the entire situation. Little did I know what would come to pass.

Halfway through the flight, all the electricity in the plane shut off, the emergency lights came on, and we began descending at a rapid rate. The cabin was losing pressure as all the generators on the flight had blown at the same time. We had to land in Denver, which is a madhouse every day during the busiest times of the day. I talked to the gate worker and one of the flight attendants, jet lagged already beyond belief as I’d been traveling home from Spain for two days now after a long trip. They both told me, unequivocally, that they might not be able to get me out of Denver that night considering the severity of the damage to the plane.

So I called into American Airlines and spoke with a middle-aged gentleman. He confirmed that the earliest he could get me a reroute would have been through Delta and arrived around 2 AM the next day in Bozeman. I told him I could rent a car and arrive roughly 6 hours earlier than that. He told me looking at the details of the situation, renting a car would likely be my best option and to make sure I kept all my receipts and called back in as the airline would reimburse me for the rental.

I asked him what would stop American Airlines from doing their job and reimbursing me, knowing how poorly they had handled everything already and knowing they likely would try to get out of it somehow. He told me, unequivocally, “It is American Airlines' company protocol to reimburse our customers for any expenses should it be our fault that we could not get them to their destination. This isn’t a weather delay, it’s one of our planes having a mechanical issue. We have to reimburse you for a rental car if you choose to get home that way. It’s company protocol.”

I got a rental car similar to what I drive on a regular basis (I own an Infiniti G35x, I rented a Nissan Altima, which is technically a big step below. They did have an Infiniti Q50 on the rental lot available which is a newer version of a G35x, but I honestly was expecting American Airlines to try to wiggle their way out of paying, so I didn’t want to pay for that Q50) and got home to Belgrade, Montana at around 8:30 PM local after a nightmare experience. I then did what I was told by the customer service rep on the phone. I gathered my receipts and called into American Airlines. They directed me to a customer service email to send the receipts to. I sent in the receipts and after two weeks of not hearing anything, I sent a follow up email and asked if they were planning to respond to my request for reimbursement. Finally, I received a response:

“I realize that you are not happy with our original response. For this reason, I have thoroughly reviewed your case. I can understand that a flight cancellation of any nature may affect your impression of an airline. Because the decisions made by ATC are made in the interest of safety, we do not offer compensation. When your flight is interrupted due to ATC, safety is always the number one priority. There are simply some situations such as weather or conditions at the station, that are out of our control, that cause flights to be held back from the original departure time. All airlines must adhere to the instructions given by the airport's traffic tower. I realize the cancellation of your son's flight was a frustrating situation; however, the flight was interrupted in conjunction with airport conditions and information from the airport tower.”

American Airlines, in essence, is claiming that because I was originally delayed in Miami, they are not responsible for the rental car out of Denver, which I only had to get because their plane went down due to mechanical failure. This is not only yet another case of being blatantly lied to, it’s breaking their own company protocol and is again the worst case of customer service I’ve ever personally experienced. In many ways, I’m without words. I can’t believe this company is even in business if this is how they treat ANY of their customers.

When I was getting ready to board at the gate on the 15th I was told by the agent that my reservation to flight to NYC had been on the 14th, (the day before). Only then I’ve realized that there had been a mistake when the ticket was booked. Of course I didn’t notice up to that moment. My first question: How I was able to get all the way to the gate with an expired ticket? Doesn’t it break all security rules??? I asked the agent if I could go standby because I wasn’t aware of that mistake and she in a very rude way that said that there were plenty of seats available but she wouldn’t allow me to board unless I bought a new ticket.

I’ve called AA Advantage desk immediately, asked for a supervisor, explained the situation and the supervisor said I would have to pay a fine and a fare difference of almost $1000.00 plus another $260.00 to revalidate my return ticket. I spent almost one hour on the phone trying to solve this situation as I could not spend this amount. The tickets for the entire trip for both my daughter and I had cost with taxes $870.00. When I realized that American Airlines had no mercy for my mistake and felt that 19 years of being a loyal client was not taken in consideration.

Looking for less worse way to fix the situation I finally suggested to use my miles. So I was charged 40.000 for both of us for a empty flight, an absurd! And I end up paying on the top of that $260.00 to revalidate my return ticket. I requested to stand by on a earlier flight. The supervisor didn’t even suggested that. Like a robot she just kept giving me the most expensive option.

Through all these years American Airlines had lost my luggage more than once, I’ve had been kept in places for overbooking reasons and consequently had lost hotel reservations, business meeting etc. I’ve always been able to understand that sometimes situations and mistakes happen and they are part of life and kept AA as my first choice for all my travels But today it was proven to me that AA does not have the same friendly policy. American Airlines directly will lose two loyal clients but indirectly many more.

“I'm sorry that you didn't travel with us as planned nor were you able to use the value of your unused tickets within a year. We know that travel doesn't always happen as planned, which is why we give our customers one year from the date the original ticket was issued to begin new travel. We believe that offering a full year to rebook travel provides our customers the flexibility they need to use their flight credit. I'm sorry for any disappointment we might cause by declining your request. Let me assure you that our position does not lessen our regard for you as our customer. It is always our pleasure to serve you, and I hope that we have the opportunity to welcome you aboard again soon.”

This is the same as stealing!!! I did not lose $300 or $500. It was almost $2,100 of my hard earned money saved up to have a dream vacation and due to circumstances out of my control (mother nature) I had to cancel my original vacation and was excited to plan it again for this year only to find out I was 3 days too late! I never expected the airline to act so callously and lack such compassion for their clients after a lifetime of supporting them. The airline has significantly destroyed the image and reputation it had with my entire family.

He’s in the middle seat. His knees are literally to his chest because they didn’t have time to check his bags and told him to hurry up. I told them after they were ready to serve drinks I would gladly take his bag from underneath his feet and still wet behind the seats behind us. When the flight attendants went to serve drinks I grabbed his bag for him and cinnamon is still wet under here for you and he was so grateful! When the flight attendants came back she approached us and said, "Whose bag is this? Who touched my stuff!" I turned to her and said, "Oh it’s his." She came around the side of the seat hands on hips and said, "How dare you touch my bag? I can be fined from the FAA." Blah blah blah! I looked at her and I said, "I put it there. The poor man’s legs were to his chest!"

The rest of the flight I kept myself kind off on the down low and didn’t say much of anything. When he had to go to the restroom and the other passengers well I got out of the seats and into the aisle. I’m not really sure what my phone was doing. I didn’t take pictures anything. They came back from the restroom. We all sat back down within a matter of 30 minutes. The same flight attendant came up to me and said, "Excuse me. Can I speak to you in the back of the plane?" I said, "I’m sorry. I’m not sure what you mean." And she said, "Obviously you’re upset about something." and I said to her “I will call corporate tomorrow. I do not want to discuss this with you."

She went on to Tell me that I took her picture that it was illegal and that obviously I was upset and blah blah blah blah and embarrassed the living heck out of me in front of several rows of other passengers. When I contacted American airlines directly their response was, "Sorry. Will forward this on to the manager!" I spent $900 on a ticket to fly back-and-forth and this is the what I got! This airline should be put out of business 100%! I have never been treated so disrespectfully over something that obviously the flight attendant knew she was in the wrong! When I spoke to American Airlines via email I asked to have a supervisor's number and basically was told, "I am sorry you feel the way that you feel!" This is where were at in the United States of America. Extremely sad!

I tell Daniella I need a supervisor and she tells me she will get someone. During this waiting period, Arthur is able to get bags for another person on my exact flight that was cancelled... and that man was rebooked with American and they gave him his bags! He then tries to deny it to me, but the customer receiving the bags confirmed for me. I have now been at baggage claim for OVER 2 hours and have been waiting on “Will” the supervisor, who Daniella said was coming, for almost the entire time. How does a CUSTOMER wait 2 hours for a supervisor in a disaster such as this? Sad thing is, this entire time Daniella has had an entirely POOR attitude and keeps walking off and disappearing.

I stressed the need for our baggage to get on our new airlines and my medication, and they refuse to give it up, saying they cannot do anything for hours. Yet I know the luggage is here because I watched them unload it off our plane. Our Southwest flight now boards in less than 3 hours and we are still waiting on this American Airlines supervisor who Daniella says has been helping with boarding a plane for TWO hours. I was just told he would be here shorty... it’s 2:43 am. At this point I am out $960 for Southwest flights, haven’t had a shower or sleep, didn’t get a hotel voucher, and my medication is being withheld from me as I wait while the employees do nothing.

I even called American over the phone to plead for some help and they told me they could do NOTHING, literally nothing at all. I also asked about how to get American to cover the flights I am forced to pay for out of pocket because of their maintenance issues, and when I asked who I can call for help, I’m told customer relations has no phone number, only a website and email. ARE YOU KIDDING! I can’t even speak to someone for help? Our family and friends had Facebook posts and TONS of comments about how awful American is, and after MY FIRST EXPERIENCE, I completely understand why! How is it, that absolutely no one can help me, and all 3 people at this counter, deny, lie, and have poor attitudes!

Malaek finally gave us some info about how we pretty much have to leave our bags and cross our fingers that they make it to Austin, Arthur at least answered some questions, but here I am, still stuck with Danielle who has by far been the WORST customer service rep I have EVER worked with at ANY business, and this supervisor she has promised for over 2 HOURS, has not shown up. Completely dissatisfied and miserable with American Airlines. AND they lied about the hotel reimbursement, and are refusing to cover the extra cost of our new tickets, and the extra parking fees we had to pay, not to mention 6-8 weeks for a refund!!!

Just a note - Hall of Fame weekend was last week - why is every flight booked to go to the area where I grew up - really??? I was the last one left without accommodations (new flight). I was doing everything to get to the funeral. I was finally "greeted" by this "gentleman" - and I will add that it is in quotes for a reason! He was the concourse E supervisor on duty at 10 pm (8-8-18) until he disappeared at 2 am (8-9-18) at Charlotte airport. He really needs to find another line of work. He is rude - tries to smooth things over with fast talk - and has no patience or compassion.

I will never forget this JERK (that is being nice). I would really like to come face to face in another capacity as well. Long story short - I returned to my originating city (Fort Myers) and missed the services. I walked the airport (Charlotte) ALL night until my 7:30 am flight back. I did stop at another American Airlines counter - this guy was pleasant but could not help. I received NO hotel voucher - food voucher- anything! AMERICAN AIRLINES DOES NOT CARE ABOUT YOU OR YOUR SITUATION. Pay the extra and fly another airline --- PLEASE!!!

After 5 hours at airport flight cancelled. Waited in line to be re routed for third time (no seats to Providence) to Boston 26 hours later. Got a motel voucher and $12 to spend on airport food to last the 26 hour wait for new flight. Again downgraded from First Class to Economy. American refused to credit difference. Still trying to get the $1200 difference between First class we paid and Economy seats they gave us. There were many in same spot paid First Class given Economy. Clear Bait and Switch scheme. Oversell First Class with no intention of honoring ticket. No apologies, lots of lies, close to 6 hours wait time on phone with customer service for the 3 cancellations. 1.5 hours in line customer service at airport. The upside is they sent our luggage on a different flight but didn't lose it.

THREE TIMES I wrote and each one of the answers was in ENGLISH and always they are just justifying their attitude, the delay, the lack of attention to the passengers during more than 6 hour of confinement, they steal because they charge my son twice to check the bag and did not accept his cash and did not tried to help him even if he is a minor!!!! I also feel that they are disrespectful and treat me in a discriminatory way, just because I wrote my complaint in Spanish!!! Is there someone in AA who speaks Spanish??? The delayed of a flight is something that can happens and the passengers most understand that safety is the priority, but abusing the passengers is other thing altogether!!! American Airlines is the WORST and I planning never fly with them again!!!

We sat on the plane for an hour. Weather impacting the departure. The pilot informed us that an alternate route was being filed to skirt the bad weather but due to this refiled flight plan, we would need more refueling. 3PM. No one was allowed to exit the plane. I repeat no one was allowed to exit the plane! 330PM. Now, the plane resumes its place in line further back in the pack. We wait.

4PM. The pilot announced that the refiled flight plan has "dropped out of the system". Passengers sigh. Attendants offer water service for the 1st/only time. 500PM. We continue to wait. My seatmate informs me that fed regulations limit max tarmac stagnation at 3 hours. The attendant informs us that the refueling reset the time counter. How convenient? We were NOT allowed off the plant the whole time on the plane, before/at/after refueling until ~615PM (lo & behold, about 3 hrs AFTER the refueling escapade).

Listen carefully here=> WE WERE ON THE PLANE ON THE TARMAC for more than 4 hrs. No offer of getting off the plane. Fed regulations violated. One water service offered. No vouchers. No food/add'l water service. After deplaning, the flight was still not "canceled". I rebooked for a departure 2 days later on 7/29. I will be speaking with an attorney re. this violation. Unconscionable. Please contact me with any mitigating solace that you can offer.

I am very unhappy and AA would not even pay for luggage, since we had to be cancelled and get a hotel, a cost of ANOTHER $130 for baggage we already paid for and would be on the next flight and not have left the airport, we had to repay, pay for rooms and on top of this, YOU- AA- lost my child's luggage with important medication. Which we tried to have with us, but no room on the overhead compartments, which again, I am reserved to have considering each person is allowed a carry on.

Spend another 3 to 4 hours trying to reach our destination so that I can get to my meeting which I have to arrange to delay as the soonest I can get there is 10:30 am the next morning. But in order to do that I have to drive from PHL to JFK. Not one compensation was offer except being refer to AA.com and when asked to be upgraded, pretty much told, "How can we upgrade you when there are others that have a higher status than you," not caring about the trouble, inconvenience, time the mistake of one flight put us thru.

After a rental car, hotel out of my own pocket, at the JFK airport, we continue to get disrespected. Thru the entire journey, one crew at the PHL airport tried to help (Danielle) but the rest were rude and treated us like an object. Instead of being black and white, I would hope that it’s about customers’ sympathy. And oh, please train your baggage claim team to ensure to check that the customers are indeed picking up the right luggage. I’m claiming our luggages, we were told to find it against that wall and when we asked, "Do you need to verify," they say, "Just make sure it says your name on there!"

It’s funny because while I was waiting to board they gave a customer service survey to fill out. American Airlines doesn’t care about customer service. They are becoming more like little a communist country every day. I’ve been a loyal customer for years. I’m a senior citizen with a heart condition but they didn’t care. I wasn’t sure why I was picked on. I’m a ** female over 60. He was Asian. I hate to play the race or age card. Was that the reason I was mistreated in public or was this just a person who needs to feel powerful over someone obviously weaker than himself? At least the stewardess was compassionate and honest. I don’t know if I’ll ever fly again with American. It’s not worth the stress heartache and humiliation.

I was rerouted 3x and then flights completely cancelled and I was stranded. Back in the day, the airlines took care of their customers. Now I had to lose it and cause a scene to get any help at all. I am a soft spoken and patient person. I smiled all day and entertained everyone around me. But AA pushed me to tears at the end of a long day. I'm now at a hotel and the flights are tomorrow morning at 5am arrival time. I'm exhausted. And what assurance do I have that this flight will get me home? I've never felt so abused and helpless while traveling. Never.

They blamed weather. I looked and searched and saw absolutely no weather issues. We were boarded and I boarded 3x and sat on the runway in a very hot plane every time. Then they also blamed mechanical problems. What bothers me the most is the feeling that I was 100% being lied to. I guess if it's "weather", they don't need to be financially responsible. Since when do companies hide behind what is their legal minimum requirement? What has happened to treating people with love and respect? Oh my goodness. This experience has me heartbroken. There was an elderly woman trying to return home from a funeral to take care of her ailing husband. She's in a hotel tonight. Just hope we all get home tomorrow.

The Captain made a comment over the intercom stating, "You need to get off FB and turn your phone on airplane mode, or I can turn this plane around and drop you back off at the airport." If that wasn't insult enough the elderly ** flight attendant assaulted me, by placing his hand on my right shoulder telling me again to put my phone on airplane mode. To top this off the elderly ** flight attendant refused and passed me up when it came to passing out complimentary snacks and drink. Is this how you treat disabled veterans with PTSD or is this how you treat ** men. I'm appalled how I was treated by your staff and Airlines and will be pursuing other legal recourse.

This person was so rude and didn’t care that they were ruining a honeymoon. As of tonight the bags are still in transit and no confirmation when they will arrive Rome. I hope someone from the airlines will read this, but I don’t expect them to do anything to keep their customers happy. American Airlines, you have the worse customer service and your employees don’t care about the customers. This Jessica ** in Dallas should be fired for her rude insensitive attitude

When I expressed my concerns not only for my kids but for myself... I have a bad back and pulled a muscle the day before and the pain was in intense. I got nothing... no compassion for me or my family. We was ignored for a bit and you can hear some of the coworkers mimic complaints of the customers... which just infuriated me because there was no integrity for their position... lack of communication skills and no but no compassion. My husband was handed a pink slip that says will pay a percentage for a hotel. Well gee thanks. At first I was going to let this go because I told myself, "You know weather conditions happen all the time and that’s perfectly understandable," but when I saw how poorly my husband and kids were treated... American Airlines was not there for my family and for that I share my experience.

I told myself I'm going to use up my f.f. miles and I'm going to Delta or anyone else with MODERN PLANES, and better check in regulations!!! I feel like this is a ragged, and overpriced airline company, that has depreciated in value!!! It's really like THE GREYHOUND BUS COMPANY OF THE SKIES!!! If you're not locked in their nonrefundable, overpriced, tickets PLEASE STOP. MAKE ANOTHER SELECTION. BUYER BEWARE.

I understand this is expected event. We lost one out of 7 days of our vacation because we had to stay overnight in Charlotte. Unexpectedly, the airline offered one room for my family (5 members, 4 adults, including one adult 20 years old with special need). In Charlotte airport, my husband had to contact the AA asking and negotiating for another room. Throughout the trip, my son with special need (Autism) was not able to wait in long lines. We frequently asked customers for help when he started to scream, but sadly no help was offered.

On our trip back from Charlotte to Montreal, we were the last people to arrive at the gate, the customer looked clearly upset to see us. When my husband pointed to his name on the screen, she shouted ''I know how to read''. After scanning the tickets and checking passports, my daughter said ''thank you'', the agent replied ''you are welcome for wasting my time''. I was shocked to hear that. AA is an international airline, care should be taken of how to treat people. Sadly, what I feel is that AA has the worst customer service I have ever seen, and I do not recommend to my friends and family. Thanks.

Worst of all I paid significantly more for this AA flight just because I thought I would earn miles and be able to use my upgrades. Sadly this isn't the worst part, the absolute most disrespectful, slap in the face part, is how their customer service handled the situation. The call lasted all of 30 seconds because they said there was nothing they could do, they didn't care that I wanted to cancel my ticket and buy a cheaper one from a competing airline, or that I wanted to terminate my AAdvantage account. They simply did not care, they clearly didn't value me as the longtime loyal customer that I have been. Why do business with such a onesided company who expects your loyalty without offering theirs in return? What's the point of even having an account?

In short, it doesn't make sense to be a loyal customer because the way their entire business plans is set up is counterproductive to building loyal customers that are frequent buyers, you pay more but get less WAY less! There is only one objective for AA and that is to make money, at any cost. New slogan: "American Airlines, ** service at premium prices. Guaranteed or no money back!" #BoycottAA #HelloUnitedAirlines

Looking on the monitor I had a hard time finding my flight. I then again went back at the counter gate B1, and asked (Sharon) American Airlines, "Ma'am I am having problems finding my flight gate info," I said, "Can you please look on your computer and provide the info to me?" She said, "I wish you would learn how to read." I said, "Excuse me!!!" She said, "I am going to help you," I got this with an attitude while other flight attendants was standing around listening. After feeling so belittle from her I said, "Ma'am you are in the wrong business customer service. Your attitude is not the correct way you should be acting when representing American Airlines and their customers." She said, "Well if you would just learn how to read we would not be in this conversation." (I figure waiting my turn in line that she could had helped me using her computer to look up the info even if there is a monitor nearby) I was so angry I took her picture at the gate.

I did not know it was wrong taken pictures, but I thought I would get as much info as I can to report it to American Airlines. She yelled at me and said, "Sir did you know it was illegal to take pictures at me." I said, "No I did not." I told her I am taken a picture at the counter so I can report her. She continue to yell at me so I just walked away. (If I had the time I would have called her boss to the counter and discuss the problem altogether). American Airlines should be in the business of friendly customer service. If you go to the counter you can pick her out.

After standing in line again to get help I was directed to another desk downstairs to speak with the manager. She said that she couldn't help me since the delay was only 2 hours and to go visit another help desk upstairs down the hall. Once I went there I was told all she could do was offer a meal voucher for my inconvenience and to go online to voice my complaint. The next day my return flight into Sarasota FL was again cancelled!! I had to spend another hour and a half on hold to be told there was another crew issue and no way to get me back to Sarasota until Monday. I had to ask about possibly coming into Tampa instead - she should have offered any alternative arrangements if she was doing her job.

After I returned I later went online in hopes of a partial refund on my flight as I was told due to a shortened trip and two cancelled flights. My response took days to hear back then I was told that since I accepted the rebooking that was done out of cancellation that there was no refund whatsoever available. After I replied to that email saying that was horrible customer service and that the least they could do was offer a voucher for future travel as a gesture of good faith to restore me as a customer. She then replied after looking into the ticket purchased in the class bought that there was a $25 difference and sent an e voucher for $25. What a slap in the face! I had to travel to Tampa to and from when I paid more to book out of Sarasota airport. Two cancelled flights and a delayed flight and poor customer service mean I will never fly with them again.

I now have applied for AA's Platinum Select AAdvantage card, which I need to take overseas and spend thousands of dollars with on business trip and have no credit card. I called Citi today to inquire about the status and try to speed up the process as my trip will begin in less than two weeks and they tell me that I may be under review and not receive any AAdvantage promotional points, etc. I am very close to cancelling this card upon receipt unless someone from Management contacts me soon to apologize. There are MANY other credit cards out there and I spend tens, if not hundreds of thousands on overseas travel for business. American Airlines needs to change its page to clearly identify and brand each card with annual fees. Deceptive advertising indeed!

AA sells you cheap tickets - But they make it up by you paying more on your choice of seatings. $39 for prefer seats? $69 for by the Exit doors? Planes were OLD and rattling overhead bins. Very NOISY cabin. BS baggage checked policy **. They were one of the worst. That is why AA was sold to different companies - still kept its name. DO NOT FLY WITH AA!!! Fly with Delta and British Air or other that you like - but not American Airline!!! I flew Delta and British Air in the past and they are still top rated Airlines to me. I WILL NEVER FLY AA AGAIN!!!

My partner flew American 1st class to Japan recently and had the same, terrible service. I suggested American send their flight crews to Delta in British Air for training. American’s customers meet with extreme electronic bureaucracy when filing complaints. I will avoid all American International first class cabins going forward and seek alternative carriers. The international DFW area flying public is left with very few choices due to American's total dominance. Sounds monopolistic! Frustrated and Furious Platinum “For Life” Member.

We also received a dinner voucher for $12 and a breakfast voucher for $7, I suppose for our trouble. Once we showered and tried to sleep for about an hour, we arrived again at the airport, were first in line for baggage check and waited again, another hour as the attendants chatted amongst themselves as if we were not even there. Once checked in AGAIN, this flight happened to be on time and we did finally arrive home almost 24 hours after our original flight. We did not pack extra clothes or meds for this delay either which added to the nightmare. If I can possibly choose another airlines to travel from now on, I will likely do so. This is absolutely unacceptable customer service. They would not be able to do this if they were not allowed such a monopoly on travel from DFW.

After spending an hour and a half on the phone waiting for a customer service rep she got disconnected called back and left a callback number which took over two hours and finally got the flight rebooked. Around 4 PM we got an update from the American Airlines app saying the flight had once again been canceled. My wife got back on the phone and was able to reschedule my flight through Delta putting me home around 2 AM. Now we are trying to get a refund issued on a flight we paid insurance for but have called customer service numerous times tried to use the website to find out how to get a refund and it keeps saying the flight was not canceled but I canceled the flight with the customer service reps at the airport. The amount of hassle and time and money that we have had to spend has been ridiculous especially having to deal with this with the death of my mother.

The rental car that I got cost me over $500 with the rental and gas and I’m finding out it’s going to take a long time to get that money refunded. We are also traveling this weekend to go to her funeral and with the amount of money we have had to pay. This is starting to become a financial burden. No one should have to wait on the phone for upwards of 5 to 6 hours altogether in the matter of two days and not have any resolution as far as how to cancel flights get refunds or get any help at all. The hoops we have had to jump through just to make sure I made it to my mother’s and home when I needed to be had been exhausting and is making an already hard and stressful situation harder.

All we are asking for is a refund of the rental car and flight I couldn’t take due to the airline canceling the flight originally but the airline is telling us they will not refund the car because the employee at the airline did not record it, we will only be refunded around $76 for the leg of the flight that was cancelled when the flight cost $484 so half of that should be refunded and are only going to give us a $300 flight voucher when we never fly so we will not use the flight voucher.