American Airlines Reviews

Coming home was the real nightmare. Our plane arrived, and then sat on the tarmac for a ridiculous amount of time, docked at the gate with no-one deplaning. Then, once it started, it was a few stragglers here and there - the single slowest, most inefficient deplaning I've seen in literally hundreds of flights both international and domestic. At one point, I walked up to the counter and asked if something was wrong. There were moments when nobody deplaned for several minutes, then another crowd of stragglers would appear.

It could have been that because of the "zone seating" scam - (a slap in the face to customers and taxpayers after already creating the "checked bag" fee because of high gas prices after we gave them a bailout that saved the industry decade ago) - and the fact that attendants no longer monitor carry on luggage sizes, in the express hopes that the bins will fill up, making discount travel a miserable experience so you pay for priority boarding to avoid being treated like 2nd class scum - passengers had to wait for their gatechecked bags. Or it could have just been consistent incompetence. Either way, we left almost an hour late, and with a connecting flight to get us home, we were extremely concerned.

Worried that our checked bags under the plane wouldn't make it, I pleaded with the flight attendant to see if there was anything that could be done. She looked at me like I was asking her for a personal favor that would have caused her significant trouble, rather than asking that American Airlines employees perform their jobs properly. She was rude and disrespectful and treated me like I had done something wrong, rather than her coworkers and employers.

The flight arrived EXTREMELY late, and we had to run - full speed - almost a mile to the connecting gate. My girlfriend started to have an asthma attack, but somehow we made it, redfaced and gasping for breath. Again, arriving to the connecting flight just as the doors were closing, I plead with the flight attendant to contact baggage and please ensure our bags traveled with us - and again, was treated like I was asking for a personal favor that just could not be accommodated.

On board, because of the Olympic sprint we had to do to make up for American Airlines incompetence in getting flights loaded, unloaded and on to their destinations on time, my girlfriend was in a full-on asthma attack. Sweat streaming down her face, beet red, and violently coughing and wheezing. I asked a flight attendant (the only male flight attendant on board" if she could get some water while we waited to take off...you should have SEEN the sass and attitude he gave me, venting his frustration that WE showed up to the gate after our zone had been called as if it was OUR screw up that caused that situation. He damn near rolled his eyes and walked away!

Then he went and stood and socialized with another flight attendant, while she hacked and wheezed and choked and the rest of the passengers started chiming in with comments like "Sweetheart, are you okay?" (nice old woman) and "Oh my God, is she alright?!!" - and still this incompetent, useless excuse for a flight attendant stood there socializing, until I got up and walked over and basically demanded some water for her and with much attitude and disrespect - without saying a WORD - he turned, filled a cup with tap water and handed it to me and then turned around and continued socializing.

OF COURSE they lost our bags. When we arrived it was after hours, with no-one from American around to talk to, in a tiny closed-up airport and nothing but a number to call about our bags. It turns out they use some random, cheap, terrible courier service to return lost bags, which we got either the next day or the day after (I forget now). And, I KID YOU NOT - A GANG MEMBER showed up to my house with my bag, very shifty, amped on something, and while I was signing for my bag he took a call from his "homie" named Smoke who he made plans to meet up with at the liquor store - ON SPEAKER PHONE, IN FRONT OF A CUSTOMER.

I got the bags upstairs and opened them and noticed they'd been rifled through and my $30 Uber gift card (a cousin gave it to me for the ride from the airport) was stolen. HORRIBLE EXPERIENCE. The worst I have EVER had (In 40 Years of Flying). American Airlines you have lost a customer FOR LIFE. This happened 6 months ago and I'm STILL talking about it. That should be an indication of how awful the service and experience of flying American was!!!

I tried to move. Instead of ACCOMMODATING a passenger, she tells me in a condescending manner that the bins are full. I had no choice but to check my bag, and when I boarded the plane I saw a spot right over my seat that would’ve held my bag. When I got home last night and opened my bag the contents were shifted as if someone actually threw my bag, and my fragile items are broken. I looked online to see how to go about filing a claim, but American Airlines isn’t responsible for practically anything you put in your bag.

On top of this, I’ve had not a single good experience in-flight with American Airlines flight attendants. From my neighbor being given 2 snacks and me being told I can only have one, to hearing an old lady ask for a blanket and be denied and told they are only first class (would you be happy if you heard someone treated YOUR grandma that way, flight attendant?). Even yesterday, the attendant was trying to flirt with my boyfriend while I was sitting right next to him, and was blatantly rude to me, telling me in a snippy tone to put up my tray table (as HIS drink was being lifted off of it), but didn’t tell the child in front of me to put up their seat, and never told my boyfriend to put away his laptop. I don’t know what the airline has against their customers, but the lack of accommodation is UNBELIEVABLE. DO BETTER, AMERICAN AIRLINES. YOUR CUSTOMERS DESERVE BETTER.

Two weeks ago, I spent 13 hours in DFW airport because of delay after delay, cancellation and maintenance issues. American Airlines is the only place where lightning can strike the same place 3 times. Today I'm delayed for 4 hours for a flight at ORD. No reason given. The gate agents are as in the dark as I am. The gate agents are not given the authority to investigate an issue or correct a problem, they can only reschedule a flight. Completely powerless. Need a different level of service? Think you deserve a voucher for being delayed or cancelled due to this poorly managed company's fault? You are out of luck. Save your money. Save your sanity. DON'T FLY AMERICAN AIRLINES! I know I won't.

After spoke to a representative from American Airline on the phone, she told me that my mother’s ticket has to change to coach on both ways with no extra charge if we want to leave the next day (May 15th 2018), otherwise, my mother has to wait for 28 days and departing Beijing in June 11th, she cannot give her a business class ticket. She recommended to take the coach ticket, we can talk to the agent at the gate. At that time, we take her suggestion because we think that could be the best solution. Also I can call American Airline to discuss the returning ticket after we get back to USA, it is not easy calling American Airline overseas. I thought that American Airline would understand our situation.

In May 15th 2018, at the gate, I spoke to one of the agent, she speaks Chinese, I tried to tell her what is our situation, I ask her if there is available seat in the business class, would she allow my mother sit there without any of service. She won’t listen to me, she checked with someone about my mother’s ticket, then tell me that “your mother has economy class, there is no mistake, she has to sit in the economy class”. Then she left and informed other flight attendants that we should sit economy class.

The entire flight was 13 hours, my mother is 83 yo. After we arrived in DFW airport, her feet swollen so big, she couldn’t even put her shoes on. I called American Airline and trying to explained our situation and discuss my mother’s returning ticket, sincerely ask them for help, I ask them to put her returning ticket back to business as I don’t think that she can take the coach seat for that long hours again. They told me that I purchased the ticket is through Ctrip.com, also I was volunteer to downgrade the ticket to coach, if I want her return ticket to business, I have to purchase the difference between coach and business class. I tried to tell them that we didn’t have any other options that American Airline offered to us, they didn’t want to listen to me.

I finally got hold two supervisors in two different time, The first supervisor told me that I’m qualify for some money refund, but I have to contact to American Airline Customer relations for this refund. I wrote an email to Customer relations, they refused me for any refund. I called back to the agent again and spoke to another supervisor, after she put me on hold and did all the research, she told me that I am qualify for the money refund, but it has to be Ctrip.com doing it on my behavior. Ctrip.com won’t want to do this as they told me that they don’t have record where they have got this ticket.

I called again to American Airline agent, this time, I also spoke to a supervisor, I ask her if she can send me an email to confirm this refund. She told me that she can’t send any email to me, also recommended me to purchase another one way business class ticket for my mother, then deal with American Airline Customer relations later and see if I can get any refund for the old ticket. She gave me two options. That is buy a ticket from DFW to LAX, then my mother has connection from LAX to Beijing for business class at price of $950.00, or I can purchase a one way business class from DFW to Beijing for more than $5000.00.

I said that my mother is 83 yo, doesn’t speak any English, I can’t let her have a connection in LAX, but another $5000.00 expense for the trip back to China, that is way too much for me. She told me if I concern my mother, I shouldn’t think the price. I was very upset and I ask her to write this conversation to her management. She said to me that "I transfer you to a manager." She transferred the phone to a person who is named Dakata (agent ID **), Dakata told me that I was volunteer to downgrade the ticket and agreed there was no money refund, for that reason, he doesn’t think there is any discussion and wanted to end the conversation.

This is what I'm complain of American Airline: 1. We missed flight, American Airline has punished us and downgraded my mother’s ticket to coach, but why she has to sit on the coach going back to China? We didn’t miss that leg the flight. 2. At Beijing airport, the American Airline gave us two options (downgrade the tickets to coach or wait for 28 days), we had no other choice other than downgrade it, now, they stated that we are volunteer to downgrade the ticket , I understand there is no money refund, that is just very upset me for they can say that words.

3. They also charged me $266.56 for downgrade my mother’s ticket. 4. They told me there is money refund from two different supervisors, now they refused to refund and trying to sell me a one way ticket. I really like to know how much money that they are going to get from my 83 yo mother. I can’t think this is happening in this country, I can’t believe American Airline has such a poor standard customer service. Only thing that I’m asking that is putting my mother’s returning ticket back to business, we have paid that price for the seat that we deserved, we didn’t ask too much right?

Things went beautifully on the first leg of what was to have been a fun family weekend in NY to celebrate the end of our son's school year. We sped through TSA pre, were greeted courteously at the gate and took our assigned seats in first class on AA1937. After a pleasant short flight to Charlotte, we connected to AA1981 bound for LaGuardia. When that flight didn't push away on time, the captain announced from the flight deck that a "minor technical issue" would hold us up briefly. I followed a running text stream of delay notices from AA on my phone. Then I received the dreaded notice of cancellation. Oddly, the flight crew were still telling us that the “technical issue” was in the process of being fixed. Specifically, the pilot advised that the copilot had flown too many hours to legally make the trip to NY and AA was on the hunt for a replacement.

When I told the cabin attendant that the flight had been cancelled, she passed the news to the captain who, nonplussed, announced that "apparently American Airlines notifies passengers of cancellations before telling its crew." We were advised to deplane and come back at 7:00 a.m. the following day. I immediately called AA Vacations who had booked as part of our package non-refundable tickets for activities and events on Saturday. I got a terrific agent named Kristen who nimbly booked us on a flight to Newark. She even kept our first-class status! All we had to do was run the mile from the end of terminal C to the end of terminal B before the flight's scheduled 10:00 departure.

We needn't have run. The flight to Newark was delayed due to a mechanical. First 11:00, then 12:00, then vouchers to Starbucks, then 1:00, then first class boarded, then we were told to deplane, then 2:00; and then it was cancelled. The gate agent, a terrific woman with a Superman pin affixed to her purse, explained sincerely sympathetically that because NASCAR was in town there were no hotel rooms left in Charlotte. Like Tom Hanks in The Terminal we were to live in the airport for the night. No options.

We dragged ourselves back to gate C19, the assigned departure gate for AA9200, boarding at 6:30 a.m. on Saturday. We were heartened to see an airplane already parked there. With nothing to eat, no place to sleep and no cardboard boxes, we were all newly sympathetic to street people. We put as cheerful a face on the five hour night as we could. When boarding time came, we didn't board. The plane that had been sitting at gate C19, on which we had hung the night's hopes was "the wrong size." Yes, the gate agent said he had been given an airplane "the wrong size" for the number of passengers booked.

I could feel the crowd of passengers working itself into a mob. Since most like us had been bumped from the CLT/LGA and CLT/EWR flights the night before, I could well sympathize. The angry atmosphere was aggravated by frequent admonishments from the gate agent, now flanked by three other merry AA agents in blue shirts, that we "should remain patient." Before the merriment and scolding reduced to rioting, we were sent to terminal D to board a "big plane."

We arrived in New York exhausted and too late for the day's scheduled activities. While my family slept, I worked the phone and AA Vacations to try to salvage the weekend. After being dismissed by two nasty agents, I had the good fortune to connect with Stacie ** and her supervisor, Brenda **. These two women could not have been more understanding, empathically courteous or professional. They were able to rebook most of our events. They also tried to help retrieve my son's lost bag, a carry-on that had been stowed comfortably in the overhead from Jacksonville to Charlotte, where a gate agent decided that even though it fit in the sizer thingy, it was not a carry-on and required checking.

The people at the Elysee Hotel, who were terrific, booked us in for an extra night so that we could enjoy the weekend more or less as originally planned. Stacie ** at AA Vacations booked us back on new flights and advised us to contact AA once our trip was complete to request a refund. I followed her instructions and requested a refund to cover the $300 hotel bill, unused tickets to MOMA, and some compensation for being forced to spend the night in the Charlotte Airport. I was told that AA Vacations doesn't do refunds and was directed to apply at prefund.aa.com, a site designed to wear you out. It did, so I wrote this short story for the sake of fellow travelers. I am a platinum million miler with American.

There is nothing wrong with the direct service, but what I found disturbing is the Boeing 767-300 used on this route is probably the oldest plane on the AA fleet. Seats in economy class are so tight, that it is difficult to fit in anybody over 5' tall. There is barely any room for legs and the back seat reclines about two inches max. With few TV's mounted in the ceiling, this plane reminds me one that I was flying about thirty years ago.

I've fly many different airlines from US to Europe but this is the most outdated and uncomfortable experience. Unfortunately, my next trip from Philly to Prague is coming up in a few weeks and I booked it way in advance also with AA. However, unless AA decide to upgrade the aircraft on this route, this will be my last travel to Prague with AA. I would rather change planes in Frankfurt, London or any other European city and fly on modern updated plane than having this horrible experience. Many of our friend who are flying frequently to Prague, either for leisure or business expressed exactly the same experience and do not plan to return.

When we arrived to New Orleans EVERYTHING in my bag was damp and all my clothes had to be put in the dryer... But I had NOTHING in my bag that could've leaked. On the way back, we had a layover in Chicago for an hour until our connecting flight to Newark. 40 minutes before our flight we found out we're delayed an hour. I'm sure 500 other things will go wrong before we even get back to Jersey. First and LAST time I ever fly American Airlines. Literally the worst flying experience of my life, and I once flew Spirit which is basically a clown car so that says a lot. Get it together AA, you suck.

We finally get to go back to Charlotte airport only to arrive to two more hours waiting on the plane on the tarmac. We arrive to a sea of customers waiting on connections only to find out several flights were canceled including ours. We then wait in a 2 hour line to speak to American airlines customer service to inform we have to wait until June 1st to depart with no compensation for our canceled flight due to maintenance and weather. No hotel vouchers or taxi vouchers or not cots to sleep on. I have attached a picture of my husband sleeping on the floor with construction going on as well as the line we had to wait in.

When we got to the airport to come home, we were bumped out of the seats that we paid extra money for and, after waiting for 20 minutes, nobody showed up to help us. I had to get my mother, my grandmother in a wheelchair we found, her walker, two carry-on bags and a cat through security and to the gate with no help. I was so overwhelmed that I cried while dealing with getting the cat through screening.

Grandma was expected to walk into the plane, even though there was a chair available to get her to the seat. A very kind flight attendant helped her. While we were still in the air, we asked for a chair to get her off the plane and were assured that it would happen. It didn't. She had to walk and was put in an aisle chair in the jetway. She was scolded for needing to use the restroom before getting to our connecting flight because there wasn't much time. There would have been plenty if someone had gotten on the plane to help her, as we requested and paid for!

Before getting on the next flight, we brought up the seat issue with the gate agent. She yelled at my mother and I, explaining Preferred Seating over and over and telling us that we were bumped because of the cat. During the booking process, we asked about whether the seats were on with the cat and were told that they were! We also weren't even asking about preferred seating. We were asking about the Main Cabin-Extra upgrade, that we paid for, but she didn't stop yelling at us long enough to listen and understand. My mother and I both have Master's degrees, but she talked to us like we were morons. We let it go, as we didn't want to be refused service for getting angry with her and not be able to get home.

On the next flight, we requested an aisle chair again and, once again, it didn't happen. One of the flight attendants had the nerve to get impatient with us, because the next flight was getting ready to board. She was the one that we asked about the aisle chair, so she knew that we needed help! Grandma had to walk off of the plane again. I couldn't believe how badly we were treated and that we paid hundreds of dollars for services that we were refused. My job requires me to travel quite a bit and that's business that will be going to an airline who doesn't treat elderly passengers like dirt and steal people's money.

The agent sent us across the concourse to rebook and we were told there were no more flights until the next day, while we were standing there we had a clear view of the other gate and saw the agent open the door and let 4 other passengers on after we were told it was full. They refused to try and book us onto another airline and ended up booking us into Long Beach and we had to pay for an Uber to get to our actual destination, not only did we lose the money for the premium seats we paid for because we got stuck in the back of the plane in an available seat on one of those American Eagle planes that should not even be allowed to fly. Attempts to resolve the issue with an airline supervisor and a manager was useless and complaint to their customer relations department was just blown off. We are also advantage club members so I urge anyone that is an AA club member drop your membership and fly a different airlines other than AA.

Fast forward, my mother is now unable to visit me. I promptly called customer service to start the refund process. I was told that my ticket was not refundable. I spoke with a supervisor as well, and was again told I had not purchased a refundable ticket. They encouraged me to file a report and provide a doctor's letter stating that my 90 year old mother was unable to travel. I filed the report and have not heard anything to remedy the situation. I am very frustrated and concerned that nearly $500 of my money will be lost from my already tight social security income. I am hopeful that American Airlines will read this review and remedy my situation.

American called it a weather delay and refused to give us hotel rooms since this was the last flight out. Provided little assistance. They created a group of very angry passengers with this ridiculous excuse. If we had departed on time, there would NOT have been a weather delay. Their reservations system is screwed up. I couldn't assign my seats on an international flight on their flight. I called. Got passed around. They refused to talk to me unless I paid. Finally got through after a lot of arguing. Got a seat assignment but not really. They lied. Had to do it again. Boarding their flights? It's a mess with all the different status. AA Citibank card provides few benefits. Miles? I don't really care because they are of such low value and you have to endure way too much torture to earn a free flight on an airline you can't stand.

NOBODY that works at AA is even remotely courteous. Another time I was in line for lost luggage at LAX. Rudest individual you've ever met. Not the time for this attitude when THEY have screwed up. Told us to stand back "behind the line". We all look at each other and say, "What line?" She got angry and put a piece of masking tape on the floor and created "the line". I could go on and on but will stop here because I refuse to fly AA even if their flights are 1/2 the price of the competition. In the last 3 years, I've never had a negative experience on United, Southwest, and JetBlue on domestic and international flights.

My father asked which one she used and she wouldn't provide it. He said he didn't understand why and she wouldn't budge. He became frustrated and handed the phone to me and I calmly attempted to understand the issue... Ana spoke to me fast and I had difficulty understanding her as well. I asked her to slow down as she was telling me to execute a number of things and there was no clear communication so I could not. I really tried hard to work this through until I realized she is an angry person who had no self control nor compassion so I requested and got her supervisor, SASHA after being placed on hold.

Equally as difficult to understand through a thick accent and palpably disinterested in customer service - she refused to confirm why there is a difference in ticketing protocol than her employee, I became confused. I tried to understand how the process was so different and asked her if she would consider the frustration on the customer's part. She didn't care, insulted me and my intelligence. When asking to speak to her supervisor she said fine. I asked for the name after she said nothing. She yelled at me saying, "OH MY GOD, WILL YOU LET ME TALK?" And then hung up. I called back and got an empathetic individual who seemed perplexed at the experience and quickly processed the ticket, indicating his e-mail is the one he had initially supplied and aligned with his rewards mileage.

Fast forward to today, May 11th 2018, I decided to join the American Airlines AAdvantage Program and add my trip. When I went to add my trip, my seating arrangement was different than what I had originally booked. It said 23E and 23F. I called American Airlines to see what happened and they said there was a schedule change with both of my scheduled flights. I asked about the seating arrangement and they said that 10E and 10F were no longer available so they gave us 23E and 23F. Not only are we sitting 13 rows back from what I originally chose, the woman I spoke to could not guarantee the leg room for my husband. She said they changed the schedule back in March, yet I received no email of the change in times or seating arrangement.

The lady stated that I was refunded for the extra money I had paid but I was only refunded $41.10 not the entire $64.96. Their reasoning for not giving me the rest of the money was that they are putting my husband and I in seats that cost extra. The whole explanation was ridiculous. Then, the lady told me that she had seats available towards the front but for an extra cost. Now, why would I pay extra for seats when I had the perfect seats from the beginning? If someone did their job correctly, my husband and I should have been given those seats as we had paid for them. I didn’t even receive a notice. What if I did not check my flight and didn’t hear about this until the day of my flight?

I find this to be unacceptable. My flights get switched, my seating is different, I received no notice of these changes plus I don’t even receive a full refund for the seats. American Airlines, if you continue doing things like this, your reviews will go from a 2 to a 1. You are lucky people decide to still fly with you because this is not what people want when they fly. I’d rather pay more for another airline then deal with crap.

I work for an agency that has more than 40 plus people who travel 20 plus times a year. Since I sign off on all air travel. American Airlines has just been put on our Do Not Fly List. Your agency at the front desk need more customer service training and if they are going to say anything degrading about their customers... maybe they should keep their voices down. As for myself in personal travel... any other airline will be in my sights.

Sometimes announcements are so garbled you can barely understand what they're saying. Funny how many other airlines have figured out how to make them clear. Anyway I asked if the gentleman next to me, my friend and I could have one. She said they were only in Spanish and I said that's ok we knew what went where and I said it was weird they were only in Spanish since we were coming back into the US. She returns with two and hands one to my friend and one to me. I asked about the gentleman next to me. She said that's all they had and I repeated he needed one. She said "Let me repeat, I only have two", I couldn't believe the attitude. A steward from the back of the plane came forward and as he passed I asked if I could have the stewardess' name.

He said, "Perhaps I can help you, why do you want her name?" I replied "because she's a snot" and he said "no she's not, we're done". Now I'm starting to get a bit angry. When he returned back my direction I said "wait a minute" and not in an angry voice but politely. He replied again and not in a friendly way "We're done". I couldn't believe it. My friend turned around and looked at the stewardess and she waved to her. No other interpretation could be formed than she was thumbing her nose at her. It gets better.

Someone, a male steward, there were two came over the speaker and said something like "for those of you who weren't listening we only had 30 forms and 75 passengers so if you weren't listening or failed to understand that's all we have and you can get them when you enter customs, again if you weren't listening you can get them when you enter customs." Obviously the announcement was meant for the three of us and so completely unprofessional and mocking.

No wonder they only receive 1-2 star ratings. I would have given minus 10 if it had been a choice. I fly about 8 times a year (average) and haven't flown American in a very long time. I fly SW if possible. People joke about it being a cattle car but I've never failed to receive exceptional customer service. Occasionally fly United or Frontier, never a problem. NEVER with these 3 airlines. Now I'm not a frequent flyer but American lost 3 people's future business. If there are 3 there are more. No wonder the flight wasn't full. Absolutely childish, beyond rude and the worst customer service on record.

Once landed in Orlando guess what happened. We missed our flight by 10 minutes just like I already knew. So we get sent to the AA help desk to get a new flight home and the lady tells us there are no flights until the next day. I told her, "Ma’am that is not true. There is a flight leaving tonight from Miami to Charleston (the fact that I knew that and the AA employee I can't explain) so she says, "Oh yes, you're right." So she puts back on a flight to Miami WHERE WE JUST LANDED FROM. We literally got on the same plane back to Miami with the same flight staff. They even made comments like “oh you're back”.

We land in Miami with good timing to catch our flight next to Charleston then we wait on the taxi thing for honestly 30 minutes. They for whatever reason did not pull up to the gate to let us off. While on the plane waiting I call AA customer service to let them know we were here waiting to get off the plane to please contact our flight home to let them know. No answered the phone. So of course we missed our flight home. There was no reason to have missed this flight. I had to miss an entire unplanned day of work. I am a recent college grad and can’t afford that.

I am sent to see him again and report anomaly, while my elderly mother stays in there on a side. He was furious and stated this takes him from his job, and had to walk with me to the TSA checking point to tell them, "they are lazy and incompetent", and another TSA pointed that maybe it was a new agent, and should have let me thru. And so they did. But this guy **, not only had made a mistake, done a very poor job, but had the biggest attitude. Cranky, foul mouth and incompetent. He represent sort of the old on way out, and someone who has grown sour and pissed off at job, and company and people. Should definitely retire!

Two agents were working the gate desk trying to help passengers. I stood in line on my feet until 9:40 PM to finally get to speak with the agents at the desk. They told me no other flights to Dayton were available. Because of a “weather cancel”, no food vouchers are given and no hotels are provided overnight. I now had no luggage, very little money and my legs and feet were hurting from standing in line so long. I requested to speak with a supervisor and then sat down. After another 30 minutes the AA supervisor came to see me. I believe her name was Karen **.

I explained that I had not eaten on the four hour flight as no food was provided. I told Karen I had little money and could not get a hotel at the airport. Even if I did stay overnight I did not have my luggage. She said that the airline did not provide food vouchers, taxi transportation, car rentals or train fare. You could only get on a flight in the morning. I requested that Karen issue a refund of the unused portion of my ticket so I could have money for a hotel but she said that I had to apply for that online.

I decided to try and retrieve my luggage and call someone to come pick me up. Karen called the Baggage Claim and said to go to Claim # 6 and I could retrieve it there. I went to baggage claim at 10:10 PM. I waited another 40 minutes and was told that they could not find my luggage. I asked the baggage claim agent to send my luggage on to my final destination in Cincinnati which they did. I left the airport at 11:00 PM with just what I was wearing in Mexico. To sum up the problems that I experienced that you should be aware of: I'm 80 years old and unable to stand for the hours that I was subjected to. It was a very stressful day and evening for me. Your AA email note to me said “choose a new flight” without any apology. No food or travel vouchers were provided which stranded me at the airport. I understand weather canceling a flight however having to wait until the next morning without food, lodging or my luggage seems very unfair.

When you announce or have a flight cancellation, it would have been nice for additional agents to help work the long line to avoid the unknown resolution just standing there. I spent $45 for a taxi and another $135 for a hotel with the assistance of a relative for accommodations plus a new airfare to Cincinnati on Southwest. I'm retired on a fixed income. These additional expenses are very costly for me. Perhaps your airline can make some changes so that other passengers won't have to experience what I went through. I hope so. If you need to contact me I can be reached by email at **.

I finally called the baggage dept. in Alex. I was told it showed to be on the next flight, but I would have to call back after five. Guess why after 5? They closed!!! I called and called and got no answer, until about 5:30 when I started getting a busy signal. At this time I have gotten no answer or confirmation online saying where my bag is. DO NOT FLY AMERICAN AIRLINES!!! Not through Houston or especially DALLAS. I have never flown through Dallas on American without a problem. I have never received such poor service from anyone like this? They don't care if I ever fly with them again, I know!

They canceled our flight on a Friday afternoon when everyone is trying to get home. First telling us the plane was broken, then after we boarded another plane they said it was canceled due to weather. It was not even raining in Dallas or Alex. The biggest issue is with their people. It is very obvious when you speak with them, that they don't care if you are pleased or not!!! Telling me to call back, instead of offering to alert me. Then refusing to answer the phone till they closed.

AA was refusing to give me a boarding pass until I show them a copy of my flight information printed from my AA account. After multiple calls to AA customer relations (what a joke) asking for an explanation what happened. Here's what they told me. I made a mistake and came to the airport a day early. I must have accidentally cancelled and reschedule my reservation. My flight was cancel due to maintenance issues and they had to reschedule me on another flight. The only problem with that is the flight wasn't cancelled - it was delayed. I know this because I flew on this "cancelled" flight from LIR to MIA.

Basically AA bumped me and didn't ever have the guts to tell me. If my case was involuntary bumping then AA would have to give me compensation. Instead they make up a bunch of lies about why they had to reschedule my flight. I have left VMs for Kimberly Cisek (Director of Customer Relation) and Sean Bentel (VP of Customer Relation). I also email both. Still waiting to hear from someone. I also had a damage bag - broken wheel. I was told I had to give the bag to AA baggage claim to ship to Texas for repair/replacement. Customer Relation told me I had to fill out a Questionnaire which states to hang onto your damage baggage.

I also need to mention that I believe I was selected to be "bumped" or as AA now calls it rescheduled due to maintenance issues because I was flying on points. Multiple other people on my flight did not have the issues with rescheduling that I did but they weren't flying on points like me. I currently have 3 Citi Credit Cards that gives me AA points. Seeing how AA treats their customers that utilize their points - I will be cancelling my 3 Citi Credit Cards. I have also filed a complaint with Citi and the Department of Transportation about this situation.

My paperwork was faxed initially on the 17th and when filing it away on the 18th I realized that the fax did not go through. IF you look at my fax, you will see that the fax was re-faxed on February 18th (late that night) and was received by American on February 19th (which means it was received a day later than your "required timeframe).

What I don't understand is how a multi-million dollar business like American Airlines does not want to reimburse a customer for their NEW luggage that was clearly damaged by their employees. My fax was received "literally" a day later than your "required timeframe." Another, pivotal point that must be shared is the fact that a response from American Airlines was received 7 days shy from a month and I am suppose to accept this as respectable response time yet they cannot accept my response hours after their deadline to respond. It seems as if American Airlines was trying to decide to do the right thing or find a reason to justify doing the wrong thing. As a frequent flyer of American and a consumer advocate I am requesting again, that American Airlines reconsider the response received and repair or reimburse me for damage to my new luggage piece.

I can appreciate AA saving money by not painting their planes (extra weight), but this means of increasing their profits is unacceptable. I'm retired now, but I used to fly for my job every week. I was AAdvantage gold. From now on if, (and that's a big IF) I fly AA my wife will make independently purchased reservations so we can sit together without being surreptitiously gouged by a greedy airline.

We cannot book without incurring a greater expense when at the time had we not book through American we could’ve got comp all flights. In speaking to every American representative they’re all brainwashed, their business they do not care about customer service. We purchased this flight eight months in advance and when we book tickets it was full. I’m sure every other person on that flight would be complaining, the way they grab my money for the baggage that was supposed to pay for the fuel that has come down in price is ridiculous. Someone’s got a put an end to American doing whatever they want.

I have flown four times in the last five months on American and every flight was changed or the way I feel American should give us some sort of compensation for the non-nonstop flights or they should give us free baggage at the very least and some type of gift card for our inconvenience. American is a huge monster company and what they are doing for the millions of people are flying them are actually stealing. We bought nonstop tickets. Case closed. It’s a bait and switch that American has been famous for. Him and the windows I think about it and that has got to change.

Upon arrival to MSP check in I was informed I was still on standby with an overbooked flight. How do you overbook a flight? I eventually made it on the flight to a connecting city where I was then informed I was put on standby for the connecting flight. Another overbooked plane! Strange? This is where the frustration really begins because I was never informed I would not have a seat in my connecting flight so I just wasted $75! In the meantime I witnessed 3 AA crew board the plane to take seats. Again why??? Seems a company would want to make sure all their paying customers were taken care of. I guess not! So I am sitting in an expensive Chicago airport waiting for my original flight. Thanks for nothing AA!

At last the person in the front told me that it would be in the checked luggage and I would receive it only in Toronto. When I tried to object she told me that I could ask for it in Las Vegas where our plane stopped before we arrived to Washington to change planes to Toronto. When we were departing from the plane I asked the pilot to assist me explaining the reasons but he told that he could not help me and recommend me to address it to the customer service. When I addressed them they told me that I could go downstairs to take me luggage but then I had to go through the customs and would not be able to board the plane and recommended to talk to the manager. Only 9 passengers were continuing to fly to Washington. How difficult would be to take my carry-on before they put other passengers’ luggage?

I told the manager that I need my medication and she threatened me to take off the flight. I told her that it would be rather strange, not only my carry-on was taken without any reason or explanation that I would have it only in Toronto so I could take out what I needed but she threatened me to take me off the flight because I need the things from the luggage. I repeated my attempt to have my carry-on in Washington where my flight was postponed from 10.00 p.m. till 11.50 p.m. and where again I was refused. There was snowing at that time in Washington and I was dressed in the clothing for LA weather when I boarded the plane. I had in carry-on the warm pants, pullover and warm jackets in which I was intended to change. I was flying from 11.15 a.m. with 2 stops. I was not fed on either flight although we left the plane only at 2.20 a.m. in Toronto instead of 11.47p.m.

By that time all the public transport was stopped working. I was flying for more than 15 hours. I bought some food in Washington but I could not buy hot drink because everything was closed at night at Washington airport. I could not even leave the gate because the AA clerk claimed that although the flight was delayed till 11.50 p.m. but it could leave any minute. I was given the blanket only before we were landing the plane. We were waiting in the bus for quite a while with the open doors with the temperature below 00C with snow on the ground. Then we were waiting for additional one hour on the plane when pilot explained that somebody’s luggage was missing although I saw that they were washing the wings. Did not they have 2 hours of delay to do it? We waited additional 20 minutes in the plane after we arrived for the loader although there were no planes arriving.

I never even heard that carry-on could be taken from you that’s why it is called the carry-on. My carry-on was not among other carry-ons standing next to the plane, it was in the luggage claim area. I flew in Delta on my way to LA. It was cheaper. Nobody’s carry-on was taken. I had only one stop in Washington. We were fed on the flight, there was no delay.When I typed the complaint on AA website I found that I could only type very limited message.

Some time had passed and we didn't receive an email back so we called and finally my husband spoke to an employee that looked into our situation and said that we would be able to apply a portion of each ticket towards a different flight. Being as this was our first pregnancy we asked how long we had to use the tickets. So, we had paid one thousand for our original flights and now had a credit of $500 to apply towards other flights with an expiration date of June 2018. Sadly, our daughter is now 6 months old and we were so excited to book a first family trip and a mini vacation from being first time parents, we called in on March 16, 2018 to look for flights and was told that our tickets had EXPIRED AS OF MARCH 3, 2018! Not only was there NOTHING the representative could do for us, we were told that we had to email customer relations again for any type of assistance.

The awful part of it all was the last conversation with the representative that told us we had until June 2018 was on the phone so we only got her name, not thinking that she was going to mislead us on the dates and this situation would come about. We never got a trip and just the ring around this whole time. So disappointed that American Airlines is a major airlines and they have such horrible customer relations.

As those of us who fly frequently are well aware, flying has changed in recent years, and being in the air, to paraphrase a former AA slogan, is not always something special. There are undoubtedly aggressive customers who make flying difficult. Occasionally, one encounters a rude and hostile flight attendant who makes the situation equally unbearable. This complaint involves the latter. The Facts. We began boarding at approximately 7 pm. It was the usual boarding logjam packed and crammed from gateway to seat. The plane was a 737-800. I was seated in row 8D at the divider between the first class section and the coach section. I had put my carry-on in the overhead compartment above my seat.

I realized I had forgotten some work in the carry-on which I needed to review during the flight. The plane was rapidly filling up, but the overhead compartments were still open. I was about to pull my carry-on out of the bin to retrieve the needed item. At that point, one of your flight attendants positioned herself slightly behind me, blocking the pathway between the first and coach sections. She supported herself by holding onto the edges of the open overhead compartment on the port and starboard sides of the aisle simultaneously.

I cannot say whether this is a recommended posture for any flight attendant during boarding, but we have all seen it before, and it is certainly not helpful to the overall boarding process. In any event, I politely asked the flight attendant to please move her hand so that I could pull the carry-on out of the bin without injuring her. She didn’t budge or react in any way. She continued to hold on to the edges of both compartments, blocking the aisle as passengers were trying to get by.

The flight attendant in question is a young, tall, lady. She declined to give me her name or employee number, but since this incident was brought to the attention of the pilot, it should not be difficult for AA to identify her. At that point, wanting to get back into my seat, I gently tapped her hand with my index and forefinger, to get her attention. I cannot begin to tell you how many times I have been tapped in a similar manner (on the shoulder, arm, or hand) by flight attendants.

The flight attendants reaction was shocking. She yelled loudly, “Sir, you are violating me!” The entire forward portion of the section stopped and looked at us. I replied that her response was unnecessary and embarrassing. As she locked onto my eyes with an enraged glare, it was clear to me that she was about to erupt. Wanting to avoid further escalation and embarrassment, I said that perhaps we should speak with the pilot.

We went to the pilot where she proceeded to tell him that I had hit or struck her. She blatantly lied. With time, I would have brought occupants of the nearby seats to expose her lie, but there was neither the time nor the opportunity to do so. The captain and I stepped outside the plane where he undoubtedly took measure of me as he is trained to do (i.e., was I a crank or hostile and aggressive – he undoubtedly concluded I was not any of those things) and introduced himself. He then apologized and asked me if I could keep a “low profile” for the flight. I responded that I would, but that I was stunned by the flight attendant’s overreaction and lies.

The captain then spoke to the flight attendant in question. The situation got worse. Apparently, she threatened to walk off the plane. The captain then returned to me, upset with her, and asked me if I would take another plane. To avoid further humiliation to myself and inconvenience to the other passengers, I agreed –peaceably, I might add. When I departed the plane, several AA employees, one of whom re-booked me, insisted that I should “do something” – obviously AA’s own employees recognize that something is ‘not right’ with this flight attendant. Indeed, I would not be surprised if there were other complaints against her.

With respect to her screaming accusation that I had “violated” her, with its obvious sexual connotation, although I should not be placed in a position of having to defend myself from such a baseless declaration, I will only say that I am married to a man. The assertion that I violated or touched this young lady in any way that was inappropriate is preposterously slanderous. Unfortunately, in a sardine-like crowded, noisy airplane, some minimal contact is unavoidable. Does AA really wish to encourage an intolerant environment in which, for example, every time a customer is tapped by a flight attendant they yell “I am being violated” and threaten action?

Perhaps in the future the cabin will be staffed by robots and messy interactions between humans can be avoided. Until then, I suspect there will have to be some level of tolerance in interactions between flight attendants and the flying public. While I do not condone passenger incivility or misbehavior, it seems to me that flight attendants should be psychologically evaluated to assure that they are capable of reacting appropriately to the stresses that inevitably arise in tight quarters, and they should be trained to courteously defuse tensions rather than to aggravate them through intemperate overreaction. But, of course, this is merely my opinion.

Conclusion. At a minimum, the flight attendant in question chose to use her position of power to unjustifiably humiliate and inconvenience one of AA’s better customers. More importantly, after some well-known tragic incidents (e.g., the crash of Germanwings Flight 9525), I personally believe that those of us who fly regularly have a duty to say something when we see particularly odd or inappropriate behavior on board, behavior that if left unchecked might potentially be a sign of future danger. Here, I am left to wonder what underlying issues, if any, this flight attendant might have and whether it could affect her performance in an emergency because in this situation she snapped, aggravating an otherwise benign interaction. If I am being completely honest, I felt somewhat relieved to take another flight because, in my opinion, her reaction was so disproportionate and unbalanced that I actually had concern for anyone flying with her.

There is, perhaps, an even larger issue at play here, one that AA can address. Whether I fly in First Class or Coach, I never treat flight attendants with any less courtesy. Unfortunately, the same cannot always be said for flight attendants. There are some flight attendants who, in my opinion, seem to view coach passengers as the enemy. While occasionally I may silently share their view about a particular passenger, I have overheard quite a few derisive remarks about passengers shared between flights attendants. Even a few flight attendants harboring this attitude can cause tensions in the cabin to rise quickly. Passengers can sense it. It seems to me that with proper “mental preparedness training,” basic civility, respect and a smile – which is, of course, how passengers should treat flight attendants — many difficult encounters can be easily defused or avoided.

As an attorney who has represented companies, including in their relations with employees, I understand that AA is a union shop and must rightly follow certain protocols with respect to complaints against its employees. After deep reflection about this event, I respectfully request that this complaint be submitted for formal disciplinary investigation, or other evaluation as may be appropriate. To assure you of my veracity, if the flight attendant in question is willing to submit to an independently administered and verified polygraph test, I would be willing to do the same. At the conclusion of this process, you will find that AA owes me an apology.

I filed Lost and Found and Delayed Baggage claims in Charlotte, and a Police Report with DFW, but have not seen my bag since I stowed it under the seat in Dallas, Texas. Since there is no protocol for such a situation, I was forced to write to American Airlines President, Robert D. Isom, Jr., in order to try to get my bag returned and the situation resolved. I had no results from either the Delayed Baggage Resolution Office or Lost and Found prior to my writing the letter. Then a Case Manager called me and let me know that she would reimburse me for my loss, as far as possible. They sent me a $100 travel voucher in addition.

The bag alone was worth far more than that! I filed a Passenger Property Questionnaire with my Case Manager, as requested, on January 19, 2018, and since that time American Airlines has stopped all communications with me. I get no replies from either department to phone calls or emails -- even after dialing the extension of the Case Manager. I wrote Mr. Isom and the Customer Relations department again this week in hopes of resolving this issue, since the loss is due to no fault of my own. I do not anticipate a response. I know that I have grounds to sue American Airlines and up to 2 years to do it, but we are new to the Dallas area and I don't know any attorneys or legal watch groups that would be willing to take on such a case.

I find it ironic that American Airlines now offers a "Basic Economy Fare" that excludes the use of the overhead bins for carry on baggage. This is a benefit to small dogs traveling with their owners (recent United Airlines incident) but not an advantage to those forced to stow their bags under the seat in front of them, especially when the bags contain valuables that the airline does not assume any liability for in checked baggage, and recommends that you take with you on the plane. At least, not in my experience. I don't have a Twitter or Facebook account so I don't know how else to go about warning the public.

The flight was cancelled, and I was notified on 3/2/2018 via an automatic call. I was also informed the rescheduled flight would be the following flight to Pittsburg, PA. at 10am. But when I checked online for the flight status, the flight from Pittsburg PA was also cancelled. I tried to call AA’s customer service line but could not get through and I put a returned call request. The call came in around 2am but another auto response to let me know the flight to Pittsburg PA was also cancelled. At this point, I was in a pre-panic mode because we had a pre-scheduled cruise that we needed to board on 3/3/2018. With no flight in sight and waiting for AA to call me back on the status of my next flight out put me on a very anxious state. I had to also cancel our stay in an Airbnb place in N.O.

Finally, around 10:30am on 3/2/18, one AA ticket agent called me and told me that there weren’t any flights available coming out of Cleveland Hopkins. I desperately explained the situation to him that we must leave Cleveland and arrive in NO no later than noon on 3/3/18. I also told him that we were willing to travel to any nearby airports. After being on the phone with him for almost ½ hour, he told me that there wasn’t anything available by AA but suggested that I called Southwest or JetBlue ticket agents for assistance. I did.

Here is the fun part: The Southwest ticket agent managed to find me 6 tickets for my party flying out of Columbus Ohio (2 ½ hours of drive from my location). I ended up paying 3x more per ticket (x6) for the trip and instead of being in N.O., we laid over in Dallas TX overnight. We all drove separately to Columbus Ohio to catch the flight and paid for the long-term parking. And here is the best part: the flight was an AA aircraft!! When we checked in, we found there were many empty seats for “Upgrade”, aka, more money. Suddenly, everything was clear!! We were hosed by AA’s incompetency and its unwillingness to help its customers.

We stayed at Dallas TX airport overnight and arrived our destination in N.O. on 3/3/18. AA could have helped me and my children on the flight without additional costs, but they didn’t. When we returned to Cleveland Ohio, we found our luggages were tempered with, after double-checking the contents, they opened our souvenirs boxes and left them open. The front zipper of one of the suitcases was open and twisted. We flew AA before but never encountered such disrespect.

I reached out to AA for compensation for the difference in my ticket price and they refused. Their business model has based on pricing gouging customers and I do not think they will thrive in the future. I am thoroughly disappointed with their services considering they had the power to reverse their service flaws but chose not to. It is very unfortunate because they have just lost great customers. Asking for compensation: $4,000. Note: AA, if you are monitoring this complaint and willing to make things right, please contact me.

Original Review: March 13, 2018

Multiple, multiple delays!!! First time I chose AA, but never again. Flight delayed many times, then canceled and I was sent to Ohare. I understand this was due to the weather but return trip was even worse and the weather was fine. They said there is no crew for the flight! How is this acceptable? Multiple delays and flight canceled again with me standing in line to rebook. To top it off, I was sent to a Motel 6 (best available according to them haha) for the night! $7 for breakfast, $12 for dinner. Flight boarded and deplaned due to mechanical issues and then canceled. I had to go to Peoria instead of Bloomington or I would have lost another day. Wife had to drive an hour to pick me up. Wasted a whole day and half of work. Staff were not sympathetic or apologetic. I got 7000 miles in return which I will never use. A refund would have been better. NEVER again!!!

I'm now on hold for a supervisor. That's what doing business with American is like. Frankly, at this point I'm pursuing the complaint not in hopes of getting anything changed, but out of a malicious desire to cause some discomfort to the employees of the company that is putting me through this crap. That's what doing business with American does. This is the same airline that couldn't even be bothered to reply when I requested a refund on a flight after my father died. I will never buy a ticket from American again.

We stayed at a Marriott in Seoul and they were the opposite in terms of customer service. When they realized our situation they made an all out effort to make sure we enjoyed Seoul, we are waiting to hear what American will do after causing us to miss the opportunity of a lifetime. Will update when we hear from them, I supplied 10 plus pages of documentation per American's request. Obviously American Airline executives don't experience the absolute chaos that exist within the ramp crews in Dallas, how many of their bags marked priority like ours were, sit there while they take off on vacations with their families, Dallas by the way is American Airlines' headquarters.

As I'm walking in that direction another agent stops me before I could even make it to the counter, asking if I needed help. So when I asked my question about paying extra for the priority boarding, she stated we were first. She talked to me as if I should know all this information because EVERYONE knew that group 4 is first. When I asked how that was first if I have 4 groups ahead of me, she stated, "No. There are only 3 groups," and I was still first. She was then told me she didn't understand why I didn't understand. When I questioned her tone and her extra remarks of putting me down. She stated that because she felt I was being rude to her because I was upset about not understanding, that it gives her the right to be rude to me.

I was extremely SHOCKED!! That this was happening so I took a picture of her name badge so I wouldn't forget who she was. She immediately went into a rage, yelling at me that I could not take a picture of her and to give her my phone and Boarding pass now. I refused and explained I took a picture of her name badge and was going to talk with someone else... She chased after me and tried to stop me, grabbing our boarding pass and ID.

Again I'm SHOCKED!!! We had no choice but to follow her to the counter. Now she is at the counter with my ID and boarding pass, telling the other agent about how I don't understand about priority boarding. This other agent was assisting another customer, so now I'm really embarrassed and I tell her, "It's extremely unprofessional for you to have a conversation about me to another agent with customers around." The whole line of people behind me were looking at me and watching this whole thing happen. The other agent requested I speak with a supervisor and I agreed. Now this rude agent has taken our IDs and boarding pass to the back with her to get the supervisor. That doesn't make me comfortable, but I felt helpless. I felt she was going to keep our things and get us kicked off the flight and we wouldn't be able to make it back home.

Finally the supervisor came and I told her the other agent explained everything. While the other was extremely rude and on the defense for me asking a valid question. Still in front of her supervisor, she said I was having a bad day and was taking it out on her. Still causing a scene so the other customers could hear her.

Now I just wanted to leave and get out of that airport and away from her. I cannot BELIEVE that agent has the right to put her hands on me to grabbed my personal belongings. This was on 03/04/2018 on the PHL airport a little after 7:30am. Tenya was the agent for AA and I will be seeking legal counsel, I don't think it is right that these agents can treat customers with aggressive force and passengers feel helpless because of the fear of getting kicked off their flight.

I tried to get another airline but everything was already booked from Philly to Phoenix. We are now rescheduled for Sunday March 4 at 1 05 with a 3 hour layover at another airport. American had flights out Sat morning, Sunday morning. We are now down to 5 days with our daughter if we do fly out tomorrow. I paid extra to sit with my wife on the plane. I paid extra for insurance, we paid for a non stop flight. I waited an hour and 45 minutes to talk to a rep Thursday night. No one ever did talk to me, then Friday I called and they were to call me back in 1 and a half to 2 hours.

They called back nearly 3 hours later then hung up when I answered. We have had a negative experience every time we flew American. Their low price sucks you in and by all their negative ratings and reviews it is the only way they can get business. We will never fly AA again. Why are they still in business with all the complaints. They have zero disregard for their consumers. I travel but once a year normally to see my daughter, AA ruined part of this trip. I get bad weather, I don't get their numerous lame excuses and no accountability for their pathetic service.

Riot from all plane passengers, AA calls the police, the airline could not find hotel rooms, the only way to bear the next 5 night hours is in a hall inside the facility (Auditorium-shelter), in a old, smelly cot shared with more than 50 people. Snores, odors, all the passengers together in an small room. We had to leave this hole (having paid 2 First Class tickets to make my mom comfortable). We spent the rest of the night in an cold airport hall.

3rd. attempt: 6:00 am. We are all back to the plane, 30 mins later...who talks? Yes...the captain again apologizing because we will be delayed because of a miscommunication of AA, that caused that baggages from last night aircraft not to be in this new one on time. We departed 1 hour, 52 mins later. American Airlines: You gave my 76 years old mom (First Class), the worst 12 hours ever. I will keep publishing this in all social networks until I'm contacted by someone different than your Customer Service representatives with canned responses useless answers.

I called second time to customer service, explained all situation again, agent said me the same. I told drivers to go to airport, they told me that they were there and agents keep telling that I must do it online. I asked driver to handle the phone to that agent which was in airport and they don't want to talk to me! Excuse me? So how I can refund money back if nobody can help out and keep telling me the flight was cancelled but drivers have all proofs on their phones about all cancellations! Very very disappointed, still nobody helped us out. Do not use this airline, my suggestion based on experiences comparing to other airlines. And just know driver talked to supervisor, and supervisor said him that they already book the flight for them, even not asking which time comfortable or if they ready for today...And drivers have to fly now to avoid loss of 700$ amount...Ridiculous.

Original Review: Feb. 22, 2018

On Feb. 8. 2018 I flew to Honolulu, Hawaii on American Airlines. The trip was for my Birthday & Vacation. The trip was booked through a travel agency including roundtrip airfare. I had a layover in Texas with no problems. My problems began with the connecting AA flight going to Hawaii. There were three flight attendants I continuously had difficulties with during the 8 hour flight. They were rude, unprofessional & overall unfriendly towards me. I guess the skies are no longer a friendly place. During the flight, I started to feel their behavior towards me was intentional, antagonistic & discriminatory. There were several incidence of this unprofessional conduct... So I repeatedly asked the flight attendants for their names because I was going to file a complaint once I landed in Hawaii. They REFUSED to give me their names.

At one point I even said to one of the flight attendants "just leave me alone"... All I wanted to do was get to Honolulu & enjoy my trip, so I decided to try and go to sleep & file my complaint when we land. I was startled & awaken when a female passenger close to me was having a medical emergency. Disoriented from my sleep I made a comment "they need to take her to Emergency Room". I forgot we was in the air!! Once I was fully awake... I apologized to the female passenger & she understood I was startled & not fully awake & she accepted my apology... Fast forward it was time to de-board the plane & to my horror 3 Sheriffs boarded the plane, placed me in handcuffs, (how humiliating) & arrested me for disorderly conduct!! The flight attendants called ahead & told them I made terrorist threats!! I was mortified!! I never made any type of threats nor did I do or say any of the other things they accused me of doing/saying!!

It was a calculated move by the flight attendants to vilify me & paint a bad picture of me - to justify the 911 call for help. It was a classic case of "Throwing rocks & hiding their hands" -- How dare these flight attendants!! I found out 2 days into the trip American Airlines cancelled my return ticket & refused to issue a refund & refused to allow me to fly back on their airline!! I had to call back to Philadelphia & borrow $500 to get back home!! It was the worst flying experience I ever had on an airline. I do not know how American Airline employees get away with treating its customers so horribly!! AA should do a better job at treating its customers better & a more severe approach to disciplining their employees. I will never fly with American Airlines again... And I advise my friends & family against it as well. No one, especially a customer should ever experience what I did with American Airlines... Beware!!!

Finally we leave and the 14 hour flight is what you would expect of a 14 hour flight. Long. The bathrooms in the rear of the plane were out of order so there was almost always a constant line at the other restrooms. I finally land in LA where I have (thanks to the delays) about an hour and a half to make my connection. I receive my boarding pass in an orange envelope that is supposed to expedite my process so I can make my next flight. I get through customs pretty quickly and wait fifteen minutes at the claim for my bags to come down. I hurry with my bags following the instructions of the airport employees. I get to a rude man who is scanning the tags on everyone's baggage. He scans mine and gives me no further instruction so I head over to the line that says American Airlines. There are only 2 employees working so I wait about 15 minutes.

When I finally reach the counter, the lady takes my boarding pass and types on the keyboard for about 5 minutes never speaking to me. She then finally looks up from the screen and says, "So what's the problem? Like why are you here?" Word for word. I can't make this up. I then use every ounce of willpower I have not to freak out on this woman. I respond, "What do you mean why I am I here? Why are you here? I'm following the instructions I've been given!" She then informs me that I don't need to be there. I just need to take my bags over to the carousel behind her. I go to take my bags and she stops me with, "Oh wait, you can't make your flight now." I look and see that I have just under an hour to get to my gate. I tell her I still have an hour and she says, "Yea but you have to take the shuttle. You won't make it."

She then types on her board without speaking for another 5 minutes and I think maybe she's pulling some strings to help me out. She hands me a new boarding pass and tells me to take my bags to the carousel behind her. I respond, "Oh! So I can make this flight?! Great!" She then says, "No this is a ticket for the next flight." I once again try very hard not to lose my mind on this woman. She never asked me if I was okay with taking the next flight. She just gave me no choice in the matter. Not wanting to be kicked out of the airport I put as much distance between me and this woman as I can. I take my bags and do as she says thinking maybe the shuttle takes a lot longer than I imagine and I really wouldn't have made my flight. I get some food in my system and get a book for the now 7 hour layover I have to deal with.

Afterwards I take the same shuttle I would've taken for my original flight. It takes a whopping 3 minutes. 3 minutes!!! And I still had a freaking hour to catch my original flight and “I wouldn't have made it” according to the idiotic employee. It being too late now, I settle in for the layover. I go to the gate my ticket says. I wisely decide to double check once my flight gets closer and sure enough my ticket has the wrong gate. I go to the right gate just a few down from me thankfully. I catch my next much shorter flight. It is cramped as well but uneventful. I land after what has now been almost 30 hours of travel and I receive a text from American Airlines telling me one of my two bags is delayed... I live 4 hours from the airport so I now get to wait on them to ship it to me. Thanks American Airlines. You really know how to screw a person.

My family was waiting on me so I had to pay at that point, So I paid. There were luggage the same size as mine RED TAGGED. Why was I singled out? On my return back to Norfolk I paid The $25 since I didn't know what would happen again. I have travel with AA a number of times. Never had this problem. I think I should be refunded the bag fee. Others at claims that work there said it should have never gone to claims, it should be a carry on. AA will rip you off at the gate. Beware travelers. Customer Relations is not helpful. PLEASE AWARE OF AA TAKING YOUR BAGGAGE. On the return trip they dented my luggage at claims.

For the sake of time I will fast forward and say I finally connected with a representative and began the process of upgrading the flight again. She then explained that the flight upgrades mentioned and almost completed with the first representative were no longer available. Of course, at this point I was very upset given this two-hour ordeal was heading no resolve. I demanded to speak to a supervisor, prompting the reason for this email. Paula (Phoenix F-41) was rude, condescending and insensitive. She said that it was no fault of American Airlines phone system and that they had no documentation that I had called the previous 3 times. Then she made a remark that really insinuated a malice character. I stated that the client I was calling on behalf, was very well known and did not purchase the airline tickets herself and was donating her miles to ease the cost on the employer.

Paula then responded, “If your client was that high profile, she would just purchase the ticket and not rely on her mileage rewards.” I found this comment to be so inappropriate. I could not believe after the stress caused and the time wasted that this was the response I was getting from a supervisor. If this is the representation of customer service for American Airlines, I am very disappointed. I request that the customer service agent be reprimanded for the way she handled the call and that my client receive her upgrade as expected when speaking with the very first representative.

I will say that once on the plane and in the air things are usually good. Flight attendants are typically great. On the ground and dealing with actually getting into the plane is the biggest problem. And, don't expect any help from their Customer Relations department if you file a complaint. They just don't care. We're down to a few major airlines in the USA, and AA knows there's little competition. They just don't care if people complain because they understand, based on the math, that people simply have to fly with them because there's not enough planes from other airlines to go around to accommodate everyone, at least for flights within the USA.

I will certainly not use them in the future if at possible. They are just disingenuous and don't care about customers. If you are going file a complaint, it's better if you lodge your grievance with the FAA, because at least that way the numbers are tracked. Who know what AA does with complaints filed to their Customer Relations center in Phoenix, AZ. I bet most of them just go into the trash or are deleted off their servers without ever being addressed.

I'm keeping my fingers crossed that this is the last time that I receive the dreaded flight change notice from AA. My beef and frustration is with AA and their electronic way of changing flight routes and seating assignments without notifying the passenger especially when the passenger pays for upgraded premium seating. In general, we have enjoy flying with AA and the AA customer service staff was very courteous and professional. Unfortunately the process takes almost an hour to complete.

I use a variety of airlines and the standard for printing your boarding pass at the gate is 30 minutes prior to departure. I arrive at the airport just in time with no luggage and ask the man at the counter if he could print my boarding pass. He asked for a record locator and I could tell he was agitated that I didn't have it ready. Very rudely, he says he can't print my boarding pass as there was only 25 minutes until my plane departed and that I needed to be there 45-60 minutes prior. I asked him if there was any way since I had issues with checking in (showed him how the app wasn't working) and since there was no line at security for TSA which I have. He had zero sympathy and said no that the computer will not let him override it. I asked if there was anyone he could call that could override it and with an attitude said nobody can override it.

Now there has been one time where I have requested a boarding pass with less time than I had today and the airline made a quick phone call and printed my pass (United). The only option they gave me was to pay more money to take a later flight that would've left me in the same position of possibly not making my return flight home same day. I had to cancel my flight for a fee. Either that man had some serious hatred towards me for no apparent reason or American Airline is so strict so that they can profit off customers more than they already do.

I went to customer service where I was treated unfairly, they kept saying that it was a weather issue but it wasn’t. At first it was a truck malfunction and then half the trains stopped working and the rest were very behind. At customer service we didn’t get offered absolutely anything we didn’t even get an apology or anything. The lady booked us another flight and that’s it. This has never happened to me! I’ve always traveled on United Airlines, this was my first time traveling on AA and honestly I’m very disappointed and upset. I am currently sitting in these uncomfortable chairs waiting for my 10 am flight. I am exhausted! My grandmother passed away this morning and her funeral was tonight but I’m stuck at the airport. I did not ask for this. I paid so much for my plane tickets. It’s not fair.

Problem #2. The longest leg of the trip was from Dallas to Frankfurt and we flew a 787 Dreamliner. The seats were so small it was a terribly uncomfortable long flight. The armrests were too low, the tray table hit my knees and the back only reclined about 3 inches. Problem #3. During the return flight from Tel Aviv to Phoenix (routed through Phoenix on return) the handle in one of our suitcases was damaged in such a way it would not pull out of the bag. The luggage attendant at the Albuquerque was very rude and would not even look at the damage. I will not fly American again if I can avoid it.

After a few hours passed, it became apparent that we would once again miss our connecting flight. Again, we arranged for a later connecting flight out of Charlotte leaving in the early evening. Shortly after getting booked on the new connecting flight out of Charlotte, we were told that our flight out of OAJ was being cancelled due to the damage to the aircraft. We were then booked on a later flight out of OAJ, scheduled to leave around 5:30 pm. At this point, we’re the only people remaining at OAJ. Even TSA had closed-up since there were no more flights for the afternoon. With luck, a small concession stand remained open, so we did have some food. We soon found out that our 5:30 flight out of OAJ was being delayed by maintenance issues with the aircraft in Charlotte. The flight was rescheduled to depart at approximately 6:50.

Once again, the delay would cause us to miss our connecting flight out of Charlotte. At this point, since there were one ticket agents available at OAJ, I contacted AA direct for help and to complain about the poor service. The representative on the phone was able to place us on yet another flight out of Charlotte, leaving at 10:49 pm and arriving into Chicago at 11:55 pm. This is 11 hours after we were originally to arrive in Chicago! When I told the representative that I felt we should be compensated for the cancellations and delays, the response was that it was not AA's fault and that they would not compensate in any way. I responded by saying I would never fly AA again. She basically said, “We don't care.” in response.

I filed a complaint with AA and received a response this morning from Tony ** in customer relations. His excuse it that the aircraft was damaged by weather. I would guess since the wind may have blown the cargo cart, that is how they see this. He continued to explain that their approach is not to offer compensation in such situations. Well, if this is the way they treat their customers, they will not be given the opportunity to regain my trust. My family and I will frequently be traveling in and out of OAJ to visit my son while he serves there. While OAJ is a very small airport, I am fortunate in knowing Delta serves there as well. American Airlines will no longer see business from me or my family in ANY travel. I have never seen such poor customer service and response in any business.

On the day of my departure I called again just to ensure that I do not need to bring a carryon with clothing for the long layover. I was told again that we need to pick up our luggage. After arriving in Miami, we went to baggage claim and there were no luggage for us. We asked where our luggage were and was told it was held back for the connection flight. At this point we had to run to Walmart and purchase toiletries and extra clothing. This was an inconvenience for us.

On our flight back to the US our flight for Miami was delayed for 30 minutes no big deal. We arrived in Miami only to sit on the Tarmac waiting for a gate to come available for another 20 minutes. We had a layover of 4 hours in Miami, no big deal. We paid $809 to change our previous flight that had a 15 hour layover. We arrived in Austin at 11:23pm and went to baggage claim to collect our bags. Three bags came out and we waited for the 4th until the lane was closed, no bags! We spoke to an AA airline rep who offered to open a ticket for the missing luggage. We went back to our other luggage only to find that one of the suitcase was busted and items were missing. We filed a damage and missing item claim. We were told that our luggage was back in Miami and will be sent to our home the next day. Although we were disappointed we accepted their excuse of airplane was overweight which cause the luggage to be left behind.

We waited all day on 12/31/17 and no luggage arrived, we called customer service and was told that our luggage was retrieved from Miami and arrived in Austin at 6pm on 12/3/17. We again waited on 01/01/18 all day even after receiving an email with an ETA of 1pm. At 11pm when frustration really set in the luggage arrived. Our suitcase has huge tear in the middle. I called customer service to report the damage and was told that I will need to drive 65 miles one way to Austin airport with the luggage to report the damage.

After all the inconvenience, the broken anniversary gift, and the two days wait for our luggage on top of the delayed airline American Airline had the nerve to ask me to drive 65 miles to the airport with a broken luggage. This is by far the worst trip I have had and painful and exhausting phone calls with different issue to AA. There has been no resolution to any of the issues we experienced. This is another airline transport that is off my list to travel with in the future. I wish I could rate them zero stars.

They bounced the ball off the wall a little more then switched from my Father to me saying I had fraudulent activity on my card. Funny thing is my dad paid for the trip, not me. And I’ve never flown or attempted to fly with American Airlines in my life. They switched again and said that I could fly but I would have to pay in cash for a ticket to Thailand right on the spot which was $6000. We booked our flight and rooms for about $1500.00 each. Are you kidding me? How much sense does that make? So we already bought our tickets, paid for in advance which we have which should be irrefutable evidence to board. We can’t use that but we can pay $6000.00 right there and fly? Sounds a bit money hungry to me.

We were not refunded our money. It’s almost been a month. I’ve called their corporate offices every day as well as customer relations from emails to phone calls and they keep giving me the runaround. This is below American Airlines. Before this I had heard a few negative things about American Airlines but not enough to deter me from flying with them. Again we were not refunded our money or given any valid reason to why I couldn’t fly. This is below American Airlines. You ruined a huge trip for My father and I. There was obviously a mix up and it’s been almost a month and American Airlines still hasn’t given us a reason simply because there isn’t one and they need time to come up with a lie to justify their actions. I feel like American Airlines stole our money.

I presented my (FAA) approved case, as always compliant with all (FAA) regulations, policies and directives, and I'm certified by (FAA) to transport it. I was "Intentionally" lied to and intentionally mislead by a (AA) supervisor. I always call the airline before I'm flying and ask if there are any changes, and also (TSA). I was not allowed to transport my weapon, stating that if he can stick even his "Pinky" inside the (FAA) case, it's not going, at this point it was more "Personal" than "Professional", maybe he didn't like (LEO's), which I just flew two months with (AA) and there was no issue, with the exact same case.

I was told that TSA, changed the rules and it has to be a "Metal" case. In a panic, and actually pleading with them, that I was totally compliant. I had to call my wife up and she had to drive another back to the airport to pick up my weapon. I asked and pleaded with him, "What can I do, I don't want to miss my flight to see my Mom." I was advised by the (AA) supervisor that over in Terminal#1, Alaskan Airlines sells them, at this point I was literally running over to the next terminal, I watched the supervisors, laughing and telling me, well you have about 20 minutes.

As I went over to Alaskan Airlines, and desperately hoping they had a case, they presented to me, the same exact case I presented, to (AA). I had to change my flight time. I had already paid extra for an aisle seat, and had to fly five hours in the middle seat, and I paid extra for the aisle seat because, of my disability, having to get up a lot and stand up a lot and stretch. Sorry, when (AA) supervisors, intentionally, and willfully mislead or blatantly lied, and I was subjected to being mocked at and laughed at, in front of the traveling public.

I also advised them that I'm also a veteran, and because of the work I've been involved in for twenty seven years, I rely on my weapon for self protection. I was denied, and I will not stop until this hits the desk of the CEO of (AA). I want to advise anyone transporting a (FAA) hard sided case and in compliance, "DON'T FLY American Airlines." This has left me so emotionally distraught and "NO" one should be subjected to this type of behavior. Never again.

This is a direct quote from the email I received from AACustomerRelations@aa.com: “I have submitted your request for a refund of the unused portion (segment two) of your ticket and our colleagues in the Refunds Department will review your record to determine the applicable refund amount. Your remaining two segments of your ticket are still valid for travel on 11/17/17”. On the evening of November 16th I attempted to check in for my flight but received an error message. On the morning of November 17th I continued trying and received the same error message. Finally, I called the 800 number and learned that American had decided to CANCEL MY BOOKING, something that no one had requested, and I was not going to be on the flight.

Not only did American cancel my booking for no valid reason, I WASN’T EVEN NOTIFIED! Since it was important that I make it home, I asked if there were still seats available. I was told that there were, and I would have to pay the new price for the one-way ticket, which was more than the entire original booking combined! I asked for a supervisor who repeated this, saying that she didn’t know why American cancelled the booking and failed to notify me, but that I would not be able to fly unless I paid the new price in full on my credit card. I flew on Delta.

On a recent flight, where I sat in coach, but was two rows behind first class, I got up to use the restroom…in first class. The flight attendant stepped in front of me and said that the restroom for “my class” was in the back of the plane. Ok…mmm…let that slide, but rude. Soon after, I was on a flight where I had been upgraded to first class. I was minding my own business and watching downloaded programs on my iPad, all the way through the boarding process. Once boarding was complete, the flight attendant stopped near me, waved her hands, to get my attention, and smiled.

I took out my headphones and politely asked how I could help her and she pointed to my iPad and told me that if I had been listening, “like a good little boy” I would have known that I could not have my laptop out during takeoff and landing. I replied that it was an iPad and she threw her hands in the air and said, “little boys never learn and they don’t listen”. Several other passengers actually told her to leave me alone and that she was picking on me, as the rules state specifically laptops and I was using an iPad. I ended up putting my iPad away and was “a good little boy” so mommy dearest didn’t continue her wrath. So much for first class upgrade. Second strike, but mmm…let it slide. Also, I’m a 43 year old man, not a little boy.

Fast forward to this week and my flight from Louisville to Houston. Flight is delayed, but gate attendant assured me I’ll make my connection in Dallas. Connection flight starts to board, while I’m still en route to Dallas, so I land and sprint to my gate…only to find that the door is closed and the flight has left. They rescheduled me, but still…not an enjoyable time, running in boots and a backpack through 30 gates.

Departing this morning to come home, I arrived in plenty of time and checked in at the ticket counter. I had already returned my rental car and thought nothing more about it. Ticket agent smiled, checked me in and on my way through security. Moments later, I learn that my flight was delayed. Ok, a normal thing and no big deal. Well, I was delayed hour after hour after hour, until about four hours passed and I boarded. I make my connecting flight in Dallas and arrive in Austin 10 hours after I made it to Houston that same morning. The whole, “why did I return my rental and not just drive” crosses my mind. But wait…there’s more!

I get to baggage claim and wait the standard 20 plus minutes, in Austin, that I’m accustomed to. Only to receive an email from American Airlines that says that my bags are on a later flight and will be delivered for free, at a later time. So, off to the airline baggage area to speak to an agent. I wait there for 10 minutes, in room full of people with similar complaints. I finally check the app and it says that my bags were unloaded in Austin. I wait for another 20 minutes and I locate my bags in the carousel, grab them and head home…a lot more frustrated this time.

I get home, an hour trip from the airport, and grab my luggage…only to find that it’s partially open and both of the brand new locks that I literally just bought are missing. I open my bag and expect to see a TSA inspection letter, which is normal in my frequent travels, but find nothing but tossed luggage. It looks like someone rifled through my case, maybe because it is a hard-sided Pelican case, with Magpul stickers (for easy identification), snapped one of the two buckles closed and ditched the locks.

Now…now I’m upset. I call the airline, only to explain my situation and get transferred to someone else who asks the exact same thing. I get told that proof of purchase is needed, file claim forms are needed and then they say…”Oh, Sir, we see you are a valued member with status”. Really?!? Now you decide to reimburse me for my $15 locks and skip the claim forms because of my status? What happened to treating me right, all along, because just like the other hundred plus paying customers on those flights…I’m a customer and I’ve earned that.

How about not having TSA intentionally dump the internals of my tool bag, just to be rude, or drag my Pelican case face down across the parking lot and laugh (oh…I’ve been watching the airline baggage guys out the window) or speak to me without an attitude or, just maybe stop stealing things out of my luggage to include my brand new locks. I’m watching you American Airlines and I see that you are the new standard for horrible. I’ll work on my status elsewhere. You and I, are done!

I understand if the airline has a policy on one snack per customer but I'm seriously confused on how an official count is kept especially if individuals opt for no snack in the first place? She was continually frowning for the remainder of the trip and it just became uncomfortable at one point. I was an HR Manager for United and would never recruit an employee that had this type of energy.

This company is an absolute nightmare! I don't care if it's free. These guy are crooks. I would never support a company that disrespects people like this. They're a horribly ran company. All the miles of racked are for nothing! I will never fly American. You should never fly this company. I'm seriously outraged by their fees, lack of service, tardiness, rudeness, incompetence, lack of morals, no integrity, bait and switch tactics, laziness, and how bad they are ran! P.S - Beware of this disgraceful company! DO NOT fly with them! Go with another airlines.

She then stated she had to check with her supervisor and left the counter with my passport. I was getting pissed but determined she was not going to stop me from going on my trip, so when she left I started tagging my bags. She came back and said, "It's ok." She just wanted to ** with me, I am sure. It is no wonder the NAACP has issued a warning to ** travelers when flying with this airlines. I hope I never have to again.

Not only did I feel crappy about my experience with them, I also felt like it's not something I should have gone through while losing a parent at the time. I had to end up booking a flight with a totally different company, in which I paid an extra $1300 for. AA practically told me that my ticket was null at that point and they couldn't do anything about it (which I think is **, because you can always do something about it). I will never fly with them again. I'm super disappointed in the disservice they had and I really think their agents need more training.

I was asked by the women if I needed to stop at the women's restroom before we went down to baggage claim. I said yes and was gone for about 2 min. And came out and no-one was there and my belongings were just sitting on the wheelchair. I will never fly this airlines again and this will not be the last they hear from me. I’ve tried contacting their customer relations department 4 times now, and have not heard back from anyone. I tried calling their number again and the assistant says this is the only way to file a complaint. These big companies are just ripping people off left and right. Never again!!!

She purchased a room for the night (180.00) and American feels no responsibility to reimburse the room, they want to give an 80 year old woman a voucher good for travel in the next year for 200.00. I have never complained about an airline nor felt the disgust I do for American Airlines right now and will not fly on them again period. For them to not attempt to help this woman in her plight caused by them is inexcusable and demonstrates what is wrong with the Airline Industry anymore, poor service, charges for everything and no empathy for the traveler.

But of course... she sees this "NoWhere" in the notes, typical! I had to speak to a supervisor to override any fees. Also, they claim to have a 24 hour change/cancellation policy, for refunds or changes within this time. I needed to make a change to my reservation within the 24 hours after I booked. The representative tells me... the 24 hour policy only applies to the initial booking, the one I had to cancel due to the hurricane, that was made back in July 2017. I asked her, “How is that even feasible? My ticket had to be rebooked, and now you're telling me that the 24 hour refund/rebook can only apply to the trip I had to cancel???”. NEVER FLY WITH AMERICAN AIRLINES!!! TEAM SOUTHWEST AIRLINES ALL THE WAY FROM NOW ON!!!

We get to our gate. We wait to get on, however when our group is called we are told we have to check our bags. Confused we asked why and then said ok. But then she proceeded to say it was 50 a bag and we each had one so it'd be 100 dollars to check 2 carry on bags! At this point I was upset because we specifically asked about this before even going through security and getting to our gate. If we checked it before security it would have only been 50 for the both of them. But since we were at the gate they were charging 25 a bag plus 25 conveyance fee per bag. I tried to explain that the lady with American Airlines told us we didn't need to check them in.

Her come back, "We are trained to not apologize. You seen the screen when you checked in, so not my problem." Are you serious. So you train your employees to be rude like that? I work with customers and guests everyday and I fire my team members for being rude to my customers. So I then agreed because the plane was already boarded and we really needed to get on, asked if I could pay for both bags together so one charge on my card. She said it'd be an additional 10 dollars to run both bags on one card. Again I said, "Ok do it," she said, "I already ran it for one so it'll be two transactions." But guess what, somehow my card was declined for the second bag. I have way more than enough to cover that in my account and was looking at my account, I said, "Run it again." She refused. Said that we had to go out to main area. Said that my card was declined. Only my husband or myself could board. Not the both of us...

Like who's going to want to leave someone behind and get on a plane without the other person. At that time both ladies at the desk went and closed the door to board the plane and said my 50 that she already charged me would be voided and I wouldn't be charged. Once downstairs we had to get standby tickets for the next flight that leaves at 1025. Which makes us later than we were supposed to be. We had to pay for bags again saying our money should be refunded from the lady who wasn't trained to apologize to customers. We fly often and we will not ever fly with American Airlines ever again. I'd rather pay less and ** service. Don't waste your money on this airline. Go with Delta or Southwest. Anything but them!

We were told by the American Airlines agent, "No you will not be charged a second fee to check the bag in for the second flight", we decided to check the bag to DFW and to make arrangements to sleep at a hotel near the DFW airport. When we came back for the second flight we were charged a second baggage fee. We told the American Airlines agent that we had been told in Anchorage that we would not be charged a second time. The American Airlines agent said that we must pay to check the bag because the computer is telling her that, but that we should dispute the charge with American Airlines. I paid the second fee that we were told we would not have to pay and then contacted American Airlines to dispute the charge. I had back and forth exchanges with them by email but they refuse to refund the second baggage fee.

Let me be clear, I specifically asked American Airlines if I would be charged a second fee before taking the action that resulted in the second fee and I was told by American Airlines that there would be no such fee. I was lied to by American Airlines and they have no integrity and refuse to live up to their own words. They told me I would not be charged twice and then turned around and charged me twice. No integrity whatsoever! No respect for the paying customer. I fly for work a few times each year and will not be flying with American Airlines for as long as their theft of a second bagging fee remains in their possession. They have my baggage receipt numbers and the flight numbers and my email address based on about half a dozen exchanges.

I asked twice if I can cancel the flight with them because I needed to flight Sept 12. He told me, "Yes you can do it before 24 hrs." Sept 12 I called them to cancel because I found a flight to Miami for Sept 12, and a very very rude representative told me she cant give me my money back. It is not my fault they cancel. How they are going to sell me a ticket if they were not sure the Miami's airport was open. Everybody here in Miami told me: How American Airlines don't know the airport is not sure is going to be open Tuesday if it in the news they told that. In conclusion American Airlines stole my money.

I already have a ticket purchased to Durango, on October 3rd. I decided no reason to change this ticket, I had hoped being that there was a hurricane, American Airlines would show compassion and empathy for passengers and allow refunds. Of course that is not the case. The supervisor on the phone told me that they will however waive my fee for changing my ticket. They seemed to think this was very generous of them to do. The lady proceeds to tell me I have a year to use the ticket. Then corrects herself and says a year from the date that I purchased the ticket. Wow American Airlines, way to be supportive of our citizens during this time of need.

AA has chosen where to draw the lines that limit their liability and responsibility to make things right. It would have taken precious little effort to fix this problem, but all they would offer was a refund on my ticket and I was stuck purchasing another fare - via Delta - last minute at more than three times the cost of what was refunded. American Airlines has lost my business. I have been travelling long enough to know that some companies will make an effort to make things right, even when it's just a matter of poor circumstances (weather). I'm complaining because I think American Airlines should review this policy, especially in light of disasters like hurricane Irma. A little more flexibility would mean less money going out in refunds and more clients happy with an airline that made the effort.

I called my Hotel and because they were all booked through the week, they couldn't extend my stay so I called back AA asking if they could help me with anything, possibly get me into a hotel and they basically said, "Sorry, we can't accommodate you, you're gonna have to pay for another hotel after you check out." All other hotels? At LEAST $200 a night and I wasn't even sure how many extra nights I'd need to stay in Pennsylvania because the lady didn't know if she'd be able to get me on the Tuesday flight home, so basically, I was going to be stranded in a city I had never been too and had no prior knowledge of for possibly 2 days and American Airlines could care less.

I was even fine with sleeping in the airport for a little bit because I would've had NOWHERE else to go and they also said I couldn't do that. I had to end up canceling my entire trip in fear of being stranded in Philadelphia alone with nowhere to go and no idea when I'd be able to get home and when I called about a refund, they gave me a very monotone answer and said it'd have to be reviewed and that they "weren't sure". What a shallow company. Thanks to you, American Airlines, I am STUCK in Florida in the direct path of the hurricane! At least I have somewhere to go, which is more than what you were willing to give me!

I asked for credit but in order not to be charged the $200 processing fee I had to use the credit by 9/11/2017. This time frame is still the same time frame of the Category 4 storm that is due to hit Florida. And I would also be charged a $50 processing fee in order to cancel the ticket. The fees that they want to charge me for processing and cancellation are more than I paid for the airline ticket.

My second bad experience with American Airlines is in April, 2017 when we were flying from Chicago to Austin. I was flying along with my parents and yes we are immigrants and legal. I was feeling proud that I showed them Chicago but, the flight attendants of American Airlines had bad customer service. They did not even asked us what we want to drink. Me and my parents would have just requested for water. We started very early to catch the flight on time and all three were feeling so thirsty. But, the flight attendant asked the people who were sitting in front of us and also back of us but not us.

We three were the only Indians who were flying in that flight as it was a working day. When my mom asked me the reason for not offering us water, I lied to her that the attendant might have forgotten. But, I know that’s not true as she was continuously serving to each seat row but wontedly skipped our row. This is the way American Airlines treat its customers. I would never want to book this flight again.

Anyway she grabbed my bag and put it in her carry on measuring device and announced that it was over size. I said - "no it's not - you need to properly place in the sizer" - so she pushed it down so it rested on the bottom of the sizer. The bag came in just below the top of the white line (the size for carry ons in the overhead), however she still tried to tell me that it over size. I told her no it wasn't and asked her if she had a problem with her vision. Her face got beet red and she handed my bag back to me.

This is absolutely ridiculous. The airlines nickel and dime people for everything. I totally get the carry on size limits - and over the years I've seen other people trying to get on with big full size suitcases and I just SMH. But this type of nitpicking is doing nothing to make people want to choose American Airlines over someone else. Not to mention her conduct was extremely unprofessional.

Quite frankly I try to avoid United and American and try to fly JetBlue and Southwest whenever I can, primarily because they treat their passengers with respect and consideration. There are cases however when choosing American is based on flight schedules and convenience. On my return flight to Boston on September 1, I was talking to the woman sitting next to me and she told me of similar experiences with American. Well the lesson learned here is avoid American Airlines at all costs just like I try to avoid United. Amazing how these airlines can't figure out why there's such an adversarial relationship with passengers.

I have an autistic 6-year old son and a 10-year old son. Every airline I've ever travelled on seats parents with their young children. Apparently, American Airlines is different. So they had our entire family seated in four different rows on the plane. The flight attendants were not helpful at all (honestly the worst I've ever experienced) but thankfully two kind passengers switch seats so that I could sit in a row with the children. I don't understand how an airline would think it is okay to seat a 6-year old child by themselves on a flight especially a child that they've been notified is autistic. I'm really upset about the anxiety they put my children through.

On our return flight on 8/26 (American Airlines flight 1819), we ran into another issue because we had missed our original flight to Florida. My husband had purchased his ticket directly from American Airlines so his return flight was unaffected. I purchased my ticket and the kids tickets on the same American Airlines flight through Expedia.com. But because we missed our flight going to Orlando, they automatically cancelled our return flight to Washington DC without notifying me. My husbands return flight was not cancelled.

When I called Expedia.com they acted helpless and said it was completely up to American Airlines to try to help me. When I contacted American Airlines for assistance, I spent over one hour on the phone and was told that my return tickets were cancelled because I bought a discount broker ticket (through Expedia.com) and missed my original flight on 8/19. This left me in a position without return tickets home for me and the kids and was told I had to buy new tickets again. This sounded very unethical to me and I asked to be transferred to a supervisor. He was able to reinstate my tickets for an additional $50 per ticket. I paid the additional $150 so that I could get back home with my kids.

The return flight was just as bad as the trip going. Once again, because my tickets were affiliated with a discount broker I was treated like a second-rate passenger when I got to the airport. I couldn't check in with self-check. Then when I got to the ticket counter, they wouldn't assign seats for me next to the kids. They said I had to wait to speak with the agent at the gate for assistance. The agent arrived at the gate 23 minutes before boarding and said she'd see what she could do to seat me next to the kids. Thankfully she was able to get two passengers to give up their seats so that I could sit with the kids.

This treatment was all because I purchased my tickets through Expedia.com. My husband didn't experience this nightmare because he bought his ticket directly from American Airlines. I think it's very unethical to have different standards of treatment based on where you purchased your tickets on the same flight. If American Airlines doesn't want passengers from Expedia.com then they should not make their flights available there. And Expedia.com should be aware that because passengers are affiliating with them, they're receiving bad service and Expedia.com should step in to assist rather than acting helpless.

I doubt anything will come of this complaint, but at least I feel like I've done my part in warning other parents with young children to be aware of the poor treatment they will receive traveling on American Airlines through tickets purchased on Expedia.com. You already have your hands full trying to travel with young children that the extra headache and nightmare are just not worth it.

I fly four to six flights per week for my job and I do periodically fly other airlines than American and I will be the first to admit they all have huge customer service issues and as more and more go bankrupt we have less and less choices. But I will go back to Southwest and pay the slightly more money per flight, but I know that their policies like this are very customer friendly. I won't get the comment of just sit down, shut up, and wait 7 days until the airport re-opens. If I ran my business like AA runs theirs I would be out of business.

She called AA that we will be there to pick her stuff up and provided our IDs. We went there Aug 22nd morning and the lady we met at the luggage claim A15 could not be less helpful. She yelled at my wife for "bothering" her and "I don't understand you" while facepalming. We provided the baggage claim# and said: "We want to know if these bags are here." She rolled her eyes, told us they are not, and they are at BDL. I do not want to ask why they are at BDL after AA told us to pick up here and asked for IDs. That AA employee had one job and she blew it so badly. The sole reason I am writing this review is that this unpleasant experience was not a coincidence. I have had that kind of crap for years.

I had to board my connecting overseas flight without the bag. Now I am overseas and have contacted AA several times about my bag. They have told me the bag is at JFK, but that's it, no info on when or whether it will make it to my connecting flight. The bag was tagged to arrive at my final overseas destination when I checked it in at Reagan, but AA is avoiding all responsibility for not rerouting the bag onto the 4332 flight. Extremely frustrating because I am overseas with only the clothes on my back and no idea when or if my bag is going to arrive despite my repeated efforts in trying to move the bag along the process chain. AA has clearly washed their hands of any mishandling.

Thank you American Airlines. You deserve to die your corporate death. No when making reasonable decisions no one caring and quite frankly you cannot survive in a competitive environment with such flat-footed processes and people unable to make individual names.

Beverage cart was taking a long time to get to the end of the aisle for me to return my seat so I sat on the flight attendants pull out chair. Beverage cart makes it back there and The old hag female flight attendant who is menopausal I assume start screaming at me in front of everyone on the plane that she is going to fine me for sitting on her seat. I Immediately apologized and told her I had no idea that I was not allowed to sit in that seat But she kept on screaming and humiliating me in front of everyone on the plane how I was going to get a fine. After realizing that this woman was losing it I told her to go ahead and give me the fine and I went back to my seat and went back to sleep??? Second incident, I'm woken up to the wrong name and being told I'm being arrested for being intoxicated. More humiliation.

Denver police had to come get me off the flight to do alcohol testing which I passed. I volunteered to do a breathalyzer and they would not let me do it and I got to watch them laugh and giggle and waste my time with the flight crew About my faith. American Airlines employees treat their customers like ** with no consequences. I will never fly American Airlines again and you shouldn't either, all the flights have mechanical issues and they hardly ever leave on time. So if you have a connecting flight you're screwed. I'm going to pass this review on every bit of social media that exist.

They were taking carry on luggage off the plane and I saw the man bringing my bag. I walked towards him to get it and he starts screaming and yelling at me to get back. No one had said to stay in a specific spot, there was no sign, just screaming & yelling. I was very embarrassed & humiliated. I finally got my bag, ran in the building & to the nearby gate. Asked them to check and see if my flight had left, was delayed, or if they were holding it (I was told it may be held as several people needed to make the connection). The gate attendant said curtly "Just go to your gate". Walking away, I heard other attendant laughing loudly & mockingly saying "Did she just ask if they would hold the flight" like I was an idiot, more embarrassment & humiliation.

Again I am running trying to make it to the next gate (from gate E25 to E17 at Charlottesville). I am 64 yrs old with 2 bad arms and my hip had been bothering me for last 2 wks. Now, feeling anxious, exhausted, both arms & hip hurting & am running as fast as I can to make my connecting flight. I reach the gate, am told my flight has left (it's still there, just refusing to allow anyone else to board). I ask them what I am supposed to do. They said they could put me up in a hotel, I explained I had people picking me up in Manchester & really need to get there that night. Said they could get me on a flight to Boston (over an hour by car from Manchester) but there was no other flight to Manchester.

Explained several times that I was feeling flushed, nauseous, & needed a minute. His response was "I need to know what you want to do". Told him I would go to Boston, he replied "you have 10 min to get to the gate. I asked if I could get transportation, he said "I can get a wheelchair, but I don't know how long it will take". Fearing I would miss that flight too, I said forget it & start running to the next gate (E17 to C10). Truly thought I would not be able to physically make it, feeling worse on every step.

I finally arrived at the gate, exhausted, nauseous and in pain, only to be rudely ignored by the gate attendant when I tried to talk to them. When I boarded, I was assured several times that my luggage would be on the plane with me. I did not get my luggage until almost 24 hrs after I landed, it's a new set of luggage & was returned to me damaged (so many hoops to jump through to file a claim for the damage that I found it impossible). I was also told there was no allowance to purchase necessities due to luggage being delayed, so went without until my luggage came only to find out this was not true. Whole experience from start to finish was terrible. They offered me a voucher which is useless to me as I have no plans on flying in the next year and would certainly not ever fly American Airlines again.

Since the merger with US Air we are not allowed to contact their Customer service dept by phone anymore. I emailed them yesterday and received this formed letter back to call Customer service, not answering any of my questions or concerns. It also says DONT respond by email. Obviously they don't care at all. I am the National sales manager for my company and will try to have my sales force use anyone but American Airlines.

She approached another AA attendant and the option was to be on standby for a 11:25 pm flight and she would arrive at her destination at 1 pm the next day which meant she would need to sleep at airport at DFW IF she made the flight. Eventually she got on another flight and arrived at a different location and then it all worked out. My problem was that all agents for AA were RUDE- NON-CARING - individuals. My daughter is 18 but clearly looks 15. You would think that AA would not want a young girl walking around LAX or DFW waiting for flights in this day and age. However, they really don't give a **!

It is shown on the boarding pass that doors close 10 mins before departure. I get this. However, we paid for a seat, we checked in at the airport so they knew she was suppose to get in the seat on the plane. WHO did they give the seat to that we paid for? Probably a crew member or stander by. If stander by then they made money off of the seat I already paid them for. What is the point of checking in your flight if they are going to leave the airport without you? There was no final boarding call - nothing!!! It was as if they said to zones 4, 5, 6, 7, 8, and 9... Hurry board as fast as you can!!!

I have flown many times and it always take a long time to board a big plane... There is no reason to shut a door when you know passengers have checked in at the airport and are there to board. That is zero customer service. AA does not care about their customers at all so I am going to give them as many bad reviews as possible on as many sites as possible and I will never fly this airline again... I don't care if they are giving seats away... I would rather pay a higher price and know that I have a seat on the plane than fly AA and be treated so rude because my purchase doesn't matter to them... They have plenty of people apparently that will sit in my seat that I paid for. RUDE!!!

5 hours and countless phone calls to everyone and an online complaint filed... they respond with run around and some odd information concerning possible issues or problems... next step... filling with the Tx DOT... clearly breaking ADA and TX state law... Issue 2... A travel voucher issued for an oversold flight... unlike most airlines operating in the US today, American chooses to give the customer a ticket like voucher that can only be used by either a. mailing it back to American OR taken to an airport by the customer. Other airlines, give customers a hard copy ticket like voucher but put all monies/credits online to be used as needed. However, due to the above issues with a service dog in training, this voucher cannot be used.

Again, after hours at an airport and hours on the phone, which include on brash young reservation person to yell and carry on and say that getting a voucher for volunteering to be bumped was a "privilege" (say what? you volunteer to help them out on an oversold flight and their worthless voucher is a privilege?), the final conclusion was... too bad, so sad... American will NOT extend the time on the voucher, nor will they issue any money back... It is too bad that American does not read or monitor this site... they should... by far the WORST airline customer service out there...

I then took the day off work... but the bag never arrived. Several phone calls later, what we know is that they can't find our bag and that they really aren't particularly concerned about it. Almost every representative that we've spoken with in the baggage handling customer service department has been less helpful than the one before. They cannot locate the bag and they're "not sure what else to tell us at this point" (that's a quote). Meanwhile, I'm out an expensive Rimowa bag and several thousand dollars in clothing and other items. Some of them with sentimental value and which can never be replaced. Any effort at replacing our items will doubtlessly be a tedious and time consuming process and I'm sure will be laden with red tape and bureaucratic obstacles. And they won't even begin that process for 5 days.

Even though they admit that they can't locate the bag and it's coming up on 48 hours here shortly. American Airlines is a joke... they lose your luggage and then basically laugh at you when you seek assistance. Two days later and they have no idea where our checked bag is now?!? This has to be the worst and least helpful customer service in the industry. The poorly trained customer service reps at AA are flippant, unhelpful, and totally unsympathetic to one's plight. The fact that this airline carries the name "American" in the company's moniker is a disgrace. If you value your personal belongings and don't appreciate being treated like yesterday's used up garbage... do yourself a favor and either find another airline to fly or just stay home.

On second occasion, my mother was supposed to fly the same flight from Miami to Madrid. The plane was delayed 9 (!) hours. Poor passengers had to wait at the airport, with hardly any food available, till 4 a.m. for the flight to leave.

Imagine people with little kids! My mother started having heart problems, so she had to leave and couldn't wait for the flight. I had to get her from the airport in the middle of the night. American airlines offered to rebook her on the first available flight. When I told them that my mother cannot fly the first available flight, since she needs some time to recover after her ordeal, I was told that I have to then pay a $200 change fee. I decided to buy her another ticket using a different airline, and cancel this one. I am still waiting for a refund. After I wrote them an email describing her experience, I was given an eVoucher for $200 good for another flight. Of course, this eVoucher cannot cover the cost of a one-way ticket I had to pay to get her home. What a nightmare!

Please help me someone so that I get my daughter her stuff back. I checked in my suitcase with American and now American is asking me to follow up with British. Please someone support me to fight with American and help me get my 9 yr old daughter's stuff back to her. Disappointed, highly irresponsible... How can they lose my suitcase?? I would suggest everyone never to fly American or British because they are expert in losing suitcases!!! Such a bad bad bad bad experience!!!

Never happened. Call the night before - hapless agents said they were locked out and couldn't make the seat change "but it could be fixed" by paying $20. Clicking on the "Check in" email locked you out? Really? Pay you and you can miraculously fix a mistake you made? Absolutely the worst airlines, worst customer service, worse agents. Child was not ticketed with the family. It should be called Unamerican or America should ask for its name back.

Unfortunately, he did not arrive in El Paso until 4:00pm mountain time on today MONDAY JULY 24TH 2017 which means he traveled a day & a 1/2 for what was supposed to be a few hours journey. I spoke to at least 6 customer service representatives all of who provided me with very different responses related to when he would actually arrive in El Paso Texas; one representative had him re-booked to a plane that would actually make a u-turn to only return to Dallas. Why? NOT TO MENTION ONE COMPLETELY DROPPED THE CALL & ADVISED SHE WAS TIRED, HAD BEEN UP ALL NIGHT & SPEAK WITH THE AIRPORT (which means in short she wasn't dealing with our concern). Are the representatives required to provide similar information to flyers if NOT the same??? This was not a free sponsored trip neither was it a vacation. He actually traveled for a family funeral.

Now here what's upsetting & disturbing. He (our soldier, not just mine) advised that inconvenienced flyers were provided with hotel accommodations, transport & meal accommodations. Well tell me what the hell happened to his accommodations of any of the above I mentioned. NO, HE WAS LEFT IN THE AIRPORT & NOT OFFERED A COLD BOTTLE OF WATER. So because he's a young soldier American Airlines took advantage of him. Again please review the confirmation of ** & provide an explanation & either make good on arranging a ticket for future travel, hotel, meal accommodation or a full refund.

This is unacceptable & clearly unfair treatment of our service men & women. He's exhausted this evening & so are his love ones. Yes, unforeseen emergencies occur but have a contingency plan in place at least for our men & women serving this country. I'm appalled & so is he. By the way one of your representatives advised that we express our concerns & expectations of this FAILED JOURNEY.

There was nothing open and it was awful to hear the overhead speaker repeat non-stop about keeping track of your baggage. The next night, of course the plane was oversold, but I did get on the flight and to my tour group but missed an entire 36 hours in Paris with a travel group, and I was traveling by myself. So far AA has offered me $200 in a voucher, that won't get me anywhere that I can't drive to. I was so disgusted with this airlines, I will hope to never fly American Airlines again. They are large enough where they should have had a morning flight to accommodate all the people they inconvenienced. Or Charlotte needs to act like a big airport and have hotels available for all the people stranded in that god forsaken place.

It was awful! I was in that airport for 26 hours when I was to be touring spectacular things in Paris. I had to make multiple calls to hold my hotel room, cancel and re-arrange pick up for the next day, etc... In addition flying back? The technology was so annoying for a 10 hour flight? You had to punch the TV screen just the right way to get things to happen. That said, the crew was as nice as possible considering the situation they were presented with. I would hate to have their job, as they clearly have limited resources including up to date functioning planes and enough crew to staff them.

Oh, and when you check in? You constantly have to pay more to get a seat! When did that start happening? Otherwise you are stuck with a middle seat! I paid to upgrade on my original flight from JAX hoping to get my bag on, and it was such a small plane, everyone had to have their bag go into cargo. That was rather deceptive too. The whole AA trans-Atlantic experience was a huge disappointment.

Even though I was not checking my bag and carrying on-it is my fault not knowing the policy. They do not care about my item that was stolen and do not think it's their fault even though they made me check my bag. The icing on the cake is when I got to my seat, there was plenty of room in the back bins to have put my bag. So I lose $125 because they made me check my bag I was carrying on and they don't cover electronics. Their Customer Relations people are terrible and uncaring.

When I arrive to Miami they tell the connection to Mexico is the next morning, Tuesday July 25th. (As you can see I've already spent 3 days of my life to fly to Mexico). In Miami at least they put me in a hotel close to the airport but they gave me so meal vouchers for 12 USD to eat, of course it wasn't enough for a pizza and a coke so I had to pay the difference. I lost one day of prepaid day in the hotel in Mexico. Now, when I'm heading back to Santiago it was even worst. I take my flight Mexico-Dallas, just one hour delayed. When I land in Dallas and get to the door to go to Santiago AA 945 everything seems great. We start boarding the plane and spent around 2-3 hours inside the plane without AIR, all of the people inside started to sweat because in Dallas had 36 C of temperature.

Finally, AA thinks and make us unboard the plane and get back to the airport. We wait one hour (at this point we had to leave around 8:15 pm and it was like 11 pm already). Then they make us board ANOTHER PLANE, this plane was more comfortable they start doing some test and we spend around 2 hours more inside the plane. At 1 am they tell us that SADLY the plane couldn't leave, and they had no hotel available near the airport so we had to sleep in the airport and they couldn't give us our luggage because it was inside the plane. So pregnant woman with kids, old people, sick people had to sleep on THE FLOOR of Dallas Airport. And also without any food because they gave us meal vouchers and nothing was open in the airport.

Finally 10 am of Saturday July 22 we board the plane, 10 hours ahead to get to my destiny and ANOTHER DAY LOST OF MY LIFE THANKS TO AMERICAN AIRLINES. On the plane the stewardess were so unfriendly, they gave us like a yogurt at 11 am and nothing more until 5:30 pm. I mean they didn't gave us lunch or anything to eat from 11 to 5:30 pm. Also I'd like to say that customer service is horrible, the persons that attend on the airport were the most UNKIND people of the world, they shouted at us, they threaten us telling that if we didn't stop complaining they were going to take us the plane tickets. Even I saw one of the executives from American confronting one of the people telling him if he wanted to hit her, and this person was only complaining about his pregnant wife. IT WAS CRAZY.

Here is the list of events so you can understand the problems: July 5, 5 AM -- LGA airport NYC checked in and waiting at the gate for Flight AA #2177 Departing LGA at 7 am for DFW. 7 AM -- We are all on the plane waiting for take off. Captain gets on the loud speaker and says we are overweight, so we will have to unload fuel to be at proper weight capacity. 7:45 AM -- Take off for DFW. Great flight, actually arrives on time. I am able to make the lunch meeting I scheduled with a Dallas-based client. After this, everything goes south. I arrive at Dallas Airport for DFW Flight # 5871, departing at 7 pm for San Luis Potosi, Mexico, as always 2 hours before international flight. I am there from 5 pm at the gate waiting.

6 PM -- All passengers are called to stand in line to show passports and tickets. Only one airline employee was checking, leading to nearly an hour standing with my bags. 6:30 PM -- It starts to rain, thunder and lightning. No announcements were made, I had to find out from Googling DFW that planes and flights were grounded. 7:15 -- Still no announcement, I had to go to the counter to find out what was happening. They said they were waiting for the plane, which had landed, to get to the gate. 8 PM -- Weather clears up, sunny skies, beautiful sunset. Plane gets to the gate, people from that flight get off, and we are all excited to board soon. 8:30 -- Nothing... 9 PM -- Still nothing... Go and ask again what's happening, they say that they are waiting for a new crew to come, that they are in another terminal and heading our way. 9:30 -- Still nothing.

10 PM -- I did not see them, but apparently the crew arrived. Then the co-pilot says he is sick and must get off the plane, so they are now searching for a new co-pilot. Again, no one says a thing on the loud speaker, again I had to go up and ask what was up. I was told it would be resolved soon. I asked if they were cancelling this flight? "No, definitely not." 10:30 -- Still nothing... 11 pm -- The pilot says he must log out, for some reason he doesn't want to fly now. They are searching for a new pilot and tell us to stay, they will find someone. 11:30 -- Still no news... Flight is still not cancelled. We're now waiting for the new pilot and co-pilot to land from Houston and bring us to SLP. 12:00 -- New pilot and co-pilot arrive, everyone applauds and we are super excited to finally be on our way. Everyone is so exhausted.

12:15 -- Through an employee's walkie talkie we can hear the flight is being cancelled, and suddenly on the screen we see the big lettered CANCELLED in red. NO announcement from anyone. Nothing. We are all in chaos, no one knows what to do. People start making long lines, but there is only 1 person helping at the counter. We see the Pilot and crew walk off the plane, they look very angry. We are all very angry. 12:30 -- I find another ticket counter, the one that they had was averaging 10 minutes per customer. They re-issue my ticket for 10:40 AM, the next day. I ask for a hotel and they say they don't offer that - we have to pay ourselves, or sleep at the airport. I am left stranded. In the process of walking around like a zombie, a DFW helper says she will try and get me into one of the airport hotels (there are three), and we find they are all sold out!

At this point I am walking around with 3 other passengers, and the DFW attendee takes us on the tram to Terminal D where she thinks she can set us up with cots. 2:30 AM -- We are finally given cots, and set ourselves up in a quiet gate to rest. At 5 AM, we are all awoken by crazy noise and people coming to the gates for their flights, and we are moved out. Luckily, I have an American Express card, so I could use their lounge to shower, and was treated with respect, given a great breakfast, and had a place to wait for the next few hours. This was the only pleasant experience we had.

I don't know what other information you need. The gate staff had no idea what they were doing and did not communicate. Talking with other passengers, we realized we were each given different conflicting stories. I talked with the DFW airport manager, who said all the other airline's flights took off after the storm except for American Airlines. AA was in total disarray, and DFW claims there were no continued weather issues that would cause all this. They also expressed disbelief that no hotel or compensation was offered, since the airline cancelled their own flight due to crew not showing up or not wanting to work. As a long-time customer, I hope this can be resolved quickly and easily. I have lost time, and more importantly, business because of this. I am requesting they can actually admit the terrible arrive, no help, no hotel, no compensation. I want my precious miles back!!

Once I mentioned this to the customer relations representative, she said "well that's the way it is." Well why isn't that Non-transferable language in the terms and conditions? I expected it would not be a problem and that an additional fee would be assessed, which I was willing to pay. But American Airlines is not willing to change names on the ticket, very inflexible and I am disappointed in this airline. We fly AA at least 6 times a year but will now be looking for another carrier to continue our travels on, as well as my business and client travels also. American Airlines SUCKS!!!

I filled out the form and then it said I could not get a refund because it was a non-refundable ticket, but it didn't say that my filling out that form cancelled the re-booked ticket. I called back and they sent me to tech support that talked me to the same refund page. No help there... I called back to an agent and they said a refund would take 7 to 10 business days after a review but they were vague about whether or not I was even due a refund. So they rebooked the rebooking and I got zero satisfaction, only aggravation. I will never fly American again.

I believe they sent us back to deplane to get around the law of sitting too long. Then flight canceled and 3 hours to get luggage, 50 people just waiting. Agents and management just standing around while 3 incompetent employees in baggage claim make excuses, one could barely speak English. At the same time we watched Delta associates hustling, including management to assist customers. I've started booking with Delta but I'm stuck with American as I fly out of Charlotte weekly. Just an awful airlines, basic customer service does not exist.

Once we got back home, we submitted a request for a refund of the tickets, considering this was not our fault that the airline made a mistake. After numerous emails back and forth with Shannon **, we got nowhere. I called the airline to try and get a hold of someone that could be of more assistance, and the woman on the phone was very sweet and said I should go to prefunds.aa.com to submit a refund of the ticket and try to get in contact with someone else.

Eventually Shannon called my husband's cell phone and I spoke with her. She was incredibly rude, raising her voice at me and interrupting me when I was trying to explain the situation. She said there was nothing else they could do and that she was not going to be of any more help. I told her I was going to go to someone else in the email 10 minutes prior to the phone call and (what a coincidence) she called saying she was the only person that would be able to handle the refunds. Now, I spoke with the customer service woman on the phone who said there were many people in the customer relations department and that she was sure I could get someone else.

After flying a miserable flight on American Airlines and dealing with such a horribly rude, impatient, worst customer service oriented woman I had ever spoken with, I will absolutely never be flying with this airline again and will be sending a letter to whoever owns this horrid airline to let them know the disgraceful behavior of the customer relations department. I personally work in customer service and know that this is in no way how you would ever deal with an upset customer. If the business is at fault, you give them a full refund, not a worthless $200 voucher for over $1,000 worth of damage. Shannon **, if you read this, I hope you change the way you treat your customers, because this is absurd.

When I went to the luggage counter in BWI I was told DC has my luggage and they will deliver the next day. The next day came and went, still no luggage. I called and told them to hold on to the luggage, I will go and fetch it myself (at that point I was disgusted by the all of their staff's attitude). I drove for an hour and 30 minutes to find that they had sent it to the delivery van, in spite of my asking them not to. And all the staff said was "a mistake was made, it happens!!!" So I drive back home for 90 minutes, wait up until midnight and they deliver the luggage almost at midnight. I am glad I got my lugagge back, but all through this ordeal the AA baggage staff had the worst attitude. I will try to avoid AA at all costs, and will let everyone I know to do the same.

When he arrived he changed his departure going back from Monday night to Tuesday morning giving him more time. His orders were to report back to base the day after Memorial Day at 8 pm. His flight going back he would arrive 5 hours before having to report. He went to Detroit with his ticket to leave on his flight at 11 am. They would not let him board because computer showed he owed $6, he does not carry his bank card for safety due to being hacked and money stolen previously but has his card number memorized, they would not key in his number even though they keyed it in at a Phoenix to get him a different flight nor did they try to refund or waive $6 fee.

My Marine said they treated him very badly at the Detroit Airport even after he explained he would be in serious trouble if he did not arrive to base on time. The American Airline girl told him she did not care if he got in trouble. Nobody can tell us what $6 was for. They put him on a different flight that wasn't charging whatever $6 was for. This was causing him to be about an hour late to base. Then he landed in Dallas where he was supposed to change planes. Well connecting flight had already left before he even landed. He ended up not getting back to base until Wednesday morning. My Marine is now in a lot of trouble losing his authority position he had. Military calls it Non Judicial punishment.

I don't think American Airlines realizes how serious it is to get any of our Military back on time. When you pay a lot for a ticket you expect your plane to be there to get it to your destination and let you on the plane you have a ticket for. I have reached out to American Airlines, they gave him a voucher for $100 towards his next flight and has be used in 1 year. Really he lost his Marine position and legal trouble and spent over $1000 for flight during holiday weekend. I am disgusted by this. $100 is nothing compared to what they put him through.

The manager wrote down my name and phone number on a torn off paper. I don't expect them to call me as I have not heard anything as of yet. My children's father contacted customer service via telephone and was on the phone for an entire hour, and finally told him they would call him. If American Airlines does not care for the safety of minors, why even offer the service or fee. This is complete **! Someone needs to contact me as soon as possible. Thanks in advance!