American Airlines Reviews

After another 25 mins of waiting we taxied out and took off and headed to LAX. When we arrived we were told our plane to Indiana had left and had to go to customer service. 2 hours later after waiting line we were told we were out of luck the next plane did not leave till 12 hours later. So we asked about a hotel room. We got told if we did that it would be at our own expense and the airline would do no more to assist us. Now we are over 200 dollars out of pocket for food, extra parking. Also my wife lost a day's work. Customer service there is NONE. We now don't get home till 9am so we left at 7.30 am and no rest and get home 9am next day. Will never fly with these clowns again. Staff is rude.

We were also told that if there were any problems, the restrooms on our flight would be locked. The plane was FREEZING cold and no food available. (I brought my own.) Many of the footrests were broken so people were unable to rest on the 18 HOUR flight that was supposed to be 16 hrs. The bathrooms were locked due to no water. The bathroom on our car was never available and when I asked about it, the attendant would not answer me.

I will NEVER, ever take American Airlines again and have told everyone I know of my horrible experience. The woman attendant on my plane to Beijing from Chicago was lovely. I wish I had gotten her name so I could thank her for being a normal person. I now have a bladder infection from holding my urine for 4 hours. My back is in constant pain from the fact that my footrest would not raise up. I also paid over $3000 for my first class tickets and the way back, I get very rude staff. I am so aggravated that is how first class passengers are treated. This is the single, worst trip I have ever been on.

When I made the change, no one ever said anything about our return flight being canceled! AA was able to take both our paid reservations and sell them to someone else. They offered no compensation and no help. We went to Delta and purchased our tickets home. I wrote an email to AA and the response was that because we had booked through a 3rd party, there was nothing they could do and our problem was with Travelocity, not AA - even though I had contacted AA about the change. Until now, AA had been my preferred airline (I travel 3-4 times a year). When you're on an airline and they thank you for flying with them and say, "We know you have other choices..." that's exactly what I'll be doing - making other choices. Shame on AA for taking NO responsibility for this situation and being so disinterested.

Now remember I am an American Advantage member only because my brother-in-law is a American Airline flight attendant. My brothers are pilots for PSA & Jet Blue, my father is retired United Airlines pilot after 40 years, I came to CA on United from Denver at age 6 months, grew up United baby & all 3 are also private pilots with their own airplanes. My baby sister was on maternity leave as a United flight attendant via N Y. on 9/11. On Oct. 2, 2016 I checked in at SMF, was given tickets to DEN, put in wheelchair with PreCheck Status, I was stuck in a corner until EVERYONE else boarded plane when oh, we forgot about her in wheelchair last.

On Oct 4, 2016 I was returning home after exhausted and stressed from funeral, arrived at airport in DEN early being my father had to get an early United flight home to SFO, me going DEN-PHX-SMF again. I arrived at counter she gave me paper tickets, I asked about PreCheck and wheelchair, she told me, "Move aside." 20 minutes later I asked again, she said, "Oh, go over there and sit in handicap and I will call someone." I hobbled over, they sent someone but I didn't have "PreCheck" so they had me taking shoes off... a bunch of unnecessary things... I knew I hadn't taken my meds yet so I asked to stop & pick up a Snapple & a slice of pound cake to go in my Gucci purse to take my meds on flight. Well this time they got me there in time, boarded me 1st and I told the attendant when we land in PHX I have 30 minutes to my SMF connection, be ready.

Well I was so exhausted I fell asleep but when we landed I was ready to make the big rush, yet forgot to take my meds. We rushed all right, we landed at 12:50, they started boarding on other side of airport so I screamed that I was supposed to board at 1 pm, it was 1:05... They ran all the way so that we had 8 minutes to get me on flight and they were waiting on me. I was last to board. As I boarded I headed for my seat but the rude attendant told me sit down, right at bulkhead, I told her I wanted to go to my own seat, she screamed "no, you sit here", another passenger complained for a minute then finally shut up, seeing I was wearing my younger brother's Alameda Police Dept. hat. She snatched my Gucci bag and put it in one of those bins somewhere, I started complaining "I need my purse or at least my meds", she ignored me. I started pressing button as we were pushing off, she ignored me... That was the last thing I remembered...

The next thing I remembered we were in Sacramento, a doctor was staring in my face, trying to arouse me because as I later found out I had been UNCONSCIOUS before we took off from PHX Flight # 1562 all the way to SMF. They say the passengers became concerned but the attendant said, "Leave her be, she's sleep." They were concerned because I was slumped over & hadn't moved a muscle... even as they disembarked in Sacramento. That was when it apparently with the passengers attention, after EVERYONE had left plane except crew they realized I was UNCONSCIOUS and got a doctor. He finally got me alert, though I couldn't speak, I motioned to that SAME PURSE up there somewhere, he opened it, found my meds, forced them in me followed by some juice, and as I came to, they were all standing at door NOW CONCERNED, I WAS HOME...

They asked if I wanted an ambulance, me being retired medical. I then realized my blood pressure had dropped dangerously low & no food, I had lost consciousness. I told them all I wanted to do was get out of American Airlines hands & that for their sake my daughter-in-law was waiting for me, not my son... Oh God No... They would really have had problems. They wheeled me to baggage dept. got my checked bag, and got me to her immediately. She in turned called my doctors who wanted me to check in to hospital but by then I was so stressed & tired I said no. The next day, I've got excellent doctors, they put me on bedrest for a week, then I saw one of my four doctors Tues Oct. 11, 2016...

Now because of that all four doctors are running tests on me. They were upset because I have a seizure disorder (my meds are for that), crushed spine, still grieving husband's sudden death, in cancer remission, and they are now concerned about throat or thyroid issues. American AAdvantange the following day documented my complaint and gave me 19,000 miles on that AADVANTAGE Flyer miles...

I told everyone I don't ever want to fly American Airlines again after 2 bad experiences and those mile things, I had only accumulated from my Aug 28, 2016 flights SMF-LA-LAS roundtrip & October 2-4, 2016 SMF-PHX-DEN roundtrip only accumulated 900 miles... When my husband was alive that's a little under how many miles we would drive from our home in Placerville to Las Vegas one way. The August trip was my 1st trip back to Las Vegas ON MY (WOULD'VE BEEN 27TH) ANNIVERSARY... They need to do something in the high offices of American Airlines because my family, friends and esp. my doctors said that whole flight home I could've had a heart attack, probably had a seizure or died and they wouldn't have known 'til I got back to Sacramento... My "husband" was making sure I got HOME.

Second flight from New York to Phoenix has same issue with seat allocation. I understand you just buy a seat on the plane but surely you can be allocated a seat next to your partner. This is no rocket science, just customer service. Third flight from Phoenix to Honolulu was delayed by 1.5 hours. That happens. We had a transfer from Honolulu to Maui so we rescheduled that flight, which cost $280. As it turns out the delay is more than 2 hours and we miss the rescheduled flight.

Apart from the incompetence mentioned above, my main complaint is the customer service staff. I have been in customer service all my life and I can smell good from bad a hundred miles away. The service is bad and it is a cultural issue. It is arrogant and dismissive. They are obviously busy as all flights were fully booked or overbooked. I have always snored USA for customer service, however recent experience with AA had altered my opinion.

I called the airline while my mother-in-law was waiting at the airport and had to wait a while for someone to pick up my call, then I was transferred to the fraud department where you can only leave a message, so I called again, waited again, had to tell once again what my problem was, to hear that they were sorry but couldn't do anything to help me and if I wasn't satisfied, I could feel free to file a complaint. Really? So now I also couldn't purchase another ticket with my credit card, my mother-in-law tried to make the purchase herself at the airport and they can only accept cash. Is this for real? Is this a way to fix a problem that the airline created once there was no fraud to begin with, and to make it worse, nobody notified my that the ticket was cancelled! This stupid airline made no efforts in fixing this huge mess! I'm extremely frustrated and outraged at this.

The automatic ticket machine had some problem recognizing our flight to Phoenix AZ, so we had to get in line. We finally checked in with our luggage about 60 minutes before departure, due to the long counter check-in line. We headed right to the security, but security was very slow and we made it 5 minutes before departure to the gate. They did not allow us inside because we were too late. They had already closed the doors (they said we had to be there 15 minutes before departure time).

They sent us outside security back to main counter to change our tickets for a fee because we had missed the airplane. But then after taking a little break and accepting that we had lost the airplane we called the airlines from our cell phones and they told us that it was too late to change flights for a fee. We had to change the flight before departure time. Now it was too late and we had lost our flight and our money, there are no refunds. So we took another airline to our destination and paid over $1,300. I made a complaint to American Airlines but they will not reimburse our money. They say that there are too many unknowns and they cannot refund us our money.

They took our luggage in the airplane, but not us. We were there obviously on time otherwise they would have not checked in our luggage. They say that if security is slow, it is not their fault. Then they could have at least changed our tickets for a fee when we arrived at the gate 5 minutes before departure time. When I called to make the change it was already after departure time, so they could not change our tickets and we had lost the flight and our money.

What horrible customer service and airline policies! This can happen to anyone. You get there on time and still lose your flight and they don't take responsibility. I will never fly with American Airlines again and suggest you don't either, unless you want to risk losing your money and little things like these go wrong at no fault of yours.

Flight 2, on September 29 was delayed on the ground for 1 1/2 hours in Raleigh, NC while the aircraft returned to the gate for aircraft maintenance. After 1 hour the pilot announced that the maintenance had been deferred, as in no work was actually done on the plane! However, he went on to say that phoning AA Headquarters and refiling required paperwork would take a few more minutes. It actually took 30 more minutes... Flight 3, today, October 16, our flight has been delayed in Miami because of aircraft maintenance. We are here at Gate 60, which you may know leads to an outdoor boarding area. American employees passed us all through the gate to the outside where they left us standing for 30 minutes waiting for a plane to roll up.

It began to rain, and became quite miserable, so after everyone slightly damp from the blowing misty rain, they allowed us back inside the building, where we were told that if the plane could not be repaired, they would try, as in attempt to, to find us another plane. Seriously! The incompetence of American Airlines has left me extremely disappointed and dissatisfied. As there appears to be no accountability for this very poor service on the part of the airline, next time I will vote by avoiding American flights completely. You suck, American Airlines.

Do I believe that a flight is cancelled 2 months before departure is scheduled. NO. Do I believe that they change reservation for financial gains??? YES. Do I believe that AA is behaving like the "old" US AIRways??? YES. Is this AA going down the tube in customer satisfaction and treating Platinum level customers like dirt (JUST LIKE USAIRWAYS DID) YES. Shame on you Mr. Parker and tour executive team. You lost me as a customer, and I will only use Emirates, Jet Blue, Virgin America etc (that is why the legacy airlines are losing customers and revenue is decreasing) and NEVER again will use AA.

The flight was canceled because AA did not have a pilot to fly us to Jackson, Ms according to AA's pilot. But that's not the worst part. When we get back into the terminal, after deplaning, the agents at customer service told us that the flight was canceled because of the weather. Now your pilot stood there and told us you didn't have a pilot, there wasn't anything going on with the weather. They stood there and outright lied to all 47 of us. But you know they didn't have to put people up in a hotel if they said it was the weather. I have put up with a lot of crap from AA but this was just the worst. When they told that lie, it made me feel like someone had taken a crap on me. Oh, there is so much more to tell but I am just tired. How do they stay in business? They are like the worst.

The crew asked me how they could thank for my help, so I asked them to let me talk to the Captain about the engines, the flight maneuvers, etc., so he answered me some questions about the measuring equips, the landing techniques, etc., my loved themes. After this possibility to spend some minutes in front of the dashboard I had to say goodbye and hurry due to my early connection to BUD.

I lost my new friends :(, my "team". I could not note their name. :( I wrote more than 3 emails to the AACustomerRelations, but the administrator only promised me to fwd my msg, request, but I feel nothing happened, no response, no feedback from nobody indeed. Only promise from the administrator. I can't believe after such special situation this can be happen, like nothing as I feel. I understand Privacy Policy is very important, but I feel after my active help why they stop the possibility of communication, why they forbid me to make a contact via email with my new friends. Hope somebody can help me here. The flight number was: AA108. Departure: from LAX at 6:00 PM on 1st of Oct., Arrival at LHR 12:25 PM 2nd of Oct. Many thanks for you.

I immediately called my credit card to dispute the charges which they already paid the AA. It is under dispute for fraud charges. They went to Southwest and book for same day flight and had to pay more. Southwest agent could not believe what AA did. They told them they could have given them their tickets for there was lots of time. I wish that this airlines will be investigated and file a huge lawsuit.

I called to complain and they were terrible! They said I didn't have to book with them but I already put in the time when I chose my rate so the CONTRACT WAS AT THAT POINT FULFILLED especially when the website forces me to keep moving on... I do not know what to do and I ask HOW THE HECK IS THIS ENTRAPMENT LEGAL??? Can someone please file a huge lawsuit on these crooks that call themselves American Airlines??? Please!?

Nearly a week later when I arrived at 10 AM at New York LaGuardia Airport to prepare for my 11:30 AM train from JFK to SAC, I was told that the computer showed my tickets had already been printed in SAC. I explained there had been a mistake, that I was not issued the return tickets. The American Airlines ticket agent, Barbara, was VERY rude to me. She said she could not print me another ticket. When I asked to speak with someone else, a manager or someone higher-up, she absolutely refused. She rolled her eyes a lot at me and walked away when I begged for help. She told me that all she could do was sell me another two tickets. I explained that I didn't have the money and it was too late for me to find a way to get the money.

I explained that I had no friends or family in New York, I had been there over a symposium, and I asked if American Airlines was going to kick a mother with two small children onto the streets for a mistake THEY had made. I was told by Barbara and later told by an AA employee over the phone, yes. Barbara told me he would not print me a fake ticket and implied the whole time that I was trying to scam American Airlines! I have never been treated so rudely in my life! I ended up having to call my husband and desperately find a way to buy two additional tickets so I could get home! Every course of action I have tried to take has gotten me nowhere. When I arrived in CA I waited in the SMF airport for over an hour, pouring sweat (no a/c there) waiting for them to look for my tickets. They told me of course that they couldn't find them.

My children and I have been nothing short of traumatized by this experience. I cannot even look at an airport employee without having a post-traumatic stress reaction. I cannot even begin to explain how frightening it is to be in a weird, unsafe city, late at night, in a filthy airport, with two small children, and to be told that AA doesn't care, that they sold me a ticket they didn't give me – I was going to either come up with another $271 or be spending the night on the ground on the side of the street!

Both my children, and especially my 5 year old, were very extremely traumatized by this event, because we ended up having to sleep on the ground outside, like a homeless couple before coming up with the money. They were scared they wouldn't be able to get home and my 4-year-old son still has nightmares about the event. Barbara deserves to lose her job for this (for traumatizing my kids, dumping me and my kids out on the street like hoboes, and charging me extra even though I paid for a ticket going home.) I am NEVER flying American Airlines again.

I spilled a bit of my drink and went up to this flight attendant, who was sitting in the jump seat reading a book. I asked for assistance. She stomped over to the bathroom, opened the door, pulled out some paper towels and shoved them at me. She then sat down and kept reading. The level of her hostility made me wonder about her mental health. There are several interactions just like this. When we landed I thought we were at the gate and I stood up to get me things. The kind gentleman behind me said we were still moving. I could not feel it but I immediately sat down. The FA stood up and started screaming at me and I explained I'm handicapped and have tactile issues, neuropathy etc. And I APOLOGIZED.

She kept ranting about how I put my fellow passengers in danger and even if I'm "going to use my handicap", "you can read English right? Then did you see the pilot light up the sign about seatbelts?" She was screaming the entire time. I was physically scared of her. She ranted until I was off the plane. One gentleman came up to me after we got off the plane and said he was glad I said nothing because he felt she was trying to provoke me so she could call authorities.

The last insult of the day was after I hurried to my connecting flight. Her "friend" who was comped a first class seat on 1976 walked onto the new flight and yelled at a man in the front row "thanks for taking my seat". She snarled at him. He was horrified and said he was on the list for upgrade and they offered it to him. Then, as this women passed me she yelled "oh look there she is!" and glared at me. To add insult to injury, I sent a letter to AA detailing this sad story. I got a standard form response and 5000 frequent flier miles. Seriously not a very sincere apology for being abused, humiliated and for my handicap to be mocked.

Ms ** then returned and told us that the flight attendant servicing first class did not inform the captain that the passenger in 5E was smoking or informed the captain that we had told her about the incident and showed her pictures. Ms ** told us that she couldn't do anything about it because the passenger had left the plane, to which I replied, "She is picking up her dog at the baggage claim." She repeated that there was nothing she could do and for me to contact customer relations. I then reported the incident to customer service agent Jonnie (Employee # **).

The safety of my life and hundreds of passengers was put at risk by one selfish passenger and then overlooked and excused by a series of American Airline employees. As a company you say: "At American Airlines, we are continuously advancing our safety and security practices to provide our customers with a travel experience that is safe, worry-free and reliable. A safe, reliable, hassle-free trip is critical to the satisfaction of our customers." Well that was not the case on this flight. I received a extremely lame attempt from customer relations to justify the passenger's actions. To date no action has been taken by American Airlines.

The pilots missed their window of flight hours by 10 minutes for a 25 minute flight because of all the gate changes and delays. After 30 minutes or more sitting in the plane at the gate, it was announced that our flight was canceled because they were no available pilots. No help was given except a card with a number on it. No getting us on Delta DTW hub because thew me there to ord to get on an american flight out of the country.

The managers were rude and said no lodging given because it was a weather related problem. After a fuss from me they said the could fly me to Texas to fly back to Detroit or wait 2 days!!! I had to rent a car and drive back to Detroit for 6 hours when I was dead tired from 30 hours in planes and layovers with no sleep. When I made a big fuss online to American Airlines, they sent me a $100 online voucher good for a year. I will never fly American Airlines again!!! Should you???

The next flight we boarded was AA1912 at 9:35 am out of Charlotte to Seattle (seats 26A/26B). This time when I heard the "woosh" coming from the air vents I did not look up but could not help breathing in some of this toxic spray. Needless to say when we arrived that afternoon in Fairbanks, Alaska we were both sick, coughing and hard to breathe. It definitely impacted our trip as both of us were to sick to eat anything but soup (so much for the beautiful food on the trip and ship!) We were actually so sick with phlegm, coughing, and flu-like symptoms we slept two days of our trip because we had no energy.

On arriving home I went to my doctor who gave me a ** and **. When those didn't help he had me do a chest x-ray and I have an appointment with a pulmonologist. I am told I have bronchitis. I thought spraying while passengers are IN the plane was illegal?! Does the FAA know about this or the EPA? I will never fly with American Airlines again. I do not trust them.

We submitted a claim for $1500, which for 2 people, 10 days in Europe is pretty reasonable. They ended up saying they tried to reach us 3 days after the bag was supposed to be at our final destination and couldn't reach us (because we had continued on with our vacation at that point). So they only refunded us $900 for the first day of expenses. They also claimed that they never heard from us again, but I have several emails proving otherwise of multiple times I tried to get in contact with them. Their customer service is the worst I've seen.

I asked what had happened to my checked bag from Montreal. They confirmed that it had been loaded on the flight. I asked if according to their procedures they were allowed to load a bag that (according to their computer system) had arrived on an international flight without a passenger on board. They confirmed that they were allowed to do so. They further confirmed they were allowed to board the bag onto the second flight even though I was not on board. They then booked me onto a later flight to Tulsa, AA2852. This flight left at 13:18, over three hours after AA3390 (which departed at 10:00).

I asked what compensation American Airlines was legally required to provide for a passenger bumped off a flight: with a valid ticket, with a valid boarding pass, with an assigned seat, who was waiting in the departure lounge well in advance of boarding, who was not informed and did not give permission to be bumped, who was delayed for over three hours. At this point they offered me a $12 meal voucher (which I accepted). They suggested I continue this conversation with a manager. When the manager came over to the gate, he refused to answer my question about compensation. He offered me a $100 voucher, but told me that if I accepted it, I would have to waive all rights to any further compensation. I told him that I could not waive my rights as he had refused to tell me what they were.

I asked if there was a customer representative that I could talk to. He informed me that there was no-one that I could talk to in person, and that I would have to call the Customer relations line. He provided me with the phone number. When I called the Customer relations line, the representative identified my file in their system. She confirmed that I had accepted the $12 meal voucher and refused the $100 voucher. I asked her the same question: What is the minimum compensation that American Airlines is required to provide to a passenger in my situation that it had bumped off a flight without permission. She replied that it was $100. This is clearly not true! I then called my company Travel Service provider, American Express, and told them about the problem. I provided the agent with a copy of the boarding pass, with seat assignment printed on it, so she could follow up.

In summary, I tried very hard to be polite and respectful to the American Airlines representatives at all times. I did not raise my voice, use profanity, threaten or use any abusive language. I mainly asked questions. However, I have to say that I do not feel that I was treated well at all by the American Airlines representatives. I did not get any impression of regret or empathy for my situation. They were unwilling to reply truthfully to what I thought were reasonable and relevant questions. And I am sure that they did not fulfill their responsibilities to the full extent of their legal obligations. All in all, I am very disappointed by the whole problem, and especially by the way American Airlines responded to it. Considering that I did everything properly, and the problem was entirely of their own fault, they did not seem interested in any effort to make it right. This is a company that just doesn't care how much it inconveniences its passengers!

Why would AA do this? Well, because they make more money this way. Here's why. When you buy a ticket for a flight earlier in the day (purchasing extra leg room or even fully upgraded seats), you lose your seats and benefits when you 'miss' a flight due to a gate change w/o the appropriate notification. In that case, you get bumped to the next flight or the flight thereafter, filling up vacant seats there weren't previously sold. At the same time, it allows AA to gain a prime seat (with associated benefits previously reserved for you) that is now available for purchase. Last minute customers can now purchase those seats/benefits, resulting in AA getting double the revenue.

One problem - the original customer now get bumped, delayed (possibly multiple times), and has to wait on standby, riddled with anxiety, on whether they'll simply have a seat on the next flight. The original customer never gets what they paid for and probably ends up with leftover seats, after hours of delay. And that's exactly what happened to me. A military mom, traveling with a baby and toddler. We actually managed to find out what happened from another agent at a gate 2 booths over so made it to our flight in time, about 20 min before its departure. When we reached the new gate, its agent, Anna **, did not acknowledge my greeting with eye contact or verbal response. Instead, she continued typing.

When I repeated my question of, 'may we board?', she exasperatedly said 'no' and apparently had heard my initial question but was already typing and putting us on standby for the next flight. We were confused because we clearly made the time, but she berated us in front of everyone for not checking the monitors, 'sitting around doing nothing', and being slow. I explained that all of those were her own assumptions as I actually did check the monitors after passing security, but without knowing if/when gates changes are coming, I had no other indication to check the monitors after that. The onus is on the airlines to adequately notify passengers of changes - otherwise passengers don't know what they don't know.

Eventually, a manager came over and explained that Anna had already given our tickets away. That's when I realized what had really happened. She made a huge mistakes. She was not supposed to upgrade anyone on standby until the full flight boards, but she did, and she also boarded early. I noticed she was taking an exceptionally long time to bump us to the next flight and realized why. She was waiting for the clock to tick down until the final 10 min of boarding because only then are passengers not allowed to board the flight. That day, we got bumped from 2 flights and were finally called off of standby for the 3rd flight. It took us over 10 hours of delay to get to our destination. Why Anna did this to a mom with a lap infant and toddler is beyond me.

Furthermore, after speaking to multiple agents after, they all explained to me that what Anna did was wrong. They directed me to file a complaint online, which I did. However, they refused to refund my flight or give a voucher for our trouble. The only thing they could supposedly refund was the upgrades that I had paid for but weren't rendered. We paid for upgraded seats but ended up hours later on literally the last row of seats. So when I asked for that refund, they replied with a request for more information. Basically everything I had already entered into my complaint. I obliged once again, and after that, no response. So they make you jump through hoops, hoping you'll give up on getting your money back. And even if you do jump through hoops, they still won't give you money back.

Despite what the gate agent did, I'm more shocked by AA's behavior of switching gates w/o notification and not refunding services that weren't rendered. This reminds me of the time when Whole Foods would 'accidentally' mislabel prices (lower) but when you checked out, they rung up higher. Most folks didn't check their grocery bill that closely until someone started noticing. Then it became a major fallout and WF had to roll out a corrective action. Interesting thing is, I noticed a couple times when my bill was mislabeled and wondered if it was a trend. Having traveled on AA repeatedly w/in a few months and contrasting that to my experience on United, Delta, Frontier, Spirit, and Southwest, I am almost certain that there is some kind of scam that AA has set up with the gate changes. Flyers, beware of AA!

My wife called AA and was told, that we didn't need to have done that but was also told they wouldn't refund the 110.00. I called a second time, and the customer service person (who could barely speak English) told me she could refund our 110.00, but couldn't guarantee we would get seats on the flights unless we kept the upgrades. She claimed she couldn't tell me which seats were no longer available and which were available. Seems to us to be just another ripoff by the airline industry.

Once boarding the plane I noticed there were still 2 first class seats available that I was never offered, this seemed a bit disturbing to me but I went on my way to try and enjoy the trip. Thinking that was the end of the poor service, on the way home my family and I got to the Airport in plenty of time and went to our first class seats. Once we sat I found out there was no entertainment system, at that time they stated an agent would come talk to me to see how I could get compensated. Instead of an agent coming down the stewardess came down and stated there is not much that could be done I would have to reach out to the AA.COM site to register a complaint. Pretty disappointing for paying a decent amount for a first class seat and there is no entertainment.

I wish I could say the issues stopped there but on top of everything the stewardess who was assisting me in first class way the most RUDE individual I have encountered in many years; I'm not sure if she is aware she represents the American Airlines but if she was aware something is definitely wrong. My 4 year old daughter had to go to the restroom 2 times on the plane; the first time I had to walk all the way to the back as there was a line for the restroom up front, and the second time was much worse as the stewardess blocked the first class bathroom and the back bathrooms were being used so my daughter had an accident and peed her pants and a little on the floor as she could not hold it.

At that time the stewardess asked "Did your daughter pee on the floor", I said YES twice with disgust, then she said "You seem upset?" I said "Of course I'm upset. You blocked the restroom and wouldn't let my daughter go and she peed her pants", then she just walked away from me. A bit later before we were about to land I asked the stewardess if she could pick up the 2 glasses on my wife's side as she had gone to the restroom and then she spilled the drinks on my wife's seat and didn't apologize or clean it up (pictures are attached). Then I asked her about it and she said "Sir I'm Done with You". I then had to wipe up the mess with the blanket as there was too much spilled for the napkins provided by American Airlines. Seriously you consider this first class service??? I could only say that I will be looking to fly any other Airline besides American as this is the worst experience I have ever had with any airline.

The day came around to change my flight. I call AA to make the change and the lady says there is only one flight available all day for a guaranteed seat change. The catch is I have to book it exactly 24 hours before. It was about 8:30 am and I needed to book it at exactly 9:59 am. Okay, no big deal. So at 9:59 am I went online to book it and the only thing available was stand-by for that flight. So I read on the website that you can refund the 75$ if you don't make the stand-by flight. I simply shrugged and decided to go with the stand-by flight as it was risk free. Well I noticed later on that it was a connecting flight so I would have to stand-by on not only one flight, but two. So I could potentially get stuck somewhere for who knows how long. So I called AGAIN and told them I wanted to cancel the stand-by. The lady said that the "charge never went through. Don't worry, I'll cancel the stand-by though".

Well, later on that day I ended up cancelling the whole flight because I was so fed up with AA and couldn't afford to fork out all this extra money to get on an earlier flight. I wasn't refunded my flight charge. No big deal I understand, but the 75$ I am supposed to be refunded. After calling 7 times, multiple people, nobody could refund my 75$. They said even though the website says it's refundable, it's not anymore. Okay so I basically gave you 200$ and now you won't give me my refundable 75$ back?

The whole experience was extremely stressful, my whole trip is canceled and ruined, and I'm out about 300$ because AA won't work with their customers or give correct information. So I highly advise you, use a different airline. I used to like American but this is it. Never again. TL; DR - AA said they would refund my stand-by ticket, they ended up not giving me the refund. Rude customer service, not willing to work with customers, false advertising, and hidden (possibly untrue) policy all add up to one horrible company.

I paid $2000.00 dollars for a round trip ticket Economy Plus for an upgrade. I can't even image what Economy was like. I was so angry for 9 hours that I could not believe this plane. The screen for movies was the size of my hand, movies from 10 years ago. Everything on this plane was old and falling apart. I wrote to Customer Complaints and sent the CFO for AA a message on LinkedIn and of course got nothing back. I will never fly AA again.

Economy has seating for 172 people and ONLY 2 bathrooms - there was urine puddled on the floor, menstrual blood on the seat, no toilet seat covers offered (they weren't out, they don't provide them). This is a Public Health risk of enormous proportions. No wonder airlines spread disease - the planes are devoid of basic hygiene needs all because of greed and profit. People want "cage free" for chickens, yet they don't stand up for basic human rights - like some space to sit in for 5+ hours? Why don't consumers boycott substandard airlines like American? I'm ditching my AA frequent flier card and doing everything I can to avoid flying on American.

On the way back, we boarded a plane at SFO Airport. Then, 5 minutes after taking off, we were told that there was a fire at Denver International Airport and that we could not be flown into Denver. I was not worried because the stewardess told us that American Airlines would take care of us and get us home. The stewardess arranged for us (a group of 22 students 14 years of age including 3 special needs students and 15 adults 2 of whom were handicap) to get hotel rooms. We got off the plane at Sacramento Airport, expecting American to do as they promised.

After exiting the gate, a woman from the ticket office comes and starts yelling at me. I was the teacher in charge. She stated that I had to get back on the plane and go back to SFO. I told them that the stewardess promised to get us home and to pay for hotel rooms. She stated that they were not going to do this and they (American Airlines) could not get us home. While this conversation was going on, a Sacramento County Sheriff (**) came over to us and stated that he would handle the situation. Officer ** put our group on a bus to a hotel in Downtown Sacramento and purchased rooms for us to for the night under American Airlines' name. American paid for the first night.

The next morning, I received a call from the hotel manager stating that SMF Airport called the hotel and told them that they were not going to pay for another night and that we needed to find a way home because AA was refusing to give us a ride home. American Airlines did not call me even though I gave the airport my cell phone number. I immediately call the American Airlines Group Sales office in California and they stated that they would not get us home. They stated that because of the fire at Denver Airport did not give them access through, they could not get us home. I asked if we could get a flight to Colorado Springs, CO instead of Denver.

AA immediately told me that this would not work because they were "sold out". I called the airport in Sacramento and they yelled at me and told me that they could not get our students home and I was on my own. I called the district of our school and told them the situation. Our school, Gateway High School, had no choice but to use our school's remaining funds from our parent support group to get the students home. Now, students who have worked over a year to fund raise to fly San Francisco now have to continue fundraising to pay back the cost of Amtrak train tickets and another night in a hotel.

I have called AA Group Sales to see if they would refund our tickets. I am not asking much, just a refund. The Group Sales Department stated that they cannot do much for me. They offered to give me travel vouchers. How can we return our money that we borrowed from the parent organization with travel vouchers? It took me a week calling everyday to the Group Sales office to get a lead employee who gave me a 1 800 number to their customer relations department who would deal with my case. The customer relations department stated that she had no record of our travel because they have already recycled our reservation number and stated that she would try to handle the case.

She called back today and stated that American Airlines was maybe considering refunding a fraction of our money if I would send the tickets back to them. I was also told that they would not give me the amount of money they were willing to refund me, unless, I release the tickets to them. I am afraid to release the tickets to them because they are so disorganized.

I need help. Most of the students that I took on the trip are from families living below the poverty level. These families cannot pay back the plane ticket costs. The parent organization was saving money for more computers in our school and this will be lost unless we fund raise in a community that is listed as primarily under lower middle class. Most of my interactions with AA has been negative. I have been in tears talking to their agents only to receive flippant responses from them. They do not understand the devastation they have caused to our school.

For the past year I have noticed wherever and whenever I fly it is always "3 seats remaining"! I cleared the screen started over four times and always got the same errors. SO I call AA, I could not understand the guy on the phone. I had to ask him to repeat his question several times. Spelled last name three times, town twice even had to spell Texas. He tried sending us on flights that were not what we wanted even after we told him the place and times we wanted. He did not understand the destination and when setting up the RETURN flight he asked more than once "where from" and "where to". Then he says the flight we wanted (same as we tried to book online) was available and it was $476. I questioned the price increase and was told it changes frequently. After confirming the flight on the phone I returned to the website and the same flights were still available for $416. Sounds like a scam to me.

So you know I am not irrational. The first leg, flight 3, once we got past all the mistakes made by American personnel regarding seat assignments, requiring hours for me to rectify, was a pleasure. The service matched the seats - comfortable with appropriate at the seat entertainment and as would be expected in first class on a 5-6 hour flight. It was the rest of the trip that fell well below any reasonable expectation of the service one should receive when one pays for first class service.

I had booked adjacent seats for my wife and myself the whole way, and reviewed this a month before the flights and again when I printed boarding passes the night before. The first clue that something was amiss was that our seats as assigned on the website were correct and adjacent, but whenever I printed the boarding pass, it changed my seat such that we were several rows apart. I went back to the website which still had the correct seats. I then spent ninety minutes on the phone with a first AA representative who said they could do nothing, and then ascending levels of supervisors, the most senior of whom ultimately assured me it was a technical glitch in the software for their printer feed, and that we were indeed in adjacent seats, and that when they would reprint our boarding passes at JFK the next day, the problem would be rectified...

This was not the case, I had wasted all that time the night before. At the counter, the airport-printed boarding passes resulted in the same seats 3 rows apart. Our explanations brought a shrug of the shoulders from the first airport AA staff person we encountered, a rude person at the check-in counter. I insisted on speaking with a supervisor who at least listened, but said he could not help. I asked to speak with his supervisor, and the same thing happened, with the revelation that they had sold my seat twice. This was not an overbook situation; only 9 of the 10 first class seats had been sold/assigned, but they refused to put us in adjacent seats.

We were told to try at the gate (It is not that AA's authority structure is apparently so discombobulated that upper level front end personnel do not have access to the screens requisite to make seat changes, it, as revealed to me in a second call from American after I sent them a complaint, was that they could have reassigned the seats, but it was not routine for them to do so. I would think that since I was dealing with a sixth person in 12 hours and they admitted it was their error, that this might have risen to the out of ordinary threshold.)

At the gate, after 2.5-3 hours of trying to get it done, we located one person (a gate supervisor) who listened, understood the runaround we had experienced, took the task to heart, and fixed it in under 30 seconds. She confirmed that AA managed to sell my seat twice! It was only when we were on the plane and saw the Flight 3 seat architecture that we realized that no one sits together. Proper personnel training could have informed me of this the night before and saved a lot of time and angina. This leg was, by far, the best of our experiences. Aside from a few more inches of seat width and pitch, on all 3 remaining segments, it was hard to tell we were not in coach. The meal service was just as bad as what they used to serve in coach. There was no entertainment system on the second leg (really!! On a >5 hour flight???). And if you tried to use your own devices, all the power outlets on the plane were broken.

Next was the return Kauai to Phoenix leg. The food service in first class was cold cereal. We were not offered pre-flight beverage service (oddly, others in first class were). There was only about a 13 inch monitor at the front of the first class cabin for entertainment. (I am a neuro-ophthalmologist - do you want me to tell you just how small the size the image on the screen subtends on the retina when you are sitting in the last row of first class?). The experience on the last leg to EWR was no better.

But insult got added to injury. As we had about a 90 minute layover, we went to the Admirals Club lounge, as we had after our outbound JFK-LAX flight. There, we were told something that made no sense that because we were not deemed transcontinental, we could not use the lounge without paying an additional $59 each. So, flying from Lihue to Newark on American, because one must stop and change planes, is somehow deemed not a transcontinental trip. So, we went to the AA gates and sat there, and to top it off, all the banks of charging stations at the AA gates were out of service...

I am not an elitist, I fly first class on longer flights due to a knee injury requiring a bit more pitch. But the level of service provided has no business being labeled as first class. Let the buyer beware! I wrote four of the senior management people at American, including the two top US people at customer relations and the CEO. What I asked for was transparency; that American should clearly delineate the level of food service and other amenities (i.e., available entertainment system) on each segment such that one could review it before one booked. I said that I felt like I had been defrauded. What I got was a call and email for a $125 voucher I never asked for. I am embarrassed for American that they think that throwing money at a poorly served consumer would rectify the real issue. The person who called me did not comprehend what the issues were and what I was asking for. I sent this email to the same four.

"Frankly, gentlemen, I am stunned that after I responded to the knee jerk customer service offer of $125 voucher with no commitment to address the issues that led to the poor customer service as detailed below, that you (or someone) had such a low level person in Customer Service call me. When I repetitively asked her if the issues that I raised were going to be addressed, the most I could get is the usual PR statements about improving/modernizing the fleet, and that my complaints were received. I specifically asked about the first class lounge access upon layover from Hawaii as a test example, and I got nothing. This is not the response I was looking for.

So, after people return home from Labor Day vacation, when readership will be better, I will start posting my issue on appropriate public forums. Unless you wish to make some real commitment to address the issues I raised below, such as posting which long flight plans will not have access to lounges, when there will be poor or limited food service on first class... For what it is worth, I flew a Delta RT this weekend in coach, and the comfort level was not appreciably different than I experienced in 3 of 4 legs of your first class. But true, I was not offered cold cereal."

This led to a second phone call from American. That call, full of obscurations and misstatements, aggravated me enough that I sent this email to the same four. "I appreciate that you at least tried to have someone more knowledgeable talk with me today, but the end result was that you were caught with more misstatements. First, she admitted to me that the second level supervisor who told me that they had no power to fix my seat problem when my seat was sold twice, did, indeed, have the case by case discretionary power to fix that. So one of your upper level supervisors chose to play it safe for them self and tell me a misstatement rather than to accept responsibility for deciding to fix a problem. Clearly not a customer-friendly attitude.

Second, the person who spoke with me today insisted that when I booked the flight, I could have seen exactly what meal service would have been offered, including on the worst segment, Lihue to Phoenix. I tried to re-book that flight to see if she was correct about this meal service information. I could not find it for flight 697. I did find this statement about first class meals on Hawaii service at ** "Hawaii service Full meal with Hawaiian rolls plus two other bread options. Choice of customized sundae or a fruit and cheese plate. A plated snack such as fruit and cheese, hummus and pita or spinach dip and pita, prior to arrival."

So, your staff was wrong, and your website is advertising a falsehood which is my point. I WANT YOU TO FIX THIS AND TELL THE TRUTH. Isn't there a point where viscerally, you feel that you have to rectify improper behaviors by staff and correct the misstatements that your website and your staff are promulgating?"

I have not heard anything since and assume I will not. What I am looking to achieve is public pressure upon American so that they become more honest and transparent with their customers. I also greatly resent that when they are caught in a misstatement, they chose to try to cover themselves with what were, when one investigates, further misstatements.

Next issue involves my fiancé. He lives in London and flew AA to visit me in the states. Upon arrival, he actually laughed and told me how awful flying AA was compared to other airlines. He flew international business on his flight back to London and paid SEVERAL thousand dollars for the seat, so he could sleep on the plane and go straight to work the next day. His business seat was broken and didn't recline (NEVER should have even sold that ticket as they KNEW the seat was broken previously).

For that reason, he got zero sleep and had to go straight to work the next day. He filed a complaint and was issued a 300 dollar voucher. He is now letting me use the voucher as he stated he would never fly AA again. I have been trying to use this archaic voucher for over a month now. They send it via mail (although evouchers are a thing they make) and you have to MAIL the voucher along with your information. All along calling customer service and trying to determine where to mail everything. I have been on hold already for over an hour. They purposely try to make it as difficult as humanly possible for you to redeem the voucher. I will never fly AA again once this voucher is finally redeemed and I get my last flight over with.

Oh I failed to mention that when the beverages were being given out I asked the flight attendant what kind of beverages they have. He rolled his eyes and said and then answered my question. At that point I gave the flight attendant a piece of my mind that she felt so bad and she gave me for free a cheese platter dish with fruits.

This morning I woke up happy to be home and started to unpack and that's when I realized that my luggage was tampered with. My inside zipper was completely open and all of my things was taken out from that pocket. All of purses and make up bags were opened and my personal items were dispersed everywhere. My cell phone and sunglasses were stolen. Mind you I always placed my shades in the suitcase for YEARS, went all over the globe and my shades always came back home. American Airlines sucks and I will gladly pay more money to fly with another airline to avoid flying with them. Do everybody a favor and just close down.

Our return flight was even more of a nightmare. Granted, there isn't anything they could do about the psycho who decided to dress as a Zoro mass shooter, but we were delayed 4 times! 4 times!!! The first delay was from 11:50pm-12:45. Then 12:45-2am. Then 2:50am. Finally, they told us we wouldn't take off until 12:30pm the following day! The best was that at 2am they lied and told us there was a crew and they were looking for a gate? They switched our gate 3 times! AA did put us up in a hotel for the night, but by the time we waited on the incredibly long line for a room, we only slept for 3 hours if that! Luckily, I did not miss work, but my husband lost a full day of trading. Word to the wise: never fly American Airlines!

My return trip was just as fun. The flight gates were changed several times, and the flight was late. Fun side note, I walk with a cane and, since passengers with health difficulties were not called, I was actually snapped at by the woman taking my tickets for not "preboarding". Next fun part, we sat on the tarmac for a good 30 minutes before taking off. We land (late) in Dallas, missed my connecting flight and had to wait almost 5 hours for the next one. What did I get for all the trouble that American Airlines caused? A crappy airport meal and $100 off my next trip through them. As if I would take a trip with them again. I REALLY should have read the reviews before booking.

I contacted reservations and talked to Roxanne at Jul 20 at 7 PM. I inquired about the statements in the email and Roxanne stated I could get a refund. I cancelled the flight and requested a refund. Roxanne gave me document numbers for the refunds. On Aug 6, 2016, I received an email stating I would not get a refund. I have since filed for a review of my claim. I also disputed the charge on my credit card. Today I received an email stating I can't receive a refund until the CC company completes their dispute process. Makes no sense. Just give me the refund as promised.

When we got to the front we were told that there were no flights available, three of us could fly back 5 pm Monday to Boston and make our own way from Boston to NYC (bearing in mind this was our first trip over). The first available flight they could offer for all 6 of us was THURSDAY- WHICH IS THE DAY WE WOULD HAVE BEEN FLYING BACK TO UK FROM NYC. Our luggage was in NYC and we had to get back as we needed medicine and insulin. AA did not care, were not interested in our welfare and left us to find alternative transport to get back to NYC.

The excuse they gave is same as everyone on here- weather- even though when we got back to NYC there had been NO ISSUES WITH WEATHER AND PLANES WERE STILL FLYING. We happen to notice the screen and it said cancelled bad weather at destination/crew time- meaning that the crew had ran out of flying time due to delays. This meant that AA lied as if they had admitted that they would be liable to board and lodgings until they found us a flight.

AA have ruined our holiday- this was pre booked months ago for my husband's 50 birthday and my mum is 75 and will never get that holiday experience back. My mum nearly collapsed and no one helped or wanted to help. We felt like sheep being herded and no one cared at all. Safe to say this has put a black cloud over us travelling again over the Atlantic and had totally ruined a pre planned special occasion.

Fast forward to today, I booked a flight a couple of weeks ago for going to WF, TX for Thanksgiving. I book an evening flight at 7:30 pm. They up and decide to cancel the flight and move us to 4:30 which is impossible for us. I canceled my flight and went with Delta, I can only go as far as DWF but I can handle a 2 hour car ride to avoid flying AA again.

Well we then found out this fight is booked full and we won't have a seat. We rush back to our original flight because the time was getting really close. Made it to the gate finally 8:00 pm. I was still hopeful Because I saw the aircraft and the crews at our original flight and we still have our seats. After five hours plus waiting I told myself we will be leaving soon... 9:00 pm came around there is no agent at the gate... The crews went into the aircraft for 15 min and they came back out and shake their head and left... Here I am hungry tired and dizzy. I rush to the nearest agent and trying to get to the root of it. Well no answer 9:30 came around, we finally got an answer, the flight has been push to 10:05 pm! WHAT!!!

Well we knew then that this plane has been cancelled because the air crews left already, they just couldn't tell us! It's even possible this has been cancelled longer than we thought, they just couldn't tell us the true until I start getting very upset! Agent at the nearest gate was very kind she understand my irritation... Well here we are 1030 pm after almost 8 hours no real food and completely worn out. I asked the reason why we were just now told the flight has been cancelled, her respond was from the code she told it was weather condition. Let me just say I don't study air traffic but I can tell you it's sunny outside and sunny in Nashville too. Plus other flight at the other gate took off just fine, so how are we so unlucky to have weather condition issue???

I did some research and all around us is sunny! Well I recalled earlier they said there were issue with aircraft and it was being fix before coming into the gate. So okay I got it things come up... But why do you lie to me in my face its weather condition??? I ask for hotel voucher to stay nearby. They told me it was not going to happened because it's weather condition. They told me I will have to called 1800 customer service, which I did. On the phone they told me they are unable to give me hotel voucher, that's what the agent supposed to do at the airport... Back and forth I called three customer service and no one were able to say yes to my request! So this is what they do when they put the code for weather condition. They will not responsible for your hotel staying... Very shady right?

Alright so let's talk about some of the passages around me, the whole time at the airport it was a mess. People were constantly been moved from one gate to another and some were delayed over hours too and even better some people flight has been cancelled over last two days... WHAT are they doing why??? They all American airline.

Just some my situation summary, I have to drive three hours to my house once I get in Nashville and my husband have to start his first day at work today at 7 am. Well he end up calling his new boss before he start first day that he will be late on his first day! Bad right??? Yes I am freaking out!!! He better have his job when he get to the office, otherwise it is going to be nasty with the airline! My night went on and on. I called the customer service some more and request for other alternatives... Lastly they put my husband on fight to Memphis the next morning at 6 am, and I am now sitting here waiting to fly in to Nashville to pick up my car so I can drive home.

We spent the night at our family house which was 40 mins from the airport because I refuse to pay 300 dollars for three hours at a hotel nearby airport. We paid 70 dollars for our car ride to the family house. I made it home 1 am and I was waking up 3:30 am. In between it all there were more drama but I am not going to get into all the details. Last word don't fly with AA, please buy something else that give you home on time!!! I learned my lesson very hard and with my pregnancy I was very emotional, I just pray I will get on my flight today on time and get back home to my bed!

My first warning sign should have been that I told to check in at Terminal 3 and once checked in, was told to walk a couple of city blocks with my 4 bags to Terminal 4 where the actual flight was departing. A lot of time and aggravation (and $5 since I had to rent a cart) could have been saved by telling me to check in at Terminal 4. AND, I was traveling First Class by the way! (Note: once we were boarded I happened to overhear another traveler who disclosed that he worked for the airline say to his companion that we were flying the oldest plane he'd been on in years, and that in his opinion, it should have been long-retired! - Comforting.)

The next problem came when the connecting flight from Dallas to Shreveport was delayed due to weather issues in the area. OK, I get that. Not their fault. They can't control the weather. However, after the weather cleared, we were told the plane hadn't arrived. Still understandable. Then the crew hadn't arrived. Hmmm. THEN the plane had mechanical problems. After 8 1/2 hours in Dallas we finally made it to Shreveport only to find that no luggage had arrived. We waited another hour and a half for our luggage, which apparently been put on the wrong plane. It was now past midnight. It took 12 hours to get from LAX to Shreveport. I could have gone to New Zealand in that time.

The flight back to LAX was almost as bad. 3 delayed flights in Shreveport, (NOT due to weather) causing us to miss our connection in Dallas. After several hours, we were finally booked on another plane to LAX. Yay. Only glitch - no luggage. After being told it was 'coming down' we waited almost an hour but it never did arrive. We stood in line with at least 25 other angry people while one poor, overworked girl tried to locate it. It's been 14 hours, they still don't even know where it is! This is what happens when an airline becomes the biggest airline in the world and can set their own standards... they don't give a rat's ass about the customers. I will unfortunately have to fly on AA in some situations just until my miles are used up, but I'm switching to Virgin America, Alaska and Southwest now whenever I fly. AA is a hot mess!!

My most recent experience, I find out that my flight is delayed due to mechanical issues. Fine. I can live with that but not with them not wanting to help. I was able to get on stand by on another flight. I was #4 on the flight, but later bumped to #6 and the 3-4 other people who were further down the stand-by list were able to bypass and get on the earlier flight. When I inquired, I got no answer nor apology. I am glad more airlines are being added so that there is no longer any monopoly to withstand the most horrible customer service I have seen and received.

They do not value us even though we spend our hard-earned money. I will take my money elsewhere from now on even though I may have to pay more. Share holders nor executive management should not be awarded for poor management issues. They are more concerned about how much they get paid instead of the future of the company and its people.

At approximately 1 PM the board in GDL indicated that my flight was boarding. This seemed odd, based on the information about delay, but I went over to the gate. The gate staff seemed to have no idea why the board indicated that the flight was boarding, and in fact they were not sure when it would be boarding, or from which gate. I later boarded at about 2 PM from that same gate. At about 330 PM our pilot came on the PA and indicated that there was bad weather in Dallas and that we would be delayed in landing. At about 4 PM our pilot came back on and noted that we would not be able to land in Dallas and that we were heading back to Houston to refuel and figure out what to do, but that we would likely then go back to Dallas and try again. We landed in Houston just before 5 PM. We sat on the tarmac for 3.5 hours waiting to find out what we were going to do.

I want to note that our pilot and flight crew were wonderful at keeping us updated on the situation, and it was clear they were distressed about the situation too. At one point, those of us on the right side of the plane could watch our pilot arguing with the AA Operations staff in Houston, a young gentleman who was gesturing wildly. It was clear that the Operations staffer was angry, even without hearing the conversation. Our pilot later told us that Houston airport staff did not want us here and did not know what to do with us. However, he further indicated that 29 flights were diverted to Houston based on the weather in Dallas.

At about 815 PM, our bags were offloaded and we were all ushered onto an airport bus to take us to the terminal. We sat on this bus for another 15 minutes or so before it even moved, and our pilot told us that the fact that we were an international flight was complicating our issues as airport staff did not know how to get us to customs. We finally got to the terminal around 9 PM. After getting all of us (from this and several other flights) through the overloaded customs area, we were told to go to the ticketing counter to re-book our flights. At approximately 9 45 PM, I arrived upstairs to the ticketing counter, there were at least 300-400 other people in line with the same problem. And, more people were arriving every minute. Within about an hour this line was up to about 1000 people.

After standing in this line for more than 2 hours, an AA Operations staff gentleman came into the room and yelled that we were not going to make it up to the ticketing counter any time soon. He noted that the flight arrangements were very complicated and were taking a long time as a result. He indicated that they (AA) had arranged for buses to drive us to the Dallas airport. This gentleman hollered that we should go downstairs and out the south exit to get on 1 of only 8 buses and go to Dallas where they could help us, and that if we didn't get a seat on the bus, we would likely be in line the rest of the night. Pandemonium broke out while nearly 1000 people headed for the exit. I was able to get a seat on the bus and we headed out of the airport at 1 AM.

Arriving in Dallas at nearly 5 AM I got into yet another line with the same several hundred people to meet with a ticketing agent. There were only 3 people staffing the desks at this time. After more than an hour in this line, I again called the AA customer service phone number that I had been provided earlier in Houston. I spoke with a WONDERFUL customer service operator (named Dinae) who told me that in fact I had already been re-booked for a flight from Dallas to Denver at 9 50AM. This call took place at about 630 AM. I had not received any notifications about this new arrangement to my cell and if I had not called in, I would likely have missed this flight while standing in line. I finally arrived in Denver at about 1115 AM (if central time), more than 24 hours after arriving at the GDL airport for my departing flight.

This was far and away the absolute worst travel experience I have ever had. But I have taken the time to tell your customer service department about all of this as there are a few points that I would like to make. 1) If the plane was 2 hours delayed getting out of Dallas to come to GDL based on the weather, why were alternate arrangements not made at that time? That plane would have been scheduled to leave Dallas at around 10 AM, and the weather forecast was already impacting the flight. Could we not have put a plan B in place, just in case? If that AA ticketing agent in GDL had asked me to re-route to phoenix for a connection, It would have been fine by me. Why would you load up the plane and try to fly right back into the weather that has already caused the delay?

2) Once we were on the tarmac in Houston, the Houston staff acted atrociously. I have worked in customer service and operations for many years in high-volume, customer facing positions and I would terminate a staff member on the spot for behaving the way that young operations staffer did in front of our customers. And, I say this without even hearing what was said, but the gesturing made it clear. While our flight crew was very sympathetic to our plight and concerns about missing connections and getting to our destinations, the Houston airport staff (both inside and outside the terminal) made it clear that they were annoyed by all of this. They demonstrated many emotions, but compassion and sympathy were not among them.

3) We sat on the tarmac for more than 3 hours and our pilot had notified us a full hour earlier that we would be diverting to Houston. Then, it took another hour to get through customs and up to the ticketing desk. And, again, please note that (at least as far as I was told) 29 flights were diverted to Houston from Dallas. Why would you only have 4-5 ticketing agents available at that desk? Operations staff had at least 5 hours notice that there would be many-hundreds of people headed to the ticketing counter, and needing additional arrangements. Could they not have made some sort of preparations by bringing in additional staff to accommodate all of those people? This situation was akin to a restaurant in Times Square being short-staffed on New Year's Eve. Surely the "rush" could have been foreseen.

4) Similarly, once we were carted back to Dallas on the bus, and we arrived around 5AM, there were only 3 people staffing the ticketing counter. Again, surely someone could have called additional staff in early since there were around 800 people arriving for new arrangements. Several hundred weary travelers and only 3 ticketing agents... Really?

I hope it is clear, that, of course you are not responsible for the weather in Dallas. Of course delays happen and flights don't go as planned. But good customer service is about how those bumps in the road are managed. Good customer service is about your RESPONSES as things start to unravel. Do you stand there, with an annoyed expression and watch? Too helpless or angry to do anything pro-active?

Again, I have taken the time to share all of this in hopes that it might help American Airlines improve. You are not some Podunk Come-Lately Airline. Not some discount-of-the-day. You are American Airlines! Act like you have done this before! You even cost more than other options, but I chose you because I have flown with you before, many times and had good experiences in the past. But, at this point you have some work to do. This may have just been unfortunate circumstance, but the poor response was clear. The poor response is what took this experience from bad to worse. I have already booked another trip to Guadalajara in the first week of October. And, I booked it with Volaris. Good luck American Airlines. Call me if you would like help straightening out your customer service. I would be happy to help.

For some reason, a United Airlines flight, a British Airways flight and a JetBlue flight were able to leave Austin. Similarly, after about four hours on the ground, all the American Airlines domestic flights were able to disgorge their passengers at Austin and leave. Four American Airlines international flights remained, but, by law, were required to release their passengers after the four-hour limit. While inconvenient, none of this was cause for complaint: weather is weather, and safety rules must be followed.

We expected that we would not get home until the next day and that American Airlines would assure that this would be done in a reasonable fashion. How wrong we were. The worst horrors of our ordeal came after we deplaned at Austin. The bus let us off at Immigration and Customs. We encountered a crowd of about 600 passengers (the occupants of the four American Airlines international flights stranded at the Austin airport), waiting for their luggage to be delivered from the planes. Most were standing, many were sitting on the floor, and some were sleeping on the floor, tired from their 4 to 5 hour imprisonment on the tarmac.

A fortunate few occupied the 40 or so seats in the luggage arrival area. Exhausted and hungry (most had not had a meal since they boarded their planes hours before: for my wife and me it had been 10 hours), several infants and some adults were in distress. There was only one water source; a single-user fountain on the second floor. My wife and I, both in our late 70s, stood stoically, fighting fatigue and the pains of aging. No one knew when the luggage would be delivered (or indeed if it would) and what was to be done after we cleared Customs.

This is the real source of my complaint: total lack of communication from American Airlines. Could you not have made some announcements concerning our plight and your plans to alleviate the problems? Are we cattle? The torment continued. Our baggage finally arrived an hour and a half later, after midnight, and we finally cleared customs. We then looked for the American Airlines ticket counter, where we found a lone ticket agent whose only function seemed to be pointing to an exit where we would find a bus going to Dallas.

There was no driver at the bus. Seating and baggage loading was do it yourself. My wife and I were the last passengers seated, and someone opened the baggage compartment for me to stow our suitcases. We considered ourselves lucky because we were on the last bus, though we were not the last plane passengers. (How did American Airlines handle the stragglers? I shudder to think.)

After a four-and-a-half hour, very uncomfortable bus ride with one twenty-minute rest stop, we arrived at DFW. Again, without any direction from American Airlines personnel, we made our way to the ticketing area, where we found a long line snaking toward a couple of ticket agents, evidently re-ticketing the unfortunates from yesterdays missed flights. I noticed shorter lines at the priority counters, so, armed with my priority boarding pass from the day before and my Ruby AAdvantage Gold card, I approached the area.

I was intercepted by an enormous bouncer who reminded me of a Thomas Nast Boss Tweed cartoon. I showed him my ticket and card. He informed me that only first and business class was allowed to pass. I started to object, noting that I always went to the Priority line with my Gold card. He said he was not an American Airlines employee, but a contractor and he had his orders. Noting that I was twice his age and half his size, I decided that I was not going to get past him. That's what I get for my million miles? We returned to the hoi polloi line and spent an hour and a half getting to the ticket counter, where we were issued tickets for San Jose.

Finally, relaxed and confident that we were on our way home, we had breakfast the first meal we had in 24 hours. We went to the gate (9) indicated on our tickets and were surprised to find out that gate was for San Jose, Cabo. We were redirected to gate 13, where the plane to San Jose, California, was waiting. We got in line to board, Gold card being accepted, and handed the agent our tickets. Mine had been cancelled! Twenty-seven hours with no sleep, bullying from a contractor and treated as a cipher (look it up) instead of a customer by American Airlines! I lost it.

Who in hell would cancel my ticket and why? Our luggage was going to San Jose without us? Not if I could help it! With great effort I was able to cool down while the ticket agent worked on the problem, though it did not help that she was freely giving boarding passes to standbys while we watched. Finally the agent found a way to get us on the plane. We were the last to board, seated far apart. I asked my seatmate if he would mind trading his middle seat for my wife's aisle seat, mentioning that my wife and I have been married for 56 years and didn't like to travel separately.

He agreed. We appreciated the kindness that he showed. It was far more than we received during out 36-hour trial on American Airlines. In sum, the treatment accorded us by American Airlines was substandard under any circumstances. That the airline would treat a loyal customer, a Gold-card member with a million miles under his belt, with such disregard is, frankly, contemptible. We were treated as cattle. As customers we deserved better. I expect an apology and some sort of restitution so that my wife and I can begin to put this horrible experience behind us.

They told me that I had to pick up my luggage in Toronto and recheck in and go through customs, etc. I insisted that this would not work for sure there was clearly not enough time and the lady told me "you are sitting up in the front (row 8) you should be able to get off quickly and get your luggage. I, again, insisted that this would not work. She said there was nothing she could do. I tried calling American Airlines and Sat on hold until it was time to board with no help. We get to Toronto, of course, and are in a panic to get our luggage and find the departures terminal to get in line and recheck in. It is now 3:45 pm and we do not get our luggage until 4:30 pm. I leave my family and run through the airport to the check in counter at another gate and address a clerk at American Airlines with my dilemma. He tells me that it's too late we've already missed the boarding check in and to get our luggage and come back to get booked on the 7:15 pm flight.

We race back up, now it's 4:50 pm and expect to go right away to the desk to take care of this issue. We are told to get in the line. The line is 2 hours long. All the while we are expecting to get re-booked on the original 7:15 pm flight. By the time we get up to the line it's 6 pm. Getting close to missing the 7:15 pm boarding time again. We get up to the counter to be told there is no 7:15 pm flight. It's Saturday August 13 and we are told there are no flights to our destination until Tuesday the 16th. Ok, what are we supposed to do? I have me, my husband and 4 children traveling. They offer us no assistance. This is unacceptable. Come to find out they changed the flight from 7:15 pm to 5:10 pm on August 9th while we were on our cruise. We looked at all of our correspondence and were never notified of this change.

It wasn't until I called the night before our departure after disembarking the cruise did we find out and were told it would not be a problem to get out flight. The nightmare gets worse, but this is the part pertaining to the airline. Long story short, we could not find a hotel in Toronto, we were never offered hotel vouchers or anything for the 3 nights that we were supposed to stay before catching their next flight. We ended up taking a Greyhound bus to Buffalo NY to be able to get a flight out on Monday morning instead of Tues. We incurred over $3000.00 in additional costs for transportation, lodging and cheap food for 6 adults, missed days of work, missed days of school etc. and no consideration whatsoever. It was basically, "well there is nothing we can do". On top of it all there is NO consumer relations phone number for me to call to discuss this with American Airlines. I have to submit this in an email.

They created an impossible situation and took no responsibility. I called other airlines and explained my situation and was told numerous times that this was on their end and when they made this change they should have had a plan in place for us as far as refunding our money so we could book with another airline, or hotel accommodations or something. I am totally dumbfounded at the customer service policies of this Airline. Oh, as a result my one son's return ticket home to NY had to be reschedule on JetBlue and they didn't even charge me a change fee when I explained this story and called them at 4:30 am, when we reached Buffalo, on the same morning he was suppose to fly back to his home in NY.

Second, flying from somewhere to DCA with a stop in Chicago, a stewardess spilled a cup of hot coffee in my lap (not my coffee. I don't drink coffee). This was back in the days when people on airplanes dressed up, and she made a mess of one of my business suits. AA made no offer to clean my stained pants beyond the stewardess giving me a "hot towel" to mop up the hot coffee in my lap. Thanks a lot. For some reason, probably triggered by having a planned business class flight to Europe wreck by Delta's recent debacle, my misadventures with AA popped into mind along with the recollection that I never before told you why I won't fly AA. Now you know. So I tried to send the above to AA on Aug 15, 2016 but I could not do it because AA's website refused to accept my home address as a real address--how stupid are these jerks that they think I don't know my address?

Ok, after getting off and waited for 15 mins, they begin to hand us reservation contact card so we could call to manage our reservation, but when I called, the staff in phone told me she got update saying it's going to depart in 15 mins. I was like, "ok, not too bad." After 15 mins, the time changed to another 15 mins later. Then the gate staff said it's very likely to cancel, at this time, it's 50 mins.

So I called again to ask if I can get a refund. Then the terrible staff in phone said, "No, we can't give you a refund because it's not cancelled," but the staff by the gate said, "It's most likely to be cancelled." "Well, you see, it's most likely" "I had an interview..." "We couldn't get you another flight this morning because it's all booked." "So how long do I have to wait to know it's cancelled?" "I don't know." "Oh, so I can't get a refund, and if I want to book a ticket from another company, and your flight is working again after 3 hrs, I can't get a refund then??" And she was like, "Whatever".

Never experienced such rude customer service. I have to ask the agent by the gate, but it's a long line, finally after 5 mins, it's officially cancelled? Wtf? No, that's not the end of story, never doubt the ability they have to make you feel like living in hell. So I called after for refund, surprisingly, it's the same agent "Well, it's finally cancelled, can I get a refund?" "Ok, what's your locator..." and I said "E". "What" letter E, empty E... didn't she understand English? "Do you want a full refund for your ticket?" Yes. Ok, I thought I was done with this **, so I have to spent almost three times of the price for a ticket to DC in another airline.

My return flight with AA is at midnight, again, it's delayed, for 40 mins or so, finally when I was on board, I got kicked out. Why? Because they cancelled my ticket, and saying, "When you asked for a refund, all your trips are cancelled?" Reallly??? And last minute, the agent in the phone told me I can't get a refund for a non-cancelled flight, "Now you cancel my ticket for a non-cancelled flight?" She said, "Well, the flight is full, yes, you can't get home today." It's my fault. I ask for a refund.

When I asked for a refund, she never told me my other fight is cancelled, "Just give me a number so that later I can go to website to get refund. "Oh, yes, how come I don't know a refund will cancel all my other flight, because I'm not a fully trained staff who work in your company and know them all!! I don't know what kind of people can do things like this in the middle of night, they totally ** me up, and insulted me.

Getting up at 3 and had all these things almost made me pass out, I have to spent another 300$ for hotel and another flight... and the taxi dispatcher insulted me for not speaking loudly. I can still stand there and walk is already a miracle. I tried my best to speak. he just like mocking people. Well, none of this would ever happen if I don't use AA. In the end, I ended up paying for over $800 for everything that resulted from the cancelled flight which is only 142. So advice for anyone who value life and time, stay away from AA. And I wonder why they even want to put money on free inflight entertainment, no, that's not where they should use money, it's the customer service!!

No wonder American has to compete with others by acquisitions since you forget the customers. Your staff are trained to not meet in the eyes and speak like robots when the questions inquired are Yes/ No. We do understand delays but once a flight gets delayed over 4 hours and 5 reschedules - Is there any accountability? Your Ops, Air traffic, Field staff, ITES & Customer Service - What kind of integrity does American reflect as an organization? You cannot allow reschedule to future date beyond weekend, you won't refund, you won't even keep up your next flight time posted. Is this anywhere close to Fair business practice?

I do encourage you guys to not forget the customer is the king. You need example - Spirit Airlines. So much is being done with so little and yet they can be profitable - Why cannot you guys? What kinda airlines gives a passenger a ticket printed legally from their RES system for travel date 08/12/16 time 1:10 AM when my flight is on 08/13/16?

She never offered me to replace the ticket with my personal credit card, she did not even allow me the chance to buy a ticket thru her for the same price as the original $300.00 ticket. They did nothing and now I am out of the $200.00 which I am getting back but now I have to pay $397.00 for a ticket. ALL this for being honest and truthful... It is hard to tell someone to be honest when American Airlines treat the innocent like they are criminals especially when it was I whom informed them that there was fraud in the transaction... NOT good business at all.

During the delay, the woman who takes the tickets at the gate opened the airplane door before speaking to the Pilot to make him aware and get clearance. As the Pilot went to discuss this, he and the woman (ticket taker at the gate) began to argue at the top of their lungs. This was very unprofessional in every way. This woman also put all of the passengers' lives at risk by not getting clearance from the Pilot. I am very disappointed in the way I felt during my flight to LAS. This was an unacceptable and very sad trip which American Airlines provided.

Once I finally got up to the counter, I encountered a lady named Pam. I was hoping that she would be a little bit more helpful with our flight but she wasn't. I asked if we were going to miss our connection from PHX to SLC, she said she didn't know. When I asked if the pilot would hold the flight for us since there was 4 of us and a few other people that I overheard were trying to get to SLC, she said she didn't know since that was up to PHX. I get that, not at her discretion to make promises. I asked if we could call and see if they would hold the flight because if they weren't I didn't want to get stuck in PHX, because apparently ALL the flights out of PHX to SLC were booked. I would much rather stay in Kansas City since we have family there.

She said that it was asking too much to call over there and find that out, which completely took me by surprise since I work in the hospitality industry. She then told me that the next flight out to SLC from MCI wasn't until Wednesday, June 15th 2016!!! Which we ended up getting booked on because we had no other choice because we didn't want to get stuck in PHX or DFW.

After all of that I asked for our luggage that was checked, just one bag. Pam advised me that the baggage manager had said that no bags were going to be retrieved because they were already loading the plane. I explained to her that all of our clothes were in that bag and that we needed it. Pam didn't care. She made no additional effort to retrieve our bag. Mind you that we are now in Kansas City for 2 extra days without any clothes besides the ones we were wearing. Pam told me to go to baggage claim and so I did.

When I got to baggage claim there was of course another 30 min wait, however when I got in to talk to the agent, she was extremely pleasant, very nice young lady, I'm sorry I don't remember her name but it was about 6 pm on June 13th. I spoke with her and explained our situation. She gave me a couple options, 1) request the bag be sent back to MCI but explaining that by the time it got back to MCI it would most likely be Wednesday night (6/15/16) and our flight left Wednesday afternoon (6/15/16) or 2) just have the bag delivered to our house in Draper, UT once it landed in SLC so it would be there when we got home. Obviously, we said, "Just have it delivered to our house since it would not make it to MCI in time to benefit us". Our file reference number for our bag claim is **.

We also got charged for our bags to be checked because I forgot to bring my Citi AAdvantage Credit Card and they couldn't just look at my reservation and see that I booked it with that card and waive the fees associated with it. On our way back from home MCI to PHX to SLC on 6/15/16 we also got pushed back to the back of the plane although I had paid for upgraded seats closer to the front for all 4 of us. I get that other people on that flight did the same but my MAIN issue with the flight from PHX to SLC was the fact that our seats were assigned to where my 5-year-old daughter was sitting by herself away from us. I had to BEG someone to take her seat somewhere else so I could sit next to her and the lady that I was asking wouldn't do it and didn't want her 17 year old sitting away from her.

Fortunately the gentleman that was sitting next to my husband and 3-year-old son offered his seat to my daughter and switched with her so she wouldn't be sitting next to two strangers by herself. If you ask me, that was extremely irresponsible and inconsiderate, imagine being 5 years old and having your seat assigned next to two strangers. Imagine being a mother and being told by the flight attendant that there is nothing she can do to help me with the situation and that I had to ask random passengers myself to switch seats with my daughter. With everything going on in today's world I am extremely disappointed that a American Airlines employee thought that it was acceptable to put my 5-year-old girl next to two random strangers and being told by the flight attendant on the plane that there's nothing she can do and that hopefully the two people next to my 5-year-old aren't traveling together.

You will find receipts that I am hoping and expecting to get refunded for since we couldn't get our bag off the plane to stay 2 extra days in Kansas City so we had no clothing. I would appreciate a refund and then some considering we saved American Airlines money on Hotel expenses since we choose to stay with my mom for the extra 2 days. My husband had no sick time or vacation time so he missed out on 2 days of pay because of this whole ordeal and I had to use 2 extra vacation days that I really needed for my brother's wedding in September in Kansas City.

I happened to look at the status of their tickets and noticed the change. I called right away. My son's flights were irrevocably changed because his final flight connection was no longer available. So I tried to change my mother's flights to match my son's newly airline-assigned flights. American Airline's policy is to charge a $200 fee for flight change regardless of circumstance. I ended up paying an extra $280 to put the two family members back together on the same flights. I can see a policy put into place to deter people from changing flights routinely, but when it is the airline itself that makes the change, I don't see why the customer must pay to match their change for parties traveling together.

To put it in a different way, I would say, their responses are, for the most part, an automated reply with an easy fit for all hoping that customers will, in return, give up and abandon their quest for a reply. I can only imagine the frustrations of older people in similar situations since they are not acquainted with communicating via emails.

The changes American Airlines has made recently to their AAdvantage Air Miles Program was done exclusively to their advantage to the detriment of its customers. American has reduced the benefits of its Air Miles Program and at the same time has increased air miles requirements to redeem an award travel. I joined American AAdvantage air miles program (also called "AAdvantage Loyalty Program") in April of 2004 and have accumulated to date hundreds of thousands of miles.

I have found in years passed that American AAdvantage was (if compared to others) one of the best frequent flyer programs as far as flights and dates for rewards availability. Yet, since the merger of American Airlines with US Airways in 2013 things started to change. I have, for the most part, always used my miles to travel to Canada from Miami during the summer months and have always booked award travel months in advance.

Beginning in the spring of 2013, I have found that flight availability for MileSAAver awards has become scarce on the daily nonstop flights service to Montreal. The flights that were being offered had connections with terrible layovers. The nonstop flights were available but at the Economy AAnytime award requiring double the mileage (25K) for a one-way segment. In 2014 and 2015 the same situation took place and I have not been able to book and get decent flight schedules for the MileSAAver award travel to Canada. This has forced me to use the two other air carriers' air miles programs I have > Delta's SkyMiles & United Airlines' MileagePlus.

The merger with USAirways may have been a good thing for American but not for their customers. I say this because in the past, I have, on occasion, used my US Airways Dividend Miles as an alternative to travel to Canada but because of the ongoing merger with American, it was difficult to find award seats on US Airway at any of the lower two mileage redemption levels.

Now in the spring of 2016 things have gotten even worse. American has decided to increase award levels for travel to Canada to 15K from 12.5K. Now for travel within the 48 contiguous US States, American came up with a new sub-category of their economy AAnytime award (coach class) with 2 award levels: the economy AAnytime Level 1 requiring 25K miles and economy AAnytime Level 2 requiring 30K to 40K miles and this again, just for a one-way segment. This excess in mile requirements is called "gouging" as far as I'm concerned. The new sub-category platform now used on American flights to U.S. and Canadian cities is just another way for American to gouge its customers out of as many miles as they can. I feel the recent changes are totally unfair.

Not only has American increased award levels but has also changed (re-shuffled) the Reduced Mileage Award Program by eliminating several U.S. and Canadian destinations from it. What is the reason behind this move? Why was this important benefit for Citi Card & Barclaycard credit card holders taken away? The remaining U.S. cities on that list - at the present time - are not all prime destinations and they are for the most part small towns destinations.

The reduced Mileage Award offers miles reduction up to 7,500 miles on a round-trip ticket for premium credit card holders. I am paying a $95 Annual fee to Citi card to keep my Citi AAdvantage Platinum Select MasterCard and also $89 for my BarclayCard Aviator MasterCard for the reduced mileage award benefit. Now that this benefit has been highly reduced, is it worth it to keep these credit cards?

In May, I sent a letter to American Airlines' VP Marketing at their headquarter in Dallas and also to the Director of Customer Relations in Phoenix AZ, requesting an explanation regarding the recent changes made to the AAdvantage Miles Program. My letter was sent to a representative in the AAdvantage Customer Service Dept. The rep only used her first name and her last name initial and she has been communicating with me only via emails. The response I got from the representative did not address the concerns I have regarding American's recent changes to their AAdvantage Airlines Program.

What I received was a bogus and an easy fit for all responses for the sole purpose of dodging my questions hoping that I will give up and abandon my quest for a reply. I have sent the anonymous representative a 3rd email requesting to be contacted by phone to further discuss this matter. I have always felt that the best and most effective way to resolve an issue with either a vendor or supplier of services is to communicate by phone.

I have also informed the anonymous representative that if I do not get a call back from her or someone else within her department with satisfactory responses, I will pursue the matter by posting this unfair situation to internet base consumer's complaint websites. Since my request for a call back has been ignored, I decided to post this unfair situation on this website [Consumer Affairs]. As I said in the beginning of this expos, the AAdvantage air miles used to be one the best Air Mile Program available, but now it has changed to the point that it should be renamed DIS-AAdvantage air miles program.

The disappointed travelers included folks trying to get back home to their families, a mom and dad trying to get to their daughter's wedding, several domestic and international people trying to explore the wonders of Yellowstone National Park and my wife and I who simply wanted to spend a couple of days with a friend and backpack through the Wasatch mountains. I completely understand that from time to time there will be circumstances that one cannot foresee and that getting travelers to and from their destinations safely is your top priority. However, the way these circumstances were handled by American Airlines was unacceptable both at the departure gate and by your customer assistance personnel. The lack of leadership provided by American Airlines staff at the departure gate was clearly obvious. If not for another flight departing from the same gate your staff would not have had a presence whatsoever.

The flight was delayed several times (from 6:00 pm to 7:00 pm to 10:00 pm to 11:20 pm to 12:45 am back to 12:30 am then to 1:00 am and finally to 2:00 am) but yet no presence of American Airlines staff to provide any information that may have helped travelers inform alternative travel plans. Instead of providing any personalized customer assistance at the gate your staff chose to manage this unfortunate situation passively by leaving us to sit helplessly, at the mercy of our electronics, for the status of our flight and wondering if we were ever going to get to Salt Lake City at all.

It was not until approximately 9:30 pm (many of us were at the gate at 4:30 pm) that American Airlines staff informed travelers that the flight had departed Fort Myers en route to Philadelphia. Finally a ray of hope as one would think. However, your staff failed to mention that American Airlines had not secured a crew to fly the plane from Philadelphia to Salt Lake City. A small detail that was overlooked and not made known until 45 minutes later. Finally at approximately 11:30 pm, 5 hours after the scheduled departure, the flight was canceled. It is unbeknownst why American Airlines failed to have adequate stand-by crews at one of its hub cities. Contingency plans must be in place to mitigate against these unforeseen circumstances.

There is only one conclusion to draw from this indiscretion, that is, American Airlines is indifferent toward customer satisfaction. You chose to burden, us the travelers, rather than your flight crew. Shame on you. If your lack of leadership and indifference were not enough, we now had the pleasure of dealing with your airline's customer assistance staff which displayed no empathy for us the travelers whatsoever.

The role of customer assistance is to turn a bad experience into a good one. Customer assistance is about serving people; it should be genuine, personalized, and compassionate or, simply put, human. These characteristics seem to have been completely foreign to the customer assistance manager that was on duty the night of July 21st. This person did not seem to have any concern or sense of urgency and was unsympathetic in regards to even helping her own staff address the needs of the inconvenienced travelers. For example, as we reached Customer Assistance there were four (4) representatives ready to serve approximately seventy (70) or so disappointed travelers. After nearly 15 minutes, three (3) of those representatives left their work stations and went home.

It is clear that this manager has nurtured a culture among her staff that trivializes the traveler's experience. She does not care about her work or why she does it and it is obvious that her skills are not an appropriate match for customer assistance. Maybe some back office position but never should she interface with the traveler.

Travelers are entitled to reasonable compensation in light of flight cancellations. However, American Airline policies that pertain to such are complicated and include many conditional terms and conditions. For example, many of the travelers who were fortunate enough to get a hotel voucher were told that American Airlines would not provide ground transportation. American Airlines has instead chosen to shift this burden to the traveler. Likewise, an elderly couple, who were overwhelmed and exhausted from this ordeal, were told that American Airlines would not provide them with hotel accommodations simply because they resided in the greater Philadelphia area.

Sometimes common sense and common courtesy need to prevail and your customer assistance staff should have the discretion to assess the situation and make a judgement call to override such a policy. Lack of leadership and contingency planning at your hub cities, marginalizing customer assistance and antiquated company policies all indicate that customer assistance is just an afterthought to the American Airlines Group. Unfortunately the traveler, your consumer, is paying the price until you figure it out.

Plane delayed out of Orlando due to thunderstorms. Gate attendant booked us on later flight out of Phoenix so we could still get to Portland as planned. Upon nearing landing in Phoenix thunderstorms forced us to circle for 1/2 hour then divert to Las Vegas to refuel. Flew through horrendous thunderstorms to Vegas. We were not allowed to deplane to continue on from there though we were closer to Portland and north of the horrible weather that was affecting flights. Flew back to Phoenix through worse weather and circled again for almost a half an hour before being cleared for landing. Our connecting flight had not yet left so we went to the gate to check in. American Airlines boarded the entire plane, closed the overhead compartments and then notified us that the crew would not be able to fly as they would reach their maximum time in flight. Deboarded entire plane.

Another connector was still available. Checked in to that flight. Informed an hour later that flight would be unable to fly due to a lack of flight crew. Informed that we would be given a special, exclusive phone number to call to reschedule our flights for the next day. Called the number at 3:30 am and the agent tried to book us to Portland, Maine instead of Portland, Oregon then informed us that we wouldn't be able to fly out until 10:55 the next evening. I asked if there were any earlier flights and was told I could go standby at the airport if I wished. Called the number again at 9:30 am and was helpfully booked onto an earlier direct flight to Portland. Weather is outside of the control of the airlines but customer service is not. American Airlines' utter lack of customer service was appalling. I will not fly American again.

I was given the ride of My life and nothing but hassles from beginning. They told Me to fax the receipts to them THEN when they received them they didn't like the receipts the restaurant gave Me. Because it was a delivery I only got a receipt with the date/how much I spent and the restaurant name on it. They said those receipts were not acceptable. When I asked why 4 purchases weren't automatically posted they said it was MY responsibility to prove My purchase so I contacted My credit card provider who sent Me the statement. They didn't like this either because it only had the last 2 credit card numbers on the statement (I had written the last 4 digits by hand which matched the last 2 on the statement).

I told them the CC company refused to place the number for security reasons but they said without the machine printed credit card number they would not give Me My rewards I earned. So much for EVER using the American airlines diners service. It DOESN'T work. ALSO AA will not issue a credit card to a person with a 700+ credit score and NO late payments for 3 years. Go figure...

A man asked for some water after being on this plane for hours and was denied. She told him he wasn't first class and wasn't in a top seating class and therefore gets no water. The man was still nice and explained to her, it is only water and will take her only 2 seconds to get it and she told him, he was bitching at the wrong person and to stop bitching! Super rude! We are now on the airplane for a second time and again have been on here for hours. We have a new pilot and crew, but are still waiting. I do want to thank Elizabeth, another flight attendant, for being so kind. She brought everyone water and has been nothing but sweet and has had a smile on her face.

She never followed through with the refund of $600.00 she promised as we had her on speaker phone and wrote it all down. Then she said, because I was "angry" she was going to have someone else call back. That only took 25 days, and they emailed us (2) $300.00 vouchers that we will never use. How can I trust them to do the right thing? Disabled people are not required to pay for FIRST CLASS to be accommodated. Even when you do, they do zero to make sure it happens. NO ACCOUNTABILITY and no refund. I am filling out the complaint form to DOT, which comes with a MINIMUM fine of $275,000.00. NEVER AGAIN.

Disabled people have no rights and good luck finding any attorney to take these cases. They are all too lazy, greedy and they only handle death. Not only that, I have been on 2 flights #880, out of MIAMI to MBJ, that had to turn around to make emergency landings. Another flight out of JFK to MBJ, they lost my luggage for a week. Last week, a plane caught on fire and is finally being serviced. WHO WAITS for that to HAPPEN before they respond? Negligent, violators of ADA, and general morons at the top, handing out useless "store credit", that I said I did NOT want.

My RECORD LOCATOR number is below, that shows the itinerary and all the changes, plus it took 2 days and an overnight in Miami INTL Hotel at a cost of $168.00, plus the dinner we did not get. Carter in Miami re-booking, was part of the problem as she handed us half a leg with NO SEAT # on it. The lady who was finally pushing me (Aura) told us to not take the ticket and "make her ticket you all the way through with an actual seat number." She of course was backed by those flunkies in the Texas executive offices. NO HANDICAPPED person should ever go through what I did.

However, American Airlines charged exorbitant fees of $200 per passenger and would not help us even if we provided a doctor's note. A supervisor told us that St. Lucia is not on their list of locations with the zika virus. I asked if I could send in a report from the center of disease control, but was told they cannot do anything unless it is on American Airlines' list. If we cancelled the flight, we would receive NO refund - a $1,200 total loss. We then looked into changing our flight to take a state-side trip, and for a flight two states over, we would still owe fees. We didn't even ask about baggage fees! All the customer service representatives were very kind, but the company's policies are unacceptable. I will never fly with this company again.

I was explained that if I gave a death certificate I might be able to get a refund. That sounds great, let me go ask my stepfather to cough up the death certificate to get 80 dollars. I was a travel agent for 20 years, worked hand in hand with American Airlines. NEVER have I been treated so disrespectfully!!! I called back again to get my daughter back her $80 dollars and nothing.

I canNOT believe what this airlines has become!! We did NOTHING wrong and went by all the rules and STILL canNOT get our money back!!! $80 that a young girl paid with her own money and we canceled within 24 hours which was THEIR rules and she can't get her money EVEN when she was TOLD THE REFUND WAS BEING PROCESSED. I will not stop, I have contacted my local TV station, any company who steals from kids and anyone needs to be stopped.

American Airlines knew this was the last flight coming out of Philadelphia to Newark and you had travellers on the flight that they made late. Why didn't they delay the last flight leaving Philadelphia to make sure everyone got home safe? Not American Airlines. They are in one word PATHETIC. I will never use their service again.

Soon after, we were beginning our descent to land. Suddenly, the plane jerked upward at a steep angle, again everyone onboard screamed. After a few nervous minutes, the captain came on and said he couldn't see well enough to land and had to go south then turn back. He also said we would be landing at 1:05 instead of 9:05 and never corrected the mistake. After flying out for a long time, we finally turned and landed. As we deplaned, the flight attendants were nowhere around, and the pilots stayed in the cockpit and didn't greet or speak to the passengers at all. Very strange flight. I think we must have avoided disaster. Scariest flight I've ever experienced in my life.

Finally they boarded the plane and I took a sigh of relief. We were buckled in and ready to take off at 8:50 pm, only two hours behind schedule. As we were in line for departure on the runway, the pilot made an announcement that we had a piece of luggage on board that belonged to a passenger no longer on the flight. He had to taxi back to the jetway and drop that bag off. The staff took a long time to find this bag. I was appalled that with the security measures we have at airports that this mistake could even happen. We were about to taxi out again when the pilot announced that we needed more fuel. I was now concerned that we had a bag that belonged to no one and we were already low on fuel by just taxiing. The pilot had to get someone to bring fuel over which took awhile as they had to find someone. At 10pm we were told that we were leaving. We started to leave and taxied back out to the jetway.

After waiting for clearance the pilot comes back on to say to there is a problem with the fuel pump and we wouldn't be able to fly. They had us deplane after waiting for an employee to come back to the gate as everyone had gone home. We got back to the gate waiting area at 11 pm so we sat on the plane from 8:50-11pm with nothing to show for it. Now sitting and waiting with no information was frustrating. They made an announcement that they would have a decision at 11:30 pm. We now have been sitting over two hours with nothing to drink or eat. I was extremely thirsty. Nothing was open and the water fountain was broken. I thought the airline would offer some bottled water, but there wasn't even anyone around to ask. 11:30 came and went with a quick announcement about still not knowing anything.

Finally they said we were boarding again as the plane was fixed. We stood in line, scanned our tickets again and started down the jetway. We didn't even make it halfway down when we were told to turn around. As we started the other way the ticket takers said, "What are you doing?" They didn't know the crew had turned us around. I was shocked with the lack of communication and that no one knew what was going on. The agent finally announced that the flight was officially canceled with no explanation. We were at gate 33 and was told we had to go back to Ticketing to talk to an agent about what would be done. It was an extremely long walk, with escalators not working. We had to go up and down and there were no agents around to ask how to get there. We ended up at baggage claim as everything else was blocked off. We had to find a way to get upstairs to the ticketing counter.

We finally got in line at 12:15 am. We don't know where our bags are, we still have had nothing to eat or drink. There was an agent walking around the line and we asked for some water. All she said was that we would get vouchers. She was extremely dismissive and uncaring. The line moved very slowly. We got our turn at 1:30 am. There were 3 agents at that one computer helping us, again making me question how this airline operates. We explained we were on a tour and needed to get there. They said the earliest we would fly out is at 5:30 pm and arrive Friday morning in Dublin at 5:10 am on Aer Lingus. They couldn't put us up in a hotel as they claimed there were none available. They said we could find our own and they would reimburse us up to 300 dollars if we put a claim in on their website. How could I find a hotel in NYC if they couldn't? I am not from here.

We live in Connecticut and already drove 2 hours to get the airport. We paid to park it in a lot and had no way of getting to our car. We then asked for a taxi voucher but they wouldn't give us one until we had an exact address. We didn't figure it out yet so we would have to wait in line again. They gave us the food vouchers that were only good for use in the terminal and nothing was open. They said we could buy water at store through security, but we were not ticketed passengers anymore and security was closed until 3:30. They finally told us our baggage was on carousel 9. We went to get our bags and made some calls at 2 in the morning! I went back up to ticketing to wait in line again to get a taxi voucher now that I had an address of a friend that I had woken up. He was going to let us come over, what a lifesaver. He had to go out work at 7 and his wife had an important appointment very early. We greatly disturbed their night.

The ticket agent explained we had to use Skyway cab services. I told her there were two of us. I went downstairs to get our bags and my fiance. We waited outside for 15 minutes for the cab. He said he couldn't take us as the voucher said only one person. The driver had to find a manager to get permission and she said take us both. We finally got on the road around 2:35 am still with nothing to eat or drink. No one was sympathetic or friendly. They seemed to act like this happens all the time. Luckily we had friends in Long Island, if not we would have had to stay in the airport. It was the most awful experience that I ever dealt with. I had never flown American Airlines before and now I know why. And it didn't just end here! Our return taxi came 15 minutes late even though we called for a pick up as we were in the cab on the way there the night before. We checked in and couldn't sit together on our new flight.

I am very anxious and I was scared not to sit with Steve. We then got close to the gate and decided to have lunch with our vouchers. They read $24.00 max, but it said it was for 2 people so we thought it was $24.00 a person. Nothing was explained to us the night before by American Airlines. The cafeteria manager said no it was only $12.00 a person. Well at the airport you can't even get a meal and a drink for 12 or under. Finally the food court manager let us go after listening to what we had been through. We took off on time and had a wonderful time on our trip, but we were exhausted the first day. We missed an entire day of our tour. We now have to make a claim against the travel insurance. So this stress was hanging over us the entire time. We tried our best to forget it, but it was always there.

We then flew American Airlines from Dublin to JFK on Friday, July 22nd at 8:55 am on Flight AY 4021. We took off a bit late, but nothing too bad. The crew never smiled once and the sense was they didn't want to be there. There were no tv screens on the seats like on Aer Lingus. I was surprised on a 7-hour flight they didn't do more for their passengers. Anyway we landed at JFK at 11:20 just on time, however we didn't get into the airport until 11:40 as there was another plane at our gate.

We then got to baggage claim and our bags did not come out for 45 minutes! I asked an agent what was going on. They said they didn't know. No one was answering their calls. I wasn't surprised at this point as the communication is despicable with this airline. Finally we got our bags and went on our way to get our car. Due to the delay we hit more traffic from New York to Connecticut than we would have. We had such a negative experience and will never fly American Airlines again. It's a shame this is how this airline is run.

After being on hold on the phone for over 30 minutes we finally managed to talk to someone and after many more minutes on the call we were told that the best they could do was to put us on a flight one week later! We were given no other choice. Either accepted to travel one week later or get a refund. So we accepted to change the trip dates, hoping that we would be able to re-organize all our plans around it. Needless to point out that this situation caused a lot of family distress and financial loss and American Airlines at no point offered any compensation for any of it. Unbelievable!

Then to add insult to injury he informed us that since we would get into Charlotte so late that we would need to stay overnight and that we would have to pay for the motel room; all since it was the weather that was making us late. He when he said weather caused the problem that was a bald face lie. We had a flight crew problem. American didn't want to pay the flight crew to wait for the plane to get in so they instead sent them to another plane leaving our plane with no crew. I'm a helicopter and fixed wing pilot so I fully understand aviation and I'm also a Fire Chief so I fully understand scheduling but when a plane load of passengers can all be displaced and discarded the way it happened tonight enough is enough.

Ever since American bought out USAIR their service has gotten deplorable. I have never filed a complaint like this before but it is time we all need to start filing complaints like this. It is ridiculous that they can steal two days from us just so they could save on paying overtime and then they want us to pay for their mistake (the motel room which cost me $134). So listen up American Airlines, you suck and if you can't run a better show than I saw today, then you need to be out of business. We need to matter to you if you deserve to be in business. We trust our lives and our family's future to you but if we can't trust you to tell the truth about a scheduling problem, what other issues could you be lying about. Oh and by the way, fuel is also half the price it was three years ago, so why are the tickets almost twice the price they were three years ago but that's another story...

The only connections available were 8 hour trips through obscure cities with 2 connections. Yet they are giving away thousands and millions of miles through credit cards and then don't release seats. The deficit they are running must be almost illegal given the number of miles out there that can't be redeemed. They have changed their program, made it impossible to achieve status, and treat their elites poorly. I am out and looking for a new way to fly.

I truly believed that AA overbooked on that flight and when we asked to speak with the manager, the gentleman was rude and was referring us as "You people". When we asked for his name, he held his name badge and came forward and acted like a child. When we told him that he should show some respect he told us that he would call the police. We pressed to see a manager. While he was leaving, he told us that he was buying time!! He grabbed my husband's green card and DL along with the passport, was standing end of the counter and chatting for 10 minutes and returned without the DL. When we asked him to return the DL, he said he never took it. My husband walked to end of the counter where he dropped on the floor. When we showed him where he dropped, he said- "tell him to pick it up". Also when he returned, he stated that the manager doesn't want to talk to "you people".

We have never felt this kind of humiliation in our lives. We stood there waiting for the manager and the gentleman was imitating us. Finally we decided to walk at the end of the counter. The manager said he was busy and we asked him how long it will take him. He said 15/20 minutes. Obviously these AA employees lack in customer service!! We decided to wait and confront him. At that moment we lost total hope knowing that customer is their least priority. After 15 minutes, he was available and my husband asked him if he had told his employee that he didn't want to see "us people". He denied and when asked to call his employee and confront, he didn't want to do that.

We have traveled on AA several times in the past, never received decent customer service and this time it was the worst and all time low. We were so shocked of this type of human behavior that my husband and I decided not to speak about this experienced when left the airport. I have filed a complaint with AA customer relation but doubt there will be a correspondence.

Arriving at 5:10 - now 8:30.

And not just this flight. If I had seen 25 flights on the screen, 20 of them were delayed similar to this. Moreover, the gates got changed 3 times without any proper announcement or anything!! When I went in to ask the helpdesk, they give a very cool laughing response that a shuttle will come and pick us up to get to the other gate (Mind that the first gate was D2B and the second was C1 and there was no frigging connect between the 2 to even walk). Then the gates got changed another 2 times. Finally the flight arrived at 8:30 and as usual it was doing test runs around the airport until 8:50 when it took off!!

Horrible experience is an understatement for this. I had a call in at 9 for personal reasons and I missed it. Totally 3 hours of time down the drain. I would recommend people to never use this airline ever and for this ** experience - 167$. I demand at least 50% of refund for all the time lost and the stress caused. Bottomline - American Airlines SUCK!!!

An elderly couple in front of us went through the same ordeal. They checked in upstairs. The most frustrating thing was that if they knew that their credit card machines were not working - WHY make people wait in line for 20 minutes. I told a bunch of people not to be scammed. When I came down and confronted them they claimed that the issue was with my cards. I pointed out that others were declined too. Bunch of retarded cheats. I guess they hope that even if they delay 5 people from timely check in - they make money off booking fees. Corporate America. I had to make sure that I was not flying Trump airlines...

I called AA and explained that if I get pregnant NOW or in the next 2-4 months of trying, I would not be able to fly anyways. I wouldn't be able to get on a plane. BookIt did tell me that several individuals have received refunds for this specific case of Zika and that I will as well but AA seems to have no concern for women or their safety. I will not be flying at all in the next few months and if I get pregnant like I am trying to, I will not be able to fly by May (the month that I have 1 year to use the tickets until). I feel completely tricked and violated by the business between BookIt.com and AA. While BookIt took forever -- many back and forth arguments -- to issue my refund for the actual hotel. Neither places are being on any help as far as my NEVER WILL BE USED flights are concerned. I am disgusted. I also want to add that when my friend called JetBlue to cancel her flights, they did without any questions whatsoever and refunded her the full amount. I am appalled by the service provided by AA and BookIt.

Horrified we just hope no damage occurred. Arriving at Philadelphia our bikes are removed and placed on top of the luggage unsecured. We watch the cart towed away with our bikes bouncing around and again hoping they don't slide off and get destroyed. Our bikes made it ok but the boxes were pretty much destroyed and pieces poking through. We overpacked our bikes for the return flight after witnessing how they were to be treated. I had to go to a shop and get another box since mine was too damaged to be used again. As we walked up to the AA counter the attendant told us we would be charged $200 each for our bikes. We haven't even started the check in process yet so nothing was measured or weighed at this time. We tried to explain the cost was $150 for our initial flight and was stated on the AA website. We were told "the price is $200 and if you don't like it you can take your bike and leave."

And when we asked why it was more than the sites price of $150 we were told "because that's the price." Now we get overcharged and are treated awful by their staff. My friends box was destroyed when we picked them up back home. AA turned our $550 round trip tickets into $900 tickets just to bring along a bicycle. Apparently they knew they screwed up because our group of 4 were upgraded to first class on the return flight from SLC to Chicago. But I work for a living and want my money instead of a little leg room and a bad meal. Response from AA was just to apply for a refund online and zero other response since I did that a few days ago. Avoid American Airlines like the plague.

While we're waiting, they announce the flight is delayed again for AN HOUR AND A HALF! The reasoning? None given. When we finally do board, we are all seated & buckled in and we wait to go on our way. But of course we don't. We sit and sit, for 40 MINUTES, at the gate, the door still open. We see the crew and the pilots and some other guy in regular clothes (maybe air marshal) just chatting and doing whatever they want besides acknowledging us, the human beings, the paying passengers that have been waiting to get home or catch their connecting flights in New York.

No, they continued to just lean up against the walls and talk some more. I saw one of the pilots laughing away like the plane was totally empty and actually went to the bathroom TWICE during this time. Oh, the reasoning? NONE GIVEN. Not once did they explain what was going on, why we were delayed or what the status was of anything, NOT UNTIL AN HOUR INTO THE FLY. We aren't a herd of sheep American Airlines. We paid money to get on your plane but instead we were ignored and treated like luggage. Oh, also no complimentary snack was handed out. Only looked to be purchased food that was available. Last time I'm ever flying American.

I asked to talk to the manager David and they said he was in the bathroom and he left his phone. We went to call her nana to tell her what happened, and then we spotted David the manager. He said we have to pay the $75 and she can fly out the next day. My daughter was in tears. If the three girls were doing their job and not waiting for their boss to text them, my daughter would not have missed her flight.

Was put on standby priority 1 & 2 boarding on the last flight out of Dallas to Newark, now had to go to completely different terminal. 20 minutes before that boarding we are bumped down to 3 & 4 by 2 individual travelers with no disabilities at all. I had half my foot amputated 18 months ago, in addition to other disabilities. We were given a room at the Marriott overnight, $24 in dinner vouchers (ha) and $14 for breakfast. Made flight 2262 the next morning. This whole process was unforgivable and careless on the part of American Airlines. We travel 3 times a year here and there and will avoid using American Airlines in the future. I will plead with associates, friends and family not to use American Airlines. The compensation that was provided for our situation was a slap in the face and a joke.

Now I get to London and tsa working is having a day after I was told that he wish he could detain me for 6 hrs. After my shoes being swabbed and my backpack and patted down I complaint to his boss. As now I am running like oj simpson to make it to my gate. AA knew it was too risks for me to make this flight as I have a form of sickle cell and I am 59 yrs. old mind you. I get in Italy 2 hrs. I should of wit a crying baby halfway through the flight from philly to London not to mention after giving aa over 1,000 euro I have to buy food at the airport in philly where I sit for 5 hrs. and I have to waste more of my time because all the numbers for aa you can't talk to anyone. Damn shame.

We showed her our ID as proof and even said his uniform is in his backpack but she still didn't want us to board until our group was called. There were me and my husband then there was also another couple who's in the military had to go sit back down. When we got to LA the lady who was boarding us because it was a connecting flight. I asked her if my husband needs to be in uniform she said, "No, that's not the policy as long as he shows his ID". My husband serve this country and gets treated like that. Just ridiculous.

I tried to call AA Customer Relations which must be in the Witness Protection Program because they have no listed phone number and numerous transfers get you nowhere. I will never fly American again. My LV to Manchester flight on Southwest was pleasant, took half the time and cost 1/4 that of the miserable American flights. I will never fly American again.

To make matters worse, I was given another ticket for exactly 24 hours later! What the heck am I supposed to do at this airport for that long?! I am sleep deprived with no access to my luggage. I was given a voucher for a hotel room. I called the number only to be told that they were all overbooked and that no more room at a discounted rate were available! I returned that voucher to the lady behind the counter and told her exactly what I was informed after calling the number which she told me to call. I will make EVERY effort possible to avoid flying on American Airlines from here on out.

I advise the American Airlines clerk I had to get back home today when I realized I was going to miss my connecting flight in Charlotte. She was very rude to me and lied to me when she told me the last flight out to Augusta was full, and I would have to fly out tomorrow. This caused me to panic, I thought I would have to rent a car and drive home which she stated they would not pay for. I called my husband who then called me back a few mins later and told me I was booked on the last flight back to Augusta. He said they had plenty of seats!! So the rude agent flat out lied to me!!! I ended up getting home after midnight and had to be back at work the next day!

You can't speak to anyone in the complaint department of American Airlines, they refuse to speak to you, all you can do is fill out a form and they send you a pre-written response telling you flights were delayed due to the weather!! I wrote them back and told them there was no way weather could be the issue. It was weather perfect in all 3 cities I flew into! They continue to lie to me stating it was due to the weather and no refund will be offered! So my advise to you is: never fly American Airlines if you have to be somewhere on time!! Cancelled and delayed flights are very common with them as well as very rude employees!

I told her to cancel my transaction as I would just do that and I signed up for the program while I was on the phone with her. (I found a place in spring hill TN where I could buy a burger meal for under $10 and get the same benefit.) At that time she started to backpedal and tell me it might not make it in time, the transaction may be delayed and I would lose my points etc... I told her no, cancel it.

AFTER all of this she told me, the transaction already went through and it was non-refundable. I told her she should have told me about the other options first, and she certainly should have told me it was non-refundable before I agreed to it. She claimed that she would have a supervisor "try" to do a refund. After several minutes of waiting (and she came on the line every minute or two to tell me she was still waiting on her supervisor, which was nice and professional) I was told that the supervisor could not do a refund. First a non-refundable item is a policy, not a requirement. I was very upset and I told the woman so. She apologized for her mistakes in not telling me things up front and "swore" she was not trying to be deceptive. I found the choice of words interesting as I had not accused her of lying or any attempt at deception at all up to this point.

Bottom Line: this is a scam to get you to pay up or lose your points. How many points expire on Sunday instead of a weekday, and why wait till LATE FRIDAY afternoon to call and "make me aware" of the impending loss of my points. I told her that I would contact my credit card company and tell them to NOT pay the charge. She really did not care whether I did or not. The only reason I did not was due to my wife calming me down a bit and saying, "Let's just use the points up and then Never use them again". So we will, you got my money, but that is the last money AA will get from me. When my points are gone, I will NOT use American Airlines again.

NEVER have I been treated that way and to be honest, the only reason I DID NOT say anything was due to my frustration already. I was being mindful of my attitude and mannerisms as I know I would've snapped. To anyone who is going on vacation, do yourself a favour and stay away from American Airlines. I had to cancel my ticket since my flight was cancelled and fly with Delta. I had a connecting flight to Thailand which I missed and had to repurchase a new ticket. I'm rather disgusted and frustrated with this airline and will never fly with them again.

After some hours, myself and many other passengers requested to be put in a hotel at around 11:00 pm, when it was obvious that the flight was never going to leave Chicago. The employees at the gate lied and told us that "they could not yet do that, because they were waiting on the pilots' answer on whether they were going to agree to fly or not"(!!!) and at around 2:00 am, finally, someone dared to say that the pilots were not going to fly, and that they were sorry but all hotels in the Chicago area were booked for the night. SHAME SHAME SHAME on this ridiculous airline. THE FULL PLANE WORTH OF PASSENGERS were then walked into a "lounge", and we had to spend the night trying to sleep on sofas and on the floor.

What is this??? A lesser airline, a fourth-world country airline. I will avoid booking another flight with this incompetent, liar, company. I can just imagine how they take care of their airplanes if they cannot take care of simple matters like assuring a plane full of passengers that they are going to be treated with some respect. They sure saved a buck by having us sleep in the "lounge" but I am sure that they lost many customers that night, including myself. Shame on the Chicago American Airlines employees that lied to all of us that night. I hate that I have to give "one star", when this people deserve something below 0.

After some hours we were said to change our flight plan, going to NY JFK and then without changing aircraft to London Heathrow. So we had been picked up again to the aircraft and we enter at about 11 pm. After about one hour we started to see some teams working on both the wings, particularly around the engines. The flight takes off at 2,30 am!!! We arrived at NY JFK and we were said to go out of the aircraft and to enter a new aircraft!!! They took our boarding passes and we enter... there were a lot of people and our seats had been assigned casually! We lived with two hours of delay, at about 11 am and we arrived at London at 11 pm... there were no people of AA waiting for us (at LA they said there would be AA people waiting for us in order to be assisted), all the desks were closed and the first flight to Rome was scheduled at 7,05 am of the next day. So we had to wait for opening the desks (5 am) sleeping inside the airport on the floor.

At the really end we arrived at Rome with a delay of about 18 hours!!! We are trying to have a refund but it's very hard to understand the web procedure and there are not guarantees we could be refunded for this disaster. We are really disappointed of this behaviour, after having paid a lot of money. How can we find a solution to have our money back? In any case don't fly anymore with American Airlines!!! Be very careful, their behaviour is unprofessional and quite dangerous, because we enter a flight without credentials and this is incoherent with the actual security protocols!!

As I boarded the plane, knowing I had missed my connecting flight, and had no idea what I would do in Miami, I discovered the number was simply customer service/reservations. They told me there was nothing more available at least until Saturday (it was Thursday). Not knowing what to do in Miami, and knowing I had now lost several days to my trip, I began to raise my voice on the phone. One of the flight attendants yelled at me to keep my voice down. I told him I had no idea what I was going to do in Miami, and my connecting flight was gone. He seemed very unconcerned with my situation but threatened to kick me off the plane if I was not quiet. He actually seemed amused at my predicament and laughed. He offered no useful advice to me but did tell me "that's it", grabbed my passport out of my hands, and without any supervisor present, walked me off the plane. There was no choice but to comply.

I imagined TSA agents and all sorts of people getting physical with me if I did not obediently comply. I repeatedly asked the other attendants outside the boarding area what the name of the attendant was. They all refused to give me his name. One attendant began looking for another flight for me, and said maybe an affiliated airline could help me. A flight might be available tomorrow night. The reservation agent I had spoken to under the number they gave stranded passengers had not even mentioned the possibility of using affiliated airlines. I didn't know if they wanted me to re board the plane I was just humiliated on, or catch another. I asked to speak to a supervisor. The supervisor arrived, after a wait so long the plane left, and informed me the flight attendant that escorted me off had broken procedure by not consulting a supervisor before he took it upon himself to snatch my passport and walk me off.

I knew by then my trip was ruined. I felt traumatized of using the airline, or their services. Having realized the trip was ruined, I honestly thought they might try to make it up to me somehow. There followed an equally unfortunate period of calling the airline about the incident. There wasn't any complaint department or customer service that handled bad incidents. You must log in online, and are given a number through your email. The number given me kept leading me back to reservations. If the reservations people seem friendly about spending your money on a flight, their attitude is very different when you tell them you want to report a complaint. They tell you it's not theirs to handle, yet the number you are given for complaints go straight back to them. When you tell them this, their attitude is very different. When you finally find one that understands the procedure, and is willing to take down your story...then you must wait to be called.

American Airlines has no department you can call about bad experiences. After waiting, and re calling multiple times about the incident, I was informed nothing would be done for me beyond the refund. No disciplinary action was promised against any of the attendants that broke procedure in kicking me off the plane without having a supervisor present; laughing at my frustration on the plane, or those that refused to give me the name of the flight attendant. Once a year is it possible for me to travel like that, and still more rare is it possible to fund the trip and make all the preparations.

I was cheated out of my vacation, left with very unpleasant memories of their service, and the frustration in realizing they would do nothing for me short of me paying for an attorney to pursue the matter. I will never use their airline again, and neither will my family. I share my story so others may learn from it. It was the worst experience I ever had with an airline and I've flown on many airlines in many third world nation. None showed the disrespect and disdain for their customers I felt with this airline.

We were then told of course that the crew would take good care of us and try to make it as comfortable and painless as possible. Sadly didn't see that.

I asked for a glass of sparkling wine (my bday, I'm celebrating of course!). I was told they didn't have it on the cart, "it's up front, you will have to wait..." Never got that wine. :( We were told there is wifi on the flight, something to do! Couldn't get on. I asked several times about it just to hear 'I don't know' and then they would walk off. Finally DID get one of the attendants to check and I was informed they have not been able to get it working. Well that sucks. But thanks for FINALLY checking!

My tray table was broken and my seat would not stay reclined unless I put weight on it, which meant when I tried to adjust my position to try and get comfortable (I can't sleep on flights but I try) it would pop back up. I can only imagine how annoying that was for the guy behind me. I also ordered 2x vegetarian meals for us (no egg included as my partner is and I decided since I don't always eat much on flights that if I get the same meal, he can have what I don't if he is still hungry). For some reason our first meal, only one came out. At least the other meals got two but how did you guys mess that up?

I got so stir crazy on that long flight! We were then all informed that they called ahead and someone from management would be there to talk to us about it. Great! Had 5 hours to kill. Why not. But NOPE, no one there. Two people that looked like possible candidates to talk to had no idea what was going on. We explained what happened and what we were told. A good 10 minutes there to hear... "Just go to aa.com." Seriously? Almost all 30 there to hear this, we naturally all walked off pretty pissed off by then. I tried then talking to customer service at the airport once we got checked into our domestic flight (which by the way, got tickets in Aus for that flight and they couldn't even sit us together!). Same thing... "Go to our site."

The thing is, I get that we had a fault that didn't stop the plane from safely flying, I would have chosen to fly without the units rather than have a cancelled flight. However, they handled it wrong, TELL US! Tell us when we check in! I would have grabbed my computer charger so I can watch what's on that! Didn't know then? TELL US before boarding so we can purchase something to entertain us! I would have purchased a charger if I knew. Or an adult coloring book, magazines, something! But nope. Decided to let your crew take the heat and screw us all over. Including a couple small children. :( I have asked for my AU$482 back, the least they can do. But a bit concerned reading other reviews about it possibly taking 60 days, if approved at all??? Ugh. NEVER flying AA again! They did NOT care one bit about us!

It was a nine-hour flight with no leg room (bulkhead) and no tray table. I pointed it out to the flight attendant before the flight and she said just use my lap... and there were no other seats available. During the flight she came around with a box meal, a cup of ice, a can of coke, and a bag of pretzels... I asked her what I was supposed to do with all of that and she suggested I share someone else's tray and offered me a complimentary set of earphones.

I reported the problem to aa.com and still have not heard back (3 weeks later) so not only didn't they care when they chose not to fix the seat but proved it when they didn't even care enough to address my very civilized complaint (Note - two different reports were submitted for different issues with the flight - first one was responded to with a "Too bad, deal with it" response).

My flight boarded again in Phoenix and we sat on the plane while we waited and waited for a new crew. Then once they get there finally, we couldn't leave because the flight plan wouldn't print. We finally left phoenix at 230pm phoenix time. My original connection flight was already boarding during this time. By the time I landed in chicago, my second connection flight had already departed. Now I am waiting for a flight that leaves at 10 pm chicago time. Putting me into detroit at 1230am. 6 hours after I should of been there! I have contacted their customer service through email. I will never fly this terrible airline again.

Disastrous. Not only because the plan does not work but because there is no alternate plan to get passengers to London on their holiday. When asked the flight attendants and service crew what the backup plan is for all of the passengers, we were told that there is no backup plan. American Airlines should reconsider their commitment to their clients and passengers. The current situation is disastrous as the fundamental premise for delivering passengers from Los Angeles to London is not possible. All of the flight attendants and service personnel are also not helpful. In fact, they are dismissive of each passenger question and laugh at the situation. Going forward- AA will not be the airline of choice for transatlantic flights. Nor British Airways. I will opt to go with United Airlines and the Star Alliance airways henceforward.

How insensitive can a company be? I hope no one that works for this company ever has an emergency. On the website, it asks for medical records to be provided - there are privacy acts in place to prevent personal info from being made public. This is theft and mis-trust in the worst way. I will NEVER recommend American Airlines to anyone. If they can't be sympathetic to life changing events, they can't be compassionate or human about anything. It's sad that American Airlines has no conscience about how they treat their "customers". Never again.

As soon as I got off the plane I started to cry and the guy in charge said he was looking for another flight immediately. Obviously that is how drunk I was. Why would they try to put me on another flight immediately? I certainly was not a threat and the stewardess did not like that I was a small woman. Why does she have the right to judge if I was drunk if I did not do anything wrong...?? Obviously the airline feels they can treat people horribly. I have never had this happen and I can say I have gotten on an airplane very drunk and drank even more in my 50 years. Also, no one ever said I was a problem. I have never had a DUI and I have a very responsible job. My vacation was ruined. I'm guessing I lost a lot of money, luggage still missing and the idea that a person has the right to do that really stinks.

I called and spoke with a very nice gentleman who explained my options. I asked if there were any that included no fee's and he listed one (for me to pay to re-book a new flight, and put the other money I used to book the original flight towards a future flight). I took it. Come to find out, it did have the outrageous $200 fee attached. I contacted AA, because had I known that the option included a $200 fee, I would've kept my original flight. Plain and simple. AA's response was "we've pulled all the calls and find that although we did give you the wrong information, a cousin of yours called and we explained it to him, from there it's his responsibility to explain it to you." I literally laughed. After several emails back and forth, I just gave up. I'll never take this airline again, that's for sure.

At 10 pm a poor couple came into our room expecting a vacant room--after yelling they explained they just left the airport line--after over 10 hours. Because of the cancellation they also had to overnight in London the next day. I asked if they had information of the bus ride back for our flight in the morning. They said the buses were leaving at 6 and 8:30 am. We went back to bed and a half hour later another person comes in the room. This whole fiasco was ridiculous. We got up early only to find out that the bus schedule was 4:30 am and 8:30 am--when our plane left at 8. We had to pay money for a taxi. Finally at the airport we went to the British Airways desk to check in only to find out that American had never created the tickets. Inexcusable. I had to go to another line and luckily a British Airways agent spent the time and 4 or 5 calls to get our tickets for the flight.

Of course we had "priority" seats on the original flight and on this flight we had the last row--no recline and in front of the restrooms. Simply put American has zero customer service. They are terrible. We will do everything we can to avoid this airline. The problem is that they are the only ones who fly to our local airport. I did not even get into the flight cancellation at the beginning of the vacation. That caused us to lose seats on the flight to Europe and a 5-hour drive to Charlotte to get to that plane. We did make that plane with new seats only to have the worst airline crew we have ever experienced. The attendants were rude, unfriendly, and downright nasty. The airline is a clown show at best and that degrades what clowns do at the circus. How do they say in business? We have been all over the world and flown many national and regional airlines. We have never had such poor service or experience from any other airline.

At check in, I was informed that my first flight was to JFK and I would need to find my way to Newark Airport. I was a little confused because I thought my flight was going to and leaving from JFK. I asked the American Airline ticket agent if it could be changed, and she said I would need to go through British Airways to make any modifications. Afterwards, I stepped to the side and got on the phone immediately with British Airways with the hope that I could somehow adjust my flight. The conversation was not what I expected—I told the specialist I did not want to spend too much money (as I still had to pay for the various goods and services for my marriage ceremony) but I wanted to change my ticket to leave from JFK instead of Newark.

The British Airways agent told me that it was too late to change my ticket and if I did it would be very expensive. She also told me that JFK was not far from Newark and I could take a train (which, according to her, would be cheaper than changing the flight altogether). At this point I had already been on the phone for a long time and the American Airline ticket agent informed me that if I was getting on the flight to go ahead and check in before it was too late.

Since everything seemed to be out of my control in that moment, I checked in for my flight and after getting to the gate, I explained the situation to another American Airline ticket agent and asked if there was anything I could do. She informed me that they could not change the ticket; however, she was nice enough to give me a transportation company’s phone number. She said I could call them before I left to set up service, and that they would pick me up from JFK to take me to Newark.

At this point, I was a little relieved so I called the transportation company and arranged for them to pick me up at 7.30 pm and take me to Newark to catch the 9 pm flight. The American Airline flight which was already late, was turned around right before take-off because the pilot was ordered to returned to the gate to address mechanical issues. The pilot’s announcement was that it was going to take just about 15 minutes to address the issue and afterward, we would be able to take off. 45 minutes later, still at the gate, I asked the stewardess if I was able to get off the plane to find another flight. She told me I was welcome to leave, but my luggage could not be released until it gets to the destination.

My panic naturally intensified because we had not left and I had already arranged for transportation. I had to call the transportation service and changed the time to be picked up. After a couple more minutes of waiting I was called to the front where I had a discussion with the pilot. He said I would be missing the 7:30 shuttle and it would not be long before mechanical issue was fixed. The pilot also told me that JFK has a large British airways office and they should be able to connect me from JFK (since the flight delay was not my error and completely out of my power). A few minutes after returning to my seat, an American Airline ticket agent came to me and informed me that my flight was changed to leave from JFK. She did not give me time or any information but simply stated that I “should be fine.”

I was slightly relieved due to the fact the fact that I did not have to somehow drag four suitcases through the airport. Finally, our flight got to JFK around 8:30 pm. I rushed as quickly as possible to get off the plane and find the nearest ticket agent to ask about my flight. After waiting in line to speak to an agent, I was told that my fight leaves at 9:30 (45 minutes from the current time) and I needed to get my bags and check them in again. I took off running towards baggage claim so I could make it to my flight on time. When I got to baggage claim I had to wait on my bags to come out. Finally after a couple of minutes of waiting, I grabbed my bag and found that my large suitcase handle was broken—there was no way I could drag four suitcases when the largest of the bunch had a broken handle.

If the handle were not broken, I would have been able to pull the suitcases together and dragged them since they all had 4 wheels. My frustration had gotten worse at this point. I had less than 20 minutes to get to my terminal with four suitcases, so I went to the baggage claim customer service. Instead of helping me, they were delaying me with a claim. I asked to speak to a supervisor who never came. After several wasted minutes, I went to search for supervisor myself and to my surprise, she was incredibly rude and arrogant, further adding to my frustration and panic. I told the American Airline supervisor, Erica, that all I wanted was help to get to my gate so I could not miss my flight—there was no way I could push the broken suitcase by myself. She yelled at me saying she couldn’t help me, and there were no bags or trolley available.

She also told me she was not going to have her staff help me. There was no point arguing with this woman. I wanted to make my flight and I knew from that moment American Airlines “customer service” was non-existent, so I left the desk pushing my four suitcases and a bag one at a time through the airport. I struggled through the airport to the train with my luggage. At this point, I felt extremely helpless and I started to cry due to my frustration. As I was getting off the train, there was a young man who saw me crying and struggling and helped with my bags. As we got to terminal the gate was closed and I missed my flight. The British Airway ticket agent told me there were no more flights leaving that night—the last flight would keep me in Heathrow for an entire day and a half. This news and information really shocked me and I experienced a panic attack there in the airport.

I did not know anyone in the area and I needed to get to Nigeria as soon as possible to prepare for my wedding. I was upset, frustrated, cold, and started to have sickle cell crisis pain. British airways employees were very helpful, they sat me down, got me some water and a snack. They said I needed to rest and relax, so they gave me a hotel room for the night. By this time it was already almost 11 pm and the temperature outside was cold. I had the young man help me to the hotel shuttle area and went to my room. That night, I was sick (pain, throwing up, and cold) and was very worried about getting to my destination and returning with no problems and in peace.

The next morning very early, I called British airways customer relations number, I was still very much emotional with no sleep but I wanted to get the problems I encountered addressed before leaving the country. The British Airways agent I spoke to on the phone did not make matters any better. She said that my flight was already changed and she could not upgrade me because I told the previous agent I spoke on the phone with that I did not have enough money to change my ticket. She also told me that British Airways had done all they could to help me. She said my returning flight was the same and it would cost me if I wanted to change it. I hung up the phone because the reality of her words only worsened my situation. I got up and walked about 2 miles to purchase a phone charger since my phone was dying and I was in a state where no one knew I was and I needed to call my family and fiancé to inform them of the changes.

Later that afternoon, I left for the airport to catch my flight. After checking in, I went to check on my return flight so I could change it so I would not have to pass through JFK. The ticket agent said she could not locate a return flight; however, she stated that since my ticket was paid for, she could put me on a return flight through Heathrow and straight to RDU. Once I got to Nigeria, to my surprise, there were even more damages to my suitcase—it was ripped and my name label had been torn off.

My intent of going to Nigeria was for my ceremony and because of the airline error everything had been delayed. My dress was not complete on time, I lost money on certain deposits made, I lost my favorite hoodie, and I spent money on a charger, new sweater, and last minute sewing for my ceremony dresses. American airline ruined my wedding plans and British Airways was not completely helpful either. There were, however, some angels along my journey that helped me. There was a young man getting off work who saw me crying and helped me with my bags.

There were also the ladies at the ticket counter that put me up in a hotel and helped me find another flight. They were amazing, but I was still devastated about everything that happened. Not only did this experience impact my trip—my wedding ceremony was negatively effect, as well. Everything for the ceremony had to be completed last minute, which cost me even more funds that I did not intend to spend. I do not expect anything from either airline since I have made several attempts for help and no one could. But I believe my story should be shared to help anyone thinking of flying with either airline or for the airline to make changes to their system.

On the return flight AA 5024, the woman who took tickets said nothing. However, an attendant on the plane who acted as though she had way too much coffee before the flight told me flatly that I had to check the computer bag. I asked why? She said that it would not fit in overhead or under the seat, and she invoked FAA regulations (unspecified) to say that my bag could not be carried on the flight. I said that I knew the bag would fit in overhead, as it had on the same type of aircraft on the inbound flight. I asked to allow me to show her. She refused, again invoking FAA regulations. She never said what regulation, of course. She then knocked on the cockpit door and it opened. She then told the pilot that I was going against FAA regulations by wanting my bag carried on.

The pilot barely gave me or the bag a look, and said, "FAA regulations require that you check your bag." Knowing the pilot had already been called into the situation, I set my bag down and went to my seat, about 10 feet away. I didn't feel like being arrested because of a power-mad attendant. A passenger near us said that the problem could be that my bag had rollers on it. So, when I stood on the jetway, waiting for my bag to be retrieved, I counted 3 bags leave the plane on rollers. There were also several people who were carrying bags much larger than mine. This attendant had selected me for venting of her wrath on this flight. Her decision to challenge my carry on was completely arbitrary.

The American Airlines website says only that, other than its normal carry on bag size limit, "There may be additional carry-on baggage restrictions at certain airports or on certain airplanes" American flies many CRJ700 aircraft under the American Eagle name. Nothing in the website describes size restrictions on this often-used airplane. Had I been given information on a size restriction that would not allow me to carry my bag on the flight, I simply would have used another bag, or selected another flight on a larger aircraft.

American Airlines cares so little for its passengers (er, cattle) that you don't learn about these restrictions until you are on a plane and an attendant feels like playing dominatrix with you. Even then, no specific information about a limitation is provided. For an attendant to say that the bag will not fit in overhead or under a seat, and not give you a chance to show that it will, is arbitrary and absolutely wrong.

So, If you want an airline to arbitrarily select you for hostile, unnecessary treatment; if you want a flight attendant to exercise her power on you unnecessarily; if you don't care if your computers and other valuables get tossed around by baggage handlers; if you want quick unspoken threats to have you arrested; if you enjoy an attendant to refuse you to show you that her concern about a bag is not merited, etc.; then pay first class and fly on American Airlines. Otherwise, stay the ** away from this airline.

Only by the heroic efforts of a ticket agent (not an AA agent, of course) who took pity on us were we able to change airports (big cab fare) and get home late the same day. I heard from another agent ours was not the first time this has happened. Lesson learned if you are flying with AA or an airline that codeshares with AA don't be too surprised if you aren't on the flight listed on your ticket, even if confirmed. And don't expect any help whatever from AA if you are not.

In Philadelphia, we were given new boarding passes for our flight to LAX. We got 4 seats in four different locations. When we asked the customer service agent in boarding desk to change our seats to seat us together, she was so rude and unprofessional indicating the flight is full and she was not able to do so. This was totally incorrect because while we were waiting we noticed she was selling tickets to other people for the same flight as ours. I had to fight we them so hard until have them to rearrange our seats to assign the seats so that one parent sit with one child. It looks like they did not care about our concerns for our children sitting between two strangers in 6 hours night flight from coast to coast.

Neither my wife or I were able to sleep the rest of the flight. 16 hours. We were afraid if we closed our eyes fearing what else might disappear. I am an executive platinum flier, my wife platinum so we are frequent fliers and NEVER did we see or hear of something like this happening. It is a DISGRACE especially since AA did nothing about it. They cannot even deny it happened because I have an apology note from the steward acknowledging what he did and apologizing but not giving me back my documents. I will avoid AA and recommend you do too. You could be next.

Today, I called and talked to Susan ** at the resolutions department this afternoon and she insinuated that I was lying, and did so more than once, saying that no wheelchair was ever reserved and that if my mother did not speak English, that she should be carrying communication 'cards'. I firmly suggested that she'd drop the accusations and instead check the ticket closely, at which point she returned apologizing and said that American in Sao Paulo had cancelled the order.

That does not coincide with any of what I know. She told me to call customer relations. I did call several times but no one answers the phone, so I left a message. I also wrote an online form with this complaint. I called one last time and was told that no one will get back to me for 7-10 days. Where is the corporate responsibility of this company??? How does American plan to handle disabled athletes in the Para Olympics in Brazil? Will they also be ignored like this? My mother was exhausted and scared. So American, what do you have to say? I am contacting other venues to share this.

They still cancel flights on zero notice. I didn't find out my flight was cancelled until I reached the airport, which prevented me from re-booking on another airline that would get me to my destination on time. Delta and Southwest send out e-mail and phone notices. Fees are everywhere. My heavens, they even want a fee at check-in for the privilege of getting a seat. Apparently your ticket doesn't automatically guarantee a seat on the plane because one leg of my trip had nothing but fee-collecting seats open. It's a shameless scam and one that I cannot believe the regulatory agencies overlook.

Customer service should be labelled "customer disservice." I demanded a refund of the seat fee I'd paid, since they cancelled my flight. It took a tremendous amount of persistence - and a lot of time wasted with rude people who didn't want to deal with a refund - to find someone who would do so. I've avoided American / US Air for 10 years because of similar problems a decade ago. Apparently they learned nothing from a bankruptcy and merger. My fondest hope is that this company will go bankrupt again - and not find a partner to save it. I certainly will not fly them again, given a choice. Not recommended.

NOW I've been waiting for over 20 minutes in line. I have no luggage to check in. Just one carry-on bag before the second fight broke with a passenger over the size of his luggage. Their servers go down. More delay. Passengers starting to complain and get upset. One of their Staff got literally into an argument with one passenger for over 15 minutes because she wanted to extra charge him for what she thought was a larger luggage size, then it turned out to be the right size. The guy leaves and goes back home. When it was my turn, she said, "I'm sorry I cannot check you in. You need to be at least 1 hour before, now the system is locked. I cannot check you in." After having a long argument with her manager I couldn't do anything about it. I missed my flight. No consideration, ZERO respect, and professionalism, you're just a bag of money to them. NEVER IN MY LIFE AGAIN! NEVER!!!

We had to find a sign for this "re-booking" center and there were about 150 people ahead of us with only two AA Airline employees at the desk. There was no way we were going to stand in this ridiculous line for hours. I ended up calling the 1-800 number to get a flight. The only flight available was 24 hours later and was fully booked. A nice woman told me about a flight that was going to Boston that we were able to get on at 1:00 a.m. Once in Boston, we had to rent a mini van, as we were sharing the cost with another family that was travelling with a three month old baby. The cost of this mini van to drive 87 miles one way to Bradley in Hartford, where our cars were, was $468.00!! That comes out to $5.37 a mile! Is this even legal? Since our luggage was lost, I ended up on the phone just trying to speak to a live person and was on hold for an hour. When I was finally able to reach someone, they were extremely rude and clueless.

Every employee that we encountered during this nightmare trip was from checking baggage to the desk agent, to the 1-800 number was not helpful and did not apologize for the hours and hours we spent trying to get home. The only person that was helpful regarding the lost baggage on the phone was Vicky **. How does this inept Airline stay in business? If most people did this kind of horrible job, they would be fired on the spot. I beg anyone who wants to get to a destination on time and have courteous, competent and respectful and knowledgeable staff, DO NOT FLY AMERICAN!! I will be asking for a refund of my ticket and reimbursement for the rental car. It's actually scary how incompetent this Airline is.

Once we finally arrive in St. Thomas after two days in airports and on planes, our luggage was once again not where they said it would be. The AA representative in St. Thomas pretty much told us our luggage was our problem. After refusing to be turned away and pointing out they lost our luggage, she reluctantly called and found out another airline flew it from San Juan to St. Thomas. We missed a full day on our cruise vacation, a port of call, and prepaid shore excursions.

When I called AA upon return from this vacation, I was told I had to email customer relations because first contact could not be over the phone. Their airline is such a nightmare that they don't even take phone calls. To add to an already horrible experience, one suitcase was broken beyond use and another was damaged and part of the contents which were carefully packed destroyed. Others in our party had items missing. DO NOT FLY AMERICAN AIRLINES!!! DO NOT WASTE YOUR MONEY AND TIME!!!

We were informed by the baggage check-in attendant that we should wait in the adjacent line to speak to a customer service rep. The attendant (Jasmine **) at that line asked if she could assist us. We explained the situation. She gestured toward the kiosk line, indicating the end of the line, and told us that we should try again at another kiosk. I asked if we should be waiting a second time in the same line. She rolled her eyes at me, looked at the customer service rep. and said, "there's only one person working here - you're gonna be waiting here or there".

My wife went to wait in the kiosk line, while I remained in the customer service line. The entire time in the customer service line - I was second in line. The customer service representative finished with the issue in front of me. She asked, "What's your problem?" I explained. She replied, "Go to number 2". Number 2 was some other staffed service terminal with a significantly long line. I mentioned the line/wait and was informed that "they will help you down there". Meanwhile, we were told by the bag-check rep that we should be in the customer service line and Jasmine - who, while somewhat snarky, seemed to be reasonably familiar with the process - also did not indicate that 'number 2' was the place to pay for baggage when the kiosk fails. We were eventually able to pay the bag check fees using another kiosk. We made it through the TSA line – which I mention only because, compared to our experience with American Airlines, service from the TSA employees was FAR superior.

When we arrived in B terminal, there was enough time for us to find some food for our (17 month) son and for my wife and I to have a snack. We did so, and arrived at the second gate change – in another terminal – 45 minutes prior to the third (of four) departure times.

We decided that we had enough time to actually have a meal and walked to the Asian Sky Bistro, adjacent to Gate C19. We ate, paid, and arrived at Gate C19 at 6:22 PM to discover that the 6:45 departure time had been adjusted to 6:30. The representative at the desk was able to catch the plane in time for three other travelers - also uninformed of, and surprised by, the schedule change - my wife, son and I to board (prior to ‘pushback’). However, I needed to get my son’s stroller, for gate check, and upon my return to the boarding ramp (less than three minutes) my wife and I were informed that the plane had already “pushed back”. My wife was at the boarding ramp. The AA representative was in communication with the plane. They knew we were not on the plane, and they left without us.

However, three other travel parties – also unaware of the schedule change, and who arrived at the gate LATER than I, were permitted to board. Typically, I would be angry about this… Now, I’m outraged. If you’ve never travelled with a child that’s part infant and part toddler – I encourage you to do so. It is its own test of your patience. Then, add to that the utter incompetence we faced up to this point, I asked to speak to the manager. What a joke. She proceeded to tell me a few things. I was visibly irritated – and so, I didn’t really have much tolerance for some “we’ll get you on the first plane tomorrow – and blah, blah” rhetoric.

I asked about announcements. I was told that’s not ‘standard procedure’. I asked about airport paging. I was told that’s not ‘standard procedure’. If it’s not standard, why do I hear so much of it? And, better, if it’s not AA’s standard procedure – why did I hear no less than six separate pages for six differently named travel parties for other rescheduled/delayed AA flights THE SAME DAY? And better yet – why on the return flight did I hear no less than six announcements specifically identifying passengers who were (apparently) checked in but absent for an ON TIME departure??? If it’s not ‘standard procedure’, then this occurs on some discretionary basis – is four departure time changes and three departure location changes – including one location change to a different terminal – insufficient to make an exception to the, obviously mismanaged, discretionary oversight regarding ‘standard procedure’??

So, in review, in exchange for several hundred dollars – AA provided me with less than courteous service before they failed to communicate a significant change in service, followed by a complete lack of service. As a result of your failures, I have incurred the following expenses: 1 unused night of a 5-day hotel reservation ($109), 1 unused day of a 5-day car rental ($30), 1 unused day of 5 days of pet care ($90), 1 day of unnecessary airport (economy lot) parking ($11), Airport expenses ($152). Total $392. Cost of never flying American again? Priceless.

I have flown over one million miles with AA. Before the merger it was a breeze being a Platinum member. Since the merger it's been nothing but one frustration after another. Attempted an upgrade recently and when checking at the kiosk, decided to change my mind. Well, the system wouldn't go back unless I gave my CC. Since I didn't, had to check in at a counter. Was given my boarding pass and sent to the gate for a noon departure on a non-stop flight to MIA. Phone rings "This is AA with a flight update. Flight ** to MIA time has changed. The new time is..." TEN HOURS LATER!

Re-routed through DFW and the new flight is on time to catch a connection in 50 minutes. The flight to ORD at the same gate gets delayed. Sure enough now the 12:27pm flight to DFW has a gate change and a new departure time: 1:25pm. Get to DFW right when the connection has just pushed back. Now, another delay. Spend two hours in DFW to connect... all on time when the pilot apologizes for the APU not working. Finally they bring the ground units to start the engines... off we go. I can understand one flight being affected but not the three I had to take that day. All the while LAX is a disaster. And all of the AA flights delaying one or two hours--Chicago, Kona, Philadelphia, New York. I have been flying for 30 years... never have I seen such an example of ineptitude.

While at DFW the Supervisor on the phone at the gate complaining that the ground crew refused to load luggage and he had to do it himself. And, at every gate upon arrival, NO CREW TO OPERATE THE JETWAY! This is just one full Sunday spent with my dearest airline to which I pledged over one million miles of loyalty. Guess what? Looking for airlines to be loyal to.

American Airlines is a giant ** pie. How could they not be checking for ground delays?? Boarding takes 30 min+ and they didn't check until now? AND the flight attendant unhelpfully announced that FAA regulations state they don't have to serve any water, food, etc during a ground delay until 2 hrs into it, so don't expect any water for 2 hours. I'm glad American Airlines horrible customer service is consistently horrible and incompetent. This is 10,000 in a long list of horrible experiences I've had with AA including the flight earlier today. This was the deal breaker. I will never fly AA again.

She spent 3 hours trying to get a flight out. All staff were rude and not helpful. At 11 p.m., original flight was to leave at 235 p.m. She was given a voucher to feed her kids and a hotel to stay in as they booked her on a 6 a.m. flight the next day. She was told to be at the airport at 430 a.m., and she was told that to get a taxi to hotel was at her own expense. Well by this time she was exhausted and 3 kids crying and tired, she opted to accept cots and blankets from the airlines and they slept in the airport. Vouchers for food were expiring at midnight so she hurried to get them food for the next morning on to find that most places close at 8 p.m. in the airport.

Next morning she waited to board the plane and was yet again told the flight was cancelled, but they went ahead and put her on a plane to Philadelphia only to spend another day and night stuck there until the next day a flight could get them to Detroit. Staff were hateful and sent her running from one Gate to another with flight crew being late so the boarding was held up so the connecting flight was missed. I had to get on the phone and hassle AA to get them another flight while she Sat in Philadelphia for 4 hours with 3 hungry and tired kids, and when I finally got Them a flight out, AA charged me $200 for changes.

On top of all of this My daughter had a return flight, as the boys would stay for 3 weeks and she would return to fly back with them. Her original ticket had to be changed because of all the cancellations and AA charged me $314 for her return flight that was only $199 in the first place. American Airlines states in both emails that all of the cancelled flights and late departures were weather related. What a crock of hooey! I have emailed them several times and my daughter has filed a complaint, and they say a file has to be created and all kinds of crazy excuses.

What a nightmare for my family to have to go through, and I typed it simple here. There were a lot of mishaps during all these cancellations and my daughter just about had a nervous breakdown over it all. This airline needs to be put out of business for fraud against its customers and someone needs to force them to pay for their mistakes! Because we already paid for return flights we don't really have much choice to send them home in 2 weeks on this airline, but if I could afford it, I would choose a different one.

They never want to fly again in their lives because of this ONE experience. American Airlines should have to make this right. I will never recommend this airline. They have no customer service support either! It's like they train all employees to all be exactly the same, rude and hateful. Don't use AA unless you have extra money to throw away!

They told us to take the elevator and get another cart at the bottom. There were 8 carts but no one to drive them, so I was left pushing my walker as fast as I could to the far end of the concourse. The result of these 4 delays: we missed our flight. But coming home was the kicker. In Roanoke, they put my walker on the belt to go through the scanner. It got stuck - four times. That is right. When it didn't work the first time, they tried 3 more times. When it finally got yanked through, it was out of alignment. God help you if you are in a wheelchair!

Long version - I booked a multiple-destination flight for my mother. I was very careful to make sure that I had given the right information to the agent on the phone. My mother's flight was supposed to be multi-city, flying to SNA and returning from FAT (Fresno). I texted the correct flight numbers to her as I was holding on the phone. I never received an email confirmation for her flight (so I was unable to verify). The day before her return flight home, we found that the return flight had been mistakenly entered as SNA - even though we originally intended her to fly home from FAT. I was very specific about that when making the reservations, so the mistake was not my end.

I called and tried to have the flight changed, but was told that I would need to pay the price difference in fares, even though the mistake was on US Airways' part. I spent over an hour and a half on the phone trying to fix this problem. I was told that I should buy the ticket and that another department would most likely be able to give me a refund, or a travel voucher for the $304 amount. I ended up having to pay over $300 to get the correct flight. This issue is still ongoing, almost two years later. US Airways (now DBA American Airlines) would not respond to any of my messages or requests for months. I filed two or three different Better Business Bureau Complaints. I tried to speak to them on the phone and was placed on hold for a total of several hours (multiple calls). They finally directed me to fill out a request on their website. I did this twice and never heard back. I would not recommend doing any business with American Airlines or US Airways.

That was the best they could give us so we took it. We got a cab to take us from Dulles to Reagan so that we could catch our flight to Miami. Monday morning, we got to the airport very early and while we were waiting for our flight, we saw that there was a flight from Miami directly to St. Lucia (just 10 minutes earlier than our Port of Spain flight), so we called to ask about open seats. I was told by the agent on the phone that there were 2 open seats. We went to a gate to ask another agent about this as well and he told us he booked us on the plane but he couldn't print our passes and to go to the departure gate to get them. We got to the departure gate just about 15 minutes before departure time and asked the agents to confirm that we were on the flight. They told us yes and that they would print our passes in a moment.

We waited for a while and they started boarding the plane, so we asked again. They confirmed again that we were showing on the plane and they would print our passes soon. So we waited again. Finally, they boarded the entire plane but we still hadn't received our passes so we asked again. This is when they told us that they had overbooked the plane by 3 people and that we were never actually assigned seats on the plane. We tried to explain to the agent what we had gone through already and that it was our honeymoon but they didn't want to hear it so we asked if we were still on the other flight. They said yes and to run, so we did, and we even ended up getting a security guard to drive us on a golf cart to the gate. We got to the gate 10 minutes early and they had already departed the plane. The agent at the gate was very cold hearted and didn't even listen to what we had to say.

He didn't apologize or try to do anything at all for us. Meanwhile, we had noticed that my husband had left his phone at the other gate, so we went back to get it. When we arrived at the gate, the agent told my husband that if she had known what we had been through, they would have gotten us on the flight. They finally got us on a successful flight for Tuesday, May 17, 2 days after we were supposed to be in St. Lucia enjoying our honeymoon. Two days of our honeymoon, that we paid $800/night at a resort for, was spent in airports and crummy hotels. We spent 2 days running on 5 hours of sleep max, because of American Airlines' screw ups. Two days full of stress and tears on what was supposed to be the greatest time of our lives. On top of all of that, we had tons of excursions and other events planned for our trip that we had to keep rearranging and we also ultimately had to cancel a few of them, because of American Airlines.

Now that we are trying to resolve things with American Airlines, they are less than sympathetic. They have refused to reimburse us for our nights missed on our honeymoon because of them. American Airlines needs to take responsibility for their mistakes! To top it all off, they even caused problems with our flight home. We were supposed to leave from Miami Airport at 8:00 pm to Reagan Airport, arriving at 10:00 pm. Our flight was delayed, due to mechanical issues with a plane, again. So they switched our planes and we ended up boarding an hour late. Even after we had boarded the plane, we Sat on the plane for over an hour waiting for fuel. We finally flew out over 2 hours later than our departure time.

The issue at stake is that if I pay for the ticket from DFW to Springfield MO the price AA wants to charge me for that leg only is more than what I can for a round trip ticket on either Qatar or Emirates airlines. I have tried to appeal to their business sense but it has not worked at all. Obviously they do not care about me or my business now or in the future. If you have the choice DO NOT fly American. As a lifetime Platinum I am in the process of moving all my flight to one of the other airlines. I have tried multiple times to get the ticket for the final leg and it is always the same... Try later. I have twice written to their customer service department and have not had a single reply. I would say AA used to be good. Now I would not recommend them to anybody and I am one of their Elite customers.

Secondly, our steward and a pilot that was riding in first class to his next destination, about got into a brawl. Yep, a flight here just two days ago from Las Vegas to Chicago O'Hare. The steward was rather sassy, but he was so busy trying to get everyone on the plane in a timely fashion. I see both sides of this. However, he snatched away, rather quickly, an older lady's walker once she sat down in first class (I was sitting next to her - the poor woman had a heck of a time just walking, but sweet as a pea). The pilot, watching this occur, starts to make a comment about how the steward was acting in front of all these people, and there was some comment about "you're not going to disrespect me like that," so on and so forth. The pilot was a nice man, but clearly was not appreciating the way the steward was acting. So on and so forth...

As the story goes, I see these men arguing all because of the above mentioned paragraph - corporate greed. The steward was stressed trying to keep people packed in and moving, and having a hard time balancing everything and trying to keep things going smoothly, the passenger pilot who did not care for the attitude the steward was giving off. Needless to say, the sassy man that was our steward and the pilot were both standing up at one point face to face and comments were loudly being made, etc. Just a classless flight to say the least.

So my message to you bozo airline companies is to REMEMBER what got you here in the first place. It is caring about the customer... something clearly you have lost while trying to shovel dollars in your pockets. Realize the problems you are creating, that your airplanes are dirty and nasty, that you create so much stress amongst your employees. I don't care to EVER ride on AA again after witnessing all this crap.

I returned home to rebook my flight. I had purchased my ticket from Cheap Air. When I called to rebook they said there would be an additional $400. This is because the clueless clerk at American Airlines didn't make a note in their system that it was their fault I was late. They listed it as a missed flight, as if I didn't even show up at the airport. Then on my way back into the country the same thing happened again when I entered customs in Texas. They said they couldn't check in my luggage. I explained to them that my luggage was checked in in China. Then they decided I could board but the gate was already closed so I have to catch a flight 3 hours later.

All of their customer service representatives were rude, disrespectful, hung up on us, and would not do one thing to help alleviate this situation that their company had created and was their FAULT for not actually doing their job. If someone had called or emailed me letting me know to send in the voucher I would have done it in a heartbeat as I live 10 minutes away from Logan airport. My sister had to pay money out of her pocket to join us in Vegas on a different flight from ours and had to be the next morning. THAT IS COMPLETELY UNACCEPTABLE! There was a way for American Airlines to correct their mistake and get her on the same flight I was on. This was something that could have been prevented if their company did their job and reached out to me.

I am unsure how a company this large can be this ridiculous and unprofessional. There is a reason they are voted one of the WORST airlines in the country. They do nothing to help support their guests on an issue that was AA's fault. I will NEVER fly American again, neither will any of my friends or family nor my multi-million dollar company. We will be severing all ties with American Airlines. It's a disgrace that they have been in business this long. I would recommend that no one uses this airline unless they want a terrible experience, a ruined vacation, and a headache from how incredibly moronic this company is.

Next thing you know we got on the plane around 9:30 PM. We waited there for 5 hours and then next thing you know, when we have like 20 mins after going on the plane, they tell everyone that the plane doesn't work because the gas is leaking again. They told us that someone was fixing it but if anyone wanted to get out, that the doors were right open for anyone but that we had to pay again for a new flight. Almost half of the people left. We stood there waiting and waiting and finally at 10:30 they told us that the plane was ready to go. When we were actually up in the air, the plane kept turning on and off on and off and smelled like something was burning. I've never been so terrified in my whole entire life. This was the worst airline ever!! NEVER AGAIN!! Never!!!

Now on our return flight - they check us in separate middle row seats from San Juan to Chicago (but changed to adjacent last row seats again on asking). Just landed NOW on time at 7pm after a 5+ hour flight at ORD (O'Hare) and the flight doesn't have a gate despite being on time - already 25 mins on the Tarmac and no announcements yet. But no worries - the last leg from ORD to MSP which was supposed to take off at 8:20pm is already delayed to 11:30pm - meaning we won't get back to MSP till 2am. Absolutely horrible experience and never flying this pathetic piece of trash airline again which despite reaping record profits in a low oil price environment is too cheap to invest in infrastructure and customer experience.

The agent behind the counter questioned me immediately and directly. I gave her all the paperwork that was needed. She started reading it out loud and about 3 pages through decided to ask the agent next to her for assistance. By this time I had noticed that her neighbor agent was deep in conversation with a gentleman... actually flirting with one another. I guess the agent I was with also noticed and stopped calling her name. My agent (to whom I could never see her name tag as it hung so low on her lanyard - waist low & flipped over). She then went on the Hawaiian Agriculture website to see all the necessities that were needed for my service animal.

I informed her I was quite aware... However she decided to start reading page by page what it said. She also wanted to know if my service animal was for emotional support or medical & for what type of medical. (I have been told throughout having my service animal I do not need to give this information out... It's no one's business "what type of medical". However, to appease this woman I informed her. I was already at the service desk 45 minutes. As she kept reading the agent next to her and the gentleman exchanged phone numbers and the man left. (I was thinking on remembering her number to call her supervisor later and even tell him/her the agent's number so they would know)... but I didn't. I just wanted to go already.

Now my agent was able to confide with her and ask questions pertaining to my travels. As they went back and forth - sometimes disagreeing (which to me was strange - they got loud with one another) I then tried to intervene. Informing them that it is, and was on the other end of my destination - taken care of. I also contacted the Agriculture department prior to make sure there would be "no delays", once I get there. Normally pets are quarantined for several months in Hawaii unless you prepare and they are service animals.

By this time I was at the service desk over an hour and I informed her I should be going or I'll miss my flight. She said that they needed to make sure everything was in order for when I got to Hawaii. I then told her that I'm sure if I have a problem there that they (American Airlines) would not be responsible. She then giggled and looked at me seriously and stated "You'd be surprised." Back and forth the two conversed for another 20 minutes. I then asked a question (to which I knew better at this time) "I have been told by different airlines that it's "okay" to take a bottle of frozen water but not liquid, is this true?" Stating it was not allowed and confiding with her neighbor agent as she said so... the agent disagreed and said it was.

Again there I was listening to grown women acting like children. By this time I said I would ask at the terminal to make sure, (not letting them know I had a bottle of frozen water with me). Upon leaving my ticket agent asked me why was I traveling to Hawaii. I informed her I was invited to see the arrival of my first grandchild. She then said, "Oh - this is just your first? Oh - I have 2 already." I just smiled and walked away. SMH Oh - BTW - The 3rd flight American Airlines did not give my service animal accommodations.

Now it's 3 months later and I will be traveling home. I tried contacting American Airlines by phone to see if accommodations were available for me & my service animal. I gave the agent on the phone my name, Flight #, time and destination - & reason for my call. She then told me that I did not have accommodations and that I needed to speak with someone else that handles service animals. I agreed to be on hold and 22 minutes later the phone music stopped and disconnected. I called back since my flight was the next day.

I spoke with another agent giving him all the necessary information. I told him I was already on hold when the line got cut off from speaking to the required person. I asked if there was an extension or some direct line I could call if I got disconnected again. He informed me that calling directly to American Airlines was the only way and an agent could only transfer you to the required personnel. Before anyone came back to the line I waited 47 minutes. I will not recommend or use this airline again.

Here is the latest complaint (and for the record I rarely take the time to do this). Upon arriving to the airport I was told the flight had weight restrictions and they were taking volunteers to take a different flight. Originally, the $200 credit was not enough to change my travel plans. As time passed an announcement was made that the voucher credit had increased to $450 at which point I accepted the offer.

Here is what ensured. I had my wife come back and drive over 2 hours round trip to pick me up from the airport. The worst part is I asked the ticket counter repeatedly, "Is there any chance this won't happen" and I was assured, "No we have a weight restriction and you we will definitely be booked on a different flight". I cancelled my transportation from the Dallas airport and was out more money to get home. I waited until everyone boarded the plane and which time I was told, "Oh yea by the way, we no longer need you to stand by." This policy is absurd and I am so pissed my wife had to drag our newborn kids over 2.5 hours all for nothing.

The lady at the frontline of security made me put my bag in the carry on sizer and guess what it fit! She told me it didn't because it was too tall - in actuality there was a bend in the top of my suitcase that caused it to appear it was over the threshold line. She made me check it. So yes another additional $35 charge to check a bag. I've always been a fan of AA and have defended the airline. Well, not anymore. Biggest scam and lying people that work for them. On tip of the worst part was that I was carrying my wedding dress with me!! So disappointed. What happened to honesty and compassion? I'd rather pay extra money and not fly with AA.

When we finally land there's another ** three delays on top of that! Did I mention I have 3 KIDS with me! Now I've spent over a $100 on airport food and Snacks to keep them occupied - thanks for that! I finally have had enough. I go up to your front desk lady and ask what is happening! She ** yells at me "I DON'T KNOW WHAT'S GOING ON"! Are you ** kidding me. I sit down in utter Shock! Two ** seconds later I hear they are switching us to another terminal! Wtf! I don't even cuss! We won't be in Miami until tomorrow morning, at least and as I hope! Thank you American Airlines for starting my family's vacation so ** Horribly off! Why don't you refund my money so I can go hop on United or even Spirit would be better! You deserve negative 1000 stars!

I paid $869.65 for the ticket PLUS SEATING FEES. American Airlines pet policy dictates that the dog must be at least 8 weeks old, which she was, and must have received all necessary vaccines for her age, which she had. No problem there. The dog must also have the right size carrier and all the necessary paperwork must be filed and up to date. We had everything ready and in place. My cousin called the airport days before her trip and confirmed that she would be bringing the dog. She was assured that everything would go smoothly. May 13th, only two weeks after my mother's ordeal, my cousin goes to check in the dog at the airport and guess what? They would not allow it. The representative said that it was due to a policy change that took place the DAY BEFORE. My cousin fought it as hard as she could but they would not budge or give a concrete reason why they were not allowing the dog on board.

There was nothing wrong with her paperwork or anything else. I have since reviewed their policy myself and have not found any valid reason. After my cousin's boyfriend (a lawyer) accurately informed them of the mess they were making, the representative apologized and told my cousin not to worry, that they would place her and the dog on the next available flight (which would be either Wednesday May 18th or Sunday the 22nd). She assured my cousin that someone would contact her on the Monday or Tuesday of the following week to inform her which flight she would be on. NOBODY EVER CALLED. When my cousin called them on Wednesday May 18th they said they had no idea what she was talking about and that she had lost the ticket completely with no chance of a refund.

I contacted AA customer service and explained the situation. The representative himself could not find any reason as to why this was happening, but he did not have the power to refund me my money, otherwise he would have (his words). I was told to contact customer relations but SURPRISE, they don't have a phone number! Very convenient. I filed a formal complaint and a refund request on their website and took to social media to express my outrage. I actually received a response from American Airlines on Facebook and Twitter telling me to contact customer relations, but I had already done that so their advice was useless. It's been a week since I submitted my refund request and I have yet to hear back from them.

Turns out I paid almost $1,000 for something that was suppose to make my mother happy, but has done nothing but cause tears. We suffered the loss of our family dog last year, and my mother had finally decided she was ready for another. Thanks American Airlines for charging me almost $1,000 for nothing but stupidity and emotional distress.

Yesterday we discussed how Columbia was only 1.5 hrs from Charlotte and that I'd be sitting in the Charlotte airport for 3.5 hours until I could fly to Columbia. This seems ridiculous. He could pick me up in Charlotte and I'd get to Columbia sooner than waiting for the flight. Well, when I looked online as to if this was possible the answer I came up with was NO. It appears that if I don't fly to Columbia my return flight on Monday will be cancelled. Ugh, so I checked flights today and sure enough the 1:05 is now available on AA. So, I called Customer Care to discuss my options. I was told it's $200 to change a reservation and $75 for 24 hr "standby".

I have NEVER heard of being charged for standby. Plus, if I decide to have my husband pick me up in Charlotte I can tell an agent that I won't be taking the flight to Columbia... and they will charge me $200 to keep my return flight. When I dropped my husband off tonight in PVD I asked the front desk worker for options and she told me the same thing. Standby is only free if you are an "elite" traveler. I now have to pay $200, $75, or wait in an airport an hour and a half away from my destination for 3.5 hours before I can fly out. I feel like a prisoner in an airport because I refuse to pay any fees... American Airlines needs to be more customer focused or they won't have any customers. The kicker is that the 1:05 and the 4pm flights are the same price so its not like I'm trying to save money, I'm just not going to pay any more.

I called back again, they said they don't know if it will be more delayed and I will not be able to make it to the flight to UK since I will go from domestic to international. So I said, "I want to canceled the tickets." They said, "This call can only rebook your ticket. If you needed to cancel the ticket, you need to talk to the ticket department." I called again. The ticket department transferred me to the vacation department since I got hotels as well. No one can solve my problem. They just want the money from my pocket. I said "I want to file a complaint." They said they don't have a phone number for complaints, I can ONLY EMAIL! I said "I want to talk to someone for refund." Again, I can ONLY EMAIL! What on earth does this crappy company do?! No phone number for refund and complaints?!!!

And guess what? I just checked my flight status. It was on time! My flight from DTW to PHL was on time and arrived on time. So they just rebooked me for no reason! Today is a sunny day, no wind! I bet they just oversold the tickets and rebooked people with lies! I will miss my presentation in UK and I lost money on my hotels! If I could, I would give 0 star. They don't deserve any stars!

They then proceeded to say "We booked you on the next flight," (but in actuality) it was standby by!!! Then they stated in front of us to each other "Should I do it?" The other girl said "Yes I would." We didn't understand this til we went through TSA that they stamped my husband as a pre-check and me as regular so I waited in line!!! The 3rd flight we finally got to board. This was after I was trying to get to speak to a supervisor due to they gave our seat to the person who was 5th in waiting before us. (We were standby #1 and #2.) When I received the email feedback from American Airlines about our experience it was very negative and bottom line it was our fault for not being there 30 minutes before boarding!!!

On our return trip the plane was delayed due to mechanical then our glassware that we purchased was completely smashed into pieces (even though we were told that they would foam it and put fragile on it). The response on that complaint if it was that valuable to us we should've sent it through FedEx or UPS. They only cover clothing and toiletries!!! When I return home and let everyone know about my experience with American Airlines everyone's statement was "Why would you ever fly with them? They are the worst ever!!! We thought you were flying with a different airlines!!!" So I will never ever fly with this airline ever again!!!

Oh well it is the too big to fail era, so you don't have to. You just need to get to the point of being too big, then you will always get bailed out. Who needs to try and make sure you get a good rate and make people feel like they are not going to get swindled at every step, when you don't have to worry about competition putting you out of business.