American Airlines Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: March 13, 2018

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

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

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

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

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

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

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

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

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

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