American Airlines Reviews

I had to explain everything to them, and they had to process it all -- so we blocked the aisle for some time while they decided if they wanted to switch seats. This would mean that they would not get to sit together in the seats they paid for. They were very nice and decided to let my little girl sit with me. As we were standing in the middle of the aisle trying to take care of this -- the flight attendant yells out over the loudspeaker that we had to clear the aisle so we could get away from the airport on time. The flight attendant was very rude!

When we got in the air I got up and noticed at least 4 areas where there were 2 empty seats together. But, it didn't end there -- I went back to the restroom and had to wait/stand by the 2 restrooms since they were occupied. The flight attendant was getting her cart ready and I thought she was going to start pushing it down the aisle -- so I stepped aside so she could get past me. She immediately shout out to me, "I need you to stand over there." She pointed where she wanted me to be. I told her I moved so she could pass by me with her cart, I had stepped aside to be polite – I told her that. She was just rude. People do not order me about so that was shocking! I am not used to that type of behavior. It doesn't seem appropriate for a flight attendant to speak to a customer like that.

After waiting for what was about 10 minutes for someone to show availability to help me, they came and saw the machine problem, and then tried in another machine 3 times before giving up and sending me to a line where I could talk to one of the representatives. I wait another 15 minutes for it, and once more they try to print my bag tag with no success out of their computer, the lady asked me to wait and came back with a bag tag that she put it on and asked me to pay $100 dollars for the extra weight, which I did. And I was finally free to try to catch my flight on time, I already had lost at least 45 minutes to print a tag.

Since I suffered a small accident the Sunday before my flight, I couldn't walk as fast and by the time I got to the gate, my flight had already left. Then I was put in standby to catch a second flight 2 hours later, with no guarantee that I was getting on it, which for some miracle I did. I had to buy internet during the flight ($24) because I wasn't going to make it on time to participate in the office meeting I supposed to attend. I ended up losing a day just to come back and I first thought that buying a direct fly from your company would avoid this problem.

But the situation wasn't over yet, I then get to Miami only to find out at the baggage claim that the lady back in Los Angeles gave me a bag tag recipient in the name of ANA **, and not mine: CLAUDIA **. After talking to someone at the customer service, they said that my bag was on the terminal in Miami getting ready to fly to MANAGUA. What irresponsibility! She said that I shouldn't be worry because they should have my bag back in a few hours, but today 3 days later there is no sign of the bag!!!

I went to Los Angeles to work and my professional clothes, makeup, perfume, electric toothbrush, and all that I need to be presentable at work was inside of the bag, without mentioning that I have a Real Estate exam, the Official Florida Real Estate Exam this Saturday at 08 am, and I NEED a book to study, which was in my bag!!! Plus, I brought all my taxes information with me so I could fill them out on my free time, and this is now lost SOMEWHERE! Anyone can have access to such valuable information because the company failed in delivery a service I paid for it and paid extra!!!

This is beyond disrespect with customer and I wait for a promptly solution. I'll buy a few items today because I have important meetings tomorrow and I can no longer wait for this and I expect to be reimbursed for them as well as the exam cancellation since I'll try to postpone because I need my book. Please, help me with this situation because I expected more from this company.

With minutes left to boarding, first American Airlines delayed our flight to 4:33 pm without making any announcements as to the reason of the delay or even a simple apology. Then shortly after, the flight was further delayed to 5:33 pm, which was followed by an announcement that the flight was cancelled. I immediately went to the counter and asked the reason for the delay and was told that the airplane coming to pick us up had mechanical issues and was late. When it finally arrived, it was reassigned to another flight at the next gate that was earlier than us but had also been delayed (no idea why that flight too was delayed). We're told there were no other direct flight options available and would be rerouted through LaGuardia.

We were then scheduled for flight #4453 at 4 pm to LaGuardia and then flight #4665 to Pittsburgh at 6:25. However, the boarding passes were confusing as the boarding time for the 4 pm flight was 4:50 and boarding time for the 6:25 flight was 5:55. The DCA-LGA flight was clearly delayed and would be arriving at LGA after the take off time of the LGA-PIT flight. So we were scheduled for a connecting flight that we absolutely could not make!!! In the meantime, I received an email from American Airlines saying we were rebooked for the 9 PM LGA-PITT (and not 6:25). When I went back to the counter after waiting in line one more time and pointed this out, I was told to disregard the email and go by the boarding passes in hand.

We had to transfer from gate 35X to gate 29, which was only possible by bus without exiting the security area. We had to lift up and carry our carry-on luggages down several stairs to get to the bus and then up again to get back to the new gate, which was a huge inconvenience. When we got to gate 29, we immediately went to the counter to ask for further advice. The customer service agent at the desk was in the middle of something and I decided to wait for him to acknowledge me. Which never happened! We just stood there for 15 minutes in silence, after which my friend asked how much longer the wait would be and he said a couple minutes. He made us wait for another 10 minutes without saying a word and then left the counter! We were so annoyed by all of this looking at each other in utter disbelief.

Another agent came over a couple minutes later and told us she can't help us and that we are supposed to go to the agent in the middle of the gates for ticket issues. Had the other agent told us that, we could have been waiting in the right lines instead of standing for 30 minutes accomplishing nothing! We waited in line in the middle counter for several minutes. When it was our turn, one of the agents made a sign with his hand saying he was "done" and said he couldn't help us. He actually got up and walked away saying somebody else would come. But nobody did. We had to wait for even longer before the only agent available could listen to us. At this point there a huge line of at least 20 people waiting to talk to someone as so many flights were canceled at DCA that day.

Finally our turn came up and we talked to the only available agent. She agreed that we would not make the connecting flight and we should go by the email and not the boarding passes! This meant we would be leaving LGA at 9 pm and arriving at Pittsburgh at 10:30 pm. At this point we had looked up direct American Airlines flights from DCA to PIT on our phones and there was one at 9 pm. There were three first class seats available but we were told that we could not be issued those since we were traveling in economy class, which is ridiculous since it was American Airlines that inconvenienced us terribly in the first place and did a terrible job with their customer service agents to make up for it.

I also called American Airlines customer service and asked if we could be put on the direct DCA-PIT 9 pm flight instead of having to go to LGA first to board a PIT plane at 9 pm! I clearly pointed out that my friend had terrible vertigo and threw up the entire flight in their 3-seat-per-row (never seen that before - one seat on one side of the aisle and two on the other!) tiny regional jet on the way to DC on April 1 with terrible turbulence and that she really wanted to avoid an extra flight. Once again we were told on the phone that we could not be issued those first class tickets (They were available for purchase online but we could not afford to pay $1073/passenger).

So we accepted our fate and had to spend more hours and money at the airport. Our 4 pm flight which was delayed first to 5:30 was then further to 6:09 and then even beyond that while waiting in the plane for a runway. In fact the pilot announced that we would be waiting for a runway for another 40 minutes, which now started jeopardizing our chances of even making the 9 pm flight from LGA to PIT, which is the last flight for the day. Fortunately, the runway wait turned out to be only 20 minutes and we left DCA around 6:45. At this point we had been at the airport for 9 hours!!! The only redeeming thing was the flight attendant in this plane who sympathized with our experience and even tried to look up seats on the 9 pm direct PIT flight for us. We left the gate before she could finish looking up so there was no choice. We were going to LGA.

Once we got to LGA, we immediately walked to the next gate to make sure the 9 pm flight was on time and not cancelled. At this point we were holding boarding passes for this flight and could not wait to get home. Once the boarding time came around, we were in the last group and when the agent at the gate scanned our boarding passes, they were not validated. We were asked to wait in the corner while everyone else finished boarding. The agent started typing things on her computer and said that we were not checked in for our flight and our seats were assigned to other people!!! How is that even possible? We had boarding passes with assigned seats!

We had just arrived from another connecting flight from DCA to LGA and nobody told us we were supposed to check in to our LGA-PITT flight upon arrival at LGA. Plus if we are holding boarding passes for the next flight and clearly boarded the previous flight, how can we not be checked in??? At this point there was only 2 minutes left to take off and after fiddling around with her computer for many more minutes, the agent issued us new boarding passes for completely different seats. And she was only able to do that because there were empty seats available! Which means that if it had been a full flight, we would be left behind unable to fly home on the last flight of the day, stranded in a city we did not even intend to travel to.

We made it to Pittsburgh at 10:30 pm instead of 2:52 pm like originally planned, both mentally and physically exhausted and drained after our all day ordeal and spending more than 12 hours trying to get home. What a waste of a day and what a shame that American Airlines handled this huge inconvenience in the worst possible way they could. Clearly their only goal is to make money and they just nonchalantly cancel flights and don't care what their customers go through. Their agents don't even care enough to acknowledge the customers.

This reminds me of a very similar experience I had two years ago with US Airways, which subsequently merged with American Airlines. Similar story of a flight cancellation hours before the flight and not even a phone call. We had to spend another $350 to stay over on a Saturday night in Vegas and rushed to make it to the next scheduled flight at 6:00 am. We arrived at the airport 44 minutes before the flight and was told that check in time was over at 45 mins before the flight. We tried to explain that we already suffered a flight cancellation and paid out of pocket for a room but nobody cared. After arriving at the airport at the crack of dawn, they made us suffer at the airport and wait till the red eye flight to PIT at midnight.

It is only fitting that two companies with terrible operations and customer service like American Airlines and US Airways should merge! I will never travel with American Airlines even if their prices are more competitive than other airlines, which they often are not. I will share my experience on all social media platforms and customer complaint websites so others can stay away from this horrible airline!

I called AA to ask for a refund for the flight we missed, which was due to an AA mechanical problem. I was told a refund would be issued and would show up as a credit on the credit card we used to pay for the flight. It's been more than a week now and we still haven't received a credit. Either the AA agent lied to me or AA is incompetent.

I emailed AA separately to seek a refund for the $99 cab fare to Ft. Lauderdale. That request was promptly refused by AA Customer Relations, even though that would have cost the airlines LESS than if they had paid for us to stay in a hotel overnight and take their next flight to North Eleuthera the next morning (which is what their policy is). They had the gall to use that opportunity to ask us to fly again with them soon: "While we do not offer compensation or reimbursement for personal time lost or tickets purchased on other airlines, we can certainly understand your frustration... We are eager to demonstrate the on-time flights and high quality service you expect and we want to deliver. Please travel with us again soon."

When we arrived in North Eleuthera, we discovered that had bags had not been on the flight that we had missed and were not waiting for us, despite being told that by an AA employee in Miami. The bags didn't arrive until THREE DAYS later (half way through our one-week vacation) and only thanks to persistent calls to AA. It turned out (after several calls) that AA sent the bags to another location in the Bahamas (Nassau) on another airlines without my authorization - and irrationally. Because they Sat in Nassau for several days because the receiving airlines didn't know what to do with them or refused responsibility. It took several (increasingly angry) calls for AA to finally take responsibility and follow-up with that other airlines.

While dealing with AA about both the missed flight and the lost luggage, AA personnel were totally unhelpful. If AA had alerted the connecting flight that we were delayed and asked them to hold the flight for us (10-15 min.), we would have avoided all this aggravation. Once we missed the flight, the rebooking agents did nothing to help us get to our destination on the same day, coldly citing "policy." We only knew about the Ft. Lauderdale/Silver Airlines option because of a previous experience with a competing airlines, JetBlue - which by the way, not only alerted us to this option but gave us a credit to cover the cab fare. A much better way of doing business!

On the lost luggage, AA personnel (some) were very passive and acted as if it wasn't AA's responsibility since they had (without permission, mind you) turned our luggage over to another airlines. Unbelievable. My takeaway from this experience is that AA doesn't care about its customers. I will avoid taking AA again if I can help it.

I'm in the retail business... If I jacked up bagged ice, bread, or milk after a hurricane I would be fined for price gouging and I would make the liberal news - so what's the difference? You then cancelled my ticket and probably sold my Charlotte ticket again and at a higher rate. This is the second time I have had an issue with your airline. The last time I arrived 3 hours early and I was at the boarding gate for an earlier flight and you wanted to charge me for a second ticket to come home earlier. There is truly a customer difference between you and SW. I will spend the extra money on the Uber.

I politely asked about their procedures for reimbursement of out of pocket expenses (we needed a cab, a hotel, food, and ultimately a rental car to get back to AVL from CLT). I was told after a couple of back and forths via email that "We (AA) do not reimburse for out of pocket expenses incurred as a result of an operational difficulty." This happened Friday night, and now Monday morning I'm told they won't help us at all! YOU STINK, AMERICAN AIRLINES!! I don't have an extra $300 for these expenses! What did you expect us to do for 24 hours while we waited to get out on the next available flight!!!

Then she trusted the bottle into my hands and as I turned away she said, "Hold up! Where do YOU think you are going with that bottle of water!?" Are you kidding me? I told her that I merely wanted to pour water into my cups. Another passenger around us took some empty cups and passed to me as we poured each other water and did not want to get in the way of this flight attendant's anger.

When it came time for sandwich/food service. This SAME flight attendant pulled the cart asking people "sandwich? sandwich?" When she came to my row (which is not far from the front), I used my most friendly voice to ask her could she tell me what kind of sandwich are they (I knew about her temper and didn't want any nasty exchanges between us again). To my surprise, she gave out a loud and exasperated sigh - turned to ask her colleague about the type of sandwich, turned to me and said, "It's turkey, TURKEY!" Then without asking me whether I wanted it or not - She literally THREW the sandwich down on my tray table.

I felt so insulted by this flight attendant. But apparently, she started asking folks "Turkey sandwich? Turkey sandwich?" as she made her way to the back rows. I had never encountered rude and insulting behavior on any other airlines given that I travel and fly very frequently. So -- no more American Airlines for me, my family, or my friends!

He went to go back through security and they said he could not get cleared until after midnight!!! He is an insulin dependent diabetic, this is unacceptable. No one even offered a meal voucher. I paid $200 for a one way flight for him to still be stuck in their Detroit (unsafe) airport all night. No money. No food. NOTHING. He was told the last flight that was departing at 6:52. Was delayed 4 hours, but it doesn't matter because he couldn't get cleared until after midnight. I am VERY distraught and upset. I am in Florida and he has NO ONE there to help!!!

I emailed AA customer relation to explain and request an extension. The response was not at all understanding! I pleaded some more and finally she called. I tried to explained but did not get a chance because she shut me out and cut me off. I'm very disappointed with the way AA conduct their business. If I can help it, I will not travel with AA.

On March 4 I call and now they cant find it. I have no clothes and I am there for a funeral. So now I have to find a mall and buy clothes instead of spending time with my grieving family. On March 5 I call still no bag. Agent again is nasty not friendly at all. At this point I'm questioning myself "did I do something wrong." March 6 going back home, get to the airport and still no bag. This agent told me "there is nothing we can do. Fill out these forms and send it in." The only person that tried to help was a young lady named Tyra ** but she couldn't locate my bag. I get to LaGuardia, I go to the baggage claim office. They were laughing like it was a joke.

I guess they know something that I don't. It is now March 30. Still no bag. I call the office and they keep saying "we are looking for your bags" and asking if I sent in the claim forms. I tell them yes then the agent proceeds to tell me "we are not going to reimburse you for the money you spent. I your clothing while you were in Atlanta with no clothes and I said why not. She said "That's our policy we will reimburse you for the missing items and your bag." She then said that it will take 7-8 weeks. This is outrageous, I will never fly with American Airlines again.

So I told them I wanted to have my family together. Customer service rep said the only thing I could do was buy seats so we could be together. I responded "I bought seats together originally." The rep said "No you never purchased seats." So what is the $2000 a ticket that got charged to my credit card?? Response... "Those are just tickets." This is absurd! Obviously I will never use AA again. So now I have to spend an addition $822 for my family to sit together or have my 4 year old sitting with a stranger. BRILLIANT!

Now I don't know if you have ever tried to schedule a meeting between a group of busy people but most will tell you that it's like herding cats, and the 30th is the next best time we could all get together for the presentation due to other commitments. I just wanted to change my flight to the 29th. (Mind you I was willing to pay the difference in pricing for the ticket.) BUT NOOOO, if you wanted to use your ticket for a day that you actually needed it for, you would have to pay a change fee (more than the price of the ticket in the first place, mind you).

Who are they to decide my schedule? WTF kind of policy is it to say when I would be able to travel? How can a company say "Hey we recommend you change your travel plans due to forces outside your control. We'll even let you change it for free," and then turn around and charge you for following their advice. That is a crime.

After hours of trying to calm down choked it up to just a bad day and dealt with my client, but NEVER let something pass when it shows its true face. Just 5 days later American again was delayed with no explanation and I again missed my connecting flight which is now going to delay me for another meeting. I'm done, down to a man none of our managers will EVER utilize American again. As stated earlier we fly extensively and there is now a memo for our concierge device not to use American. They are rude, unprofessional and out and out terrible. I'd rather fly Spirit and they suck. I did even get offered compensation. PATHETIC!!!

I continued on of why would they take me off a flight that I purchase, still the manager Robert did not have answer, even another customer said they were treating me unfairly and she also to would make a complaint, I got her information also, I recorded the whole conversation on my phone for proof. This is very disturbing and I feel I was judge for no reason and took off a flight for no reason. I missed a important meeting. I'm very stressed out. On top of that I was stuck at the airport for 5 hours and was escorted off by police for no reason. This is beyond bizarre, if anyone could help me please give me a email, thank you so much.

Here I am 19 days later, on the phone for over an hour now fighting to get my money back. Why would I pay for an upgrade that I didn't even get? I had to throw a hissy fit on the phone as they initially told me, "You fall in a gray area and will need to email someone else". I said, "No way, I have been on here for over 1/2 hour. Get me your supervisor." Suffice to say, my request for credit has been entered and now I have to wait for someone to review it to decide if I get it.

Essentially because THEY cancelled our flight, WE had to pay an extra $20/seat. Before the "bottom of the chain" representative said she couldn't do anything about it, she initially offered another flight with one connection that landed at 1 PM. Obviously, she didn't listen to my reasons because how are we supposed to get to downtown DC, dressed and changed for a wedding in 1 hour? That doesn't take into consideration the 70% on time rating that flight had. We then immediately filed a complaint through AA with the main issue of "why do we pay the extra difference when YOU cancel a flight and the replacement flight doesn't work?" Now don't forget, they do allow you to get a refund if your flight is changed by 61 minutes or more. But BUYER BEWARE... if one flight is changed, your other flight on a round trip is affected and you are expected to pay the difference in rebooking (i.e. they don't let you keep one leg of a one-way flight).

When I filed the complaint through the "higher ups", they were playing me like they were doing me a service. They refused to give me a partial refund, full refund or an upgrade. But... they did give me a bonus 25,000 miles or two $20 vouchers. Now why would I accept that? So I can purchase another flight and put more $ in the pockets of this company who obviously doesn't care about customer service? Their offer of settlement was solely in their own interests and not the customer's interests. Buying off customers is their theory of settlement. Instead, upset customers will leave for another airline. Bottomline is they weaseled $40 out of me and they are trying to weasel more future flights out of me. I will take my business elsewhere.

She was actually taking joy in her unwillingness to help. I've now tried to use AA for a couple of flights and all they can do is reduce the value over and over with absolutely zero regard for the customer. NEVER in my 20 yrs in the service industry have I ever seen such a complete and total disregard for the customer. They will never get my business. I would rather hop on a bus cross country before choosing to let them get one dime ever again.

This is the latest round which had me, who handles many challenging situations without difficulty - reduced to near tears. I contacted AA about a month prior to my trip as I had to add another trip to a full schedule. I had booked from PHX to LHR through JFK. This trip included a leg to and from Tel Aviv before returning to Phoenix. Complicated schedule. I added FL so would have been home approximately 10 hours total so called AA to ask about changing the ticket to fly from FL to NYC then on to London. The person I spoke with said that the change fee would be more than $200 as it involved international travel. I said, "Then I guess it makes more sense to take a one-way to NYC as an add on." No further discussion was involved - no "Wait - let me tell you the ramifications of taking that action". I make my reservations and flew from MCO to LGA, spent the night with my daughter in NYC.

The next morning - the day of my trip - I thought I better call the airline and make sure they don't cancel my trip as I am not getting on in Phoenix. The result - Stacy in a snarky tone - told me that it now cancelled my entire trip. I asked for a supervisor. Long delay (presumably while she told Marie all about it) then Marie got on the line and in a similar less than helpful and very aloof tone informed me that since I made the mistake - it was policy that the entire trip was cancelled. I am in NYC - have business in London and Tel Aviv and am now without any travel reservations. And ZERO help from Marie. After a very long delay, she informs me that she can rebook this for $6,500! I paid less than $1500 for the entire trip originating from Phoenix initially! Oh, they GRACIOUSLY agreed to waive the $300 change fee - like that was going to make all the difference.

I ended up paying $1800 for just the leg to London. I rebooked - on my own through CheapOair - another flight (better schedule) for $1250 for the London, Tel Aviv-Phoenix flights. Interestingly it was a partner airline of American - British Airways but Marie never gave that option. I board the same flight that I was originally scheduled for that was so empty that people were able to take full rows and lay down. But AA had to really overcharge me for that - again - a mere Platinum member. The two groups around me both shared their horror stories for the same flight - literally all of us had a negative experience with AA for this specific flight!

I wrote to AA customer service and Carmen responded that since I didn't board, I negated the flight. You only have 2,000 characters for this so not a lot of space. I responded that I had actually called - twice about this prior to the trip. She called me - I answered and said that I was on international rates so if she was going to just indicate there was nothing she could do - we might as well hang up. I should have done that as this was the result.

I do travel on Southwest and NEVER have an issue with them - and they are friendly and helpful. I can rebook a trip and not have devastating consequences. I wish they flew everywhere I need to go. But I will be booking a lot more on SW within the US - clearly it is not worth trying to get miles to maintain a status with American - no such thing as a valued customer!

I ended 2016 with approx. 98,750 miles with 3 trips planned in the first 2 weeks of January. I had filed numerous complaints about missing miles from Flights (which would have put me over the 100,000 miles to reach my "Executive Platinum" Status). After 6 emails to Advantage customer care to fix the Mileage it has never been taken care of. I wrote a few weeks ago and got a call from Customer service only to tell me, "You need to talk to Advantage Customer care, would you like that number."

I spend months away from my wife and Family for work, and the only comfort I have in my travels is my hotel Chain (Hilton) and my Airline preference (American). I am respectfully asking you to please reconsider my Loyalty and advance my Advantage program to where I should rightfully be. I have saved all emails regarding the missing flight credits, but they have all led to the same question "Do you still have your original boarding pass because we need the number on your original boarding pass." I don’t save my original paper copies of a boarding pass, in fact I use my phone for my boarding passes.

Last night (2-1-17) I was returning home to Phoenix from PHL on Flight 1881 as I walked towards the gate to get in line to board the plane I overheard a young lady talking to another group of women (all were what appeared to AA Flight Crew) I heard the younger ** woman talking about how she couldn't stand "Needy ass passengers". I ignored it and continued to my gate astonished that an AA representative would say that within ears shot of all these passengers. As I took my seat and buckled in (Seat **) we took off I was delighted to be going home a nice 5 hour flight would give me plenty of time to catch up on work. Oh wait no Wi-fi on this flight. Oh well nice excuse to relax.

After taking off and reaching a cruising altitude the crew began to prepare for drink and snack service. I had read somewhere that Advantage members were entitled to 1 free drink and a specialty snack, normally I would buy it but I was next to the window and my wallet was in my carry on above me in the storage bin. As the crew approached I saw her, the same young lady I saw talking to her friends in the terminal. The first lady passed me and didn't ask if I wanted anything, the second girl (the younger one I had overheard earlier) looked at me and I asked, "Can I get a soft drink, and a fruit and Cheese plate?" She pointed to older one and said to me, "You don't listen very well do you?" I pretended not to hear her as I was shocked she would say that to me.

She handed me a drink cup and a fruit platter and put her hand out as if to say give me money. I told her that I had read as a platinum member that I got a free Drink and specialty Snack. In front of the other passengers seated next to me she stated (in a very Stern voice), "Well your Status isn't high enough, I will give you a drink for free but I hope you don't think you are getting any food for free. That’s not how this works." She made me feel like I was a homeless person begging for a scrap to eat. I told her I would have to get up to get my wallet out of my carry on. She said she would bring it back as she swiped the cheese tray from my hand. Mind you I had been up since 4 am had not eaten that day and was on my 2nd flight. Each time she walked by for the next almost 5 hours I would try to raise her attention and she would look away from me each time.

I cannot begin to tell you how I felt on this flight. Enraged, embarrassed, and let down. I don’t like being away from home. I really don't but at least when I’m away from home I like to know that my loyalty is appreciated. In closing, I am a former Delta Medallion Diamond Member, and last week received a letter in the mail saying they would match my current Status level with my current airline. I have been tempted in the past to switch back because of the numerous delays, cancellations, treatment, but never until these 2 most recent events have I been seriously considering it until now.

All the airplanes we flew on were old--when was the last time you saw ash trays and cigarette lighter chargers in Business Class? If AA is going to fly old airplanes they need to upgrade their interiors and maintenance protocols. As Scott McCartney from the Wall Street Journal wrote January 11, 2017: American’s numbers improved, but the biggest airline in the world remained the worst in the scorecard for the second year in a row with the highest rates of canceled flights and lost luggage. American has ranked last or next-to-last all nine years of the scorecard. I had heard stories about America's poor service, I believe all of them after our experience!

By the time I was finally seen, it was obvious there was no way I would make my connecting flight in CLT, but was offered the ability to be on "stand-by" for a sold out flight later that day in Charlotte. No offer to cover my cost in Charlotte if I had to overnight it, though. So, while missing out on one of just three days in Paradise, I opted to be redirected to the same flight plan the following day. I suggested that I would be happy to drive the 2 hour trip the next morning to avoid this same issue the next day and was told by the agent that this never happens two days in a row and not to worry... right.

Well the next day I'm waiting for my plane (at CAE) and 30 minutes before flight time there's no plane at the terminal and I get nervous enough to find an agent. She tells me they are servicing it, but it's probably at least delayed if not cancelled. So, I know that if I start driving immediately to Charlotte I "might" catch my connection, if lucky. I presented this thought to the agent who offered to put me in a taxi, and 30 minutes after that I was on the road. I made my next flight, but only because that plane was 45 minutes off schedule (and yes, the flight from CAE had been cancelled again). My real problem with American on this trip was they insisted they almost never have a problem two days in a row - however, the taxi driver tells me that 5 days out of seven he has to take passengers for that same flight to Charlotte! He even told me that he is on a retainer with them. It's so bad. Seems like the world's largest airline could do better.

When I went inside the plane, there was no space for the bag. I asked the flight attendant, she did not answer what she is going to do, was talking to two customers at one time. Then a second lady just walks in, takes my carry on, DID NOT ASK MY NAME OR FOR MY BOARDING PASS OR MY DESTINATION OF TRAVEL, just took my carry on and left. She came back after 5 min and gave me the check in ticket. The ticket did not have destination written on it. Destination column was blank. She did not tell me anything from where to pick my bag. And by the time I looked up and tried to talk to her, she just walked away without asking if I have any questions.

I landed at DFW for my connecting flight to Tyler. I went to the AA representative at DFW to ask if I have to pick my carry-on here as my ticket did not have any destination written on it. The lady WITHOUT LOOKING AT MY TICKET "at your FINAL DESTINATION." And then I did not receive my bag in Tyler. (AA checked it in for DALLAS, without informing me).

I landed at around 6:30 PM in Tyler. I went to the AA counter, told the guy: "I have an interview tomorrow; I need my bag urgently as I have no suit to wear." The guy assured me that there is another flight coming at around 9, so I do not need to worry. I called the baggage customer service at 8 PM about the urgency of bag as I had an interview next day. The lady told me: "Call us at 9 PM to confirm, you will receive your bag at around 10 PM." I called at 9 PM, the lady tells me "I am sorry your bag is still in Dallas and the flight is about to fly, there is nothing we can do. I am writing an email about the urgency." You guys have no sense of responsibility. Why was the email not written when I called at 8 PM. At least you should NOT have assured me that I will receive my bag in the next flight so that I could have gone out and shopped. Now at 9 PM everything is close.

I made a third call at around 10 PM, now the lady told me: "The 9 PM flight is delayed, but we cannot call anyone in DFW, we can only email them about the urgency of the bag." SERIOUSLY YOU GUYS CANNOT EVEN REACH YOUR OWN FOLKS IN DFW TO TAKE CARE OF YOUR CUSTOMERS WHO ARE IN trouble because of your poor service. Why did not the lady inform me earlier that the flight is delayed.

I made a fourth call at around 11 PM, asking if my bag is put on the delayed flight. I was planning to drive to Dallas to pick my bag. Now the guy told me: "Maybe it was put on the delayed flight but our system takes a while to update so we are not sure if it's still in Dallas. So NOW I CANNOT EVEN DRIVE TO DALLAS TO PICK MY CARRY ON because there was no surety if it is still in DALLAS or not. I was up all night chasing my bag. I flew from Atlanta to Tyler for an interview. Do you guys have any idea how much it take to get into medical school and how important a residency interview is?

I made a fifth call at around 11:30 PM when I was told it's still in Dallas and there is another flight at 10 AM. I will receive my bag at around 10:30 AM. My interview was at noon. But now I knew how irresponsible and nonprofessional AA service is, I was not counting on them and their fake promises. AND to no surprise I did not even receive it in the flight at 10 Am.

Why do not you tell the customers straight that your service is the poorest and they are on their own in situations like this. It did not end here, when I asked for reimbursement, I was told AA will not cover for renting a car. How do you guys expect me to shop for everything from a toothbrush to an interview suit without a car. I spent around 500 dollars on renting a car and shopping, not to mention about the emotional harassment I suffered. Forget about the money, do you guys HAVE ANY IDEA HOW VALUABLE IT IS TO GET AN INTERVIEW IN A MEDICINE RESIDENCY PROGRAM? My advice to all of you NEVER TRAVEL WITH AA especially if you are going for an interview or any important business trip.

I was very embarrassed when the cops were waiting for me as soon as I got out. I told them what's in the upper paragraphs. The SEATAC AA customer service representative was there. He was rude as well. He didn't want to hear my friend's side of the story, and he would ask her questions about me even though I was right there. His name is Michale **. When my friend mentioned she felt disrespected because she was black and had a disability, Michale literally turns around and walked away.

I'm a full time firefighter, a Chief Petty Officer in the Navy Reserves, and I have my Associates, Bachelors, and Masters. I have a secret clearance, my TSA precheck and GOES card. So I'm not a fool. I deal with customers as a firefighter and EMT, and I treat them with respect. The attendant in 1st class was extremely disrespectful and I don't appreciate it. I will never fly American Airlines again. Please screen your people because obviously, she can't handle being in customer service.

They announced to see if anyone would fly the next day and I went to the desk to see if that would mean we could sit together, they said yes and we were also told we would get a meal voucher, a hotel for the night and flight vouchers to compensate us. We were told these vouchers could be used on American Airlines but also it's One World partners of which there were many including British Airways. Great... seemed ideal and worth missing a days work for. A couple of months later when we wanted to use the vouchers, we realized just what an absolute farce these vouchers are. To say that American Airlines made it hard for us to redeem them would be an absolute understatement.

They also had duped us because yes you can use these vouchers with One World airlines but American Airlines have to be the main carrier. So let's say you have enough vouchers to take a flight from the UK to Spain with British Airways who is a One World Airline, you can't because you have to fly American Airlines as your main flight, now because AA do not fly to these places, half the world is out of the question. Then there is the fact that how to redeem your vouchers is like trying to find out some sort of Government Top Secret (not on the back of the voucher) coupled with the fact that no-one at AA seems to have any idea of how to redeem them. (We were told several different things by several different people). It was really really stressful. We spent hours and hours on the phone trying to sort this out which cost us in the region of £30 in phone calls.

Eventually after about a week of constant phone calls (this is the short version of my stressful week) we managed to find out how to book our flights. We didn't want to return to America so quickly after visiting but it seemed that it was the only sensible option. Now you would think that you choose your flights, phone AA with your chosen flights and they redeem your vouchers taking the voucher value off the cost of your flight. Oh no you have to send your vouchers to them in the post. BE WARNED if your vouchers get lost in the post, you have lost them forever and your flights will not be honoured. Who in this day and age asks you to post something that is worth so much money? We posted ours in the most secure way possible and did it tracked, signed for, everything... we were not taking ANY chances. So the vouchers got there, good old Royal Mail and we got confirmation of our flights.

Now because we were told our flights came to more than the value of our vouchers, we had to top up these vouchers with cash which we used a bank card for. We were then surprised a few weeks later to receive some more American Airlines vouchers. We had no idea why we had received £80 of vouchers, no one had told us why, no letter was included given any explanation. More phone calls to AA.

This is how the emails and phone calls went. "Why have we got these vouchers, they are no good to us, we can't use them?" "Oh they are because we overcharged you." "Oh, you mean the money we paid you on our bank card? So can we have a refund on our card instead?" "No we only give vouchers." "Sorry we don't understand. We have paid you cash how can you not give us it back." "We are not obliged to, we can only give you vouchers we don't have any means to refund a British bank account." "Hang on you took the money from us and now you are saying you can't refund us, are you kidding?"

Imagine going into a sweet shop with a £5 sweet shop voucher and the shopkeeper saying your sweets come to £8 so you need to pay me £3 in cash which you duly hand over. Then they say, "Oh sorry I made a mistake with my adding up, your sweets only come to £5 after all but you can't have your money back, I can only give you vouchers back to spend in my sweet shop." It is a joke and I believe it should be a crime. So now we are £80 out of pocket to a company that doesn't give two hoots and no way of getting that money back off them. To say we are dumbstruck with their audacity, rudeness and complete lack of customer care.

Once were finally got off the plane we stood in line to speak with an AA rep. She told us that they would not be compensating anyone because the flight was cancelled due to weather. That was true, however our flight was scheduled for take off at 5 pm and it was cancelled at 9pm! Not to mention, the bus they wanted to put us on was booked. The flight out in the morning was booked with the 11 people they had screwed over earlier and then they told us we were welcome to go sleep on some cots and they could get us out on WED! It's SUNDAY! Does AA think people can just take days off due to their mistakes? We finally rented a car. On our own dollar. No luggage. I'm sure we will have to find our luggage at our expense. This airline is failing. Your passengers should be your #1 priority! You should be ashamed of yourselves and the way you are running your business!

When we got to the gate we were told we had to check our bags to our final destination. After all of the mess we had been through, we asked if they could put it in the holder to see if it was okay to put in the upper bins. They tried my 12 year old daughter's first. Her wheel got stuck as they tried to put it in and immediately pulled it out and said it didn't fit. Told us we had to check them all. I asked if they could try again since the wheel was stuck and they ignored me. My 14 year old son took it and started to put it back in the holder to measure it when a male gate agent came and ripped it out of his hands. I begged they let us try it.

At that point we had been traveling for 12 hours with another 12 hours ahead of us. I couldn't handle our baggage not making it since we had another connection in LA. I tried to let them know what we had been through when he started shouting the FAA is watching and waving his arms in the air. I kind of looked around and asked can we just gate check it then since that's what the previous flight did. She kept on shouting that they were watching. Finally I gave in and got on the flight with the baggage checked. As I was finding my seat, which was conveniently located in the last row of the plane I hear the flight attendants talking about people who don't want to check their bags. And how they don't need their money, people like that can fly with someone else. Note to self... So, when I turned around after having been through the guy screaming at us and taking stuff away from my kids and told him I heard it and didn't appreciate it, he said he never said that. Really?

We got to LA at 9 pm and waited to board our last flight at 11:30 pm. We got to Cancun at 6 am the following morning. Not once did anyone apologize to us for any of the inconveniences. We got no reimbursement for any food during our stay in the airports. No reimbursement for the hotel room. No apology. Nobody who cared. Nobody. We decided to put it all behind us and enjoy our time in Cancun. We had to pay an extra two nights since we lost two of our vacation days. They didn't help us with that, though I wouldn't have expected it.

So we got up at 4 the morning we had to leave to get to the airport for our 7 am flight. We got there, cancelled. Couldn't get us on a flight until noon. So, again we sat in the airport until noon, not once being reimbursed for food, no apology. Instead, we were treated by the staff in the airport like we were an inconvenience to them that they had to find a flight to put us all on. Funny enough though, we got to gate check our bags all of the way home. Guess the FAA only "watches" in Dallas. I will NEVER, EVER fly American again.

Furthermore, as I walked over to the CS line Star just kept talking to me in a very condescending manner. When I inquired about her and pointed her out to another employee, we were told that Star is a supervisor and that I was the fourth person who had complained about her attitude in the last 15 minutes. I'm stunned that American Airlines would employ someone so unprofessional and who lacks basic manners, let alone have this person as a supervisor representing your company. We travel constantly all over the world and have never experienced such terrible, disrespectful service from any airline employee. Ever. It is even more shocking that Star is in a managerial position. Who does one go to for assistance if that is the attitude of a supervisor?

As we were leaving my husband asked her for her name because he wanted to file a complaint. She confirmed that her name is Star and then shooed him away and said "Yeah, whatever. Do whatever you want." Wow. It is almost as if this woman wants to get fired or even worse, she gave us the impression that she has gotten away with this type of deplorable behavior for so long that she feels she's untouchable. We truly hope American Airlines takes this matter seriously. This woman does not deserve to represent your airline or any company in any capacity. She should be ashamed of herself. On a final note, we're from Philly so if we're stunned by this type of attitude in Phoenix that should tell you a lot.

Flying back did same steps, but agent told me my magazine had to be unloaded, not the firearm. So I had to unload the clip at the check in counter, with lots of people around me, luggage opened, and firearm case completely open and visible. She then told me she'd have to keep the ammunition. She advised that the Airline's policy overrode the TSA rules, which I followed to the T. So I arrived back to McCarran with a firearm, and no ammo, basically a paper weight. I'm happy to abide by the rules, as a responsible gun owner, and CCW permit holder, but it's difficult when they change by the agent checking you in.

Aside from the plane itself, the flight attendants were pleasant and a complimentary wrap with chips and cookies were provided. Unless they upgrade this plane, I would likely choose to have a brief layover at LAX or SFO rather than the quick and efficient non-stop option via DFW (for the sake of being able to stretch and charge portable devices). The return flight was fortunately on a different aircraft, still a 767 but a bit more modern. Still no in-flight wi-fi or in-seat entertainment though. Because they were behind by 45 minutes, the flight attendants offered a one-time complimentary cocktail at dinner service.

One of my party traveling has a pacemaker and is a tall person. I advised that we were trying to pre-book our seats two nights prior to flying (we were willing to pay extra) but for some reason American Airways website would not allow us to do this. I find this airline carrier totally incompetent. The staff attitude is a disgrace from the point of check-in. The lady there was rude and you could easily see that she did not enjoy her job and was there for the money only and not to interact with other human beings. The lady at the departure gate had the same attitude.

When going through security we advised that one of our party had a pacemaker but they were not interested and continued to put the person through the metal detector WHICH CAN HAVE THE POTENTIAL OF HEALTH DEFECTS TO THE PERSON). Obviously the metal detector went off and the person was asked to remove his belt we advised AGAIN that he had a pacemaker and showed the ID card again before the guard realized what had happened. Will I fly with this airline again? TOTALLY NO WAY.

To sum it up I should have been put on the 1:30 flight on Sunday 01/08/2017 which was the same day as the original 6.00 am flight and someone without status should have been bumped to Monday. To sum it all up status and loyalty mean nothing to American Airlines loyal customers or business travelers. And their customer complaint site is out of service. How nice that is. They take your $$$ and could care less about the passengers. I assure this will be the last time I book with this airline people take early flights for a reason and should be booked on the next flight a chain of command. After hours of wrangling with these people on the phone I was assured I would get a refund as I was able to book a flight for Sunday 011/08/2017 on a competitor from the same airport.

Congress needs to put stricter regulations especially since American Airlines is now the largest carrier in the USA they could care less about their customers or how they treat them. My company which I am the CEO of spends $1,000.00's of dollars per year with airline which will now be halted even if I have to spend more with another carrier customer loyalty should the 1st priority. Thank you for reading this and I'm sure that I'm not the only who has the same feelings towards American Airlines.

So this man went to the next lady and started checking her in. Maybe ten minutes past and my husband walks up and ask "Are we ready" and I said "No. This guy said this is a tip service only" and the guy was like "No I did not." I said "Yes he did several times." My husband is a very calm person. He said "It's OK. Let's just get checked in." At this point a young lady said "I can check you in." She said "I don't think you're going to make your plane. It is 5:20 am at this time but I will try."

She proceeds to check our bags in and two bags check and the third bag ticket jammed so we had to go inside and wait another ten minutes. We finally get to screening and TSA stops us for my husband's backpack. Yes I understand they are doing their job and I appreciate them very much for keeping us safe, but honestly the TSA officer took ten minutes stacking the plastic tubs for people to put their items in while we stood there waiting for her to check his bag while five other workers sat around and watched me stand there with tears in my eyes as American Airlines flight 346 called mine and my husband name for final boarding!

This complaint is continued from a previous complaint I filed today. After we missed our flight from Jacksonville we had to sit in the airport for four hours and miss an entire day of activities in Las Vegas due to the delay with our check in. We finally get to Las Vegas at 10:00 pm that evening instead of 11:15 am as planned to find out that our luggage was sent to Vermont. Only one of our bags made it to Las Vegas. This luggage only had our shoes in it. I honestly feel like our bags were sabotaged because your Baggage attendant was so obsessed with making sure he was going to get a tip. He did not care about customer service at all which is very sad. The sad thing is I always tip very well!

Now we are in Las Vegas for our vacation with no clothes and American Airlines tells us our bags will be here tomorrow. Well guess what. No bags for three days. Our vacation was ruined. Everyone kept telling us a different story. It was honestly a nightmare. We had to rent a car, buy clothes, spend money that we could've been enjoying on our vacation for essential as American Airlines puts it! We did not receive our bags until 11:30 pm December 30th. What a way to spend your vacation that you planned a year in advanced and saved for not to mention again this all started because one greedy employee basically was bribing me for him to do his job that he gets paid to do daily with American Airlines. Sincerely, An Honest Working traveler.

Also, the seats were so close together I could have saved and purchased economy tickets or coach. Once getting to New Orleans my legs were so cramped I could barely get up from my seat. Of course I was not rendered any assistance from the flight attendant. For the aforementioned reasons I will never fly American Airlines again.

I am 72 years and on medicine that I had packed enough for 2 days. I explained this and the urgency to get to Dallas to make a connecting plane to get to Phoenix to get more medicine. He said "You have no options but to wait." I said I have no hotel or transportation. He said "too bad you have no choice." I spoke to an online American Airline representative who recommended that I rent a car and drive to San Antonio within a 2 hours time of 180 miles with up and down winding roads; leaving at that time at 6:00 PM with the plane boarding at 8:40 PM. If possible avoid travelling on American Airlines because you get no customer service.

Bottom line, I had to get my own hotel and stand by for a flight American guaranteed me a seat on, and yet here I sit in Miami. The vacation event is ruined, thousands of dollars wasted, and I am stranded. American customer service says they can do nothing but maybe I should book another flight??? This is the WORST EXPERIENCE ever and I can't believe these clowns have any customers. Avoid American at all costs, because it's likely you will just be wasting time and money.

At the front of business class, one of the attendants came out and placed a basket of fruit on counter, and a basket of various chips on the other counter. Later I realized what they were for. I was not the only passenger that felt the food was not edible. I realized, if we were to eat anything at all, it would have to come from those two baskets. Nothing and I mean absolutely nothing on the menu was for human consumption. Salmon Cheesecake? You must be kidding. I spit it out of my mouth. You take nearly $2700 dollars from me and you are unable to serve a tasty meal??? I am going back to United Airlines. So I won't fly into Kennedy, but the food is enjoyable. And they don't take you over the coals to make a date change on a flight that they have 20 open seats in business class, and 8 seats in first class. Done with AA.

I have traveled with AA for years... will never travel unless I must. So now we were forced to lose prepaid hotels when we landed... could not cancel... and now driving 2400 miles on Xmas day and missing work as they lied to us and refused to do anything to even help or, make up for their terrible mistake. Now a car rental fee, gas, hotels, etc. They take no responsibility but I know the call was recorded when I asked and they said yes I could bring on with small pet carrier... horrible airline, woman should be fired speaking to paying guests that way and manager is spineless... American needs to learn how to treat people and train their staff properly at booking and guest check in!!! Now 4 days on road trip not planned due to their incompetence.

Well, now due to bad weather my son wanted to schedule a later day in January, 1 1/2 weeks later from original day. So Expedia/AA outrageously charged me! They wouldn't even help out a USA Veteran. They said that it would be cheaper if I just bought another ticket!? Why?! PAY TWICE??? Money is their goal. BEWARE. I'm going back to Southwest Airlines. SOO GREEDY!!! NOW, I'm afraid for my son getting on their blunderous flights. Plus something is causing their employees to get SICK and AA DOESN'T EVEN CARE!! Stay away!! I'll keep you all updated if they decide to drop the outrageous fees, just doubt they will.

A person brought me the wheelchair and as I'm departing the plane another flight attendant or maybe she was a counter girl, not sure, but she was not on our flight had started yelling at me saying had I ordered a wheel chair when I booked my flight, it would have been ready for me. I didn't know that was an option and again I didn't ask for the wheel chair, I was offered it.

This woman continued to talk about it and make a scene while we are going up the gate ramp. I has finally had it and told her to stop the chair and I got up and told her I will walk and that I didn't ask for the damn chair. As we leave the airport my daughter who had gotten off the plane before me to collect our bags proceeds to tell me this same woman had yelled at her about the wheel chair being brought to me and how I didn't order it. This is unacceptable and completely rude. No compassion and no heart. This woman should be ashamed of herself and needs to learn some customer service skills. Was it really that big of a inconvenience for her??? Really??? Never again will I give my money to American Airlines and fly their airline. Shameful!!

All the agent did was put a note in the file as to what she thought would happen which is NOT the same as actually scheduling it. I wasted an entire evening when I could have been out with family waiting for a bag that wasn't actually scheduled to arrive. At one point I was told my bag was scanned into Charlotte where it had been sitting for two days. Every time I called about my bag, all of the agents kept saying all they could do was send messages to the airport and that was it.

Out of desperation, I called the reservation hotline, begged for help, and demanded a supervisor. The agent attempted to tell me I needed to talk to the people at the Baggage Call Center but when I refused to accept his answer, he transferred me to Central Baggage. They finally located my bag which was actually at JFK for most of the week and had never been anywhere near Charlotte. After all that, all AA gave me a crummy $100 voucher. That's basically paying for taxes and fees on a full-priced flight, and I have no intention on using it. They will never get another dollar from me.

I was extremely angry when I was given the reimbursement form so I explained to the lady that there are things in there that are irreplaceable. I explained that my uncle's ashes/Urn was in that luggage and that bag had to be found regardless because those are human remains and it hurt me deeply that something like this happened. The lady insisted calling Miami international airport which by the way clueless as well and checked to see if my mother's luggage was there.

We came with the conclusion that the bag had a different tag number and finally my family in Honduras called and were told that the luggage was there. It was a huge relief to us, however, someone in the American Airlines staff went through the bag and some of the ashes were mixed with clothes, etc. Highly disrespectful when clearly the urn had my uncle's info on a label. The only great experience I had was the comforting ladies at the customer service/Storage place who understood my frustration and stuck through most of the time I was desperate.

I challenged AA over this and they denied they resold our seats on the more appropriate flights to passengers willing to pay more for them. Again, I was very interested to read that in Jacqui's case AA admitted they had resold their seats. I have written to the Department of Transport to lodge a formal complaint about this practice by AA and to suggest that they take AA to court to force them to stop doing this.

AA wants me to pay $700.00 to retain my Gold status for 2017 but what I spent with them in 2016 would maintain the equivalent status at other major airlines for no fee. No way to speak with a person that can handle all items. Tell me to write customer relations again. I think twice is enough don't you? I hope AA is monitoring so someone with some authority will actually call me to get these issues resolved.

Updated on 12/31/2016: I have received an email from the refunds department apologizing for the delay in my refund. They have asked me to fax or mail them a statement that I never received the paper replacement voucher from May. I am in process of responding to their request. I will consider changing my rating once all of the issues have been resolved to my satisfaction.

When we asked for explanations from the staff, one woman told us we would never have been sent to the help line if there wasn't a serious problem with our passports (not true). The woman on the help line told us she was the only one qualified to check passports (maybe not true) and stated several times that there were 2 workers on the help line (also not true: we were at the help line for over one hour and never saw anyone else helping customers). This happened at the Indianapolis airport, which is usually a passenger-friendly place. Very disappointed with American.

Once at the terminal, I was told that the flight was delayed to Chicago so I would need to reroute due to the fact I would miss my connecting flight to Arkansas. So, I had to sit in Grand Rapids until after 2 pm. Once I finally got rerouted to Dallas and boarded my flight, the employees got delayed because they didn't get enough gas for the plane trip. I arrived to Dallas just before my flight and by time I got to the door, it was just being closed and the representative would not let me board. I now have to sit in Dallas until 9:30pm on 12/15/16 just to get home for the holidays in Arkansas. On top of all this, I called the customer service phone number again (since there wasn't anyone at the terminal that could help me) and I got transferred to a supervisor (Richard) who wasn't willing to help me and actually hung up on me.

I called right back and got transferred to another supervisor who explained to me that I need to go online to request a refund for this entire mess. I go to the website to submit a refund request for such a horrible experience and out of pocket cost, and they make it very hard to file the request and contact the department. I will continue to fight this and if that fails I will be contacting the bank and filing a refund dispute. Horrible customer service, and such a nightmare just to get home. This airline has forever lost me as a customer.

AA customer service responded to my complaint and had the gall to say I arrived after the plane had already left the gate, so there was nothing they could do. I was there a full hour before departure and the agents simply told me I would not be given a boarding pass. I would have to wait in a long line with other angry travelers to rebook my flights. I spent 12 hours in the Philadelphia airport on standby, denied boarding a second time and had to find a hotel for the night.

I understand sometimes problems occur, but their rude and smug tone really got to me. No apologies, no remedy, no free hotel, nothing. My complaint, made later, was met with more arrogance. It was all my fault. Really? Malfunctioning check-in kiosks is my fault? No attempt to assist passengers, my fault? Putting me on standby for the next connecting flight which was already overbooked, my fault? In 40 years of travel, this was the worst I have ever experienced by far. And the follow response from AA was so insulting and condescending that it made my head spin. Granted, had I checked in the night before on the internet, this would not have occurred, but I didn't. However that does not excuse AA from their obligations. I need to make six more trips to Nova Scotia in 2017. It will be United no matter what price they charge. AA will never see another dime from me.

6+ hour delayed flight from EWR-DFW. Maintenance approved flight but pilot refused to fly plane. Our daughter missed connecting flight (with my wife and I) from DFW-SCL. Colette had to contact our travel agent who rescheduled her on another airline out of Newark. Had to fly via Canada(!) to Santiago, Chile, resulting in missing her connecting flight in Chile and late arrival at vacation destination. Incurred out-of- pocket expense to reschedule internal flight. SCL-DFW flight home cancelled which resulted in missing our connecting flights home out of DFW. Rerouted through Miami resulting in a 15 hour layover in Florida and 14 1/2 hour delay in arrival home to San Diego. I had less than five hours of sleep, and no groceries in the house, before having to go to work the next day.

I wish I had had my wits about me and thought to take pictures, but we immediately started scrambling to get everything off of the belt before it got away from us! We then moved everything out of the way of everyone else then getting their bags, and frantically shoved my once neatly packed underwear, shampoo, evening wear, gifts for our children back into my suitcase. We were then able to get the zipper past the second broken part to at least get the bottom partially zipped. At least we didn't have to CARRY the almost 50-lb suitcase to the parking lot, but my personal belongings all had to be shoved to the bottom so they wouldn't fall out.

It is apparent by the location of the broken zipper that it broke at the bottom corner and they kept going to where it really got stuck and became completely off track. Then they just couldn't get it zipped back at all and just left it!!! Who does that?!? I just got home and there was no note, no nothing. I thought they were at least supposed to leave a note saying that my bag had been gone through?!? I guess they figured they didn't have to leave anything since it was quite apparent that it had been gone through. Couldn't they have at least duct taped it or put a bungee cord on it or something?? Who in the world would do that to someone's personal belongings and then deliver it to them on a revolving belt face down?!?

I can't wait until American Airlines opens in the morning. They will hear from me for sure!!! One bright spot of the flight, our pilot was excellent. He was very informative and let us know several times during the flight what we would be flying over, turbulence that we might encounter, what our expected arrival and expected weather were.

The second flight then only had ONE working restroom that worked, unfriendly staff and the plane landed in a different city (McAllen,Texas), they made us wait almost 2 hours in the plane until they allowed us to get down for water and food an hour away from our final destination (Brownsville, Texas), then there they took the time to not express their apologies but explain to us that they wouldn't be refunding the air flight, not taxi or car if we didn't decide to wait more hours there in the terminal until they figured it out. THE WORST SERVICE EVER! I will share with as many people as I can so that they know what they can expect. When I reached over the their corporate office to share my story they said it was my fault and I needed to be there earlier, no voucher for my clothes or suitcase or anything.

THEN they call me back later and tell me "sorry we couldn't ship him soon enough" AGAIN so now its 8:10pm!!! This is complete **. The most horrible experience I had with going back and forth with the airline! The adopter was already on her way back to the airport which was SUPER INCONVENIENT!!! They called back and said never mind. My puppy will be there for more than 13 HOURS!!! How is that even OKAY?!! This ruined my WHOLE trip with my family and plus the pick up service I had!!! I made a big complaint and you know what they gave me?! A damn $50 voucher for future American Airlines trips??? Why the heck will they give me a voucher for a airline I will never use again nor my family??! DO NOT FLY AMERICAN AIRLINES!

Due to the fact that we were a group of three adults and a 17-year-old who could not travel unaccompanied, I booked the only available flight that could accept our entire our group on Phoenix Flight AA2216 at 12:55 AM. This flight had a one-hour layover. When we arrived in Phoenix, the flight to Miami had already been cancelled. At that point, we had to pick up our suitcases and accept vouchers for $12 per person to enjoy the delicious food in the airport with almost all restaurants already closed. Can you imagine our horror? No, its not over yet. The story goes on. There were no direct flights to Miami only those with more connections. Our only option was Phoenix-Dallas-Miami Flight AA 560 at 10:15 AM and finally Flight AA1425 Dallas-Miami departing at 4:30 PM to arrive in Miami at 8:10 PM (including the three hour difference 11:10 PM). 39 hours later.

Needless to say, my client and his family missed their connecting flight to Venezuela. Since it was my invitation, I paid the $100 per person penalty on a Venezuelan airline. Our experience on the returning flight was DISASTROUS! 39 hours of waiting in the airports, terrible food, an awful hotel, and a greasy breakfast. Please tell me. What really happened? Three cancellations in one day is unheard of, or is this a new American Airline Trend. I choose American Airlines as my preferred airline but this terrible experience left me completely let-down and embarrassed in front of my clients.

Lack of information. Absolutely no help from the staff to rebook flights at the SFA counter. No empathy toward the customers standing in line for hours. We are not ANIMALS. We think and demand information to make our own decisions. To the persons reading this letter, imagine yourselves in our position: Dealing with airport security in San Francisco, Phoenix, and Dallas. Sitting in airports for hours San Francisco, Phoenix, and Dallas. Carrying suitcases in San Francisco, Phoenix, and Miami.Airport food in each of the aforementioned airports. 39 hours bouncing around. Did I ever receive an apology from American Airline? No, not a word. Its been five month and I am still waiting. I ask you now. When can I expect your answers?

I called this number and after speaking with 3 people, finally they told me that you can take a taxi and upload it in our website. I paid 100 dollars for the taxi at that night! I am a student and it was too much for me! Today, I wrote a complaint in their website, and they sent me a 50 dollars voucher! This is my second bad experience with this airline (Last year the luggage of my spouse was lost during his flight from Paris to US). I do not want to flight with American Airline again and I do not need this voucher! I wanted the reimbursement for my payment but they refused to pay me the money. American Airline is the worst airline I have ever seen!

Now, with American Airlines, I am told because my ticket was so cheap, to change the date, I'd have to pay an extra $200 plus the difference in price. The way business go this day with Airline companies, the consumer is the loser in every case. The consumer pays for the ticket to fly plus the insurance in case there is a change; cannot get what he/she wants. I also called Tripmate the insurance company. They told me the same thing. Whoever is flying with American Airlines, if you buy a cheap ticket to not buy any insurance because it does not mean anything if you have to change the date.

Once at the counter we waited for the ticket agent to assist us. After waiting for the agent to assist us we were met with an immediate attitude and rude behavior, she proceeded to check our bags and complete our ticketing process, she informed us that we were 2 minutes (120 seconds late) and that we would have to pay an additional 400.00 dollars and catch a later flight. We told her that we would have been on time if we didn't have to fight with a kiosk and spend so much time standing at the counter waiting for an unresponsive ticket agent. We then asked for her manager which only made her even more difficult to deal with.

When her manager appeared he was rude and could care less. We asked for his corporate customer service phone number and corporate address and he was unable to tell us either and was also unaware where the corporate office was located. We have contacted the customer service department (a task that is difficult to do since they prefer to hide behind email and they contract that service out). Obvious sign of a poorly managed company with bad customer service. Everything about this airline says they don't care about the customer. The one who pays their salaries and keeps them flying. I will never use this airline again. Worst customer service ever. Even the division of motor vehicle has better customer service than American Airlines. I wouldn't recommend this airline to anyone. Buyer beware. Look at the number of complaints this airline gets. That alone should speak volumes about how horrible they are.

When I request to have my bag sent to baggage claim, so I have it overnight for the next day flight, knowing I will not make it through stand-by list, it was also refused. My bag went to Indy airport overnight, not me. Throughout the process, the counter was rude and not helpful at all. Apparently if a customer does not have a premium status, he/she does not deserve the respect the equal quality of service.

This is not the first time I encountered similar issues with AA. Each time, I/my family ended up with extra costs and unpleasant experiences! The airline representatives do not even show willingness and effort to help the customers. Condescending behavior and easy excuses of "rules" and "policy" was disappointing! No more AA!

Later on I found out that my Oncology center was not going to work the Thanksgiving weekend. So I called again to move my departure day. The first time I got a really nasty and rude agent his name "Harry". So I contacted again customer relations so they can put a note in my new record locator. Calling later on to move my departure I had to paid additional 270 dollars plus a fee for the seat. I offered to sent them papers to prove that my cancer diagnosis is real and all that I have to go thru. I was told that the seat fee is not refundable so I have given away to AA $136.00 just on seats fee. I would like somebody from AA could explain to me how an airline could be so heartless. I hope that none of the big CEOs or employees get cancer because if they do they should have shown more compassion.

Since no more flights were going to Louisville, I took one to Lexington, and spent the night. I then rented a car the next day and drove to Louisville. I wanted to be reimbursed $88.52 for Enterprise Car Rental from Lexington to Louisville. The AA employees were not helpful and I felt like I had no support at any time from AA for this major issue. I posted the issue on Twitter as well, and AA was not helpful. I wrote to AA about this issue. Here is part of their first response: "Our records confirm your flight was delayed due to crew issues... it is not our practice to offer accommodations, compensation or reimburse for unexpected expenses. Therefore, I must respectfully decline your request for compensation or reimbursement of any out-of-pocket expenses. I am sorry to disappoint you."

Part of my response: "3 AA employees told me that I could email AA customer service to get reimbursed after I had my receipts: The gate manager, the gate customer services manager, and the AA phone representative. I would like you to reimburse me for the rental car. I am not asking you to reimburse me for the extra overnight stay in Lexington, the extra airport food, the inconvenience, or the 14 hour delay getting to my destination."

Next reply: "It is our policy (and that of most airlines), to not assume financial responsibility for out of pocket expenses after a flight irregularity. Furthermore, there are no federal aviation regulations requiring airlines to compensate passengers when the carrier delays or cancels a flight. This is true regardless of the reason for the delay/cancellation (e.g., weather, mechanical, crew availability, etc.)." Not traveling with them again, telling my friends and family, and all because they wouldn't reimburse me $88 like 3 employees said they would.

The EXTREMELY RUDE ladies like all the American Airlines staff ignored, disrespected us and again gave us airplane tickets knowing we weren't going to make it to Mexico. They gave us tickets from Los Angeles to Guadalajara because Guadalajara is about 3 hours from Leon so we ran to the gate and of course our tickets had no value. We were so upset and dissatisfied we just decided and told them to send us back to Fresno.

To top it all off they sent our luggage to Leon! Wow they couldn't wait for us but they took our luggage! I am disgusted with this that they call an airline. I will NEVER EVER fly with them again and have given the bad reference to all of my friends and family. I am hurt because I did not get to say the last goodbye to my grandmother and what kills me the most is to see my father suffering because he did not get to say goodbye to his mother due to the irresponsible and careless staff of American Airlines. DO NOT FLY WITH THEM PLEASE!

In my own experience, and with talking to employees in the airline industry, a delay of almost seven hours is unheard of. A delay of almost seven hours is more analogous to a cancellation. For a major airline in a major hub to not have another ready and available flight attendant is unheard of. To have not been accommodated on another flight out is unusual.

I originally booked flight 2216 because it was a non-stop flight that would get me to Miami with plenty of time to attend an important meeting I had in Key Largo Sunday at 1:00 PM. Even a delay of a few of hours would have still allowed me enough time to make the meeting. The delay of almost seven hours, the plane not even landing until 2:29 PM, caused me to miss the meeting. Thus creating a trip in vain.

To add to the frustration, the flight attendants working the first class section of flight 2216 were not of the caliber that are usually found in first class. Drinks were not offered before take off nor again at any point after the breakfast trays were picked up. They seemed to only be interested in talking and toying with their phones. I, as well as other passengers, had to get up from our seat and ask for additional drinks. (However, I would like to commend the flight attendants that were working first class on the return flight. Flight 1471 from Miami to Phoenix Wednesday October 26th. They were attentive and accommodating throughout the flight. The crew from flight 2216 could learn much from them.) Because of the overly extended flight "delay", which again, caused me to miss my meeting, as well as the inferior service delivered both by the cabin crew and customer service, I am requesting a refund for our flight.

If our carry on fits your qualifications, and we were boarding group 2, who gives you the right to physically SNATCHED our item from us? I can't believe that happened... having something physically snatched out from your hand. So so rude and disappointing. To make this short, American Airline- I shall never return to any of your flights again if you don't hire and properly train your employees. If good customer service is what you claim on your mission, please deliver it.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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