American Airlines Reviews

Well, the flood gates opened, I had two crying children and another who looked like he was going to combust. I said "excuse me." The other employee standing near to her widened his eyes and stated "you're not letting them board." She did not even reply to her co-worker. The co-worker just walked away and I was left with a bunch kids having a huge meltdown in the middle of the Philadelphia Airport. I told her I had to get on that flight, that all my arrangements had been made as far as transportation and I had meeting at 12:00 pm. Again, no response, just handed me passes for another flight at 9:45 and dismissed me and my children. I then proceeded to the next gate, sat there for another two hours and watched an 80 year old woman trip over a gate and also watched American Airlines Employees fight with the passengers over whether the poor woman fell or tripped.

It was clear that she tripped, she was unresponsive, and had to wait thirty minutes for a paramedic to show up. Ridiculous! Finally, got on the plane and of course they were not my seats that I initially chose on the other flight. They sat my youngest child with me in the last row of seats. They sat my three rows ahead of me next to some guy who I am sure had a mental condition because my boys were SCARED to death because he kept talking to himself and staring at my boys. I was once again ignored by the stewardess. I guess it was because they were too busy having screaming matches with other. The stewardess have such looks of bewilderment on their faces. All of the other airlines I flew on, the stewardess has such pretty smiles and were very nice, not these ladies! They were angry, pissed off at the world, and ready to brawl! I WILL NEVER FLY AMERICAN AIRLINES AGAIN!

While boarding, I began raising my voice to the person on the phone, explaining I thought they were supposed to get me on the next flight. Her unconcerned voice said they would fit me when there was room. One of the flight attendants told me, as I was on the call, to lower my voice or he would kick me off the plane. I was amazed I was being treated like this when it was their mistake that had put me in this position. I had been at the airport all day.

I told him why I was upset. I asked him why I was boarding the plane at all with no connecting flight, no hotel, and would arrive at night. He was amused, smiling, and told me I would have to work it out with reservations. He offered no information, or empathy. He found it funny. When I continued to protest I would be arriving at night with no idea what I was going to do, he snatched my passport out of my hand and demanded I follow him. In front of the other passengers he announced to the pilot I was not allowed to take this flight. I was humiliated and treated like a criminal.

I have flown all over the world, and with many airlines. I had never had this happen before. I repeatedly asked him his name, as I followed him. He refused to tell me. Back at the gate, another attendant took over. I asked for the name of the attendant multiple times, but she refused all. She said she couldn’t possibly find out. She then began working on a new reservation for me, looking at affiliated airlines. I was very dismayed. Why had not the reservationist at the number I called while boarding told me they could have used affiliated airlines? No mention was made of the possibility of using an affiliated airline until this attendant had forced me off the plane.

No one had made any attempt to talk to me about lodging, or possible, alternative methods to get to Rio. When this new attendant offered me a new booking, the new booking would have me come back to the airport at night, on the 24th. I would not arrive in Rio until the 25th. I had a man in Brazil expecting on the morning of the 24th, to give me keys to the condo I had paid 10 days in advance. More importantly, I felt shaken by how I had been treated. My enthusiasm for my vacation was dead. I felt traumatized by my treatment by the attendant, humiliated, and longer felt comfortable using American Airlines.

I requested a supervisor, and waited about 20 minutes for her. She informed me the attendant was suppose to summon her if he believed a passenger needed to be escorted off. She explained it was suppose to be her decision, and he had violated their procedure. She was the first person I dealt with that treated me decently. There was not much to do. The flight had left, I had knots in my stomach, and felt like going home. For the first time, I didn’t feel like flying anymore, particularly on American Airlines. I felt like I had been brutalized. I cancelling my flights, my vacation ruined. My heart was no longer on the vacation. I would not have the opportunity to take my vacation again this year. I began a process of trying to complain to the airline and get my refund.

Today is August 31, and I still have no refund. There isn’t any number to call customer relations there. You must email, which I did. I received an email back, it was received, and a number. I called the number. It was back to reservations who complained it was not their responsibility. I have called several times, and each time was forced to listen to reservationist saying there is no number for customer relations, and why was I calling them. Eventually, I was told the refund would go back to the travel agent through whom I booked the flight.

As of today, the 31st of August, the agent still has nothing. I did receive a call from customer relations about three days ago. I had sent another email that mentioned I still had no refund and was feeling I may have to resort to legal action. He said they were working on the refund, and that it was unlikely the airline could do anything else for me (having ruined my vacation I prepared for months, and used many hours of overtime on) in terms of compensation.

The flight reservations were booked separately as a party of 4 (Record Locator **) and a party of 1 (record locator **). The airline rebooked our flights and separated the parties; all of us were set to fly from DCA to ORD on the same flight but from ORD, 4 of us were rebooked to fly from ORD to CLT and CLT to CUN and our remaining family member (Kelly **) was rebooked to fly from ORD to MIA flight AA1407 and MIA to CUN flight AA2492 and arriving 2.5 hours later than everybody. We didn't want our family member traveling alone to a foreign country and began the process to change her flight to ours. The attendant informed us would need talk to the gate attendant, as they have more information regarding the flights seats and would be able to assist in changing our single family member to travel on the same flights.

After we made it through security we discovered the gate was changed. So we then rushed to the gate to speak with the American Airlines gate attendant, Mr. **, who was very rude, condescending, uncooperative and more concerned about going on his break than helping the customers. Not only would he not check the flights but he told us he was unable to search for the flight that the majority of our family was on because it was not an American Airline flight and that we would need to get in contact with US Airways in order to change our single rider.

I proceeded to call US Airways in hopes to change her itinerary to ours or at the very least to gather more information. The operator on there let us know there were flights available but there would be a charge to change her flight which we then notified her that we'd talk to the gate attendant and that everything was changed out of our control. Unfortunately we were boarding by then so we decided we'd talk to the attendant at ORD. When we arrived to ORD and spoke with the gate attendant we were informed that the flight to from CLT to CUN was full but there were seats available in first class and in order to change Kelly's flight there would be an upcharge.

How upsetting was this news! Our initial flight was delayed not to any fault of our own and we were being treated as if we were at fault. Not one of these attendants offered us a suitable solution for our inconvenience. American Airlines/US Airways inconvenienced us, not the other way around and to require a traveler to pay more to be on a flight with her family which she originally paid to be on is ridiculous. It's one thing if we originally booked our flight with that specify itinerary but to have been delayed and then told we'd still have to pay is VERY unacceptable. We were pushed back at least 5 hours from our originally time to land in Cancun Which to check into your hotel at 11 p.m., and our single rider at 1 a.m. (due to having a different itinerary)! That is missing half a day at our destination.

We were unable to get dinner because we arrived after 10:30 pm, so not only did we pay for this day but we arrived so late we couldn't enjoy what we paid for. If this wasn't insult to injury enough, my brother, Jason **, who we traveled to Cancun to celebrate his birthday was a victim of theft by criminals you call employees! After retrieving his luggage he noticed two of his limited edition Michael Kors watches were stolen from his luggage. The gravest tragedy of all was the theft of a gold necklace which belonged to our recently deceased father. The thieves not only stole his jewelry but had the audacity to place the ripped bag back into his luggage. How appalling! How dare your employees steal from customers! The reason they have a job to begin with!

This was his first birthday since our father passed away and your airline along with your hateful employees tried your very best to ruin it. You failed miserably. We are so disgusting with American not only we will never use you all again we are taking our story to social media and spread the word about how deplorable this airline is. I understand that delays occur but splitting up a family that's traveling out of the country together I do not understand! With this merger that is going on things are getting lost in translation and customers are suffering. Some legs of my flight are American and others are US Airways. There should be seamless transition from leg to leg when traveling on 2 different airlines! I travel frequently and this is my worse travel experience to date.

First they told us that the layover wouldn't be till 3:30 pm, then 6:30pm, then 3:30 again. A flight that should take 4 hours without a layover quickly was turning into a 12 hour flight, and my boyfriend feared he was going to miss work. We were told we would get refund, stood in line to get one with a lot of other angry customers, and then when we got to the front we were told we would not get a refund. Of course we purchased much better tickets, candled our flight, put in for a refund request. I have honestly never been so disgusted with a company in my entire life. US airways, I have no idea how you sleep at night. The plane was also gross and the airline attendants were out of half the stuff on the menu. Do not fly US Airways!!!

Customer service wasn't much more help. Told us to read what on our ticket and it states that they close the gate 10 minutes prior to departure to prevent late comers waiting until the last minute?? So it's our fault that they book flights without enough time to connect to your next flight and just say too bad, maybe you'll get in the next one standby 6 hours later. Rude and unbelievably UN-accommodating! I will never fly with US Airways even if it was for free!! Don't fly US Airways/American ever!!!

As you can imagine, we were very stressed as were several other travelers that were in line behind us and also trying to make the 1:35 flight to Philadelphia. Once through security, we ran like we were in a race, almost dragging our two children behind us. At the gate we approached the agent and were informed that we were seven minutes too late and that she could do nothing for us. At this point there were three other people at the gate along with the four of us that missed the flight. The big kicker is that the flight actually took off five minutes early. It departed at 1:30 instead of 1:35. What a disappointment. My husband asked to speak to a manager. The agent was very rude and said the manager wasn't available. My husband said that he would wait.

The manager Sandy ** eventually made an appearance to "help" us and was extremely rude. The "best" she could do for our family of four (our children are 9 and 11 years old) was schedule us on the 434 flight to PHL which departed 8 hours and 20 minutes later. Or of course we could purchase tickets from another airline at our own expense. Unfortunately taking that flight meant that my husband would be late to work the following day because we did not land until mid-morning. Our original flight, the one we missed, was selected by us because it had us arriving at our home airport at midnight, therefore, allowing my husband to work a full day at his job the following morning but that did not happen. Not to mention the various things that my children and I had scheduled for that day, were completely ruined because we arrived 10 hours later than we were supposed to. Ridiculous.

Last but not least, Sandy **'s "best" that she could do for us, included assigning our children middle seats between strangers on the flight from SFO to PHL. Wow, that just made her complete lack of understanding more apparent. I cannot imagine any parent being okay with their 9 and 11 year old children sitting next to complete strangers on a long flight, especially after being stuck at SFO for an additional 8+ hours. US Airways needs to retrain their employees, particularly the ones in management. They also need to provide an agent like Delta does that helps their travelers get through security in a timely manner when their departure times are quickly approaching.

It was even more upsetting to notice that 3 off-duty flight attendants were sitting in their uniforms in aisle seats while we were stuck in seats that were broken - none of them could recline and the audio jacks didn't work. The movie was the same movie both ways - except the return flight. It was only available in Spanish! Also, my AA Platinum credit card was supposed to give us each one free checked bag, plus early access boarding. However, we still were charged for a checked bag and I spent hours on the phone disputing the charge; and some of us had early access boarding and some didn't.

AA's customer service is deplorable. Southwest Airlines always makes you feel like they will go the extra mile for your comfort, but AA counter reps were intentionally dishonest about only having middle seats available when they clearly should have given us those 3 aisle seats, since we were paying thousands of dollars for this "Vacation package" and the off-duty attendants fly at no charge. Also the counter reps were extremely rude, argumentative and condescending. I am going to tell EVERYONE, and use every possible social media to alert people to avoid flying AA!

I was one of the lucky ones. I got to leave to JFK at 9:15 am on the 20th of Aug but another woman that was flying to Boston like I was was told her flight couldn't leave till 4pm the next day the 20th and she had a small child. The woman asked if they could do something, she had child etc. They said no because it was due to the weather and that no flights at all were leaving or taking off but we could see other flights leaving and landing so it was a bunch of bull crap.

So I asked if they could give me a blanket and something I could put my legs on because I am disabled and can't sit that long so I could make myself more comfortable. I was told no, that they didn't have anything. So here I was in Charlotte in the airport all night sitting up on a chair trying to fall asleep in pain because of my disability and people and children on the airport floor sleeping like rats and cold as hell because they wouldn't even give us a blanket or a pillow to put our heads on.

This is outrageous. I can understand the weather being bad etc. if it was true but even in a case like that they should make accommodations for people who have a disability or passengers with small children. They are very rude and unprofessional and act like it's no big deal, and on top of that after being treated worst than an abandoned dog on the street the next flight I took on the 20th from Charlotte to JFK and the weather was just fine. Arrived late in JFK and I missed my flight to Boston and again had to rebook to Boston on the next flight.

This is beyond ignorant on US airways' part and something needs to be done about this plane and its employees who are unprofessional. I am demanding that someone from US airways gets in touch with me 48 hours from this complaint in order for something to be done about this or I am calling channel 4 in Boston and telling the news what I went through with this airline and that I put in a complaint with ConsumerAffairs. My name is Maria **. Booking or reservation for US Airways was ** from Boston to Orlando and from Orlando to Boston. My phone number is **.

The flight attendants were yelling at me, and I explained what information I wanted to know, and I told them that "You keep telling everyone to Leave the Plane, Where would you like us to go? And when should we come back?" I was totally embarrassed by the flight attendants' actions. I did nothing wrong to deserve this. In order to complain to US Airways/American Airlines you fill out a complaint form online that after you done typing everything, it doesn't get submitted. I and others will never use this airline again. Also before we boarded this flight # 658, 2 other people were telling me that they have been delayed for 2 days with this airline and lost much money in the process. Something has to be done but I don't know where to go.

What surprises me is that almost all the customer service personnel I dealt with during the ordeal, except one in Jacksonville, FL were very disrespectful, mean and behave as if I owe them for the service I have PAID for them to offer. This makes me wonder, whether it is American Airlines, as company, promoting such distasteful customer services. Anyway, I say bye bye, adiós, au revoir, tchau, to such awful airline company.

The plane that we were on was very old and smelled of its age. The seats were uncomfortable, the armrest connection for music and the pitiful movie on the screen that we shared with the 4 rows behind us. Then to top it all off, the flight attendants were VERY rude, not accommodating to us at all and spouted off rude comments when we asked for drink refills. I have many more years ahead of me for traveling and I love to travel. American Airlines/US Airways will be my last choice!!! Might want to look into how well your competitors treat their passengers. You have lost 7 passengers who will never fly with you again!

At 9:30pm they finally tell me that the driver instead of delivering to the closest area first which is what I was originally told (where I was 20 min away) he was in PA and was not due to arrive for another 2hrs. I waited 2.5 hrs and called them again numerous times where no one picked and their voicemail was conveniently full (even though they told me they were open until 3am). I called AA's 800-535-5225 # but they also couldn't get through because they only had the same # and no one was picking up for them either. I kept calling LSL where someone did pick up after 45 min and they hung up on me.

8.5 hrs later after my guaranteed delivery time I finally received my bag DAMAGED. Maybe this was because it was on some truck since this morning driving across multiple states. It is completely UNACCEPTABLE that this is the company that AA associated itself with and they obviously have no care for meeting delivery times or being responsive with accurate information. It's a complete joke. I have gotten packages delivered from abroad in less time. What's worse is their customer service each time telling me "sorry there's nothing they can do" and to go online & fill out some form for Customer Relations or transferring me to a diff #. I fly often especially internationally and I have never had such a bad experience EVER. In the future, I will never fly with AA again.

After landing and seeing all the fire trucks following the plane we exited the plane. All the U.S. Airways representative that was at the door said was "Your flight is cancelled make a line and book a new one for tomorrow (Monday) morning". Not a nice customer service for people getting off the plane who were scared for their lives and now had to sleep in an airport and miss work in the morning. There was no one to go down the line and help customers there were only one desk to help a lot of people. There were no announcements made at all. My husband and I stood in a line while calling US airways to try to get a flight. Once my husband finally got a flight with another airline (United going to Newark not LaGuardia) in the morning he asked what we should do with our bags. Over the phone they told him they were going to reroute our bags to our new flight.

After spending the night at the freezing airport we tried getting our boarding pass as soon as the airport opened again. U.S. Airways didn't send a e-ticket number to United and only had given us a confirmation number. We had to go to U.S. Airways to get that fixed and they still couldn't do it. We went back to United and they were the ones who helped us with our boarding pass. While other passengers from the same flight from the night before told us we should have gotten our bags because they were just at the floor next to the baggage claim all night. There was no one to help us with our bags issue. If they had only made an announcement about getting our bags down stairs it would of been helpful. I called to track our 4 bags that we had checked in and they said that the bags were going to be send to LGA not Newark where we were now going.

My husband called the U.S. Airways again and another representative told him they shouldn't have told him that. We should have picked up our bags. They still have not tracked our 4 bags and there is no one we can call and complain about this horrible flight experience. All we can do is send an email. The worse CUSTOMER SERVICE I EVER EXPERIENCED IN MY LIFE. Not even an apology for risking all the passengers life after they knew there was something wrong with the plane. My husband and I missed work this Monday, spend the night in the airport and went to the wrong airport from where we wanted to go to in the first place. On top of that they still don't know where all our luggage is. With all this in mind the only helpful people in all of this were the people who worked for United. Thanks to them we are home now.

Called and spoke to Angie AA rep from NC 1225 hrs she authorized the interim expenses and mentioned that we would receive the 4 X $200 per passenger $800 in less than 2 weeks of the received of the receipts and information to the address she provided Dallas TX 75216 Interim expense reimbursement which I sent via certified USPS mail (attached) but haven't heard or received any this on the interim expenses nothing as of this date as it's been close to 2 months. Further it got worse when we received the lost bag with the major items missing after the bag was delivered by AA representative John (Nashville contractor by AA) at or around 2130 hrs.

Made the call to the BNA office at 6/29 approximately 1452 hrs w/no one answering at 615-275-3163 to make claim but no one answered 3 times and left a VM then followed up by making a call to Tashika AA baggage rep from NC at around 1552 hrs for 28 minutes but was rude, didn't speak English well and basically didn't know how to follow up. She kept blaming some type of merger between AA’s contractor issues but no help w/ the customer’s frustrations. On 6/30 I received a call from Cindy AA representative from BNA and asked which items were missing which I itemized and gave her the cost at the time of purchased and the approximate cost which she stated that she would log it in and follow up on it. But still haven't heard anything from her either where I provided her my email address nothing yet.

On 7/9 I made a call to 800.866.4010 as I was not receiving so much inconsistent information as well as nothing being followed up, I spoke to Alicia AA representative from DFW where she mentioned to report on the website which I sent in w/ your reply. To summarize I spoke to 8 or more American Airline representative where they all had inconsistent information, no ownership just making excuses. Majority of them never even apologized. Some had very rude attitude. some tried to help but no follow up at all, the email address they provided comes back Out of office and the fax number that my assistance tried to send does not take fax receipts.

The American Airline are the worst on this issues where I sent via certified mail, email, fax and calls it seems that they just want us to forget about it when we spent close to $20K on the international and domestic tickets for our family flying on this trip and they are not taking responsibility of $800 interim expenses as well as the lost items (depreciated) $1,500 from my personal belongings. Where all the documents were sent in they admitted the mistakes but still nothing resolved not even $1 from what we spent.

In an apparent distaste for my response or tone, he then said, "you need to keep the aisles clear." I responded "the aisle is clear and you have been rudely hitting all the people on this flight with your hips and butt since we were on the ground, not once saying excuse me or attempting to walk without assaulting those on this flight." He repeated, "keep the aisle clear, and if you don't like it," I interrupted and said, "if I don't like it what?" He said, "write me up then." I responded, "thanks I will."

I thought it was over but then the other flight attendant came back and asked if I had "assaulted the flight attendant because procedures must be followed. You cannot put your hands on our staff." I am now baffled and argumentative in defense of myself, and said "he hit me and you are asking if I assaulted him? No!" She asked those around me as well, all saying they had been hit/bumped by the rude attendant.

As the flight was landing, he gave me a "cease" warning, which is given for those "intimidating" attendants. I never got up, used threatening gestures, or even swore during this episode. The cease warning says that, in short, if I don't cease, I could be escorted off the plane. However, when he handed it to, he told me I would be escorted off the plane by officers, "stay in your seat and don't move." I responded, "you're serious? You are claiming I assaulted you when you ran into me? Does that make you feel like a powerful man to claim a woman assaulted you on a flight?" He stood over me yelling to which I put my head back in my eBook and waved him off. I wouldn't be provoked to make this situation worse. I couldn't change the situation from here.

The officers came onto the flight after the strangest landing in all my flight time. The pilot during landing came over the speaker saying, "stay in your seats," then during landing literally slammed on the brakes. At the gate, he came out and addressed the flight repeating we must all stay put. I thought this had to do with the officers escorting me off, that it would happen in front of everyone in further attempt to humiliate me. However, he says, "I want to know who turned their device on while still in flight." Everyone just starts looking around at each other. My boss then said, that's probably why he slammed on the brakes that way. All of us thrown forward and then to the side. I don't know how that matter was resolved because I raised my hand as the officers came onto the plane and went off with them.

Once I was off, my boss and a colleague were asked what happened. The plane erupted with stories of how the rude attendant hit, bumped, and spoke to them. All complaining about him, my boss called for the pilot or the other attendant to come back, neither would. Half a dozen people spoke to me in a corner inside the gate. The officers were pleasant as were TSA and the airline official. Half the flight had complained, some giving statements in my defense, so he dropped charges, saying, as was relayed by the officer, "I was argumentative and needed to calm down." So I was humiliated in front of my boss and 100+ passengers because he didn't like my attitude. Well, I'm writing now because I didn't like his. Flight AA3080 Chicago to Pittsburgh (8/21).

I said fine. They then told me that the price I originally had is no longer available. The new price for even less desirable flight times would be about $500 extra per person. This is on top of the $200 apiece transfer fee. I had no choice so I paid the new price. We left Logan airport in Boston on time but the plane had to wait on the runway for 35 minutes before it left. We arrived in Miami to find out there was no gate available for our plane. Again we sat in the plane in the tarmac for close to 35 minutes before they opened up a gate for us to get off. We now had to take a train to a separate part of the airport to get to our departure gate.

Our flight left Miami about an hour late because they shut the airport down for an hour because of lightning. Not their fault. We arrived about 2 hours late in Nassau. No big deal. On the way back home we arrived about 25 minutes late getting into Miami. We then found that our flight will be delayed an hour leaving Miami. Then 1.5 hours. We boarded the plane and had to wait again close to 25 minutes on the tarmac before it took off. We arrived in Boston around 1:00PM. The monitor in the baggage claim area had our Miami flight number and another arriving flight both using Baggage Claim B. Everyone from both flights are waiting for about 30 minutes and getting very restless wondering what is taking them so long.

My wife's suitcase was opened. A large zipper was left unzipped.

I also noticed when I got home that my new iphone 6 was taken from my suitcase. I accidently went in the salt water with it on vacation and it wouldn't turn on afterwards. So it looks like an American airlines employee ended up with my broken iphone 6. I just needed it to try to retrieve my phone list. So, that was our most recent American airlines experience. We have used them before and had reasonable service. They tend to have the later departure flight times I like. But, this experience will make it very difficult for me to get my wife to fly with them again.

After arriving at DFW, we waited at the baggage carousel for 20 minutes and found out our bags had been lost. This cost us precious time catching our next flight. As we were carrying alcohol that was purchased prior to leaving Cancun, they made us check it for the connecting flight. It too, got lost. When we were doing this, the attendant says, "You need to run to your connection to catch your flight, you only have 40 minutes." I have a heart problem at the grand old age of 64. We had to run from terminal D to terminal B on the opposite end of DFW. They promptly declined to ask the connecting flight to hold up until we got there. We ran out of the airport and back in to get to the terminal in order to get to the gate we had to get to, B-33. We were soaking wet when we got there, but the plane was still at the gate.

We asked the attendant to please let us get on the plane, but she said, "Sorry, you are too late," then turned and walked away. So did 2 others at that terminal. It sat there another ten minutes before we decided to leave and hunt for a car to get us home. $275 later for a one-way Dollar Rent A Car, we arrived at our home at 2:00AM in the morning. Here it is at 2 in the afternoon and they still don't know where our bags are. They told us they were in Killeen this morning, so we drove the 45 miles over there to pick them up. You guessed it; we were told they are still in Mexico. I tried to get reimbursed for our flight from Killeen. He says, "I can't help you, you booked through Expedia." I reminded him Expedia did not lose our bags and they were paid for that flight, and I want my money back.

The only additional thing I can say for AA is that they have a million miles to go before they can even become second rate. They are the bottom of the barrel. It's too bad, they used to respect the people who paid their bills, and now we are just so many cattle. Good luck brothers and sisters, just be sure you exhaust all other possibilities prior to considering using this joke of an airline. Be prepared and don't have someone plan to meet you on time.

They give her another flight for Friday, August 21 at 7:00 am. This morning at the counter inform her that she is not on that flight and it was a mistake of the airline. Now they put her at the flight from 2:00 pm - again all day at the airport with the puppies. I called at least 5 times to customer service in Spanish and English -speaking with several supervisors and increasingly they were more rude. The worse was a guy name Brent ** - spoke to me in a way! Too much disrespectful telling me that my sister was an adult and she complaint for herself. I paid for ticket. It is my sister and my puppies so it is my concern etc. Very bad... Never again in my life I will to travel by this airline and not advise anyone to do so. THE QUESTION IS THAT WE CAN DO IN RESPECT OF THESE ABUSES?

So it's their fault. Things happen, and where company keep its face - is how they fix things. Yes, I end up been late for a business meeting, but they did a great job taking care of me. Instead of leaving me sleeping in the airport on the floor.

Original Review: Aug. 21, 2015

This stupid company sent my plane to wrong city. It's supposed to be 1 straight flight and I had to do switch planes. They delay my flight for 4 hours and never even sent me a ** sms saying flight will delay and I spent all this time in the airport. Add them in blacklist and never buy from them.

Our second trip - We flew out on August 18th from TPA to DCA with the same ticket issues as above. This time we asked a rep that was walking around which line to go to and had been told US Air to only find out it was American. From DCA to LGA no real issues. Then coming home from LGA to CLT we had a 325 pm flight.. They boarded us and kept us on the Runway for 2 hours - first it was a traffic pattern issues, then it was a weather issue, then they had too many planes on the ground in CLT so they closed CLT so after two hours they sent us back to the gate to refuel and told us we could get off but asked that we didn't because they expected us to leave shortly.. After waiting 45 minutes on the plane we chose to get off and see if we could catch a different flight. Not being able to do so an hour later the flight still hadn't left and was delayed indefinitely according to the gate representatives and they deplaned all the passengers.

The representatives at the gates were so rude and impatient with the passengers it was unreal. Even a manager from US AIR came over and he was just as rude and had no patience.. At one point he said to one of the passengers, "If you don't like don't fly US Air." They sent everyone to a separate ticket counter to rebook or find different flights out or you could wait to see if they were going to let you leave on the "indefinitely delayed" flight. Finally 5.5 hours later we left.. To arrive in CLT and of course miss the connecting flight home to Tampa. I think we arrived around 1130 in CLT. Lines like you couldn't believe and there had only been three representatives to help passengers. The wait too on customer service phone lines was well over an hour. Then we get an email saying they automatically booked us on the 745 AM flight from CLT TPA the next morning..

Now there are no hotels with vacancies, no rental cars, the taxi cabs had been backed up 2 plus hours. So since we had the early flight we said we would just sleep in the airport. By this time is was 1 AM. We go to print out the new boarding passes and the kiosk says they can't find us. So, we get on a very long line to talk to a ticket agent. We are four people away from being next and there is a women with a very young child in front of us and the arrogant, rude, obnoxious man behind the counter says after the customer he is dealing with he is closing and the ticket counter will re open at 330 AM - Are you kidding me!!! The women if front of us starts getting upset and the people in front of her let her go and starting arguing with the ticket agent that he had to help her and he is arguing back and forth saying "No I don't, I should have gone home hours ago and I am closing.." DISGUSTING!

There are people in the airport sleeping on the floor, women, young children with bottles, it was horrible. Then, I ask if they have blankets or pillows and the representative from the Airport says "We do but they are on the other side of TSA - which is closed and you can only get over there if you have a boarding pass." Really, you have women and children sleeping on the floor and no one can bring cots, pillows and blankets?? Plus you can't even print your boarding passes to get on the other side of TSA, which is now closed. I have never seen anything like this in my life.

So, after holding for an hour and half I finally get a nice representatives on the phone Victoria who was very helpful and she informs me the reason we can't print out the boarding passes for our 745 AM flight is because they cancelled the flight, never told us and rebooked us on a 730AM direct flight from LGA to TPA. Hello, you just flew us to CLT so how are we suppose to get to LGA to be on a flight in the morning to get to TPA. After all that she finally gets us booked on a 1:05 flight form CLT to TPA for August 20th. That took almost three hours between getting through to them and finishing the process. It's now after 3 am and we find a hotel 20 miles away, catch a cab and are back at the airport for 11am so we can get through TSA with no issues and board our flight.

We arrive, flight is on time, we go through TSA, flight is on time, we get to the gate to board, flight is on time, we are ready to board and they come on and tell us all that flight is delayed. Why, because they have NO CREW! Are you kidding me..! The plane has been sitting out there for over an hour and you wait to very last minute to tell everyone you have no crew? Did you forget that the plane had to be flown?? So we are now given a departure time of 215, then 245 then 315, then 400 then 430 - we boarded shortly after 5pm. The ticket agents (all but one) had been so rude just like all the other ones. They had been transferring people on to another flight that was leaving for Tampa, they offered it to us at 230 and the flight was leaving at 242 and said "How fast can you run.." Nice customer service..

We didn't take it and then a few minutes later a woman who was really irate asked if there was another flight she could get on anywhere in FL and there was in Orlando but the ticket agents wouldn't do the change and told her she would have to a ticket counter whose line was over a mile long and she would have never made the flight. They CHOSE not to help this woman when they had helped others before her do the same thing. The airline is a mess and the company is horrible.. The employees have no idea what is going on and they could care less.

The TSA worker that was on when we came through asked how we were doing because he had seen us earlier and we told him briefly what had happen and he said to us US Air/American could care less about their passengers, it's the worst he has ever seen in all his years. My advice to you is avoid them at all cost - Fly anyone but US Air/American - No matter what the cost is..

When got the the gate at 6:50am, our original flight that was supposed to depart at 6:40am was still there because it got delayed to 7:30am. The gate attendant told us that our seats was given to other people. We took a deep breath and proceeded to another gate because our new ticket had the wrong gate number for the next flight. We boarded at 8:00am and we sat in the airplane for 2 1/2 hours because they didn't have a pilot. Once we landed at 12:10pm in Charlotte, NC, we had already missed our 11:45am connection to Providence, RI. So we missed our flight and we didn't tickets (because the supervisor refused to give us) and we didn't know where to go. When we finally found customer service which was like 1/2 mile walk, they didn't have any flights available for us to leave. They gave us a stand by flight at 4:25pm.

At 4pm they start boarding on gate C4, they called our names, and my husband made a sigh comment "thank God!" The gate attendants didn't like his comment. Gil ordered Junior (these were their names) to remove us from the list and told us to go back to customer service. At this point, we were getting upset for the way they were treating us. Junior asked my husband to "shut up, I'm not talking to you," and to "get off my face." We then proceeded to customer service again and all they did was to apologize and gave us another flight on standby again at 8:45pm. We contacted the 1-800# and were told that they had seats available for 10:04pm. We then proceeded to customer service and requested those seats but we still wanted to be on standby for the 8:35pm flight. The 8:35pm flight then was delayed to 8:50pm. Boarding time starts and our name was not on the list.

We ended up taking the 10:04pm flight and landed and 11:58pm, 12 hrs from my original arrival time, my luggage arrived at 11:35am in Providence, the time that I was supposed to arrive, and $80 spent on lunch and dinner at the airport, tired, exhausted, humiliated and discriminated. Do not waste your time writing them. You will be limited to amount of wording I did and I requested a call back. They responded by blaming me for been late and for separating from my luggage. They also stated that their staff are properly trained. Just stay away from this airline that is now own by American Airlines.

When the flight finally landed in Miami, we sat on the tarmac for about 30 minutes because American had screwed up the gate scheduling. There were long lines through Customs and by the time we picked up and re-checked the luggage, the flight to Phoenix had taken off and we were left behind. Then we got into the long line of other American fliers who had also been left behind to try to get home to Phoenix some other way. All other options were already booked full; even the flight to Phoenix at 7:00 AM the next morning. The only thing that made the morning flight was our luggage. We were able to book a flight for 8:00 PM the next night.

We ended up getting a room to sleep and recover from the day's stressful results. We had to check out of the room and go back to the Miami Airport to wait for our flight at 8:00 PM. Another 8 hours in the airport. The flight from Miami to Phoenix finally took off late after 8:30 PM (late like all the other American flights we took on our vacation). On arriving in Phoenix, we made the long trek to the baggage area and had to locate the American lost baggage area and stand in another line for another hour to try to locate our luggage for the final stage of our trip home to Tucson.

They found one of our three bags in their room. We finally found the other 2 bags out next to the carousel where they were put in the morning. We have now had to spend an additional 2 hours rounding up our luggage. It is about 12:00 (3:00 AM Miami time) and we still have 100 miles to drive to Tucson. I am 69 and my wife is 67. We are ABSOLUTELY EXHAUSTED. The American Airline screw-ups ended up costing us over 24 hours in delays and over $250 in extra expenses for lodging, food and other transportation. No more American Airlines for us.

All hell broke loose trying to fly back. My flight was supposed to arrive back at 7:30 am. Checking in was met with a huge amount of disrespect by the US Airways staff. They were extremely rude to say the least. Once on the plane another delay took place due to mechanical issues which is not comforting in its own regard. Then the delay turned into a complete cancellation because the plane needed a replacement part which they didn't have. I was forced to have to catch a flight the next day and miss a whole day of work, pay for another hotel room, and get met by a completely rude woman in baggage claim who wouldn't stop complaining about her job. I just wanted my bag back. Now I'm back at the airport trying to get on this rescheduled flight being greeted by a completely rude staff member of US Airways. I will never ever fly on US Airways again!!!

We were then informed about the scheduling error. We asked the young lady at the counter for any flights to National, BWI or Dulles. She told us no thus we schedule a flight to Richmond. We asked for a supervisor and Kaisy ** was extremely rude refusing to help us at all. It is clear that the FAA is responsible for the flight troubles but the fact that Kaisy ** was so unbelievably indifferent was shocking. She was giggling and mumbling under her breathe. I was in total awe. After we agreed on Richmond I ran into a teacher friend of mine who was in line 3 to 4 people behind me. She told me that she was scheduled to fly into Dulles on August 16th and they received a pink coupon for a discount hotel.

Again, shocking that the lady who assisted me and the supervisor did not offer this flight. We then went to the young lady helping my teacher friend and she got us on the flight to Dulles though she did not inform me the flight was with United thus when I tried to get my boarding pass I was a bit panicked to see that I did not have a reservation. A little empathy and less attitude would have made a bad situation a little better. If US Airways gives people like Kaisy ** promotions we are all in trouble. I would rather walk than fly with this airline again.

Then, we got to the baggage and they charged another $100 for two bags, $272 extra and we haven't left the gate yet. They charge you one price to fly and the extra costs is MORE than the airline tickets. That's my problem with flying nowadays is that we've allowed these extra costs to happen so they get away with charging us almost $300 MORE... just to fly.

Okay. Now. The bigger seat... I have a 12 percent body fat count so I'm not fat whatsoever. When we got to my so called bigger seat, the sides of the seats were squeezing into my pelvic bones to the point that I felt "stuck" in place. There was 0 wiggle room. My knees were stuck in the row in front of me to the point that my feet could not touch the ground without some sort of warping my body to make it work. I told the lady that I paid for a bigger seat and this is just not working for me. She informed me that the airline was OVERSOLD and there were no other seats.

Then, my claustrophobia started to kick in BEFORE we even left the gate. I had a semi-panic attack due to being forced into a small seat. The row in front of you is forcing your knees into a very uncomfortable situation and then, it's 106 degrees outside and very hot inside the plane. I quickly made an exit. I got off that plane as soon as I could. I was NOT about to fly for 4 hours in that position. My doctor had stated that I had a semi-panic attack due to a lack of testosterone. My T count was at 128 (normal is 700-800). The airlines quickly said they were non-refundable seats even though it was oversold and the next two people in line quickly took our spots. The hotel charged us $299 cancellation fee. The plane charged us $548.40. Baggage Fee $100. Upgrade Fee $64. The parking $22 for the half day. The play tickets $96. The concert tickets $612. Yeah... I spent my vacation at home this year! Never again.

On our 2nd visit en route to NY we called into the lost baggage department - more joy. They have a little cupboard they keep things in for 8 days, but only have info on the computer for 3?? What’s the point? Further info was given very matter of fact - no empathy with the situation my son was in. If it was found somewhere it would be sent to Dallas, then onto a warehouse and sold... It has his name and address in - obviously too much trouble to have a quick look to resolve an issue.

During our trip and 3 visits Philadelphia, there was only 1 person I can say wasn’t rude, arrogant or aggressive. I questioned one of the staff about a time change I’d spotted on the board. I was hand gestured away, stating "I haven’t got a computer strapped to my chest." I was speechless. This was my 3 children’s first visit to the USA and thanks to the US Airways staff, lack of organization, and obviously more importantly total lack of security - I would say it’s the last.

I’ve not quite finished... The flight crew on our final flight from Philadelphia to Manchester were the worst I have ever come across. 1 was chewing gum like her life depended on it - put a lunch tray in the trash whilst the guy went to the toilet. Spoke to people abrupt and rude. 2 guy with dreadlocks looked a friendly chap but only to fellow crew members - when he spoke to the passengers it was like a snarl. I’ve never known anything like it. Joe the older steward seemed ok. The rest shouldn’t be serving people if they have no manners. Sorry if I’ve gone on bit but I am so angry about the whole situation.

I said, "There is no reason to talk to me like that or anyone else for that matter!" She said and I quote, "I WILL TALK TO YOU ANY WAY I WANT AND IF YOU DON'T LIKE IT I WILL HAVE YOU ARRESTED UNDER FAA LAW!!!" At this point she was standing over me yelling and pointing her finger in my face. It got so bad the first class attendant and one other attendant had to push her away from me and hollered at her to go to the rear of the plane and to leave me alone!

I was more than shocked. I have never been treated with such disrespect! At this time the first class attendant came to us and apologized for the way we were treated. As we waited for the gates to open almost every passenger in first class told me they were sorry for how treated and said they can't believe the way she spoke to me and treated me. They said she called me a three year old so she treated me like one. Your whole first class cabin saw this unprofessional display!

The only way you can tell them what happened is an email!! You cannot speak with customer service!!I Do not understand a large company that deals with the public and you cannot call them. You can only log a complaint via their complaint form that limits you to one or two paragraphs!! If first class is like this, what is coach like??? BAD, BAD EXPERIENCE!!!

Then the disappointment: the next free ticket is in 2 days. And you would not pay for hotel because suddenly the cancellation is weather-related, not at all due to the engine problems experienced earlier. Trying to speak to a human being face to face was impossible. The queue went across most of the terminal building (and took about 2 hours, according to people in it). Look at the picture. Can you see customer service in the far distance? That is as close as you can get to customer service. :-( So I booked my own flight, but then I had to organise my luggage (which you lost), and I still had to fight with you not to cancel the remainder of my ticket. 4 times on the phone for 20 minutes -- and I got 4 different answers.

Back home, I am trying to sort the financial fallout, but even that proves difficult. Your complaint form is the worst I have used in a long time, and it is much too short for my complaint. I ask for the cost of the flight I had to book, or at least a refund for the cancelled flight -- and you refuse both. Why do you have conditions of carriage that define refunds for involuntary cancellations, if you do not follow them? The refund is my right, so you may just as well give it to me speedily and without further aggravation. In summary every single encounter with you has been an infuriating disappointment, with the exceptions of the soft drinks from the on board service -- they were ok. But once things go wrong, you make sure that they stay wrong.

Being a 15 year old child who had never flown alone before, she had no idea what that meant. She'd only ever flown twice before in her life, accompanied by an adult (me). When she asked repeatedly what they meant, but their employees were too busy brushing her off and ordering her to go sit down to bother answering her simple question. HER BAG WAS TAKEN FROM HER WITHOUT HER INFORMED CONSENT! When she called me from her seat, crying, I told her to go get her computer out immediately. However, when she asked the flight attendant if she could get her computer out of her bag, she was told that the door was closed and it was too late, GO SIT DOWN. This while the door was open and she was looking at her bag.

I have already sent in two online complaints, to which Kristina **, Customer Relations, replied "certain items in checked luggage are not covered under [our] Conditions of Carriage. We do not accept responsibility..." blah, blah, blah. "American does not accept these items in or as checked baggage and assumes no responsibility or liability for such items, regardless of whether American knew or should have known of the presence of such items in checked or transferred baggage." How about when you take a bag away from a 15 year old without telling her what you are about to do with it??? I intend to file suit against American Airlines for bullying my daughter and destroying her Mac, and it goes without saying that I will never fly with American Airlines again! By the way, I fly with work every single week, so American just lost the chance at a VERY FREQUENT FLIER!

I realize the delay was caused by the weather, BUT considering it was the airline that "forgot" to cancel our flight until all others had been cancelled, causing all other departures to be fully booked, I would have expected some type of compensation since the additional delay of our departure was so significant. Not only did we miss several events because we were not able to return home on time, we were also out the expense of hotel rooms, meals, and transportation while in Jacksonville... just waiting to finally be able to return home. I would think the airline in a sign of good faith would at least have the decency to throw some free flight vouchers our way. At this point as it stands nothing has been offered. This will be posted as a review on every site I can find so others will be aware of the customer service to be expected.

After waiting in line to check in on the machine, the machine did not accept my luggage check in. I explained to American Airlines employees and they told me that I had to make the luggage check in line. I had to make a line to check in 1 bag, there were 50 to 60 people in front of me. It took 1 hour and 40 minutes to check in the bag. Your employees came by the line telling people that if you missed your flight due to the long wait to check the luggage in and that they would put us on the next fight.

We missed our flight, like many other people in that line. When I check my luggage in, the lady in the counter said that we were on stand by for a three something PM flight. My original flight was departing at 7:05 AM. I told her that the employees had mislead us telling us that we would go on the next flight. I asked to speak to a supervisor. I spend another 30 to 40 min in line to speak to a customer service person by the name of Vladimir ** who was rude & could not help me.

I then finally talked to a speak to supervisor. He pointed at a lady that had been called for other customers that had been complaining. I waited my turn and told her the story. Her name was Olga **, she was even worse and ruder than Vladimir. I got upset, asked for a refund since most likely I would miss the wedding since there was no guarantee that I could make it to Baltimore today. Vladimir told me that Expedia had to do that. I had already talked to Expedia while I waited in line to talk to customer service. Expedia tried to get me on a flight and then tried to get me the refund. Expedia had told me that American Airlines had to give me the refund. Finally Vladimir gave me a refund yet for only the tickets to Baltimore.

He said that Expedia had made 2 tickets so they could not refund the airfare from Baltimore back to Miami on August 10. The other tickets were from US Airways which you operate. When he came back from the US Airway counter he said that it was 2 different tickets and they were not but as a round trip so they could not do a complete refund.Why did Expedia do that? I have no idea since I booked round trip tickets. So, now the nightmare will continue trying to get a refund from Expedia.

Yet, it gets worse. Even though I was on standby they claim that they send my luggage to Baltimore. They send me to luggage claim and luggage claim tells me that they have not cancelled the 3 PM flight. They made me go back up to the customer service area to tell them what to do. When I get to the customer service I finally find ** because ** wasn't there anymore. She tells me that luggage claims has no idea what they are doing and to go back to see them. The luggage department tells me that they finally put it in.

Now they tell me that they can not get my luggage until the next day, so I can not get another flight with another airline since I will not have my luggage. I missed my niece wedding. The luggage did arrive at my house that night around 7PM. American Airlines ruined what was suppose to be a great family experience. This is inexcusable. What a nightmare. I would like for you to take care of this problem and give me a full refund.

I have to tell you coming back to Miami on Monday afternoon, we circled for 30 min over the Bahamas instead of landing in Fort Lauderdale or West Palm Beach. But nevertheless, your pilot decided to land in Santo Domingo, and after the storm, instead of coming back to their original destination, and picking up your favorite Black Haitian Passengers, they decided to load the flight with the passengers which were not predicted in the Dominican Republic and Fly back to MIA. I am very sorry Mr **, but it is very clear what is going on here. Now during all of this mess, your staff failed to provide us with the service promised by your company when purchasing your paid in advance tickets, "but does not mean it is a racial thing going on".

You claim the airport terminal is not really the responsibility of your company, but it does not bother you to operate under certain conditions, as again, who is working for you at the terminal, and who are your passengers? Oops sorry I forgot. The Black Haitians. So let's just forget for a minute about the roaches crawling all over the American Airlines terminals in PAP. We have pictures of these Roaches running all over the place. Some are already on Twitter, and most awkward thing is that no other Airline is at that terminal but American Airlines.

Mr **, with all of this said, today I will tell you one thing, you are right for one thing - you will find a way to provide us a better service and more respectful than the shameful service you are providing to us Haitians. You will follow up with me on a full refund, in order to prevent me from going fully viral with our exchange of emails and pictures of your American Airlines Terminal poor conditions, whether for Black Haitian workers or passengers. For the time being, I usually travel, as you can see on my account, every two weeks. I will stop traveling with this airline until we come to better terms.

Issues: Customer Care gave me wrong information that flight from Philly to Pittsburgh is cancelled. She also did not arrange for accommodation given the reason that I am travelling with an infant. She also asked me to go to airport to cancel my reservation for refund. She also declined to give a flight voucher instead of refund.

I took a cab from Newark to Philly hoping to fly or at the worst case, drive from Philly by renting a car. I came and waited in the line at US Airways counter on level 1 for almost 30 minutes with my wife and infant daughter with no person willing to talk to me on reservation thing. There was only 1 line. It was 7.55 PM. Then there was a new lady (Lyndice **, US Airways Ticketing Employee) who opened the counter. She called the person right behind me and that person without courtesy cut the line and went to her. Please note that though I was in line there for 30 minutes, and I was still waiting courteously without complaints, she called the person behind me. There was only 1 line (queue). Then the other employee who was serving the person just in front of me just left. I was shocked at the way they behaved.

Then I spoke to Lyndice on why she would not call me. She said "I do not want to speak to you." I was frustrated by this experience and asked her "what is the reason?" She said she do not want to talk to me. People behind me said she hates me for no reason. It looked to me like a clear racial discrimination. I am of Asian/Indian origin. And she looked like **. I really do not understand why would someone discriminate. The person she called who was behind me was a ** gentleman. I was polite and courteous and with family and spoke nicely.

Really bad experience. First time experience in my whole life. Been in US for 3 years and I enjoy the way people treat others irrespective of races. I eventually drove all the way from Philly to Pittsburgh and would never ever fly by US Airways. If I took any other airlines, I would not have landed in trouble like this for no reasons. I have called US Airways to cancel. I have also made online request. Still it shows it takes 7 days to cancel. I need vouchers as compensation for the whole bad experience. Just refunding my ticket price would not be enough to compensate such bad behavior from an employee. After all I am a well-mannered customer. Even if some customer is angry/irated this is not the way an airline employee should treat a customer.

Now I called back again 8/10/15 and advised the representative of the situation then and she assured me she found my information and she apologises that her supervisor approved the voucher and will sent it to me right away. I waited half day, still nothing. I call back. Now they don't see anything. This is a mess all because they cancelled the flight for overbooking issues due to the merger. This is crazy and I still haven't gotten the voucher and would like to fly this week so basically I'm screwed and US Airways/American Airlines lied to me on recorded line. I am trying get lawyer and sue them for the pain and issues this caused and for lying to customers.

The connecting flight on 8/8/15 from BUFF to GSP, should have left about 7:30, was delayed till 11 PM. They gave an excuse that that was some plane delay for the flight to leave to Pensacola, FL and then the plane had to come back to Regan Washington Airport and then we would be able to leave to GSP. The plane left after 8. By about 9 PM, the flight time changed to 12:15 AM. Everyone was asking to see if could be transferred to another airline since we all doubted it would be leave at 12:15 AM. They refused and said that only they would be able to do anything if the flight was cancelled.

Everyone asked about hotel accommodations/etc. since some of us, including myself had 3 small children, but they refused. They basically kept us hostage till 11 PM when the flight display said cancelled. Everyone was angry since we asked them repeatedly that it would have been impossible for the flight to leave that late. Also all flights near the final destination were no longer available... How foolish are they to assume all would be well and have no contingency for all the paying customers?

One of the worst part is this so called merger with AA/US airways. Only a few terminals were AA. So there was a long line. I was the second person and it just took forever to get anything done - at least 30+ minutes. The woman initially told me to call a number and that's all they could do. This would leave me high and dry When I and everyone else got very vocal since this was not the way to deal with customers. Then they got all of us connecting flights on Delta for the morning, since they could not accommodate a cancelled flight at ALL on AA/Us Airways. We had to get a hotel and then it was time to get our bags again, since they would not be transferred to Delta. WE ALL HAD TO PAY FOR OUR BAGS AGAIN.

The bag personnel were a bunch of bumbling idiots. They did not have the bags on a carousel -- why was this not conveyed when the flight was cancelled? When we went downstairs they said they would be out shortly. A bunch of us asked multiple people what they do when this happens and they did not know how to deal with it. After an irate customer was more aggressive a senior bag personnel asked for our baggage claim receipts and then another 20 minutes later our stuff started to come it. Note the hotel shuttle would be stopping in 20 minutes. Just to get our bags took about 30+ minutes. This is not acceptable. Some of the passengers were crying about all this nonsense.

The next day, 8/9/15, when I went to Delta terminal, they would not accept the AA tickets. The rude ticket agent wanted me to go back to AA and fix it. Another agent informed her the 9 AM flight was a good option, but she would not hear it. I implored her to just call them, since I had 3 children and she refused again. Other passengers who were with me last night were here. Four of them were online at the same time I was talking to this unkind/inhumane woman. All of these people were able to get thru and also were also ALL WHITE. I pointed this out that they were all from the same flight and how are they able to get thru and she did not care.

It clearly showed here that they were all white and not being white she was making me jump thru hoops, like a pet/animal. Angrily, I had to go back to AA and get the manager there to check the tickets which were fine but the delay is dealing with both these people cost us our earlier 8 AM flight and now it was for 9 AM. The AA lady, the saintly Lillian, had to tell the Delta ogre that the tickets were fine 2-3 times before she agreed. All the while I was in tow with my 3 children. The initial Delta personnel I truly believe is RACIST and should be dealt with sternly -- suspension/fined/fired. Finally got to Atlanta at about 11 and then just drove back to GSP since the connecting slightly would have arrived at about 5 PM and traveling time around have been for 27 hours since I first went to the Buff terminal. My kids were exhausted as was I.

I would appreciate any disciplinary actions on the personnel/training in human interactions/behavior training/compassion/customer care and being prepared for these scenarios. Spending $2000 and being treated like a second class citizen is not what I expected -- this is old South Africa and I though apartheid is DEAD!! Also I'm a physician and we are taught the values of compassion/caring for others/going above and beyond the call of duty and most of the personnel at AA/Delta did not exhibit those qualities. They need to be reminded sternly the cost of their actions/inactions.

Apparently there are two individuals on plane that need "assistance". Takes wheelchair - 45 minutes to arrive, seriously. Now pilot and co-pilot time out. Can't find another crew, flight canceled. It's close to 11:00 pm. Tell us to go to another gate area to get vouchers for meals and hotel. Seriously, what do you want me to eat at 11:00 pm? Chips and soda from the newsstand? Restaurants are closed. At least 200+ people in line from other cancelled AA flights as well. Decide to get out of line and find our own hotel. Find last room at a Hyatt. So late the shuttles stop running so need to spend $ on taxi. Flight rescheduled for 6:00 am and AA tells us to come back to same gate in the morning by 5:00 am. Had less than 4 hours sleep, arrive at gate. Surprise… Gate change. 5:00 am, another gate change. Mind you all these gate changes are across the airport.

Boarding and in seats by 6:00 am. Captain now tells us for legal reasons, they can't fly yet since co-pilot is not around. Seriously, how hard is it to get a full crew at 6:00 am!! Finally pull out of space at 7:00 am. Nothing like a 21 hour flight after a nice vacation. There goes my vacation zen. Airplanes are old, broken seats, no entertainment except for overhead NBC re-runs and of course nice hard seats. Paid for extra leg room. What a joke, not really extra leg room. Since there are limited options for airlines, we will try everything possible to avoid AA, especially through Miami. Granted you cannot control the weather but the total chaos in Customs and Immigration when trying to process 2,000+ passengers was a joke. Rude, rude staff. People are nervous and confused especially international passengers. AA's lack of empathy is pathetic. Goodbye AA...

It is much better, easier now to just choose another airline. American and US AIRWAYS forget who and what made them what they are today. Businesses pay for most of the travel in this country and if the business traveler does not get some special treatment, the business will find an airline that they can get something from. I live in Phoenix and had some loyalty to AMERICA WEST, then US AIRWAYS, now AMERICAN AIRLINES, but I cannot justify it anymore. There is no reciprocal loyalty. NO MORE. It does not benefit me, the business, or the families anymore. The airline does not care if we stay or go, so we will go and try and take as many friends and family and business partners with me. I have expressed my concern and my issues before with no response, so I highly doubt I will get one now. I will advocate my corporation redirect travel to other airlines.

We got to Miami on time, with no delays. The plane was actually very nice. Our flight was 30 minutes after our arrival, so we were rushing to get to the gate. We took a quick stop to look at the flight board and saw that it was delayed 2 hours. No big deal, we got some lunch and waited by the gate (D60). Long story short, our plane was delayed... 7 times. One time we actually walked out on the tarmac about to get on the plane, then they sent us back in. This was actually quoted multiple times as "the flight from hell." It was cancelled around 9 PM.

We all got in the longest line of our lives to reschedule a flight. I was in the back of the line, and as soon as we were about to book our flight home, a man came rushing up to inform us they added another flight that morning. The next day we came back and filled out immigration sheets and all of that. The peculiar part?? We had NEVER done that the day before, even when going out on the tarmac. They lied to us for a whole entire day, getting our hopes up. American Airlines, you could've had lots of business, but we figured out your true colors.

Now I realized they were just getting information to interrupt the flight. My mom dropped off my daughter at the airport. They said goodbye. Hours later she got a call that the flight was full and the employee could not go. They told my mother they would change my daughter's flight for Friday the 7th and they would assign her a flight attendant for $150 and the flight change for $124 if she does not make it to that flight they will have to charge her more. They did not give her any choices of whether they can assign someone to her on this flight because she had her ticket.

I tried calling & was told that it does not matter what. I said I still need to pay these fees. I asked to speak to a manager. I was told that I was just going to be on hold for 15 minutes so I can hear the same thing. I know you are a big company but your customer service sucks!!! They were rude at the airport with my mom, over the phone with me and they were rushing us like they had better things to do. I have to say I will try any other airline but yours from now on.

This is the first and LAST time I fly this very unhelpful airline! I thought I would give it a try. I thought wrong. I travel all the time because of work and family being in another country. This has never happened in my 26 years of flying with other carriers! When I finally found the customer service counter the woman was much nicer but not apologetic at all. Because of their mistake I am missing my father's surgery and he will be going under alone now. Thank you United for ruining my year! But let me guess...You don't care. Don't fly with them people! DELTA to Wilmington via Charlotte is much much better.

Gate changed 6 times in the 1.5 hours I was at the airport. Flight delayed 43 minutes because of "lack of staffing." (I've NEVER not been delayed on AA.) Old/Outdated aircraft (All AA planes are like this; no seat-back entertainment, only overhead). Seats are as hard as a rock (This one especially is what makes Delta & United better). Wi-Fi Access was "unavailable" during flight (even though the plane DID have wi-fi). The lavatories were "out of service." They were out of almost all drinks. The inflight entertainment (if you even want to call it that), was "INOP" (inoperable). And now the worst part of all: RUDE FLIGHT ATTENDANTS.

Let me explain. There was 6 flight attendants on board the 737 (usually there's only 3). They were "flight attendants in training." But they had ABSOLUTELY NO IDEA WHAT THEY WERE DOING, they just stood in the aisle the entire time. The real flight attendant in economy refused some people water because they were too lazy to get it from the galley. I also called AA about this and was on hold for 3.5 hours, so I hung up. I also emailed and mailed a letter/email to them about my experience, and still have not gotten a response.

I will NOT under ANY circumstances fly with American Airlines ever again in the future. In my entire life, I have spent WELL over $200,000 with AA, because their high-price, low-value service is basically a low cost carrier (except high price). Even though it's a little more inconvenient, I will be flying United (connecting through Houston), or Delta (connecting through Atlanta) on my future travel. I will switch back to AA once the employees LITERALLY get customer service training.

We returned to the line containing about 4 separate flights worth of people and one person went ahead to see where it even started and found telephones next to the kiosk so she picked one up and after 20 minutes of transfers to closed offices and being told to press numbers when the telephone was numberless she got through to a person. We all needed up using this service and got put on flights anywhere from 12 to 24 hours later and not even going to our final destination, we had to figure out our own transport from nearby cities. They would only put us on AA flights so we were very limited. We received no compensation or even food vouchers and were forced to sleep on the ground in the airport. I have never recovered such awful service or experienced such poor organization.

I noticed three hours later the line was still insanely long to reschedule flights too and nobody knew they could try the phones. The next day we caught our flights and though we were told our baggage would be in Philadelphia to meet us, it was not. We had to wait in another long line with everyone else from the missed flight to give our information to have it delivered. I was told it would arrive that evening. I received a call at 11pm telling me that they would be at my door in 3-6 hours. They expected me to be up at 2am after a night of sleeping at the airport to receive my luggage they lost. I was not able to do that and so my luggage is not back and the airport and I have not been able to get through this morning to figure it out. I usually choose the cheapest airline as I don't care about any special amenities etc, but I will never again fly American Airlines. I am still in disbelief by how bad we were treated.

This is where things became interesting: I asked to check the bags and I was told I had to get rid of the 2 extra pounds or pay the fees. I could not believe it, so I asked to speak to an on-duty manager. The manager came, listened to me and said: "The equipment, the airport safety and the efficiency of the plane would not allow excess weight." He added, "All that is disregarded with a fee."

I was so baffled, I put the bags back in the suitcases, accepted the fee and intended to complain about such lack of care and understanding from the agents. I requested a refund from customer service given the absurdity of the situation. $166 for 4 suitcases (57 lbs, 63 lbs, 30 lbs & 37 lbs.). My surprises were not over. AA customer services responded to my complaint with the statement, "We depend on our agents to assess the items and collect the applicable charge. We do not countermand our airport agents' decisions regarding excess or overweight baggage." All details shared in all my exchanges did not change their position by one iota. Cherry on the cake, my suitcases were damaged at the arrival in Paris. In protest, I decided to exercise my customer power and take my Business to the competition.

But when I planned a morning flight that was no longer offered, I should have cancelled it and moved to another carrier. Instead, I called and spoke with a kind representative who was very understanding, and helpful (so I thought), who tried to sell me on a red eye. If I wanted a red eye flight I would have chosen that from the start. They were a little less expensive anyway. Then she offered that I can leave a day earlier and have a layover in another city. Unfortunately for me, I don't have extra time off, and I would be missing a day of work to make that work. That was not going to work. On a last ditch effort, I suggested Baton Rouge, where we can stay with my wife's grandmother over night for a 7 am departure on the following morning. The agent said she would be glad to do that at no extra charge, since it was not my fault that my itinerary changed.

With that, I decided to make the sacrifice and leave a day early, only because we would be able to see my wife's 91 year old grandmother for a few short hours. I felt the agent made things alright, so I was not going to complain about losing work, or anything. Life was good, so I thought! Fast forward to June 14th, to find that I am unable to do an online check in. Something about my itinerary was out of sync. When I called, the phone agent I spoke with said the itinerary that they had for me, and the one booked through Expedia did not match, but was unable to resolve the issue. I don't see why any of that would have been an issue, since I went through US Airways to fix the issue to start with! I had my printed itinerary, taken from the US Airways website and nothing was an issue that I could see?

I also asked the agent if there was any chance for any free bags, or if everything was 25 a piece? She made it sound like I pay 25 dollars, and get 3 bags for that price. So I said, "so would that be $75, or just $25?" And she told me "just 25." I asked the same thing four times, in different ways, as I figured it would be 25 a piece. Apparently she did not understand what my question was. I had packed my bags accordingly, and found that she was way off... which would be an additional $150. But wait, there's more!

Since she was unable to help us with our problem, she left us to fend for ourselves in the early morning hours before a flight, with a rude ticketing agent at the BOI airport. I showed her my itinerary and she said she could not do it. She said that no one can authorize the itinerary that we had received FROM US AIRWAYS! Then she wanted to put me on a red eye, which was a no way! Then wanted to put us on an overnight layover in Charlotte, or Atlanta. Since I already lost a day of work because of US Airways problems with scheduling, we cannot afford another night in a hotel, and meals, so that was not going to work either... (Especially now that I realize that US Airways is too cheap to even throw out some courtesy pretzels or nuts for the travelers who live on a tight budget.)

Meanwhile, the rude agent was so snippy at me, as if she was blaming me for the US Airways mistake, if in fact it was a mistake, considering the phone agent was trying to make things right, for customer service purposes. Of course by now, she dashed our dreams and plans that we had over two and a half months to think about, and we missed our flight. She booked us with Delta for the following morning, which I was thankful for, since it was still going to get us to our resort. Little did I realize that she failed to change the reservation for AA flight from Miami to Punta Cana, which we realized when we arrived there, had already been oversold and there were no seats available. Already my previous day and a half were pure crap, now I have to fight with someone to get onto a flight!

We got on, with much persuasion, and fighting, in a not so rude way, of course. In the last row of the airplane, of course. When we finally arrived, got through customs and such, it was almost an hour and a half later, only to find our bags were missing! All four of them! (We checked 3 carry ons at the gate to save space in the overhead compartment.) Now I had to spend another hour or more trying to get my bag info to an agent there, after the long line had died down. By the time we got to the hotel, it was after 10:30 pm or so, and the restaurant stopped serving dinner at 10. I had no bags, and was freaking starving!

We went to bed with no food, or any way of freshening up after being up since 3:30 am. When we got up the next morning, waited the WHOLE DAY with eager expectation for our bags to arrive in time for us to take a shower and put on some clean clothes, let alone go out and lay on the beach or next to the pool! Have you ever gone to a tropical resort, and been left high and dry, with no bags, no clothes, and of course, a 9 month old uses diapers, which we ran out of after 16 hours of no bags!

I had to call numerous times, looking and waiting, but at that point, never got a call back, or an answer. We got them after 10 pm our second night in Punta Cana. Then, we realized that there were things missing from my bag, including 2 Cannon batteries for my cameras and a 5GB memory card that I had not used yet, still in the package. I am not sure whether anything else was missing, but whoever stole from my bags, left me a small notepad with passport numbers, contact info and names, all in spanish, of course, which I kept for proof that someone left me a present!

Then I went and had to file a report with the Expedia representative at the resort, and he told me I needed to file a report with the airline as well... Well, I called probably 2 dozen times, was on hold for a few hours in all, and was never able to reach anyone! No one at all! I called (809) 200-1778, and (809) 200-5151, as well as (809) 722-5411. Who wants to spend their expensive, all inclusive resort vacation, on the phone, trying to track someone down to file a report for stolen goods! That ate into a good half of my third day of vacation! Completely unacceptable!

I had a few decent days, then the trip home.... Again, I have never been on a flight that did not offer some sort of worthless snack, but we were up early, and took some rolls and muffins from the hotel, but were limited on how much we could take. Since it took so long to get through customs at Charlotte, we were forced to run to catch our flight and arrived just as it was half done boarding. Of course, that does not leave any time to buy any food, or drink. Considering I spent nearly 1900 dollars on our flight tickets, I would imagine you would have a more reasonable price range for snacks and food, offered on flights, since you schedule them so close to others, so there is no time for anything in between.

Then we finally landed in BOI after a ten minute layover in PHX. Home at last! Oh wait... They lost 3 of my bags, and our baby stroller! I re-checked all 4 of my bags after coming through customs as well as our stroller. Why I got one, and none of the others, I have no idea. 2 stayed in Charlotte, one made it to PHX with the stroller, and one made it here to BOI. My last bags were dropped off about 9 pm the following day.

What good came of this vacation that I spent $3500 dollars on? Changes made by US AIRWAYS, fixes, screw ups and lots of stress! Who can pay me for the day I missed work because of the airlines mistakes? Who is going to pay my wife and I for the stress and utter discomfort of not having our clothes a whole day after arriving in a tropical paradise? Who is going to pay my wife's grandmother for shattered hope, after being lied to by the airline, which said we COULD go through BTR? And for the rides to and from the airport after not allowing us to board our flight? Who pays for all of that? Who makes it right? This is what I will let you answer, but your response determines however many people will be affected by our terrible experiences!

I would expect something considering that I heard AA offering 1000 dollar flight vouchers and hotel and food for someone who was inconveniently bumped from a flight. What we suffered through was much worse than getting bumped from a flight. I did send four mails through their complaint site but is only big enough for about a paragraph. Obviously, not enough space to talk about my issues. Thank you for your time, I appreciate your efforts.

Vladimir, the manager told me that if I want seats next time I should not travel during peak seasons and I should choose a flight that is not full. What a stupid comment. My son and I were eventually assigned seats but then this manager singled out my carry-on luggage and subjected it to the "sizer". This manager said he had to because the cameras were watching. I stood there and watched and my luggage was a lot smaller than most and not one other piece was placed in the sizer. I begged him not to place it below since it had many ceramic and glass pieces. He just shrugged his shoulders and grimaced. I will never fly American Airlines again.

As we are taxing in they change the gate where we unload and I ran to my next flight. They had just closed the doors and refused to let me on... So now I'm stuck in Philadelphia until tomorrow. I was told my bags would not be sent on to Lexington, KY and I could pick them up at baggage claim.... When I go to pick up my bags they told me they were never told to take any bags off. So now here I am with nothing by my wallet in a hotel by myself. They refused me compensation for the huge inconvenience they caused me. I will never again fly U.S Air especially after being told by frequent U.S Air flyers that 30% of their flights don't arrive on time. Save money fly Allegiant and get direct flights for half the cost.

Yakdehi Arachchige Chandrasiri **, Yakdehi Arachchige Nethmi Udana **. My name, Rupasingha Arachchige Swarnalatha ** has a different family name so it is clearly identifiable from the other two. Due to close similarity in the first two names we had to face a great difficulty at the airports in both ways. This could consider as a negligence and carelessness of officers who are working in the airports or could consider as discrimination of non-US citizens. This destroyed the happy journey we expected during our summer vacation. In the past, our family has had several overseas travels without any difficulty despite the close similarity of the names.

Departure from Washington, D.C. - We obtained our boarding passes to travel to Nashville from the check in counter of US Airways at Ronald Reagan National Airport in Washington, D.C. on the 25th of July. The flight number was US 4049 and the departure time was at 6.00 pm. After receiving the boarding passes we checked those and found that we were given seats in 3 different places, despite my request from the travel agent to arrange adjoining seats for me and my 9 years old daughter. So I went back to the officer in the check in counter and said the problem. Then she very quickly arranged seats as I requested by replacing one boarding pass with a new one. So we were very happy.

At the boarding time we went to the queue. When we showed our boarding passes to the lady officer in the counter she said there is a problem with our names and we were asked to show it to the officer in the next counter in order to rectify the problem. So we went to the next officer and she also said she can find only two names in her computer. Then both officers checked it together and said that two boarding passes have been issued under one name. We had to stay at the counter about 30 minutes and at the last minute of the departure of the flight they asked us to go with only two boarding passes (for me and my daughter). For my husband they just mentioned a seat number and asked him to sit in that seat. Even though we arrived 2 hours before the airport we were the last to enter the plane with a rush which we did not expect. However, with this unpleasant experience we went to Nashville.

Departure from Nashville - 3. We faced a great difficulty when we depart from Nashville on the 27th of July. Our US Airway flight number was US 5324 and was scheduled to leave from Nashville at 4.13 pm. When we went to US Airways check in counter the lady who was at the counter said the flight has been cancelled. So she asked us to go via Chicago to Washington, D.C. by American Airlines. So we went to the American Airlines queue to check in. After few minutes, a Black American young lady who was guiding people to go to relevant airline queues asked us to go to another queue to go via Philadelphia.

I said her that we were asked to come to this queue to go via Chicago by the officer of the US Airways. Then she asked us, "Do you want to go to Washington first? Or do you want to go to Chicago first?" with a sarcastic laugh with other passengers who were in the queue. So my husband had some arguments with her as we didn't want to go anywhere else but to Washington, D.C.. He said that we came here because the direct flight has been cancelled. So she was silent.

At the American Airlines counter again we faced the name problem. A lady officer said she cannot find one name. So we had to be there about half an hour as our passports were given to another person at the US Airways counter to check the names. With a great difficulty she gave us boarding passes for both flights (Nashville to Chicago and Chicago to Washington). She asked us to choose the relevant boarding pass for each person as it is very difficult her to do. She had printed the phrase Child Boarding Pass in both my husband's and daughter's boarding passes. Also, in those two boarding passes she had printed Group 1 while in my boarding pass she had printed Group. Anyway we thought that there wouldn't be a problem and stayed till the boarding time.

The funniest thing happened when we went for boarding. A lady officer at the counter took our boarding passes and checked and then said that my child has been given a different flight. I asked, "How it could happen?" She said, "I don't know." However, she took some time and destroyed one boarding pass and gave another one and allowed us to board the plane.

Arrival in Chicago - 6. We arrived Chicago at around 6 pm. We had only a carryon luggage and had given it to valet baggage when we enter the plane. After leaving the plane we joined the queue to get the baggage. However, our baggage was missing. We were waiting there for about 20 minutes but it didn't come. Then we told the officer who was near the exit of the plane. He went here and there and said "I don't know, I am just working here in Chicago. People in Nashville may not have put it into the plane, so I can't help."

At this time my daughter began to cry as there were several gift items in the bag including toys she got from our friends. Then we saw a laborer outside and asked him to check the baggage again. He checked and found it under the cabin in the plane. Due to this reason we were able to enter Chicago airport only after about 30 minutes of our arrival to Chicago. Our next flight was at 8 pm. Thank God there was no problem with that flight. So we came to Washington at around 11 pm though the initial plan was to come at 7 pm. It was about midnight when we arrived home by a train.

People spend huge amount of their hard earned money to travel happily and enjoy their trips. However, they lose that opportunity and get frustrate and angry due to negligence, carelessness and discriminatory activities of the staff who are working in airlines and airports. Therefore, I humbly request from relevant authorities to give their attention to avoid such horrible things happening in the future. Also, as we are not happy at all about our travel by US Airways, I request them to pay back our airfare.

I pointed out that on my last Delta flight my bag was 4 pounds over and was told it would be no problem. Again we were rudely told that that US Airways must follow their policy. The agent then suggested she carry 3 carry on bags. I pointed out that would be a bit difficult and she suggested they get a wheelchair for her. I asked if they would also provide someone to help the children board the plane. Her response after a rude, loud sigh: "We couldn't do that! If you don't like it, you can write a letter." I wish I had taken their photos to add to my scathing reviews on social media as well.

So glad that competition has come in the form of JetBlue. Flown them many times, will fly them again every time especially to avoid AA.com, US Airways. Justice Dept. should look into their unfair practices, algorithms of their website(s). Looking forward to a class action lawsuit with any other passenger that has been abused by American Airlines.

We mailed it in & were told if they didn't receive the voucher they would need to cancel the reservations, the date it needed to be received by was approximately 6 weeks prior to the flight. Now 30 hours before we are set to board they have canceled our voucher because THEY misplaced the voucher. After speaking with customer service they can see that we did have our flights last year and did change our flight the day of but they will not honor the voucher BUT don't worry they will still honor our rate so all we have to do is pay an additional $500 for our flight. Absolutely TERRIBLE customer service, absolutely TERRIBLE how they are still stuck in the 1970s with the paper process, the only reason I can think that they still have this process is because it gives them an opportunity not have to pay the vouchers in case they lose it or the post office does. Just sad how they cannot make this right.

I purchased a $514 flight on Jun 29 and canceled it within 24 hrs. I received a confirmation email for the cancellation but have not received a refund even after a month. I was under the impression that I would receive an immediate refund following the cancellation per the regulations set by the Department of Transportation. Not until a few weeks later when I received the bill from my credit card company and call the AA customer service, that I was told I would never get my money back. I was on the phone for hours, sent out emails and messages and all I get back is a series of "no. We can't refund you. We are sorry about the confusion but we will not refund you."

If I have been told that I will not be able to get the refund back, I would not have booked a different flight going from the same origination and to the same destination. If only I have known that the confirmation email AA sent me when I 'successfully' cancel my ticket is equivalent to them saying "congratulations! We cancel your flight and take your money. Thanks for letting us sell that ticket to a different person." I practically paid double the cost for the same trip, only to waste more and more of my time dealing with their poor customer service who refuses to talk to you and only reply by emails with generic messages.

Please help, if there is anything can be done to reverse this process, prevent future victims from this organized scam, or help me get my money back. I'm just a student and $514 is my year savings and half of my monthly salary. Big corp like AA, I understand they are too big to care for small customer like me, but when almost everything has been tried and still no effort is made, it's just wrong. I don't think I ask for much. Just play the same rules as everyone else in the same game. Don't confuse and deceive people to earn money from others' tears.

Finally, grudgingly, they moved us to a Delta flight. My big mistake (other than flying US Air, of course) was hoping that the flight repairs would be accomplished in time, not wanting to take a later flight immediately, trusting US Air employees each time they claimed it would just take 15 more minutes. MY ADVICE - as soon as you hear maintenance delay - switch your flight.... and DO NOT fly US Air of course!

I was and continued to be hurt and disturb because it’s a picture of my late great grandmother, it’s the only photo of her that I have and it’s extremely important to me. I got a contact number to call and later that day I did. Only to be bounce around and place on hold, at one point I spoke to representative who had little to no patience to manage my claim. She also stated that she does not understand what I was saying although “English” is the only language I speak and then transferred me to someone that speaks “Spanish”. I called on the 25th July and got in contact with someone who was willing to assist me, however I was placed on hold for 45 mins because of their system error and she was unable to contact someone to assist her issue with her. Noted that the call was not free.

Eventually I was told my claim was in the system but the call got disconnection when I was about to get my file number. I phoned again and I kept being transferred for about 20mins. After consistently calling I got to speak to a Carla who was impolite, harsh and coarse and was told that I do not have any claim on their system. I give her my information and was eventually given a file number and a number to call to follow up. I did this about 4-5 hours later to be told that I have to call the following day which I did then was told that the department that manages this claim will be open on Monday. Monday was my flight back to Trinidad and upon arriving I visited the counter and a representative informed me that I should call and that they have my information and would call. The following day which is today I called 5 times only to be placed on hold. Horrible customer service via telephone, no one called about my claim.

We called AA and they put us on hold for half hour, finally someone picks up and just simply hung up on us, called again, waited again half hour and then she's like we can put you on a flight from London to Boston to Philadelphia to JFK, plus I would have to pay new tickets and a fine. We were horrified, we left 2 little kids behind in NY plus I am pregnant, besides for the fact that I told them I cannot stand for so long they did not care. They didn't accelerate the process or anything, and this was already 4 hours after we got to the airport, and then we were contemplating what to do and the representative puts on hold and we get disconnected again. Meanwhile my sister booked us thru Virgin Atlantic new tickets for the following day thru a travel agency in London.

We are now trying to get thru to American that they should pay us back for our tickets. My hub tickets was $1511 and mine was 60k miles plus $400 just for taxes. We feel that they took this huge amount of money and miles and did not service us. If the company policy is that if you do not get onto the first leg of the ticket then the rest gets cancelled then the representative had to tell us when we told her we were not sure. If she didn't tell us, how were we supposed to know???

We want any assistance at all from American but there is no one to talk to, everyone tells you something else. Email, then send a letter, this department now that dept, we are so frustrated, we want or money back. We want them to pay for all the extra expenses we had. My baby had to stay extra day by a sitter, my daughter had to go to daycare because we weren't back. We had to pay extra $1350 for new tickets just to get back to the US. If they had warned us to begin with, we would not have booked the Oslo part, we would have purchased separate tickets. Besides for disputing the charges, what else can we do?

Each had their own stories and MOs. At Day 5, they told me not to call anymore because my claim had been turned over to Central Baggage Service (CBS) and there was nothing they could do (as if they had done anything so far). CBS refused to search for the bag since it was scanned by AA and should be on the plane. In the meantime, I ran from one business meeting to next, with in between stops at BG picking up underwear, socks, shirt, shoes, with the fear of losing my other bags on the return flight. Ten days passed and not a peep from, I do not know whom, because no one took responsibility for the loss of a scanned bag between two airports.

Returning home, I spent hours populating a PPQ (an exhaustive inquisition to one's personal life) and submitted it to AA with no expectation of service. Customer Service at American Airlines is underwhelming and a disgrace to a multi-billion dollar business. I am embarrassed to deal with lowlife, condescending, incapable business practices and refuse to expose my life to such. All my miles and future travels goes to Jet Blue!

I took the picture on my return to LAX. At midnight the line at AA Baggage Claim was out the door and 11 bags were missing - Daily Count. A porter told me it is not unusual for AA to lose bags! The word's out, AA. Please note this is happening between two airports with heightened security. Does not make anyone feel safe, does it?

My headphone jack only worked in one ear and it was static on the other. They played a movie that was on a tiny screen on the ceiling that 6 feet away from me. After the movie they played TV reruns with commercials. There was a baby screaming on the top of its lungs for the entire flight (although, that wasn't their fault), but it felt like I was on a terrible cramped bus that had been tossed over the Atlantic for 7 hours - it was hell.

Last summer I flew From Chicago to Tokyo on Delta; it was pure luxury in comparison. Flying coach on Delta to Tokyo was probably even better than flying in First class on American Airlines to Ireland. There were TV screens attached to the seat in front of you, and you could pick what you watched. The flight attendants were nice and attentive. When you are flying long distances, you just want to be able to relax and forget that you are in an airplane, and you can only do that with good service and planes that are not small intended to go long distances.

An hour later, I call back and explain the scenario to Rep #2, and she tells me that I would have to change both of our flights because they're on the same itinerary. This is not what Rep #1 said at all, who in fact said "Now who do you want to change, you, your wife, or both?" I said to Rep #2 what Rep #1 said and she said "Well, she was wrong." Wow. I said we're two different people with two different traveling needs and if they didn't change the flight on something we already paid for, we wouldn't have a problem. She then became very condescending and questioned my intelligence, saying "You don't know what it means to be on the same itinerary?" No I understand that, I just don't see how two different employees in the matter of two hours tell me two completely different things.

After I try to help her think through how ridiculous this already is, she becomes loud and even more condescending with me, so I hang up on her. So now, my wife who's beyond furious calls back and talks to Rep #3, explains the scenario, and Rep #3 starts being sarcastic with her, very difficult about the situation. The Rep says to my wife "You don't need to tell me anymore about how we changed your flight, I know that," puts my wife on hold, and when I say "Just get a supervisor on the phone," Rep #3 jumps back off hold and says "I AM A SUPERVISOR!" totally breaching any sort of professional tone whatsoever. But she then does just that, she gets my wife the flight and I keep the original one just like Rep #1 said we could do.

She does give my wife a very long layover flight instead of the direct flight (which we paid for originally), which leaves me to wonder if this was deliberate or not, but my confusion is the attitude and the different protocol standards between three different employees of the same corporation in a matter of two hours??? All that drama... to in the end just do what Rep #1 was more than willing to do kindly and politely with zero drama or difficulty. It's obvious from ConsumerAffairs that American Airlines reputation precedes them.

I can't but wonder if they are trained to operate in the edge of appearing "cold and efficient" when they are really being rude. And they seem to master a way of doing it in such fashion that you can barely call on it - as if the lines between efficiency and rudeness are masterly diluted. Is that a constant in the U.S. Airlines culture? I feel I'm always in a battle to find the best use of my miles, which by the way, are not really a free treat I got from somebody.

I filed a complaint. SHANNON is a liar and treated me like a fool. She said my plane arrived 5 minutes late and the Charlotte plane stopped boarding before we got there. I know what I saw and have witnesses and will get statements if I need to. I received an email saying my case was closed because I didn't reply to an email. I couldn't because my internet wasn't working. After my modem was replaced I read the email and immediately called SEAN. I told him what happened. He said they should never done that to us at the Charlotte gate, and he would take care of this personally. I received two calls from AA. One woman was SHANNON. THE LIAR. Another was TIFFANY. She said she would give DUANE ** my caregiver a $300.00 voucher, and me a $300.00 voucher. We have received nothing.

I called SHANNON yesterday told her I talked to SEAN about what happened and he said he would take care of this issue himself. First she said she didn't know anyone named SEAN. Then I got mad and she knew it. Her story changed. She said SEAN was in a meeting. She said there was nothing in his notes showing he did anything for me. She said she would have him call me when he could. He never called. I contacted the Better Business Bureau and filed a complaint. I am going to file a ripoff report. I am thinking of taking this to the media. SHANNON SAID AA DID NOTHING WRONG AND SHE CLOSED THIS CASE AND THERE IS NOTHING I CAN DO. I HAD ALSO REQUESTED COPIES OF MY ORIGINAL COMPLAINT AND THE LETTER AA sent to the FAA. She said I would need a court order to get these. She's doing everything possible to make my life miserable.

I finally got aboard and was waiting for the person in front of me to load her luggage in the overhead bins so I could proceed to my seat. When she asked for help from a flight attendant, he refused. Meanwhile, another flight attendant was yelling in my ear to take my seat. Finally, a passenger helped the person in front of me and we were able to take our seats. I am very unsatisfied with this airlines. I will never use them again or American Airlines for that matter.

He said he sent it because a release form was faxed to him. He gave me that form. ** had forged my signature saying I gave consent to have my medical information faxed to her. To my knowledge she is still there and who know how many others have had this done to them. Nothing was done to her. I was fortunate to have a doctor that respected me, knew my character, and knew when things did not fit my attention to detail and paperwork.

When I reported this to American Airlines they retaliated against me and also used their influence to get other companies and agencies to do the same. I had a private meeting 1st level mediation with **, at that time Managing Director, (919)-460-4000 and one of my peers to discuss this, she had her secretary type up notes from was suppose to be a private mediation and sent copies throughout the office up to and including **. I requested 2nd level mediation and was contacted by ** at (817) 967-9651 or (817) 931-3411 or (817)963-8676 and was told that I had to sign the form that they were sending me and fax it back within 30 min.

I read the form within the content it said basically that I agreed that it was okay for any person to obtain my medical information past or present and I basically release any claim on that person. I refused to sign that document. When I did not fax it back ** called told her I am not signing that form releasing ** of wrongdoing she forged my signature. Then I was told by ** unless I sign it she could not help me and she didn't.

I even contacted our inner security, ** told him what happened that that ** had forged my signature and I suspect it had been going on for some time. He took information promised to check into it. He never returned my call. The attacks go worse. Some of the biggest companies that use to assist them in the retaliation was Citibank (with whom they had their AAdvantage mileage program) and AIG (who managed their workmen's comp insurance) and Chase Bank submitted a fictitious charge off report to the credit bureaus for a credit card that I never had (Chase Bank handles AA stock share payouts to employees) and they used other local companies, agencies, schools, attorneys, etc. to participate in this retaliation.

They (or those working on their behalf), have created fictitious names and addresses and associated them with my information on the Internet (such as phone listing in fictitious name associated with my real address, addresses to places I have never live with my real name, they have linked my name with porn or salacious ads that come up when Googled). This is done to put my integrity in question by putting out such propaganda. They or others then influenced, interfered with contracts that I had with other companies.

They use all manner of destabilization interfering with new job and income, causing others to eliminate support, harassment by other agencies, school, constantly chipping away stability by creating false legal actions and drama to keep your resources divided, your energy divided, your attention divided, tactics the list go on. I have been harassed on new jobs. They come in and create drama pretending to want to do business or looking for people not associated with the company for some criminal activity.

Let me state that I am not depressed; have no mental challenges; do not drink, smoke or do drugs; have no criminal record; and do not engage in criminal activities. Before this writing I was a very private person going about my life. I tried to move on and they will not stop the assault, the victimization, the harassment, the trauma, the intimidation, etc whatever you call it is still on-going against me and my children. American Airlines is relentless and heartless. This is just a small example of the things they have done to keep me quiet. I have proof of everything that I have mentioned. I have decided to start speaking out about their behavior.

When I spoke to the manager about this she said I had the ability to put a hold on the flight but not make the purchase and this is what I should have done. But when I asked her how I could have done this she could not tell me. She then told me if I wanted to cancel my flight I should have booked with another airline. So from now on I will.

When the US Airways clerk told me that I was to pay 35.00 dollars for one of my two checked bags, I politely informed him that he was mistaken that I was a Million Miler member with AA so I do not get charged for my first 2 checked bags. He told me that I was wrong and if I wanted to have 2 bags on the flight, I would have to pay for one of them or not check it. I paid and asked American why they would tell me one thing, and turn around and do another. I received an email stating that American cannot function without charging for baggage ever since Sept. 11th, 2001. Needless to say I will never fly on American again.

On May 20 I still had not received my luggage and I was to depart for another city without any clothing or shoes. I had put off buying anything because I kept being told my luggage would arrive the next day therefore I thought it pointless to waste money and time shopping. Needless to say by the time I arrived at my next destination, I did indeed have to buy personal items as well as clothing to survive my trip. US Airways, did nothing to provide further information about my bag and was not in the least bit empathetic to my situation. Furthermore, for a company who has lost such an important item for a traveller, you would think representatives would be available since you advertise to call, but no one ever picked up the phone in fact, I was forced to call at 4 am Greek time in order to finally get a representative (at this number 480-693-2191).

So not only could I not reach a representative during regular hours but your company put me out even further by having me wake up at ungodly hours on my vacation to get unusable and outdated information. On May 27, I returned back to Toronto from Athens with a stop in Philadelphia again. As if my experience hadn't been terrible thus far (spending a boatload of money on a dream vacation for it to be ruined by lost luggage but more so because of the worst service in history) when I arrived at the service desk for US Airways luggage I was told that if my bag could not be found by now (12 days later) then it was likely obliterated. Exact words from your service representative, OBLITERATED. In what customer service world is it acceptable to provide a response like this to an already upset and frustrated customer?! I was beyond exasperated at this point.

Is this how US Airways prides itself on its customer service? Is this how US Airways trains their representatives? Is this how US Airways operates their call centre? Is this how US Airways deals with customers by not actually dealing with them so they leave so enraged and helpless that they just want to give up? I'm surprised that US Airways is still in business and American Airlines had even agreed to a merger with a company who has no idea what customer service even means. When I arrived in Toronto, I again went to the US Airways service desk to report my experience and hopefully get some valuable information. Thankfully, the woman working at the desk was competent and much to surprise so helpful (way to go Canada!). She provided information that showed my luggage was indeed lost in Philadelphia because it arrived from Toronto but was never loaded onto my flight to Athens.

She printed reports to confirm the same and somehow managed to calm my nerves just a bit. Over the next few days, I completed my claim form consisting of a long itemised list of all my lost items as well as receipts for my emergency purchases made in Greece. My entire claim was submitted on June 1, 2015. Since the time of submitting my claim, I have been working hard to replace these lost items (clothing, shoes, cosmetics, personal effects). On July 17, 2015, I received a surprising phone call from US Airways claiming they had miraculously found my suitcase and would be returning it to me on the next flight out. The representative also informed me that she would now submit my claim to the Resolution office for compensation. It's funny how over the span of 8 weeks, I could not get in contact with anyone (neither by phone nor email) but internally they have no problem responding.

Needless to say, within an hour of that phone call I received an email that I would be compensated only for my emergency purchases made in Greece. ARE YOU KIDDING ME?! At this point keep my luggage since Ive already gone and replaced everything youve told me I'm not getting back! What about the compensation for the lost time during my vacation I spent on the phone or at the airport desk with the people you call representatives?! What about the compensation for all the long-distance calls I had to make to your service centres?! What about the compensation for everything Ive had to rebuy since the time YOU LOST MY LUGGAGE?! What about the compensation for the frustration and suffering you've caused me over the past 9 weeks?!

Do you really think that compensation only for my emergency purchases will suffice for all of this? On top of all this, I did end up receiving a suitcase today (July 22, 2015). This is what it looked like at delivery. Am I supposed accept this as rightful closure? Would you accept this if it was delivered to you? Do you even believe that all my items are in here considering the condition this suitcase arrived? What about the compensation for my damaged suitcase?! How can US Airways possibly think a customer would accept this as rightful, equitable, fair, reasonable or justifiable?!

How can US Airways possibly think this is okay? Considering my experience to date, it should be known that I have no intention of giving up now. I am pursuing full compensation of purchases made since my trip to replace my lost items as well as any items missing from the suitcase delivered and the replacement cost of a new suitcase. I am available to discuss these matters in person or over the phone when a representative who can help me and make decisions regarding my file is willing to finally make themselves them available to me. Bearing in mind the lengthy timeline I have endured thus far, I would expect a response in a reasonable and respectable timeframe of one week. I await your response and anticipate resolving this matter as soon as possible.

By contrast, in the USA, American Airlines is not required to pay travelers one penny in compensation when they delay a flight. Interestingly, the Federal Aviation Authority can heavily fine them for delaying a flight more than 3 hours but there is no fine for canceling a flight. Does facing a stiff FAA fine for a delay encourage them to cancel delayed flights in the USA because they don't have to compensate the passengers for the cancellation? Do Laws need to be passed to force airlines to treat delayed passengers the same in the USA as they do in Europe?

The experience of the ** (an elderly, disabled couple, whose US Airlines flight 4430 on February 28, 2015 was cancelled) is typical of how American Airlines can victimize passengers. They landed in Charlotte, N.C., at 8:48 PM to make a connection at 10:10 PM. By the time they cleared customs, rechecked their bags and made their way to the departure gate it was 9:45 PM. Only then were they told that their flight had been cancelled (no reason was given but it was not weather related). They were told to join a line of 100 other passengers from the flight.

When they finally reached the American Airlines service representative at 10:45, they were told that while they would be booked on a flight the next day, nothing could be done for them that night because no hotel rooms were available in Charlotte. The best that they could offer might be some camp cots set up in a Concourse but first they must recover the bags they had just checked. Walking and standing in long lines is painful for both of the **. By the time they recovered their bags, security had closed at 11:00 PM. They were denied re-entry to the Concourses.

Greatly concerned with how the stress was affecting his wife’s health Mr. ** made a decision to find a hotel no matter how far from the airport it might be. In a few seconds, on his iPad, he located and booked a room at the Hampton Inn just a few minutes from the airport. Upon his return home, the next day, Mr. ** sent letters to American Airline senior executives seeking compensation. Eventually he received an envelope with two flight vouchers for $200 but no covering letter. The vouchers had to be used within 12 months. He returned the vouchers to American Airlines C.E.O., Douglas Parker, with a request for fair compensation. These were replaced with a $75 check that does not even cover half of the $185 hotel room.

Mr. Parker’s salary in 2014 was 21 million dollars. American Airlines had record profits that year of 2.9 billion dollars. So confident is Mr. Parker that American Airlines stock will continue soaring that he has now foregone a salary and bonus in exchange for stock. When American Airlines came out of bankruptcy in December of 2013, they merged, with the previously bankrupt US Airways, to form the largest airline in the world. Mr. Parker had been the C.E.O of the smaller US Airways which in one study was, out of thousands, the seventh worse airline for complaints in the world. In 2013 the Department of justice challenged the merger saying it would impede competition and drive up ticket prices. What they should also have considered was that without viable competition American Airlines would drastically cut service levels to an intolerable level.

Capitalistic enterprises, like American Airlines, play by the rules set down by governments. The European Union government has forced airlines to treat passengers fairly. It is time for American lawmakers to do the same. When asked how he felt about his American Airlines experience Mr. ** said, “Their executives are able to ignore the real suffering they can inflict upon passengers when they cancel flights.” They know better, because they have to abide by the laws in Europe. It is important for travelers to bring this problem to the attention of politicians so fair compensation laws can be enacted in the USA because sooner or later everyone will be confronted with a canceled flight.

I finally said "The problem is you don't care and as customers we have no recourse --- you screw up, we can't even get pissed... We change our ticket and you charge a change fee plus increase the fare." Horrible airline... Horrible gate agents... They are nasty and incompetent. I also paid close to 1000 to be upgraded to platinum so I get special attentive service; that was a waste of money.

The real kicker is that I wasn't able to get service over the weekend because it wasn't a "business day." BUT when I asked for a refund today they said it had been 5 days since the original reservation so I was not able to get my money back. US Airways customer service is filled with inept idiots that have not been sufficiently trained in customer service. All they have been told to do is say "I'm sorry for the inconvenience"--- never accepting responsibility for their behavior and acknowledging and that they dropped the ball. PLEASE DO NOT PURCHASE AIRLINE TICKETS FROM US AIRWAYS!!! I DO NOT LOOK FORWARD TO MY INTERACTION WITH THEM AT ALL ON THE DAY OF TRAVEL BECAUSE I HAVE HEARD THE FLIGHT STAFF IS WORSE!

They never ask would someone be willing to give up their seat to accommodate them! My son subsequently had two seizures right there as they waited and still no attempts were made to rectify the situation! No compassion whatsoever! Special needs people BEWARE of American Airlines they are not the friendly skies! My husband finally had to pay 950.00 dollars and fly southwest to get back not to mention my son’s health has been greatly compromised!

After walking for almost 3 Km, I get told that my flight leaves in half an hour and that I better hurry or I'll lose it! When I got to my final destination, my bags didn't arrive, and because the lady in LA tagged them wrong, the system showed that I hadn't checked in anything. NOTHING. I had traveled with no bags. My bags ended up arriving 2 days later. When I contacted AA complaining about the ** trip I had had, they offered a "gesture of good will": a voucher I could use towards my next trip with AA. Are you serious? Do you REALLY think that I will ever want to travel with AA again? When I said this to them and told them what I wanted was my seats for my trip back to be upgraded, they said that they felt their (miserable) "gesture of good will" was enough and that upgrading my seats was just not fair. I am flying back home in 3 days and so far, all I have from them is a voucher towards my next trip (that expires in a year), sitting in my mailbox at home.

The attendant told him if he departs, he departs without his luggage. I was very concerned about our safety. The response from American Airlines concentrated on the weather issue. That is not my complaint. It was the issue when we were on the ground in Miami and the problems that occurred during that period of time. The inside of the plane was too warm to keep that many people confined. The Engines could have been tested when we were off the first time. Bringing us back on just compounded the problem.

Immediately he sharply said he looked at my tickets and that there's nothing he could do. I then mentioned the price match guarantee I saw on AA.com. His respond was not "I apologize for the misunderstanding" or "thank you for holding [for 20 minutes] but rather condescending "you need to read it again." He said "You bought the tickets on your own. We don't call you to ask for more money if the price goes up, so why should we give you the difference." He then mentioned that I have two different carriers on my itinerary - AA and US Airways. I just saw on the news that US Airways is now a part of AA and since I bought the ticket as is through AA.com that they must be the same company. He insisted that the two are completely separate entities with nothing to do with each other (which I knew was false) and that I need to read the fine lines better. I must admit I lost my temper at this point and asked to speak with his supervisor.

He refused saying he was the only supervisor there and the conversation was over. I pressed for his name and employee number. Again he refused. I pressed again he responded with "Al **." I pressed to get more info so I could report his behavior (so I thought). He responded "I don't have to give you anything more. Al ** at the North Caroline Reservation." I decided it was best for me to end the call before I completely lose my mind ending it with a "thank you" and "have a nice day" completely opposite of what "Al **" showed me. After a brief cooling down period, I emailed customer service about my experience. There was no response for about a week other than the computer-generated email. Shortly before my trip I did receive an email from Customer Relations (what a joke). No apologies for the misunderstanding, no mention of reps behavior, instead I get an email about how to select and purchase tickets on AA.com.

I replied to that email address - AACustomerRelations@aa.com - only to get an automatic reply that it does not accept emails. I am completely and utterly disgusted by lack of professionalism and customer service. It is my believe from the reactions I get from these multiple individuals that AA does not teach their employees customer service nor customer respect. I understand that the airline industry as a whole lacks customer service but I have never experienced such disrespect and have never felt so disgusted as I am by any other airlines.

How does a 1.5-hour flight turn into a 10-12 hour ordeal both ways? I cannot understand how your airlines operates like this! Please reply. I would like to understand how you can maintain your business and satisfy the public.

On her return, she insisted that that cost would now be an additional $883.50, as the costs had risen during the period of time we had been conversing. Not having seen my son for over 18 months, I reluctantly paid. Then, she said, "The ticket for the first booked flight will be good for one year. All you have to do is pay the $200 transfer fee". After hanging up, I decided to talk with another agent. This time, it was a surly, impatient male who told me that that $1583.50 fee was correct, that that $705 was "gone," and that the other agent had been mistaken about being able to use that ticket within a year. I stated that this made no sense. Why did he and she tell me that my transfer fee was waived, and yet, I ended up paying such an exorbitant amount? Very impatiently, he said that was how it was. I hung up. I tried to contact Quality Control 3 times.

I finally received a reply stating that although they were sympathetic, what the agents told me was correct. It was apparent to me that Quality Control had not read my complaint. Again, the logic escapes me with respect to a "Transfer Fee" penalty for rescheduling a flight being waived, and the justification for keeping all of what I paid for the initial flight. I filed a complaint with the Department of Transportation and have not heard from them, as yet. According to Federal law, if I reschedule a flight within 24 hours and the departure date for that flight is more than 7 days away, they have to give me full credit for what I paid toward the new flight with me being responsible for any difference. I met both criteria.

Two days ago, I contacted a Seattle television station's consumer advocate, to see if there is anything they can do. I did not read a single complaint here from a person who could afford losing their booking fee. I see that a few are college students. I am 66 and semi-retired. $705 is a lot of money. My son told me that his flights were full, so AA did not lose any money. Indeed, they gained $705 that they did not earn or deserve. I won't be using them, nor will any in my family, nor will any Marine Corp buddies my son knows.

As soon as the plane was boarded and the safety announcements were over, we were told we had to go back to the terminal. Bad enough, but when we all got out, still nobody available to explain, re-book, compensate, or in any way provide service to a whole planeload of passengers who were already delayed twice. Frantic would-be passengers tried to find a manned ticket counter to ask someone how to resolve their individual situations. Never was there explanation, only shrugs and frowns and the 3 staffers we eventually located were almost as frustrated and the passengers. Never could get to Norfolk that night, and had to scramble to get a flight to a nearby city to drive the rest of the way. No apology, no compensation (over $250 worth of hotel, cab, and rental car costs) not to mention missed work, etc. This is unacceptable. I will avoid US Airways in future. Sorry to see this happen to an airlines named after this country.

Finally, around 12pm the pilot showed up and we were on our way. AA was so sorry, that despite the fact that we sat from 9:30am thru 2:30pm (5 hours total including flight time) did not offer a good reason for the 2 1/2 hours delay. And to put the icing on the cake, the only compliments they gave us was the usual drinks as it has been a normal 2:30 hrs flight. I do not think the FCC and the federal government should allow any more airlines mergers as the airlines are treating consumers with no consideration and violation of our rights.

Very strange. Strange because we sat in row 17. The people in rows 13 and 14 sitting over the planes R wing had smelled very strong odor of smoke and reported it 15 min. before they announced we'd have an emergency landing. One of the passengers was a retired flight attendant and was equally as appalled by these comments. I was traumatized by the complete disregard to honoring the obvious smell of burning smoke in the cabin and trying to pass this off as a routine landing. My 9 year old daughter was afraid to return home after our vacation. We were fortunate that they were able to locate an empty plane that we could all occupy and take to our final destination of PHL.

Came back 20 minutes later and still couldn't buy the ticket. My miles were there in my account but not accessible to me. Phoned again and went through the same process. Finally on my 3rd try I changed my password and there were my miles. Logged back in to buy my ticket and the price had gone from 35,000 miles to 65,000. So, company sends me wrong account number, takes two hours to fix the problem then raises the price almost double when I go back. Reminds me of the hotel websites. If you log out and then log in again the item you were looking at goes up in price. Is this legal? Spend 3 more hours waiting to speak to supervisors. Everybody basically said "gee, that's too bad!" At 2:00 I had enough miles to go on my trip. American Airlines holds my miles hostage and almost doubles the fare when I finally gain access. I already miss US Air!

My cousin managed to check-in baggage and print her boarding pass, however the machine wouldn't print my boarding pass. I tried 5 times in 3 different kiosks and all attempts failed. Hence, I approached the 1st AA staff about the issue and she said she'll come back, she never did. I then approached 2 other staff that completely ignored what I said and pretended that I was a transparent inanimate object. Finally, the 4th staff made me line up at the check-in line again and we ended up lining up for >1 hour and the line was completely stationary. Many of us had planes to board in 30 minutes time and several customers have expressed their concerns every 5-10 minutes at the supervisor (Name: Wanna **), she didn't give a ** and said that we'll miss our flights anyway and walked away to the other passengers telling them to leave the line and check-in at the kiosks.

Wanna ** only helped check-in for a short time before she stood up and continued to walk around when there was only 1 person working at the boarding pass counter. YOU ARE A TERRIBLE SUPERVISOR THAT SHOULD BE DISMISSED. Shut your mouth and print the passes. The queue was as long as the iPhone releases!!! The other staff consistently let the cash-paying customers to get in the line rather than the already checked-in passengers who were waiting for the boarding pass, when we challenged them they shut us off. How long does it take and how hard is it to print boarding passes on a cheap piece of paper!? Even primary schoolers can work more efficiently than all of you combined. ALL STAFF WERE LAZY AND SLOW, some with manicures so long that they couldn't peel off the stickers.

When it eventually came to our turn, it was 25 minutes before our scheduled flight, the counter staff (Name: Cathy **) told us that we were too "late" for our flight and repeatedly asked me if I have baggage check-in when I said I had nothing and that my cousin and baggage was already checked-in. She accused me that I didn't try the self-kiosk before I came to her and that everyone else behind was waiting anyway. ABSOLUTELY PATHETIC. How dare you ask us to catch a 10 PM flight when it was all your fault. You expect us to wait 12 hours for the next flight??? After my expression of disbelief and anger, Cathy ** finally offered to let us board 11 am flight US2154 with transit to NYC before arriving to YYZ 3:18 pm. Had we not intervened and vented our rage, Cathy ** would have caused a 12 hours delay.

There were not a single word of apology or empathy from her or any of the staff. They acted like they were perfect and it was all our fault. The thing that pissed me off the most was when we got through security and walked past our initial boarding gate. Our initial flight hasn't even boarded yet!!! In conclusion, all I would like is a reimbursement of our ticket and an official apology from AA because you guys don't deserve to be called an airline when you hire and train staff who are less efficient than a malfunctioned toy car. You have no regard for people. People have commitments and personal lives to fulfill. If you think this is called customer service, look into the mirror and take your staff back to Kindergarten!

Today, after trying and being unsuccessful at checking-in online because of a United/AA mix-up, I called customer service. The agent was walking me through the process. When the screen came up to choose seats, I stated that I had already purchased those seats. Jeanie, using a very derogatory tone, informed me that I needed to scroll down. When I asked her to not speak to me that way and asked for a supervisor, she hung up on me. I have spent a lot of time and money booking this flight. If it was not my only option, I would use a different airline. I am very dissatisfied with AA and I'll dissuade anyone I can from using this airline. I know I am one person and one voice, but I intend to be heard.

Are you kidding me! I am the CUSTOMER! They are my miles! It was my credit card they charged! Who am I supposed to get approval from to talk to AA?!?!? So I filled out another Customer Relations form.... and got a new REFERENCE NUMBER! I am in a dead loop.... There is no phone number to talk with anyone and all they do is send out emails from an unresponsive mail box. The problem will never get resolved.

The next day I called to see what we could do and to complain (obviously). After 2 hours and multiple supervisors, I finally got two credits equal to what we paid along with no fees, period. Today I called to pick a new flight, a rep from US Air said she did not know anyone I spoke with and that there was absolutely no notes saying no fees. I argued with her for 30 minutes and she just kept saying she was sorry for what I went through, but there was no way of giving me no fees. I finally just hung up. So I lost $467 each and couldn't even use the credit they assured me I had... WORST SERVICE AND EXPERIENCE OF MY LIFE!

Our rescheduled flight would have gotten us into Moline about 10 pm on Saturday night. We would have missed the wedding, and reception. When I sent an email to AA customer service and I received the BS answer about the weather. No reimbursement for anything, not even for the loss of the flight cost from DFW to Moline. Extremely poor customer service. No wonder they need to be investigated for price fixing. I would not recommend them to anyone. Sitting in the airport for 6-7 hours with a 4 year old when the airline pulls this stunt was really poor.

She then continues forward, grabs a tray and a bag, then collects garbage. AFTER the garbage collection was done, she shows up with a cup of water with no ice. I didn't even bat an eye! I was thankful for that but I did check for spit because that's how low class these people truly are. Imagine if she called 911 and I stopped at 7-11 to drop off my trash, grab coffee and a 'water.' I wonder how she would like that service? PATHETIC!!!!!

That was more than the original round trip cost of all 3 tickets. Exchange doesn't seem to be the correct term though. I was given no credit for the tickets we would not be using. Asked to speak to a supervisor or manager and was told that there were none. Not none available, but literally there was no CSR supervisor. Caught by the short hairs we had no option but to buy those tickets, fly to Rome, spend 3 unplanned nights in a hotel there. Fortunately, one of my sons had a credit card limit high enough to cover the tickets and hotel. By the way, the boys would not leave me alone in Rome--and I did refund the extra expenses to my son.

Bear in mind that we were calling 6 days in advance of the return tickets needed, and 3 days in advance of our scheduled departure. Plenty of time for AA to resell our old seats. And not a last minute repurchase of the new. Didn't matter. We pay or don't get home. And, when I got home, I called, emailed, wrote letters to everyone possible at AA and travel magazines, and newspaper columnists. No luck. No one at AA even acknowledged my questions. First among them was why did I not get a credit of some sort for the return tickets we did not use? And so I'm still out $6,700. Money I can ill afford to lose on a very limited retirement income. Will any of us ever fly AA again?? Not if we can possibly help it. Poor customer service! Price gouging!! Not even the courtesy of a response from any director/executive contacted!!

At this time we asked that we have a car meet us to travel us from our landing area to the complete opposite side of the airport. I am 68 with a hip replacement and my granddaughter is a two year old. We were not given any help. This family of 6 could not easily afford to pay for 6 tickets to Phoenix. We also know that if the plane got us there and we had time to get to the plane it would be our fault if we missed, not the airlines if we missed any connections, and we would responsible for any new cost. We made it. My 16 year old grandson ran ahead and tried to explain to the desk what had happened and he was told if the rest of your family missed the plane it would be their fault, not very reassuring for a 16 year old on the way from Charlotte to Phoenix. I was able to overlook the seating issues, the weather issue, but the rudeness and apparent lack of concern by the service team was appalling.

When we got to the plane we were asked to move to accommodate a family who had several small children and we were willing to do so. I had left my Kindle in my seat pocket on my previous and asked could they help me retrieve it and was given a resounding rude no - no explanations, no help, no I am sorry for your loss, no courtesy. I appreciate that the stewardess was trying to help the family who was separated, But kindness, that easy to dispense and necessary to dispense when dealing with customers who my be tired and irate, that is the job of the service team. The plane was then delayed for over an hour and 1/2 due to technical problems. The captain did come out and speak to us but those of us in the middle of the plane could not hear him at all. I asked a stewardess who passed by what he had said and she was rushing past and said "oh he just said it was about paperwork". I was disappointed.

Only after someone asked about possibly giving out water to customers did the service team do anything during the delay. I never saw a service team member walking the aisle, asking how people were doing, any customer service during the delay. Yes there were screaming children on the flight, one was my granddaughter. She was tired, hungry, as we did not have time to stop and get any extra drinks or snacks as we ran through the airport to make our connection. She was screaming because she wanted to move a little; she had to be set in her seat belt for many hours. Of course she was not allowed to move about the plane for safety reasons. We understood that, but a service member might have offered a cookie? I know we are responsible for our snacks but we used up what we had on the prior delayed flight.

I walked off the plane complaining about the flight. I asked the women at the desk after the plane about my Kindle. She said I would have to go to baggage to talk to someone. I asked if there was anyone I could call but she said "no I had to go tonight". I was tired and said "then I will forget it". "That's your choice" she said matter of factly. I love to fly. Flying has changed. It used to be a wonderful experience. Now it is a means to an end and that is all. I am not angry about the weather delay, nor the problem with the plane delay. I am not really angry at the service team as they may be under orders to not extend themselves in any way. If this is the case I hope there is a group of service team whistle blowers who are still kind.

I remember an old Motto FLY THE FRIENDLY SKIES OF UNITED that is gone from American Airlines and as another complainant said worse since the mergers. The passengers are just that passengers and on some level without us, especially those hundreds who fly coach, airlines would be out of business. Please stop blaming the passengers for having problems and issues. Not all do and not all need help from the service team but get back to being service teams please, help the ones who need help . I heard many people say they were done with American airlines and none for them were mad at the pilot because he would not fly a plane with potential technical problems..

Our flight WAS NOT CANCELED DUE TO WEATHER. It was first delayed due to insufficient flight crew, then delayed again due to the aircraft having a flat time, and finally canceled. Never did the crew indicate that weather played a factor. Not only has my situation not been handled professionally but AA makes it nearly impossible to communicate with anyone. The email that I received was automated so I could not reply for further clarification, no phone number is available to call, so I am left sending yet another email to the airlines. I will never fly AA again and would highly recommend you don't either. Terrible service. How they stay in business is beyond me!

The only other suggestion they have is to cancel the flight. This is despite telling us there are "no Flights between Europe and Liberia" that they could organise for us. These flights would also be £300 more than the originals we bought. On Twitter they answer every tweet with "sorry for the inconvenience" or "sorry for your disappointment". But I want solutions! Disgusting customer service and ruined holiday. Would NEVER fly with them again.

When I was called back, the service rep. said she could not help me but would transfer me to someone who could. Instead of getting that person, I had to arrange for another call back. After waiting twice as long as the estimated call back time, I called the gold service desk and was promptly connected to a service rep. She gave me a ridiculous answer, and when I questioned her about that, she became surly. When I asked to be credited the 15,000 miles that I was wrongly charged, she told me that AA would not credit those miles, as they did nothing wrong. It seems that ever since the USAirway/American merger, customer service has gone down the sewer.

I'm extremely disappointed in American Airlines. No sympathy or forgiveness for a mistake that's not your own. I called Expedia x3 and American Airlines x1 - both claiming to blame the other for this **. I will be AVOIDING both services at all cost hence forth. I wish one of them would step up... I was fine with taking that flight still OR taking a different flight and paying the same money... I guess those are not good enough options for them.

In conclusion, the customer service agent told us our total credit for the 4 purchased tickets ($992), would be $192.00. Normally, we like to select American Airline as our preferred airline, going forward; we will never do business with American Airline again.

On the return trip from Madrid on 6/28, her flight was delayed in Lisbon causing her to wait hours and miss her domestic flight from PHIL to PITT. So she had to wait hours in PHIL for another flight to PIT. When they boarded the plane at 8am, in PHIL they delayed again due to mechanical problems and then had to change planes at 10:30pm. So instead of getting home at an expected 5:47pm she arrived home at 1:30 am causing my wife to get a very short night of sleep when she had to get up at 6:30am. I would never fly this airline again.

As stated, while in the air our flight was cancelled. We raced through the airport only to learn of our flight's cancellation. We went to 4 different (and might I say rude) people who cared more about going home and closing than getting their job done, only to finally be given vouchers to a hotel and still no flight. Fast forward to next morning. We have no food vouchers, spent 1:20 on hold, finally left for airport after being told on the phone that U.S. Air wouldn't be able to help us. We got to the airport and demanded the seats that we knew were Available (due to online searching), only to be told we couldn't check our bag and it would be sent out later. We argued the issue, but were told that it was OUR fault we didn't get there sooner (we were on hold for over an hour!) We got on flight, which was delayed and have finally arrived home (ten minutes ago). Thankfully due to delay we have our luggage. After this fiasco, we never will fly U.S. air again.

I tried to reach to their Customer Relations twice again with the same response. Why should an airlines lie so much when I know exactly why the flight was cancelled both the times. They have closed my complaint thereafter as Weather Conditions. Also all the other flights scheduled on the same day did go as planned. I'm writing here because I have lost hope in their Customer Support any longer. American Airlines is Scamming their Customers like this.

How can american company has the oldest planes on earth far inferior than any other country? The crew consists of grandmas. Why don't they employ young people? AA has the oldest crew I have experienced. Service. The crew is often rude. They shout at you or make you feel you are not welcome. Besides, I flew business class a few times and the only food they offer is cheap refreshments! I mean with any other airline be it European or Asian, you always have a full meal even for flights as short as two hours long. Inefficient check in. I had to stand for 2 hours in the line last time trying to check in in Los Angeles. Whats is the worst, is that you don't have many alternatives in USA to fly with. I hope some foreign companies could enter american markets and drive out AA!

At the end of the first flight there was an announcement made pertaining to connecting flight information. The destinations were read out with their accompanying gate #s. There was no gate information on my boarding pass so I listened. I didn't hear my connecting information but the attendant finished the long list by saying that for any destination and gate #'s not read, an attendant would be out in the terminal if you wanted to check with them.

Entering the terminal there was a woman standing with a clipboard, so I stopped and told her where I was going and she told me my gate was D31 and that I'd need to go upstairs to the SkyLink train to get there. I wrote the gate # on my boarding pass and on my way confirmed the # when I passed the information board overhead.

I had a 4 hour layover so decided to find my gate first then get something to eat in the area. I later made my way to the waiting area and waited for the boarding announcement. There was nothing to be concerned about, until I checked the time and realized it was getting close to departure time and we still weren't boarding. I thought it odd that there was another flight boarding so I checked at the counter and was told that I was at the wrong gate and that my flight was boarding - over at gate A37!

I was mortified. I knew it was several stops away on the SkyLink and that I'd never make it in time. I rushed to board the train and anxiously waited through the 4 stops before mine. As I arrived at my gate I was thankful to find the agents still there, and I was checked through immediately. I had made it by the skin of my teeth! I'm not sure I'll fly American again. The whole process seemed so inefficient. I've flown a lot and have never encountered anything like this.

Spoke with supervisor, ** who was extremely rude. Explained situation and asked for credit. She said 'corporate policy states no refund if booked with 7-days'. I told her "he just booked it 5 hours ago." She claimed price difference due to 'fluctuations' throughout the day. So, US Air I guess you do not support your men/women in Blue nor are you a patriotic company to work with. I will be canceling my US Airways credit card as it too is a scam! You advertise 'military rates' but when you ask for them you are told you don't offer them. Nowhere on the website does it state, blackout periods, limited number of seats, etc. And you can tell me Thursday June 25, 2015 was a HIGH PEAK TRAVEL DAY? It turns out flight was half empty! My son called Southwest and they were booked, but did book him ONE WAY for home for $200.00! A military discount they did offer!