American Airlines Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Arriving at 5:10 - now 8:30.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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