American Airlines Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I just called the credit card company (on an American AADVANTAGE card with Barclay). They told me they had received no refund notification from the airline so could not process it until they received that. I called the airline and they are now saying that it takes seven to ten business days to process in their system and then one to two billing cycles to appear. In other words, their 24-hour cancellation and refund policy means that the consumer gives them a two-month loan and pays credit card interest on that loan. Utterly ridiculous and fails the truth in advertising standard. If they can charge the ticket and have it appear on my account within 24 hours then they can have a refund appear within 24 hours as well - just as most merchants do.

When I have tried to call to talk to someone with authority to correct this I've been told that there is no phone number for the refunds department. ABYSMAL customer service!! I wrote another e-mail this morning. If I don't get an immediate response I'm going to start contacting the FAA and the FTC. Maybe state authorities too. What if someone had put this on their debit card and had cash held for two months? This is SO exploitive!!

I do not understand what kind of customer service this is but american airlines definitely needs to hire people who don't hate their jobs and are truly interested in representing their company with high end respect and quality, not throw the airlines name to trash. I am a frequent flyer. I travel every week for 9 months out of the whole year and I will not be considering American Airlines again. Use another airline if you may and save yourself from the disrespect and time wasted. These people will not own up to their mistake nor compensate you for it.

On the travel back, we got to the desk and the airline says we didn't pay for the infant. I said I most certainly did and showed them the receipt. They said, "no you only paid for the travel one way" AND they don't know why AA Vacations charged me $112 because the charge should have only been $28! Regardless, I still had to pay the additional fee... So here I am in another country WITH my infant who is being held hostage unless I come up with the extra money. I had to wait 45 minutes for my husband to come from returning the rental car because I had no money on me. I called AA Vacations when I got home and explained all of the difficulty. I was told that for my trouble, I would receive a refund of the $112, but it would take 4-6 weeks. Ok, so I was satisfied with that.

I get an email exactly 6 weeks later saying "we are not giving you a refund of any money AT ALL, because we were right and have no proof that you paid the $28." Duh, because I paid it with American Airlines, not with AA Vacations (a third party vendor). Instead, we'll offer you a travel voucher for 125 that you must use within one year and that has all kinds of conditions attached to it. Ummm, no thank you. I called their "customer service" line and after speaking to 3 different people, they all articulate the same pre-approved party lines. Not one person seemed remotely sympathetic. The last "supervisor" would not even listen but continued to cut me off and was completely apathetic. Terrible service... or lack thereof.

We boarded on time and the plane started to back up but return to the door and they told us that there was a computer glitch that they have to fix and that will take about 30 min. To make a long story short, we sat in the plane for three hours and didn't get to Phoenix until almost 11 am and they announced that for anyone who's going to Philadelphia that there was one leaving but we have to run to the gate. They never told us which gate, so we were running from one gate to another and almost missed another flight. We don't fly a lot but this experience added more stress and aggravation. They tried to give us a complimentary cocktail for the inconvenience. At 8 o'clock in the morning? Thanks but no thanks. I think and feel that we deserved much more than a glass of drink.

We were told the plane was at the gate, our luggage on it, but the ramp was now closed, so no one could get our luggage off. It would be flown to Texarkana the next day. We asked why couldn't AA provide a bus to take us all (about 35 passengers) to our destination. It would be a two-hour drive. They said they would not do that, also would not pay for rental cars, and in fact if we left without rebooking, our tickets would be cancelled, and no refund would be forthcoming. They also said there was no guarantee we could actually get on a flight the next morning, as the airlines was overbooked.

About ten of us finally decided to rent minivans and drive ourselves to Texarkana at our own expense. During this whole episode, American Airlines made no offers to help, no rentals, no hotels, not even a cot to spend the night in the terminal. We had asked several times to speak to a manager, and the agent called one, but he refused to come talk to us. It was obvious that AA couldn't care less about their customers, after all, they already had our money. I personally am out the cost of the ticket, cost of renting a van, and I still had to make a two-hour round trip drive to retrieve my luggage. I have sent a scathing email to AA complaint dept. I'm sure there will be, at most, a form letter type response with no resolution for me. My resolution will be to never fly AA again. They don't care about me, I don't care about them.

Then on our return trip home, you guessed it... our flight was cancelled again. Another next day flight. Had to go through the entire ordeal again. Finally managed to get a late flight. Spent 12 hours in the airport. AA system is horrible. Oh luggage was lost too. Finally arrived 3 days later. I Will never ever will fly American Airlines again. Took over US Air and service is now 10 times worse.

So my girlfriend and I go through security and rush to the gate to board flight but the gate was CLOSED for 20 minutes already. Then an AA rep tells us to go a couple gates down to the rebooking center. So we waited 3 and a HALF hours in this line. Then the lady at the counter was very very rude. I told her our flight out of POP was delayed because of weather AND mechanical issue (plane was leaking). She rudely says she doesn't see that in the system. She wouldn't give a hotel voucher. She said "Sir, take what I give you or take nothing." She tells us to sleep in auditorium. I injured my shoulder and arm is in sling. We go there and there are NO more sleeping cots, lights are all on, and fire alarm is malfunctioning going off every 15 minutes. So I have to pay $191 for a near hotel, cheapest I found available. I can't sleep on floor because of injury. The next day it continued. The flight was cancelled because of mechanical issues.

They send us to another gate and that place came hour later and then had mechanical issues also (engine was leaking oil). We then get a standby flight to ORD, then land and wait hour on plane to park because 3 terminals had AA planes that had more mechanical issues and couldn't leave the gate. This practically ruined our vacation. I suppose luckily it was on the way back from our 4 nights in Dominican republic. It took almost 2 full days to get back to Chicago with American airlines. They are pretty much the largest airline and it is apparent that they don't care about providing great customer service. When we buy a ticket, we expect performance delivered. I understand weather delays and such, that can't be controlled. But making your customers comfortable should be a top priority no matter how large of a company you are.

This is beyond unacceptable, and I intend to inform my corporate office of this situation to ensure that this Airline is removed from our list. I will not deal with American Airlines ever again for corporate or personal travel due to this deceptive and dishonest practice. The desk even tried to charge me for my baggage at check-in due to what they called a "glitch" in their system when I boarded. I also received no priority boarding with my children on the 1st and 4th leg of the flight despite the 1st class tickets, very unprofessional treatment for a supposed top Airline. This is my last trip on this subpar establishment.

We had to rebook for the next morning. AND WE HAD TO PAY A $200/TICKET CHANGE FEE for the privilege of losing a day of hotel and car rental. Meanwhile, AA gave folks $500 travel vouchers for giving up seats on our original flight which we did unwillingly and on our standby flight. I would like my $200/ticket change fee back ($800 total). I sent a complaint to AA on their official complaint website and got back a barely intelligible response of how they wanted to make me happy, but just could not. They are so sorry that RDU is one of the airports requiring a luggage check in an hour ahead. This info is not in my check-in email where it would be handy. The AA website recommends an hour ahead for international flights and 30 minutes for domestic - we have traveled internationally several times in the last few years and have never had this issue and I am pretty sure we did not arrive over an hour ahead every time.

My largest problem with AA though, is that there does not seem to be a person to explain my issue to. The customer service emails are either computer generated or written by someone who has English as a second language. Again, though, I will only be happy if they refund my ticket change fee which I feel was very unjustly charged.

Yesterday, we checked our upcoming flight and found that I had been moved from row 27 to the last row 38 next to restrooms again, but my husband was still in row 27. Called to see what happened and AA told us that AA had decided to reserve our row for elite flyers and we had not PAID for our seats (used AAdvantage miles) and were not Gold status yet. They had not changed husband's seat yet, but probably would. Of course we wanted to sit together for 8 hour flight. I have over 650K miles with American. Last 3 international flights were messed up and we were treated like they could care less. Also, paid full price for flight to San Francisco earlier this year and again our seats were changed. Apparently they rearranged seats.

When my husband asked the attendant what happened 4 or 5 rows of other passengers stated that the same thing happened to them. Attendant apologized, but no recourse. Also, wanted to upgrade to 4 more inches of legroom on the international flight, but was told that only passengers who were not using AAdvantage miles could upgrade. I joined United Explorer a couple of years ago and have been able to buy upgrade to better seats when using Explorer miles and have not had seats changed by the airline.

This will be our last flight on American Airlines and will be cancelling our American Airlines Mastercard. So disappointed in AA, but I think it will be going out of business soon, as the last few times we flew to Europe their flights had many empty seats. Will also be letting our business associates know about the poor service. A friend with Executive Platinum status recently had a business flight to Japan which he missed due to delayed connecting flight and the airline tried to route thru Europe!!!

In the meantime, as the plane was landing, the flight attendants did ask people for whom CLT was the final destination to stay seated so people making tight connections could get off first. However, no one listened, everyone got up, and the flight attendants didnt do anything about it. So my wife finally manages to get off the plane, toddler in tow, and the first cart in C terminal isnt waiting, nor is the second cart in E terminal. Nevertheless, my wife heroically makes it to the E gate for the Augusta flight and the plane is still there! In fact, she made it 10 minutes before departure.

Nevertheless, the ** gate agent, seeing a sweaty mom and toddler, refuses to open the door to let her board, falsely saying that no ones told her anything about my family desperately trying to make it to the gate on time. I say falsely because I was on a long call with an AA supervisor this evening who put me on hold while she actually talked to the gate agent. Yes, the gate was closed when she got there, even though she got there 10 minutes before departure, BUT if the carts had been there as promised, she would have made it on board. So, my wife is now stranded in the Charlotte airport with an exhausted and starving toddler, without her luggage which went on to Augusta, and therefore without a change of clothes, and no baby supplies, including his favorite "blankey."

And then, to make matters worse, AA wouldnt even arrange a hotel for her - just giving her a discount coupon with a phone number, that no one answered. ** unbelievable, and among the worst customer service fails we've ever experienced. I wonder if the FAA would be interested in this story. I seem to believe there was a Passenger Bill of Rights enacted a couple years ago? Well, American Airlines, you FAILED.

Another hour passes with no word and at 12:30am Sunday morning AA informs us that the flight had been canceled. They told us that another gate on the other side of the airport had agents available, so left line and literally sprinted over there to beat all of the other passengers. Little did I know the gate was the customer service area and was already bursting at the seams with angry AA customers and the line was longer than the one I got out of with only one agent working. They did eventually get 4 over there. However they would occasionally tell us there was availability at the other gate to get people to leave only to find the other gate was still completely full with stranded passengers in the early morning hours.

I called the customer service phone number while in line to try to change our flights. They informed me that my best option was a Monday afternoon flight. I told them that was unacceptable and that I needed to speak to a supervisor. So they said they would transfer me. But of course they just hung up. I called back and on the third time they finally gave me a supervisor rather than hanging up on me. The supervisor approved me for a flight getting home in the early morning hours on Monday.

In the meantime other passengers had begun looking up flights AA was still selling for Sunday Morning. Customer service and the gate agents would ask what the flight numbers were while saying it did not exist. Once they put in the flight number they would say "ok I guess we can put you on that one." So myself and another gentleman spent another 2 extra hours helping the other passengers get flights as the AA employees either would not or could not assist anyone.

At this point I managed to get another flight that would get me home at 11:30pm Sunday night. Bear in mind this entire time there was no offer for a Hotel or any form of accommodations. We were told, "this is spring break Miami and there are no hotels." They also told us that if we took any vouchers that we had to "keep our mouths shut on complaints." Luckily the gate agents advised us against taking any vouchers and to complain on Twitter. They stated Twitter is the only thing AA cares about. They will hang up on you if you call customer service.

Honestly I feel horrible for the poor gate agents that have to catch hell every day of their life just for working for a dumpster fire of an airline. They would tell passengers that there was more capacity at the other gate and to go over there for help only to reduce their own line as the passengers would come back stating that the other line was even longer. The frustrations mounted so much 2 passengers fist fought over who was in line first. So AA decided to call in cops to intimidate their passengers into not voicing their dismay with AA.

There was a woman traveling with a 97-year-old man who was told on the first cancellation that they could have a hotel. Then they were told they had to go on the flight late at night because they were going to get it fixed. And then an hour later they were told "tough luck we can't help you with anything". Luckily most passengers on this flight were good people and told the staff when rebooking flight that these two elderly passengers needed priority over the rest of us. Good thing AA passengers care more about AA passengers than AA does.

Another great little tidbit is that when we called customer service they stated our flight was canceled for not having a crew and not a broken jump seat. So the entire delay was a constructed lie from the beginning to draw out the delay to avoid getting hotel rooms. While lying on the dirty airport floor (which in the entire overnight I was there was not ever vacuumed) I scoured AA flight schedules to try to find a better way home. I found a 5:30 am flight to Dallas that we could connect up to KC from. So I went to that gate at 5am. When I asked that gate attendant if we could get on this flight she responded "this flight has a lot of international travelers on it from Chile and Argentina and they have 0% chance of catching it." So they intentionally schedule non-English speaking international passengers on flights that they cannot possibly make.

Crappy business practice but at least it allowed me to get home really terribly late but a little earlier than Monday afternoon. At this point AA tweets at me when we get to Dallas that they were so proud of how they got us on an early flight. They did not get me on any flight. I willed our way onto that flight. We lost our stretch seating and had an additional 3 hours of flight time not even accounting for the worst night of my life in the airport. I am 6’6”, 285 lbs and my girlfriend is 6', so regular seats are not very accommodating. When we finally arrived in KC no one at AA could tell us where our bags were. This despite AA customer service telling me that our bags would beat us to KC in the morning. I filled out the paperwork to get our bags delivered and we proceeded to limp home being awake now for over 40 hours thanks to AA.

At this point we were offered a toiletry bag to brush our teeth. That sure would have been nice like 12 hours ago when they intentionally stranded us in the Miami airport. The bags were not delivered before we went to bed around 10 o' clock. We napped 4 hours and woke ourselves up to try to get any form of a sleep pattern back in for our busy work week.

I awoke Monday morning to another prideful tweet from AA stating they were so proud that they reunited us with our bags. I responded that I did not have our bags. In typical AA form they responded "we gave them to the bag company. It is your problem now". I then got ready to back out for work and lo and behold in the backup camera was our bags that AA had thrown in our driveway. This was the most horrific experience I have ever had with any company in my life. This inability or unwillingness to assist their paying customers was staggering. I honestly do not even know how these clowns are still in business.

There was no one at the gate to assist her when she deplaned in Charlotte. She immediately alerted the agent on duty about the situation. The agent abruptly told her, they were very busy, she shouldn't be flying on a holiday week and go sit in that red seat. By the time she was picked up and taken to her gate, she missed her flight to Syracuse. They rebooked her to Philadelphia then on to Syracuse. Which delayed her arrival into Syracuse by 4 1/2 hours.

American Airlines said they were in compliance with 14 CFR, Part 382 and were willing to give her $75 dollar credit for her troubles. Subpart G of this Statute states, "they provide assistance between gates so passenger can make a connection to another flight." They went on to say that my mother should self-identify any special request at the time of travel. (Which she did several times)!!! As far as I'm concerned American Airlines does not care about their customers. We will be using a different airline in the future.

If you know that all of your flights are completely overbooked and even customers with confirmed tickets can't get on (5-10 people per flight, for 2 days I were there), why would you sell standby at all?? Make people waste money and time? At least warn about the situation, this is just straight up not caring about customer.

I should mention that their standby policy is ridiculous. For all this time being there, I was always the last one on the list with 15-26 people in front of me. And all the agents were very unfriendly and did not want to help with the situation, seemed like they were trying to get rid of me. In the end, seeing that I will never be able to get in, I returned the ticket and requested a refund. Never heard even an apology for the inconvenience. Will never fly with this airline and strongly recommend for others not to.

We of course missed our flight and then it was just all downhill from there... Tried to get to Miami 2 different standby flights then I called customer service (he was a jerk) said we could fly out of Miami Tuesday... It's Sunday now! Then I went and spoke to a kid that was pretty good Mark Anthony at Charlotte and he routed us to VA then next to Newark then we fly out of JFK to Cayman in the AM. Oh I also finally got a call back from customer service, I left my name and number back like 11:30 am (you guys said you would call back in 2 hours) just another empty promise... That lady was sooo nice (Can you tell I'm being sarcastic?), I have been traveling around the country for 12 hours now! She basically said we had to pay or find a way to JFK on my own accord which by the time we land will be like 9:30 pm.

Where are we supposed to sleep? Who is reimbursing me for a missed day on our vacation? Who is paying for our dinner tonight (because I paid the Westin for a dinner I didn't get to eat!). I mean I don't know if I ever have flown AA but as of right now you guys have a serious choice to make. Either make this right for us or you won't... The American Air staff person we worked with in Charlotte was a guy named Mark Anthony. He helped us out in Charlotte and promised that we would have a hotel to sleep in for the night when we got to New York. He also stated American Airlines would reimburse us for a meal and our transportation from Newark to JFK.

That was the only reason we agreed to follow that travel change. I provided a receipt for the meal (modest by airport prices) also provided a receipt for the car we had to take to get from Newark to JFK. We didn't get a hotel because once we got to Newark the AA rep promptly laughed in our face at getting us a hotel room. Last person I spoke to told me I should have read the "fine print" that they set no expectation to get you to your destination on time and if they do not get you there on time they take zero responsibility for that. I was also told that it takes "2-3 weeks" to return a complaint because there are so many. Elizabeth **, Customer Relations, American Airlines. Simon **, Customer Relations, American Airlines. Leanne **, Customer Relations, American Airlines.

Complaint boils down to: 1. American Airline Rep - Mark ** lied to us stating "Travel from Newark to JFK, along with hotel for the evening and dinner would be reimbursed by American Airlines to us); 2. Missed 24 hours of vacation in Grand Cayman; 3. We are out a total of $1290.00 (Hotel Grand Cayman, Travel Newark to JFK, Meal); 4. Slept on the floor in JFK.

When I asked to have our seats reassigned so that the members of the party could sit in pairs as we had been seated originally, I was told to ask at the check in window when arriving because the customer service agent would be unauthorized to do it on the phone. The agent also suggested asking other passengers on the plane to switch with us once we boarded. I asked about a refund and to have my frequent miles returned for one of the passengers and I was told it would be a $150 charge. American is getting away with baiting and switching their customers. I have read numerous blogs of disgruntled AA customers. Hopefully if enough us choose to take our business elsewhere, American will change their corrupt business practices or eventually it will be taken over by another airline that is more competent and kind to their customers.

The AA agent has authorized me to purchase clothes and new luggage in order to "survive" through my stay in USA while they try to locate my luggage. I bought myself a simple jeans, underwear, socks and a new luggage with lock amounting to USD139.64 and the original receipt has been submitted to SJC office in reference to my case number **. That was back in May 2014. When I got back to Malaysia, I've submitted the claim for the lost luggage. After chasing and chasing and chasing... I've finally got my claim amounting USD225 around March 2015, almost a year later. This claim was for the lost luggage that AA couldn't locate, but the authorized "purchase" was not reimbursed.

The AA staff here in Malaysia was helping to file this case but no updates or whatsoever news returned to me. Today, April 12, 2016, it is almost TWO YEARS anniversary, I haven't get the reimbursement. I'm very angry with the attitude how AA is running their business. No passengers would like their luggage to be lost in transit and face all the hassle. AA didn't care about how the passenger felt. The arrogance of this airlines has completely destroyed the good image. Why would I have to suffer the pain and pay extra for unnecessary clothing while I was not the one who lost the luggage?!? I'm writing you this, not in hope for apology, but my reimbursement of USD139.64. It has been almost two years, it's time to get this case closed!!!

My reservation paid ** and my wife with ** miles. At the request by AA I contacted the reservations department, Mrs. **, day on April 04 at 9:30 approx was told me that AA had no availability with miles seats and no willingness to return my wife on the date that we had both confirmed return tickets, May 13th (or alternatively 14 has I has proposed). SURPRISE... The only alternative out these two dates was to return the miles without penalty... Believe it. It was exactly as I say.

The unilateral decision to cancel the flight came from American and AA wants us simply to cancel our vacation because the company does not have availability for mileage on the date that we already had a confirmed ticket (not even asked about my return ticket because I can not think about of leaving my wife alone in the USA as a result AA this action). I asked Mrs. ** to speak to a supervisor and the response was that I should seek to claim the AA own in the AA website (apparently she did not want to address this issue). AA wants me to solve a problem that we have not caused!!! I am so disgusted with this company that I decided to share this bad experience with all American citizens. I hope they can relocate us on any flight as bought and confirmed.

When 9pm rolls around, we finally board. We wait... we wait a little longer. Turns out they hadn't weighed any of our luggage and had to send it off to be weighed! You've got to be kidding me! Another delay of about an hour and a half. All this, and then the flight was incredibly uncomfortable. They kept the main cabin lights on for practically the whole flight so they could serve a full meal with dessert and drinks. Uh, it's 12am can we just go to sleep? Of course the 1st class cabin is cozy with their lights off, and despite the many available seats they had in that section, none in the main cabin was allowed access.

All in all, probably the worst flight experience of my life, but it's not worth fighting with AA over. I'm one customer of many. They don't really care if they lose my business. They don't need it. What I would like to come of this is more regulations on airlines for how they handle delays and slapping them with a small fine is not enough. The complaint process needs to be smoother. AA currently has a 60 day complaint processing time with no guarantee of an offered solution. More change is needed to help protect traveler rights!

Here's my story: On December 24th, I departed Syracuse Airport for Wilmington, N.C. because that is the only flight I could get that wasn't outrageously expensive. Just as we were supposed to board this plane, it went down for maintenance, then ultimately cancelled for maintenance. They brought in a second plane accompanied by a 2 hour delay, which caused me to miss my connection to Philadelphia.

When I arrived in Philly, I was told to go to customer service to re-book. The line to customer service was so long that it went passed 8 or 9 gates and would have taken quite awhile to get through. As I was standing there, I noticed a flight to Wilmington NC boarding in 15 minutes and I knew I would never make it to the board if I stood in this line - so I tracked down a gate attendant to help me and she got me on that flight. (Close one)! Finally, I land in Wilmington and I thought that would be the worst of it. Good thing that I am not a first time flyer. If this was my first flight, I would have been totally lost. I want to add that, I understand supply and demand but the cost of these tickets increased greatly because of the Holiday season.

Ok, my return flight: I had purchased a return trip and somehow ended up having American Airlines change my time. It is a good thing that I had a printout of my itinerary with me, because I never received a check-in notice which made me nervous, so I went to the Wilmington Airport very early to see what was going on and found out that my flight information was not in the system, despite the fact that I had 2 confirmation numbers and times. The customer service rep was amazing, she fixed my problem with confidence and a smile, put my mind at ease and handed me tickets to return home. I was so impressed that I asked her name.

Anyway, now I have return tickets in hand. I believe the flight from Wilmington to Philly may have been delayed slightly but I had lots of time in Philly, no problem. Once in Philly, it seemed that everything would be OK, then there was a delay, then a second delay, my 9:25pm flight was now delayed until 10:30pm, then cancelled for maintenance once again. Everyone was given a voucher and we stayed overnight in a hotel. This flight home was literally an hour to Ithaca, N.Y. I was supposed to report to work the next day. What is going on? Are there not enough planes? Not enough staff? Not enough fuel? Is American Airlines going broke again? I don't trust them and I don't want to use them again.

We arrive at the gate to get our new boarding passes and I ask if there is any chance they have the premium seats available since I had paid for them on the flight that I missed. She told me no and I told her I needed 1 seat at least for my 6'8 son and low and behold she found one. I asked her about refunding me and I was told "that's not my job, you will have to figure that out on your own." We board the plane and leave and look up front where my son is and there are 3 more premium seats available and 2 employees sitting in first class. I ask the flight attendant, who was present during my exchange with the gate agent about the 3 premium seats and she states "I can't do anything about it, it's not my job."

We get to Atlanta and call employee relations about getting my refund and she tells me that the system states it was an aircraft change so, she doubts I will get my refund but, "it's not her job" anyway so, I will have to send an email. We get to Miami and our luggage can't be found. We did speak with one very helpful employee "Alex" who was able to find our luggage. It actually arrived on two different flights and neither of them were ours.

So, April 10, we arrive to travel home and they tell us that they cancelled our reservations. The reason being is we did not use front end of the reservation. The reason why is because they changed our outgoing flight 5x and we would have missed our cruise so, I had to buy additional tickets out. So, they have no flights to get us home today and he said that "it's not his problem and we should have shown up." We now can only get to Chicago tonight and we have to pay for hotel rooms and can't get a flight home until tomorrow. I actually had to ask him about getting us on that flight because he was more than ok with leaving us stranded in Chicago. I will honestly avoid flying American Airlines at all cost and if I never fly with them again that would be great! I love Delta and if it means paying more I will because customer service goes a long way.

Instead of staying in Miami, we rented an economical car and drove home (4 hour drive arriving home at 3:30 am). We saved AA money by not pursuing a hotel, but now they refuse to reimburse us for the rental car expense. They gave us miles to make up for the delay in Belize instead of refunding our money. Why would we risk flying on American Airlines again??? Everything about this experience demonstrated that AA Customer Relations do not care about their customers. Avoid American Airlines if you can.

Plus, they were unwilling to extend the voucher time to the flight date rather than purchase date. I am unable medically to go and yet they still refuse to assist me. That is completely unacceptable. They are not trying to help me in any way nor do they plan on refunding me, which I feel I've been cheated out of and I feel I've been treated unfairly because they are unwilling to make the exception for medically not being able to travel. They are not out the money because they filled my seats.

I want a full refund of my money--no more no less. I'm not asking more than what I'm due and there is no reason they can't make the exception they just refuse to. I refuse to be cheated out of my money when they clearly state they have exception requirements, so they give exceptions, especially with doctor's notes but refuse mine because the Zika virus thing doesn't apply in Miami but it does where I'm traveling. Although these tickets are "non-refundable" they still refund for medical or military reasons, just not mine...

The agent impatiently suggested me to leave and call a number they provided to get discounted hotel. AND THE AIRLINE IS NOT GOING TO PAY FOR THE HOTEL. I called for 45 minutes but NOBODY answered the phone. I was too cold and exhausted and have to spend over $300 on hotels and $100 on meals that weekend due to the delay. As a student, I spent unnecessary $500+ dollars, missed AN ENTIRE DAY of class and exams, and I have not received any apology or compensation. And the worst part is that on Monday afternoon when I arrived at the airport, the agent at check in was confused at my situation and had me waited for 30 minutes when he called the company to verify my ticket. What a messy system!

AA caused all these trouble and the first thing agent told me was that I missed my flight!! Excuse me!!! Are you kidding me? Finally when I arrived at Cleveland, my flight was delayed for an hour and still, no apology or any form of compensation. Since there is no customer service phone number on AA website (apparently you don't care your customers enough or you try to avoid complaints), I will post my experience on all forms of social media and email AA until I get a satisfied solution.

We later found out our 4:35 pm flight to Charlotte was delayed, meaning we would miss the connection to Hartford. After an additional hour and a half of still standing in the ticket line at American Airlines and receiving no service, we were finally spoken to. After another thirty minutes, we were able to switch to flight 1028 to Miami, Florida with a connection to Hartford. Flight 1028 was also delayed but would give us a better chance of making our connection to Hartford as we would not be able to make the Charlotte connection. The ticket agents displayed utter disregard for the urgency of our issue, and it was like pulling teeth to get the switch completed. We were treated with disrespect, and as PAYING customers we expect to be treated with some level of care and/or respect.

Once on the ground in Miami, we remained on the plane for an additional 15-20 minutes after landing due to the lack of a gate for us to pull up to. Once allowed to deplane, my traveling party along with 15-20 others needing to catch flight 1419 to Hartford sprinted to the gate where our plane was to be boarding. When we reached the gate, we stood there and watched the plane pull away.

The massive group of passengers who needed to be on that plane to Hartford were now stranded in Miami, and the gate attendants could not have cared less. It was incredibly hurtful to know that the airline we chose to fly on and PAY for was not willing to assist us in any way. I have never flown an airline that has treated a single person, let alone a massive group, so poorly. This was shocking. To hold a flight for 20 passengers in need of getting home to Hartford was not much to ask, considering the aircraft would be sitting in Hartford for the remainder of the night. This was unacceptable. I am still disgusted knowing an airline would do this to passengers.

We then were directed to the rebooking line along with hundreds of other American Airline passengers whom all missed their connecting flight; 20 or so meant to be on the flight to Hartford. While in line we called the 1-800 telephone number in attempts to reach some sort of solution and were told there would be none. We were now being told that we would not see a way out of Miami. Period. Therefore missing work, risking termination from our jobs, unable to get home to our children and animals in need, and putting our entire livelihood at risk. And still, your airline could not have cared less.

Once we reached the counter to speak to the American Airlines re-booking representative, we were greeted with a vile attitude and again, another airline representative unwilling to help. We stood there for 10 minutes while your rep looked up available flights, only to be told that we would not be able to get onto a flight for three days (on standby, so still unknown), meaning we MIGHT get home on Wednesday, and even so she was not sure we would be able to get a flight out of Miami.

This was mind boggling. Simply baffling. When we explained how unacceptable this was (which is a simple fact of the matter), your representative ended the conversation with "Sorry you FEEL that way." Of course we felt that way because it was a fact that this treatment, inability to give your PAYING passengers a reasonable solution, was not acceptable. We were now left stranded in the Miami airport, not knowing when we would ever get home, prepared to lose our jobs and putting the other lives we care for at home at risk.

In addition to ALL of that, we had no luggage and no knowledge of where our luggage had ended up. We finally found out that the bags had been sent to Charlotte, and remained there for no reason for three entire days. We also found out that one bag from our party was tagged for another person's claim information altogether. Poor execution every way you cut it. I can't express to you how horrified we were along with the 100 other people in line who were witnessing this interaction. How is it possible for a major airline to operate like this? Training your employees to actively treat passengers like dirt was the biggest shock. They had to have been trained this way because it was the only variety of treatment we received across the board, from Aruba to Miami. I am perturbed that I gave you my money and my business.

After 3 hours (it was now 12:30 AM) we were given a hotel voucher, and told to return to the airport the following day(s) to be on standby for flights that were already overbooked for 3 days until seats became available. We were also given food vouchers that we were unable to use because by the time we finished dealing with your staff, the hotel's restaurant had been long closed. All of these issues were solely due to American Airlines inability to function. There was no inclement weather or emergencies causing these delays, simply incompetence on the part of the American Airlines staff. I WILL NEVER FLY AMERICAN ever again. And I urge you to do the same. We as customers DO NOT need to tolerate this lack of service and respect.

We are now being told they will NOT reimburse us for the flight we had to purchase out of our own pocket on a different airline costing $1,550 because they could not accommodate us until POSSIBLY Wednesday afternoon. They could not even pretend to care that we had children, families, and jobs to return home to. I also witnessed them berate a mother needing to breastfeed her child in front of 100 people. So, utterly disgusting. This company is money hungry and pathetic. I wouldn't wish this treatment upon my worst enemy.

So he calls American Airlines to get his miles and money back and no such luck. They refunded his miles but still kept $80 fee that he still is not even sure what it was for. Then he is told only customer relations can refund this fee. So he asks for their number. OH WAIT FOR IT! They do not have phones, nope no number. When American Airlines makes a mistake they hide behind a form on a website. ** NO, he missed his best friend's funeral, he deserves to talk to a person not go fill out a form and wait for some PR approved email response. I am appalled that it is even legal for a large corporation like AA to get away with having no actual people available to talk to their paying customers. This is so appalling!!! He missed a funeral cause a crew member could not be bothered to sober up in time or get in up time to make her flight!!! He can't get a redo the friend is now in the ground. No way for him to say goodbye now!!!

AA shame on you for not having people to talk with and assist your well-paying customers when they need you. You have a customer relations department that can not relate to humans, only forms on a screen!!! THIS IS WRONG AND SHAME ON YOU!!! Please share this and never ever fly AMERICAN AIRLINES AGAIN. Their name is a disgrace to the USA. We are better than this crappy level of care for the general public!!!

However, when we arrived, there were 3 agents at the desk and within an hour, all but 1 left, causing many people to stand in line for almost 2 hours. When it was finally our turn, we were informed that there were no flights to Puerto Rico until Monday, 28 March. The funeral we were attending was on Saturday, 26, and our return flights were Monday and Tuesday. For obvious reasons we asked to be flown back home to San Diego. At that point I was assured by the agent that we would receive a full refund because we missed our flight through no fault of our own. Due to the quantity of delayed flights, no hotels could be provided, which is again understandable, so we spent the night at the airport.

Concerned with our baggage, we asked how we can get it and were directed to baggage claim. Once we arrived to baggage claim, the customer service was horrendous. The agent at the desk was rude and condescending. Although we had already been told that our baggage was on its way to Puerto Rico, the agent at the desk said the other agent had no idea what she was talking to us and explained that "Puerto Rico is an international flight and the luggage would not make it into the flight without us." Being a frequent travel to Puerto Rico, I knew this to be untrue; however, the agent was not listening to any of the customers. We were then told to return at 0500 to retrieve our luggage.

At 0500, the Baggage Claim was not opened, but there was a line of over 10 people. The group of people had "opening" times of 0430, 0500, and 0530. On 3 occasions, we asked the employees what time they would open and every single time, we were ignored. Our presence was not even acknowledged! When the desk was finally opened at 0530, the agent informed us that our luggage was on its way to Puerto Rico and there was nothing we could not (a completely different answer from the night before). At that point we filed all the required documents to have the luggage delivered to our home. The biggest issue with this is that we were forced to check in our carry on at the gate because there was "no space," although the bins in the last 6 rows were empty. Our carry on had all my important documents and as well as my daughter's asthma medication.

Once we arrived home, we filed a complaint and requested a full refund. We received an email back telling us that we would get a voucher because our ticket was "partially used." I explained to them over and over again that it was not by our choice or our actions that we missed our flight and could not attend the funeral. However, they insist that I used my ticket and are giving me 1 year to use it or lose my money. My husband and I are both in the military and are both set to deploy this fall. We are in training and preparation for deployment, leaving little time to go on a vacation. On top of that, after the HORRIBLE experience we had, I have no interest in ever flying with American Airlines again. Please let me know what type of documents I have to submit and I will.

We later found out our 4:35pm flight to Charlotte was delayed, meaning we would miss the connection to Hartford. After an additional hour and a half of still standing in the ticket line at American Airlines and receiving no service, we were finally spoken to. After another thirty minutes, we were able to switch to flight 1028 to Miami, Florida with a connection to Hartford. Flight 1028 was also delayed but would give us a better chance of making our connection to Hartford as we would not be able to make the Charlotte connection. The ticket agents displayed utter disregard for the urgency of our issue, and it was like pulling teeth to get the switch completed. We were treated with disrespect, and as PAYING customers we expect to be treated with some level of care and/or respect.

Once on the ground in Miami, we remained on the plane for an additional 15-20 minutes after landing due to the lack of a gate for us to pull up to. Once allowed to deplane, my traveling party along with 15-20 others needing to catch flight 1419 to Hartford sprinted to the gate where our plane was to be boarding. When we reached the gate, we stood there and watched the plane pull away.

The massive group of passengers who needed to be on that plane to Hartford were now stranded in Miami, and the gate attendants could not have cared less. It was incredibly hurtful to know that the airline we chose to fly on and PAY for was not willing to assist us in any way. I have never flown an airline that has treated a single person, let alone a massive group, so poorly. This was shocking. To hold a flight for 20 passengers in need of getting home to Hartford was not much to ask, considering the aircraft would be sitting in Hartford for the remainder of the night. This was unacceptable. I am still disgusted knowing an airline would do this to passengers.

We then were directed to the rebooking line along with hundreds of other American Airline passengers whom all missed their connecting flight; 20 or so meant to be on the flight to Hartford. While in line we called the 1-800 telephone number in attempts to reach some sort of solution, and were told there would be none. We were now being told that we would not see a way out of Miami. Period. Therefore missing work, risking termination from our jobs, unable to get home to our children and animals in need, and putting our entire livelihood at risk. And still, your airline could not have cared less.

Once we reached the counter to speak to the American Airlines re-booking representative, we were greeted with a vile attitude and again, another airline representative unwilling to help. We stood there for 10 minutes while your rep looked up available flights, only to be told that we would not be able to get onto a flight for three days (on standby, so still unknown), meaning we MIGHT get home on Wednesday, and even so she was not sure we would be able to get a flight out of Miami.

This was mind boggling. Simply baffling. When we explained how unacceptable this was (which is a simple fact of the matter), your representative ended the conversation with "sorry you FEEL that way". Of course we felt that way, because it was a fact that this treatment, inability to give your PAYING passengers a reasonable solution, was not acceptable. We were now left stranded in the Miami airport, not knowing when we would ever get home, prepared to lose our jobs and putting the other lives we care for at home at risk.

In addition to ALL of that, we had no luggage and no knowledge of where our luggage had ended up. We finally found out that the bags had been sent to Charlotte, and remained there for no reason for three entire days. We also found out that one bag from our party was tagged for another persons claim information altogether. Poor execution every way you cut it. I can't express to you how horrified we were along with the 100 other people in line who were witnessing this interaction. How is it possible for a major airline to operate like this? Training your employees to actively treat passengers like dirt was the biggest shock. They had to have been trained this way because it was the only variety of treatment we received across the board, from Aruba to Miami. I am perturbed that I gave you my money and my business.

After 3 hours (it was now 12:30 AM) we were given a hotel voucher, and told to return to the airport the following day(s) to be on standby for flights that were already overbooked for 3 days until seats became available. We were also given food vouchers that we were unable to use, because by the time we finished dealing with your staff, the hotels restaurant had been long closed. All of these issues were solely due to American Airlines inability to function. There was no inclement weather or emergencies causing these delays, simply incompetence on the part of the American Airlines staff. I WILL NEVER FLY AMERICAN EVER AGAIN. And I urge you to do the same. We as customers DO NOT need to tolerate this lack of service and respect.

At about 900, they came back. I had american airlines telling me there was plenty of room on the next flight. Gate agent told me it was overbooked but I could probably get on. So, waited until after 1100. I sat there as a young man kept walking from the gate back to tsa looking for missing passengers. Right up until taxi, when the last one finally got on. He refused multiple times to help book me on another flight.

I met another passenger who was also waitlisted. They booked her on another plane leaving in an hour. When I asked him about it, he said "yes, and I gave her 500.00 too. She was a volunteer, you were late." I went back to the main terminal now in tears. AA on the phone and the gate girl both refusing to help me get any definitive time rebooked, and watching the time to get the equipment my friend was expecting by 7 pm in Fort Worth run out. I finally was able to book a 115 flight to denver on united, where I then got a southwest airlines flight to dallas, finally arriving in fort worth at 1150 pm. My friend did not get her equipment.

I called the next morning to talk about what a mess that was and was informed I would have to pay 225.00 to fly home on the ticket I bought as I "changed my ticket." One offered to waive a part of it but I had to call back. The next one refused to. After 4 hours, I gave up, bought a 300.00 ticket home on United, and went to watch the Finals, finally delivering the equipment. Wasted 2 days of my 3 day trip. Ruined my vacation. All I asked for was a reasonable time they would get me to Fort Worth. Thank God for United and Southwest airlines for saving me in the end.

My biggest disappointment is the fare BS that is so common. One way tickets cost more than round trip? Direct flights cost more than two legs? It may be based on market forces, but it doesn't make sense from a fuel or logistics standpoint. The airlines, especially AA, make you feel like they are taking advantage of you. There is no loyalty, except that I can book a exit row without extra charges. United and most US domestic airlines are the same if not worse.

My two quick stories as to why I picked this airline is because twice US Air/American at the time of a death in my family charged me a mint to attend a funeral. My brother died in the line of duty and a flight from home to his home on a good day is about 250.00. At the time of his death I was charged almost 700.00 because of the short notice. 2nd time we were having a family reunion due to the fact my mother had cancer and was in her last days. I flew from Newark out and the flight was canceled due to the crew did not have enough ground time. I missed the gathering and missed seeing my mother for the last time.

Usually I would get refund to my credit immediately. Well this time it took 14 days, they sent me email telling the refund request is denied since it is a non-refundable ticket. I told the representative that I was told I could get my full money refund, otherwise I would just keep the old one without booking a new one. They gave me the wrong information and why I should only get voucher valid for only one year and less $200 dollar? It upsets me very much. I have called credit company and disputed for the charge and filed compliant to DOT.

Because she was so rude and hateful, she didn't even print out both of my boarding passes. So when I boarded the plane, the gate agents had to get on the plane and ask me if I purchased two tickets for myself. How embarrassing. If Jean would have printed out both tickets instead of being a nasty, mean, hateful, unhelpful wicked witch, this would have saved me the embarrassment. I was very much insulted by her telling me all I have to do is read and assuming I know how to read. Not everyone knows how to read. I shouldn't feel like it was a bother that I came to her counter. The kiosk is an option. Jean humiliated me and talk to me in a rude, hateful way. Not to mention, the other customers that went to her counter in front of me didn't get the same treatment I received. This was a horrible experience because I never had anyone treat me this way that works in customer service. She ruined my entire vacation.

The staff was dry, not once did I feel like any of the 3 agents cared about my outcome or really wanted to assist me with a possible resolution. At 3 am pacific time, my only reason for contact was to attempt to get the sale price honored. I have a hard time believing that in 2016, the record of my search (under my AA advantage sign on) and almost complete purchase could not be found. To top things off, I heard other employees laughing at my dilemma in the background. Very rude. I'll look to purchase elsewhere.

However, a ** male passenger that boarded after her was allowed to take his seat in first class. Additionally, the flight did not leave until 45 minutes AFTER the scheduled time, meaning that these flight attendants could have easily rectified the situation, but they just refused to do so. I am disgusted, shocked, and appalled by how my daughter was treated. She paid to have that seat. It was rightfully hers. They just gave it away and laughed at her. We emailed American Airlines, tweeted about the situation, sent a Facebook message. There has been no response. Nothing. Color of money is green, not white, black, brown or yellow. Our family has given American Airlines business for more than 15 years and my daughter has flown this route for the last 6 months and this is how she gets treated.

American Airlines has changed the departure from Cozumel from 1:40 pm to 5:35 pm giving me and my friend an arrival time at Newark at 12:10 am (November 13), four hours later at best. If there are more delays the travel time for us increases. I am awaiting a call back from Travelocity. They are not responsible for American Airlines not providing the flights as advertised and sold. However I bet they have better customer service. Last year my friend was bumped from the return flight while we were at Cozumel. I had to wait about 2 hours for him at Newark. Fortunately we have more time and Travelocity to help search out alternative flights.

The most horrible part is the inability of their customer service to respond to the complaints. We were both USAIR Silver Elite customers for many years, but it seems like American could have cared less. USAIR was such a great airline! We miss you! If they did something wrong, they apologized and made you feel taken care of.

We have decided to blog as much as possible about their treatment. We know how these things go. When an airline gets too big, they begin to mistreat their customers. But things change with time and competition. Let's hope American learns its lesson and that other companies are ready to take us in and treat us well! So sad that USAIR is gone.

When I arrived at the airport at 4:30 AM, I was told the flight was cancelled. I was then rescheduled for the 10:10 AM flight. That flight was later rescheduled to 11:00 AM, then 12:00 PM. We finally boarded at 12:30 PM. We sat on the runway for two hours and were deplaned and told to wait. About 30 minutes later, we reboarded. We arrived in Chicago; however, we had to sit on the runway for a very long time. I missed my 7:48 PM flight on 11/18/15 to the Central Wisconsin Airport because the aircraft was pulling away as I arrived at the gate. The lady at the gate said that I'd have to pay for my own hotel room because my original flight was not cancelled but left about 10:30 PM on 11/17/15. I was never given the option to take the later flight when I rescheduled. I would have, if the option were available.

Then I was informed that the next available flight to the Central Wisconsin Airport would get me there on 11/19/15 about 1:30 PM. I ended up taking a flight into Madison because I wanted to attend my son's state football championship game that was being held there at 4:00 PM that day. If I'd flown to the Central Wisconsin Airport, I would have missed the game. The representative tried to reroute me to other airports and couldn't understand why I couldn't fly into Milwaukee (4-hour one-way drive), LaCrosse (3-hour one-way drive), or Green Bay (2.5-hour one-way drive). All in all, it took me almost 55 hours to get home. I also lost two days wages. On 11/20/15, I had to drive to the Central Wisconsin Airport in Mosinee to pick up my car. When I wrote a letter to American Airlines, I received a canned apology and a $200 certificate towards my next flight. I will never fly American Airlines again.

When I asked her for medical assistance she told me to just sit down in the lobby. While just sitting there freezing before a 100 people with a blanket I felt humiliated and disrespected. I waited four hours in the lobby. I asked the supervisor to reschedule my trip. She said "hell no" and wanted me to pay 200 dollars to do so. I asked her if this was the protocol to treat sick passengers like this, she told me to sit down and wait for my luggage. I am an officer of the court and I know when someone gets sick in the courts, we get them medical attention quickly not to treat people like animals and let them wait freezing and getting sick sneezing coughing because of the freezing weather. I am appalled to be treated so badly. I have never been treated so bad. Please help me.

On the above mentioned flight there was a flight attendant whose name was Nancy and she was so courteous to the passengers in the midst of their disgruntlement. She is there apologizing for the inconveniences while the managers who create these absurd rules sit in the plush offices collecting the profits from passenger demise. The new logo AA has now is so very appropriate "Connecting the world like never before." Yes we have never been more miserable flying the "friendly" skies. The sad thing is these reviews fall on deaf ears as changes are not likely to happen.

Updated on 03/09/2016: American did contact me and graciously gave me bonus miles for my inconvenience. A nice gesture but I am not after miles or dollars. In the next 60 days I have 8 round trips booked. That is a total of 20 legs with trips with stops. On 14 of those I am booked in the rows I mentioned. I simply would like to sit in my reserved seat not some undesirable seat that was left to the last minute. They don't seem to understand their remapping plan is unfair and flawed. I feel like everyone in the next few months who is in rows 4-7 on American will need to complain and be given miles or dollars. Perhaps after they bleed a few 100,000 they'll get a clue.

I called American and then booked the ENTIRE same flight thru American Airlines (not flying at all with Delta) for my mother. When I made the new reservation telephonically I was told by the reservationist that American would probably give me a full refund (not simply a refund with a $200 change fee on a $217 ticket!) under these circumstances by requesting it online. In spite of this, it has been denied repeatedly by their Consumer Relations department. Even Delta who didn't get any business at the end of the day gave me a full refund! I am boycotting American Airlines and encouraging my friends and relatives to do the same!

However, after 3 days, Feb 5th, I got email and message from AA that they changed my seat fee additional $79.18. This make me upset. Then I called AA custom service by 1-800433-7300, a lady helped me to check and told me they only charge me once. So that I thought the $79.18 is already included in $513.20. Until today, Feb 29th, when I received credit card statement, I noticed that AA charged seat fee separately. Then I called AA custom service again to explain this why they are doing this way to custom!!! They transferred me to a supervisor.

The thing surprised me was that this supervisor was really rude and did not give me chance to explain and ask questions. She just kept saying they are not do anything wrong, "the website already show you about seat charge before submit purchase" etc etc. My question is that why AA did not add the seat fee together into total price that give custom a clear final? Why??? The only reason can explain this is that they try to cheat intentionally. I won't do any more business with AA.

Recently bought a round-trip ticket for $185 from Houston to Chicago. My departure date was originally March 9th but, due to an emergency, had to postpone the departure date. The return date remained the same. Guess how much they wanted to charge to change the departure date. $200 per passenger. That made it $400 for my wife and I to postpone the trip by a few days. Since my ticket cost less than the penalty, the ticket was essentially worthless! It did not matter that the return date remained the same. Since the new departure date is less than 3 weeks away, the new airfare is close to $300. So, the trip to Chicago will wind up costing me the original $370 and the new airfare of $600 - that's close to $1,000! What a rip-off! From now on, I will try my best to take an alternate airline. I am through with these guys. SouthWest does not charge change fees and their customer service is outstanding!

I told the attendant what occurred and that I had to wash my hands, and she told me I couldn't because they were taking off. I asked for a sanitizing wipe and she said she didn't have any, but would bring me a wet towel after takeoff. I stressed with her that this was vomit from a prior passenger and she left without a word, while I was holding a bag of someone else's vomit. She returned with a garbage bag for me to put the vomit in, but another attendant came behind her with a sanitizing wipe. My son wasn't sick, he is hearing impaired, wears hearing aids and prefers to have the bag handy to breath into if the pressure in his ears bothers him during takeoff. And, for the remainder of the flight we had the odor of vomit surrounding us and we couldn't avoid smelling it.

I filed an online complaint and received an email essentially stating that cabins are cleaned each night and it was unfortunate that it was untidy. "Untidy?" It was bio hazard that I was exposed to on an AA flight with exposure to Hepatitis B, C and HIV!!! I complained further by email received a call from an AA representative who had the audacity to tell me that AA staff can't check every seat back pocket for cleanliness, and it wasn't staff's responsibility to do so, and that it was mine! It was my fault that I didn't wear a hazmat suit and check the pocket for adequate sanitation before I reached into it! UNSANITARY CONDITIONS. DIDN'T FOLLOW CDC GUIDELINES. NO ACCOUNTABILITY AND DISCLAIM RESPONSIBILITY FOR THE CABIN... Like passenger can do anything! I have to undergo medical testing and I hope that's it!

They finally found one and we reboard, but at this time they realize they've messed up the paperwork. We wait for them to fix this and during this time the first officer times out, so now we must wait for them to find another first officer. This entire time they remain saying on their website that we left at 2 pm, laughable since it's already 5 pm and we are still in LGA. I checked the flight status the next day and they decided to keep saying that we left at 2:30 pm probably to lie and improve their on time delay amount even though it is blatantly inaccurate. We also had to switch terminals multiple times and ride a bus from one to another.

I've never seen such a disorganized and rude airline. Customer service extremely rude when I tried to complain. The guy on the phone seemed like a robot, just terrible and unhelpful. You can complain to them, but you know it's not like they are going to do anything about it since their customer service is already known to be one of the worst. When we asked the American Airlines woman who was answering questions at the terminal counter, she kept rolling her eyes, was extremely rude and looked like she hated her life and job. I almost wanted to ask for her name to complain about her, but she probably would have ripped my eyes out.

A few days later I called AA and I was told to submit my refund request online which I did. I was only ever emailed by a human being one time after that saying they could not locate my information. I scanned the ticket and sent them a break down of all the info they needed. AFTER THAT IT WAS A COLD CASE. I was never contacted again. It seems that my emails were considered as spam because no one responded. Just automated responses. I cannot reach AA by phone. I had to create another email address with the hope that this one won't be blocked by their system.

My last resort is to send them a request by mail! Imagine that, and I bet I'm going to hear that it was never received. They are taking millions of dollars form customers every single day. They customer service is most outrageous. I never imagined such an experience. But I am making back up copies of everything before I mail them anything today. I am disappointed and upset.

The second incident occurred when I attempted to board the plane when first class and active duty personnel were welcomed to board. I provided my tickets and official military ID to the AA employee, in which she insisted three times and a loud and rude manner that I am not first class and I need to get out the line. Refusing to get out the line, I explained to her that I am active duty Coast Guard (with my Coast Guard sweatshirt on). She then apologized and tried to de-escalate the situation saying she didn't recognize the Military ID card and her father was in the Coast Guard. I flew American Airlines on official business, through booking from CWT Sato. As an active duty member, who travels frequently on multiple airlines, I have never experienced such blatant disrespect until today. This is completely unacceptable.

They are holding them for families traveling with children... What? We have to wait until my sister arrives at the ticket counter for a seat assignment. I have booked a backup flight because of previous experience with American. If you cannot provide a seat on the flight when I purchase a ticket, don't take the money. It is just an overbooking scam! Despicable customer service, nobody has any power to resolve an issue like this.

It was obvious that the employees of American Airlines are as tired as the passengers of poor cooperate stewardship. No wonder they went bankrupt lately. They really make the consumer feel so powerless and insignificant. Like most others, I shop for airline flights based in price, I mean after all, it's only 3-4 hours right? Well don't forget to add the delays. American is the worst on time airline in our country - well maybe Spirit is worse - After my latest experience, I am now convinced that unless consumers vote with their feet, and the next highest price is only a few dollars more, American Airlines will continue to disdain their consumers and they are now the steerage class provider of air travel.

She didn't look at me immediately but continued to place napkins on the other passenger's tables. She then turned to me with a venomous look on her face and shouted "I seen you! You don't have to say excuse me! I seen you woke!" Firstly, the grammatical errors were appalling and I really wanted to correct her but instead I said "Well, you didn't look at me so I wasn't sure if you saw me." She continued to yell with viciously, "I seen you." Her attitude was nasty, appalling and a bad reflection on American Airlines. The other passengers were horrified. The male flight attendant who was helping her serve kept looking down like he was afraid to look at her or say something. Frankly, I am confused as to what I did that was so annoying to her. I have told many people about the incident and they all say that "Excuse me" was the way they would have tried to get her attention.

Instead of creating a fuss and being confrontational, I decided that I wouldn't bother to accept the drink that she obviously thought I desperately wanted. I just said to her "never mind" and tried to go back to sleep. The rest of the flight was awful, she disturbed the peace I felt minutes before the incident and left a very poor impression of American Airlines' customer service. The passengers around me approached me afterwards. They had been horrified and one of them even videotaped the whole thing and sent it to me. I don't want anything from you people. I want an apology from this woman if she is going to continue to work for your company. I highly doubt that she is in a supervisory position with that attitude but she certainly behaved like she thought she could say anything to me. If you inquire about the incident she may tell you lies.

Frankly I don't care, I know what happened and the other passengers do too. She will also doubt that I am who I am because I look young and I am ** as well but I am a Pediatrician and a business owner, and my staff and I travel frequently with American. My family members do too and I have shared this story with many audiences. I will no longer be using your airline.

I have a damaged lower back. I am still suffering from that trip. My back is a complete mess. The lady at the counter did not tell me that the seat does not recline. I requesting a full refund that I paid for this trip. Code **. MY MEMBER CODE **. I am not certain that this the place to write. IF IT IS NOT THE LINK TO WRITE, PLEASE GIVE THE LINK OR PASS THIS COMPLAINT TO THE PROPER DEPT.

The responses were mostly rude and very straightforward that we weren't getting the refund. I would receive phone calls from people telling me they wanted to resolve the issue and all they really wanted to do was tell me I wasn't getting my money back. One woman blamed it all on US Airways and said "there was nothing that could be done". After months of frustration I found Douglas Parker's email and sent him an email pleading my case. By coincidence the issue finally got resolved the next day and we are told we have a full credit. Mr. Parker had nothing to do with that at all.

Now in early February 2016 we are told that the funds no longer exist because we had to use the tickets by September 14, 2016. The supervisor of the international reservations tells me I have to go through... Customer Service on the American Airlines website. So I start all over and explain that we couldn't use the tickets by September 14, 2015 because we had to cancel that flight because of my wife's illness and I had been told that we had 1 year to rebook our tickets. American Airlines eventually sends credit for the tickets, minus the $200.00 per ticket flight changing fee.

I emailed customer service explaining the above clearly and why it's ridiculous that all this is happening. I get a call from another customer service woman who tells me "You're not getting your money back" multiple times in the coldest and most callous way possible. I ask for her supervisor and she tells me she is the supervisor. I tell her she is not her own supervisor and she refuses to give me her supervisor's contact information telling me "You're not going to talk to anyone else in the company."

So I email Doug and some of his VP cronies and receive a VM the next day (today 02/16/2016) that Doug received the email and they weren't giving me my $400.00 back. I have emailed Doug and his VP cronies again explaining what callous, heartless, pathological people they are and requested again that they properly refund the money. I will never fly American Airlines again in my life. They are horrid.

This time, my husband was stranded in Philadelphia and had to call his father, who rented a car and drove, in the snow... Hours away, to pick him up. They didn't get home until 5 in the morning! On top of that, they claimed they would have his luggage there that day... Then emailed me saying it was delayed... It happened to have his meds in it. When I contact the airline, the won't discuss it with me because it's his ticket? They don't mind sending me the bill and confirmation and luggage delay, but they won't discuss something I paid for? Never again. Find a different way. This airline likes to take your money and cancel flights with no regards to anyone.

But what is even worse that even though it was their fault that I missed my flight when I later contact customer relations (which they have a really bad one), they did not want to compensate me in any way. So they bumped me off the flight for their own intention (they probably had a reason why they wanted to leave early) and still not give me a penny. That is called taking ADVANTAGE of customers (maybe that's why they're called ADVANTAGE because they know how to take ADVANTAGE of customer!). If a company does not know how to value respect and treat their customers, they should not be allowed to do business. THE END!

However, what they forgot to mention is that the fare that you find on another website must be AA or in partnership with AA. Funny thing is, I was able to find a rate that was nearly $50 dollars cheaper provided by Alaskan/AA. However, because this rate was offered on Kayak, they would not refund me the difference. After sending nearly four e-mails with pictures and attachments of competitor pricing and a request for explanation about their policy, I've yet to receive any kind of response. Ridiculous. Now I'm stuck with this ticket and would cancel my flight to book with another carrier if I didn't have to forfeit my entire ticket.

After processing my son’s boarding pass and letting him head down the ramp, the AA representative called him back. She told all 8 of us that we could not board the plane, it was past the 10-minute cut-off point, and that our boarding passes were no longer valid. She refused to let us talk to any manager. We were told we had to go to Rebooking, located all the way back where we had started, across the two huge terminals (Miami airport).

Although we ran to Rebooking, hoping to catch the next flight, we waited in line for an hour before even reaching the desk. We were told at 9pm that the next flight wasn't until 6:30am - my daughter would miss her surgery appointment the next day. We overheard another agent tell one of the four other passengers that there was a plane to Boston that had been delayed and hadn’t yet left the tarmac. She told us all, if we ran, we might catch the connecting bus and reach the plane before it took off. So all 8 of us ran back across the two terminals once more, (at one point, I slipped and fell to the ground). Although the bus hadn’t left yet, a security guard refused to let us get on the bus. She said she couldn't contact Rebooking to confirm our situation because she did not work directly for American Airlines. She said she was also not authorized to contact the flight crew.

It was only through pure luck that we found an American Airlines representative at the next gate who could intervene. He told the guard to let us get on the bus. We begged him to stay with us to make sure we made it to the plane. After we all got on the bus, a different security guard actually ran up to the bus and insisted that all 8 of us had to get off immediately, saying that the plane to Boston had already left. Thankfully, our AA guy had stayed with us and told the guard that we were all going on the bus and if the plane wasn't there, we'd come back. The bus drove us to the plane. IT WAS OUR OWN FLIGHT! OUR BOARDING PASSES WERE STILL VALID! Although they had given away all our seats, there were still enough seats left for all 8 of us to find one. And the flight officer still didn't show up for another half hour. We got home after 2am.

We sent a group letter to the CEO of American Airlines, describing our experience in polite terms, recommending changes so that other customers wouldn't experience the same difficulties. We requested some form of flight credit for a future flight. Here is American Airlines unbelievable emailed response, dated a full month after our flight: "Feb. 10, 2016 - The Department of Transportation Aviation Consumer Protection Division has forwarded your recent correspondence regarding your travel on January 11, 2016. In addition, we've also received your correspondence sent directly to Doug Parker's office regarding the same issues. We appreciate the opportunity to reply to your concerns. We have looked into the issues you brought to our attention.

I regret the 10-minute delay of your flight into Miami along with the long lines for U.S. Customs/Border Patrol and TSA Security assisted in the delay of your arrival at the departure gate for Flight 2440. We also apologize for any possible confusion in boarding Flight 2440. According to American Airlines boarding policies on our website, if you are not present in the boarding area at least 15 minutes before the scheduled departure time, your reservation may be canceled and your seat may be released to another passenger. It appears that you may have arrived to the gate later than American's (15) fifteen minutes prior boarding requirement, and as a result, you were refused boarding. The DOT does not regulate an air carrier's boarding procedures or cut-off times.

Still, there is simply no excuse for rudeness. Our customers should always experience polite service from our employees, regardless of the circumstances. We acknowledge your recognition of our gate agent who assisted in accommodation you back on Flight 2440, which was delayed due to a crew-related issue. Please know we are not trying to diminish your unsatisfactory experience and regret we have fallen short of meeting your expectations. Unfortunately, passengers may presume that an airline is not customer-oriented or lacks sensitivity when compensation is not provided for service that did not meet an individual's expectations.

Rest assured your concerns have been reviewed and the intent is to use your feedback to help us to improve and make changes with the goal of improving our service and providing more efficient assistance to our passengers in the future. Ms. **, while we know you are disappointed with our service, we hope you will give us another opportunity to prove traveling on American can be a pleasant experience."

As we were now exhausted, the thought of sitting in the airport did not appeal to our 70+ year old constitutions. The taxi cost $100 and American refuses to reimburse. They seem to have all the power and the consumer has none. JetBlue will be my airline of choice from now on unless we get some resolution to this unnecessarily abusive treatment.

To cut a long story short, we have had to renounce the Yucatan tour and the accommodation we had booked and paid for, the cost of which cannot clearly be refunded by our travel Agency, due to the impossibility to report the loss of our luggage. We had to pay alternative accommodation in Cancun to be near the airport. We had to buy a few necessary items during the four days without luggage. Last but not the least, we have suffered a considerable emotional stress which spoiled our expensive and much longed for holiday. My legitimate question is, does code-sharing mean sharing responsibility or is it simply a means of blaming each other, i.e. passing the buck, leaving the unfortunate passengers to their destiny?

Detailed account. On our arrival in Madrid, we found out that the connecting flight for Miami (operated by American Airlines) had a delay of over two hours. Had we caught this late flight, we would have been compelled to spend a night in Miami in the absence of a subsequent flight to Cancun. We were therefore transferred to an Iberia flight to Mexico City and subsequently to an Interjet flight to Cancun (no business class available). When we asked both Iberia and American Airlines what would be of our luggage, we were answered we would find it in Cancun. Once in Cancun, we arrived at 23:40, not only did we not find our luggage, but we couldn't even report its loss in the total absence of staff from the three airlines involved.

Next morning, we were due to start a pre-paid tour of Yucatan, inclusive of guide and accommodation. In the light of the previous night's events, however, we had no other option but to go to Cancun airport to report the loss of our luggage. After founding out that Iberia is not represented there, we went to AA offices where we were advised that we should report our missing bags to Interjet since it was the last company we had flown, whether or not they handled our luggage. This was, apparently, in accordance with IATA regulations.

We then transferred to terminal 2 to speak to an Interjet representative who declined any responsibility and refused to accept our report for the missing bags, suggesting that we spoke to Iberia free-toll number, which both our local travel agency and ourselves tried to do all the times with no result whatsoever. The other suggested alternative was to fly to Mexico City, to our own expenses, where Iberia was indeed represented! It was only on the third day, 21st January, that we had the good fortune to touch the heart of the AA representative who, out of sheer courtesy (her very words) agreed to file a report on our behalf for the missing bags. The following day, 22nd January, our two bags were found and delivered at the Cancun hotel we dwelt at during our luggage hunt. Incidentally, the TSA lock of one of the bags had been permanently damaged. Thank you for your attention.

This airline should not offer connections that are not possible to make. It was impossible for me to travel through two terminals in 10 minutes to catch my flight. Their representative showed no empathy and was acting like I was the reason my connection was missed. Someone really needs to investigate how often passengers miss flights and have to rent a car to reach their destination due to American Airlines's insubordination. I will no longer use their "services."

When I called the airline to change my flight they wanted to charge me $200 per ticket to change my flight. When I asked if they could waive the fee due to the situation at hand they said only if I was pregnant could I receive a full refund. When I asked them what about all the other symptoms that Zika causes, they replied saying they weren't anything to be worried about. Who wants to be stuck on vacation sick in a foreign hospital? All of the staff was beyond rude and when I asked to speak with someone higher up they said there was no on available. Worst customer service I have ever received from what I thought was a well known "prestigious" company. My family spends thousands of dollars thru their credit card every month and have always been a loyal customers. They simply had no remorse or care about the situation.

We get to the airport and the first customer service agent cancelled my wife's and 1 year old son's tickets. Qantas couldn't do anything because it was an AA booking. I called the New Zealand # for AA. And spent the next 1.5 hours with Aggie who had no idea what she was doing. She was putting me on hold to call her "resource team" and she told me they were in Sydney. At what cost do you cut costs by outsourcing these customer service jobs to 3rd world countries? I can't believe a business would let someone with no training or knowledge on their systems deal with customers. Unbelievable! Horrible experience with AA!

I called back in the am and gotten a rude customer service woman. When she got on the phone, I explained to her the situation of the $200 that I was charged. She explained to me that I would have to either speak to someone in a different department or write a letter. I explained to her that, I did not have to do all of that during booking so could I please speak to a supervisor. At that time is when she asked me my record number and my information, at that time is when she said that it was noted that a supervisor had already seen that mistake and was fixing it. I asked was my money going to be in my account as fast as they took it due to it being a mistake on AA part. She said she didn't know.

I asked to speak to a supervisor again and she again declined to do so and explained again that they were handling it. I feel that as a customer that when you asked for a supervisor, you get them or put them on the phone. It was rude to tell me outright "no" as in it was something on my behalf that I did wrong. This is unacceptable and I'm furious behind it. This will be my last time using AA airlines.

Today (2/1/16) I called to get a refund on the ticket because my daughter's trip had been cancelled. I was told the airline ticket was nonrefundable by the American Airline representative. I told the representative that it was not stated on the website at the time of purchase. I was then told "too bad that's the way it is." I was also told that the money would be available for a year for another airplane ticket but only in my daughter's name (although I purchased the ticket) and after a year she would lose the money. Also, if she did want to use the money she would have to pay a fee in order to even use her own money! The person on the phone would not even tell me what the fee was when I asked her.

I asked her to send me a confirmation email of what she told me about the money and she would not do that. She said she could put in a request with "somebody" but was not sure if I would receive it or not. I never received any receipt on my balance with them or how to use it. I called back and asked to speak with a supervisor. The supervisor told me that in the "terms and Conditions" there was something written about the flight being nonrefundable. I also asked her what are the fees to use the money and she would not tell me either. I want to tell you that computer screen after screen of steps to go through to purchase the ticket, there is absolutely nothing about the ticket being nonrefundable. There is absolutely nothing on the email confirmation about the ticket being nonrefundable.

The website is completely confusing and it's a scam. I received ambiguous responses when asked for a refund and also no confirmation that I even still have money with them. My daughter had to work for over a month for that money. She's a high school student that needed the ticket for a marching band trip. All we want is for her money back. The trip wasn't until April and 3 days after the reservation I asked to cancel it. American Airlines is completely deceitful with a confusing website that hides the fact that the flights are nonrefundable. I have flown before and other airlines state right next to the flight listing it is nonrefundable. I would have never purchased this ticket if I would have known it was a nonrefundable flight, the trip was tenuous.

While at DFW (Flight number 1641, departing 02/02/16 at 07:10), he was given attitude and his small carry one was snatched from him and checked in without his consent. He tried to get his laptop out of the bag and the lady would not give his bag back to him and threatened to have him thrown off of the plane if he did not go sit down. I was on the phone with him during this time so I heard the entire conversation! This is unacceptable and I will be taking ANY and ALL actions needed to see that I am compensated for this inconvenience and injustice. Her name was CARMEN ** (Dallas-Fort Worth Cargo Chief for AA). She was VERY RUDE and could've handled that situation better being that she is supposed to be a professional.

My younger brother had a HORRIBLE experience and was a FIRST TIME FLYER! She belittled him and when he found a spot for his bag up top, she refused to let him place it there. Even the flight attendant tried to tell her to calm down! Someone as disrespectful as she was to my brother should not have contact with customers. This is ridiculous and because of this experience my brother nor myself will NEVER fly with AA. I will be sharing this horrible experience with my family and friends. He also had LOOSE BATTERIES in his carry-on and told CARMEN ** and she disregarded the FAA's warning to leave batteries in carry-ons and still proceeded on checking in his bag. That was a safety hazard to everyone on the flight. Also to add to the whole experience, his bag was lost. I am furious with the service provided by American Airlines.

I found out my flight was delayed from Phoenix to JFK from 430 pm to 630 pm which means I would miss my connecting flight from Phoenix to San Jose CA. I went to 3 different AA ticketing counters at 3 different gates and NO ONE was willing to help me. I was told to use the help phones set up in front of Gate 38. After spending nearly half an hour on the phone with AA staff they explained to me all flights were completely booked and there is no way to get me into San Jose that evening as scheduled. I explained to the woman over the phone I have an early morning wedding to attend Saturday and it's absolutely crucial I be in San Jose CA or the neighboring airports (SFO) by that evening. She placed me on hold and after speaking to a Supervisor states she has placed me on a JetBlue flight leaving JFK at 633 pm arriving in San Jose CA 10 pm that evening. I was thrilled and thanked her a million times for salvaging my weekend.

She told me to go directly to the JetBlue terminal to get my confirmation. The JetBlue and American Airlines terminals are nowhere nearby and require an air train. As I boarded the air train to the JetBlue terminal someone from AA staff called my cell phone and told me there has been a mistake and that I need to return to AA ticketing counter to receive a paper ticket for JetBlue before I can board that flight. So I re-boarded the air train back to AA terminal only to find a long wait in line. I politely asked the AA staff may I quickly speak to someone I may miss my flight and she laughed in my face saying everyone else is almost going to miss their flight too. Not much of a compliment for the airline if you ask me.

So I waited in line for my turn and once I did see a ticketing agent the woman in line helping me whispered something in her ear and the ticketing agent began giving me dirty looks. I have never been treated like a second class citizen before and was completely disgusted by their behavior. As I explained to her that AA staff over the phone told me I had been re-booked on another Jetblue flight she laughed in my face and said that's not possible and called all the other staff at the ticketing desk over to her computer to make a mockery of me. No one could believe I had been placed on a Jetblue flight. After some laughs and snarky comments, the ticketing agent gave me some printed boarding passes, looked me in the eye and said "you can try this but it may not work".

I asked "what is my other option?" She says "you can try to for the original flight you were on to Phoenix but you will have to stay overnight there". I asked if American Airlines will be comping my overnight stay since I don't know anyone in Phoenix and the ticketing agent said "No, we cannot comp you." At that moment I decided to take my chances and try for the Jetblue flight which was direct to San Jose CA and would allow me to attend the wedding the next morning that was the purpose of my travel. So I rushed back on the air train to Jetblue terminal to have them tell me the American Airlines print out is not valid. So I called AA via phone for help and they told me I absolutely cannot get on the Jetblue flight.

I would like to know why no one from AA told me this before which could have saved me a lot of unnecessary stress, frustration and running back and forth between terminals. The woman over the phone told me to rush back to AA ticketing counter in hopes of getting on the original Phoenix flight which I was booked for departing at 630 pm.

So I rushed back to AA ticketing agency and while waiting in line AGAIN I showed AA staff my original boarding pass and asked if I could use that to board the plane to Phoenix. The woman from AA staff took my boarding pass and brought me a new one and told me to hurry through security since the flight leaves in 30 minutes. I ran to security and they scanned my pass only to tell me the name on the boarding pass does not match my ID. I was given someone else boarding pass by the name of Amit **! I was speechless! In my many years of travel I have never had a ticketing agent issue me someone else boarding pass. I thought to myself is this some sort of joke?

I returned to the AA ticketing counter and was told to wait in line AGAIN. I told them my flight is leaving in 20 mins and that I have been given the wrong boarding pass. Well that caught the attention of AA staff by the name of Michelle. As she tried to fix my ticket she told me to try my original boarding pass that I had printed out at home and see if that works through security. She states I should run to the gate while she fixes my ticket on her end. So then I went through security AGAIN and once I got to the gate they scanned my boarding pass only to find it doesn't work! Now I'm in tears. I am tired, stressed and emotionally frazzled from all the back and forth between terminals. I told them to call Michelle downstairs at the ticketing counter and she can explain my ticket is valid. The AA staff at the gate tells me no one by name of Michelle has called them. Once again I'm shocked. Now I'm crying outside the gate.

Just as the gate is about to close its doors an AA staff gentleman comes out and says "hurry come with me". He says "board the plane and take any empty seat you find". So now I'm on the 630 pm plane to Phoenix I grabbed a seat and just as I'm about to place my carry-on luggage overhead some other AA staff member yells at me and says "Ma'am you have to get off the plane. Your ticket is not valid!" Let me say I have never been so humiliated in my entire life. I was escorted off the plane. If my ticket wasn't valid then why did AA staff let me on the plane in the first place? This trip was nothing but a nightmare. I had to return to the AA ticketing counter only to be helped by the same RUDE woman who helped me before and gave me dirty looks.

Her and Michelle finally placed me on a flight leaving from JFK to LAX at 8 pm (Flight#293) arriving in LAX at 1125 pm with an overnight layover in LAX and then a LAX flight at 900 am Saturday morning to SFO arriving 1030 am (flight#5947). I told them I would miss part of the wedding but they didn't seem to care. They also didn't seem to care that I had nowhere to stay near LAX and was told American Airlines cannot comp me for the inconvenience I had to experience due to AA incompetent staff. I had to scramble to find friends in town in LA with whom I can stay overnight with while in LA.

Long story short, I finally made it to LA and the following morning Saturday Jan 16, 2016 the flight to SFO (Flight#5947) was also delayed by nearly two hours. At one point they had all passengers board the plane and sit in the dark on a hot plane while having maintenance work done to the aircraft. Are you kidding me? Isn't maintenance done while passengers are NOT on board in case something were to happen? Is American Airlines OK with placing its passengers at risk while they are on board a plane in need of maintenance? Sounds like a potential lawsuit waiting to happen. In summary, I would like to thank American Airlines for ruining my weekend because I did miss the wedding I had planned to attend which was the entire purpose of my trip.

I called their support team before I took my new flight on the 29th, and I was told by a representative that I could request a refund, but I needed to complete my changed flight first. And so I did. I called on February 1st, after completing my flight like I was instructed to do. The representative on the phone told me I was unable to receive a refund because I had taken the flight. I have since contacted American Airlines' Customer Relations team and explained my situation, and am currently waiting for a response.

If American Airlines can redeem themselves, I will change my rating. But in the meantime, I feel that two stars is generous, and I give them two stars only because the flights themselves were very good. Also - I am an AAdvantage member and credit card holder. If this is how they treat their members, I can only imagine how non-account holders are treated.

The AA person said for sure it would be on the next day morning flight and they could bring it to us, however, we can come to pick it up but call first. They gave me a phone # that no one ever answered after 5 calls, so we went to the airport again to find that again NO. LUGGAGE !! Now they checked and they told us it will be on the next flight in the pm. Again back to the airport for the 3 time and finally there it was our LUGGAGE after 2 days and 4 trips to the airport and $200 in taxi. When we tried to get something for our troubles we were told to call AA where we were told we have to call customer service, call them and were told it has to be done online. No one can help unless we go online.

This is not a service. I would use ever again!! Not one person in Chile ever said sorry or tried to compensate for the inconvenience. They said "we cannot do a thing and you should call AA customer service, we're just here to help". Really help with what I don't know. At this point I've not heard anything from AA customer service but I can tell you you will not see me on AA anytime soon. I used to fly AA to California and back to NY 8 to 9 times a year, I wouldn't take them anywhere with this service. I feel they're saying, "thank you for the monies, we got you there, so stop complaining," Fly someone who cares but DO NOT FLY AA. PS the headset didn't work and 2 of the seats did recline, but they were sorry.

However when I tried to go through security at JFK, they pointed out that the boarding card given to me at BHX was incorrect. On it the passenger name someone called "Marilyn **" & it shows that the trip is from Raleigh to JFK - not from JFK to Raleigh. So it had 2 errors. I have that boarding card and can scan and send if necessary. This was very embarrassing as it looked like I was trying to travel on another person's card. I went to get the card re-issued & it also had "SSSS".

Now they wanted to see if my computer would start. Unfortunately it was out of battery, so it did not. (Note that normally I would not even have to take the computer out of the bag let alone show them that it starts). TSA asked me to check-in the computer, which I did at the cost of $92. After that I went through a humiliating series of pat downs & searches in a private room. When I got my computer back the screen was broken. I tried to file a complaint with the AA office at RDU, but they said they do not cover computers. So the incompetence of AA & their negligence cost me $92 + $50 for a new screen. I sent a message to their customer service & got just a standard response apologizing for the trouble they caused. News is that AA had record profits. Well I know how. By screwing their customers.

My wife said she needs to be with our son as soon as possible. She was told by the lady at the computer to "ZIP IT" (Really???????) Zip it! I'm glad I wasn't there, we would still be trying to figure out how to get home, but she finally got to board the plane and got seated with my son that has a problem with bending one of his legs due to an accident years ago and the seat they were in the back of the seat in front of him was pressing on his knee, so my wife asked if they could be moved to a better leg room seat (Also keep in mind the plane was only half full). After about 10 minutes they were escorted off the plane by the airport police for being argumentative!?!? They had to catch the next day plane to home because of this. I have close to a half of million miles built up for American Airlines and I'm going to give them to someone I don't like and NEVER fly American Airlines again!

The next point was that on the original flight I had paid extra (50 pounds for each the outbound and the inbound flight) for seats. I assumed this would be refunded since I would no longer be sitting in these seats and in fact - it was likely someone else would pay for the same seats. However, this is not the policy of American Airlines and I've lost this money. I'm not at all as concerned about the actual money as I am about the fact that this is ethically wrong.

It's exactly like this - selling me a dress, which I later return in perfect condition and it's then sold full price to someone else. But it's your policy that I don't receive any refund, even though you can resell the thing I've handed back to you. In other words, they have sold the same exact thing twice. This is criminal in my mind and I'm not sure how it's even legal. This is not the policy on other airlines, and it is fundamentally and ethically wrong to do. I live in the UK and fly frequently back to the states, but I will never - ever - fly on American Airlines again.