American Airlines Reviews

As I had to undertake some tests at UIUC, my travel was very urgent and had to make current booking by United American flight on same day paying exorbitantly high price. On talks with various stakeholders in the whole saga, we came to know that American Airlines did not pay to the partner airlines in India for Mumbai- London Sector. It was total failure on part of American Airlines. They have paid the full refund but not compensated for hardship. Reply from American Airlines smacks of discrimination and an unfair and unjust grievance resolution. We have decided never to travel by AA from India for offering such a pathetic service.

So I had to wait in customer service for an hour to rebook a flight. So the next flight out where I could reach DC was at 12 midnight. Had to wait around ten hours in the terminal and catch the red eye flight which wasn't even a direct flight to DC but another connecting flight from Charlotte 6am in the morning and landing in DC around 9am. I had two nonrefundable nights booked at the Omni Hotel, so one night stay $ down the drain. Thanks US Airways!

The next day as I'm boarding the plane for my flight back, they force check my carry on luggage stating the overhead bins are full. As I walk towards my seat, what do ya know... empty overhead carry on storage space! As we are waiting to take off, the El Capitan announces there will be a 45-minute delay which turns out to be another delay announcement and another for a total of plus 4 hours stuck in the plane and on the runway.

By the time we reach Phoenix, my connecting flight had left AGAIN. This time had to stand in customer service line for two hours as everyone missed their connecting flight. The next available flight out was in the following morning. I had explained to the customer service lady at the counter about my flight experience and this was happening to me again, you should have seen the look on her face, almost blew a gasket. Asked for my bag they force checked at the gate but of course they couldn't retrieve it which has all my stuff in it so I ended up sleeping in the cold airport terminal in a T-shirt. Thanks US Airways for letting me experience what being homeless feels like!

Next morning after a cold night uncomfortable sleep in the airport terminal, I board the flight to San Jose. I land and go down to baggage to pick up my carry on bag that was force checked and the whole time thinking to myself "they can't have lost my bag too... cccan they?" Annnnd... they did and it did not arrive with my flight. How do you guys manage to literally screw everything up? Have a bunch of lazy and inept workers at US Airways, people should be fired starting with the CEO on down because obviously these people don't care and it shows in majority of the workers attitude and service from US Airways.

Maybe I should just be glad my flight didn't crash and I'm still alive! Once again I had to wait in the baggage customer service line for an hour and they couldn't locate my luggage. Took a taxi home and as I head to my front door thinking "well, at least I'm home and can get some good sleep in my own bed" the realization that my house keys are in my carry on luggage. As I'm yelling out loud "NOOO!!!!" dropping to my knees on my front lawn grass and just laying there in surrender (yep... just like in the movies). Had to wait hours to get my door open.

After which I kept calling every other hour their luggage customer service for a status check and a callback on my lost luggage but nothing, no status update and no phone call from the US Airway, San Jose branch. The next day on like my 8th call they finally track it down. So after all this drama and horrible experience, I spend another hour writing a detailed complaint letter documenting everything and about all the mental anguish I had to go through. I also noted I am a US Airway World Mastercard credit card holder which I use extensively.

A week later I get a sorry ** reply saying we are sorry but there will be no compensation, ZILCH and that it was a honor to serve me. Just HOWWW did you serve me? Are they trying to be insulting? I sent another email for further review but same response, after all that they put me through, what does it take? I'll immediately be cancelling my US Airway Mastercard and will NEVER fly US Airways again. Will gladly pay more for another airline anytime!

Avoid this airline like the plague, their customer service is non-existent with rude staff. Their flights suck, flight delays are the norm with these guys. They don't even offer any in-flight peanuts and they charge for baggage. Even most of their airline fleet is old. If you love rude and crappy service, regular flight delays and mechanical failures, paying for baggage, no peanuts or pretzels then this is the airline for you. Otherwise, stick to Southwest, JetBlu and Virgin who know something about good service. Support the good guys and let bad businesses like this know, by not giving them your business and hitting them where it hurts their bottom line. Send them a clear message that WE will not put up with this kind of service and treatment!

No flight or other arrangements were offered by AA, knowing he was military and had to be on base by Tuesday eve. His constant questioning of the ticket agents did nothing. They were not helpful at all. After all that, he had to pay a bus to take him to Twentynine Palms from LAX which was more money out of his pocket. We have tried and tried to call, email, etc the customer complaint representatives to no avail. They will not even discuss a refund of his return trip. He was TWO DAYS late getting to base. Shame on AA! They could have done something for him. Now that they didn't, they should refund his return trip money. I can not believe they are still in business.

When I returned home I called the airlines to complain and was told the reason for my flight delay was mechanical, not weather related. I explained that we were told the delay was a weather issue and therefore not offered accommodations. I was very angry after hearing that because I was lied to or being lied to and either way it was not good. In an effort to accommodate me the airlines offered me a $100.00 voucher for a future flight with them good for one year. I'm not truly expressing my anger but that last airline I would ever fly would be US Airways. Their customer service lied and my overall experience was the worst. I've flown a lot and I pray I never have to fly that airlines again.

I have emailed on at least 3 separate occasions about how their customer service and attention to detail has gone into the cellar - all with no response. I am extremely frustrated and feel like they can do whatever to whomever with no repercussions and no way for the consumer to voice his concerns and certainly no way to get feedback if he does turn in a complaint. I used to love American Airlines until the merger where they took a nose dive, and I have been a very loyal customer (Platinum) for several years. I would like to know why a company that is based on customer service can't or won't respond with someone high enough in the organization who cares about his customers.

I was told I was being denied access to my flight because I didn't arrive an hour earlier than my flight take off time. I was there 45 minutes before takeoff - really an hour but their kiosk station was closed, since they are merging with AA. I went to their kiosk and was unable to print my boarding pass, so I went to the counter and was denied access and told this was policy - but nowhere is this policy written. I was told to call customer service if I had a problem and handed a rebooked ticket with stand by status.

When I call CS I was told this policy was on their website and she would find it for me - well if she has to look for it, how would I find it? I mean this needs to be on the ticket, on the confirm at the counter! If you are going to strictly enforce a policy, make sure people are aware of the policy! I was rebooked and lead to believe that I was on stand by - not secured seating - for the next flight the next morning (Monday morning) which meant now I must either sleep in the airport or rent a hotel, come back in the morning & hope I can get on the plane! To only arrive the next morning and be told my son & I are on their no fly list (because I cursed - at the situation, not the rep)! If your business is customer driven & you plan to continue to use trickery to disguise your overbooking practices, then train your staff how to deal professionally with disgruntle customers because no one likes being screwed & some won't take it with a smile!

They had to leave their luggage behind since they didn't have the money to re-book the flight neither the time to delay their return. So now they have their luggage in bolivia with no clear way to get it home. After talking to the aa supervisor DILL ** at the southeast reservation center, north carolina, and asked him to listen the conversation I had with the aa clerk about the wrongful information I was given, he said that most likely they didn't record that conversation, and provide no help at all, other than telling me to contact customer relations and explain this particular nightmare. I would have preferred aa send the luggage in the next flight even if I had to go to the airport again the next day or so, but that wasn't a viable solution for them and I had to pay as cargo, even though I truly believe I didn't do anything wrong on my part. I hope somebody can help me to solve this problem somehow.

US Airways has created a Monopoly in this industry - this is the time our government should step in, but since they are currently the weakest cowardly people in office, that won't happen. With a weak Federal Attorney General, there are blinders on. In assessing this airlines, it is clear they get the bottom of the barrel employees - good employees have found new jobs or are unemployed. People generally treat customers how they are treated by Management. Obviously this is a profiteer company that ONLY cares about profits - If they continue their poor behavior, they will cause people to drive their automobiles more often than taking a flight. I certainly would rather drive 1000 miles to Dallas than take a risk of having day long delays or give these filthy profiteers my hard-earned money. They could refund me the entire amount and I would still not fly US Airways or any airlines affiliated in any way with US Airways - now my wife feels the same way. POOR LEADERSHIP and investor first policies will eventually send them into bankruptcy down the road. If we ever get a government back in place that enforce our Federal laws, they will take down these unethical businesses like US Airways.

I DO NOT TRUST THEM OR THEIR PLANES NOW. I read about 50 of the complaints on this company. I am surprised they are even rated a 2. This is more than likely because they have still reviews to keep them from reviewing at a 1. Most people are angry but sometimes run out of options and have to fly US Airways - if they continue to swallow up other companies who are much more respected, they on their own will take down the industry. I will only fly South West Airlines or drive in the future. Delta, AA and US Airways are all the same now due to the monopoly they have created. They surely need to be investigated. I would not doubt if they loophole taxes, hide money and break FAA laws. When you find an unethical business that deals with the public, it runs much deeper than that. I will dispute the charges based on the type of ticket my wife purchased and I will win.

They must FIRE their CEO and all of the officers of the company and maybe even the USA-AG should indict them for some of their practices. US AIRWAYS SHOULD BE ASHAMED AT USING THE LETTERS - U.S. for that is not what this country stands for. It is a fair assessment after reading the complaints and with our experiences it is all about the fat cat bonuses that are received by these fat cat executives of this poorly operated airlines. They hire incompetent people and are short staffed (Based on many complaints I have read) because people want to be treated special (Meaning employees) so they settle for the bottom of the barrel skill sets as they are cheap to hire.

I hate rude people. I despise people and companies who treat customers as US Airways does. GET OVER YOURSELF, US AIRWAYS. Few people like you. You're only the airlines of choice when there are no other options, you're not preferred. When people book with you, they do so with hope - as they hope they will be on one of the few flights that depart and arrive on time. I do notice that no one from US Airways responds to the complaints - meaning they DON'T care - if it were my business or I was CEO I would certainly take these serious and set up a team to resolve these issues, hold everyone in the organization accountable.

GOOD LUCK with your strategy of disrespecting customers and not listening to the customers' needs and/or expectations. Your shareholders are in trouble in the future as with social media it will only get worse. Hope is not a strategy - but is the strategy employed by US Airways - They hope by acquiring a good airline like American it could help their reputation, but I will tell you it won't. You surely will change this airline (American) a pathetic shambles, as it has already begun - Rude, uninspired and lame agents, pilots and attendants - with a poor customer service department. Read the writing on the wall. If nothing changes in your behaviors, nothing will change with the customer experience. I am disgusted at some of the complaint I read on Consumer Affair complaints. I cannot believe that some of the medical type complaints were not taken to an attorney and lawsuit weren't filed. But then again maybe they were and settled out of court.

My husband try to said something else and this "lady" was so nasty that said I closed the door I am not going to change it take the next flight and I don't how old are you but I am not going to do nothing else. My husband is 30 years old and look very young, that's not her business, I am very annoyed about this whole situation. This airline sucks is the worst. I never take another flight with this airline and not going to let no one to do it. I begged at her telling that please let us in because my 2 girls were crazies and she just left. Now we are waiting 2 hours for the next flight with no confirmation. Service in this place is gross.

Well after numerous (6) attempts to get my reimbursement since 6/23/2014, as of yesterday, 8/19/2014, I was told by US AIRWAYS they will not reimburse me for my rental car. Shocked? Yes. DISGUSTED? Absolutely!!! My question to them was... How was I supposed to get home on 6/20/2014 if you could not provide a flight? Wait the next day for the next available flight which would be the next day. So I am an 1-1/2 away from home and they want me to stay the night in the airport and wait for the next flight the next day? Seriously? I work the next day!! Needless to say, their customer service is HORRIBLE!!! So please if you read this please reconsider this airline for any of your future travels. They really do not care for their customers and just want your money.

Here is the worse part: from my hotel room, I tried several times to get in touch with the airline, with no luck. It was late and I had meetings next day. My sister back home decided to try and make some calls and at least get the correct phone number for me to lodge a complaint. She was on the phone for 2 hours, was given two numbers by two different people and when I called neither number worked!!!!! She then got on the phone again and was told by a indifferent agent to go online and make a complaint there. You know what? It is what it is and there is not a thing we can do. There should be laws against this kind of treatment.

I check with Expedia and saw that her reservation had been changed to an afternoon flight - how difficult would it have been for AA to have notified the passenger that this change had been made? How many thousands of calls must they receive every time they do something like this? You'd think with the technology available they would have more modern capabilities. I called Expedia because I saw on the AA web site that there was an earlier flight as well as flights into Newark that she could use - all on AA.

Expedia explained that they could not change the flight without talking to AA and when they called AA they, too, were told the wait time would be more than one hour. Flights get cancelled every day and passengers get re-booked. I can't speak to the reason this flight was cancelled because AA did not provide a reason. However, when it happens, they have a responsibility to their customers to provide the necessary information to allow the passenger to plan their day and reorganize their arrangements. To advertise wait times of HOURS is absurd. If AA is so understaffed that this is the best they can do, they need to quietly close up shop - there are enough other airlines that do have good service that can take up the slack. I shall continue to boycott AA in the future and will opt for flights that may be a bit less convenient if it allows me to use a carrier other than AA.

I emailed them AGAIN on August 6 and I am still waiting for a response. I find it completely unacceptable that there is no way to contact customer relations by phone, I have spoken with multiple supervisors and have been told the same thing over and over, that I will simply have to wait for someone from customer relations to contact me. I just want someone from US Air to contact me and acknowledge that a mistake was made, on their part, and make it right. We all pay a lot of money to fly, I don't feel that asking for prompt customer service is too much to ask.

After a very rough landing, the crew informed the passengers with connecting flights that their next flight would be informed of the delay and would wait for us. This was not true. My next flight was at 8:05pm. I finally got off the plane at 7:46pm. I sprinted to my gate all while praying they would be waiting for us (I wasn't the only passenger connecting from my plane). I was the first to arrive to the gate EXACTLY at 7:56. The doors were closed and there were no US Airways representatives present to help. There was a sign at the gate that said the doors would close at 7:55. I was only ONE minute late. Clearly the crew from my last flight lied about them waiting for us. The other passengers began to arrive. The plane was still there. We finally found a US Airways rep to talk to and explained the situation. She said we were too late (despite the fact that the plane was still sitting at the gate!).

I'm now waiting for the next flight which isn't until midnight tonight. Yes I now have to wait in the airport for 4 hours because they wouldn't wait a single lousy minute for us delayed passengers. US Airways has both damaged and lost bags from my prior trips. They clearly are too incompetent to take care of their customers properly. I have surgery in the morning and now will not have a good nights rest beforehand. They have pissed me off for the last time. I will never use US Airways again! They are liars.

It has been 43 days and I haven’t yet received my delayed bag. I have only received apologies every time I contact the Baggage Center of American Airlines. By my own means I have already confirmed with Qatar Airways that all 9 pieces of luggage were given to American Airlines in London. Furthermore to my surprise American Airlines, one of the biggest air travel companies, is not part of the World Tracer Baggage System, which helps you located your delayed luggage. I know I am just one more dissatisfied customer, and I know that this complaint may not make any difference, but it is just one more way that I find to let out my frustration. In that bag that American Airlines lost due to their ineptitude I had all the clothes I owed and I've even had to dress with my daughter’s clothes. To be honest I only want my bag to be located, because I don’t think I will receive a full pay for my belongings that American Airlines lost. With this I have proved that all those policies that American Airlines says to have for better customer service are only in paper and not enforced at all.

I worked as a customer service representative in many service industries and I never behaved this way to any of my customers nor I had an experience that was this bitter. This was completely unacceptable and disrespectful. I felt insulted and was very angry. My dad was decent enough to keep his cool and gave her soft replies and checked in to fly. I expect an apology letter from DTW American Airlines counter / Ms. Ann apologizing my dad for her rude behavior which was disrespectful, rude, humiliating and insulting.

Now my wife and kids are not able to board the flight to the USA. The Alaska Airlines staff in Mexico City forced my wife to buy new tickets for another flight to the USA for another day. The Alaska forced us to spend $1000.00 dollars for new tickets. They would not even give my wife a bargain. My wife informed the Alaska Airlines staff that she had small children. However, the staff said that it was not their problem. This situation has caused severe headache, stomach pains for my entire family. I will tell my friends and family about this horror story. I will never fly Alaska Again!! Sleepless in LAX.

US Airways should compensate us for the inconvenience and stress. My blood pressure has gone up due to stress. His luggage too is definitely going to be lost. As a mother it breaks my heart to see my son so tired. His 18 hr travel time has now turned to a 40 hr travel nightmare. I don't understand why the airline has scheduled a flight and will cancel it at the last minute only to tell us that they don't have enough crew. We paid in full for that flight. We should get a refund!

I complained to the flight ground crew upon arrival and was told that they were sorry for my discomfort, but there was nothing they could do and that I would have to file a complaint with customer service. I filed a complaint demanding that at MINIMUM I expect to have the miles that I redeemed to purchase my ticket refunded. I also asked to them to direct me to the official written policy of American Airlines pertaining to oversize passengers and to the enumeration of my rights as a passenger under American Airlines terms of carriage.

It has been 5 days since I filed a formal complaint and I have not yet been contacted by anyone able to answer my questions and resolve my complaint. Through the anonymous social media account for @AmericanAir they tell me that they will respond within 60 days... but I find that to be an unacceptably long period of time. I believe that it is the airline's responsibility to publish policies that pertain to oversized passengers and to require their ground crew and flight crews to enforce that policy. If I pay for a seat, then I expect to be able to sit in the entire seat without being encroached upon by an oversized passenger who is allowed to be seated adjacent to me. What are my rights as a passenger, and what are the airlines responsibilities with regard to policies such as this that have a bearing on passenger safety?

** interjected "Do you want me to tear the tickets and give you back the money or you want to catch the flight?" When I said, "You cannot talk to us like that," ** said, "Actually he can." And all this is happening at the check-in kiosk ~2.5 hours before the flight is scheduled to leave. The allowance of two bags was listed in the Emirates (the main segment: JFK - Dubai- Kolkata) itinerary but they (** and **) were not even interested to listen. Their only argument was: "My computer does not show that." Throughout, their conduct was rude as if they were doing a favor by serving a customer. Note that my father had flown in by the very same route (in reverse) while visiting the United States, when 2 bags were allowed. When we produced the baggage tags for that, ** said: "They did you a favor but we cannot do the same."

I paid 60 dollars for a trip that was already paid for, but worse than that, my father left the United States saying this is the worst behavior he has seen in his life. And he has traveled via international flights more than 50 times to several countries. The sheer brazen defiant "I can do whatever I want" attitude showed at every statement these two people made. They lack the basic behavioral communication skills that was one time part of the US Airways (I liked US Airways, until now and I have traveled by air for 8 years now in USA). I feel cheated because I know this trip was paid for but the more important part is the way these people spoke with a customer. I feel harassed and extremely disappointed at the conduct of these people, even from a humane point-of-view. They (** and **) never offered to help, check the situation out. I know that the fact was inside the ticket but perhaps incompetence or boorishness or both got in the way.

Here is what I am going to do: 1. Write, talk, post about this to as many offices and newspapers and social media as I can. 2. I will religiously do the above and follow-up with more emails, letter mails and posts anywhere and everywhere I can find and get my hands upon for years to come. 3. I will cancel and get out of my US Airways dividend miles. 4. I will strive to never fly US Airways again. I can assure you US Airways lost at least USD 5K business / year today because of the conduct of these two representatives, for I will persevere to make sure me or my family or my friends or peers never fly US Airways. 5. I will also file other forms of complaints as possible.

To make a long story as short as possible, she was denied boarding and told to leave the plane immediately. Initially we were told it was the head stewardess's call. When asked she said it was the captain's call citing that there was no place to land in an emergency. I stated that our flight path would take us over cities such as Brasilia, Manaus, and a host of Caribbean airports, not to mention Florida and Georgia airports. I also mentioned that this was not an emergency as she was fine as most people are after vomiting. The captain would not speak to me and we had to deplane.

This removal was in breach of the US Airways contract of carriage (Revision 1/16/2014) Chapter 3 (Refusal to transport), Section 03-01, Paragraph 6, Bullets 10 and 16 because we were never reviewed by a US Airways' medical adviser. If the captain is considered the medical adviser, he certainly did not ascertain the severity of the problem as he did not leave the flight deck.

Additionally, the supervisor would not provide lodging by the airline and left us to fend for ourselves at midnight, on a Saturday, in Sao Paulo, during the World Cup, knowing that we do not speak Portuguese. To be brief, finding a room was difficult due to language challenges and last-minute availability. She did finally offer one option but at a price point well beyond our means. Ultimately we had to choose another option without the help of the airline.

We were also told that we would have to pay the fare difference for the new flight, but I was able to fight against that and we were rebooked on an American flight for June 22. However, she could not honor my girlfriend's special meal request that had been made weeks prior. In effect, US Airways would not accommodate or at least try to accommodate a traveler with diagnosed and documented Celiac Disease. In summary, the flight did not meet our expectations for the following reasons:

- We were not provided with special dietary meals as requested for a passenger with a documented disease.

I have a complaint with US Airways currently open. However, many of my above points were ignored and instead they focus on the point that I volunteered to leave the plane to stay with my girlfriend. I am not sure who would have actually relaxed in their seat and flown away while their significant other was thrown into a very tough situation - but US Airways apparently thinks that is how people should behave.

The 'AoG" was a T storm. If the plane had been in good working order the 'AoG' would have been irrelevant. Was it necessary to be rude to an old lady? One rude agent may be an exception, two rude agents looks like a rule. We have options; she will not fly AA again.

L.A. flight: Delayed for three hours because of the weather in Philadelphia? The personnel unable to help - they were confused.

Philadelphia flight: Delayed because lack of employees. Personnel unable to help - they were confused.

Departure back to US: We checked in at 10:30 am. Confirmation at 10:35 am, all OK. 10:45 we get an email flight is been canceled. Contacted USAir and tell us all outbound flights are canceled - they cannot offer us another flight until 3 days from our original date. 4:00 pm we checked the Hotel Flights screen at the lobby and there are flights going out. We called USAir back and with pressure they booked us to depart at 3:00 am of same day to Munich and depart at 7:00 am to Philadelphia. When arrived in Philadelphia, a total chaos. They changed gates and departure time twice and delayed three hours again and Personnel unable to help - they were confused. For USAir merging with American Airlines looks like they went backwards instead of frontwards.

I left from Jacksonville and thunderstorms arose from no where covering much of the state and the rain was a pour. Prohibiting fast travel. I got to the airport at 7:30pm and was not so busy no luggage to check, just a few gates, no lines, so I thought I am good, right? Wrong! When I got to the counter for American Airlines it was empty. Now this was startling to me because they had planes on the ground and that is just good business. Their kiosk did not work so there was no way to check in or obtain a boarding pass. TSA directs me to the baggage claim for help and no one in baggage claim would contact customer service nor could they help. I contacted customer after 3 hours of dropped calls and long waits for contact with a human voice. Customer service had canceled my flight as a no show and told me that I had to book another flight. There where 2 legs to the flight. So I could see canceling that leg, but to cancel the total flight... are you serious?

Priceline informed me that they could do nothing, but they would be keeping my money and that was that. Now me being the person that I am... I call a spade a spade and this was clearly wrong and unjustified. These airline mergers and reduction of service do not serve the public at all. Flights keep increasing while service suffers and consumers are treated with disdain and don't seek avenues for resolution and that provide notice to other consumers. I am delayed on a business opportunity as a result, but I did get smarter as a result of this rendezvous with injustice. I went direct to a counter in Ft. Lauderdale and found that JetBlue and Nassau Air are inexpensive and accommodating. Direct is better than Priceline and airlines with increasing deficiencies. I am an advocate for destination countries Airlines and I will fly via their Airline in the future because after all if I am traveling to a country that has their own why not be direct? American businesses in some cases take local consumers for granted. We need to take the time to deliver complaints and avoidance of businesses that have a don't care attitude.

I am boycotting American Airlines and Priceline.com pending resolution of the complaints that I have filed against both as promised to their customer service teams. I escalated my concerns, but did not get resolution with their customer service team, most of which is outsourced and without teeth to act. This in itself says that companies hire teams to hear concerns and provide no effective remediation via escalation and they have no way to make a consumer whole. I filed complaints with a Consumer Complaints Organization, FAA, Federal and State DOT, FTC, Inspector Generals Office, DOJ and Attorney Generals Office. I plan to issue letters and direct letters to my attorney. File a civil and criminal complaint as well as file a UCC claim against the CEO, President and Operations Officers of both Business as well as the corporate entities themselves on any assets that I can identify.

Now this may seem overboard, but if you are wronged you have to let the parties that wronged you know first that I don't want to engage in litigation, but if you do not make me whole that I will engage and I will not stop until I have resolution. Please take note and do the same when this happens to you. If you are interested in the results subscribe to this blog.

The next day I called the numbers 15 times and spoke with Bebe who is the most incompetent person I have ever spoken with in my life and got no resolution at all. I then found a phone number for customer relations online, I called this number and after being on hold for 48 minutes was disconnected. After that complete waste of time I emailed a complaint. Then today I called customer relations again and spoke with Ana-Lise ** who said she would forward the complaint to a management team. I just think this situation is completely ridiculous. I checked in my non damaged bag at the beginning of my flight and after the flight, my bag was returned back to be damaged and that is not my fault. The file locator number for this debacle is **.

The attendants were rude, did not follow the regular procedure of asking volunteers to surrender the seats. When asked for supervisor, we were told that there was no supervisor. Our checked bags had traveled to New York without us, Airline will not let us travel till our bags came back to us at St Louis. After 24 hours, we had to take Delta for the travel. American Airlines did not compensate in any way except an e-mail for apology and asking me to keep on using their airlines.

All three times, I was told there are no black out flights for the trip I take. I then asked them to check the availability for my specific trip. Unfortunately, my dates are set. I work at a public school and my days are not flexible. I was told, every time, that there were no limits, as long as there were seats available. I just tried to book my trip using my Dividend miles and was told that I cannot. I then called and spoke with someone who, rather rudely, told me they were now all booked. The seating shows the planes practically empty? The representative then told me I was not a "paying customer" and that what I was attempting to do was get something for free. Was this dialogue acceptable? I think not.

The bus they provided had no air conditioning and the driver had to drive about 30 people from Wisconsin to Chicago, which was 1 hour and 40 minute drive. Afterwards, we were told that instead of checking our bags with American, that we had to check them with US Airways. American Eagle is THE WORST AIRLINE COMPANY TO TRAVEL WITH. I would rather take a Greyhound bus than fly with these incompetent morons. How is this company still in business with service this awful, I have no idea? After reading all the other reviews, I agree, will never travel with this company again.

I needed to get to Rochester for an important meeting the next day so I decided to get a flight change to Buffalo and then to rent a car for Rochester. While on the phone with the US Air c/s rep, I asked if I could be reimbursed for the rental car. She said "no" and when I asked why that wouldn't be possible since they would have had to reimburse a hotel room if I didn't reschedule my flight, she said, "We can change the flight or reimburse a rental car but not both." She went on to ask if I wanted to rent a car from Charlotte to drive to Rochester. That sounded strange but I needed to get to Rochester.

When I went to the c/s desk in Charlotte to get the new boarding pass to Buffalo, I asked them about the situation. They said my rental could be reimbursed if the flight was cancelled due to mechanical failure or flight crew issues. When I asked why flight 2800 was cancelled, they said, "Mechanical issues". This made perfect sense. It also made sense to me why US Airways wouldn't tell all of us that information at the original gate. It was Disinformation. If someone just says "I don't know", customers can't use the terminology "mechanical failure" when rebooking flights, asking for reimbursement for hotels, or asking for reimbursement for rental cars to original destinations. I then went to the gate for the Rochester, NY flight where the gate agent told me the same thing. Flight 2800 had a mechanical failure so I should be able to be reimbursed.

I, being an enterprising and efficient young man, solicited passengers who had also been bumped and who had changed to the Buffalo flight with the hopes of getting friends or family from Rochester to drive the 1.5 hours to Buffalo and pick them up at midnight, then drive the 1.5 hours back home to Rochester. I connected with 3 intrepid souls who made my journey much lighter and kept me awake on the drive.

When I contacted US Airways to request reimbursement, they offered me a $75 voucher and did not quote, cite, or point towards any customer service policy related to why they were not reimbursing my rental car and mileage. I responded that this was a slap in the face and I sent every receipt as well as a recollection of the events and the poor service they had offered. They responded with another "We're very sorry" email that was ALSO lacking citation or reference to official policies or procedures while still neither denying nor confirming mechanical failure on flight 2800.

My experience with US Airways is summed up in 3 words: Incompetence - why would the mechanical crew not be able to answer the gate agent's request about the status of the flight after 3 hours of delay? Why would the gate agents not give customers a simple answer as to the status of a flight that had been delayed for 3 hours, then cancelled? Is "I don't know" good enough for the "professionals" at US Airways? Disinformation - Keeping your mouth shut at US Airways saves the company money so just say "I don't know" until the customer goes away either disgruntled or quietly (either is ok). Misinformation- We can do this but not that. We will reimburse for these reasons. But, when the rubber hits the road, no one quotes, cites, or points to official policy. Is there not an official policy with regard to flight reimbursements? I will never fly US Airways again. I have a family of 4 and it's worth 2 or 3 hundred dollars more for us, as a family, to never, ever fly US Airways again. Goodbye Turkeys!

This happened a couple of times. I didn't try yesterday because it was a holiday and I was busy. I got through today and tried to book and they told me I couldn’t use the voucher now because it required 14 days advance notice. Had they answered my call on the 3rd I would have been at 15 days and been able to use it. Feels to me like they did that on purpose. The airlines have eliminated so many seats and planes and jacked up the prices. They don’t have to show their passengers any respect. They don’t want to let people use miles and vouchers because they can now sell all available seats.

In the past 24 months since I have joined the US Air dividend miles club, I have had my luggage arrive a day late in Vegas, a flight to Boston completely cancelled, bumped from a flight out of Richmond because they said I was too late to check in - 40 minutes prior to departure and in Richmond it is five minutes from check in to gate, no security lines - basically they gave my seat away, a 2.5 hour delay out of Philly, then this experience trying to use my voucher. I did file a complaint and I got one email saying after several attempts calling me they were giving up - but they didn’t call me. And one voice mail where the guy said, “I can't leave you a number to reach me but I will try again,” never heard from him. To this point I have yet to speak to a human at US Air other than today when the person told me I couldn’t use the companion pass.

I was so shocked and disappointed, I agreed to this. I left airport sick to my stomach. I never got email notifying me of cancellation. On my drive home, I called customer service to ask if i could leave on 7/4... they recalculated trip to now cost $200 more and said they couldn't honor price I had previously paid because I cancelled my original trip 10 minutes earlier. Thanks US airways for not getting me to my destination.

Between 2:10 pm to 5 pm: Skirting the Problem and Avoiding the customer - In 3 hours at AA gate T10/9 I informed staff multiple times of my connecting flight (Different carrier) at 8:45pm but I am told "not to worry." They could have put me another flight but instead I get an apathetic "not to worry."

8:05 pm: Denied Connection and Lying - Arrive Chicago airport. Denied 8:45 pm connection and asked to fly 24 hours later at 8:45pm. AA Lady staff says it "weather problem" that led to 4236 delay and that she generously will provide discount hotel at $69 for the night.

8:30pm: When I tell AA why other carrier flights were on time and not impacted by weather, they changed stance and say "It's not weather problem" and that their own staff lead to delay. I then get offered a free night stay.

8:30 pm: No Help! Sorry: I inform AA that I have inquired with Turkish Airlines and they have business class seats available on a flight going in few hours. Considering my medical state and that it is totally AA's fault that I stranded at the airport I was hoping positive response but the Answer was NO.

11:46 pm, July 1st: Stuck in an unwanted place - It's midnight and I am stuck in a hotel popping painkillers waiting for 18 hrs to pass.

Two days later, we received a phone call from USAIR in DCA saying both bags had arrived and would be delivered to our home. However, only one bag was delivered and the driver told us he had only been given the one bag. It took 16 days to finally receive the second bag after nearly 30 phone calls to USAIR Central Baggage in Phoenix, hours of filling out online forms, and the inconvenience of the missing items. Finally, we received a phone call at 11:00 pm on June 9th from an employee at the Honolulu Airport who had noted our number on the ID on the suitcase. He said the bag would be sent promptly to DCA that night, but it seems he did not enter it properly into the AA system, and no one was able to track it for two more days. Again, USAIR was unable to access the AA system or anyone else as the systems are separate.

Since **’s flight to DCA was on USAIR, they have been the ones with the responsibility and record number. An employee, **, who is located in Phoenix, has been my contact. He has been thwarted at every turn by the fact that USAIR and AA are still operating on separate systems. He has remained professional and patient, but no one else seems to have stepped up to the plate and made an effort to resolve this very stressful situation. I place the great majority of blame on AA as their employees are the ones who likely made the mistake in NY, again in DCA, and lastly in Honolulu.

We finally received a phone call the morning of June 12 from an AA baggage employee at DCA saying the bag had arrived, but since the locator number was from USAIR, there would be further delay as she would need to contact AA and USAIR to resolve the booking of delivery to our house. According to her, due to the volume of work, it would be another 6-8 hours at least before it would be delivered. THEN, just to add insult to injury, the bag was left on our front porch late that afternoon in the rain without any notice. This entire episode has been so UNACCEPTABLE!!!!! The airlines have merged, but not their systems and this is the root of many endemic problems just waiting to happen again. It will be a very long time before we consider flying on either airline again anytime soon.

Upon my arrival at the ticket counter I was informed that my ticket was purchased to July 4th, 2014. I am not sure what happened when I booked my ticket online but I am sure that I had selected June 21st and not July 5th. I am strongly convinced that it could have been a problem with the American Airlines website. With no choice I had to pay a fee of $200 to switch my original flight from Sunday June 22nd to Saturday June 21st on top of paying for another ticket that was wrong.

I then ended up being scheduled to a flight out of Austin at 14:30pm arriving in Boston at 10pm. Right after boarding the airplane and going over the safety announcements the captain announces that there is a problem with the airplane. We waited inside the very hot airplane for about 20 minutes until the captain announced that they had to check if they had the part available to fix the plane. Then the captain announces that the passengers had to deplane. The flight that was supposed to leave at 14:30pm was then scheduled to 16:30 then 16:45 to then 17:00.

I waited in line for 40 minutes to figure it out my connecting flight from Dallas to Boston. There was only one agent helping all the customers. The process was going extremely slow. Your company lacked more staff to assist all the customers. Finally we boarded the place at 17:00 but still had to wait because the crew was not ready to taxi the plane. I missed my 17:40 flight to Boston, to then fly at 19:20 and arrive at Boston at midnight. I now have missed work and overall I just want to make a notice at the quality of service of American Airlines. The customer service over the phone clearly are not trained enough. I obtained mixed information every time I called. The price to make a flight change in less the 24 hours is absurd. Then, the place was not ready. There were not sufficient staff to assist the customers. The place was hot and smelled bad and bathrooms were disgusting.

I have not had any problems with any other companies and I am very pleased with their services. This is not the first time I have had problems with American Airlines and I am extremely disappointed, and I would like to know what actions will American Airlines take to compensate all the stress, inconvenience and financial damages that this incident has caused me.

No empathy and no further explanation. Well, obviously one might have questions. Where will I sleep? What will I eat? How will I get to and from where I'm sleeping? I was told I'd be put in a hotel with transportation to/from the airport. Again, what about my meals? As I am an average human, I do generally eat three meals a day. By my calculation, in 15 hours one generally eats at least two meals; breakfast and lunch (as by the time I'm released from the US Airways flight, it will likely be 435 PM, at least, if there are to be no further delays). My question went unanswered.

Also, like many Americans I have a job to do, which I will miss an entire day of due to this delay. No problem you might be thinking, just call in sick, if you are in fact a real live human reading this. However, there is a problem. I am not the average American. I am part of less than 1% of the US population that decided to raise their hand to volunteer to support and defend the constitution and all of the people it protects in this great nation. Unfortunately I do not have the luxury of calling in sick. We are either on leave, or not. As I only took leave until Sunday, as I believed the flight I purchased would actually arrive relatively close to the time stated on the $466 ticket I purchased, this makes me Absent without leave... or as you may more commonly have heard it, AWOL.

Luckily, my chain of command are reasonable people and I won't be reprimanded, though technically they have the right to. The real problem is I am deploying shortly and have important appointments and training to attend prior to this deployment. When I explained this to the agent, again I was met with no empathy. This training and appointments must still be completed. It will be coming out of my personal time, the limited time I have left before leaving. So, given no empathy or compassion for my situation, I certainly expect my time to be compensated. I asked what I would receive for this grave inconvenience.

The answer of hotel and transportation was reiterated to me. However, this is not compensation. This, and my meals, are the bare bones minimum you have the responsibility to provide to me. I take offense that this attendant was implying that was doing me a favor. I politely responded that this was insufficient. I was told to contact customer relations and he looked onto the next customer. I requested the telephone number of customer relations. I was given the equivalent of a ticket stub in response to my request. I moved aside. I took a few breaths as you can imagine my frustration at this point. I then turned over the stub not to find a phone number, but a mailing address and a website. Frustrated, I proceeded to the website on my tablet. No phone number listed for "customer relations".

How is that possible? How do you perform customer relations via email and regular US mail, which your website also says responses may take up to three days after receipt of email. Further frustrated I called the reservations line listed on the website to try to speak to someone who might find some empathy or compassion... to no avail. I was on hold for 55 minutes before being told to hang up my phone as we were finally about to take off. 55 minutes, on hold, waiting with hope of some empathy or compassion from some representative of this airline and nothing.

Upon exiting my flight that finally arrived in PHX, I was herded into a line with the rest of the passengers to pick up my ticket and my hotel voucher. I was told breakfast was provided and lunch was not. Because your airline has delayed my delivery by over 15 hours I would not be home, able to eat lunch from my own home, instead I will be paying airport prices for something your airline should at least be covering. I ask again for a customer relations number and am again directed to the website. The agent then added good luck, they're not likely to compensate you for anything else. At this point, your airline has sufficiently kicked the hornet's nest.

After kicking the hornet's nest, you then start a fire under the hive...here's how: Fast forward to me waiting for my bag at the carousel, it never coming, and me going to the US Airways baggage claim. Here I wait in line about 20 minutes, finally get to the counter and am told my bag is in holding until my flight 13 hours from now. You are holding my bag hostage. I can request to be reunited with my bag, but it can take a minimum of 45 minutes to 4 hours. Why is customer service dead to your company? First, you delay my flight by 2 hours, leave me standing in line for 30 minutes, on hold for 55 minutes, finally take off to my connecting city, shuffle me into another line, tell me you won't feed me lunch and good luck getting anything else out of you, have me wait for a bag that you didn't tell me you plan to hold hostage, have me wait in another line for 20 minutes, then actually relay to me you are holding my bag hostage and that I won't get to brush my teeth, shower, change my clothes, and send me on my way 11 hours later. What's next? Will you delay/cancel my flight home? I guess we shall find out tomorrow, but how much is one person supposed to take?

How do you propose you will compensate my time since we can see that empathy and compassion are clearly too much to hope for? More importantly though, how will you change how you define customer relations, and how you train your employees, because as I see it now your "customer relations" department should be aptly named the "it's really not my problem" department?

By the time we got through and raced to our plane gate for US Airways 520, it was just in the nick of time to board. However, we were told that the flight was completely booked and the service woman at the gate had to check if we could board. After at least seven minutes, she returned and said it was too late and I could see our plane starting to pull away. They had apparently sold our seats to other people during the initial process of boarding. I would not think that would be proper until we were officially late for the flight. We were sent to US Airways' consumer service desk to re-book. They told us we could add a minimum of $500 per ticket to be added to a long standby list for a mid-day flight but nothing else was available for that day or the next. Our baggage, of course, went on to Baltimore and we had to file a claim and return to the airport the next day to collect our baggage. Not only did we lose over $1,200 in flight costs but upon receiving my husband's returned luggage, his medical vaporizer (worth $200) was stolen.

We missed our family reunion, and despite all the time expended and cost of pre-trip prep (including boarding our pet), there is no consolation for the time set aside by all the busy family members to be together that has now been lost. My husband has not seen his children in five years. We saved up the money to take this trip and received nothing for it. I have submitted claims for all of the above but have so far received form emails apologizing for the confusion going on during the merging of American Airlines and United Airways and that they care about us as customers. I have never been treated so badly by an airline in all the years I have been travelling.

My son had arrived to pick me up and had left when I did not arrive on the flight I should have been on at 6:50 AM that morning. I had to then get a taxi at my expense. Then to a local supermarket where I purchased airtime so that I could use my phone to communicate with your office regarding whether they had found my baggage.. After recovering from my ordeal, my son drove me to my address on 31st May, and stayed with me so that I could purchase the things I needed. I reimburse my son's out of pocket expenses: his parking fee at the airport while waiting for me, his petrol there and back from High Wycombe to Stickney my address, and driving me around, so that I could buy the things I needed that were in my baggage. I paid for food when we had to eat out.. My baggage did not arrive till the 3rd May, five days late.

My total out of pocket monetary expense was three hundred and eighty pounds. I feel I should be compensated for this; the stress and anxiety I will have to your discretion. A very disillusioned customer.

The ultimate insult is the $7 voucher that was given to me for my inconvenience?!?!? Really I can't even get a cup of coffee from Starbucks with $7. This is a business trip that I was flying out on for a 5-million dollar account that I will not be able to attend on time because the connecting flight in Miami (which by the way is another 5-hour delay) will not get me and my co-worker into the Bahamas until 3:50 pm. I would have accept at least some sort of travel voucher for the inconvenience, possible loss of business, an unreasonable amount of time that had to be spend in the airport with little to no information about the flight and the frustration/Stress from inadequate information provided by your employees, but this was never offered. I am very disappointed that I have write this letter and ask for something that should have been offered under the circumstances.

I have sent several emails to American Airlines about the dissatisfaction with their service... I have gotten emails back saying they received the complaint but as of yet have they attempted to resolve my complaint!

Agent says this is just a "glitch" and "not to worry about it". Agent says she can't do anything about it, I need to speak to online web services. Online web services says they can't do anything about it, I need to speak to reservations. Baggage information page does not work. No trip itinerary appears under my AAdvantage number, but record locator number brings up reservation with number shown. And THIS is the largest airline in the world? God help us ...

It began with a flight cancellation due to bad weather in New York. Obviously, nobody's fault. As I had a connection in New York, though, it was important for me to get there on time or to explore some other option of getting to Nepal. I spoke with a US Airways agent and she rerouted me through DC, then on to JFK, but I had to leave immediately to get to the airport on time. I inquired why the flight from DC to New York could get there while the one from Pittsburgh could not. It seemed to me that weather is weather, but the agent assured me the flight was not cancelled and listed as on time. That was the last thing that went my way during the entire flight.

At Pittsburgh International Airport, I was unable to check in electronically because I now had four legs to my journey and had to see an agent personally. The agent had no idea why I would have four legs to my flight, looking at me as though I were a fool for thinking I did. He then began checking my luggage, but it was clear he did not know what he was doing. He hand-wrote a luggage tag with the four airports on it and handed me a green sheet of what looked like dot matrix printer paper that had indecipherable characters on it, then assured me my luggage would make it to Kathmandu.

Once I arrived at Reagan, I began my wait for the second leg of the journey, which was, predictably, delayed. Then delayed again. I went to the US Airways customer service desk to inquire about the delays and see whether I would make my connection at JFK in New York City. After waiting for about twenty minutes, I was informed that I was booked on an American flight, so I would have to wait for the American agent.

While the next sequence of events is rather confusing because a lot happened, the end result was that I stood there for about 90 minutes while that agent tried to book me on a flight direct from Dulles (yes, that would require an airport transfer) to Abu Dhabi (the next step on my journey). In the process, I learned that someone had taken my connection from JFK to Abu Dhabi out of the system completely, so I would not have had a flight to board once I arrived in JFK. Anyway, they were unable to change my flight to the Dulles -> Abu Dhabi flight because I had no existing flight to change, they were unable to physically find my luggage anywhere at Reagan International Airport, and while they were fiddling around with this nightmare, my original flight to JFK had begun boarding and they could have just let me get on that one. Incidentally, the agent, who told me they could not transport me to Dulles because the change was due to air traffic control problems (not weather, I was assured), also gave me inaccurate information on how to get from Reagan to Dulles.

Before leaving Reagan, I went down to baggage services to inquire about my luggage. I was told that it was in the process of being loaded onto the plane and I would have to wait over 30 minutes for them to retrieve it, but that it would still get to my ultimate destination, since it was tagged to go there. In the interest of saving space, I will summarize the remainder of the flight.

Upon finally arriving at Dulles, I checked in with Etihad Airways, the carrier US had booked me on to Abu Dhabi and then to Kathmandu. I was told I had to check one of my carry-ons at the airport. Upon arriving at Abu Dhabi, I discovered that the American agent at Reagan had given me the incorrect terminal information, someone along the line had also deleted my flight from Abu Dhabi to Kathmandu from the system completely. I lost the seat I had selected weeks in advance due to this mistake (an issue because I am 68 and selected the seat so far in advance for that very reason), neither piece of luggage arrived in Kathmandu, my luggage claim check numbers were not even in the computer system so my luggage could not be tracked, and when my luggage was finally found, I was forced to return to the airport to pick it up at my own personal expense.

Now, to the spectacular customer service failures. I wrote US Airways hoping for some apology for my trouble and, perhaps, a good faith gesture to attempt to win back my business. My trip was off to a horrible start because of US Airways, so I proposed them changing my return flight to an earlier date without penalty. A reasonable request since the flights are flying regardless of whether I am on them or not, the number of changes the airline made on my inbound journey showed that it is simple to do, and I already paid for a ticket on some flight that was going to go from Kathmandu from Pittsburgh, so it would literally cost the airline nothing to offer this as a good faith gesture.

US Airways response was that weather cancellations are beyond their control and I purchased a non-refundable ticket, so they could not change my flight without a change fee. Since my chief complaints were not about a weather cancellation, I thought perhaps they had not fully understood the scope of what had happened. I wrote another email telling them I was not upset about the cancellation, but about every way in which their airline had failed after the cancellation. I also, in the hope that it might help engender some compassion, let them know that my funding for the trip had not gone as far as I had hoped, so I would run out of money before the expiration of five weeks (which is completely true), and asked them again to just at least permit me to change my flight to an earlier flight. Their response was, again, that weather issues are beyond their control and I purchased a non-refundable ticket, so they could not change it without penalty.

My next email was a bit more blunt and I told them I intended to share my story with as many people as possible because of their failures. I reiterated (even going so far as to use capital letters and exclamation points) that I was not complaining about the flight delays. I, again, outlined the ways in which their airline had, through human error and incompetence, failed and caused me significant inconvenience, going so far as to tell them my entire trip was ruined because of this (which is also completely true). Wanna guess what their response was? Weather delays and non-refundable ticket.

In several more emails (each angrier than the last) I specifically told them what outlets I would be sharing my story with, that friends had already told me they would not fly US Airways or American, that my story would reach many ears and eyes, and that all I was asking for was some admission of responsibility, an apology, and a good faith gesture that would cost the airline absolutely nothing to extend. Weather delays and non-refundable ticket. I set a deadline by which I would begin my campaign against US Airways and American, encouraging them to involve other departments. My frustration and anger began to show in my emails. Weather delays and non-refundable ticket.

At one point, they acknowledged that my luggage was lost, but claimed it was entirely Etihad's responsibility since they were the last carrier. Completely inaccurate since the luggage was lost due to US Airways incompetence. I know this because my luggage never even made it to Etihad, let alone through Etihad. And I am convinced the luggage that they lost from the Etihad portion of the flight was lost because someone from US Airways or American took entire legs of my journey out of the system. After all, it now seems obvious that an airline would not put a piece of luggage on a plane belonging to someone who is not even on that plane. Of course it never made it to Kathmandu.

I wrote them back advising them that the deadline had still not passed, so they had time to do the right thing. I also shared my story with their vice president in charge of corporate affairs, Stephen L. Johnson. This morning, I awoke to two emails from US Airways. Both of which basically said they are not responsible for weather delays and I purchased a non-refundable ticket so they would do absolutely nothing.

Each leg of my inbound journey contained multiple failures on the part of US Airways. Failures they have refused to acknowledge or take responsibility for. Each email response to my concerns was a slap to my face and an insult to my intelligence. And each one made me more furious than the last. I have now spent three weeks dealing with this incompetence and malicious indifference and have been completely unable to enjoy my experience (a real once in a lifetime opportunity).

It would have been so easy to show me they cared and keep me as a satisfied customer. In fact, if they had extended any type of gesture and not completely ignored every one of my concerns, I probably would have become a defender of the airline and encouraged people to fly them. After all, mistakes sometimes happen, but it is what we do after those mistakes that reveals our true character.

US Airways has revealed itself as a cruel, compassionless company that does not care about its customers at all. I am now 9,000 miles from home and nearly out of money, so I will be cutting my food consumption down to one meal a day of rice and water and spending the remainder of my days in my pre-paid hotel room. What was a golden customer relations opportunity for US Airways has turned into a complete and utter nightmare for me. And it would cost US Airways absolutely nothing to do right by me.

It is because of this attitude and complete lack of concern for its customers that I implore you to never fly US Airways or American Airlines again. I understand that budgets sometimes dictate travel plans, but the only way a company like this can learn a lesson is if it a very public one and it costs them money. Money seems to be the sole motivating factor for US Airways anyway. As a stranded traveler, please heed my warning and do not subject yourself to the risks and frustrations of flying US Airways or American. You may get lucky and avoid problems such as mine, but is it really worth the risk?

So we decided to use the Voucher for a flight and give American another chance here in June. Boy, was that a HUGE error on our part! We booked a flight for June 14 and realized it was the wrong flight, so called in right after realizing it to correct the mistake. So instead of the correct flight being booked, a flight for the wrong day was booked. Now it's a HUGE mess. So I call after work to straighten it out. HA, what a joke. Your rep and SUPERVISOR would not listen and either does not understand that the customer should be heard and not interrupted or talked over. Needless to say, EVERYTHING has been cancelled with American, disputed with Credit Card company, and WE WILL NEVER USE YOU AGAIN!

My husband had just coached an elementary chess team from the Bronx who were attending the National Chess Championships being held in Dallas. The reason I am writing is because after we were offered two vouchers for $500 and told to hand the ticket agent our tickets for our two seats # 11e& #11f we literally were held from boarding to wait for the two people who they were requesting we give up the seats for. The people never showed and we were boarded last and never benefited in any way for volunteering. It was like adding insult to injury because now our bags were no longer able to go on the plane but had to be tagged and put under the plane because there was no more room in overhead bins. I felt like we were punished for making the sacrifice to wait in the airport longer and wait to be boarded absolutely last. It did not leave us feeling very good about American Airlines.

I protested to having a passenger placed in our row and explained my situation, that I could really use the extra space if no one was assigned to the 3rd seat in our row, and that I held the tickets to the window and aisle seats in my possession (I showed her at her request, seats 32 A and C). I asked that if the last row of the plane was going to be kept clear, could Sadie and I please move into that row where we would be much more comfortable. The flight attendant then explained to me that clearing the last row was on the orders of the captain and I was delaying our ability to take off. Several of the other passengers complained, particularly those being moved from aisle/window in the last row to middle seats, and received the same explanation. Thinking that there must be a safety issue with the last row of the plane, I resigned myself to the situation.

It was difficult to keep my sleeping 5-year-old within the confines of our two seats, and my feet swelled immensely on the flight. I was uncomfortable and not able to sleep at all. I'll agree that none of this is the end of the world, and could easily have happened anyway had a passenger actually purchased the 3rd seat in our row. But I was quite angry when I stood up to use the restroom after takeoff and saw that the flight attendants had actually cleared that last row so that they could lounge out there during the flight. I'm pregnant and have to use the restroom frequently (waking the woman they placed in the aisle seat each time), and went to the back several times, each time passing the 3 flight attendants, two sharing a row on one side, and one with a row to herself on the other side, happily using their phones and iPads, spreading out their books and magazines, and generally enjoying a comfortable ride cross country.

I feel strongly that we, the paying customers, should reap the benefits when a flight doesn't sell out. If the airline would like to prioritize comfortable seating for flight attendants, then those rear seats should not be assigned to avoid this situation where passengers are actually moved from their seats to make room. I'm curious if this is in fact a standard practice, as I mentioned I've never seen such a thing before. I think that given my situation, which I was very clear about to the flight attendant (3rd trimester pregnancy travelling alone with a 5-year-old), the extra passenger should have been placed in one of the many other rows with open seats rather than mine.

And finally, I feel that it was very misleading on the part of the flight attendants to me and to the other passengers to represent this as an order of the captain rather than their personal preference to have comfortable seats for themselves at the expense of the passengers. I wrote in to US Airways and hope they will explain if this is something they normally do on red eye flights, and perhaps offer some form of compensation for our inconvenience.

The captain ordered immediate evacuation of the aircraft. The flight attendant was unempathetic and seemed annoyed by the passenger responses. The passengers were notified that the plane was delayed for 30 minutes to later find out the flight was cancelled due to hydraulic system problems. The customer service and professionalism of the airline personnel was much to be desired. While the agent staff and flight crew performed their duties, it was with minimal requirements. With passengers trying to figure out what lies ahead in their schedules, your agents are answering passenger questions slowly and in between, talking and laughing with one another as if your customers are not important.

A man behind me leaned up and said, "In order to work for this airline, you have to portray a do not care attitude." I approached the desk to request my baggage from underneath the plane with others and your agent points us in the direction we are to walk and try to locate customer service at the end of Concourse E. At this time, we were told that no flights were available later that evening. I finally located the customer service area at the other end of Concourse E at the Charlotte NC airport. The airline stated no flights are available for the remainder of the day to Greenville, SC (75 miles). I was advised that the airline tried to get ground transportation to transport the passengers to their Greenville, SC destinations and was unsuccessful.

While all of this is going on, people are still coughing and feeling sick from inhaling hydraulic fluid vapors in the cabin of the aircraft. The really sad thing is when we all got to customer service, your US Air staff was asking for anyone not with the Greenville, SC flight to pass everyone in line and they were helped first. I know it may have made things easier on their end to assist Greenville all at one time but is certainly not a positive impression for your airline, myself or the other passengers.

I did rent a car to proceed to my final destination of 75 miles to Greenville, SC. I was sick, dizzy, experienced chest pain, headache, burning throat/eyes, eyes jumping from left-to-right and coughing. This progressively got worse through the evening. I did go to an urgent care center that evening and reported this to American Airlines customer relations at 7:55 pm May 9th. I also reported to poison control as I was getting concerned that I may have inhaled a very dangerous amount of these fumes. I was given steroids for my lungs and have not felt normal yet.

I have resided in Charlotte, flown into this terminal numerous times and know this airport well. I had extreme difficulty locating the baggage area to pick up my bags; I got lost several times getting out of the airport and got lost leaving the airport in route to Greenville, SC. I absolutely could not think straight. US Airlines would not cover my car rental cost or acknowledge medical needs from sitting in an aircraft for 30 minutes inhaling a great amount of hydraulic fluid leakage vapors. Not one time did any of the US Air staff ask any of the coughing passengers are they okay or show concern for the situation. I feel the fumes that I inhaled did indeed compromise my health. I hope to feel back to normal soon.

US Airlines Customer Service Response: we cannot reimburse for car rental but will provide credit for your flight in a voucher you can use on another flight. I would not use this airline again! I had an experience with Delta in the past. They really stepped up to the plate and the customer was their priority!

The next day we all arrived at the airport again, even boarded the plane. We got on the runway a few minutes later, the captain got on the intercom and told us we had to get back to the terminal due to a window being broken. WoW 2 maintenance issues.. How can an airline ruin someone's vacation and not rectify the problems? Instead, they took over a $1000.00 of our vacation money and didn't give anything to rectify the problem..

After an hour of waiting in line, an agent decided to pass out cards with instructions on how to contact US Airways via phone. The agent on the phone instructed us to make the mad dash from terminal E to terminal B as we were booked on a connecting flight leaving in 10 minutes. After running through the airport, we arrived only to be met by two other customers attempting to board this flight with only ONE standby seat available. The agent at the desk of Terminal E - Erika ** - is the most disgusting, rude, unprofessional human being alive. She had the audacity to roll her eyes at another customer when she voiced her frustrations of waiting 9+ hours at the airport for a standby seat.

Needless to say, we had to find a hotel room in Charlotte at 11PM at night and were booked for a flight the next afternoon at 4:30PM! No offer of another carrier leaving earlier, no offer of compensation for a hotel room, no offer of recourse for having us miss my uncle's graduation due to their 30 HOUR DELAY!!!! This doesn't even cover the 6 hour delay we had on the return flight home! I wouldn't fly again on US Airways if the apocalypse was nigh and US Airways was the only entrance to heaven.

After 2 hours on the phone with US Airways (and high international calling fees, using my cell phone), the final cost to change the flight and upgrade 2 of us to business class, cost over $8,000. Even though I have proof of my son's diagnosis, and have written numerous complaints to US Airways, the only thing they've said to me is "We're sorry you were not satisfied with the cost of your seats, but there's nothing we can do". I've never come across a company with so little sympathy for a sick child, and cannot believe that I was charged such an incredibly outrageous amount of money which will take me YEARS to pay off. I'm beside myself with anger. If I ever have the choice again, I will NEVER fly on US Airways EVER AGAIN!

When asking who I could file a complaint with, I was then told I would have to submit an online complaint. When I asked how I was supposed to have internet or phone access on an aircraft carrier... in the middle of the ocean... I was told that I would have to contact them whenever possible. Which will be very unlikely to happen over the next 6 months. Also, why would I file a complaint when it clearly isn't going to be reviewed or even taken into consideration. Especially due to the fact that I'm positive many people have filed complaints and they have yet to do anything to fix themselves. I would not recommend US Airways to ANYONE, whatsoever. Their airline is bogus, dishonest, and they're only there to rip off the customer. I refuse to give them any rating because they refuse to give me decent and cooperative customer service. If I had to rate them, it would be a negative 9000.

When it was finally my turn at the desk, she told me I was 2 minutes late, that she would not print my boarding pass, and I therefore could not get on the flight, even though I had been standing there trying to get SOMEONE to print the ticket for the preceding 30 min. I am an emergency physician and informed her that is was important that I board that plane in order to get to a shift at the hospital that evening. Her only response was, "Well, it looks like you should have been here 2 min ago." When I asked "Emily" her last name, she removed her ID from around her neck and said, "Our company doesn't permit us to give our names to the public." I understand this was a stressful day for her, as it was for all of us, but it felt as if she was using her position in order to exert some level of power, not to mention being downright mean, work avoidant, and taking no responsibility or initiative. Very unhappy with Emily ** and American Airlines for making a bad situation just miserable.

In summary, I paid an extra $112 to have a guaranteed seat next to my new husband. I think this is a bogus charge by your airline to create revenue BUT I paid it as I still have gotten no reply to any emails I have forwarded to customer service for consideration of an assigned seat next to my traveling partner. I am extremely frustrated by this experience. From a net promoter score point of view, I unfortunately will be one of detractors from your score as I share my frustrating story. I remain a committed DELTA Airlines frequent flyer!!"

Due to "maintenance", our flight was cancelled on the morning of our "February Vacation" flight and no other options were available for departure on that day. I am well aware that particular plane was fine and was utilized elsewhere, without any concern for the passengers who had purchased tickets and were depending on this plane and your company to make good on their reservations. This impacted our entire trip to Florida. Later that afternoon, I was contacted by two separate parties, who were monitoring my flight, and I was told that our reservations were relisted on flight #1798 from Boston to Charlotte and then on Flight #1820 from Charlotte to Fort Myers.

I was on the phone with US air for over an hour (for the fourth time that day) and no one could explain why I wasn't notified of this oversight. By that point, it was 4:00 and the flight was scheduled to depart at 5:00. We would not make that flight. Had we known this in advance, we would have been able to enjoy our entire trip without travel and extra costs being incurred. I have been told that the trip would be refunded; however it is the end of April and we still are awaiting a refund. Keep in mind that we are still incurring interest charges.

If this trip did not involve two young children who were promised a vacation to see their grandparents in Florida, honestly I wouldn't have an issue, but this trip was not going to be cancelled because of errors on US Airways' end. Not only was this a complete disaster, but right from the start, my reservations were being changed on their end, making travel and layover stays unrealistic for a family traveling. I have traveled extensively and have never encountered a situation like this before. I would accept vouchers; however, this was such an awful experience, I would prefer not to have to deal with this company again.

When we asked if there was any alternate ways to get these tickets printed, she coldly pointed to the ticket machine and said this: "You can try that machine over there and maybe it might print out tickets but I highly doubt it.” Then she said, "Maybe they can help you" and pointed to some ladies who were checking tickets. When we told them of our plight, one of them said, "Do you have the AA app on your iPhone? Maybe it will allow you to load the image of the ticket and the barcode so they can scan it." Well I did have that app, this too was a futile attempt, as after we were able to get an image of the ticket with a barcode, it could not be scanned by the scanner and then finally we received an error message and a ticket printed out saying "late check-in."

Well, if checking in at home hours before your flight and arriving to the ticket counter 45 minutes before a domestic flight, with no bags to check, was considered a late check in then we were doomed from the start. I was reminded of why I had not even bothered to book a flight with AA in 2 years. We chose American Airlines despite our previous difficulties with this airline 2 years ago when we received boarding passes, but on arrival to the terminal, we denied entry to the aircraft while it was still connected to jet bridge. At that time, the attendant at the terminal was really disgusting and rude in her behavior and spoke to us as though we were idiots deserving of our fate, only to realize we were not the only ones to have slighted by this incompetent airline and staff.

Interesting enough a couple arrived moments later with tickets in hand, expecting to board the flight, which was now detaching from the jet bridge and making its way down the runway with their pets on board to JFK, where they will be shipped off to Italy! Nice. So much for working on improving your airline and returning AA to its former glory. Keep dreaming, because in your dreams anything is possible. This incident reminded me of why I routinely use JetBlue and Southwest. I clearly made a grave error and had a lapse in judgment as I chose AA flight as it was a direct flight and Southwest had a connection flight. Silly me!! I could have been at a Passover Seder right now instead of writing an angry report. This was a very important religious event and clearly AA cares little for its advantage members-as both of these experiences have occurred when I booked tickets with points that I have earned using their AA advantage card.

I have never had any trouble redeeming points from JetBlue or Southwest. Clearly American Airlines needs to change their name as there is not American about them: they mistreat their customers, deny those printed boarding passes and watch them from the ticket counter, as they struggle in frustration to get help anyone else at the terminal. American Airlines, you are the worst airline I have ever had the misfortune of booking a flight with and your representation is well deserved as you are rated the worst airline along with United and that is telling. But keep sending telling yourselves and newspapers/journals that you are striving for excellence and you are making improvements to improve customer satisfaction. One word, "Losers".

My daughter sat down with her eyes watering. The AA employee wasn't violent, but it was completely obnoxious and inappropriate. My husband asked her why she couldn't politely ask her to go to her seat? She became belligerent and said, "end of the conversation." My husband asked her name or number. She refused to give it and loudly said "I won't give you that, but you are Mr. And Mrs **!" Again announcing this in a very loud voice making a scandal.

When I told her she can't manhandle people's children, she said she wasn't worried about it. She acted like the belligerent teenager lashing out. She never apologized or explained that the captain was using the restroom which was never announced. My daughter went to see Colleges in NY. She is a very smart, sweet girl and is in no way a terror threat to even the most ignorant observer. I can't begin to explain how disturbing it was to witness an airline employee manhandle my daughter - my child, and treat her so offensively. She simply went on, to mistreat us, AA customers, with a complete sense of entitlement.

I have never seen anything like that in my life. There is something seriously wrong with AA stewardesses. I'm sure most are great, but there are so many notoriously nasty ones that most people avoid AA even if having to pay a little more. This time it is no joke. She finally claimed her name was "Denise" and someone else said she was #4. If this was an offense to me, I would simply blow it off. It was unethical, abusive, and offensiveness for an AA employee to do this to a young girl. Nasty and obnoxious is one thing, this felt like an assault. Imagine if it was your child AA managers!!!!!

AA replied: As we integrate our two airlines, our goal is simple: restore American Airlines to its status as the greatest airline in the world. That's why we're taking delivery of two new aircraft every week, have given you access to the world's best network through a codeshare agreement and now offer the ability to earn and redeem miles on both carriers. As we continue to align our business, we have a few updates to share with you about our new award travel levels and checked bag policies: New! No blackout dates. Effective today for travel starting June 1, 2014, you can now use your miles for any seat on any US Airways flight. Award amounts will vary by date and a few select dates are offered at higher mileage levels throughout the year. Redeem for less. You'll notice changes to our medium and high award travel tiers which now Less.

Called US Airways reservations and they said they have no record. After hours on hold, was told there was a mess up on website. They said they would release the funds and I would need to start all over with booking process. THEY TOOK 7 DAYS TO RELEASE THE FUNDS. I then tried again to book the flights (using a different computer and credit card than the first time). THE SAME THING HAPPENED TO ME AGAIN. Credit card charged, no reservation. Tried calling internet support for help. They barely spoke English.

I got hung up on the first time, called back and he told me he couldn't help me because I didn't have an error code. Called back again and Internet support guy called me a liar and said there was not hold on the card, told me it was denied. When I told them the credit card company said the charge was approved and hold was in place for $4,000, internet support guy said the credit card company was lying. Sitting here once again with a $ 4,000 hold on my card and NO airline tickets. Pretty sure this is on the verge of unethical. Nobody at US airways wants to take ownership of problems with the booking website. Disgusting.

I brought my entire suitcase back to the airport, as instructed, made an official report, allowed the woman working to take photos on her iPhone that she explained would be added to my file, and was sent on my way with the paperwork. Two brand new pairs of shoes, two dressed, necklaces, Christmas gifts, blouses were ruined, not to mention the bag had a horrible smell and all of the clothing had to be dry cleaned on the 23rd of December. The earliest the items could be cleaned and returned to me was Friday the 27th. My flight returning to Fort Lauderdale was on the 26th. One of the dresses ran all over a pair of shoes and itself, while Christmas wrapping paper ruined a blouse and everything else not black in the bag, jewelry was found broken, and then the water seeped in between all of my leather items causing them to wrinkle and now are falling apart.

I strategically packed my suitcase and carry-on for my trip. I wanted to be fully liable for my clothing, shoes, gifts, etc. that was in the bag because I knew they were expensive and fragile. Hints, packaging cheaper and replaceable items in the suitcase that I paid $25 each way to ship that I found was ruined on my return trip, only after arriving home from work over 9 hours after my flight. Most of the contents of my bag cannot be replaced as they are no longer made or items of a previous season. After submitting all paperwork and photos I had to the damaged baggage department and making three phone calls with a voicemail, to which one was returned, almost a month later I received a call from the most unpleasant and demeaning woman I have ever had the displeasure to speak to. Her name is "Linda **" from the Arizona office.

Our first phone conversation left me with immense anxiety and literally ruined my day. Outside of the fact that she was completely unfriendly and quite frankly, unprofessional, she proceeded to make me feel as though this entire situation was my fault because I own a few nice things that I wanted to wear fresh and new for Christmas and demanded that I send in my items to not have them returned to more or less see if the damage was my own fabrication or real. Along with this, she argued that based on the fact that I can still wear the items that they basically do not need to be replaced by the airline. Of course stained shoes and clothing could be worn, but would you wear them? Honestly, I do not feel comfortable sending in the items for fear that they will go missing or lost before they can be evaluated, therefore, ruining my evidence.

Beyond this, in our second horrific phone call, Linda told me that she has it "verified" that no one from the US Airways baggage center at the Louisville airport ever saw me, my bag, filled out paper work for me, or took photos on their personal iPhone. She even took it further and said multiple times that I "Never went to the Louisville airport with my damaged bag." If this is the case, then why would I have a receipt from the parking garage of the airport for that afternoon and even further how would I have a printed report that has a quick paragraph on the damage, written in US airway's computer system, printed and handed to me? Linda's only response was that I never went to the airport.

After this I worked on collecting receipts from the people who had gifted me the items, some of which were clients that honestly were offended that I even asked and also that I got my gifts ruined. Once I was back from vacation, I faxed them on Friday, February 14, in attention to "Linda **" with a note asking her to please review her facts as I have proof that I returned to the Louisville airport within 30 minutes of receiving my bag. I received yet another unpleasant call from Linda ** in Arizona on Wednesday, February 19th, to state that I had never submitted receipts, she's going on vacation that Sunday, and wants to get my claim "over with." I told her when exactly I faxed it and that I even checked the fax machine to make sure it was completed, which it was. Again, she persisted that I never sent it, yet again insinuating that I am a liar. I told her I was sick and that when I return to work the next day I would be more than happy to fax again and would like an immediate call to confirm she received them this time.

Within 10 minutes the phone rang again, still shaking from anxiety of her first call, I answer to be told that none of my receipts are real and none of them can be verified and that I must send her the items via FedEx. Going back to the first phone call, I was promised that as long as I was able to get some sort of proof of purchase, I would never have to send in my items. I told her I have no problem to send the items under the condition I get them back and further I want an email from her stating I receive my items back in a timely manner. From here she raised her voice and became more condescending than ever. She changed her story to the receipts could not be verified because they did not have phone numbers to which I responded that I knew for a fact half of them did because I remember seeing them on there. Beyond that, how hard would it be to search for the company's number on the internet?

Once she told me I was wrong about the receipts, again insinuating I am a liar, I met my breaking point. I pointed out the multiple times she insinuated that I was lying, which in every situation I have solid proof that I am not. I also explained that I happen to work in customer service and I know for a fact that if I was dishonest and only interested in making a quick dollar off of US Airways, I could sue the company for her harassing me and insinuating I am lying. She then told me she needs to speak to her supervisor in regards to my case, to which I told her, "Better yet, I want to speak to your supervisor." She snickered at me and said in a very antagonistic tone, "You are not going to speak with her and I don't know where she is anyways." Within seconds of this she told me the conversation was over multiple times and hung up on me.

Immediately, I called a customer service number. I was transferred to a supervisor named Miles ** who seemed very concerned, helpful, and apologetic. He listened to everything, ensured me he would investigate and even move it to his supervisor, Diane **, who I would be hearing from by Thursday morning at the latest. It is almost three months that my case has been open, with no sense of it being resolved soon, and three weeks after my initial contact with US Airways customer service, and I have heard from no one in regards to my case. I am starting to feel as though I will need to seek legal advice in regards to my case and the fact that I was told multiple times that I am lying about my case. I would appreciate an immediate response, along with a resolution to my case in the form of full payment for all damaged items and baggage and a refund of my flight and two charges of $25 for additional baggage. I do not ever want to be contacted by Linda ** ever again, I hope that goes without saying.

At approximately 8:10 p.m. I noticed a new flight number posted at D-5. I immediately went to the gate and asked for our flight. I was told the gate had been changed and the flight had left, then they told me it had not left and for us to run to Gate C-something. I asked that they call and tell the plane we were on our way and they said they know who is on the plane. We promptly grabbed a customer service car and raced to the gate only to find the plane had departed.

At this point we went to the first US Air attendant we could find and she said we had to go to customer service. On the way to Customer Service we ran into a man that had the same problem, Divan ** had come off a plane, went directly to the gate and had missed the same plane, he stated it left early. The 3 of us went to customer service, waited in line for about an hour or longer and got to, I believe, her name was Michelle **. She was extremely polite and helpful, said we could not get out until the morning on flight US1993 leaving at 7:44 a.m. and booked the flight.

Michelle listened to my story and that of Divan and said she would have to ask her supervisor to approve getting us a room for the night in North Carolina. She came back with a Mrs. ** (name on her blouse), who stated she was the supervisor and wanted to hear our story. Before I got one minute into our story she said with a very bad attitude that US Airways would not put us up, because in a sense, we were negligent. But Divan got his room paid for. She had a disheveled appearance, looked tired and was obliviously in a cranky mood. She was accusatory in saying why had we not seen the other 130 people leave the gate, why were we not sitting right in front of the gate, and that the phone message for 9:10 p.m., was a courtesy and it was not their job to notify us again of a gate change and another new flight time. She said It was not her problem.

Being put into a defensive position I tried to explain about no 2nd call for the new time or gate change, and no announcement, that I felt some accountability was with the Airline. I thought she was not being empathetic to our situation, She started to raise her voice and say, "I am done talking to you people. It's not my problem," again. At that point I said, "I am going to report you." She ripped up our paperwork in front of our face and other US Airway staff including, Michelle and Divan and said, "I have cancelled your (meaning just me Jim and not my wife) new flight because you cannot threaten me." I told her I had the right to report her to her superiors and she could not do this.

At that point my wife tried to talk to her and get her to change her mind. As I was waiting nearby, my wife walked away from the woman crying and when we were probably 25 yards or more from the desk area, ready to sit in a waiting area seat by another gate, I said to my wife to console her, "Don't worry about that woman, she is just being a **." At that point Mrs. **, who had followed us, again loudly yelled, "I will black ball you from all US Airways flights," and said to a tall man, who worked for US, and under her, "You heard that! He is threatening me again." She then stated that my Wife's trip was now cancelled! The man later told me he heard nothing and I should report her. Later both he and Michelle said they have seen her grumpy/mean attitude many times before.

With writing this letter I am not trying to get Michelle in trouble, in fact Michelle deserves much praise for her ethics, her empathy and in being the kind of employee any business should have. As far as Mrs. ** goes, she was rude, uncaring, and unethical, showed no empathy and acted plain out nasty. She wanted us to know she was the Boss and had control of our lives. It was also illegal of her to threaten me because I said I would write a bad account of her behavior. I am now afraid of repercussions against Michelle ** from Mrs. **.

My points to her were these: Why did I get one call to change the departing time to 9:10 p.m. and not one for a gate change? Why did I get one call to change the departing time to 9:10 p.m. and not one for a time change to 8:23 p.m.? Why would I disregard a call from US Airways that said 9:10 p.m.? Why could I see the gate and not hear any kind of announcement for either? Why after looking at my email later did I see two messages of both time changes but not one for a gate change? Why were our names not called out or announced as needing to be at the gate? Why is a $60 hotel room worth this entire problem when the tickets were worth more than a $1000?

I have all tickets and confirmation paperwork. I also have receipts showing we were at the coffee shop at 8:02 p.m. I also had Divan ** who missed the plane support our claim. I am writing this letter to make a VERY LOUD complaint against Mrs. **. It seems because of a bad day she felt she could be ruthless, mean and threatening, even terrorizing, to my wife and me. She is not the kind of woman who should be anywhere near Customer Service or to be an up front representative of a large Corporation. We went to our flight in the morning and not until we actually entered the plane did we believe we would be let on, we were in fear the entire night and that morning. Is this the new model for American/US Airways?

After a long long while, when the flight was ready to depart, a flight attendant asked me if I can put my purse into the overhead compartment. I told her the purse contains certain items that I don't feel comfortable leaving there but I will make sure it will not move. She did not say anything but left. I thought she agreed that was okay. But she actually asked a rude black flight attendant, and without saying other things, just yelled at me saying that I delayed the flight from flying. I don't understand. They are the ones that made the flight delay, i did not even complain, but they complained about me (I don't know whether she used this attitude because I am an Asian). Besides, now that they discriminate against business trip passengers, for my future business trips, I will never take that company's flight.

I ended up not being able to use my ticket and re-booked it two separate times . The first time I re-booked the ticket to the same destination they charged me $150. The second time they charged me $235. They said it was an extra charge for that destination and a $35 administrative fee. I emailed customer service and they basically said the fee was the right amount and gave no explanation about it.

I am not exaggerating when I say this. This all really happened. When I re-booked the second time I called US Airways directly to make sure there were no mistakes. When I was re-booking the flight the US Airways agent said he could not give me a seat assignment that day. However if I was willing to pay $59 extra he could give me a seat assignment right then. I am not making this up. I didn't want to argue with him so I let it go and decided to call back the next day and get a seat assignment. The following day after being on hold for over 25 minutes the agent got on the phone and immediately gave me seat assignments at no extra charge. You can't make this stuff up.

US Airways is the worst airline I have ever dealt with. JD Power also ranked them as the worst airline with a two star out of five star rating. Avoid flying with them at all cost. In the end my $450 ticket ended up being over $1,100. I am not exaggerating. I am shocked and stunned by the entire experience.

After over 8 hours of sitting in the hot sun they ran up the engines to burn enough fuel to take off. We then had to make an unscheduled stop in Mexico to re-fuel, while in Mexico the airline did bring on board fresh bottled water that they provided at no charge. We arrived in Phoenix late at night missing our connections to Montana. The airline reported that it was weather related (a total fabrication) and refused to pay for hotel, etc. A young couple with 3 children in route to Kodiak, Alaska challenged the attendant at the desk and she called security and had them removed from the airport. They were polite and courteous but firmly requesting assistance, they in no way deserved to be escorted out of the airport. All of us behind them were then horrified and hesitant to challenge the airline. I will never fly on this airline again. If it is the only airline available I will take a boat, bus or car.

After explaining to her that other family issues took priority she told me she had enough of "going back and forth with her and she was handing me over to her supervisor." When I asked TRISH, the Supervisor why my kids and I couldn't get on one of the FOUR later flights being offered that same day she said they cost more than I had originally paid and I would need to pay $600 more to get on a flight closer to the time I was originally scheduled to leave. Thank you TRISH and USAIR Executives for cutting our vacation a day short so you could save (or make) a buck. If you really want to save some money Mr. USAIR Executive you should get rid of your useless Customer Service Reps & Supervisors both of whom offer very little support to your so called "valued" customers. What a joke!!!!!

They were given 30 days to submit the interim expenses for items that were purchased. All required information was submitted to the address provided by AA on 8/17/2013, American Airlines Interim Expense Reimbursement, P.O. Box 619613 MD1322/HDQ, DFW AirPort, TX 75261-9613. It's now 2/5/2014, we have heard a single thing from AA. This is a damn shame. This airline makes lots of money and should not cheat consumer. I have copies of all the documents that were sent to them, whatever you can do to resolve this issue is appreciated. Thanks.

Well the lady that was checking us in and talking to us she was very courteous, very nice, explained as much lies as they told her to tell. I went up to a young man that they said was the shift manager for that section, no name no, no name tag. I ask just like everyone else if I was suppose to get out of the airport, would I be able to get my bags... He said yes... he as if I would like to be separated from my bag to go on another flight. I guess I said I don't mind... But then when he looked in the computer he said I would be better off waiting for the broken plane... I would be on standby if I go for another flight. I have witness for that. Now I have been there for 9 hours in pain, I have bone cancer I take 32 pills daily. I have taken one pill yet... My body was hurting so bad... Everyone is agitated we are all human asking question saying stuff and trying too pass the time

Well the plane got fixed, came to the gate, no crew for at least another hour. In the meantime, a friend of mind who worked at the airport in Providence could tell me that my luggage was in Providence since 7:40 pm... while the manager is looking in my face and telling, "Oh yes, you can have your luggage"... at 8:30pm and I know he was telling a lie and I didn't call him out on it.

When the crew came and everyone was going on board, I have to say I was taken out of the line by the person who said he was a manager and was cursed out... and that he is going to report me because I was flying on a buddy pass and I guess I should sit down, shut up, don't ask question, don't speak if something is wrong you keep it to yourself, I should consider it a privilege but if been treated like the dirt on your shoe is considered privilege and how I was bark at and the snide remarks when I did ask a question, and been pooped on that is not a privilege at all. I have flown with US Airways since 1993 and a gold star member and a frequent flyer... and some offered me this buddy pass to get to the hospital to go see my little girl but what a heart breaker... When I got on the flight, I got down on my knees and deliver that young man over to the hands of the creators. If that is how he treat people that he thinks that are less fortunate, I pray for him.

When we landed at DFW, there was a delay in our deplaning, possibly because of rain. And while sitting at the gate, we saw the baggage handlers throw a number of suitcases from the plane to the tarmac below instead of using the conveyor belt to get the bags out of the plane. We did not see our bags thrown and our bags were not damaged on that leg of the flight. When we were finally allowed to check our bags back in at DFW after a number of hours, we delivered our bags directly into the hands of American Airlines personnel, not porters or curbside check-in personnel. When we next saw our bags, a luggage strap had disappeared from mine and a lock had disappeared from my husband's bag. There was no evidence of inspection by the TSA. Were the missing items lost or stolen while in American Airlines custody? We do not know.

When we arrived at the small Queretaro Airport late at night, there was no one I could find to whom I could make a complaint regarding the missing items. Some days later, when I had internet access, I e-mailed a complaint to American Airlines concerning what I have detailed so far and in response I received an e-mail chiding me for not complying with a "policy" requiring complaints to be made within 24 hours! On our return flight home, I inquired at both the Queretaro and DFW airports about whether the missing items might have turned up and be in a lost and found office, having learned from the American Airlines website that each airport maintained its own "lost and found". At DFW, I was told that if American Airlines finds items such as luggage straps or locks that have come off a suitcase, they do not keep them, but they just throw them away!

When I reclaimed my suitcase at DFW to go through customs, my suitcase emerged seriously damaged. Numerous holes had been chewed in the bottom of the bag by some piece of equipment. The piping around the edges of the bag was chewed up in several places, and a zipper pull had been ripped off. I attempted to file a claim for this damage at DFW and was told that I had to file the claim in SLC when I returned home. I attempted to do that, but the American Airlines representative in SLC at first refused to take the claim because the damage to my suitcase was "external" only. I insisted that the representative take the claim, which she did, but then she denied it on the spot.

I later took the time to write a well-documented complaint about all of this, including pictures of the suitcase damage, and mailed it to American Airlines Customer Service. In response, I received a terse denial of my claims, backing up the actions of American Airlines personnel and refusing any compensation. I fly quite a bit and have seen other airlines offer my traveling companions fair compensation for experiences like this, ranging from a $100 voucher from United to 7500 frequent flier miles from Delta. American Airlines offered not so much as a free drink coupon! Although they said they "regretted" these problems, their actions indicate that they think they can treat their passengers and their passengers' baggage any way that they want and then refuse to do anything at all about the results of their actions.

This is a rip off and poor customer service. And Brandy was supposed to be a supervisor! And yes, I began to raise my voice once she called me desperate. Once I called her out on it she said she has only been apologetic. I asked her to replay the recorded conversation she reminded me at the beginning of the conversation and she wouldn't comply to the request and told me I could write a letter to the complaint department. Which I read could take up to 90 days! With all the modern technology, writing of snail mail is the current way they want to deal with unsatisfied customers? If there was a way to do negative stars in the rating I would.

Yes, you're right, no bag. My trip to the airport cost me $63 in an Uber cab (I can provide you the receipt). In addition, I have paid the $25 fee for a checked bag. My work laptop is in that bag and I have not been able to go to work for two days now! This service is unacceptable. This message may get lost and sit in some mailbox for days or months. This is my feeble attempt to voice the poor or rather lack of customer service and reprehend the agent who really should not ever face a customer. In addition, I would like to get compensated for the additional cab ride and the bag fee. I will also be discontinuing to fly AA. I have been a loyal AAdvantage customer but when I give an airline business for this type of service, it is a waste of my money!

To make things even worse, once we got to Philadelphia they couldn't find the entire flight's luggage. It went from terminal a to terminal c. We waited almost an hour at baggage with nothing coming out! Everyone at this point were angry. A women then told us our luggage went from terminal A to terminal C. They made us walk in the snow and ice to that terminal. God help if any of us fell! Horrible, horrible experience! Will NEVER fly with US Airways again!

He said that my confirmation number was the same as my previous one. I went through the flight and everything was fine. On Friday, November 29, 2013, I received a telephone call from my bank asking if I authorized various charges. One of those charges was done on November 26, 2013 for $450.50. I said yes. On Saturday, November 30, 2013, I went to my bank account and there was a charge for $896.70 and another charge for $25 from US AIRWAYS. I did not approve those charges nor was I notified of those charges or that there was going to be any change the the fair. My account was never charged the amount that I accepted with the reservationist of $450.50.

I never received an email confirming my flight details. I have tried countless times to speak to an agent, customer support, manager, refunds, anyone at US Airways with a shred of authority and have been unsuccessful. I am disheartened and shocked that their customers are treated so unfairly and brushed off as if our complaints are mere. To a working student being charged over $400 is excessive. I had to beg for money so I was able to pay my bills. The level of concern or understanding that US AIRWAYS has for their customers is appalling. It is now December 26, 2013 and this issue has been occurring since November 30, 2013. It has been almost a month and this issue is not yet resolved.

I'm all out of options. I hope that others do not have to go through the same issue that I have been through. It is exhausting, frustrating and upsetting to feel worthless and alone. I may have a different perspective on things, but these companies would not exist if we did not consume or purchase their goods. In the future, my business will be taken elsewhere, in addition, that I will not choose to fly with US Airways or any of US Airways affiliates, regardless of the cost. The headache and hassle I have been through is not worth a cheaper fare.

My daughter went to the US airways terminal and checked herself into a new flight. This flight was delayed 3 1/2 more hours. She got on the plane and they said now Philadelphia is on ground stop. We called Philadelphia airport and they were not on ground stop. They lied! It was air traffic. I do want to say this entire day the weather was fine in Greensboro and Philadelphia. Everything melted from the day before. This was all results of backed up flights and stranded people. After my daughter sat on the plane for 1 full hour at the gate, she finally took off and landed safely home. While all this was going on, I spoke with a woman in "corporate" from US Airways because you could not get through to their customer service line. The woman was HORRIBLE! She said to me my daughter is not a minor. At 15, the airlines say she is an adult. I could not have bought minor assistance because it's for 14 years or younger.

I said, "Yeah, she is an adult not old enough for a job, credit card, driver's license, to rent a hotel room, but she is an adult!" She replied, "Mam, if you have a problem, call the police department. It's not our job to take care of her. She is 15!" When we got through to customer service, we asked how to get her "cash" refunded she paid for her luggage. The woman accused my daughter of lying and never checking the bag. She took a picture of the luggage tag and sent it to us. US Airways is a horrible airline with miserable, nasty people working there with absolutely NO customer service or compassion. It was by far the worst customer service I have ever received in my life. Her Lacrosse stick was never recovered. It is somewhere in luggage at United Airlines in Greensboro, NC.

My daughter went up to the service desk at the gate & stood on the extremely long line to get assistance on a new flight. They told my daughter she was too late on the line & she missed all the flights for the next day. They could get her 24 hours later. She then told them to switch her airport destination to Newark. At this point, my 15-yr old is crying her eyes out, alone in an airport trying to get home & no one helped her. The woman at the desk said there was a flight to Newark leaving that night but because she had "1" checked bag, her Lacrosse stick, she couldn't take that flight. She was crying & saying, "Please just let me on the flight. I'm here alone. I need to get home. I have my carry on & purse here. I don't care about my stick. Please let me on." The woman at the desk said "NO". The pilot saw her crying & arguing, he rolled his eyes & walked away. People were screaming at the lady telling her to let my daughter on. They wouldn't give her a flight. They left her alone in the airport at 15 years old, offered no help with flights, hotel, nothing!

Meanwhile, we were on hold for 30 minutes on US airways & couldn't get through. I had to call the airport police to get her assistance to a Marriott so she could arrive safely. So meanwhile, they wouldn't let her safely board a plane & arrive home safely because of her luggage. The hotel room cost me more money than a replacement Lacrosse stick. She was then stranded alone in North Carolina, the airlines offered no assistance. They took her $25 for her checked bag & did not refund her. They switched her flight to United. Now she needs to find a different airline alone, different gate & pay an additional $25 to board the flight with her stick. She never got the $25 from US airways. She had no money left. We had to beg the girl at the Marriott to give her $20 & we mailed a check to the nice woman to pay her back. The only other way to get her money was to have a stranger Western Union her the money but she would be getting in a car with a stranger. This nightmare hasn't ended. She is attempting to get a flight home today!

Needless to say, "NO ONE" helped my daughter in that airport from that airline! They were rude, no compassion, and left her there to take care of herself. When I finally got through to the airline, they said, "You didn't purchase the minor assistance package." I said that wasn't offered to me. They said, "Oh you're right. Because of the flight set up, it connected to Toronto so it couldn't be offered." I will write a second review on how her experience goes today as she tries to get home to her family! I am APPALLED at the treatment, lack of service, lack of regard for her safety, lack of contact to the parents, lack of everything this airline provided. Now without our consent, they switched her to United today to Newark. We never approved that. She is a minor. What if we didn't know she was headed to Newark instead, she could have picked any destination & no one would have known!

He was flying into Minneapolis on the 25th of November and was flying back on the 29th. While at home, he was granted another two days. I called American Airlines to change his ticket. I was informed that I had not purchased a military ticket and that there was no available flights out on December 1st, there were a lot of people on standby, but to call back since sometimes there are cancellations. She apologized. What? I paid extra for a military ticket that I didn’t get? I called back the next day and was told again that I did not purchase a military ticket and that it would cost me $570.00 to change his flight from Friday to Sunday leaving at the same time.

He needed to be back at the Fort before 5. I argued about the military ticket. I told AA that I paid extra and was guaranteed that if we needed to make changes to the ticket or cancel, we could do so. Now you’re telling me I have no such ticket! My son gave them his superior officer’s name and number to verify that he is indeed in the military and to waive the $200 ticket change price, but it would still cost $370.00. Of course we paid it because spending time with my son before he flies to the Middle East for a year is something I want very much to do. But I am ticked off. I was lied to and cheated. How can you charge someone more for something they are not even receiving? Who does that? Especially to a person in the service?

Come to find out there is no way to check to make sure you have received a military ticket if you do purchase a military ticket. Never again! I had told other soldiers to go through AA because of the great deal I had received. I hope they didn't get screwed the way we did. I will not suggest them to anyone nor will anyone in my family fly with them again. I cannot tell you how angry I am about this.

By far the worst flights I have ever been on. Going and coming from Hawaii. Will never fly AA again. Other complaints: Seats were uncomfortable. (I felt like I had someone sitting in my lap the entire flight). Entertainment sucked. Limited space for carry on.

This is an absolute rip off to the travelling public. The exact amount of the fees that would be charged on any reservation should be stated before the ticket is purchased. I complained to US Airways, Travelocity and the US Dept. of Transportation to no avail. US Airways informed me that they were just doing what they are entitled by the US Dept of Transportation to do and the same with Travelocity. The Dept of Transportation answered my appeal to them with a copy of some kind of communication to American Airlines in 2011 that I didn't even understand. The gist of it was that the airline could not charge a customer a fee without stating on the ticket the exact amount of the cancellation fee, which was not done in my case.

Don't use Travelocity as you can get the same fares they offer directly with the airlines and don't give your money in advance to these airlines unless you know the exact amount you will be charged if you have to change. Cancellation insurance would not have covered my fee for changing as it was not part of their scope as reasons to receive refund. Total rip off. I feel like I have been involved with loan sharking.

Besides this unbearable event, we were also not given one single complimentary snack the entire time we were aboard US Airways. They offered paid snacks but you had to purchase a whole tray of snacks at a high price. No meals were offered without a huge expense and from looking at the meals some customers bought, they were not worth the price being charged. Being forced to change seats and then being stuck in the very last seat the entire duration of the flight to our destination was unbearable.

We were thoroughly exhausted by the time we arrived. We had to keep switching seats because the person on the outside seat had to endure pulling of hair as the people grabbed our seats to balance standing in the aisles, and they bumped our legs and shoulders even though we were completely out of the aisles. The noise of the door slamming, the locks were loud, and the flushes too, meant no sleep whatsoever. The constant smell of feces was humiliating and nauseating.

I would never book a flight that was right next to the restroom so this was extreme torture to be placed in the last seats for two consecutive extremely long flights across the USA. After we arrived, I went to the US Airways desk and tried to find out what happened and I wanted to make sure our seats were not changed for the flight home. They were changed from Phoenix to California and they could not move our seats or so they said even though they obviously did this for someone else. Otherwise we would have had our originally booked seats. So we had to endure another couple hours of the seat banging and feces smell on the way home too.

My husband is now ill with upper respiratory due to the flight with US Airways. It was probably a combination of total exhaustion, stress, and the fact that so much fecal matter was floating through the air during our entire flights. I find US Airways to be a totally disgusting airline to care so little about the concerns of its passengers. I wrote to US Airlines and here's the response:

"Thank you for contacting Customer Relations. We appreciate it when customers take the time to share their concerns. I'm sorry the advanced seat assignment you were given was not the seat you received at the time of your departure. I understand your frustration, as seating arrangements are important to our customers. There are several possibilities for why this happened, such as a change in aircraft, a special needs customer or a child traveling alone. For these reasons, we cannot guarantee specific seats will be available on day of departure.

I have documented your disappointment in there not being complimentary snacks offered on your flight so that our In-Flight Supervisory team can review this internally for any changes that they feel are needed in the future. I regret that these issues created a negative impression of US Airways for you, however, these are not issues that we offer compensation for and I must decline your request. We appreciate and value your business and look forward to serving you on a future US Airways flight."

I assure you that there were no children on board traveling alone as the jet was very small and we saw every single person boarding, and there were no people with special needs and our flight was not changed. What happened was someone requested different seats and ours were given up. I am a diabetic and going without food for any period of time is a medical hazard for me. I never would have imagined that US Airways would decline to offer complimentary food on a flight that spanned that length of time. That is outrageous and I've flown with all the airlines and this is the very first flight I've ever flown on that is so cheap that they don't offer anything complimentary except they did come down the aisles two times during that long flight and offer a small cup of water and soda, that was it.

I've flown with US Airways before, in fact last May 2013, I flew with them and encountered none of these problems. Also I'd like to note that during the flights the pilot gets on the loud speaker and tries to get people to sign up for their credit card and they offer 40,000 free miles, which they say covers the cost of the card, so basically you get nothing for signing up, but if you're not listening carefully, it sounds like you would have received 40,000 miles as a gift. US Airways doesn't give anything as a gift, they are cheapskates.

In the Salisbury after walking across the tarmac, mounting the airplane steps and being seated in the very last row she was asked to leave her seat and return to the airport so another passenger could board. The plane was full of able-bodied adults!! Then she was driven to a book store where she was told to wait for a van which will take her to Philadelphia (she was supposed to change planes in Charlotte), then wait for an evening flight to RSW. On many levels this is beyond unacceptable. She is elderly, partially disabled and traveling alone. She is in pain and scared. She is far too timid to complain, but I'm not. She told me she was offered no compensation, not even a meal voucher for this inconvenience. Her travel day will be much longer and because of her medical problems riding for several hours in a van before waiting for a flight will cause her extreme pain.

I have no idea why one elderly, disabled passenger was forced to leave the plane in Salisbury. My mother is in distress and in pain. I would like this issue to be addressed as soon as possible. In addition to reimbursement for meals I think my mother should be offered vouchers for two round-trip flights and be upgraded to first class on tonight's flight from Philadelphia. I am distraught about this as my mother is on a tight budget and in a lot of pain. She is alone and has no one to help her today during her prolonged trip.

They need to be considerate and helpful. When we ask for help or directions it's their job to help us navigate and make the journey easier. We pay for the ticket. It's not like we are asking for a favor. They also had us check our carry on because they said the flight was full. The weird thing was the flight had more than half of the seats empty. I never saw such an empty plane.

On the way back, it was chaotic. We waited 45 mins for our luggage and it never came out. We went to the baggage service and found out it was sent to Pittsburgh instead of Philadelphia. The agent who handled our claim was very unprofessional. She did not ONCE apologize for their mistake. Then the whole time she was typing our information for the claim, she was mumbling to herself out loud things like, "I already typed that," "This is wrong," etc. By this time, we were wondering if she actually knew what she was doing. After 20 minutes or so, we were told our luggage would be delivered to our house later that evening by car service.

Late afternoon, we received a call from the driver stating she will be at our house around 10-11 pm and if that was okay with us. We said yes and the website tracking info also stated she would be here no later than 10:30 pm. It was 10:55 pm with no sign of our luggage. My husband called the driver. This time, a man answers and states his partner is here and that she will be at our door in 3 minutes WITHOUT even asking my husband who he is. My husband figured they must have saved the contact and hung up. 25 minutes later, still no sign of luggage. My husband called again at 11:20 pm. The driver answered and stated she was 45 mins. to an hour away from our area and that she still had more deliveries to make before ours.

We understand it is just an estimate and there can be delays and waiting for extra 30 mins was not a big deal but she told my husband she would not be able to make it until well after midnight!!! I mean, why did she even bother calling us earlier that day and giving us that estimate? It was Sunday night and we had to go to bed for work the next day so my husband asked the driver if she could leave it at the door. She said we would have to verify that it is our luggage. My husband asked her if it is possible for her to just describe the bag to make sure it is ours so we could go to bed. Driver started giving my husband nasty attitude that she had no time to look in the back and describe our luggage and that she would just leave it at our front door and it would be our job to take care of it if it is not.

We had the picture of the driver and the car she was driving given to us from the website. She was not driving a large delivery van, she was driving a regular sized SUV which can only fit a couple of luggage. I ended up waiting till 12:45 am for our bag to make sure it was ours because we had absolutely no confidence left. We are very disappointed with the manner this was handled by the airline and will avoid flying US Airways.

Upon landing in Dallas Fort Worth, I was notified that my connecting flight to my final destination Vail, CO was delayed. Once off the plane I found my gate and discovered that the flight was delayed an additional hour, approximately. The flight was continuously delayed in small time increments over the course of the following 5 hours until I noticed that the information board behind the counter had gone blank which led me to believe that the flight was cancelled. Along with some of the other passengers, I got into a line assuming I would have to reschedule my flight. An announcement about the flight cancellation for American Airlines flight number 2251 wasn't made for approximately twenty more minutes. I called the re-booking number I was given by an AA employee and was told the earliest I could be booked on a flight to EGE would be Thursday, August 15 in the evening.

To think I couldn't be rerouted or transferred to another airline to get a flight sooner was outrageous. I called the same number again and spoke with a different representative who gave me completely different information and was only able to book me into Grand Junction, CO or Montrose, CO for the following day, Wednesday, August 14. I booked the flight into Grand Junction as I was informed this was my only option. I proceeded to baggage claim as it became clear I would be spending the night in Dallas Fort Worth. At the first AA baggage claim counter, after waiting in a twenty minute line, I was told by the AA representative to go to a different baggage claim desk located in another area of the airport. Upon finding the next desk, there was another twenty minute line I had to wait in to talk to another American Airlines employee who told me there was absolutely nothing he could do for me in an effort to retrieve my bag despite it containing important medications I needed for the night. He instructed me to go to the American Airlines ticket counter to ask for assistance.

The ticket counter had yet another hour and a half long line to wait in. I asked to speak with an AA supervisor who when I addressed did not even look up from her computer before she snapped at me that "No luggage was going to be brought up tonight!" I explained that I had important medications in the bag that I absolutely needed for the night to which she rudely barked, "Then you will need to go to the emergency room!" (**Please see the included information regarding the law below). I was unable to find any assistance from any of the American Airlines employees when it came to what my options would be for my overnight stay in Dallas Fort Worth. I was never offered a hotel voucher or given suggestions for where I could find accommodations and I was never informed that the airport would provide stranded guests with cots and blankets for the night. Every single American Airlines representative I dealt with on this trip was rude, abrasive and unhelpful in every way. In no way was there ever an attempt to accommodate my needs including those of health and safety.

Because the customer service was the most offensive and least helpful that I have ever experienced, I was forced to run around the airport receiving incorrect information from a number of AA employees. Also, I was told my only option was to leave on Thursday, August 15, which was unacceptable as I had an appointment which I could not miss. Due to the incompetence of AA, I would like a full refund of my ticket cost. Also I am requesting a full refund for the rental car and gas that I was required to acquire because American Airlines was unable to get me to my original destination where my personal vehicle was parked. I will require a full refund of the hotel room that I had to buy in Dallas Fort Worth because I was never given a hotel room voucher or informed that cots and blankets would be provided to stranded customers. It also needs to be noted that I would have some names listed of the employees who were so rude and unhelpful except that the majority of American Airlines employees I dealt with made no effort to disclose their name tags which is an FAA violation. I look forward to your response.

**Assistive device means any piece of equipment that assists a passenger with a disability to cope with the effects of his or her disability. Such devices are intended to assist a passenger with a disability to hear, see, communicate, maneuver, or perform other functions of daily life, and may include medical devices and medications.

The non-express lines seemed to move faster than the express lines. Once through passport, we waited for luggage in order to go through customs and then redeposit our "checked through" luggage to be loaded on the plane. Then up 3 floors and a brisk walk to yet another bottleneck - security check - and more chaos, misdirection, and no organized plan for getting "express" people through as quickly as possible. We were assured by AA crew that a lot of people were backed up for our flight, not to worry. It would work out. Once through security, it was a lot of walking, escalators, more walking with one AA crew suggesting that we "speed walk!" When we finally got to the gate, 5 people were ahead of us, angry and frustrated. They had been told that the plane had left the gate. The ticket agents were not helpful.

After a good 20 minutes of making a scene, we were told that the plane was STILL AT THE GATE and that we would be able to board but we would need new boarding passes! My husband and I were the last to get boarding passes. We almost missed out when the ticketing agent walked away after doing the 5 people ahead of us. We then walked down an endless ramp and at the bottom looked down a long corridor and there at the very end was our gate!!! I yelled down the corridor that we were on the way and DO NOT let them close that door. When we finally boarded the plane, the seating on our "new" boarding passes was wrong. The seats were already filled. At that point, my patience ran out and I asked in a VERY LOUD VOICE if there were any seats available. The stewardess was concerned that there weren't two together, I told her to just get us seated.

What idiot thinks that 1 hour and 15 minutes between flights allows enough time to go through passport control, customs, security, walk what must be the total length of the terminal and make your connecting flight???? What idiot sets up a AA crew with no plan for moving a group of "express" people quickly through to their gate? We barely made our connecting flight. The help of the AA terminal crew was polite but I wouldn't call it "help". They didn't know how to do this in an organized manner. American Airlines needs to wake up. I will avoid it at all costs.

Since I travel rarely by air, went into panic mode. I was visibly upset for hours. Several of the airline employees saw this but I was never once spoken too. At around 11pm I was told by another traveler there were cots set-up in one of the terminals. Was never offered apology, a free meal, any help or discount. When contacted Airline by email, they only sent me another email, blaming everything on the weather. I understand the weather is an act of God, but that wasn’t the only problem that day. And again I received no apology, just an excuse in my book.

Upon trying to fly out that same evening, and after talking myself to UA service reps by phone, I realized I was at the mercy of the process and that I would have to fly out the next morning, thus missing a mandatory meeting. I was unhappy by this, not only because a family member had to drive over an hour to pick me back up again, but because I had paid top dollar for a service advertised, yet not honored. Not only that, but I had to connect to an additional airport and layover on the trip back. I lodged a complaint, fully expecting some sort of reimbursement for paying a higher fare for service, yet not getting the service I paid for. I was totally "** slapped" when I got a response almost three weeks later from the customer service feedback department. I was basically told, "Thank you for being a valued customer, but **!!!" The service rep stated that they did not refund based on "environmental Issues", which to me meant a weather issue, not a flat tire, as was the reason given by gate personnel.

When I made a further complaint that I was being lied to by either gate personnel or the customer service rep for the reason for the cancellation... I was again basically told, "Thank you for being a valued customer... but **". When asked for the information to write a letter to the CEO of UA, I was told, "Look it up for yourself!!!" From now on and until the day I die, until I am brought whole again, I will tell everyone who I have influence over to never fly UA!! It will cost them a hundred fold over the amount of money they swindled out of me in respect to what would have been the right thing to do. Can I get an AMEN?

I understand that I bought a non-refundable ticket (for $177 for a one-way flight), in which I called to cancel on that same Friday, October 4, almost 2 weeks before the flight. I have one year from the date of purchase to use my $177 'credit' for a flight, once I pay the re-issue fee of $200 (yes, more than the cost of the actual ticket)! I was informed by a Helen at customer service that I could appeal to waive the $200 re-issue fee to use the ticket, seeing as it can't be returned (which is fine, I understand that). I am not even certain I will be able to use the ticket prior to the September 12, 2014 date as this is the first trip my husband and I have booked in literally 5 years, but if I do, I know we couldn't afford an additional $200 to use the ticket.

This was not a willing choice to cancel the ticket. THE GOVERNMENT SHUT DOWN, subsequently shutting down his school. He simply won't be there, along with many other service men and women due to the government shutdown. Well, US Airways flat out denied my request with an extremely generic, automated response. I am not asking for my $177 back. I am only looking to waive the charge fee. Believe me, this military family finds your customer service un-freaking-real. Your lack of support and understanding astounds me. I will be sure to share my distaste with anyone willing to listen.

Once I spoke to a supervisor (Nate), he helped me get my bags but again I had to drive to Syracuse to get them in time for the funeral, and Nate and his employee (can't remember the name) were less than helpful, and not willing to do their job to make customers happy. It took me 40 minutes of complaining before I even knew where the bag was located, and they were less than competent to help a customer in a professional manner.... ONCE I PICKED MY BAG UP after an HOUR and HALF drive, I was then satisfied and hopeful that this would be the end of the horror story trip with US AIRWAYS BUT I WAS MISTAKEN!!!!

I was taken by surprise to find out that the flight returning home would be delayed due to mechanical issues. Apparently, they had to swap planes to keep us safe which I completely understand and am grateful for! HOWEVER, I was told that the flight would be an hour late getting to us and it was 3 hours late. The lady at the ticket counter gave me a print out of a new itinerary with the mechanical issue in writing as well as a note for work, and told me that she noted the account so I could get a free shuttle to and from the airport in PHL as well as a FREE HOTEL room for the inconvenience because I would not be able to return to ORLANDO until the following day!!! (MISSED AN ENTIRE DAY OF WORK BECAUSE OF THIS and it cost me about $200.00 just in pay.)

When I finally arrived in Philly, the line for the specialty services counter was ridiculous. I had to wait over 45 minutes just be helped and the staff was terrible! There were associates standing around talking about how much they drank during their weekend and they were very unhelpful (some of them seemed as if they were happy at the customers' expense of a horrible trip). When it was my turn in line, the agent couldn't comprehend what I was trying to do, and said that they do not give customers FREE hotels for maintenance issues! She told me that I could receive a discount voucher for a room but couldn't tell me how much I would be saving. When I complained and asked to speak to a supervisor, and showed the lady my itinerary printout that I had the maintenance issue in writing and that I would be filing a real complaint, she said, "I will get you a free hotel, we have to give free hotels to customers who experience delays due to maintenance issues."

I said, "Really, why didn't you do this from the beginning?" She said, "Because we want to hear every customer's story and if they are okay with taking the discount voucher, then we save some extra costs. I'm sure you understand." I WAS COMPLETELY BLOWN AWAY! After everything I had been through already, I was told that you guys tell people one thing at one airport, and then try and screw us out of more money and make more of a terrible trip for the people who keep you in business! I am sure that this is not US Airways' philosophy on customer service.

After I got my hotel voucher, and listened to some other flyers from my same flight being told the same thing and seeing them get the "discount voucher" instead of the "free room voucher" as I did, IT MADE ME SICK TO MY STOMACH! Not only did all this happen but (!!!!) my bag which was marked Priority To Stop in PHILLY and was 100% NOT MARKED to go to Orlando because of the delay was not there again!!!!! SO I spent an entire night without clean clothes, a toothbrush, deodorant, and my cell phone charger to call my fiance to let her know when I needed to be picked up! I had to use a stranger's phone, in a different state, to make a phone call! When I went to the Baggage claim, I was told that they didn't know where my bag was and that she couldn't scan my ticket! When I asked for a supervisor, only then was I given a RUDE answer, "Sir your bag will be on your plane in the morning. You can't have it tonight. It will be on the carousel when you arrive in Orlando."

Needless to say, I was not happy at all with any of the flying experience with US AIRWAYS and unfortunately don't believe I will be flying with US AIRWAYS ever again. I work in customer service, and the way I was treated as well as the other flyers were treated was not only unethical and unprofessional, but they were BULLIES! I will be taking further action to feel somewhat at ease with how I was treated by your airline, staff, and agents! What that action is as of right now is still yet to be determined as I just got home today. The ticket agents, baggage claim associates, specialty service agents, baggage sorters, and supervisors, were all incompetent in doing their jobs! And after my experience with your airline, I don't have that much confidence that any resolution will be met by sending this very long and heartfelt letter!

After I requested to speak with another supervisor, he hung up on me. Immediately, I called back. Explained my situation to another representative, by the name of Tiffany, and asked to file a formal complaint with a supervisor. Who came to the phone was Mr. **. I asked him why he was treating me the way he did, explaining that I needed help, and he continued to speak to me as if I were incompetent. When I told him that I no longer wanted to continue the conversation with him, he told me that in order for me to speak with another supervisor, I would have to redial the 1800 number until I got someone else!! Never in my 25 years of flying AA have I EVER been treated with such terrible customer service!!! It is because of Mark ** that I will think twice before booking with AA for the future.

When I arrived at SFO, I went to baggage claim. When my bag did not arrive, I walked over to the Baggage Claims office to report that my bag had not arrived. I was told by a claims officer that my bag had been sent to CHICAGO. She said she was having the bag sent to SFO and the bag would be delivered to the residence I would be staying at some time the next day. She gave me the US Airways Central Baggage Resolutions Office Claims form and told me that US Airways accepts its liabilities and that I would be reimbursed for expenses of any purchases while I was waiting for my bag up to $3400. She advised me to keep my receipts and send them in with the Claims form.

The next day, I received a call in the evening letting me know my bag would be dropped off in twenty minutes. A man delivered the bag to my front door. I thanked him and signed a form indicating that I had received my bag, then he left. I brought the bag to my room and upon opening it, realized that someone had searched through my bag - my clothes which had been tightly packed were in disarray. After a moment, I realized my Apple MacBook Pro had been stolen along with the wall charger.

I immediately called the Baggage Services Office and spoke with Alice. She took all the information she could from me, told me that I would be reimbursed and that an investigation would ensue once the Central Baggage Resolution Office resumed operations on Monday. She assured me that US Airways disapproves of stealing, expressed her regret for my stolen contents and told me to fill out the Claims Form which was sent to me by email.

To recap: My baggage was taken from me at the gate by a US Airways employee. The US Airways employee put the wrong tag on my bag and it was sent to the wrong location and while in US Airways possession, my laptop and charger were taken from my bag. US Airways has waived their liability for my stolen possessions and have not provided evidence of an investigation into the whereabouts of my bag at all times that it was in the company's possession. The investigation should be happening given that prior investigations such as the one in 2008 of American Airlines employees at JFK revealed that baggage handlers had stolen jewelry. And I should be provided with evidence of investigation.

When I mentioned this to the customer service agent, she advised me she meant the weather early today. I'm aware she would not know about the weather in New York as we are currently in Atlanta, so I did not judge. We boarded the plane. The plane was severely too small, especially for a plane in 2013, but I did not complain because I was on my way to where I wanted to be which was home in New York City. The captain had us wait on the ground for an hour before proceeding to get in line for take off. Once we were in line for take off, we sat on the ground for another 2 and a half hours. Each 45 minutes that passed he advised that he had to check and received a status update at the top of every hour until it gets to three hours.

Once it gets to three hours we have to turn back to the gate.We hit the three hour mark then returned to the gate. To be told that since Atlanta airport closes once the last flight leaves, we were considered to be the last flight. Since we sat on the runway too long to get on another flight, and because the crew was tired there was nothing they could do but reschedule us for tomorrow's flight, which left at 8 am. Looking at my phone I noticed there was a flight that left at 6 am. Once mentioned the customer service agent advised that flight was not available. The customer service agent was moving very slow. The crew proceeded to leave and she called out to the pilot to give him information and he proceeded to ignore her. She got on the loud speaker and he proceeded to turn around. The information was exchanged and the crew members proceeded to leave.

It was now the passengers and the agent. The agent proceeded to advise us that because of weather (that took place earlier in the day) they could not accommodate us with a room but give us a discount on a room and a $12 food voucher for dinner. This discount was ($80) per night. Not much of a discount. I proceeded to spend my night in the airport where I was left with no blanket, nothing but my bags and a food voucher. In the morning I arrived at the gate where they advised us to be, to find that the flight had been moved to another gate without being announced. Once I arrived at the gate at 7:15 am, I needed a printout to advise my job that the flight from the previous night was cancelled.

The agent, Mr. Jeoffrey whose Supervisor is Michael proceeded to act as if he was busy but was not assisting anyone. Two other gentlemen and I waited in line for him to call us up for 20 min. Finally I was called, my problem was taken care. The gentleman in front of me never received his dinner voucher, so asked Mr. Jeoffrey for it, and he advised him that they were not doing that today. The gentleman said, "All I would like is a coffee after spending the night in this hotel," and Jeoffrey advised him his supervisor said no and his supervisor was currently busy. "Sorry I just work here." The gentleman walked away. Jeoffrey got on the loud speaker and advised that there was a tear in the cargo lining so there would be a delay. This announcement was made at 8:30 am (our flight was supposed to depart at 8 am) and Jeoffrey proceeded to walk away also.

Someone asked him a question and he kept walking and said there would be a lady there to help everyone. Once the lady arrived, she was the customer service agent for the flight that had been conflicted with our flight. That was a 9:25 am flight departing to Dallas. Mr. Jeoffrey returned after parlaying with a gentleman by the bathroom for 10 minutes. We finally started to board our plane. We had to carry our luggage down stairs and outside where we were again forced to check our bags because of how small the plane was. Once boarded the flight we stay for another hour, because they were trying to "close out the flight". I rang my call button a couple of times because more waiting without an explanation was blatant disrespect. The stewardess proceeded to move a standby passenger to a seat to correct the head count of someone that was not on the plane by the name of Desmond.

Mr. Jeoffrey scanned the standby passenger in but not as a standby passenger so it appeared we had more people than tickets. This caused us to sit for another thirty minutes. At this point, I was irate along with the other passengers. Due to the fact I pressed my call button to speak with the stewardess to speak with the captain, the captain by the name of ** of flight 3669 proceeded to come to the back of the plane and "put me in my place". He advised me I (a 5'4" black woman) did not intimidate him (6'4' white man) and that he could have me thrown off the plane if I did not like the way things were being done. I advised him if he did throw me off the plane, he would be hearing from my attorney because I had done nothing wrong but demand respect as I gave it and wish to proceed to New York.

He told me to shut my mouth and if I said two more words he would throw me out and I said okay and he took okay as two words and proceeded to throw me off the plane. Supervisor Michael of the customer service department escorted me off the plane and was able to get me on the next flight to New York City. He was wonderful and pleasant, but was the only person pleasant out of the numerous people dealt with. The experience was a nightmare. If you have an option, DO NOT FLY with American Airlines. THEY ARE THE WORST. MORE bad than DELTA Airlines and that is pretty bad. Try to avoid having a layover in Atlanta also.

My husband got sick on the flight from Chicago to Dublin. The lavatories were blocked, and not having an air sickness bag to hand, ended up spewing all over himself and the seat. I immediately hit the attendant call button and tried to clean him up myself. A few minutes later, a lavatory finally opened up and he was able to go in, finish vomiting and get an air sickness bag. No flight attendant appeared, so I went around and hit the call button on neighboring seats. A full ten minutes later, a flight attendant shows up to turn off all the call buttons. I had to stop her and instruct her as to what to do with an airsick passenger (i.e., give him a club soda to rinse his mouth out!) We got a replacement blanket and an airsick bag, and got his soiled seat cushion switched out. I complained to AA when we landed in Dublin. I got an email reply (from a "do not reply" address) over a week later, to apologize and promise me a travel voucher as compensation. Over a month later, ONE travel voucher for $100 arrives. This is not compensation for two people having to sit in sick while napping flight attendants think about responding to calls. Can you imagine if we had a real medical emergency?

While I was visiting my daughter NC on Saturday, August 24th I received a phone call from my oldest daughter back home, telling me that she had to take my youngest daughter to Urgent Care. After completing some test they transfer her by ambulance to the hospital for emergency surgery. I place a phone call to US Airway Reservation customer service agent and explained my situation, and I wanted to know what the price different would be to fly out that night, or early next morning to be with my daughter who now needed surgery. The agent gave me the price of $100.00 to change my ticket and $435.00 for the cost of a new ticket. Well, there was no way that I could have afford that so she told me I might be able to get on an early flight if I get to the airport early in the morning and ask to be put on the standby list and if not, just keep my existing reservation. That is exactly what I did!

Went to the ticket counter and explain my situation, and asked if I could try to get on standby for the flight that was leaving @ 11:10am which was flight #4564. They gave me two boarding pass. One for flight #4564 that said standby on it, and the other one was my original reservation. Well, of course I was not able to get on the early flight, which I was told that they were overbooked. So I had no other choice, but to wait for my original flight which was Flight #2890 leaving CLT @ 2:22pm @ gate E28. While I was sitting there, I notice on my boarding pass that I was not assigned a seat.

After waiting hours for a gate agent to get to the counter, I went up and asked her in regards to my seat number. In which she rudely turn to me and told me that I don't have a seat number because the plane was overbooked, and I might not get on it. I told her I been here since 9:30am that I thought the ticket agent check me in. I was told that I should have check in 24hrs ago. ARE YOU FOR REAL! I asked when this new policy took place, and that I have never heard you needed to check in 24hours before your flight! Again, I explained my need to her to get back home to my daughter. She just told me I would have to take a seat and wait.

Ten minutes later a Gate Manager was up at the ticket counter. I try to explain her the need for me to get on that plane and to be with my daughter. She told me it wouldn't happen unless another passenger gave up their seat. She made the announcement to all passenger on flight #2890 in regards that the plane was overbooked, and if anyone wanted they could give up their seats in return for a flight voucher, and a ticket for the next flight out. By now, the plane was already 45 minutes late, and no one had responded to the offer. She started the boarding procedures. She kept on calling on for a Mr. ** to come up to ticket counter for 20 minutes if not more. After everyone was boarded, and there was no one left but myself. My heart just drops knowing that my youngest daughter was in the hospital undergoing surgery. While I begged with these two employees, who showed me that they could care less.

She looked up at me, and told me how lucky I was because Mr. ** did not come up for his boarding pass. I just said thank you. But before handing me my boarding pass she looked up and there was a man standing there. She asked him if he was Mr. **, and he said yes! She looked at me and said "well, it looks you won't be able to get on the plane." By then I was so upset knowing that I have emergency. I told her I would give her the hospital phone number, in which she could call. She just look away from me, like I was nothing and just said to Mr. ** "would you mind giving up your seat for a voucher and for a ticket for the next flight out?" He said he felt like he had no choice, since I had family emergency. She turned to me, and told me that I should say thank you to Mr. ** for giving up his seat! I wanted to asked her, "was my ticket not good enough?"

As a manager for US Airways, she showed me very little respect and made me feel like I had to beg to get on the plane that I already had reservation on. I have never felt so ridicule in my life that day. As a mother all I wanted to do was to get to my daughter who was undergoing surgery. I paid for my ticket, I made my reservation to be on that plane. So tell me, how do they get to choose who gets on the plane or not?

"I am writing to make an official complaint about the US Airways and to ask you for your support in receiving the relevant compensation due to their failure. On the 28th of July 2013 (Monday) at 6.30 a.m., we took a plane from Los Angeles (US Flight 700) to Philadelphia operated by US Airways. We arrived to Philadelphia at about 1.30 p.m. and at 4.25 p.m. we were supposed to have a plane to Frankfurt, also operated by US Airways and with the same flight number 700. When the check-in time arrived, we received information that due to technical maintenance, the flight was delayed and as soon as the new departure time would be known they would let us know. The message was repeated a few times and finally after about 4 hours of delay, we were checked-in and they let us in the plane.

The important notice is that about 4.15 p.m. heavy raining struck the Philadelphia airport causing power supply problems in one terminal and postponing the departures of all planes. But after 1-2 hours delay, all the planes were allowed to take off, as I was able to observe it from the waiting lodge window. When our plane left the gate and placed itself in the queue for the runway, a water leakage started in the passenger cabin, in the area nearby row 20, where we were sitting. The cabin crew was informed about the problem and the second pilot visited the area a few times to check how serious it was. We received the confirmation from the cabin crew that the issue had been fixed and that's why our plane was delayed so long. But after some time there was the announcement from the captain that we would reverse to the gate and the technical department would check once again if the plane is safe for travelling. After their visit, there was another communication from the captain that we had to leave the plane and that we would fly with another airplane.

We were directed to exactly the same terminal and gate and for the next few hours, we kept receiving information that the new plane was being cleaned and when the departure time would be decided they would let us know. In the meantime, I had an occasion to talk to the new captain, who told us that he and the second pilot had been called in as an emergency situation from their days-off and they needed some time to prepare the airplane for the journey. There was a terrible mess at the terminal as the employees had been changed all the time and they were totally incompetent. They didn't want to give us any food vouchers claiming that in the system they have information that the delay had been caused by the weather. When we described to them the situation, they checked it once again in the system and confirmed that we were right and eligible for the food vouchers.

At about 4.00 a.m. on Monday, 29th of July, we had been allowed to enter the new plane and finally we left the airport as the last plane. Our total delay was equal almost 12 hours, so as a result both of us missed 1 day (Monday) from our jobs, as we were supposed to be in Warsaw on Monday morning, but we arrived after midnight the next day. Taking into account that the delay was mainly caused by the technical failure meaning that it was totally under US Airways control, I asked the airline to pay a relevant compensation to my girlfriend and me as we lost 1 day from our jobs and had to spend it in the airport in Philadelphia. The weather conditions and the problems in the airport wouldn't cause 12 hours delay, as other planes were allowed to take off with 1-2 hours delays and we wouldn't have to change the planes because of it.

On 31 st of July 2013, I filed the complaint and my request for compensation through the airlines official web page, as I couldn't get through their phone numbers. Then I had an email exchange with the Customer Relations Department and I received responses from 3 different people and with 3 different explanations, all of them ignoring the actual situation described above: 1) system outage at the airport and surrounding area as a result of weather and the city power supply system; 2) issues at the airport; 3) the delay was prompted by Air Traffic Control. After my 3 replies I received a phone call from Mr. Sylvester **, who only repeated his explanations from point 3 totally ignoring my arguments. Additionally he was very official, quite rude, and refused to give me contact to his bosses, so the talk wasn't pleasant and effective. After the phone call, I received the next email. All of them with my replies are shown below.

I am aware that from time to time there are weather or airport issues which can cause a delay, but this time the situation was totally different. I experienced it, I received a confirmation from the plane crew and the airport staff and I lost one day from my work and from my life and the US Airways is trying to make a fool of myself. I would be really grateful if you could support my effort to receive the compensation or advice what should be done."

The important notice is that about 4.15 p.m. heavy raining struck the Philadelphia airport causing power supply problems in one terminal and postponing the departures of all planes. But after 1-2 hours delay, all the planes were allowed to take off, as I was able to observe it from the waiting lodge window. When our plane left the gate and placed itself in the queue for the runway, a water leakage started in the passenger cabin, in the area nearby row 20, where we were sitting. The cabin crew was informed about the problem and the second pilot visited the area a few times to check how serious it was. We received the confirmation from the cabin crew that the issue had been fixed and that's why our plane was delayed so long. But after some time there was the announcement from the captain that we would reverse to the gate and the technical department would check once again if the plane is safe for travelling. After their visit, there was another communication from the captain that we had to leave the plane and that we would fly with another airplane.

We were directed to exactly the same terminal and gate and for the next few hours, we kept receiving information that the new plane was being cleaned and when the departure time would be decided they would let us know. In the meantime, I had an occasion to talk to the new captain, who told us that he and the second pilot had been called in as an emergency situation from their days-off and they needed some time to prepare the airplane for the journey. There was a terrible mess at the terminal as the employees had been changed all the time and they were totally incompetent. They didn't want to give us any food vouchers claiming that in the system they have information that the delay had been caused by the weather. When we described to them the situation, they checked it once again in the system and confirmed that we were right and eligible for the food vouchers.

At about 4.00 a.m. on Monday, 29th of July, we had been allowed to enter the new plane and finally we left the airport as the last plane. Our total delay was equal almost 12 hours, so as a result both of us missed 1 day (Monday) from our jobs, as we were supposed to be in Warsaw on Monday morning, but we arrived after midnight the next day. Taking into account that the delay was mainly caused by the technical failure meaning that it was totally under US Airways control, I asked the airline to pay a relevant compensation to my girlfriend and me as we lost 1 day from our jobs and had to spend it on the airport in Philadelphia. The weather conditions and the problems in the airport wouldn't cause 12 hours delay, as other planes were allowed to take off with 1-2 hours delays and we wouldn't have to change the planes because of it.

On 31 st of July 2013 I filed the complaint and my request for compensation through the airlines official web page, as I couldn't get through their phone numbers. Then I had an email exchange with the Customer Relations Department and I received responses from 3 different people and with 3 different explanations, all of them ignoring the actual situation described above: 1) system outage at the airport and surrounding area as a result of weather and the city power supply system; 2) issues at the airport; 3) the delay was prompted by Air Traffic Control. After my 3 replies I received a phone call from Mr. Sylvester **, who only repeated his explanations from point 3 totally ignoring my arguments. Additionally he was very official, quite rude, and refused to give me contact to his bosses, so the talk wasn't pleasant and effective. After the phone call, I received the next email. All of them with my replies are shown below.

I am aware that from time to time there are weather or airport issues which can cause a delay, but this time the situation was totally different. I experienced it, I received a confirmation from the plane crew and the airport staff and I lost one day from my work and from my life and the US Airways is trying to make a fool of myself. I would be really grateful if you could support my effort to receive the compensation or advice what should be done.

EMAIL NO. 1: "Thank you for contacting US regarding your recent travel. I'm sorry your flight to Frankfurt was delayed related to the unexpected system outage at the Philadelphia airport and surrounding area as a result of weather and the city power supply system. Because of the airport power outage, the Federal Aviation Administration (FAA) controllers had to hold most departing flights until the problem could be resolved. I realize it was disappointing for you. Since this was not a situation that the airlines could have prevented, I will be unable to offer you compensation, but I'm again sorry for the inconvenience it caused you."

My reply: "Thank you very much for the reply and a few words of explanations. I am aware of the unexpected power outage at the part (but not at all airport, especially not at our terminal) of the Philadelphia airport as a result of a heavy raining, but that could be responsible for only 1-2 hours delay as it did in terms of other planes supposed to take off at that time. I spent there 12 hours and I remember exactly what was exactly the situation: after 1-2 hours of the delay, all the planes have been released while we still had to wait and kept receiving information that our airplane's maintenance was still in progress. After about 4-5 hours, we were allowed to enter the plane and when the machine was waiting for take off, it turned out the water leakage hadn't been fixed. So we were reversed to the gate, had to leave the plane and then had to wait another hours for a new plane and new crew. So our 12 hours delay had almost nothing to do with the weather problems and that's why I kindly ask you for a compensation for my girlfriend and me as both of us missed 1 day from our works (not to mention the tiredness and other negative feelings related to the situation). Please advice what kind of information you need to pay us the compensation."

EMAIL NO. 2: "Thank you for your response to Customer Relations. I do apologize you were unhappy with the previous agents response. I'm sorry you were delayed on your flight from Philadelphia. I have researched your flight and found it was delayed due to airport issues. I understand you were made aware of some maintenance items being taken care of during your delay and oftentimes we will take the opportunity to handle minor issues during that time. I realize this must have been disappointing; however, the delay of flight 700 was not within our control due to the issues at the airport and no compensation is due. Thank you for giving us this opportunity to address your concerns. We realize you have a choice when flying and we thank you for choosing US Airways."

My reply: "You are right, that I was unhappy with the previous agents response. But the same situation is with your email. Unfortunately, as both of you are trying to make a fool of myself... I spent on the airport 12 hours and I did know exactly what was going on, as I kept asking all the airport staff about the situation and I was able to see that other planes after a small delay caused by heavy raining, they started their trip. So please look carefully in the system or talk to the airport staff - when we asked them for a food voucher their first reaction was similar to yours, but when we described the situation they checked the system once again and acknowledged our rights. You know for sure, that food vouchers are not applicable when there is a weather or airport issue, but this time the delay resulted from airplane issues that's why we finally received the vouchers.

As it was described in my two previous emails, it wasn't a minor issue and it wasn't the standard maintenance handled on the airport, so please stop writing such false explanations. There was a water leakage in the passenger cabin which had been fixed unsuccessfully for almost 5 hours, after which we were invited to the machine. But during waiting for the take off it turned out the issue hadn't been fixed and the plane was not safe for such a long journey to Europe. So we were reversed to the gate, had to leave the plane and then had to wait another hour for a new plane and new crew. So our 12 hours spent on the airport, out of which over 10 hours was related to the delay entirely under US Airways control, had almost nothing to do with the weather and airport problems and that's why I kindly ask you for a compensation for my girlfriend and me as both of us missed 1 day from our works (not to mention the tiredness and other negative feelings related to the situation). So once again I kindly ask you to advice how we can arrange the relevant compensation."

EMAIL NO 3: "I've received your email and tried to reach you by phone so we could discuss your concerns regarding your delayed flight to Frankfurt and the problems you had. I regret that we have not been able to discuss this issue, as I could not get through via telephone. I realize that you are not happy with our original response. For this reason, I have thoroughly reviewed your case. I can assure you that, although you heard or witnessed otherwise at the station, our official records indicate that the delay of flight 700 was prompted by Air Traffic Control. I understand that a flight delay, cancellation, diversion of any nature will affect your impression of an airline. Because the decisions made by Air Traffic Control are not, in any way, under the control of the airline, we do not offer compensation.

When your flight is delayed, canceled, diverted by the ATC, safety is always the number one priority. There are simply some situations such as weather or conditions at the station, that are out of the airlines control, that cause flights to be held back from the original departure time. All airlines must adhere to the instructions given by the airports traffic tower. We realize the delay of your flight was a frustrating situation; however, the flight was delayed in conjunction with airport conditions and information from the airport tower. Delays such as this are considered uncontrollable and are not subject to the compensation that is normally offered as a result of controllable delays, such as maintenance or crew. Again, we apologize for the difficulties you encountered. We value your business and are working hard to earn your continued patronage. We hope you will give us the opportunity to do so."

My Reply: "Thank you for your reply. That's a pity, that you couldn't get through, I do not know why, as I have been available all the time ... I not only heard or witnessed the situation at the station, but I also experienced it, and even though your official records indicate that the delay of flight 700 was prompted by Air Traffic Control, the primary reason was connected with the technical defect of the airplane. I do not want to describe all the situation for the fourth time (please read all my 3 previous emails), but it is difficult to believe that you do not have any information in your system about the waiting time, about the attempt of take-off, about calling for new pilots and crew and the airplane replacement. I personally talked to the captain of the new plane, when he was filling in a pile of documents connected with the situation, who told us that he and the second pilot lost their day-off, as they had been requested to fly to Frankfurt as an emergency situation. So the information from the airport tower was just a result of the problems with the plane and thus it was entirely controllable delay (except for the short period of time during which there was a heavy raining). If it wasn't, we hadn't been granted food vouchers and we wouldn't spent 12 hours on the airport taking into account that all other planes took off for their destination with only 1-2 hours delay.

If you still insist with your weird and unreliable version, please tell me exactly why the ATC decided to delay by 12 hours the flight 700 to Frankfurt whereas all other flights had been released after 1-2 hours of delay? I do not know why the US Airlines are not able to admit to their faults, to take the responsibility for their reputation and to make up for the losses encountered by their clients because of failure of their services - I am aware that you didn't do it on purpose, but such things unfortunately happen, this time it happened to me, so I lost one day from my work and because it was controllable delays connected mainly with a maintenance, plane and crew replacement I am sure that my girlfriend and I should be offered the compensation. So please advice what should be done to receive the applicable compensation."

EMAIL NO 4: "Thank you for your email dated 8/13/13 and for taking my telephone call today. I have carefully reviewed everything in your file based on your continued concern. As we discussed in our conversation today I am sorry that you are unhappy with our policy, but any flight irregularity caused by Air Traffic Control does not warrant compensation. We have confirmed the flight was indeed delayed due to weather conditions moving through the departure city and some flights are able to take off which is ultimately up to ATC to determine. While we were waiting, we may have done minor maintenance and upkeep to the aircraft. Therefore, based upon this information, I have not found any reason to change the original decision and am unable to honor your request for compensation. I'm sorry that we couldn't reach an amicable resolution to the situation."

My reply: "Thank you for your email and for the call. As I pointed out in our conversation I still do not understand your explanations, because they have nothing to do with the actual situation during my flight from Philadelphia. I will repeat that I am surprised that you are keep talking about the Air Traffic Control tower decision and weather conditions as the major reason for the delay and that you describe the water leakage, who in fact forced US Airways to replace a plane for that flight and was the main reason of 12 hours delay as a "minor maintenance". I regret that you do not allow me to contact with your chiefs, but I am sure that there are other institutions which supervise airlines and take care of consumer's rights, so please do not close the case and expect it to be continued."

My very strong suggestion is DO NOT USE US Airways.!!!! I can't even say the ticket price was a value. The missed flight (due to a traffic jam) cost us a lot more to find now a hotel last minute and be able to get to the airport at 4:30 am the next morning. Time lost traveling, cost for another day, lost money missing work another day... This ended up being a very expensive learning experience. BUT we have learned.

We had such a good time in Key West that we booked a trip again on July 13. This was when the real fun began. Flew into Miami again to catch a 2:00pm American Eagle connecting flight. The flight was not delayed but canceled, and rescheduled till 6:45pm. We were told that it was mechanical issues. So we were on stand-by for a 4:30pm flight. When that flight come there was no room for 2 people, so we stayed on stand-by for a 5:20pm flight. That flight was canceled. So we had no choice but to wait for the rescheduled flight at 6:45pm. That flight was now delayed to 7:30pm. From there it was delayed once again to about 9:30pm. The airlines told us that they were sending back a plane from Key West to pickup the Passengers from the 2:00pm Flight (our original flight time), to brings us to Key West finally. That flight was now canceled due to weather and they were not sending anymore flights out. But other airlines were sending planes out that night with no problems.

At 10:00pm we were given the option to hop on a bus that they were providing, or catch a flight the next day. We decided to take their bus down. Waited a little over an hour for that bus to arrive. Finally the bus arrived and we were heading down to Key West which is about 3 hours drive. Finally arrived at our hotel about 3:00am. Our entire first day of our trip was ruined. But dealing with American Airlines did not end that night. Unknowingly we were taken out of the system on our return flight on July 17th. We were told because of issues with our arrival flight, (5 days ago), it affected our return flight to Miami. So we had to board an entirely different airline. Some airline called Silver. Great staff though. From there we had to take a connecting flight on United Airlines to Newark New Jersey instead of our original arrival at LaGuardia Airport in New York.

The first time we took American Airlines they had issues. The second time they had bigger issues. Being aware that if it's weather related issue they owe us nothing suppose to mechanical when they would have to pay for a hotel stay. Since then we have been telling people of our experience, and telling them if they can help it DO NOT fly American Airlines.

My main complaint is if American Airlines partnered with SriLankan (UL) Airlines, they should honor the baggage allowed by the other carrier which is 6 checked-in bags (50 lb. each). I could understand if AA was just the domestic flight that I'm taking to connect to another International carrier. I flew half of my International travel from DFW to Frankfurt Germany. I think AA would be at a disadvantage competing for the international traveling community like me if they try to make travel more expensive if I choose them in travel in the future. They should honor the baggage allowances of their sister carriers like UL.

AA does not fly to Sri Lanka and there are many other countries that AA does not fly. If AA is to survive in a competitive international travel market, they cannot afford to jack up prices at the gate and make customers unhappy. What I expect from American Airlines is refund my $180 and get the matter out of my mind and do something so that this will never happen at AA counter at any airport.

Back in the day, I had a good amount of stock in it but lost it when it went bankrupt. I also had a little over 10,000 frequent flier miles. Because I DID not fly with them, they took my miles away. A few years back, I was in Charlotte heading to my gate when someone approached me, wanting me to apply for a US Air credit card. I said no, I DID not have time. They basically chased me through the airport, filing out the application for me. Long story short, I received the credit card in the mail, but DID not use it. After a year or so, they closed it because I DID not use it and it caused my credit score to drop.

So besides the stock, I lost my miles and received a few points drop in my 800 plus credit score. I hate this company and just wanted to vent it to someone. If you have a choice, please do not fly this airline.

I called the customer service, and after waiting 30 minutes on the phone, the service representative was very rude, questioning why I didn't get the statements and telling me that their policy is to "delete after three months"! Three months! I have been a loyal customer to US Airways for 10 years, but I have been thrown in the gutter after three months. I am going to completely switch all of my business to other airlines. Caution to all individuals using US Airways dividend miles: your miles are not safe!

She yelled at the top of her lungs at me again. Then when we made it to cruising altitude as some of the older people were walking back to the restroom, she once again yelled at me for trying to get my attache case. She would not retrieve it for me. She then came back to me and hit me on the back of my neck. Then she yelled again. And I called her a ** as she was. She then called Airport Security on e after all the abuse she caused me on US Airways. I was then disallowed my connecting flight from her hateful behavior.

I have never seen anything like that on an airline ever... and who else but US Airways would cause this commotion? They are the very worst airline to ever set foot on. Do not fly them as they are a rotten airline. I had to pay 150 dollars for an unexpected hotel. They are just horrendous. I will never ever fly them again. Do not fly US Airways. They are the worst in this world. Their customer is as bad as their stewardesses and their ticketing agents. This stewardess also lied about me. She claimed that even before I got on the plane, people were complaining about me.. she said...impossible, I was located at the other side of the airport and found out on second before boarding that the boarding gate had changed to a different location. And on the plane after all the commotion this lady caused, she lobbied to others on the flight sitting a ways from me to say comments about me so she could be cleared for her horrendous behavior. Never fly US Airways... They suck.

They took us off the 10:55 flight without notifying us and put me on the 2:30 flight. Now we go to board the 2:30 flight. We were in business class; they take my boarding pass which was fine and when they took my husband's boarding pass, AA said he was not on record and they cancelled his flight to JFK. I went nuts. We paid AA $4000 for these round trip tickets. It was a special event, our Anniversary trip turned into a nightmare. I have proof on my passport that he was in Anguilla and it was stapled. I booked this trip ONLY WITH AA AND NOT CAPE AIR. AA was blaming Cape Air for making a mistake.

Beware when booking on AA. For your information, I almost got arrested. I made sure my husband got on that flight and I did get his business class seat back. We did not know what happened. I came down with shingles and not one person was nice. AA was so rude - never again. Also we had no clue what airline our luggage was on. I want a refund for my return flight.

After being very clear that this was unacceptable, she called her supervisor to "help" me out. I gave the supervisor that she at least seemed like she cared in the beginning and she pretended to help me out by letting me stand 30 minutes on the site (after 2 hours on the phone with US and no one picking up, and 1 hour in the queue at special services desk) coming back offering me an economy class ticket for Saturday (same as last time. I see a business model evolving - pay business, fly economy). Her exact words were "miracles happen." I did ask her about business class seats as I had paid for them, which she claimed none were available.

So you might understand my surprise when I checked in online this morning (to maybe change my seats) that there was actually a business class upgrade available for $850, which she did not give me in the first place. I would have even gladly paid for it (money was never the issue), but it wasn't even offered to me at all. I really don't get it. This would have been the perfect opportunity to make me a happy customer. A customer that would have believed service improved and someone actually cared, but she totally missed the opportunity.

Needless to say, you've also lost my baggage again (seems to be the default when flying US for me). But also here, big service differences. Last time I had to reclaim it from Lufthansa (as it was a shared flight) and they gave me a voucher to buy clothes and an overnight kit. US Airways did nothing. Nothing. Not even a toothbrush!! I had a similar experience with Delta (only once and I'm a frequent traveler). When I missed a connecting flight, they've automatically re-booked me to the next available flight even before I asked the clerk (flew out next morning). It was in the same class as originally booked and I got a hotel voucher, a meal voucher and my bag arrived on time. I'll continue to fly Delta. Can't say the same about US Airways.

So I had to pay for my own hotel accommodation ($150), the cab to and from the hotel ($60), had to take the cancellation costs (80%) of my destination hotel, pay for the $850 Dollar Envoy upgrade, missed my pickup in Frankfurt while waiting for the bag ($80) and had to schedule a new pickup ($80). None of the money pains me as much as the treatment and the low level of dignity with which they treat their customers.

Around the 19:00H, they cancelled the flight. I was very sad. I asked about rebooking to catch my flight. They told me very, very rudely that they don’t need to because my ticket is not connected and this is not their responsibility. Their responsibility is getting me to Chicago. “You should call Turkish Airlines. We don’t need to help you.” I was crying and they did not help me about calling Turkish Airlines either. The day after I can go to Chicago, I paid US$927 for one-way trip to Istanbul and then to Ankara. It is normally a round-trip fee. I asked Turkish Airlines to discount but they did not do any discount. I wrote to AA customer service on 1st of June. They didn’t answer me yet. I asked Turkish Airlines customer service and they said there is nothing they can do for the fee. What can I do? This is really unfair.

Here's a description of how the flight from MIA to RDU. When I got home to Durham, we called American Airlines Customer Service to issue a complaint and spoke to American Airlines Customer Service Supervisor **. She told us to login to the AA Website and formally enter my complaint. This will not be brief, because ALL details must be noted:

I, along with several passengers seated around me, noticed something odd was up with our AA First Class Lead Flight Attendant as soon as we sat down on AA Flight 820 in Miami. I only had my leather shoulder purse with all my US Passport, documents, Credit Cards, money and medications. I placed my purse on my lap and put on my seat belt on (over my purse that now was secured to my lap). The FA immediately took a snippy and angry tone, telling me that I had to surrender my purse and for it to be placed out back in an overhead compartment. "Oh, this is not large and I need the medications that are in my purse, plus my Passport, other important documentations, Credit Cards, Driver’s License and cash.” "No!" barks the FA, "because no one is allowed to place ANYTHING in front of them!"

All surrounding passengers had perplexed looks on their faces. It was completely irrational, and the woman seemed openly agitated. I said, "Excuse me?" "Just put it in the overhead," the FA said in condescending, angry tone. A white gentleman that was seated next to me had a bag and nothing was said to him! "Whoa. What's up with that?" Was this because I am Hispanic? But with the man's gesture, the FA didn't pursue this any further. I looked at the white gentleman and gave him my thanks. Next time she walked down the aisle, she asked me if I was going to eat and I said "No thank you.” She just kept insisting that I eat, kind of letting me know that it came with the First Class amenities. I had just had dinner at a restaurant at the Miami Airport before boarding. She asked me to EAT and I said "No."

I am an American Citizen that speaks with an Accent, but I am fluent in five languages. She treated me as if I was an unlearned, ignorant illegal alien. This FA had no intention of affording courtesy to me. She was just plain rude and insulting from moment one. She made my Blood Pressure to Rise and I soon started to bleed more profusely from the large uterus fibroids, which I am under treatment and soon shall undergo surgery. I told the FA that to please have a wheel chair available for me at RDU, because I was not well and would not be able to walk. She said she would contact ahead and walked off.

Yet, this story is not entirely over. When we arrived at RDU, there was no wheel chair. I struggled off the plane and waited for a half hour waiting for a wheel chair. Luckily, there was a man with a wheel chair for another passenger that had missed his connecting flight. And he was able to help me out and transport me on that wheel chair. This man from the Wheel Chair department at the RDU Airport was very courteous and kind. He told me that the American Airlines FA never contacted them or anybody about a sick First Class passenger that needed an emergency wheel chair. Is this the way an FA treats a First Class Passenger and provokes her to get sicker and then does not report it? I would like a reply if this is the way American Airlines treats a passenger that gets sick?

Nevertheless, the truth is it is not amusing that there could be such a bad Flight Attendant in a leadership position with American Airlines employee out there working. One of the other passengers in First Class turned to me and said, "That's not a flight attendant. That's a FRIGHT Attendant!" But even in my ill condition and knowing what I know, there can be no other possible explanation. Again, not a discourteous or disrespectful word was ever spoken to her by me.

I, along with several passengers seated around me, noticed something odd was up with our flight attendant as soon as we sat down in Boston. A young, delightful female passenger boarded, toting a medium-sized leather shoulder bag/purse with a couple paper bags brimming from the top. She was your typical, all-American kid and appeared to be in her late teens. The girl began placing the bag under the seat in front of her, across the aisle from me. The FA immediately took a snippy and angry tone, telling her she had to place the bag in the overhead compartment. "Oh,” says the girl, "because the paper bags might fall out?" "No!" barks the FA, "because no one is allowed to place ANYTHING under the seat in front of them!" All surrounding passengers had perplexed looks on their faces. We all of course had items beneath the seats in front of us. It was completely irrational, and the woman seemed openly agitated. Girl said, "Excuse me?" "Just put it in the overhead," the FA said in condescending, angry tone. Guy in back of the kid goes, "Whoa. What's up with that?"

So, the girl proceeded to struggle in effort to get the item into the extremely small overhead bin above my side of the aisle. One of the paper bags fell to the floor. Sounded like a glass bottle inside, though it did not break. Any doubts whatsoever this FA was having a bad day were quickly put to rest when I tried to get her attention to ask a question. Having noticed on my printed itinerary (my flight was booked by someone else) that the same flight number was continuing on from DCA to BNA, I wanted to know if we would be taking our belongings and stepping off the plane at the stopover. She was approaching me on her way to the back of the plane. "Excuse me, I have a question," I said. She clearly heard, looked at me, then continued walking past in silence. When she headed back toward the forward cabin, I said again "Excuse me, I have a question." "In a minute!" She said curtly, snippy and annoyed.

I looked back at the guy behind the girl. He shrugged with a smile. The attitude emanating from this woman was unbelievable. Next time she walked down the aisle, I figured she'd ask me what my question was, but she completely ignored me and walked quickly by. When she came forward again, I said, "Please, Miss, is this very plane going on to Nashville?" "Yes," she said, continuing to walk forward. "Will we be deplaning in DC?" "Yes," she said, still walking forward, not even turning her head. This FA had no intention of affording courtesy to anyone on the plane. She was just plain rude and insulting from moment one. Truth is it amused me so much that there could be such an airlines employee out there working, it was impossible to be angry. By now in fact, jokes were being passed among surrounding passengers. I didn't see who it was, but someone said, "That's not a flight attendant. That's a FRIGHT Attendant!" I admit. We all laughed. But the behavior from this FA continued... and mind you, the plane had not even left the gate!

This time it was the young girl again. No one had boarded for several minutes, and she, for whatever reason, wanted to move across the aisle to the seat next to me (I was window). She asked the FA if it was okay. "NO!" she snapped. "THIS IS GOING TO BE A FULL PLANE. NO SEATS AVAILABLE!" The kid said in a friendly manner, "Gee, y'know, no one has boarded in quite a while. Why don't I just sit here and, if someone comes to claim the seat, well I'll move right back." The FA turned her palms out, rolled her eyes up and turned, shaking her head. This made the young woman feel pretty terrible. She whispered to me, "Jeez. Everyone usually likes me." I slept for most of the brief flight, and thus was unaware of any further incidents, until I asked for "a little water to wash down some pills." She said, "No. Beverage service is over," walking to the rear of the plane. Upon her return forward, I very courteously said, "You do realize it was for medication (actually heart pills), and that I wasn't asking for beverage service, per se, yes?" She said, "The Captain is preparing the plane for landing. I cannot serve beverages."

I later found out this is indeed a regulation in flight... but did not know it at the time and was appalled as was, again, everyone around me. No average passenger would ever expect to be refused water to wash down medication or be expected to know anything about airline landing procedures as they might pertain to serving water. So, in consideration of the overall deplorable behavior of this horrific Flight Attendant, I decided to ask for her name for the purpose of filing a complaint. I would never have needed to do such a thing if she were wearing a tag. The beverage issue was just a small part of my reasoning for complaint. This woman was giving American Airlines a bad name. Someone should know about it, for goodness sake. Anyway, despite whatever airline regulations regarding beverages, all passengers retain the right to file complaints of abuse, so long as they behave in a cordial and respectful manner, which is exactly what I did. "Could I please have your name?" No response, as she continued walking forward. "Could I please have your name?" I asked again. "I'll give you your water when we're on the ground! Lisa!" she snapped, only partially turning her head toward me. "Wow!” goes the woman sitting directly behind me.

So, when we were filing out of the plane at DCA, she was going through the customary, "Bye-bye... bye-bye now..." protocol with exiting passengers. When I got to the front, I paused for a moment to get the water. She looked me in the eye and said, "Bye-bye." So I continued up the ramp to the gate area, utterly dumbfounded. I was told by a pilot on his way to another flight that the passengers and crew for Flight #4432 would be moving to the next gate over, so I walked over to see how soon we'd be boarding. The woman behind the desk (I wish I had gotten her name) asked if I was (saying my name). I said yes. "The Flight Attendant wanted me to tell you she is required by federal regulations to discontinue beverage service once the pilot has announced initial approach... and has also indicated she feels threatened by you," says the woman. "I should tell you she has the right to deny your boarding onto the connector to Nashville." I was shocked and outraged, but I am an experienced traveler. Despite the hairs standing up on the back of my neck, I handled myself quite professionally.

I spoke in a quiet, but stern voice, "Up to now, I was kind of undecided about whether I'd actually file a formal complaint, but, regulations notwithstanding, if you're telling me you guys actually kick people off planes for courteously asking flight attendants with no name tags for their names, well, you can bet I'll file a complaint." To which she replied in a loud, outspoken voice, "Well, now you're making ME feel threatened, sir." This was an outrageous response, because once again, I was in total control of emotions. Stern but quiet. At which point, she marched down the ramp to the plane, came back a couple minutes later and said, "The Flight Attendant has decided to exercise her right deny your passage due to feeling threatened by you." I now realized I was obviously being railroaded here. Any FA capable of behaving the way this Lisa woman had behaved on my flight from BOS to DCA was sure to have prior complaints against her. She could very well have been one complaint away from losing her job and decided to exercise her right to deny my boarding for the specific purpose of gaining an upper hand, making me look like the bad guy.

Knowing what I know, there can be no other possible explanation. Again, not a discourteous nor disrespectful word was ever spoken to her by me. Not one. So, here I am about to have my entire night (and musical performance in Nashville) destroyed while simultaneously acquiring a mark against my conduct in the computer files of American Airlines. How nice is that for a faithful, longstanding AA customer and member of the professional community? A woman suddenly appeared claiming to be an M.O.D. (I don't know, I'm guessing Manager On Duty?). She said she was going to try to help me and asked for my side of the story. When I started at the beginning, she interrupted and said, "No. No. I want to know specifically what happened to you... about the water." I told her, but added that that was only a part of my reason for asking the woman for her name. She asked me if the FA gave me the water when we landed. I told her no. Just a "bye-bye."

She went to the plane, came back and told me the pilot decided to support his FA and did not want me on the plane. She later indicated that the pilot was standing in line and overheard my conversation with the woman behind the gate desk and thus had his own reasoning for keeping me off the plane. But that's a ridiculous statement. Even if he were in line, which I do not believe he was, he would never have heard my quiet voice. Only the loud and irrational remark from the woman at the desk claiming I was now making HER feel threatened. The M.O.D. identified herself as Jamie ** and provided me with the flight attendant's full name, Lisa **. Her offered to help then consisted of nothing more than a note saying, "Feedback: www.aa.com." I told her I felt this was a bit more than a company suggestion box issue or a customer satisfaction survey. Thanks for nothing.

In summary, I was rerouted to a U.S. Airways flight to Nashville that set me back about an hour and a half. Some of my baggage, which Jamie assured would be on the plane, was delayed on the back end, arriving on a later American flight. I missed my entire live musical performance, which was important to my career and the exclusive reason for my trip in the first place. Yet, this story is not entirely over. As you may have heard, Nashville was under tornado watch and experiencing severe rains/flooding throughout that entire weekend. My Sunday return flight, I learned online, had been cancelled. In the process of scheduling a return, I encountered an extremely hostile supervisor named Stacy (did not get a last name or station number) who indicated to me the reason for his hostility was that he was looking at "documentation on conduct issues" in association with my name. He told me the flight I'd wanted, 6:30am departure was booked when, just moments before, a woman named Julia had told me there were "many, many available seats" on the early bird flight.

So, if this is the way I'm to be treated by American Airlines in the future, based on determinations their apparently disgruntled, or perhaps overworked employees have made with regard to my name and integrity without opportunity to defend myself, then maybe I should get to hash it out with the FAA? My travel agent says no. If the FAA winds up siding with American Airlines, I could be blocked from flights everywhere on all airlines. Too bad, because it's pretty apparent this company needs to be answering to SOMEBODY beyond its own little self-protecting governing body. I submitted this entire story to one Sean **, a profound smug AA customer service executive in Dallas/Ft. Worth, demanding that he render to me any and all documentations they may have with regard to my so called "conduct issues", and to have my good name restored throughout their entire system for the remarkably ignorant way in which I had been treated by their arrogant people.

His response was that there was no such "conduct record" in existence ("A flat-out lie," says my experienced travel agent), and that American Airlines was under no obligation whatsoever to compensate me for being treated with such abuse, much less for loss of work and flight costs! Total arrogance. Amazing, the name of the company is American. There's nothing "American" about it. I have other stories, one about missing my connector due to employee error and being made to pay for my own overnight hotel and meal expenses. But that's for another day.

In our subsequent correspondence, they fought me. They told me my baggage wasn't packed well enough… But it was. It was in a padded case, which has worked perfectly for gate-checking over 8 years of travel with Air Canada and British Airways. They told me it's their policy to not compensate for damaged instruments… But that's another way of saying "because we say so." They told me gate-checking doesn't mean the baggage comes back to the gate… That one left me speechless, and I was insulted they thought that goofy logic would fly.

When I wouldn't go away, they finally offered $200, which is only a fraction of the $750 price tag. When I said that wasn't enough, they simply told me "We have to consider this matter closed." My experience with ** from Baggage Services was that through arrogance or arrogant company policy, I was treated like an opponent rather than a person they were trying to help. They were either incapable of or disinterested in understanding their mistake, and they just told me whatever they thought might make me go away. Well it worked, in a sense. This was my first flight with US Airways, and it will be my last.

Eventually, Jessie's supervisor came to the counter. We thought she was going to help us, but we were wrong. She printed three tickets to Chicago Ohare, slapped a couple of tags onto our bags, and sent them on their way. Then she told us to follow her. She informed us we were on standby, and they would hold our bags until we actually got onto a flight. Well, we didn't get onto this flight, and the only reference number I had to claim my bags was to Chicago Ohare. So, when we did finally get onto a flight to DFW, our bags could not be located BECAUSE THEY WERE NOT PROPERLY TAGGED!

Nobody wanted to help us. We cried all day long, but nobody cared! We were later informed that the tags that the supervisor at MCI had attached to our bags were virtually impossible to track. After repeatedly being called a LIAR by MARY at Gate A16 at the DFW Airport, and after missing our connecting flight to Miami BECAUSE WE COULD NOT LOCATE OUR LUGGAGE, we accepted defeat and flew back home. We arrived at MCI at 3 am on 5/22/2013, without so much as a toothbrush and toothpaste to brush our teeth.

THE WEATHER HAD NOTHING TO DO WITH US MISSING OUR FLIGHT/CRUISE, IT WAS SOLELY AMERICAN AIRLINES' INCOMPETENT EMPLOYEES' FAULT. Worst customer service EVER! They should have to change their name because they are anything but American. My daughter has an autoimmune disease; she has been to the Emergency Room 12 times since August 2012, and she has had a colonoscopy, as well as an upper endoscopy. We saved every penny for six months to go on this cruise, and my daughter is still crying and depressed about what this airline did to RUIN our much-anticipated family vacation! And to make matters worse, American Airlines is saying they will only refund half of my money because they got us halfway to our destination. Are you kidding me? Well, you can't reason with CRAZY!

When I talked with the AA sales representative, I was told that my reservation was cancelled by another airline partner which they do not have any control of. But she offered to recover my previous reservations for additional cost (around $240 per ticket). I didn't it was right, and she couldn't explain to me what happened so I asked for to speak to a manager or supervisor to get more clarification.

When the AA sales supervisor got on the phone (after 10 min. waiting), she did not have any clue either how the reservation made online can be cancelled without any explanation. She was very rude and unwilling to help resolve the issues. She basically offered no help to the customer.

American Airlines Human Resources really need to improve their hiring method and get more quality people to work in customer service. This kind of unpleasant/disappointing experience with customer service, especially in sales will drive their loyal customers somewhere else for their air travel needs.

We arrived in Kansas City at around 9:30. I then told them myself that I was in the military and have been flying all of my adult life and was used to nerve-racking experience like that. Backing up for a moment, I never got a call or and email that our departing flights had been delayed. I did make it to my daughter's graduation and got to go shopping with her in an exhausted mode on Saturday morning. We arrived at the airport on Sunday morning before the first flights and my mother showed the young lady our printed out flight schedule. The young lady made a mistake but I can honestly say she was the only American Airlines employee in Kansas that acted like she might care. We were sent to US Airways and tried to check in. They detected a problem right away. We were also told that a merger may take place and then a light went off. These people don't care because they don't know if they are going to have jobs or not.

The US Airways employees were courteous and even though they were not able to put us on a flight reminded me of kind, courteous employees that I have been used to dealing with over the years. They said that we needed to go back to the Airways counters and that they would be waiting on us. Do you think they even bothered to have a customer service representative meet us and at least try to work something out? No, sir. It was to the back of the line. No eye contact, no concern and more of the same dung that American Airlines had dumped on us already. They should not be able to use our country's name. The soft spoken, tall, bald guy with a mustache deserves an award for acting like he was actually doing something and trying to help and just couldn't understand why I was getting so upset.

You see, my 14-year old had exams starting Monday and again, I just want a person to tell me the truth. He said there were no flights out until maybe Tuesday or Wednesday out of Kansas City or any surrounding area, and he could put me on standby again but would be on standby as well in Dallas-Ft Worth. Maybe that was the only truth that he spoke that day but at that point, we had to make a move so I went to Avis and rented a car to Montgomery and a GPS. We got on our way to St. Louis and lo and behold, my ex-wife got us on a flight out of St. Louis to Charlotte for a layover and then to Pensacola. My ex-wife met us in Pensacola because she resides in Mobile. My mother and I then rented a car from National and drove back to our hometown three hours away. We got home somewhere around midnight. I had to work 12 hours on Monday so my mother took the rental back to Montgomery the next morning. My daughter made it to school and I got to see my oldest daughter graduate and we should be happy but I am still fuming over this.

The thing that got me the most as we were made almost to feel like the whole thing was our fault and it was no big deal. Whoever is in charge of this airline is not doing a very good job. Actually, someone needs to fire him or her before the sun sets again. There are people out there that are interested in doing good work. The ones that we dealt with are not making the cut. We did have to pay more for the one way flight that was unattainable but at that point, time was of the essence. I am an employee of International Paper and make a comfortable living. I can work and make more money but I can't get back the time that I was to spend with the daughter that I had not seen in 6 months. I guess when everything goes wrong with a company, you should not use them and don't think this has not been passed on.

I would give this company a pathetic rating but I didn't see it. I would like to find out if there was a mechanical problem that day. The employees said that there was not one, but we were told differently. If they were lying, where does this start and what are the penalties for this? I would rather not deal with an attorney but I would like to talk with someone that has at least mediocre people skills. I just want to recover what I feel was taken from us less the time that I can never get back. If this company gives vouchers for flights for only themselves, I don't even want that, just the price of the rental cars, gas, the one way ticket and our lunch in St. Louis. I have all the receipts and I hope dealing with you is not as bad as what we have experienced so far.

I was standing behind a lady who was getting a ticket. They somehow messed her ticket up and she was upset but she did not become loud; she wanted to see a supervisor. This was when the employee started insulting her and cursing at the customer. To make a long story short, the customer left and I wanted to get my boarding pass but the employee was too busy yelling at the previous customer who was now two counters down from us and walking away.

I told the employee that I wanted my boarding pass but she still would not wait on me. She still was yelling and cursing at someone who could not hear her anymore. I simply told her that it was unprofessional for her to be cursing in front of the customers. That did it; she started yelling at me and cursing, so I told her to shut up. She said she was calling Security on me. I told her, "Fine." Security came and attempted to detain me. I stopped them by showing them my badge and informing them that the lady had threatened the previous customer and was causing a disturbance by yelling and cursing in front of everyone. Needless to say, the security stood around as I got my boarding pass. I will never use US Airways again.

When everyone had boarded, the FA asked my husband and I to move to row 33 D, E, F and had the lady that was sitting there move to our row and said that our assigned seats were reserved for staff and family? Okay, it's not a big deal but strange nonetheless. So since it was a red eye, my husband and I fell asleep. The FA pushed the drinks cart by, and slammed it into my head and didn't even say anything. Also during the flight, the FA taking a nap behind us for half the flight, lost her phone and freaked out, shone a bright light all over the place and kicked the back of our seats for 30 min. looking for her phone.

In conclusion, I don't think that flight attendants should have their own personal row in the back of the plane to take naps when they are on the job earning a paycheck. I know I don't earn a check that way. And next time someone drives a drink cart into my head, I will make sure and send you my chiropractor bill. Have some common courtesy to tap my shoulder. I'm sitting waiting for my connection to Austin from Phoenix right now but I will be filing a formal complaint with US Airways, but from what I've read, probably nothing will be done.

I contacted US Airways and they told me even though the agent didn't handle the matter with quality customer care, I bought non-refundable tickets. But I talked to the agent before I rebooked and she told me there wouldn't be a penalty. She even offered to cancel my early flight. Her company ID should be on my cancel flight. It's no right to give me the wrong information and penalize me. First flight reservation number is ** and the second one is **.

Whenever I board the flight, I would put my bags in the bin, go to the bathroom and then sit down and put my seat belt on. My phone is always turned off after boarding the plan for the simple matter that the flight is 4-5 hours long and I don't want my battery to die. I use my phone as a GPS when I arrive to California so I need it to be fully charged. Not to mention, they always tell you to turn off all electronics normally before the pilot is getting ready to take off.

Anyway, after doing all the above, I rarely say anything to anyone. I basically mind my business. If I need something from the flight attendant it's always, may I, please and thank you.

On 05/05/2013, my connection flight from Phoenix was a disaster. I boarded Flight # 417 at Gate B13 around 10:1 0pm. When I boarded the flight, there was a flight attendant that was standing over a bin that was over my seat. I asked her, "Can I put my bags in that bin?" Her response to me was that my bags wouldn't fit in that bin and I would have to put it in the bin next to it. Okay, no biggie; I didn't take it the wrong way because I remember in another plane someone was trying to put their bags in a bin over the exit rows and it wouldn't fit. So I put my carry-on bag and purse in the bin next to my seat. The flight attendant watched me do that. Normally a small bag can go under the chair before you. However, since I didn't have a chair in front of me, I put my purse in the same bin my carry-on bag was in. I knew this from being a frequent flyer.

I sat in my seat ** and after about 7-10 minutes, the flight attendant wanted everyone's attention so that she can go over exit row rules and instructions. I was texting my husband and also looking at her at the same time basically showing her I am listening to her. She made a huge fuss about how she will not speak until she had everyone's full attention and I would have to get off my phone. My response to her was that I was paying attention and I am also very multitask, that I can do multiple things at once. Not to mention, when you are choosing the exit row, the instruction is online and it will not proceed until you have acknowledged that you agree to the terms. I also told her that I have heard the instructions many times. She still made a big deal so I stopped texting my husband, closed my phone cover and listened to her as well as acknowledged her exit row question with a yes.

I was not trying to make it hard for her; I just wanted to text my husband (something very important) before I have to turn my phone off. Anyway, I cooperated. After she got the acknowledgement from all exit rows passengers, she walked away. Two minutes later, she came back and asked me if I have anything under my chair and if so, that I would need to put it in the bin because nothing is supposed to be under my chair. I looked at her with no response. Clearly she can see that there was nothing in front of me and she also witnessed me putting my bags in the bin, not to mention, I was not the only passenger on the plane. Why was she bothering me?

Anyway, she walked away after looking in my row. As the plane was getting filled with the passengers, the man over the P.A. announced the over bin rules and advised everyone to turn off all electronics. My phone was off way before the guy on the P.A came on. I also got up and put it in my purse. I had my jacket over me and also my ear (plugs) phones in my ear. On every flight I leave my ear (plugs) phones in my ear because it helps to alleviate some of the ear popping that happens while flying.

Well, the flight attendant decided to harass me one more time. She came to me (out of everyone in the plane), looked me in my eye and asked me if I turned off my phone. I looked at her in her eye and said, "Excuse me?" She asked me if I can hear her. I told her I can hear her very clear. She asked if I turned my phone off. I said (in a humble tone), "Ma'am, my phone was turned off way before the guy on the P.A. requested." She said in the most sarcastic way, "Well, you have your ear phones in your ear so I have to verify." I looked back at everyone else and looked back at her and said that I was not the only one who had ear phones in their ears (There were people on the plane and many other flights that keep their Bluetooth, Dr. Dre Beats headphones and many other looking type headphones in their ears. Why was this lady harassing me?).

So I went on to tell her that she was really bothering me and to leave me alone again in my most humble voice. That was when all hell broke loose. She pointed her index finger in my face and yelled, "Bothering you?!" I said in a very low tone, "Lady, if you don't get your finger out my face..." She yelled, "What are you going to do? You know what? I am going to get you kicked off this plane!"

She stormed off and went to get someone. That someone name's was Steven or Steve and I'm assuming he was the outside manager because that's what he told me in so little words. He came and escorted me off the plane. I asked him why. He said the flight attendant told him I was not cooperating. I didn't make a fight and scene; I got off the plane and told him that she was harassing me. Between her and the manager, I don't know who was the nastiest.

I explained everything to him what transpired, detail to detail and he basically didn't want to hear me and didn't care. I told him that she kept targeting me and at this point I felt not only were my rights to being left alone violated, but I also felt harassed, uncomfortable, threatened and probably because I am an **. I mean, why was this lady targeting me? He told me to file a complaint if I was not happy with the outcome but basically I was wrong and she was right. I told him, "I don't believe in the customer is always right theory but in this case, I was right." I begged him to go ask the other passengers that were on the plane.

"Go ask the lady who was sitting a couple of rows behind me that said that flight attendant is rude." He told me that he will not and I should have cooperated. I told him I was cooperating and she got upset when I told her to leave me alone and that she was bothering me. She was making me feel very uncomfortable and I have the right to tell someone to leave me alone especially, when I was doing right thing. I asked him, "What happened to freedom of speech? Is that something we don't have when we are flying?" I said to him, "You keep saying that I wasn't cooperating but I was and did everything by the book." His response to me was, "That's not what the flight attendant said." I asked him if he was there. Was he there?

I told him he refused to ask the witness that saw and heard everything. He then told me there was nothing he could do; he would have to put me on the next flight that wasn't going to leave until the next morning. I was upset at that point because that would mean I would lose a whole day of pay. That's $750 that I would lose for that day. He refused to put me in a hotel, so I had to stay at the airport all night. At that point, I got loud and started crying. He threatened to call the police on me because I told him I wanted an earlier flight. Not one time did I use profanity or get violent at him or the flight attendant. I still remained humble but I was upset and frustrated.

I travel every week. I don't need the hassle. He told me to file a complaint. I asked him for his name and the flight attendant's name. He refused to give me both. He told me it was for security purpose. He made me feel like I was a criminal. I asked him if it was for security purpose why do they wear a badge that has their name on it? He refused to answer any of my questions and basically made me feel like I wasn't worthy. I was able to get his first name but he hid his last name.

It's not like I was asking for his or her address, phone number or even social security number. I wanted their name to file a complaint. Anyway, after calling my boss, very hysterical, she told me to go back home to Atlanta and just work from home that week. I told him, "Just send me back home and put me in a hotel." He did honor the request of sending me home, but refused to put me in a hotel. I stayed in Phoenix airport from 10:25 pm to 8:55 am. I was humiliated.

Oh and then he had the nerve to tell me he understands my frustration. I told him I wasn't frustrated, I was pissed. I asked him how would he like it if someone lied on him and he was told he couldn't go to work for it. If I don't work, I don't get paid. I don't work around the corner. I work 3000 miles away from my home.

Everyone who knows me knows that when I get angry or someone talks down to me, I get really loud and sometimes my vocabulary can get very vulgar. That didn't happen when that flight attendant harassed me and pointed her index finger in my face as if I were a child. Jesus Christ lived in me that night. I was very humble and I cried when US Airways humiliated me and made me feel that I had no voice and I couldn't tell their employee that she was in fact bothering me.

I am a very smart, educated African woman. I take this traveling risk every week for my family. My 2 boys, 14 and 16, look up to me and tell me they are proud that I am their mother. I teach them to avoid situation like this. However, I also teach them they have a voice and no one should take that away from them especially when they are right. My rights were violated that night. Now I am so afraid to say one thing to these flight attendants because of that incident. I filed a complaint with US Airways on Monday, 05/06/2013. I received an acknowledge email saying they would respond to me in 2-3 business days. Today is Monday and there is not even an email, text messages, Facebook message or phone call.

I called their customer services today and was told that they don't handle complaints and they have no way of getting in contact with that department and I would just have to send a follow-up email to the complaint department. I did receive a call from the customer relation department (Andy) today, 05/14/2013, who basically said in a nutshell the complaint will be filed. Nothing else will be done and I am not guaranteed I will get my refund or an apology letter. I want an apology letter for being harassed, humiliated, embarrassed, for me not getting paid for Monday, for the ticket I paid $576, for violating my civil rights altogether. My job will not reimburse me back my money because I didn't come to work that week. She didn't know what I was going through that day. Her job was to make sure the cabin is secured and the passengers are comfortable, not to harass them.

The email I received from customer relations department basically says: "According to the Federal Aviation Regulations under our Contract of Carriage, we will deny boarding to any passenger who may pose a threat to the comfort and/or safety of other passengers or employees." I wasn't a threat and I wasn't loud. I felt threatened by her actions especially when she put her index finger in my face. I never saw the pilot nor did he come and talk to me to hear my side. He just took her word like everyone else in US Airways is doing and never once addressed with the customer. I mean, I guess it's their word against mine. Thanks for listening and I am praying some type of justice can be done.

The people on the ground could not have cared less. I had to insist on a voucher to pay for my overnight hotel room. AA also gave me vouchers for supper and breakfast. No additional compensation was provided. My impression of the AA personnel is that they are so beaten down by company problems that they have basically given up. I was not treated well by this airline. I hope the merger with U.S. Air is disallowed. AA should not be allowed to become larger. Of course, I am probably stuck with more AA trips because Raleigh is a major AA hub. Nevertheless, I have bad feelings about this airline and in the future, I will avoid it whenever I have a choice.

First, I dialed the 1800 number to let them know not to let my dad board the plane. They did not know how to do it. Then I got transferred to AA At Bogota's airport. I explained what had just happened and let them know to please not to let my dad board that plane. It was still 7:15am or so. They said that line was only for tickets and that they needed to transfer me to a supervisor. Before that, they transferred me to three different representatives. None would do anything. It was almost 8 and my uncle made it back to the airport to receive the news that they let my dad board because no one called to notify. I called AA for a whole hour and your customer service team does not know how to proceed to any situation. They do not know anything or who to go to. I would recommend you to assign roles to your employees and properly train them whenever we, customers, need them.

While my dad was flying to Miami, I rushed to the airport to get him another ticket, maybe at a discounted price because it was a calamity. Then I reached to the AA counter at Miami International. These employees are the worst. They do not have a manager or supervisor to talk to. I explained the whole thing but they did not care. They offered me a round trip ticket for $1,800 and they pretty much said take it or leave it. When my dad arrived, I explained to him the whole ordeal. We then searched for a flight and found Jet Blue for $800. AA, learn from the other airlines such as United!

My flight was leaving in minutes and was told to rush to the AA counter to rectify the issue. I ran with luggage in hand and when I got there, they were closed. This was on Sunday at 3PM, with an airport full of people. I ran back and the lovely LAN rep understood my frustration and put me on standby flight, which turned out to be the next flight (4 hours later). I was exhausted and had nothing in me to make a complaint. My wife made the initial complaint for me via website. She heard nothing. She called and asked for customer retention. She was told there wasn't one. She asked to speak with a supervisor and was told it was too early to speak with one. She asked if there was a phone number for customer retention and was told there was one, but that they don't take incoming calls. What! What planet are you from?

I then arrived to the AA headquarters in Santiago and explained my ordeal. The lady with a snooty look thought that by printing the web page link and 1-800 phone number for complaints would resolve the whole thing and would get me out of her office. She was wrong. I told her that a web complaint had been done 10 days ago. That's when the infamous line, "There is nothing I can do" began playing like a broken record. She told me that a direct office for complaints didn't exist and that she was only a ticket salesperson, and not a customer service rep. I refused to leave without an answer. All of a sudden her job title changes and begins to dial phone numbers. 3 minutes later, I heard her on the phone talking with the customer retention center in the US. Wow, thought there wasn't one and thought they didn't take incoming calls.

I got on the phone and explained the story once again. Cecil told me, "There is nothing I can do." I told her that I would like to be upgraded to business class for my trip back. Cecil told me that she would agree but didn't have the power to do it. Even if she did, she doesn't know if seats were available. She then offered to make me an AA advantage customer and give me 1,000 miles. Oh, that's genius! "No, thank you" I said. Cecil then said she would check the seating for my flight. Thought she said she didn't have access. She said there wasn't a seat and that was that.

I lost two days of my vacation flying and put on standby, but the worst is I didn't make my family reunion. I was lied to a number of times and when given the chance to fix the problem, they failed miserably. Worst customer experience I've ever encountered and will never be an AA customer again.

A flight attendant told us there was no safety issue, but that we had to return for a "legal issue". Upon deplaning, I asked for an assurance that we would be able to make our connecting flight from Oahu to the big island that night, as we had a rental car and a great room waiting and a helicopter tour the next morning. I was assured we were already transferred to a later island hop that night.

When we landed in Oahu, they told us we barely had time to make the connection, and I ran ahead of the others who were also "booked" for the island hop, running through the airport to make the gate for the hop to ask them to wait for the whole group. We were told that US Airways never communicated our booking to them, and they closed the door and the flight took off.

Thanks to the 4-hour Phoenix-to-Phoenix delay and their inability to follow through with their commitment to book us on the right flight, our entire first day of our anniversary trip was wasted and miserable. We were stranded on the wrong island, put up in a lousy room with no car and no luggage, and given "meal tickets" we could not even use because we landed so late and would have to leave too early the next morning. I've flown extensively for business, missed last-chance connections before, and had luggage temporarily lost, but never had problems with such far-reaching consequences as this fiasco.

US Airways didn't even apologize for their absolute incompetence, let alone offer any compensation for what we missed. The next time a travel agent tries to book us on US Airways, we will tell them no way and recount this story!

As soon as I boarded the plane, she followed behind me to start bullying me. I was quite shocked to see her and tried to ignore her but she would not leave me alone. Again, I told her that I do not want to engage in any further conversation with her and wish to be left alone. She then proceeded to tell me that she can throw me off the plane anytime she wants to. I even went to her co-worker, another flight attendant, to report the situation. Her colleague told me that she is well-known for having a strong personality and loves drama. There's no winning with her and that I should just pick my battles. This was puzzling to me because for some reason, she was determined to pick a fight and I simply just want to be left alone and not to be engaged in any more conversations with her.

I really didn't know what else to do. I cannot even choose to be left alone. After I reported the situation to her colleague, I returned to my seat and started reading. The same flight attendant again came to my seat. She simply cannot let go of whatever happened earlier at the TSA security checkpoint. I figured if I just ignore her and not talk to her, she’ll leave me alone, but that didn’t work. She then proceeded to tell me that the captain needs to speak to me and that I have to follow her, which I did. The captain never had any intention to listen to me and told me that if I don't immediately apologize to her, they will throw me off the flight. Apologize?! She’s the one who won’t leave me alone. She’s the one who can’t stop bullying me and kept coming to my seat over and over again to me trying to start inflammatory comments and conversation.

I just want to be left alone, read my book and forget about it. She and the captain both also demanded that in order for me to stay on the flight, I cannot talk to any other passengers on the flight either. Because several bystanders who witnessed the bullying were sympathetic to me and upset by the situation and was trying to comfort me. I was on my way to a medical conference and I couldn't afford to delay my flight. In order to stay on the flight, I apologized, not sure for what. I guess for requesting to be left alone. This is the most outrageous and disturbing situation I’ve ever experienced. I am a surgeon and a clinical assistant professor at a major University Medical Center and my husband is actually a pilot. Although my English is not perfect, I believe that I have enough education and common sense to know what is appropriate conduct on an airplane.

Because she was upset with me for whatever reason before the flight, she was set out for revenge and retaliation during the flight abusing her power as a crew member. I believe both the flight attendant and the captain of this flight abused their power and privilege and I was harassed and threatened unnecessarily. I also believe this is racially motivated since they talked to me as if I do not understand English. I have filed formal complaints with both AA corporate office and DOT but have not heard back from AA as of yet. I sincerely hope AA takes this seriously to prevent this from happening again.

American Airways have told me they will refund but the money has not yet been paid back to me. They have, however, given me $150 in travel vouchers (which after this experience I will never use). No one at AA responds to written or emailed complaints. The wait to talk to a representative on the phone (even when I had a recorded issue, a contact name and a case number) is always more than one hour. I travel frequently and have never received such appalling customer service from any other airline. Basically, AA has stolen money from me and despite several discussions when the representative conceded that we are owed money, no refund has been processed.