American Airlines Reviews

Once we were in NJ, American Airlines representative there would not help us, and kept sending us to different floors and even different gates, which took more time and more shuttles! They finally put us up in a hotel, now 1am, original flight was supposed to take off at 5pm. Had to reschedule for 8am flight the next day. Very stressful, since I had an 11am class to get to back in Georgia! I barely made it.

Customer service with them has been absolutely miserable, as well. Once, I had to change the date of a flight, and it took 4 hours and $500. Customer Service desk somehow messed up again when I arrived, telling me my flight had never been changed. It had, but it took the manager and a half hour to see that the woman had misspelled my name, which isn't a difficult one, and my name was on my ID, which she had. She had repeatedly told me I clearly had not changed my flight and treated me like a liar. Then she left on lunch break, without any sense of responsibility, and her manager helped me. I'm not one of those people who gives people working for minimum wage a hard time, since I also work crappy jobs, have for years, but the lack of caring about their customers makes American Airlines just awful.

I'm currently on hold with these idiots, as usual. It hasn't taken the 4 hours it did last time (yet) but it may. Yesterday I called about flying with an Emotional Wellness animal. Half hour hold, then they said they would call back. Never did. Called again today, more waiting on hold. It's only been an hour so far, but I'm not expecting this to be resolved any time soon.

Wake up Sunday morning, November 15th, I have an email confirmation for my boyfriend, but not me. I get back on the phone w/ AA. This is where the fun begins. After another lengthy phone call on hold, the representative then tells me that we should not have been put on that flight to Newark since that was an Alaska flight operated by American Airlines. They promptly removed my boyfriend from that flight and told me I was never issued a ticket on that flight. I was to call Alaska airlines. So I call Alaskan. Alaskan Air tells me that since AA cancelled my flight, they are responsible to put me on another flight.

Call back AA - see how much fun these phone calls are on my vacation. I speak to a supposed supervisor, Christina **. She says that there are no more flights to New York that day & that all she can offer me is the same original flight (7:10AM) on the next day, Monday. Mind you, no mention of offering to accommodate us in Seattle for another FULL day. I say, that's not ok, because I must be at work on Monday, November 16th. After being put on hold again, she finally hung up on us.

My boyfriend and I promptly packed up our things and go to Seattle-Tacoma Airport as fast as possible, hopeful that the agent at the AA desk would be much more accommodating and sincere. Upon trying to explain our dilemma to the agent behind the desk, her name was Shirley, we were met with more confrontation. Instead of her trying to accommodate us, she told my boyfriend to look up flights on his phone, through Orbitz, to find another flight. Interesting how we had to do her job for her. After about a 1 minute search on his phone, he was able to find a connecting flight from Seattle to Phoenix then to JFK.

Not only did AA fail to try to accommodate stranded customers, they didn’t even attempt to help us when we were begging for help. To me, this type of service is truly unbelievable. Since the flight we eventually got on only arrived at JFK at 5am, both my boyfriend and I had to miss a day of work on Monday, November 16th and were docked pay. This is EXACTLY the reason why we had booked such an early flight on Sunday, November 15th to AVOID taking the day off on Monday. I am currently "emailing" their customer relations database non-stop expecting an appropriate voucher. They have offered me a $200 voucher - what a slap in the face. I can take about half a flight w/ $200. What a joke. I will NEVER fly American Airlines again. NEVER.

Monday, November 16, I received a voicemail since I was in a meeting the whole day and by the time I heard the message It was late, around 130PM, the flight was scheduled to leave at 630PM. I called AA and there was no choices for me to leave the same day, the only flight available was next day, in the morning, arriving at LA around noon. So, I told the operator if I get another flight the company can refund me that money and she said absolutely, you can contact them online, include the receipt and they will take care of you. I was not in the position to stay another night in the hotel, get an extra day with my car rental and food expenses for an extra day, just there. I was making extra expenses because the flight was cancelled without reason.

Now, I have called and emailed AA customer service and nobody wants to help. They just feel sorry for the inconvenience but that's it!!! I used my points to save money and at the end I spent over $500 for a round local trip, when I usually spend $265 or $300 maximum! I have no received any message where they can say they can compensate for what I have been thru. I cannot believe AA cannot even give me a refund if I would stay another day in a place where I did not have anything else to do. Hotel, car rental, food expenses, besides all the frustration I had that day, trying to find a cheap ticket to still be in LA the same night, calling airlines and at the same time, booking online, all flights were ridiculously expensive.

The cheapest was with Jetblue. I paid $399, uncomfortable seat. I was in the middle, all the way at the end of the airplane and still AA does not recognize their big inconveniences I had due to their mistake, besides their horrible customer service and no considerateness towards customers. I have the credit card and I am honestly thinking to cancel it, since I think being a frequent flyer or having a credit card with AA makes a difference to get a better treatment or consideration for your business.

Hopefully the flight I have scheduled for next month to Central America is not cancelled at the last minute. Thanks for the first, horrible, helpless and awful experience. I will never ever recommend AA to any person I know, and I will make sure to use whatever points I have if not, I just forget about it, not looking forward to use your services ever again.

It is extremely poor customer service that even though the gate agents were cognizant about our very tight connection they did not wait for us 2 minutes. The plane departed at 7:55am. We have been in transit over 30 hours since we left Cairns to not being considered and wait couple of minutes so we could board the plane to finally get to our homes. Needless to say that after more than 10 years of being a frequent flyer in AA I'm switching to a more sensitive customer focused airline: JetBlue. You may refer to my frequent flyer number ** record locator **. I hope you improve and appreciate your customers. Since not even a meal voucher was offered. Thank you.

On a flight from DFW-MSP, I navigated myself through the site and unable to verify if I had segment upgrades available. There is a note in the section for upgrade requests that says "please check your account to see if you have enough segments (500 mile) for upgrades." I was unable to verify my segments until I landed my flight and in the meantime purchased an additional 8 segments (which I found I do not need nor did I want) and it retrieve 35,000 miles. When I called AA they gave me the runaround between 3 departments and when I finally found somebody that could help me they said it was non-refundable??? These are my miles that I worked hard for??? Then she said hold on a sec and came back 5 minutes later notifying me that it is refundable but I would be charged $150!!! That is the most absurd rule I have ever heard. I use my miles and they want to charge me $150 to get them back?

This merge has only proven that US Air was only out to take more and more from their loyal travelers only to raise airfare prices add more rules and take away more amenities from the actual flights. I have already reduced my flights with AA down from EP to P and now to Gold and will probably just stop flying them all together. This is the thanks I get for being loyal to US Air for all those years. Thank you AA/US Air for treating your loyal customers with a big nothing!

I book a flight for me and my wife (who will be carrying my infant daughter). There are no available seats for us to select except the exit row for an extra $50 per ticket (we are not even allowed to sit there holding my daughter). Calling customer service, they have plenty of seats that they are "required to hold due to FAA regulations" for people the same day. Amazingly, however, I would be able to purchase these for $50 per ticket. Now, again, we have to go to the airport early (even though it is tight with leaving the hospital) and have to roll the dice with the person checking us in order to sit next to each other. The ploys they have to extract money from you are pathetic and totally ruin the trips. I say if any other airline is with one 100-200 dollars, go with the other airline. My consistently best experience has been with Southwest, particularly in terms of flexibility.

I had also pre-booked the following day's return flight to Grand Turk. When I asked customer relations at AA where to send invoices for refund on the GT flight and difference in the cost of the hotel, they refused, saying "we have made a decision not to assume financial responsibility in situations we are unable to control." They reassured me while re-booking my flight that it will not be a problem to get a refund by contacting Customer Relations. So they were lying bluntly! How disgusting! Avoid, avoid, avoid AA!

The money they asked for was pretty much all I had for spending money when I got to Mexico, so of course I got a bit emotional. I turned one second to wipe my eyes and when I turned back, she was gone! Leaving the desk agent simply looking indifferent at me. I ended up paying the money and had to borrow money from family so I could have something when I arrived in Mexico. I couldn't enjoy my trip because the little I had, I could only afford food there. I thought boarding at a connecting flight, if I gave them a heads up at 3:30am wouldn't and shouldn't have been a big deal. I didn't change my trip, just decided to drive to the connecting flight rather than going to Houston just to take an under an hour flight to the same location I'd be connected to anyway where I made the exact flight and exact plane.

The thing is, I'm just as upset about the indifference shown to me and the rudeness and inflexibility as I am the extra money spent. I ended up paying for the same flight I'd already purchased. Also, it's one thing if they wanted to charge me for the first flight, but they also made me pay for the returning flight. The thing is I fly a lot and with other airlines, I've been offered something or some flexibility. I also took a flight w/ Virgin airlines and out of curiosity asked how much it would cost if I wanted to fly the next day instead. They told me there was about a $200 fee but offered to lower it to $75 without me even asking or explaining! So go with Virgin Airlines or any other! Just DON'T FLY AMERICAN!!!

We were issued "inconvenience" vouchers to apply to another ticket (value $600). That barely put a dent in what the delay cost us. Contacted AA three times with no results and even had a "tweet" conversation with them where they said customer relations has final say. Worst service ever!! On their OWN website they say if your flight is rescheduled, causing overnight stay, they will provide hotel stay. They don't even abide by their own policies!

Due to their incompetence we missed our connecting flight and were stuck in Dallas overnight. So our original bag was on a plane we were not on. Bags can fly separate from you as long as it's American Airline's fault. But not to help the customer. Supervisor's suggestion? Pay over 400 dollars to change to next day flight. Flying American Airlines to Mexico is one HUGE advertisement to fly Southwest Airlines anytime possible. I would give this airline ZERO STARS if it was possible.

After the announcement, he walked back by towards the front of the plane. I tried to gain his attention by saying "excuse me sir" (he ignored) again, "excuse me sir" waving a bit to gain his attention (again, he ignored) finally after a third time he looked and I said, "sir, yes you," and pointed to him, and asked "what is your name"? He then bounded towards me yelling that I was not to point at him and proceeded to threaten to throw me off the plane. He proceeded to make false acquisitions regarding the first incident and stated that I had been reported and would be possibly removed from the plane. Several times during his rant I asked him for his name so that I could complete the appropriate customer service feedback. He refused every time and repeated with threats to remove me from the plane!

The lead female flight attendant came back to discuss my concerns prior to takeoff; however, she was unable to hear the full story and stated that she would return once we were in the air. She did not return during the flight. As we were exiting the plane I stopped and asked for the man's name in order to file a formal complaint. She stated that they were not allowed to provide names. I then asked for some sort of employee identification. At this time the male attendant came over and again began to belittle me and become confrontational. He said that he had asked me politely and I shared that I disagreed. He then stated that "you couldn't tell me anything". I told him his customer service was very much lacking and that he was lying about how he had spoken to me initially. He placed his hands on me in disagreement. The captain witnessed this and said that he would have me removed from the plane.

It is a sad day and age when a paying customer is treated like a common criminal simply because they question and take offense to being treated like trash on a flight. I appreciate the safety measures in place in our airports but to abuse the regulations in place so that you can treat people poorly and threaten them as a result of your actions is simply in poor taste and a terrible display of customer service. DO NOT FLY AA!!

They lost our luggage and we were lied to about how long it would be before receiving them. Trying to call their customer service is a joke. Takes forever and they are so rude. Also they damaged our luggage. We paid extra for early boarding but that too was a joke bc they allowed anyone to enter, even if they didn't pay. Flying should not be frustrating like it is when flying American Airlines... We also had over a two hour delay! Horrible experience. Will never fly with them again!

I was flying from RIC with 2 connecting flights. I was asked to check in kiosk. It took me a while then Supervisor called Nanccy came and said they can not board me in flight. She asked me to pay $75 extra for each passenger to put me in next flight with a seat. I denied and I was handed to next associate, she was helping me to get me on next flight which was two later and Nanccy asked to help other passenger to the associate who was trying to help me. And after a while Nanccy came and said, "We cannot help you," and she asked me to call the ticketing agent to get next flight. Finally after standing in counter for 5 hours, we got to know that American Airline was not able to get flight confirmation from my remaining flights although all fights were on time.

On top of that when I called in ticketing agent – they found that American Airline had a note on account –“I was late so they cannot board me”. Because of that, I was in call for 6 hours with my ticketing agent to explain what had happen in RIC American Airline counters. Finally I have to return home and took a flight after 2 days with 4 connection flights.

I was forced to cancel my reservations due to an issue with my son's medical issues due to active military duty and he had just returned from S. America. When I called on 10/30/2015 to cancel, I explained to the girl I spoke with that this was a sensitive issue and I wasn't sure when I could reschedule but that I should be able to call back on Tuesday, 11/3/2015. At that time, she assured me that it would not be a problem and that the change fees up to $200 would be waived.

I had checked online last week and the flights were in the $368 range. I called yesterday, (Tuesday, 11/3/2015), to reschedule my flight and was informed that the rate of my flight had escalated to almost $600 and this was only 30 minutes after looking at the rates and they were $517. So I proceeded to book my flight anyway, only to be told that they would only waive $100 of the $200 change fee. I spoke to a supervisor hoping to have some leniency due to the circumstances and he refused to credit the $200 change fee and said he would only allow $100 credit.

With the increase in prices, I am unable to afford to fly unless the change fee is waived as promised. If this is how American Airlines chooses to treat their customers and their military, I will not fly with them again. AA should seriously be ashamed of themselves and should be bending over backwards to assist their customers regardless of military or civilian under their current circumstances. This is unacceptable and disrespectful in my opinion.

We did not stop for anything along the way, nor did we take our time moving along. We eventually found the customer service desk, where there was only one person ahead of us. The rep was very cold, telling us there was nothing she could do other than booking us for the next day. I asked if we were going to be put up for the night, I was told flatly "No". When I asked if there was someone who could help I was told "no, it's policy to not provide help or advice." I persistently asked for a manager, so she finally called someone. While we waited I called to Allianz to get our claim started. I was told that the insurance doesn't cover this, and that they only cover if the delay is more than six hours. The rep was very smug and asked if I was unable to comprehend the insurance agreement. At this point I terminated the conversation.

At this point an AA employee handed my wife boarding passes for the next day and walked away. I did not get his first name. He was was not cold or disrespectful, but hardly helpful. He stated that he has no authority to help in any way except for the rebooking. No hotel voucher, no transportation, no food, no suggestions. I have contacted AA several times, they take zero responsibility in the matter. AA blames me, TSA and customs. They keep urging me to purchase tickets for another flight so they can "provide excellent service". Sorry, if you can't rectify a mistake, you don't get my money. Flight #1321 CUN - DFW Flight #1223 DFW - SEA.

Once landing in Miami we sat on the plane till 3:20pm and had to run down to baggage claim. We arrived at claim to wait 10 mins to finally receive 1 of our 2 bags. We were supposed to get our bags and leave to go to Miami port to go on our honeymoon cruise. Our other bag is not showing up so we then ask 5 workers where the bag could be since no other bags are on the baggage claim belts. No one can seem to find the bag only saying "it is here in the airport somewhere." At this point in time it is 3:45, they tell us to make a claim with baggage claim people. We proceed with our claim once 3 of them stop helping 1 family. At 4pm our cruise sets off and we are now stuck in the airport. A man walks over around 4:10pm and says "I found your bag", after we had already asked him. It was in his pile of bags next to him and it took him 15 mins to find.

We then missed our cruise to the American airline workers not doing their job correctly. So we then have to call this 1800 number to make another claim and that gets us nowhere for 2 hours. All the while we are still stuck in Miami airport still. Only thing we could get set up over the phone was a return flight back on this crappy airline back to Ohio where we live. We go upstairs to the ticket lady and she is shocked at our news. She then is setting up our return flight and she misses our check in time for our bags. So we then have missed our return flight due to more worker negligence. She then goes out of her way to help and sets us up in a hotel and gives us transportation to and from the airport. Also she gives us food vouchers since our food and transportation was paid for in our cruise we were supposed to be on but we were stuck in the airport.

We get to the hotel and check in and realize checkout is at 12pm on Mon November 2nd and our flight is not till 9:20pm that night. We get to the airport the following day and spend all afternoon and day in the airport since we do not have any other means of getting around the city. We check our bags at 12:30 pm that day and spend the day in the airport walking around and playing cards. We are getting close to our boarding time at 9:20. 8:10 pm hits we get a notification and our flight has been delayed till 10:46. "Great" I thought another delay at this point in time. So instead of arriving at the airport in cvg at 12:30 am we are not scheduled to arrive in cvg at 1:20 am. So we continue waiting in the airport till 10:30 pm and we are then allowed to board the plane. We get on. All is well on this tiny little plane and we arrive in cvg.

We arrive and go to get our bags at 1:20am. At 1:35 finally bags start coming up and we get 1 bag but not our other bag. So we wait 5 mins while we are the only passengers still there at this airport and nothing comes up. We then have to go to baggage claim people and tell them our bag is lost again but this time it is a different airport. A young man walks over and says "all the bags are up here" and looks eager to leave, only to find out he has to go back downstairs to find our bag. After waiting an additional 20 more mins finally our bag strolls up this ramp and we can go. We do not leave airport till about 2:10 am and don't get home till close to 3am. Craziest flying experience ever. Thank you American Airlines for not doing your job. I wish I could go to work and not do my job right.

The gate staff were very helpful and seated us together. The choice of films, TV, etc. abysmal - only 6 films and one for children. Hard, uncomfortable seats. Food not great and wine worse. Cabin crew, although pleasant, never offered water during flight bar mealtimes, unless requested. There was a degree of turbulence so a great excuse not to serve hot drinks at breakfast time - although business and first class got theirs! Breakfast awful. Will I fly AA again? No chance!

Then insultingly then credit me $29.00 for the difference in first class tickets? Really? Where can you upgrade from coach to first class for $29.00? Everyone would be flying first class. AND NOTHING for our trouble. They didn't give us anything for our troubles. What a waste. If they don't resolve this I will NEVER fly them again. And the worst thing is you can't talk to a person. "We don't accept incoming calls" you have to write to them. Never to hear back again. Other than to say.. "Sorry, can't help you, you'll have to write to the refund department"... Nice business practices. Ridiculous.

So, we finally made it to Columbia 10 and half hours later, where we had to rent a car on our own dime to reach Charleston. Our return flight home, was delayed 2 hours and then when we inquired about missing our connection in Charlotte, we were told that there was no other plane out of Charlotte that night. So we would be stuck in the airport for a stand by flight the next day. Due to the negligence of American Airlines, we are out checked baggage fees, additional costs of particular timed flights, a day of work for my husband and I, additional costs for rental car, and additional parking costs for another day, totaling well over $600.

He then proceeded to get loud and said "If you want to know why don't you just look out the window and check for your self!" He said this twice in front of other passengers who could not believe the tone and manner he said this. So I got up and said I'll check for myself. So as I walked passed I said that I was going to get his name on the way out. He then said "No you are not." As I turned to go back to my seat he yelled (in front of everyone) "Here it is" and he grabbed his ID out of his front pocket and said "Get it now because you are not going to get it later." I did not have my glasses on and could not read his name. I said "I cannot read the name" and he said "Too bad" and stuck it back in his pocket. I will not ever fly American Airlines again, the staff is unprofessional. They get away with treating people like crap.

When I finally made it to the check in desk, the rep. told me she could not check my bag in cause it fell within a 45 min. cutoff point of plane departure and I would have to get my flight rescheduled at another desk. In disbelief, I asked her if they could send my bag on a later flight for me to pick up at a later time and she said "No". I would have made my flight no problem had she been willing to do her job which is customer service. Instead, I stood in another line for another hour with other customers that were told the same thing. To make a long story short, the new tickets I was given for my flight were for standby which I have never experienced before, nor would I ever subject myself to again.

Keep in mind I paid a full fare for my flight... I made the first flight to my connecting flight in DFW but was bumped from my final flight to my destination when I was ready to leave DFW. I had to run around DFW airport like a rat in a maze from one Gate to a completely different wing of the airport via shuttle to finally get a flight that I was not bumped from to get me to my final destination! This is not what I call great customer service. I felt more like a 2nd rate citizen. What was supposed to be less than a 6 hour travel time flight turned into 16 hours of waiting and flight time included to get where I was supposed to go.

How is this company still in business??? Not to mention the airplane to DFW was the filthiest/Rundown airplane I have ever been on!!! To make matters worse, both flights had me sitting in the last available seats in the back of the plane which do not recline! I usually fly Southwest when I travel, but in this case American Airlines had the better fare. Big mistake! I will NEVER, and I mean NEVER fly American Airlines again!!! Do yourself a favor, pay the extra money. If we are lucky another competitor will buy them out and bring their airplanes back to a worthy level.

Everything about this airline sucks, and I could not understand why they're still in business. Considering their overall rating is a 1 star, I HIGHLY RECOMMEND customers to stop funding this shady company. I have heard many bad things about them besides all these other reviews. There are much better airlines out there that are more honest and have better service. Please stop making $ for this ** company! I cannot express how upset I am with this company.

I requested very much to give me at least one seat as my child was getting sick. I didn't have any more diapers, no food etc. But they only gave me seat for the the next flight which was at 4:40 PM. The AA representatives (a man and a lady) in Gate A25 at 1:30 PM told me that customer care didn't do it correctly for me and that humans can make mistakes and were extremely rude. I got the last seat in the next flight but this flight could not take off due to some technical issue. We had to board off the flight and the next flight departed at 6:30 PM. My child got very sick after this travel and he is very sick today. Is this all the justice American Airlines does for its passengers?

On 10/9/2015 our flight out of BOS was delayed due to weather, resulting in our being rebooked to a later flight (US2167) from LGA to DCA scheduled to depart LGA around 7:30 pm EST, arriving into DCA around 9:26 pm EST. After two hours of multiple delays, at 9:00 pm EST, flight US2167 from LGA to DCA was cancelled. The gate attendants did not state that this flight was not cancelled due to weather. However, based upon the other observations at the time, it is my belief that this flight was cancelled for the convenience of American Airlines so that the equipment would be positioned in LGA for the flight schedule on 10/10/2015.

The communications between the flight US2167 pilot and the American agents / staff at LGA Gate C42 that evening demonstrated that the pilot was in violent disagreement with the cancelling of the flight and furthermore, 30 minutes after the cancellation of flight US2167, another American flight, US2174 from LGA to DCA, pulled away from the jet bridge at LGA Gate C41 also headed to DCA.

I contacted American Customer Service (in writing - letter dated 10/12/2015 / mailed 10/13/2015)) as well as calling the Advantage Customer Service Center on 10/21/2015. While originally I had requested replacing the 200,000 AAdvantage miles back into my frequent flyer account -- and I would still like this to occur -- I am even more interested in learning the truth to the following questions:

1) How could AA make two different decisions regarding two different flights going from the same airport (LGA) to the same destination (DCA) at the exact same time and in the same weather? As AA Customer Relations are now claiming it was weather-related, why would AA Flight Operations allow the US2174 flight take off in harm's way but cancel flight US2167?

2) And, if the flight was cancelled for convenience, but communicated as weather-related, was the airline was hiding behind policies that weather-related delays are not eligible for hotel or food compensation of stranded passengers. Another business / economic factor to the airline decision-making vs. commitments made to consumers.

3) How could the communications between AA pilot and gate agents (overheard/observed) at the Gate and the responses communicated from the AA Customer Service area to my complaint be totally different on the reason for cancellation of the flight? Are the documented records for both flights radically different or have one or both of the flight records been falsified?

4) What protections are in place for consumers from airlines (American specifically) in making self-serving / business decisions that result in leaving the consumers to fend for themselves after the airline has accepted/taken the consumers money and, of even more importance, the consumer's confidence in travelling schedules? How often is this happening to where the consumer is not fortunate enough, as what I was, to hear and observe the debate occurring between the AA pilot and gate agents as to the basis of cancellation decisions?

My husband recently had a heart attack; we are both over 71, so this was very stressful and could have resulted in another heart attack. This last-minute dash was unnecessary if San Diego had tried to board the plane on time. Apparently there is little concern for passengers' comfort and age limitations. We were warned about American Airlines; now that they have merged with US Air, I'm sure there will be less concern.

I have been flying for 20 years and I am appalled at the lack of space and attitude of the airline to think they are doing me a favor offering me a seat on a 3hr+ flight that is half that of a bus, train or my car seat! American you lowered your bar and now you rate under SouthWest. At least SW gives me 2 free bags. My next trip will be on UNITED, at least when you upgrade with them you actually get a bigger seat, a place to plug your laptop in and SPACE! Perhaps you can consult with them and learn how to better organize your plane so us lowly travelers, which keep your business going by buying tickets, can sit in some well deserved and necessary breathing room when we fly because right your seating it absolutely SUCKS!

I guess we should not complain, right? After all, they also charge extra for many of the seats. I tried to talk to someone in customer relations and that is not allowed. They do not want a phone call. You must email them with your issue. Sounds to me like they really are not customer friendly AT ALL. For me... last time to fly American Airlines.

Very disappointed with lack of information, help from staff and eventually had to resort to spending own money to get train to Philadelphia central train station then Bolt Bus to New York. We were not given any useful information, provided alternative transport, any drinks or meals during our extended delay at PHL. In addition the way we were treated at PHL by US Airways staff, who had really mad attitudes and no compassion. I filed for refund as we could not fly due to flights being cancelled from Philadelphia to New York, they gave us a refund of 5.73 each.... HOW BAD IS THAT... Pathetic airline!!! I complained and never heard anything back. Will never fly US Airways/American Airways again and would suggest anyone flying from UK avoid US Airways/AA especially when transiting via Philadelphia.

During the conversation I specifically asked about applying the fare to a ticket for any destination, not the destination of the unused portion of the ticket. American Airlines said that was no problem, and that the value of the unused portion would be assessed when I provided the new itinerary. Well, guess what? The American Airlines sales person was apparently wrong, but there's no record of this information, and of course I'm the loser. However, American Airlines customer service solution is to frequently say 'unfortunately'. All care and no responsibility. I vote American Airlines the worst airline on the planet.

Here comes the great part of all of this, their returning flight was cancelled. They said because they didn't get on their departing flight the returning flight reservation is automatically cancelled. Meaning we had to buy two tickets through another airline to get them back to Orlando. The supervisor I spoke to on the phone was very rude didn't even bother to help. This is the worse airline ever, I don't recommend anyone to book through here no matter how cheap the flight is. Traveling is supposed to be a fun experience not a frustrating one.

Custom jewelry was stolen in the amount of $250. A pair of 14K yellow gold huggie hoop earrings in the bag was also stolen. These earring had a value of $200.00. In addition, a white and gold 14K bracelet was stolen. Value is $400.00. I had also stolen by one of AA's employees and or agents an irreplaceable heirloom: A bracelet my mother bought my father when he entered WWII. It is a sterling silver man's bracelet with his name and his service serial number engraved on it. My mother gave it to me after my father died 20 years ago, since I am named after him. There is no amount of money that can replace this item, and I am extremely upset over this. All of the items were in a black and white makeup bag.

I want a complete investigation into this matter and am demanding prosecution of all involved. I want the name and contact information of an agent of AA who will be investigating this matter, and a contact and address to file criminal charges in Guayaquil, Ecuador. I want the police contacted in Guayaquil and a police investigation commenced.

My wife wants the value of her jewelry. I want my father's bracelet back or prison for those involved! Please contact me with a contact name and number of your agent handling this claim and a contact name and address to file a police report. I am very upset. Before I go online to all the public media, I can blasting your company of this incident and in particular this flight and city, about this awful and despicable situation, I will give your company a chance to investigate. But I do not want a possible criminal investigation to get cold and the thief or thieves to get away. I am sure we were not the only ones targeted. I want and demand immediate action.

But the painful part of it is that that airline would not take a payment from me over the phone. So it was left for my cash stranded relatives to pay for it when my relative eventually made it to Texas and busted out crying at the airport that someone at the Emirates airlines skipped the payment and still let them board the plane! To cut the story short, my relatives that were coming to the US for the first time from a tropical weather slept on bare floor at the airport. No one offered them water, food, hotel or blanket. As a matter of fact they had to buy blankets inside the airport when it felt like they were freezing to death. They never had the opportunity to sleep in the hotel that I had already paid for in Texas (Wingate by Wyndham at the George Bush International Airport).

The most horrifying part of this ordeal is that I never got a single apology from this company even after I filed a complaint with the Department of Transportation Aviation Consumer Protection Division. American Airlines responded after the complaint and said that they could not deal with me on my relatives' behalf until they get a written consent from them. My family however got in touch with this airline twice through the e-mail address they provided (www.aa.com/customerrelations) and these people claimed they never got anything. I wrote them myself again and explained to them that the only way my family can get in touch with them is through the e-mail that US Airways provided, that they cannot use a prefilled form that is designed for US only - there are no zip codes in Nigeria and that is a requirement to get that form submitted.

After going back and forth with agency that I reported them to, the final thing they have for me is that I can file a lawsuit if I want to, and I have never felt my humiliated in my life. US Airways/American Airlines had absolutely no problem when I used my credit card to pay for those tickets but they sure have a very big problem to even speak with me when they messed up. The flight date was 07/18/2015 and the flight numbers were 1785 and 1805.

I waited for 30 minutes and finally they transferred call to superior and no luck with him also. Then they transferred to another level of department then she is not at all ready to listen to my words. She keep on saying only one word "7-15 days you will get money." I said "I am asking only tracking number to track from my side so if something goes wrong I can call back." She said "call daily to know the status." ** stupid how she can say call daily and waste my time. Finally I kept a trust on airlines and they did refund within 3 business days. Thanks for airline but please change your workers who talk all this ** to customers.

Experience at airport terrible, TV's didn't shut off - blared all night, floor cleaners with noisy equipment cleaned the floors, & then had emergency test fire drill at 4 am. I had to take another day off from work because of exhaustion & lack of sleep & slept all of the next day. So this had inconvenienced me now for 2 days! I will email customer relations and see if I can get any compensation. Also get this - spoke with another acquaintance of mine flying a few days later also in the same area and they were on Southwest airlines. Their flight got delayed overnight too. But guess what - they got their hotel and food paid for!! Now that really pisses me off.

I am going to try to get a free ticket or anything I can my hands on to make them pay for the lousy customer service. If similarly priced airlines can compensate -why can't this one? I tell you if they keep it up they will go out of business. It's quite unbelievable that they own much of the Dallas Airport. I doubt I will ever use them again except to use up the compensation if I get any. Also I should get their credit card just to use them, get the free flight points and then switch to a free card as soon as I use up the ticket. So I will get something for nothing from them as revenge if they don't give a crap.

Our "upgraded" seats were supposed to give us more comfort. That's hilarious! The aisles are so narrow due to extra seats, they actually had to re-design and shave inches off the food and beverage carts. Sooooo, that means: we got slammed all night long by passengers, flight attendants and food/bev carts. In addition, the bulkhead seats have no under seat storage, plus the tray table and entertainment screen are stored in the armrest, making the seat even smaller than the already pathetically small, crowded (zero legroom) regular economy seats. This is an expensive economy seat, on a very long flight. We were complete zombies by the time we got to London. I've been an AA Advantage frequent flyer for 20+ years. I've flown this exact same flight at least 6 times. I have never been so uncomfortable on any flight in the 60 years I've been an air traveler.

I waited a couple of days and the charges were still on there but now I had two tickets for the same destination back to back (physically not possible). Once again I called the US Airways, explained what happened and after speaking to a Supervisor was told to go online, file a refund request. I did that, explaining for the 3rd time what had happened. Today, 10 days later I received a "Denied Refund". AGAIN I call them, asking why my refund was denied, mentioning the 24 hour "grace" period and she told me I didn't get the refund because 1. It was non refundable (even though their website says that they will issue refunds on refundable & nonrefundable tickets). 2. Yes, it is true about the 24 hours but... but because my husband was departing within 6 days of ticket purchase I would not receive a refund.

INTERESTING... That is a bunch of BS. She then told me because my husband didn't use the ticket, I have 1 year from the date of purchase to still use it BUT will have to PAY $200 on top of that to change it to a new date. AWESOME... I filed a complaint with the Air Consumer Protection Agency. Now, every time I book a ticket for my husband I get paranoid and double, triple and quadruple check everything to make sure I don't screw myself over again ACCIDENTALLY. AND NOW, TO TOP IT OFF, I see I need to add a receipt, went online to look for it and it said his flight was cancelled. If wanted to use it still (which I don't) can I even do that???

At that moment I thought it probably is American Airline rule to pay if our flight got delay. So we walked to gate C30 for 9:15 pm flight and I asked one of the front desk gentleman, and he told us we they could of get us in for free. But nothing he could do now coz it 8:10 pm. So I went to ask the information center and explain everything. One of the front desk said because the lady at gate B7 may just started the job and she may doesn't know. So I ask to speak with someone else to see if she is new to the job because I want to make sure she knows all the info that she supposed to for the next customer and won't make the same mistake again, and also at the Puerto Rico, who looked for our connection flight. This seem like American Airline didn't train people well enough. And I very disappointed that the second lady didn't even apologize and try to make it sound like my failed. Never again... Worst experience I ever had with any flight.

I'm sure situations like this happen... why such policies that call for abusive restrictions? I tried numerous times to request American Airlines to allow her to keep the flight home. However they declined (quite rudely) then disconnected the call and then called me back at 2:00 in the morning (4 hours later!!) to tell me the flight could not be rebooked! Not only rude but inconsiderate as well! There should have been a better way of rectify this situation. They will not even issue a credit for a later flight.

Problem number 1: Without any notification, American changed the equipment to a small regional jet that had no first class. No partial refund. To make it worse, the original seats I had booked for us did not even exist on the new equipment. Had I not randomly checked on my own, my son and his friend would not have been able to fly and our weekend would have been ruined.

Problem number 2: Finally on travel day, we arrived at our destination and my bag fails to show. No problem, says their baggage service, they will have it delivered to my hotel in South Bend. Sounded great, but never happened. I had to go Friday through Sunday without it. But what a surprise, they managed to find it when I checked back in to return home, as it never even left the airport.

Problem number 3: When the bags came to the carousel, mine didn't show again. Then after a few minutes it came out, all by itself, completely smashed, torn and ruined. It is a total loss. The entire experience start to finish was completely unacceptable. As disclosure, I am a Platinum flyer with American Airlines, and I will look to take my business elsewhere.

So, I would have to spend another night in a hotel, but after a long long wait, I was told I would have to arrange my own room through Airport Accommodations because all the airline's "contract hotels" were full up. I called Airport Accommodations only to be told that they were full up, too. So, I asked to speak to a US Air supervisor who told me I would have to arrange my own hotel at my own expense but he would not guarantee that I would get repaid. I was told to contact customer service by email at the address on the back of the boarding pass - I tried but that address doesn't work. I called on the phone - couldn't get customer service on a Saturday. I had to spend $359 for a hotel (it was the cheapest available hotel that had any rooms open.) US Air made NO EFFORT to notify me of any of the cancellations even though they have my cell phone number and email address AND I'm a frequent flyer member!

If they had, perhaps I wouldn't be waiting on flight #5 right now to try to get me home. The general attitude of management is that they don't care. I have been given no priority for seating on any other flights going to KC. I've been trying to get their standby (at the suggestion of US Air) but to no avail. I even asked the Admiral's Club if I could get a complimentary free pass while I waited this entire day and got a "No, this is a private club." The US Air ticket agents try to help, but that's it. I'll never fly this airline again. I'm out approximately $600 so far off my own money, two full days of trying to get a flight out of here and I'm still sitting in this airport hoping I can get home. I am not a happy customer!!! If they don't get me on the last flight out tonight, I'm going to buy a train ticket home. It’s cheaper than paying for another hotel out of my pocket and at least I'll get home.

On Friday, September 11, 2015 my husband and I were at DFW, gate A14 waiting to board flight #2480 to Los Angeles. We were traveling with 1 roll-on, carry-on bag each. Aside from the fact that our family has flown American Airlines for over 30 years for both business and vacations, the roller carry-ons have been used for over 5 years to travel American Airlines and have always been carried in the overhead bins. When our group was called to board the plane, we approached the check-in counter which was being staffed by Mr. J. ** and two other gate agents. From a long line of passengers we were the only passengers that Mr. ** ordered to place our bag inside the luggage checker-box at the gate. The bags fit. However, ** abruptly said that they were about 1” higher than it was supposed to and that they had to be checked in.

Ignoring our claim that our bags had been used many, many times on American flights before and that they do fit in the overhead bins, **’ co-worker proceeded to slap the stickers on our bags. I told her that I did not want to check them. At this point, ** got on my face and aggressively, belligerently, and arrogantly said "You have two choices: either you check them or you won’t be going on this flight." I felt like a child being reprimanded by a bitter, frustrated teacher. We relinquished our bags and my husband turned to look at his ID badge and said "J. **, right?" **, pointing to his badge, said “Here it is, check it. I also have your names.” We felt humiliated.

As we started walking down the ramp to board the aircraft, I hear my name being called and a male voice saying that I had left my boarding pass at check-in. Did I leave the pass? Or, was it not returned to me? It doesn’t matter now. My husband, who was walking a few passengers behind me, proceeded to walk back to retrieve my pass, however, ** stormed past him to get to me. As I extended my arm to take the pass, he motioned my arm out of the way, shook his index finger in front of my nose (again, aggressively, belligerently, arrogantly and in front of all the passengers) and said: “One more outburst from you and I will get the captain and you will not be flying.” I was stunned to say the least.

What just happened? Are we in kindergarten? Is this American Airlines? Completely uncalled for. Once inside the plane we saw many other carry-on bags just like ours, which apparently, passed the ** test. We took pictures. On October 9, 2015 I received an email from an American Airlines Customer Relations employee. No offense to him, but, not only was he NOT one those I wrote to, but his email read like a computer-generated, just-change-the-name-of-the-complainant form email.

Essentially, he said that "we are deeply sorry for the disappointing service received from our personnel" and added that "our training programs emphasize the importance of an individualized, caring approach, and that we expect our employees to apply these policies and procedures with the utmost courtesy and professionalism," and finally, "that rudeness or unwillingness to assist a customer will not be tolerated!" (His exclamation point, not mine)

Well, so much for American Airlines’ training emphasizing an individualized approach and utmost courtesy and professionalism and their no-tolerance for rudeness or unwillingness to assist. Their response certainly feels very depersonalized and uncaring. Oh, and lest I forget, they urge me to "please travel with us again soon and give us an opportunity to provide you with the level of service that you expect and deserve." Ah, thanks but, it is not gonna happen. They’ve lost a faithful customer. I suppose that viewed as one of the thousands of complaints made by customers directly to American Airlines or via blogs and/or other "venting" sites, mine is just one more.

I do remember the times when arriving at our destinations, the AA attendant would come on the PA system and said something like "we realize you have a choice of airlines and we thank you for choosing American." This appears no longer important. So I say to American: Yes, I know I have a choice in airlines and in the future, I’ll certainly choose any other but you. Check it.

In addition, they were severely under-staffed. There were 2 gate agents assigned to assist all passengers in rebooking and 40+ minute waits to speak to an agent through the phone. Several passengers were connecting to international flights (UK), and the airline provided no extra accommodations for those passengers for those very long flights. There was a 7:15 departure to PHL that those people could have taken, and the agents did not even bother to ask for volunteers with flexible travel plans, probably because of the personnel shortage. Those passengers had to give up their place in line to go to the other gate and ask about this. Furthermore, the gate agents could not finish helping everyone in line before having to leave to board other flights. I was one of the last customers to get assisted, and was happy about that, or so I thought...

The gate agent told me there was still a seat on a 12:38 PM American direct flight to JFK the next day (today). I was told I was confirmed on that flight, and to come back the following morning. On the American app, I noticed that my reservation had been cancelled in the morning as I was driving the 1.5 hr commute back to the airport. There are still some issues with the merger, as app support specialist who I called believed part of the problem was that US Airways had been the ones to book the flight. I later spoke with two ticketing representatives who were very nice (my call dropped on the first one, which is why I spoke to two). The second representative reissued the ticket and reassured me everything would be fine.

It wasn't fine. After I arrived at the airport again and parked, I found out my reservation was cancelled again. Apparently, the gate agent last night never actually confirmed me on the 12:38 OVERSOLD flight to JFK. I had to be bumped to a 1:50 PM flight with a layover in CLT (the opposite direction) to arrive at 6:01. Additionally, I would not be eligible for compensation that other ticketed passengers typically receive for this sort of thing since I wasn't technically "booked" (the fault of the gate agent who rebooked me, not mine) as any other passenger would have been for a nearly 24 hour delay. The customer service representative at the ticketing counter instructed me to submit an online request.

I have had much better customer service with United Airlines, who I typically use to fly this route. They are good about working with other carriers, and will compensate you appropriately in these situations, even when they don't have to. I attempted to submit a review through their online system, but that too, was down. I don't plan on flying US Airways again, even if it is cheaper, unless I have no other options.

When I arrived at the ticket counter 5:00 am this morning the ticket attendant smiled and gave me a 800 phone number to call. The AA indicated that it would be wise for me to purchase a ticket to Miami and another from Miami to New Orleans. Airway Robbery is what it is. They didn't care that I did not cancel my flight, paid approx $500 for my original tickets, approx amounts $260 for the changed ticket, $200 to fly to Florida and another $200 to return home from Florida. This is more than robbery. American Airlines is getting richer every day with tactics such as the one that I've experienced today.

As some of you may have seen on the news, Hurricane Joaquin decided to hit Columbia at the same time we did. The wedding, though rainy, was a success. Our flight was scheduled to leave out of Charlotte on flight 1704 at 10:09 Sunday night 10/4. Sunday afternoon the news was already reporting roads and highways closed so I called the airline to see if our flight would leave Charlotte. The first woman I spoke to was very helpful. She checked and said flight 1704 out of Phoenix was delayed so we were eligible for a ticket change due to flight irregularity.

We didn't know what to do. We needed to get to work the next day but we did not want to be foolish. The news was showing washed out roads and floods so I called American/US Air back to change our flight. Again they were wonderful and they changed my ticket at no charge to the next afternoon. By now the Governor of South Carolina declared a curfew so the AA rep made sure she changed us to an afternoon flight the next day because we would not make it in the morning with all the road damage. I kept checking our flight and saw that it did catch up and was now scheduled to leave Charlotte on time, but we could not get there.

While trying to change the guys's tickets, the problem was that, although I used middle names when I purchased the tickets, Orbitz only used my brother and nephew's first names which are the same, so the reservation showed identical names. This prevented the rep from changing it, although she tried. She kept coming on the line to apologize and tell me she was contacting another help desk. Of course I said not a problem and thanked her for being so kind. After an hour and a half, she had to transfer me to a supervisor, who immediately dug her heels in and said since the flight was on time a $200 change fee would apply per ticket.

I explained we were stuck in a state of emergency and it was impossible to get there. In so many words she said sorry, not her problem. She saw the two Johns' names and asked if I was on this reservation also. I said no. I have to say I withheld the information that I was on a separate reservation and that they changed me at no charge because I was afraid she would charge me. She said it would be $200 per ticket plus an additional $25 because I was unable to do the change online.

I was upset because I could not afford it plus spent hours on the phone with employees who offered to help at no charge but this supervisor negated all their efforts. She basically said she was sorry but she has had problems too and that sometimes life isn't fair, too bad for me, but she was charging me. I had no choice but to give her my credit card information. Ironically it was an American Airlines MasterCard that I've used faithfully for 15 years and which I will be canceling as soon as I arrange for a different card.

In the meantime, one of my nephew's friends wanted to go back home which was about 45 minutes away. He's lived in the area all his life so once he could not get on the highway he tried back roads. He finally called us to say he could not get there and was heading back to my sister's, and to tell us to not even try to get to the airport because we would not make it.

The next morning we watched the news and tried to find a route to the that airport that was clear. I called the state police and the news channel to see if they could help but was not able to get the information. There was so much devastation -- there still is -- so one family trying to get to the airport was not a priority. We headed out but were stopped on I26, not even ten minutes away. It took us an hour to get off the highway and get re-routed back to where we started. We finally spoke to someone that suggested we try to go up to Spartanburg then cut across the state. It was a much longer route but we didn't care. We just wanted to get there.

This highway was now clear but there was still evidence where the water had been across the road in the low parts. Some of the barricades were still there but moved to the side. Each mile we went we breathed easier. Once we finally got to the airport exactly 2 hours before our flight was the leave, we went to the counter to get our boarding passes. I was able to use the kiosk but the guys were not. I heard my brother at the counter so I got my pass and walked up and learned that, while the supervisor made sure she charged my credit card the night before, she never booked the tickets.

Again, the AA employees were incredibly understanding and helpful. Before I even reached the counter they were checking for seats without making us jump through hoops. We were told that there were only 2 seats left on the flight. They were appalled that I was charged and embarrassed that the seats were not booked. These employees live in the area and were aware of how awful this hurricane was. They never hesitated to help but of course they were not in a position to reverse the charges. They said just call and they will do it. Of course from the reviews I've read here, any of us who have tried to deal with American Airlines Corporate know that's not how it works.

The next day I wrote emails and I was promptly notified by the person in charge of Customer Relations in Corporate. She looked at all the information I provided and said she did not see the charge. I gave her the information from my bill and then she saw it. I had a glimmer of hope but it was soon dashed. She explained to me that there are higher priced tickets I could have purchased that would allow me to change at no fee, but since I did not, there was nothing she could do. She said she could not find any loopholes to refund the fees for our "voluntary" change.

I assured her it was not "voluntary." I did not want to drive through flood waters in a curfew just because American Airlines refused to help us, or choose to spend an extra day in Columbia SC in the middle of a state of emergency on the phone trying to arrange our return trip, or spend the night watching roads, cars and caskets wash away, or spend the next morning making phone calls trying to find out which highways were open so we could make it to Charlotte, or worry that we would not be able to make it and be forced to turn around because, even after trying to gather information, the highways were closed, or use more time off from work, or to have my family to lose a day's pay. Trust me, none of this was "voluntary."

As far as American Airlines and US Air was concerned, our flight home was fine and it was not their problem that we could not get there because we were stuck in a disaster area so our "voluntary change" fees would not be refunded. She was very nice but it was like talking to a wall. There was never a chance that she would work with me but she stayed pleasant throughout the call. I believe when someone is that high up in Corporate America, part of their job is to be pleasant while never bending. Many of us could not do that job and still sleep at night because compassion has to be put to the wayside. It is clear that they do not care. I thanked her and said I will pursue this and she kindly said, "fine, but even if you go higher it will come back to me because I am in corporate and this is my job."

I had hoped because the supervisor from the night before charged me but never booked us that that may help or the fact that AA reps were willing to change us at no charge that that would help, but she said I'm lucky that my change was done without them knowing. She then recapped the employees names and it dawned on me that they may be reprimanded for helping me. I said I do not want them to get in trouble. They were all wonderful and took a lot of time to help. She said oh no she just wanted to let their supervisors' know that I complimented them. I don't believe that for one minute so to you, Francine, Cassandra, the help desk and the employees at the Charlotte airport, I hope you did not get in trouble for being kind and helpful in a disaster, and please be proud of yourselves for not losing your compassion.

I've never had to deal with Corporate America before and I have to say it left me a bit depressed. Not only because the $425.00 was nothing to them but a huge deal to me, but because they just did not care one bit about anything but their policies. They say there is nothing they can do, but that is not true. President Obama declare SC a state of emergency; the Governor of SC begged people to stay home and issued a curfew; roads collapsed, bridges washed away; we watched in horror as caskets came out of the ground and floated down stream; people lost their vehicles, homes and lives -- last count I heard 17 people died in the floods.

Were we supposed to drive in that, then when we were stopped tell them we had to get to the airport so American Airlines wouldn't charge us an involuntary change fee? Technically they are correct that our flight was fine, and the fact we could not get there was not their issue, but we hoped for some compassion that apparently does not exist that high up in the largest airline in the world.

I know we were lucky. We made it home safe and all our family in SC is fine but it is scary knowing that even in a time like this, large companies do not care about the little guy. I am sure those higher up get big paychecks and many perks but it feels to me like the little broke folks are on one side, and the high paying execs are on another. I do not matter to them at all. They did not hear or care about anything I had to say, and from the other reviews I read here, I am certainly not the only one. They are unreachable and their job is to care about nothing but the bottom line. It makes me sad but all I can do is cancel my credit card and hope to never have to fly them again. I apologize that this is so long and I thank you for your time.

Five days later they corrected their mistake and then told me I had to call the American Airlines Central Services in Dallas, Texas and that I have to deal with them instead. I called the central office three times a week since then and was always put on hold for over thirty minutes; and when they would answer I was always told to just fill out the questionnaire. I faxed and emailed it to them on August 25 and two weeks after that, they had received and processed it. I was then told I have to wait 8-10 weeks for them to actually look for the bag. I do not understand why they did not look for it since day one? Why to wait for over another eight weeks, it has already been six weeks? I will appreciate all the help from your side.

According to the travel agency AA was the primary scheduling carrier of our travel. Also, CheapOair and Air Berlin tried to contact AA but the airline did not respond. On January 21, 2015 I wrote a letter to AA Passenger Refund located in Phoenix, AZ regarding the refund, the company did not reply. On April 10, 2015 I wrote two separate letters to AA chairman and CEO W. Douglas Parker, headquarter office at Fort Worth, TX. Again I did not get any response. Law firm ** of Los Angeles wrote to AA Passenger Refund on May 31, 2015 the company did not reply. None of these companies are willing to settle my complaint and they are all passing the blame. It had been almost 15 months now and I am still fighting to get my refund. I complained to DOT, secretary of states, congress persons and BBB about this carrier AA. Let's see how will that end, I am avoiding the small claims, but that will be the last recourse.

We did our preliminary research and discovered that we could purchase the 2 tickets outright (without miles) for about $1250 per ticket. Afterwards, I called the American Airlines Advantage customer service line to utilize my accumulated miles with the purchase. After over two excruciating hours on the phone with a poorly-trained representative, I was finally booked with my miles covering a portion of one of our flights. Even though I had accumulated 74,000 miles, I was told that I would have to purchase 46,000 miles to complete my trip and did so accordingly in the amount of $1,171.65.

I was then asked if I would like to purchase even more miles to cover my husband's flight. The cost was an ADDITIONAL $2100. I was completely shocked by the amount quoted versus the amount I had just researched on my own ($1250 per ticket). That is an up-charge of over $800 geared directly toward AA Card holders! It would seem that American Airlines would want to reward their card holders instead of trying to pigeon-hole them into some price gouging scheme. Needless to say, I denied the request to purchase more miles, and purchased my husband's ticket online (without miles) and ended up paying a total (with taxes) of $1292 (again, $808 less than what I was quoted by the American Airline Advantage Program).

Several weeks went by, and I had yet to receive any confirmation of my airline purchase using the card miles. Although I was told there would be some delay in the final confirmation process, I called an American Airlines Advantage Representative anyway, just to be sure. I was told that the reservation was in place and guaranteed, and that there was no reason to worry. The miles program just took some time to process. As my upcoming vacation drew near and another week and a half went by, I finally received an email from American Airlines stating that there was a problem with my guaranteed reservation. I called immediately, only to discover that, while my flight schedule was created with the help of an AA Advantage Representative, it was done so with insufficient layover time at my final connection in Hawaii. They could not honor the reservation and would need to cancel or rework my flight at the final hour.

I was then told that I may or may not be on the same flight as my husband and it was very likely that we would have different departure and arrival times, and perhaps we would have to travel on different days. It was unacceptable, especially since I had made the AA reservations well in advance and was assured by several American Airlines Representatives that my flight was guaranteed. When I questioned how a company could break their guarantee and leave a paying customer is such a bad situation, the American Airlines response was that there was nothing they could do except get me close to my destination and I could try to figure out the rest by booking through other airlines.

I was even denied a partial refund for the portion of the trip AA could not honor! A refund for the trip that I reserved - with the aid of an American Airlines Representative. That was then canceled last minute due to no fault of my own! Their reasoning was that purchased miles are nonrefundable. Again, miles I purchased with an AA representative that could not be honored by the airline due to their own oversight. How is that fair, or right, or legal?! I spoke to multiple AA representatives and spent well over 3 hours on the phone before I finally spoke with one American Airlines Advantage Representative who was even remotely willing to help. Reluctantly, they offered me a one-time refund for the extra miles purchased. There should have been no questions about the refund, and it should have been delivered with apologies. Instead, I had to force the refund.

Finally, our vacation was upon us. Despite the hassles with American Airlines, we were excited and ready to embark on our vacation. Our flight schedule was as follows: Asheville, NC to Charlotte, NC (Flight 3792) Departure 7 am, arrival 8:04 am. Charlotte, NC to Los Angeles, CA (Flight 2057) Departure 9:45 am, arrival 12 pm. Los Angeles, CA to Honolulu, HI (Flight 141) Departure 1:30 pm, arrival 4:27 pm. The final leg of the trip could not be honored by AA, so we used Hawaiian Air (Flight 380) - Honolulu to Hilo: Departure 5:45 pm, arrival 6:36 pm. George ** (Reservation **) and Jennifer ** (Reservation **)

Just before midnight on the day we leave (less than 6 house from scheduled take-off), I received an email from American Airlines stating that our flight from Asheville to Charlotte was cancelled. CANCELLED! We scrambled to find a resolution (grateful we even saw the email at midnight). We immediately called American Airlines and were told that this was bad and the only thing they could do was to put us on a flight in 2-4 days into a scheduled 10 day vacation. 2-4 days with friends and family waiting for us at our destination. 2-4 days when our bags are packed, our dog is kenneled, and house sitter scheduled. Needless to say, I could not believe this was happening and was shocked at the lack of concern from American Airlines. No one could offer us any solutions.

Driving to Charlotte (our 1st connection) was our only option. However, because it was now 1 am, there were no car-rental companies open, nor was the Asheville Airport customer service center open. We had no other option than to charter a ride to Charlotte. We used a company called Uber to charter a driver for us immediately. The ultimate out-of-pocket cost was $221.29. Just as icing on the cake, Upon our arrival in Honolulu, with one connection left on a long 11 hour flight, we discovered American Airlines had lost our baggage (which we were forced to check last minute because of lack of overhead compartment space) and the delay caused us to miss our last connection to Hilo. A perfectly disastrous ending to a very disappointing experience with American Airlines.

While we did finally make it to The Big Island, I was completely burdened by the entire American Airlines process. There is absolutely no excuse for the problems that occurred with our flights and reservations. I have never been so dissatisfied, nor felt more helpless, than I did throughout this process. No one wanted to offer any help, compensation, guidance or apologies, when the malfunction was completely caused by the poor leadership and low expectations at American Airlines.

My husband and I are immediately cancelling our American Airlines account and credit card and will share our story so that everyone we know can be advised of the type of customer service and price gouging currently being offered by the American Airlines company. It has been an extremely disappointing experience, that has caused me endless hours of my time, energy, and nearly $500 ADDITIONAL out of pocket expense that I should be compensated for.

If you have any questions about this letter of complaint, or if you would like to find a resolution, I am happy to speak with a representative at any time. For your information, this letter was initially sent to the American Airlines Customer Service Department, without resolve. American Airlines never contacted me directly, but did send an email stating that while they didn't have to offer any compensation for their mistakes, they would give us a voucher toward a future flight. We will NOT be taking on American Airlines due to their lack of professionalism, customer service, and reliability. I desire to be made whole and refunded the accumulated $500 I am out of pocket due to multiple mistakes made by American Airlines.

I tried to get a drink at the airport because my flight didn't leave for 4 more hours and it was declined. When I called to figure out where the rest of my $ was it said that I was charged 27$ by US Airways. After further research I found that this was a fee to check my bag. None of which was mentioned when the man ran my card, and also didn't give me a receipt to figure it out on my own. I took out a loan to be with my family after a tragic death in our family and that 27$ was supposed to get me through my trip but it swiped without my knowledge. I also couldn't get any money added to the card because it was a prepaid. To add to this, I had NO OTHER $ on me. I just got on a plane to Michigan with 0$ to get me through.

To top off my pie of awesome I called you guys this afternoon on my lunch break (did not eat) so I could formally complain about this individual or if he was in the right, your standard procedures because no one should be surprised with fees. I would have taken my bag on the plane if I knew, and that is how I traveled back. Anywho, after 15 or 20 minutes on hold I finally get a hold of someone and explained the whole situation. He tells me I have called the wrong number and he was simply reservations, so I asked if he'd let me grab a pen to write down the right number. He proceeds with the number and I hang up and call that.

After another 20 minutes (mind you, I am on my 30 min lunch, have gone over my lunch time limit and still have not eaten) I speak with a pleasant lady who explains that you only take complaints via email. At this point, I am spending time I could be getting paid just to express my dissatisfaction thus far. Now, don't get me wrong... I was very happy with the price, and enjoyed my flight to and from Detroit but could not enjoy my time in Michigan because I couldn't even buy a $1.00 burger to eat while I was away. I have never felt so embarrassed to be in presence of my family, I have also never had to ask for help from them before then. I look forward to hearing back from you. Thank you.

“Dear Ms. Bender: Please accept our sincere condolences on the loss of your loved one. We know you were disappointed at having to pay a checked bag charge when you traveled with us. Most people have their trips precisely planned out and don't like unexpected expenses. We are sorry our agent did not inform you that he was charging you for your baggage. We have sent a copy of your comments to the appropriate supervisory personnel so the agents will know what is expected from them. Again, Ms. Bender, we regret your disappointment. We will look forward to welcoming you aboard again soon.” After going back and forth with them they sent me almost this same message over and over. Not a single sorry for treating me like **.

I arrived at the airport at 1 pm, an American agent helped me print my boarding pass and in trying to let me standby for the earlier flight noted I had to go to US AIR to standby for the 3:51 pm flight. I then went to US AIR where I was told they were rude, since as they stated they are not American and could not help unless AA transferred the ticket, and for me to return to American (she said they were a different airline). I went back to American and they said they could not help, my two options were to purchase a new ticket on US AIR (not their airline) or wait 6 hours and purchase a day pass in the admirals club.

The agent was very nasty but concluded "PLEASE LET ME KNOW HOW I CAN BE OF ASSISTANCE. HAVE A NICE DAY." I then went through security and called the gold priority phone, paid the $200 and got on the 3:51pm plane. The personnel at the airport were mean and not courteous. Meanwhile on the flight they announced flight 1871 (never mentioning US AIR) and the pilot referred this as an American flight. This is devious and fraudulent based on what the agents noted.

For my flight home, I was at the airport, well within the three hour time frame recommended for international travel when I learnt I had been rebooked onto an altogether different flight and route home that also happened to have departed earlier that morning. Again, I could have adjusted my schedule to accommodate this itinerary change had I been notified of it. No email, text or phone call from the airline. My husband and I ended up spending those three hours getting ourselves rebooked onto our original flight and adding additional layovers (which included an overnight stay) to get home.

Perhaps because I was already in a slightly agitated state with the airline I was more sensitive to my overall flying experience with US Airways so I couldn't help noticing that their flight attendants are crass and rude. I didn't experience this personally, but I couldn't help overhearing the way they spoke to customers and amongst themselves, one in particular, kept loudly complaining how she kept putting in for a transfer.

The monitors on the backs of the seats do not function properly (the buttons do not respond to a soft touch, you must continually jab at the screen) and subsequently the back of the person's head in front of you to get a response. The bathrooms in coach are randomly scattered and freely used by first class flyers; however if a coach flyer even dare touch the mosquito netting separating the two classes, you will immediately be reprimanded by one of the airline trolls from their gulley. The prepared meal combinations are confusing, and the seats are basically torture devices. In the end we made it home safely which is all that really matters, but that is sometimes hard to appreciate when your middle seat coach class ticket cost $1,300.00.

I gave her the flight numbers of what the first person had found and she insisted that it was going to be an extra $300 each for the tickets. After much going back and forth trying to find the earlier price, I asked to speak to her supervisor. When the supervisor got on the line, she was rude. She kept saying that prices can change but it just didn't make sense that in 1 hour the prices would change from me just about breaking even to me paying $600 extra. I continued to have her check and she finally came up with the original prices. I thanked her for finding them and her response was that ticket prices can change. I repeated that I appreciated her finding the original price and she, very rudely, said that I hadn't given her that specific flight number before.

I was trying to apply the $30 credit that I was to get to a new reservation for my daughter to accompany us on the trip but she had to put us on hold to see if she could apply it to the new reservation. By that time I had spent over 30 minutes on the phone with the 1st polite representative and was now approaching 50 minutes with the 2 rude ones. I finally told her to just mail it to me and we booked the flight.

I later realized that I hadn't gotten seat assignments and called back in to get them. I was told that they were going to charge me to get the assignments. I had already paid the rude lady to change my reservation! I protested but got the same response. I gave up and said to email me my confirmation. I was told that it had already been sent out. We checked the email address and it was wrong. We corrected it, was told that it was sent and I hung up. Long story short, I had to call in an additional FIVE times to try and get the confirmation emailed to me. I finally went on AA.com, found the reservation and sent it to myself. Basically I did what they should have done. If I have any other options in the future, I will not be flying American Airlines.

As other people's names were being called I was still left waiting. I went back to the counter where I was trying to figure out what the problem was. I started to try and ask the woman Irene (your employee) why I don't have a seat considering I paid for my ticket and got a confirmation e-mail and that I've never had this happen before. She (Irene) Brushed me off and grabbed the ID of someone else that was behind me in line and did not answer my questions. I sat back down a bit confused. As the plane started boarding I was still waiting. Finally they called my name and I received seat 22B.

I went to give my tix to the boarding person. As she scanned it she made a comment in a low voice I the seat was sat but handed me my tix back and I proceeded to the seat # on my tix. As I got to my seat what do you know someone else was in my seat! I then went to an attendant on the plane that called Irene and explained someone was in the seat they gave me and that when she scanned it came up as NA. They finally found me a seat in 12 isle. As we taxied back an attendant came to me and said, "We have a seat in first class we would like you to take. I moved you there." And then the woman next to me said that Irene came on the plane and made a comment "I'm NOT LETTING THAT ** SIT IN FIRST CLASS" where everyone in first class heard.

After your luggage is missing for 4 days, the helpful agents in Europe turn the issue over to the "black hole" – American calls Central Baggage in the US where you can never contact a human. When calling Central Baggage you're greeted by a message stating that "due to increased demand all their agents are handling other calls" so your only option is to leave a message, which no one ever responded. One helpful agent did call our house while we were still on the trip me and ask if we had found the luggage. What type of idiot calls your house when they know you're not there because they had my complete itinerary? Shouldn't their computer system be able to tell them if we had received the luggage? What a joke and a pathetic excuse for an airline.

Since I could never contact anyone in Central Baggage, I continued to contact the helpful agents in Europe who finally admitted my luggage was never scanned at DFW, which I find extremely disturbing since I checked it in at the ticket counter. Upon our return, I naively thought I could simply contact an agent at the airport and they could direct me to a central holding area where I could claim my luggage. I couldn't have been more wrong because they just give you a form that instructs you to contact the black hole, Central Baggage.

Two days after our return and multiple attempts, my wife was finally able to contact a human and we were told that I had to fill out a Passenger Property Questionnaire ("PPQ") before they could take any further action. I assume they give up trying to locate your bag unless it may impact them financial by your filing a claim for reimbursement. Five days after our return, the luggage has still not been found. I am comforted by the fact it will only take 4-6 weeks to process my claim for the "lost" luggage and its contents and at least 7 weeks to be reimbursed for the items I had to purchase on the trip. NOT! What a sad excuse for an airline and customer service.

Head flight attendant, Michael **, told us we're being unruly and told us we were returning to the gate. We sat in the airplane for approximately 6 hours and only received a small glass of water during the ordeal. When we deplaned, we found approximately 8 police officers waiting for us to make sure there were no problems.

We were told to stand in line (3 lines for approximately 180 guests) to see what the airline could do for us. We stood in line for 1 ½ hours. We were told we would be put up at a local hotel and that a special flight would take us to Miami the following morning @ 7am. We were given vouchers for the hotel and meals (we were not informed that we could only use them at the airport). We were also told that our luggage would be held at the airport in a locker. If we wanted to take our luggage it would be another 1 ½ hours in order to retrieve the luggage.

My husband and I decided not to ask for our luggage, so we were forced to wear the same clothing/underwear that we wore all day Thursday on the plane, on the Friday flight. The hotel we were assigned to, did not meet our standards, we were very disappointed. During this whole ordeal, we were never told by AA that they were sorry for the delay, not once. We lost $200 for the rental of our condo in San Juan for Thursday night 9/17. We were never informed that we could contact AA Customer Relations for compensation, I found out from another person on the flight who to call.

Well, needless to say, U.S. Airways managed to lose my bag on a direct flight from Boston to Philadelphia. The bag claim women said, it happens. I said, "I'm sure it does. Do I at least get a refund for my $25 bag fee." She said no, but would make sure the bag is delivered to me. Three days later, I flew out of Pittsburg on JetBlue. I went to check my bag and the agent said, "there is a fee so why don't you just carry it on." I said "I can't because of the new TSA policy." He said, "what policy? There is no problem with your bag being checked in." So, is U.S. Airways lying to me? Is this a trick to get another $25? I did notice a lot of people getting their bags refused and having to check them. What the heck U.S. Airways? I never liked your airline, now I have a personal vendetta.

When the receipt came and we began our arrangements we noticed that all the seats were standard economy and none of them were showing the upgraded seating selections we had paid for. After more than 3 hours at the airport speaking with the staff it was explained to us that there was some problems with some customers that had purchased tickets on americanairlines.com but the seats were on US Airways flights and they were having difficulty pulling up any of my ticket records. In order for my wife to fly with the correct seating we would have to pay an additional almost $400 and we were told they would resolve the issue. I was very patient but the issue was never resolved.

We then realized that on her flight back from El Paso to Boise, ID all the tickets were economy seating again and I was told by the phone support and the people at the airport that they could see there was a problem but they did not take care of anything. AA lost the seat assignments and then overbooked the flight, kicking her off a plane after midnight in Phoenix AZ. She and three kids were sent to a hotel.

I have now spent more than 10 hours in the airport speaking with the staff and more than 5 hours on the phone with American Airlines and more than 2 hours with US Airways. After all of my time spent I was given a price of $854 if I wanted to upgrade my seating. Even though the staff realized that I had obviously paid more than the cost of the standard economy ticket. These tickets are for my wife and our 1 year old baby, 4 year old son and 6 year old daughter. On the final leg of this trip my 1 year old's seat was canceled and she had to sit on my wife's lap.

They said the glitch is due to the system transferring over and merging the 2 companies.

I ran down to desk 28. The lady there assured me American in Chicago would find me a connecting flight or give us a hotel room. Fearing I would have to buy 4 new tickets if I didn't get on the plane, we boarded. Once we got to Chicago, the woman at the American counter first told me my luggage was gone. At that point I thought my worst problem was sleeping in my clothes in a hotel room. I told her we need a connecting flight or accommodations. She then said, "I have good news and bad news. The good news is I have food vouchers. The bad news is we have no hotel rooms." I asked for her boss. He told me the same thing. They had no hotel rooms but I was free to go look for some at 10:00pm at night in a city I'm not familiar with.

I said "I have three minor children with me." This was America's fault! How could they tell me to get on the plane in DC and represent that we would be taken care of in Chicago if that was not true. He was VERY disinterested and hadn't the slightest interest in our predicament. I told him we would have stayed in DC if they were at all honest with us. It was 10-11pm and I had three kids with me that night, one of which was my 8 year old daughter, a CANCER SURVIVOR who still had very little hair on her head. This was obvious to all AA staff and management.

It was freezing in the airport that night and I was afraid all night - since we did not even have our clothes because they lost our luggage - that she would get sick. She was shaking all night because she was so cold and so was I. All our heavy clothes were in our luggage. At one point a lady coming off a plane in 1st class gave my daughter her blanket from the plane because she felt so bad. We spent a very long and cold night in the airport and couldn't get a connecting flight until the next afternoon.

This was the WORST flying experience I ever had and I have flown to various areas of the world on multiple occasions. The absolute lack of caring from employees, staff and management was absolutely unbelievable!!! BTW, I went to DC as part business trip. Of our group that flew over to DC on different flights than mine -- 6 had a problem with American regarding missed flights because of American. Several arriving in DC at 2am when they should have been there in the afternoon. NEVER AGAIN ON AA!!! I wouldn't even give it one star but I was forced to enter at least one star to submit this review.

We had already been waiting a few minutes there at the desk waiting for her return. We told the agent that was our plane and we needed to get on. She told us the flight was closed and we could not board. It was 15 minutes to 5 pm and the flight was scheduled to leave at 5 pm yet she would not let us on. B/c of this we were delayed in LAX until a 9:30 pm flight. Then that flight was delayed approx 45 mins. We did not get home that night until approx 1 am. We are furious with the services we received, how much time we wasted and the extra expenses we incurred b/c of this delay. If we changed our flight AA would charge us $250 each. But for your error you gave us a measly $24 for food that did not cover airport food prices. We want further compensation. I don't even know why we bother to ever fly this airline because we have nothing but problems every time.

When I was on the plane, the flight from Charlotte to Chattanooga, I was assigned exit row seat. When asked if I was willing and able to assist, I said I was willing to but I didn't understand the last two steps drawn on the plane. I was expecting the flight attendant to explain to me how the last two steps work. Instead, she repeated the question as if I don't understand English. I doubt if I would have received the same treatment if I were white male.

Aren't flight attendants supposed to show how exit row works? Especially when the only instructions are four pics and no clear verbal description, not to mention the pics looked different from what I can see at the seat. I doubt everyone sitting at exit row who said they could help know exactly how to do with vague instructions like that. Is the poor service a result of saving labor cost so US Airways hire trash people and administer poor training? I won't be surprised that they'll fail soon. I'll never fly US Airways ever again!!!

When we got to the resort we had to buy some toiletries which were so expensive! For example it was $10.00 for a bottle of shampoo and $10.00 for a bottle of conditioner and so on. We finally received the lost luggage the next night at 10:00 pm. I was so happy to receive that luggage I hugged it! On the way home on Sept 10th the trouble started again. After we got to the airport in Punta Cana we stood in line forever to get our boarding passes. My husband’s boarding pass wasn't printing because it kept saying we had to purchase the seat for a fee. Finally the lady had a supervisor come over and she printed it ok. We went through customs fine and bought a couple of things in the duty fee shopping area. A lot of people were buying alcohol. They didn't have that walkway to get into the plane so we had to walking outside to get on.

We took off and then about two hours into the flight they said there were bad storms on the East Coast so they had to divert us to Charlotte NC. This new route took us about an hour extra to get to Charlotte. When we landed there was a thunder shower which caused all these planes to just sit there waiting for the storm to pass. We couldn't even get to a gate there were so many planes. An hour and a half later we were still sitting in the plane and hadn't moved at all. After that the pilot announced that a gate was clear. WRONG! There were two little jets that had to move first which took another 1/2 hour. So we finally get to the gate then the pilot announced that they would have to find a flight crew for the rest of the trip since their hours were up. They didn't know if they could even find a flight crew so we had to get off the plane and go get our checked luggage again.

After we got our luggage about 9:30 pm they announced that they found a flight crew but it would be and hour and a half wait. We were getting on the same plane that we had just gotten off! They made us recheck our luggage, get new boarding passes (which took forever since there were a bunch of flights that needed to get rebooked). We got the boarding passes, and had to go through security again with our carry-on items. This took so long! There were only 2 lanes open for all these people! It was now about 1:30 am. People that hadn't put their alcohol in their checked luggage had to leave it there! People were so mad, some bought hundreds of dollars’ worth.

We had longed missed our flight in Philadelphia so who knew what would happen to us. We finally got on the plane went out to the runway and sat there for another hour! The pilot comes on and says that can't get the plane balanced and they had 12 people working on it! I don't know how they could work on it when we were sitting out on the runway. Well now we had to refuel and go back in because they didn't know if we could take that plane at all. Everybody had to get off the plane again! People were so pissed! They had to call 3 local cops in because it was so late and security had gone home.

While all this commotion was going on I was checking for flights for Friday since it was already Friday! They had a flight going out at 5:30 pm that night to Portland. I checked the hotels in the area and they were completely booked up. When I got back to the gate where my husband was they announced that they had fixed the problem and we all got back on the plane. We finally landed in Philadelphia at 3:30 am. Oh my God those screaming babies on the plane, which I knew couldn't be helped. Some moms ran out of formula and diapers. There was one person at the gate in Philly that checked on flights for us to see what they had going to Portland. They found a flight going out at.4:00 pm so we took that one. No clue to where our checked luggage had ended up but it wasn't there in Philly. They paid for a room for us at a hotel and gave us $20.00 in food vouchers.

We got to the hotel about 5:00 am. We slept the best we could till ten and then we had to be out of the hotel. Good thing I put another change of clothes in my husband’s backpack before we left Punta Cana! We had to wait at the airport till 4:00 pm for our flight. WRONG! There was something mechanical wrong with the plane and they also had a problem with that drink cart they give you sodas on in the plane. We had to wait 2 more hours before we finally left. They told us they had beverages for us but not much ice. I didn't really care at that point I just wanted to get home. We finally got home at 8:00 pm Friday night. Never again will I fly US Airways/American (same) again!!!

Oh I forgot one more thing! We got to Portland our checked luggage was missing Again!! I went to baggage claim and they didn't have it. I explained what it looked like and she said oh I remember seeing that luggage it came in on a United Airlines plane. Oh my gosh not even the same airline! The handle had been ripped off, even the rivet was gone, my luggage tag was gone and one of the wheels won't turn!

I been more than 24hrs trying to get her back to Chile, I have called in London at 02087501035 (33) spoke to Miss ** and another English lady at 10:44pm yesterday, they all promised to send new flight and itinerary. Nobody knew where my mother was, she is elderly and her Spanish is limited, she needs her medicine back home, none of AA staff knew any info about yesterday's flight AA79. It took me 3 hours to find where they sent my mother... All the staff I spoke from AA lied to me yesterday all day long. They told me yesterday at airport that flight AA79 left Terminal 3 in time to Dallas, they also lie to me and told me that my mother has a return flight today, email was never sent after calling until 1am last night, nobody answers phone this morning either. They blamed Heathrow airport for not organizing hotels, food and transfer. THE WORST SERVICE AA! TERRIBLE! SHAME ON YOUR COMPANY!

They wrote this in response to my complaint. "August 25, 2015. Dear Mr. **: Thank you for contacting Customer Relations. I'm sorry you were not seated in an exit row as you requested August 24, 2015. As you may not have known, exit row seating is released based on availability on the day of departure. In addition, the Federal Aviation Administration has set guidelines for passengers seated in emergency exit rows during flight and monitors our adherence to these guidelines.

We know and understand that there are many components to air travel; still, our basic product is transportation. While some elements of a particular flight may be unsatisfactory, we do not routinely provide compensation when transportation is provided. It would be an exceptional situation in any business to give a refund when the product is used. In view of this, we must respectfully decline your request for restitution. This in no way is a reflection of our regards for you as our passenger, and we look forward to welcoming you aboard again soon. Sincerely, Denise **. Customer Relations, American Airlines. AA Ref #**." Of course it is a reflection of their view of me as a customer.

Despite two filed complaints with AA, a complaint filed w/in the DOT (who agrees AA must refund the difference by Federal Law), a letter to AA CEO, a visit to a supervisor at the airport, and a dispute filed through Amex (credit card used) AA refuses to refund the difference, and has not apologized. It is impossible to get a phone number or email address for customer service. It appears they are deliberately blocking any attempt to reach them. We will not give up, and substantial money is at stake and an 11 hour overnight flight experience was unacceptable.

I went there, there was a long queue of 400 people. And after the long waiting when finally my number came they said my flight was not confirmed from AA - they wouldn't board me on. I started crying, begged them to do something. But they refused and asked to go back to American Airlines again (terminal 3). I kept going back and forth and nobody seemed to care. Customer feelings didn't matter to them and it's very disappointing but nobody was there to give a helping hand. I was suppose to land to Abu Dhabi but they booked from Chicago to Heathrow and from Heathrow to Abu Dhabi. It's mortifying. By the end of it, I was exhausted and on top of that, I don't know where my luggage is. Never have I ever regretted something so much.

As well as I got insulted at the counter to go inside the airport because of my small handbag which I had stuff in my small suitcase and I was called white. This is really something. I haven't seen someone giving me so much attitude towards my race thinking I have so much money to keep buying tickets. Please make sure you don't use American Airlines as the service is horrible.

Contacted the airline (waste of time) looking for some compensation for our first day being ruined due to their cancelling our original flights. Because we'd used Expedia to book these flights, the airlines said it was up to Expedia to compensate us, which made no sense since they had no part in the original bookings being cancelled. Tried a second time to reason with the airline (talk about hitting ones head against a brick wall) and again received the same old pass the buck bull.

I rebooked our return flights with US Airways. Several weeks before our departure I went on Expedia to search for our return flight info but nothing showed on our itinerary. Called Expedia and after 3 hours of being on hold and waiting for return calls while they contacted the airline, I'm told that US Airways saw two scheduled bookings and they cancelled both with no word to anyone. Managed to get the flights rebooked, figuring everything was finally in order.

Several days before our departure from Nassau, my friend and I went to the airport to ensure everything was in order for our return on September 16th. We asked for printed tickets at that time and the response was it would cost us each $70. Instead we left with a computer print-out of our flight info listing the seat numbers for each of the three flights. We'd paid for preferred seating out of Miami as it was almost 3 hours long and we wanted some leg room which is not something most planes provide these day since they want as many passengers on board as possible.

The night before our departure we go on-line to check-in. All necessary info is provided and submitted, only to get a message that we cannot check-in on-line and must deal with an agent at the airport. Upon arrival we head to the self-check-in kiosks with an agent in tow and begin the process once more. Even with her assistance we were unable to complete the process.

We head to the airline desk to find out our info cannot be found. The lady who originally provided us with the computer print-out of our return flight info happened to be there and she took our paper to get us checked in. Nope, once again something was screwed up. We waited an hour with little feedback from the agent before she finally came to us asking for $25 each for our luggage to be put through. My friend baulked at this as she's flown from Nassau 8 times or more and never had to pay a luggage fee even though the agent said this fee had been in place for several years.

By this point we were so fed up with the airline and simply wanted to make our flight, that we handed over the cash. She then came back to us saying they were waiving the fee, returned the $50 and finally handed us our tickets to get home. Bet you think this is the end right? Not a chance. While sitting in the Philadelphia airport at gate F33 as noted on our tickets, we happened to hear our names called for a flight leaving at another gate further along the line. We raced over and just made the flight.

When he asked if there was any alternative their response was nasty and unprofessional, not only were they nasty but wanted to charge him an additional $200.00 for a change of flight fee. I called them directly from home and asked if they could at least accommodate getting him to an airport closer to me (white plains), as I saw there was a flight coming in from there, but I was told there was no flight. The windup was that I paid $1000.00 for a indirect flight that was delayed for hours instead of an 8:30 pm arrival. He landed 1am. Suffice to say I will not be using this airline any longer. The rudest people I have encountered.

While Donna was trying to help us Kimberly marched in saying that all passenger from flight IB6276 that was canceled have to board flight AA90 because our luggage was already being rerouted to flight AA90 and in international flights the luggage HAS to go in the same aircraft as the passenger!! So after 8hrs of waiting in the airport our flight finally took off at 11pm (yes! it was delayed again). As a side note I have to say that it was the oldest aircraft I have ever flew in (no in seat entertainment to say the least!). After that, a flight to Madrid (MAD - flight BA460) again 1h delayed.

Finally in Madrid at 6pm of the next day our luggage never arrived. So much for luggage and passenger have to be in the same aircraft in international flights!! After waiting for 1h to talk to a agent at the Iberia counter (even though I bought the ticket with AA and the flight was actually operated by BA, they had me talk to Iberia personnel??) we found out that 1 of our luggages was going to arrive in a later flight around 9pm, the second one (my carry on that they forced me to check in at the LAX) was going to be delivered at our apartment next morning, and the third and last one they had no idea where it was (excuse me?). We waited for the first luggage at the airport and finally got to our apartment at 10:30pm, basically 1 day later than we were supposed to have arrived (when you have a 1 week vacation per year each day counts!).

By late afternoon of the next day, they still had no idea where the third luggage was (despite my numerous calls to their customer service number paying international calling), so I decided to go back to the airport and look for it. We spent 3.5hrs (!!!) in the Baggage Claim area of the Madrid airport looking for the luggage. We waited for hours again to be able to talk to the rude agents at the Iberia counter, two of the Iberia agents even had the nerve to laugh in my face saying something in Spanish to each other that they had no idea where my luggage was, seriously??? Is that the kind of respect I am supposed to expect from a company like Iberia? And what about the fact that I am still a human being looking for some help after 3 days wearing the same clothes??

We asked every passing person that worked for Iberia and the Lost and Founds department if someone had seen the luggage. One of the Lost and Found personnel even told us the luggage was coming in a flight that night so we waited for it but nothing. After 3.5hrs we asked an airport employee if he knew where the luggage could be, he asked us if we had looked in the locked room near baggage carousel number 6. Huuuum No! No one in the last 3.5hrs told us about the existence of this room!!! We convinced a Iberia agent to open the locked door for us and finally the bag was there! 3.5hrs looking for a luggage and no one from Iberia was able to let us know that the bag was there all this time???? It took someone that didn't even work for the company to help us and tell us about their secret room? What a shameful, disrespectful mess!!!

The whole thing is such a mess - I bought my ticket with AA, was supposed to fly with Iberia but ended up flying with AA and BA, but when my bag was missing in Madrid I was told to talk to Iberia because they are partners and AA and BA customer service counters were nowhere to be found. I do expect that American Airlines take responsibility for it. After all I did buy my ticket with American Airlines and they were the ones that outsourced the flight AND THE CUSTOMER SERVICE to one of their partner companies that was supposed to offer me the same quality service as AA would.

After turning the first 2 days of my one week vacation into a nightmare and spending countless hours in lines and on the phone to talk to AA and Iberia customer service, I will probably never buy airline tickets with AA/BA/Iberia again. What I saved in money I lost double in precious time and piece of mind!! Record Locator for the trip: **. Today is September 16th and I was still not able to talk to a AA Customer Service representative. When I called AA they said they can't take complaints over the phone and you have to fill out a form online. I did fill out the form 15 days ago and still no response. Tried calling them again and said that I got no response for my email. They said they "are sorry" and nothing they can do about it. OMG!!!! The worst company I have ever used in my life! Never again!!

My son is 10 years old & weighs about 70 lbs. It was already past his bedtime & our flight wasn't even leaving on time so it was later than we had expected to leave & he was exhausted & they were making a huge issue because my partner was carrying his bag. Very, very petty... They did NOT let us board until my partner gave my son the bag to carry where at this point he was so confused. He had tears in his eyes because the agent's demeanor was so rude & confrontational that he thought he had done something wrong. I feel like they were discriminating against us because we were a lesbian couple & was taken so aback by how the agent's ENTIRE attitude changed when I informed her that I was traveling with 'my partner'.

I am HIGHLY upset not only because of the embarrassment we went through but also because of how they expected my son to carry a bag that he was complaining about even after we explained it to them. This experience with your Airline is highly unacceptable. THIS IS 2015 & WE SHOULDN'T HAVE TO BE DEALING WITH SUCH DISCRIMINATION STILL IN THIS DAY & AGE!!!

On the return flight from Miami International Airport to JFK International Airport I also had an issue with the flight attendant informing me that I would need to get off the plane WITH my luggage because I needed to speak to the ticketing agent regarding my seat not being by the window even though I requested one. I felt like why would anyone be told to take their luggage off the plane with them when I'm clearly traveling with my family. Is the plane going to leave me behind because I needed a seat change? Again, HIGHLY UNACCEPTABLE!!! Me and my partner are humiliated by how we were treated by your airline & we want full compensation of our flights including our children or will resort to legal action.

I contacted American Airline to file a complaint, I never asked to be compensated for my inconvenience. I only wanted to report the rudeness of their agents. This was their response: "Although we want to do what we can to minimize the inconvenience of such problems, the many uncontrollable factors associated with air travel make some delays and cancellations inevitable. For this reason, we cannot assume financial responsibility for our customers' personal time lost or for out-of-pocket expenses incurred as a result of operational difficulties. We are sorry to disappoint you." Sorry to disappoint me... How about servicing your planes prior to putting them in operations to avoid inconveniencing customers?

The Manager finally came and got us out of ATLANTA to Miami, trying to say that wasn't the case but also verified that we should have been out of there on the last flight because we were standby 1 & 2. They picked 3, 9 & 18. We LOST A WHOLE DAY IN CANCUN and money on the hotel because of them. We ALSO had to book a room in Miami that the airline should have been made to pay for. We have YET been able to contact anyone from AA.

The return was a red-eye flight, and the seats my wife and I had ended up getting were the same seat, but 4 rows apart. During check-in, I asked if we could exchange seats for ones together, and they had us go to the gate agent. Once there, I was instructed to wait until boarding, and then check then. Lo and behold, they gave us 2 options: non-reclining seats near the rear lavatory (On a Boeing 757), or seating in an exit row (not giving any further information about the seating). I took the latter option, which was a big mistake. We had seats E & F in Row 27. I thought great, we'd have a lot of legroom! WRONG! The seats are behind the wing, in full view of a couple lavatories. The seats were narrower, because they had to accommodate the tray tables. The armrests also could not be raised!

The window seat my wife sat in - she's about 5 feet tall, weighing less than 100 lbs, and she did not have legroom, as the slide cover stuck out where her legs would normally go. She had to lay her legs across my legs, as they would not allow her to rest her legs on the slide cover. Also, being an exit row, the side of the aircraft at the window was cold. She tried to ask the stewardess for a pillow, but none was provided, so my wife could not sleep the entire flight, as she could not get comfortable. I weigh about 200, and the seat width made me uncomfortable. I could not move around because of my wife's positioning. When they tried to give beverages, I had to decline because I could not access my tray table, under the circumstances. When we finally got to Phoenix, we were both exhausted, and still had a long drive ahead of us.

My complaints: 1) US Airways/American are so poor that they have to allocate excess premium cost seating, and having few seats so 2 people can't sit together at normal price (Both directions). 2) There should be no seats near the window on the exit rows. They might fit a dwarf, young child or baby, but a young child or baby are not allowed in an exit row. The seats were not worth the price paid. I would challenge the CEO of US Airways/American Airlines to sit in one of those seats for a 6-hour flight, and see how they would like it. If the window seats on the exit row were removed, the aisle and middle seats could be made wider. If a skinny petite woman is uncomfortable and not having legroom to speak of, that is pretty bad. I may fly to Hawaii again, but I don't want to fly US Airways/American Airlines anymore.

In speaking with the airline staff, they stated that they could only get me to LAX late that evening more than 12 hours beyond my original arrival time. We looked for other options and found a way to get to Ontario (ONT) while only being 6 hours late, though I was 60 miles from my original destination. Due to Los Angeles traffic, I did not complete my task of picking up the pictures in the valley and heading to my lodging for the night until well after midnight. I failed in getting the pictures organized and delivered to the person that was organizing the services as stated.

I forgot to mention that the rental car company that I had a reservation with charged me over $100 for the same reservation now that it included a pickup and drop off at different locations. The next day, I was tired and stressed more than needed due to the delays and location changes. Not to mention I looked even more like ** due to the loss of sleep and extra stress. C'mon people, funerals are bad enough!

The following day, Thursday, I arrive at LAX early again wishing to be home as early as possible so I could be on the job site bright and early Friday morning. Once again, American Airlines/US Airlines strikes again. I get to LAX and find that my flight is delayed two hours once again making my connecting flight worthless. I call the airline, after waiting over 25 minutes to speak with someone, I find that I was automatically rebooked on another flight that was set to depart in 15 minutes. To my dismay, the other flight was in another terminal that required that I take a shuttle to the terminal. Running through the airport like a runaway convict, I am determined to make the flight, unfortunately, I arrive at the gate at 2 minutes past the departure gate; the place is vacant with no one or the plane to be found.

At least you departed on time for that flight. By the way, I would have gone to the airline customer service desk to check on my flight if there were no less that 30 people in line to do the same. My only assumption is that delayed flights is the norm not the exception and others were living my nightmare too. I checked my phone and e-mail. I also checked them on my reservation. You had my phone number and e-mail address, if you had just notified me of the change through commonly used communication means, text, call, or e-mail, I may have made that flight.

I work with a customer service agent and find a route to RIC, unfortunately, the flight leaves 9 hours after my original accommodation. I try to sleep and can't as LAX is not the most hospitable place to spend 9 hours lingering. I am at the gate hours early as I am not going to miss this flight then lightning strikes again, this flight is delayed. Since I am now a veteran of your delayed flights, I do not try to change my connection even though it is approx. 10 minutes before the estimated arrival time. Fortunately, we arrive in the connecting city with enough time for me to be the last person boarded on the connection following another runaway slave/inmate act.

I arrive home around noon, over 12 hours beyond my original ETA. I miss the appointment I had at the job site and had to reschedule and I feel like I have been run over by a train. While making my initial reservation, I applied for an AA Advantage card, I'll need to cancel that too. The next time you ask someone why you are not the preferred provider for their travels, pull up this letter to remind yourself of the service you provide.

All I could do was look in shock and just shake my head and walk away. For the whole 14-hr flight this flight attendant yelled at passengers and was just overall very rude. During the flight I fell asleep, and they served what they called food to us. No one woke me up to see if I needed anything. So once I woke up I pressed the button for the flight attendant to assist me (which took her 15 mins to even come over to my seat). I asked her if I could get something to eat because I didn't get anything. She angrily stomped off and came back gave me my food and told me "the next time you want something you need to get up and ask me" to which I looked at her and she rolled her eyes and walked off.

The next flight I took they were delayed. All the passengers were sitting there waiting with connecting flights and no one bother to even tell us the flight was delayed. While on that flight, which was really really cold, I asked one of the flight attendants if I could have a blanket which he replied, "We don't have that on this plane," and rolled his eyes and walked off. I also asked if I could get a refill of apple juice (yes Apple juice people) which the cup was snatched out of my hand and I was given an attitude by the flight attendant. American Airlines has to be the worst service in history. They are rude and inconsiderate. I will never fly with them again.

US Airways staff was very unfriendly, cold and NO KNOWLEDGE of BASIC customer service. They booked another flight that was to leave in 4.5 hours. The layover was to be 30 mins on the opposite side of Charlotte NC airport. (For those who don't know this is a big airport) We had requested a wheelchair for mom. There was NO SIGN of a wheelchair. We only had 20 minutes left to get across the airport to gate B6. I was talking to one of the US Airways staff regarding the lack of Wheelchair. She looked at me with anger in her entire being and said "Do you want me to cancel your flight'. Wow. What the...

WHO ARE THESE PEOPLE and HOW DID THEY GET HIRED FOR CUSTOMER SERVICE JOBS. I did not respond and luckily spotted a wheelchair on the other side of our exit and grabbed it. We proceeded to rush to gate B6. We got to LA Airport late on 9/7/15, missed our shuttle transportation, got stuck in the holiday busy airport traffic, got stressed, humiliated and threatened by staff. US Airway service and staff SUCKS!!!

After arrival, my grandbaby had to be taken to the Emergency Room. After contacting customer service, the only consideration that American showed was to offer 2 $100 vouchers. This is unconscionable, and American Airlines should be reprimanded. I took the same flight on 4 September, and experienced the same type delays (mechanical issues). My flight left at 1030pm. American knows it has issues, and does nothing to fix them. Old planes are a major factor!

Though I was to stay in Wilmington for a week, my husband ended up being hospitalized at 3 a.m. on June 22, was scheduled for emergency surgery at 8 a.m. on June 23, so I had to change my return flight from June 28 to June 22. Was informed that unless my husband was in intensive care unit, there would be a $200 charge to change my flight. When I arrived at Wilmington airport I was advised that my flights to Philadelphia and then to Detroit were on time, however, about 30 minutes after arriving at the gate an announcement was made that the flight was delayed due to mechanical problems.

Helpful gate agent got me on a flight to LaGuardia so that I could still make it to Detroit on June 22 and be in Lansing in time for my husband's emergency surgery the next morning. Though there was no announcement and no change on the board indicating that the LaGuardia flight was also going to be delayed, figured that out myself when the flight had not started boarding by the time it was supposed to leave. It was too late at that point to try to get on another airline and the best US Air could do was to get me to LaGuardia at 8:47 pm and fly me at 6:29 a.m. on June 23 into Detroit, arriving at 8:47 a.m., after my husband's surgery started.

Due to additional delays (also not announced by the airline or noted on their board), I didn't get to LaGuardia until just before midnight, a good two and a half hours later than they had first indicated. Airline staff at LaGuardia were incredibly rude and obviously couldn't have cared less about my frustration with all of the delayed flights. American's flight to Detroit on June 23 was delayed by four hours, again with no announcement made by the airline to let passengers know what was going on. Excuse this time was that flight crew hadn't had the FAA required rest period in between flights.

While I have written twice to AA customer service department complaining about every leg of my flight to and from Wilmington being delayed and the poor treatment I received from their staff, asking to at least be reimbursed the additional $200 they had charged me for having to change my return flight in the first place, the best they can do for me is to thank me for my feedback and apologize for all the inconvenience they caused me. Oh, and promise to "work hard to ensure I receive the service I expect and deserve" when I fly them in the future. Can guarantee I'll never fly US Air or American again, nor will any of my friends or family who have all been informed of how indifferent American is to their customers and how unreliable they are.

Starting from Atlanta we had a flight to Miami, FL and from there a flight to Bogota, Colombia. On July 2nd we got to the gate of our first flight in Atlanta, the gate attendant approached us and said that American Airlines offers a free complimentary carry-on baggage service, where they would take our carry-on bags and we would pick them up at our final destination. So without hesitation we handed over our bags so that we wouldn’t have to carry them around the Miami airport.

We then got on our flight, number 139, at 6:40am and landed in Miami right on time. We then had two hours until our flight to Colombia boarded. We then boarded flight number 913 from Miami to Bogota, which was about a 3-hour flight and was planned to land in Bogota around 12:40 pm. We took off and about an hour into the flight a flight attendant comes on the intercom to inform us that they were experiencing problems with the plane and that we were heading back to the Miami airport.

We landed at the Miami airport and sat on the plane for an hour before we were told that the airport safety crew reported the plane out of service and we had to move to another plane. We did so, and sat on the new plane for another two hours without sight of a single flight attendant during the entire wait. We eventually took off and landed in Colombia around 7 pm. We then go to pick up our bags where we received 5 out of our 6 bags. The bag that never came through the conveyor was my carry-on bag that you took complimentary.

We were guided to the American Airlines baggage service counter where we were told that that bag was accidently sent to Medellin, Colombia instead of Bogota. After receiving no additional information about what happened to my bag, we were told to go home and let them do their job and we will get our bag shortly. After dealing with two rude service people they took my contact information and said they would call with any updates.

The next day we got a call from an American Airlines employee and said that she had my bag in her possession and described what was in the bag which at the time included clothes, a phone, and a watch. My bag was delivered a couple days later to the house at which we were staying and before the delivery guy left I checked inside the bag to make sure everything was in the bag that I packed. There were several items missing that we were gifting to her family such as an iPhone 5 along with a case, a pair of Nike tennis shoes, a pair of jeans, and a watch.

I have filed a claim for the missing items and am currently waiting for a response. I explained to the delivery man that there were several items missing but he just told us that that’s not his job and that we should file a claim, but for all I know he could have been the one to take the items. We enjoyed our 18-day stay in Colombia then it came time for the return trip on July 20th. Upon arrival at our gate for flight 916 at the Colombian airport, we were again approached by two attendants and told us that they were expecting a booked flight and that they would need to take our carry-on bags to save room in the overhead area.

I explained to them that on the trip to Colombia my carry-on bag was sent to a different city and I didn’t feel comfortable giving them our carry-on bags. We were told that we didn’t have a choice and that we must give them our bags. One attendant told us that our bag will be sent to a special connecting flight baggage pickup and the other said that all bags would be sent to the same place. After discussing between one another they concluded that we would have to pick up our carry-on bags at a connecting flight baggage pickup since we were going to get on a flight to Atlanta.

We gave them our bags and as we board the plane we notice there was several open overhead slots that didn’t have any bags in them, approximately 15 of them. This made me very nervous and confused as to why they demanded to take our bags and make our landing in Miami much more confusing as to where we should go to get all our bags. We landed in Miami and upon exiting the plane we asked an attendant at the front of the plane if our carry-ons would be sent to a different place and he said that all bags would be sent the same place.

We continued to go to immigration due to the fact that we were flying in from a different country. My girlfriend was told that she needed to be escorted to an office for further questioning without any explanation. She told the man that she had a connecting flight to get onto in about two hours and he said that she would miss the flight and that she would have to rebook for another flight. I understand that immigration has nothing to do with your airline and the fact that she missed her flight was not your fault at all. As I made it through immigration I continued to baggage claim to get our six bags. I collected all six bags and went to the information desk to ask if I should board my flight without her or if I would be allowed to stay so that we could fly back together as I did not feel comfortable leaving her alone in the Miami airport.

I was told that she would be covered by American Airlines to rebook another flight since she was held by immigration but I would not be. So I continued to the connecting flights line where I was told that I would not be allowed to take her three bags, I could only take my three bags. So I walked back to the information desk to ask where I can place her bags as she is being held and I have a flight to catch. He told me to place them against the wall next to a cage that contained other luggage and he said he would put her bags in the cage in a moment. I left her bags there and continued to catch my flight.

At this point a lot of time was wasted walking back and forth so as I continued to check in my bags and I was told by an American Airlines employee that I needed new tags for my carry-on bag. I asked why that was necessary and he said because the current tag was a handwritten tag from the gate attendant in Colombia; the tag that was made was only from Colombia to Miami not to Atlanta. I was told again that the carry on must be checked in and could not be brought onto the plane and therefore I must continue to the customer service line to get a new tag for my bag.

As I approached the line there was approximately 50 people already in line and my flight was going to board in about 20 minutes at this time. At that point I knew I was going to miss my flight back to Atlanta as well. So I waited for my girlfriend to be released from questioning and we waited in the customer service line for American Airlines, which took approximately 3 and hours. I’m not sure as to why the line was so long but they were experiencing a lot of problems that night. We finally reached an attendant our situation and she abruptly cut me off and she was going to place us on call for the next flight out since all the flights the next day to Atlanta were booked.

She said to go to the gate of the 7:30 am flight that was booked at the time and see if they have space for us. She said the chances of this happening is slim but the next definite flight out she can get us on would be at 7:30 pm the next day and that’s all she could do for us. I told her that we weren’t satisfied with the way she was handling the situation as we have no place to sleep and she said she could not give us a voucher to the airport hotel even though I overheard the two people in line ahead of us got a $100 voucher to the hotel. We continued to give her our luggage to put on the 7:40 am flight just in case we did get a seat. At this point it was about 12:30 am so me and my girlfriend sat in front of the Check-In gate from 12:30 am to 5 am to check in and walk to the gate of our flight.

We reluctantly were given a spot of the flight and made it back to Atlanta by 10 am, which at that point I had gone 24 hours without sleeping at all. The whole experience was very stressful and I just feel like my story needs to be heard. My main concern was that every single AA employee didn’t really have a straight answer to any of our problems we were experiencing. Being told to go to wrong gates, experienced multiple rude customer service and baggage agents, and many more. I would like to know an update on the baggage claim from the missing items from our lost luggage as well. I will never fly American Airlines again and will be sure to tell all my friends and family the experience I had and how it was handled.

After the plane had been emptied and the cabin cleaned & prepped for our flight, my husband & I were told they were ready for handicapped pre-boards. When we got to the bottom of the loading ramp a flight attendant was standing in the cabin doorway. He told us we could not yet board as the whole flight crew was not yet there. We then waited by the plane for 20-25 minutes before the missing flight attendant came rushing down the loading ramp with an On The Border restaurant to-go bag. This was the same flight attendant we had seen rushing off the plane earlier.

As soon as she was on the plane we were told we could board. Things seemed to go smoothly from there until after we had taxied out to the runway. We then stopped for a short time before the captain announced that we were going to have to go back to the gate due to something called illegality. He said he'd been flying too many hours that day and he had just missed his final take off time by "a few minutes." While we were making our way back to the gate it started to rain. When we were a short distance from the gate the plane stopped as lightning began to flash.

We were told the ground crew was being called off the apron and we would need to wait before the plane could connect to the gate. Two hours later we were allowed to connect to the gate and told to disembark. As we were leaving the plane, my husband asked the flight attendant for her name as he wanted to file a complaint about the delay. She became upset and stated it wasn't her fault

My husband and I waited next to the plane for his wheelchair to be brought to him. While waiting, the flight attendant came off the plane and got in my husband's face speaking aggressively asking, "Still think I caused the delay?" She was all but yelling at him about illegality and weather while getting further in my husband's space. He attempted to diffuse things, telling her he did not want to speak to her anymore. She then told him she had HIS name and would be writing HIM up! Whatever that was supposed to mean. She did this in front of many witnesses, both AA employees and passengers. When we finally got to the terminal all the passengers were going on about the flight attendant and her causing the delay.

The flight ended up leaving 6 hours late causing us to miss our connecting flight. Our new connecting flight was going to be the next morning, but did not leave enough time for a hotel room even if it had been offered, so we had to sleep on the floor of the airport using the wheelchair seat cushion as a pillow. When I finally managed to get through to AA, they told me that since it was reported to them that the flight delay was caused by weather, that was their stand on the issue period.

So the weather caused the flight attendant to: leave the plane and gate area for dinner, rush back from the restaurant late while boarding was delayed for her. She caused a delay of 20-25 minutes, causing the captain to miss his window by "a few minutes," which delayed us long enough for the weather to become a problem.