American Airlines Reviews

I have sent several messages to US Air complaining about this, but their customer relations dept kept telling me that the only reason for the delay was weather related. They even told me that the tail number on the aircraft used for the flight was the original aircraft. While I totally commend the flight crew for refusing to fly an unfit aircraft, I am worried that US Air is fudging its reports on aircraft service issues just so that its statistics are not affected and it can blame the weather instead of mechanical problems.

The second incident occurred on Mar. 2, 2013 with their flight 2219. All passengers had boarded the aircraft; the flight crew had shut the doors; the plane was pushed back; and the captain had started the engines. But instead of moving down to the runway, we turned and headed back to the gate. The captain announced that there was a small problem with the aircraft's on-board deicing equipment, but she had called maintenance and hoped that they could fix the problem within the hour. Even gave passengers the option of staying on the aircraft or de-boarding. Once back at the gate, they requested all passengers to leave the aircraft. After the repair person had started looking at that problem, it was deemed too difficult for him to repair at the gate and so US Air cancelled the flight. We had to find a hotel since the next available flight was the next morning.

When I complained to US Air about this incident, they once again told me that this again was weather related! And the customer relations person who called me told me that aircraft do not have on-board deicing equipment. It is all done by spraying deicer from a truck. So now I have two incidents where we have unfit aircraft, but where US Air is trying to hide behind weather excuses. Is this the tip of the iceberg? And is US Air trying to hide its unfit aircraft behind questionable weather? Once again I commend their aircrews for refusing to fly an aircraft that is not safe. Thank you.

They were rude to me, the customer. This was just unbelievable. I've been a customer service representative for more that 10 years in the Hospitality Industry and I thought that "The customer is always right," but George, the supervisor in LAX, doesn't know that yet. It seemed like he was feeling good while making me feel like the liar and the troublemaker. I was not taken care of properly.

I can understand that they don't have enough flights to accommodate everyone, but for me, customer service is more important. I can tell you that they don't have basic customer service skills, and Supervisor George was the worst. I cried because I was thinking that he was going to take care of me, but he made feel helpless. He thought I was crying because I didn't want to wait for a flight, but I was really waiting for my delay but no, it was for his behavior towards me.

Sorry, but I tried to ask another agent for his superior, and she told me that he doesn't have any superior and he saw me. He called the agent to know what I said. I heard because I went directly with him to ask his name, and again he was rude when I asked his name; no last names, I understand. Hopefully, somebody could do something about it. Oh! I never asked for anything about all the inconvenience and even a thing about it.

I took the destroyed bag to LAS AA baggage service and was told you won't take the bag. Why didn't they tell me that at LAX? A wasted trip to the airport. Why was I told you would fix it at LAX and you would not fix it at LAS. Two staff members examined the bag at LAX, so I thought they were following your rules. I did what they told me to do, only to get turned away in Las Vegas. Awful experience. I was sick on the toilet for two days after eating nothing but the food provided by this airline.

After the airplane doors were closed, I approached the stewardess and requested a blanket. She replied that she didn't have any and when I pointed to some that were left on the seats of the semi-empty business cabin, she rudely replied that those were not for main cabin passengers. She mentioned that she didn't have enough to give to all remaining passengers and I replied, "They're not all sick nor did anyone else request," to which she replied, rudely again, that this was the policy and that I was welcome to take her name and file a complaint.

It seemed that she was proud to follow a policy, if it even exists, not realizing that in order to serve passengers in the best possible way, one must be able to find the exception to to the rule. After all, how insensitive can you be not allowing a small miserable blanket that could have meant so much for a sick person traveling alone for three hours?!

So, I called back and told this automated recording that I want to book a flight and no, I don't want to use my Dividend Miles. I am immediately connected to a reservationist. She says she is unaware of the two tickets to HI and that she can find one seat going out to HI in August 2013, for 60,000 Dividend Miles but there is no schedule for a return trip and she can't book it for me, because the airline doesn't recommend this practice unless I want to pay the full price for the ticket. She further stated that the companion ticket cannot be used for HI. But if I want to buy two tickets, there are plenty of seats. I called the credit card company. They offered me some added bonus miles. Wow, they are good for nothing! Buyer beware. The flight attendants get bonuses for selling these cards and are willing to tell white lies to sell the cards. US Airways is a rip off and so is this card.

I was told that she was being unreasonable and could I just place my seat forward. What? That was the extent of their involvement. The woman continued to periodically kick my seat despite moving it forward. She only stopped when she fell asleep (glad someone could). I realize now that I should have filed an inflight complaint and notified TSA for the assault and battery I suffered. This woman was able to act offensively and rudely only for me to be treated like I was in the wrong. This was a situation that could have gotten out of control had she tried this with someone else.

I contacted US Airways to see if they would be willing to compensate me in any way for my suffering. I was not asking for money or even a free flight - just something. I was told that there was no reason to be compensated, as this was not a compensatable issue. I guess passenger safety is certainly not a concern of US Airways.

Dividend MIles Members (as I am) as well as all passengers need to be aware of this. If something like this should happen to you, be sure to file an inflight complaint and contact a TSA agent to file a formal complaint. Don't believe that the airlines are concerned about you and your safety. They are not. They are only concerned about profits. This is an example of where doing the right thing did not get acknowledged. Last thing I recall is that I paid for my seat 10 months in advance and have the right to place my seat back like everyone else.

This advance knowledge meant that even if the flight was unable to speed up and arrive at its destination on time, which was not an option because of the jet stream, that's out of the airline's jurisdiction, no question there, there were about nine hours in which to plan ahead so that the passengers who had to catch a connecting flight could be briefed on what to do and where to go. Given that the flight from Philadelphia to San Francisco was the same flight number, we can reasonably assume that a large number of passengers on that flight had an interest in making a connection on time that day. No such briefing occurred during the flight. We ended up arriving over an hour late. Our scheduled landing time at KPHL was 03:37pm EST and our actual landing time was 04:38pm EST.

Again, I understand that weather delays are not the airline's fault, so I could have lived with that delay. How the airline reacts to such a delay, however, makes all the difference in the world to me. When we debarked the airplane, there was only one US Airways employee at the gate. She had a huge pile of tickets and informed us that if we didn't make our flight, we could have another ticket for a new routing. Now, there were 296 passengers on the plane and I estimate that at least half of them had to get a new ticket. It takes an extremely long time for a single person to give out a hundred tickets to a mass of confused passengers with a lot of questions, most of which could have been answered on the plane with a simple announcement. That process added a lot of completely unnecessary time to my already pretty substantial delay.

Next, I had to get my checked bag, check it back in, go through immigration, a separate passport control and a TSA security screening, and all of that in less than an hour. I know this is pretty much out of the airline's control as well, but all the flight's passengers still had to wait in the same line as the relaxed passengers who had more than just forty-five minutes to catch their plane. Naturally, I missed my flights (Us Airways 709 to San Francisco and then United Airlines 522 to Portland). I didn't think this would be a big deal. I figured I'd just go to one of the many US Airways ticket counters and get a new connection to Portland. Three times I was told to go from Terminal A to B or vice versa to a specific ticket counter. The airport in Philadelphia is pretty big so I was running around for a good forty minutes before I finally spotted a help desk.

The employee there gave me two new tickets, after having to ask her supervisor how to change my route, with my new route being Phoenix-Portland on flights 1193 and 93 with your airline. I arrived at gate B11, which was on the other side of the airport again, just in time to listen to an announcement that the flight to Phoenix was delayed as well. Again, weather delays happen but almost two hours? The scheduled time was 07:55pm EST and the actual take off time was 09:17pm EST. Had I been two hours late in arriving at Phoenix, I would have obviously missed my connection to Portland, so I tried to go to the ticket counter at that gate and get help. Tried to, being the key phrase here, because despite there being about twenty five passengers in line trying to get new tickets there was only one employee at the counter. It took about thirty five minutes for her to help the first customer. It was about 7:30pm Philadelphia time when it was my turn.

Once again, the lady at the ticket counter didn't really know how to use the computer to the point where it took her about five minutes to pull up my reservation. I was then informed that all flights to Portland for that evening were full and my next chance would be at 7:00pm the next day. Not 7:00am, mind you, but 7:00pm. Astonished, I asked whether there were any other options, maybe with another airline. I was informed, sadly, that all the flights were completely booked. I inquired as to the availability of hotels in the local area, since it seemed that due to your airline's ineptitude I would be stuck in Philadelphia for the evening. Your employee told me that US Airways does not pay for hotels in these scenarios. This was the point at which I started to get really angry. Not only did I receive minimal help during my ordeal, I was now supposed to pay for the effects of the delay.

In all my time traveling, I had never encountered such a policy. I went to a new desk in the other terminal in an attempt to find someone more helpful and waited in another lengthy line. When it was finally my turn, I had waited so long that I was able to search for other flights going to Portland on my smart phone. It took the employee at the desk ten minutes and the help of her supervisor to pull up my reservation, and again I was informed that my best chance would be a flight the next day at 7:00pm. I suggested a few flights to Portland I found on my phone and the employee started to get frustrated and told me in no uncertain terms that she checked everything and there was absolutely no way I would make it to Portland. Finally, she said that I could fly to Seattle that evening if I wanted to. Seattle is a lot closer to Portland than Philadelphia, so I agreed. After only fifteen minutes of furious typing, I had my ticket to Seattle on US Airways flight 1541.

It was at this point that I asked what the plan was once I arrived in Seattle, Washington. I was told that that was not the airline's problem, as they had taken me as close to my destination as possible given the circumstances and that company policy did not allow them to pay for a train, cab or flight fares to my ultimate destination of Portland, Oregon. They still would not cover the expense of a hotel, even though my flight arrived at 11:07pm. This was simply unbelievable. I am twenty four and I live on my own so I can take care of myself, but for example, there was a really nice older gentleman in the queue behind me who had a brain injury and he was clearly confused. I am concerned about a company that thinks it is acceptable to send someone to a different city and just tell them that they are on their own when they arrive. The same sentiment applies to people traveling with young children.

Thankfully, I have an awesome girlfriend who drove all the way from Portland to Seattle, a drive which takes about three and a half hours and picked me up. So, not only did I arrive in a different city, I had to drive three and a half hours back at my own expense. I think we can all agree that that is the last thing anyone needs after a twenty four hour long trip. I paid $1,500 for my tickets and I did not get the service I paid for, not even close. To add insult to injury, when I debarked the plane in Seattle, I asked the US Airways employee at the gate where my bag was. She had no idea and could not locate my bags in the system. When I asked her what to do, she told me straight up she had no idea. The next day, after a three and a half hour drive back to Portland, I tried to figure out where my bags were. Your website has a tracking system for lost bags detailing how I can track my luggage: "You can use your file number (ex: PHLUS00000012)."

I still, to this day, have no idea how to figure out what my file number was. After searching on the internet, I finally found a phone number, where one can elect to leave a message on an answering machine and get a call back. In the period of three hours, I left three messages, which to this day are unanswered. I figured that since I only missed my flight by a hair, my bags probably went my original route (PHL-SFC-PDX), so I called the airport directly only to get the same automated number from the help desk. I am so thankful that my flight from SFC to PDX was operated by United Airways because it only took me about twenty seconds to find their lost luggage number, call and have an agent tell me that they had immediately located my bags. The agent took my address and had a representative deliver my bag to my front door in less than an hour.

In summary, I know that it is not the airline's fault about the initial weather related delay. I also know that the airline is supposed to know about their own schedule and should be able to deal with problems like these when they occur. Not once in my many interactions with US Airways employees did I have the feeling that they were there to help me. The customer service attitude was one of hurried apathy. Perhaps, this attitude arose from a general lack of training concerning normal operating procedures. The recurring theme of this trip was frustration and helplessness. It is just shocking that such a prestigious airline would have such abysmal customer service. I don't really expect much from this email, I will send this to a few customer service websites and post it on a few forums.

I don't even expect you to reimburse me for the $50 I had to spend on gas money. This will be the last time I fly with US Airways. There are plenty of other airlines out there who hopefully have far superior customer service for a similar price, not that that would be very hard to accomplish.

My ultimate destination was about halfway between PHL and BWI. I don't care which one I go to. Either way, it's the same hour and a half drive. So there are seats on the plane, but I can't have one because there is another flight scheduled to BWI. I finally arrived at my ultimate destination at 2:45 am. This is how AA treats a multi-year platinum flyer who has accumulated 1,902,000 miles. A complaint to customer service did not receive a reply.

My travel partner and I have been looking forward to getting way from the winter weather in Indiana and spending time with our friends in St. Maarten and no amount of compensation will replace my lost vacation time. As a frequent flyer traveler of over thirty years, I find the action today distasteful and reprehensible. Please review the US Airways’ policy below and respond with compensation which is in compliance with your policy. The respect of your reply and corrective action is anticipated.

International flights: "If the passenger's arrival at his or her final destination is greater than one hour but less than four hours past their original scheduled arrival, involuntary compensation is 200 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $650. If the passenger's arrival at their final destination is four hours or more past their original scheduled arrival, involuntary compensation is 400 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $1,300." I am a disgruntled and very unhappy passenger.

We had assigned seating and waited in line like everyone else. A week later in the hotel room after opening my bank statement online, I saw these charges. I was baffled. Long story short, it took me three (3) weeks to even find out what these charges were for. Forty two dollars had been charged on my card for something I not only asked for, but never got. I was livid. I called the airline after I got home only to find out that any agent or even manager answering the phones at the airport do not have the authorization to help you and could never get an authorization to refund a customer. My only option was to send an email to their complaint department. What? Then, the horror of what happened really set in when I got online and googled the airline. On one site nearly 500 of the 600 posts were solid, complaints and terrible stories of many, many other flyers who had similar experiences. Many were about money and many were about the appalling and rude behavior of the employees and flight attendants.

After 6 weeks of sending emails, the airline replied through an email as well stating: “Thank you for contacting the Passenger Refunds Department. Our audit reveals a refund is not due in this case, as the Preferred Access charges purchased at the kiosk are non-refundable fees. We regret any misunderstanding you may have had in this matter.” Misunderstandings? Your agent charged additional fees that he did on his own without consent. So, I sent this email back: You can’t tell me that a fee I didn't ask for or receive is non-refundable. That money was stolen from me by the agent who took it upon himself to charge me this. How dare you tell me nothing will be done? A copy of this email will go on the US Airways site where hundreds of bad reviews are posted. Another copy is going to the attorney handling the class action lawsuit against you. Any other company would have refunded fees charged frivolously by an airport agent to a customer’s credit card without consent with just one phone call. No one can even call you. Nothing is available.

In all my years, I have never ever heard of such lousy inexcusable behavior where someone’s credit cards can be charged whatever the airline wants. You figure people won’t and can’t sue over small amounts of money but you all need to go online and look at how this airline is presented. One person may not sue, but an entire group represented by a class action attorney can. Your agent took advantage of a young woman traveling for cancer treatment. You have countless posts of horrible treatment and rudeness by employees and flight attendants. You've already recently had legal trouble and now more is on the way from cases similar to mine. Good luck with all this, and this attorney will eventually get my money back for me and the airline will hopefully and finally go down. Shame on all of you.

This was a reply by yet a different person: Thank you for your most recent email. I’m sorry if you didn't receive the original response sent from our Refunds Department. I show that they responded to your refund request earlier today. I've copied their response to you below. Also, please be advised that local Airport Authorities employ Skycaps for the convenience of curbside check-in. A fee of $2 per bag is charged by ** when this service is used. This fee is clearly posted upon entering the stanchions while waiting for assistance. In addition, the Preferred Access fee allows for a faster, more convenient airport experience. With Preferred Access, US Airways’ passengers can sail through security and be among the first to board their flight. We sell Preferred Access by direction and the cost varies based on flight length, destination and time of day. There are some restrictions as detailed in the terms and conditions on our website. Per the terms and conditions of Preferred Access, the service is non-refundable once used. Again, thanks for giving us this opportunity to address your concerns. We realize you have a choice when flying and we thank you for choosing US Airways.

The last statement in that last email really angered me. "Again, thanks for giving us this opportunity to address your concerns. We realize you have a choice when flying and we thank you for choosing US Airways." No, I was not given a choice. The money (fee) was charged to my credit card without my knowledge or consent. I am told this is a non-refundable charge when I didn't even ask for it. So apparently, an agent can charge you whatever he wants and when you complain, you’re told it's non-refundable by the agent who spent your money for you. This is so incredible it just boggles the mind. This airline needs to be closed. They should not be in business whatsoever. I will do whatever I can to get a class action lawsuit going against them. They were recently sanctioned for not having a place where customers could reach them for problems or solutions. No kidding. Really?

One of their employees even posted a statement saying that many, many workers were laid off and there's not enough help to go around. Well, I heard from them and they could have cared less about what I had to say. An airline that keeps charging additional fees without the customer’s consent will make a ton of money that way, but will go down eventually when they are sued backwards and sideways. I will be there watching and I want my $42 back.

I spent 9 hours thinking about the earwig. I could not sleep or eat at all and they made me feel I don't have the right to complain; that I was the only one in thousands of salads who complained about it? I am sorry, but I think it's my right to do that. And after that I got only 5,000 points? Not even a sorry? The airline company should remember that I have choices. They have competitions. 5,000 points is not enough anymore. I want them to do more about it. Show me that you care about my business with you.

At that moment, I experienced the most humiliating situation I have lived in my whole life. From the counter, through the airport’s loudspeakers, one gentleman requested us to leave that queue. As my kids were having difficulties to carry their hand luggage, I asked him to give us one minute to sort out the situation. At this moment, this American Airlines’ employee, a very tall and big man, came towards me and my family and started yelling and gesticulating at us in front of the 200 other customers that were boarding that same Boeing 777!

I was so surprised with such violent and needless attitude of an AA employee towards me and my family that I couldn't understand what he was saying in English, but it was clear to me that he was trying to humiliate me in front of my wife and kids. I entered a state of shock! What was going on? Who was that man yelling at me in front of my family? My kids couldn't understand what he was saying in English, but it was clear to them that that man was threatening his father, and then they started crying. I was really flabbergasted with that man’s attitude and I couldn't say a word. I just froze. I couldn't understand such violent attitude from an American Airlines’ employee towards me and my family. He continued shouting and gesticulating, turned his back on us and returned to his counter.

I wondered where did that man learn those torture techniques, as this is how I felt whilst he was shouting and humiliating me. What kind of background he grew up in to think he could treat people in such a horrible way? Who gave him the right to speak to me in that way? American Airlines? The US Government? Feeling humiliated in front of 200 people, I tried to calm my kids down and made the decision to inform AA of what happened. When the Platinum customers were called to board the plane, I had a pen and paper in my hands and I asked the person collecting the boarding passes to give me the name of the man that yelled at me. She called him to the gate and I asked him to write down his name and staff number, as I was going to file a complaint about the way he treated us.

At this moment he lost control! He took his ID, put it a few inches from my face and told me to write down myself the information I was requesting. I could see that his name was **! After he saw me writing down his name, he pulled my boarding pass from my hand and walked away from me. But there is more to come, and you will be surprised with Mr. **’s attitude a moment later. He had just walked two steps away, and then he turned back to me. And with his finger in my face, he said out loud in front of all the other passengers: “You are causing problems here and you will cause problems on board. I will speak to the Captain and request him to remove you from the plane!” What? I thought to myself. I ask the employee’s name to write a report and he turns on me, with his finger in my face and threatens me, in front of my wife and kids? I honestly felt he would point a gun at me had he had one or physically assault me! He treated me like I had no rights, like a dictator would treat his detractors!

After this, he returned to his counter with my boarding pass in hand and frantically typed on his keyboard, looking at me with anger, while I boarded the plane with my kids. Needless to say, that my 3 kids boarded the plane in tears and stayed traumatized for a long time, because they were scared that that American Airlines employee would hurt or harm his father. As we were seated in the first rows in Economy, we could observe Mr. ** boarding the plane and entering the cockpit. After this, my kids cried even more. They only calmed down a little after a flight attendant that spoke Portuguese and witnessed the situation, approached us to apologize for what just happened.

If this is the way American Airlines treats their Platinum customers (whom you call ‘elite group’), I wonder how a customer that only buys one ticket a year is treated. I already hired a lawyer, and collected the testimony of 3 other customers that witnessed the whole situation. I will sue your company to make sure no one else is mistreated the way I was. You can be sure your legal department will hear from me and my lawyer! The humiliation me and my family were exposed by this American Airlines’ employee will stay in our memories forever. With employees like this working for you, AA runs a serious risk of ending up like Pan Am.

I hate American. I want them to go bankrupt. They have absolutely no empathy for human conditions. All they care about is making money or well staying afloat, which they won't - mark my words. All airlines are giving us money back or letting us reserve flight for up to a year except this useless American airline. They don’t deserve any business if they have no care for human conditions.

We were about two hours in to our flight, and had just begun crossing the Atlantic Ocean when some passengers had said that they had smelled smoke coming from the rear of the airplane. I also noticed some of the flight crew taking the fire extinguishers with them to the rear of the plane. In addition, the captain had come out to investigate the situation. Apparently, there was an electrical issue and the threat of a fire from the ovens at the rear galley of the plane. The captain had decided that he would prefer to make an emergency landing in Halifax rather than try and fly across the Atlantic. Unfortunately, the Halifax airport had the only runway that could accommodate our plane taken out of service due to some maintenance from severe rains. We had to make our way about an hour and a half further to Moncton, New Brunswick. We landed there about 1:30 am, and surrounded by fire trucks, our plane was escorted as close to the terminal as possible. Firemen did come on board the plane and investigate the fire hazard.

In thinking about fire hazard such as this, had it not been detected sooner, or had it progressed to a more serious danger, it could have resulted in dire consequences to such a large plane, filled with passengers and fully fueled up for a 12-hour flight across the Atlantic Ocean. A paramedic crew also had to come on board to attend to a passenger that was experiencing chest pains, no doubt due to the stress of the situation of this emergency landing. He was removed from the plane and taken to a hospital. Unfortunately for the rest of the passengers, we could not get off the aircraft for over six and a half hours. There were no customs agents available so we had to stay aboard the plane, with no hot food, and limited provisions in tight cramped quarters.

Once we did get off the plane, we were stranded in the airport for eight hours. There was no place for us to go but to be in the airport in a small room, with uncomfortable folding chairs to sit on, or a hard floor to lie on and try to get some sleep. The Red Cross was brought in to provide us with blankets, toiletries, food, and other provisions to try and make us comfortable.

After eight hours in the airport with sketchy information on the plans to continue our travels, we were brought back to Philadelphia, where we were given alternative modes of transportation to try and reach our final destination. I was given tickets that required me to delay my trip an additional day, fly to Atlanta, GA the next day, and then on a Delta Airlines flight to Tel Aviv, arriving Thursday rather than Tuesday as originally scheduled.

At this point, I had already lost one day of my limited vacation. I had to pay $150 for one night rental on an apartment I had not even stayed in yet, and I had been traveling for over 36 hours with limited sleep, and was now being asked to add one more day on to my travels. I had asked to be placed on a flight that evening since I did not want to incur one more day of travel detracting from the vacation I had already lost. A manager in Philadelphia, Eric **, was very helpful, and was able to get us on a flight that evening, or rather two hours from the time we arrived back in Philadelphia.

When we had arrived at the gate, the gate agent had placed us in the row just in front of the bathroom. We had gone from having bulkhead seats with a little extra leg room, to having to endure listening to the passengers as they entered the bathroom, and heard the flushing of the toilets. To make matters worse, of the four seats we had been issued, two did not have the sound system operational, and therefore we had to endure an almost 12-hour flight without the benefit of being able to use the entertainment system on the plane. And for someone who has a difficult time sleeping on airplanes, this was very hard to endure.

Upon our return to Philadelphia, when we were handed our alternate travel arrangements, we were given a copy of the US Airways Passenger Rights in the Event of Flight Delay, Cancellation, Downgrade in Class of Service, or Denied Boarding for Flights to/from the State of Israel. In this document, it clearly stated that monetary compensation in the amount of 3,000 NIS was to be awarded per passenger which equates to about $800 per passenger. In filing my complaint with US Airways, we were told we would get Travel Vouchers in that same amount not the monetary compensation that was stated in the letter they had given us. We want money as promised, not the vouchers that an Executive Committee decided they would award, since we are not likely going to travel within the next year, nor are we very likely to travel US Airways again based on this.

I haven't discussed how rude the flight crew was toward passengers. They did not depart the plane with us when we did.

My heartbroken son, who wanted to see mama tonight, and critical job meeting in the morning did not matter to the US Airways staff who were rude and unhelpful throughout the experience. I ended up having to spend the night in a third city and missing both work and seeing my child until noon. I am experiencing a hives outbreak from the anxiety and stress of this trip. I recommend that everyone avoid this airline. They are heartless and don't care how they treat paying customers. Seeing my child and a critical work meeting this morning; the monetary compensation provided, while twice what they offered.

I called 48 hours prior. I was asked what its size was, and I said 7 ounces. I was asked if I had a proper carrier, and was told I could not have aisle seats. I offered to fax paperwork from my psychiatrist, and they said that it was not needed, but to bring it. At check-in, it took a representative 11/2 hours to say no because she wasn't properly documented. Thus, I became so upset that I was ready for the psychiatric ward, but my sister-in-law made me board, leaving my bird 1200 miles away. I have recently moved from Indiana to Florida and was establishing all new doctors. I had a new psychiatrist and therapist, but didn't have the documents from Florida because I have just moved. Nothing I said helped. The people became rude, and I was so upset and confused; it was really horrible, but I did fly.

The 1st layover was from Indianapolis to Chicago, and I bawled the whole way. The airline did get my bag so I could take extra medicine; but I was so blurry-eyed that I couldn't find the right bottle, so I took a muscle relaxer - anything, just to get myself under control and slow my anxiety and crying. It has been 4 days and Annie is still in Indiana. I had an appointment right after the flight here in Florida which was why I was forced by my family to leave my bird, Annie, with them.

My doctor said that this was against the American Disabilities Act, and to make formal complaints to all. I am considering an attorney. I have not been in a psychiatric ward for 3 years and American Airlines almost pushed me back. All was so unexpected and I will not stop. I have no clue how to get Annie back to me. My income is approximately $600 a month in total. I never want anyone to suffer as I have and may God bless the young woman sitting next to me who was trying to calm me, and stayed with me at the Chicago Airport until boarding time. I don't believe I would have made it without a breakdown if it wasn't for her; a total stranger supporting me my turmoil, anxiety and almost hysterical crying.

I shall never fly with this airline and I intend for Annie to be with me A.S.A.P. I look at her cage with the perch empty and still feel everything. It is horrible to have an emotional and mental disability, and then be treated as if I had a disease. I pray no one else suffers, as I am still suffering today.

At 7:00 pm I received another call from my company to fly to Chicago. They buy the ticket. I contacted AA to find out where is my luggage. I get to speak to 5 different people and they hung up after 45 minutes on the phone. I was not rude at all. I attempted again and the second time I did get some results. I was told that they did not know where my bags are, so I had to call my company again and tell them that I was not going to make that flight because I don’t have my bags and tools. This was the second income I missed. And all I hear from you people is, “We are very sorry.” Sorry is not going to feed my family. What is wrong with you people? I have had some bad situations with your airline, but those are understandable. There is, however, no excuse for this **.

Flight 800 took off the first time and within an hour, we were told by the pilot that one of the engines had overheated and that we needed to turn around. The plane continued to fly for over an hour before we landed. Once we landed, the tarmac had ambulances and fire trucks waiting, which that in itself brought up concerns for my safety. We were told by a higher up source at US Airways that there had been a strong suggestion, because of concerns had been raised for our well-being, to put up the passengers in a hotel for the night were dismissed. We sat in the terminal for about seven hours and we're offered nothing more than a $10 food voucher that could not be used, for 5 hours, because the operating hours of the airport had not started therefore, nothing was open. There was a failed attempt to compensate that with chips and soda.

Flight 800 took off a second time after a long wait of seven hours. Within about 45 minutes, the pilot made announcement that the same issue was happening with the engine and we needed to return to Charlotte. He did, as the last time, mention that we would circle for about an hour or so to burn some fuel before we landed. We circled for over five hours in a plane with an overheated engine. When we landed, officials were awaiting with an attempt at offering some sort of apology. Logic finally set in and we were offered an option to be put up in a hotel. At the hotel, we were told that any food we consumed would be charged. It had not been arranged by the airline to compensate individuals who had not eaten for over seventeen hours prior to going to the hotel.

We called the number provided with the apology letter to book a new flight. We were put on flight 71 with Delta Airlines. The US Airways rep told us that the flight would embark at 10 o'clock in the evening, only to find out, when it was too late, that the rep left out the information that it was indeed leaving at 10 o'clock in the evening, not from Charlotte but Atlanta, which meant we had missed the connecting flight from Charlotte to Atlanta because of misinformation. That brought about a whole set of other issues because our nerves were shot and we feared getting in another US Airlines flight, which seemed to be our only option.

Hoping that our return flight 801 from Rio to Charlotte would be less chaotic, we again encountered a whole new set of issues. We had booked our flight months in advance and chose our seats when we booked but on our return flight, my travel companions and I were split in completely different seats and told by Amanda ** in Rio, who may I add was extremely unhelpful, that nothing could be done to rectify the situation. A few hours into the flight, the bathroom flooded and my friend's purse sitting on the floor in front of her was soaked with urine. They offered a voucher to be used with them as compensation and we politely declined it and are seeking monetary compensation and filing complaints with all the appropriate agencies. If someone out there was on the same flight, please contact me at **.

Extremely frustrating! I get to Reagan where the airport is freezing and my sweater is in my carry-on on its way to Charleston! I finally get home and get my bag from baggage claim and it is beat to death! I've had this bag for only a year and it has flown with me as a carry-on only. Now, it has black scuff/burn marks on the fabric, deep scratches on the corners and pit/indents on the wheels. I will think twice before booking with US Air again.

We were trapped at a location without even a TV to watch, a paid Wi-Fi internet provider and I couldn't even grab a sandwich or food to take with medications. The attendants were disrespectful. I felt trapped and concerned for my health and the safety of others. I felt I had a contract with their company and they didn’t keep up their end. I am truly disappointed in such poor service not just for myself but for the others that paid for a service that was not provided. No one seemed to care the inconvenience they had put in motion. This is the second flight with the airlines this has happened. Many passengers told horrific stories of their days.

You can understand my surprise, then, when I was detained and refused to let board during my transfer at Dallas-Forth Worth (DFW). What should have been a simple explanation of service animal when asked by your gate agent to place my dog in a carrier turned into a stressful, time-consuming ordeal where I was berated by American Airlines employees who were clearly unfamiliar with the laws and regulations surrounding airline travel with a service animal. I was told that my letter, dated November 2011, was not current. I was told that my service dog did not have a tag and therefore was not legitimate. I was told that my service dog was not wearing a vest and therefore was not appropriately identified. I was told that since my service animal was not noted in the flight manifest, which is clearly the fault of an American Airlines employee and not my own, that I would not be allowed to fly, despite having just stepped off another American Airlines flight from SAN. And I was told that my doctor would personally have to call the airline three days prior to my travel or I would not be allowed on the plane. Your representative even went so far as to say that I would not be allowed to take my return flight on Delta Airlines if I did not comply.

None of those requirements are stated anywhere in the A.C.A.A. or even, for that matter, in the section of the Americans with Disabilities Act concerning service animals, nor did I encounter the slightest bit of difficulty with Delta. This all began with the gate agent, who said she had to call an official during an early boarding call for Flight 1260, and continued long after all of the other passengers, including my girlfriend, had boarded. By the time I was finally allowed to board, I was nearly in tears. My service dog was visibly upset over my condition, and my girlfriend, having been unable to get answers from the flight stewards, was extremely anxious and ready to get off the plane for fear of leaving me. It was a nerve-wracking and wholly unnecessary and unacceptable situation for all of us.

American Airlines has completely lost my confidence. I should not have to worry about being harassed over a properly documented and legally allowable service dog that is necessary for my health and safety. Very clear and concise regulations have surrounded airline travel with a service animal for many years now, so there is no excuse for your employee's unfamiliarity with them or the treatment I received. It is my sincere hope that other disabled passengers have not had similar experiences when flying American Airlines. Please make sure your employees are first and foremost educated, do their jobs thoroughly and correctly, and handle situations with professionalism and courtesy in the future.

I received a letter in response, which I find absolutely infuriating that American Airlines' response is less of an apology than a continued accusation of wrongdoing on my part. I am extremely well versed in the A.D.A. and the A.C.A.A., as it is reasonable to assume from both my letter and the fact that I travel frequently with my service dog, so the implied allegation that my documentation was not provided in advance of the fight and in accordance with airline policies is asinine, insulting, and simply incorrect. Obviously, their employees at LAX did not follow procedure. It therefore is not too much of a stretch to think that perhaps the Special Assistance Coordinator with whom I spoke made a mistake, as well. American Airlines' apology, if you can even call it that, is not accepted. They cannot even properly acknowledge the difference between an emotional support animal and a psychiatric service dog. I certainly will not be traveling with them again.

My wife was cold and I asked for a blanket, but the flight crew told us you don't have any. Oh, but there was room to store the duty free liquor. I intend to blog and let others know just how disgusting a company US Air really is by telling our story. My brother-in-law told me afterward, "Oh sure, we know! US Air, we don't care!" They should be prevented from and ashamed to incorporate the letters US in US Air.

The best they offered were two middle seats in exchange for two first class seats. They then said they had every right to make a schedule change and that there was not enough connection time even though I told them I checked into this and could book a flight through Baltimore with the exact same amount of time, that United had told me connection time for international flights was 90 minutes and that the rule to giving away seats was that if you were not at the gate 30 minutes before a flight left, then your seat could be given away. We were there one hour before the flight took off. I sent a 3-page letter to the VP of customer relations and got a 3-paragraph letter back from a customer relations rep stating there was not enough connection time when I know this is a false statement.

It's like they don't even take the time to read anything a customer says to them or research any problem. They just pick a form letter for a complaint. It's very frustrating the way they treat a customer. Having been in customer service for years, it aggravates me to see this in a company that should be much more customer-oriented. I can only hope that American doesn't merge with them as I almost have a million miles with American and their customer service has been excellent.

She was just rude and unhelpful so I told her I wanted another agent to speak to me as I am customer and she told me to hang up and call back. When I did, she did not put my original ticket info so my flight info showing just Dallas to Japan. When I called back to find out what exactly I can do, this agent was much rude as her and talked to me very hostile. I even told her why she is talking to me like that. Her response was she was just trying to help. Needless to say, American Airlines agents are rude and I will not be flying with American Airlines ever in my life again!

When we arrived in Miami, the AA rep said that she did not see any notes about hotel and meals expenses being paid by AA. She told us we had two alternatives since the Sunday flight to Medellin was already overbooked, and also Monday flight was overbooked. We could be put on the waiting list for Tuesday flight or we could take AA flight to Caracas, Venezuela and from there, take a connection flight to Medellin. She did not mention the time of the flight to Medellin, so we were forced to take the 8:30PM flight to Caracas. I was going to use the first class seat. The AA rep had assigned the economy seats next to the exit door, my granddaughter could not sit there.

The flight was about to leave. They were going to close the airplane door and we were under extreme pressure and stress. My granddaughter was crying inconsolably - it was so stressful. We had to exchange our first class seat with an economy class seat, they relocated us at the second to the last row. We arrived at midnight. The AA rep at Caracas said there were no notes approving expenses. We didn't have a visa to enter Venezuela. My granddaughter was thirsty, there are no potable water fountains at the airport. We could not buy a bottle of water because we did not have any local currency and they don't accept US dollars. The bank kiosk to exchange money was closed. We had to sleep on very uncomfortable airport chairs. We were stressed out and had neck and back pain for days.

When I boarded with my one piece of carry-on (because I checked in my other piece of luggage even though it met the size requirements for a carry-on), it appeared I was the only person who had. As I boarded in the first group of Zone 2 customers, much to my dismay, all the overhead compartments in my area were full! How could this be? So, I got stuck pushing my carry-on under my seat, where I then ended up having to place my feet on because there was no other room left. Let’s add insult to injury when it was announced that they would check bags for free! What?! Are you kidding me? I just paid! My lower back was killing me (and still is) by the time I was ready to exit the plane and had to wait for the couple across from me to carry off their multiple bags that they took from the overheads.

Now, one would think after this experience, I would say screw it and not check my bag on the return flight; but sadly, I am in the hospitality industry and my mother taught me better than that. When I went to check in at DCA (and I got to check myself in and then hauled my bag to the TSA to put on the belt and thought why on earth am I paying these fees since apparently I just did more than half the work), I asked the blank-faced counter agent a question who just shrugged at me. (Ok nothing is going to be resolved here.) I get on the plane and take my excessively charged window seat only to be asked if I would mind moving so a couple could sit together. So, do I come off as a witch and say no because honestly I did pay extra for the exact seat? Or, am I a nice person and move? Again, my mother raised me as a courteous individual so I moved.

Dosing off since I had a long day and woke after the beverage service when the flight attendant walked by, I asked her if it was possible to get a ginger ale. The reply: “phhh, I’m doing something so maybe in a minute.” I just wanted to scream. When US Airways replied to me, I was told fees were nonrefundable and that choice seat is a preference. No, what choice seat is a deceptive marketing technique employed by the airline to defraud their customers? I selected a choice seat because I was told there were only middle seats left for one leg and that I would have to get my seat at the airport for the other. The email I received said they looked forward to providing a more pleasurable flight experience next time. Why would I give them another chance?

I received a generic email about how US Airways was going to do nothing, so I replied: "I was told that my letter would mean nothing to you and that I will get no satisfaction from appealing to you; sadly, those individuals were correct. I appreciate your response and while fees may be noted as nonrefundable, we both know that there are exceptions to all policies. I got stuck with choice seating because the reservation came up as only middle seat available on one leg and at airport for the other. Apparently, the only seat is a misrepresentation by US Airways to defraud their customers. Since you have been unable to honor my simple requests, I will simply blog about my experience and make comments on the various public sites. Thank you for your time."

The above got me a phone call, in which they explained to me they understand nickel-and-diming people can be frustrating, but there’s nothing they will do. I was told that being compensated for doing the right thing just wouldn’t happen. The gentleman on the phone agreed with me that I was wasting my time, which is apparently just US Airways’ ongoing customer service standard.

In addition to this dishonest and criminal like policy, they also then charged me $44 to make seat assignments after the fact and after having already paid for seat assignments in my first ticket. I don't understand how this airline is in existence and not make huge windfall profits on this criminal behavior. These guys are the worst. I will avoid them at all costs. Buyer be warned! US Airways sucks rocks.

When employees arrived, they checked several waiting customers’ flight schedules and most of us were told that we were at the wrong terminal. My family took a taxi and we were at our respective terminals half an hour before departure time. We were told that we could not board because it was closed. We stated that we needed to make this flight to catch our connector flights back to the United States. The representative for TAP Portugal airline emphatically told us it was closed. We were told to go back to Terminal 5 and speak to a US Airways representative. The representative came in about 8:00 am and we informed him of our situation. At that time, he told us all he could do was put us on standby until at least Tuesday and could not give us any definitive answer when we could leave for the United States since they overbook every flight. We were hoping that he could give us a connecting flight somewhere else in Europe that would get us to the United States but all he said was to go back to our hotel and wait.

Through our own efforts, on our first try, we eventually booked a flight on a sister airline of US Airways, United Airlines, which cost us over $8,000 for four people to return to the United States landing at Newark, New Jersey airport. If this representative of US Airways could have been the least bit helpful in Rome to get us on a flight to come back to the United States, there would have been no problem. But all he said was to go to a hotel and wait (we could still be there). We sent an email to US Airways after our return since they do not have a customer service number to talk directly to a human being and they sent a ridiculous generic email back stating that they were glad that they could be of help to us and hopefully we would fly their airlines in the future. If there were signs posted on the doors, etc., at Terminal 5 stating that it was for direct flights only to the United States, or a representative there who could give us some type of information (which would be customary at an international airport, so we could make our flight since we were there in plenty of time for our flight departure), our predicament would not have happened.

I had no way of getting food or drink until they give me a $12 voucher to buy things in the airport. I was at the airport for almost 12 hours in this very unfortunate situation. American Airlines did not do what was right for the customers by keeping silent. Late in the evening, they called me to the counter to inform me my flight was being rescheduled for Sunday! Not the next day, but Sunday? I let the lady know I did not have cab fare or any way to get food. She told me with an awful attitude that it wasn’t her problem. I really hate that I was forced to go through this. I always fly AA and I feel bad about my experience. I am now stuck here with no money and no way home until Sunday. I need to be compensated for my loss of time and poor treatment. If someone can please help me with my complaint or direct me to the person that can help me, I would appreciate it.

This was the first mistake. I should have been issued an itinerary and new tickets. I didn’t change this flight. On July 11th, 2012, I left Lebanon New Hampshire Airport on Cape Air for Boston. I arrived in Boston at 11am and left terminal C for terminal B where the American flight was gated. I got to the ticketing counter and though I was in line and there were 4 agents chatting, I was served for 10 minutes. When I was asked to step forward and turn over my tickets, I was told I was too late for the Dallas 1211 flight. As a matter of fact the agent said I wasn’t even scheduled for the Dallas flight or the Chicago flight. The agent called someone to see if I could get on the Dallas flight and they said no. The agent then told me I could fly standby to Dallas on the next and that I had a good chance of getting on that flight, but the Dallas to San Antonio flights were full and I may not get out of Dallas.

I told her I was going to a meeting at 7 that evening in San Antonio and couldn’t miss it. She could do nothing. I was trapped so I took her offer. I was able to get through security and watch the original Dallas and Chicago flights fill up but couldn’t get on either. I was able to get standby for the second Dallas flight and arrived in Dallas. I was then bounced to 3 different San Antonio flights between terminals A and C. I was able to get the last seat out on standby to San Antonio but missed the first meeting I was going there to attend. I arrived at San Antonio at 9:30pm. I don’t understand why my tickets were changed when I was able to watch the original Chicago flight load and leave. I don’t understand why my flights were changed with no record on hand so I couldn’t be ticketed.

I don’t understand why the gate agents kept telling me my name was on standby when my name wasn’t appearing on the screen. I don’t understand why when I asked a question I was treated like crap and that was by all agents and gate agents of American Airlines. Since I didn’t do anything wrong in this, I don’t understand why asking where I am on the standby list is a sin. I don’t even know why asking what happened is a sin, but apparently at American Airlines it is. I had perfectly good tickets and there were no acts of God that interfered with the trip yet I didn’t make it to my destination. I followed my itinerary in a timely fashion yet was still harassed and badgered by the American Airlines employees and bumped from my flights.

Shocked, I argued that there wasn't a problem last year but the supervisor simply said that my only options were getting a refund for my ticket, buying a hard-sided carrier and using Delta or find a boarder and reschedule my flight with them. I had no choice but to board my dog and take a later flight. I've sent e-mails to customer relations and get the same response, "Sorry about the situation. We'll forward your complaint to the Executive Committee." There is no one else to discuss this matter with. It's just amazing that the service was so different in the span of 10 months and the cold-hearted approach to dissatisfied customers is so prevalent. From reading other complaints on this website, it seems like US Airways just doesn't care about their reputation or service.

When I explained what happened the counter person, Heidi, took the time to book me on the same flight only for June instead of July at no extra charge. In a time where most companies look at the bottom line, they forget that the most positive affect on the bottom line is customer service. I used to fly extensively and AA was my airline of choice; however, with the economy the way it is, I look for the least expensive way to fly. I must tell you, though, thanks to Hiedi and her compassion, from now on I am willing to pay more to fly AA. Thanks, Hiedi, for your efforts and compassion. Because of you AA has regained an old customer. Furthermore, I will tell as many people that I know who fly to use AA and why. Great job, Heidi! Customer service is what truly affects the bottom line, not cutting corners. Thank you.

One of these two gentlemen ended up sitting directly behind me and began projectile vomiting before even taking off. He was then allowed to lay his head on the tray table attached to the back of my seat during takeoff, throughout the flight, and during landing, which is against policy. Not once did any of the flight attendants check on him or ask any questions of him. He continued vomiting and spitting up throughout the three-hour flight. This man must have bumped my seat and held onto the back of my chair at least 100 times throughout the flight, and then he and his friends tried picking a fight once off the plane because I kindly asked him to quit knocking the back of my chair. Again, the flight attendants and gate agents simply turned the other cheek and did nothing. Shame should go not only to the flight attendants of flight 1532 who ignored the situation and let these people on the plane, but also to the gate agents and even the security personnel at bag check for allowing these two bumbling idiots into the waiting area and onto the plane.

So, what exactly is American’s policy about allowing highly intoxicated passengers onto a plane? In the short 12 hours since telling a handful of others about this horrible experience, they have shared stories or experiences of others they have heard that have departed flights from Las Vegas. One was just last week when a flight had to be diverted, stranding over 150 passengers for the night because an intoxicated lady vomited to the point of having a seizure on the plane. I am sure American Airlines is not the only company that has to deal with intoxicated individuals leaving Las Vegas, but it is obviously a serious problem that isn’t being addressed and something that your company and all of its staff and employees should take more seriously.

I know that I am to receive 100,000 American miles if this letter is published, but I should receive much more than that and the cost of my very expensive flight back for having to deal with kind of nonsense, much less the carelessness of all of the American staff who turned their heads the other way. Whether this gets published or not, I would like to know the policies in place for intoxicated passengers and what actions will be taken against the gate agents at D-10 in Vegas and the flight attendants on this flight 1532 from LAS to DFW. Thanks for your time.

US Airways and Delta were right next to one another. I went with her to the ticket agent, Adam, and I asked what was wrong. He loudly said it was too late, and I said that the plane was still there and wasn't leaving yet and that she had no bags to check in. I also asked why she couldn't just go to the gate and try to board. Adam flatly said no and that it was too late. By this time, it was 2:05, ten minutes had passed and her flight was to leave at 2:25. This Adam did not give any other information, no other options, or any other way to help us; he just rudely said she was to take a later flight, then arrive at N.C, and have to spend the night at the airport there and take a flight from there some time after 6am to Las Vegas, her home. I told him I would not let that happen; I would not let my daughter stay in an airport by herself overnight, when her plane was still there.

I asked if there was something else that could be done. Adam flatly said no. By this time, my daughter was in tears, as so was I; and she could barely talk and three other US Airways employees were standing there wanting to help but never said nothing. I took my daughter to go sit down, wondering what I could do, I was in no way going to take my flight home and leave her like this. By this time, a couple of Delta employees had seen what had conspired and came to give assistance and told us that usually US Airways will let Delta help with a flight by giving credit from the ticket bought and paid for and that if US Airways said yes, they would make sure my daughter had a flight home and not have to stay in NC alone overnight.

They also said that US Airways would possibly charge a small amount, but that it could happen. So I went back to Adam and told him what Delta had said, and again he flatly said no. I asked him that if Delta has done this before and that if the supervisor said it was okay and we paid a small charge it could be done. Adam said yes if the supervisor said yes. So I then asked to if I may speak to the supervisor, and Adam said, "I am the supervisor and I say no." I couldn't believe my ears. What had we done, we never yelled, we were courteous, now we were in tears, shocked and being treated so cruel. I walked away in tears and told the shocked Delta ticketing agent they refused.

I went back to sit down and finally had to call my father to please buy another ticket for my daughter to get home. When I bought the ticket at $664 from Delta which they deducted $400 because of this emergency situation. I returned to the ticket agent supervisor Adam and told him without tears and calmly that I didn't know how he became supervisor and that he was the most unhelpful, uncourteous, rudest person with no feelings I had ever met. I told him no one would let their child, no matter what age, be stranded at an airport overnight and leave.

My daughter had her dream come true by going to Graceland and then had a horrible experience trying to get home. I have never been so embarrassed, and treated so horribly ever from a ticketing agent. I am grateful for Delta who stood by and watched our bad treatment then helped us. As I was leaving Adam. His response was "Have a nice night." I am going to keep writing to US Airways about what happened, no matter how long it takes to have Adam reprimanded for what he did.

Unless I am mistaken, an announcement is usually made to encourage passengers to utilize the space under their seats first before using the overhead. I and my two nieces had a very short connection, so when we arrived at the gate (Gate B8, Charlotte Douglas Airport) from another flight, people were already boarding. I had a bulkhead seat and began searching for somewhere to put my handbag and laptop case.

I spotted a potential space in first class for my laptop, but when I reached the bin, there were two backpacks and a laptop bag. The passengers who owned the backpacks had nothing under the seat in front of them. The flight attendant did not assist me or ask the passengers if they could place their bags under the seat. Instead, she told me to sit down and that after everyone boarded, she would help me. The ticket agent boarded the plane and told me that I had to check the bag. I told her it was a laptop and that I could not check it. Her response was "Then you'll have to get off the plane." My response back (because now I am angry) was that I would get off the plane! I removed the laptop from the bag, put it in the overhead, and then handed her the bag.

She very curtly asked if someone in first class would put my bag under their seat (It's a security risk! Are we not supposed to let anyone else have possession of our bags? Right now, someone in first class has my laptop bag under their seat behind a closed curtain. Is US Airways really willing to be liable should something be put into my bag?) She then came back to me and scolded me, stating that if I had asked nicely for someone to put my bag under their seat, they might have been more willing.

My initial thought was to come back at her to remind her that if she were doing her job, there would have been plenty of space in the overhead, and her suggestion that I get off the plane rather than try to assist me by offering the other passengers a reminder was rude and irresponsible. Doesn't she know who pays her salary? It isn't the pilot or the other flight attendants; that is for sure. My annoyance was not at the passengers in first class but at the flight staff for not managing the boarding more efficiently.

I don't know what kind of training the flight attendants received at US Airways, but on my last few flights but this particular flight attendant needed to first know how to manage the boarding process and second, how to assist customers in a friendly, efficient manner and to know their boundaries when it comes to confronting customers. I should have disembarked the plane and demanded a refund.

This incident is an anomaly. Usually, I find US Airways flight attendants and staff to be highly professional, courteous, and helpful. I guess there is a bad apple in every bushel.

Then, we were locked out of the secure area because security had gone home at 2 and we couldn't get back in until 4:30. Many people were stranded with no place to go. All in all, I didn't sleep for about 38 hours. I never got to Des Moines because all flights were full for the next day and I was 42 on standby. I tried to catch two of the flights. At this point, the deadline that I needed to be to Des Moines for had passed. No reason to go there, so I went back home. Again, on standby, but was able to get on the second flight back to New Orleans.

Bottom line, when you strand over 3,000 people at an airport and you don't reschedule flights for all stranded and expect to filter them out through standby is a bunch of **. I will never fly American again. The customer service is terrible and rude. To top it off, I was told by an American agent that I probably would not receive any type of refund because it was an act of God, even though they never got me to my destination.

When we insisted that was what we were promised, the man named Courtney **, got very belligerent and threatened to call security on us! Not acceptable to be lied to and then treated like it was our fault somehow! Eventually we were rebooked on a flight all the way to San Francisco and then a united flight to Reno which wouldn't arrive until midnight. No help from anyone in getting from AA to the United gates once we arrived. We had to literally run to another terminal and have then hold the United flight until we got there which they willingly did (UA that is, thank you, folks). I am incredibly upset to American over the way we were lied to and treated by the personnel. They have lost us as future customers forever.

The guy checking me in, Oliver, at the JFK airport asked where we were traveling to. I then said LA. After looking for a few minutes, he said, "I don't see you anywhere. Do you have any layovers?" I said, "Oh, yes sir. I'm sorry." He then said, as snotty as he can be, "When you are asked where you are going, you tell where you are going. You are going to San Francisco, not to LA." I said, "I'm sorry. I wasn't thinking about the layover. I was just thinking about my destination. You didn't ask where I was going and if I had a layover. You just asked where I was headed for, so I was telling you that." He then got extremely rude and said, "No, you are headed to wherever it is your layover is." At that point, I told him, "I'm sorry I haven't traveled in years and I was just thinking of my actual destination." He then mumbled something and I told him, "I'm done with you and your attitude!" I will never fly American Airlines again. I went to New York and the only ones that were rude to me was the Airline. Remember customer service person, if you don't like dealing with people, quit your job!

My wife and I missed our son's college graduation at 2 pm and his graduation dinner at 6:30 pm. We arrived in PHL at 6 pm and not to the graduation celebration until it were all over at 8 pm. Due to US Airways personal negligence of not fixing the plane the night before, this was not just an unavoidable mechanical failure. The night crew damaged the plan and then did nothing to start repairs on it. US Airways offered a whopping $125 credit on future flight. They stated the plane was owned by Republic Airways and the crew worked for Republic Airways and they had no authority to offer more. Furthermore, they could not elevate the complaint or give me any contact or address info for Republic Airways. Since US Airways is just a ticket agency, dispute with our credit card company has been filed for full refund.

I asked for a manager and transferred to a supervisor who basically said too bad. I sent an email along with a printout of the website and was called by an employee who said she was going to assist with resolving the situation, which was nonsense because she basically said that I was reading the policy wrong and that she understood how I might have misinterpreted things but that US Airways had no intention of making good on the written policy. I then received an email stating that US Airways considers the matter closed and they look forward to serving me again. Seriously! I believe there is potential for a class action suit here. The written policy is clearly not indicative of the real policy and is extremely misleading. They have my money and have agreed to issue a credit. I am willing to pay their charge fee but they are refusing to allow me the use of the credit they agreed to.

The second time I used them was just recently to go see my son in Honolulu. I flew United all the way up and what a great experience. Friendly staff, helpful and considerate beings. I was spending my money to use their services. On the way back it was American Airlines. They booked my flights so close together that I nearly missed them trying to get across the airport. I didn't realize that I had to go back through security etc. When I explained to TSA that I was missing my flight and if they could they help me get there quicker, they were rude and said the only way they would do that was if I was the president of the United States. I ended up getting cut by my bags running across the airport each time. I got blisters on my feet, hurt my neck from running across the airport with bags. The security guys harassed me on the way in. As I was getting my stuff checked through, a guy came up to me, made me show my ID again, etc. Instead of helping, seeing that I was panicking, they were rude and unaccommodating and tried to make it worse for me. I had a sweatshirt on and was told that I would have to be manually searched since I did not take it off. I had nothing under it so wasn't about to take it off, but they were rude about that.

They did everything in their power to hold me up and then proceeded to check my luggage for no reason. What if I had been elderly or had some other disabling condition. Oh boy, it was a nightmare. I guess what bothered me the most was the rudeness and lack of help offered by the staff, so I would not miss my flights. I was basically told that they would help if I was the president of the United States. That was my second experience with them. Each experience has been bad. That is my last experience with them, never again. I will go United. They are very good and helpful, and most of all friendly.

As an argument ensued, I took out my own pen and paper to write down the names of all US Airways staff present. An agent reached across the counter and physically attempted to prevent me from writing. She literally put her hand on mine and tried to take the pen. This is inappropriate and inexcusable. Never in my life has an airline agent, or anyone in a customer service context, physically put a hand on me in this manner. I could not believe what had happened. I have since reported the incident to US Airways. A representative named Cheryl called me the same day, but her response was meaningless. She just said that they were sorry, they'll handle it internally, etc., etc. She denied my request to speak to anyone else. I travel a lot for business and will never use US Airways again.

So my husband called that following Monday, and the lady was super rude! My husband told her we never received a letter or phone call telling us they were shutting the card off. He proceeded to tell this lady that the card was declined during a family day with no notice, and her exact words were "That's not my problem"! I have lost the miles we accumulated, and I paid that stupid annual fee! What are my rights? This can't be legal, considering we paid this card on time every month! It just doesn't make any sense. I'll bet they know my phone number if I miss a payment!

As soon as I arrived in Houston, I started the process of getting my money back. For 4 months, I dealt with the complaint department of US Airways. Each email/phone call from them felt like swimming in jello. First, they would ask for this and then for that. When they finally had nothing left to ask for, they told me I needed to deal with their refund department. 4 months wasted. So, I wrote to the refund department, enclosing all documents and case number. 2 weeks later, I received an email stating the ticket had been used, so no refund would be given. The ticket has not been used. Why would I purchase a second ticket? I don't know what to do next. I have all documents and email exchanges, but I don't have a clue what to do next. The refund would only be for $450, but that's a lot of money to me.

I don't mind paying an additional $285 in fees when the service is delivered to me, but in my case, I paid to miss my appointment and I did everything in my power, including running around to different airports to make that happen. US Airways was contacted on April 4th, the day I landed in Paris, about the problem and they never contacted me back except for an automated reply that said they would get to my complaint in 2-3 business days. After I returned from France, I contacted them again on April 16. I received another automated reply and no contact. I have contacted them a third time and I'm still waiting for any kind of contact. Terrible service and business practices.

The alcohol began to flow as soon as drinks were served by the flight attendants, and it didn't stop until they were forced to close their tray tables for landing in Philadelphia. Glancing over at the "party" supplied and fueled by the flight attendants, I saw there were at least 10 drink cups across the 4 middle seats. And the area reeked of alcohol. These guys were so loud; other passengers would constantly look back at them, or adjust the volume up on whatever device they were watching or listening to. I had to do the same. Only once did I see a male flight attendant ask them to settle down, but this was short lived.

Having a nice time while flying is fine, as long as it does not infringe on or thoroughly disturb other passengers. I've never experienced anything like that before on any flight. I was just amazed that the behavior was allowed to continue, and flight attendants continued to supply what these guys needed to continue drinking.

I'm not a casual flyer. I have flown many international flights with US Airways without incident, but today, I was appalled. On the way out of the plane at Philadelphia, I looked directly at the flight attendant wishing passengers farewell upon their departure; and I said, "You should be embarrassed for allowing that behavior to continue in the back of the plane." She simply smiled and said, "Bye, have a nice day." or some remark to that effect and turned away from me to look at another passenger. This single action completely confirmed to me that this intolerable behavior on a flight is condoned by US Airways flight attendants, presumably because money was being made and it's not always pleasant asking rowdy passengers to calm down.

Beware, international travelers. 7 hours can be a long time sitting next to rude, drunk, and raucous passengers while flight attendants look the other way.

When my brother arrived at the airport on time for his flight, he was denied the seat that I paid for because he did not have the $25 baggage fee. I completely agree (to a point) with what the telephone representative stated: that there needs to be some personal responsibility for that fee. However, what the representative did not have was a smart the-company-not-the-customer-is-always-right answer for the following question. I explained to him that I did understand his statement, but I wanted to understand at what point, since flights can range from $150 to over $1000 a seat, the airline was willing to accept that sometimes things happen and say it was ok for someone to want to be able to change their clothes on a trip without paying extra. Is that only reserved for those who pay over $1000 a ticket, or do even filthy rich people have to pay for their baggage?

I do not claim that the baggage fee was not stated. I am aware that my brother should have had the fee since he was aware of it. As far as I have been told right now, there was some type of hold on his account because of being away from home and he wasn't able to pay the fee. My point is when does customer service actually come into play? When you can afford to buy out the whole plane? I am still waiting at this moment to find out exactly where my brother is and am very concerned for his safety. I paid for a ticket on the plane and got somewhat of a deal even if you think a couple hundred versus a thousand is a deal. But for a measly $25, the company American Airlines was willing to strand my brother across the country from his home. That is ludicrous and disgusting. I will never ever do business with them again. I also plan on making this complaint on every single online board, writing a letter, and possibly contacting a lawyer if something happens to my brother because of their greed.

One flight attendant told him to "just stay calm" when he started crying. How do you feel ok treating a child like that? My son told me that none of the flight attendant tried to make him comfortable being alone in a 7.5- hr flight for the first time. He said that some passengers were nice and made him feel safe and that everything would be ok. I was told on other airlines' UM Programs, the kids get bumped up to first class because it's easier to take care of them.

They missed on at least 3 points that the list posted in the literature for the UM Program. The rep the airline had call me back put me on hold to review his docs that the airline gives out. My son told me that a stranger asked him if he need to use the restroom. He declined because he knew it was a stranger. I'm sure that the passenger was only being nice. Now my son is terrified to fly back alone. My family spends thousand of dollars a year on flights to France. I asked the rep if you could offer a discount or gratis a flight to pick him up, and he said, "No, we met our obligation."

During the online purchase, it was stated that the promotion would be calculated at the end of the transaction. However, upon completion of the transaction, I was charged the actual charge. I immediately called the US Airways MasterCard and was told that I needed to contact point.com, because they are the company that is responsible for the mileage promotion. However, the only way to contact points.com is via email. I then contacted points.com and was sent an email relating that they would contact me within 5 business days.

I was contacted 35 days later and was told that I did not use my US Airways MasterCard, which I did. I notified US Airways MasterCard again regarding the response back. I just received another call from US Airways MasterCard today, and they still don't have a resolution on this matter. This is clearly a fraudulent advertisement that was placed on the website with the goal of having people sign up for this credit card and then they don't deliver as promised. I was also told that annual fee would be $49 and was charged $89. There was another $150 in ticketing fees, which were not disclosed at the time of the purchase of the miles.

This is one of the worst credit cards that I have ever had in terms of customer service. They have not been helpful or understanding with this dispute. I would not recommend this card at all. They also gave me a voucher with initiating the credit card which is a $99 companion certificate that can be used when I purchase a ticket at regular price. Great deal, right! No.

I then was informed that I cannot use the certificate when traveling to or from Hawaii. Well, I live in Hawaii. So how is that accommodating to me, the customer. I have used other credit cards like American Express Delta, and they allow travel as long as I can prove that I am a Hawaiian resident; but not US Airways! Stay away from using this card. It is nothing but trouble, and they don't deliver as promised!

She then asked if she could get a couple things out of her bag prior to it being gate checked. The gate agent, flight attendants and captain all yelled at her—literally—and brought her to tears. When she questioned why all this was happening (she was confused and terrified), they threatened to call the police and literally tossed her off the plane.

I was in the seat directly behind her and was mortified to see what was happening. I videotaped the crew while throwing her off the plane. Then, the crew got mad at me for videotaping (I was making it obvious to make a point) and they threw me off the plane. Then, they refused to rebook me, saying I needed to call customer service. This response to my problem continued throughout the CLT airport by other US Airways leaders. And I am a US Airways Chairman’s Preferred flyer. It was surreal.

That evening I emailed Doug Parker, CEO of US Airways, with my complaint. The next day, I received an email apology from Mr. Kerry Hester (SVP of flight operations) who then had Mr. John Romantic (Managing Director of Service Recovery) make contact with me to apologize and supposedly make things right. Apologize they did, but they are refusing to compensate me and I still have not gotten any explanation as to why this happened. This is the worst experience of my 30-year flying history.

Same seats, same legroom, same cabin, just a few rows up and over so someone didn't have to sit in a middle seat unnecessarily. And yet that's exactly what they did while those rows sat empty. Enhancing revenue is one thing, but this type of policy is unkind. I filed my objection with the US Department of Transportation and recommend anyone with concerns to do the same. There are filing options for poor service, misleading advertising, discrimination, etc. They tally monthly numbers and report them publicly. It's about the only thing I've seen these airlines care about.

They stated the bag would be returned to us via courier due to the fact that we live in PA and could not wait all day for that flight to come in. They also said that we would receive a call to tell us when the bag has arrived. AA only called us to apologize for the inconvenience, but nothing else. We called the 800 number given to us by AA baggage to find out about updates on the bag and still they claim the bag is sitting at AA in JFK since 3:26 p.m. and has not been scanned in. The office will not pick up the phone at AA when the AA-800 Supervisor in NC, Thaddeus **, calls to get assistance as to what to tell us about our luggage. We cannot call JFK ourselves due to the number being restricted.

I would like to know the purpose of us paying for our luggage to be handled if we are not going to receive quality service for it being handled properly? Moreover, the electronic communication on the baggage information is awful as well! What is the purpose of these people holding jobs in the baggage dept. if they are not going to do it right? They are given scanners to scan these bags and they are not doing it! Where are the supervisors of these employees? We should not be paying for luggage incompetence and then continue to pay for it to be returned to us hopefully intact, lost or even stolen items!

First, additional fuel was needed and we had to wait for fueling truck. Then, the fueling truck was not working properly with fueling going at an abnormally slow pace. Then, the fueling truck overfilled one of the tanks on the wing. An additional "de-fueling" truck had to be requested and that truck did not seem to work properly either. They de-fueled one of the wing tanks and it accidently flowed in the "center" tank, which was not supposed to happen. We were allowed to de-plane at one point without any problem. As the problems continued to mount, we were not allowed to de-plane and a particular agent was very arrogant and nasty about the situation.

We were then informed that we would be using a new plane that was in-bound to MIA. That plane never seeded to arrive. When the flight was eventually cancelled around mid-night (originally scheduled departure time was 6:15 pm), we were informed that the Miami area had absolutely no hotel rooms available. I spent an hour or so with my travel agent and we were not able to secure a hotel room. The agent informed us that at that time the Admiral's Club was closed. I later found out in the following morning that AA actually kept the Admiral's Club open. This incorrect information was very frustrating since I would have gladly spent the night there because of the lack of hotel rooms. I would like for someone to contact me so I can share additional details. At the very least, I feel that I should be awarded additional VIP upgrades for future use.

When we called a few days ago to book, we were told it’s from date of booking and we are out of luck. And it was said with just that amount of snarkiness. Now, we take responsibility for not confirming timing, but we cancelled a ticket/seat that US Air resold as it was a full flight. So US Air has been paid twice for that same seat. And we’ve been told too bad, not our problem. Seems like a real racket.

When I booked this flight it, I paid with the understanding that American Airlines was a very reputable airline. I purposely booked it for the shortest layover. With a policy of no refunds, one would assume better service and Customer Service. Now, I find this a misjudgment and I will assuredly never utilize American Airlines. As a Nuclear Contractor, I’ll share this with the thousands whom travel across America to utilize their services. I only pray I the many who have been affected by this gross infraction will not only seek compensation, but retribution.

I've been proudly serving in the Armed Forces for 8 years and my wife as well. We both have had busy schedules being full-time military. Traveling on a vacation was just impossible for us. In September 2011, I got stationed in Louisiana and tried to utilize the credit in November and was told I had missed their cut-off. Since then, I've submitted 3 extension requests, which, I was told by customer relations, could be done. I have not received a status of any of them if they were denied or approved. I'd like to seek legal action on this issue. It's very unfair and unprofessional on their part.

Luckily, my vet was home and faxed the rabies information. Our vacation was almost ruined because either this agent had wrong information or American Airlines website had wrong information. I, as a business class customer, who had done my homework, reading the policies, was almost physically sickened by the idea that our vacation would be ruined.

As we were coming home on Feb 8th, thru American Airlines, we had to go get my son's wheelchair to take it through Customs. We couldn't even turn the chair on, because they had broken it so badly. Three men who worked at American Airlines, looked at us and said "it is not our problem". Thank God for one of the employees of American Airlines, her nick name is Squeaky. She was wonderful. The three men told us we would have to find some way to get the wheelchair, and take it through Customs, because they weren't going to. This wheelchair is my son's legs. It cost over $45,000, and is everything for my son. My husband and brother, along with more family, had to go pick the 350 pound wheelchair up, since the airline broke it. These three men were not pleasant. Squeaky filed a complaint and claim for the broken wheelchair.

Today is February 19th, and my son's chair is still not fixed. I would have to ask you this, if American Airlines broke your child's leg, would you have a problem? Remember this is the only way my son can get around. This trip was to fulfill my son's bucket list, and American Airlines only helped make it hell! This is actually the second time American Airlines has broken one of our wheelchairs.

Sep. 28, 2011, when I return to America after visiting Seoul last September, I brought my mom and my niece to America for playing cicerone to them. My mom and I had got on a plane bound for Chicago with non-stop schedule (KE 037 11:30 AM on Sep. 28) Same day my niece had got on a plane with AA airline (AA5850) via Japan. (13:30 PM on Sep. 28). When My flight started to fly, my niece called me with showing state of panic. AA staff in airport boarding counter told to her that she couldn't board because she didn't buy the return ticket from America. And then that staff didn't allow her to board until my niece show the copy of new ticket return ticket. I bought her round ticket through www.orbitz.com. I remembered her ticket was round ticket. But that staff of boarding counter insisted that her ticket is one way ticket even though my niece had the itinerary included round schedule. That time an air attendant of my flight pushed me to turn off my cell phone. Soon my flight had flown without to know what's going on in my niece in airport. I had been panic state for 15 hour from Incheon to Chicago until I call to check to AA customer whether her ticket is one way or round.

My niece and all of relatives in airport had hard time to buy new ticket and print it within tense time. They thought it is my careless mistake and they complaint to me. My niece is just 18 years old girl who is flying by herself for the first time in her life. My niece is 18 years old girl. Who is flying by herself. After I arrived in Chicago, I knew my niece bought new ticket, she is on the way to Chicago. I already applied to return my niece's new return ticket (KAL) which ask her penalty around $200. I complain it to AA online by email to request an apology and compensation economically mentally.

After many corespondent, AA asked me the evident document and then I sent all of documents (new ticket itinerary, Credit card record paid, penalty record for return new ticket) to American Airline. AA's response is that I don't understand why staff in airport made a mistake, anyway AA have no responsibility about that. But AA can provide $400 voucher (1 year expire, use only more than $1500 ticket purchase) with goodwill. This is just a waste paper because I don't have any travel plan using airfare more than $1500 within 1 year. I was so upset AA's haughty behavior I refused. AA's suggestion with returning the voucher with my letter by mail.

2. Dec. 8, 2011

My family (5 persons) had used AA on Dec. 8, 2011 from Chicago to Miami for Cruise trip, which was the cruise from Miami to Key west and cozumel for 4 night 5 days. When my family was onboard in AA 1100 on Dec, 8, 2011, air attendant asked me that she would take my luggage to send freighter. She brought it and then gave me a warrant receipt which is written MCO in final destination. After we arrived in Miami and knew that my luggae was lost, we feagured out that MCO means Orlando airport. The fact is AA air attendant sent my luggage to Orlando even thought we was onboard in flight toward Miami. In that luggage, there was some underwears, swim suit, baby diaper, slipper, toothbrush, camera charger, cell phone charger, some summer cloths, some cosmetics etc for 5 persons. Except summer T-shirts, we couldn't buy any subtitute in Cruise shop. Imagine how torrible tirp is without above items. Even thought we got some neccessary items in island finally, it was uncomfortable and unconvinient trip. Finally we got my luggage in chicago airport after we had tracked it at Miami airport and Orlando airport with freight staff. But still we couldn't forget the air attendant's unkindness and her unreasonable mistake. I would like to ask to AA it was just simple mistake by illusion, In addition, I would like to ask the compensation for ruin trip and actual economic loss for purchase for substitute.. Since I sent all of evidant documents and letter, I havn't get any responce.

Now I am considering about SUE againt AA. But I would like to get laywer's advice, it would agree that that is a worthy cause.

I called back, asked if I could at least change the seating so my family could at least sit with each other and the agent already did for at least one flight. I asked if I could change all flights' seating so my mother could sit by her sister and dad with my uncle. Both agents were absolutely wonderful to me! I want to apologize, and let someone in the higher ups tell these agents how much I appreciate that they kept their calm and composure with me! You don't get a lot of that these day. They were very professional and very appreciated! The record locator for my mistake is **.

I did not get their names but I'm hoping you will have a record of the changes by my name and record locator. Thank you and please let your agents know how much I really, really appreciated their accommodation and fellowship.

I have since refused to fly US Airways. I have found tickets that are between 25% and 50% more than US Airways' prices and have bought those instead just so they don't get my, my family's, or my business' money.

My daughter and family stayed to monitor my condition and changed flights/days on US Airways. A rep assured my daughter that talking to customer relations and due to emergency situation, help would certainly be had. To no avail, after numerous calls and faxes. All they said was we were not "entitled" to a refund. Dang, who are those people who can't even write a decent worded letter. We just got back and received a second reply which stated that we still do not qualify for a refund. It is only $600; are they that desperate for money?

Mr. ** again stated the dog had to be able to stand up in the carrier. I asked to see this in writing, and he looked and looked for at least 20 minutes, but was not able to locate this regulation. He finally asked a coworker, Michelle, who was finally able to locate it. It took Michelle an hour to find it. I asked for a supervisor, and was told by Mr. **, he was the supervisor, and that I needed to go purchase a larger carrier.

My son was scheduled for a later flight, and off we go to buy a larger carrier. Mr. ** suggested Wal-Mart, but of course you can't take a dog in Wal-Mart, if it's not a service animal. So we went to Petsmart, where all the pet carriers were the same size as the one we had. Finally, we found a pet carrier at Petco, and we did buy one, but even still, the majority of the carriers were the same size as the one we have already.

We went through all of this for a dog crate. Desiel has traveled several times on American Airlines in the last two years in the same carrier, and at the same height and weight as he is now, because he is fully grown. If you check your records, you will find that my son, William and Desiel have flown on American as recently as, 15 December 2011. The following day, a lady gets on your plane with a gun.

I came to Delhi, India on Nov. 13,2011 by invitation of a university and ** family for a wedding. My baggage was delivered 2 days after my arrival and several items were stolen, without any damage to the lock and zips of my bag. List items stolen with estimated price and all documents attached was mailed by certified and I have receipt of delivery with AA customer service agent's signature.

Please help me to get response and compensation.

He was left to sit at counter very upset and told nothing could be done. This was 6 pm and told there were no flights. They didn't care about anyone's situation. We had to stay overnight due to supposed mechanical problems. We were given no food, compensation or apology. Everyone feels flight was canceled because it wasn't full. Never fly US Air again! Everyone at airport said they do not book with US Air if there are any other options. This is common and always treated rudely. I fly often and will not fly with them.

On the way there I was delayed due to a mechanical malfunction. I would rather have them fix the plane than take off with it broken. When I got home, I find that the frame on my luggage is busted and some jarred goods that I had secured and well cushioned in the middle were moved during an inspection and left vulnerable at the bottom outer section of the suitcase. The jar busted and ruined several items. The suitcase looked like it had been run over. No wonder American Airlines is bankrupt, they have no customer service. I will never fly American Airlines again.

When I called, the customer service made you feel like he did not care one bit for this problem. They advised me that they can give me back my monies. I explained that I booked early because I am a single mom traveling with my 10-year-old and wanted to save money. It would cost me $14.00 for a cab from my house to JFK; to LGA, it is $28.00. And for a cab from Neward to Queens, it is $105.00.

The representative at the 800 number did not care. Then I decided to call the corporate office, and the representative was even worse. He did not care and only wanted for this call to end. I was very upset and finally decided that American will never have my business again. The week I picked is spring break, and now, I have to pay a lot more due to American changing their flights out of New York.

I used to consider American a great airline. However, after this incident (and having to spend the night at the seedy hotel where they sent us my opinion has drastically changed.)

I called back on 27 Jan 2012 and inquired as to the status of my flight whether it had been changed to business class. At that time, the reservationist advised the flight was full! So, American Airlines now has $375 of my money for points I will likely never use. Now while my co-workers fly business class, I get stuck in economy packed in like sardines and I'm out $375 dollars. All I got for my effort was an "I'm sorry". Not enough! I'm through with American Airlines and will never fly them again. I will go out of my way to ensure that in the future I will never be victimized by this company again.

My sister lives in Auburn and I will be traveling to see her at least once a year. I know things happen and sometimes cannot be controlled. However, the previous (same flights) I made is as far as Dallas. The fight was delayed and we finally boarded the plane. We went and got in line for takeoff and were told the tower wouldn’t let us take off. We sat there for almost two hours. Then the pilot came on and said we were going back to the gate for refueling. We went to the gate and two minutes later, the flight was canceled. No other flights to Montgomery but they put us on a flight to Birmingham. By this time, my sister was waiting for me in Montgomery and had to drive to Birmingham. I didn’t get in until very late and then had to drive to Auburn.

I need to get to Auburn at least once a year. I have been a frequent flyer, along with my husband James for many years (A2E8012). Two trips and two bad experiences do not make me a happy traveler. My time is also worth something and I was even willing to let the first experience pass but twice?

So finally we ended up paying $350. This is really awful. In summary, our ticket was through American, but first leg of return journey was through Emirates. So if Emirates rule applied completely, we would not pay anything. If AA rules applied completely, we would pay at most $120. But we ended up paying $350 because they applied to different rules conveniently to maximize profit. I contacted American Airlines, and they are not taking any responsibility. As our ticket is through AA I believe they should either pay themselves, or talk to Emirates to refund us $230 ($350-$120). I have no idea about where else can I complain. Thanks for any help that you might provide.

As an international traveler due to fly back to Chennai on 15th May 2012, the e-voucher is not even worth the paper. American Airlines should suggest alternative ways to in cash the voucher. The return ticket from MAA to DFW was issued by Jet Airways and therefore I will be left with no alternative other than to sue Jet Airways on return to India. AA References: 1-397214442 (1.12.2012), 1-399525463 (1.13.2012) and 1-405701635 (1.18.2012). American Airlines did not suggest remedies and hence this complaint.

After 40 minutes of waiting, we were finally ready to take off. We were taxing down the runway, almost in the air and a lady in front of us with a small baby was still not in her seat. She was in the bathroom changing her baby. The airline staff didn't even notice she wasn't in her seat! We were almost airborne when she returned to her seat with her small child. The entire flight was disorganized. When the fasten seat-belt light was on, the flight attendants did nothing to stop people from getting up to use the facilities. Usually when I'm flying, the flight attendants are very strict on the rules, as they should be.

When we were ready to take off, the person in front of me had his seat pushed right back, the flight attendants did nothing about this. So I had to ask him to please raise his seat during take off. Like I said, our first flight with AA was fine, but this flight made me feel uncomfortable and I'm not sure if I'd fly AA again.

We checked in online for our flights on Friday, December 30th at about 4pm. I also purchased a seat upgrade from Dallas to Zihuatanejo. Our itinerary had us departing from Houston at 6am and landing in Dallas at 7:05am, then leaving Dallas at 10am and landing in Zihuatanejo at 12:55pm.

At 3:15am on December 31st, I received a call from American Airlines automated system informing me that our flight departing Houston was going to be delayed and would not leave Houston until 9:40am. Obviously, this is a problem because we would miss our connection in Dallas. I then called American Airlines reservations department in an attempt to resolve the issue. When I did call, the recording mentioned that our flight had been delayed again and would not be departing until 11:40am. Once I did get to speak to a representative, they informed that there are no other options and that there was nothing that they could do. While all of this was going on, my wife was busy on the internet trying to find another flight that might get us into Dallas on time.

She found a continental flight that left intercontinental airport at 7:30am and landed in Dallas at 8:30am. I then told the representative about the flight. She made an effort to put us on the flight before getting back on the line informing me that it was not legal for us to fly out of one airport and back into another. I then asked her if it was possible for me to purchase the tickets and still carry on with the rest of our trip. She said that was fine and that I would be fully refunded for the first leg of our trip.

Which brings us to where we are now, refund. I have been attempting to get in contact with someone in their refund department to no avail. I have emailed, and called several times and have yet to hear back from anyone. I am a nearly bankrupt construction worker in Houston and cannot afford to spend $889 on tickets; then have to spend another $500 to another airline for something that I thought was already paid for. In addition to this, I paid $38 for a seat upgrade that was not given.

The agent at the airport advised me that I could board that there was a flight leaving at 5:40 but would have to pay $75 per ticket, even though I had been confirmed on that flight This is blackmail! She claimed that I was always booked on the 7 p.m. never on the 5.40 p.m. flight and my travel agent was to blame. My travel agent forwarded me the message from the airline with the changes. Never fly with American Airlines again!

Customer service advised me there were no available flights to my final destination (SBP) for four days. There was no lodging voucher, no alternate airline voucher, nada. To their credit, they did "allow" us to rebook on a US Airways flight to a nearby airport the following day.

4) 4 hours car travel time in addition to the flying time.

I have lodged a complaint with their Complaints Dept and with the DOT. Interestingly, the DOT (government) replied to my query in 24 hours. US Airways has still not responded, 14 days later.

We were speechless and mindlessly angry because of that Yakub guy who didn't know what he was doing. We lost our first flight and were also denied the second one as well and not to mention, 2 hours of wait time.

We walked back to the first gate where we met this Yakub guy and angrily demanded that he get us a new flight to SF. But this guy said, “No. Why?” Because he said I was rude to him. I asked him for his last name so I can file a complaint but he, with a smirk, refused to give it to me and said I can go find it myself.

I was really two seconds away from punching this guy. But then a female co-worker of his intervened and agreed to get us new tickets and even gives us free flight coupons. We agreed but we had still lost almost three hours because of this clown.

This is not the end of the story. An hour later, we finally started boarding the new flight and he was the guy at the ticketing booth scanning the tickets. My turn came and I looked straight in his eyes and said "shame on you." I said that because not once did he apologize but rather was smirking the whole time. Immediately after finishing the word "you", this guy flipped and started yelling repeatedly "** you, you **. I will kick you outta the flight!" The guy was total maniac. A bunch of other passengers stared at him and thought he was on some kind of drug. Anyway, I walked on without looking back and his voice faded away.

I've been flying close to thirty years and this was the worst airport experience ever. I wish I knew what his last name was so I can file a formal complaint. Seriously someone like that should never work in any service industry and US Airways should locate this employee of theirs and impose some kind of disciplinary action upon him. I will never fly with US Airways.

Although they gave her a bag from an office up in Seattle and took the Swissgear bag, as to the other items they told her we gave you a bag didn't we. My wife is already emotionally drained considering what her daughter faces and to be treated like crap by a "Customer Service Rep" who's company had just destroyed her never before used Christmas gifts, is anything but customer service. How can a company that treats people like that still be in business?

They were extremely unapologetic and actually acted annoyed by me. I found that they had known the flight would be cancelled well before the earlier 6:30 am flight, but they decided not to put me on that flight. They told me that they could only put me on standby for a 12:15 flight which had been "oversold" and then confirm me for a much later 4:15 pm flight. When 12:15 came around, there had been too many people booked for that flight, and those who did not "choose a seat" at check out when booking were simply kicked off the flight.

The supervisor at the gate (Christine) was extremely unapologetic and laughed at us. When my plane finally arrived, I asked to speak with Christine's supervisor before I got on the flight. She refused to call whoever that was saying that I could talk to her. I asked to be compensated in some way for being made to wait all day for a flight when they could have put me on an earlier flight. She proceeded to laugh at me and told me that nothing would be done and I should just go get on the plane and "stop being rude", unless I wanted to be held off of that flight as well. After 18 hours at the airport, I finally arrived home exhausted and traumatized. I refuse to ever fly with US Airways ever again.

When I came off the flight at the next gate, there was a flight going to Vegas before my scheduled one. I went up to the attendant and asked if there were seats on the flight. She advised there were, I showed her my boarding pass and asked if I could catch this one so I could make sure I was there on time for the Vancouver flight. She told me that they were never late so if I wanted to move my flight up it would be a $50 charge. Having paid a premium for the ticket already, I decided to pass. Well they are late as my flight to Vegas was over two and half hours late and I missed my connection. They put me on the next morning flight, gave me a hotel room (it turned out to be a 2 star place) a $10 meal voucher and $100 certificate for my next flight. Unfortunately as a Contractor I am paid for my hours and I lost six hours of billable time which was considerable more than even the flight cost so it was only a morsel to me.

US Airways likes to add insult to injury though because I did try to use the $100 voucher and you can't use it on the internet to book a flight. You have to call them which I found out when I tried to use it on the internet. When I called to use it, they were very accommodating and booked the flight I was looking at and then asked for my credit card. I asked how much are you charging me (why should I need to ask). I was given an amount which was $40 more than the screen I was looking at. I questioned if that was before or after my voucher and it was after price.

When questioned, the response was that the Internet price was different than a live booking and told if I wanted that price I should have booked on line. I explained that I couldn't book on line with the voucher and so I expected that they would be matching it. I was basically told no way and then told again they needed my credit number. I told them to cancel it because I wasn't going to pay more to use their voucher. At this point "Antilla", my name for her now, got a little huffy with me. I assume she felt I had wasted her time and it seemed like to cancel it was a major problem but without my card she was doomed.

Brad was offered another flight tomorrow, but that hardly compensates him for the dishonest behavior of American Airlines. There was no "Act of God" or anything similar in this event.

I called AA to ask why I wasn't credited the $100, and they said they were putting me through to the right department. Myra, who answered the phone there, told me that the $100 was a discount on a future ticket I'd have to buy with the credit card once it arrived. I protested that the AA website gave the impression that the $100 would be subtracted from this ticket price. "Did you read the fine print when you said you agreed to all the conditions?" she asked. In other words, they are doing a bait and switch, but their lawyers have buried language deep in the fine print to give them legal cover. But I wonder if the AA website is still illegally deceptive, since it says the ticket price will be $1249 - $100= $1149. It ought to say that I would be able to get $100 off a future ticket.

I asked Myra if she worked for AA or Citibank. "I work for a national teleservicer contracted by Citibank," she said. When I asked the name of her employer, she said she was not allowed to tell me. Is that legal? It's certainly sleazy. Why would a company with nothing to hide refuse to identify itself when you do business with it? Myra did tell me that she's in the Philippines.

I then called a number Myra gave me at Citibank to cancel my card application. She had given me the number for card applications. I spoke to Peter, who confirmed that my application was in the system and told me my card would arrive in 7-10 days. He said he could see my application but was not authorized to cancel it. He put me through to another department where the person I spoke to said he could cancel my card but could not access the application. He could only cancel cards that had been issued! He suggested I call Applications again, but they were now closed.

She began to literally yell at me and wag her finger in my face. She threatened to "kick me off the plane". Because I was completely in shock and unsure of what to do, I just apologized to her and asked to sit in my seat. I was finally allowed to sit down. She came back to my seat about 3 minutes later and continued to berate me and threaten to remove me from the plane. I had not said one thing to her other than "I'm sorry" since she assaulted me and I had asked her not to touch me. She finally got up and once we were in the air as she was performing her beverage duties, she continued to harass and berate me in front of all of the other passengers.

When I finally got off the plane in Nashville, I thought I was done with that situation. However, after I had grabbed my bag from the baggage claim, I was on the phone with my fiance telling him what had happened and felt someone run their bag into me. When I looked up, the flight attendant (Cathy) from my flight (American Eagle 4220) was in front of me and said, "You're talking about me. Go on." I was completely in shock and stopped moving until she was out of the door and into her vehicle.

I have never in my life experienced something like this. It was not only humiliating and belittling, it was physical abuse and continued harassment. I have called American Airlines five times about this issue. I waited on hold 45 minutes, 50 minutes, 35 minutes, 47 minutes, and 60 minutes, respectively. When I finally was able to speak to someone on my third try, she said to me, "This is now an internal issue and we will address it." She barely offered an apology and did nothing to retain my business. I also wrote in a complaint on the website. I have never received a response. I have had anxiety about returning to American Airlines and have booked flights with United. For my returning trip on December 15, I cancelled my flight and drove 8 hours home rather than risk having another situation with Cathy, the flight attendant. I am furious with this airline for doing nothing. Shame on them!

I then went to Delta, which was more than happy to run my ID check to issue me a gate pass and when the same AA from the front desk seen me in the back gate waiting with my fiance, she went out of her way to make us problems demanding to see my gate pass and screaming for security. Her name was Deborah and she was with another girl named Daniel at the Indianapolis Airport.

I was told Deborah may be the supervisor, but whoever she is she has no place to be in any customer service field. I have flown with American Airlines 3 times in 2011 but I will not pay these people to treat me this way. I mean she went out of her way to make us a problem just out of pure spite that I got a gate pass. I would pay another airline twice as much before I support people like her. She is doing nothing but making American Airlines a bad reputation and losing your customers. I plan on flying a lot more in 2012, so she has already cost you guys at least $5000 from me in 2012. Deborah caused AA damage. So far American Airlines has not responded. I will keep this updated with the outcome and if an attorney would like to contact me of this. She demanded I be escorted out of the airport even though I had a gate pass issued from an airline, just it wasn't issued by American Airlines.

I will comment, that the boarding pass clearly showed first class and it clearly showed I was a platinum member of US Airways. To this agent I wasn't even pond scum for him to acknowledge. I stepped away and waited. As I stood there and watched his horrible customer service continue with each and every person that approached him, all I could think to myself was that there are millions of people unemployed and how many people would be so grateful to have this person's job and deliver customer service and treat people with respect and display to the customers that they are grateful for their job and that they want to provide service. It was sad to watch.

Eventually a woman agent (who I think was in a supervisory role) paged me and handed me a boarding pass. The seat was in coach. I inquired about any compensation for the downgrade to coach. She barked "you are on a complimentary upgrade due to your status and you are not entitled to a compensation due to it being a free upgrade". I just stood there looking at her and didn't have the time to explain to her that in order to be Platinum, I need to fly and spend a lot of money on their airline. I earned the upgrade, it wasn't a lottery. They are the ones who promoted their program and tell you the many benefits that you will receive if you are loyal to them. I received a confirmed upgrade that I had earned.

I then realized as I looked at the nasty male agent who was there and then looked at her how truly sad it was that they were employed by US Airways and treated people this way. I flew home and spent the rest of the day being traumatized by the total dismissal of the agents of acknowledging that I was a human and that they should have said two simple words "I'm sorry" or "I apologize for the inconvenience." If either of them had simply said those words and if the male agent had simply stopped typing and looked me in the eye at any point and acknowledged that there was a human being in front of him, i would have been fine with just getting a seat home. What am I looking for? I am not looking for any financial compensation. I just want someone from US Airways to say the following,"We are sorry and we appreciate your business."

This is what I wrote, the second time, to US Air's customer relations:

Thank you for your reply, but it had nothing to do with my complaint.

My complaint is about the actions of your IAD gate agent (Omaira, I think is her name; I never found out since she covered up her name badge), who not only was extremely rude, but had me, a 56-year old handicapped woman, falsely arrested! That is serious! She obviously exaggerated her story in order to get the airport police to chase me down, handcuff me, search me, and arrest me. Within an hour she had recanted her story, which wasted the time of the police officers as well as caused me to miss my nephew's university graduation. In addition, and very importantly, I am still suffering horrible pain from where the handcuffs cut into my wrists.

If that gate agent had not had me falsely arrested, I could have gotten on another flight and gotten to my nephew's graduation. Therefore, I am again demanding a refund of my ticket price of $357.10. I did finally receive my suitcase back and it arrived with three broken zippers, but I am sure you will ignore and/or talk your way out of that, so I won't even bother trying to put in a claim for that. If you are seriously interested in improving your service, as you say in your letter, I suggest you give that gate agent a desk job, away from the public.

Thank you for contacting Customer Relations. We appreciate it when customers take the time to share their concerns.

If you are not checked in and present in the boarding area at least 15 minutes before the scheduled departure time, your reservation may be canceled. Your seat is released to another passenger, and you will not be eligible for denied boarding compensation. Please note that our pilots do have the discretion to depart 10 minutes prior to the scheduled departure time.

When a flight is deemed closed by our Operations Department, the computer system automatically restricts the ability to check-in passengers from the ticket counter for that particular flight.

Ms. Weaver, feedback such as yours affords us the opportunity to learn where and how we can improve our service not only to meet our customer’s expectations, but to exceed those expectations. Given the privilege of serving you again on US Airways, we look forward to providing you with a more satisfying travel experience.

Finally spoke with a supervisor at America Airlines who said I would have to wait until arriving at the airport for check in before I would get seat assignment. At which time, of course, only least desirable seats will be available since everyone else will have already received their seat assignment. Even those booking through a travel site (Expedia, Orbitz, Travelocity) are allowed to obtain advance seat assignment. It should not be legal for an airline to deceptively hide this information from passenger until flight is confirmed and it is too late. Passengers cannot make an informed decision if the seat assignment policy is not made clear. Ironically, I booked thru AA thinking that I would receive better, easier to access customer service!

Nowhere on their website does it say that the transactions do not take 24 hours, nor did any representative tell me this until after I made the purchase. In addition, once I had all the miles transferred, I was told that I could not purchase the tickets unless I paid the $90 transaction fee on my US Airways MasterCard. My card was at its limit and because it’s a weekend no payments get credited until Tuesday. Again, waiting until Tuesday causes me to incur the additional $75 per ticket. Nowhere on their website does it say that the 5,000 bonus for redemption of miles is contingent upon purchase with a US Airways MasterCard. Logically, it doesn't make any sense that they'll let me buy/transfer miles and charge my Chase card $1146.53 but insist on the $90 coming from a US Airways MasterCard. I've had it with them.

I land in JFK that Tuesday morning and everything was okay until I try to leave Sunday, back for college. I try to do an online check in (thank goodness I didn't wait until I got to the airport), but the online check-in system denied me and said that there is a problem with my reservation. Thinking it was just a glitch, I called up US Airways and talked to a random agent who said my ticket was canceled. He connected me to a supervisor (Tim at Phoenix), who kindly explained to me that the ticket was canceled because I was a no show on the first flight. First of all, what I did on the first flight should have no connection on what I do on the return because ideally, the planes are completely separate. However, that is a company mistake and a whole different complaint.

Basically, I talked to Tim and told him that as a college student, I cannot afford to pay $1000 for a ticket that I already paid $570 for. It's unfair. He told me that there is no way he can change the ticket because I was a no-show on the flight to NY and therefore they canceled my ticket, which still made absolutely no sense, unless you're a corporation that's trying to fool your customers and getting more money. Furthermore, I had talked to Karen earlier about changing my flight and she didn't mention anything about my return flight being canceled. I know, I know, the company will say that it was in the fine print, but literally, they could write, "If you get on this flight, we will throw your bags off the plane" on the terms and agreements and maybe one customer would cancel his ticket: my case being, nobody reads the terms and they know that.

So how come she didn't tell me my ticket would be canceled and why was it not in her notes that she referred me to a new ticket? I asked Tim to connect to a higher person on the chain, and he apologized for the inconvenience and connected me to the higher supervisor; Tony from Phoenix. Now this woman pretty much gave me the worst experience ever, not to mention this was my first time flying alone. She said the same thing Tim did, but with the nastiest and most arrogant voice I have ever heard. Talking to this woman could have been a lot easier if she had been kinder. I told her repeatedly that I knew it was not her fault that my ticket got canceled, but it was Karen's responsibility to tell me it would. I advised her I wanted to sue and she gave me the information, but with a very nasty voice. She kept responding to me with contradictory statements such as "You did not tell Karen that you wanted to change flights" and then read Karen's notes which explicitly said “Asked for a change in flight”.

Clearly something was wrong with this picture. After everything, Tony started yelling at me! I was enraged at this point, besides the fact that US Airways didn't inform me my own $570 flight was being canceled, but then on top of it, Tony the Supervisor was yelling at me?! Literally, these people made me cry. I asked her what the logic was behind canceling my roundtrip ticket, when basically buying a roundtrip is like buying 2 one-way tickets in one payment. She said the airport canceled my ticket. I asked her who "the airport" was and how I could contact them, and she gave me the worst answer possible. I didn't even understand what she was trying to say.

I am definitely going to try to sue as this is the worst airline experience I have ever encountered, and I have flown with my family many times. I am sorry as I know this is not the entire airline's fault, but simply a few people in the corporation, however, there is absolutely no way that a college student in hundreds of thousands of dollars in debt can afford to pay $2000 (in total) for a flight to and from home.

We contacted both Cheap tickets and American Airlines to let them know that we wanted to cancel the trip due to political unrest and wanted a refund, which they declined. My understanding is that under special circumstance, whereas a US Citizen, I am following instructions from the government, we shouldn't be penalized and suffer adverse consequences by canceling our flights. We would like to have our tickets refunded. Thank you very much for your time.

I and my counterpart will now be seated apart. There is 1 open seat next to each of us. However, American Airlines wants us to pay to sit together. When speaking with customer service both times for each incident, the tonality is that they don't care and can't do anything about it. Policies change, oh well. Agreed, I'll be taking my business elsewhere from now on and will pay extra if need be to AirTran, Delta, SW, United, etc., just to have peace of mind. I am very unpleased.

I could get no one at MSP Baggage Service. I waited 10 minutes or so, no one appeared, and I had to get to a meeting. I later called customer service. They directed me back to MSP Baggage Service. I, instead, waited until I returned to my airport of origin, Evansville. There I was told that indeed, American would do nothing to compensate me for ruining my bag.

My choices for flights originating from Evansville, IN, are limited. I suppose I will continue to use American, although I am very disappointed by their response to my complaint. Travelpro luggage is very expensive, but I will have to replace my suiter, with no help from American.

First issue- I've done some research on the US Airways website, and see the policy states travelers must check in at least 30 minutes before a flight except for certain airports where you must check in 45 minutes before, which of course Seattle is included. While this is US Airways policy, what I don't understand is why you would not allow a customer to check in, when 40 minutes is plenty of time for a person to get through security for a domestic flight and get to the gate.

If a person can get to the gate before the door closes, who are the agents to stop a paying customer from checking in? Yes, the agents are following US Airways policy, but the policy is flawed and completely unacceptable. I called US Airways and the agent, Sushma (Sign: JL), she said the cutoff time was so customers don't complain when they are allowed to check in but miss the flight. If a customer checks in but misses the flight, they don't complain to US Airways! They know it's their own fault for being late. But when you have plenty of time to board and the agent won't let you check in, then you complain to the airliner, because the policy is ridiculous. The real reason I believe this policy is put in place is, so the airline can overbook flights, then close the doors on people who are unaware of this policy, and show up "late". By late, I mean 40 minutes early.

Second issue - There is no mention of this policy on the e-ticket. If you are still on the stand point that this policy is "required" (and please explain to me why it is, because I would like to know), then at least have the decency to include this information on the e-ticket when it is emailed to the customer. Nowhere on the ticket does it state, "You must check in 45 minutes prior to departure or you will not be allowed to check in". It doesn't matter which vendor a customer purchases through, if you are going to have a policy like this put into place, at least have the decency to mandate that with every US Airways ticket. A disclaimer must go with it. Are you expecting the customers to dig through your website to look up the policies?

Third issue - My biggest issue with this whole ordeal is the representative I talked to over the phone. I called the 1-800-428-4322 number, and talked with Sushma (Sign: JL). Since you record calls for quality assurance, please go back and play this call and tell me if you think that US Airways is providing quality service. I explained the situation in a very courteous manner to Sushma. She went on to tell me the policy is put into place because they don't want customers getting angry, that the agents allowed them to check in, but they were not able to make it to the gate on time.

Are you kidding me? How could a customer blame US Airways for them not getting to the gate on time? When I went on to tell Sushma that I have been able to get from check in to the gates in much shorter than 40 minutes, and how I have never encountered this with other airlines, she went on to tell me with her attitude, "Well this is how US Airways does it. You know its your fault for missing the flight". Sorry Captain Obvious, but I acknowledged the fact that this was your policy, and that its a flawed policy, but to say its my fault for missing the flight? No, if you allowed her to check in when she got to the desk, she would have not missed the flight.

The only reason she missed the flight was, because US Airways has a ridiculous policy, so they can have an out to over book flights, and not reimburse customers. The audacity of Sushma to say its my fault for missing the flight, is appalling. She needs to go and call American Express to learn what real customer service is like. This is absolutely pathetic service, and a disgrace to what is otherwise a good company.

My girlfriend incurred a change fee in the amount of $150, plus the cost of food and accommodations, not to mention, she had to miss work.

I have contacted American Airlines via email and they have given me a $200.00 voucher. What about 7 1/2 hours with very little food, water, and all my belongings stolen? This was humiliating to say the least. I have yet to be able to speak with a human being at AA to discuss what happened. It was nothing like taking care of the customer.

Baby or no baby, the couple should have sat in their assigned seats. There was another person with an infant on board the flight also, but it seemed they sat in their assigned seats. The flight attendant was out of line for making this call.

The bag was full of work clothes like expensive ties and expensive slacks. American has again denied help with this, leaving it to the final airline to search for the bag again. Seeing how we knew both bags were still in USA, you would think they would help even if duplication. I have sent emails to complaints department with AA and all they ever said was the other airline was responsible. They didn't lose the bag and should locate it. It is unbelievable, after reading other comments, that AA obviously has thugs working in the baggage department and are stealing items and bags from customers. Two times in a row that they have lost two bags. I will never fly American again after all these years. You will not get any pity from me when you go under. At this point, who cares if they lose jobs? The employees are the ones stealing from me.

It is unreasonable of the company to do that. Their salesperson agreed with me that it's unfair, however, customer relations was more defensive and didn't admit their fault.

My complaint is that US Air does not allow enough time between flights. US Air would not lose any money if they moved the flight time back 15 minutes or so. Since all incoming flights from Jamaica must go through customs, it is impossible to get through the customs line and to the gate for the connecting flight in one hour.

There were 9 passengers coming from Montego Bay and going to Philadelphia, all of whom missed the flight. Not only did we miss the flight, but after running through the airport and arriving at Gate 19 by 5:50 PM, we learned that the flight had already left the gate. US Air had called our names approximately 15 minutes prior to flight time and when we did not answer, they removed our baggage and put standby passengers in our seats.

US Air made no arrangements to accommodate the 9 stranded passengers. They said they would try to get us on the 8:00 PM standby, but there were no flights to Newburgh until the next morning and if we made the standby flight, we would have to stay over in Philly. The US Air clerk gave me a coupon for 10% discount at a hotel, but otherwise no help from the airline. She said that 9 people had missed the flight this time and that this happens all the time. She also said that since we got held up in customs, it is a customs problem and not US Air's problem.

I was forced to get a hotel room in Charlotte because I could not get a confirmed flight until 6:30 AM on the 10th. Both my wife and I were scheduled to work on the 10th, and we were both docked a day's pay for not coming into work. Our financial loss for US Air's poor scheduling cost us approximately $600 between the loss of pay for myself and my wife, and the cost of a hotel room and meals.

If US Air moved the departure time back at least 10 minutes, they would not have any financial loss, passengers would not miss their connection, and we might consider using US Air again. US Air also needs to review their door-closing policy and not close the door and allow the plane to leave prior to the scheduled departure time.

I feel that US Air should compensate me for my financial loss as well as my lost work time and the inconvenience.

Later on I found that three things were missing from my luggage. They were all together in one pocket that had a few other things still in it. The missing items were: a laptop dongle cable to connect my laptop to an LCD projector, a longish USB cable for my camera, a battery charger for my camera, documents, paperwork, and receipts, and a Playstation 3 Precision Shooter. The items are valued at around $300. I want American Airlines to reimburse me immediately for the missing items from my luggage piece or I will most definitely make a small claims filing.

Before I finish, it is worth mentioning that I will avoid using American again for my business and personal travel plans.

Today is October 10th, 2011. They deny the claim because they say they did not receive the claim. I faxed many times and I have a fax transmission evidence.

They are scam and not responsible for our property even our lives! What a scam!

I was deeply concerned about my safety and the safety and well-being of the people on that flight. The situation made national news on ABC News and their affiliates. I'm in the process of filing a complaint with U.S.Airways, the FAA and TSA.

So, here I am taking off from work (without getting paid), at home. It is because there is no sense for me to go there anymore, as the launching only happens today. I'm angry as never. How they can carry a name like American Airlines? I really don't know. They should be embarrassed to represent our country. Shame on you American Airlines! I would never fly with you again. I swear.

I was told time after time that I was not going to get another non-stop flight out the next day. But someone finally found me a flight! As much as I appreciate that, I am not happy with all the expense I had to go through! Please get back to me at **. Thank you. I might as well mention that I had to pay $100.00 for my son's bag to get checked in, while he was serving in the military. He has since re-enlisted. I'm very glad that someone finally realizes that any military personnel should never have to pay extra for serving our country!

However, our flight AA 277 out of Miami was delayed due to a mechanical problem and so when we arrived in Los Angeles at 8:30 PM, we missed our connecting flight to Seattle. We went to an American Airline agent and told her our predicament. She gave us a hotel to stay in Los Angeles for the night and told us that she will book us on the next Alaska Airline flight to Seattle for the next morning.

The next morning when we went to check in to Alaska Airline for our Seattle flight, the agent there told us we had no booking but there were seats available and so she put us on that flight. Alaska Airline charged us $80 for the bags. But we were able to make it on the ship for our cruise.

On the 21st of August when we disembarked from our ship, we went straight to the airport as we were booked to leave for San Francisco to Los Angeles and then drive to Monterrey. However when we reached the airport, the agent at Alaska Airline told us that we had no reservations on that flight. Apparently the agent in Los Angeles had not done her job by protecting our bookings. Anyhow, we had to stay a night in Seattle as all the flight to San Francisco were full. We lost our hotel reservation for one night in Monterrey, which was in a very expensive resort there, Portola Hotel and Spa.

We would like you to look into this matter as we all feel that what would have otherwise been a wonderful vacation was instead messed up by an American Airlines agent who did not do her job of protecting our bookings. The perfect vacation had to be ruined, just because American Staff failed to do their Job.

Me and my husband were coming from Denver after having a great day at my daughter's wedding. The people who scan stopped us and said that some articles had to stay because they were over the amount of ounce/pounds or whatever she said. My arthritis tube ointment, my husband's sensitive toothpaste, shampoo, A and D ointment, conditioner, they kept it all.

I went from JFK with no problems and when I came back, all gone. These are expensive things. They kept my arthritis cream. Do you know how I suffered without that cream on that trip? AA has no food like it used to. You have to buy everything. At least JetBlue gives you free chips or cookies.

I refuse to travel on AA ever again. They totally destroyed our lives. Thank you, AA, for making our trip miserable. I hope you enjoy the extra $25 we had to pay for an extra luggage we had to check in. Continue to destroy people's lives by charging them an exuberant amount of money. At least have the decency to give us some food!

We did not delay one moment, literally running from place to place and arrived at Heathrow to see a very long line for check-in. After a 20-minute wait to check our bags, American finally put another agent at the counter and we made it to the counter, only to be told we missed our flight. It had not left be we missed the one hour prior to take off baggage check requirement. If we had been aware of that fact, we would have went straight to the gate because we already had boarding passes for the flight, which the agent took from us and tore up. Then he sent us to another agent who called us liars when we explained that there had not been enough time to connect and that said, we would have to pay $250 each to reschedule our flights.

We waited on the standby list for the next flight to the US but it was oversold by 40 people, so we had to stay overnight in London at our own expense. We made a flight the next morning, again on standby, but just barely. So to sum it up, American scheduled this connection too tight to make the transfer and made extra money from us because we had no other choice if we wanted to get home.

First, US Airways did not book me on the next available flight from PHX to AUS. I confirmed this with your representatives on the phone when I called to re-book my flight. My flight was re-booked for Monday 7/25 at 6:50pm (conf # E2ZTXR). This is 2 days later than my scheduled return flight, and they only gave me a one-night hotel voucher. There was no inclement weather, and so there should have been absolutely no reason to delay a passenger for 2 entire days. However, your representative confirmed that there was an earlier flight leaving on 7/25. So US Airways failed to put me on the next available flight, and as stated in my previous email, US Airways website clearly states that US Airlines will re-book passengers on other airlines. This is completely contradictory to your email. I am not understanding why your company would post a policy stating that you will re-book passengers on other airlines and then, is completely contradictory when the situation arises. Here again is the information directly from US Airlines website:

For domestic flights:

If the passenger's arrival at their final destination is two hours or more past their original scheduled arrival, involuntary compensation is 200 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover but not to exceed $800. In the event of a flight cancellation, US Airways will do everything possible to re-accommodate customers on the next US Airways flight, providing space is available. Depending on the type of ticket purchased and the reason for the flight irregularity and availability, in most instances, US Airways will also re-book customers on other airlines. US Airways will communicate to customers via the public address system the reason for the cancellation and alternatives available.

I have highlighted and underlined it again, so that there cannot be any contradiction in your response. Clearly, US Airlines did not re-book me on the next available flight and they certainly did not re-book me on another airline as US Airways website indicates that it would. I am still looking for a full refund of my ticket with Southwest Airlines in the amount of $350. At this point, I am willing to write a full complaint on US Airways website or any other website that will include your responses to show how contradictory US Airways customer relations is compared to what is posted as company policy on US Airways website.

This is a total lack of respect for customer service. If this is how you continue to treat customers, then all potential customers have a right to know.

In any case, here is the US Airways scam. Thinking you booked the lap-infant, at check in, when your only other choice is to skip the flight or leave your child, they charge you 10% the much inflated current rate (of course not the rate your seat was charged at). This truly looks like a scam to charge families with infants 3 to 5 times the rate they claim to charge and I cannot get US Airways to fix the problem. US Airways official response is that this is the responsibility of the passenger to know the process and rules prior to travel.

The funny thing is that prior to the flight, we called US Airways twice asking because we did not see a ticket for our infant. Both times they said to get the ticket when we check in. This is really an unacceptable practice and that US Airways has not been willing to listen to my four complaints.

When I got home on 31 Aug 11, I called American Airlines Vacation and asked why I had not received my refund yet and was told that it would take a week. After waiting the week, I called again and was told that it would take another week. On 10 Sept 11, I called again and was told at this time that my vacation went through a fourth party, Tourico Holidays, whom I never heard of prior to this call. Then, I was told that I would have to email American Airlines Vacation asking for my refund and they would open a file. Again, I was told that it will take about a week.

On 15 Sept 11, I called again and asked to speak to a supervisor. I was passed on to Brian who told me that if this was not resolved by Monday, 19 Sept 11, I should call him (he gave me his extension number. Monday prior to calling Brian, I placed a third call to the hotel which was very helpful to me and was told that the refund was processed through Tourico Holidays ten days ago.

When I called American Airlines Vacation, I was told that it can take up to 12 weeks to get my refund even though Tourico Holidays has my money. Everything goes through the refund department but there was nobody to talk to in that department. I could not get a hold of them to ask why it will take so much time when they already have my money. There was no answer to this question.

I asked to speak to Brian at his extension and was told that it would be impossible. Then, I spoke to another supervisor named Quetha, who told me to wait for 30 days. Again, when I asked why I would have to wait when they already have the money, I was told that this was the process and there was nothing I or they can do about it.

It was like they rehearsed this line over and over again and to hell with the customers' needs. I am a disabled Vet and this is making me sick. I have never had this kind of utter nonsense response from a company before in my 65 years. I am writing this just for all to know what kind of company you are dealing with if you choose to do business with American Airlines Vacations.

On August 29, 2011 we tried to check-in in preparation of returning to our original destination, EWR. As I've referenced above with the problem, we waited in line to speak with an agent to address and attempt to correct the problem as this is clearly a technical glitch on behalf of your website and not by way of human error. The agent looked at Michelle's confirmation, stated that the September 29, 2011 date had been selected and slid the confirmation back across the counter and stared at us. They said there was nothing they could do. The customer service experience was not a pleasant once since it was accompanied by negative body language which included sidebar conversations amongst other agents, eye rolling and side glances.

The agents said that the only seat available on the plane was in First Class totaling a cost of $1500! I then asked them if there was any way that I could possibly upgrade my ticket to First Class since I was already a ticketed passenger and the airline then sell/transfer my coach/economy seat to Michelle. Apparently, US Airways do not fall within the realm of such customer service. In response, I was advised with a no that this could not be done. When I inquired as to why, I was told that the seats were blocked on their system, however they were not blocked for purchase.

On the morning of August 24th, 2011 I attempted to begin the online check-in process but was not able to. Each time I put all the information in, went on to continue but my screen cleared, and I had to start over. Finally I closed the page and tried again while I was calling U.S. Airways for assistance. I got a rep on the phone again with no success following her instructions which were no different than what I previously tried. After the third attempt with the rep on the phone it went to the next step of asking if I wanted to pay for a checked bag. I also had a problem there because I did not want to print my boarding pass and it only would let me select the option of pay for bag and print boarding pass. Needless to say I was quite frustrated but finally achieved my goal. I then spoke with my friend, whom I was traveling with, she stated that she had made several attempts to check-in online with no success. She gave up and decided to check-in at the airport.

On the morning of August 25th, 2011 we flew out of Newark Liberty International Airport (EWR). On August 29th, 2011 we reported to MBJ for our return flights back to the United States. I attempted several times to check-in at the self service kiosks but was unsuccessful. As we waited in line to speak with a US Airways rep I compared our confirmations line by line and then realized what the problem was, my return date stated September 29th, 2011. I am the single working mother of two small children and would never have intentionally purchased an airline ticket for August 25th-September 29th. We reached the counter to speak with a rep that wasn't very pleasant from the start and kind of gave us an empty smile with her half greeting. I gave her my confirmation form, explained my issue, and asked what we needed to do rectify my ticket.

She rolled her eyes and kind of huffed and sighed, then slid my confirmation back across the counter to us; stating that nothing would be done because those were the dates I selected. I was in total disbelief in her response let alone her behavior. After being stared at for a few moments I asked to speak with a supervisor, she motioned a gentlemen to come over Jelani **, he came over, looked at the confirmation and made the same statement that nothing could be done. He advised me that there was an available seat in First Class on the very flight that I thought I was on that I could purchase for $1500. I was distraught here I am asking for assistance with a ticket I purchased and there was an available seat that this man was trying to force me to purchase for $1500. My friend Michelle requested to upgrade her seat so that I could purchase her Coach/Economy seat. I have seen this done in an airport before. I was even more shocked when we were told no in this instance as well. Michelle asked why this was not possible and we were told that the seats were blocked in the system. However she would not be allowed to upgrade her seat but I could purchase the seat.

I missed the first flight from ATL to PHL because the airplane door was closed 20 minutes early. I was delayed a day. The next day, I missed a connection in PHL to ZRH by 5 minutes because the plane from ATL to PHL was late. Because the "plane was late" (the flight to ZRH or US Airways Operations would not wait for us). We rerouted to FRA and then to ZRH but missed the connection to ZRH in FRA because the plane was late leaving PHL waiting for other passengers making connections (even though the plane to ZRH would not wait for us). We ended up in the wrong country/city in Europe and lost two days of our vacation. We missed our connection with our daughter in Europe, our bags went to ZRH and this ruined our vacation.

We paid $1950 for the tickets. We were offered two $125 vouchers. US Airways was extremely unresponsive and only responded when put under duress. They believe that everything is God's, Mechanical or the Customer's fault. Their employees lie/falsify records as easy as taking a breath. I am filing a claim in small claims court next week.

In addition, the seats on the plane are almost incomprehensibly tiny because they take the first 8-10 seats of a normal 737-sized plane, and make them into first class. Then, they reduce the remaining seats into the cabin so that no person of average size could be comfortable. Their policy is also very lenient on the severely obese. The man who sat next to me was so large he hung into the aisle and requested a seat belt extender. He refused to exchange his seat for a window seat because he could not physically fit behind a normal airplane seat.

He took approximately 1/3 of my seat space and the arm rest could not even be lowered. How is this acceptable to US Airways? He was a safety risk (blocking the aisle) and he caused another paying passenger to have to be physically touched/squeezed into their seat because of his massive size. This is totally inexcusable and I will never fly this airline again.

The young male ticket agent said, "You can take stuff out." and I replied, "And do what with it?" to which he only shrugged and never helped, just kept getting us to hurry along and to pay the amount. How can an airline charge such outrageous amounts!? I had just flown from Arkansas to Virginia a month ago, my bag was 2lbs over the limit, and there was no problem and no extra money was asked! So can each agent just charge whatever they want? Something needs to be done about American Airlines doing this to people. I don't see how they can charge these amounts as well as the $25 per bag!

When I arrived at my gate, I told the lady driving the cart that I needed to go to the bathroom. She stated to me again that she could not help me to the bathroom or wait on me. I was so upset by this because I could hardly walk. When I made my way to my gate, I went up to the male attendant to say that I needed a wheelchair and he said, "Yeah, yeah." I went and sat down.

When they started boarding, he boarded all passengers first. I went up to the counter again and said, "Sir, I need assistance in getting on the plane." He acted so rudely to me in front of the passengers who were boarding the flight. He said to me, "I did not think that you needed assistance since I saw you walk all over the airport." I walked to the bathroom because I needed to. Anyway, that was none of his business.

The flight was full and I had to wait in line to get to my seat without assistance. This has never happened to me in all my years flying. I fly a lot during the year and you can bet that I will never fly with your airline again. This should have never happened and I feel as a professional educator that I should be compensated for my agony and embarrassment. I look forward to hearing from you.

Finally, after making so many requests to customer care, we have been allocated to a flight for the next day, 02 Sept 11, on 7:00 a.m. and put on standby for 6:00 a.m. flight. The stand by list was cleared and we got two seats in the 6:00 a.m. flight.

There was no arrangement done by AA for accommodation, dinner and breakfast apart from some discount on hotel accommodation at Chicago. We have to make our own breakfast and dinner arrangement as well. We have paid $66 as accommodation charges at Chicago. Also, our 3-day booking done by "Take tour trip," which was scheduled for 02 Sept 11 at 7:00 a.m. from New York that cost around $264, got cancelled since we reached New York next day late.

Our whole program got disrupted because of the delay in the first flight of AA (460) and we have not been confirmed for the same day flights. We want to be compensated for the money loss, confusion and inconvenience this has caused. I have submitted two complaints and so far, no one from AA contacted us. Please look into this matter and act accordingly. We highly appreciate your consideration in this regards.

The first time I tried using the Dividend Mile Program was back in May of 2011, and I could not use my miles because the dates I wanted to fly were all blacked out (in our words I could not use my dividend miles points), so I decided to purchase a ticket with another airline. Now, I'm trying to use my mileage points for a round-trip ticket from January 14- January 21, 2012! The round-trip ticket is from Portland, Oregon to Phoenix, Arizona. I can only fly first class flying to Phoenix because coach seats are blacked out, and I can only fly first class flying out of Portland, Oregon.

The representative told me that I would have to purchase additional 4000 miles at a cost of $118 in order for me to purchase my round-trip ticket. What I don’t understand is why do I to pay more dollars out of my pocket to accommodate US Airways, when I've already met responsibilities on my end in getting their credit account? I'm giving them over four months in advance so that I can use my dividend mile program benefits!

We were forced, with many others, to wait 4 hours for our baggage to be returned, several of which happened to be damaged. Then we were caused to take several trains back to New Jersey, at our expense. To top things off, US Airways made it extremely difficult to just even request a refund.

Then after 3 weeks, they issued a $20 back, as refund for the last leg of a $1,000 round-trip flight! What an insult and disservice! An outrage. A disgrace!

In addition, I was flying on a First Class ticket to BOS from DCA. Agent Y1 did not put a "priority" flyer on the tag and there was no separate line for First Class passengers at DCA, although I had paid approximately $1,018.00 for the round trip ticket. Cape Air, by telephone and in person, at Barnstable Airport (HY) and US Airways personnel told me that Cape Air does in fact have an agreement with US Airways to the effect that the latter agrees to check a bag on to the destination covered by the former. This agent's belligerent behavior and misrepresentation of the facts are to be corrected either with remedial training or loss of her job. I am willing to pay an attorney to receive a written document describing the corrective action with respect to Agent Y1. I am not seeking any financial compensation, except legal fees perhaps that USAIR might pay if that is possible; otherwise, I'll pay the legal fee myself. I want that document and a letter of apology.

For that same flight on US Airways, I purchased a "Day Pass" for the US Airways "Club" at DCA. None of the agents at the gate at DCA could tell me where the US Airways "Club" was located. This is not the first time I have received poor service from US Airways at DCA, but poor service has now escalated to belligerent treatment and lying to the customer in order to get out of work.