American Airlines Reviews

I tried, on two different occasions, to redeem the miles. Both times, there were no available seats so I could not redeem the miles. The first time I was told that seats on one leg were available but I had to purchase a one way on the return at almost the same expense as a full round trip. The second time, I was told there were no seats available for the Advantage program and that I had to give 6 months notice to redeem miles.

What is the point of the program if you can not redeem miles? Besides, the miles will expire still. To redeem the miles I would have to search available routes that offer Advantage miles. Again what is the point. My conclusion is that the whole hype is a waste of time.

Will you please inform:

b) if there are 2 (two) seats available in your program starting October 2011.

Will you excuse my saying so but AA have launched a program to buy miles, for what purpose? Why buy miles if we cannot get seats to travel? Some friends with the same problem advised me to give up, but I didn't. I hope to hear from you. Thanks in advance for your assistance.

Incidentally, a local broadcast (cbn-news) called American Airlines down last week due to miles programs that are not being honored. In accordance with the local laws, this may be considered as a deceitful propaganda. This is an opportunity to talk it over with your directors.

My daughter and I departed Anchorage for Little Rock on August 18th, 2011. When I arrived at the airport, we had three bags to check. She had a small one. I had a small one, as well as one heavy bag loaded with expensive scuba gear. The lake we houseboated on is extremely clear. We planned on doing a lot of diving. In addition, my son, a soldier recently back from Afghanistan and based in KY, was meeting us there. And I had his gear as well. The dive gear was in a hockey bag. This is an extremely common sized bag that is used by hockey players throughout the world when they travel on airlines. I am a hockey player myself. I have used this bag and bags like it many times when traveling by air. The bag was heavy and I expected a small additional charge to check it. When we arrived, we checked our bags. The hockey bag with the dive gear weighed approximately 71 pounds. We were charged the "normal" rate for 3 bags, which was $85. This was outrageous on its own, but I realize there is nothing I can do, as most airlines have adopted this practice. I was not charged any extra for the extra weight.

We arrived in Little Rock without incident. And the reunion went off flawlessly. On 8-27-11, we arrived at the Little Rock airport. This is when the problems began. The fun of the reunion and the vacation was quickly squashed. I was checked in by Andrew **. He is not a friendly fellow, but maybe he was having a bad day. He charged me the standard $85 for bags (this is a $170 charge round trip for baggage!) as I expected. He then weighed the bag with the dive gear. It was approximately 65 pounds (It lost some weight because we had food items in it as well, on the trip down). He very curtly informed me the bag was 15 pounds overweight, and it would cost an additional $100 to check it. I asked him why it was $100 for only 15 pounds. Again, he curtly told me even 1 pound overweight was $100. It was obvious I was not going to get anywhere with this guy so I paid him. I was not happy, but that was the end of it so I thought.

My daughter and I dropped all three bags at TSA. And we went into the gate area. Shortly thereafter, I was paged back to the AA counter by name. Andrew was there. He informed me that the bag was oversized. And now it would be an additional $200! I find it strange that we had already given the bag to TSA and Andrew somehow managed to recheck the bag. How does that work? I asked Andrew how my bag made it all the way from Anchorage to Little Rock with no additional charges. And now I was being charged $300 for it. His reply was that he couldn't vouch for what Anchorage did. He added somebody there "wasn't doing their job". I tried to argue common sense with Andrew and it became apparent it was going nowhere. I asked for his supervisor. He went around a corner and very quickly returned. It was apparent she was right there. He said she would be there in a moment.

After at least 10 minutes of waiting, Verdia ** showed up and said she was the supervisor. I greeted her and asked for help with some kind of alternatives in getting my bag home. She asked what I meant, acting as if she didn't know what I was talking about. She had a bad attitude already. I asked if she knew what my issue was. She said she did. She said the bag was oversized and the charge was an additional $200. I told her that I was having a problem understanding the logic and common sense issues involved. I also told her the bag was a standard sized hockey bag in use daily in the US when hockey players check their gear for a road trip. Her response was to offer a copy of the AA policy for me to read. Me looking at a policy was not going to solve anything.

I continued to try and reason with Verdia. Her response each time was to offer me a copy of the AA policy. Not even once did she try and work with me or offer any advice. Her people skills are horrific. Once again, I realized I was getting nowhere and was talking to a brick wall. I asked for her full name. She pointed to her name tag and said "Do you want me to spell it for you?" I could not believe what I heard! Now she was apparently going to insult me. I asked for the name of the Station Manager, so I could contact him/her upon my return home. Verdia refused to provide it to me! I told her I felt her actions were incompetent. I demanded to know the name of her supervisor. She again refused. She said this whole issue was stopping at her level because she is the supervisor. I am still shocked even now, two days later.

I asked several more times and she refused. At this point, I paid Andrew the additional $200 because I had no choice! I had $2000 worth of scuba gear in that bag. I couldn't very well leave it behind. I have never been treated like this by an airline employee, especially one at a supervisory level. Verdia has no business working in customer service, let alone acting as a supervisor in such a position. She may do a great job in a ramp position or something behind the scenes, but she has no business representing AA to the traveling public.

Here is my biggest problem regarding this whole incident. As far as I'm concerned, the actions of AA are bordering on the extortion of $300 from me. The airline took my 3 bags, all the way to Arkansas for $85. Then, when I'm on my return home and have no other choice, I'm charged $385 for those same 3 bags. This is unbelievable to me. I had no other choice but to pay the outrageous fees! I was in Arkansas a long way from home. I couldn't very well leave the bag and it's an expensive cargo!

So, for 3 bags to go round trip to Arkansas, the total cost was $470. Beautiful. My ticket was only around $500! In addition, my bag had already been given to TSA by me, before Andrew decided it was oversized. Why did he return to my bag and declare it was oversized? I think I know why. I think Andrew didn't like the fact that I was not happy with paying him $100 for a bag that previously had no additional charges. So, he went to the bag and decided it was oversized. This bag is a standard sized hockey gear bag. I have played hockey for years and flown with gear many times. Never has a gear bag been an issue. Even goalie bags (which are larger) go flawlessly.

I had a credit of $286 from one of my past tickets. Last week, I booked a new ticket for myself. I asked the agent to apply the credit to the final price. The ticket price was quoted as $550. With credit applied, the final price was $264. The tickets were booked. When I got the email, the final price was shown as $987. I called up 3 times. The agent mentioned that I am still charged $264 as final price. But he won't be able to give me a receipt with the breakdown because of system issues. Since I had to claim the original value of the ticket ($550) from my company, I asked for an itemized breakdown. Since he couldn't help, I asked the call to be sent to a supervisor. The supervisor was a lady with a big attitude who cursed me for my accent. She asked me to slow down. She gave me etiquette lecture. And she explained me how the calculations worked. I told her that my issue is not the calculations, but a receipt which showed the calculations. When I got upset, she told me not to raise my voice and offered me to talk to her manager.

The manager was the worst of the three. She started the conversation with a negative attitude. Rather than trying to understand my issue, she started telling me what she could not do. The funny thing was that even she was not clear with the calculations. She repeated the same story that the supervisor told. She again cursed me for my accent. She scolded me for interrupting her even though she interrupted me like 10 times. When I asked her how am I going to believe that the ticket price is $550 when the credit is $264, she said, "You would have to believe us. There is no other way. You should be happy with the final price. And we can't give you a breakdown." When I told her how Delta helped me out with a similar issue 2 years back, she said, "This is AA helpline, not Delta Airlines."

She is absolutely right. AA is not Delta. It took me 8 years to realize this, but alas I got my facts. I told her that I am going to end all my relationship with American Airlines. She happily mentioned that if this is what you want to do, please go ahead. So, I guess I am done with AA. I wish I could have said it was a pleasure flying AA. Thanks for treating your platinums the way you just treated me. I will wait to hear from you. Based on my recent interactions and the image that just got formed about AA, I am pretty sure I would not get any response to this email. Thanks.

Once I made it to St. Louis and I went to get my luggage, the handle on my suitcase was broken. I got to my hotel and opened my suitcase and I was surprised to discover that my whole suitcase was broken. There were bits and pieces all over inside my suitcase. I didn't have time to go and report the problem since I was in training.

On my way back home, the employees that help with the registration process were rude and not helpful at all. My flights were delayed in St. Louis and in Phoenix. As soon as I got back, I sent an email to US Airways, but was told that, "because we did not hear from you immediately, we assumed that your baggage was delivered as scheduled and in good condition."

Therefore, they couldn't do anything. I will never fly with this company again.

Now, my group used United Airlines and they were happy to change everyone to Chicago with no change fees. I will never fly US Airways ever again--and I fly a lot. The operator I spoke with could not have cared less. This is very disturbing to me as there are a lot of people out of work that would love to have this lady's job and probably treat someone with respect.

Fast forward, I landed in Detroit from Boston and lo and behold, they don't have my bag. Keep in mind, I am on a business trip and I need clothes to see clients. I had a meeting 2 hours from when I landed. First, they told me to file a claim and they will get the bag for me. So I have to go shopping to pick up some clothes for the client meeting. I called to check in to see if they have my bag and now they can't find it. AND they said they will only reimburse me for the clothes purchased if they find my bag. If they LOSE my bag, they won't reimburse me and will only pay me the amount of the contents in the bag. ONLY with receipts. Wait, how does this make sense? If I bought my sunglasses, clothes and shoes about a year ago, how will I still have these receipts? So not only will US air lose my bag, but they won't pay for it either? How the heck do you guys stay in business?

1. Nobody cares and didn't let us go through security with the stroller. Had I known it before I bought tickets, I would have flown Aeromexico or Continental via Houston.

2. Nobody cares. I had to check the stroller but I couldn't find the person who check my bags so nobody was able to do it, requested a manager and they said it wouldn't help.

3. My seat assignments were taken away but I am not going to complain because it was not the first time and nobody cares even when I had the paper with the seats, they sent us to the last row.

4. Please go to Mexico with kids, gate 36 without strollers or just ask. It's about 3/4 of a mile and nobody cares.

5. We got there finally dead tired and guess what, how the hell did they leave the car seat and not have one to replace. Leave the bags, not the car seat.

6. Two days to get it, and of course we miss our flight next day.

7. Cancelled flight on out way back.

Just ridiculous. Just wanted to let somebody know because I fly way too much and with this experience, I am going to report to the BBB and try something without wasting so much time because nobody cares.

I felt forced to fly and as a result, experienced uncontrollable crying, shaking and chest pains the entire flight home. It was very embarrassing and emotionally disturbing. The woman who assisted the previous evening with transportation was rude and unsympathetic. I love to travel and this experience has caused me to never want to fly again. I was afraid for my life. Regardless of what the news said, I was on the flight and witnessed scared, injured flight attendants (the very people who were there to make us feel safe) and heard the voice of an uncertain pilot. I feel like I should be compensated for my experience or at the least, receive a refund for my returning flight because of the trauma associated with the ordeal. I would have rather taken a car or train home and the attendant was unwilling to accommodate me.

I feel like a better job should have been done to accommodate our emotional distress. Instead, we were treated as if we were the cause of the problem. We were given a hotel to stay for the night with no luggage or toiletries. I had to go out visibly upset and still crying and disturbed from the ordeal and walked from the hotel to a nearby Walmart to purchase clean clothing, undergarments and toiletries at midnight, yet we received no compensation. This is unacceptable.

We were told to go back to the ticket counter and have our flight rescheduled. After waiting in line for several more hours, we were told that we had to fly to Philadelphia US FLIGHT 1586 and then fly out to Jamaica the next day. While waiting for this flight to Philadelphia, we were told it was also delayed. At about 12:30 AM, Saturday August 6th, we were boarded on the plane to go to Philadelphia only to have the plane pull out from the airport about ten feet and stop.

We were then told that the fuel pump on the plane was bad and we had to wait for the maintenance crew to fix the problem. By the time we got to Philadelphia, 3:30 AM, we had only a couple of hours before our next flight, US FLIGHT 857, was scheduled to fly us to Jamaica at 7:55 AM. Then this flight was delayed because we had to wait for a flight crew fly to be flown in from Washington DC to fly the plane. After losing a day and a half from our vacation, we landed in Jamaica totally exhausted and that pretty much ended that day. Therefore, we lost two days of our vacation. So instead of having 5 days in Jamaica, we had 3 days. Then on our return flight, US FLIGHT 1047 from Charlotte to Kansas City, our luggage was lost and we came home without anything.

I called on February 24 in the afternoon and asked for Mary **. She told me that she would work on it and would give me a call. This went on for 2 weeks until I got a little upset about the situation and asked to speak to a manager. I spoke to Robert at Boston Logan Airport on the phone and he told me that he would get on top of it right away and call me. I got a call from Mary ** 2 days later telling me that my bag was nowhere to be found and that she was going to give a claim number ** and to call ** to file the claim; but I had to wait 48 hours to set the claim.

I did as instructed and it is now March 23, one month. I called and they told me that they were going to fax me a sheet and to list what was on my bag. I faxed it the very next day. I kept calling every week, all you guys said was that it would take 8 to 10 weeks for the process. I then got a letter in the mail telling me that you people weren't going to pay for my bag because the claim wasn't in the computer on the day it was lost. It is not my fault that the girl in Boston didn't do her job correctly and now, I'm paying the consequences. I had all my personal stuff in my bag and I gave it to your employees. You guys lost it and then you are telling me that you're not going to be responsible for my bag.

I have sent letters to your baggage department and they didn't respond. I called on August 9 and spoke to a manager and her answer was that you guys will not be paying for my lost bag. I think this is extremely irresponsible and unprofessional. I have called every department and no one wants to help me out. It has been 6 months and I haven't been able to replace my items because I don't have the money. Please help me and tell me what I'm supposed to do. I would love if someone can call me personally and tell me who is going to be responsible for my bag.

Alba **

We couldn’t reschedule because we had to check the hotel, husband, dog sitter and et cetera to change our itinerary. However, when we tried to re-book a few days later, the price had gone up. They refused to honor our original fare. To add insult to injury, they also tacked on an additional charge. It is for having to book via agent, instead of online because the online site couldn’t enter seat assignment!

Then it was delayed again to 3 15p and then again at 3 41p, causing us to miss our flight in Phoenix. The only offer we could get was to take a red eye flight tonight in Phoenix at 11 39pm. This was a great inconvenience, especially after paying 1117.00 for airline tickets. I would like to be compensated in some way for having to pay for a shuttle to the airport only to spend countless hours in a place with very limited things to do.

Another man asked if we needed help, we said "No, we were being helped," but the first guy never came back so we stopped the second guy again and said Can you please help us?" He said, "I asked if you needed help and you said you were being helped. Would you want to stay out here all day!?" He then pointed for us to go inside. We then headed inside to the baggage check in where the lady said, "You are 5 minutes late to check this bag in for your flight. You cannot get on this flight now, I will put you on standby for a later flight."

Our flight wasn't scheduled to leave for another hour. We waited at the terminal for the second flight which was 7 hours later only to be told that there were not enough seats and there were no more flights to Indianapolis. We had to stay the night at the airport hotel and wait again for a flight at 8am as a standby. I asked the lady if we can be guaranteed a seat. I offered to pay extra; she said "No more I can do".

I didn't think we were ever going to make it home. My mother and I both had to miss work, we are both nurses and it's not easy to fill our places at our jobs. I work in a respiratory rehab unit as the only Registered nurse on my shift. They also sent our luggage on the first flight we had been made as a stand by. So we were left in Miami without any clothes. My medicine was in that suitcase and my mom's CPAP machine to help her breath at night due to apnea.

We boarded the plane as scheduled and taxied to where we would take off. After a long delay, the pilot announced that the flight will no longer go to New York that night until the following day. The pilot told us that the New York airport had no space to accommodate his plane. We also heard other ground sources that the aviation staff were on strike. Not sure of what was the actual cause of the aborted flight.

We all returned to the Raleigh/Durham Airport checking desk and rebooked for the following day.

The problem: We explained to the manager on duty that we are from Jamaica and would need hotel accommodation and dinner. The manager said he had checked from all their hotel partners and there was no vacancy. So I will need to sleep at the airport with my wife. It was unbelievable and embarrassing that I should be thinking of sleeping at the airport with my family.

Unfortunately, we have never been to Durham and we do not know anybody in town to come for us. At this time, it was about 11.30PM. We went to the information desk downstairs and were told of a hotel in town that sent their shuttle to pick us at the airport. We finally passed the night at the hotel at our own expense.

It was flight #1921 that departed Charlotte, NC to Jacksonville, Florida on Friday, August 5, 2011 at 9:45PM. Upon exiting the airplane, the mother questioned the flight attendant's outburst. She, too, was verbally abused and yelled at to get off of the airplane.

We were fortunate to be on this flight after long delays and cancellations, but what's unfortunate is that the flight attendant took out his frustrations from his day on my nine year old son.

The last shuttle to the hotel left by the time the flight arrived. We had to take a cab and pay without any pocket money (had to convert dollars to pounds). We also had to buy dinner (kids were hungry).

When we arrived at the hotel, there was a huge line of AA passengers (apparently AA sent several of them to the same hotel without realizing that they didn’t have rooms). After standing in line for 1 hour while the hotel tried to contact AA (no one at AA was available to resolve this), we were told that no rooms were available so we stayed in the lobby the whole night. There were elderly passengers and kids, too. We want to be compensated for the utter chaos and confusion and inconvenience. I submitted two complaints and so far no one from AA contacted us.

I got into an assisted wheelchair at London Gatwick International Airport, however I was dumped in these seats in the departure lounge where I could not get to the toilet or even get a drink. I was given this bleeper and told to put it round my neck. Nothing like showing the world who is disabled. Anyway, I nearly missed my flight; this was because I could not move from where I was dumped without a wheelchair. If it was not for a member of the public, I would have been still sitting there after my plane had taken off. Anyway, as stated, a member of the public went and found someone working for US Airways. Then after about 10 minutes, a member of staff for US Airways came along with an electric cart. She just told me to climb on board, completely ignoring my disability. She asked me why did I not go and ask a member of US Airways in getting me to the departure gate. I told the lady that I have severe problems with my mobility. She then just dumped me at the departure gate. She claimed that she would be back with a wheelchair, however she did not!

I was then told that I needed to get on the plane. I told the US Airways staff that I have mobility problems. I was then told that if I did not get on now, the flight would leave without me. I had to go through the pain barrier and stop every 2-3 meters; I was getting some really nasty looks from the staff. I thought to myself, would they be like this if they or a member of their family were disabled? I thought that this would be a one off event. Well can you believe that this also happened at Charlotte Airport and at Sky Harbour, AZ? Can you believe it that this happened on my return to the UK? This time, I flew from Sky Harbour Phoenix, Philadelphia Airport and at London Heathrow Airport. Now you may think that was bad enough service, however things get worse. I was treated like a third class citizen. Correction, the staff made me feel like disabled persons should not fly or indeed, disabled persons should not be seen at all!

While I was traveling from London Gatwick to Charlotte, NC, USA, I had to take on board my medication. Now on the whole, the medication I was taking with me was medication you could probably get over the counter. However, I take a drug that is in the same class as Heroin and Cocaine. The medication was Morphine. Now the only persons who can carry these or deal in these are fully qualified Doctors, Head Licensed Pharmacists and obviously the patient. When I got on the plane I was given a bulk head seat as this gives you more legroom. Now I had on me my personal bag which included my medication. This is when things started to go wrong. One of the cabin crew came to me and said that I had to put my bag with my medication in it above in one of the overhead lockers. I said to the person that I had a letter from a Doctor stating that I had to retain the bag with me due to the contents. Anyway at that point, other people were now boarding the plane. Numerous people over heard the conversation between the cabin crew member and myself. All these people heard that I had Morphine tablets in my personal bag. Well moving on, the cabin crew took away my personal bag with all my medication against my wishes. Now you would think that they would put the bag where I could keep an eye on it but that was not the case. The cabin crew must have thought it was funny that they put my personal bag half way down the plane. I could not see my bag at all. Now this is the only time that the bag was out of my sight.

When I eventually arrived at my final destination, I noticed that the bag with my medication had been turned over. Now at that point, I thought that things may have moved due to traveling. I was not thinking any more about it until I came to opening a new box of my Morphine medication. That was just about three weeks later. I looked through my bag thoroughly, however, over three weeks supply of my Morphine medication had disappeared. My other medication was all there, it is just that there were no Morphine tablets. Now, the only time that the bag was not with me or out of my sight was on the flight with US Airways travelling from London Gatwick, UK to Charlotte, North Carolina, USA. Because I require this medication and the fact that I could not get any more from either the UK or the USA, the only thing I could do was to cut short my six week stay. I take the Morphine to ease the pain I get from having Degeneration of my L3, L4, L5 of my Vertebrae. Without my medication the pain becomes unbearable, however, the medication is not classed as life saving medication!

Now, I have had to pay for extra travel costs getting to and back to the airports. I had to pay for the change of flight time. In total I have lost around 300 ($450.00) in hotel charges etc. I have also had to pay 225+ ($300-$350) for the change of flight to get back to the UK. The reservation staff told me that I would get back the cost of the flight and other money I had lost when I put in a compensation claim. Well, I have sent two emails to the customer services team in which I received no response. I then found the Chief Executives contact information. I sent the full complaint with all the information to the Chief Executive's Office. I was then contacted at 11:30PM, a time that I am normally asleep. I was again contacted by a representative of US Airways. I tried to discuss with her what had happened. She said to me that US Airways staff was allowed to carry any medication. I enquired and said that according to UK and USA law, you need to be qualified to carry certain medication. This includes the likes of Heroin, Cocaine and Morphine. The lady I spoke to said that all US Airways cabin crew were qualified to carry such substances. I asked for her to send to me the qualifications that the staff had passed. She then said that it was US Airlines policy to be able to carry any medication or even class 1 Narcotics. I again asked for this to be sent to me. I also asked for this qualification that all cabin crew had to pass. Again she said that she was not allowed to send me anything, not even their own policies in regard to staff carrying such drugs as Heroin, Cocaine or in my case Morphine. Then she began to become very rude and obnoxious with me on the phone. I asked to speak to her manager but I was told that I was not allowed to speak with one. I asked to speak to another person as I wanted to escalate the complaint. I was told that US Airways do not escalate complaints. I then told her that I would be sending another email to the Chief Executive, she replied to this by saying "It's ok, if you make a further complaint, I would deal with that anyway.” So apparently even if you make a complaint against the person you are talking to, that complaint would be dealt with by them anyway. So much for having good customer service.

Anyway, I still sent another email to the Chief Executive. I was then sent an email from US Airways, this time offering $100.00 dollars. Now this was in a way of a voucher. This meant that you had to buy a full price ticket to get $100.00 dollars discount. Now this only works out to be around 60.00. I think that this is a joke – a complete and utter derisory offer. For the money I have lost and the extra charges I have been charged, I think it is a disgrace. To add to this all the stress and anxiety that this has caused, I feel fully aggrieved!

Now I was just about to send back an email when I received another call from US Airways. This time, we went through what had fully happened. Then they tried to say that they had lost all my previous emails. Then after me saying that I can re-send all of them, my emails re-appeared. Now for some reason, they could not find any fault with their service. Then I said that the disappearance of over three weeks of Morphine with a street value in the USA of around $3000 was according to them no big deal. I am sure the Federal Government in the USA would not take this stance.

I find that US Airways had changed their tack. They asked me to go to the tools management of US Airways baggage and luggage liabilities. They now claim that even though my medication was stolen while on board a US Airways flight, they were not liable. I asked them why, they said if you look at the exemptions, there is a part that US Airways will not pay for lost or stolen life saving medication. I told them that my medication was not taken for a life saving condition. The US Airways representative then tried to claim that all medication was regarded as life saving. So, if we take a headache tablet, that apparently is classed as life saving medication. I am sure that a court of law either in the USA or in the UK would disagree with US Airways definition of the words life saving medication. I use Morphine as a medication to ease the severe pains I have due to my disability.

All I want is to be treated fairly and to be reimbursed for the loss of three weeks of my vacation, the extra charges I incurred for changing my tickets and my additional travel costs. Also to be given as a gesture of goodwill some form of compensation for all the stress and anxiety that I have had. I believe that I have a case against US Airways as they have not followed the regulations set down in the Montreal Convention.

I think, or correction, US Airways thinks that they can do whatever they want. They seem to be able to make up rules and regulations as they go along. They are the only people or indeed organization that thinks that all medication is used for as life saving medication. I have five hospital consultants and I see my own doctors and all would state that Morphine is not used as a life saving medication. Morphine is used as powerful pain reliever. I really need someone who will look into the problems that I have had with US Airways. They seem to think that because they are a very big organization, they can just walk all over customers. I just want to get this situation sorted in an amicable way. I had to pay the change of flight charges, all other travel and all out of pocket expenses with my Visa card. I am now getting charged interest on what I had to spend to get me back to the UK. I am not supposed to get stressed out as I do suffer from Tachycardia. Unfortunately, all I have had is the stress and anxiety with this situation.

Just to keep you updated, I have received another email from US Airways, now claiming that I have not complained before and that I had not told them about the stolen medication. I think that they are going to do everything they can to stop me from making a claim against them. I also think that when a company or an organization calls their customers liars and then start to lose the customers paperwork, they stop being professional and that they manipulate the situation so that you become disheartened with carrying on your complaint. I may be disabled but I am very much focused and I know that eventually the truth will prevail. I do think it's amazing why companies go out of their way to stop customers from getting what they deserve. Unfortunately, this is the case with my complaint. The company also thinks that there are no regulators, so they seem to think that they are invincible and when it comes to rules and regulations, untouchable.

This is why I am now coming to yourselves and hopefully US Airways will listen to you more than they ever did for me. All I wanted was to be treated with respect and that the company looked after disabled customers. That I and my personal bag containing my medication were safe and secure and to have a hassle free vacation.

All of the above could have been done. However, US Airways failed on everyone.

I am so disappointed and so outraged.

I am currently on RR from deployment and now wil have to spend the an unknown number of days at the USO because no one is customer service cared that I was at the airport checked in but arrived at the gate at 0815 when the flight was suppose to depart at 0824, instead of any consoling words this experience started out with the staff making jokes saying, "well we dont like leaving anyone and 120 something people made it just not you." Real professional and not to mention the fact I have a limited time for my vacation they were not willing to help me more than send me to Charlotte to sit and wait for who knows when to leave. Well I know on some part this is my fault but the cold hearted non-nonchalant service which was given in this situation, with non stop regulations being stated instead of at least giving a re-assuring word just made me upset.

After a week of not hearing anything, I called back and they had no record of anything! I had to refile a claim and submit a form which I did on May 1st; the items in the bag are irreplaceable!

Now it is July 27 and we still heard NOTHING from this horrible airline. I called back; just for them to inform me they never received the paper claim! What kind of place is this? Seriously!

What a horrible experience for my daughter! Now I had to resend the claim, and wait another eight weeks! They could care less! This is the WORST airline ever!

I have never heard of such a rule and didn't see it on your website, I figured since I had already checked in online 24 hours prior, I would just need to drop my bag. I asked the attendant how late was I in getting my bag physically tagged and she told me I missed the 45-minute cut off by four minutes, and that it took 45 minutes for my bag to go from the counter to the plane.

I couldn't understand any of this at all especially since there were passengers standing at unattended kiosk waiting for their luggage tags as well. What is the point of self check-in if someone still has to tag my bag but the kiosk is unattended? So, standing in line for a second time made me miss that flight. I was put on the 6:55 a.m. to Charlotte, NC with stand-by on the 11:30 a.m. to Jamaica, which was the last flight from Charlotte for the day. Luckily, I was able to get on it. If I hadn't gotten on, I would have been stuck in Charlotte for another day and been a day late to Jamaica. Where is the logic in that? Well, I figured it was all over and I could enjoy my trip until the chaos I experienced on the way back.

Leaving Montego Bay, I couldn't find my flight reservation at the kiosk. I had to wait in line an hour to see an agent. When I got to the agent, I discovered that my reservation showed my trip to and from Jamaica for the same day. I feel confident that I didn't book it like that and maybe there was a glitch in the system. I had to purchase a one-way ticket back to Dallas with a connection in Charlotte. I could not get on the last two flights out of Charlotte because they had been overbooked so I couldn't even fly standby. Overbooked? Still doesn't make any sense.

This resulted in my having to stay overnight and leave at 7:45 a.m. on July 25. When I got to the Charlotte airport the next morning, I was observing the same thing--unattended kiosk and people waiting to get their luggage tagged. I am wondering are they missing the 45-minute baggage drop, too? I decide to stand in the Resolution Line hoping to get on an earlier flight only to have the unfortunate encounter with the worse airline agent ever.

I believe her name is Jennifer **. She is **, very short hair that is reddish in color, and she wears glasses. Her attitude and behavior was inexcusable. She was rude, short-tempered, unaccommodating. You name it, she was it. When it was my turn to approach the counter, she switched her attention to another line saying she couldn't keep track of who was on queue. The issue with that was the people she decided to assist weren't in the Resolution Line with the rest of us; they were off to the side. She also came from behind the counter and turned off some of the kiosk without announcing to those others standing in line what she was doing and why she was doing it. They were just left standing there. One poor lady had been trying to get to Cambodia since Saturday. I must say out of all airlines, there is a very strong possibility that I will not be flying US Airways in the future.

I saved a lot of money to afford it. I tried to call many times and when I checked in the computer, I didn't have any answers. PLEASE return my baggage now or at least answer me!

The attendant at the U.S. Airways counter, who wasn't exactly friendly or helpful, searched for new flights, which was a six-hour process. It ended up that the only way to get another flight was for some of us to go London for a two-day lay-over while I would spend two nights in the Brussels airport, then have another lay-over in Zurich. First, we were traveling as a group, and this completely split us up. Also, this would cut into our trip which was only 17 days long to begin with. We then tried to search for any flight where we could stay together, but the only U.S. Airways attendant decided to go home, with the new tickets already printed.

Fortunately, after another 3 hours, I worked it out with another airline and got on the same London flight as my group at the price of over $200. In London, we had to dish out money we had saved for Kenya, and use it for hotels, taxis, etc. I am really hoping that travel insurance will help with that. We eventually made it to Kenya, thanks to other helpful airlines. To top it all off, on the return home, me and another student had to spend an hour and a half in line trying to fix a ticket issue U.S. Airways had caused. The attendant had booked one of the students twice and cancelled my flight for some reason, which was eventually fixed.

Even though I had an overall great trip in Kenya, I promised myself that I will never fly U.S. Airways again, nor will I recommend it to anyone. I'm sure these issues happen often on other airlines, but I guarantee that they are more helpful and are generally faster at fixing their mistakes. I'm sorry I wasted my money and that our trip was shortened by three and a half days, but at least now I know which airline to avoid.

We waited until 6:10 before we found out it had been cancelled. I ask there so called customer service what flight we can get now, and she stated, “Nothing is available; you’re stuck here, and deal with it.” I asked if she had a list of hotels we could call, and she ask if she looked like a hotel clerk. I then asked for a supervisor and she said, “Fine, you can argue with them.” The supervisor said she would send us to Charlotte; and we have to stand-by, and told us to have a good trip.

US Airways is horrible; they are stranding people to save money on under-booked flights, and then they think it’s your problem. I have posted this on our state association of furniture travelers and buying group. I want the thousands of frequent travelers in my industry to beware of US Airways.

She refused any assistance in the cost nor did she offer any apology. She wouldn't discuss the issue further as there was a long line, only citing she had to put agents at security because of the hefty fines. These bags are carry on size bags. I have never had a problem carrying them on anywhere else, including Tulsa, where my children carried them on. What was more frustrating was to go through Boston airport & see so many other people, with IDENTICAL luggage, not checked in. Then to get to the gate and for the attendent to offer to check in bags for FREE! I had to pay an additional $50 to check 2 bags after already having checked 1.

The bags were not overstuffed or even expanded as others I saw. I plan to fly again, however, after paying higher airfare than Southwest & to check bags, maybe I should avoid American Airlines. I spent $1800 on 3 coach tickets only to have to spend $100 more for luggage.

Here's what happened: no one at DFW could help me, I left two voicemails on the Las Vegas US Airways voicemail (I have an app that I could track my iPad. It was on the plane GOING BACK TO LAS VEGAS when I was desperately trying to reach someone.) I knew where my iPad was, I could see it going back to Vegas, yet I couldn't get ahold of a SINGLE PERSON to get it or at least hold it until I could get it back.

My iPad is password protected. It was in a gray case, with a pink top. I have sent it messages so when someone sees it, it has my name and phone number to contact me.

I wasn't allowed back on the plane to get my iPad and now I can't get ahold of a SINGLE SOUL who can tell me what to do. If I was allowed to go back and retrieve it, I would have.

I was flying US Airways for a work trip (conference) and I usually fly American. I'm a Texas girl and had a loyalty to AA since they are in Fort Worth but someone I trust flew with you to Vegas recently and said y'all were great, on time, friendly. So far, I haven't seen any of that. And yes, I can still track my iPad.

I need some sort of call, response, help. Your policies stopped me from getting my iPad back right after I exited the plane, when it was still on the tarmac. Now I can't get anyone to call me back. If I can't get a call back, I will let my friends on Twitter, Facebook, my company, and my entire network know how little US Airways cares about their customers once they are off the plane and not spending any money.

HELP.

The American Airlines agent asked me to go to the DTW airport and collect the refund. At the airport, an American Airlines staff gave me a "lost ticket application" and asked me to send it to the refunds office at El Paso, Texas. I did that. On April 17th, the online status of my refund application changed to "processed refunds". Upon inquiry with customer care, they told me that it will get credited to my account, which didn't happen until now. On 05/10/2011, I sent a complaint to the customer care office of American Airlines. On 05/19/2011, they asked me to send another request to the American Airlines office at Fort Worth, Texas (which is under process now). On 05/31/2011, customer care told me that they will process the refund in 6-8 weeks. It’s been 4 weeks now. I have no idea what's happening. It’s been more than 6 months the money has been stuck with them and $1450 is a lot for me.

I inquired about rescheduling for another flight and was immediately told there was nothing available. I inquired about partner airlines, again nothing. After asking for a supervisor, I was finally transferred and again nothing was available and neither representative took any time to try to look for any accommodations for me. I then called the various airlines myself and found flights from Southwest Airlines.

This last minute flight cost $1753.60 a considerably large difference from the $881.60 that I paid AA. However, I was not given any real choice since my other reservations for a hotel and Disney park fees and dining plan were all booked and based on my arrival on Friday, May 27th. In addition to this increase in flight costs, we forfeited one day of Disney park fees and prepaid dining plan for the 4 of us and were also forced to rent a car since the free Disney shuttle is not available for flights arriving after 10 pm.

Even when passengers are asked to volunteer to give up seats on an overbooked flight, they are offered $300 travel vouchers and given a seat on the next available flight. We, however, were not given any consideration whatsoever. I do not believe that a refund of my purchase price that I paid almost 2 months ago is fair compensation, especially considering all the additional costs that I incurred due to American canceling my flight and refusing to put my family on any other.

I ring the bell for 20 minutes a young man came out of a back door to assist me and I ask for boarding pass to get on the plane, he went and got the supervisor Ms. Diane **. She yelled and said you are late and when back into the office and continued boarding the passengers on the plane while my family watch my plane go up in the air and I stand in the terminal. The plane didn't leave until 9:40am I became very upset. I look on the board and so that it was a flight going out to Philadelphia at 3:18pm. Customer service didn't even offer me to catch that flight. I was told there was no flight.

I went home and looked on the web and there as was a booking for flight leave out of Tweed at 3:18pm. I contact US Airways customer service, the young women over the phone told me Tweed airlines mark me as a no show in, I would have to pay $150 plus 25.00. I wasn't happy at all. I told them I was standing in the terminal. I called customer service again because the importance of getting to my destination today. They provided me a credit with the additional $175 in order to get on another flight in which I don't think I should be held accountable for the poor service Tweed Airlines provided for me. I hope Airsafe.com can help me. US Airways requesting to pay $175 and it cause me emotional distress. The ability to travel that one day June 25, 2011.

I asked Nasrin (US Airway employee) for help and I was told that she could not help me because she had to deploy the airplane. A ** female traveling with her son walked up and asked for help. Nasrin got her information to help her. I watched her get the information and then she decided to get my information. Another ** male walked up for help and I realized that Nasrin had already helped him because she had his paperwork. He was waiting for her and she did not want me to know she was helping him. I asked for her supervisor, Joy from Customer Service. Joy was also unconcerned with getting help for me but in a rush to help others.

I should at least have been able to stay in the secure part of the airport. I had no place to stay and no food to eat. Even the other male customer was concerned with his safety of staying in the unsecured part of the airport and no help from US Airways. Safety was not an issue or concern at US Airways. I will be putting this on Facebook to let other customers be aware that safety is not an issue at US Airways. After getting my boarding pass, I was told to go to international part which I was not aware of that it would not open until 5:30 a.m.

I saw the same customer and her son walking out of the secure area and she asked me why I was waiting in that area- she was told to go through on the other side that was already open hours ago. She told me I was getting the runaround all the way. I was discriminated against in every aspect and this is 2011 and your employees should not be discriminating against ** and disabled customer. My appointments were missed due to late arrival from US Airways. I missed my flight and was treated unfairly due to my skin color. I should have been given the same information as **.

As it stands, I paid over $210 for 3 bags on March 18, 20011 at the Detroit Airport. AA has offered little in the way of corresponding and is not efficient. Douglas credited me for one of the $25 baggage charges not the $135 I wanted reversed when I realized the punitive charges. It's quite interesting that AA wants paid at the moment of a reservation but simply cannot issue a refund without sending the customer on a very long goose chase. See below. I have made many attempts.

So I was shocked to see American, at the security gate, turn me and at least 5 others away because of bags that were "too large" for carry on. It's called fraud and anyone who has had this happen needs to file a compliant with the Consumer Protection. Many do not know that if you have a legally compliant sized bag, you do not have to pay to have it checked. They need to allow you one carry on, or check it without a fee. I have reported this and it needs to stop at SFO. They are obviously earning a lot of extra money and are not following the same rules as other airlines. They aren't following the law.

I called the 800 number and spoke with someone in another country. He said that he could book the travel for some amount over $700. I asked to speak to someone who could book the travel for the quoted $488.80. After some hedging, he transferred me to a native English speaking person. I explained the problem to her and asked that my reservation be completed at the quoted rate. She said that if I changed the time of the return flight, I could get the $488.80 fare. I said "fine." A minute later, she was sorry but the fare would actually be over $600. I pressed for the quoted fare but received no satisfaction. I told her that I felt that this was a case of bait and switch. I sent a complaint to USAirways through their online process. The complaint was treated as an opinion and there was no offer of restitution.

I called the reservations person and was told to save the car rental receipt to finish the trip and contact the consumer care department of US Airways, but there isn't one. I can only send an email over the Internet and they will allegedly get back with you in 4-6 business days. I called the HQ in Tempe and the rude receptionist refused to give out information, saying that they did not have a phone number for customer care and just kept trying to give me the Web site. I called back and asked for the legal department and got a voice recorder for a "Cathy." My question is, is this a sham corporation or a real airlines?

I did not stop to obtain the name of the person at subject of this communication, so I apologize in advance for my inability to provide the full details of the issue. I'm sure this is not the first complaint about this employee; however, I have no doubt that you will in short order identify her. I have never been so aghast or repulsed by a flight attendant's performance and do fully expect that this complaint will be taken seriously. The flight attendant was working flight 1480 from Charlotte to Detroit that was scheduled to depart at 4:27 PM and is thin with short blonde hair, approximately 45-50 years old.

I was seated in 11C, just behind the emergency exit rows as the safety speeches were underway. The flight attendant going through the explanation of the duties required for seating in these rows was standing in the aisle two rows in front of me, asking all to affirm that they understood and agreed, asking that they respond with the statement "I understand". The gentleman in 10D said "yes" rather than the required statement and the flight attendant's behavior became shockingly demeaning. She told him that she needed him to say that he understood and he responded that he understood, at which point she leaned down in front of him as one does with a naughty toddler and said to him loudly, "Then what did I just say?" Looking at her in disbelief as she launched into a loud and indiscreet lecture over the necessities of his seating, the gentleman was quite visibly embarrassed. She then asked if he would like to be moved to another seat, to which he responded no, that he liked the leg room (in what appeared to be an attempt to diffuse the situation with humor) and she responded with more public lecture.

She then came down the aisle to me and said "Push your bag completely under the seat in front of you". I pushed the bag the required inches from its original location and quipped to the man seated next to me (who had been equally appalled at her behavior) that three inches will make all the difference and reopened my book. The flight attendant bent down, placing her head between my face and the seat in front of me and said "What did you just say to me?" Shocked at her confrontational behavior and invasion of my personal space, I repeated what I'd said to the man next to me. At this she began a lecture about the space and an accident, to which I said "Yes, yes, I understand".

I was trying avoid the same extended public shaming delivered to the man in front of me. She then stood up and pressed the call button, interrupting the other flight attendant in his safety speech, making her threat to remove me from the plane very clear. In my utter horror and surprise, I said "really"? The idea that I was about to be removed from the plane and probably arrested for making a joke about the effectiveness of three inches in saving my life during a plane wreck left me astounded. Was this really happening? She looked back down at me and said, again loudly and as if I was a school child being reprimanded on a playground by a nun, "Are we going to have a problem?" I responded that I just wanted to read my book. I know by this point my face was burning red with mortification and my only goal was to end the harassment. The people seated around me, to my left, behind and across the aisle, all expressed the same incredulity as soon as she was safely out of ear shot. No one wanted to place themselves in her sight.

I fly on a regular basis and I have never been chastised or threatened with removal from a plane. More, I am a paying customer who did not deserve the treatment I received on your flight. If any of my employees ever treated a customer in such a way, he or she would be terminated with prejudice on the spot. I am still quite beside myself and frankly furious. I tell you now that if I ever see that woman working a flight on which I am scheduled to fly again, I will immediately disembark and find another carrier, knowing that US Airways allows their employees to indulge in pointless power trips, to disrespect and publicly demean its customers. Today was completely uncalled for, utterly unacceptable and I would rather pay much higher prices at Delta than ever subject myself to that again.

I would recommend that you reach out to the man seated in 10D and apologize. He was also humiliated and did not even crack a joke to bring this degradation down on himself. I am quite sure that he also is furious.

The flight was to depart from Ontario at 6:30 a.m. on 5-29 with connections to Phoenix and Chicago (ORD), however, when he and his mother arrived, they were told there would be a 3 hour delay as the crew needed to take a mandatory rest period.

The agent rebooked their flights, however, made the mistake of separating them onto different flights, something they didn't discover until I was talking with him about other flight options. Besides that, the agent rebooked my husband to fly into Grand Rapids, MI, which he didn't realize until I began to look online for other flights that would put them into SBN at a reasonable time.

I contacted US Airways to see what other flights (US Airways or other airlines) and was told there were none available until the next day. I then searched for flights online myself and immediately found a flight through United (though it was listed as through US Airways) that was a much earlier flight and would get them into SBN close to the original time.

I contacted US Airways to verify there was room for at least 2 on the flights (each connecting one) and was told there was, that my husband just needed to call the airlines and it would be rebooked for him. Since he was at the US Airways main counter in ONT (because of his and his mother's flights having been separated), he asked for the agent to book them on the flights I had just verified. There was plenty of time, almost 45 min. before departure, but the agent refused to rebook because they 'needed' to be there at least 45 min. before the flight and it was in the United terminal in the other building. This is ridiculous. The airport is small, it was early in the morning and there is no reason she could not have contacted the gate to notify them of the passengers and have a shuttle take them (they had no bags checked). She simply refused.

They were finally rebooked so that they would be leaving Chicago on flight 7240 at 10:37 p.m. and arriving in SBN at 12:15 a.m. the next day, instead of the original flt. 7236 arriving at 5:01 p.m. in SBN on the 29th. Then on top of having their flight booked for so late, it ended up being canceled from Chicago to SBN for no reason. We were very close to the SBN area and then ended up driving into Chicago anyway because of their late arrival time and there was no weather to speak of.

If nothing else, I am asking that their last leg that was canceled would be refunded. My daughter and I had a flight booked for the prior Friday from Chicago to SBN and it was canceled as well for no reason. We are receiving a refund from US Airways. We expect the same on these tickets. This is totally unacceptable for US Airways to operate like this--in speaking with a number of people who have flown that same leg, apparently the airlines frequently cancels flights from Chicago to SBN for no reason. It seems the airline figures it will make money in the long run because the few refunds you would need to give from those who ask is outweighed by the money you make from those who don't know they should ask for a refund.

The last portion of the trip needs to be refunded, and if the airlines is one interested in caring for customers, there ought to be compensation for the repeated incompetence my husband and mother-in-law experienced with the rebooking and refusal to book the other flights, the errors made and the failure to book onto earlier available flights to begin with.

As a loyal customer to AA, I was disappointed by the two varied reports on the policy by the disrespectful, curt response I received from the Platinum reservation desk, and by the thought that I will loss over the $1500 credit due to an employee’s incorrect interpretation of the policy. I requested an exception to extend the credit if purchased by July 5th as planned as was promptly denied via form email from customer relations. No discussion or consideration. In 2010 I spent over 20k in air travel and flew with AA nearly exclusively. Had I known to use the credit early, I wouldn't have saved it to recreate the family vacation missed in 2010.

The simple extension of credit and being treated respectfully is all it would have taken to retain my business--a mutually beneficial action for both AA and me. Now it's time to select a new air partner - which isn't ideal for either of us. AA had an opportunity to do what's right for a loyal consumer and completely missed it. So sad. I lost $1500 due to variance in AA employees' view of ticket credit policy. Lost notable hours and endured stress from disrespectful telephone and online support.

That plane was prepared and we boarded. However, after what I think was a flight attendant complaint, we were told that a fresh flight attendant crew would have to be retrieved. So we had to wait one hour so the new crew could get here at the PHX airport. So we sat in the plane. It did look like the Captain was pissed but he did look like there was nothing he could do about it. After the crew arrived, we took off three and half hours later. The engine trouble I get; the flight crew balcony is unacceptable. If I did that in my job, I would be fired.

Not only was she rude, and rushed us, she totally forgot to confirm the new flight and to send the confirmation.

Secondly, she wouldn't budge in accommodating him to make his specified time in Texas, nor would she budge in providing him an incentive for AA's and her own lack of providing true customer service and their "not a care in the world" attitude.

The next morning I drove him to the airport to find out that his flight was delayed! He once again asked him how they could accommodate his flight partner and others, while they can't move even one of their lazy fingers to accommodate him. Once again, they're so useless, they couldn't do anything else. They finally got him transferred to a flight by Air Canada, which caused him to take a 1 hour and 45 min taxi ride from the airport to his destination. At least, they could have compensated him for the taxi ride!

American Airlines better get their act together, or else they're just waiting for a bad press release to happen and for them to start losing customers.

Firefighters are here to save lives and this is how they are treated. American Airlines sales reps and service is of poor quality. The Sales rep lady was disrespectful, rude, and lazy! American Airlines are money grabbers and are too lazy to compensate their passengers for their mistakes and problems.

We are very disappointed, frustrated, and angry with this airline. Never again will any of my family or friends be traveling via American Airlines. Word has already spread!

I have a friend named Sheralee and her son named Derrick, who have no other family and have considered my mother their mother/grandmother figure for about 15 years, that live in Phoenix. She does not have a car, so she didn't have a way to get down to Tucson for my mother's memorial service. So I thought about it and since my flight went through Phoenix, I figured I could just not catch my flight from Phoenix to Tucson and rent a car from Phoenix instead. That way I could pick her and her son up to go to the memorial service in Tucson. That worked on the way there, but on the way back is where the emotional hell began.

On the morning of Monday, May 16, I called US Airways to see if I needed to do anything special since I would not be on my flight from Tucson to Phoenix, instead, just catching my flight from Phoenix to Charlotte, since I was returning the rent-a-car in Phoenix. When I called, the operator told me that my flight would be canceled if I didn't catch the Tucson to Phoenix flight and I could maybe call Orbitz. I was getting really stressed out because this would mean I didn't have a flight home! So I called Orbitz and spoke with a lady named Sarah. She was nice enough to listen to me and try to call US Airways on my behalf.

Ultimately, US Airways, was not willing to work with her, but told her I could reissue my ticket for a $150 change fee and the $1300 on the fare. On a round trip ticket that I had already paid $400-plus for. So at this point I'm hysterical. It's beginning to sink in that I may be stuck in Phoenix. I had about $350 between my credit cards and cash, but certainly not $1300. And the one person I could always call in emergencies, my mother, was dead!

At this point, the thought of being stuck in Phoenix (at the airport with no car and one car-less friend) was making me cry so hard I couldn't even breathe! I had no other choice but to keep trying. No one at US Airways was willing to help me. I pleaded with them through the tears, wasn't there anything they could do to just allow me to catch the portion of my flight that I paid for, from Phoenix to Charlotte. I wasn't asking for an upgrade, I wasn't asking for a different flight, I didn't want anything more than to get on the Phoenix to Charlotte flight that I was already booked to be on. Again, no one would help me. They just kept saying there's no way to make it happen.

My question/concern, is that computers are running huge corporations, that have used public tax money to bail themselves out of their mistakes, for many, many years. Why was there not a person that could judge my story with compassion? No one at US Airways cared. No one gave a damn that I was stranded in Phoenix with only $350 to my name and no car, even though I did have a flight from Phoenix to Charlotte. No one to say that hey, while I did make some mistakes, US Airways was not so heartless as to stress out someone who had just lost their mother. What if this was your sister, your mother, your daughter, caught in a bad situation, just wanted to catch a leg of a flight they had already paid for? What if this was you? If US Airways would treat me this way, they will treat all of their customers this way, even though they've used public money for years to correct their mistakes.

I finally calmed down, accepted the reality and started looking online. Delta had a one-way ticket out of Charlotte that I could afford, which I bought (from Phoenix to Charlotte, with a layover in Atlanta). When I printed my Delta boarding passes, the computer told me that my flight from Phoenix to Atlanta would be delayed, getting me to Atlanta only 5 minutes before my connection flight to Charlotte left, which would force me to spend the night at the airport to catch another connecting flight.

Realizing this, I spoke with a nice gentleman at one of the counters and explained the situation to him. Delta had no room on any earlier flights to accommodate me, so he apparently called US Airways to ask if they had a seat open on a direct flight from Phoenix to Charlotte. Oh the irony! They did. The gentleman at Delta, was then able to change my flight to that US Airways flight that left at 1:45pm and got to Charlotte at 8:44 pm (Direct).

I realized then, for sure, that US Airways was heartless! Computers have overruled any human compassion at US Airways. You or any of your viewers could have a similar experience at US Airways. Already in high-stress mode because of my mother's death, my experience in dealing with US Airways took it to the top! I want to know why they wouldn't allow me on my connecting flight. I made a mistake and in my grief, did not read the terms and conditions, which stated my flight would be canceled, I was worried about finishing my mom's memorial service program which I was designing, and the fact that I would never be able to talk to her again! Was my mistake so bad?

But US Airways, who has used the American people to finance correcting their mistakes, would not allow me a pass for something that was an honest mistake but couldn't be fixed on my part. Had I realized the consequences, I certainly would have just used my ticket as issued so I wouldn't have had that stress, but I couldn't go back in time to change it, I just needed someone to care and help me fix the issue without having to pay $1300, which I didn't have and couldn't get. I just needed a compassionate person at US Airways to forgive my mistake and let me catch my flight out of Phoenix, but that didn't happen! No one offered me a chance to fly standby, to work over-ride the computer or even to talk to someone that could allow me to use my seat on the flight I was already scheduled on from Phoenix to Charlotte. They offered no solution other than to pay $1300 plus change fees or find a way back to Tucson and buy a new one-way ticket to fly out the next day!

Not only has US Airways used the American people's money to fund the corrections of its mistakes, it has a hub right here in our community, but has proven, from my personal experience, that it doesn't give a damn about its consumers. This experience has been one of the most stressful and emotionally/mentally draining that I have ever had, compounded by the death of my mother.

When I returned home to unpack, an extremely expensive hair product I had purchased was crushed despite the rolls of bubble wrap I used to secure it. The employees at American Airlines must have been extraordinarily rough in handling the bags because I have traveled with this product before and never had this happen. I understand that airlines are not liable for damaged items inside the suitcase, but this is just an overly gross and careless handling of people's things.

We had the very unfortunate luck of being on the plane, waiting to back away from the C8 gate, when the tornado struck our plane, in addition to bags, debris, a large metal bag carrier, and anything else that the wind picked up at the time. After a few terrifying moments, we were emergency evacuated from the plane and told to leave our bags behind. Upon re-entering the airport, we couldn't believe the devastation in the terminal: the water, the broken glass, the stunned adults roaming around. It's amazing that nobody was hurt and I thank God that it wasn't worse.

After being released from the airport, we firmly believed, and were told by several AA officials, that all of our bags would meet us at our final destination, so we redirected our flight, packed a small backpack for a change of clothes, rented a car and drove through the night to Memphis for a new route. Once we were in Jamaica, we were told yet again by AA officials that our bags would come shortly and called twice a day to confirm. Every time we called, they told us our three bags were arriving on the next flight. Our check-in bag finally did arrive. The night before we left at 9 PM we had enough time to have to pay to check it again and we eventually found out that our carry-on bags never left St. Louis so we ended up picking them up on our way back through. Since we were told that our bags would show up, we never bought new clothes, and ended up missing out on quite a bit of our trip: all of the restaurants we hoped to attend had dress codes; we eventually ended up purchasing swim suits on the third day, no tennis shoes; my husband ended up getting burnt because his medicated suntan lotion was in our suitcase; no bath product, no hair product, no makeup. Needless to say, we were ready to come home by the end of it.

In addition to all of this, we paid an additional $250 for a rental car to Memphis and we were unable to receive a refund for the $120 hotel room for our pre-booked overnight stay in Dallas. I know this is a sob story, and I don't expect a full refund for any of the items above. The reason I'm writing you this letter is because the one vacation that we will remember the rest of our lives turned out to be the worst experience in my life. We'd love to plan a honeymoon redo, but, like most newlyweds, spent a significant amount of money on this trip, in hopes of the "trip of a lifetime".

Both my husband and I are AAdvantage Members. I've been a member since 2006, and he's been a member for quite a bit longer than I; we both travel a lot for work. American has always been my preferred airline for travel, but the way that this natural disaster was handled has left me questioning my choices. Is there anything you can do to help restore our faith in American Airlines?

You can cancel your whole reservation if you like, or take this. Needless to say this didn't make me happy, especially since to fly another airline would cost me a lot more money at this late date and they know it. To make matters worse, my boyfriend is arriving a week later than I will, and they also changed his ticket. But they put him on a Vueling flight that leaves Madrid at 11:40am! So I called back and asked to be put on that flight as well, only a week earlier and they said, "No, you've confirmed the new itinerary so if we could change you, we'd have to charge you penalties, and fees!"

I need to charge them! Is there a rule anywhere that protects the consumer against airlines that can change your schedule when you've already paid, and that put you at a huge disadvantage? I need any kind of help I can get on this one. I'm so angry about it! Thanks.

This specially applies when that person is supposed to report for work the next day. If my wife had been told the truth about the flight status, she would, at least have the opportunity to get another flight, from another airline. Why should she lose income from her employment, and also have to spend more money to get a place to sleep for another night, when it was completely out of her control?

But in reality, it wasn't out of your control to let them know they wouldn't be getting on their connecting flights. I realize this is probably falling on deaf ears, because I have come to understand that when it comes to business it's more about the money, and less about the people nowadays. I would appreciate a response by mail in this matter. Thanks

At that time, the flight attendant, Ms. Sheila **, approached from behind and barked, "That needs to be off now!" (I note as a point of emphasis that a rather more professional and courteous reminder like, "Excuse me sir, but all electronic devices must be shut down prior to departure" might have sufficed). Stunned by her unprofessional and accusatory tone, I attempted to inform her that I had already initiated the procedure and was waiting for the device to power down. However, I was unable to complete the sentence before she snapped, "I don't want to hear it! Turn it off now! I made an announcement. You should have been paying attention!"

Recognizing that verbal communication was apparently futile, I turned the device around to show her the spinning clock (indicating that the program was shutting down). Unfortunately, her aggressive and erratic behavior continued unabated. She responded, "It should have been off already! I made an announcement. Turn it off now!" Frustrated by her irrational behavior and unprovoked aggression, and conceding the evident futility of all attempts at rational discourse, I shrugged my shoulders and responded, "Aye aye, captain."

I must confess that I was theretofore unaware of the fact that the word "captain" is a pejorative and threatening term. Apparently, however, it was deemed to be so to Ms. **, who immediately declared, "That's it; you're off." She then marched to the front of the cabin and informed the captain that he needed to taxi back to the gate to remove a passenger (I trust that you wont fail to recognize the irony in the fact that I could have simply ignored the regulation and left the device on in my briefcase and avoided the condescending grammar school admonishment for, "of all things," attempting to actually comply with the regulation)!

Lest you're tempted to conclude that I am either a non-compliant passenger who was refusing to discontinue use of an electronic device or perhaps simply a humiliated passenger who is trying to mitigate any culpability in the incident, I implore you to consider the following:

1) Both cellphone records and the device history will indicate that there were no incoming nor outgoing calls on the device within the preceding 24 hours and no attempts to access the Internet or email within three hours prior to the incident. Additionally, no other program, including music, calendar, camera, or voicemail had been accessed within days of the incident. It is therefore clear and irrefutably demonstrable that contrary to Ms. **'s accusation, I was emphatically not using the device at the time of departure.

2) Upon returning to the gate, my fiancee and I were greeted by three local law enforcement officers who, upon hearing the details of the incident informed us that there was clearly no violation on our part and that the flight attendant's actions were both inappropriate and unnecessary. Indeed, when providing a status report to her supervisor, one officer stated that both passengers were fully compliant, cooperative, reasonable, and polite. Moreover, she indicated that there was no evidence to suggest that we were acting in a manner that warranted removal from the flight.

3) Upon learning the details of the incident, all three American Eagle gate employees were profoundly and profusely apologetic to us and offered every means of accommodation in order to assist us with making alternative arrangements. Moreover, the compliance officer, Mr. Tyler **, confirmed that Ms. **'s actions were inexplicable, unwarranted and, in his experience, unprecedented.

Importantly, in a statement that sheds considerable light on Ms. **'s state of mind at the time of the incident, the baggage handler informed the gate personnel and the police officer who was still present at the time that Ms. ** was on the war path from the moment she arrived that morning and was going off on everyone before the passengers began boarding (we were unable to record this employee's name before he departed, though I trust his identity can be obtained through the duty log and service records).

4) As the incident unfolded, several passengers expressed incredulity at Ms. **'s irrational and erratic behavior (indeed, one passenger in front of us turned around and asked us if she was drunk). The speed with which the incident took place precluded us from collecting contact information from surrounding passengers.

However, I encourage you to refer to the manifest and contact the passengers in the surrounding seats (we were seated in 12B and 12C) for further statements and testimony. I hasten to add that the surrounding passengers will confirm that we remained calm and that at no point during the exchange did we raise our voices, use profanity, or refuse to comply (indeed, my fiancee even attempted to diffuse Ms. **'s aggression by politely apologizing to her for any apparent miscommunication and explaining that the device takes several seconds to power down).

5) Both local law enforcement officers and American Eagle personnel provided contact information and invited us to direct any investigating authority to contact them for confirmation of the details surrounding the incident. Accordingly, I have listed below the relevant contact information for both the American Eagle compliance coordinator and the officer in charge of the investigation.

As a 20-year member of the American Advantage program who has logged several hundred thousand miles on American Airlines flights, I am shocked and profoundly offended by the manner in which I was treated by Ms. **. Her erratic and irrational behavior was highly unprofessional, discourteous, and disrespectful. Moreover, her aggression was unprovoked and her actions were entirely without justification.

Finally, as a pilot myself, I am quite well aware of the circumstances that would justify returning an aircraft to the gate following a clearance to taxi--since nothing that took place during the above referenced exchange would be regarded by any reasonable and responsible pilot as sufficient justification for aborting a departure. It is clear that Ms. ** issued a false statement to the pilot in command of a commercial aircraft and falsely accused me of violating a federal aviation regulation when she contacted the pilot and requested that he return to the gate.

In so doing, she violated both federal law and my legal rights (this is a matter that will be adjudicated in due course in the appropriate legal jurisdiction). Her decision to remove a passenger without any reasonable justification and based on nothing more than the fact that she was apparently having a bad day is an egregious abuse of her very limited and narrowly-defined authority. Importantly, her behavior provides substantial evidence to suspect that Ms. ** is either psychologically unstable, poorly trained (recall that her job is to diffuse potential conflicts, not provoke them!), or, "even worse," working while under the influence of drugs and/or alcohol. Based on these facts, her actions warrant immediate termination.

In light of the foregoing, I herewith demand that you take the following actions: 1) Initiate a full and complete investigation of the above referenced incident and provide full and complete documentation of the findings and conclusions, as well as the subsequent punitive actions taken in order to achieve a satisfactory resolution of the grievance. 2) Cancel my American Advantage account (account number **), donate any remaining miles to a qualified charity, and cease and desist from any subsequent correspondence, except for that which is specifically related to this grievance and the resolution thereof.

3) Issue a full refund for all charges related to the original itinerary as well as those related to the alternative flights necessitated by Ms. **'s unjustified actions (as documented in the forms and receipts attached hereto). 4) Finally, I request that you submit a copy of the original incident report no later than seven days from receipt of this letter. In conclusion, please know that I am under no illusions about the cavalier and disinterested manner with which you will receive this letter nor the speed with which you will inevitably delegate responsibility for issuing a reply (if my experience with American/American Eagle over the last several months is any barometer, I suspect you've become rather well accustomed to and efficient at handling complaints from aggrieved customers). Nonetheless, please be advised that I will employ the full spectrum of considerable resources at my disposal to compel you to comply with the demands enumerated above and ensure an expeditious and satisfactory resolution of this grievance.

Follow Up: I received a letter from American Airlines Customer Service two weeks after submitting the complaint. They responded to my accusation that the flight attended issued a false statement to the pilot in command of a commercial aircraft and falsely accused me of violating FAA regulations by reviewing the flight attendant's statement and concluding that I had violated policy (Huh?).

They refused to review the police report, consider witness statements, and dismissed the statements of their own American Eagle employees who indicated that the flight attendant's actions were unwarranted, inappropriate, and in their collective experience, unprecedented (the airline claims that these statements were without merit because these employees didn't necessarily see everything that happened).

To add insult to injury, the airline declined to issue a refund for the flight, despite the fact that the American Eagle Compliance Officer on site informed us that our money would be refunded, provided the appropriate forms and receipts, and walked us through the process of obtaining the refund.

Is that even legal? if it is then, there's nothing I can do if it's not then, I want to fight it. Thank you. The interest was almost 28% and I wanted to pay it off. I finally did but wanted to have it there in case of an emergency. As a single mom I felt like it was stolen from me.

My grandson was born to our daughter Catherine, seriously premature, in the San Diego area on December 15, 2010. He hovered on the edge of death for six weeks before dying on January 26. At the time, when he was near death, my other daughter, Dr. Susan **, Virginia Beach, VA, booked flights for her and I to go to San Diego to be there on the 27th. However, we were not in time as the baby died just as we started our trip. The trip was booked through Travelocity as a round trip for both of us.

Dr. Susan ** followed her original return itinerary, but as mother to the dead baby's grieving mom, I was asked to stay and prepare for the cremation and funeral on Friday, February 4. My flight back to Norfolk was to be on the 5th. Susan had to pay you $175 to change my flight reservation. I was again charged an additional $150 at check-in, so as to be allowed to board the flight home.

Your preoccupation with squeezing as much money as possible from other people's tragedy does not engender warm, fuzzy feelings, and I suggest you send me a check for $150, and one to Dr. Susan ** for the unconscionable $175 fee she paid for me as well. Your reputation is at stake!

Once we finally arrived at Rome, a day and half late of what was supposed to be 3 days in Rome before going to our cruise, we had to still pay for the hotel night missed and for the tours that we missed. Additionally, some of our baggage never made it to Rome. It was stuck in London. It took 6 days for it to finally arrive. My mother’s baggage was damaged when it arrived but at least it was there. The cruise ship delivered to us the missing luggage in Barcelona.

American Airlines knew ahead of time that there were problems when we checked in at Las Vegas. They could have rerouted us through Miami to Rome or at very least gave us a heads up so we could make alternate arrangements and made cancellations. We didn’t get to see half of what we wanted to. What we did see was very rushed due to the time limitations as we had to meet up with the cruise ship. All I’ve asked for in return from AA is just a refund of air miles used to take this trip so we can go back and see all the sites that we missed.

The shuttle arrived and the driver was less than quick. In fact, I think we were all a hindrance in his ability to flirt with the female US Airways staff member on the shuttle. He was driving slowly and chatting away with this female staff member while those of us on the shuttle were trying to connect to a flight. But, I wasn't worried; I still had 25 minutes before takeoff. I got to the gate approximately 20 - 22 minutes before the flight was supposed to take off. This was a connecting flight, so I was already checked in. Meaning, I should have until 15 prior to take off before the gate closes. (As a side note, I have an email from US Airways that states: "The closing of our flights at the gate begins 10 minutes prior to departure with the door to close on the aircraft at 5 minutes prior to the scheduled departure time. ")

Yet, as I ran up to the gate (I was the first person from my flight to make it to the gate), the US Airways attendant was walking out of the door and to the plane. I watched him close the plane's door from the window of the airport. I tried speaking to several US Airways uniformed employees who all looked at me as though I had an extra eye in the middle of my forehead. No one would stop the man. No one would even attempted to open the door to tell him there were other passengers there to board. Mind you, still prior to the 15 minute cut off. When the man finally came back inside, I was considerably upset. His response, "We close the gate at 15 prior to departure time.” I looked at my cell phone. It was just at that moment 15 minutes prior to departure. I had been standing there for at least 5 minutes. I was on time. After 10 more minutes of arguing and other passengers showing up, the US Airways agent told me he would no longer speak to me. He stated, "I am not a manager. I don't have to deal with this. “I told him he should probably find a manager fast. 10 more minutes later a manager, young man in a pink sweater, strolled up to the gate. He was met by the same questions we had asked the first rep. "We were told the flight was waiting.” "Why did you close the gate early?” "Why wasn't I let on the flight? I was here on time. "

Now, it is my assumption that they had customers on standby and assumed that our flight wasn't going to make it to PHL in time to connect. They then gave our seats to standby customers, instead of waiting an adequate amount of time for us to board. When I asked the manager about this, he said that this was absolutely not the case. Flights must close their doors 15 prior to departure. It is not a negotiable issue. And that US Airways would "never," and I quote, "never" allow standby passengers to board if there is still a chance that ticketed passengers will be arriving on time. Also, the manager informed me that it is not regulation to hold a flight for passengers. Remember these quotes.

The manager finally re-booked those of us waiting on different flights. Two of us accepted flights to a nearby airport 2 hours later. Not a huge time difference. I was still furious as I was not allowed on my original flight, but 2 hours wouldn't kill me. I asked where my luggage was. The manager said he assumed it was on the plane going to White Plains, my original destination. I asked him kindly if he could check into that. He came back 5 minutes later and said my bag had never made it onto the plane. It would be re-ticketed and placed on my next flight. He also explained to us that we were holding standby tickets. He said, "You will be on this next flight. As I look over the flight information for connecting passengers, I can see that there are 7 passengers that are on flights that will not make it to PHL in time to make this connecting flight. Really.” He was promising standby people seats on a flight under the assumption that ticketed passengers would not make it in time? Isn't this what he just promised me didn't happen to my seat on the original flight?

So we waited for the next flight. When it came time to board, it was mass chaos. I came to find out that the manager and US Airways had given out roughly 20 standby tickets for this flight. The gate agent was allowing standby people on the plane before ticketed passengers. There were ticketed passengers showing up that had no seat because the agent was stressed to the max and basically allowing people to board that weren't supposed to be boarding yet. Ticketed passengers were not allowed to board this flight and no one seemed concerned. I quickly knew that I would not be boarding this flight that I was promised I would be on. And when I looked at my phone again, the time was 10 minutes prior to take off. The gate was not closed. There was chaos as to who should board. The manager was called over again. Those 7 passengers that would "Never make it in time," well they were there at this point. Furious as well. We were asking the manager why the gate hadn't been closed. It should have been closed 15 minutes prior to boarding and there should not have been standby people on that flight if they were going to continue with the same procedures that had kept some of us off of our original flight.

The manager started freaking out. He had a group of 20 or so people around him, all angry, and I know that his job is not easy. Unfortunately, he had laid to us about the status of the flights passengers, and that we would make this flight. They handed out too many standby tickets. They were unorganized. He then sent 7 of us to another flight that was leaving in 15 minutes. He said they were "holding the flight" for us. (Remember, earlier he said that US Airways couldn't hold flights for customers.) We ran to the next flight, boarded, sat down and finally, I felt like we were on our way. Except we weren't.

The flight attendant stated that the last 3 people on the plane, my name included, had to exit the plane due to weight restrictions. You have to be kidding me. At this point I went crazy. I could not wrap my mind around everything that had happened that morning. I walked off the plane into the tunnel and asked to talk to a manager. A manager was there and said there was nothing he could do. I informed him that he needed to take someone else off that flight. There were people on that flight that had just landed in PHL and I had been there for hours. I had the right to leave first. I was practically in tears at this point just wondering when I would be going home. Luckily for me, one of the people they had asked to leave the plane was flying with his girlfriend who didn't want to leave without him. So she left the flight as well and I was then allowed to re-board. I was the only one allowed to re-board. Finally, I was leaving PHL.

I arrived at the next airport, an hour out of the way for my ride, and there were two US Airways employees working out on the runway. That is two people helping with arrivals, helping with departures, helping with luggage. Two people. We sat on the plane for quite a while on the runway. And low and behold, it took another 30 minutes of waiting inside for the luggage. And of course, my luggage was not there. Go figure. I filed a claim and it was supposed to go to my original destination and then it would be delivered to me. Except 45 minutes later when I called US Airways to check on the status (the young man at the gate did not seem confident in knowing where my bag actually was), I was informed that my bag had just landed. At the airport I had just left. Again. Furious. Had I been told the correct destination of my luggage I would have stayed at the airport to pick it up. Instead I had to wait 7 more hours to get my bag.

Now the airline has heard this story. And of course, they are completely unwilling to do any form of compensation. They say that my experience is unusual for their airline and that it was all "weather related". Nonsense! Complete and insulting nonsense. US Airways has the worst customer service of any airline that I have ever flown. No one on the customer service lines would help, in fact at one point I was informed that they no longer communicate with customers via telephone. You have to email your complaints. I did finally speak to someone live this morning who called me after I requested so in my 2nd or 3rd email, who did listen, and then told me that there was nothing they could do. A line from one of the emails states, "The travel incident you describe is regrettable, and we apologize for the difficulties you encountered. Our intention is to offer the best travel experience possible. The details you have provided indicate that we have failed to meet our intentions. " They are aware that they did not meet their expectations, and yet I am still denied even a small amount of compensation for the baggage that they lost/delayed/didn't know where it was/sent to the wrong airport, or for being treated like dirt and yelled at by US Airways employees at the airport. When Delta sent my bag to the wrong airport only a week before, they compensated me $75 immediately. US Airways is a joke as far as customer service. Everyone should do themselves a favor and never fly with US Airways.

While I doubt that you will ever read this letter, let me tell you what happened to my wife and I and our two best friends.

In August of 2010, I contacted Expedia to book an all-inclusive 8-day vacation to Aruba for the four of us. We paid upfront for our tickets and were confirmed on US Airways to fly from Portland to Phoenix to Philadelphia to Charlotte to Aruba. Several days after receiving confirmation of our flights, I was notified by email that US Airways had changed my flight. I contacted our friends to see if they had received the same notification and they hadn't. They contacted US Airways and were told that there was no cancellation of their flight, which was the same flight we were being told, had been cancelled.

I called Expedia and they confirmed that US Airways had changed the flight and that my wife and I would be flying to Phoenix, then to Charlotte, then on to Aruba. Our friends would remain flying to Philadelphia, then hope to catch up with us in Charlotte. I again called Expedia and told them that this was not an acceptable travel arrangement because we were traveling together, the original flight that we were booked on was still going, and that if the original flight wasn't going, then our friends should be moved onto the changed flight with us.

Expedia promised to call US Airways for an explanation. Eventually, I was contacted by Expedia and was told that my wife and I would be moved back to our original flight, but that US Airways was deciding on whether or not to charge a cancellation and change of flight fee. Supposedly, Expedia negotiated a waiver of these fees that US Airways was planning to fraudulently impose.

On 10 Jan 11, we arose early to check the status of our flight for later that day. There was a Severe Weather Advisory posted for the very area we would be flying into. Noted in the advisory was the warning that flights could be cancelled or delayed due to the worsening conditions. By 10:00 AM, we were convinced that the likelihood of us reaching our destination without delays was not reasonable, especially since we had to make a connecting flight from Philadelphia to Charlotte.

Charlotte was experiencing the worst snow since 1962. Snow and ice were expected for at least the next 24-48 hours. Additionally, we had made inquiries regarding delays in reaching Charlotte and were told that there was only the single flight to Aruba that we were booked on. If we somehow missed that connection, we would not be able to get out of Charlotte until Thursday or possibly Friday. (In point of fact, US Airways flight 1593 from Philadelphia to Charlotte was cancelled). Obviously, we ran the risk of a complete fiasco where we either didn't reach our destination, or if we did, we would be three or four days late. We had already paid for our resort and doubted that they would refund unused days that were already paid. So, being reasonable, and very disappointed people, we decided to cancel our flight and our vacation.

I contacted Expedia and informed them of our decision, based upon the weather. They cancelled our flight, or should I say, attempted to cancel the flight through US Airways. I was given a confirmation of cancellation number: **. Our friends also called and cancelled and were told that US Airways would not refund any money except to extend a credit, which could be redeemed for $300. Should they decide to fly US Air within one year. I assumed that reasonable people would waive this fee, since this was a weather-related event.

When I checked my email the following morning, I found a notice that our flight is still confirmed, although having left the day before. I tried for four hours to reach someone at US Airways. I couldn't get beyond a queue where I would wait on the phone for an hour or more before trying another means of contact. I emailed customer support and, of course, nothing by way of reply.

Finally, I went to Expedia where they attempted to contact US Airways and I had to hold on the phone for 1 hour and 45 minutes before the Expedia agent could get anyone from US Airways on the phone. The agent relayed to me that US Airways felt that we had forfeited the entire cost of the trip because we had not cancelled. When Expedia provided documentation that we had in fact cancelled, the agent replied that we couldn't receive any refund because we would have had to actually fly to Philadelphia where (our) flight 1593 was cancelled!

I asked what kind of logic this person was following, since our flight would have been cancelled in Philadelphia? I was told that we wouldn't have received any refund; rather, US Airways would have rerouted us to some other state from which we would eventually reach Aruba. The flaw in this argument is that we had a contract to fly on a certain date and time to a certain place and time. We didn't and wouldn't agree that whenever US Airways gets us there is fine. Who would? We had paid reservations and accommodations, yet we were supposed to rely on US Airways to get us there at their convenience?

At the end of the day, after much upset and protestations, I was told that the US Airways customer service agent would allow us to get the value of our tickets back, for a fee of $300, and the promise to fly within one year on US Airways, paying any additional fees as required. I stated that I wanted to know who the CEO of US Airways was, and was told that the agent didn't know. She only answered phones and finally, we could either take it or leave it, meaning, forfeit all our airfare. If we wanted to know who the identity of the US Airways CEO, we could look it up online.

Mr. **, I want a full refund of my ticket purchase. We didn't casually cancel our trip, which we had planned for over a year. We did what the airlines do; we relied upon the weather forecast that advised us to expect delays and cancellations. Why, under the circumstances, does your company feel entitled to an unearned $300 (extortion) fee? Why, under the circumstances, does your company think that we would want to ever darken the doorway of one of your aircraft?

Responsible companies that truly care about the consumer do exceptions and waivers all the time. Apparently, your company ethics are just to ** the consumer--use every loophole and asinine argument, refuse to listen, refuse to be reasonable, obfuscate, obstruct, and delay. No matter what, never give the customer his/her money back. Is that really how you want to run your company? I sincerely hope that writing to you wasn't an exercise in futility. It's never too late to do the right thing. I await your reply.

Because I had to return to work, I had to repurchase a ticket from Delta for nearly $500. US Airways refused to give refunds and blamed it on the agent. The agent said they could only issue a credit. But based on such bad experience, would I ever want to take US Airways again? Apparently not. In other words, they were trying to retain my money without providing the service promised. Please do have an attorney contact me.

On January 9, 2011 at approximately 11:15 am, I called AA to arrange for email pre-boarding passes whereupon the agent informed me that Mexicana was out of business I was flabbergasted and told him that I couldn't believe it and he said to me, "It was all over the papers and the news. Didn't you read it?" Well, no, I hadn't nor had AA notified me as Mexicana was a partner airline! This was a totally inappropriate response whereupon I asked to speak to a supervisor.

It is now 1:04 pm, nearly 2 hours later, and we finally resolved our travel plans going through many cities, trying to work out our 2-week trip which had been pre-paid and hotels prepaid for on each end of our flights through Miami. Needless to say, this was 2 hours that I did not need to waste on the day before out trip due to AA's negligence in having my "wrong" email address and not addressing the issue in December when I spoke to an AA representative twice. In addition to the 2 hours lost today on the phone restructuring our flights, we have to pay out-of-pocket to get from Puerto Vallart to Manzanillo upon our arrival in Mexico. We originally had direct flights into Manzanillo. Supervisor Lanis ** said she could not do anything about getting us into Manzanillo. All we heard was "I'm sorry" many times.

For our trouble and for added expense, we asked to be placed in first class and were met with incredulence as to even have requested it, like it was the crown jewels. It seems that American Airlines really does not understand the concept of customer service and responsibility for their commitments. That's all we were asking for is to get to our original destination and return. I have heard many complaints about American Airlines and we are now understanding why this is so. We are totally frustrated and disgusted with the way things are handled lately.

Even though I was shocked about it, I ended up paying over the phone because I had no other choice. I asked for a receipt or payment confirmation and I was told by the agent in a very rude way that they couldn't send a receipt because my baby was not getting a ticket or using a seat. She promised that it already showed in their system that the payment was complete, so I shouldn't worry.

I got to the airport to check in for my flight and the lady at the AA counter told me that I had to pay for my baby to travel. I told her that I already paid, and the rest of the story. In a very rude way, she told me, "The system doesn't show you've payed for him. If you don't pay now, you won't be able to fly, it's that simple!" I was really frustrated and as I tried to check my email from my phone to show her that my son's information was already in the system, she said, "I can't wait for that. There are other passengers that I need to take care of. I can't help you anymore. Your choices are either you pay, or he doesn't fly!"

Frustrated enough, but worried about missing my flight, I ended up paying again because I was not going to put up with her attitude. Also, I was not willing to lose my flight just because of her stupidity. I'm away from home and I can't contact the bank from here, but as soon as I go back, I'll check my statements hoping to prove that I paid twice for my baby to travel on my lap and start the nightmare of trying to get a refund.

I tried to tell this agent at the counter that the only way they had all my baby's information in the system is because I paid. Otherwise, they wouldn't even know I was traveling with a baby until the day of my flight. Mistakes can happen, but the way they treated me is totally unacceptable. I'm a frequent flier with them, but I'm not traveling with American Airlines anymore. Even though their price ticket was better at first, I ended up paying a lot more because they double charged me for an infant traveling on my lap!

At the time of the reservation, I mentioned to the ticket agent that I preferred to deplane in Charlotte. Since it is an hour drive, either from Charlotte or Greensboro, it didn't make sense to fly another hour. He told me to let them know at the gate. I assumed it was either for security reasons, or so that another passenger would be able to board.

We arrived, went through security, of course one bag had to be searched due to my carrying my son's Wii console and my nebulizer inhaler for my asthma, completely understandable.

At boarding time, I informed the man at Gate E-8 of my deplaning in Charlotte. He angrily responded that what I was doing was illegal. He then went on a tirade saying, "Oh, I know why you did it, it's cheaper to fly to Greensboro, you're stealing!". This in front of everyone boarding a full flight, but more insultingly, in front of my little boy. I assured him that that was not the case. If so, why would I have said anything?

I maintained my composure. I have taught my son the difference between right and wrong, and stealing, of course, is completely unacceptable. I thanked him, mostly to diffuse the situation and said goodbye. My son, innocently, wished him a Merry Christmas, and we proceeded to board, or so I thought. Halfway down the aisle, he hollered from the entrance, "The lady going to Charlotte with the boy, come back!"

He did this a few times as I was approaching him. I worked my way back through the crowd, all eyes on us, of course, and he proceeded to tell me that I could not deplane in Charlotte and leave my son to fly alone to Greensboro. In a loud voice, repeating that it was illegal for me to leave a minor on the plane alone.

Firstly, I would never abandon my son on a plane or anywhere, it was a ludicrous assumption. It was another opportunity for him to call attention and further embarrass us. I am not sure if my son understood the gamut of what was happening, he is autistic. I chose to ignore his complete and utter rudeness and add fuel to his fire. We were headed for a much needed family vacation during a lovely time of year. Giving into an obviously inept, unhappy human being is a choice I made to maintain my son's happiness as well as my own.

I fly often, nationally and internationally and have never been treated with such cruelty and nastiness as I had on the morning of December 19, 2010. Rest assured, I will be informing many of my treatment. Shame on the man at the gate. He berated my son and myself, if you could have only seen my little boy's eyes. Loud voices and yelling rattle him. That poor excuse for a human being wanted to upset someone, he did, a child. I didn't attempt to get his name; I could only imagine what further humiliation he would have unleashed. Although you can easily get his name. It was flight 1645, from Ft. Lauderdale, Florida to Greensboro, NC, stopping in Charlotte, December 19, 2010, departing at 8:25 am.

There were two at the counter, a younger man and the older black man who is the one in question. I only mentioned his race for description purposes, no other reason.

I expect to have some response from US Airways and will hold off, temporarily until you respond, forwarding this letter to the many travel sites as well as the National Autism Society and the many other Children with Disabilities sites.

I will definitely search for flights on any other airline before even remotely considering yours.

I see, of course, that US Airways has many, many complaints here-so I am less assured that they even care about customers at all. As I have said before in my emails to them, this is absolutely unacceptable and I will never fly with their airline again and will advise any and everyone I know against flying with this airline. My original complaint follows:

I intend to lodge a number of complaints with this airline, beginning with a baggage delay at Tweed-New Haven airport. Flying in from Los Angeles, with a connection in Philadelphia, the luggage I paid $25 to have delivered was not only at New Haven when I arrived, it wasn't even trackable by US Airways staff. Indeed, they admitted that the location of my luggage was, at that time, unknown. After a rough exchange with TSA staff--who seem to have no oversight, whatsoever--I came home with the promise from US Airways staff that my bag would be brought on the next flight from Philadelphia (despite the fact that they had already told me they were unsure that my bag was even in Philadelphia).

In any case, I let that time pass, plus gave it a few more hours, before calling to inquire where my bag might be. I spoke first to a woman who informed me that my bag would certainly positively be delivered that night, December 29, by 11pm. When that time passed, I called US Airways baggage services to find out what was going on--when, much to my chagrin, I was again told that actually the fact of the matter was that nobody knew where my bag was.

After a heated exchange with a completely unhelpful representative by the name of Mitra, I asked to speak to her supervisor. She told me that she had none. I then asked to have the number of the baggage delivery company, or at least their name, so that (being that she was doing nothing for me) I might contact them myself to see if I could find my bag. She refused to give me any information, claiming that this is company policy (which, if it is, I must say is one of the most offensive policies I have ever heard of--not only do company representatives refuse to help, they are refused to allow the customers to help themselves!).

I then spoke to another woman by the name of Ali, who told me that my bags had never been given to a baggage delivery company but that US Airways had had them the entire time. Therefore, either US Airways representatives willfully lie to their customers, or they're grossly misinformed about the facts of their operation. Either way, the situation was totally unacceptable. I demanded to know where my bag was or at least get some straight facts, and I insisted that Ms. Ali tell me if indeed US Airways had no idea where my bag was. She finally admitted that US Airways had no idea where my bag was! One can imagine how furious this would make a customer after hours of being given a runaround. I was told I would have my bag delivered, with total certainty, by the next morning (Dec. 30) despite the fact that again they didn't know where it was.

At that time I asked to lodge a complaint and was told that a form for that would be delivered with my bag in the morning. My bag did not arrive until later that day, when it was carelessly dumped in front of my door with no warning and no complaint form of any kind! Indeed I didn't even sign a release for my bag. Nothing. It was just dumped there, in front of my door, after a blizzard!

All that being said, my complaint should be obvious: if US Airways is going to charge to deliver bags, they should do what they're charging their customer for. In other words, I would not only like my money back, I think that it is only fair that US Airways properly apologize for this unbelievable inconvenience and recompense what should have been a satisfied customer. Following upon my total dissatisfaction with this airline, I must also say that I have experienced deception, incompetence, and runaround.

That I couldn't even contact customer service directly to lodge this complaint stands as proof to this airline's seeming lack of commitment to their customers. I called to complain, indeed called the number that was given to me as a complaint line by TSA staff and US Airways staff (800 428 4322), only to discover, to my continuous chagrin, that that number is for reservations and that US Airways has no complaint hotline!

Furthermore, the woman that I spoke to on that line who seemed to be the same Ali as before (I cannot be sure but they sure sounded alike) stated flat-out: US Airways has no customer service representatives. You must lodge any complaints online. I asked her to repeat that, to affirm something that I simply could not believe, only to have to hear that unbelievable fact yet again: US Airways not only has no customer service, it charges for baggage delivery it does not provide, has a staff of workers who are either willfully deceptive or plain uninformed vis-a-vis customers, and continues, in all of this, to presume that such service is any way to run a business. Run a business into the ground, perhaps. My experience was absolutely unacceptable.

And I do intend to have this matter resolved, even if I have to come all the way to Mumbai to talk to their outsourced, irresponsible, and unresponsive "customer care" staff. It's absolutely unacceptable.

I see, of course, that US Airways has many, many complaints here. So I am less assured that they even care about customers at all. As I have said before in my emails to them, this is absolutely unacceptable and I will never fly with their airline again and will advise any and everyone I know against flying with this airline. My original complaint follows:

I intend to lodge a number of complaints with this airline, beginning with a baggage delay at Tweed-New Haven airport. Flying in from Los Angeles, with a connection in Philadelphia, the luggage I paid $25 to have delivered was not only not at New Haven when I arrived, it wasn't even track-able by US Airways staff. Indeed, they admitted that the location of my luggage was, at that time, unknown. After a rough exchange with TSA staff, who seem to have no oversight whatsoever, I came home with the promise from US Airways staff that my bag would be brought on the next flight from Philadelphia (despite the fact that they had already told me they were unsure that my bag was even in Philadelphia).

In any case, I let that time pass, plus gave it a few more hours, before calling to inquire where my bag might be. I spoke first to a woman who informed me that my bag would certainly, positively be delivered that night, December 29, by 11:00 PM. When that time passed, I called US Airways baggage services to find out what was going on, when, much to my chagrin, I was again told that actually the fact of the matter was that nobody knew where my bag was.

After a heated exchange with a completely unhelpful representative by the name of Mitra, I asked to speak to her supervisor. She told me that she had none. I then asked to have the number of the baggage delivery company, or at least their name, so that (being that she was doing nothing for me) I might contact them myself to see if I could find my bag. She refused to give me any information, claiming that this is company policy (which, if it is, I must say is one of the most offensive policies I have ever heard of: not only do company representatives refuse to help; they refused to allow the customer to help themselves!).

I then spoke to another woman by the name of Ali, who told me that my bags had never been given to a baggage delivery company but that US Airways had had them the entire time. Therefore, either US Airways representatives willfully lie to their customers or they're grossly misinformed about the facts of their operation. Either way, the situation was totally unacceptable. I demanded to know where my bag was, or at least get some straight facts, and insisted that Ms. Ali tell me if indeed US Airways had no idea where my bag was. She finally admitted that US Airways had no idea where my bag was!

One can imagine how furious this would make a customer after hours of being given a runaround. I was told I would have my bag delivered, with total certainty, by the next morning (Dec. 30) despite the fact that again they didn't know where it was. At that time I asked to lodge a complaint and was told that a form for that would be delivered with my bag, in the morning. My bag did not arrive until later that day, when it was carelessly dumped in front of my door. With no warning and no complaint form of any kind! Indeed I didn't even sign a release for my bag. Nothing. It was just dumped there, in front of my door, after a blizzard!

All that being said, my complaint should be obvious: if US Airways is going to charge to deliver bags, they should do what they're charging their customer for. In other words, I would not only like my money back, I think that it is only fair that US Airways properly apologize for this unbelievable inconvenience and recompense what should have been a satisfied customer. Following upon my total dissatisfaction with this airline, I must also say that I have experienced deception, incompetence and runaround.

That I couldn't even contact customer service directly to lodge this complaint stands as proof to this airline's seeming lack of commitment to their customers. I called to complain, indeed called the number that was given to me as a complaint line by TSA staff and US Airways staff, only to discover, to my continuous chagrin, that that number is for reservations and that US Airways has no complaint hotline!

Furthermore, the woman that I spoke to on that line (Ali, the same Ali as before? I cannot be sure but they sure sounded alike) stated, flat-out, “US Airways has no customer service representatives. You must lodge any complaints online.” I asked her to repeat that, to affirm something that I simply could not believe, only to have to hear that unbelievable fact yet again: US Airways not only has no customer service, it charges for baggage delivery it does not provide, has a staff of workers who are either willfully deceptive or plain uninformed vis-a-vis customers, and continues, in all of this, to presume that such service is any way to run a business. Run a business into the ground, perhaps. My experience was absolutely unacceptable.

And I do intend to have this matter resolved, even if I have to come all the way to Mumbai to talk to their outsourced, irresponsible and unresponsive 'customer care' staff. Absolutely unacceptable.

When I got to Philadelphia, I was told that it was the weather conditions from Newburgh that caused the delay. I informed the customer service that this was not true. The weather was sunny, 50 degrees, no fog, no rain, no snow. US Air refused to provide accommodations for hotel and stated that I have to sleep at the airport for the night since the next flight out is at 9:35AM the next day. Because of the documentation, they did not have to provide accommodations.

I informed the US Air manager (Kendall **) that I have a medical condition and that it would be too much for me to stay at the airport. Since it was their fault that the flight was delayed, I should not have to pay for accommodations. She handed me her card and stated that I can call paramedics to go to the hospital. Since I have medical problems, I can stay at the hospital for the night. I told her, "No, thank you." I am not dying. I was just informing her of my situation and she left. No one should be treated this way by an airline just because they don't want to pay for accommodations.

I tried 3 time throughout the year to use the credit but in each case I would have had to pay more to use my credit then if I were to just log on and buy a ticket! They in effect make it so penal to use credit that I will just let it expire and that to me is akin to stealing. They kept money for a service that was not rendered.

Today I received a letter denying my claim for lost items because they hadn't received the claim forms within a month of my date of travel. That's right, the claim forms they didn't bother to send to me until after their deadline. What a scam! It makes it very easy to deny a claim after a set deadline when you make it impossible for the customer to actually meet that deadline by not providing them with the forms.

Also that she was leaving soon for the day and we had to go to another gate to get rebooked. We stood in line for over an hour. There was one attendant to take care of all these folks. We finally got rebooked to reach our destination but were told that there were no overnight accommodations and we would have to sleep on a cot. On cots, really? With a senior and two small children?

The next morning, they rebooked us twice because flights we were scheduled on weren't going to leave the ground due to mechanical issues. At this point, we had been in Dallas airport for over 16 hours with only their airport junk food to eat and no vouchers. I noticed a supervisor and was finally able to get my father to speak to her. Noticing the multiple attempts to get us to our destination were unsuccessful, she rebooked us on an oversold flight with priority booking. We ran to the next gate. Only to have them board the entire flight and not hear our names called. At this point, I was scared and in tears . It was looking like a second night in Dallas airport due to an airline with poor planes and poor customer care.

I later wrote AA about this experience and was told better luck next time. I wrote them again to express my feelings about their lack of customer care and was told, "We have received your most recent email and want to take this additional opportunity to apologize, once again, for your and your family's interrupted travel. I can understand your continued disappointment. After review and at the risk of disappointing you further, our position remains unchanged. I am sorry.

Still, your comments enable us to understand things from our customers' perspective. It would be a privilege to welcome you aboard soon." Of course, I have no intention of ever flying American Airlines again, neither do my family members nor do our businesses! It's not about the delay, it's about the complete lack of customer care, both during the experience and after! American Airlines simply does not care about their advantage or frequent flying customers or any other customer for that matter!

I was on on hold for 38 minutes before an AA rep answered and then was instantly told no bereavement fare would be granted unless I had the funeral home info. I repeated told the lady that no arrangements could be made until the body was released. She said that that wasn't sufficient information and end of conversation. On the passing of a family member, several steps need to take place before a body can be transferred to a funeral home. Therefore, I am deeply disturbed by this policy and treatment of your customers. My aunt was dead and you denied assistance to your customer. False promises are offered on your website because this was an actual passing and you denied to fulfill the promise of a bereavement fare.

I had been strong all week taking care of my mom and the businesses of things, that finally I gave myself permission to cry. Upon entering the gate for my long awaited return home (I do not have anyone in NY to help me with my kids and had to get home to meet my daughters' 4pm bus), the attending employee of yours, Rebecca **, yelled at me that I had 3 bags. I explained that I had all of my mother's important papers and couldn't check them. She responded by yelling at me and saying "she had repeatedly made the announcement", I said that I have consolidated as much as possible and there was nothing more I could do. She took on an angry tone and said "you cannot get on this flight so step aside!".

I responded again with "I have to get on this flight, I have to be home in time to meet my daughter's bus. I have no one to help me". She again said angrily "you will go back to the gate and find another flight". I looked at her mean expression and just turned to get on the plane, ignoring her. I knew I could fit my two purses at my feet, which is what I did in the end anyway, but she stopped me and raised her voice in the tone a police officer apprehending a criminal and said "How dare you walk away from me. One more move and I'll call the police". I lost it! I just stood there and cried. The emotion of the week finally got to me with this horrid woman who had not a drop of compassion or even the professional courteously to say, "we'll help you work this out, can you step aside please".

But took the tact that I'm some kind of criminal who had the audacity to walk away from her. The USAir baggage handler helped me transfer some court papers from my overhead carry on bag and I checked it to appease your rude and offensive employee who would not let me on the flight unless I checked one of the bags. She then was rude again one last time, to make a point I'm sure, as I was the last person to board - I asked her name. She responded with "how dare you walk away" and in an angry tone. I responded nicely that she should learn to have compassion for others. I was so worried the bag would get lost and I might lose some valuable information to help my mom and her affairs. Like I said before I put the two purses at my feet and there was room right above my seat for that bag she forced me to check. All that drama for what?

Fortunately both of the passengers in my row were nice Jacksonville folks and were kind as I continued to cry quietly in my seat for another 10 mins. I guess I was holding in a lot from the emotional week being strong for my sis, my handicapped father, my ill mother, the courts, the doctors, etc. Anyway, I'm home in NY and felt I had to let you know about Rebecca **. She does not have the personality to work with the public. Maybe she has her own problems, I don't know, but you don't snap at a customer like she did. One of your other customers said it was like she was possessed taking on an evil bent.

If you do continue to employ her, she should be in an office, not relating with your customers. I probably will never fly with USAir again because of Rebecca **. I was a top model and now an actress in NY and have traveled extensively all over the world. I have never in my 30 years meet someone like that. Ask your baggage handler to verify the tone she took not only with me, but also over the PA to customers. My bag did show up and was not lost this time, but I was emotionally distraught for the horrid treatment by Rebecca **. I hope she gets fired or at least doesn't deal with the public again. I will never fly USAir ever!

American Airlines does not care about its customers and I guess stealing from them is just a job perk. I will never fly American Airlines again. For your information, the planes are old, uncomfortable and noisy. They never leave on time. It's a cash/cc service for anything more than pretzels. Domestic bag fees are $25-plus per bag. Need any more reasons?

I lost of countless time calling and writing emails and I lost $400 of stolen property.

Ultimately, I finally did receive an e-mail with my options after my third call to U.S. Airways. My new route is a large inconvenience to me, as it necessitates another indirect flight and change of plane. There is always the risk of missing the connecting flight and getting stranded (it has happened to me multiple times). The reason I chose this flight plan was that it was convenient. Well, it did not turn out that way.

Then, I contacted customer service to complain or seek some sort of compensation. All I got was a voucher that was only good for one year and was essentially $50-$100 off of a U.S. Airways Flight. If anything, it was a sad attempt to get me to fly on their airline again so I could receive this "compensation," which they'd probably make up for when they raise the price of baggage again. I have no positive things to say about this airline.

She asked what she was to do and the staff member told her he had many other passengers to deal with and walked away from her. She was given a $5.00 meal voucher and two tickets for the next day. As far as U.S. Airways was concerned, my child could sleep in the airport for the next 12 hours, alone and hungry.

They never attempted to notify me or any other family member or assure her safety through the night. When my daughter asked to speak with a manager or get a phone number to call about this, she was told that she can send an email. She was also told that they were not allowed to give out the manager or phone numbers. I was on the phone with her the entire time listening to her as she cried, scared in the airport with rude staff talking down to her.

That night, I called all of the numbers I could find for U.S. Airways only to get countless automated systems stating to leave a message and your call would be returned within 24 hours unless it was Thursday, Friday or the weekend. I left countless messages and as of Thursday, 12/02/2010, I have yet to get a return call. I also sent countless emails only to get a response explaining flight planning and an offer for a voucher with their airline and that they would deal with this issue internally.

The voucher did not even compensate for the meals she had needed to eat for the day and a half she was delayed in the airport. Please do not allow your children to fly U.S. Airways. My child did eventually arrive home safely to me thanks to some family in Philadelphia scrambling to figure out what to do after the airline refused to do anything. As far as the airline was concerned, she was on her own and not their problem. As per their policy online, if a flight is canceled, they are to offer her accommodations. Her ticket, due to her age, was an adult ticket, but when it came time for them to make things right, they were quick to call her a minor and offer no assistance at all.

Since it was a full flight with limited overhead bin space, I had to squeeze my backpack into the limited space, leaving me with little legroom. On my outbound flight, there was enough room for my backpack and for my feet on top of it. I asked US Airways for a refund but so far they have refused because these seats are not roomier. "I regret we are unable to refund your nonrefundable Choice Seat purchase as you did travel in that chosen seat."

While it's true that they don't advertise that the seats are roomier, they do advertise that they have the same legroom as other seats but clearly that's not true. I confirmed on SeatGuru.com that only rows 6 and 7 have this equipment box in seat F and rows 6 and 7 are both Choice Seat rows. I spent $15 for an "upgrade" that was really a "downgrade" and had about 30% less legroom than if I had stuck with my original "free" seat. I would have gladly taken my original middle seat in exchange for full legroom but due to the full flight, no other seats were available.

I was not given any notification prior to my flight, and I was left stranded at the airport with no alternatives to fly to my parents out for Thanksgiving! When it was clear I was stranded at the airport, they put no effort in attempting to find a way back home after I asked for assistance! I got a refund for my tickets only to be told that I would have to pay four times as much for a holiday, same-day rate on another airline if I would like to see my family that weekend.

After asking to speak to a manager, I was informed that she would not even come out and is planning on doing anything to help. Now, after complaining through their e-mail system, I was told I would be given a response within 72 hours. They have not delivered on that promise either. $500 and 50000 United Miles for transportation back home, dinner, car parking, pet fee, co-pay and airfare with United.

I made decisions and spent a lot of money based in the information I received in the first called. In fact, after that, my wife called again the company ** and pretend to be a new customer and for my surprise again, they gave her the same information that the dogs are permitted. The name of the employee is Eri ** and the space for each dog is $150. I would like that you call by yourself and ask for the same situation to confirm my complain.

Now by the false statements and strategy of that company, it cost me $10,638 approximately without counting the stress that these whole situation is causing me and my family. I want to clarify that those dogs are permitted by law in PR and Orlando, in fact I traveled with them last year with the same co. without any problem. I will appreciate all the help you can bring me in this matter.

My colleague offered to carry it on for me and the gate attendant insisted that he could not do it as it was my bag and I was seated in coach. Supervisor Robert ** hear the attendant tell me this and after speaking with the employee told me that if I was in business, I could carry the bag on. This is discrimination against coach passengers at the gate. If it does not fit in coach (the bins are exactly the same size), then it should not fit in business. Period.

I understand that policies exist and the customer service department can't change that, but it's clear to me that this company only cares about money. I had to ask several times if they could explain how I was "breaking a contract" when the contract was bought with my money, the seats were paid for either way, and they were actually making money off of me not flying that first leg (as it would allow them to sell the same seat twice). The only answer I received was that I was breaking a contract.

However, I asked the supervisor if I would be charged if I were unable to make the return flight, considering I was still "breaking the contract," and she said that of course it wouldn't, because it didn't work like that. I explained that I would not be able to justify ever flying US Airways again based on their lack of regard for their customers, which would cost them much more in a lost customer than allowing me to keep my flight, and the supervisor simply said it was the policy. What a disappointing organization. I'm out $333 additional dollars because of a policy designed only to make more money for them.

After making contact with both, I found out the charges would be for $325 dollars for my additional baggage. I even went a step further and bought a $100 shipping scale to make sure the weights were to standards. Weights never exceeded 70 pounds on any of them and where between 45-70 lbs. When I arrived at the airport the day of the flight, since I'm traveling by myself and required some assistance, I asked an airline attendant in the counter to see if he could assist me with the baggage since they don't offer baggers anymore.

He refused to help even though I explained the situation. I asked a very nice lady doing traffic duty, who usually get a bad rap, to see if it was okay for my father to help me bring the luggage in and she was helpful enough to let him do it while his car was parked outside. After I got the boxes there, a different attendant explained about the boxes and proceeded to check them in.

After explaining to him that I'm moving to New Zealand, this stuff is critical to me and that I packed according to what I was told, he didn't even try to understand. When I asked for his supervisor, he refused and told me the CEO was still sleeping.

When I requested his name, he refused as well. At this point in time, I was getting worried about my flight and my father even tried to get involved to get him to assist and he wouldn't. He then started to be dismissive and wouldn't even talk to us and treated us like he was talking to a third person. He went a step further and called security; all we wanted was to get honored what was told to us by US Airways and Air New Zealand customer service.

I would love to give the name of the person but he refused to give his name as well. I want you to be aware of the severity of the situation the airline has caused me. I'm moving permanently to New Zealand. I have half of my personal and work things left behind, which include but not limited to medication, toiletry items, additional clothing, dinner ware and more.

I will be now waiting for whenever the items can get to me and not be able to effectively do my job at a new job on my first day of work. How would you react to this situation? I have to be in a brand new job and brand new country with nothing but what I'm carrying and now have to spend Lord knows how much money to be able to effectively perform a new job and live a normal daily life without incurring additional unnecessary expenses. I won't know the consequences until I unpack to see what I have missing. But I'm estimating if I have to replace my equipment for my new job, over $6,000 USD. I'm a Systems Engineer and my equipment is not cheap or easily replaced

When they screwed up my flight, did they offer me a free hotel room? A meal? Common courtesy? Nope! I spent about 15 hours hanging about airports on the East Coast trying to fly to the West Coast because of ineptitude and outright bullying and criminal behavior by ticketing agents who clearly abused their power.

I was to fly from Newark, NJ (EHR) to Oakland, CA (OAK) on the morning of Oct. 23, where I would be picked up by a relative to attend my goddaughter's wedding (my sole reason for this trip). However, the flight was delayed several hours in Newark and that meant I would have missed the connection to Oakland in Phoenix. They instead put me (a fearful flyer since good friend/pilot was killed in a plane crash) on a "puddle jumper" flight with twin props - in the first row emergency seat where I felt every air pocket - on flight to Philadelphia. That's where I was to connect to a flight landing in Oakland. I knew I would now be late for the wedding ceremony but I still hoped to make it to the reception.

Then I realized that my flight from Philadelphia to Oakland involved seating in the exit row, in the middle seat. As I arrived from puddle jumper flight terrified and feeling sick from nervous stomach, and as I paid for upgrade to aisle or window seat because I am a small person and tend to get squished and feel claustrophobic when put in middle seat, I was concerned about my seating placement.

U.S. Airways 800 number reservation representative said that the ticketing agents would "gladly" help me. God help us all if their behavior remotely exemplifies "glad" or "helpful" behavior. While they were unfailingly courteous to the man in front of me, they were curt and rude with me when my turn came to ask basically the same thing he was asking. I was not allowed to complete a sentence because an obnoxious ticket agent refused to even listen.

Then a second ticket agent jumped in and basically told me to shut up and sit down, thereby forcing me to blurt out quickly that I needed a seat change because I was afraid I would be ill, given the circumstances. That prompted this genius to grab my ticket and "determine" that I was "unfit" for flight (he clearly did not think this - was only abusing his authority). I asked to see his supervisor who was clearly his buddy and an even bigger sexist who seemingly did not think women should be allowed to speak.. This supervisor also refused to let me complete a single sentence actually seemed to "get off" on treating me, a 51-year old white woman, like a child.

I doubt that this would have happened had my husband or any man been present with me. I only mention my race because I suspect reverse racism may have been part of the issue. I have taken pains my entire life to follow the Golden Rule and am in no way prejudiced against anyone based on race, creed, gender, sexual preference, etc. I'm not too fond of bullies. The "supervisor" decided to "punish" me for trying to speak by bumping me from the flight I had paid for.

I called the 800 number customer service representative. They were kind and arranged for me to get on a different flight. This clearly annoyed the ticket agent, whose face turned quite ugly with rage. He left his post in a huff to find the supervisor, who returned to my new departure gate (where I was talking on my telephone with my relative in California). He was accompanied by a somewhat heavyset woman with bleached blonde hair and a Disney sweatshirt.

These two asked me to step out of line. By this time I literally broke into tears. The bleached blonde, unprofessional looking woman said she was also a supervisor. I believe her name was **. She was offended that I asked her to identify herself, apparently. They were also offended when I again, after listening to their power trip tirade about shutting up and "behaving," tried to rationally explain the situation.

Any customer service representative I spoke with at the U.S. Airways' 800 number will confirm that I was completely rational and only shaken from my horrendous flight from Newark to Philadelphia on that tiny plane. So these ticket agents took it upon themselves to bump me from yet another flight. I now had no prospects of making my goddaughter's wedding but I still had a hotel room that I'd already paid for and, as ** delighted in telling me, I would not be reimbursed for my airfare. The other supervisor by the way, had a quite satisfied smirk on his face as he beheld this spectacle.

Finally, an 800 number representative arranged for me to take a flight "from a different terminal" so I could escape these bullies. I essentially flew out to California (to San Francisco airport, by the way - far from relatives' home) and spent all that money for nothing because of these classless ticket agents in U.S. Airways employees in Philadelphia. Perhaps I show my age but I remember a time when the airline passenger, who pays a significant amount of money, by the way, was treated with common courtesy and when airlines believed in customer satisfaction.

I have asked U.S. Airways for a refund of my airfare for this flight, given that I missed the wedding - the sole reason for flying to California - based on a series of errors and outright bullying by their ticketing staff in Philadelphia.

I would also like an apology for the cruel, humiliating and traumatizing treatment I was exposed to at the hands of their staff. I am not holding my breath but I wonder how the U.S. Airways' CEO would like it if "his wife" were treated that way? I am also filing a complaint with the proper federal authorities about these actions by U.S. Airways employees, which I still feel traumatized by. I believe the employees stepped way out of the bounds of proper behavior.

In addition, I am a former journalist, current blogger and PR consultant. I plan to investigate this to determine if this is an isolated incident or whether U.S. Airways treats single women travelers in this fashion more frequently than male passengers. I suspect I'll find the latter is true.

Also, I've been told horror stories about flying out of Philly on U.S. Airways by women, including a friend who happens to be a respected professor of English at a major university. She said was stripped-searched at this airport for absolutely no reason and was flying on a U.S. Airways Flight. I sincerely believe, based on the treatment I received compared to the man who stood in front of me at the ticket agent desk, that it is not safe for women to fly alone aboard U.S. Airways flights, not if the ticketing employees' behaviors are indicative of what we can expect. The lady supervisor is a disgrace to all women, incidentally.

By the way, I'm really wondering why we need "flight attendants" anyway. What do they do? They only roll their money machines up and down the aisle, grudgingly giving you six ounces of water, when after a six-hour flight you happen to feel thirsty. I say let's go back to calling them stewardesses - I don't really think they serve much purpose and it seems most I've met recently have been quite rude and decidedly unhelpful. Or better yet, why not eliminate them and show a video explaining what to do in an emergency (it would probably be more animated and helpful).

Besides which, given the way they behave towards passengers under normal circumstances, can you see them being helpful in an emergency? I'm not being sarcastic. I really wonder how helpful they'd be if passengers were stuck in a burning plane when they can't even help a passenger like one I read about here who spent two days in an airport.

I sat, buckled my seatbelt, pulled a book from my backpack, pushed the backpack under the seat in front of me and began to read. Two or three minutes later, the woman that had scanned my boarding pass at the gate interrupted me. She asked me to bring any carry-on items I had with me and follow her. When I stood up, she asked if I had checked any bags. I said yes. She asked my last name. I told her. When we stepped off the plane, I said, “Is there a problem?” She told me that someone had smelled alcohol on my breath, and that the flight crew had decided to have me removed from the flight! I was stunned, to say the least. She asked if I had had any alcohol. I said no. I showed her a bottle of 5-hour Energy Drink and told her a swig of that was all I'd had since brushing my teeth that morning. She took the bottle and went to the cockpit area, presumably to plead my case with the crew.

I saw the captain look over at me as I stood in the jet way watching them unload my suitcase from the plane. She returned after less than a minute and told me that they weren't changing their minds, I was off the flight! The woman had me follow her back to the gate, where she scheduled me on the next available US Airways flight which was five hours later! Of course, this meant my connecting flight in Charlotte had to be rescheduled as well, delaying arrival at my final destination (Baltimore) by four hours. Although I had not had so much as a drop of alcohol, it occurred to me to ask why it would have been a big deal if I had. A lot of people won't even get on a flight without having a couple of drinks first. It's hardly illegal. It's not even frowned upon, and it's certainly not grounds for removal from the flight in and of itself, so there must have been some other reason for my removal. Again I got the I'm sorry, but once the flight crew has made their decision, there's just nothing we can do.

Needless to say, everyone within earshot was by this time staring at me as if wondering what sort of drunken, unruly behavior had gotten me thrown off the flight. It was extremely humiliating. So, let's recap. I boarded my flight, spoke two words to the guy in the adjoining seat (while I was standing and he was sitting), didn't say another word to anyone (Nobody from the flight crew was greeting passengers by the time I boarded), buckled up, read a book and was kicked off the flight allegedly because someone had smelled alcohol on my breath. I spent the next five hours in the Gulfport gate area steaming about the way I'd been treated and trying to come up with some plausible explanation for what happened.

Frankly, I don't see how I could have been a more model passenger, and someone thinking they smelled alcohol on my breath, whether I'd actually been drinking or not, hardly constitutes grounds for removal from a flight. When I returned home, I sent a detailed account of this incident to US Airways Customer Relations, demanding to know the real reason I was removed from the flight and demanding compensation for my inconvenience and humiliation. They replied that their report indicated I smelled of alcohol and as governed by Federal Aviation Regulations, we will deny boarding to any passenger who appears to be intoxicated. They offered me a $100 voucher valid toward the purchase of another flight. This was almost as stunning to me as the original incident! So, I wrote them back. I took another shot at convincing them that first off, there was no way I smelled of alcohol.

My clothes were clean. I hadn't been drinking. I wasn't near any alcohol, etc. I would swear to this while under oath, while connected to a polygraph, while balancing a Bible on my head, and after having been injected with Sodium Pentothal. But that's really not the issue, is it? No. The issue is that while their report alleges that I smelled of alcohol, it does not say that I appeared to be intoxicated. Saying I smelled of alcohol so they removed me from the flight for appearing to be intoxicated is like saying I was talking with the guy next to me so they removed me from the flight for being loud and unruly. It's a matter of degree.

I walked on the plane, sat on my seat, put on my seatbelt and started reading. I also pointed out that the gate attendant and the gentleman in the seat next to me could verify everything I'd said except that I had not been drinking. I then specifically asked them to speak with the flight crew and the gate attendant to find out exactly what had happened. The next day I received a reply from US Airways, this time from a Lead Customer Relations representative. She said I cannot change the fact that you were not allowed to fly on your original flight, but if you would like to discuss this further, I would be more than happy to call you. I waited a while before writing back, gently banging my head against the wall to fight off the sarcasm I felt building in response to such a condescending reply. Then I wrote the following:

What I would like is to be able to confront the person who instigated the decision to have me removed from the flight. I know that this will not happen unless it ends up in court. So, in the meantime, I'm looking for someone to intercede on my behalf. I don't want you to call me. I want you to call the members of the flight crew and find out why I was removed from the flight. I want you to say something like, “Well, did you even talk to the guy? How can you say he'd been drinking when you didn't even take the time to speak with him?” I want you to say, “If all he did was sit quietly in his seat and read a book, how could you remove him from the flight on the grounds that he appeared to be intoxicated?” I want you to say, “I plan to speak with your supervisor and see that you're reprimanded so that this sort of thing doesn't happen again.”

In short, I want you to bring the talent that made you a Lead Customer Relations Representative to bear in trying to make US Airways a better airline, not in trying to make a customer complaint go away as quietly as possible. Somebody on that flight crew abused their power. I was the victim. I think you know exactly what I want. I want the same thing you or anybody else in my position would want, namely consequences. In her response, the US Airways representative finally threw me a bone, saying my account of the incident was disconcerting. For that, I am grateful. She also said that a copy of my correspondence had been sent to the Gulfport Station Manager and the In-flight Manager for review. She added that the matter would be addressed internally, and that privacy issues prohibited them from disclosing the outcome. She reiterated that the $100 voucher, a goodwill gesture, was all I would be getting in the way of compensation, and said that if I wanted any further details about my removal from the flight, I would need to contact an attorney.

In these times of heightened security, a great deal of power has been given to the folks who shepherd us through our airports and flights, but as someone once said, with great power, comes great responsibility. If a flight attendant can make a phone call from the back of a plane, summon a gate attendant to remove a passenger from a flight, and never give that passenger a plausible explanation for their removal or a chance to explain themselves, I think that qualifies as a substantial abuse of power. US Airways needs to discipline the members of that flight crew. Hopefully, their review of this incident will lead to changes in protocol that will prevent such a travesty from occurring again. In the meantime, Flyer Beware!

When I received my Visa bill, I was charged twice for $23.00. I would like my Visa card credited for the second $23.00. Thank you. Here's additional information for 10/14/10: Us Airways (03724062635845); Us Airways (03724062640160); original FLT 554; was to depart at 10:15 AM.

I spoke with 2 American Airlines representatives about the 2 airfares and the low fare guarantee. I was assured by both employees (the woman who answered the phone and the gentlemen who she transferred me to) that the terms of the low fare guarantee were met. It was an U.S. point-of-sale travel web site and it was an Eligible Carrier.

It was found online for the exact same Eligible Carrier flight(s), itinerary (including flight number(s)), date(s) and cabin and with same fare rules and restrictions and available for purchase on the same calendar day as the original AA.com online purchase. The gentleman assured me that I had to buy the ticket first and then the price "would be adjusted within 24 hours. "I asked specifically about the website ** and I was told that since there was no membership fee, club fee or other membership requirement, that it was a valid website and a valid published fare.

The qualification was that my daughter is a student, which every person her age in high school is. The fare was published and easily found. Your argument that is was an unpublished fare is not valid. Intee and she was also assured by a third American Airlines Employee that the low fare conditions were also being met. I feel that we acted in good faith on the assurance of three American Airline Employees that the $365 airfare would be honored by your low fare guarantee. I am respectfully writing to ask that you honor this guarantee and refund $55 per ticket ($110) and a promotional coupon of $100.00 be issued.

I emailed US Airways but they didn't even have the courtesy to respond. I will be returning to USA on Oct 30 & am worried about my return flight. I offered to upgrade to first class & pay the difference but was told I could only do this if seats were available on the day of my return flight. Don't understand why if I'm willing to pay I have to wait. I looked online & see no seats available in first.

After about ten minutes, he tells us he is unable to check us in from that station and said we would have to get back in line. At this point, the line had gotten longer and our window was getting shorter. Finally, after another 25 minutes in line, we checked our bags and asked the gentleman at the counter to call the gate to tell them we were on our way up. He said we had plenty of time, not to worry. We finally get past security and run to the gate to board the plane.

There is an electronic board on the wall that says to be there 10 minutes prior to departure. We were there 15 minutes prior to departure but the lady at the gate stopped us and said there weren't enough seats on the plane for us. Apparently, they had overbooked the flight by three seats and gave them to the three people in front of us. There were no apologies, and no options but to go on standby for the next flight. So we go on standby for the next flight which we find out is also overbooked by 3 seats.

We were not able to get on that flight either, along with two others who had boarding passes for that flight and weren't able to get on. At this point, there are about 7 people on standby. The AA representative at the gate tells us that the earliest they can get us to Boise is at 4:45 on Saturday. The party is at 1pm on Saturday and this just wasn't an option.

After a fight with the supervisor, my husband was finally able to get me alone on a flight that would get me there two hours before the party. My son and husband were told they couldn't get there until Sunday. Unfortunately, they would have had to turn around and fly right back, as it was a long weekend for them. They were not able to attend the party. We called the airport in Boise since they received our bags the day we were supposed to arrive and asked them to send my husband's bag back to Richmond, but to keep mine there since I would be in the next day.

When I finally got to the Boise airport to get my bag, I was told it wasn't there and there was no way to find it, even with two tags with my name email address, and phone number on them. Finally, another woman came into the office and said she sent my bag back to Richmond. She had no explanation as to why she did this and even remembers us calling to say not to send mine back. I checked in separately from my husband so only my name was on the bag. They had to fly my bag back to Boise and I got it Sunday morning.

After all of this, my husband goes in to pick up his bag and to talk to someone about a refund on his and my son's tickets, only to be told that he could not get a refund because they were paper tickets. What does this matter? I'd like to know.

Needless to say, we are out $700. My husband and son were the only ones not at my mom's party and there was no apology from anyone at American Airlines. How do they justify overbooking the flights and then not offer any compensation for the three people with boarding passes that show up last? We were there on time, had tickets with assigned seats and were not allowed to board the aircraft. We are still fighting for a refund. They tried to offer a voucher in lieu of a refund but I would rather walk the 2,800 miles than fly with them again. There should be laws against overbooking and this airline should not be allowed to have such dirty business practices.

I searched for the number from their contact us list and put it in my cellphone intending to call. I called ten days later. Our flights were booked for the 22nd of October. I called on the 12th to correct the error.

Originally, American Airlines was going to charge me a $150 fee to make the correction. I complained and they lowered it to $75. I paid it because otherwise my friend can't travel. Customer Service suggested that I had been grossly negligent in not seeing and correcting the error prior to payment. However, upon returning to the website and entering John ** into the system, I found at no time does a passenger list of names appear on the screen unless a user were to navigate away from the page to view details. The only time the list appears is after payment has been made and then no editing can take place by the user.

I was originally told a $150 fee would be charged, however this was dropped to $75.

They lost four bags and one of them was my father's and it contains his personal medicine, all of it. And he is an osteoporosis patient and he can't miss a pill and we can't buy the medicine from the pharmacy because they need a prescription, and they sent us the bags after 4 days. No cloth at all, no medicine, nothing. And when we went to a doctor he said that stopping the pills for four days that really was a disaster and it really affected my father's health and until now, he is still recovering from this mistake.

We go to gate guy tells us flight gone go to customer desk. We go there and lady wasn’t helpful. From Arizona she put us on a flight to North Carolina across the United States. When original our flight was suppose to go Arizona to Mexico! I told her I have to get to Mexico today it’s a special event my sister’s wedding no one cared!! She even said we had to pay for our hotel there and food! Really? We missed her rehearsal dinner and had to stay in NC. I have flown with many airlines and never had awful service like this! If airlines made a mistake they accommodated me and paid for hotel! And put me on a quick flight that’s more convenient. One way home we were chasing each airplane running in the airport because US Airways never on schedule. We lost a day/night of our vacation! Our airlines and hotel was paid in full! We lost a night that was paid for at Secrets Silver Sands in Cancun, Mexico! This was the worst most awful experience ever!

The problem I am having with this location they have put my merchandise back without any warning, there was one time where I received an automated voice call it was a reminder, and I made a payment, but this last time was the second time, I had my merhandise put back when I was making regualry scheduled payments. This last layaway I came in two days after the due date and it was put back to stock that quickly. The day of the payment I was told. No apology made just that this was odd. I honesty believe that they are deliberately putting back the merchaside to keep the $15.00.

I can understand if no payments were made on this layaway, and my last but its not the case. I wish I had them information from my last layaway that was returned to stock, it was a bunch school clothes for my niece and nephew. If you have a register that can access you can tell I have had several layaway with Kmart, and I make my bi-weekly payment. I would like to remain a valued customer with Kmart but this third cancellation of my layaway I never received my money back from one of the layaway they cancelled. What do you do to keep your customer because this is not normal practices of your policy I never had this problem with the Norridge location. Sincerely trying to give Kmart the benefit of the doubt. Patricia ***** I don't have the other account number but there have been three in total that were cancelled within the day and days after scheduled payment

Finally, I found us a flight leaving that night sat 10:30 pm. I avoid red eyes but said OK. They did put us up at a hotel for the day. They gave us $5 meal voucher for lunch and $10 for dinner. Closest restaurant was Applebees. No way was there anything on the menu for those amounts, but it’s not too bad so far. We were going to Philadelphia to get to Orlando! Flew all night and got to Philly 15 minutes before boarding of next flight.

We were told there would be someone to direct us to destinations--no one there. I found out where gate was and my husband can walk but not fast. We were told to flag down a cart and they would take us. I did stop a cart and was told our gate was just around the corner so we did not need the cart. You would not believe how far away it was!

If you want to look it up, we were at B terminal and going to C25. We got there and saw no one going to a plane, so went to the counter where we were told in a loud angry voice, "This is not the line! Go over there.” Finally, we got a turn and were told "your flight was cancelled." In a condescending tone, I was told to be quiet or he would not find me a way home.

I was near tears and did not say anything wrong except that I was not happy with the way we had been treated.

I was venting. He, the agent, told us we should not travel on holidays if we wanted better service. He said Columbus is their heaviest travel day. This was Thursday morning and had started on Wednesdays and Columbus Day is not until Monday. Oh, and what happened to Christmas being the busiest? Duh! Three hours later, we were put on a plane to Tampa with ground transportation to Orlando. They told us to go to baggage and they would take care of us. Got to Orlando and guess what—they wanted our travel voucher and they had not been told we would be there. We ended up there and there were 9 of us who had all been treated very badly. One couple was there with two small children. We finally got home just a day and a half from the start of the fiasco. I’m just venting and telling it the way it was.

Once I arrived to the gate again, I immediately approach the representative and informed him of my request: to have me and my toddler son sit together. He informed me again that he could not accommodate my request. Once we boarded the plane, I asked the flight attendant if she could accommodate me and she told me that she could not.

My seat was 5D and my toddler’s was 8D. My son does not fly well without me. I had to hold him in my lap for the entire flight. I contacted US Airways customer relations department because I paid for two seats and because of US Airways inability to accommodate, a toddler is seating with his parent and that I should be compensated.

On February 4, 2010, I received a phone call from Justin **. He stated US Airways has no intention in compensating me for anything because it was my responsibility to ensure that my son and I were seated together and it was my choice to have him sit on my lap. I asked him what other option I had when I was traveling with a 3-year old. He again repeated that it was my choice for my son to sit on my lap and it was my responsibility to make sure the seats I purchased were together. I then asked to speak with a supervisor and he informed me that I could not speak to one because they’re all trained to handle these situations and he had the final say which was they would not compensate me.

He also informed me that I should have planned in advance as the other passengers did. I informed him that I could not see in to the future to predict the death of a family member for me to be able to book my ticket in advance. Again, I asked if I could speak to someone above him and he simply told me that’s not going to happen.

Great customer service! In your policy regarding traveling children, you state children under five may not travel without a parent or a legal guardian via your website. Placing my toddler 3 rows away from me classifies him as an unaccompanied minor which, by your policy, US Airways does not allow. I think the proper resolution since I was unable to use my second seat would be to refund or credit me for my son’s ticket from Dallas to Phoenix when your policy states on domestic flights, one lap child will be accepted without charge when traveling with a paying ticketed passenger age 18 or older.

Also, your policy states US Airways will refund fully-refundable unused tickets purchased by credit card within seven business days of receipt of the refund application. Refundable unused tickets purchased with cash or check will be refunded within 20 business days of receipt of the refund application. Eligible tickets include fully-refundable unused tickets with proper documentation. This was my first time flying with US Airways; but because of the lack of customer service from Justin and the inability to accommodate my special needs requests, this is definitely my last.

I was stranded in the Atlanta airport overnight and everything was closed. I was cold , hungry, and sleepless. Not one American Airlines employee apologized for my inconvenience or tried to make my situation anything more than the mess it was. No customer care. They do not have the cheapest fares, but they do have baggage fees, food for purchase, and no entertainment on any flight. I do not know how they stay in business and suggest flying another carrier.

What a mess. Two hours and six operators later, still no help. They verified that both accounts were okay. When two of the operators didn't know what to do, they said they were switching me but actually hung up on me, many times reminded me of their fee (I should have been charging them since they were wasting my time). Two supervisors lectured me about other offers and assured me that I had to call tech support the following day. Finally one supervisor just sat there saying nothing with a bad attitude and said there was nothing else she could do. At that point I hung up because I did not believe either of the supervisors were actually supervisors. I think it was the representative sitting next to them.

At this point I have lost two hours of sleep and needed to get up at 5 AM and quit. US AIR is a rip-off.

After two days in Memphis, I found that I would not be able to return on June 24th as planned. On June 23rd, I called US Airways to make the change of my return to June 25th. After a short discussion with the agent, I was able to convince her that I should not be charged the $150.00 change fee and the return was changed to the 25th. On June 25th, I found that I needed to change my return to the 26th and again made the change on the phone going through the same discussion about not being charged the change fee. Here is where the problem/conflict occurred.

Because I now changed the flight to the next day, US Airways not only charged me the increased current fair for the return flight, but they also increased the fare for the whole flight, including the completed portion from Charlotte to Memphis, as if I was now buying the round trip ticket one day before departing Charlotte. This was an additional $558.00, making the total cost of the round trip ticket $1631.40. This of course, does not include any baggage fees, which were an additional $310.00 (3 bags each way).

I don't think they should have increased the cost of the complete round trip ticket because I had already completed the outbound flight. The agent, of course, would hear none of that, so I paid it. There are additional charges of $558.00, some of which may have been justified due to my scheduling my return flight only one day in advance.

I had to mail my mother's clothes to her as a result of US Airways lack of customer service.

All the delays meant she had missed the scheduled flight and they waited until about midnight to board the Killeen leg. Everyone boarded but my wife was not allowed because of lack of seats. When my wife tried to ask what she had to do now, the American Airline personnel all left the area and refused to assist her. She was now left completely alone, in tears and in danger since she was the only person in the departure area. American Airlines never offered a room, never offered a substitute flight, never offered food, never offered a room and never offered an explanation.

The situation was so desperate for my wife (a 69-year-old woman) that she called our daughter in Killeen and told her what was happening and asking her to call AA to get a solution. My daughter awoke her 7-year-old daughter and 10-year-old son and drove to Dallas Ft Worth to find my wife and rescue her. She found her at 2am. My wife still has the tickets including the unused portion of her flight. I called AA but on the phone they clearly said they are customer service and do not take complaints, and that if I wanted to complain I had to fill out and send an online form and await an answer.

I have the answer and it is listed below. The only reason anyone might consider flying AA is if they want to eliminate an older female from the family. This time we got my wife back and since there will be no next time she is safe for now. Unless you really hate someone you may want to consider this before flying this airline in the future.

“Dear Mrs. **, I am sorry there was a misunderstanding about the fare charged for your recent ticket. In light of your description, we have researched your reservations record. The fare you paid is indeed the accurate amount due for your ticket. I regret too, that your travel plans were disrupted by the delay of flight 1240 from Miami to Dallas/Fort Worth. We recognize how important on time departures and arrivals are to our customers, and we are committed to spending the resources necessary to achieve substantially higher levels of as scheduled departures.

Still, with so many variables affecting our operation, there will be occasions when delays are encountered despite our best efforts. As a gesture of goodwill and to encourage your continued business, we've made arrangements for an eVoucher (see details below) for you to use toward the purchase of a ticket to travel with us again. I have also authorized the refund of the unused segment of your ticket. This credit will appear soon.

I assure you that we will continue to strive to focus on on-time flight departures. When you travel with us again, we will do our best to get you to your destination as scheduled. Sincerely, Stephen R. **/Customer Relations, American Airlines”

American Airlines apparently oversold all flights and said nothing was open until Thursday. The American Airlines rep offered us tickets to fly back home on Thursday. The rep mentioned that we are booked for the flight and that we should be at the airport 3 hours in advance to make sure we get our seats. So my family had four American Airlines phantom tickets booked to Dallas Texas then LAX for Thursday September 2. The American Airlines flight was scheduled to do layover at Dallas and then to LAX for our flight back home. However, on Thursday September 2, we arrived at the Mexico City Airport and went straight the American Airlines booth to check in. The American Airlines rep told us that the Mexicana Airline and the American Airlines computer system did not have a record of our new flight bookings.

The American Airlines rep in Mexico City was very rude. She told us that they did not have to honor anything for us. The American Airlines rep told us to go argue with Mexicana Airlines. My family and I were provided 4 American Airlines tickets that were useless. The American Airlines rep told us that the tickets we held were not even stand-by. The American Airlines rep wanted to know how we ended up with these 4 phantom tickets. Supposedly, the tickets we held were not booked from Mexico City to Dallas. The tickets were only booked from Dallas to LAX. I asked the rep how this situation can happen. How can you only book half of the flight? The American Airlines rep said that it was most likely that her colleague made a mistake on the ticket confirmation.

Furthermore, the American Airlines rep said that our tickets were not valid!So we asked the American Airline rep to help us fly back home. We informed the rep that we had a 3-year-old and a 7-year-old kid that needed to fly back home. The kids need to go back to start school immediately. In addition, the American Airline rep said we can be on stand-by if we liked. However, the American Airlines flights were all overbooked and they could not guarantee anything for us. Also, the American Airlines rep told us that some part of the family can fly back to the USA via Miami maybe over the weekend. While the other family members could fly back to the US some time next week to Dallas Texas maybe. The American Airlines rep told us that they would take care of their paying customers first. The left over seats could be shared among the Mexicana Airline refugees.

The American Airline reps walked us to the Mexicana Airlines Section of the Airport and she told us that they had no flight for us this week. The American Airline rep told us that they were doing us a favor by honoring the flights and that we should take whatever they gave us in the future. I argued with the Mexicana Airlines and American Airlines staff for 65 minutes. I vented my frustration at the Mexicana staff and American Airline rep. Finally, I demanded a refund for my tickets. The American Airlines and Mexicana Airlines reps told us that we should have good luck with a refund in a very demeaning tone. I told these people that I would file complaint with the Airport authorities. The American Airline reps snatched the Airline tickets from hand and said that that was their property.

While arguing with the American Airlines rep, a man that was trying to book a flight told us that he has been hearing the same false hope from American Airlines for 2 weeks. The man said that his family has been stuck in Mexico City hearing the same bull crap from these reps. I was so frustrated that I just ended up flying back home via Alaska Airlines. I ended up dishing out $1500 for 4 airline tickets back to Los Angeles. Alaska Airlines was very supportive and they even gave us a break on the extra luggage fees.

I know that the Mexicana Airlines is in a hopeless situation. I do not hope to get my money back any time soon. I just hope that some travel authority is out there watching and taking note of these rude airline reps' abuse and disrespect the paying flying customers.

I witnessed this behavior and I demanded that she apologize to my mother. I can not put into words how this airport security person acted. She was very hostile towards me and my mother. She yelled, and got in my face. Her manager finally calmed her and told her to apologize. We usually fly with Delta and for sure will never fly US Airways again because of the unprofessional people they hire. I have made a point to share this with every person I know who travels. Flying is stressful enough without being harassed at the security check.

Upon my arrival in the States on 8/16/10i there was an email from Mr. Altair ** of England which indicated a Reference # (the email called it a Net Tracer #) for my found iTouch. I cannot say enough for the US Air England representatives. However, the USA version of US Air is quite a different story. Since returning on 8/16, I have tried to contact US Airs Lost and Found Department in Charlotte (as indicated in the email from Mr. Altair **) but have only been able to leave messages. No one has ever answered the phone when I have called and I have not received a return call to any of my messages which always included my name, Net Tracer #, and my cell phone #.

I have also sent 2 complaint emails through US Airs website but to date have not received a response. This past Wednesday, I tried a different tactic and called US Airs reservation department and after a wait spoke to a representative. I told my story and was passed on twice to other representatives. Each time I provided US Airs Net Tracer Number and each time I was told they could not find it in their system. The last representative seemed to try the most. She put me on hold and said she would contact Charlotte's Lost &Found.

Upon returning to me, I was told since it was more than 7 days and if they had my iTouch it would have been sent to Charlotte's Central Baggage Warehouse. I told her I've been trying since my first day back in the States (8/16) and she apologized for any inconvenience. I was told that I would be able to speak to someone (in lieu of an answering machine) at the Central Baggage Warehouse. Since Wednesday (9/8) afternoon through Noon today (9/10), I have placed at least a dozen calls. Each time the call goes directly to a voice mail message, not an actual person.

After listening to the voice mail which basically tells you that if you lost something it most likely will not be found, it asks you to leave your name and identifying information about your lost item. And each time at the end of the voice mail it says the mailbox is full, try again later! Are you kidding me! I really am at my wits end over this issue and hope you can be of some help. Any help would be greatly appreciated.

1) On Thursday, September 2nd, my children, myself, my brother and his family boarded American Airlines flight #1807 from Newark Airport to Dallas Fort Worth. Our seating was fine on this leg. We then boarded American Airlines#1484 from Dallas Forth Worth to San Antonio and this leg of the flight was somewhat of a nightmare due to seating but we worked with it. For some reason, we were not able to book seats, via phone, Expedia.com or the aa.com website and had to book them at check in, where we checked 4 bags 1 per person. We were in the back part of the plane when there were several empty seats (not for sale) where my children and I could have sat. These seats were not an option?

My horror story on Monday, September 6th and still has not ended. American Airlines displayed what appeared to be the worst customer service from check in to today as I am still missing my luggage/baggage. AA#1534 from San Antonio to Dallas-TSA issues and no seat assignment

1) I arrive at the airport around 7am to check in and obtain seating and pay the $25 per bag. My son's bag is ripped from side to side. There is no ticketing agent around for us to file a claim so we move his items into my bag and my other son's bag and have to leave his at a trash can. We checked in and the only seats available are next to the bathroom. We then have to wheel our bags to receive tags and then wheel to TSA to scan and I see a TSA agent going through someones bag 1) She had no gloves on.; 2) She was emptying this person's stuff and dumping it to the side.; 3) She had no stick she was clearly just rifling through this bag.

2) This concerned me regarding my own bags as I'd just left them with another agent. So I stood there for a moment, watched them go on the belt. Another agent walks over towards me and says I can go because my bags just went on the belt. He then looked at the other agent and tells me again to move on. I stood there for a few more moments because I wanted to see if my bags came back off and wondered how my items would be treated.

3) We get to the gate. Everything is fine. Plane leaves on time. We arrived to Gate A in Dallas and have to get to Gate D and we have no seats assignments because we were not assigned anything in San Antonio AA#558 Dallas to Newark-Ticket Agent, Seat Assignments, Delayed/Lost Luggage.

We arrived at our gate and have 25minutes to get our seat assignments, use the bathroom, grab food, etc. As soon as I walk up to the counter, there are two ticket agents. I begin to say my name and the man cuts me off and says you must be Scott/Jenkins. I said yes. So he says she can help you and begins typing while a line behind me forms. He never asked to assist anyone else. The woman prints the tickets. I take them and rush my kids to the bathroom. When I come out of the bathroom, my brother is standing there with his family and says you have the wrong tickets. The woman thought you were me Scott/Moron family and gave me your tickets. She said she was sorry and thought we were all together. a) What if this wasn't my brother? b) Where is the security in this? I tried to tell her my name and they clearly ignored me and why wouldn't she say have her return to the counter vs giving him my tickets.

We board the plane (again we are in rows 31 & 32). The flight attendants walks up to me and says I know that you are not sitting in these seats. I know for a fact that these are not your seats and I was told that these were empty (I look up at her and notice in the DEF side someones uniform is sprawled across the seats). I said excuse me. She said again I was told that, "These were empty and you cannot just sit where you want." I said these are my seats. Do you really think I would want to sit next to the bathroom?" And so she demands to see my see my tickets, which I pulled out and showed her. She then says, "Oh, well I guess they were wrong out front." By now an older flight attendant shows up, tells her this happens all the time and now the passenger is probably upset and so the ticket agent has ruined this trip for us. a) This was very disrespectful. I've never had a stewardess speak to me in such a manner and again who volunteers to sit next to the bathroom or the back of the plane. There were several empty seats so she moved us from 31 to 25 and then the older woman kept checking on us, while the rude one never came back to say a word, not even a sorry after it was her mistake.

We land in Newark. We go to carousel#8 and the only bag that comes off this flight is my daughter's (AA388009). So we stand there and we wait about 5 minutes. Not a single baggage agent comes out of the office. So I go into the office. As I'm asking what is the delay, my brother comes in behind me. His luggage hasn't arrived either and we both are speaking to different agents. I'm asking my agent when will my luggage arrive. What was the issue? She proceeds to tell me that there is no message in the system. She has no idea and that there was a flight coming in around 6:30pm. Perhaps it would be on that. There was a cold rudeness in her voice so now I'm upset. It's 3:40pm. I feel I've been shoved around all day by AA so I give her all of my contact information.

She then asks me which bag#s are lost. I told her I don't know that information so we get the tag off my daughter's. She inputs the information into the system and hands me a printout (B1). I initially said delivery as I was tired. However, while she was over at the printer, she began to say how stupid I was, how she was not the one and how dare I ask her and expect her to tell me where my bags are to the other agent on duty and how she is about to have an attitude if another person off this flight comes in and asks her where their bags are. (Little did she know that the person standing at the counter that could hear this entire conversation was my brother)

I leave Newark with one bag. Go home and try to track my bags and notice that she has my cellphone number wrong. As I was giving her my contact information, I said clearly just my cellphone but she insisted on going over other numbers. I said again just my cellphone and repeated the number several times. So I called the 800 number to complain about her attitude, correct my phone number and find out about the status of my baggage. The representative on the phone proceeded to tell me she thought that they might be on the 6:20pm, flight#1432, so I went back to the airport around 7pm.

My children walked into the arrival baggage area. I instructed them to go to the lost and found, where we were earlier if they did not see anything on the carousel. They went into the office and found the second bag (B4-388008) and brought it out but did not have any of my paperwork that I had sent them in with. They said the lady in the red jacket behind the counter said, "Well, your mother was stupid to send you in here and if she wants her stuff she has to come and get it."

I go into the lost and found, ask for my paperwork and she (B3-Ms. ***) slids it to me. I said, "Is there an ETA on the other bag?" So she says, "What's the bag number?" I said, "I don't know. Two have arrived and I don't know how you read the tag." She says, "Then I can't help you." I said, "Excuse me. So you have the paperwork. We ripped the tags off each bag to file the claims and show what has arrived." She says, "Well you need to know the bag number." I then tell her, "I don't work for AA. That's your job to know and I want a supervisor. I'm done talking to you." So the representative that was helping my brother earlier stood shaking his head and knocked on a door for the supervisor who told him that they would be a minute. I see my brothers luggage so I contact him and asked him if he received a phone call because the 1st representative told me that we would receive a phone call as to when the luggage would arrive, then a phone call for delivery. The representative I spoke to over the phone said when the luggage arrived in Newark. It would be scanned and we would receive a call. Out of a steel door steps Mr. *** (B3). So I apologized in advance, said, ""I am *** off, I am tired, no one can tell me where my luggage is, I'm double parked, your staff is rude and I'm just not happy with AA right now." (At this point, yes, I'm irate. I have prescriptions, souvenirs, etc and I'm not getting help). He pulls me out of the office.

At which point, Ms. *** says, "I'm not calling anyone and I'm not calling the other half of her party to tell them their luggage is here. That is not my job and I'm sick of these people and I'm glad that the other person keyed her number wrong because she'll be awhile before she gets her luggage." So I then turn to Mr. *** and say, "Do you hear this? This is why I'm upset. No one is taking responsibility for my bag. This is frustrating." Well he then tells me it's not their responsibility to contact us. It's not their responsibility to track the bags. It's the delivery people which are not a part of AA. Once they arrive, they scan and that's when information shows up in the system. I said that is not what I was told. He then asks for all the information. I hand it to him and he says, "Oh bag AA 388007 is the one that is missing." I said now how come the agent couldn't do this earlier. He just shook his head. He tried to apologize said that he understood, etc. in which I began to calm down.

We go back in the office and he checks some back room. Ms. *** begins to say, "Hmp, I wouldn't help her and she was stupid to send kids in and by the way your kids were rude. They cant come in here to get bags. You are the adult." I said, "Excuse me. Have you ever traveled? Have you ever lost your bags? Until then, sit over there and shut the *** up because now I'm getting *** again. (Again as I stated, I was irate so I'm not going to say I wasn't cursing because how dare she call me stupid and then say how I should handle a wrong doing to me.) So he writes down my number and says he'll look into this and contact me. (I have yet to receive a phone call from Mr. ***.)

I leave Newark Airport and call the 800# frantic and ticked. The representative on the phone proceeds to tell me that my bag was on flight to JFK not Newark. My bag left San Antonio went to Washington, DC and then from there is headed to JFK. Wasn't that funny? *** no, it was not and that flight would not arrive until 9:50pm. (I am two hours away from JFK and there was no telling when I would receive anything and they couldn't verify/confirm delivery.) So we went over my information. Again my cellphone number is wrong, so she changes it again.

This am, September 7th, I have not received a phone call. The aa.com is updated and shows my bag is found but doesn't say where, when to expect it, etc. There is no real info. I contact the 800 number. A representative informs me that it is at JFK. It's an outside delivery person and they have up to 10 hours to get me my bag and hangs up the phone. I ask if I can get an approx. time and will someone call me. She tells me no, that is not how they operate. What I can do is leave a note on the door that they can leave the bag because the 2nd delivery time is on me. That they will not call me beforehand and it's my responsibility to let them know what to do with my bags. I said to her I paid to check these bags. It's not my responsibility. I didn't lose them nor did I fly into JFK. I don't think this seems fair that I am now waiting. I won't receive a call and if I'm not home, they will leave on my front porch or not leave at all. She hangs up.

I call at 12:30pm and I ask if the delivery people can be called and given my information so I can have an ETA on my bag. The person puts me on hold, reads me my phone number which is wrong again. So she corrects it and gives it to the driver. She says who says they are thinking 5pm but will try to call 1st. My brother picked up his items last night after I'd left. He walked in and Ms. *** was saying what the ***, another one is picking up their luggage. I'm going to stop calling them. Now he had been receiving messages from the time he submitted a claim, where he was getting updates regarding his luggage. Now, I'm not saying I did not have an attitude. I was and still am highly upset. AA is not taking any responsibility on any level for the treatment of my seating to my delayed luggage. I am frustrated. I know I used several curse words and I am still upset as to where my belongings are. AA has violated me, infringed upon my time, not lived up to their responsibilities to provide customer service, etc. as their motto states and honestly has been a disappointment.

My trip was stressful and has been a headache/nightmare to which I am still dealing with because I do not have my luggage. Your staff acts as if "Oh, well." It's not "Oh, well." When you are charging people to check luggage, how could this happen? How could luggage end up on American Eagle to JFK, when I was on AA to Newark? This is absurd and then I have to wait 10-12+hours for my luggage due to AA messing up.

Attached are receipts because if my personal items are missing, not in my luggage, etc. if you think I am upset now over a delay, know that I will be highly upset over damaged/missing merchandise. This is just ridiculous that someone should have to go through something like this and there is no resolution from any AA personnel because it's not their responsibility regarding my delayed luggage. Well then please tell me whose responsibility it is and no one had on a nametag/badge, etc. so there was no way to get names, identify employees, etc.

The people that best helped was the 800 supervisor I spoke to yesterday, the male in Newark that assisted my brother, the 800 representative that just called the delivery person to try to identify a time for me today. Past that, everyone else has been of no help. I honestly thought that Mr. *** would have tried but I don't even believe he was a supervisor. I'd appreciate a reply because as you see below, I'm notifying every person whose contact information has been listed on sites. This has just been a nightmare for me. I think that AA needs to do a better job, set the standard for delayed/missing/damage luggage because we pay too much money and I should not feel hassled, harassed, etc when I did all the right things and followed protocol. Now, when does AA step up? Or is it because I was not in first class, I am an ** woman, etc?

It really makes me rethink flying AA let alone not sharing this tale with others. And just to reiterate, I do not have my luggage nor have I received a call as to when I can really expect it and hope that all of my items are in my bags. When asked what happens if something is missing, I was told I would have to go to aa.com and find that contact information. This needs to be handled better because I am the victim not AA.

The all black crew in the airport preferred customer desk were rude and ugly to all of us and so slow, it was unreal. You need to change some employees or give them lessons on how to treat customers. I am 67 years old and could barely walk; I asked a security guard on a tram to take me to baggage and he refused. This is not how I am accustomed to being treated with the other airlines I travel on which is several times a year. I will go out of my way to tell people not to use US Airlines and will never get on one of your planes again unless it is free and have 36 hours to kill making one trip. I feel I should be given a round trip ticket to anywhere in the USA to make up for all your useless employees.

Well, we sat around for over an hour. Finally, the person at the desk told us to follow her, and we went on Safari to the place the bus was to be. After another wait, we were told to board the bus. I have no idea how long it was between the time we were supposed to fly out of Philadelphia until we got on the bus. I do know that the bus driver had no clue about how to get to Stewart Airport.

After a long ride on the New Jersey turnpike there were signs announcing our approach to the George Washington Bridge. I knew we were not headed for Stewart, and had mentioned it to the passenger behind me. He didn't have a clue because he was evidently not familiar with that part of the country. Finally, another passenger spoke up and asked why we were going across the G.W. Bridge, that this was not the way to Stewart Airport. He went up to the front and sat in the seat next to the driver and told him how to go the rest of the way to Newburgh, NY. The bottom line is that we arrived at Stewart Airport at approximately 10:00 P.M. I don't know whose fault this was, and I don't care. I do know that the buck stops with the airline, and I did not receive the service for which I paid. I am 80 years old, and had a rental car waiting for me. I don't know what I would have done if I had missed a flight connection there. By the time I got out of there, after a half hour or so waiting in line at the car rental desk, it was 11:00 P.M, and it was after midnight when I got to Danbury,CT which was my destination.

I am entitled to some compensation for this "customer abuse". And one more suggestion, your personnel should be able to communicate more clearly. The person at the Philadelphia terminal who dealt with us clearly has a speech problem. I could scarcely understand her.

First, my sister had to fly on an emergency flight back to California early. We didn't have time to cancel so we decided to eat the cost. My dad politely explained the situation to the flight attendant who replied in a brusque manner, "Do we need to go up front to talk to an agent?" My dad said no, we are going to have to lose the money. The flight attendant then said, "It better be for a good reason". She said it with such a condescending manner I was completely shocked.

Next, the flight attendants put up a sign in the back of the plane stating, "The plane lands at 10:30". They gabbed in the back of the plane for the entire flight with a look on their face that made you want to run the opposite way before asking them a question. One of the flight attendants then stated over the intercom, "We are here primarily for your safety but we would be glad to help if you have any questions". Really, I thought flight attendants were there to help us feel comfortable as well as for our safety. There are still people out there nervous about flying and having grouchy flight attendants does not help in the least.

The captain was completely non-communicative. He informed us that we were landing after a heart-dropping lurch downward. The list could go on with additional complaints but these are the main ones. I will only fly American Airlines if I have absolutely no option. I would rather fly Southwest. At least the flight attendants have a great sense of humor and have made me feel welcome on every flight. Hopefully, Southwest has flights to Hawaii.

When I contacted American Airlines for compensation for the downgrade, they refused. I then wrote to them (I addressed my letter to their CEO, Mr. Arpey) with the same request. At this time, I have not received any answer from AA. Nothing. It seems to me that if I paid for a level of service, I am entitled to receive it. American appears to brush off my demands. The flight was for 3953 miles and I am entitled to an upgrade for me and my wife for a similar flight or a refund for the difference. I can also point out that in addition to the forced downgrade, the flight was also delayed three hours and my luggage was lost in London for 24 hours. For these inconveniences, I am not seeking compensation.

Well, it took almost 5 months for my mother-in-law to get the letter form the doctor but on May 19th, we sent a letter via the US Postal Service describing the request for a refund, including the original letter from the doctor. After not hearing back from US Airways, I sent an email to them on July 21st of this year inquiring about the status of the refund. They indicated that they had replied to my letter in June; however, I never received it for some reason. So I again went thru the details and sent the copy of the original letter to them. On August 10th, they responded that they could not grant an exception and refund our purchase amount of approximately $429. They offered no explanation whatsoever but said they would charge me $150 to make any changes to the ticket within a year from the original purchase date if we decided we still wanted. So this is where it ended up and I find it appalling that a refund could not be granted under these circumstances.

When I viewed my American Advantage statement in August, it showed my 13,399 miles expired. So I contacted American Airlines Advantage Customer Service and spoke to Regan. Regan not only was rude, but she refused to address my issue. My request is to have American Airlines reinstate my expired mileage back into my account as promised.

After a while, my wife comes to me and tells me that the flight attendant gave her a document but she doesn’t know what it means. I go upfront and asked the flight attendant what is happening. He tells me that my wife has spoken rudely to his colleague. I answer that there must have been a misunderstanding because she doesn’t speak English. I apologized anyway and he tells me that everything is fine now. What happened is that my daughter who is seated 2 rows behind my wife dropped a game on the floor while the attendant was advancing with the trolley? She calls her mom loudly to tell her. My wife wants to call the attendant but of course since she doesn’t speak English, he does not understand so she tries to catch his attention by touching him on the shoulder and he reacts very rudely pointing her to go back to her seat. Then she receives the document like I explained earlier. The flight attendant involved was of Hispanic origin and short.

We continued our flight and when we landed, I got out of the plane after my family who I found seated surrounded by police officers, officers of US border and immigration and members of the FBI. These people were all very kind to us and told me that clearly there was a misunderstanding but that the procedure was to wait for another person of the FBI that would listen to us. After 90 minutes of a long wait, the FBI person who was a lady came and with a lot of courtesy said that we could leave.

What is unacceptable is that a flight attendant with no ability of analyzing a simple situation can get a whole family under custody of law enforcement just because he says so. He was rude and lied because he couldn’t understand. There was no shouting and no fighting in this situation and the flight attendant overused his possibility to accuse a passenger. I believe that he was not able to deal with the situation and because of what he did should be pursued as well as the company American Airlines. English is not my mother tongue and I hope I was clear in my explanations.\

So I asked for a refund. I was told to do it online. I did and then was told that you would reimburse me. I went back to Iraq to finish my tour and just came back from deployment to find out customer relations lied to me and denied it. You need to call me urgent, before I start a law suit against the company as well as a media interview explaining how your company did an injured soldier of war wrong by all that you did even knowingly that his brother had died, and then he was injured at war and lost a battle buddy there as well. You have exactly 24 hrs or less to contact me back before I go through with everything.

As soon as we were out of the terminal, I realized I had left my laptop and I immediately called American Airlines, at the Airport, and asked if anyone had turned in my laptop. I specified the flight number and our seat numbers, 14 E & F. I was told by the American Airlines representative that there was no laptop and that I should call back later in the day. I called back later in the day, as well as the following day. I was told no laptop had been turned in. I also called the Manchester Airport lost and found department to no avail.

Fortunately I had a loss recovery tracking program through LoJack loaded on my computer. I borrowed another computer and emailed LoJack of the loss. To make a long story short, after filing the proper police reports, an investigation was initiated. A signal from my computer was identified and eventually, it was determined that my computer had been stolen. The thief was identified and apprehended and my laptop recovered. I was totally shocked and dismayed when I was informed that the person who took my computer was a woman who worked as a Customer Service Representative for American Airlines! I have a letter from the Manchester Police Department confirming this.

In this technological age, we have become quite reliant on computer technology in our everyday lives. My computer was my communication line to my friends and family at home and to my office, while abroad. I also had our travel itinerary on the computer, web sites for places of interest, contact numbers and addresses while in the U.K. Our hotel reservation confirmations, etc., for both U.K. and Chicago were on my computer. To a sophisticated hacker, some of my financial information may have been accessible. I was quite distressed when I realized my loss. Because these things do happen in life and it started with my leaving the laptop in the seat-back, after a few days, I eventually resolved to make the best of our trip. It is foreseeable that another passenger could have picked it up or one of the cleaning crew might have seized the opportunity, and I would just have to accept the loss.

However, when I learned that it was an American Airlines Customer Service Representative, I became quite angry. Customer service representatives don't routinely walk through aircraft after passengers have deplaned. Obviously, someone else had done the right thing and turned my computer over to someone they trusted to do the next right thing, i.e., find a way to get the computer back to the rightful owner. My wife and I called American Airlines at Manchester Airport numerous times. If the customer service representative had been trustworthy, as she should have been, I would have had my computer back that very morning and everything would have been fine. Instead, I suffered days of stress and weeks of inconvenience (the rest of our trip) without my laptop.

Upon returning to Hawaii, I felt like suing American Airlines, however, I wrote a letter to American Airlines Customer Relations in Dallas, Texas. I explained everything and provided the Police Incident number, as well as the Police Report number, so that they could verify the incident. I figured it would be easy enough for AA to verify whether or not one of their representatives at the Manchester Airport had found herself in trouble with the police and, perhaps, her department. I provided copies of my communications with both the LoJack investigator and the Manchester Police CID investigator. I guess I was naive to think that American Airlines Customer Relations would do the right thing.

We deplaned gathered our luggage, went through security, got loaded into vans that took us to our US Airway sponsored hotel. This was all completed by 9:00 PM. The Oasis Hotel that was chosen for my family was a 2 star all inclusive hotel. We were concerned immediately of our where a-bouts when we saw the cliental. All seemed to be under 22 years old and intoxicated. We waited in line for 45 minutes under temperatures of 90+ with high humidity. We eventually were placed in 2 rooms with 2 double beds. They gave us an old fashioned metal room key and purple bracelet for the all inclusive stay. Once our rooms we found, the air conditioning did not work in one and the TV did not work in the other. There were insects such as ants and cockroaches. The bathrooms were not clean. The mirrors were old and had lost the silver on the backing. There was a strong mold or mildew smell. The hotel hallways were very loud. It had that "March break... girls gone wild", atmosphere, and way too loud for anyone to sleep.

So we decided to leave the hotel and go elsewhere. We talked to the front desk staff. Here we ran into many of our fellow flight people we had met earlier. All had the same complaints and wanted to leave the hotel. But suddenly, all of the front desk employees could speak very little English. We asked them numerous times if they could put us in touch with a US airways representative. But this never happened. We asked to use their phones but they said they would have to charge us for the call. Those who had cell phones had no signal. In the end the desk clerks said they were talking to Carlos. They would not let any of us vacationers talk to Carlos but it seems as if two or three of them were taking to him at the same time on different phones (we didn't believe them). So the resolution was the Oasis staff would upgrade us. We got two rooms in another building approximately 1/8 mile from the front desk. We went to our room and found that neither of our "slide cards" activated the door lock. So I walked all the way back to the front desk and let them know the problem. They told me there was a problem with the door lock itself and would send a maintenance person immediately. I walk back and waited in the heat with my family for another 15 minutes. My wife and kids have been sitting in the 90 heat and humidity now for 40 minutes. By the way our luggage still had not arrived. So I walked all the way back to the front desk to "raise hell".

It was now about 10:20pm and we could still not get into our room, I was a hot, sweaty, 47 year old who was getting really tired of lugging my soaked body around the resort premises. Bumping into drunken teenagers while knowing my 10 and 16 year old daughters are crying in the hallway, waiting for me to solve this issue. After raising my voice at the front desk, I finally got results and was able to get into our rooms.

We quickly freshened up and ran down to the restaurant area to get food, since we have not eaten in 8 plus hours. But was too late. All the restaurants were closed by 10:30PM. It was now 10:45. We could see people inside the restaurant eating but all doors were locked. Very frustrating! So I asked the hotel front desk person (getting to know them quite well) where we could eat. He said the snack bar opens at 12:00am. We were **. If it wasn't for the hotel key issue we would have ate and been done and ready to sleep. So we walked down the street approximately 1/3rd mile and ate at a seafood restaurant. It was a great meal. It cost me $208.32 but it was what my family needed. We finished and walked back to hotel Oasis in the rain but were replenished. Once back at the room I found that one of the room keys did not work again. I had to march back to the front desk and raise my voice again to get results. My wife and I waited 25 minutes and were finally backed in our room for 12:45 AM. How discouraging!

Well, the next morning I woke up around 7:30 am and left my family to sleep. We were to check out at 12:00 noon and take a US Airway taxi to the airport at 12:30. I found what was a nice restaurant on the north part of the Oasis grounds. I later brought them there to eat breakfast. They slept till 9:30. We got there around 10:00 and waited in line for 20 minutes in the heat. But we were looking forward to the air-conditioned breakfast. Once we were about to be seated, we found that this part of the hotel was not covered by our purple bracelets. We needed the black ones. Well this time my wife got upset. She ran to the front desk and complained. We were sent to the purple bracelet restaurant. When arrived we found it was closed for breakfast. Once again, we could see every one eating inside but there was no way in. All entrances were locked. How frustrating!!

So we went back to our room and gathered our luggage and went to the front desk for check out. The line was huge! And it was not moving! Debra, my wife was concerned we were going to miss our taxi ride and possibly our spot on the plane, so she went to the front on the line and asked for a manager. Here complaints and reasoning actually worked. We were taken care of immediately. Soon others from our plan followed suit. We took the taxi to the Cancun airport were we ate lunch at Jimmy Buffets Margaretville. It cost me $131.60. We boarded the plan late but arrived in Philadelphia on schedule. Please see the attached receipts for our meals. This does not include the cash tips paid to the waiters. I hope the letter provides you with enough insight to realize you should not do business with this hotel in the future.

To my surprise I found out that I would be charged a total of $120 for both pieces of checked in luggage round trip. I have spoken to the manager on the shift, Ryan at the airport after waiting for an hour and half. He insisted on charging me for the luggage on my travel day (September 1, 2010) after I had shown him my reservation with Lufthansa airlines. His reason was all flights were not booked under the same reservation. I did not know us airways had this rule written on their website on the baggage policy, international travel, or policies and special needs policy.

I did not see it, even after looking for this policy. Had I known, I would not have booked and bought tickets from us airways. This is a technicality that I did not know about or even read on your website. This charge is unjustifiable and uncalled for based on the fact that I'm traveling overseas as already proven to us airways. Your assistance is greatly appreciated in this very important matter. Thank you very much.

The lady asked to see my ticket, so I showed it to her and the lady that had originally told me no, heard me, came over and said to the lady holding my ticket, "I already told her that her ticket isn't eligible to fly standby". I said "but you have empty seats, what are you going to do with those?". She said even if there were empty seats, I couldn't have them. What sense does it make to not let me on? It doesn't cost them another dime to let me fly on the same flight 4 hours earlier if there were empty seats as opposed to making me sit in Chicago and waste my day. I had a paid ticket and it wasn't like they were letting me fly for free.

While I was sitting there waiting for my originally scheduled flight, I saw a sign with an Am Airlines phone number on it. So I called to ask why I had been denied. The guy on the phone was as rude as the ones working at the desk and rudely told me that the people working at the airport know the rules. I didn't ask if they know the rules, but if your company has rules that involve pissing off customers instead of accommodating them especially when it doesn't cost the company anything extra. Then your rules need to change or your company should go out of business. On the way back from Cleveland, OH, I was routed to Dallas, TX. Once again, I had a 5-hour layover. Once again, they denied me getting on the exact same flight, only leaving earlier. This time, however, they topped it off with what turned out to be a 3-hour layover.

I was supposed to leave Dallas at 6PM but they changed it to 7PM. Then again to 7:40PM, then 8:40PM, then back to 8PM, then back to 7:50PM, then upped it again to 8:10PM. We actually boarded the plane at 8:20PM and the plane finally took off at 9:15PM. I will never ever again fly American Airlines. All of this could have been avoided if they had just let me fill an already vacant seat on an earlier flight. Now, they've lost a customer for life.

The US Airways employee was condescending. The employee called our son "boy" in an insulting way and said, "You Americans are all the same. You need to be taught a lesson," and similar slurs and rude comments. The employee said, "I can get you to America in 3 days. So enjoy your stay in the airport!” Our son had to spend the night, paying $250 for room and board at the airport. Then, US Airways made him pay $1074 for an upgrade so he could fly the next day, and charged him another $250 for a re-booking fee, total of $1574 extra. And his US-Paris-US ticket was only $1370 originally! We will never fly US Airways again and warn others to beware; this is the most consumer un-friendly airline on Earth.

When she arrived in Charlotte, (after only sleeping 3 hours the night before, tired and emotional) she was told her connection to Asheville would be delayed. An hour later, she was told it was cancelled. She called us trying to hold back the tears because she had no idea what to do. We sent her to the "special services" line, and when she reached the attendant, she was told there were no flights until Saturday (2 days later)! Trying not to cry, she told the attendant she was only 16, and asked her what she was supposed to do. Another attendant didn't even look up, but murmured, "Well, her parents didn't tell us she was a minor so there's nothing we can do"(**side note: when you purchase tickets online there is no designation for a 16 year old, only adults or children up to-14 years old).

We were ready to drive the 3 1/2 hours to pick her up, but that would have meant she would have to sit in the airport, exhausted, scared and alone for 3 1/2 hours. As it was, it was 6 p.m. and she had been up since 6 a.m. and in airports since 7. Luckily, we were able to find a car service ($600) to drive her to us but when she went to get her bag, she was told it had been put on another flight and she couldn't get it. No "lost luggage" code because it wasn't lost. Now it's three days later and we still don't have her bag. With multiple phone calls to customer service, putting us on hold for two to three hours total, it has been a nightmare.

We were lucky that we had the means to find safe transportation for her that night. I can't imagine what would have happened if we weren't available and didn't have connections to find alternative travel. The multiple agents that she encountered that evening were of absolutely no help at all. There was no consideration that she was a child traveling alone, no sympathetic adults, no kind smiles, no information other than the fact that she was ** out of luck. The icing on the cake was that her cell phone died, so she had to ask a stranger to borrow his cell phone to call us. Needless to say, we will never fly US Air again! Ever !

I boarded the plane and had the seating assignment 16F. When I found my seat, there was a young couple who were seated in the window and center seat; so I opted to sit in the aisle seat 16 D out of convenience. Everyone was seated and the flight attendants began their usual safety checks. I was approached by a middle-aged balding Caucasian male flight attendant, medium build with a beard, mustache and black framed glasses (Charles) and was told that my pet carrier was sticking out over the required limit. He proceeded to point to the metal on the seat in front of me that is used as a guide for carry-on under seat capacity.

The carrier was over the metal guideline less than one inch. I attempted to explain to him that the pet carrier was FAA approved and that my pet usually accompanies me on all domestic flights. I then tried to clarify that my husband and I have used the same carrier for years and have boarded multiple airlines with no problems (most recently Southwest). Charles then continued stating, "This is against federal regulation and I'm going to the front to see how to proceed." While attempted to rearrange the pet carrier to accommodate his request, I then stated, "I don't know what you want me to do. I'm doing the best I can.” At this point attention was being drawn to the situation and several passengers assisted me in rearranging the pet carrier.

We had managed to arrange the pet carrier so that it was approximately two inches behind the required marking point. Charles was discussing the situation with two other flight attendants in first class and I went up to the staff and requested that the first flight attendant (Isaac) view the position of the carrier so that he could draw his own conclusions. The two men followed me back to my seat and Isaac proceeded to say that he did not see a problem with the carrier, but again reiterated that it was Charles decision. Charles stated, "Well, there's not a problem with it now.” But it wasn't behind the line and then he got on his knees and was touching my leg in an attempt to again point to the metal guideline on the seat in front of me stating, "The carrier needs to be behind this metal piece." I clearly said, "Do not touch my leg."

He again proceeded to reach down to show me the metal piece and touched my leg again. I reiterated, "I am aware of the marker, but it is not okay for you to touch me." He then got off the ground and I was informed by the first flight attendant that Charles was the safety attendant and that while he did not see any problem with the way the carrier was situated, ultimately the decision was made by the safety attendant.

At this point, the surrounding passengers were staring at us. The safety attendant then said, "Well now there's nothing wrong with the carrier, but there was a problem before.” I proceed to say, "Then end of discussion." I was then told that I could be removed from the plane for being disruptive. I proceeded to stay and said that I just want to read my book. The flight attendants went to the front of the plane for further discussion, and I was again approached by the first attendant who informed me that the safety attendant was strongly considering removing me from the plane and had requested that I remain silent for the duration of the flight. I again agreed. But I did not feel that I was being disruptive, nor did I feel that anything I had said or my actions had in anyway been out of line.

Throughout the flight, Charles had repeatedly stood in the isle where I was sitting while carrying on his normal attendant duties. I had received feedback from other passengers in my area and they had said that the safety attendant’s actions were both unprofessional and inappropriate. The two female passengers closest to me provided me with their names and contact information (listed below) and have agreed to testify to the manner in which this situation was handled by the safety attendant.

Once the flight had landed, I met with the first attendant and requested to speak with a supervisor pertaining to the above information. I was courteously asked by Isaac to wait until the passengers had left the plane and was assisted. I had asked for the safety attendant’s name and was told that this information could not be given to me and that a brief description of him should suffice. I later learned that his name was Charles. Ms. Peggy H., a Fort Myers supervisor, had met with me once I disembarked the plane in the circular area that connects the plane. Peggy requested my name and wrote down the flight number. Charles was standing within three feet of us staring at me and I proceeded to ask her if he needed to be there. I was informed that he did not and I asked that he leave because I felt intimidated and uncomfortable. I proceeded to explain the above to her when the first attendant returned because he forgot to complete his cabin check. He briefly informed Peggy that I had been "very polite" throughout the entire ordeal and left.

After explaining the situation to her, we headed up the ramp and met briefly by the information counter. At this point, the entire flight staff had left the plane. To both of our surprise we found Charles and the first flight attendant sitting there conversing after everyone had left. This was pointed out to me by Betty and she suggested that we go downstairs to discuss things further for privacy. We began walking down the corridor when she then stated, "I think he's (Charles) following us.” I proceeded to turn around and Charles was again right behind us despite the entire hallway being virtually empty. We went down the escalator and were headed to the baggage claim area when he again came up to us and confronted Ms. H. asking what her name was. Ms. H. had agreed to file a report pertaining to the above.

The entire encounter was exceedingly upsetting and extremely unnerving. I felt that immediately Charles actions were punitive in nature rather than solution focused. He did not offer any solutions to the problem which was resolved very easily. It was very clear that his behavior was intended to be intimidating and he displayed an abuse of power and authority. The fellow attendants had commented that I was "very polite" reaffirming that the threat to remove me from the plane was out of line and completely inappropriate. I did not feel that this was a safe environment and that I was penalized unfairly.

By Charles standing there waiting when I got off the plane, waiting for us when we returned to the airport and following us down the corridor, further exhibits his level of discomfort and his multiple attempts of intimidation. His inability to let go of the situation even after he himself had admitted that the carrier met the requirements was also alarming. Had he not have done anything wrong, there should be no need for him to continue to push the issue.

I can further say that I have never been treated in this manner. The message that was sent that day to me and the surrounding passengers was punitive and reflected negatively on US Airways as a whole. This is a shame because although there were many good staff members (Peggy and Isaac) working for your company, the passengers on the plane will remember Charles' behavior and intimidation. To make matters worse, this was not the original flight I was supposed to take (it was flight 1157 at 10:05am from Philadelphia, first class).

I was given the confirmation code C6nsx7 and had made the original flight arrangements on 6/23, but called to reconfirm after I did not receive a confirmation email and was told that the staff member assisting me had not put my credit card information in. So I had to take a separate flight and was not able to fly first class. I was also told that I would be charged an additional $75 for booking the flight within two weeks (a charge that was later dropped). I also had to call twice and make two requests before my pet reservation went through. I spent $200 for my pet to fly round trip only to have to deal with abusive staff.

My husband and I had over 100,000 miles from using our US Airways credit card. I feel that the entire experience has been so unpleasant that unless steps are taken to address the situation and correct the problem, I will not longer be a patron of US Airways. Please feel free to check my records for additional information pertaining to the above information for further clarification. Please feel free to contact (name removed) and (name removed). They are the two witnesses who have agreed to testify regarding the situation. I will be more that happy to provide you with a photo of the carrier which meets FAA standards.

I was not able to get back down to the gate due to a security lock out. I informed the AA Agents just before you go through Immigrations and the Baggage Area of my problem. They had a Security Guard dispatched to the gate but the camera was not located. I immediately reported the loss to American Airlines Lost and Found at the Miami Airport and have been in daily communication with Carol **. I was informed today by Miami AA Lost and Found that my camera should have been sent to Lost and Found on the day of my flight (3/16/2010) by the Gate Agent since this was an International Flight.

Although the camera was new, my loss of my 3-week vacation pictures is more valuable. I would hope that my camera was misplaced and not stolen by the American Airlines Gate Agent. I am asking for an investigation into this matter and the recovery of my camera since at least three of the crew members told me that they turned my camera over to the Gate Agent. Your records, should not only know the name of the Gate agent on duty, but also the crew members to verify my story of the fact that they had found my camera and turned it over to the gate agent. Where is it now since it was in the possession of an American Airlines Employee?

They told me I needed to call back when I knew what dates I wanted to travel (as long as it was within a year of the 1st travel date). I didn't think this was odd because that is the same process they had given me every time that I had to change my plans in the past. I called today (August 4, 2010) to change my flight dates and was told that the ticket was voided and marked as a no show. I explained to them that the last time I called, they had told me to call back when I knew what dates I was going to be traveling. But, they said the customer service rep had not canceled the itinerary so the ticket had no value. And there was nothing they could do.

I talked to the supervisor who told me the same thing. I had her look at my file and the fact that I had been a loyal traveler with American for over 12 years and had paid for numerous amounts of the $150 rebooking fees. Was American willing to lose a customer like myself over their oversight? She told me they didn't want to lose any customer, but she couldn't do anything for me. If the customer service rep had canceled the itinerary in the computer, they could give me credit toward the ticket. But, because the customer service rep had not made that change in the computer they could not do anything.

Needless to say, we were not upgraded at any point along the way. Our up close seats consisted of getting row 25 in the middle 5 seats in a 777 where there is not enough room to even cross your legs or straighten you legs. Return flight row 37. They ran out of food, no apology just slapped some crap down in front of me, and said that was all they had. Flying back through Chicago, we had 40 minutes to get off of the flight, go through security, get our bags, go back through security, check our bags again then go to another terminal. I asked if we could get some assistance was told no, this is up to you to do! We are seniors, and had to run with our carry on bags all the way. It was terrible. We have almost 300,000 advantage miles! Too bad they are worthless! I will not fly on American Airlines again!

Instead I only arrived to work at 11.30 thus causing me monetary loss in the sum of 125 as well as disturbing the working relationship between my boss and me. I was very upset and frustrated by this.

I do not understand why the AA agent would think that the Travelpro could not fit on the overhead storage compartments, it has never been a problem any flight that I have taken with American Airlines. The only time it would not fit was when I take AA Eagle flights in which case, it would be gate-checked for free.

I would like to request a voucher to reimburse us for the $25 that my son was charged for the luggage. I am very dismayed and feel that my son was taken advantage of due to his inexperience, he paid the $25 as he is not used to confrontation with adults and authority figures. I am very disappointed on how my son was treated on this flight and would like to request that the gate agent on that flight be counseled, as clearly, there is no issue with the TravelPro fitting into the overhead compartment. Children should not be taken advantage of, especially when they are traveling alone.

She scheduled airfare for 14 people with travel dates between 9/16 and 9/19 of 2009. In June I learned by that the wedding planner ** had left the agency and the agency itself ceased all wedding planning and related travel activities. Nobody made the effort to notify and I had to found out by contacting their Florida office after the planner was not returning my calls and/or emails regarding a request to change travel dates. The person on the phone told me to retain another agency or planner which I tried to no avail; nobody was interested in picking up the pieces.

American Airlines reservation was no help and neither was the Dreams reservation desk. With the chaos at hand we decided to hold off on the trip, proceed with a local ceremony and rescheduled the entire thing for the same date but 12 months later and celebrate our 1st anniversary (2010). The plan appeared simple and everybody agreed. Today, airfare for 14 travelers from 3 different cities at a total cost of $9,135.00 are expired as they were booked in February of 2009 for travel in September and airline policy states "valid for 1 year from the time of booking" not the travel date as I understood.

Please note that I never received the actual electronic tickets or travel details from the Florida agency and insurance was never offered either. I spend 45 minutes on the phone with a friendly AA reservation agent to obtain all 14 PNR's. She encouraged me to take describe the circumstances to the Customer Relations department who would be able to evaluate and handle my issue. I did, on several occasions, and thus far have only received canned 'So Sorry' responses pulled from their knowledge base application and nicely audited to give you the feeling of a personalized response.

AA Customer Relations accepts 'Complaints/Concerns/Compliments via mail/fax/email. All other 800-numbers lead to anything but the Customer Relations department. In conclusion, I am not asking for a refund, I am willing to pay the change fee and/or difference AA is not lifting a finger.

I love US Airways planes and people, but they have just dropped to the very bottom of my list for desired airlines. Is this really legal?

Let us start with how we got here. US Airways, my fiance and I, as well as the rest of the packed plane were, coming and going, offered a generous incentive by the flight crew to sign up "in-flight" for their "World Premier Mastercard. " Now, Mom always said an offer too good to be true usually is, but in these hard economic times incentives to drive business make or break many a business. The incentive in full detail can be found at ** or a link found on front page of the US Airways home page. These included 12,500 bonus miles with first purchase and12,500 miles after $750 spent in the first 90 days, two companion tickets a year for $99 and for signing up in-flight, an additional 500 miles plus credit for our current trip.

We were informed there was also a lesser card for those who didn't qualify and were given enough disclaimers to know about the annual fees but as we both have excellent credit and good jobs, we weren't worried about being approved. We discussed the pros and cons and after reading the fine print signed up on the flight home. We took the offer because it would provide us the ability to fly ourselves and grandparents to a destination wedding. This was June 6, 2010.

On June 16th, I received an email saying congratulations I got the card and welcome, my card would be arriving soon! However, two small details led me to question the card I was approved for: a lesser yearly fee and one companion ticket per year for $149. This card would also only provide 10,000 miles instead of 25,000. $15,000 worth of spending would have to be done each to earn those points! No longer a bargain! The $30,000 we would spend to earn the flight to our destination wedding would pay for a pretty swanky one right in Philadelphia! I immediately started by calling the number listed on the email which took me directly to Barclay's Bank. I explained that the card I received was not the card I had signed up for and that I wished to know why the change was made. The gentleman said he was unable to tell me other than it was what I was approved for. I explained my excellent credit history and asked what the minimum income requirements were for the card.

I will only say the requirements for the better offer are extremely low and I make roughly 300 times the amount. He said they didn't have the ability to tell me what might have made them reject my request but suggested it was a credit score problem and he wasn't privileged to see that. As a concession, I requested a credit line increase, within minutes I was approved for thousands more! If it was a credit score issue, then why would that same bank be so willing to give me more risk? I hadn't even received the card yet! So now he was saying US Air makes the decision on which card is given and since it wasn't a credit issue it was because of them. He had no further answers and said I needed to write a letter to "the president" to ask for an explanation. Whose President he couldn't say but provided me with a P.O. Box number. So I called US Air and went through everything with them and was told they only provide the offer of dividend miles, Barclays handles the actual credit card and is responsible for the determination of which offer you are approved for. By now I was frustrated and decided to try again later.

By the next morning I had an email touting the "Premier World Mastercard" as something I should apply for! So I called to apply, I went through the story with two more people but finally asked to speak with a supervisor when I couldn't get any confirmation this woman who barely spoke English understood me at all. The "manager" from Barclays was extremely rude and made it very clear from the outset that he was not going to help and that I was wasting his time. Still, I ran through it once again with him; he said "I got what I deserved based on my credit history."

I told him I pulled my credit report the day before because of this and there was nothing amiss and would he please look at it again; he said they don't have access to credit reports. I told him as a bank making credit decision like yesterday's instant credit line increase they must. He said it was US Air that tells Barclays what card is to be issued, they only approve it or deny it. I told him I spoke with US Air yesterday and they state they've contracted with the bank to handle the credit card, they handle the dividend miles. He stopped talking. I asked again what he was able to do and then shut up. After a very long period of silence, I said I realize you intend to hang up on me so I'd like your name first please.

After another long silence, he said Neil. I said I was going to need a last name too as I was documenting everything. He refused to provide a last name but said his ID was ** and that he had helped me all he could. I pointed out that he had not done anything to help and listed everything he refused to help with. He thanked me for my call and asked if there was anything else he could do. I said I'd like the phone number to call US Air since it was "their fault"; he said I had it, so I said yes but at least confirm I have the right number. I started reading the number, messing up the last few numbers to see if he was even listening. He wasn't, of course and he didn't care that I had called him on it! If this is customer service I would be terrified to rely on this card! Heaven help me if I had a fraud problem!

So I started doing my own research into the matter to find out if this was a common occurrence. Not surprisingly my first search of "bait and switch by US Airways card" pulled up 29,000 hits! I'd say this was a pretty common complaint and one that had been going on for years. I was at least lucky enough and cautious enough never to have used the card or even activate it. Not that any of that stopped Barclays from billing me for the annual fee. Shame on you, Barclays for charging for something you have no record of the person receiving! You already had my name wrong, what makes you think you didn't get my address wrong too! (By the way, if you pay even a fee under an incorrect spelling, it automatically becomes an alias) But oh, that's right, Barclays already authorized their manager and employees to show they take no responsibility and don't care! In fact, the only person who spent any time talking to me, as nicely as possible, was the woman trying to talk me out of canceling the card. Pointing out how it was still a good offer, which had a 0% balance transfer fee and that I'd be paying a much lower annual fee. She even told me who the President of Barclays was and a third P.O. Box for him.

Lesson learned! And I hope everyone who reads this doesn't waste as much time, energy or sentiment on these companies as I did. Just cancel the card or better yet don't even sign up. Those airline attendants get a "spiff" (extra money) for every application turned in. US Air gives them a great incentive to over-hype these things. As a high school kid back in the early 90's I was paid $20 for every person I got to sign up for a department store card. I got paid whether they were approved or not, these spiffs are not chump change!

Please beware of signing up for any offer without reading the fine print and never accept one where you've clearly been baited and the offer switched. Use ** or one of the many card comparison sites to evaluate credit card offers and choose one from a level playing field. There is little truth in advertising and in most companies, it is rare to find that one hand knows what the other is doing. However, when you are the 29,001 person to call foul, trust me they already know.

Update: there is no record of my fiance ever having filled out an application. Although we'd like to know what happened to his personal information, I rather hope it ended up in the trusty landfill). What is right or wrong isn't as important as being the one who gets to decide the difference. I've spent a long time trying to come up with the right words and still don't think I've been able to adequately describe the emotional toll it has taken on me to commit this to paper let alone the actual fight, which I gave up long ago. But as a someday bride, crushed dreams have compounded my frustration and I feel helpless to remake plans that can so easily be undone by something as vital as a baited and switched credit card offer. I've yet to recommit to the idea of an actual wedding. I just thought you might like to know how something a corporation takes as no big deal can alter the course of something as huge as someone finally having his bride. I like to think of myself as someone with a good sense of right and wrong but have long ago realized the only important distinction between the two is the person who gets to decide the difference. So I can only hope my words when sent out far enough will prevent others from accepting the Barclays/ US Air scraps.

The agent at the gate told me to go to the US Airways special services counter to rebook my flight as I work at Lisbon City Hall and I had to report myself on Monday morning. The queue had more than 40 people and I started to queue at 5:30 pm. At 6:20 I was attended by Mr. B. who tried to book me in another flight late that night leaving from Philadelphia. With all my respect, I positively affirmed that he did not know how to manage and work with the computer program at his disposal, as he was constantly asking his colleague Ms. C. on what key he should use for this and that. She would stop attending her client, to answer his questions.

At 7:10 pm, I started to panic because my flight to Philadelphia would be leaving at 7:22 pm and he had not managed to do my rebooking. As Mr. B. went to the toilet, I prayed Ms. C. to do the rebooking, which she completed in less than 10 minutes, explaining she had been doing that job for more than 30 years. Happily the flight was delayed and left at 8:17 pm (flight number US 3090). It took such a long time to do the rebooking, that I lost the opportunity to be rebooked in an acceptable itinerary.

In fact, I succeeded being rebooked in the flight US Airways 728 from Philadelphia to London Heathrow leaving at 9:55 pm, but was not able to be rebooked in the TAP flight leaving from London to Lisbon, in spite of the fact, that when Mr. B. did the initial research there were still seats available. I ended being rebooked in the Lufthansa flight nr. 4729 leaving from London to Frankfurt and then in the TAP flight nr. 579 from Frankfurt to Lisbon arriving at 9:10 pm on the 26th. I spent 24 hours flying. Initially I should have arrived at 8:30 am to Lisbon on the US Airways flight leaving from Philadelphia to Lisbon on the 25th.

On my opinion it is unacceptable that personnel without training is placed in a counter on a crisis situation. I was not worried only my myself but by the people queuing at that time hat might have lost precious time in order to book other flights to their destinations. At this time, I do not know if my luggage was rerouted, in spite of the fact I formally asked it to be done, but it got lost and it had not been found yet. I lost a working day that will be discounted on my monthly salary and my luggage got lost and has not been found yet.

Upon arrival at the airport, the monitors indicated that the flight would board and depart as scheduled. As it turned out the flight was reportedly canceled due to a crack in the aircraft windshield. I understand accidents occur, but my wife felt abandoned by your representatives in Indianapolis. She was told that the next available flight would be Monday July 26th. Additionally, they said that they would only reimburse her up to $50.00 per day for expenses incurred. Lastly, a major event was taking place in the Indianapolis area (The Brickyard 500) and all local hotels were booked as a result.

My wife was forced to secure a seat on an airport shuttle(incurring unexpected costs) returning to West Lafayette, Indiana where she had been due to a family emergency involving her father. The family emergency had left her emotionally drained, and this was compounded by the experience she encountered in Indianapolis. Upon her return to West Lafayette, Indiana she again called the airlines and was told there would now be a flight she could take tomorrow instead of Monday.

She has now booked this flight and will again have to incur costs to shuttle back to Indianapolis. She was to report back to work tomorrow and thus causing her more stress. I trust that the treatment she received by your companies representatives in Indianapolis is not a representative of your customary customer service. I would appreciate a response that would help us to regain our trust in your customer service and your ability to meet our future travel needs.

I will never fly AA again. If they lose my bag I will sue. Stress and anger from disrupting my travel and convenience as business traveler

Around 2:30am, toddlers began getting sick inside the aircraft and soon children and teenagers were getting sick too. It was a complete disaster. The tension, the crying, the stink, etc. The whole plane was stinking and it was dirty. Bathrooms were nasty and just then, we were offered water and a small package of mini pretzels. Around 4:00 we received 200ml fruit beverages. I am currently coursing a 27 week pregnancy and I requested a blanket and a pillow to warm me up. I had no blanket or pillow when I got to the plane. The flight attendant told me they run out of them. Can you imagine being at 3 am at El Alto airport with 30-40 Fahrenheit degrees? Luckily for me, a first class passenger saw me and heard me and he gently gave me his blanket.

I requested to leave the aircraft and wait in the in transit lobby, which I was told, was not possible. When the craft realized people were getting sick in gigantic dimensions, just then, they allowed passengers to wait in the lobby. Of course, the connection I had in Miami to Charleston was lost. I had a new flight to catch but as the hours were passing by, I also lost the new connection to Charleston. Once again a new connection was assigned, via Atlanta in Delta Airlines, connection lost for the late departure hour in La Paz. I was told in La Paz, I will get a hotel ready to arrive and the collateral expenditures paid.

When I arrived to Miami, I was told the best they could do was to give me a $10 voucher for the waiting hours, the 8 hours in La Paz and Santa Cruz and the 6 hours in Miami. The 21:30 flight of American Eagle was also delayed. I arrived at Charleston around 01:00am The flight back to La Paz was scheduled for 15:00 on 07/21/2010 and as soon as I arrived to the airport it had an hour of delay. We had gates changed, from gate 5 to gate 25 (and also aircrafts switched) since they detected a problem in the tale of the plane. We had a delay of 2 hours by then.

At gate 25 once again, we were asked to change gates and aircraft. By that time (19:30), we were told we would have to wait until 21:30 to departure, since new crew was assigned for the new scheduled flight. At that time, we were both thirsty and hungry. We had to buy food and beverages out of our own pocket. Food vouchers were given to us around 21:00, when most of us bought whatever we could for the only two open snacks (Starbucks and Caf Versailles). The restaurants practically run out of food trying to fulfill the requirements of 200 people.

Once, we finally were requested to board the plane, no blankets or pillows were at the plane. The pilot apologized for this inconvenience, since we had a 7 hours night flight with no pillows and blankets. I finally arrived to La Paz at 05:30am; eight hours later than the scheduled arrival time by American Airlines. I honestly expected a better service and apology for such bad service/attention in both flights. How is it possible to have such unacceptable delays, service and attention in one of the most important American Airlines?

At the gate, we were told there was no flight until the next morning (July 7th at 0840 on flight 1743) and I asked for a hotel voucher and meal vouchers for my family of four. Reluctantly, an agent at gate 34 named Chris gave us vouchers to Courtyard in Alexandria VA. We were told to take a shuttle downstairs to the hotel. The shuttle marked Courtyard by Marriott drove us to their hotel in Arlington, VA not Alexandria, VA as we were told.

When I called Courtyard in Alexandria, VA and asked if they could pick us up, they said no because they don’t have a shuttle service to Reagan National and didn’t understand why American was giving out vouchers to their hotel. I was further informed that the hotel was booked solid and could not accommodate us. After over two hours on the phone with American Airlines in the 102F heat we were told to write a letter and we returned to Reagan National to get some answers. We tried to use food vouchers at two establishments inside the Airport at Reagan National; however we were told they no longer accept them as payment. We were forced to pay out of pocket for four sandwiches totaling $29.37. The $20.00 voucher by American was never used since it was not accepted.

After returning to Reagan National and waiting in line at ticketing for 45 minutes, I told an agent that we were given worthless hotel vouchers and $20.00 in meal vouchers for 4 people including two minors until the next day. She said she couldn’t give new vouchers, as I would have to go to gate 34 where the original was given. I could not go through security because our tickets were for the next day. Once again one of your genius employees advised me to write a letter. I asked for a manager but was told that none was available. Called three hotels in the area to see if they would honor the voucher, but they would not, even though one was a same company, Courtyard.

We rented a vehicle through Hertz (see attached bank statement for $89.00) and drove to Arlington, VA to see if can get reasonable hotel rates but due to the Holiday most hotels were sold out. We purchased dinner at Wasabi Citi in Arlington VA ($54.73) as our children were starving from being up all-night and day without compensation by American. We tried again to use the voucher provided by American but again we were told they do not accept them there and had to pay out of pocket.

We returned to Reagan National that evening to see if we could get on a flight that day but we were told all flight to Orange County/John Wayne were over booked and we had to wait until morning. At 0640 on July 7th we arrived exhausted at Reagan National gate 30 for our flight (1743). I spoke with an agent to see if we can get an upgrade since American and its employees caused all this and because we did not sleep for two days. The agent said he could not do anything until 0810 at boarding. At 0810 I spoke with the agent again but he said there was nothing he could do due to an overbooked flight. Immediately, I asked for a manager. At 0830 (10 minutes before departure), a manager finally arrived. After we told her what we have experienced, she hesitantly agreed to upgrade us to First Class. We boarded and tried to settle into first class as we were promised. A flight attendant asked for our name and looked it up on the passenger list. She told us to sit in coach, as she had no record of us in first class. Angry, lied to, tired and hungry we departed shortly thereafter.

I have tried several times unsuccessfully to speak with anyone in customer service however it seems you cannot afford an 800 number or by design you simply ignore complaints and hope people just go away. In fact, I have contacted the Eisenhower Foundation, the group that arranged our trip and informed them of how American is treating their clients. They were simply outraged and assured me that they would review any further bookings through American and personally see to it that this will never happen again.

After returning to Los Angeles, I contacted the Department of Transportation as well as Flyersrights.org. After taking my complaint, a DOT representative assured me I would hear from them and American within 30 days. At 1124 on Friday July 16th, I received an e-mail from Lisa N. from customer service. Since your system is designed once again for customers to be unable to reach you, I was unable to respond to her Band Aid offer. I forwarded the e-mail to DOT and through your website I sent a stern response to Ms. N.

At 1151 on Saturday, July 17th, I received a call from Lisa N. who was as cold and unapologetic about what happened. Throughout the conversation, I asked her twice what would she do if this happened to her and her children. Her response was a snide, well, I am not a complainer. Well Mr. --, I am not a complainer either, but I will fight for what is right and will not be bullied down. Contrary to her claim, the only reason she responded to me in the first place was because DOT required her to. I don’t know where she, and for that matter, any of your employees I encountered learned customer service but I put my 28 years in customer service experience against any of your employees including yours.

American Airlines employees caused my family grief, unnecessary out of pocket expenses, sleepless nights in a strange city with two minor children who never want to fly again. My wife had to take an extra day off from work and I had to change a very important and costly meeting due to American’s inability to train their employees properly and provide even remotely close to humane customer service. Apparently, your solution to everything is to write a letter. This is an outrageous example of horrendous customer service at best.

In Miami, an Avianca agent had a note that I was traveling with a dog and that my reservation was in the computer five different times. It took over 20 minutes to sort everything out. My companions did not have any problems and sailed through the check-in. In Cartagena, my bags did not arrive on the plane. I filed a lost baggage report with Avianca and started shopping for clothes for the wedding activities. The following day I was notified my bag arrived. I changed plans, left the family activity and took a taxi to the airport to collect my bag.

On the June 13 return flight (CTG-MIA), I checked a bag on Avianca. In Miami, I hand-walked my bag from the international flight to an AA baggage handler who noted my departure flight and the bag tag. At the American kiosk when I tried to print a boarding pass (AA 616) I was informed I needed to go to a ticket counter. My relatives were able to print a boarding pass. Again, I left my traveling group, walked outside the terminal in 90+ heat and construction to another terminal to wait in line for an AA agent.

At the departure gate, American FLT 616 was delayed due to mechanical problems. After waiting at the gate and again in the plane for the walkway to be removed, we were in the air at 5:58 p.m. instead of 4:45 p.m. making for a late arrival at RDU. Long story short: American screwed up the ticket info, baggage and departure. The entire American experience was a hassle.

Anyway, I called American Airlines right away to report this mistake and I was told I had to pay an extra fee for them to change it back from Port Au Prince to Port of Spain. The state of shock that I was in. I did not receive the service that I requested and paid for, and on top of it, I had to pay for a change in location that was not my fault.

The supervisor was very rude. Not once did she apologize for the mistake that was made by the employee. She came off as if it was my fault. Never again will I fly with, nor recommend my friends and family members to American Airlines. This was very poor service and an apology would have helped but there was none. Just poor customer service over-all.

It was 1 pm by then and the scheduled departure time was 1:30 pm. At first, she cannot find the reservation. Then when she finally found it, she says that the kids can’t make it on time. Then she told us that we have to pay $200.00 per child to get on to the 3 pm flight and to get on the connection in Chicago to Delhi. Then I had no choice but give my consent to pay and get my kids on to their connecting flights from Chicago.

Then when she tries to book them for 3 pm on stand-by, she can’t and had to wait for the supervisor who was not there and would come at 1:45 pm according to her. We waited and then when he came, he did not consider that it was not our fault for the delay but because we had to stand in line at two different places. It was also the lack of knowledge on the part of American Airlines Staff that we got delayed who also asked us to pay $470.00 for both kids in order for them to get on to the flight.

I had no choice because my kids had to make the connection from Chicago to Delhi to be able to get back to school and I can’t say much at the airport due to the changes in the law where the flight staff is given so much authority that they can call security on you without saying anything. I ended up paying $470.00 for both kids which I truly believe is exploitation. I appeal to the people who have experienced similar situations and have been penalized because of the fault of the airlines to come forward and raise a voice against American Airlines who have made it their business to swindle money out of consumers and have no respect for their customers.

When I arrived in PHX, I was told I could not board the connecting flight because the airline had substituted a smaller plane. This is standard operation procedure for US Airways in PHX, just as it was for America West before them. I contacted the customer service desk in the airport and was told that I would have to call the customer relations line. I did. My call was routed to the Philippines and the call center employee said there was nothing she could do. I then told the 3 reps at the boarding gate that I and the other 30 or so stranded passengers would have to be compensated. At first, they refused, claiming that the airline was not responsible, but later asked for volunteers to be bumped from the flight.

These volunteers were given coupons for $100 good only on US Airways. About 2 hours after the flight left without us, we were told that we would be taken to TUS by bus. This is also standard operating procedure for US Airways, and they have ongoing contracts with a bus company because they do this on a daily basis. We were herded downstairs to claim our baggage at the carrousel, and then onto a bus which was almost filled with stranded passengers. The entire time, no one from the airline would clarify the compensation issue. We finally arrived in Tucson almost 3 hours after the scheduled arrival of our flight and were dumped at the airport.

I started calling and emailing the airline the next day. After 10 days, I received a partial refund of only $75.73 for the "uncompleted portion of the flight". I continued to demand that US Airways compensate me for the entire ticket price and the baggage charges, as well as for my lost time and the interrupted travel arrangements I had to change in Tucson. I talked to at least 7 different agents in customer relations and the executive office with no results. On 6/29/2010, a charge of $75.73 was billed to my credit card by US Airways. When I called to find out what had happened, I was first told that they could find not any record of the charges, and that I would have to fax a photocopy of my monthly bank statement when it came out. Finally, someone in the executive office told me that they did indeed have a record of the unauthorized charge, but they didn't know what it was for, and because there was no ticket number associated with it, they couldn't investigate it further. They told me to contact my bank.

US Airways is without a doubt the worst airline in the US, as America West used to be. This airline defrauds millions of passengers a year by planning equipment substitutions to save operating costs, making unauthorized charges to customers' credit cards, and refusing to offer FAA mandated compensation to those who get stranded at airports because of their incompetence. At every level of the organization the company's employees demonstrate an utter contempt for their customers, and they do nothing to ensure customer satisfaction. They are doing everything possible to lose their customer base and don't seem to care. I will never, ever fly on US Airways again, and neither should you!

There is much more to our story, but I have written or told it so many times, even me, I'm tired of hearing it. Besides that there is no working elevator and being followed up the stairs by a boy (who we had seen with a group doing drugs in the lower hallway), the air conditioning didn't work, there are no water glasses in the room, the bed clothing looked as if it had not been changed, and our wake-up call was ignored (of course this probably didn't make a difference as we could hardly sleep). These are just some of the things that happened. If we never fly AA again, that will be just fine with us. Of course, no one at AA will care because they don't know the meaning of the word.

Also, an additional changing fee was applied around US $200 to me that I paid by my Visa **. After my arrival at Boston and connected to AA 4506 to LaGuardia, NY, the nightmare started. The AA 4506 (Depart on 6:40 pm) was almost landed at LGA on June 22 8:30pm, but then the fly attendant announced that we were unable to land due to weather condition and decided to fly back to Boston and all the passengers on board were allowed to make the calls to inform those who were supposed to pick up, this is the last minute I was able to call my pick up that I was landed on Boston not LGA.

When the time was almost 10pm then and after walking out of the AA 4506 plane, I was retransferred to the next day flight AA 7 am, but I told the staff of AA staff who arranged my retransfer that I had been flying from Paris-Boston-LGA-Boston that already more than 12 hours since I left Paris, Charles De Gaulle (CDG), I requested the afternoon fly instead of the early morning fly. So the AA staff re-transferred me to the afternoon flight. This record can be traced by passenger code **.

Worst of all, when I checked in to AA fly the next day afternoon (June 23), the self check-in computer cannot accept me due to there were 2 records booked in the AA passenger system that resulted from making me unable to check in and board on the flight. I replied to the check-in AA staff that what caused this was simply the human error from the AA Boston airport that resulted my delay and unable to check in. Then the check-in AA staff at Boston AA counter worked for a while. Finally, she found me a seat from Boston to LGA by US Airways Flight 2131 at 2 pm, not by American Airlines! That I had to carry my check-in baggage and walked through the terminals to US Airways to check-in also been charged US $25 for the bag check-in fee. And all these delays cost me additional taxi from Boston airport to overnight Hotel and arrival time delay for more than 15 hours. Also to rearrange the airport pick up.

On the day of the trip, due to unexplained delays, I missed my flight from Dallas to SF. After an hour, AA managed to re-book me, so that I would arrive in Beijing only 12 hours later than scheduled. This re-booking included an 11-hour delay at LAX, then I was flying Air China to Beijing. Air China was not a pleasant trip--reading lights did not work, so I sat in enforced darkness with no in-seat entertainment for hours. On return, flight Chicago-Houston delayed, so I was in the airport 6 hours. Then, on top of all this, Air China is not a partner with AA, so I lost 6000+ frequent flyer miles. I will not fly with AA again anytime soon.

I wrote to you people and you send me a voucher, there were 3 of us. I paid $1,683.95 for two people. I had my computer fixed and I lost the number of the voucher. I called US Airways on the phone for 1 hour. None could help me or I could not understand them. I was going to give you people another chance and once again US Airways fell through. I just want the voucher. Could you please help me?

The phone agent booked me UAL leaving at 9:45 AM, I asked if I had to leave the secure area get ticketed. They did not know and told me to go back to the gate I came from to ask. The agent there said that the phone agent actually didn't put me on the UAL flight because that flight was sold out. And she could no longer put me on their 11:45 AM flight because that one now sold out, but she could put me on their 1:45 PM flight. After 1:15 hours spent trying to get to RDU asap and worrying about my son who was waiting for me, I decided to try to go standby on the UAL flight. By this time, I had to run to catch the UAL flight and made it all the way over to their concourse just in time for the flight's last call, but got on.

I arrived at RDU several hours after my son and our luggage was lost (I checked my son's bag because I get free baggage for being elite). We spent more time at the airport looking for it. My son had nothing with him. I had my medicine in my checked bag. Our bags arrived early morning the next day by UAL after significant additional stress and many phone calls. We waited up most of the night for them. AA should have handled this better. By the way, I am a disabled senior. I missed taking my medication on the prescribed time. My son had to sit and wait for me in a strange airport for nearly 5 hours.

When I arrived in Charlotte, I went to retrieve my bag at baggage claim, and come to find out that my bag had been lost. The lady in the AA baggage office didn't have any way to track it other than physically matching my tag. She said that AA didn't have an electronic tracking system like other airlines. The lady at the baggage counter helped two men before assisting me when I was the first one there. I told her I had been waiting and she told me I was next. I should've been first since I had been waiting for about 20 minutes. The baggage lady didn't know what happened to my bag and she said she hoped my bag would be found. I am a professional, educated Latina woman and feel I was harassed for being Latina. The reason I feel this way is because no one else seemed to experience the same treatment I received. I have reported this to my company's travel office.

Additional information I wasn't able to include in my online complaint: I was limited on the amount of information I could send in my online complaint on AA's website. I also wanted to let you know that when I called the baggage customer service number 2 times, I was told that I would get my bag within 24 hours. I told the second agent (10:30 pm ET) that this was unacceptable and I needed my bag within 2 hours. The agent said I would have my bag within 2 hours after arguing with her on the importance of needing business clothes for my meeting on Wednesday morning, June 23. Here it is, almost 3 hours later, and no call from AA on the whereabouts of my bag! I am completely upset and frustrated! I will never fly AA ever again. I have never in my life had such horrible experience with an airline and been treated so poorly!

On Friday, May 21st 2010 at 9:10 AM, my wife and I checked 3 pieces of luggage and flew out of DFW Airport on flight AA2534 to Miami (MIA), caught a connecting flight AA2239 to arrive in Grand Cayman (GCM) at 2:00 PM. Only 2 pieces of luggage where present at the baggage pick-up area in GCM Airport when we arrived. The most important piece of luggage with Baggage Claim Number AA 882624, which had all our dive gear, was not on our flight and was considered lost according to Harold at baggage claim in Grand Cayman Airport upon arrival.

A Baggage Report form was filled out with BMAS number 9457946. I was told my luggage would be delivered to me on the next flight out from Miami to my room at the Reef Resort. After 4 days of mobile phone calls back and forth to baggage claim dept. and driving to the Grand Cayman Airport to try and pick up my luggage. The luggage was finally received 75 hours later on late Monday afternoon after 5PM EST on May 24th 2010, to the Reef Resort lobby from GCM.

Enclosed are unexpected expense receipts that I feel American Airlines is fully responsible for, while our luggage was being mistakenly sent to Jamaica at MBJ Airport in Montego Bay. Then back to Miami at MIA Airport, and finally back to us where we were staying in Cayman at GCM. 1. Diving costs, BCD and Equip. rental for the days my gear was not available $ 520. 2. Diving equipment and purchases to replace missing gear $ 135. 3.Out-of-country roaming mobile phone charges to call baggage claims (Pending) $ 78. 4. Fuel costs to drive back and forth to the Grand Cayman Airport $ 41. Grand total $ 774.

Due to this major inconvenience, I will no longer be booking future flights with American Airlines, or just know not to ever check any of my luggage next time I do have to fly with AA. Lost half of my dive trip. Completely ruining my once a year vacation. Cost to replace minimum gear needed to go diving while my new unused dive gear was missing. Loss of important medicines my wife has to have each day. Loss of vacation time talking with American Airlines over the phone and on line for over 75 hours. Loss of fuel to go and retrieve lost luggage, which still wasn't there.

The unpleasantness that occurred over the ensuing 12 hours, were it not so bizarre as to be comical, constituted inhumane treatment. I reported this episode to US Airways's Complaint Department and received the customary internet-produced response thanking me and apologizing profusely. You recognize what's missing in such communications: a real person with an attitude of "Here's how I would expect and want to be treated were this me."

As a business person, I would want to know when my customer, and I am your customer, has been treated poorly and when the compensation is less than is deserving. Granted, you need not have offered us anything, but you can be the judge. Here are the circumstances: It will be an 8-hour, 50-minute flight because of the volcanic ash. We taxi to the runway, and the pilot announces that we are 10th in line and that it will be 20 minutes or so. As we edge along toward the take-off position, the pilot announces that a light has come on and we are returning to the gate. We waited 20 minutes for a gate to open. At approximately 8:00, it's announced that the part, a generator, is being flown in from Charlotte and that we'll also be getting a new crew. There will be periodic announcements, but we should anticipate departure at midnight. We are given $10 food vouchers. Of course, the cheapest food, without drink, is $12-$15, unless you simply want a bag of spicy Cajun mix. The one o'clock update is that we will be boarding in five minutes and airborne by two o'clock, but they must first refuel.

At 2:00 A.M., the announcement is made that "OK, we'll start boarding by seat. Number 1, 2, 3 seats come up. Make that rows 1, 2, 3.., OK, I made a mistake, cut me a break here. It's late, ya know. Geez! We'll start next with rows 30, 29, 28....You get the picture. At 3:15 A.M., we push back maybe 50 yards from the gate and stop. At 5:00 A.M., it is announced that, because of the weight of the aircraft, we will need the longest runway and it's closed, but they are requesting that the Philadelphia Transit Authority open it.

At 5:45 A.M., the Captain announces that the Transit Authority will not open the runway. We taxi 50 yards back to the gate, whereupon it's announced that USAir wants everyone to remain on board because they don't have adequate personnel to handle all the questions and re-bookings. Even the Captain considers this cruel and unusual punishment and we are permitted to deplane.

We are advised at 6:15 A.M. that everyone is basically on their own to re-schedule and we are given a toll-free number. The recording notes that "because of heavier than normal volume of calls, your wait will be approximately three minutes." Thirty minutes later, the same message was playing. One passenger, fortunate to reach a person, was told that the next available flight to Barcelona would be Sunday, May 16. At 7:00, we collected our bags. I inquired about the refund of $55 for an additional bag. First, I'm told that USAir loaded the bag; therefore, the $55 was earned. Then I'm told that my Visa card was never charged because the plane never departed. Finally I'm told that they will credit me but that it might take a few billing cycles for it to show.

So there you have it, the short account of an unhappy customer. I think I'm safe in saying that, personally and from the customer's view, you have never experienced such a calamity of errors and display of attitude. Nevertheless, I would ask you to suspend your imagination and ask the following question: were this my wife and me, celebrating significant birthdays, going on a cruise, visiting a country for the first time in 45 years, how would I feel having the vacation ruined and what would satisfy me as a customer?

As a business owner and franchisor, who for 27 years has never had a franchisee leave, I know the answer and I have to think that by this time, you do also. I look forward to your response. I never heard from Mr. Kirby, and US Airways Customer Service representatives have sent me a number of "canned" apologies. And one person, Susie **, has called, but more often than not, they are confused as to what occurred and haven't the authority to correct the situation.

As I got into Albuquerque at 11pm that night, the people I traveled with dwindled down and eventually I was the only one left at the belt, with no luggage. All their luggage had safely made it to the next plane. For whatever reason, mine had not. I went to the baggage claim office and here is what happens next. I am told my luggage is sitting in Chicago. When I asked when it will be in, I am informed the next day at noon. I told the customer service agent that my car keys are in my baggage and I have no way of getting home and she told me, "You should never ever put your medication or keys in your luggage." This is a fine warning, however, it does not stop the problem at hand. My final destination was Farmington, NM which is another three and a half hour drive to the north. I asked her if there is any place I can stay until my luggage arrives and she called several people, only to come back and tell me that I can have a discounted room for $55 at a Motor Inn down the road.

First off, I never pay more than $50 for a hotel and it is usually a three star hotel through Priceline or Expedia. I am not about to pay that much money for a dive in the bad side of Albuquerque at 1 in the morning. Please keep in mind, I have no keys so I cannot drive to this motel. I will be at the mercy of a taxi or walking. I proceed to call my husband back home who hops in the car and drives all the way to Albuquerque to bring me a second set of keys so I can get home. In the meantime, the lovely lady at the airport, locks up her little office, leaves me with absolutely no one in the airport and goes home. I arrived home after sunrise on the 15th of June and headed off to bed, anticipating my luggage to arrive as promised by noon or so.

I get a call at 1:30 by a computer, informing me that my luggage has been located and will be delivered within the next six hours. Eight hours after this call, I proceed to call American Airlines to find out just where in the venture my luggage still is. I find out it is still sitting in Albuquerque 24 hours after this little fiasco started. When I told the agent on the phone my dilemma, she decided to lecture me once again about putting my keys in the baggage. Let's paint the picture here. I have no keys to get anywhere. I have no personal items to get ready for work with. I do not have my work shoes nor do I even have a stupid toothbrush to take care of that problem.

Needless to say, I come unglued. I proceeded to tell her that yes, I should not have put my keys in the bottom of my baggage, but if American Airline could manage to at least get their baggage from one flight to another that had plenty of time, I would not be having this discussion and it would be a moot point. She then asks me to describe items in my baggage. I told her that I have nursing books, some glass items and I have my checkbook. Yes, you have skipped ahead in this story. I get another lecture with total aggravation in her voice about how dumb it is to fly with personal items in my baggage. With a tone quite similar to hers, I told her that it is quite "dumb" to honestly think that I should be having such an issue with her on the phone to begin with.

Everyone nowadays has to pay an additional $25 to even take a suitcase on an airplane, so we are being charged more for tickets, more for baggage and yet we should be thankful that they even let us on their airplane. Lesson learned here, don't fly American Airlines. They have very poor service, very rude customer service agents and if you lose your baggage, you will be lucky to have it within 48 hours of losing it, of which you should be thankful because they are going out of their way to deliver it to you! This lesson cost me $3.75 for an additional day of parking, $80 in gas for my husband to bring me a set of keys from 200 miles away and $180 in lost wages because all of my work attire needed was in the stupid baggage. Thank you American, for making this trip such a pleasant one!

I also lost a framed photograph of my father which has great sentimental value to me. The total value of all the items lost was about $1,700. The Reps who answer my calls are rude and curt. Today I was told my file was transferred to them only on May 24th (even though I submitted my claim on March 29th) and it will be another 8 to 10 weeks for them to review my case. I need to replace the lost items ASAP, since they are work related and cannot afford to pay out-of-pocket. I even wrote to their Sr Vice President Customer Relations, and the office of their CEO, no response.

First and foremost, AA lied to everyone on the flight and blamed the canceled flight on bad weather that did not exist. Because of this lie, AA refused to provide accommodations for its passengers, forcing people to stay overnight in the airport. This was the concluding flight of my senior trip and because of such an egregious error, I was forced to miss the first day of graduation activities at Princeton University. When I explained all of this, Orlando **, at the ticket counter, told my group that if we were unhappy, we should sue American Airlines. I am completely and utterly appalled by the horrendous service and lies begrudgingly provided by Orlando ** and American Airlines as a whole. I have numerous documents that provide evidence AA was completely in the wrong.

Needless to say we were devastated and tears replaced the feelings of excitement. We were not the only ones left behind as two newlywed couples were stranded (one of which was military). Although we were all heartbroken, I was most upset that everyone trusted me with their hard earned savings for nothing.The financial cost of trying to remedy the situation has left us all several months behind financially. Neither Carnival or AA has responded to requests for remedies. I just wish that there was some way I could make this up to the people who were counting on me to make a lifelong dream of theirs come true.

We paid for the airfare and cruise in advance. After the airline made us miss our cruise, we had to pay for a hotel room, rental car, food and entertainment. We kept receipts for the entire trip.

I am writing to the Customer Service Manager - Sean with this complaint but do not expect to hear from him. If I get no response, I will send a copy of my letter to the Better Business Bureau and the Attorney General’s office. I think the way that American Airlines Agents treat their customers is absurd. We have to pay extra for baggage, the lady traveling with me had her baggage damaged and they gave her a very hard time about taking care of it.

It was going to cost us another $139 to spend the night at a hotel in Dallas. American Airlines gave us a voucher for "Distressed Passenger" rates at the Sheraton for $69. But no shuttles were available so we would have to pay an additional $17.00 per person on our way to the hotel. Therefore, it would have cost us an additional $139 to spend the night. We ended up staying at the airport. One gal slept on a cot and I slept or tried to sleep in a chair (then you had the night people working) vacuuming making all kinds of noise, needless to say nobody slept very much.

We were lied to by all the agents and told that our names would be at the top of the list the next morning and that the first flight out would be at 9:30am. Guess What! The flight at 9:30 was cancelled. They couldn't get a crew together, our names ended up in the 20's. We did not get a flight out until 2:30 on Saturday afternoon. I had appointments I couldn't keep. I had people waiting for us in El Paso and they were very concerned about everything. I would advise people not to fly American Airlines and definitely not to fly into Dallas airport.

On Tuesday May 11, 2010, I flew on American Airlines from Chicago to Istanbul with a connection in Rome (AA 110 Chicago-Rome and scheduled TK 1862 Rome-Istanbul). The flight from Chicago was scheduled to depart at 4:55pm but was delayed due to mechanical difficulties. Hence, instead of arriving in Rome on Tuesday at the scheduled 9:15am, it arrived the same day at 11:30am.

As I was disembarking from the plane in Rome, I was intercepted by a local representative of AA who informed me that I had missed my connection but that I was protected on a later flight. Seven hours later to be exact! When I explained that that was an unreasonable amount of time to wait for a connection and that there must be other routes which could get me to Istanbul in far shorter times than nine hours (seven hours waiting plus two hours flight time).

The AA representative showed me on a nearby screen about four flights. The first of these flights on the screen was my original connection originally scheduled for 11:40am but now set to depart at 11:50am, so I asked if I could not board that one. I was told that there was not enough time. With twenty minutes to spare, I took it that, based on the AA representatives rejection, that the 11:50 flight must be in a far-off terminal and gate. The remaining handful of flights presented to me did not appear to arrive in an earlier time in Istanbul.

Having just flown for some nine hours plus delay, I then reluctantly went to the main terminal as directed by the AA. For this I went into the satellite terminal where I had landed, down the stairs to the tram boarding area, waiting for and rode on the tram to the main terminal, waited in line at and went through the security screening checkpoint. There on the screen adjacent to the main terminal security point, I was to discover that the 11:50am departing flight, i.e. my original connection and the one which I had been told I did not have enough time to board, was not only still boarding but that it had been back at the tiny satellite terminal (circular and only 14 gates, grouped in pairs of two) and just by the gate where I had landed!

Disturbed by having been directed physically away from a connection which I could have easily made, I went back to the satellite terminal to speak with a supervisor. [Side Note: There was not any valid reason for my being directed to the main terminal, because even my seven hour later connection was in the very same satellite terminal. ]

When I first explained the situation to the supervisor and asked for an explanation, he said that he had to get a flight boarded. So I waited, waited while the supervisor chatted leisurely and jokingly with others. The flight fully boarded and then I saw the supervisor move over to another flight, with not a word nor gesture to me who was by the now empty boarding area waiting for him. So, I patiently moved over to this new gate and attempted a couple of times to discreetly get his attention, wherein he avoided even eye contact with me, let alone giving some indication that he understood that I was still waiting for him. Finally, as this second flight was nearly fully boarded and the AA supervisor was again holding non-business conversation with others and still completely ignoring my presence. I spoke up and explained that I was still waiting for him. The supervisor then said that he would be with me in a few minutes and I continued to wait.

When the AA supervisor finally came over to me, all he attempted to do from beginning to end is to attempt to justify that the original AA representative's actions. The lies and misrepresentations which came from the AA supervisor are summarized as follows:

Falsehood #1, that the AA representative had not known that the flight which departed to Istanbul had been delayed to 11:50am. While he may have not know at the time he re booked me to the seven hour later flight, he certainly knew when the two of us were looking at the same screen at 11:30am.

Falsehood #2, that there were only the handful of trip routing from Rome to Istanbul. Rome and Istanbul are major international airports, only two hours flight apart, and each with flights departing and arriving every few minutes. There were far more options to be routed to Istanbul (or Ankara which I had given as a possible option) than the handful which I was shown.

Falsehood #3, that the original flight AA110 delay was due to weather conditions beyond the airline's control. The final words of the Rome supervisor as he haughtily and indignantly pushed my documentation across the counter back to me were, and I paraphrase: "I cannot help someone who is not able to understand that we are dealing with weather forces out of our control." The fact is that I was on the plane naturally when the pilot, before take-off, informed the passengers that there was a delay due to two mechanical difficulties - one that his windshield wiper had to be repaired. Further, the pilot had informed us that at least an equal amount of time, if not more, would be due to the paperwork. Thus the original flight delay which was the first factor in my missing the connection in Rome was due, not to some unavoidable act of God, but rather due to American Airlines.

Thus, naturally, there is no justification for my not having been directed to board the 11:50am flight, nor to being sent to the wrong terminal, nor for AA claiming that they were not responsible for my missed Rome connection, nor for not rerouting me to arrive in Istanbul in less than nine hours. Further, neither the original AA representative nor the supervisor even gave my any assistance nor guidance relative to the apparently re-booked seven-hour later flight. During my time in Rome, I noticed that I was not given a boarding pass for the flight, nor directions to obtain one nor told where / in which direction even to go.

The reality is that without Rome AA's misinformation and misdirection, I would on my own have easily located and boarded my original connection, the nearby 11:50am departing flight. Rome AA violated a primary rule which can be applied to customer service: "Do no harm." In sum, with my result of my seven hour Rome ordeal, I spent over 24 hours en route, due to the incompetence and intransigence of two, ill-mannered and ill-trained American Airlines personnel in Rome.

I do understand that things happen and I know their company tries it best to accommodate all passengers. But when I go to my next gate which I was late already, their agent ask me to stand by, which I did gladly. Then he says, “What can I do for you?” I said, “My plane just land and I need to see about getting the next flight out." He said "Oh, you are the one that walked up late." And I said, “No, I just got in from Missouri (that night Friday).” Then he said, “There isn't any more flights leave Dallas tonight.” I said, “Ok, so check back tomorrow.” Again, not a problem, I am prior services US Army. I try to do the right thing.

The next day I was standby for four flight flying to El Paso. Each time I checked, your agents were so unprofessional. I know they are having a harder time than we are because they are getting an ear full from other passengers. But I was thought to do unto other as you would like done unto you. I know we were all tired and need sleep but respected I’d earn not given. Your reply is welcome. I have flown with American many, many times. But this was not the proper way to care for customer.

Changing this would cost almost $500. So now the airline is forcing me (my company) to book a round trip flight and fly from Dallas to Fort Lauderdale, then fly back from Fort Lauderdale back to Dallas and then on to Des Moines. This is absurd. If this isn't price gauging I don't know what is. They're basically telling me I can't skip a flight that I already paid for and it will cost me more money and time to double my flying time. The cost will be at least $500. And since now I have to fly back to FLL on Thursday to catch my Friday flight. It cost me my time. $100/hour. Flying time 3 hours each way, transportation and waiting for the flight 6 hours. This will end up to a cost of over $2000 or more.

I then asked to speak to a supervisor, who was very rude and in no uncertain told me that she cancelled our reservations because we were calling from the Bahamas with an international credit card! She informed us that there was no more seat on the plane and the only thing available is a flight to Barbados and we would have to spend two days there before we can get a flight to Dominica. I asked her if we will be compensated this inconvenience. She said, "No! I am not going to compensate you." So my husband and I purchased a ticket to Barbados and spent two nights there and then purchased another ticket to Dominica and on our way back had to spend another night in Barbados. We were on two-week vacation, which is the only time my husband get to spend time with his family and I was meeting them for the first time. When I returned home, I wrote American Airlines and told them about my trip. They wrote me back and told me they would look into the matter. I haven't heard from them since. This all happened in 2007. We had to spend more monies than we planned to and the anxiety of meeting my in-laws had to be put off.

The connecting flight in Chicago has a 45 minute window to catch it. Since the Seattle flight always leaves late, the window to catch the connecting flight to St. Louis becomes smaller and almost impossible. The concourses for landing in Chicago and taking off for St Louis are different as they were today for my son’s flight.

Since he only had 15 minutes to catch the St. Louis flight from the time they touched down, he had to go to a different concourse and he was in the back of the plane from Seattle. He missed the connecting flight and had to wait 2 and a half hour to get the next flight to St Louis. At the least, they could let connecting flight people leave the plane first and keep the connecting flight on the same concourse not a mile away. It is a poor planning on the part of American Airlines all the way around.

I go to the counter and they had me listed as "stand-by" again! She made a 4th call, and the agent on the phone said, "She is not stand-by, tell her to go back and take her off stand-by". When I did so, I was questioned and lectured by a very rude older lady, who interrogated me as to why I was flying stand-by! Are you kidding? Now, after the phone operator told her my ticket was already paid, they are trying to bill my mom almost $800 for a one way ticket! I was flying the same route as the ticket I originally paid for! I have had nothing but horrible experiences with 99 percent of American Airlines employees. I have never interacted with such rude, unorganized, people in a customer service oriented job. For them to treat my 73 yr. old mom the way they did, and treat me equally as bad, is just inexcusable.

He looked suspicious, drunk,and had already delivered one of our suite case to a wrong hotel. I feel that there is a ring at Marriott Fisherman at STT who is behind all this. AA is keeping silent about this. This is a case of steeling ones property and cannot be taken lightly accepting this check $425.00. I need some help in this ripp off by AA.

Finally, after Dallas plane crew took the place of the original one, we were told to board the plane. Then the captain announced that heavy rain flooded the runway and we need to examine it by taxing along before we could take off. Then it was announced that the plane doesn't have enough reverse thrust to abort a take off and accordingly to FAA regulation we cannot fly, unless we change the equipment, and the flight was delayed till the next day early morning. So we had to pick up our luggage and exit the airport, but not before our luggage went through exit screening that is in place now in Cancun airport. Than we were directed to go back to the check-in area where we were given vouchers for transportation, hotel and food. We were told to be back at check-in area next day at 5:30 AM.

Next day, they picked us up at 5:15 AM and we were back at the check-in area. After checking in our luggage, getting new boarding passes, passing the security, we proceeded to our gate. Then we were told that the flight was delayed again. This caused tremendous uproar among the passengers. What annoyed us the most was the fact that American Airlines made no attempt to replace or fix the plane and was simply deceiving us and obfuscating the situation.

After significant pressure put on American Airlines management, we were told to exit the gate area (again through immigration area with the usual exit screening) and go back to the check-in area where we joined the line to get new tickets to our destinations. Then we spent 5 hours in mother of all lines before we reached check-in counter. People were camping out on the floor, screaming at American Airlines employees and throwing tantrums. Finally, we got new tickets to New York, through connecting flight AA1654 to Dallas. After manually intensive search, American Airlines employee found our immigration card (retained during the initial check-in at the ticket counter). We returned it again at the ticket counter, passed the security area again and finally took off.

Considering all the mess at the check-in area, needless to say that AA1654 departed with one hour delay and we were late for the connecting flight AA744 to LaGuardia airport. We got on the next flight and landed at LaGuardia at 11:15 PM with 26 hours of delay. Instead of canceling the flight upfront and dealing with the situation by fixing or replacing the plane or putting passengers on another flights, American Airlines engaged in a game of deception and trickery that glaringly demonstrates careless attitude and bad judgment.

This disgusting practice of making people pay for the use of the bathroom must be stopped and any and all fees returned to the consumer. It is inhumane to make anyone pay to use the bathroom. Businesses on land are not allowed to do this and American or any other airline should not be exempt.

Our flight to Miami was okay, despite the fact that I had to sit separated from the rest of the family. On 4/5, our return flight, was a negative experience. We were on scheduled on Flight 1226 Miami to Boston. We attempted to go on an earlier flight (Flight 4662), which we paid the $50.00 change in reservation fee (four tickets, $200.00). We never made it onto Flight 4662, overbooked. I have not seen a refund notice from AA, since that time.

Our originally scheduled flight, which we made, Flight 1226 was delayed 1.5 hours over a mishandled log book, as was reported by the pilot to the passengers. During the flight, the flight attendants told everyone that no one was going to miss their connections. However, as we got closer, they notified us that someone would assist us at the gate. We went to the gate and the attendant, told us to rush down to where our flight was, as it might not have taken off.

As an aside, when we landed at BOS, the pilot made some sort of mistake, as the flight landed hard and incorrectly. We ran down to the gate (AA 24) and were notified that we had indeed missed our connecting flight by over ten minutes. The attendant at the gate re-routed us to LGA on US Airways on their 7pm flight, #2141. The flight attendant/gate attendant informed me that the bags had arrived at JFK and that they would have to be delivered to us, since we were not going to that airport.

We landed at LGA, left the airport and called to make arrangements for the delivery. Every call to AA, from that point on, told me that I had to file a complaint with US Airways. US Airways would not take the complaint over the phone. I lost an entire day of work 4/6, arguing with them over getting me my bags. I was in fact insulted by Supervisor Holly, who told me that he was not going to "bend the rules" for nobody.

After finally getting a supervisor Felicia- her code- RFB to assist me, she set up delivery, but for COD. She also told me that I would get a travel voucher, but did not send it to me.

The end result, three days later, was that AA charged me $55.00 for delivery of my bags and I was held up by the delivery guy. Since I have had this ridiculous experience, I am not interested in a voucher, unless it is for a partner airline.