American Airlines Reviews

I was wrong. We were immediately directed to an automated check in machine, which after 15 minutes in line, told me I had to check in with a human as we had a stroller (this fact was missed by the AA employee who directed us to use the machine in the first place, despite the fact that the stroller is bright orange with off-road wheels and a noisy passenger). We then took our place in line at one of the few open human staffed check-in desks, and after 20 minutes, placed our documentation on the desk. The time now being 7:10 am, 50 minutes before departure. Six minutes after this (at 7:16am), she asked for my credit card, said something along the lines of its locked me out, "You can't get on this flight," and promptly disappeared.

At this point, I began to get concerned and after about seven minutes I asked the attendant at the neighboring desk where our agent had gone, with no results. She returned at around 7:24, and said (and I am paraphrasing), "It's locked me out, you can't get on this one. I'll try and get you on the 10:30 but I doubt you'll get on that one. This one is overbooked by 10 and that one is overbooked by 4 so it's not looking good, but you were late." I explained (as she of course knew) that we were not late, and asked her to get a supervisor, with whom she returned at around 7:28. This is when things got interesting. When I explained (calmly considering the circumstances) what had happened to this supervisor, she responded by telling me, "Don't raise your voice to me or I walk away."

When I calmly informed her that I wasn't raising my voice, she again implied the contrary, "Stop shouting, sir. Don't take that tone with me or this conversation is over." I was not shouting. I wanted to shout. I am very capable when it comes to shouting. I know what shouting is, but I was not shouting, using expletives or any of the other reactions I am sure she is well used to given her job and American Airlines policy of overbooking flights. I could tell that this was a person completely incapable of rational discussion, and asked her, calmly what she could do for us considering we had two small children and missing this flight would already cause considerable inconvenience and stress to us all. I also explained that we were not late for check-in and the the check-in agent may have taken a little long to check us resulting in my credit card being swiped after the 7:15 cut- off time. At this point, the check-in agent laughed at us.

We were then put on standby for the 10:30 to Honolulu, for which we waited 2.5 hours in the departure lounge to find we did not make because it also was overbooked. I then went to the AA customer service office, which incidentally was filled with other complainants, and found our limited options, (and I do commend your customer service staff for their professionalism and courtesy in the face of much not unjustified hostility from other passengers) none of which looked hopeful. Our next possibility was a 5:30 pm direct flight to Lihue. Despite the fact that our kids were showing signs of being difficult and we were ill-equipped for a 10 hour wait at the airport, we decided to wait despite the fact that we were in no way assured a place on the flight.

At this point, we paid $100 to join your Admiral's club to wait in a little more comfort. This was not offered to us and when I asked, we were told that we had been late and that no compensation would be forthcoming. We were not late. We eventually got on the 5.30 flight to Lihue after a very difficult, uncertain nine hour wait with two very unhappy kids, and after missing the best part of a day of our limited vacation.

Last September, I purchased a product from American Airlines for just over $3000. This product was a service, a service to convey myself and my family from Los Angeles to Lihue at 8 am on Saturday, December 19, 2009. American Airlines failed to provide me with the service/product I originally purchased, a failure which caused a good deal of distress and inconvenience, and I believe I am entitled to compensation. Furthermore, your airlines policy of openly overbooking scheduled flights is completely unacceptable. A passenger enters into a contract with you at the time of purchasing a ticket and this policy routinely (and I say routinely because we met other passengers in similar situations on the day and have spoken to many since) causes these contracts to not be honored.

And finally, your customer service failings were surprising to say the least. In this economic climate where potential customers think long and hard on where to assign their hard-earned dollars, the treatment we received from your check-in agent and supervisor beggared belief and was completely unacceptable. The supervisor was openly hostile (she wasn't wearing a visible name tag, incidentally) from the moment she came over, and clearly was so safe in the knowledge that she could snap her fingers and have me dragged away if I argued with her that she chose the immediate tactic of antagonism. She is an absolute disgrace to AA, as she would be to any company in which she had to deal with customers, but is for me now the face of your company. I have no complaints about any other part of your customer service.

Service on board both flights was adequate but this person is the reason I will not fly AA again without good reason. As long as you employ people like this in important front-line positions, something I have never encountered with any other airline, I can't see how AA can remain even remotely competitive as long as customer service has any importance.

Once home I filed a claim through Mercury Claims and assistance of Wisconsin L.L.C. They have denied any reimbursement due to the fact that I got home within 12 hours by renting a car. I guess I was supposed to sit at the airport for a few days as a standby passenger and wait for a flight even though I was only four-hour drive from home. How silly is that?

I don't understand how you can pay for services that you do not get from a major airline and an insurance company and they get to keep your money. How is that legal? I paid hundred of dollars for flight service that I did not get, plus over $300 in additional expense to get home. Seems to me the travel insurance that they eagerly took money for should cover some of the additional expenditures.

On Dec 31, 2009, Shekou ferry staff keyed in our air ticket information to their computer. They informed us that they could not check in our luggage directly for the flight because they could not find the seating information in their computer. They told us we had to check in our luggage at the HK Cathay Pacific counter.

The ferry departed Shekou at 7:50 am and arrived at the HK Airport Sky Pier at 8:29 am. After we claimed our luggage and reached the Cathay Pacific counter, the time was 8:40 am, 100 minutes before the flight departure. The Cathay Pacific counter supervisor, Maggie **, refused to check us in because there were less than 120 minutes before flight AA6116/CX520s departure.

We were told our tickets were Q class. To accommodate us on the next available Q class seats, we would have to wait at least one month. To be accommodated on the next day's flight, we had to pay about $1600/person. We paid the money because we had no other options, and we could not afford to exhaust the four children any further and delay our business schedule in the U.S. Contrarily, a friend took the same flight as ours on Dec 31, 2010. She checked in her luggage through the Cathay Pacific counter in another HK Airport terminal at 9:00 am, 20 minutes after we were told we were too late for boarding. The time for her to get to the boarding gate from her check in terminal was the same as for us, about 10 minutes. She was allowed to board the flight.

On Jan 01, 2010, we took the same 7:45 am ferry to catch the same flight AA6116/CX520. Even though we bought our tickets directly from the Cathay Pacific counter, we still could not check in our luggage directly from Shekou. We were told only Cathay Pacific customers could check in their luggage directly from the ferry. Our tickets were paid to American Airline, and therefore we were AA customers, not Cathay Pacific's. Therefore, we had to check in our luggage at the HK Airport. We arrived at Cathay Pacific counter at 8:25 am on Jan 01, 2010, 115 minutes before the flight departure. It took Cathay Pacific about 15 minutes to finish the luggage and boarding pass process, which finished at 8:40 am.

We then went through security screening, airport tax return, and took the train to arrive at our boarding gate. This process took us another 10 minutes. In other words, it took us a total of 25 minutes from starting to check in our luggage to arriving at the boarding gate. We were the only 8 passengers waiting in front of Cathay's counter on Dec 31, 2009 for flight AA6116/CX520. Cathay would have finished our check in process within 15 minutes (as we proved it on Jan 1), and had another 85 minutes to process our formalities and load our luggage to the plane, but they refused to do so, even though they were capable of handling our friend's boarding 20 minutes later after telling us were too late for boarding. They forced us to buy the tickets on the 2nd day at $1600/person (total $11,625 for 8 of us).

We understand it's airline company's discretion in determining the necessary connecting time. We think this connecting time should be more a guidance to assist passengers having a smooth boarding. It should not be used as a barrier to manipulate the passenger flow to the flight. The flight we were taking on Dec 31, 2009 was oversold , and it's beneficial to the airline company to block 8 'economic class' passengers, thus relieve their burden to upgrade some passengers to higher class seats.

That has to be the most unprofessional behavior ever. My parents are 80 years old and they were expected to sit in a waiting area all night with no sleep and no food. Every store and restaurant was closed. We finally got a flight at 2:45 a.m to Charlotte, NC. We arrived in Charlotte at 4 am and were told by security that we weren't allowed off of the plane because they didn't expect passengers. Finally, after we all complained, we were allowed off of the plane. We had to wait around for another hour then headed back to Philadelphia.

We arrived about 8:00 in the morning. I missed a day of work because of the incompetence of your so-called business. My poor parents are still recuperating and don't ever want to travel again. Will I be compensated for the day of work that I missed because of you? I want a personal phone call of apology to my parents and they deserve some kind of return for the sad excuse of service that was put upon them. I expect an answer within the next two days. You have my phone number and I will not let this go until this situation is rectified. You will not ignore this complaint or sweep it under the rug. My parents paid for seven round trip tickets and they deserve some respect from your company. My confirmation numbers are xxx to to Charlotte and Philadelphia. I look forward to hearing from you. You have the chance to do the right thing, take it.

This airline will never ever see a penny from me ever. And I will complain about this until I hear from a supervisor from American Airlines. My flight number was 1689. Before I forget, when I finally got to the boarding, the airplane was sitting there for 15 minutes and the agent refused to let me in the airplane. I lost over $530 and the taxi that was waiting for me.

On Feb 28th, an 8.8 earthquake struck Santiago, Chile. The airport terminal in Santiago,Chile was damaged and flights to the USA were canceled for about a week before gradually returning to normal schedule. Our cruise ship was docked in the harbor from March 2nd thru March 4th, to allow cargo ships to enter with needed supplies for the earthquake victims.

The damage in and around Santiago was moderate but the airport terminal was shut down and alternate ways to screen passengers were developed. With no definite date of when the airport would reopen and our safety in doubt, staying in Santiago for an undetermined amount of time, Star Princess offered to let us take a return cruise back to Buenos Aires.

We contacted AA, via our travel agent in the USA, and she was told that AA would not honor our return ticket (already paid for), but would charge us an additional $1400/ticket to return from Buenos Aires. Needless to say, we were quite upset about this outrageous fee but more so when others taking the same flight were not charged any additional money.

When we arrived at the airport in Buenos Aires and spoke to the AA representative there, they too, were shocked at the fees we were charged. We felt that they were obligated to get us home safely and instead made our journey home more stressful than it needed to be.

We were in constant turmoil about how we were getting home safely and then have to deal with the added stress of these over priced tickets. I sent an email to the CEO of AA from the ship, and his return email stated that they could not give us a return ticket w/o this fee but they did waive the change of flight fee (a minor fee by comparison). I feel that they were taking advantage of us knowing that this was the only way we had to get home safely. It is always the bottom line for big companies. They do not think about how these fees affect our finances. We were forced to put these fees on our credit card in order to get tickets home.

I missed all of my scheduled appointments at my destination due to the delays and missed flights. I was unable to redeem a $150 dollar ticket for an event that I missed because of the inefficiency of American Airlines. I was appalled at the poor level of service provided by the airline.

We were then re-directed to Customer Service, who explained to us that we not only missed the cut-off but they could not override the lock-out. We would have to make arrangements to get on another flights, but since it was Spring Break week, there were none available! Our only option was "Stand By". We then proceeded to attempt to get on the next 4 flights to Charlotte, with no success. We finally met a Customer Service manager, Cheryl, who said that she would help us. She suggested that we return home and return for a "red-eye" flight to Charlotte and then on to Fort Lauderdale, in time to make our cruise. As suggested we returned at 9:00 p.m. Upon check-in at the gate, we received 4 boarding passes with seat assignments to Charlotte, while in route she would have confirmed to Fort Lauderdale. We lost one night in a prepaid hotel ($180) in Miami. We confirmed twice prior to boarding that we were good to go! Once the boarding process started the next nightmare began.

As we boarded, 2 of the boarding passes were deemed "incomplete", so 2 of us had to return to the check-in counter, while the other 2 boarded. After further review, we were told that 2 of us were assigned those seats in error so we could not go, but we would get $500 vouchers for our trouble. Once we notified the 2 on the plane of our status (via cell phone), they asked to deplane, but were denied! Once we demanded that they be let off, the manager in the area (Mike) made everyone aware that they got off voluntarily and would not qualify for similar vouchers. After tempers calmed and we had a chance to explain our plight to Mike, he agreed to help. Mike informed us that he would do his best to get us on a 6:45 am flight to Charlotte and that we could connect in Miami in time to check in for the cruise.

We slept in the airport that night while Mike confirmed the arrangements. Mike later informed us that he had made the necessary arrangements and we boarded the flight and safely arrived in Charlotte. We had one shot left! When we arrived in Charlotte to check-in for the flight to Miami, we were told that we did not have a seat! We expressed our total disbelief, and the counter agent could not do much about it! He suggested that we might try Customer Service. We now had no way of getting to Miami in time to make the cruise, our luggage had been sent to Fort Lauderdale, we had no place to stay. So, we first went back to Customer Service where we discussed options. The only remaining option, was to fly to Montego Bay and get to Ocho Rios for day 4 of the cruise.

So we purchased 4 one-way tickets to Montego Bay ($900). We also went to the Baggage Claim office and asked if our bags could be sent to Miami to the cruise ship. We then had to get a hotel room ($100), rent a car ($35) and go to Wal-Mart to buy clothes and toiletries (about $100 per person). The flowers that I had purchased for day one of the cruise we forfeited ($90, by cruise line for safety reason). The next morning we arrived for our departure to Montego Bay, stopped by the Baggage Claim office again to discover that our bags had not left Fort Lauderdale, so we asked that they be sent to Montego Bay. We finally arrived in Montego Bay, with our bags on 3/14, spent 3/14-15 in another hotel ($200) and met up with the cruise ship on 3/16. We docked back in Miami the morning of 3/18 so we had 2 days on the ship of the 5 that we had planned/hoped for.

When we called to confirm/check-in for our return flight, we were informed that since we did not complete the original itinerary, the entire return portion of our itinerary was cancelled! After numerous calls that was corrected and we we returned to Phoenix on 3/20. I have flown approximately 1.5M miles over the past 25+ years on American Airlines, American Eagle, America West (awful), British Airways, Continental, Delta, Delta (SkyWest), Eastern, Luthansa, SAS, TWA, and United. I can say without hesitation that this is the worst airline experience that I have ever had which is saying a lot given America West's history. I would not recommend that anyone fly this airline!

Upon our arrival, we faced a rather long line, but was told that the wait would be approx. 30 mins. We finally reach the check-in kiosk at 9:02 am. When we tried to check-in, we were denied because the cut-off was apparently 9:00 am for both bags and passengers! We were then re-directed to Customer Service. Customer Service explained to us that we not only missed the cut-off but they could not override the lock-out. We would have to make arrangements to get on another flights, but since it was Spring Break week, there were none available! Our only option was "Stand By".

We then proceeded to attempt to get on the next 4 flights to Charlotte, with no success. We finally met a Customer Service Manager (Cheryl - SP?) who said that she would help us. She suggested that we return home and return for a "red-eye" flight to Charlotte and then on to Fort Lauderdale, in time to make our cruise. As suggested we returned at 9:00 pm. Upon check-in at the gate, we received 4 boarding passes with seat assignments to Charlotte, while en route she would have confirmed to Fort Lauderdale.

We lost one night in a prepaid hotel ($180) in Miami. We twice confirmed, prior to boarding that we were good to go! Once the boarding process started the next nightmare began. As we boarded, 2 of the boarding passes were deemed "Incomplete", so 2 of us had to return to the check-in counter, while the other 2 boarded. After further review, we were told that 2 of us were assigned those seats in error so we could not go but we would get $500 vouchers for our trouble. Once we notified the 2 on the plane of our status (via cell phone), they asked to deplane, but were denied!

Once we demanded that they be let off, the Mgr. in the area (Mike) made everyone aware that they got off voluntarily and would not qualify for similar vouchers. After tempers calmed and we had a chance to explain our plight to Mike, he agreed to help. Mike informed us that he would do his best to get us on a 6:45 am flight to Charlotte and that we could connect in Miami in time to check in for the cruise. We slept in the airport that night while Mike confirmed the arrangements. Mike later informed us that he had made the necessary arrangements and we boarded the flight and safely arrived in Charlotte. We had one shot left!

When we arrived in Charlotte to check-in for the flight to Miami, we were told that we did not have a seat! And when we expressed our total disbelief, the counter agent replied, "Oh, well", not much he could do about it! He suggested that we might try Customer Service. We now had no way of getting to Miami in time to make the cruise, our luggage had been sent to Fort Lauderdale, we had no place to stay. So we first went back to Customer Service where we discussed options. The only remaining option, was to fly to Montego Bay and get to Ocho Rios for day 4 of the cruise.

So we purchased 4 one-way tickets to Montego Bay ($900). We also went to the Baggage Claim office and asked if our bags could be sent to Miami to the cruise ship. We then had to get a hotel room ($100), rent a car ($35) and go to Wal-Mart to buy clothes and toiletries (about $100 per person). The flowers that I had purchased for day one of the cruise we forfeited ($90, by cruise line for safety reason). The next morning, we arrived for our departure to Montego Bay, stopped by the Baggage Claim office again to discover that our bags had not left Fort Lauderdale, so we asked that they be sent to Montego Bay.

We finally arrived in Montego Bay, with our bags on 3/14, spent 3/14-15 in another hotel ($200) and met up with the cruise ship on 3/16. We docked back in Miami the morning of 3/18 so we had 2 days on the ship of the 5 that we had planned/hoped for. Story over? Nope. When we called to confirm/check-in for our return flight, we were informed that since we did not complete the original itinerary, the entire return portion of our itinerary was cancelled!

After numerous calls, that was corrected and we returned to Phoenix on 3/20. I have flown approximately 1.5M miles over the past 25+ years on American Airlines, American Eagle, America West (awful), British Airways, Continental, Delta, Delta (SkyWest), Eastern, Lufthansa, SAS, TWA, and United. I can say without hesitation that this is the worst airline experience that I have ever had which is saying a lot given America West' history. I would not recommend that anyone fly this airline! We missed 3 days of a 5 day cruise, had to purchase new tickets to Montego Bay Jamaica, to catch the ship for last two days. Since we were stranded in Charlotte, we had to get a hotel room, rental car and clothes to hold us over.

So the Cheap Ticket agent set us up and we purchased two tickets from American Airline at $800 each to travel from JFK to Los Angeles, then to Texas, then to Las Vegas, all in one night. When we arrive at JFK, the ticket agent looked at the itinerary and said, “Wow, that’s a lot of traveling.” She saw my husband carrying my wedding dress and congratulated us and said, “Let me help you.” She looked and looked and came upon the following itinerary. She stated that we can travel to Los Angeles and stay there until morning, get on a plane to Las Vegas around 10 am. So we said yes, all we wanted to do was get out of the snowstorm that was coming. I have all four boarding pass tickets and ID numbers for verification purpose.

We stayed at that Motel 8 down the street from the airport. Well, when I received my American Express bill, American Express charged me $1451 per customer. You’ve gotta be kidding me. We sat in the last fourth row with crying babies and man drinking and being so loud. If we knew that American airline was going to charge that amount, which is crazy, we would have never gone. No way. Please look into this matter. We cannot afford this. It was never told to us. We agreed because $800 per person was easier than $1451.

I had to borrow extra food and clothes from other team members. However, I have MS and not having my medications did cause a bigger problem. I ended up being a patient in the very hospital that I was working in. It was painful and embarrassing and would not have happened if the personnel on the phones would have taken my calls and acted on it. Please call me for details on AA Flight #2285 on 2/26/2010.

Starting the morning of Sunday, 02/28, I called to check on the status of my luggage. The response from the agent was, "We have no idea where your luggage is at this time". This is our vacation, what do you mean you can't find my luggage! I called three times (3x) that day to find out status and we never did get any answer. Without my luggage, we boarded our Carnival Victory cruise ship to cast off to St. Thomas, VI with me in my winter-type clothing which consisted of a sweatshirt, long pants, socks and boot shoes.

On Monday, 03/01, we again called AA to locate my luggage. No one knew where it was. We called again in the later morning/early afternoon and we needed to convince the agent to let us talk to a supervisor. The supervisor approved us a reimbursement amount to get some clothes and necessities. This was needed since I am now wearing some of my husband's larger-than-me-clothing. We had great difficulty finding undergarments, shorts and shoes in St. Thomas, VI. This is our vacation and we spent a good portion of our day trying to locate items for me to wear! We continued to call AA twice (2x) more to get a status on our luggage and it still was nowhere to be found. I started to cry.

On Tuesday, 03/02, we again called AA to locate my luggage. Still, no one knew where it was. We, again, needed to convince the agent to let us talk to a supervisor. The supervisor allowed us to get yesterday's items laundered and to allot me more money to buy clothing due to the fact that there was still no sign of my luggage. Again, we spent our day looking for clothing for me, rather than going on a fun excursion! We are in a much poorer country (Dominica) and we are having worse luck finding items; we actually settled on some items to make due.

It was completely difficult to find business casual/business attire since tonight on the ship it was formal night. I cried and cried and cried. We continued to call AA twice (2x) more to get a status on our luggage. On our last call, we found out that my luggage was in route to hopefully make it to our next destination, but there were no guarantees.

On Wednesday, 03/03, we again called AA to locate my luggage. It was maybe going to make it to Barbados, but they were only hopeful, not positive. Without hesitation, our agent directed us to the supervisor who allowed us more of an expense. This is now day #4 without my clothes, without attaché items, without my personals, without anything. This is supposed to be a vacation! What kind of vacation is it when you spend all your time trying to find something to wear? Do you know how fun it is to locate a driver and to explain that you want to go to a place that sells underwear? No excursions for us; just shopping to find me undies and a bra! Ugh! We, finally, received my luggage around 5:30pm on our ship. AA did not deliver, but rather Carnival was gracious enough to pick up my luggage at the airport and to rush to get it on the ship before we disembarked.

Just when we thought it was all over--the nightmare continued! On our return flight from San Juan, PR with arrival in Madison, WI on Sunday, March 7, American Airlines lost my luggage again! How ironic is that?! Our flight was a late flight, so we filed the claim at the claim desk and went home.

On Monday, March 8, we contacted AA Baggage Claim and the agent stated that my luggage was currently in London, England. What? She thought that my luggage may be in Madison, WI on Tuesday, March 9, in the later afternoon or early evening. I told them to hold it at the airport, and then once it arrives, I will pick it up rather than having them deliver it.

On Tuesday, March 9, after contacting AA, the agent located my luggage in route to Madison, WI with an approximate arrival at 3:41pm. I, again, told the agent to hold my luggage at the airport and I would come and obtain it. Just after 3:41pm, I contacted AA. My luggage did arrive and I, again, told the agent to hold it at the airport for me to come and get it. I arrived and the airport, my luggage was in the van to be delivered. I had to have the agent call the van guy and have him give me my luggage. It was located and I was able to take it home. I was happy until I opened my luggage! My luggage was settled and the insides were settled just like they appear after you get your luggage for the first time after traveling.

Then I noticed things were not packed the way I packed them (I roll my stuff, things were unrolled) and my stuff had been rummaged through! My attaché case was opened with all the items from within it were dispersed throughout my luggage. To top it off, the 2 cartons of Marlboro Lights we had in the luggage to take home with us were gone. I know that my attaché was zipped shut since I checked it after we got off the ship. I am also 100% positive that the 2 cartons of cigarettes we purchased were in there because I checked.

Not only was my trip ruined by my husband and I running here-&-there to purchase items to wear (instead of going on fun excursions), but also, I was violated and I was robbed. This is intolerable! American Airlines Customer Service Plan states: "Every customer is important to American Airlines and American Eagle and we are dedicated to making every flight you take with us something special. Your safety, comfort, and convenience are our most important concerns."

This was in no way comfortable with flying with you on my return flight in fear of losing my luggage and you were not convenient at all! The travel vouchers are a nice gesture, but are not satisfactory to us. You complicated our lives for 7 days out of 11! You give better voucher amounts to people willing to give up a seat than to those of us whose vacations you have ruined! You had my luggage more than I did and it was my vacation!

To sum things up, only after requesting a refund did I finally receive an apology (which I do appreciate it). AA has totally poor and pathetic customer service in that it took all this time to get one persons to feel even one bit sympathetic. Secondly, I was lied to by an AA agent stating that TSA lost my luggage. Thirdly, once I give my checked luggage to them, aren't they in-charge and responsible for it? I don't believe that my luggage should have ever been outside American Airlines' care. I gave them my stuff with the expectation that AA would treat it as your own, but that apparently didn't happen. Lastly, I was not only violated by people rummaging throughout my luggage, but I was robbed! I spent more time crying than enjoy my vacation!

Paid for luggage to arrive in a timely manner (not acceptable, they had it 7 days out of 11). I requested a full refund along with a request to reimburse us for the costs of our airline tickets, the payments made to have our luggage checked with them, and the cost of the stolen cigarettes refunded to me. Total amount of plane tickets is $459.64 x 2 = $919.28. Total amount for baggage is 2 x $20 x 2 = $80.00. Total amount stolen was $39.92. Grand total is $919.28 + $80.00 + $39.92 = $1,039.20. As a result, we were only given $200 (2) vouchers. What a rip off!

We are very sad since we always fly with American Airlines for many times. My wife who flies to North Carolina every 4 months, and now we ask to look over what happened. I arranged someone to pick me and my son up at the airport in Budapest, I also need to be there for Immigration appointment. Please help us to get our money back. I do not have any more money to buy new tickets. Kindly overview my case.

Staying in the airport, waiting through at least seven other flights before giving up (I had only scheduled a weekend visit to Phoenix to visit my son for his birthday), and then my return flight could have been cancelled? Paying for hotel on my own and no apologies, no offers of another ticket? This was my third flight with American Airlines and the other two, those were international, were also disasters: Long, long delays, arriving in a foreign country well into the wee hours.

I thought maybe domestic would be better. Well, never again! As I walked through the Dallas-Ft. Worth airport, I saw the same scene over and over again. AA offering cash to any seat holders willing to part with their tickets, many people on standby. Yes, it was spring break but they obviously oversold. Unethical behavior on the part of American Airlines.

I called again and got a woman who gave me direct flights with a price of $591 for one ticket. I booked. Less than 24 hours later I went on the website and the fares originally quoted for $136 each way were posted. I called and they said that they will not honor the price online and said that I would have to pay $150 to cancel the flight and receive a $70 voucher for future travel in return. I feel like I have been taken advantage of because of the companion ticket and given higher ticket prices to overset the price of the companion tickets. By the way, when I called back to complain, I was on hold for over an hour with no satisfaction.

Within 18 hours of making the booking, I found out that my niece was graduating from college that Friday and I needed to change my flights to be able to attend her graduation event. I called to cancel my itinerary and was told I would have to pay a $150 fee to either change my itinerary or redeposit my miles. Having no other choice, I told the agent to cancel my itinerary and I would look online to rebook a new itinerary.

Today, I went online to book a new flight on Saturday morning, May 22nd. I need to be in Charlotte about 10:30 am to be able to attend my granddaughter's dance recital. There are two flights available that will get me there by 10:30 am on May 22nd - Flight 883 and Flight 1509 LGA to CLT. Unfortunately, both flights say they are sold out for Economy Low using frequent flyer miles. Though both flights are again practically empty, I would now have to use 30,000 for the available Economy High or I could book First Class Low for 25,000 miles. I called and spoke to a supervisor in the DividendMiles Center and was told it would now cost me 50,000 miles for my new itinerary (in addition to paying the $150.00 fee to first redeposit my unused miles ).

I would like someone to help end this travesty. Could you please book me on either nonstop flight 883 or 1509 on May 22nd (again both of which are practically empty) and rebook my original return Flight 1910 on May 24th? I have paid 32,500 frequent flyer miles already and although I think that as in many contract situations one should have at least 24 hours to change plans without penalty. I will pay the $150.00 change in itinerary fee. I would appreciate your assistance.

So I hobbled up the ramp on my crutches to the gate. I told them there was a mistake and asked if I could get another bulkhead row seat. I was told none were available. When I told the gate agent that I booked that seat directly with American because I had to sit in that row or I couldn't fly, she accused me of lying and told me not to fly. So I asked for my luggage back and she refused. When asked what happens once my bag arrives in Dallas, she said, “It’s not my problem.” She then threatened to call the police. I sighed and told her to go ahead to which she screamed, "Did you tell me to go to **?" I replied, "No. When you threatened to call the police, I told you to go ahead because what are they going to arrest me for, crying? I've made no threats to you."

When I asked for the number to the customer service, she refused to give it to me and threatened to close the door and not let me on the plane. At this point, I was so upset with the way this was being handled. I was shaking and tried to decide what to do. I did not want my luggage to go missing on the other end and since I did have business in Dallas, I decided to get on the plane, not knowing where I was going to sit. She screamed at me that I had 30 seconds to get on the plane, so I tried to hobble down the incline ramp to get to the door as fast as I could, but because I was so shaken up, I lost my balance, collapsed on the floor in front of the door and I burst into tears.

The male flight attendant helped me up and got me on the plane. The female flight attendant who refused to help me earlier put me in an aisle seat where I had to sit with my right leg across the middle seat and my foot in the lap of another passenger. I asked this flight attendant for the name of the gate agent and she refused to give it to me. Instead, she told me there were lots of stories flying around about what happened. Four rows in front of me, there was an empty bulkhead row seat.

The next day, I called AA. They confirmed that I did book the bulkhead row for that flight and they agreed that they dropped the ball. Their legal department has contacted me and informed me they were opening an investigation and to not do anything for 30 days.

On both flights, we sat in the 14th row. It was a nightmare for my husband. I could not help much as I just had hernia surgery the week before. My husband was completely exhausted by this ordeal. He decided he could not fly back. So we had someone come to Texas and drive us back home. I can't imagine how a truly disabled person could travel. The help we got was very unsatisfactory.

On the plane, he was given a 14th row sit. No one tried to give him a front sit. I understand our tickets are none refundable but that’s ok. It has soured us on flying again in the near future. I hope this will wake you up to the fact that people with needs are being overlooked. I hope this will give you a new light on this failure to help disabled people in the future. My husband was sore for 2 days and delayed our vacation plans. He was exhausted from moving around on the crutches when he was supposed to be off his as possible. He had a note from his Doctor to have this wheelchair help. This was not the case in the two large airports. This was not good for his ankle to heal.

Before even explaining why they had pulled our bags aside, however, the three ladies working in that area practically bounced on my mother and I. I didn't know why we had stopped and the second I saw them opening my carry-on and pulling things out, I went to grab my things and said "Hey, that's mine". One of the workers almost grabbed my arm to stop me from touching my own things. My mother and I were not aware that we weren't supposed to have those types of products in our carry-ons as we're not frequent travelers. We were only in Ecuador because a family member had passed away suddenly. The last time we had traveled was in the early 90's.

So these three workers now became extremely hostile with my mother and I, simply because we were asking questions about why we had stopped. Over and over again, they said that there were "signs everywhere" saying that these types of products were not allowed in carry-ons. The last time I checked, my eye vision was fine and I did not see a single sign about this policy. Furthermore, people in airports are usually rushing to get out or catch their flight. It is not anyone's priority to be checking signs for policies they may have missed.

Eventually, their supervisor was called and the three workers (very obviously frustrated) were told to leave (by their supervisor). We were told that we could take these products in our carry-ons, but that we'd have to go to some other place in the airport to have them approved and that it would be a charge of $100. And then we would have missed our flight anyways.

So we left, leaving our products (some of which were Christmas gifts) behind and barely caught our flight. The only reason we even made it was because there was a person ahead of us going for the same flight. We could not walk as fast because of all our baggage and so the person in front told the workers on the plane that there were more people coming. The whole experience made me dislike traveling altogether. And if that wasn't enough, the night I got home, I threw up twice, then developed food poisoning, which then led to a nasty bladder infection that left me with a fever that had me in tears. All this I linked to the food I ate in the plane the morning we left for Miami. I will never travel with American Airlines again, if I do ever decide to travel.

She promptly gave me one. When I asked what it was for, she said my bag was too large. I told her that I didn't have time to wait for it to get off the bottom of the plane, and her uncaring response was, "you can make the 7:30 flight", to which I responded, "I don't want to wait another 2 hours for that flight! " We never left SYR until around 4:10 PM #3960 and arrived at Reagan at 5:15. One of the flight attendants knew there were 7 of us who had to catch flight# 1649, and asked the passengers to let us off 1st.

We all got off, and had to wait for our carry on luggage to be unloaded from the bottom of the plane, and put on the belt, before we could board a special shuttle bus, which was waiting to take us to gate 40, where flight #1649 was to take off. We were escorted personally by a man who ran us to the gate, and were there no later than 5:25PM, only to find no one at the boarding desk, and the door locked tight!

I personally pounded on the door several times, attempting to get someone's attention, and all of us tried to flag those in the cockpit from the window, to let them know that we 7 passengers were there waiting to board the plane. We were all in disbelief that after being rushed by an escort, that we were not going to be allowed on to the plane.

After the walkway was removed from the plane (although the plane did not leave the actual hangar for at least 10 minutes), Frank came to the desk. He was short with us, and said no one called ahead to have the plane wait for us, and that it happened quite frequently. I find this hard to believe, as we listened for the next 2 hours, as passengers who were not boarding on time, had their names announced for last call! We all had boarding passes by the way, so US Air had our names too! Two passengers, who also were to leave for TPA said, they never heard an announcement for the flight, and missed #1649 as well ,while sitting in the gate area. I am not only upset at the fact that US Air was late, but that the staff had an "uncaring/ disrespectful" attitude.

An elderly couple who had to run to gate 40, as well as a lady who had asthma, had to run and any of them could have had a heart attack rushing to the gate, only to find that all of our efforts were in vain, escorted or not! We were all lead to believe that the plane was waiting for us, since we had not missed the departure time. It was all a joke! And to top it all off, the 7;30 PM flight never left on time either! Upon boarding that flight, and noticing all the empty seats, I think it was a ploy for US Air to justify the later flight! The experience was stressful, and totally unnecessary, as we could have boarded that plane, if someone was made aware that we were all on our way to the flight. It was also unfair to make 9 of us wait 2 hours for another flight. Other airlines do it all the time.

I received a telephone call at 6:30am on February 13th from US Air stating that our connecting flight 1005 from Philadelphia to San Juan was going to be delayed 70 minutes in Philadelphia. Upon arriving in Philadelphia, I checked the TV monitors, as instructed by flight attendants, to get the most up to date information regarding flight departures. US Air 1005 was to depart at 2:50pm.

US Airways website stated that the ETD was 3:00pm and the delay was due to CRR- Flight delayed due to crew rest requirements. My family and I took a lunch break and went back to Gate B4 at 2:15pm and was told by other stranded passengers that our US Air 1005 had departed. However, I noticed that it was still parked at the jetway but I could not locate any US Airways agents to assist me, my family and 21 other US Air passengers. There was a total of twenty-eight passengers left standing at Gate B4 with no one to assist us. We could have boarded the flight becuase it was sitting right in front of us but no one from US Air was there to help us. US Air stranded 28 passengers that were either going on a cruise or on a resort vacation, like my family. The actual time the flight departed according to your website was 2:32pm.

It took from 2:15pm until 8:00pm for Stan, their Shift manager to rebook my family's departure from Philadelphia scheduled now for the 15th of February. When I asked Stan and an agent to reconfirm my return flights for the 20th, he said he could not find any. I called my travel agent to check on the flight numbers we were scheduled on. Originally, it was US Air 1024 which had been changed to US Air 740. We were not on the flights, apparently our reservation was either cancelled when we didn't board flight 1005 or when he reissued the new departure flight, he did not include the return flight.

We got the excuse that the monitors were controlled by the City of Philadelphia, which one of their employees stated that may not be so accurate. After I photographed the monitor to show the flight information, I went to another gate and asked an attendant about our flight information. This attendant, on her own monitor, stated that flight 1005 was to depart at 2:50 pm. Does the city control their own monitors?

We have accumulated twelve of the other passenger's names and phone numbers that were also stranded at the gate. This was not a weather-related incident. The early departure of US Air 1005 was not only the result of human error but perhaps a violation of the Crew Rest Requirements. If it was deemed necessary to depart at 3:00pm due to crew rest requirements as posted on your website, then why did the flight depart at 2:32pm?

The early departure cost 28 passengers time, aggravation, loss of vacation time and money. Since US Air could not get my family out of Philadelphia to San Juan until the 15th of February, we are missing two days of our vacation at a cost of over $1,200.00 a day at the El Conquistador Resort. I expect US Air to reimburse me for those two days. They will never be able to compensate me for the aggravation they caused me and my family. I am a reasonable person and although weather-related delays are aggravating, I understand that weather is something we cannot control. However, this debacle at the airport was completely preventable and I expect reimbursement.

This is an absolutely disgusting way to run a service-oriented business and a total disrespect for the people who keep them in business. I am outraged.

I went to the counter and asked the gate agent if the plane was ready to board at 3:00pm. He said no, that the next flight boarding was the Richmond flight. At 3:30pm, I went back to the gate agent because no announcement was made to see the status of the departure. He informed me there was a maintenance problems with the plane. Again no announcement. I looked at the board and it said it was delayed until 3:50pm. I went back to the gate at 3:45pm and the supervisor told me the plane had not boarded since they were waiting for more people.

I told my daughter and she went to the gate 2 minutes later. The supervisor told her the plane was closed! No one else can board the plane because they had too much weight on the plane and not enough fuel. I called another supervisor at the ticket counter and they informed me I was the last 3 people to check in and was not allowed on the plane because they did not have enough fuel to take more people.

First I had been at the gate for 3 hours. I was misinformed numerous times by the gate agent and finally by the supervisor. When were they going to inform me we were boarding? I'm a frequent flyer and have never been misinformed by a gate agent and/or a supervisor. I've never seen a flight take off with not all the passengers, especially since we were there for 3 hours ahead of take off.

I had tried to book a seat assignment 24 hours in advance, like the website told me to do. But I was denied. I arrived at the ticket desk to pay my pet charge and was still denied a seat assignment. The next flight wasn't until 7:00am the next morning, so with my sedated pet, it was impossible for me to take that flight. At that late hour, the ticket desk was closed; so I called US Airways.

I was told I would receive a refund, and in fact, on their website, my refund status shows a check was mailed February 12, 2010. However, I just received an email from customer service stating the ticket wouldn't be refunded, just remain viable for a year, but I would have to pay an additional $150 change-of-ticket fee. That is outrageous!

What happened to their decision to refund my ticket? Why did they change their minds so arbitrarily? Because the airlines is intentionally overbooking popular flights (by an amount that can't possibly be by mistake) and effectively forcing non-seated people into less desirable flights (if they can fly), this business practice is "bait and switch," which I was taught is illegal. How can the airlines do this? How can I take US Airways to small claims court?

I feel like this was a total rip off and we will never fly American Airlines again or recommend it to anyone. Our hotel and rental car reservations were also changed with no additional charge. This additional fee added a financial burden on us. With the cost of airfare these days plus the charge for luggage it is financially difficult to travel even once a year. Then to be charged for the weather. This is just not right.

When we arrived in Charlotte, NC, we were stuck on the plane for at least 15 minutes because they couldn't open the door. Good thing it wasn't an emergency. Our connecting flight didn't board until 9:36PM and it started to depart then sat there. The captain came on the speaker and said we had to wait for a part before taking off. We sat there cramped in the seats until 11:00PM until we finally took off. We landed in Toronto some time around 1:00AM. By this time, we were dragging. We went through customs and went to retrieve our luggage which didn't come for about 15 to 20 minutes. They apparently had trouble getting the luggage off the plane. Fortunately, the flight was smooth and pleasant. That was the only thing that went well that day.

When I went online to view the actual fare, I would only be paying $10 less using my miles than if I had just bought him a ticket! I was beside myself with disgust. I called US Air Customer Service and asked if the miles I had purchased not just 30 minutes ago could be refunded and I was told flatly, no. So there I was paying close to $200 for a "reward" flight and feeling like a total chump because not only was I out $200, I was out 25,000 miles. The nail in the coffin was that my son could not fly on the same flight as me as they were out of "reward" seats. However, had I just purchased his tickets outright, he could have. Another lovely side note, if you try to cancel or reschedule your "reward" flight, they hit you with a $150 penalty.

To add insult to injury, the half of the family who flew US Air (me, my daughter and oldest son), my husband and other son flew Southwest, became stranded in DC due to fog for over 24 hours. We were shuffled from gate to gate, kicked out of the terminal, slept in the chapel and then were shuffled again from gate to gate, got on a plane only to get off again until we finally departed for home. Us Air never gave any of their passengers any consideration for food or shelter, just a slip of paper with a number on it to get a "discount" hotel room. But with our flights constantly being cancelled and rescheduled, it was impossible to leave.

My older son and I both lost a day's work as neither of us had any vacation time left. Even worse, my son's hours were cut because he had to call off because he was stuck with me in DC. Yet my husband and younger son were home safe because they flew Southwest. US Air is truly the worst airline ever.

My return flight was on Delta, and they make UsAir look horrific. Not only was I helped, I was asked more than once if I needed anything else. My bag was taken down by the flight attendant upon arrival without having to ask. I did not note the attendants name in question on UsAir Flight 1015 but I am sure the company have it on their records. It was unacceptable, unreasonable and downright beyond rude. I will never take UsAir again nor will any of my family and friends.

The agents at the airport gave us the new tickets and told us that we could stay at an airport hotel for $77. They said that was the best they could do, and they weren't liable when a flight is cancelled due to weather. (However, the flight to Newark was not cancelled, and there was no snow in NYC at all, only 1-2 inches in Philadelphia.)

the number to cancel our flight. They didn't even mention that it was mandatory to receive any sorts of refund for the flight that we didn't want to take. When we asked for refund for the ground transportation we were about to take, they said that we could email the Customer Relations.

Since they had already taken our baggage for transfer to LaGuardia (before we learnt that the flight was cancelled), we thought that it would be safer to call an agent and tell them that we were not taking the 7 am flight, but our baggage could at least come home safely. So, I called the number they had given us and told the agent that I would like to cancel this flight and asked if they could reimburse me for my cancelled flight and ground transportation. The agent told me that he cannot do anything about ground transportation, but he could work on reimbursing our cancelled flight.

York) was leaving in 15 minutes, and I couldn't wait 65 minutes on the phone. Since I thought that I needed to call again for reimbursement purposes only, I thought I could do that next day, hoping that the lines wouldn't be that busy.

So, on January 31, around 11 pm, I called the US Airways again and explained the situation to them. When I talked to the international flights agent, she said that she cannot reimburse my flight, since it was marked as "no value" due to the fact that we had not showed up. I told her a million times that I assumed that I had already cancelled my flight by talking to the agent on January 30, and I didn't even know that it was necessary to be reimbursed. She said that only international flights agents could cancel my flight, and the agent I spoke to had not done anything. But I didn't know any of that! How would I know?

I had told 3 different representatives at the airport that I wasn't taking the flight, and I also called the number they gave me and told that representative as well that I was not taking the next flight. I even asked the personnel at the airport how I could get to the train station. But nobody even mentioned that cancellation was mandatory for reimbursement and hadn't been done by any of them or that only international flights agents could cancel it.

The agent that I spoke to on January 31 also told me that I had the chance not to accept the next arranged flight ticket at the airport, which would mean cancellation automatically. But I wasn't given any such option at all. They had already arranged and printed the 7 am flight when we were there and stapled hotel information and the US Airways phone number on it. So, they gave those to us and didn't explain anything at all! I told the representatives at the airport so many times that we were not taking the next flight, but they didn't say anything. Seriously, nothing!

So, after talking and explaining all these things to the international agent, she still didn't seem to understand my explanations and kept giving me excuses for not reimbursing us. She even blamed me for waiting till 11 pm on January 31 to call them. She said I could have called them when I got home. I told her that I got home about 2 am and was exhausted and thought that the lines would be busy. So, I preferred calling the next day for getting my reimbursement. Her answer was "Well, I was here around 3 am, and nobody called." which means that the lines were not busy at that time as if I would have known!

flight to get reimbursed. Nobody had told me that. So, my call purpose on January 31 was to work on the reimbursement procedures, since the first agent I talked to on the phone had told me that he could work on that.

After killing my self to explain the situation to her for 45 minutes, I asked her to transfer me to her supervisor whose name is Lanya. (She wouldn't give her last name due to regulations.) I have to accept that she was the only nice and reasonable person I talked to. She said that she would do an exception and reimburse our flights in 7 business days.

So, as a customer, who has been treated very rudely, who has not been given any explanation in time about procedures to cancel flights and receive reimbursements, and who almost had a heart attack due to the agents' inability to understand the situation and their expectations of their customers to know every single procedure to receive any sort of reimbursement for a cancelled flight (even when their own colleagues fail to provide such information), and who had go through all the problems at the airport to take the train to get home in time and to receive the lost baggage safely, I emailed the Customer Relations, hoping that they would take the customers more seriously and respectfully.

The agent at the Customer Relations office replied to my email by simply apologizing for the agents for not handling the issue better, but he said that there is nothing he can do about ground transportation. In 7 days, we received a ridiculous amount of reimbursement: $18! Even the buses from Chinatown cost $20.

I will never ever fly with US Airways again, and I think nobody should do so! They are very unreliable and irresponsible!

I then flew to LAX, where again I still had the rash. Returning to MN for another week before flying back to Israel (in all 5 weeks in the US). I still to this day have the rash. I have been to skin doctors, allergists, dietitian and had blood works done. It is diagnosed as chronic Urticaria, which is a rash that comes and goes and has to pinpointed reason. I would like to know if there is a forum where I can check if other passengers in the same flight with the same symptoms, maybe the woman next to me. I have tried all medications. I have paid $150.00 for dietitian. I have been unable to concentrate with this persistent rash, and wake up in the nights very itchy. I take a pill which only kicks in after an hour.

They kept insisting that my wife had called and that she could have easily called from a call phone at the doctor's office. They are basically calling me a liar. I was able to get booked on an earlier flight out of Key West and a later one out of Miami, but only because I have a friend who works for AA in Key West.

Now, my pregnant wife has to sit in an airport for five and a half hours waiting for our next flight. I want to know how they cancelled a flight that my wife didn't pay for; it was my credit card. How can they let someone cancel without confirming their identity. I want to know who said that they have spoken to my wife but they didn't tell me.

I was told it would cost $275.00 ($150.00 change fee and $125.00 increase in air fare) to leave MIA/SJU that evening. I asked if there was a "compassion" allowance for family emergencies and she said yes, it would cost about $600.00! Sounding illogical to me, I found a one-way MIA/SJU fare on Priceline.com on AA flight 1567, 12/02/09 of $207.10, which I purchased (AA confirmation no. **, ticket no. **, Priceline itinerary no. **, AAdvantage no. **).

On 12/26/09, when Cathay ** tried to check-in online for the previously purchased flight (AA flight 2202, 12/26/09, SJU/MIA, KAIHKN, ticket no. **), she learned her itinerary was cancelled by American Airlines! After speaking with two AA reservations agents and a supervisor, I had to pay $132.90 for Cathay ** to be able to board the exact same flight that was already bought and paid for on 7/25/09! As a result, the total cost to me for the R/T flight on 12/02/09 - 12/26/09 MIA/SJU was $594.20.

Aside from the inconvenience of all this, I was overcharged between $132.90 and $340.00 by American Airlines, and a refund is due, and expected by me from American Airlines. I find it offensive that while other airlines allow "compassion" fares and flexibility for family emergencies, American Airlines looks upon this as a money-making opportunity.

Please note: After unsuccessfully trying to submit this complaint by e-mail on AA's customer relations website, I am submitting it by U.S. mail. The other Web links were successfully submitted on 1/05/2010.

It is my opinion that most days little to nothing is being done to find my bag. I have asked a couple of people including Pam, and Catrina if I could have someone call me everyday and tell me the status of my bag and what's been done during the last 24 hours to find my bag, and they both have told me this is not possible. Instead, if I want any information I need to call this number which is the number for team 3 who is looking for my bag. I have called this number 12 times and never once has anyone answered the line. Most of the time my call is returned but the problem is that I teach full time and have missed many of these calls.

The frustration with not being able to talk to a live person has been incredible. Also, they don't return my phone call in the time frame that they say they will. On the message machine, they say if you call before 3 pm Pacific time, your phone call will be returned within two hours. This is not the case and I have urged them to change the recording because 4 different times I called before 3 pm and did not receive calls back within two hours. In fact, one time I was not called back for 48 hours.

The real problem is that it seems like very little is being done to find my bag. In my opinion, this is why I can't get daily updates from them as to what's been done. For example, on January 5th, I was told to fill out a claims form that lists all the contents in my bag. I was assured that having a list of all the items in my suitcase would really help them in their efforts to trace my bag. US Airways received my claims form on January 7, 2009. After talking to Catarina on January 15, I learned that this information (all of my items in my suitcase) had still not been entered into the computer for tracing. On January 16, Pam called and told me that she had just entered all of the items into the computer. Why did it take nine days to complete an assignment that probably took 15 minutes to do? Still, now that the information is entered it won't be traced until the designator tracer is working and gets to it. I was told that there will be a tracer person working today, January 17, but they could not assure me that the person would get to my bag today. In fact, they could not tell me when my bag would be traced at all.

This is the worst customer service I have ever received. I have student projects in my suitcase that are irreplaceable. The problem is not that the representatives are rude, it is the system that US Airways has in place. It's the inability to talk to a live person. I have spent over 4 hours on hold trying to talk to a real person. It's the fact that nobody can give me daily updates as to what's been done because as you can see from my previous paragraph very little to nothing is being done to find my suitcase. I would greatly appreciate if you could help me get the attention this matter deserves. What I'd love to see is proof that my bag is being searched for everyday. Thank you so much for your help!

It is 11 days now and I have not received any positive response. Address and names( as mentioned above) are clearly written in bold letters at the top of the black bag. Can you help me or ask the Airlines to be a little extra swift and careful in their efforts? I have been travelling in Middle East and Europe for the last 40 years (I am a senior) but it never took so long anywhere to deliver the delayed baggage if the mishap took place sometime. This is the most advanced country and here I have suffered the most. I am leaving here by the end of the month and want your urgent attention to help me get my bag as soon as possible. May I trust your agency and hope that you will sincerely try to help? The bag's contents were not less than a couple of thousand dollars worth but the mental agony and inconvenience cannot be fully described. It is tremendous and has totally spoiled our vacation.

This is Vet approved for flight travel. Your agents have never had an issue with the dog and travel on all my past fights. Most recent flight was 2 1/2 weeks ago for Thanksgiving. (Other agents said she watches dogs for a fee and would take the dog so we could travel. (My dog cost $600) The Agents and Supervisor was extremely rude and said I was cruel to my dog.

Had Vet papers and the Vet approved the travel case for dog? The agent on the right of us allowed a much larger dog on flight? I asked the agent about these ladies, I was dealing with and she whispered they have been a (** mood all day. Talked with a Flight Crew member recognized us from our past travels with my dog. And talked with my children and could not believe they would not let us on flight. A captain in the Marriott hotel talked with us as we were very upset with our flight plans and played with the dog. His quote was that this is out problem with Customer Service and why it's hard to make money as an airline. A stewardess sees my daughter crying and asked if she could walk us back to the counter to help. By then we have missed the flight and needed to fly out to beat the pending snowstorm. That is why we paid extra to change flight and fly out on Friday instead of Saturday.

She made a comment to us that we should try southwest and that they can be a little friendlier. We got on line right an away explained what happened to the southwest agent and they got us on a delayed flight at 8pm to Jax FL. I asked for a Supervisor at Southwest and Air Trane to check my travel prep for dog and they laughed and said there should never have been an issue. They opened up pet travel as did your US Captain in the hotel lobby and played with the dog. By now, my children are in tears and my thought our travel and Christmas plans were over. Southwest was so good to us and got us on our flight to Jax and knew were very upset that they even brought my dog a treat and maid my two little girls feel so good.

I am requesting my refund for my family flight. I was good enough to pay for the extra fee to get a flight out before the snow storm. I have traveled on US Air for most of my business and leisure travel. I am so disappointed with your Airlines. I am asking for a refund and you may take back my Travel miles. I do not feel that I would fly with US Air ever again, knowing this is how they treat people. I also own and run a very travel extended business that my contract employees travel US AIR. I will be letting my travel assistant know not to use US AIR for our employees. I have offices in Richmond/Miami/ DC and Baltimore along with Allentown/ Philadelphia/Harrisburg. You can see the pain this will cause in my business travel as well. They are all US Air routes for my Business Team. Philly is my Hub.

I called American Airlines reservations on 12/02/09 at approximately 2:00 PM seeking assistance to get Cathay ** to SJU to aid her daughter as soon as possible. I was told that it would cost $275.00 ($150.00 change fee and $125.00 increase in air fare) to leave MIA/SJU that evening. Asking if there was a "compassion" allowance for family emergencies, she said yes, it would cost about $600.00!

Sounding illogical to me, I found a one-way MIA/SJU fare on Priceline.com on AA flight 1567, 12/02/09 of $207.10, which I purchased. On 12/26/09, when Cathay tried to check-in online for the previously purchased flight, she learned that her itinerary was cancelled by American Airlines! After speaking with two AA reservations agents and a supervisor, I had to pay $132.90 for Cathay to be able to board the exact same flight that was already bought and paid for on 7/25/09!

As a result, the total cost to me for the round trip flight 12/02/09-12/26/09 MIA/SJU was $594.20. Aside from the inconvenience of all this, I was overcharged between $132.90 and $340.00 by American Airlines, and a refund is due, and expected by me from American Airlines. I find it offensive that while other airlines allow "compassion" fares and flexibility for family emergencies, American Airlines looks upon this as a money-making opportunity.

This is when the nightmare started. I tried to speak to some staff, and I was told to go to the customer service of US Airways. There was 3 desks located in the Terminal A, B and C, each one of them has queues with hundreds of people. Each one of their desks had 2 to 3 peoples. There was also queues on other gates, but I was told to queue on the US Airways customer service desk (Terminal B). After 2 hours on the queue, we were given a phone number to call. The voice was saying that my call would be answered in approximately 95 minutes.

So after being on queue for 7 hours, I was booked on the Las Vegas flight on Sunday, 20/12/2009 at 18:00 (I think). They refused to book any hotels for me, as they said that the weather condition was not their responsibility. So, I spent the night sleeping in the airport, without any luggage. I was not allowed to pickup my luggage, as Philadelphia was not my final destination. On 20/12/2009, my flight is canceled again, no reason was given to me (flights were taking off on Sunday afternoon from Philadelphia Airport).

At that stage, I'm about to explode. I'm dirty, I'm not given any support from any of the staff on duty, and the only option I'm given is to talk to customer service, which guess what had the same length of queues as the day before. I went on queue for another 5 hours (terminal A this time), and when I finally managed to talk to the staff, I'm told that I won't be able to fly before Wednesday. A long, and very difficult discussion took place. I asked to talk to one of the managers, who finally found me a seat in a flight on Monday at 3:50 PM (I think). I spent another night in Philadelphia airport, and at that stage, I felt homeless, I was offered a kit with a toothbrush and some soap by the airport staff. That's all they could do for me.

On Monday, I finally arrived to Las Vegas, my luggage were at Las Vegas Airport, and I finally managed to regain a bit of dignity. On my way back, I came very early at the airport (7:00 AM). I found out that my flight is delayed by an hour. I explained to your staff (at the luggage registration), that I may miss my connection. I'm told that I can't change my flight, but that I should be able to pickup my connection (the flight was arriving with delay at 20:25, and my connection was at 21:15). At the gate, I asked again, and the lady was very nice and helpful, and agreed to place me on the early flight. I was then able to pick up my connection, and fly to Dublin, I thought. The weather in Dublin was bad, so the flight was diverted to the Manchester airport. This time, US Airways booked us a hotel (The Radisson in Manchester Airport).

At the customer service desk, we were told to go to the hotel, and to call the number we were given. I called the number, and after 15 minutes on hold, the US Airways agent on the phone did not know what I was talking about, and transferred me. I was put on hold again, and the line got dropped. I called again, then the agent was aware of the situation, did a reservation on an Aer Lingus flight, early Monday morning, and told me to go back to the customer service desk, where I was earlier told to leave.

Once at the desk, I was told I could fly at night, if I wanted to, so I decided to take this option. I finally managed to arrive in Dublin on the Friday at 1:00 am with Aer Lingus. Never in my life I could I have imagined such situation, where so little support, help, and advice were available. The organization was disgraceful, the management was invisible, on the customer service desk, there was one staff doing nothing (supervising, I suppose). Some staff were leaving the desk, and there was then only 1 staff behind the US Airways counter, staff members were passing by the queues, without taking any action, that was a totally careless behavior.

How can they leave customers sleeping in an airport without their luggage, and without taking care of their condition for 48 hours (or even more)? How do they explain, that to get a seat in a plane, that I have already paid for, I have to get angry to one member of the staff, and finally get in touch with a manager, who like by magic, found me a seat? Were they trying to sell all these available seats to other people, although they should have assigned them to the customers, who had their flights cancelled? How can they be allowed to be in charge of thousands of people, and show so little competency and attention to them?

I lost 2 days in a hotel, booked in Las Vegas, and 2 days of car rental. But more than that, I spent 48 hours in Philadelphia, with no luggage and place to sleep. I suffer from eczema, and it gets worse with the stress, and my skin was burning . I normally use a specific cream, but as my luggage were not given to me, I was unable to use it. It was a very humiliating experience, and I hope that US Airways is an exception in this business, as I do not want to live this kind of experience again. In any case, I will never travel with them again.

The day began with arriving 3 hours early for the flight, per recent guidance due to increased security to no staff at the check in counter. The check-in staff arrived an hour after our arrival, at which point, most people in line had used the computer check in, causing chaos in handing out the numerous checked baggage labels that had printed automatically.

Once we made it to the gate, we were boarded 20 minutes late and were greeted on board by the flight attendants urging all passengers to board quickly so we wouldn't miss our connections. After a relatively rapid boarding process, we waited on the runway for 2 hours, during which we were told not to get up and not to use any electronic equipment. No water was provided, and the crew treated us like cattle.

My toddler twins got restless about an hour into the wait, at which point, I opened the tray table to let them color and was told I was in violation of FAA safety regulations. I am unclear which FAA regulation mandates locking passengers on a plane with no water, unable to use the restroom, and not allowing children to entertain themselves. I would be surprised to find one that allows this.

After my son got sick on both flights during the landing, during which I was told by a US Airways flight attendant that we should request a larger bag in future flights to help them out, we arrived at the airport to find that our luggage did not make it. Our two car seats for our children were checked, and the attendant at the delayed luggage counter reluctantly found two car seat loaners after we reminded her that it is against the law to drive without car seats for 4-year-olds. It took her an hour to find these two seats.

The next day, today, we called to find out where our luggage was at 9am. We were told it was en route for delivery and should arrive within 4-6 hours. At 3pm, we called again, and again we're told it was en route, though this time when the call center representative attempted to contact the airport and the delivery service, they could not get in contact with either.

At 8pm, again we called, and again we're told it's en route. And again, there was no answer at the airport or the delivery service. This time the call center representative hung up on my husband. At this point we have no idea where our luggage is, we were treated poorly, and I would never fly US Airways again.

They dropped my daughters off at 11:45 and left them at the gate. And the flight was not due to depart until 1:30 pm. They would have been sitting there, without supervision for almost 2 hours before the flight would depart! I hardly think that leaving them at the gate would account for being "responsible for all paid unaccompanied minor". The supervisor thought it was okay to say that they would remain at the gate until their next departure, which was at 6:45 pm. What! I said, “So, it's okay to let them sit there at the gate for another 4 or 5 hours?” “Yes ma’am,” she said. I said, “You mean to tell me that you are not going to take them to the unaccompanied minor room?” She put me on hold and said, “Okay, somebody is going to the gate to pick them up now and take them to the room.” Thank you! And she said, “There are also several other children waiting.” Oh, now I am really worried, and so should the other parents be. Be wary of American Airlines’ unaccompanied minor program! They are not monitoring your children! I will follow up with their resolution.

US Airways would not help me as they claimed my flight was through United but they fly under each other's flagship. United told me that I had to contact Orbitz who we originally purchased the tickets from. Orbitz again referred me to US Airways. By the time I had spoken to each company three times a day for three days, I found it cheaper to just buy a whole new ticket and keep our departure as planned. I also had to purchase another new ticket for my son as he is a minor and needed a direct flight. I paid $748 for the original tickets in October--$210 for my new ticket and $230 for my son's new ticket.

When we got to the airport this morning to return home, we found that US Airways had revoked our ticket and sold our seats. The flight was overbooked by seven people and they would not let us on nor allow us to stand-by or offer us another flight. The shift supervisor, Dena ** told me that she could not sell me another flight as everything was sold out and it was my fault that my tickets were revoked because we were not on the original inbound flight. I have not been able to find any information regarding revoked flights on US Air's website nor did anyone advise me of this when I purchased the two new tickets from US Air.

Dena told me that the discounted rate applied to us traveling physically on both flights to and from. She told me that I broke the contract and it was like me speeding but not wanting to pay the for the speeding ticket. She then directed me to Southwest Airlines where, in Dena's words, "they usually charge $500-$600 for a walk up reservation." So here I am at 5:30am at the Tampa airport with my 13-year old son unable to get home! United Airlines supervisor wouldn't even speak to me and Dena ended up asking me to just leave as I was "just trying anything to get on the flight."

I ended up having to pay $104 for a flight that does not leave until Tuesday night on January 5. I am supposed to be at work and my son is supposed to return to school on Monday but we won't return until Wednesday! To top it all off, when I got back to my daughter's house at 6:30am, I went online to see what other flights US Air had available and there was room for two adults on a flight that left at 7:30am--less than an hour from our original flight but no one offered it to us.

Worse yet, Dena told me everything was sold out but that's not true either. We could have been on the 7:30am flight and been home by now. Also, there is another flight that leaves tomorrow evening but only high level seats are available at $1,100 per person! I am missing two days of work without pay. My son is missing two additional days of school. I have paid a total of $1,292.18 in airline flights for two of us to go round trip from Phoenix to Tampa.

Seeing as I had no other choice, I accepted the ticket to Richmond that was scheduled to leave in three hours. Not only was I not offered a meal voucher or travel voucher, I was actually denied either when requested. US Airways not only couldn't get me anywhere on time, they couldn't get me where I had paid to go, period. Upon arrival in Richmond, lo and behold, my baggage did not arrive with me. So after waiting more than 30 minutes for the baggage from the flight to reach the deserted baggage claim, and another 10 to find out that my bag would not be showing up, I spent another 15 minutes filing a claim. Since I am only 20, renting a car to get from Richmond to Norfolk was not an option, and the airline made no attempt to meet my needs to reach my destination when I inquired if they could provide such a service. So I had someone I knew in Norfolk drive the hour and a half to Richmond, wait for me to go through my baggage crisis, with another hour and a half drive back to Norfolk.

Upon arriving home, I filed a complaint with US Airways online, seeing how they apparently aren't willing to speak with customers directly via phone. I was finally contacted four days later, with a vague apology that sounded more like a "Don't blame us for your flight being delayed," and a $150 ETV, which is less than the difference in the cost of the plane tickets. Other airlines, I later found, had offered $500 vouchers for the exact same scenario (drop at a different destination). It makes me so glad to see how US Airways treats our military.

After about another 10 minutes of waiting, the handlers threw our bags at us with no regards whatsoever as I stood there appalled and in total disbelief. This was the first taste of the bad experiences that I was going to receive that day. I picked up my bag, and my daughter and I began to race down to the gate. As frustrating as this process would be, the airport shuttle to the gate was another 15 minutes. Upon getting to gate C, which was where we were dropped off, we began to race down to the gate B-14 which was a good 10-15 minutes’ walk. I and my child were practically running through the terminal to get to the gate. We arrived at the gate panting and out of breath where we encountered two US Airways agents. One of them asked for our boarding passes, and I extended them to him. Upon receiving them from me, he decided to disrespectfully and abrasively make this comment "You know you are almost late and yet you're strolling down here!"

First, I was stunned that he would even make such an utterance to a customer; I mean that was not his place at all to address a customer in such a manner. I am either able to board the plane because the gates are still open or will be rebooked because the gates have been closed. So I told him that we may have had the opportunity to arrive at the gate earlier if their Baltimore flight was not delayed, and we didn't have to wait for our bags on top of all that. The agent took one look at me and said "Oh so you going to have an attitude right?” He then looked at the other agent and directed him to proceed in closing the gates.

Again, I stood there for about 30 seconds just dazed and flawed at what just happened. I couldn't believe that after all the trouble we just went through to get to the gate and luckily making it there before the gates were shut, we just got the door slammed in our faces because I dared to have an opinion. At this point, I was obviously upset and rightfully so. And so I faced him and began to tell him what I thought of the service that he provided and how unprofessional, disrespectful and disregarding he was. He didn't even show any concern or empathy towards me and instead summoned his supervisor to the kiosk. I was somewhat relieved to see another representative because I thought that she would at least bring some objectivity to the issue, resolve the matter and reprimand the agent for his behavior, but she didn't do any of such.

Instead, she just walked in there with the same attitude and demeanor as her fellow agent and proceeded to tell me that she will see to it that I do not get booked on any other flights if I did not shut up. I was enraged; I couldn't believe what I was hearing. I am a paying customer who has worked hard for my money, I put my sweat and blood into making sure that I was able to buy a ticket for me and my child (full price) hoping to get reasonable service for what I paid for, and this is what I have been subjected to in turn.

Needless to say, I told them exactly what I felt about the kind of shop they were running, how poorly their services are, and how much disdain I had for their attitude and manner at which they were treating and disrespecting me as a customer. I believe this supervisor lady was not too pleased with the fact that I had the nerve to even have an opinion, much less to confront her. So she made real her threats and called the airport security. This lady, Pamela **, was just a ** as far as I am concerned; and her actions were spiteful and malicious. I was being punished because I dared to speak my mind and air my opinions. I did not in any way abuse or disrupt or act violently towards any one. I have witnesses, other travelers who provided me with their names and contact information to confirm my story should I choose to file suit against them.

I simply told them what I felt about their service and how appalling and despicable their behavior was. She not only had me removed from the airport, but also saw to it that I wasn't re booked on any of US Airways outbound flights. Her actions were excessive and vindictive. My poor child and I were stranded at the airport for hours with no means of continuing our journey or returning home, not even a refund for my ticket fare. As you can imagine, a day before Christmas Eve, everything was fully booked and ridiculously expensive. I felt so sorry for my baby. She had been looking forward to this trip for months and just like that, it was shattered after all the trouble to get there.

These people forget that customers are the reason they even have a job to go to in the first place. There are so many good people out there on the streets jobless today. Yet people like Pamela ** and her co-employee get to keep their jobs and play God, abusing the authority and power of their office. I am currently filing a law suit in Philadelphia against US Airways. And I hope that other people who have suffered such fate in the hands of airlines like this will do the same to send a message that such behavior is not acceptable. Calling the authorities on me was excessive, outrageous and over the top. It was mean spirited and irresponsible. They should spend more time apprehending real threats instead of innocent single mothers with children who simply feel frustrated and upset by the poor level of service they are receiving.

The flight from Denver arrived in Charlotte at 11:30. No attempt was made by the crew to get passengers with tight connections off first. No apology was made for the late flight. I ran through the airport hoping to get the Charlotte flight at 11:35. Fortunately, it was a few minutes delayed. I arrived at the check-in desk, to be told they had just given my seat away because I was late! Incredible! But the woman sheepishly said I should get on board anyway, and with luck I would find a seat. Again, no apology given.

I did get a seat by some miracle, only to be told the airplane would sit on the runway, away from the gate (they needed the gate open), for the next 1 1/2 hours! This turned out to be 4 hours in the end. If I had missed the plane for being "late", then I would have "missed" a plane that was actually there for 4 hours longer. Incredible!

During the 4 hours trapped on the runway, we were offered exactly 1 glass of water, nothing else and not one word of apology for the delay. As we took off, my seatmate wanted to buy one of the overpriced, tasteless boxed snacks. She was told there was no food (!) on the plane - 200+ people were trapped on this plane for 4 hours with not one food item on board! No complimentary beer or wine was offered as compensation, and again, no apology was given! Again, it was incredible!

US Airways should be ashamed of the terrible service it gives its clients. This is a scandal - it is abuse of the public to offer such incredibly bad service. Clearly, these people are incompetent to be running an airline. Why does the FAA not regulate these idiots? Save yourself money, time and headaches by boycotting US Airways. These people do not deserve your business.

Someone finally gave me a letter to show Immigration and Customs. They had lost my luggage so I went on to my other flight all the way across the airport. It was a nightmare. I finally arrived at my destination at 10 am, and there was no sign of my luggage or stroller. They sent me to an office where I waited for another hour. A lady tried to locate my stuff with some luck. She told me that they had misplaced them and they could either send my bags through UPS or I could pick them up after 5 pm because they were coming on a flight at 4:30 pm.

I live in a town 3 hrs. away from the airport so I decided to stay and wait. Due to my daughter being sick, we got a hotel room and stayed the night. They did not care about women traveling for 16 hrs. alone with a sick toddler at all. It was awful. They found my luggage, but to this day, I have not gotten my stroller. They called once to ask questions about how the stroller looked like, and I have not heard from them in a month. My arms are still sore from that trip.

Once I arrived to Ezeiza, Buenos Aires, I quickly took a taxi to go from Ezeiza to Aeroparque, but I arrived 20 min. before the departure time (10 AM) and Pluna (another airline I had bought ticket from) said it was too late. I found that reasonable. Then, I took a new taxi to Ezeiza (average 1 hour trip) and asked 45 minutes before the departure time (12:00) of AA to Montevideo to get into the airplane as a compensation for the delay. They first requested me to pay for the ticket something, which I considered unacceptable but I had no other choice than do it. Then, due to a new delay in solving a problem they caused, they said it was too late and it was to my own risk to buy the ticket and not travel in case I did not reach the gate.

Summary: I could not travel with AA and went to Aeroparque again to ask Pluna to let me go in their next flight that was at 4 PM and they agreed. The reasons why I had to be in Montevideo before 5 PM were two. At noon I had an appointment that I lost (consequence of the delay of AA) at the USA embassy to request a J1 visa. I lost my money and it caused me to apply for a visa in England, losing money and time. Second, I had to give a conference at 5 PM and I could not do it, which can affect my career and reputation. All this can be well probed. I communicate this situation to American Airlines and they reply with an email saying that they cannot be blamed because of delay for weather, etc., and they would give me 2,000 miles as compensation. The weather was perfect on that day and the pilot said it was a maintenance problem. Maintenance, I understand, should be done before people get into the airplane and in a well-scheduled manner.

I am still speechless because of the indifference and ignorance that the flight assistant showed when I asked about some way to help me with the connection and then with the delay to solve my problem in Buenos Aires when I had to explain for 20 minutes my situation before they showed any kind of interest in my case. In any case, they never mentioned to let me go into their flight without paying a new ticket, given that my connection was with another airline (PLUNA). I call this complete insensitivity and irresponsibility.

After some consideration, we thought that it would be better a late vacation than never, so we said yes. Then the agent came back and told us that for some reasons, she cannot book the Mexicana flight. The next best alternative was for a flight going out 4 days later on Christmas day. That's 4 days delay for my 7 days vacation. The agent recommends that we cancel our trip. Upon inquiry on what the airline was going to compensate me, she said that she does not know and does not think the company will compensate us anything other than the refund of the airfare. She then looked at our fare and then said that we might not get a refund since it is a non-refundable fare.

When our turn came, she disappeared and returned with another papers. She continued to pretend that we do not exist. We asked her to help us. It was still about 45 minutes before our flight for checking in but she continued to ignore us. At last, she took our documents and returned it and said that we already lost our flight. We found a manager who sent us to another agent who tried to help us. She found a flight on 12/24/2009. The result is we lost our 3 days of vacation and we lost money for these 3 days. The name of the agent from the special service is Tiana (what she said). She refused to give her last name or ID. We are very disappointed and unhappy. We are going to file a complaint to the Better Business Bureau. We are going apply to court.

My husband and I flew from Los Angeles to Richmond last December 6, 2009 and one of our bags was lost in Philadelphia (PHL). There is no record of the bag past the PHL point (which was merely our connection). The information we received from the Richmond baggage claim office after seeing that our bags were not on the carousel: "The bags were checked in at LAX and were delivered to PHL but there is no record of the luggage after that." We arrived from LAX one hour earlier than scheduled so there should have been no problem with getting the bag onto the connecting Richmond flight. I have filed a claim with the airline (**); however, there has been no success. The Philadelphia airport seems to not have a record of the bag. The interesting piece to the story is that our bag is the only bag missing from that flight.

We were given multiple possibilities, bag weight, late connection, etc. However, we are priority customers and the bag was tagged as such. It was lighter than the other bags that actually made it with us. Another scenario included the possibility that a tag was removed from the bag and that's how it was lost. Interestingly enough, if that was the case, how was it identified upon arrival to Philadelphia but not scanned and placed on the connecting flight after that point? Another agent offered that maybe it was sent to another destination. Again, wouldn't it have to be scanned for that to occur? If a bag is missing a tag, and it was taken from the belly of the plane, I would suppose that it would go to a central office.

It was not left unattended in the terminal so I would think the handling procedures would be very different. Someone should have notified supervisory staff as soon as it was identified as missing appropriate labeling information to get it to the correct destination. At any rate, worst case scenario is that it should still be in Philadelphia. However, as stated earlier, they have no record of the bag in the airport at all now. The employees at the Philadelphia terminal have been rude and told me point blank that it's not their problem but my final destination's problem. That may be true if it actually left Philadelphia, but according to their records, it didn't.

I am very concerned that there has been foul play on the part of the airline staff in Philadelphia. This is just too suspicious for words. We are a military family and good US Airways customers. And for my husband's luggage, with very necessary medications and his personal items, to be mysteriously lost in Philadelphia is completely outrageous and egregious. Please advise on what should be done from this point. We are seeking any assistance on how to proceed from this point. I've been searching the Internet only to find hundreds, if not thousands, of the same types of complaints for this carrier but specifically for the Philadelphia airport.

If this is the case, why hasn't anyone done anything to this point? Are there cameras in the airport? According to the individual I spoke with in the Philadelphia airport police office, they can't assist me with this problem and their suspicion is that my bag was stolen from the ramp. The officer who said that took me off guard because he stated it with such confidence that I wondered, if this is such a common practice, how is it that this has been allowed to go on for so long?

I provided a description of the bag to the airline and I will reiterate here (this is not all-inclusive; these are just a few of the items that should be found in the bag). The bag itself is a black Under Armour rolling duffel (similar to the attached picture) that should have a neon-colored "Priority" tag and should contain:

a. Men's clothing including light brown timberland boots-size 13, brown Bostonian dress shoes-size 12, dress shirts (specifically a black dress shirt with purple embroidery), jeans, brown shirt with embroidery (thermal undergarment material)

b. Medication (possibly in a blue double-sided pill case for weekly dosing and pill bottles would have Michael ** on the label)

c. Toiletry bag (black) with men's toiletry items. He has also informed me that an I.D. card reader, a U.S. Military Gov't property, should have also been in the bag.

Thank you in advance for your assistance with resolving this matter as expeditiously as possible. I anxiously await your response. I now also have a corporate claim # (**). Thanks for your help.

My wife had planned a trip to Brazil with our baby. She booked 6 months before the time. She chose the right plane (she can't travel in small airplanes, she has claustrophobia) with the right times (baby naps and sleep time). All went wrong! We live in San Diego, so we asked a friend to give us a ride to LAX. We were supposed to leave LAX at 12:20PM. Since we have a baby, 22 months, we got there early to get good seats and make sure that everything will be smooth. It was the opposite. The AA attendant told us that our flight was late because the airplane has been fixed since the night before (why did no one called us and told us since they had a problem a night before?).

We got there at 9:30AM and we had to wait until 3:30PM (AA changed the departure time 4 times). We had a connection in Miami that we missed and AA sent us without our luggage to a hotel (we had to pay the internet and international phone calls). The worst part was the food vouchers because they gave us $20 for dinner ($10 for each person). The baby didn't get anything! $10 for breakfast ($5 for each) and $20 for lunch ($10 for each). The cheapest sandwich in our hotel was $12 and we ordered 2 of those with 2 Cokes and 1 warm milk for the baby. The first dinner at 2AM took all our hotel vouchers! We had our trip delayed for 1 day and we were treated very bad.

We complained with AA over the phone and the airport. They said that they couldn't do anything about it. I will probably sue AA to get my money back.

Since it was so late leaving, I asked before leaving Philly to be rebooked and was told I would make it just fine. It was a 5-hour flight from Philly to San Francisco and there was a movie or TV, thank goodness for portable DVD players. Only one, maybe two drinks were serviced throughout the entire flight. We landed in San Francisco and we had to hike from term. 1 where we landed to term. 3 for our connection which is out of security, get boarding passes, then try to make it back through and make the flight on time.

What a joke? Needless to say, we didn't make the connection and no one was there at the US Airways counter for a hotel voucher but I was not staying in the terminal overnight with my two-year old daughter and got a hotel. I had 2 phone calls I made to customer service. One told me that I had to find a US Airways rep to give a voucher and the other told me that they had left for the night and I could possibly get a refund if I went to the counter in the morning. So, I did that and the lady at the counter told me that she could not issue it there and then rudely told me, "for the 5th time, I cannot do that." I lost it with her and wrote her name down and wanted the address and numbers because I was tired of being treated this way by them.

When we finally arrived home, I sat down and requested for a refund online and today, 8/29/2009, was denied reimbursement for my hotel but was given 3 $100 vouchers for future travels. This is really not fair to families to have to be treated like ** because their employees hate their jobs and it's not fair for my daughter to suffer with less than 5 hours of sleep because of someone else's stupidity. We are not traveling them again.

In the internet, their website has a lost and found contact page, but no link to contact. In some internet forum, I found one e-mail of the Dallas office for lost and found issues. I contacted them and in two days, had an answer that no passport was found. Then we went to our consulate to get a letter for traveling back. I tried again to contact American Airlines but was unsuccessful. The next day, at the airport, the passport was there, in the lost and found. Conclusion, they don’t care! We lost three days in New York calling the airline, consulate and the hotel to find a passport that they could just have answered our call and said, “don’t worry, we found it.”

We arrived at the Las Vegas airport 3 hours prior to our flight and were the second and third persons to check in and get to the gate. We were told the flight was overbooked by several people and offered first class seats if we transferred to the later flight leaving at 7PM. Since the later flight was direct, we would have made it home sooner than the one with the layover. So we said we would be glad to do that and were told to confirm an hour prior to departure.

When we went to confirm, a very rude and snide male with dark, scruffy facial hair (I only give this description because I didn't get his name.) told us there was no way he would be putting us in first class on any flight and this one was not overbooked. He made it sound as though we had asked for the transfer when in fact they had asked us! Obviously, someone at US Air thought lying and misleading us was okay, and he felt comfortable treating us like second-class citizens.

When we finally boarded the plane, we walked to the back and the flight was full. My assigned seat was being occupied by another person, who did not budge or blink an eye when I told the flight attendant about the error. The flight attendant had no problem moving me to the last row and seating me next to strangers even though I had a reserved seat that was paid for next to my brand-new spouse. She did not even ask to check the man's ticket who was in my seat and did not give one single thought to honoring what we had paid for and purchased! Meanwhile, the man and his girlfriend made out the entire flight and relished in their new seats next to each other. The unprofessionalism on the part of the airline was over the top.

Now the story gets even better (insert sarcasm). We pulled out onto the runway (Each of us is seated apart.), when the pilot said, "We are number 45 in line to leave." What? It turned out there was only one lane open for the planes at the airport. The flight itself was horrendous with many passengers certain it was going to crash - an obviously untrained pilot who added physical terror to the emotional battering we were already experiencing.

By the time we landed in Phoenix, our connecting flight was in the final stages of the boarding call on the other side of the airport. Again, the attendants did not even consider rising to the occasion, and no priority was given to those on the plane to depart first if they had a connecting flight. They even commented on the overhead that many would be missing their connections. Of course, they did not offer an apology for this. We ran to the gate and got there just as they were closing the door. We were told we would be separated again and they were going to check our bags, and that's just how it was. We said no, because everything up to this point was at the fault and inconsideration of the airline and its staff. We were certainly not going to give them the opportunity to screw up another matter.

When we walked down the jetway leading to the plane, yet another rude staff member promptly told us our luggage had to be checked and began taking my husband's luggage out of his hand. I told her (an African/Jamaican woman with a thick accent) that we were not checking our luggage as it was the airline's fault we were late and mistreated up until this point. I got on the plane and was physically shaking with a red face and almost in tears because of the flight attendants we had already encountered.

At this point, I was offered a glass of water and the first decent gentleman attendant said he would make room for the bags, which he did. I was back on the jetway waiting with my spouse, when the woman took my husband's luggage from his hand, handed it to the man on the ground, and said, "It will be checked"! Right after, the male flight attendant came and asked for our luggage. We told him she had taken it anyway and had completely disregarded our wishes and his statement that he had made room. She did not care at all and continued giving an ugly look with a sense of satisfaction that her mission had been accomplished. And that was the last straw.

When I sat in my again newly appointed seat on the last row, I was placed next to a gentleman with horrible body odor and a woman, who was sick with the flu. The point again is that I was never to be in this seat placement anyway. When we finally arrived in DFW after midnight, my husband's luggage was the last bag off even though it was the last one put under the plane so abruptly. Not one apology was made during the entire course of our experience with US Airways and not one individual cared that we had been misled, given false information, had our money virtually stolen, and our honeymoon trip home absolutely ruined. These are experiences I wish upon no one.

From my note to US Airways: I am an avid flyer and have never witnessed anything of this magnitude. While you may think we do not matter and our business is small in comparison to how many customers you have, we will do our part in informing everyone we know not to ever utilize this airline. A response acknowledging the many errors and rude treatment given would be appreciated as well as a refund or something this airline deems appropriate for the situation. The response we receive will be taken into play as far as our next step goes. We will not stop here if nothing is done, and the company where we purchased our tickets from will also be notified.

You can contact us at the phone number or the address provided. We hope this matter will be given serious attention. Please note that with the state of our economy the way it is, one would think a company would be concerned with their reputation and ability to maintain customer care and retention. How sad it is that so many businesses operating under a model of integrity are failing while a company with such poor service and rude employees is still surviving. What a terrible shame.

American Airlines does not allow you to go through the security area until 3:30 am and then you can sit around and wait until something opens up so you can get a bite to eat or a drink of water. This has to go down in history as the worst travel experience ever. I have not traveled American Airlines in probably 10 years and I am glad that I have stayed away. It is not what I remembered. This was at one time a premier airline. I am sorry to report to the American public that this is probably the worst airline I have traveled. The planes are uncomfortable, dirty and the staff is downright uncaring and rude. Recommendation, stay away from American Airlines. I will never travel American Airlines again and I hope other travelers beware!

Being that I had been at LaGuardia for a few hours (2pm, it was now 5pm.), I went to the airport pub for a beer. After checking the flight status on an hourly basis, I returned to the gate around 9pm to find my flight now boarding. The stewardess told me to grab my stuff and pointed to the gate. That was until James asked me where I was going and held me from boarding. James later told me to sit down outside the gate, and he went as far as to guide me by grabbing my arm over to the seat he had in mind. I told James that I'd prefer to stand when we reached the seat he had asked me to sit in.

By no means during any of this exercise did he tell me what was going on, as I tried time and again to tell him this was my flight and attempted to find out what had upset this guy. He didn't speak to me until the gate had closed, and it was here that James told me I was a hazard to the passengers because I had been drinking and that I would not be flying until the morning. If I had 4 beers over the course of the 8-hour period I spent at LGA that day, it would be a lot. I asked James if I could see the supervisor, and he smirked, looked at me, and said, "I'm it." It wasn't until I explained to him that he had discriminated against me did he offer to reissue me a seat for the morning.

I believe he was put next to me because I was unaware of the altercation because I had been sleeping. I feel this was a poor decision as there were men also he could have been placed next to. I wonder if at any time I could have been violated by this individual. Thank you.

At around 10:30, another announcement stated that the repair failed and we would have to wait for a new windshield to be installed. Now, my traveling partner and I were concerned that we would miss our connecting flight (which we did, plus two others before the day was over). Realizing we would be here for lunch, we went in search of food. Very expensive food was all that was available. At around 1:30, the airline representative announced that food vouchers would be distributed, not a good sign for someone wanting to fly back to the US.

By this time, the airline representatives were no longer speaking with passengers nor giving out any further information. At around 4:30 p.m, when another American flight was boarding for Miami (also our destination), they announced that we, too, would be boarding our flight and going home. We boarded finally and flew to Miami after the later flight had boarded and left. Once in Miami, we had to gather our bags, try to make connections at ticketing, and then make certain our bags got on the right plane to get home, 19 hours after arriving at the airport in Punta Cana for what should have been a 3.5 hour flight total.

We arrived in Tampa to retrieve our car and then drive 45 minutes home. How can it happen that a flight that is 2 hours from a major American Airline hub, cannot be replaced by a different plane or at least a new windshield in a faster amount of time than the over 8 hours it took? Why does American Airlines continue to not address people, facts, and circumstances as they occur in a straightforward manner instead of hiding behind a desk? I wonder!

By that time, we got to LAX and found that our luggage was locked up. I was told that nobody had notified them or anyone that we were on this flight so we could get our luggage. I was informed that I was not going to be able to get the luggage until 4:30 am which was ** because of the mix up with Las Vegas and US Airways who were supposed to let them know we were coming in. There was not just us five, there were two more people who missed the same flight.

I believe that US airways was at fault for the way they handle things from when I first called them to being put on a different flight and not notifying anybody that we were shuttling to LAX. Finally, at around 1:00 am, a supervisor came and unlocked the locked baggage so we could get our luggage. This is not the first time US Airways had screwed up with our flights. I think there should be some compensation for me and my family.

In addition, I am deeply disappointed with the customer service I received from US Airways. At every stage of the itinerary, from check-in to final arrival, customer service ranged from complete indifference to downright rudeness. On the return segment of the itinerary, the flight from Lisbon to Philadelphia was delayed three hours, resulting in a missed connection to Milwaukee and necessitating arrival into Chicago. Concerned about missing my connecting flight to Milwaukee and having had a similar negative experience with your airline five years ago, I requested assistance from gate agents in Lisbon, attendants on the flight and gate agents in Philadelphia. U.S. Airways agents at every stage, from pre-departure in Lisbon to arrival in Philadelphia, refused to consider calling ahead to the connecting flight (which in my experience other airlines are more than happy to do), re-booking a different flight to MKE, or alerting the party who was to meet me at the MKE airport. Instead, I was told you can make it if you hurry and other statements to this effect.

Upon check-in at the U.S. Airways desk in Philadelphia following customs, baggage claim, and another security check-in, I again requested that the ticket agent call to inform my connecting flight that I was checking in and only minutes away. Here is what I was told: “You better run.” Despite literally sprinting through the Philadelphia airport, I was four minutes late in making the connecting flight and was told by maintenance staff at the gate that the flight had actually left early! After considerable trouble and frustration, I was able to locate an agent who re-booked me into a flight to Chicago, which necessitated additional arrangements and expense for transportation to Milwaukee, which is my original destination city. As an experienced traveler, I understand that there are inevitable and unavoidable delays that are simply part of airline travel. What I don’t understand, however, is the complete and utter lack of concern on the part of U.S. Airways’ personnel. This lack of assistance resulted for me in considerable additional expense and time lost.

When I went back to Jamaica, they told me American Airlines should have paid me back for the suitcase and also that when I reached my final destination, that's when I should have gotten my money and my final destination was the United Kingdom and I still haven't received that money. Now, I would like to know when or where should I go to collect this money or could you send the money to my home address?

Add on top of that that even you do fly often with them (well over 100K miles a year as I do), they cannot even bother to respond to emails to the customer service department about issues. It has become a joke, and yet their CEO still gets his millions in salary. I guess American forgot it was us, the taxpayers and frequent flyers, who helped keep them afloat during the down days.

We finally pushed away from the gate, then we parked on the tarmac. The US Airways pilot announced after a short while that we would be taking off in approximately 25 minutes. 45 minutes later, he came back on and said it was going to be a bit longer. The weather in PHL was preventing us from taking off, as the PHL airport was closed. The pilot said they were aware that 16 of the 30 people on board were supposed to be catching connecting flights overseas from PHL and that they had a plan to put us all on a late flight to London if necessary and that they would get us to our final destinations from there.

After some more time, people started complaining, including small children, of needing to use a restroom. Finally, the flight attendant came on and asked for a show of hands of how many people had to use the restroom and said that we could return to the gate if needed. At least half the passengers raised their hands. US Airways pilots made the decision to return to the gate with the understanding that we could leave our carry-on bags on the plane and return after using the restrooms in the airport.

Once we returned to the gate and returned from the restroom visit, US Airways announced the flight had been cancelled due to weather in PHL. US Airways then insisted they weren't responsible for our expenses of staying in Toronto because the weather was out of their control. At the gate ticket counter for re-booking, we were told by US Airways that there were no other places they could send us, as it was too late to get to our final destination of Shannon. I asked about being sent to Chicago, Detroit, or anywhere else, but US Airways reps insisted it was too late in the day for us to catch any other outbound flight overseas no matter where they would try to send us.

We were booked on another US Airways flight to PHL the next day then from PHL to Dublin, because US Airways did not fly to Shannon on that day of the week. Dublin is a 3-hour drive from where we were to stay in Ireland. Our other choice was to fly to PHL, then to Paris, then to Shannon, which would have made us get into Shannon even later than if we went straight to Dublin then drove.

Once we got a hotel in the airport in Toronto, I got on the internet to research flight traffic to PHL. Guess what? Flights were landing in PHL from YYZ, from everywhere else, and even US Airways flights were landing there from other destinations. Armed with this information, I called US Airways reservations and spent 3 hours on the phone getting them to put me on other airlines so we could be flown directly to Shannon. They booked us on Air Canada from YYZ to Boston then Aer Lingus to Shannon from there.

When we arrived in Boston at the Aer Lingus baggage check (Air Canada no longer had any agreements with them, so they would not check our bags all the way through to Shannon), we were advised Aer Lingus had a different baggage policy than US Airways' international policy and that we would be required to pay $100 extra to get our additional bags on board. I asked for an exception, as we were originally booked on the US Airways flight; but they declined, saying they should have told us about the policy difference at the time of booking, allowing us to decide if we wanted to accept those conditions for flying them or not.

I again called US Airways and asked for some compensation, be it reimbursement or an upgrade to 1st class on our return flight from Shannon; and they refused, saying that I could file a complaint with them but that they would not do so over the phone. To top it all off, when we returned home to Tampa, only 3 of our 4 bags made it and US Airways had to deliver the other bag late the next day.

One customer began complaining into her cell phone. AA's response was to send a menacing male flight attendant back to intimidate her and threaten her with a return to the terminal, a wildly disproportionate response given what the airline had put us through. I guess we've all become accepting of airline indifference, but this is the first episode of overt hostility I've witnessed from them, or at least from AA. Add me to the list of people who will never spend another dollar with these guys.

Upon arriving at the airport today, at 5:30 am, we were informed that it was $100 each way and that the $100 for the first part to TX had not been paid. Without a receipt, we were forced to pay the extra $200 as we were anxious to get out daughter on the flight. The check-in staff were arrogant and not helpful in the least to our concern over the misunderstanding. But whatever, we paid and proceeded through security which was a mess and made it to the gate just as the gate attendant came through the skywalk and closed the door.

We explained that we were tied up at the check in desk and security and that the electronic board indicated "Boarding" was still in progress. He said in no uncertain terms that "not through my door" will we go and that we "should have been there at 4:30" like he had been! While trying to plead with him to let our daughter on as he had just walked through the door, we heard a radio transmission from the flight attendants say that they were waiting for the unaccompanied minor, our daughter. He promptly told them that she was not getting on the plane! Things were becoming heated and he used a swear word and it was repeated back. Then, he threatened to call security. We had to go back to the check-in counter with a distraught 14-year old and see when the next flight was available.

By then, a supervisor was there and she was even less helpful than the first and more disagreeable. I was not allowed to speak as she held her hand up in front of my face and made it clear she was not listening. The next flight was standby and the one after that was at 6:15. We live an hour from the airport and to remain on standby with no guarantee of a seat and with the next flight until 6:00 was not possible. We are selling our home and had a showing scheduled for the afternoon. We were informed it would now cost another $150 for a flight change. We saw no choice to be made and paid the money, booked the flight and drove back home, only to have one of us turn around in 6 hours to go back. Our daughter is currently in the air and should land shortly.

We travel for work and pleasure and have never had such a horrendous experience. The staff were all unsympathetic, rude, did not communicate details as requested, disrespectful, arrogant and completely lacked any desire to make the customer feel at least appreciated for basically giving them a job! Never, ever will we fly American Airlines and we will do our best to spread the word to all our family, friends, acquaintances, co-workers and anyone who cares to listen that there are better airlines who won't take such pleasure in screwing the customer.

When I finally reached the ticketing counter, the plane had already departed and the lady told me all the flights were fully booked and that the next flight available is August 4th (5 days layer!). I told her I was willing to pay extra charge. And guess what happened? She can give me a flight the following day if I pay $409.10! This is my vacation in the Bahamas! I have already scheduled everything so I do not have a choice but to pay the extra charge.

I felt ripped by this airline! This extra rebooking fee should've been avoided had they offered me a stand by option or had they accommodated me to make it on my original departure. I think they did this on purpose and sold my seat so they can get extra fee from me! This is so unfair!

I paid for a service on a specific day for a reason. I was unable to pick him up from the airport today. I am going to have to pay for cab fare again to drive him an hour away to my home. A $90 trip is becoming hugely expensive. For this price, I could have flown him on another airline first class. Business is about ethics and ethical practices, and I feel like I was treated unethically. No sympathy was ever expressed by anyone over the phone or in person. I am now very unhappy and will never use US Airways, and I will make it a point to tell everyone in my networks online and in person to spend the extra money to avoid US Airways.

If I was able to get someone who was seriously trying to help me, this would be a different story. Even if I had to spend more money, I wouldn't be this upset. I feel like a number and not a person. I hope there is an airline out there that can treat me like a human being and not a number. I hope I can save someone some unneeded emotional distress.

The very last thing I did not want to do was to book my flight using Dividend Miles and then return to the website to find there were no more seats for my wife's ticket. Conversely, I did not want to pay for my wife's ticket and then return to the website to find there were no seats available using my Dividend Miles. Ultimately, my primary objective was to book myself and my wife on the same flights to and from DFW as this was a vacation.

Our flight on July 16 from PHL to DFW was excellent. However, on the morning of July 19, I attempted to check-in online for our return to PHL but no record of my reservation appeared. Upon calling customer service, I was told that the reason I could not find my reservation is that I was booked on an earlier morning flight from DFW and that the flight had already left DFW for PHL.

I said to the customer service person that I booked flight 1274, not the flight she had in her information. As I spoke with her and checked my inbox on my laptop, I did not find a confirmation notice for the flight on or anytime after the date I originally booked my flight. However, I did find the confirmation for my wife's ticket which corresponded to the flight I had scheduled.

Ultimately, I was told that "I" booked the incorrect flight. I do not believe that was the case. I would have never booked a different flight requiring we fly separately just to wait 6 hours at the airport for my wife's arrival in PHL. We live over an hour from PHL airport. In the process of getting another flight home, I was charged $150 for a flight change that was not my error, however, at the time, I had no other options in order to get on the same flight as my wife. At the conclusion of my call with the US Air customer service person, I requested the original confirmation that I was told was sent to me on May 28th but it would be 24-48 hours before I would receive it. It has been over 48 hours since requesting the original confirmation and I have yet to receive it.

Again, I would never have booked 2 different return flights a few hours apart for my wife and myself, not only because of the necessity to wait at the airport, since we live a distance and especially since the reason for my booking this through one of your customer service agents was to insure the availability of two seats for my wife and myself on the same flight. Also, the express purpose of originally speaking with a US customer service agent was that the US Air website did not have the functionality to book the flights in the manner I needed based on using Dividend Miles and direct pay. The customer service agent understood this and there should have been no reason to book our tickets on different flights.

Your attention in this matter would be greatly appreciated so please contact me at your earliest. I can provide you with greater detail and answer any questions you may have that I did not address in this letter.

By 2am, the belt stopped turning with approximately 40-50 people waiting for luggage (including my husband and myself), hearing the announcement "If you have not received your luggage, please file a claim with Baggage Services." At this point we are tired and walked on over to where this mob was and they offered a page to fill out or advise to call. My husband asked, which was the better option and why did this occur? The AA rep at JFK simply responded curtly, "Whichever and sir this happens all the time from the flight from MIA." This was only the beginning.

After some sleep, we called later on Tuesday morning all the way into Wednesday with calls for updates. In calling, there was one AA rep (male, Hispanic (?), had an accent) who was fiercely rude and indicated not to interrupt him when he was speaking. All the while, I was asking a simple question if baggage was actually checked under my husband’s name or my own (because each time I called the story was different). He placed me on perpetual hold to I guess teach me a lesson? He never got back on the line and hung up on me. Finally, after another call placed to AA, one rep informed me that the baggage was scanned in MIA to board on FLT 1510 to JFK and should arrive approximately 2:30pm (FLT was delayed and arrived 3:04pm, which was okay, right?). And stated after 90 minutes of clearance, they should be able to start delivery of any lost luggage if a report was placed.

After calling for follow up several times, by this time it was already 9pm on Tuesday evening, the AA phone reps said my luggage should've been on this flight. However, they were not sure of baggage arrival because JFK has never updated their data. Into Wednesday, and JFK still did not update their data, so I was wondering if they ever even got it. I called again, same info, nothing new but still asking as if to reassure me that I would like delivery of my luggage. Of course! But at this point, I was wondering what the heck is the number to JFK AA department. The AA could not provide me with this information. I asked if there’s a place I can go over at JFK to find out. The AA phone rep finally told me on Wednesday evening, “You can go to the airport yourself and check it out by the carousel #7-8,” where we went to pick up the last time. Ugh!

By Thursday morning, before going to work (so early in the morning!), I parked my car (so now I have to pay for parking for their errors) and check in their lockers. The security guard at this carousel couldn't have cared less and almost told me that flight never arrived. I had to indicate to him about the delayed luggage and it definitely had to be in there. He finally gave way and took me into a few rooms before I got into the last room where my luggage was. The security guy was on the phone. I asked him, "Do I have to sign off on anything?" But didn't respond. He was still on his cell phone. I had to ask again, in which he waved to go, I was free to leave. I asked if I had to sign anything. He just waved. No ID, no boarding pass to double check I was trying to pick up luggage.

So this is security? If this is the case, anyone who now knows this can walk right in and pick up different luggage. Mind you, all the while since the day before (Tuesday-Wednesday), JFK's AA baggage department never updated their system to advise or scan all the delayed luggage that had arrived (or at least my own)! So AA phone reps never understood where the heck my luggage was but believed it to be safe. I will never fly AA again! For the lack of better wording, AA sucks!

I had friends that were supposed to join us who had booked through other airlines, and each of these airlines were completely fine with their cancellations, but US Airways had no concern about my issue. Basically, don't fly them, they will take your money and run (and laugh all the way to the bank, I might add)!

Consequences: lost over 24 hours of my vacation time in Aruba and had to pay for the Hyatt Regency in Aruba even when I wasn't there or lose my room altogether.

We flew on Friday, June 26th from Philadelphia to Cleveland and met several challenges with US Airways but had a nice flight even though we sat on the runway for a long time. I am not exactly sure how long it was but I know it was at least an hour and in the eyes of a two year old, that is a long time. We were number 45 to take off. My son was well behaved. In fact, the flight attendants on that flight and the passengers surrounding us applauded my successful efforts in maintaining my son's attention and interest as we waited patiently to take off. He started to cry just prior to taking off and as soon as the plane started to move, my son calmed right down and actually fell asleep. He slept the entire flight and didn’t awake until we landed. At that time, he continued to remain calm and quite.

Sadly, my experience on June 28th, 2009 was not the same as our previous flights with US Airways. We boarded flight #3109 approximately half hour prior to departure. At the entrance of the plane, I lifted my son out of his stroller, folded the stroller to be gate checked, gathered all of our belongings and we boarded the plane. My son was fussing but nothing out of control. We move into our seats and my son started crying. All the passengers boarding the plane were trying to be helpful in getting my son to quite down. I asked one flight attendant if he could sit on my lap for takeoff and she asked his age. I said he just turned two and was told that he had to have his own seat and be buckled in due to FAA regulations.

At this point, my sons crying did escalate because he wanted to sit on my lap. However, with assistance from the passengers in front and behind us, I was able to get him into his seat belted in. As my husband was not traveling with us, I decided to not struggle with his car seat. Instead, we purchased CARES which is a harness type Aviation Child Safety Device that is certified by the Federal Aviation Administration as an alternative to a car seat. My son was strapped in his seat crying.

As I and those around us attempted to help calm my son down, I was approached by three different US Airways flight attendants advising that I needed to have my son stop crying. The fourth notice was from a gentleman. He did not identify himself but was either the captain or the pilot. He pointed to his watch and said I had 8 minutes to get my son to stop crying and that he was going to go back up front for 5 minutes but would be back if the crying continued. The same man returned and I was advised that I had three minutes to decide to either get off the plane with my son or security would be called and we would be removed from the plane. It was at that point I unbuckled my son, gathered our belongings (again with the help of the passengers, not the flight attendants or US Air employees) and started to exit the plane.

Prior to stepping off the plane, I asked for our stroller to be returned. I initially received the response that wasn’t going to be possible and that our all of items would be in Philadelphia. I stopped walking and looked at the flight attendant and advised her that I must have the stroller which I know is accessible because I gate checked it and that her answer was not acceptable. She did not respond and walked away and I stood there. A few moments later, a gentleman from the ground brought up my stroller that I had gate checked, opened it for me and held the bag I was carrying while I sat my son in the stroller. I would like to note that this is the only help I received from an airport employee through this whole ordeal.

Once my son and I reached the waiting area of the gate, another US Airways employee yells over to us asking what we want to do. As I continue to walk towards her, I am told that we would have to fly standby for the 6:30 flight and that a seat assignment wouldn’t be able to be assigned until it was known we would be able to board the flight. In the event we didn’t get on that flight, (per the flight attendant wasn’t going to be likely) we would be able to get one the next day and that in these types of cases, they like the toddlers to wait 24 hours before getting on another flight.

In a rough and aggravated tone, the desk attendant asks what I wanted to do. When I stated what I wanted, she said that isn’t going to happen, cancelled out our tickets and walked away from the counter. I was taken aback by the poor English this US Airways employee chose to use. My experience with this airline has always been that the flight attendants used proper English when speaking to customers and presented a more educational front. I stood there for a moment to gather my things and thoughts before proceeding through the airport.

The US Airways desk attendant did not return to the desk. I was left to my own resources as the employees of US Airways provided no assistance in providing me with another ticket for a flight the same or following day, arranging other transportation or accommodations for my son and me until we were able to get on a flight. The flight attendants and pilot did not allow for enough time to give me an opportunity to calm my son down prior to taking off. Their customer service skills were something to be desired. Each US Airways employee that we encountered through this ordeal was ignorant and clearly needs to be trained in how to deal with a child of this age as well as customer service.

I also understand that US Airways needs to follow Federal Aviation Administration rules that children age 2 and above must have their own seat and be wearing a seat belt upon take off. As I previously explained, my son was in his own seat, buckled in, and crying. I do not deny that he wasn’t crying. I also believe that if we were on the plane as soon as it started to move, he would have calmed right down and been fine. I would like to know where does it say in the FAA rules or US Air Carriage rules that a child is not permitted to be crying prior to or during takeoff? Additionally, I was not given the time to hold him, console him or anything yet it is my understanding this flight landed in Philadelphia ahead of schedule.

Additionally, how do I know that our removal from this flight was not discriminatory? We are a mixed race family. My son Jacob is bi-racial and although it shouldn’t have had any bearing on decisions this flight crew made, I believe it did. There were other children on the flight. All were buckled in their seats. Some were crying, some kicking the seats in front of them and some talking nonstop, yet they weren’t removed from the flight and we were. Can you explain why?

At 8:45 pm, after more than 3 hours of delay, we were allowed off the aircraft, and were told by the gate agent that departure was now estimated to occur at 10:15 pm. At 9:45 pm, a gate agent announced that a replacement part for the leaking fluid had not yet been located. At 10:10 pm, the gate agent announced that the repair was now expected to be completed at 11:30 pm, but then would have to be tested prior to departure before a new estimate for departure could be given. At 11:15 pm, we re-boarded the aircraft. At 11:50 pm, the Captain announced that he was now waiting for catering to re-provision the aircraft. The only provisions that had been used as far as I could see were the "water" that had been handed out over 3 hours earlier. At 12:05 am (midnight), the flight attendant announced that due to the delay, the flight crew had "gone illegal," and that we were now waiting for a new crew to arrive. At 12:25 am, the flight pushed away from the gate, 6 hours and 10 minutes late with no apology or other comments from the crew.

The delayed departure from Philadelphia resulted in our missing a train from Zurich to Salzburg, Austria. The train would have given us a much anticipated afternoon trip through the Swiss Alps into the Austrian Alps to Salzburg. Instead we were forced to take a night train that arrived in Salzburg at 11:30 pm.

My wife became seriously ill after 1 day in Salzburg. After seeing a local doctor, I decided that it would be best to cancel the remainder of our vacation and return home as quickly as possible. When I purchased the tickets for this trip, I was offered travel insurance, and for some reason I decided to go ahead and buy it. Now, I assumed that I would be covered for the losses that we would incur. I would find that this was not completely true.

I called US Airways from my hotel in Salzburg to reschedule our return flights. I was told that I would have to pay a $250 ticket change penalty and I agreed to pay the penalty and my credit card was charged appropriately. Our return flights were booked in first class, however, I was told that only the flight from Zurich to Philadelphia was available in first class. I again accepted this and requested that I be refunded the difference as I had purchased the travel insurance. I was told that US Airways does not deal with cancellation/trip interruption insurance and that I would have to file a claim for any reimbursements from the insurance carrier upon my return to the US.

I agreed and asked to be given my seat assignments, at which time I was put on hold for over 20 minutes. I hung up the call and called back, and I was told that that the agent was "still working" on my reservation, and that if I would leave a number where I could be reached, someone from US Airways would call me back. I gave them my international Vodafone cell phone number, and was told by the agent that the number was invalid. The agent suggested that I call back in 1 hour. I asked, "Really, 1 hour for seat assignments? That should take a few minutes at most." The agent suggested that there may have been a problem with the new fare on the ticket. I said that I have already agreed to pay the $250 ticket change penalty, and asked what further problems could there be. She declined to comment further and suggested that I call back later. I did call back, however, the original agent was no longer on duty and the ticket reissue desk was also now closed for the evening. I was told that I should now call back in the morning when the reservation office re-opened at 7:00 am. At the end of this day I still have no seat assignment, nor have I been advised of any additional money that I would owe. This was after 4 separate phone calls.

At 7:00 am the following day, I called US Airways only to receive a recorded message that the office was closed until 8:00 am. At 8:00 am, I called again and I was told that if we wanted to fly first class, we would have to pay an additional $1,500 per ticket. This was another penalty, for the option of flying first class for the Zurich to Philadelphia portion only, since the Philadelphia to Phoenix portion was only available in coach class. I explained that I already had purchased first class tickets for the entire return flight and that I had prepaid travel insurance that should cover any additional fees or penalties. This made no difference to the US Airways agent. I declined to pay the $3,000 additional penalty and said just give coach seat assignments on all the return flights. Again, I was put on hold for an extended period of time and I hung up.

We checked out of the hotel, and boarded the train from Salzburg to Zurich. I called US Airways while on the train to inquire about my seat assignments. After over 24 hours since my first call to change the reservations, I was finally given new seat assignments, all in coach, most in middle seats and not seated together. During this 24 hour telethon, not once was I offered any understanding or empathy, instead a "take it or leave it" attitude.

The only US Airways flight from Zurich leaves in the morning, so we stayed at a Zurich hotel for the night. We boarded the return flight from Zurich to Philadelphia. We arrived 45 minutes late in Philadelphia with no explanation as to the reason for the delay, and no apology given. We had only carry-on luggage so we were quick to proceed through US customs. As it was, we only made it to our connecting flight with 10 minutes to spare. After we boarded the flight, we taxied to the runway and were held there for over 45 minutes for weather reasons. I asked the flight attendant if she could have Phoenix notified of our late arrival and confirm that our connection to Flagstaff would be honored. She said she would not be able to do what I had requested, but she assured me that the Phoenix agents were aware of our late arrival and connection situation.

My wife and I hustled as best we could from the arrival gate over to the connecting departure gate and made it with 10 minutes to spare only to see our Flagstaff flight pushing away from the gate. The gate agent said that he was aware of our connecting reservation, but since he assumed that we would not be able to make the connection, he had given our seats away and allowed the flight to depart 10 minutes prior to its scheduled departure time. He said there was nothing more that he could do for us, and that we now had to go to the customer service desk to be further assisted.

Again, with no apologies from any US Airways agents, we now were dealing with the "customer service desk". This agent, after seeming to be confused as to our reservation, finally printed out our boarding passes for the last flight of the day from Phoenix to Flagstaff. He literally threw the boarding passes at me as he ran out the door to the ramp area, telling the other 2 agents that he had to park an arriving airplane. I asked the other 2 agents "are we done, here?" Neither one of them acknowledged my question. I asked for the address to write to US Airways and file a complaint. They laughed at me and said, "Everyone knows that the address is on your boarding pass."

This was undoubtedly the worst customer service that I have ever been subjected to. I am a former airline employee of one of the major carriers, and I know what should be expected by the paying traveler. My experience with US Airways has left me almost speechless, save for these words that I am confident will fall on deaf ears. If the staff at US Airways actually received even the rudimentary levels of training in customer service, it was less than evident to this traveler, who will gladly choose any other air carrier in the future.

I have over $3,300 of losses incurred from this trip. I have filed for reimbursement from the travel insurance company, but have only been reimbursed for about 1/2 of my lost expense. I continue to correspond with the insurance carrier in hope of further reimbursements or any explanation as to why parts of my claim were rejected. No refunds have been received from US Airways, although our complaint letter to the corporate office did generate a couple of limited travel vouchers, which I do not plan on using, because I will not fly US Airways again.

I immediately called Travelocity. They informed me that they were well aware of the situation in Mexico and would refund the total amount of my reservation, except for the $300 penalty from the airline and that I would have to dispute the fee with the airline. I called American Airlines (AA). A customer service representative said that I can contact customer relations and explain the situation and it will most likely be resolved in my favor. I was told from AA that either one of the possibilities is that either I would get a full refund, or that the airlines will issue the credit in a form of a voucher that I can later use for another trip.

Due to the consistent news about the situation in Mexico, I got very scared so I decided to cancel my trip to Mexico and to just book my trip somewhere else. Travelocity only reimbursed $1,495.98. There is a $25 booking fee missing and $300 penalty fee form the airline. I just ask that American Airlines’ customer relations to consider the fact that it was not safe to be in Mexico at that time, and the trip was only cancelled due to the scare on the news and all the killings and kidnappings that was occurring at the time. I just want my account to be credited back $300. For any further questions, please contact Fernando ** at ** since I will be away up on until Aug 18, 2009. Thank you in advanced for your help.

My boyfriend and I had placed a budget aside for this trip and now the airline does not want to understand the situation that was going on in Mexico. I also spoke with other people that either work for American Airlines or that had situations with the airline and they all said that I was getting charged a very large penalty. This is an unfair situation and we did not cause for this to happen.

After waiting for over 30 minutes for the manager to arrive, we again approached the gate crew and were told they had forgotten about us and the manager had been there for approximately 10 minutes already as we watched her arrive. Our flight was then canceled and we were ultimately placed on a flight to Phoenix and weren't even allowed to sit next to each other as nobody wanted to switch to either of the middle seats we had been given, where we had to transfer to a flight to Vegas with only 5 minutes to spare. As were were running to our gate, my fiance twisted his ankle which slowed him down considerably and when I approached the gate, which had just called for final boarding, I explained the situation and told them he was approximately 3 minutes behind me and was told they would only wait for 2.

Fortunately, he arrived in time and we arrived to Las Vegas 1 1/2 hours after our wedding was scheduled. In an effort to gain some compensation for our emotional and financial damages, we have been offered two $75 vouchers for future flights. Are you kidding? Had US Airways "Text US" system been accurate, we could have made alternate arrangements. Even the departure board at the airport listed that flight as being "on-time", even after the flight had been scheduled to leave. Had a manager gotten there a little sooner and not forgotten about us, we could have possibly boarded a Southwest flight which would have gotten us there in time. Had US Airways lived up to their Customer Service Policy as is stated on their website, they could have perhaps gotten us to our wedding in time. US Airways is solely responsible for ruining my wedding and they think $150 is adequate compensation. I think not!

Consequences were, baggage lost, (physical) unnecessary tension and travelling sickness due to prolonged journey, which was supposed to be for 15 hours but instead, it took me 48 hours due to American Airlines’ delay from JFK. (Economics) If baggage are not found, the loss of $5,000.00.

I called back the next day to confirm and was asked for my credit card number. I was then told that they were going to charge me $844.17 plus $35.00 for making the reservation on the phone. I told them that I didn't feel that I should have to pay that as I was not quoted that price. I was told that they had to charge me it anyway or I could go online and book it myself and save the $35.00. While I had them on the phone, I looked up the flight online to find that the price had gone up to $906.00. If they had told me that the day before, I could have saved the $35. But due to their incompetence, I was forced to pay the $35.00 for the phone reservation or pay an additional $62.00 for online reservation. I was forced to pay more than quoted. Talk about between a rock and a hard place.

6/27 SJO/Mia AA 988 - "Your flight delayed for one hour 20 minutes. You’re not booked on your scheduled flight (AA 2574). You now depart with AA n1942 for Atlanta at 10:15." Although, I spoke politely in Spanish. I was offered no explanation.

After almost a 2 hour delay, I departed. Upon landing in Miami, landing was aborted. An aircraft completed to go around and setup to land again. No assistance at all due to missing original connection. Many on this flight missed connecting international flights. Upon landing in Miami, plane aborted landing and completed a go around. "Sorry folks, another plane with emergency was given priority."

I boarded AA 1942 at 10:25 to later be informed, "Sorry folks, but the 1st Officer has not cleared Customs from Mexico City yet." We did not board until after midnight. Plane did not depart until around 12:20! I couldn't even buy a snack of the plane. Areas in concourse were closed! Upon short final, plane had to abort and complete a go around. No explanation. Was he ever given clearance to land? Luggage claim took over an hour to complete. We left airport at 2:15 am! I have never experienced such poor service in all my 32 years of flying!

When using these passes, you are required to fly via "stand-by". For those that don't know, flying stand-by means if the flight is undersold, you have a seat; but if the flight is sold out, you have to wait to see if there are any last minute cancellations, no-shows or last minute changes to fly 1st class. You may or may not get out on the earliest flight. Also, you are prioritized as to the "level of employee" and/or "level of importance" of your need for a flight. So, it's June 24th, I'm flying on an employee pass and my flight that is leaving at 5:30 p.m. is sold out and everyone that bought a ticket has showed up and boarded. That means that I have to wait for the next available flight. So a U.S. Airways desk attendant printed me a new boarding pass - a 7:30 a.m. flight. Since I did not drive to the airport, I spent the night at the terminal. I spent more than 16 hours at the terminal. If I didn't make the 7:30 am, I'd have to wait for the 2:15 pm flight and take my chances again as was stated by the attendant.

Long story short, the next morning, I didn't get "chosen" for the first flight out. Now, there were 4 people, including myself, that would need yet tickets printed for the next possible flight out. The first of the 2 U.S. Airways employees came up to the gate counter and started working on a computer. A man in line in front asked if he could get his tickets changed for the next flight and was told, "Please wait a minute.” When that minute passed, he grabbed all of his things and told the man, “The other employee would be right up to take care of our tickets in just a moment. I have to rush down to another gate to prep a flight for Charlotte." He then walked off down the corridor.

Six minutes passed by and the other employee came up and immediately started typing on a computer. The man asked again if he could give him the next available flight info and change his tickets to such. The employee responded, "I can't help you, sir. I've got to get down to another gate to prep a flight for Charlotte. You will all need to go back out through security to the front ticket desks. They will help you there." The man said, "But the other guy said you would help us.” “I'm sorry, sir, the front desk will take care of everything you need. I've got to get down to help with the Charlotte flight.”

Those of us that didn't make the flight go back out through security. I'm the first one there and I walked up the line marked for ticket changes and I'm asked if I could be helped. I tell them that I was flying on an employee guest pass and wasn't able to get on the 7:30 flight and needed my ticket changed to try and catch the 2:15 if space is available. The response I get from the lady is: "Sir, the flight is sold out. You won't be able to get to Las Vegas on that flight." "I know the flight is sold out, but I need the ticket changed for just in case I am able to get on that flight, or if not, the next flight after that one." What she told me next I couldn't believe she said! "Sir, all the flights to Las Vegas for today are all sold out. You won't be making any flights out today at all."

I explained to her that luggage was already in Las Vegas and asked what she meant by saying I wouldn't be able to make any flight out. I also explained to her that I had spent the whole night at the terminal waiting for the morning flight having not been able to make the flight the night before. I asked again, "Can you at least change the ticket for me?" "No sir, I'm sorry." "So, waiting for over 16 hours, over night here at the terminal doesn't bump up my priority in any way? Can you do anything for me at all?" "I'm sorry Mr. **." "Then I would like to cancel this ticket and get my money back." "We can't do that for you here. You'll have to call the customer service number printed on the card there." "What about my luggage?" "Call the same number."

At 8:15 a.m. or so, I wound up taking a $40 cab ride to my home. When I got home, I called customer service and was given another number to call. After sifting through the automated portions for 10 minutes, I finally get a human being on the phone. I explained everything and the person proceeds to recite the "Employee Pass Policy", which most of I was aware of. Then, while she is typing and canceling my "reservation", she tells me, "You know that you're still scheduled for the 2:15 p.m. flight to Las Vegas? When you don't make the first flight, the computers automatically switch you to the next available flight."

I responded and asked her why their people at the airport did not want to go ahead and print me out a new ticket so that I would be allowed to go back through security and try to catch that flight. Why did their people at the airport tell me that I would not be able to make any flight out and refuse to help me? She said, "Well, it's only 1:15 p.m. there now; you may still be able to try." Yes, I would be able to get there, but not after canceling my pet watching services and picking them up on the way back home. If your people had done what they were supposed to do, I wouldn't be talking to you on the phone right now. I wouldn't have left and I'd possibly - maybe - be on a nice vacation. Your people screwed that up.

The customer service representative then suggested that I file a complaint online (which I did while on the phone with her before her suggestion) and asked for my email address so that the complaint would get a faster response. Here's the obviously generic response which didn't explain any questions I posed in the complaint: “Thank you for contacting Customer Relations concerning your recent travel experience. Our records indicate that a refund has been requested for your ticket. For clarification on rules and regulations concerning Non-Revenue Travel, please contact the employee who gave you the Guest Pass. Thank you for choosing US Airways.”

The family and I both arrived at the counter at the same time (they were being helped at the same time with an agent right next to me). The person at the counter who was helping me told me that I couldn't get on the flight. When I asked why, he said that I was late! I told him I arrived 2 hours ago and that the line wasn't moving because all the agents were helping at the computerized self check-in (which I couldn't do because of my cat).

He again said it was my fault and that I should have let someone know when I was in line. I told him that I had. He kept telling me it was my fault and that I couldn't get on the plane. I pleaded with him and told him I was on medication and that I needed to arrive to my destination on time, that my cat was in bad health and could not miss the flight. He told me that I should have come earlier and then told me that they only had 3 agents at the counter because of layoffs, etc. I was so upset! This was not my fault! He then told me that I would have to get on a flight 3 hours later and pay 50 dollars! The worst part of this is that the family next to me had a nice agent and got on the plane without a problem.

We were at the counter at the same time! I was furious. I never yelled or was rude. In fact, I started tearing up because I was so frustrated. I then complained to someone working for AA at the airport and wrote 2 emails to AA (they have no number you can call) and they have denied any wrongdoing and gave various excuses. But the fact is that other people right next to me got on the plane and the person I talked to was rude and disrespectful. I received no apologies and no reimbursement. I asked for a phone call and received none! I am furious! Oh, and they lost my luggage!

The person at the counter, who was helping me, told me that I couldn't get on the flight. When I asked why, he said that I was late! I told him I arrived 2 hours ago and that the line wasn't moving because all the agents were helping at the computerized self check-in (which I couldn't do because of my cat). He again said it was my fault and that I should have let someone know when I was in line. I told him that I had. He kept telling me it was my fault and that I couldn't get on the plane.

I pleaded with him and told him I was on medication and that I needed to arrive to my destination on time and that my cat was in bad health and could not miss the flight. He told me that I should have come earlier and then told me that they only had 3 agents at the counter because of lay-offs, etc. I was so upset! This was not my fault! He then told me that I would have to get on a flight 3 hours later and pay $50!

The worst part of this is that the family next to me had a nice agent and got on the plane without a problem. We were at the counter at the same time! I was furious. I never yelled or was rude. In fact, I started tearing up because I was so frustrated. I then complained to someone working for AA at the airport and wrote 2 emails to AA (They have no number you can call.). They have denied any wrongdoing and gave various excuses. But the fact is that other people right next to me got on the plane, and the person I talked to was rude and disrespectful. I received no apologies and no reimbursement. I asked for a phone call and received none! I am furious!

On top of that, I couldn't cancel my hotel reservation because it was the day off. And I have reserved another personal shuttle to pick me up, which was an extra $100. Also, I took a day off from work just to deal with the frustrations that US Airways has caused me.

The worst part came when I called their Customer Service and explained to them my problem and the financial loss they have caused me. They told me they sent me an email in May telling me of the change. Looking through my email, I have no record of receiving it, only my original itinerary. But then I asked them why they didn't call me or make sure I knew of the changes. Is it really enough for them to just send out an email on such a big change for an international flight without making sure I knew what was happening with my flight? What they told me when I asked was the biggest shock of all: "Please email our customer relations about your complaint, and they will get back to you in 2 to 3 days."

I have the feeling I won't be compensated for my one-night lost hotel cost, my extra shuttle service, or the day I had to take off work for this vacation. What was supposed to be a 3-night celebration for my brother has now been partially ruined. So don't fly US Airways, because they are not a responsible airline.

I called today, June 24, to ask for a refund for the difference. I was very rudely told by a customer service rep that is was my fault for not operating the kiosk correctly and they would not refund any money. In addition, the airline ripped the zipper off the pocket of one of my husband's backs so it now flaps around and is useless. When we picked the bag up in NY, he attempted to make a claim with the US Airways baggage handling and they said that they take no responsibility for the damage. When my husband questioned what they do take responsibility for, the claims persons became very rude and sarcastic. I would like to be refunded the difference of the baggage fee for $80.00.

I went and stayed in a mid-rate hotel. The next morning, I catch my flight to New Hampshire. While this seems small, please understand I was flying out Thursday night for an important family event Friday afternoon. Due to charging $15 each way per checked bag, I opted to bring a change of clothes in a carry-on and freshen up Friday before the event. While I barely made the event on time, I had to wear the same clothes I had worn for two days, was unable to get a haircut or shave prior as planned, wrinkled clothing and just plain poor appearance. Absolutely embarrassing.

This Sunday morning, I made it to the airport before my flight starts boarding. It is a regional airport and I have no bags to check. Even though there was plenty of time to make it through security and to my gate before departure (15 minutes later I heard the final boarding call), the ticketing agent refused to help me. She called the gate and they said I could still come but when she printed my boarding pass, it failed. She said, "Well, I guess I'll book you another way." I said, "Please get me on this flight. I have plenty of time." She responded with, "My computer won't print. I'll just book you through two other connections and you'll arrive late tonight." I was supposed to arrive late morning. This is terrible customer service. I'm sitting in an airport now waiting four hours for the first of many flights to get me to point B, 10 hours later than planned.

I will never fly US Airways again and neither will my company. I'm in charge of ticket purchasing for over 3,000 tickets a year and I will not subject my coworkers or clients to this terrible service. One final note: When I called their toll free customer service about how put out I was, they told me, "Maybe next time, you'll buy the insurance." Unacceptable. I was embarrassed in front of family and friends. I had to purchase my own hotel room ($60) to catch next flight. I lost an entire day (Sunday) that caused me to cancel all of my plans and errands for the remainder of the day (now pushed off seven days due to work week).

I was on the phone with the 800 number for US Air and was hung up on 3 times. I was also told that there was "nothing they could do." I was just trying to get them to give the baby a seat, since they changed her flight and I paid for a non-stop flight. No one, and I mean, no one at US Air was helpful; and they were very rude as well as the baggage check-in personnel, too. They wouldn't speak to my daughter nor did they even bother to direct her to passenger services, so that she can try and get an extra seat for her child.

For US Air to do this to a young mother who has never flown with an infant and for US Air not to care one iota is complete baffling. I will not rest until I tell every person I know tell every person they know not to fly US Air ever. They are a horrible company that does not show any respect for their passengers and treats them like they don't matter.

They gave me two options: Cancel the flight altogether or deposit her in Brussels on her own. I told them it didn't make sense because my first option was to have them hand her over to a designated embassy official who would be there to receive her when she arrives. They said that they could not do that. I asked if it made sense to leave her on her own, as apposed to handing her over to the designated embassy person. They began to sight policy. So I said okay, knowing that the embassy person would be there. Then I asked how much would I be refunded, in order to purchase the new ticket that they said I would need to get her to her destination. They said a voucher of $190.90. I said, "What!". I asked how could they charge me almost the same price from Atlanta to Brussels as I paid for the ticket from Atlanta to Kinshasa.

I asked for the price of the ticket for the different legs of the flight. They refused to give me the information, saying it changes all of the time. I asked to speak to a higher manager, I was refused. I asked who I could call or write to, I was told they would have to call me. I told them that when I made the reservation with Travelocity, I was not told that my daughter could not fly as an unaccompanied minor. They said that was Travelocity's fault. They said to get her to Brussels, I would have to pay an additional $230: $200 for unaccompanied minor fees and $30 to reissue the tickets. My complaint is that Mr. Romone ** did nothing to assist me. He passed the blame on to others, who were clearly American Airlines agents. He made me pay extra monies that I could not afford. He stated and restated policy. There was no human connection and clearly, it would have been better and easier for them to hand her over to officials rather than leave her on her own.

I was upset by the cool lack of concern and the constant references to policy. He told me they never had a problem like mine before, but the airline could not be responsible. I don't understand still because even though the carrier to Kinshasa was Brussels Airlines, it is still listed under American's name. It is their partner. It doesn't leave one much confidence in American or their partner whom they seem not to trust. But worst of all was that they were willing to abandon my child in a foreign city, to keep the total cost of the ticket, without regard for how she might fair from the point where she would be dropped off until she returns with them 6 weeks later.

I think I should have been offered a refund on the price of the ticket from Brussels to Kinshasa and back. I think American personnel should, particularly management, should have better problem solving skills. I think that if a child has to pay an adult fare, that is saying the child has a certain level of maturity. A twelve year old is a child, but not like a five year old. Even though I paid the penalty, they were not with her all of the time. The economic and emotional damage it caused, as well as the jeopardy to my child's safety, was greater as it related to American's policy than it would have been had they just handed her over to the embassy authorities.

Fortunately, the embassy officials were able to assist my child. But I think American should answer for such a cruel, insensitive, lack of consideration for a passenger who paid them in good faith, who trusted them to stand behind their good name, and to deal with us human beings in a humane manner. People work hard to make money and to send a child on a trip like that and then just have someone take the money shamelessly for something that clearly was not my fault. If I had known, I would never have booked my daughter on that flight or I would have had time to make other arrangements.

I took the flight, which was only half full, and when I got to Charlotte, the US Airways reps there told me that I should have never been charged in an instance like that, that they have a "flat tire" rule for changes made due to unavoidable circumstances. They instructed me that I should contact customer relations online to correct the gross overcharge. When I contacted customer relations, they simply rambled off their small print policy script and refused to reverse a single dime of the fare. I can't believe that an airline can survive when instead of helping their customers who struggle through delays that are of no fault of their own, they rear back and slap them in the face as hard as they can.

The amazing thing is that I only had to make the arrangements particular to this trip because they refused to allow me change my plans only a day after having booked the travel! Their telephone rep told me I should look up "nonrefundable" in the dictionary. They cleaned out my wallet for a half empty Sunday morning Paris to Charlotte flight. They always have a way of justifying this by their fine print policies and procedures, but that does not make it right. I wonder how much they net each year by closing gates artificially early and then overcharging their customers for changes?

This negligence on behalf of the airline had several documented consequences. First and most importantly, I am now missing my cousin's wedding scheduled for the evening of June 19th. Second, we had paid for six nights at a hotel in Ixtapa valued at $1,092.54. Third, I am scheduled for vacation from June 17th to June 23rd and my company has already hired temporary staffing to fill my place.

Given that our original flight was scheduled to leave on the 17th and the irreplaceable nature of the wedding, I found it extremely urgent to resolve this matter right away. I spent approximately one and a half hours on the phone with US Airways supervisor Derek. He offered no apology, no additional compensation other than a refund for the flight, and indicated that the only possible way for me to resolve my complaint was through e-mail.

The documented personal cost to myself and Hayley is thousands of dollars. Upon sending an e-mail explaining my circumstances, I received a pre-scripted response calling the circumstance "commonplace.” Every other airline in existence offers free round trip vouchers for the inconvenience of bumping a passenger on their connecting flight and delaying them an hour. My destroyed vacation, missed family event, thousands of wasted dollars and hours of wasted time, however, are "commonplace" for US Airways and I was assured that my experience warranted no such compensation.

Another flight attendant came by after everyone had boarded and was looking around the area on my row, and then started looking in the overhead compartments. She pointed to my computer bag and loudly asked whose bag it was. I said that it was mine. She then told me I would have to check that bag. I asked her why, explaining that there was plenty of room in the overhead compartments, and that I wasn't inconveniencing any of my fellow travelers by having my bag where it was. She said that it was policy for me to only have one carryon bag. I responded that their policy was to have one carryon bag and one personal, or computer bag.

I said that (the bag in question) is my computer bag. I also said that I had traveled on their airline in this manner 3 times in the last month, and no one had had any issues with my carryon luggage up until now. She reiterated that I would have to gate check my bag. I again asked why, and she said it was policy. I told her that I didn't understand why my particular bag was such a problem, and that lots of people on this flight were putting more than one bag in the overhead compartments. She then left towards the front of the plane.

A few minutes later a gentleman named Joe came on the plane walked to my row, and addressed me directly, saying that he was a supervisor, and that I would have to check one of my bags. He said that if I didn't check my bag I would be delaying the flight. I responded that I didn't see the difference between having my bag fly where it was or down below. Either way, there was going to be plenty of space. Having had enough of the continued abuse, however, I said fine, but please take my other bag. He pulled it out of the overhead, gave me a gate check tag and left with my bag. A few minutes later he came back and interrupted the conversation I was having with the person next to me, to tell me not to say anything more to the flight attendants. I told him that I hadn't said anything more to them, and that I didn't plan to.

As the attendants were giving the safety instructions, I was talking to the woman seated next to me and trying to figure out why I had been singled out and what was going on. She was as baffled as I. I had not used any foul language, I had not raised my voice, and I had complied with the unusual demands by the staff. We were both confused.

The plane was pushed out from the gate to the taxi way, and stopped. The pilot then returned the plane to the gate. The same supervisor, Joe, re-boarded the plane, along with, what appeared to be, a member of the ground crew. Joe came to my row, and told me to come with him. He then grabbed my remaining bag from the overhead compartment, and repeated that I was to go with him. As I got up, I laughed and said really? I asked where we were going, and he said to follow him. He escorted me off the plane. When we were in the jet-way, I said to him a flight attendant has a bad attitude and I get kicked off the plane. How does that work? As I followed him to the gate terminal, I asked how I was supposed to get back home tonight.

Joe tried to find a way to allow me to get back to Oakland that evening, but there were no flights available. After Joe had re-booked my flights for the next day, I asked him if at any time during our interactions, I had acted in any manner that would deserve my being kicked off of the plane. His response was no, but I wasn't there for the whole time. I explained again that I had not used any foul language, had not raised my voice, and had not disobeyed any order by the flight crew. Joe said that the pilot had requested that I be taken off the plane, and that he was obligated to honor the pilot's wishes. I said that was odd, I hadn't had any conversation with the pilot.

I have no issue with Joe. He was professional, and tried to help me when he realized that I was not the root cause of the situation. The situation boils down to a cranky flight attendant poisoning the atmosphere with her bad attitude, and I got to pay the price. My wish is for the situation to be investigated and the flight attendant responsible for my deplorable treatment to be disciplined. I was unable to return to my home until the following day, I had no clean clothes to wear, and I had only a $10.00 meal voucher to feed me for 3 meals. The next day, it took 16 hours for me to get from Milwaukee to Oakland, due in large part to US Airways over-booking numerous flights.

In the meantime, we went to pick up our luggage, which by the way we did not know that we needed to pick it up until one of the passengers told us. US Airways failed to advise us about this "detail". We went to pick up our luggage just to find out that one of our three bags was missing. US Airways advised us that the luggage went to Charlotte on flight 1729 and will be sent to Turks and Caicos. US Airways provided vouchers for transportation to LaGuardia Airport to take American Airlines flight 1423 to Miami. Unfortunately, flight 1423 was cancelled due to bad weather. There were no other flights that day, and the next day all flights from LaGuardia to Miami were booked. Finally, after 7 pm on 05/07/09, American Airlines re-booked us for next day flight AA1015 to Turks and Caicos. All of us, especially my daughter were extremely tired. We took a taxi from LaGuardia Airport to Marriot Courtyard Hotel, where we spent a night.

The next day, we boarded AA plane to Turks and Caicos. When we finally arrived at Turks and Caicos on 05/08/09, 1 day later when originally scheduled, our one luggage was still missing. We contacted US Airways, but they had no records of our luggage. The luggage finally arrived in Turks and Caicos in 05/09/09.

Due to the service failure on the US Airways’ part, we endured hardship traveling to our vacation destination. In addition to the hardship, we endured financial losses - transportation charge from LaGuardia Airport to Marriot Courtyard Hotel in the amount of $30 dollars, 1 night at the Marriott hotel in the amount of $371.15 (copy of the invoice attached), and 1 night (about $1,200) at the Beaches Resort at Turks and Caicos (non refundable by the resort).

My husband and I are full time working citizens, and due to US Airways' failure, we lost one of our vacation days. And I’m sure you know how valuable these days are to all working people. We are hoping that US Airways acknowledge our hardship and financial losses in the form that will be satisfactory to us. US Airways offered us three vouchers, $150 each with the restrictions. This is not acceptable to us. We lost a day at the resort, a day of our vacation, financial losses due to the transportation between airports. We had to pay for 1 night at the hotel, not to mention the stress associated with this experience.

Why couldn’t they have gotten us on another airline while doing the repairs? In addition, the attendants on flight # 1514 from Chicago to Detroit on June 4, and both flights from Detroit to Chicago (4506/4117) and Chicago to Atlanta (4444) need to polish up on their customer service techniques. I swore I will never go on another American Airlines, even if it is a cheap fare. It was a very unpleasant trip and there were several of us in this predicament, 4 women and one guy. I had a whole day of travel with no food while waiting for the repairs and a lot of mental anguish.

My father purchased the tickets on 4/10 for 5/15. Unfortunately, on 4/24, my mother took a turn for the worse and was admitted into a hospital. We sent proof of this in our claim. I thought I would follow-up on getting a refund for the airfare. Because my father was the person who went online to get the tickets, he first looked into getting this refund. He was told that American Airlines uses a third party to handle their traveler's insurance. He submitted a claim and was told that he had to fill out a claim form. This in itself is a long and tedious process for a service we paid for, but we understood that this was their policy. We had our doctor fill out the forms of her illness. We were told that this claim was denied because of cancer is a pre-existing illness. I called American Airlines. They told me that they could not help me because they do not have anything to do with the insurance company.

I then called the insurance company Access America 1-800-628-5404, your insurance vendor. They told me they could do nothing and that they denied the claim. I was also told that any pre-existing case, they do not cover. The person even went as far as to analogize the fact that she has high blood pressure and went to a doctor for it in the last four months and if she had a heart attack before her flight, she would not be able to make a claim. This is wrong! I have never been more upset at a situation and how it has been handled. My mother is going to pass but until then, she had to live life with cancer. We were being prudent in paying for coverage. We had no idea she would fall ill so quickly, her doctor cleared her to fly. Under these policies of the insurance company, anyone with cancer could not be covered because you are doing weekly and monthly treatments to keep you alive.

I am appalled at this and that you use a company that can find a way to deny any claim with small print loopholes. Our family is very much hurting right now for funds because of the enormous weight of the financial pressure of this cancer and I believe this is not the type of company you are. Since moving to Dallas, I have made American Airlines my choice of carriers but I do not know if I can any longer. I work for a larger hotel chain and there have been many times that vendors have not done the right thing or their service did not work and because they represented the hotel, I did the right thing by my customer and guest.

The flight 1811 on May 31, 2009 from Orlando to Miami, scheduled to departure at 6:00 PM was delayed to 6:46 PM. When I noticed the flight was delayed, I talked to the American Airlines personnel at the gate (I obtained a priority pass to help my father to get through the security checking point at the Orlando International Airport) and they told me I did not have to worry about the connection time, because my parents have the disability service and someone, at the Miami airport, will transfer them to the departure gate promptly and safely.

The flight 1811 landed the Miami Airport at 7:52 PM, the flight 2133 (MIA-CCS) was also delayed and schedule to take off at 8:30 PM. Nobody, with a wheelchair, was waiting for them to transfer them to the departure gate. My mother asked an American Airline employee she saw with a wheelchair nearby, about the disability service they were supposed to have, and that person told her that they were going to be transferred by an electric cart. He showed them the cart and asked them to remain seated. Few minutes later, around 8:00 PM, the driver showed up and informed them they have to wait a little longer because he was waiting for more passengers to transport. My mother informed the driver, several times, the flight was leaving around 8:30 and the time was very tight. He said he could not do anything and they would have to wait.

Then, when my parents arrived at the departure gate, my mother explained to American Airline personnel at the gate what happened, and they said the only thing they could do was reserve their seats for the next flight going to Venezuela, which was the flight number 2107, leaving on June 01 at 7:45 AM. Which means, my parents have to overnight in the airport. They were not offered assistance to pay for the hotel room or any other expense incurred. But even more upsetting, is the fact that my 75 year old mother and mentally disabled father were once again left on their own with no concern to get them to a safe place.

My mother called me desperate, from a public phone, because she did not know what to do. When she told me everything what happened, I calmed her and asked her to stay with my father close to the public phone she was calling from, while I try to find a room in the Miami Airport Hotel. I called the Miami Airport Hotel and thank God, they had a room available. I called my mother on the public phone and asked her to go to the concourse E, floor 2, to get into the hotel, in order for them be able to rest for a few hours, and most important, try to calm down my father, which was very agitated, anxious, disoriented and stressed.

I called American Airlines to make the complaint, they were understandable but they not were very helpful. They said someone was going to call me to get more details and to help my parents to reach their destination. Nobody called me yet.On the morning of 06/01/09, my mother went to the American Airlines ticket counter, to see if someone was going to provide the disability assistance they did not get the night before, but no one was at the ticket counter yet, because it was before 6:00 PM. So my mother decided to go to the gate by themselves. Needless to say, the security checking point was a nightmare, because my father got very agitated. Finally, they got to the departure gate and when American started boarding the plane, the American Airlines workers called them first; to help them to aboard the plane (is this disability service they offered?).

They arrived to Venezuela, and again, nobody from American Airlines helped them to go through customs, immigration and the baggage claim, as they stated they were going to do. My friends have told me that American Airlines was dedicated to good service to all people, especially those traveling with special needs. We felt confident when we were told about the disability services offered by American Airline. Is this the standard that American Airlines sets to assist their passengers? Especially disabled elderly people that do not speak a word of English. We are so disappointed and I am fearful of ever having any of my friends or loved ones travel with American Airlines. I have never felt so helpless and emotionally distraught knowing that my parents were helpless and no one with American Airlines lived up to any promises made or would help them. How would you feel if this was your family? I cannot even put into words the toll this took on my mom. We did not ask for special treatment, only what American Airlines promised. I filed an online complaint, with the American Airlines Customer relations (Case # **) and as of today June 01, 2009 at 11:00 PM, nobody has called me to see if my parents at least have reached their destination.

I contacted U.S. Airways to discuss changing our flights to a different destination and I was told that I would be able to do so, however, that I only had until December of this year to travel. One representative told me December 24th, 2009, and a different representative told me December 4th, 2009 (the tickets were purchased on December 24th, 2008). The problem that I have is that my husband and I will not have vacation time together again until next spring/summer due to our work schedules and my husband's college schedule.

I have not asked U.S. Airways for a refund, only an extension due to the special circumstances in Mexico. I was told that they could not provide us with an extension. I asked if the money could go back on the U.S. Airways gift cards we used, to purchase the tickets since the money on the gift cards has already been spent at U.S. Airways so that we had more flexibility when scheduling our next flight, and I was told that couldn't happen either.

When I booked the flight, I was not informed of all of these conditions surrounding our flight. I have a print out of when I booked the flights and under Terms and Conditions it states: "We're sorry, the Terms and Conditions for this reservation cannot be displayed at this time". I shared this information with U.S. Airways to explain that we were not informed that we would only be able to change our flight up to December 2009, again there was nothing they could do about it. I appreciate your attention to this matter. Thank you for your help.

Well, this morning, I have another business trip, and I need the contents of the bag. Also, I have other business things in there. I understand things can happen. I understand maybe I should not check things, but 3 times in 2 months, and not so much as a sincere apology, nor were there any offers of any compensation, and anyone taking time to help find a solution that would make me feel better? They could ground transport if they wanted to, or reroute the bag through a different city to reach Ft. Myers earlier. In the bag claim folder, it says that, “our baggage service department will contact you periodically, to keep you informed of our progress in locating your baggage”.

I landed at 10:00 last night. It is now 9:40 AM, and I have heard nothing from them yet. The three people, whom I spoke with, made it very clear that they would not be contacting me, until it was ready for delivery tonight. One operator frankly replied to my request, that they will call me when it is located, and that any Joe blow-out on the tarmac is not going to stop and call me, when they find my bag. It’s just not going to happen. I could go on and on. If this is how they treat Advantage Priority customers, I would hate to see how everyone else is treated. I welcome suggestions on how to get the word out, about how I have been treated. I have just tried calling them again. Another operator just said they are still tracing the bag. When I asked if there was anyone in Miami to contact, to help locate it, she said "no one else can help". I find this hard to believe.

I arranged for my driver to take me to LGA to pick up my luggage. When I arrived at LGA, they told me they had no idea where my luggage was and I was to file a missing bag complaint. I filed the complaint and my luggage was eventually found. When I received my bags the next day, I had several items missing from the bags. US Airways told me that it was not their responsibility; that it was now Delta Airlines' responsibility because I last flew on Delta Airlines. US Airways has taken no responsibility for what happened.

This same flight attendant could not or better said, did not want to understand that my aunt was requesting coffee and water, not milk but coffee and water. The gentleman took his time to tell her that she needed to try to say it in English because he could not understand her. My aunt says that there was another ** female flight attendant who looked at them in disgust as this was happening. After going back and forth on the coffee issue, a flight attendant by the name of ** approached them and asked what was going on insinuating that my grandmother and aunt were the ones causing trouble. Finally, he translated what my aunt had requested to the gentleman and even then he couldn't understand. When my aunt thought he finally got it, he brought her tea instead.

To top all this off, when he passed around the passengers to bring water, my aunt told him she did not want any. His response? He dropped the water in her lap and didn't even have the courtesy to dry her up. My aunt said that it seemed as if he got a bit scared at that point and dropped a napkin on her lap and left. No apology, no nothing! We have traveled in American for many years; my grandmother in particular has used your airline for the past 25 years! The behavior the flight attendants showed is of very poor character, rude, and simply unacceptable.

At this point my grandmother, because of her condition, is in such panic state that she no longer wants to travel with AA and I can't blame her. My aunt simply cried as she has never before experienced such a humiliation as she did on that day in front of all the passengers from Flight 231. They even had passengers coming to them at the parking lot to see if they were okay (we have names and phone numbers.) This incident has caused a serious imbalance in my grandmother's health, and I am holding AA accountable for it! I have contacted AA customer relations and emailed some of its executives with no response at all.

When we asked why we weren't allowed on the plane that we showed up while they were still boarding passengers, she said our plane was late coming into Philly so they already cleared the seats and we said, "Yes but we showed up while you were still boarding passengers and we have two young children and standby for four people is not going to work very well." Then we asked why we were not getting free flights since they were offering them to people who took a bump because the flight was overbooked. The woman said, "Because your seats were cleared so they don't count." Again, I was appalled by how rude the woman was especially since she could see that my children were right there and visibly shaken up (both were crying quite a bit).

We ended up being put on standby, none of which came through. We were booked on a flight to Binghamton which is an hour and a half away from our original destination of Syracuse, and not even given so much as a meal voucher for the five extra hours we had to spend in the airport. All I can say is again the service or lack thereof is beyond anything I have ever dealt with and totally undeserved. They should be ashamed of themselves and I will complain to everyone I can think of because ultimately, my tickets were stolen from me!