American Airlines Reviews

Upon further examination, I discovered the belongings inside my suitcase were rummaged through and all my clothing, even the intimate pieces, were so out of the order I had them in! A jar of creme I had in a secure place, in my suitcase, somehow was opened and creme was everywhere! It was a real mess! The missing lock was found underneath some clothes as I was trying to gather and organize the items I had neatly packed.

In addition, on one side of my suitcase was some white material that seemed to be scratched on and I couldn't wash off! To make matters even worse, among my personal belongings was a rectangular shaped notice that talked about airport security. Nothing was mentioned about WHY they chose MY bag to violate! Also, I saw other people who had a lock on their luggage and it was clear that their lock was untouched! I have always flown Delta Airlines, and because they were substantially more expensive, I went with US Airlines because they were a lot less expensive!

Based on this experience I have had with US Airways, I know for a fact that I will NEVER fly with them again! My advice is you get what you pay for...sadly. US Airways is near the bottom of the list for good reviews and now I know why, firsthand! One more thing. This airline gave me the wrong gate# for my flight! Imagine having to run from gate E23 all the way back to E1 in a crowded airport because they screwed up that too!!!

We never heard of anyone successfully rebooking their flights through these numbers; instead, folks were texting or calling friends and family in the US and having them do it, which is ultimately what we did, but it took us 10 hours to rebook the flights (which got us out of there roughly 24 hours after the canceled flight). The stress of this experience was enormous, and not just the frustrating experience of trying to rebook the flights. We were forced to stand for nearly 5 hours first to get our immigration paperwork, then to go through immigration, then to collect our luggage, then to go through customs, then in the stifling heat of the horrible hotel lobby where they dumped us to check-in (just to get our wristbands to be able to use their facilities, including our first access to food or water), and then again to get our actual room keys (7 hours after our flight was canceled).

Then there was the "hotel" that they abandoned us in, which was a "spring breaker's paradise" complete with all you can drink alcohol, loud blaring music, DJ on the pool deck talking about condoms and dropping the f-bomb, partying all day and all night, drunk people everywhere, the smell of vomit in the bar areas near the pool, and chunky and frothy yellow stuff floating in the pool. The problem was, we are a family with two kids. It was not only wholly inappropriate for our children, but it was so loud that we couldn't sleep. I could go on and on about how awful the experience was (like no towels, no blanket, and no bottled water), but suffice to say it was horrible.

And then there were the insults to injury. First, we discovered when we finally got back home that the airline had rebooked us to leave the same day our flight was canceled. But since they only sent the info to us by email and dumped us at a hotel that didn't have free wifi (and the airline wasn't paying for it), we didn't find out until we got back home. Second, after writing a scathing complaint about the lousy customer "service" and our horrible experience, they sent us $200 pp airline vouchers that expire in a year--when they offered two people $400 vouchers on the flight out take a later flight that arrived just 2 hours later (not a miserable 24 hours later) because the flight out was overbooked.

Third, we paid twice to check our luggage--once for the flight that was canceled, and again for the rebooked flight--and the airline didn't refund the luggage fee for the canceled flight. When I contacted the airline, they said I had to ask for a refund online, but the online refund tool only works for tickets (since you need to enter the "record number" for the ticket). So I have to dispute the charge on my credit card. Fourth, we incurred personal financial losses by having our flight canceled: we had to buy breakfast at the airport (because the hotel didn't serve it at 5:30 am, when we had to leave), we had to buy water at the hotel (because they didn't supply it in the rooms like they were supposed to), we had to pay an extra day on airport parking back home--all told, more than $65, and that doesn't include the costs on our cell phone for making international calls and texts to rebook the flights (that bill is still to come).

But when I complained to the airline that $200 vouchers that we don't intend to use (as we have already booked our summer vacation and won't be flying again in the next year) has no value and that we have costs associated with the canceled flight (and asked for frequent flyer miles instead, which we thought we might use someday), they responded more or less "sorry you feel that way, but that's all you get, and we hope you give us another chance." Not likely.

Sadly, our summer trip is on USAirways (which my kids never want to fly again---me, neither!), but I don't intend to fly them again unless there is no other option. And my husband was a loyal AA patron and had nearly a half million frequent flyer miles with AA. Our advice is never fly USAirways/American Airlines because you really find out what an airline is about when you have a problem--and they get a big, fat F in my book.

The second leg of our trip (March 26 on American Flight 751 (operated by US Air) to Philadelphia connecting to Baltimore) is where our real problems began. First, the aircraft itself was old and in shabby condition with dilapidated seats. While no doubt airworthy, it was hardly what one would expect these days on a 9 or 10 hour international flight in Business Class. The saving grace on that flight was the service provided by an excellent and cheerful flight crew. More importantly, our meetings in Washington were canceled and moved to New York City where we already had other meetings scheduled later that week.

Inasmuch we were ultimately traveling to New York City, it no longer made any sense to travel to Washington DC (via BWI). Since Philadelphia was our port of entry back into the United States and we would have to retrieve our luggage and clear customs and immigration, it made sense to see if we could simply cancel the flight to BWI and proceed directly to New York City. When we inquired about this prior to leaving Brussels, we were told that if we did not make the flight to BWI, our return flights from New York to Los Angeles would be cancelled and would have to be rebooked at much higher rate costing us more than $2,000 each in additional fees.

However, we were told that this could likely be worked out in person when we arrived in Philadelphia. Despite more than 2 hours of efforts both in person and discussions with American representatives over the phone, no one was able to accommodate our request. I should point out at this time that we were not asking for any refund from American for the flight to BWI that we wouldn’t be taking, and several flights (including some to BWI) had been cancelled and our flight to BWI was now delayed and overbooked.

At this point, it would have been a very easy matter for American to honor the request of two very active and loyal business travelers (although our loyalty to American is something we are seriously questioning at this point) which would have not only had zero negative financial impact on American, but would have allowed 2 standby passengers to make a flight they needed to be on. Regardless, my business associate and I grudgingly boarded the Baltimore flight. Adding insult to injury, American/US Air lost our luggage along with that of approximately half the other passengers on our flight. After a lengthy wait we were finally given some claim forms and instructions regarding lost luggage and emergency clothing purchases. We were assured that our luggage would be delivered to our address in New York once it was located.

This left us with no other option than to take a car service late at night in the rain to New York, with a stop at a mall on the way to purchase clothing that we would need for meetings the next morning. If you are still reading this at this point, I hope it has dawned on you that not only have you tremendously disappointed loyal business travelers, and rather than get an additional (and completely unwarranted) fee from us, the flight you forced us to take will now cost you significantly more than the cost of the BWI flight itself not to mention that this may well have cost you several loyal customers (not only do I make multiple international trips each year, I often take 2 or more employees with me on each trip). If our saga ended here it would be bad enough. BUT WAIT!!! There's more!

Concerned that there could still be issues to come, my associate looked at the website and much to her shock, discovered that our return flights were no longer listed on the website and it appeared that we had been bumped. We immediately called the Advantage Help Desk to speak to a representative. After more than a 20 minute wait (the recorded message estimated a 6 to 8 minute wait time), we reached a rude and uncooperative representative who informed us that our flights had been cancelled because we never got on the Philadelphia to Baltimore flight!

We explained that we had boarding passes, luggage tags, and other documentation to prove that we not only got on the flight in question but in fact also had receipts to prove that we had been shopping for clothes (remember the lost luggage??) off I-95 in Baltimore Maryland. The representative told us that he had documented evidence that we never boarded that flight. This went from bad to worse when I asked him what kind of documentation he could possibly have that would prove a negative. I then asked to speak to a Supervisor at which point he hung up on us!

Luckily, there was an American Airlines service center near our hotel, which was able to verify that we had taken the Philadelphia to Baltimore flight and that we were still confirmed for the New York to Los Angeles flight on April 1. However, those reservations never did show up on the website. I am now writing this from the plane (April 1 on American Flight 133) on my way home from New York. While this flight is much more of what I have come to expect from American, I can't seem to erase all that has happened on this trip and wonder if this is the new standard of what the merger between American and US Air will bring.

At a time when business large and small are struggling to maintain profitability, satisfy stockholders and survive this highly competitive environment, one has to ask if a business model that can't provide even a modicum of flexibility to accommodate the backbone of their customer base is sustainable. Soon to be former Platinum Elite Member and loyal customer.

WAIT, WAIT!!! There's even more. Upon landing at LAX, I was quite dismayed to learn that American Airlines had again managed to lose my luggage. Losing ones luggage once in a trip is unfortunate, but perhaps understandable given the volume of flights I take but twice in one trip REALLY??? I can't help but ask "Is this really a way to run an airline?"

So when my child started getting grouchy because it's late and bed time she wants to sleep but I couldn't lay her down comfortably so I put her on my lap so she wouldn't scream or make a scene. I know everyone was tired and I didn't want her to be crying. So pretty much the whole time I was holding her. The flight attendant saw me holding her and she didn't say anything until we landed. She started screaming at me, put me on the spot, then when I answer her and defend myself she acted so ** and she embarrassed me in front of everybody. I told her that she should've told me earlier when she saw me cause she's literally sitting in front of me but no she waited till we landed, lights on, everyone were up and put me on the spot.

OH MY GOD I fly four times a year with my daughter and this is the first time that happened to me. This incident made me don't wanna fly with American Airlines/Eagles anymore.. She was so rude to other passenger too. She was rude when she asked me what drink I want and didn't even asked if I want some ice. She was rude and loud when she knows my daughter was asleep. She was sooo rude when she asked if I have trash. When I got out of the plane some passenger came up to me and said sorry about what happened and they didn't like the way she treated me.

I really hope the Airlines can fix this issue - I'm sure this happens to everybody else too. They should hire more professional people. And not to mention she talks way too fast I couldn't even understand what she's saying. I thought they should talk clear for everyone to understand the rules and safety. The flight is not enjoyable when a flight attendant is so rude. Flight 2872 LAX to ABQ 04/19/15.

When I explained that this was my first time doing this, that I have been researching this special trip for a month and did not realize I misunderstood their website, I was told that I should have called the reservations line instead of purchasing the ticket online if I had any questions. So, they got my $300 this time, but they have lost my travel in the future. I will use up the 100,000 miles and never fly on this airline ever again if there is any choice. If I had sat on the ticket for even a week, a day or even an hour, I could maybe see their point. Doing business with them for less than 15 minutes, most of which I was on hold, cost me $300 for which I got nothing and they earned a serious amount of bad will. I hope my $300 was worth it to them.

Seriously? So throwing the woman off the plane wasn't an option? In addition to all this, the plane was 2 hours sitting on the runway and so we literally had to run to make our connection. We arrived at our destination and at 11 pm and the luggage hadn't made it. They gave us an 8 hour window in which to expect our luggage the next day. In the past, I've always flown Delta and I will go back to them. At least Delta gives you a couple of snacks and comes around with the beverage cart on a more regular basis when people end up on the plane for a longer than expected time. I would rather not travel then fly with U.S. Airways or American.

On Wednesday, April 1, 2015 at 4:30 pm, we departed from BWI airport to Lawton, OK. Upon arrival at BWI we were told it would be a 70 minute delay due to inclement weather in Dallas, TX where we had a connecting flight. We asked if the delay would affect our connecting flight and was assured that the connecting flight would also be delayed 70 minutes.

We arrived at Dallas, TX to find our connecting flight had left on time. When asked “why our flight departed early and without us”, we were told “unless there are 10 or more people delayed on a connecting flight, the flight leaves on time”; two black passengers don’t really matter. The next flight to Lawton was scheduled to leave at 7am on April 2 and it was booked. An agent at the ticket counter asked if we had family that could pick us up? We have no family in Dallas, but even if we did, we paid to go to Lawton, Oklahoma.

We began planning our own way to Lawton. We took the only available flight to Oklahoma City, reserved the last car at the airport and drove to Lawton (80 miles) at 1:30 in the morning, not to mention what we went through to get the last car reservation and the only vehicle left. We arrived at our hotel at 3 am and had to start our day again at 6 am the same day. Our families were on pins and needles waiting to hear from us since it appeared our flight arrived on time. AA believes we should be offered no compensation and blames the weather for how we were treated.

Even worse, when I started to complain at the gate, the supervisor just kept saying I needed to calm down, no explanation about why we were bumped, just a condescending attitude. Based on other reviews, I'd say this is AA's standard operating procedure. I then complained via their website and got nothing more than a form response from ** tweet that I could not even respond to. I'll never fly with AA again (Amateur Airlines).

Over a week, I was given the run around by both usairways and American airline. I called usairways and was told I needed to contact American airlines as they are the one holding the ticket. This is because I purchase the ticket on usairways.com but some of the flights were operated by American airlines. An American airlines representative was nice enough to explain that even though both companies merged, the merger is not quite finalized and some systems are still operating separately and since I booked my travel on usairways.com they are the one owning the ticket.

Was transferred once more back to American airlines consumer affairs and at that point, I requested for a manager to give me a call back. I was quite surprised the manager called but asked me to resubmit documents I submitted to usairways over a year ago and which I no longer had. Luckily, I still had the email sent to usairways which I forward to the email provided by American airlines. Two weeks went by and I received no updates. I called and called again, no luck. I was then obligated to pay a separate ticket to travel in March as American airlines and us airways was giving me the run around and refused to book my trip for March 12, 2015.

Over 3 weeks after speaking to consumer affair, I receive an email stating that they usually don't do this but they have credit me $190 and reduced $200 fee from what I originally paid for my trip. Keep in mind that usairways after receiving the document for my mother's death credited my account for the full amount. But a year later, I am being charged $200 and this after I resubmitted the same documentation requested.

You can understand my frustration as I worked hard for that little money I spent on that ticket. In addition to that, I could get/use that money when booking a trip to West Africa to go buried my mother and had to get in debt. And about a year later I am told my money which I worked hard for is being deducted on what specific basis? I would like ** Representative, Customer Relations US Airways Corporate Office to let us know what she knows on my Case: **. Also ** Customer Relations American Airlines Your Reference number to this request: ** could you please provide some clarifications.

U.S. Air does not care and have the worst customer service. Have not flown them for 10 years for that reason. They lost luggage every time and delays in the past. Changed my mind for our spring break thinking that they improved. Boy I was wrong and will avoid them at all cost. Learned that the reason for cancellation is that pilot did not show up. In their eyes altering families' plans and people is ok as long as I put you in a cheap hotel, and yet still charge me for checking a bag. What a terrible company and customer service.

We boarded our flight to Charlotte and our pilot made an announcement apologizing for the delay and said a member of the flight crew had called in. I am surprised there are no folks on call for such emergencies. We got off the plane in Charlotte and could not find our next flight on the board. We then discovered our next flight wasnt until the NEXT day. We stood in line for nearly two hours trying to rebook. We were given an 800 number by an agent while standing in line and told to call. The agent was less than accommodating. He pretty much told us we were screwed and he sure didnt seem to care. The only flight available was the one the next day. I asked him if he could check other airlines and he told me he could not. That information was not available to him. We found out upon our return trip while calling this same 800 number that these agents are indeed able to check flights on all airlines.

We aren't certain if this first agent lied to us or was incompetent. To return to our first trip for details, we finally made it to the counter after nearly two hours and spoke to the agent who was very kind, caring and accommodating. She worked with us for over twenty minutes and finally decided our best bet would be to get to Miami as soon as possible to increase our chances of getting an earlier flight to St. Croix. She arranged a compensated hotel room since this was due to a flight crew member calling in and not the weather. We waited hours in the airport for our flight to Miami and arrived at 9:30. We went to the baggage area for our hotel voucher and the attendant on duty all but laughed at us and said there were no rooms available. He also said they were setting up cots in the auditorium area of the airport and we could sleep there. Unbelievable.

A US Airways agent told us we could go to our gate after midnight and it might be quieter there so we could get some sleep. We tried to sleep on the cots in the auditorium for two hours and gave up and made our way to security to try to go to our gate area and rest. The TSA agent told us the bags we had already been on two airplanes with were too big to be carried on. Huh? I measured the bags before buying them and they met the specifications for carry-on luggage. She told us we had to check them in at the airlines but they were closed until 4:00 a.m.

We sat in chairs at the ticket counter until they opened where the agent told us that we needed to check our bags as the TSA agents had made that call. $25 each to check them in. We did. We had no choice. We went to the gate and waited there for ten hours for our flight to St. Croix. We arrived at 6:30 in St. Croix a full twenty-four hours later than scheduled. We still had to pay for the rental car and our accommodations even though we arrived a full twenty-four hours late since someone called in. To say the least we were not pleased.

Saturday Feb 28th 2015 - We left for Miami from St. Croix. When getting our boarding passes for all three flights the boarding pass for Miami to Charlotte read that our seat assignment could not be determined and to check in at the gate for our seat assignment. Upon doing so we were greeted by an agent who was less than concerned with helping us. She said she couldn't assign our seats yet and walked away. We went to a customer service counter and the gentleman was more than happy to give us seat assignments and boarding passes but told me to be certain to check in with the gate agent when she returned so she didn't give our seats to another passenger. When the less than nice lady returned, I showed her our boarding passes and told her what the other agent said. Her response was that she didn't know why he would say that and that they were not in the habit of giving away someone's seats.

Again, is this simply being rude or incompetence? Seems one hand doesn't know what the other is doing. After waiting two hours for our flight to Charlotte, we were told the airplane we were to use had mechanical difficulties and that they were canceling the flight. You have got to be kidding me. No extra planes on standby for such occasions? Unbelievable. We were told to report to the gate or the customer service counter to rebook. We chose the gate as there were more agents available hoping to not have to deal with our less than kind agent. I immediately called the 800 number again and was told there were no flights to Charlotte or Indy until the next day. I asked him if he could check other airlines and he told me already had. Nice. The last person at the 800 number said they couldnt do that.

This agent made us a reservation on a flight late Sunday and told us we needed to go to the US Airways ticket counter and get a ticket in your hand. We reported to the counter as we had little choice when the gate counter closed and we would have had to stand in line behind all the other people who had chosen that line first, and found the first two people who were genuinely interested in helping us. They listened to us and found the agent who helped us on the phone didnt seem to have a decent solution to our problem. ** said she was going to talk to someone at American Airlines to see if they could do better by us. She motioned us to the AA counter and introduced us to ** who was a supervisor. This man was very good to us. He worked for ten minutes checking flights. He put us on stand-by for a direct flight to Indy that evening and booked us on a direct flight to Indy the next morning.

He also notated on our computer that we should receive vouchers for food and accommodations since, once again, this wasnt due to weather. We spent the rest of the day in the airport, commiserating with so many others whose lives had been turned upside down by American Airlines / US Airways while waiting to see if we could get on the American Eagle flight to Indy that night. We sat with a group of women who had also been displaced by AA and watched them finally board their flight to Florida. They too had lost a day of vacation due to a cancelled flight. We watched them board and jokingly told them we would save their seats having less than an optimistic attitude about getting on a plane that actually took off. Thirty minutes later they were back. A member of their flight crew didn't show up. They ended up being rescheduled for the next day. Does anyone know whats going on at AA and their partners?

Finally time to see if we would get seats. We had been told by an agent at American Eagle that there were four people who were arriving from abroad and that there was no way they could make it through customs and get to the gate in time. We were hopeful. We waited with another couple who had also been displaced by the flight cancellation that day. When standby-by folks were called to the gate, there was one seat available and six of us on stand-by. One seat. Everyone was traveling with a partner so that seat remained empty. We rolled the dice and lost. It was worth a shot. **, the agent at the American Eagle gate, was able to print off our vouchers for the hotel and meals. She was pleasant and efficient. She told us where to catch our shuttle. We waited for the shuttle to the Miami Dadeland Marriott. A Marriott shuttle arrived. We asked the driver if this was the shuttle to the Dadeland Marriott. He said yes.

We traveled half an hour. We entered the hotel and they went off on the vouchers. The employee ranted at other employees asking who approved these vouchers. She then looked more closely and said we were at the wrong Marriott. No, the driver could not take us to the correct hotel and a cab ride would cost us at least $50. We opted to take the shuttle back to the airport as he was leaving to pick up new passengers. We called the correct Marriott to make sure a room was being held for us. Our luck mandated that phone call. Upon arriving to the airport, again, we waited for the correct shuttle and none arrived. We phoned the hotel again and were told it would be another fifty minutes and that the shuttle cost $10 per person per ride. Unbelievable.

We finally reached the hotel at 10:00, used our food vouchers (and of course the hotel charged this food to us even though we used a voucher BTW I disputed the bill and got the charge removed) and got to our room at 11:00. We got up at 4:00 and to the airport by 5:30 for our 7:30 flight to Indy (American Eagle 4386). Miraculously we took off on time and arrived to Indy to a snow storm. Praise Jesus we were back in Indiana. Off we went to pick up our luggage where we watched our other displaced passengers pick up their suitcases and ours were nowhere to be found. Seriously, I could not make this stuff up. Another less than happy clerk told us our bags were in Charlotte. Really? We didn't even make it to Charlotte. I was given a tracking number, phone number and website. I was told they would get our luggage back and deliver it to the house. I was told we could call the number or track the bags on the website.

I tried to check online and the tracking number was invalid. Imagine that. I received a message on my cell later that evening that an update on our luggage was available. I called the number and was told the wait was over two hours and I could leave my number and an agent would call me back so I didnt have to sit on hold for two hours. How considerate. I left my number at 6:00 on Sunday night and the return call came at 12:30 a.m. Monday. Sorry I was asleep. I called again Monday morning and left a call back number. My call was returned several hours later. I was asked for my tracking number which didnt work. I was asked for my name. She couldnt find it.

Fifteen minutes she checked and checked. We even checked my traveling partners name. Nope. We are not in the system. Unbelievable. Finally I respelled my last again. **. Oh. She misspelled my name Jesus wept. How would that even be pronounced? Our luggage was found and she told us it would be delivered that day. It was. 8:30 at night. Opened the bags to unpack. Everything was wet. Wet. Clearly the bags had sat out in the rain for hours for them clothing inside to be soaking wet.

I am not sure we will ever get on a plane again. When and if we do it will not be with American Airlines. Some of the difficulties we experienced were not the fault of AA. We acknowledge that. We do, however know that none of these things would have happened had two of our flights been cancelled due to staffing and mechanical difficulties. To add insult to injury is that so many of employees simply did not care. We were at their mercy and they knew it. Next time, if there ever is a next time, I will be taking photos on my phone of rude and uncaring employees due to the horrible interactions we had with AA staff. My mom sat on my shoulder the whole way telling me to kill them with kindness and that its not the fault of the people I was talking with. I somehow remained calm through these conversations but its hard not to become upset when people simply did not care nor wish to do anything to help us or attempt to help us.

We took this trip to attend our niece's wedding on St. Croix. While we would not have missed this event for the world, it is now tarnished with the memory of these two horrible trips with AA. Ironically my dentist traveled on American Airlines the week before we did and also had flights delayed due to missing flight crew members and no accommodations were available. What a coincidence. How many others have suffered these same atrocities since American Airlines merged with US airways or even before that? I apologize I was not able to write this sooner. You see, I am a teacher and my work must be done on time, efficiently and showing student learning or, per the laws in Indiana, I will lose my job.

One customer tried to speak with a manager and nearly chased him down begging to speak with him. He walked away saying he had more important things to attend to. There were few passengers remaining in the airport terminal at that time. I attempted to explain that passengers in line before me had received a complimentary hotel and shuttle. I was told, "If you can find someone that got a free hotel and shuttle, then come back. Otherwise your hotel is on you!" I was scheduled for the latest flight the next day. I found out upon arriving at CTL the next day that several earlier flights were available and I had been scheduled for the last flight of the day. Obviously, US Airways/American Airlines has no regard for their customers or their reputation. This was confirmed in how their customers are treated in Charlotte, NC. Very poor PR skills.

They tried charging us an extra $800 per person for another flight out to Las Vegas. They told us that it is custom for them to take the bags first and leave if the passenger doesn't get to the gate at least 20 minutes before departure. They also said that they are not responsible for doing a last call for passengers over the intercom in the airport no matter what the problem may be. Here's the reality on why they don't do this: they overbook all their flights. If a passenger doesn't show up within those 20 minutes then they will take people from the standby list and put them in your seats as quick as possible so they can depart as soon as possible.

After spending the whole day at the airport, we finally reached a supervisor on the phone who refunded us our money and was able to get us another flight the next day which seemed surprising to us considering every AA agent at the airport lied and told us there was no availability for the next few days and we would have to pay much more money to get those seats. One even said that the only seats left were the first class seats. In addition to them being liars, I witnessed one of them make a young girl cry because she was on standby and very anxious since she doesn't like flying.

This airline is absolutely horrific and have no respect for the customers. They will talk back and insult you directly to your face. I also asked why they would take our bags and send them to another state and they said that it is not their problem, even if the bags get stolen when they are not in our presence. If you can book with any other airline and have the chance to, please do yourself that favor.

As soon as I landed in PHL I went to the gate agent to re-route myself to FL to get to my father. I showed the gate agent the text. She booked me to PBI but said I would have to pay the one-way fare of $408.10 plus a $35.00 ticketing fee!! I had no time to argue. The flight was leaving in 20 min. She swiped my credit card and I ran for the gate in another terminal at PHL. When I reached gate, the door to flight was already closed and no gate agent at desk. The woman who took my payment and issued my boarding pass minutes before did nothing to alert them. I missed the flight.

Now I went in search of an agent in this terminal. NONE to be found. Had to call 1-800 # at AA. Let me say I am an Advantage Gold for Life Million Mile flyer on AA. They rebooked me on another flight but it did not leave until 3:55 PM. Did I mention my father was in the ER? I could find no human to talk with about options from that airport so I started walking to gates searching myself. I saw a flight to MCO leaving at 1:40 so I called 1-800 # at AA and changed it again. Landed at MCO and had to rent a car and drive two hours to reach the hospital.

I made it but lost my ticket from PHL to NAS (worth at least $235) and am out of pocket another $443.10 for the one-way ticket purchased on 4/7. Not to mention that I then had to buy another one-way to get back to NAS. I did not use AA or US Airways to book that one as they were 3.5X the price of the competition. The more I deal with the new "AA" the more disappointed I am. My loyalty for more than a decade is not paying off in any way that I can see. This was a real eye-opening trip and I realize now that customer service has gone out the window.

Pet lovers stay away from this sorry excuse of an airline. American Airlines and US Air are NOT someone you want to use if you have a pet. Never again on this sorry excuse for a US air carrier. They should focus their further customer growth base to a third world country - they could make more money to boost their sorry bottom line selling your pet for food at the street market. Better yet they might cook your pet and serve it to their First Class customers and tell them it is Chicken - after all everything tastes like Chicken. Stay away folks. Put these two out of business.

While waiting on my computer my partner called customer service. After getting the message that they were experiencing heavy calls, an operator picked up. He in detail told her the situation and what happened. Her answer was that there is only one FIRST CLASS seat held for frequent flyers (he explained that we travel first class every year with out any problem). Her reply, "policy changes". He told her since we can't travel on that flight together, to cancel his reservation and redeem his miles. She replied there will be a $150.00 charge for the miles. When he asked to speak to a supervisor, she hung up the phone.

Now (remember I am still waiting for someone to pick up). I hang up and try the whole process over again. Guess what the flight(s) don't exist AHHHHH for frequent flyers but it does exist for $960.00. It is NOT stated anywhere that there is only (one) seat in first class for frequent flyers. So if two people want to travel together, IT AIN'T GONNA HAPPEN and there is a chance you will be screwed out of $150.00 to get your miles back. I classify this as FRAUD.

As were in route to the airport 3:27pm we received a call and email indicating that the flight from CLT to FLO with an 8:30pm departure is now delayed, due to maintenance affecting a prior flight. Then we were ambushed with emails and calls at various times at 4:07pm we were told it's now delayed until 9pm. At 4:27pm the call and email said that the flight from CLT-FLO was back to departing on time at 7:59pm. Now at this point we are at LGA and she has been checked in and we paid $25 for her baggage and when we inquired about the connecting flight we were told what the phone call and email said that the flight was on time.

However at 4:48 while on the line to board a call came through followed by an email stating that the flight (4840) was delayed back to 9pm, then at 4:58pm the call and email said it's back on time. She boards at LGA, lands in CLT around 7:12 then the 7:15pm call and email comes through stating a delay until 9:30pm, due to the flight crew being delayed on a previous flight. Five minutes later the phone call to her cell and my email came through indicating that the flight was cancelled due to weather conditions. So she's in a strange place for the first time, has nowhere to go, no other flights available so we were told they all we booked or had a ton of standby passengers.

I asked could then she be put up and Customer Svc tells her as I'm on the phone that they can't put her up because her flight was initially on time. Therefore this led to her spending 13hrs in the airport until they were able to fly her out the next morning on a flight that was really pushing the time for her to get to the bus station to continue on for 4hrs in order for her to get back to school. She flew out of CLT going to FLO at 8:49am she arrived and now her bag is missing. She missed her bus to school, couldn't get a refund for that ticket. The airport staff was no help. We ended up filing a missing baggage claim via the 888 Reps and were told that her bag went to Columbia SC in which I still can't figure that out when this city wasn't listed on her route ever.

I've since spoken to 15 Customer Service Reps, have been told a different story by each Rep, I've requested to speak to the Managers where I was told the wait time is 20-60 minutes amongst a bunch of other reasons why I was going to be on hold for the duration. I reiterated that I would wait to speak to them although my gut was telling me that I was going to be hung up on. Needless to say I was on hold for 2 mins and he had a Supervisor on the line. I went through my entire story with her # 12 and after she placed me on hold the call was disconnected after being on hold for about 3 mins as she ** was calling the city that confirmed they had my daughter's luggage.

I called back started from scratch went through all of the above again and got ** who transferred me to ** and once again after being placed on hold, the call was disconnected so I called back again and was on the phone with ** who told me she didn't see any history for the baggage. Once I explained how I don't understand how she didn't see any history when I've spoke to several people before her and one gave me confirmation that her bag was verified as being in Columbia. ** then put me on hold.

As I was on hold I received a call back from ** who told me that the bag was sent to Florence SC and would be delivered within the next 4-6hrs. That was at 7am ET and its now 4:20pm ET and the bag still has not shown up. I explained to them on yesterday that if the bag is in Columbia ironically that's closer to her school than Florence, they took all of her information including the schools address, yet the only correspondence that we have received is from my complaint online with the limited characters.

I have never dealt with so many unprofessional people in a Corporation in my entire life. They display all the signs of being unaccommodating and everyone makes it seems like its your fault when all we did was pay $290.20 for a ticket and $50 total for a baggage and followed the rules to flying to have all of this returned to us as services. I want her bag found and a refund. I've dealt with enough excuses in regards to this. I called the Corporate Office, ** picked up, I request help and told her I had done spoken to 15 people and don't have a resolution. She transferred me to what I think was the regular US Airways Customer Service line, after holding on for 17 mins and only hearing music I called back and asked her for the President's name.

This is unacceptable, my daughter is still crying about her belongings, it seems as if those of us who don't make millions a year don't matter, I feel like if my daughter was older she would've received better services at the desks and we will never use US Airways again.

Now they keep sending me emails stating that I need to fill out a complaint form, or that my daughter the passenger needs to give me permission to discuss this with them. However AA didn't have that rule in place when I booked her ticket through my account and paid for it with my cc.

I've submitted multiple complaint and refund forms, spoken to several different people, in regards to their emails and calls the day of her flight stating that her flight was delayed by 30 mins due to maintenance to being back on to me, to delayed to back on time as she was boarding her flight and as soon as she landed for her connection they called and emailed us saying that the flight was delayed by about an hour and less than 5 mins later it was cancelled. She spent 13hrs in the airport, missed her next connection the next morning due to them putting her on a flight the next day and upon arriving her luggage was missing. She lost the money for that ticket too. I'm exhausted going in circles with American Airlines/US Airways.

My rating of US Airways, however, remains the same for the following reasons: 1) Had there not been some kind of intervention, I most likely would never have received a refund (considering the check came almost 5 months after my complaint. 2) I never did get any response from the company itself. 3) The fact remains that their site is "misleading", luring customers into buying tickets with the promise of 1 free bag...and then being charged. 4) The $25 baggage charge for ONE BAG, one way, is outrageous to begin with. I got the money back that never should have remained in my pocket all along.

With that, I say, "Good Riddance US Airways". If this is their ethic regarding bags, I have to assume this type of business practice runs throughout the company.

Original Review: April 6, 2015

Approximately 3 weeks ago, my 19 yr. Old daughter flew to the Dominican Republic on US Airways. Upon returning, she informed me that she had been charged $25 for her one checked bag, each way. I understood this outrageous charge for most flights ahead of time. However, on their VERY OWN site, it clearly states that the Dominican Republic is one of the destinations exempted from this ridiculous fee. (Had there been a fee I would never have booked a ticket with this airline... and I suspect they know that. I also suspect that they saw a fairly innocent customer and charged what they could).

Leaving all assumptions aside, however, I emailed customer service and courteously and factually described my concerns. To this day, I have gotten NO response... (except an automatic response to keep me quiet, I guess) Again, on the website, it states that complaints will be answered in 3-4 days. Hmmmm... maybe I don't understand what "day" means.

American Airlines excuses for all of this, if you can believe it: 1. 1 inch of snow = 3 hr delay causing us to miss our subsequent flight, overnight delay. 2. The plane was overbooked and they wouldn't let us on (even though we booked the flight months in advance) = overnight delay 3. The plane they were going to use was broken = 7 hr delay, missed subsequent flight, stay in airport overnight. 4. They didn't tell the pilot he was flying our plane = 1 hr delay.

I stayed at the counter for about 40 minutes. Not once this woman looked at me. She always keep her eyes on the computer or the papers I gave her. She left the counter not once but twice, and she did not even tell where she was doing or going - she just left. Later on I found out she left to speak with a supervisor. The supervisor told me I had to pay $1,000 more to flight the same day. I refused to pay the additional fee which I found was very high (my decision no one to blame) however no courtesy by this one woman to look at me to tell me was she was doing nor leaving the counter without saying anything. I found this very degrading and lack of respect. No customer service at all. Would I flight American Airlines and its Associates? I think not.

When we landed in Chicago at 10:30 pm our luggage was missing and we were told that they are going to find it for us just to hang tight. One of the young men behind the desk continued to have us wait on the side without giving us updates. Eventually he had us going to different carousels to check if our luggage arrived yet. We didn't leave the airport until 12:30 am with no luggage and no explanation on why they would keep us there for 2 hours without a resolution. The check-in bag numbers were **.

Back at the airport on March 17 flight number 4383 to Houston we asked the employee at the ticket desk about our luggage and she was positive that it would be in Houston with our arrival. We also asked the agent at the gate and we were reassured the luggage would be there. It wasn't there when we arrived and we finally got a call at 5 pm to pick it up. I find it completely unprofessional how in our world today with the security and technology available to you, as a large airline can completely miss-place baggage. We didn't have our luggage for nearly 24 hours, which left us without any essential items.

We understand that mistakes happen, and things can't always run as smooth as planned. However we don't understand the lack of customer service that was received. We felt disregarded and unvalued. We would like to be able to continue to fly with American Airlines, but as I'm sure you understand we have hesitations now due to this horrific experience. I would hope that you will take these complaints into consideration and you would compensate us, in order to give you an opportunity to show that your service isn't always so poor. This is what I sent them and still haven't got any reply 3 weeks later.

I called them for the first time on 27th of March, 2015. My call was being transferred to the department handling international flights. I provided all my flight information as requested by the agent. He put me on hold to "check for me" until the connection was lost after 15 minutes. So I wrote them an email on the 30th of March, 2015. All I get from them was confirmation of AA has received the request. It also stated in the email that if it is regarding future flights, I should call their customer service. (like they will provide service) I still do not have any reply from them.

Fine, so I called them again 1st of April, 2015. This time I held for 58 mins 43 secs. I can't believe that I actually had so much patience. My call was never answered. All I wanted was a confirmation on the baggage allowance, how hard is it to provide that? I really hope that AA can answer my question. I am totally disappointed with the customer service.

I ended up contacting fayetteville airport myself where i was told by the lost luggage desk worker that no one had contacted him at all in the 3 days that my luggage had been there. He was wondering why no one had claimed the bag. He put it on the next plane, gave me the flight number and i drove to the airport in charlotte and picked it up off of the baggage claim carousel. No one from us air ever contacted me again even though they had no idea that I ever got my luggage. Flash forward to now. I tried to book a flight with my credit and they told me that even though i had a year to use my credit (5/25/14) I would have to complete my travel by the original ticket purchase date (4/24/15) and that there was nothing they were willing to do. I was told a year, no one ever said anything about the purchase date versus the travel date.

Of course no manager would help me and the only way to get help was to write an email to their customer service with a 4 day turn around. Ive already been down that road and considering it is 4/2/15 there is no way they will help me in time. Plus the only email I can find is for American Airlines since they are in the middle of merging and im sure they wont help. Its clear the US Air has no interest in helping their customers. They are the equivalent of a cattle shipping company. I have already lost $300 with them and i consider it an expensive but effective lesson to never give them any business ever again and that will include American Airlines as well!

We then went and stood in line at Customer Service for 20 minutes listening to everyone else's story of missing their plane and the service rep who was very unapologetic trying to find those Customers a spot on plane. We finally get to the counter and the Rep looks at our passes and says, "Why are you here. You can still make this flight." I was very frustrated and said, "I was told I couldn't make it and to come here." The rep said, "If you run you should make it." He then gave us directions and we ran thru to the Shuttle and managed to board the plane 2 minutes before they closed the door. My anger and frustration is the uncaring attitude of all these employees. Not one time did we get any apology! They acted like it was our fault. I will probably never ever fly US Airways again.

I was so taken aback by this that I asked for re-clarification. I stated "so to be clear, you're telling me that US Airways finds it more important to continue to provide its customers with the OPTION of having a peanut filled snack on a flight than to ensure the safety of my life," which received a response of "yes ma'am.” Let me be clear, I do not expect the airline to sanitize the entire plane before I board, nor will I blame them should any ignorant passengers still manage to eat some kind of a peanut filled snack that they brought onto the plane. However, I do not find it unreasonable to arrange for a flight attendant to simply make an announcement that no peanut snacks will be served and to encourage the other riders to be mindful of this.

Anyone with any kind of life threatening allergy would agree, I'm sure, that receiving this kind of peace of mind makes the world of a difference. By simply bringing my EpiPen, which might I add is supposed to be used as a means of last resort, is not the only preventative measure that should be taken in this situation. I consider my LIFE THREATENING food allergy to be a disability, something I cannot control, and therefore I should not simply have to fly on another airline. This is a form of discrimination and it is beyond upsetting.

I understand airlines have their own polices but also it's the airline's personnel to explain them to the customers who are upset with them. Instead of explaining US Airways polices the ladies asked me questions like, "Don't you know when your flight is when you bought your ticket?" Not only that when I asked her to speak politely she said she would get a security to throw me out of the airport. And when I said if she was trying to threaten me she said she was and it would work. Being a person of color I am not sure how much race has to play part in this scenario, but I think I need to talk with lawyer in regard to threats made in public place.

All she would tell me after that is that policy is policy and they don't budge. Fine, I won't use a company that doesn't believe in ethics.

When we were going inside the airplane, the flight attendant told me that I have to leave my carry-on with them since there were no more spaces to put my luggage. So fine, I have no choice. I left it with them at the door. When I got to Phoenix (the connection flight), I couldn't reach the next flight since the last flight to Las Vegas was gone for the day.

They didn't offer me a hotel. I ask for it. So the next day on my way to Las Vegas when I arrived, they lost my mother-in-law's luggage. I was already really upset at the very poor service they offer because I lost two days with American Airlines, then I had to spent more money buying clothing. My "vacation" turn out to be instead of 7 days to 4 days. The day I complaint to American Airlines through Twitter they came out very sarcastic. It's normal my anger by then, but the customer service didn't make it any better. On my trip back to New York another hour waiting for the luggages. Really this airplane is very disappointing. As customer we pay for trip, we didn't ask your company to donate the ticket to me.

Prior to boarding, they were offering $500 travel vouchers to volunteers to take a later flight. Well, I was given a 4 hour later flight on Delta and a $200 travel voucher. The gate supervisor for American was uncaring, flippant and curt. I never received an answer about why I was declined my assigned seat or why $200 was acceptable for the inconvenience. When asked, he stated 'call American Airlines if you are unhappy.' So, I immediately did call customer service. First, I spoke to an agent and then the supervisor. Both were unhelpful, blamed the local airport and stated there was nothing they could do.

I'm sitting at the gate of the Delta flight waiting on my reroute through Detroit. I don't have a seat assignment and my co-worker has already landed and left Chicago, our original connecting city. I have flown AA for over 40 years and can't believe the treatment or lack of courtesy. We have become cargo or cattle and have almost zero rights. I'm very unhappy!!!

I have been trying to be refunded for weeks to no avail. You can't get any resolution on the phone, and you need an I.T. Degree to figure out how to send an email. Funny how they can charge your card within 24 hours but can't correct their own error within weeks. This company couldn't care less about your business which is good because I'd rather walk than use them again. I'm telling anyone I know not to use them as well.

No offers to help with the unfair change fee since the airline had turned my guest away with a valid ticket and reasonable arrival time. The customer (dis) service agent said that the flight left the ground with open seats but it seems to me that my friend was bumped with the goal of selling another ticket for a flight already bought. They did offer to rebook her for $290 + $200 change fee (That's a great deal said the agent **). I was able to book another similar Vancouver flight on Alaska Air for $160. Now that's what I call (dis)service! To avoid fraud, they should rename their customer service line with the name I've used above.

They re-routed me thru Charlotte so that I had to sleep on the concrete floor of the terminal - which delayed my scheduled cancer treatment. They just ignored all requests for disclosure of connecting flights. The staff run from issues (probably all they hear are complaints form aggrieved passengers, while passengers are inundated with false advertising and glossy videos on how wonderful the airline is.... such BS). If you do meet a staff member they are usually equally or even more outraged at the abuse mgmt has heaped on the employees. Other employees simply pass the buck or pretend that the issues are NOT theirs but belong to the "other" airline.

Most recently I tried to change one of my 20 prepaid flights. (Our global consulting firm banned all staff from using the airline due to the lost revenue caused by the inordinate amount of delays, lost luggage, FALSE advertising and a complete and total breakdown of customer service - they have pissed off everyone that has tried to get any semblance of customer service.) 7 hours on the phone and they refused to allow me to change any of my tickets - then hung up. I am still waiting three months later for a response to the disastrous flight experiences that we experienced. This is organized crime!

The first problem started when a man working the counter notified us that my wife's seat had been moved three rows back, meaning my baby was sat next to a stranger. When I politely asked him to keep us in our original seats, as we have two small children, he told me "It's done. I'm not moving anyone else." When I protested that my daughters do not know how to work the oxygen masks in an emergency, he told me loudly "You need to shut up, bend over, and take it like a man." I'm sure he is homosexual (not that there's anything wrong with that). I felt sexually threatened by this remark. The second problem started when he skipped the "Priority" boarding call and said "Groups 1 and 2 can begin boarding." When my family tried to get on first, as we needed time to get situated, he rudely told us to go to the back of the line. My wife and several other passengers can bear witness to all of these events.

When I reached the counter, I was informed that I had been rebooked on an 8 AM flight the next morning. I specifically asked if there were any other flights that day that I could get on as a standby passenger, and I was told there was nothing. However, I saw several passengers who were directly behind me in line about 10 minutes later at another area in the terminal, and they said they had been put on standby for a 6 PM flight that same day. Feeling very frustrated, I got back in line, but by the time I got to the counter once again, I was placed low on the standby list (#28). I explained to the customer service representative that I had been in line earlier and given no standby option, despite specifically asking for one, but she said there was nothing she could do.

When the boarding process began for the 6 PM flight, the group of people I had been in line with were the first few people to get on the flight via the standby option. As I'm sure anyone can imagine, this was incredibly frustrating to me as I had not received the same courtesy that they had at the customer service counter. The flight was fairly empty, and I was able to be one of the last people to get on the plane via standby. I was made to check my bag despite the fact that there was still overhead luggage space. After sitting at the gate for about 40 minutes, we were informed that there was a weight issue and that about 8 of us had to get off of the plane. We were not allowed to get our luggage off, so I was stuck in New York without a change of clothes, toiletries, or my medications despite having planned to carry on my bag with me. There were no more flights to Boston that night.

I had to wait about an hour to deal with a manager to speak to him about the poor customer service that had led to my situation. He helped a couple who were trying to get to the Azores, and so he was understandably tied up dealing with their complicated travel plans. I asked someone at the counter about another manager; I was informed that it was a woman in glasses and that she was around. I am still not sure who the manager was because there were three women in glasses and myself and two others were ignored the entire time while the male manager was helping the couple from the Azores.

I was able to eventually explain my situation to him, and he informed me there would be no vouchers for hotels, meals, or transportation. He informed me that I could contact US Airways/American Airlines customer service, submit my receipts, and be reimbursed for my travel expenses. I wrote to customer service, and after waiting to hear two weeks from them, I was told that I would not be reimbursed (but they are very sorry about the rudeness of the customer service representatives).

I have flown loyally with US Airways for years. I use them for convenience and because I have always thought that they do a decent job of getting me where I need to be. I even have a US Airways credit card. I know that in the grand scheme of things, the money I contribute to their company is very little, but I hope to put my faith in a company that will do what they can for their customers. The inequity to which I was treated that resulted in my not being able to fly home on Sunday night cost me just short of $300 (cab fare to and from a hotel, the hotel itself, and cab fare home from the airport in Boston since my ride had to work on Monday morning). I was forced to miss a day of work, and I suffered a migraine on Sunday night (while this obviously is not directly the fault of the airline, I can't help but think that I could have avoided the literal headache had I been treated better).

I fly frequently (about 7 times a year), and I understand that weather, delayed flight patterns, and various other issues are unavoidable for any airline. However, rudeness and lack of competence is unacceptable. I wish that I could say I will never fly US Airways again; unfortunately, I do not have the financial autonomy to make such a decision. All I can do is cancel my credit card and avoid flying with US Airways/American Airlines as much as possible. I hope that complaints like mine will at some point change the company's philosophy and that customer service will improve. The pessimist in me says that nothing will change, but I hope I am wrong. I do know that they have lost a loyal customer. Know that if you fly with them, you run the risk of being treated with rudeness and that they do not require their customer service representatives to do everything they can for every single customer.

When she finally arrived in Philadelphia this morning, the baggage attendant at PHL threatened to call the police when she could not walk properly and requested help. US Airways' lack of communication, random enacting of security procedures, and ignorance of basic human dignity make it the worst airline in the developed world, perhaps the entire world, and we are seeking financial damages for pain, suffering, and humiliation at the hands of their fascistic staff.

Now the night before the flight, I look at my reservation again and see that there is 23 no charge seats available now. The seat next to the one I upgraded is free of charge. I call customer service and ask for a refund since there are seats available now. He tells me that my purchase is non refundable and I ask how fair is that to do and he responds it's not fair. I originally asked to change to another seat that's free of charge and just refund me. He tells me that there would be a $25 fee if I change seats. I tell him the available seats are free of charge and I can just click an open seat change now. Then he tells me there is no charge to change but my original $61 was not. What a crock of customer service and a terrible excuse for a company... Never again will I fly AA. Horrible airlines.

I was going to get the 2nd ticket for $99 thought so I was ok with paying a little more for the 1st ticket. I finally got through, had my flights picked out, and they told me that I cannot take that flight because although it is a US Airways flight, it is operated by American Airlines. After waiting 6 weeks of watching the prices of the tickets more than double, I was informed that there are no non-stop flights operated by US Airways.

My 2 alternatives are to take an 11 hour flight leaving at horrible times to use the $99 companion ticket, or fork out the full price of the tickets that have now more than doubled because they would not answer the phone for 6 weeks. I could have booked this at full price 6 weeks ago, thrown away the $99 companion ticket, and paid less than half of what I will have to pay now. I have flown a lot in my life and booked a lot of tickets. I have never had the awful experiences with other airlines that I have had with US Airways. This is one of many stories. They suck and they suck with no apologies.

The flight personnel said it was their fault they missed that flight. They have a 10 month old Infant traveling with them. They asked if they could please get on another flight that can get them into Spokane, they said no that there were no flights anywhere flying to Spokane, WA. They had $20.00 and just enough diapers and formula with them for the flights. Everything else was in the checked luggage so we asked could they get them a flight into Salt Lake City, UT then to Spokane the next day because we have family that could help them and again they told them there were no flights going to Salt Lake City either and it was almost 9pm.

So they asked "can you at least get a motel and a food voucher for the night." They refused. So due to this I am never having my family fly American airlines or Alaska airlines due to the way their employees treat people. My brother and his family were not the only ones being treated this way. Thank goodness the hotel we found allowed me to pay for a room or they would have had nowhere to sleep with an INFANT! They also told them they were going to call security on them because they were upset.

This time I choose to spend extra 30 bucks a ticket to buy American Airlines tickets instead of US Airways. Unfortunately I didn't find out until I printed confirmation that American Airlines had sold to US Airways (even though it seems like American Airlines may stay around since it doesn't have as bad of reviews as US Airways).

Two days before my flight from Orlando they called my phone and said connection flight from Charlotte to Louisville was cancelled so they put us on earlier flight to DCA. No problem with that but once we flew they got delayed in DC so had to run last second to get on connector to Louisville (which left on time even after pilot had reassured everyone that all flights were delayed due to weather). Got to Louisville and thankfully didn't piss myself since didn't have time to use restrooms between flights and connector was size of small Volkswagen that they still managed to fit 100 people somehow. Then my car seat came out on wrong baggage claim which was bad sign since my bag never made it somehow. So 1 bag checked and 1 bag lost. Of course. I tried online tracking to track bag and all it said was it was open. Whatever that means.

Then after over 1 hour on hold I was told it was open and they were still locating luggage. Then I called Louisville airport directly and the baggage claim lady that was sitting right next to US Airways baggage counter said he was gone helping ticketing and she couldn't help since she was part of American Airlines (even though she sat 1 foot away from his terminal and I am sure she could use either terminal). She said she would take message and I would receive a call back within an hour. No call back. I called and then got busy signal for next hour. Called customer service and finally after another hour on hold they had found my bag and would be delivering it (only went on trip for two days so this was great start).

On departure trip I was told my flight was delayed and I would miss my connection flight so they re-ticketed us to another flight. After sitting for an hour I received a phone call from them saying flight was delayed 2 hours. Great. 15 minutes later I received another phone call saying it was actually going to be on time again. Ok no problem. 15 minutes later I get another phone call and it was saying that plane was delayed even later than originally delayed. Great again. We decided to go have lunch and when got back found sign said flight was cancelled altogether. No phone call this time.

So go wait in line with other 50 passengers to find out they have 3 customer service people but only 2 helping people since one was just waiting only on priority customers so basically stood there doing nothing and being a ** about it when everyone complained that she could be helping people. She just reminded everyone that she was a dumb ** and didn't care if there were no other flights and said if they don't want tickets for tomorrow then they could rent cars and drive. Nice for a customer service rep right?

To make matters worse the flight I was originally ticketed for came on time and would have made it to my connector in Charlotte on time. When I asked to be put back on that flight they said they already overbooked that flight. I asked what now and they said I would have to wait until the next day to get on flight. I had to work next day. I asked about refund and they said they could do that but it would take time and they would make a note in computer so I could get refund on phone later. Ok I agree. I pay 600 bucks to rent car and drive 15 hours from Louisville KY to Florida and make it to work about half an hour late to work next day. All this with 6 year old and 3 month old baby so you can deduce that my day was so fun.

Then when get back and finally call customer service about refund they tell me it was ticketed through American Airlines and they had to refund me. Then another rep tells me no it was US Airways so they had to refund me. They are supposed to be same company but no one seems to be able to figure out who has to pay refunds. Maybe they do this so they can just get you to give up on it and decide to just write review on how much this company sucks. I understand bad weather but this is ridiculous. Here it is over 2 weeks since I had this unfortunate flight and am on hold over an hour again and lady is back to telling me I have to contact American Airlines. Just ridiculous.

Another daughter arriving in Cozumel a week after we arrived, had to pay an additional $60 each way for her 5 month old baby who was sitting in her lap for the entire trip. We feel this was pure and simple coercion by US Airways. We also wonder if the original flight we were supposed to be on was actually cancelled. This is an incredibly busy time to fly in and out of the island and wonder if the flight was purposely canceled so seats could be resold at a higher price because of demand. I have no way of confirming this assumption but it seems very unlikely that a flight at prime tourist time could be simply cancelled for any reason 2 months in advance. (In years past, the airline has always offered a flight out of Cozumel at our originally scheduled departure time.)

These two items above are a small portion of travel fiascos experienced by our daughters and their families but I will let them address their personal experiences. I wonder how US Airways can make up their own rules or decide which rules they will comply with while in bankruptcy. Do they not have to follow established rules set by the government? I have spoken with quite a few fellow travelers who have had flights continually delayed, then finally cancelled because of "weather". (Looking at weather reports for the area and eastern seaboard showed no weather activity.) Interestingly, competitor airlines were able to get flights out. Could it be that flights cancelled by US Airways because of weather are not required to offer compensation?

Customer service with US Airways has never been great. I worry that American, who merged US Airway, will fall to this lowest denominator of service. We have vowed to never fly US Airways again and won't fly American until we are hearing better feedback. Large, merged companies seldom feel the need to have good customer service.

This guy is like a pit bull and would be a great bouncer, but not a helper. He is poison for US Air, really. When I asked **, the lady checking me in, if she could write down the name of the manager, she said the manager would not come in until 9. I said fine, could she please write down the name of the manager. She said "no" - that she could only verbally give her first name. Really? Is that the policy of the airline?

** should be fired, or moved to another type of job, with less public contact. I think ** may have been trying to protect **, but she was acting unprofessional, and she tried to hide her name badge too when I was speaking with her. How seedy. What an awful experience at 7:30 in the morning! This is the first time we have flown with US Air in some time, we usually do JetBlue. Because of this incident, we will avoid this airline and tell all we know about this nasty incident. He tried to hide now he knew I was taking pics. Finally, he pretended to not speak English, though it was obvious we were gringos, and he finally spoke perfect English. A lot of human baggage here. Bad customer service all around.

We later found that this woman was flying directly to Charlotte so she picked up her bags and did not file a complaint regarding mislabeling because Her bags were present. My fiance's bags were labeled with her name with a final destination in Charlotte. My fiance was told that the bags will come in on the next available flight from Charlotte at 8:00 PM and he arrived at 2:47 PM. He was scheduled to travel from Tallahassee to Valdosta to speak at a church there however he had to stay to await his bag. He later called to let me know what had happened and I quickly called US air regarding the delayed baggage which was no easy feat. Of course this was close to 8 PM, because my fiance did not want me to worry, and the representative told me that there was no file number or complaint regarding the delayed baggage and also that the bags are still in Charlotte.

He assured me that the bags will be delivered to my fiance's hotel the next day which is March 15, 2015. It is now around 11:00 AM and I call to find out The status of the bag. A representative named ** was very nonchalant and Insensitive. He explained to me that the bags will probably newly tag which means that they have a new number which was never uploaded into the system for tracking. I asked if The airline is tracking a bag wouldn't you want the most updated numbers in the system? He responded "well mistakes happen so these things happen" with a heavy sigh and that "sometimes people in Charlotte don't do the things that they ought to do" my response was wow!

Here, my fiance is completely inconvenienced and he had to purchase two new suits which takes out of his budget and he does not make a lot of money, and The response given by the company's representative was well mistakes happen and they don't do what they ought to do. How inconsiderate can a company be? The representative sent emails to both Charlotte and Tallahassee asking them to locate the bags. Emails, not a phone call! When I asked what is the phone number so that I may call directly, he responded "they don't have a phone number" I repeated it twice just to be sure and he said it again. He explained that he sent an email and we must wait until they contact us.

We are still waiting, there's nothing on the web stating that they have found his bags or anything for that matter. I am truly disgusted that they would not make that extra effort to help a passenger especially one who is handicapped and especially since it was their error. By the way, the woman who paid for the baggage... we made sure that they refunded the money to her card. This was suggested by my fiance not the company! Just to be clear! Think twice before flying USAir they are inconsiderate, rude, and unprofessional. Hopefully American Airlines will do them some good after the merger. Still waiting... Day 1.

When we landed, the flight attendants told us to run and try to make our flight, and leave the bags behind. We ran as fast as we could with heavy bags and all, but still couldn't make it. (Only 5 minutes late). The plane was just sitting there on the tarmac & clearly could have boarded passengers. There were over 40+ people that couldn't board a plane that was just sitting there with the jet bridge clearly still connected. What?

Then they gave some people refunds, some people no refund (totally unethical), and per their policy, which clearly states they will provide a hotel room and transportation, they clearly violated their policy & refused to give anyone hotels. When I tried to speak with someone about this, they treated me like an animal & a lot of attitude. Despite my wallet having been stolen, leaving me with no method of payment, they still cancelled my ticket and said that there's nothing they will do. They just left me stranded.

I guess they expected me to walk home from Phoenix to Los Angeles? They treat people like animals. It's horrendous. To top it off, when I asked for my bag back, since they left me stranded, one gentleman working for the airline said not to worry, he would get it for me but just completely walked away never to be seen again.

Worse when purchase ticket week before, couldn't get operator on phone to use credit on files because cold front was blowing through eastern US. Couldn't get person on phone -AA phone line just hang up. So purchase ticket online because flights filling up with spring break. Can't get reservations on phone so unable to use credit. Won't credit after either. Today turned away 1/2 hour before the flight was taking off. I have been crying all day laying in bed hurting myself. I hate American Airlines so much now. I am going to spread as much bad publicity on AA as I can. WORST AIRLINE EVER. I HOPE YOU GO BANKRUPT. I WILL SPREAD MESSAGE. WORST EXPERIENCE EVER. YOU TOTALLY SUCK and you ruined my life.

We chose to wait with our small children because we had a connecting flight. Then we overheard a flight attendant tell another passenger it would be optimistic to leave it in the next two hours. No offering of a drink... Nothing. There was no courtesy. No one even said "hello" when we got on the flight or "goodbye" when we got off of the flight. To be quite honest everyone on your airway seemed miserable. Then we were told again "it is now another chance to get off this aircraft you will not be able to get off again." We still don't know if we're flying. We chose to get off the aircraft.

We waited in another long the line to book another flight. We then asked for our bags and were told we could not receive our bags. We and other passengers explained multiple times that it's our right to have our baggage. Then, member of the staff that put the luggage on to the plane reiterated that they were not going to get any luggage off the plane. Then, they, not other staff members were the only ones to know that the plane was going to leave in a few minutes! They let us all back on. No apologies, no customer service.

The plane was dirty. Also, one bathroom had no light bulb and we were told we could not use it. Do you think that while we waited 4 hrs you could replace a light bulb? Then, passengers were treated like children with the flight attendants coming on several times threatening passengers had stood up when they were told not to pointing them out and embarrassing them. "You know that the pilot is going to have to circle the airport due to you standing up!" It was an embarrassment.

We then proceeded to get off your overpriced, dirty, aircraft with rude, disgusting staff, and were never told where any connecting flights were. We also were refused to be given out stroller again. It is so relevant to know that when we heard of a few inches of snow, we tried to reschedule and my husband was on hold for 6, yes 6 hours. You are a disgrace. ** you.

When I asked to speak with another supervisor I was brusquely informed no one else could help me. I then went to customer service where an attempt was made to assist me but I was again told nothing else could be done. I filed a missing luggage form at my destination on arrival. I was never given a phone call or text updating my complaint. I checked with customer service at the airport on departure and again on arrival at my home airport. Nothing. But the story gets even more bizarre. A very resourceful agent in Pittsburgh actually located my bag and notified me. I called and was told by another helpful agent that my bag was there and would be sent on a priority basis to Phoenix and would be delivered to my home.

I waited but heard nothing. I called the central delayed baggage line and updated my information and was told the bag had been sent. Still nothing. I finally went to the missing luggage department at the Phoenix airport. The luggage could not be found. So now US Airways has lost my luggage not once but twice. I called the Pittsburgh agent again and was told that the bag was sent. This level of incompetency is really beyond belief. I rarely fly on US Airways and this incident will only reinforce that decision in the future.

It is a week later, still no e mails. I called US Air again, and GUESS WHAT... "call back later." I am on hold with American at this moment, she cannot get through to US Air either. It's been about 35 minutes so far. OH, and she cannot find my friend's booked ticket. (I do have conf #s) I will never fly US Air again, SOUTHWEST HERE I COME.

At approximately 9 pm everyone was on the plane and we were about to leave but after 30 minutes waiting in the plane because they "had a problem" they told us "Everyone out of the plane we're not leaving anymore, the plane has a problem so the flight is cancelled," it was 9.30 and I went back to the customer service, back in the long line. I met this mom, and we went to the office together to ask for a new ticket from Philadelphia to NYC, and the man said "no more flight till tomorrow 10 pm, you can go to the hotel for the night." I told him "But I'm alone, I don't know anyone here and I'm 16," and he said "I don't care, just stay in the airport, bye." What kind of people is that?!

Finally I stayed at the hotel with the family I met in line, and the day after we took the train for NYC but before that, I went back to the airport at 6 AM to get my suitcase and US airway, they told me "the suitcase is already in NY." I was really mad but the worst is, when I came in NY in the airport the same day at 9 PM (15 hours later) the guy from US airways told me "Sorry your suitcase is still in Philadelphia." STILL IN PHILADELPHIA? Today, I came back from NYC to Austin, and when I went to print my ticket that I bought a few weeks ago, the guy from US airways told me "Your ticket has been put on refund, you have to buy another one, it's gonna be $900." I thought that wasn't real, I've never asked for a refund and they made me buy another ticket, "fortunately" he found one $400, but I think that is totally unfair. You honestly shouldn't fly with them. Sorry for the long text, I just want to show how bad they were.

To my recent issue, I booked a flight from Dallas to Phx to depart on Feb 28th, one way. I didn't purchase a changeable ticket because I purchased the ticket just a few days prior to departure and my meeting was confirmed. The day before my departure, I received an email from the person I was meeting asking to change the meeting because his mother was in hospice and he had just received a call with expectations she was about to pass.

After receiving news of the change, I knew immediately I'd be out a change fee with US Airways as they work with archaic business practices. I went online to see about changing my ticket. When doing so, I had hoped US Airways would let me know the costs of making changes but nowhere on the site did it tell me this info prior to confirming I wanted to cancel the flight. After trying this on three separate occasions thinking any reasonable company would provide such information, I could not find the information. I decided to not cancel my flight at the time but instead plan to change the flight as soon as I knew my next flight.

On March 9, I went on the US Airways website to locate my flight. I was able to do so and saw the flight had been voided. There was a disclaimer that to change the flight required my calling US Airways to do so. I called. The first customer representative was cordial as was I. I provided the info required after navigating the horrible call interface to get to the representative. She promptly informed that my flight had been voided and I could not make any changes. Obviously, I was shocked. They've gone so far to make a policy whereby they do not provide necessary information for a customer to make a decision and then just cancel the ticket and keep the money. The representative said they'd check to see if the ticket could be reinstated. She put me on hold where I waited for approximately 30 min. After my long wait, I was disconnected.

I called back to the less than spectacular phone user interface to arrive at another customer service representative. I shared my story again along with sharing I was very upset. She read through the brief history and quickly shared the prior representative had spoken to a supervisor whereby the supervisor had decided to not allow my ticket to be reinstated - otherwise, my ticket and the $500 was gone. I am astonished. The audacity and arrogance of a company such as this is appalling. What recourse do I have? I quite sure they have T&C's somewhere explaining this in some way but since I'm not buying a house, I didn't read the materials or pay an attorney to read it for me. Obviously, I'm dumbfounded... I just paid US Airways $500 and got nothing for it. Of course, it's quite obvious I'll never fly the airline again, which is a shame as my company spends in excess of $30k per year in airline tickets.

Oh yeah, I forgot to mention that the representative said that I could connect with their customer relations group. I asked for the phone number... she commented 'Oh, you can't call them. You have to go online and fill out a form.' WOW... Unbelievable! This company only survives due to sheer mass as they are completely incompetent in establishing customer services policies that actually add value to a customer. Instead, they limit their risk and liability behind T&C's to drive any way possible to keep customer's money. We wonder why our populace is so disenfranchised.

This airline was completely unorganized, rude, and has no integrity. They lied to us when they knew the flight had been overbooked already but still took our luggage and our money for the luggage. The CEO of this company should be absolutely ashamed of themselves for having this kind of business. They are a worthless airline if you ask me and none of their staff was even half-willing to provide us with a better solution.

Then the flight to New York was boarded, don't know why we went to New York to go to Chicago, but we did. American Airlines then had to de-ice the wings, now being from Minnesota originally; I am use to de-icing. However why they did not do this prior to boarding is beyond me as this plane was parked overnight at the terminal. Because of this delay, we were late to New York by 30 mins and missed our connector. Now at this point we deplaned and once again, no American rep to guide us what to do or where to go. Only 2 agents in all of terminal 3. The plane from Dallas to New York had at least 12 employees in it and one had one powder on her nose. I can only guess what that was.

I find it amazing that with 40 people waiting on standby, that American allows their employees to take up extra seats. We had to call the 800 number and after dealing with several rude people, finally got a boarding pass for the next day, this is now 3 days to get to Chicago for a 4-hr flight. After arriving home, I called American Airlines to show my utter disgust with their company, to just fall on deaf ears. Also attempted to get my 65 bucks back from overpaid luggage and they said that the desk in Dallas should have done that and nothing they can do.

Here is how I felt while dealing with American airlines: They just want to get you out of their airport to next one so they don't have to deal with you even if that is further away from your destination. Rude employees and allow employees to self-book flight and allow people to be stranded days. In all appearance, allow employees to use drugs with little or no testing. Like I said, the one lady riding Dallas to New York at 6:55 am on Mar. 1, 2015 had white power on her nose and by all appearances looked like cocaine and was real buddy-buddy with pilot which scares the crap out of me, thinking that possibly more than just the crew could be doing drugs. I seriously hope American airlines has a drug testing program.

Overpaid baggage and nobody takes ownership and just pushes you along to next person. Sent us from one bad weather location right into another. Limited staff and entire trip felt like employees just wanted to pass you off to someone else. Have multiple examples of this. Standby list is a joke, every flight I saw 4 people taken standby and none was by the list order. Everything American does is through its 800 number which had an average wait time of 30 mins and often was disconnected and just transferred when an agent would get on. No information or compensation for their mismanagement of airlines.

This is by far the worst experience I have ever had with any business. Also this is first time I have ever written a review on a company and I waited a week to write this to allow a cool-off period. I hope that the merger with US Airway fixes the obvious horrible management model this company practices. Also because American was unwilling to refund my 65 USD, I had to dispute the charges on my card. Worst company ever. Avoid at all costs, they will screw you over and ruin your travel plans and have no care about you whatsoever.

I contacted Paypal immediately and they assured me that this was typical and a ticket confirmation email would be sent to me within 24 hours. Hm, how strange 24 hours later and no confirmation email so I figured I'd get in touch with US Airways. After explaining my situation they were able to confirm that a ticket had not been booked on the flight I attempted to book, but they were able to track my paypal payment. They said they were in the process of receiving it and that a ticket would surely generate in 24 to 48 hours. I let them know how confusing this was to their customers purchasing tickets with paypal, they agreed, and we said our goodbyes.

Approximately 60 hours later and no signs of any confirmation emails, hmph. I had been in contact with Paypal and they informed me there wasn't much they could do, the payment was in the hands of US Airways now and they would need to be the ones to issue a refund. I spent over three hours on hold with US Airways at different times throughout the day, hoping that someone would finally pick up the phone. Eventually, in fear I would use up all of my monthly allotted cell phone minutes, I found a website where you leave your phone number and a customer service representative calls you when it is your turn.

When I received the call I asked to speak to a supervisor. After explaining my story to her, I knew I was doomed. This woman oh, boy this woman did not know what Paypal is. She asked me multiple times "What is Paypal? Is that a bank?" Feeling my blood boiling I asked to speak to someone who knew what Paypal is. After a brief hold she told me no one around knew much about Paypal and I would have to call back the following day.

Feeling so powerless, I called Paypal in one last desperate attempt. I explained to the woman on the phone my situation in near tears and told her something needs to be done today, she simply said "Alright, I'll send a courtesy email on your behalf and if US Airways has not received the funds we will issue a refund, this will take 24 to 48 hours." What. Why had this not been brought up before? Why did I suffer through misleading information from both parties (US Airways and Paypal) when this was all the truly needed to be done? Finally, the companies were getting in touch with each other instead of me playing the useless messenger and sure enough, the funds were back in my Paypal account 48 hours later. Hallelujah.

When in a situation where companies make you play the 24 to 48 hours waiting game, it's best just to call their bluff right there and command a refund or whatever it may be right then. When you are in a situation where you are being told from one company to call the other company and the same thing from that company try to get the companies to contact each other. I must say Paypal's customer service is superb in comparison to US Airways. It is a shame that US Airways offers the ability to pay with PayPal when so few of their employees are familiar with it. I hope my next experience with US Airways is up to my standards, that is if I decide to have another one.

Tried to reply to their response from customer relations as their response was not satisfactory... you guessed it - my response went to a mailbox no one reads. They direct you to another web site, which starts you at the beginning of the vicious circle. I will never fly this tin can airline again. Their customer service and attention to detail when they drop the ball is worthless. I would encourage any person looking for flights to book any airline other than US Air regardless of price. This trip cost me double to get home. If US Air wants to call me, they have my number, but my guess is that no one there has the desire to fix this problem. Take your air mile and stuff them. Delta is my new airline of choice until they prove worthless like us air.

Your planes also had prob on 3/2 and 3/3/15 according to passengers and airport personnel. I would appreciate a refund, and why was I charged $512 + a ticket change of $200? I could not leave with my daughter in the hospital, wilcox memorial, dr. ** DID surgery on ** if you would like to verify, which I told ** when I cancelled my 2/25/15 return. I do want to advise that although my return was a stressful disaster, my initial trip was a pleasant one. As I do not fly very much, a refund is appreciated. Thank you for your time and I await your response.

American Airlines lied to me to get me moved along and now they say it was a single employed mistake and they will not be responsible for their mistake. American Airlines does not care for their customers and will say whatever they can to move you along. This has been a nightmare. They lost everything I own and could care less. I advise everyone to avoid American Airlines at all cost. Plus the central baggage number will hang up on you every time you call so you lose interest in finding your bag. This is a shady tactic and I believe someone should regulate the way they do business.

We continued through security and actually made it to our gate that AA had overbooked to find out this is standard procedure on every flight and really just wanted to bump someone off. We waited at the airport for over 7 hours to be put on a standby flight. Of course all the flights were overbooked so no availability. After waiting for 7 hours and dealing with their attendants that were rude every time we pressed them for information about impending flights. The attendant told me that we would not be getting on a standby flight until at least Wednesday....this was Sunday and both flights the next morning had already been canceled.

Again rude, rude and rude and I work in the service industry and understand how important customer service is. I immediately logined into Delta and they had 2 flights. My husband and I went downstairs to the Delta counter. The attendant immediately issued us tickets and checked us in for the flight early the next morning. She apologized for AA airlines lack of customer services skills (apparently this wasn’t the first time).

On my arrival home I called AA to see about getting any kind of refund. At first I was told that since our bags were checked that we would at least get one refund but I would need to call US Airlines about my husband ticket since his was issued through them originally. I did and they were rude and rude. They hollered at me on the phone and told me we would not receive a refund because we didn’t check in. I believe the agent wouldn’t check us in but checked in our bags. She said that we should be at the airport 1 1/2 hours before flight time and no refund was due. I then told her that AA was issuing us a refund and she put me on hold forever. She came back and said they were not refunding us.

I asked to speak to a supervisor. Again put on hold and a woman came on the phone, she sounded weary from talking to complaining customers. I could tell she was burned out and told me she would send my complaint up the ladder to "Corporate". Later that night I received the no response email that your request from AA and US Airways was denied.

I will never take another flight even if I have to pay additionally for my ticket. I have never met anyone in the customer service industry from the front counter attendant, the gate check in attendant and the customer service reps on the phone that were so rude and unhelpful. However I understand why they are so rude for one their employer doesn't care about their customers nor their employees. Because of their unethical behavior their employees are left to dissatisfied and discontented customers attitudes. They get the wrath from the customers that the President and Officers of the company should receive on a daily basis. I will make sure that anyone I come into contact with is aware of their dealings and I will not be doing business with them ever again. It only takes one time for me to get a bad taste about an unethical company. Travelers Beware!!

I called American Airlines after I flew back to Dallas asking for a full refund on the $80 "award processing" fee I had been charged. The agent I spoke to on the phone (after a 1-hour wait) proceeded to transfer me to a reservations agent (which took another hour) who said there was no record of the $80 charge because they had "purged" their records. She suggested I call back once the transaction had posted on my credit card, I explained to her that I had already been charged, she said once I found the transaction #, they could refund it. Due to another snow storm, I was unable to call back into the call center and talk to a real person, again the IVR hung up on me. I sent an email to the customer relations team hoping to get my issue resolved. The response I got was unacceptable:

"Thank you for contacting AAdvantage Customer Service. We apologize for the long delay you experienced while trying to reach our Reservations department. During lengthy delays, we offer a 'virtual hold' option to our customers to reduce the time spent on the phone and we are glad to see you were able to use this feature in the end. Please note you may reach also reach out through our Social Media team @AmericanAir if you prefer as well. We are sorry that you were unable to travel on your award ticket as planned. It is unfortunate that circumstances beyond your control kept you from travelling, especially since you had already paid an award service charge in order to redeem your miles. I regret having to inform you that award service charges are not refundable, even in the circumstances you describe. Please understand that these costs are incurred when awards are claimed, rather than when (or if!) they are travelled on.

In regards to the reinstatement of your award ticket, we understand your dissatisfaction with having to pay $150 to reinstate mileage from your AAdvantage award ticket. When reservations is not used to re-book and re-accommodate your travel and other alternatives are used, we cannot reinstate the award ticket back to your AAdvantager account without charging the reinstatement fee. Weather conditions does not constitute reinstating the award ticket when the process for reaccommodating your travel by the airline is available. While nobody enjoys paying for this service, they are standard in the industry, and ours are competitive. Members who wish to make confirmed routing changes to the origin or destination of their MileSAAverSM Economy Class award tickets are charged $150. Thank you for giving me the opportunity to address your concerns.

If you have any further questions, please feel free to call AAdvantage Customer Service directly. To reach us in the United States or Canada, dial 1-800-882-8880 and say 'AAdvantage Account Service' at the Main Menu. Our office hours are Monday through Friday, 9:00 am to 5:30 pm Central time. (Outside the U.S. or Canada, please visit www.aa.com/phones to find the telephone number for your local office.) As always, thank you for your participation in the AAdvantage program! We appreciate your business."

This level of customer service is absolutely atrocious and extremely misleading to the consumer. Right after I booked my award ticket, I had actually called in to make sure if my flight was cancelled due to inclement weather, I would get a full refund. The agent assured me when a flight gets cancelled, your miles get reinstated and you get the refund on award processing fees. This issue has been a huge waste of my time thanks to American's inefficiency, I was mislead (or lied to) on numerous occasions. The customer relations team did nothing to resolve this issue.

Secondly, from my knowledge if a connecting flight is to CHANGE, it is to be announced during the flight leading to the changed connection flight. Well my flight was only 45 mins.. in which I stayed awake and music free and failed to hear any announcement regarding a change in connecting flights during the flight I was currently in.. I got off that flight, and waited, patiently for my connecting flight to come, along w/ a group of 9 other individuals... Only to find out that the flight had been changed and it had already took off.. Now upon receiving this information, my fury began to rise, so I quickly walked to the customer service desk request assistance, along with the OTHER 9 individuals who had missed the flight.

I was then told that it was MY FAULT for not checking the flight boards prior to waiting for my connecting flight. There are two problems here: It was my 1st time flying... Is there a flight handbook out there that expresses the need to check flight boards upon waiting for your flight? Because I was not provided w/ this information. So it was ALL 10 of our faults for not checking YOUR board for YOUR decision to change the flight? I got my ticket, and my ticket says go here... I'm going there... UNLESS I AM CLEARLY DIRECTED ELSE WISE. I at no time was provided information that my plane was going to change.. so I missed my flight.. which so happened to be the last flight available that night...

Now a number of things are going through my head at this point: I HAVE A JOB INTERVIEW @ 9AM IN MODESTO CA, I am currently stuck in PHOENIX, AZ!!! I ask the customer service rep for guidance - who then explained that I would need to buy a NEW TICKET to return home. Now the fury is fuming. I'm not paying for **. This is YOUR mistake. They listened, thankfully, and decided to DISCOUNT my ticket. I took it. From there I was then explained that there will be NO FLIGHTS to OAKLAND, CA where my luggage had inadvertently been sent to. Therefore I would need to fly into a DIFFERENT airport and DRIVE to Oakland airport to retrieve my luggage. Not Cool.

Lastly, by this time, it's around 11pm at night - I'm tired, I want to lay down, I'm irritated and I want to throw something, so I ask for a hotel voucher per my father's instructions who was a past employee of South West Airlines (my go to for flights now) which I did and was brutally declined saying that they do not provide hotel vouchers and that it would be my own expense. All in All - this was by far the most awful experience I have EVER had with ANY establishment in my entire life of existence!

Us Airways/American Airways - unfortunately for you, I am a county employee and frequently work in all 58 of CA's counties - I have made sure to fully express how AWFUL US Airways is and make sure that none of the plus thousands of county employees fly US - for they will have the MOST AWFUL experience ever that cannot even be made right by the entity in the wrong. It's a sad thing, but its OK, I am happy to fly South West, they really know how to treat their CUSTOMERS with respect and dignity, unlike US Airways. You should feel ashamed for even using our beautiful country's name in your organization's title. There is NOTHING US or AMERICAN about US Airways, except that they are greedy hungry bastards who take no account for their own mistakes... PATHETIC...

When I attempted to do my on-line check in after 9:30 am March 1st I realized my departure time had changed to 10:46 am with no notification from AA. So now, not only would I have to hang out much longer than anticipated at the airport, my connection time shrank considerably. Meanwhile my friend flying Southwest had no changes. When I did do my on-line check in I saw I could upgrade to First Class for an additional $43.00 so I took that option because I was afraid my one bag would be over 50 pounds and was actually planning to ship some stuff home via the USPO because of it. Normally I ALWAYS take a carry-on bag in case there are any problems, but since the weather was cooperating both in Dallas and Indianapolis I threw caution to the wind and checked my carry-on. After all, it would feel good not to have to drag it all over the airport. Well, that was a BIG mistake.

I arrived in Dallas to find my connecting flight was delayed. No big deal. At least I didn't miss it! After several more delays we were finally notified the flight was cancelled due to mechanical issues. Well crap! No carry-on bag but I had at least had the foresight to bring my quart-sized baggie with shampoo, conditioner, face wash, other creams, and foundation. Plus I had a spare dose of Benadryl which I needed for my chronic hive condition. However, I didn't have my cholesterol, antidepressant, or thyroid medicine because I had only brought enough for the length of my vacation.

We were told to get in line at the AA Customer Service counter to obtain vouchers and to make new flight arrangements. Since I had a number on my cell phone to call for assistance and thinking surely there were more flights available to Indy that day, I found a place to recharge my phone and decided to make that call before getting in line for vouchers. Unfortunately the first flight available wasn't until 8:51am Tues morning. It was Flight #2334 from Dallas to Chicago, then Flight #3008 from Chicago to Indy. I would be home by 3:56pm so I was okay with it.

When I finally found the AA Customer Service counter to get my food and hotel vouchers I was astounded at both the length of the line and the fact there was only ONE agent helping to assist all these displaced customers. I waited two hours in that line to get my vouchers! Then they had no toothbrush or paste to offer me. In addition, the agent said the Days Inn I would be staying at had no restaurant so I would have to get something from the airport before going. I only got one voucher for food, so unless I wanted to eat a bunch of junk I was going to have to spend extra money on some bottled water and a bedtime snack. She said the shuttle would be here in 30 minutes so I hurried off to buy a toothbrush and paste, bottled water, a candy bar and then my meal to take to the hotel with me. After getting outside I waited an additional 45 minutes for the shuttle.

Still, I was okay. Big sigh. I would be flying out at 8:15am and be home by 3:56pm Tuesday. (My experience at the hotel is a whole other complaint). Shortly after getting settled into the hotel with my few belongings and no PJ's I received an automated call on my cell phone from AA saying my Chicago flight was cancelled. The mechanical lady went on to give me my new flight details. I had to hit the repeat button several times to get the information written down correctly. Okay, so my flight time had changed from 8:30am to 10:30am. But now I was being routed thru JFK in New York! In addition, based on the times I was given, I had less than 40 minutes to make my connecting flight! I had never been in JFK so I tried to find a map of the terminal on my cell phone but couldn't find anything helpful. Based on this scenario I would be in Indy at 6:04pm Tuesday.

When I checked in at the airport Tuesday the 3rd, I expressed my concern about the short time between flights in JFK. The agent tersely stated that it was a valid connection with no offer to find something better. She acted like I had slapped her in the face by voicing my concern. In my head I'm thinking, "Okay, surely they wouldn't book me this way if they didn't think I could make the connecting flight" and let it go. After getting some breakfast for which I had no voucher I made my way to the terminal for flight #64 to JFK.

The plane arrived in plenty of time for us to board and take off on time. However, they wouldn't let us board stating there were some seats that needed fixed. Great. We finally departed at about 11:10am. There went my 40 minute layover time. By this time I have acquired a sore throat, severe headache and bilateral ear pain. In short, I was getting sick. The flight was crowded and terribly uncomfortable. We didn't arrive and taxi in to the JFK terminal until 3:30pm, the exact time my connecting flight was scheduled to depart. I was praying that my connecting flight was delayed for some reason (why not? All my other flights had been delayed!) I was told my connecting flight was in terminal 32H.

I tried frantically to find a decent map of the JFK airport in the mix of magazines and crap located in the pouch in front of me to no avail. Since they seated me toward the rear of the plane it took forever to get out. As soon as I got out I asked an agent if they could check to see if my connecting flight was still here and how far 32H was from this terminal. They seemed to delight in telling me that I'd never make it because it was CLEAR over there and they had already closed the door. You'd think they could do SOMETHING to help me make that flight but they didn't seem to care one bit.

By this point I was beyond frustrated. I was truly fighting tears and felt sicker than a dog. I went to the ticketing/service area to obtain yet another new flight schedule. The agent was clicking away forever and finally came up with a few flights leaving on the 4th from LaGuardia that each had connecting flights. I was done with connecting flights! I asked about direct flights and he started clicking away again and found a direct flight leaving at 8pm on the 4th. What??? I then inquired about vouchers for food, taxis and lodging. He said he couldn't authorized those because my issue was weather related. Okay, THIS WAS WHEN I LOST IT.

I raised my voice to him, enunciating each word very clearly the reason we were given for the delay, and it was NOT weather related. He immediately got defensive and said he was not going to argue with me, and that there was nothing he could do for me except issue new tickets. I then demanded to see his manager or supervisor. By this time I was in panic mode. Fortunately he quickly delivered me to someone else. I explained my situation, telling her I couldn't understand why so many other flights could make it to Indy, yet AA couldn't deliver. I told her my friend, who took Southwest, was already home in Indianapolis with just a slight delay with her connecting flight departing for Indianapolis.

Her terse reply was, "We strive for safety at AA". My response was, "You need to be striving for customer service too or you won't have to worry about safety!" I know I gave her a look that would have scared Satan. She then started clicking away at the computer while I stood there fighting tears, shaking like a leaf, and feeling like I was going to faint at any time. She then came up with a novel plan; put me on a Delta flight and take me out of my AA nightmare...thank God! She found a direct flight to Indy on Delta leaving from LaGuardia at 5:53 that day. She even issued me a voucher for the taxi fare to get me to LaGuardia. As it was already 4pm she got on the phone and got me a taxi right away. I thanked her and ran out to wait for my cab.

My Delta flight was delayed due to the weather and de-icing and didn't leave the terminal until about 11:30pm, but I never once feared that they would abandon us and leave us stranded. They kept us informed and kept apologizing for the delay, but seemed as determined as us passengers to get to Indy. After this experience I will NEVER fly with American Airlines again!

At this time of evening all of the restaurants were closing and there wasn't anything available for the passengers. Not even a food voucher for the next day since we all had to spend the night. When I asked about lodging accommodations the agent said "Good Luck. All nearby hotels are filled to capacity." (haha) The music at LAX was blaring loudly and the cold air was blowing on us and we were forced to endure the conditions that we were trapped in. A few carts and thin blankets were given to some passengers.

I later received an email that said "Good News. Your flight has been rescheduled for the next day at the same time." Are you freaking kidding me!!! Wow I can't begin to imagine how lucky I am. It was impossible to get any rest because of the poor conditions. So the next day I tried to remain as calm as possible while watching other passengers endure the same ugliness and rudeness from the ticketing agents. Finally an agent announced in a very low voice that there was a flight scheduled at 2:30 PM on Saturday, February 28 to Austin Flight 1188 so I asked the agent if they could book me on that flight? In very limited verbal communication the agent made the attempt to book me and was successful.

Well I am finally booked to go home after being without rest for over 36 hours. I am on my way home. Bottom line is that I would appreciate someone acknowledging that I paid my money to be transported comfortably from point A to point B in a timely fashion. I believe that American Airlines should make an effort to compensate their customers for being inconsiderate in handling this horrific experience in such an uncaring way.The information that I have submitted is not in its entirety because of the need to be concise, but based on some of the facts for this trip.

I paid American Airlines to provide me with transportation from one destination to another in a professional and caring manner. With American Airlines being such a large organization you would think that they would know how to treat their customers. I do expect to receive a personal apology regarding this experience. This letter is an opportunity to recognize the error and to rectify my unfortunate experience.

I rushed to the Pensacola International Airport and had the unfortunate luck to be helped by ** at the U.S Airways counter in Pensacola who informed me that I had no reservation under my name to this earlier flight, which was already fully booked. In the 7 long minutes it took her to place me on standby, I overheard a lady right next to me receive a ticket for that very flight that was already booked. Politely, just out of curiosity, I asked ** if the lady was able to get the very last seat to the booked Charlotte flight, in which ** nastily responded, "First of all, that conversation was not meant for you, and you were not here this entire time to know what happened so don't make judgments, she had to come back multiple times in order to make that flight."

I asked an innocent question and she responded so insultingly. **, your job is related to customer service, please have more class when dealing with your customers instead of attacking them when asked a simple question. U.S Airlines really doesn't seem to care that they hire such rude agents. I will not be flying with this airline again. (Not just because of the poor service I received but also because of the flight cancellation and multiple delays of another flight I was put on. And $120 baggage fees I paid for 2 checked bags roundtrip.)

During the flight, the staff could not tell me anything about my connecting flight or what gate I need to go to. After running across the airport, I arrived 3 minutes late and the staff then told me to "keep running, maybe you'll catch it" as they continued to laugh at my situation. After waiting in line with customer service, I was rerouted to an airport 3 hours away from my house, to Philadelphia, PA on US Airways flight #1796. Other than that, I would have to wait two days before they could fly my family and I into the airport which we left from, and that no hotels were available in Charlotte due to a collegiate sports event. Of course I had to take this option to Philadelphia and had to rent a car at my own expense.

After waiting for an hour for luggage to trickle into baggage claim in Philadelphia, it took another 45 minutes for all luggage to come off the plane. At this point, I could not find my luggage. After inquiring about this, I was told that my bags were tagged to be rerouted with me, however they were not placed onto the plane, but it would be at my original airport in Salisbury, MD by 9:45 am. By this time, it was 2:00 am and with a 4-year old with me, what else could I do? I then had to obtain my rental car and drive the three hours home. When I returned my rental car at Salisbury Airport, I inquired about our luggage, only to find out that it never left Philadelphia Airport and that it may come in later in the evening.

After waiting for an additional three hours and after talking to US Airways staff, who kept encouraging me that my luggage would arrive soon, I found out by looking online that all flights were cancelled into Salisbury Airport for the evening due to the weather. I questioned the supervisor at US Airways about this, she continued to tell me that she had no idea about the cancellation, only to hear someone else tell her "I told you about this an hour ago". In all, it has been over 24 hours since I've seen my luggage and have had no successful communication from US Airways concerning this incident or when to expect my items to be returned to me. I have made several attempts to call, however their automated system says "there is an abundance of phone calls, please call again later" and then I am disconnected. I've called 15 times today, all with the same response.

I have made an unnecessary trip to an airport to obtain luggage and am out $200 for rental car expenses. After paying over $3,000 for three coach tickets, this is not the way business should be handled. In my line of work, I would lose business and have to refund money. I can't understand why I'm always told "there's nothing I can do about it" by US Air staff and management and that "I would have to file a claim through consumer affairs." Unfortunately, this same scenario occurred with at least six other passengers on the same flight, all who were at Salisbury Airport discussing this with the manager the same time I was.

I was scheduled to depart on a flight this morning at 7:24 from Albuquerque NM to Washington DC via Dallas. At approximately 12:00AM this morning, I received a robo - call from AA where a recorded voice told me that my flights had been cancelled due to poor weather. The female voice then proceeded to tell me that no agents were available to talk to me, and that if I wanted to reschedule, I would need to call back. I then immediately called AA and received another recorded message telling me how no one could speak with me because of the call volume, but that I had the option to leave my name and number, and someone would contact me, but the wait would be over 2 hours.

Despite the wait, I had no option since it was very important for me to try and get to Washington DC, so I left my name and number and waited. In the meantime, I tried to contact Travelocity since I had booked the reservation through this agency. After a wait of approximately 15 minutes, I was able to talk to one of their agents. It appeared that all flights through Dallas were cancelled and they were unable to try and change my reservation to another airline, recommending that I contact AA directly to see if another airline would be a suitable option. Even though, the agent at Travelocity could not help me, I was at least able to talk to an agent. One can only assume that the agents of Travelocity were also dealing with customers stranded by the weather, but apparently it was the priority of Travelocity to have enough agents available to try and help their customers.

At approximately, 8:00AM, I received a phone call from AA regarding my reservation. THEREFORE 8 HOURS AFTER I RECEIVED A ROBO-CALL FROM AA, I WAS ABLE TO TALK TO AN AGENT. The agents name was Iran **. I was told that all flights were cancelled from Dallas to DC. When I asked whether there were any other connections available, I was told that these flights had all been sold out already. When I inquired about the possibility of other airlines, I was told that AA did have a relationship with both United and Delta, but I was also told that these flights had already been sold out. My only option was to leave on Tuesday March 3, which was not an option since my scheduled return flight was March 3. Therefore, since I had to wait 8 hours to talk to an AA agent, all of my options were given or sold to others.

Interestingly, at 2:00 PM today, I received another robo call from AA telling me that my earlier flight had been cancelled and that if I wanted to talk to an agent, I would need to call back since no one was available to talk to me. So, apparently during the course of the day, you were unable to make more agents available to your customers.

So, my question to you is how do you decide which customers to help in this situation, and how do you decide which customers to put on hold for 8 hours knowing that these customers will have no options left? In addition, since you knew about the weather, why do you have so few agents to help your customers that will need immediate attention? Given your current practices of such poor customer service, do you care about retaining customers, or do you just assume that we will have no other options other than fly with AA?

Just to let you know, I would like for you to understand how this has affected me, though I assume that you do not really care. Obviously, if you did, you would have had more agents available to help and others. The issue is not the weather; the issue is that your customer service was not available, or at least not available to me.

I had a very important yearly meeting in Washington DC (which I had been looking forward to for over six months) starting with a dinner tonight. I was scheduled to participate on a panel discussion on Monday. The fact that I had no options available to me after waiting 8 hours for an AA agent to help me has significantly negatively impacted on me, professionally and financially. Since there is no refund for the conference and since I had pre-registered, I am out the $599 conference fee and a one-night stay at the hotel (24 hour cancellation policy, $329). Behind every cancelled flight, there is a story.

Once again, I understand bad weather. I grew up in the upper Midwest and currently live in Northern New Mexico, and have dealt with poor weather and its implications my entire life. What I have a problem with is your total lack of concern for your customers such that you do not make an agent available for 8 hours, knowing that these customers will have no options. In addition, it is clear that you do help some customers, not just many of them who do not fit your current criteria for immediate assistance. I suggest that you read the book, Customers for Life, by Carl Sewell. Mr. Sewell has built a very successful car business in Texas, understanding the philosophy that any business is built one customer at a time, and the importance of retaining each customer.

I guess the good news is that in Albuquerque there are other options available besides AA.

My husband spent over 50 minutes talking in circles with representatives and their supervisors only to be told that it was no longer in their hands and we would have to try our luck when we got to the airport next day. Of course the 'changed' seat assignment remained in place. We were fortunate to check in with a knowledgeable and service-oriented representative at the gate. His name is Rodrigo **. He did his best to make amends. The second leg of our trip from Miami to Boston was delayed because the pilot had been notified at the last moment that he needed to pick up our flight. He was delayed on his flight into Miami and then they could not find a gate for his flight to move into. We will do everything in our power not to fly AA because they do not have adequate pilot coverage, a good 'computer system' that works logically and fairly, and timely customer communication.

US AIRWAYS simply blames it all on extreme weather! I wish they would be honest with me and just tell me that they don't give a damn about me or my problem. I have loads of dividend miles through the use of my US Airways Dividend Miles MasterCard and wish to book these flights using my frequent flyer miles. It is becoming clearer that US AIRWAYS and possibly Mastercard are conducting a scam to get consumers to use this credit card in pursuance of frequent flyer miles that can never be used. I feel cheated!

So, what am I going to do? First, I am going to buy, with cash, the three tickets that I need to attend my niece's wedding on July 4th FROM ANOTHER AIRLINE. Second, I am going to post this horrible and demeaning experience on my FACEBOOK PAGE and TWITTER and LINKEDIN where I have thousands of connections. My goal is to help others avoid using this airline since it is now clear to me that they DO NOT CARE ABOUT ME!!!

They screwed me (and thousands of others) across this country this past weekend because of weather problems in their hub - DFW. To talk with an AA person at the airport required you to stand in line for 3-5 hours and they might be able to get you on a flight in 1-2 days and maybe they couldn't. So, the message from AA to their passengers - "You are basically hosed and we are not here to help. Wherever we have stranded you good luck, figure something out on your own". That is the message that me and every AA passenger got (that I talked with yesterday). Really poor handling of this situation that I would think American would have perfected by now (this is not the first winter storm to cause havoc on AA or DFW).

Like so many, I finally got home by getting a ticket on Southwest Airlines...who seemed to be having no problems, in the same weather conditions. hhmm. The consequences of the 24 hours of delays (totalling 3 cancelled flights) was: a loss of about $400 (24 hours more of travel expenses); a loss of a full day of my personal time (weekend), reschedule appointments, plans, etc; 24 hours of nothing but frustration as I attempted in vain to get help from any AA employee, by all channels they provide. I was never able to get help from anyone; $220 for a one-way ticket on Southwest Airlines, so I could finally get home.

Callback a machine called back and asked for a password. ?? No password given during setup. Callback caught me out of the room and you know how fast Verizon goes to voicemail. Callback was a text which popped up and told me I'd missed a call. The next morning -- never received a call at all. But I did receive an official cancellation for the flight.

And later a text with a flight number suggestion that would drop me off at XNA 20 miles out in the hills at night. Sure, after dark driving home on roads after snow and ice for 24 hours. Nope, not for me. But I can't even tell them I do not want that flight. There is no reply to the text. So hours after the cancellation, I am sitting on the couch, reading the cancellations at both airports and listening to the recorded message. 56 minutes and counting. Got the phone plugged into the wall socket. Can't answer any other calls, but hopefully I will get out of Dallas someday! On the other hand, I never got to the airport, so I didn't have to sleep in a chair. American could do better!

Trying to get to Bangor Maine from Mobile, because of a back log, our connecting plane in Pittsburgh was used for another route. This we found out 2 hours before leaving. They got us to Pittsburgh and said we would have to spend the night there, at our cost. They MIGHT get us as far as Boston the next day and then we could rent a car for the rest of the trip. ALL at our expense. But they were not even sure if they could get us as far as Boston. This was all done with their Customer Service 1-800 #.

Coming back was about the same, connecting flight from Charlotte to Mobile had been cancelled. Just cancelled. Was told by the persons at the 1-800 # that they could NOT switch us to a Delta flight. They would refund the cost of the ticket and we could that day try to find a different way home. We had another trip planned on US Air, BUT have cancelled that and are booking with a different airline. It's useless to try and talk to anyone at their 1-800 #. Go in person to the ticket counter and plea your case. That's the only way we made it home!

Here's what happened: We had been stuck in Manchester due to snow and weather for two days. We finally had a flight out, on 2/10/15 (Tuesday) rather than the original date of 2/8/15. I was boarding the flight from Manchester to Philadelphia when I realized that there would not be room available in the overhead bin for my carry-on bag (which had my purse inside). I asked the flight attendant what to do and she pointed at the door exiting the aircraft, I asked again and she pointed again. I spoke and said, "Please use words with me, I do not understand what pointing means, are you going to gate check my bag?"

I exited the plane, along with several people behind me and the attendant outside asked where I was flying. I asked if she was going to gate check my bag and if I could get in in Philadelphia (because my purse, computer and medications were in it). She handed me a claim ticket with PHL written on it and said my bag would be waiting for me there. There were several people behind me and I felt rushed and unable to stop the line to grab anything from the bag. Gate checking is not unusual, but generally we've had to check them before boarding and been given time to grab the necessities out, and the bags are then available on the breezeway after the flight.

After my travel partner and I returned to our seats, we compared claim tickets. We noticed that my travel partner's claim ticket had RDU written on it, while mine had PHI. This was upsetting, so we called the flight attendant, who told us we'd have to talk to the gate agent upon exiting the plane, and my bag would be at the PHI baggage claim. When we exited the plane, we immediately went to the gate agent, explained that we had a connecting flight to catch, but they said they could do nothing, and the bag had to be picked up at the Philadelphia baggage claim. I went alone (trying to run) to baggage claim and waited.

While I was waiting at baggage claim, my travel partner again tried speaking to the gate agent at our connecting flight and they could offer no assistance. I waited at the baggage carousel for 20 minutes and no luggage arrived. I walked to the office at the baggage claim area and was told by yet another US Air agent to be patient and that the bag would come. By this point it was obvious that I would miss my connecting flight, but I could not leave everything that was in that bag (ID, Passport, SS Card, Credit Cards, Cash, 2 computers, medications, Epi-Pen, car and house keys) sitting on a baggage carousel in a foreign city. I told my partner (on the phone) to go ahead and take the flight as we had both missed work due to the blizzard. I assumed that I would have my bag and have to take a later flight. I was angry, but not scared at this point.

After waiting over an hour at the baggage carousel, I approached an agent there again. He looked in the computer and informed me that my bag was en route to RDU. At that point I was scared. I was now stranded in the Philadelphia airport with no money and literally my state ID (which I accidentally had in my pocket) and my cellphone and it was after 8pm. I asked the attendant what to do and he said I would have to go back to ticketing and speak to a ticketing agent. At this point I had not eaten, I was thirsty and I was terrified that I would be sleeping in the airport with literally the clothes on my back. I found the ticket desk and it was closed for the night. I waited until I saw someone in a uniform and asked them for help. After explaining the first part of the story they found me a supervisor, Dale.

Dale was spectacular. He was the first agent that my partner or I had any contact with that was courteous and helpful. Dale was able to get me a hotel for the night and booked on the first flight in the morning. He literally walked me to the hotel (because they wanted a credit card to file for the room and I had nothing). He explained my predicament and asked them for favor on my behalf. Due to his kindness the Marriott staff provided me a fruit tray and coke for the night and allowed me into a room. Dale also provided me with a courtesy bag (toothpaste, comb, deodorant) and breakfast vouchers. In addition, Dale met me at the gate in the morning to ensure I arrived safely. It is my sincere hope that the agency provides commendations and accolades to Dale, he truly was a lifesaver!

The reality is that we cycled through 6 or more attendants before finding Dale, and at the point Dale was able to help; there was little that he could do other than make the experience less frightening. I spent the night in the hotel with no money, no medications and not even a change of underwear or socks. I have Systemic Lupus Erythematosus (SLE) and was exhausted from having to try and run to the baggage claim and walk back to the ticket counter and then the hotel. I had no access to any of my medications (including sleep medication and my Epi-Pen).

I missed another day of work and had to extend my dog sitter. I had to secure and fund transportation from the airport from my connecting flight in the morning as my partner was forced to take his car the night before. My partner was afraid and concerned leaving me as a single female in Philadelphia alone to begin with and he was worried beyond belief when he found out that I did not have my purse or medications. Most importantly I was afraid, alone and totally dependent on the kindness of strangers. This entire experience could have easily been avoided with appropriate assistance and follow-up from any of the six people we spoke with before I found a supervisor. This is not the way to operate a business or retain customers.

American Airlines claim, they cater for their disabled passengers, however they left 10 minutes earlier than the scheduled departure time leaving me stranded at the Airport and then telling me my only option to leave the same day would be for me to purchase another ticket from New York to Dallas, connecting to Orlando, which arrived around midnight. Why was I charged an additional $75 for another ticket (I paid almost $400 for my original ticket) when it was not my fault for leaving me behind even though I made it on time to the gate and did on-line check-in as well. How could this possibly be my fault? I did everything I was required to do and no-one seemed to care or show any concern for my well-being. Can anyone imagine or begin to understand what I endured, both financially and emotionally?

My original flight was supposed to arrive at 6, I also paid the wheelchair assistant $20 because he had to take me all the way back to the front because the attendant at the gate couldn’t wait 1 minute for me to call to organize a ride. So we were forced all the way back to the front desk where I had to do the whole security process again and buy a new ticket, then on the flight to Dallas I was placed in row 26 in a middle seat 4 rows from the last. Why would you seat a Disabled person to the back of the Aircraft, when that person can barely walk and only had 30 minutes between flights? Then, I showed the flight attendant my connecting ticket and she said I would only have about 30 minutes after the plane lands to get to my next terminal.

There is no way for me to get my bag out of the overhead compartment, so I simply asked the Attendant if anyone would be able to assist me with getting it down, she said “Sir we have a full plane, what do you expect me to do? I can’t help you and will not ask any of my passengers to either.” It was very rude and embarrassing; she said it loud enough for almost everyone to hear and the passenger in the row across from me was shaking his head because of her attitude. When the plane landed I knew I was on my own and had to walk out with the crowd so I tried the best that I can to stand up to get my bag without falling because my knees were about to give up on me. When you have a medical disease like MS, it causes your knees to lock and you can easily and quickly fall and immensely hurt yourself.

A very considerate passenger that heard her, got up and asked which bag was mine and pulled it down for me. He even said it was unprofessional and completely disrespectful the way they treated me. Then I was having a hard time pulling my suitcase and walking with a cane through the narrow aisle and another passenger that was sitting next to me actually took the bag and wheeled it out for me, again no help from the staff. There were at least two crew members up at the front looking right at me with no compassion whatsoever. I felt more of a burden to them than a Paying Disabled Passenger, so I get out of the plane and the poor girl rushes me to my gate only to realize the flight did not leave for another hour, so I tipped her $10 also because she rushed me there, afraid again, that they leave me stranded in a strange place with no-one to help me.

Due to all the chaos and hassle that I endured with the flight, I had no ride home and I had to call a taxi which cost me $45 to get home (another additional expense). I am not a wealthy person, barely making ends meet and already paid for my ticket (twice) and feel I was robbed and treated like a piece of trash. I have never been or felt that disrespected in my entire life and will not let it happen again. The amount of pain and aggravation I was forced to endure because American Airlines has no consideration for their disabled passengers is unacceptable and unexplainable.

I have Multiple Sclerosis, the damage in my knees is pretty significant, more so in my left, then with all the stress and now the financial strain, it is very difficult for me to maintain a normal life. I am getting worse because these things and situations affect my medical condition. American Airlines does not care about their disabled passengers, nor respect them. I also purchased GOGO Pass WIFI on the plane so I could send messages to American Airlines. I vented my frustration and was looking for an explanation and to possibly speak with someone when I got home, a flight attendant on the flight that left me behind in New York commented on my post saying “everyone else made it to the flight on time; I don’t see how you couldn’t make it.”

Once again just flat out rude and disrespectful to a Disabled Passenger, photos of the comments will be attached. I was on time, I also did the on-line check-in prior to heading to the Airport, I was waiting for my wheelchair and arrived before the flight was scheduled to depart. He just seemed like a bully like the rest of the American Airlines Staff I have dealt with. I also received a message from American Airlines stating that they want me to go to private message, which I did and I received one response stating they will launch an internal investigation. I have not heard anything from them since.

My Mom and my Aunt have been calling customer service as well as me until I finally received a call from a person named Jana at American Airlines Executive Office. She asked me to explain what happened, but I could tell, she was not really listening to me, she kept saying “sorry to hear and oh, that was not right on our part.” She also kept interrupting me to act like she was showing compassion for my situation, it was a very fake display that I felt was coached or scripted. Then she kept offering me a voucher for the flight I purchased for a total of $75, which does not come near to cover the charges I incurred. In addition to stress, frustration and pain I was forced to deal with because of them. Every time I mentioned another fault of theirs she just kept apologizing and telling me to accept the voucher which I don’t want. I will never travel with them again and the voucher does not even compensate for the way they treated me.

What about my original flight that I paid for ($379)? She, at one time asked “what do you want me to do, refund you all your money? Sir I can’t give you back your money because the plane left and their operation charges like fuel and such.” I completely understand that, so why am I paying fuel charge for a flight I wasn’t even on because they intentionally left me behind? I have written them again on Facebook asking to have someone contact me and have waited over 4 days with no response from anyone.

It doesn’t seem like they care and are just brushing it under the carpet; the wheelchair assistant that picked me up here in Orlando said that American Airlines always messes up with chairs getting people off the plane, which happened to me as well. When I explained my hellish ordeal, he was just as upset as me and said I am not the only one they have done this to. He is right because they did the same thing to my Step Dad’s Mother from Trinidad (twice). She is a sick old lady that was treated like trash as well. I will be providing you with a copy of the response I received from AA on that situation also which is almost identical to what I endured.

Something needs to be done so people don’t have to go through what I did, they charge a premium price and offer a less than reputable service. This is not acceptable, I am very disappointed with the service I received, they had absolutely no concern for me and that makes me feel totally unappreciated. American Airlines state their procedures have been designed to be in full compliance with the US Department of Transportation regulations regarding the accommodation of Customers with Disabilities, but American Airlines have consistently failed to adhere to their own policy causing severe hardship to me and others like myself (see attached letter on how they also treated my Step Dad’s Mother).

Please have some compassion for me and Other Passengers that totally rely and depend on all Airlines for Assistance. I booked my ticket and made sure I requested Wheel Chair Assistance, not because I want to, but because I desperately need help moving around. Thanking you in advance for your attention to this urgent matter, please do not hesitate to contact me, should you have further questions or need clarification on anything documented in this letter.

Below is a copy of the response to my complaint:

"Thanks for contacting Customer Relations. We found that you were in a separate reservation and regret that your family was not seated together. For most flights you may have your choice of a desirable seat when you check in at the airport on the day of departure. As you experienced on your flight, however, there occasionally will be times when your preference is not available even though you arrived at the airport well in advance. To prevent this disappointment in the future, may I suggest you reserve all the seats together when making your reservations. Specific seats may be reserved up to 331 days prior to your travel date. Your reserved seat will be held for you until 30 minutes before the scheduled departure time, at which point it may be reassigned to someone else if you have not yet checked in."

No further comments.

I finally got my bags back by going to TSA and explaining what laziness they had working the counter. The TSA gentleman assisted me with no issues and found someone that is capable of doing their job. I then decided to drive to DFW international to catch my connecting flight where I showed up 2 hrs prior to my connection. I get to the counter again and there is several people working and the one walks away from the counter where there is 50 people standing, waiting patiently for help. I miss my connecting flight by 10 mins, that would have had me home by 5:22 pm. They now place me on a flight that leaves at 5:30 and I don't get to my destination till 9 pm.

Also I had purchased upgraded seats to the front of the plane and on the new flight, I am in the back of the aircraft. It states that I get my first bag free and they were trying to charge me 100 dollars for my bags. Needless to say, this will be my last time flying with American Airlines and soon to be my company's last time using this poor lazy excuse of an airline.

The lady that was helping direct us to the kiosk looked at my passport and then gave us a puzzled look and said that the lady that was checking us in had just gotten in trouble. Now we missed our flight, had to cancel our trip and now fighting with the travel agencies because their cancellation reason was not covered in the terms. Thank you American Airlines for ruining my vacation. I DO NOT RECOMMEND THIS AIRLINE TO ANYONE. WORST EXPERIENCE EVER!

I feel US Airways/American should have reimbursed me for this unplanned expenditure. According to American Airlines Contract of Carriage, "if the delay or cancellation is caused by events within the airlines control, such as mechanical issues, which prevents the passenger from getting to his final destination as expected, American will provide accommodations." This event of malfunctioning equipment is within their airlines control. I asked for the room rate of $483.90 only, not any meals or transportation costs. I was denied and send a voucher for $100 for a future ticket on America, like I want to fly them again. Hardly just. I travel often and am a dividend miles holder. If at all possible I won't be flying this merged company again, they've certainly lost their place as my "go to" airline.

5 hours into flight no more food to offer, no wine, no booze except scotch as all out of everything and was without food for 6 more hours. The captain spoke before takeoff and again about 30 minutes before landing. There was not any remorse about anything the whole flight. This must be normal for AA on normal basis!! I paid 2300+ for this flight and was not offered even a pinch of peanuts. This flight was unsafe with zero means of communication from passengers. Thank goodness it didn't get dark outside as no lights!!! How is an airplane allowed to fly with all the broken problems?? I dread flying back to mainland!!!

Fast forward a week. I have been trying to get back to Boston since Friday. My flight Friday got cancelled due to weather. Fine. I can understand that. I rescheduled for Sunday morning. I wait at the airport for 3 hours Sunday and they keep telling us our flight will take off but they are having maintenance issues. My connecting flight leaves at 3pm and they tell us that the plane is delayed until 4:30pm and all other flights are fully booked. I decide to call customer service to rebook and the wait time is over 2 hours.

I decide to leave the airport but had to wait for my checked bag for over an hour and a half. I finally get a hold of reservations to rebook my flight and they tell me they can get me back but instead of a direct flight I have to connect with 3 flights. Ridiculous. I choose this option because I must get back because I am deploying Tuesday (tomorrow). Well it is 2:15 pm and I have been sitting in the Chicago airport and my flight has been delayed over an hour due to maintenance and they're unsure as to what the issue is. So ridiculous. I will never fly American Airlines again. I urge you not to also. #AmericanAirlinesSucks

US Airways is a disaster and We wonder why American Airlines is taking the bankrupt company under their umbrella. I will not ever spend one dollar more on their company. Too many others, like Delta, who seems to always bend over backwards to help their customers in many situations you run into when flying. Rude supervisors, inattentive employees make the joy of flying, a nightmare. You can bet if it was them that needed the little push through, they would be breaking all kinds of codes and rules for their own interest. Point in saying this, I DO NOT RECOMMEND USING US Airways because of their poor customer service. Five minutes behind their superficial deadline folks. That's it. No give and no help. Good luck my fellow flyers if you choose them.

Driving to another state was costly with gas and tolls both ways. We did not expect to pay $25 a suitcase ($75 for 3) as it was not written on any of our paperwork. We were told since we were flying American Airlines on the way home, there would not be a fee since the airlines have not fully merged. That was not true and we had to pay another, unexpected $75. Both of my daughters luggage came off the luggage carousel filthy dirty! Our vacation started off as a nightmare due to US Airways. The treatment, rudeness and unprofessionalism of the staff was unacceptable. I will not fly this airline again and will make sure to pass on my experience to other.

After talking to about 4 people wasting 3 hours of my time they finally rewarded me my points back then they said they can't use those points to purchase another flight b.c. I wanted a flight out ASAP. So they cancelled everything and rebooked another flight for 5:30 am for which I had to pay $457!!! I lost every ounce energy I had fighting with them and I was so desperate to get to my interview that I purchased the ticket. No words can describe the amount of headache U.S. Airways and their absolute horrible customer service team put me through.

By FAR THE WORST COMPANY I HAVE DEALT WITH IN MY LIFE! I had opened up a U.S. Airways credit card to save on flights and earn points but instead I have not been able to use a single point. First of all every time I want to book a flight it doesn't allow me to choose the days I want to fly. There are so many limitations that you end up just buying a ticket from another site. PLEASE LEARN FROM MY EXPERIENCE AND STAY AWAY FROM THEIR CREDIT CARDS OR ANY BOOKING THROUGH THE COMPANY. I WISH I COULD GIVE THEM A 0 OR NEGATIVE WHATEVER STAR!!!

When asked why flight was not diverted, attendant remarked American Airlines does not divert flights and the crew would not comment to questions as to the well being of the passenger. All those around me were concerned because it appeared all the planes oxygen canisters were used on this passenger and if there was a second emergency that person would be out of luck. If anyone would like to contact me for further eyewitness information, can be reached at **.

They refused to help anyone rebook stating that we had to go out through security to talk with customer service. These agents were so nasty I expected to find out I was on some type of reality TV show, but alas they were just wretched and uncaring. Said that American had nothing to do with American eagle and it was eagle's fault that we missed flight?? Had to spend night in Chicago at my own expense since they claimed that the missed flight was due to "air traffic control decision". I have 100000 American miles but will use them to buy magazines or something as there are much better choices out there for travel. This is a sad, aging, broken company with unattractive nasty workers who do not seem to be accountable to anyone. Avoid.

Thereafter we have been checking regularly on the website of American Airlines and after 5 days a form for content of baggage and description was provided at the link. The same was duly filled and emailed and posted. Since then have been calling the baggage office on 8008664010 as well as sending email to the customer service email address. Spoke today to a lady Janet on the above number who informed that the documents emailed and posted have been received by their office and they will take 4 to 5 weeks to track and try to find the bag. If they are unable to find the same in the period then they will forward the same to their claims department who will take another 4 to 5 weeks to process the claim considering that the bag is lost.

Does the airlines have no consideration of the fact that an international student with all her clothes and toiletries (including all her warm clothes and jackets) is there in sub zero temperatures and left to the procedures and the callous attitude of the systems of the airlines. There has been no effort by the airlines to contact her or to inform the status of the bag. No interim claim has also been allowed so that she can buy the basic toiletries and clothes. An international student who has arrived on 9th of January 2015 is still not aware as to the status of her bag as well as to the fact as to when she will get a claim from the Airline so that she may buy basic clothes and toiletries which she needs as well as her woollens and coat in that sub zero temperature. One month has already elapsed and as per the conversation with the Baggage centre Ramya needs to wait for another couple of months before the Airlines will do something.