American Airlines Reviews

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.

The next day I decided to jump on good old aa.com and see how high the flights were......You Guessed It!!! Back to the lower price I got on my first try....so I spent the next hour repeating the same sequence of events and this is what they do.....based on current website activity (not necessarily legit bookings) they manipulate the price....just like Amazon was accused of doing. So in the end I was actually driving up the price of my own tickets.....just me....no one else...no other demand! Here is where it gets better. I called good old customer service....23 minutes for them to "call back".....I answer on the second ring.....they hang up.....I call back.....17 minutes later they "call back" and I then spend over 30 more minutes trying to get a credit only to be told NO. Tough luck. No accommodation. No customer service.

IT'S NOT ABOUT THE LOUSY $70. It's about treating customers fairly. I will say this. FLY VIRGIN AMERICA!!!! I have never, in over 200 flights, ever had any issue with them. Always accommodating. Always willing to work things out. Richard Branson knows how to treat his customers. AA....if you read this, and I don't think you care enough to, GOODBYE for the last time. I would rather take Amtrak if you are the only other choice!

On the second occasion, as we were boarding the plane, the flight was cancelled due to a pilot illness. You would think there would be some notice of an illness, and that they would have found a replacement. But they did not. They cancelled the flight and told everyone that they would not take questions or complaints and to call customer service.

Customer service was awful. Unhelpful. Terse. Unsympathetic. Ignorant. I missed a wedding and the customer service agent did not apologize for ANY inconvenience, nor did she offer an accommodation for hotels. I had to beg. To sum it up, I wish this company would be audited by the government for its terrible consumer practices. Something needs to change. The airline industry has some great companies. US Airways is the worst and the shadiest. I will never fly them again.

We boarded the plane close to last, but were relieved once we were on the plane. 11:35 AM (et) was our scheduled departure, little did we know that our problems were just beginning. After sitting on the plane for about a half hour the captain let us know we were going to be delayed for about 30-40 minutes. No big deal. After that time was up he again came on and let us know that we were again delayed for another 30 minutes due to "a leak that maintenance did not like." After a total of 2 1/2 hours sitting on this plane the captain came on and said he had good news and bad news. Bad news, they still cannot fix the leak. Good news, there is another plane landing in 40 minutes that they were going to put us on. So we de-boarded the plane and headed to gate D3 to wait for the next plane. Expected departure 4:00 PM (et).

I go to the customer service kiosk for AA to see what they can do to help me with my transfer to our hotel as our friends were obviously not waiting. Mistake and waste of time. She simply gives me a blank looks and says, "We don't do that. You will have to speak with the corporate office when you return." Rather than make a scene and argue with someone that couldn't care less, I proceed to the new gate. Waiting at the gate at about 3:30 PM, I hear some talking at the counter, they are going to board us despite the fact that the pilots were not expected to arrive until 4 PM. We board at 3:30 and take our seats. Pilots arrive at 4 as expected and being their checks.

Our plane is pushed from the gate at 4:30 PM (another hour sitting on a plane). I hear the engines start, but almost immediately after the captain comes on. He is apologetic and explains there they are in no way responsible for our delays, they themselves being called in on their day off to get us to our destination. Unfortunately, there is a problem with the left engine. A pressure sensor is defective and we must return to the gate so they can look at it. It cannot be fixed where we are (straight out from the gate). Well, the plane spends the next hour driving around the runways and tarmac to get to a different concourse. Getting to the new gate, NO ONE on the plane can understand a word the crew is saying over the intercom attempting to explain what is happening.

I go to the front of plane to figure out what is going on, we are the 2nd row behind the 1st class bulkhead. There I find out that they are trying to fix the plane but do not know how long it will take. They are offering us a chance to get off the plane if we wish. Well, no one can hear so I yell this out to the passengers so everyone knows. I actually received a number of thanks! I head back to my seat, and in the 20-30 seconds it takes me, they make another announcement that we will be changing planes again. We are to return to gate D3 to board our new plane. They promise that this is a newer and larger plane and there will be no issues. New expected departure, 7:30 PM.

We hustle back to gate D3 to get our new seat assignments and sit down to wait for the next plane. In this time the airline personnel are running around trying to call in a new crew as the crew they just called in are not qualified to fly the new plane. The last pilot shows up to a crowd of cheers and we board shortly thereafter. The captain comes on and, again, is very apologetic and promises to get us under way as soon as possible. Were were supposed to land in Cancun at 1:35 originally, we land at 10:17 PM. Our 1st day is shot, we have to pay an additional $80 to get to our hotel.

Trip home isn't nearly as bad, more so disorganized. We normally arrive at the Cancun airport 2 1/2 to 3 hours before departure. This gives us plenty of time to get checked in, baggage checked, and through security. Still leaving us time to visit with our friends we traveled with and get some final souvenirs. Getting to the Airport we find a line that is ridiculously long! Our friends, travelling on a different airline, are up and at the Duty Free past security in less than 30 mins. It took us over 2 1/2 hours to get through the line to check our luggage. As we were in line, getting closer to checking our luggage, they were calling off flights that were leaving before us and pulling those people out of line to get them out in time. I totally understand the need for this, but is just added to our frustration. In the end, we get our luggage checked and through security as our plane is boarding.

I cannot state just how horrible of an experience this was. Don't get me wrong, I am glad they found the mechanical issues and got us out on a safe flight. But as we were boarding the final plane, I heard the gate attendants talking. One stated that BOTH of the 1st two planes we're were on were being decommissioned in 2 weeks and we NEVER should have been put on those planes. THAT, is a very scary thing to hear.

All airlines should be REQUIRED to pay for hotel for any person who misses their flight connection due to an error on the airline's part. This would make airlines more accountable to actually get passengers to their destinations on time. I recently was on an AA flight to Dallas to connect to go to Mexico and the flight veered to Pittsburgh instead supposedly due to a sick passenger. This took 5 minutes to get him off the plane because the medical crew were waiting for him. But out of nowhere the flight attendants walked off the job because they supposedly had been working too long. We were then delayed indefinitely until they could get a new flight crew and I missed my connection.

I was denied a voucher for a hotel by AA for arrival in Dallas so I could stay overnight and take a flight to Mexico in the morning. I decided to go back to NY instead and sleep in my own warm bed. The airline is refusing to reimburse me money for my lost day. THEY HAVE NO ACCOUNTABILITY to the CONSUMER. If the flight attendants were delayed for 1 hour and that caused overtime, they should not have been scheduled for the flight to begin with.

DO NOT BOOK A CAR RENTAL on line through AA.com. And DO NOT BOOK A BUDGET RENTAL CAR in MEXICO. Everyone down there told me BUDGET is the absolute worst. AA.com advertises a super cheap rate and an insurance from an insurance company. Both are scams. The Budget Rental car company in San Jose Cabo does not honor your rental with them and they do not accept an outside insurance but you will have to buy Budget's insurance if you want the car and it is triple in price. Companies are advertising offers on line, where there is no consumer watch dog, and they cannot deliver these services. AA.com does not deliver on car rental.

BAGGAGE - do not ever check your laptop in your luggage, even if it is wrapped in a laptop cushioned bag and protected by clothing. AA baggage handlers broke my laptop. I had it wrapped in the middle of my suitcase because it is too heavy to carry through the airport and a large chunk of it was broken off when I received my luggage back at the end of my roundtrip day to nowhere courtesy of American Airlines.

Try calling them for a refund. You will get - well we might be able to offer you 10,000 miles.

I was on hold for another 40 minutes before the international agent answered. I explained to that agent that I had multiple issues & I explained my frustrations with wait times. This agent was professional & kind. She told me that she was going to put me on hold while she called some departments internally so I did not have to hold any longer. She periodically checked in on me during this process to give me status on her progress. She then transferred me to Valerie in web services who was incredibly rude and did not resolve my issues as I was assured she would. Rather she told me that I had to speak to international reservations again. I asked if she could make an internal call so I did not have to go into the wait queue again. She was very rude with her tone & audibly sighed & did not verbally respond. Rather, she just transferred me into the international reservations queue, which told me I'd have over a 2-hour wait time.

It has been over 1.5 hours and I still have not spoken to an international reservations agent again and have not been able to book my ticket. AA really needs to send all of their agents through customer service training so that they can operate more like the second agent I spoke with who did provide decent customer service although she was unable to resolve my issue. Also, I am a frequent flyer and hold platinum status with them. This experience really has me considering giving my loyalty to one of their competitors. I did email a complaint to them regarding this, but their system has a very limited number of allowable characters so I was unable to be as detailed with my official AA complaint as I have been in posting this complaint.

When I got to the area in front of the plane doors where you check your bag, another rude flight attendant asked "Where is your final destination?" I told her Amman Jordan, BUT that I would like to retrieve my carry-on in Chicago, because I have my son's PS4 which I so carefully carried from Amman Jordan to Pittsburgh to have repaired. She rudely told me she didn't know what that is, and I explained that I don't want it to be knocked around because it was just repaired and I told her that I have imperative medications that MUST be taken on time, but she was extremely insistent that I CANNOT have my bag in Chicago!

On the 26th of January 2015, upon my arrival in Jordan, my carry-on bag NEVER ARRIVED!!! And today is the 29th of January, and I STILL have not received my carry-on bag. I am saddened at the fact that I was treated in a manner that was very unaccommodating, and caused me to lose a lot of valuable items that were packed into my carry-on. I have since filed a complaint with American Eagle and they still seem unsympathetic to my terrible incident caused by their staff.

I was advised to take next flight (next day) as a solution and they wouldn't even be able to guarantee that this situation would not happen again. So on the last minute in freezing hallway to the plane I had to repack everything and hand my precious luggage (to Luis in Denver airport that almost closed the door - as I tried to figure out my problem with another by standing US Air attendant - so I almost miss the plane) and I hope for the best that nothing will get lost/broken. With that experience I would not ever fly with this company knowing that my carry-on could be taken away from me again.

Finally went through Priceline to make reservations after several attempts through American site. Our flight is tomorrow, so went to American website to check in. When I went to select seats, website shows seats available, but when I went through the process (4 attempts) I get the message that because we didn't select seats we can't check in today. I called the customer service # and again got a grumpy woman who again was not helpful or even apologetic that their website is so frustrating. So now we have to get to the airport in the morning and deal with the longer lines, removing shoes, etc., which we would not have to do if we could check in early. I sure hope the plane and flight staff are better than the website and their support staff...

On the flight back we boarded the plane. 1/2 way through boarding, the captain says, "Everyone off." Does not tell us why and the agent at the desk says, "Everyone, move away." They need to communicate better and tell passengers what's going on. 1/2 hr later a agent gets on and says, "Go to gate d3 NOW." No explanation. Everyone schlepps the 15 minutes to another gate to stand there like sardines for another 15 minutes. Then we load the plane and wait again 45 minutes. And Nobody MAKES AN ANNOUNCEMENT. WHAT'S WRONG WITH THEM? When I TOLD THEM I USED A LOT OF MILES TO BE MOVED TO ANOTHER SEAT THEY said "we don't refund miles." NO explanation...nothing. That's after waiting 1 and 1/2 hrs on the phone to speak with a live person only to be transferred and then disconnected. Their policies are awful. They have no respect for their passengers.

Refused to waive a $450 difference for a flight two hours before the flight I was booked on, even though the requested change is because of an impending snow storm starting when the flight I'm booked on is leaving. Charged bag fees to Cancun, Mexico... even though it IS an international flight and they don't charge fees for EVERY OTHER Mexican city they fly to (may this have something to do with the popularity of the flight, despite it being international?). US AIRWAYS IS THE WORST.

How is it that they can take my money within minutes of me purchasing a ticket but they make a mistake and I have to wait for what is mine? I will never ever ever use this airline again and will tell everyone I know to avoid any people who do business even the company who is merging with them. It's obvious why they have to merge as people of today can put out how much they suck at business. I want my money back, I want it back now not 7 days from now!

The last four times I have flown with you it has been the same case - late flight, with no notice, zero amenities whatsoever, and rude staff to boot (on my last flight your stewardess *made* me move to the emergency exit seat with the least amount of leg room after I specifically told her I wasn't comfortable sitting there and would rather keep the seat I PAID for). If you're going to hold people up in the least comfortable setting possible, you should at least compensate in other areas for your terrible service. You may be cheap but you're not even worth the discount.

Every trip has had a delay or cancellation. Once, my flight was rescheduled and no one notified me. I only found out while trying to resolve a flight issue myself! There's more, but I'm too tired to go into detail as I sit in the Phoenix airport during what will be my second or third significant delay (5 hours this time). If I'm lucky, I'll get to Tucson by nearly midnight - just in time to catch the rental car facility before they close (hopefully).

Please, please, please...use a different airline if you can for your own sake. I would if I could!

When we go to gate, flight had left. She went to desk and got me on another to Chicago. She me to the gate, then they changed gate, and no one came to get me. I finally flagged a attendant, tip him 5.00 to take me right gate, where me if I could walk to plane. I told if I could walk, I wouldn't need him or wheelchair. He said he had another person to get and left. I really struggled and walked to plane. When I got to Chicago, there was wheelchair waiting at the plane door, the only port that had chair waiting. Foot was so pain.

Obviously we had to purchase snacks on-board because AA does not offer food. The snack options were very limited and if you were seated at the very back of the economy cabin you will never be guaranteed whether you will get the snacks you wanted to buy because they only stock few on-board and they get sold out half way through. Even during the selling of snacks and drinks the cabin crew looked very displeased that they had to do it. The cabin crew were extremely badly groomed. Wearing their own ties, colorful hats (for Christmas), badly ironed clothes, uncombed hair. They looked like a bunch of homeless people wearing their own clothes which they collected from bins. There was no UNIFORM! Every single one of them were wearing different things. I am Shocked and disgusted by the behavior and appearance of the cabin crew! The ground staff are equally bad.

The economy seat had hardly any legroom. If you are a tall person you will have a hard time moving in your seat because it is so small with no legroom. We even bought extra legroom seats and still there was not enough legroom. All four flights were delayed and took off hours late. We were boarded late and then had to sit in the aircraft for at least 1 to 2 hours before takeoff. As a result our plans had to be cancelled and changed.

Since none of the passengers were informed or given a reason for the delay few passengers started to ask the cabin crew what was going on. Few minutes later the purser or the CSD who made the announcement (more like barked at the passengers) on the PA to inform the passengers what was going on sounded like "Just suck it up, shut up and wait. Don't bother us." I do not recommend American Airlines to anyone. Please don't waste your money. It's a terrible airline. I will never fly with AA again. I would give them zero stars!

But I couldn't get my boarding pass when I reached BDL at 4:30am in the next morning! When I asked AA employees at BDL counter to solve the problem, they didn't want to help, saying the mistake was caused by AA Reservation. When I asked: "Are you the same AA team?!" they replied firmly: "No!" I was Then totally ignored and my plane took off.

Luckily I had a phone (but with low battery). I called AA but was told the estimated waiting time is two hours! Luckily I had a phone charger, I could wait (while charging my phone) more than 1 hour before finally getting through. It took AA quite a time to figure it out that the unbelievable error/prank is that their teammates rescheduled my earliest flight to be on 6/6/2015, which is 5 months later, when I was promised and confirmed to take off in the next early morning!

The mistake caused by AA not only caused anxiety, frustration, and insult to me when the AA team at BDL ignored me and refused to help me, but also caused me to lose one day's salary as well as one day delay in my project. As a customer in general sense, I request an formal explanation on why AA, as an established prestigious company, cannot response properly to their damaging and unique mistake to a customer!

Rebooking after cancellation was a nightmare. I had to rebook myself via a call to US AIR in the USA as the line was not moving and agents could not give any rebooking details, and asked passenger to rebook themselves. I was rebooked by US AIR on a flight ex MUC via LHR and CLT to SAV on 12-15-15 at 7.45 AM. That is a total of 19 hrs. delay, which per the US AIR MUC staff and pamphlet results in a EURO 600.00 compensation. Fast forward ref the attempt to contact US AIR for the claim of compensation: 4 email contacts, 2 faxes to customer service, 1 certified letter, and 3 voicemails to customer service. 1 month later = NOTHING!!!!!

On 1-15-15, one month later, I received finally a call from US AIR Michelle **, which took the complaint again and stated that definitely the flight was canx due to mechanical and she would process my compensation as promised from the MUC staff. She even got my mail address for the check. I requested a confirmation email. I got again, nothing, but an email that states that US AIRWAYS will not apply the compensation under the EU directive as promised, as they regards the mechanical an extraordinary circumstance, and unavoidable, but they offer me a travel voucher on AA for $200.00. This is an insult to a 19.5 hrs. delay and an existing regulation. Heads up: There is nowhere to go with a $200.00 voucher, so AA wants to make money on my ordeal? This is not only ridiculous, but as well against the EU ruling, which does not recognize mechanical/technical as exception to pay.

I am a German citizen/EU passport, with a US and EU residence, and expect US AIR to follow the EU directive to pay the compensation as stated and promised and under EU regulation. The offered $200.00 travel voucher does not compensate for the canx/delay, and lost time and more. The EU established these regulations to compensate a passenger, and US AIR/AA tries to get out of this with a scam in form of a travel voucher to nowhere and not replying or standing up for their mistakes.

I am awaiting a result from your side by end of January 2015, in the form of a check, no travel voucher, of EURO 600.00. Frankly by now US AIR, The new AA, has sunken to the worst Customer Service experience I ever had. I worked for 18 years in airline management in Germany and know how airlines try to get out of payments, but this is the worst case ever encountered. Trying to extend this, not answering in the hope of a result that a passenger gives up. I will not give up on this as I am entitled to the compensation, and by now US AIR should add something to make up for the terrible experience. The DOT is aware of this so is the EU regulatory dept. in Germany, who started an inquiry to US AIRWAYS.

So I called American Airlines back and was again told no reservation was made in my name. I was told I could make another reservation as there were plenty of seats on the departing flight, which was in 3 days. However, I would have to pay today's price which was almost double the original price of yesterday. I told her that was unacceptable. She said she would transfer me to the website department and they might be able to assist me in obtaining the original price for a ticket. Well they were VERY RUDE and unable to help in any way.

I scanned and emailed them the document I had printed with my reservation information but because I did not have a "AA Record Locator" number, my reservation was not in their system. I asked for a supervisor. Didn't get one but was told she would take the document I emailed to a supervisor. That supervisor did not come on the call, but had the service rep tell me that the message I received on the top of my reservation was NOT printing on reservations made yesterday, the 15th, but had been printing on them two days ago and that it was then taken down... and the document had the auto date of the 15th from their website.

She also stated that it was a pdf file and that file was dated today... well DUHHHHHH, when I scanned the printed doc, it converted it to a pdf file and yes dated that pdf for today; so the attachment is dated the 16th, but the 15th was still showing as the printed auto date on the reservation. I then requested to SPEAK to a supervisor and was transferred to Kenni, a supposed supervisor. I used another scanner and sent the doc to her by email. She said she could not override the first supervisor... I then asked why I wasn't transferred to her, she said she didn't know but that the message showing on my doc was no longer printing from their site as of 2 days ago from their system.

I said, it obviously was and I was telling them and showing them it WAS. I explained to her that it obviously was because the document has an auto date on it of the 15th and my credit card was charged on the 15th... and that I also resented their insinuating that I had somehow changed the document. I then requested to speak to Peggy. I have now been on hold for 1 hour and 12 minutes and Peggy cannot seem to pick up the call. No one has even offered to compensate me for my time or my inconvenience. Where is their customer service??? Obviously NO ONE KNOWS!!! After 1 hour and 34 minutes, Mr. Ed **, and he hung up on me, after I asked for his Manager! What an Ignorant excuse of supervisors!!!

I along with others are stuck in a place where we don't know anyone, having to wait 12 hours for the next flight. Also, one of the customer service ladies was rude and not compassionate as I seen her speaking with others. She said that there were messages but none of us heard any of them. It's very frustrating missing a 1-hour flight home when you are jet lagged from a 6-hour flight. I will never fly with this airline ever again. I just feel as if they don't really care about their customers when we pay a lot of money for our flights.

Then when you call American, you are on hold for 30+ minutes or longer to even talk to a live human being. Total lack of respect for the customer. The goal is just to make it as 10000% damn hard as possible to apply the credit. They are ready at the drop of the hat to charge you for just about anything and everything, but when it comes time to use a credit, well, that's a completely different story -- they make you jump through 50 hoops and waste your time with zero regard. Complete Bush League. At this moment, unless my issue is rectified by Customer Relations (I'm still waiting for a reply back). American, you just lost a customer for LIFE. Go to **. A completely disgusted and dissatisfied customer.

The jacket owners protested loudly and rudely that they were there first and needed to put their jackets up there. Again, I asked if they could hold on to their jackets (which is exactly what I did for the duration of the flight) as clearly space was limited in the overheads and that space should be reserved for bags that don't fit underneath the seat in front. The jacket owners then continued to protest and made comments such as "Why does she think she's so special?" and "How dare she ask us to move our jackets.” I calmly suggested they speak to the flight attendant who was in the galley and observed the incident as it occurred. The flight attendant did nothing, yet continued to observe and hear the rude and derogatory comments that were being made about me. I settled into our short flight with my backpack stowed in the overhead and my jacket on my lap, however was exceedingly uncomfortable and unnerved by these passengers’ ongoing comments and presence.

Upon arrival and deplaning in Monterey, I was confronted by the woman seated in 1A (I believe she was the partner of the man in seat 1C) who threatened me with "You are lucky I wasn't there when you moved those jackets which is illegal.....or else.” I was stunned by such animosity, but it continued. The man who was seating in 2D came up to me and I quote: "You are a **..... You are a ** **". I asked him (and the female from 1A) to leave me alone and wished them a Happy New Year. The man from 2D continued to be in my face, pointing his finger at me and then said: "I might be fat, but I can lose the weight. You are ugly and will always be because you are a ** **."

At this time, I proceeded to text my partner who was waiting curbside for me as I was in fear of my safety as I was being assaulted by 2 'adults'. My partner contacted the police and asked them to dispatch an officer to the plane/tarmac. I notified the passengers from seat 1A and 2D that the police had been contacted given their aggressive nature and assault on my wellbeing. I am appalled not only at the language but the behavior shown by passengers seated in 1A, 1C and 2D on US Airways #6601. As a frequent traveler and Gold Preferred member of US Airways, under no circumstances should ANY passenger be subject to such hostile and derogatory behavior, let alone someone who spends extensive time and money with your airline.

For a flight attendant not to intervene at the onset during the boarding process and continue to allow such aggressive behavior to continue in flight caused me unnecessary strife and upset. Based on my most recent traveling experience with US Airways, I find it imperative for your airline to be made aware of such a negative and hostile traveling experience from a frequent flyer and give your airline the opportunity to rectify this situation and make the necessary accommodations for this to never happen again. This entire experience has left me with an extremely poor view of your airline and how it treats its frequent flyers.

When AA refunded a ticket they do not update the database at client side but at airport check in side. On the night of I was rejected boarding, My ticket information in AA database was still valid for check in. Only after I called AA, they realized that there was issue here and immediately changed all my ticket’s status to refund. I wrote letter to AA CEO and Customer Affairs to report the issue at the end of October 2014. I have not received any reply and not even apologize. I searched the complaints about AA. The results came back overwhelming, and the complaints are all over the internet - about average 1000 complaints each website last year. Lots of complaints are about the rudeness of AA flight attendants. Many customers swear that they will not flight with AA again. I think that when this number rapidly increased to the level of fewer and fewer people flight with AA, that is end of AA and end of American people’s suffering.

We decided to take our first family vacation as one and it was decided to take our emotional support dogs. I called US Airways 48 hours in advance to discuss the necessary paperwork for our flight. I spoke to 3 agents and two of which were supervisors. All instructed me that as long as I had the emotional IDs and certificates that I would be fine to fly with them and that if I did not have that, I would need a physicians note. Great that I had registered the puppies as emotional support animals way in advance as I was already prepared. They also said I did not need a kennel as long as they can fit on our lap or on the floor without obstructing pathways. Which they met that criteria. They are small terriers and their max weight is 14 pounds.

As we start to board our first flight, the first attendant that scans the boarding pass asked where my carrier was, and I said I was told that I did not need one because they are emotional support animals, he then let me through. Then we approached the plane, and the flight attendant by the name of Lynka asked why I had the animals, I told her the story. Lynka then says I would need the doctors note, and I told her that I was told I didn't need one. She then insist and threatens to throw all 5 of us off the plane. She delayed our flight for 20 minutes as she looked through the rule book. She continued to harass me and ask me why I needed emotional support animals. I was mortified that I had to discuss our personal problems to her in front of our children. She was absolutely nasty about this and had the worst attitude. She then decided to take pictures of my documents with her personal phone which made me extremely uncomfortable that a flight attendant would do this with their personal belongings. I felt violated.

After 20 minutes of trying to talk to her through not kicking us off the plane, she decided to allow us on. But, throughout the entire flight, she harassed me, asking me to look through my phone to find the receipt to where I got the emotional support IDs. She gave me complete anxiety and at times I felt to sick that I wanted to throw up. I was sweating and shaking through the entire flight. Because of her actions, I felt anxiety throughout the rest of my second flight and throughout my entire vacation because she made me so afraid that I wouldn't get let on my returning flights. I spent my vacation calling vets, calling my doctors which were all on vacation and I had very little relaxation time because of her. She made my children very nervous and scared.

She was the ONLY flight attendant to gives us a hard time. On all 3 other flights, not one of the 8 we saw harassed us. Which is why I decided to file a complaint. To top things off, our son left his phone on that plane, the first row of the plane, and it was not turned in. It is her duty to inspect the plane prior to other passengers arriving and now I am starting to think she took the phone and did not turn it in. She really gave US Airways a bad name and made me not want to fly US airways again.

Well, when I went to the airport today for my return flight, my bag was literally one inch too big because of the extra clothes I bought, & the gate agents refused to let me take it as a carry-on. When I tried to explain that I didn't want to check it because of how badly it was handled a few days ago (I was again flying via Charlotte, again with a one-hour layover, and I don't trust them not to lose my bag again), the agents became rude and combative - one gate agent (Cheryl **) actually elbowed me in the face when I leaned down to put something in my suitcase, and then told me she was going to cancel my ticket. Even after I apologized for getting frustrated & agreed to check the bag, Cheryl ** refused to back down & proceeded to cancel my ticket on the flight.

When I tried to contact customer service to get the situation fixed, they said I would have to pay for a brand new ticket, which they quoted as $200 MORE than my original round-trip fare (and $200 more than the website was quoting for the SAME FLIGHT for tomorrow). When I told them that was ridiculous, they said to take my business elsewhere & hung up on me. As far as reimbursing me for the clothes I had to buy, I submitted the application for reimbursement via fax on Saturday 1/3/15, and have left 3 messages at the Central Baggage Resolution Office. I haven't gotten a return call, and no one has ever answered the phone. I will never fly with US Airways or American Airlines again.

Miss ** told me that I had two options: a flight at 7 am next days, which would mean spending Christmas Eve with my wife and three children at the airport hotel and sleeping a couple of hours or, much better, flying on someone else's lap. Yes, this was what I was offered. She went further to tell me that "we in Miami have nothing to do with your delay." Just for reference, I was flying business class from Sao Paulo to Miami and first to Orlando. And, believe it or not, I am a Platinum AA member which, for the lady **, means nothing at all! I explained that none of the options was acceptable and she told me that I could try to be on the waiting list, without any guaranty of flying.

Once I arrived at the gate, service was much better and I discovered that there were two additional flights that night that lady ** neglected to mention.... I was able to get the five of us on the 20:10 flight to Orlando. Got an economy seat having paid for first.... any follow up from American? No! Then I ask you: try to change a flight and you will be robbed by the extra money that you have to pay. And I ask again: What will American do to compensate me for the bad service, for missing my connection, for flying economy when paying first and, most importantly, for destroying my Christmas Eve? It better be a fairly good answer or I will certainly be a Platinum member at another company next year!!!

For all of you reading this email, PLEASE do not fly American if you have to connect. You will be left unattended if, by American's fault, you miss you connection. A lot to improve American, if you want to keep your, up to now, loyal customers. After what happened I wrote to American twice and received NO response at all.

Later I tried to write all this up on the American Airlines website under "complaints", but each time as I was nearly finished, their website suddenly ate everything I had written and sent me back to their home page. I called American Airlines and insisted on speaking with a representative, no easy matter. The supervisor I talked with, who sounded very rude, said that indeed free seats were always available. Yes, she confirmed that they had lied to me. But she said that by paying for my seats in addition to paying for my tickets, I was ensuring that I would not be "bumped" in case the airplane was overbooked. Then she hung up. My advice: avoid, avoid, avoid American Airlines - "The Airline Run by Thugs".

On December 15, 2014 traveling from LAS Vegas to Mia we were stuck seating inside the AA flight without A/C for almost 1 1/2 hour, this time waiting for the staff to bring the supplies on board even though LAS was empty at 12:35 am. One of the bathroom was broken and locked the entire flight. The space between seat is extremely ridiculous. I'm not a big person and my feet were swollen, unable to move, I couldn't use my shoes when arrived to the airport...... Never again. AA needs to reevaluate for good.

Prior to this incident, I requested water on two occasions only to be told to wait for the next time the cart came around. I also asked about the Internet not working and was told "if it is it is, if it's not it's not. I can't do anything about it" in a apathetic and rude tone, this is not a professional or courteous reply to a question about an amenity that brings the airline a profit from its usage. An amenity that is the only means of entertainment on a 6 hour plus flight. One would presume a reputable airline would check these items prior to flights to make sure the customers are receiving what they expect or at the very least to try to keep the airline at a higher standard to differentiate it from its competitors.

At 9:01 pm the stewardesses returned and asked me what I wanted to drink. At that time in the most polite manner I said "you should be careful with the cart someone can get hurt, when you pushed it you crushed my foot." She replied rudely and said "we made an announcement twice that we are coming," which I presume she meant should somehow justify the negligence of her conduct.

It should be noted, at best, she would have an argument if she announced 'we are coming up the aisle please make sure you do not have limbs in the way as we will hit them without consideration or regard.' Then one could argue she gave fair notice. However an announcement 5 minutes before by the pilot that the drink cart will be coming in the future without a specific time can hardly be considered notice of negligence. Additionally her argument is flawed because it does not take into account those who are asleep, hard of hearing, or have headphones on because the plane does not have an internal entertainment system for a trans-continental flight.

Again please note she failed to apologize and gave this rather rude reply which has clearly made me more upset. After that point she walked away rudely back to her cart. She returned a few moments later and gave the water to the passenger to my right, who was an airline employee and said "here is your water mam." She then rudely placed my water on the table without comment and turned away. This stewardess was an ** female with glasses. She happens to be the same stewardess who gave the arbitrary answer to the Internet question as well.

Her professionalism is a D at its best and a reflection of the entire airline if this is considered acceptable behavior. This entire complaint and my discomfort is attributable to her conduct. All in all, I am very disappointed with American Airlines because of its staff on this flight. Especially considering the pain and discomfort their thoughtless negligence caused by operating a heavy cart in a clearly reckless and unsafe manner. They should know better to be cautious of people's body parts that may be exposed to the aisle and should be trained to operate the cart with caution in a safe manner so they can prevent needless injuries. Or, at the very least, they could apologize.

At the customer service Kiosk, there was utter confusion since nobody had any clue about the baggage. All the travelers (many with kids like us) were left hanging in the baggage claim area for 3 hours before we were told that all baggage will arrive next day! Instead of being sympathetic, the US Airways personnel said that many customers suffers worser fate, so we shouldn't complain (they literally said that!!!). Oh and to top all our misery they even lost all the curb-side checked in strollers!!

If anyone has the good fortune to read this review, my request to you is stay away from US Airways. They are not worth your time or respect. Give yourself a sanity check and book on other airlines! Your life will be saved! In the Future, if I have to travel again and God forbid, if I have nothing at my disposal except US Airways, I would prefer to drive or simply walk.

Checked out of Las Vegas hotel on December 27th, originally supposed to fly from Las Vegas at 1 AM on Dec 28 to Philadelphia (US Air flight 607), followed by a connecting flight from Philadelphia to Halifax (US Air flight 5857). Left our baggage at our hotel, and went out for the day, because the flight home was at 1:00 am. Received a recorded message by phone call and email from US Airways at 4 PM PST on Dec 27th that flight 5857 was cancelled with no offer to rebook from them. Went to nearest hotel to use Wi-Fi to look up number for US Airways. Called them, they said they were unable to take control of the reservation to rebook a flight, and advised that we should call the airline that took us to Vegas from Halifax, WestJet.

We asked why the flight was cancelled and they responded "crew issues". Whatever that means. Ryan, in Calgary, from WestJet tried to help us, but informed us that we had to call US Airways. We then called the travel agent that we had booked all of this with, Vegas.com, who was at first unable to rebook, but after two hours in a hotel lobby, managed to provide us with two options: leave Vegas for Philadelphia on our original flight at 1:00 am, and then wait in Philadelphia for 12 hours to board a flight from Philadelphia to Halifax, or stay another night in Vegas at our own cost and depart at 9 am on the 28th, and catch a connecting flight onwards to Halifax. We didn't want to wait in an airport for 12 hours, so we stayed another night in a last minute hotel, which cost 271$, because it was last minute in Vegas during the Holidays.

Boarded the 9 am flight for Philadelphia (US Air flight 677), and asked one of the cabin crew on board if our connecting flight was cancelled or on time, because we were worried. He informed us that the flight was not cancelled, and if anything happened, an agent would be waiting for us at the gate. We arrived in Philadelphia and there was no agent at the gate, so we checked the departure board for our gate, and saw that our flight to Halifax (US Air flight 5851) had been cancelled.

We proceeded to a US Airways customer service counter and I said, "we need some help, our flight home has been cancelled twice and we don't know what to do." The agent glared at me and asked for our boarding passes and then did not speak to us for a full hour. After an hour, my son took out his phone to record some sort of proof that we were in fact cancelled so that I would be able to prove to my employer that I was unable to return to Halifax. A supervisor came over at this point and aggressively told us to shut that thing off and delete it [the video], which we did.

Another half an hour went by without any kind of empathy or information from the US Air agents, when we finally pleaded with them to tell us what was going on. They informed us that they were trying to book us a flight home, but that it looked like little was available. We said that we didn't care what city they had to connect us through; we just wanted to go home. AT NO TIME DID THEY OFFER AN EXPLANATION AS TO WHY OUR FLIGHT WAS CANCELLED AGAIN OTHER THAN "CREW ISSUES". Twice in a row - really?

While all this was going on, there were over 20 people who went through the line up and were rebooked on connecting flights. Several times throughout this conversation, the US air agents insisted that they had not called us about the cancellation, and accused me of rebooking the flight on purpose. They then told me they were unable to get us a flight home, and we started to cry. My son was on the phone frantically trying to get someone to take care of our dog.

They finally managed to book us a flight from Philadelphia to Ottawa, with an overnight stay in Ottawa, and then on to Halifax. We asked where our luggage was, and whether we would have a hotel. We were told that we could not have our luggage, nor were we entitled to a hotel because it was against company policy. We pleaded further and the agents produced two 5$ meal voucher coupons (of which we have pictures) and said that an agent would meet us in Ottawa to talk about our hotel. We were not offered any sort of toiletries or vouchers above the 5$ coupons. My last comment to the US Airways agent, who had said little, was this could have been a lot easier if you had shown me a little empathy. The agent said, "Ma'am, we're trying to do everything we can," and never smiled once. I repeatedly asked for their names, but they refused to give me their names and their nametags were not visible. All they seemed to care about was that we not record them not doing their job.

We went to the gate prior to our boarding time to ask that agent about hotel arrangements, and she reiterated that we would not be getting a hotel. After we explained our situation, however, she said she would see what she would do, and added some notes to our file requesting a hotel (also have pictures of the note). She then printed the note out because it said some not so nice things about us and said we should show this to someone at American Airlines - her name was Elizabeth and she was very nice.

When we arrived in Ottawa, the agent there, Jon **, informed us again that we would not have a hotel. He at least apologized and was very kind. We explained the entirety of the events to him and he said that we should, in fact, have our luggage, and he would get us a hotel. We had to struggle at Customs to have them understand our situation as they said it was illegal to not bring our own bags through Customs. I explained that this would not have been my choice, but the US Airways agent in Philadelphia was very blunt and specific when she told me I would not have my bags. My son's bag actually did arrive but the strap was ripped off. Then I looked like a liar because I told them that we were not allowed to have our bags because that was what we were told by US Airways!!!

We were eventually put into a hotel by Jon - arrived at roughly midnight, where we slept for 4 hours, until we had to board our flight home to Halifax, at 6 in the morning. My luggage was missing until Monday night, at which point a very kind AIR CANADA agent delivered it to my home. God bless Air Canada - I am not even sure why they got involved but a big thank you to them!!! Throughout the whole ordeal, we were unable to get a straight answer about why our flights were cancelled (they cited crew issues), where we would be staying, where our luggage was, and why we weren't immediately rebooked on a new flight from any US Airways agent in the United States.

This ordeal was very traumatic, and turned out to be the worst vacation ever thanks to US Airways. Not only were we put through an incredible trek to get home, but we had to arrange a dog sitter to care for our dog that had been dropped off at the time we had originally planned to be home. The unimaginable physical, emotional, and financial cost, combined with a complete lack of customer service and empathy from US Airways, has left us completely broken. At the very least, an apology would be tremendous, however, based on US Airways track record, completely unexpected. We want to make sure that no one else has to suffer like we did, just to get home. The order number shown below was given to us by (once again) an automated response email from American Airlines when we sent in our complaint, but as of one week later, no one has contacted us. NEVER FLY US AIRWAYS OR AMERICAN AIRLINES AS THEY WILL NOT CARE WHEN (NOT IF) YOUR FLIGHTS ARE CANCELLED.

My brother made a change on his flight two days ago, so we were trying to make ourselves clear to this agent and she made us making mistakes at the time to explain the change of the fight in English, I was communicating with my brother in Spanish and then, explaining everything to her in English and her attitude was terrible, making my brother feeling very bad, discriminated, I think it was not fair. I live in this country 12 years and I do not understand why some people have to treat clients like this, if she was tired, or in a bad mood working on New Year's Day, it is not our fault to receive that kind of treatment. Please, my intentions is not make troubles to anybody, just to make some things right to us airways clients, fair to the people that choose to fly with you. After having a good time during the holidays with my family, she made us feeling too bad! Thank you in advance.

(5) One of my two luggage was sent to another flight and been delayed for almost 3 hours in the Los Angeles airport.

My flight takes off 40 minutes late. I asked the ticket agent if this was going to be a problem with my connecting flight. Of course not. Also, my flight 1 week prior to Alex was 30 minutes late. (Can we say poor time management?) While at DFW it was like musical chairs when every few minutes they were calling for gate changes.

My flight from DFW to Orlando (#3590) was supposed to leave at 8:15 pm on the same day. We landed at 8 pm then a 20 minutes taxi to the gate. Then another 10 minutes waiting for the gate to open until they sent us to another. Time at deplaning after 8:30 pm. While on the plane, the flight attendant said to call the companies 800 number. I called and was told there would be a 15-25 minute wait. I could hold (on a mobile phone) or get a call back. I held for 10 minutes until we had to deplane because I needed my hands for my carry-ons.

I went to the gate agent where I deplaned and told her I missed my flight because this flight was late. She told me I could go to any gate counter to make arrangements. I said, "I am at your counter, what should I do?" She said, "I'm new and can't do it. Go somewhere else." I then heard that Gate 30 was handling re-ticketing so I went there. Here I find more than 65 people (I counted) in line with only ONE agent handling re-ticketing. I waited 45 minutes in line and only 2 people were helped during that period. I actually went to the head of the line and yelled at the agent to pick up the damn phone and get some more help. (I thank the people waiting for their applause). While in line I called the 800-number with another message stating the wait will be 17-27 minutes. I got a call back 35 minutes later. (The line hadn't moved). After 10 minutes with that agent I finally got a ticket out for the next day. So much time was wasted that I could not get a flight out that day on later flights.

After confirming I have a ticket, the phone agent said to go to any counter to get vouchers for food & hotel. The first counter I went to said he was busy and to wait until his plane boarded which was also late. I went to another counter across from him and that agent (Loren **) helped me (since her plane was now 2 hours late). She gave me my new ticket and tried to get vouchers. Unfortunately she had to call for approval from a supervisor. She called THREE times and he (I believe the name was Shawn) finally called back 25 minutes later. She printed my vouchers. I walked back past the line I was in and there were now 150 people waiting and now they had 3 agents working it. At 1 person per 20 minutes, you do the math.

I then call the hotel (Super 8 not one of the more classy hotels) and no one ever picked up after letting it ring for 10 minutes straight. Now I had to go to a gate again and ask for another hotel. Fortunately, I bumped into Loren at another gate because the flight she was handling was changed. (What were the chances of that)? After she took care of a few customers, I got another voucher to a different hotel (Hawthorne Suites, nice hotel). I called them and hung up after 20 rings. I called again and was getting ready to find another hotel when they finally picked up. They said they would be there in an HOUR. (The hotel was 10 minutes away.)

It was cold out that night and I said I would wait inside and they can call when they expected to be there. They called, I went down and their van was full and it was another 30 minutes before they came back. I deplaned around 8:30 pm and got to my hotel at 1 am. Then had to get up at 5 am to go back and do it again. This flight was 10 minutes late boarding because the plane with the flight attendants just landed at another gate. I received $10 food vouchers. Remember this is airport food. A hamburger meal at McDonalds was $8.50. A 3 oz. orange juice at Chiles was $2.50 and their cheapest breakfast was $9.50 (no drink).

I noticed while at baggage claim waiting for my hotel ride, an unusually long line at the lost luggage. I guess the excuse was the scanner wasn't working properly. I talked with 2 couples. The flight from Aspen to DFW was 4 hours late (not weather related). The flight took 90 minutes and they waited for their luggage for 2 hours. One couple actually paid $170 for the luggage check in. Another couple had 7 gate changes until they finally canceled the flight.

Several people said they were told that the problem was American didn't have enough employees working. Soon they won't have to worry about it if they keep treating their customers the way we were all treated. I heard too many people at the baggage carousel saying that they will never fly American again. I have to agree.

They presented me with a guideline on compensation and it says I'm entitle to 400% for a flight change that is late 8 hours or more which is me. According to my math that is $1,200 in compensation I told the agent. He tells me "We are American Eagle and we offer compensation of $200 max." On my boarding pass it clearly says American Airlines. When I ask them for American Eagle compensation guideline and why they would give me their parent company guideline if it does not apply to me they were speechless and asked me if I want the plane ticket or what. The only way I was going to make Christmas with family was to book the only flight to my connecting flight which was leaving in 30 min so I was basically force to sign the voucher to settle my claim regardless what the compensation guideline states.

The way I saw it was the airline was selling unlimited seats for the holiday and would only seat the people that book last minutes which is the top dollars and not seat the people that book the earliest since they pay the least. They would force you to change your flight last minute with a 200 voucher. Since everyone does not want to miss holiday with family they will sign whatever to get to family. Why else would AA make another subsidiary airline with minimum compensation?

So even though we now had to wait for 2 hours for our connection in Dallas, we were denied access to the airplane and sent off to L.A. with the only excuse from your incompetent staff being the "system" automatically rebooking our flight to a totally different destination, where we would have to take another flight to reach our final destination Guadalajara in Mexico!

Never did we hear a sorry or anything other than foul and lazy excuse from any member of AA blaming other parties, like personnel in France, or the automatic system, or while in airborne the ground-staff. Nobody took any responsibility for the events and never was us offered any reimbursement of any kind! After heavy protest from our side, we finally got issued a voucher in Dallas, over 24USD for food/beverages! And that after waiting for 3 hours already, and an effective arrival delay of over 12 hours on our final destination!

Of course our luggage got lost on this endless crusade from Airport to Airport and now we can celebrate Christmas not only without Presents for our loved ones, but of course also without any of the things we brought with us! This resulting in not only in high costs for us for cloth we simply need (underwear) but also for the pick up service from the airport, that we had to cancel due to your unprofessional behavior making this the worst flight we ever had, even though travelling internationally frequently!

What I also got is many, many form letters saying they will try to learn from what happened. That is very good, but I did not pay $3400 to be a guinea pig for AA to learn from my dreadful experience. Learn but compensate me for what I did not get, a good service in business class. Perhaps if there were financial repercussions, they would provide a service they should be providing. The current system allows them to get away with anything. And by the way, how about reducing the ticket prices now that the oil is at the cheapest level? When the prices go up the ticket prices go up immediately. Should the prices not be going down now? To all travelers: send your complaint about AA to the government agencies as well.

Upon landing, the attendant didn't mention I would miss my connection or what my options were. The flight attendant did mention there would be an agent at the end of the jet way that would explain options. There was no such agent. I arrived at the gate for my original ORD - LGA flight (AA 394), but no agent was at that gate and my original flight had clearly departed. Not flying American regularly, I am not familiar with what to do and was not offered any help by any AA agents. I stumbled upon a kiosk, and assumed that I should check in there and see what happens. The kiosk printed out a boarding pass for a new flight departing 2 hours later, so I assumed that I should go to that gate. When I arrived at the new gate there were two agents and NO one in line, yet it took over 5 minutes for either to address me. When I was addressed by an agent, a representative of YOUR airline, she told me she couldn't help as she wasn't the agent for my flight.

IS THAT HOW TO TREAT A CUSTOMER OF YOUR AIRLINE WHO IS CLEARLY CONCERNED ABOUT THEIR TRAVEL? Now I will miss the first 2 hours of a crucial meeting, & have a very bitter taste in my mouth and no AA agent has confirmed or comforted me at ALL!

We made a complaint and requested to speak to the refunds department. The refund department has no phone number and customer service cannot transfer. You can make refund requests via email. You then get an automated response. We have called and emailed many times to AA. Our last request was via fax with a request for refund but either no response or the same answer that they have refunded us. We are extremely frustrated!! Why should we pay taxes on an item never used and why should we pay fees for something AA had made the change. We did not request to cancel our original flight nor change it. We did not cancel our second flight AA did because of the weather!

After embarrassingly recovering our items among the other bags, we proceeded to bring the bag and its contents to the baggage claim help desk. A middle-aged Caucasian woman with brunette hair whose name I believe was Cindy (or possibly Cheryl, though I’m sure it’s simple to look up the sole employee who was working at this time) was working behind the American Airline desk. Upon walking into the office, your employee immediately told us without listening to a single word we had to say that American Airlines was not liable for any damage caused by a broken zipper or the resulting broken items. She was incredibly short with us and refused to even let us voice our concern and frustration, particularly after a long day of traveling that included an unexpected additional flight connection (a mistake that your employees made at the Miami airport).

This immediately set a negative and unpleasant tone for our entire interaction. In fact, she proceeded to blame us for packing poorly and/or overpacking our bag - without peering over the desk to even look at the bag. I have accrued hundreds of thousands of miles of air travel to over a dozen countries as a part of my job as a field scientist at a top-tier research university, and I assured her that we efficiently and safely packed our bag.

Finally, I asked if I could fill out a complaint to American Airlines, and she explained that this could only be done online. I asked whether it was possible to submit a formal complaint at the airport and she responded rudely that there was not. She offered us a roll of tape to keep the bag together so we could get the bag to our car, and I asked whether our travelers insurance would cover the broken bag and items. She clearly became increasingly upset by my questions and explained that travelers insurance did not cover any of these incidents. Again, I am not filing a complaint about such policies; however, the way in which your employee articulated and interacted with us as customers of your airline was absolutely abhorrent. This behavior caused me to become increasingly frustrated to the point when I put my hand up, looked at her and said, "I don’t wish to discuss this anymore. We will finish taping the bag and leave." I did not raise my voice, I did not threaten or physically touch or intimidate her, and I did not pose a safety or security threat to anyone in the room or consequently to patrons in the airport. Immediately after I said this, she returned to her desk and threatened to call security if I did not leave the office immediately.

Knowing that there was nothing I could do or say to assuage the situation, I picked up my own carry-on bag and left without a word while my partner continued to tape up the bag. In all, I have never had such an unpleasant experience with any employee at any business I have ever been to or had any interaction with. I understand that her job handling complaints of many travelers daily is not easy, however I have never acted in a way that was perceived as threatening, intimidating, or exhibited any sort of behavior that warranted the response that I got from this woman. My interaction with your employee makes me seriously question the manner in which she interacts with hundreds, if not thousands of other travelers in similar situations. I have accrued hundreds of thousands of miles (mostly through United Airlines), however this was in fact my first time ever flying with American Airlines. This single situation has made me seriously consider whether or not to entrust my future travel experiences with your company again.

Your employees are direct liaisons and represent your company’s mission. On your company website (**), one of your four pillars of your mission statement is to earn customer loyalty. You state that, "We must deliver value for every customer and differentiate our airline. We are making numerous enhancements to our products and services to improve our customer travel experience." This is not the type of customer service that I received, and if the type of behavior and customer service exhibited by this employee is consistent with all of your patrons, I seriously question the priorities of American Airlines.

I curiously await a response from your company, as my future travel plans will largely be determined by your response to my complaint. If I do not receive a response, I plan to post and forward my complaint to all of the people in my social networks, including coworkers, family, friends, including my lawyer - which total over 1,000 people. I will consider no response as a failure to uphold the goals that are clearly stated by your company in making sure that your travelers receive the best customer service possible - and I will be forced to recommend to anyone who I interact with in the future to choose any other airline over American Airlines for their travel needs. Thank you very much for your time.

Is this how your airline treats their paying customers? Purposely stalling them so they can get their non-paying friends on the flight? We are appalled!! This coupled with the flight delay caused us to miss our connection at PHL, additional delays in PHL forced us to fly to ROC which was an additional 2 hours from SYR and they neglected to transfer our bags which means we were without our personal items for several more hours. In total US Airways stole over 7 hours of our time and over $600! We will never use your airline again! Please think twice about booking your flight with US Airlines.

I explained the situation I was in with my sister's life ending in 2 weeks and they informed me the only thing they could possibly offer me is, if I submit documents showing my sister's condition (terminal cancer all over body!) and proof that she was my sister (what do they want, a DNA test?????) then MAYBE, only MAYBE, will they refund the $200 change fee. No help was offered otherwise. US AIRWAYS DOES NOT CARE ABOUT ITS CUSTOMERS. I WILL NEVER BOOK WITH THEM AGAIN.

Upon inventorying my items I discovered my Nook charger was moved from its normal, safe, storage location and my Samsung charger was missing. Called US Airways this morning and was advised that they don't cover anything electronic among many, many other items. Looks like US Airways has given a green light to their employees to steal whatever they want from our luggage with no compensation to the rightful owner. Bad business choice US Airways. As a businessman who has flown hundreds of domestic and international flights, my future carrier selections will put US Airways / American at the bottom. In addition, I'll enjoy telling and retelling this story over and over and over again.

And when you speak to the "customer service" and then a supervisor, all you get is “There is nothing we can do” as sweetly as sugar. “Sorry we take your money and will not give it back but also charge you to change.” Another interesting point, put in one-way flight and then a round trip, yes the one way is $30 more. The flights that are considered refundable are double. They take your money any way they can.

"I am writing to you today to express my disappointment and displeasure with my recent experience with American Airlines. I have flown several times in the past with American Airlines and always had a decent flight experience. Flight AA120 on the 20th of October 2014 most definitely was not one of those. My disappointing journey with American Airlines started long before I actually got on the plane. It began when I arrived at JFK terminal 8 at 6.40pm. Upon my arrival I was invited to retrieve my boarding pass at entrance G. I arrived at entrance G and was shocked to find that the staff there were unable to inform me or give me a straight answer as to what the procedure was for me to be able to get my boarding pass and to check in my luggage.

Eventually I was told to retrieve my boarding pass from one of the kiosk stations. All of the lines at the kiosks were incredibly long due to the fact that 40% of the machines were out of service. After finally being able to access a working machine, it took 15 times for me to swipe in my passport until the machine would recognize it. So much for it actually working. I was encouraged to then wait on a second line in order to check in my luggage. After waiting for 10 minutes I realized that the line was not moving. Looking over at what was happening it became clear why the line wasn't moving. The staff member assigned to the specific station was in the process of leaving their post saying, "I'm done for the day," leaving behind over a dozen customers waiting in line, with no directions or support as to how to proceed with the baggage check in.

After asking another airport employee for what to do since the station I received my boarding pass at was now vacant the employee looked at me with bewilderment. As if I was asking her an absurd question. I said, "Mam where can I check in my luggage?" She replied, "At the station where you got your boarding pass." I replied, "That station is vacant since the person occupying it is done for the day." She replied, "Oh umm, I'm not sure. Did the kiosk ask if you were carrying light luggage with you?" At this point I realized that it's probably best to find my own solution since this woman appeared to have been physically at work, but mentally elsewhere.

I decided to relocate myself to another counter at the very end of the terminal. That same counter had no line and had four staff members ready to help any passenger. This was the conventional check in looking line and not the one at the kiosks. I wonder how it never dawned on the staff to direct passengers to this section, especially the passengers who were abandoned by the member who was done for the day. Even after I had finished checking in, the line continued to be empty as the kiosk lines filled up with more and more passengers being directed to wait on them. Directions continued to be given to them by staff members who were unable to do their jobs properly or help passengers in responsible and devoted ways. I don't think directing customers to a counter that has no line on it is that complicated of a task.

After finally checking in my luggage and after getting through security I headed to Gate 42 where I was supposed to board at 8.30pm. At 8.40 I was still waiting at gate 42 and so were all the other passengers. None of the staff members or flight crew were present and no announcement had been made. I decided to purchase a magazine in the meantime since we clearly were not boarding any time soon. When I came back to Gate 42, the gate area was empty. I found out that only one announcement had been made while I was purchasing my magazine, indicating that passengers of the flight AA120 needed to relocate to another gate. After rushing to the new gate I was able to board and I sat down in my assigned seat, 33D. I need not have rushed since it took an unusual amount of time to have all the passengers board.

After having almost everyone in their seats, the flight attendants struggled to help the remaining passengers with their carry-on luggage. They were unable to find sufficient amount of space to store the passengers carry-on items. To make the available space in the overhead compartments the flight attendants started to unload them. I was shocked to see the flight attendant take my laptop with no regard for its value or preciousness and shove it into a corner in order to fit someone else's carry-on in. In the meantime, since this process was taking forever, many passengers felt free to get up and walk around before take-off. An announcement was made by the pilot or someone in a higher position, indicating that as a consequence of passengers being up we were unable to depart and were now delayed. A consequence caused by the flight attendants inability to perform their work duties properly. They were unable to show the discipline and control required for enforcing the airlines protocols and procedures.

After an hour delay, we finally took off. An announcement was made specifying that headsets to watch movies would be sold for $5. I had forgotten my headset and decided to not spend the $5 on a headset I would probably never use again. After a few hours, I realized that two young girls sitting next to me had headsets. I asked them if they had paid for them and they told me that a flight attendant came by in the middle of the flight and was now distributing them to everyone for free. I am not sure of what happened there but I ended up with no headset during the flight due to false information communicated to me by a crew member.

I don't recall when the following happened but at some point one of the passengers in the last row of the plane felt sick. The passenger decided to lay down somewhere where 3 seats next to each other were available. After a few minutes a flight attendant asked the passenger to please return to their seat as she wasn't permitted to sit in these seats since they were reserved for the flight crew.

I am not sure if there were 9 seats or 6 seats reserved for the crew, but using 3 of the available ones was not permissible. The woman that felt sick tried to explain herself in English, but her English was not good enough for the crew members to understand her properly, at least that is what I thought. As I am witnessing what is unfolding, I hear the flight attendant telling this French woman who doesn't understand English that she will have to call the pilot and have him return to JFK since she needs medical assistance. The French woman asked out loud if someone could come translate for her. I got up and explained to the flight attendant that she didn't need medical assistance but only 5 minutes to recover because she simply got light headed. The flight attendant's answers was simply, "I know I understand and speak French."

I was shocked and confused by the flight attendant's real intentions since she clearly understood the French woman but chose to ignore her instead. She was ready to call the pilot to have him return to JFK and therefore ruin every passenger's trip because she didn't want to deal with the sick passenger? I honestly do not have a logical explanation to what happened. I was then yelled at to go back to my seat by another flight attendant because I was in the way and not supposed to be here when in reality I was only standing because some help was requested from this sick passenger and I was trying to be helpful. Another crew member came out to have a chat with the sick passenger. After 20 minutes the sick passenger was back to their original seat. Of course no water or sugar was offered to that passenger, and the only remedy American Airlines offered the passenger was a heavy dose of arguing.

I wish that this were the only case of unprofessionalism that occurred on the flight by the flight attendants but unfortunately it was not. Later on in the flight a flight attendant did not want to take the time to deal with a passenger that was sitting in seat 34F. The flight attendant was walking down the aisle and tried to reach out to him to tell him something. The passenger was listening to music and looking out the window and had not noticed the flight attendant trying to get his attention. Instead of lightly tapping him on the shoulder or using other reasonable methods to get his attention, the flight attendant simply turned around and said, "I can't deal with this," and walked away.

The flight attendants weren't done yet with their exceptional work performance. When meal time came they brought me a Kosher meal that I had not ordered. After conveying that to the flight attendant she continued to insist that meal was for me, repeating the name on the meal over and over again, which clearly was not mine. This might not seem like a big deal but it just further emphasized the lack of organization and professionalism that I had been experiencing since my arrival at JFK.

Overall I would like to convey that the performance of the entire crew was unacceptable. If I was asked to describe their work performance, three adjectives that would fit best would be: incompetency, unprofessionalism and unqualified. Pretending to not understand French in order to avoid dealing with a passenger is unacceptable and outrageous. Long haul flights and the time difference between destinations makes traveling a long and annoying process. It would be reasonable to expect the crew members of American Airlines to make the experience the best that it could possibly be. It felt like they were intent on doing the opposite. As a French and Australian citizen, I speak both French and English. I want to point out the lack of effort that was used in translating English announcements into French ones. They were unclear and discombobulated.

One other thing I would like to add is that I have always carried in my heart a fond appreciation for the American culture of being kind and friendly. Unfortunately that American culture was nowhere to be found on this flight. Just to give you a quick idea of my flying experience, I have been traveling to JFK and Newark airport for the past 3 years at least 5 times a year. I am pretty familiar with what a good flight experience should be like. I would not take the time to express my feelings in writing if I didn't feel like it was necessary but this was the worst flying experience I have ever had.

This flight cost me a total of 861,06 Euros. To say that this flight and the experience were not worth the price tag would be an understatement. I hope that you can that my experience can help American Airlines adjust their processes in order to make for a better customer experience. If you have any questions about my flight, I'd gladly be able to answer them. Thank you for taking the time to read my letter."

The last time, on April 2014, AA changed almost every passenger time then the passengers who got in the plane on time had to wait for 3 hours for the last passengers to get in the flights. Then, after waiting for 3 hours, there was announcement that something was wrong with the existing flight, all passengers had to move to another flight. On the way to another flight, I heard a passenger saying that her flight time was being changed all day long from the morning until late afternoon. I don't know why AA is still in service and doing such a bad business wearing AMERICAN airlines. Why can Americans put up with such a bad honor and suffer such bad services? Is there anyone out there either cancel the AA altogether or provide better services to not humiliate Americans any further?

I get on the flight and the seat requested on my ticket was not the seat that I got and the reason for my request was more space to rest my neck due to my pinched nerve and security losing my neck pillow did not help me and it only ended up making my pinched nerve more painful. I finally arrive at my destination (LAX) 4 hours later than I was originally supposed to arrive. Flying back home - First off the monitors were busted and no blankets were given and not to mention they didn't have the beverage I wanted (as to add more stress). Connecting flight - Flight attendant ignored me when trying to put in a request for a meal and then on the same flight, someone steals my credit card and I had to wait 2 weeks for a new card.

It is unfortunate that I had not taken pictures of my shoulders because I was bruised and had so much pain throughout the week of my vacation. I arrived to my destinations in tears and dread. I believe that I am entitled to a refund for being charged for the inconveniences and the changes that were not made by myself. Everyone I had to deal with was very rude and made my travel one of the worst experiences ever. I didn't even mention that all of this was supposed to be a birthday gift to myself that took away my joy of my celebration. I felt more like a commoner than an actual human being and passenger.

I scanned all my tickets and charges and they have still denied my claims. I have never felt so obsolete in my entire life. I have flown with Delta and never had problems. Funny part is in the denial email they sent me they end it off with, "we hope you fly with us again"...are you serious? You treat me like a number and not a customer by ignoring me and not refunded what is rightfully due to me and then you tell me you hope I would fly again with you? These people are insane. Seriously!

The bottom line is that if a scenario like this occurs, where lack of preparedness with a mild mixture of cold weather (35 F) where the flight had to be cancelled, THEY WILL NOT HELP YOU AT ALL. They basically told me you're on your own. I had 3 options, option 1: they could fly me home the following day at 10:30PM (24 hrs later), option 2: go back to San Antonio and be stranded there, option 3: get a refund of 57 dollars 2 months later and be stranded in Fort Worth. They literally told me "Everything is on you SIR. We do not cover stays in hotels and we do not give out vouchers, unless it was a mechanical problem." Well isn't that a whole load of **?

I also noticed that American Airlines were the only ones that had their flights cancelled; all other companies were flying to their destinations. So they just left me overnight sleeping in a chair and switched my flight back to SA. Luckily a friend was driving from Houston to El Paso and hitched an 8-hour ride back home to an F on my final microbio exam. This is the last time I book with AA, hell no never again. Worst experience ever. Be careful, surely don't wish something like this to happen to anyone.

With 4 hours ahead of us, at least we could look forward to a movie so I asked what the movie was. In the airline magazine it gave a description of various titles available for eastbound flights over 2 hours. The (by now no longer smiling) steward informed me, no movies, no digi-player, nothing except the airline magazine with the crossword half filled in. Unfortunately, the only thing first class about this flight was the waste of money. Needless to say, US Airways will not be seeing us again any time soon.

Apparently US Airways hires the finest and who can't announce gate changes. I made the flight. I was almost last to board due to being in the last zone even though I was seat 13. I had checked my bag but would have been forced to check my bag regardless since there was no overhead left. Or so we were told. There was plenty of overhead left. The flight arrived on time at about 10 at night.

I got off the planes and went to collect my baggage. This is where the fun begins. I'm nearly first there and sit right where the bags come out. After 10 minutes the bags finally show up. After 20 minutes of watching, my bag doesn't. This isn't anything new I half expected it because they lost my bag 2 years ago as well. I go through the process of trying to find my bag, I search every carousel and talk to the lost baggage claim multiple times. The men working in the baggage area refuse to look for my bag in their stash and anyone else I had to peer in from the outside. So after being told the bag was there multiple times I couldn't find it, they couldn't find it. I filed a claim for lost luggage and left the airport near 12:30 am.

I returned home and checked the wheresmysuitcase.com. It said the bag was found at 1:30pm and was awaiting assignment to the next driver. I didn't receive it that day. I call they said it's still waiting assignment. I called 2 days later same thing. I call a week later, same response. I called 2 weeks later and got a different response. They said it was delivered even though on the website it had not be updated. It still said awaiting assignment. I asked them where they delivered it to. They couldn't answer my questions and said I must have received it and if I didn't that's my fault for not receiving it. I call their main office which is just as much a joke. They say they can't find it but believe it was delivered. I asked where so I could go get the bag and no response once again to where. The conversation ends with the guy telling me it's my fault for not receiving the bag and to file a claim. Ok so they lose my bag, can't figure out where it was delivered to and now its my fault?

I filed the claim for lost luggage with their main office. I submitted all the paper work for losing my bag and all the contents and the costs of everything but I have no receipt for my camera. It comes out to about 1700$ worth of clothes and camera and everything. I do some work and hassle the Wheresmysuitcase.com people to find out where my bag was delivered to. I was told that the delivery company had never received the bag and gave me exact dates and that's why there was never any delivery.

I tried to contact US airways no less than 100 times from September - November. I would always get the same computer generated response. I would call their number and get a human generated response 3-4 weeks later. Seriously you lose that many bags that it takes that long to return calls? Eventually I receive a call for my refund being processed, they couldn't find my bag. The person issuing the refund said, "I don't know why your getting a refund, it was delivered". So I called back since I had missed the call by 2 minutes. I called 50 times and couldn't get a single human being to talk to....again seriously? Their communication is a joke. I received a refund for 1200. They refused to cover the camera since I didn't have a receipt for it since it's 3 years old. To this day I can't get in touch with a human being there as to what happened to my bag. This company is a joke and very rude in every aspect. I just hope American Airlines has enough common sense to fire all the former US airways employees during the take over.

Fiance contacted his emergency travel number to see about other options and tools about a flight heading to Baltimore at 1945. Finally made it onto original plane after 1730, then sat on tarmac while announcement was made about dignitary being in town so flights were grounded. Flight left sometime after 1800. Made it into Baltimore to offload onto tarmac where doors were locked and passengers were forced to wait outside in the cold and windy weather waiting for some employee to open the doors so they could go inside the airport and head to baggage. After this third debacle this will be the last time either one of us fly US Air.

After getting off the airplane, getting on a bus and traveling to the other side of the airport, running up the escalator carrying luggage, running to Gate A12 out of breath... we were told the Gate had changed to Gate A11. You would think that would be right next door, but it wasn't. Once again we took off running carrying coats, luggage and purses. We arrive at Gate A11 and we were met with a very unhelpful, rude attendant. She informed us that our planes doors had closed and we could not board. We asked if there were any other flight leaving that night and her response was a very short "no." We asked if US Airways would put us up in a hotel since we were held up due to no fault of our own and her response was once again a very short "no." She did not offer to apologize or to get us on the first flight in the morning... Nothing.

At this point I felt compelled to ask for her name to send it in with the complaint I was going to file with US Airways. At this point she became hostile. She had to literally be dragged off yelling and screaming. Her remark to me was "** you are trippin'!!!" She was being held back from jumping over the counter to attack me and I said, "Go ahead, I have no problem helping you lose your job tonight." Her response was, "I won't lose my job, we are Union!"

Finally a Supervisor shows up by the name of Melisa ** and she was no better. No one would give me the name of the girl that was just dragged off, so I pulled out my cell phone and began to video tape everyone. Well, Melisa ** came out from behind the counter and grabbed me quite forcefully by the wrist and pushed me back stopping the video taping. I said "I wanted to press charges for assault and battery and I wanted the police called." My sisters and I finally went to get an Officer when we realized they were not going to. The police officer took our report and took a statement from them. Although they denied touching me, we were able to provide to the Officer via the video tape that she came out and attacked me.

The Customer Service Rep., John **, ripped up our plane tickets that Mika had gotten for us to leave in the morning. Mika stayed calm and professional the whole time... The only one out of all of them that had any customer service skills at all. However, John ** ripped them up and said he would not allow us to board any US Airways flights. His reasoning for this was because when we said the first girl was rude and he wanted to know "how was she rude?" We told him her demeanor, attitude, and she got "Oprah" on me. He said he was ripping up our tickets because I used the word "Oprah" and that it was a racist comment. I said "I am far from being a racist." Using the term "she got Oprah on me" is a term that describes a behavior, not racism.

We had to spend $1188 for 3 tickets with Southwest to get home the next morning. US Airways refuses to do anything about the behavior of their agents or reimburse us our money. Unbelievable! I will NEVER fly this airline again! HORRIBLE.... HORRIBLE.... HORRIBLE!!!!

However, upon arriving in Philadelphia I was told by the "customer service" representatives that, "Sorry no rooms are available! Good Luck and here is a number to call and you would have to pay for the room and get reimbursed later on." No mention of the amount of reimbursement or any other limitations. I called this number and was told they had no rooms available. Everyone else looking for rooms found the same answer. The next problem was my bag was booked to Philadelphia, so now I was forced to leave the security area of the airport to retrieve my bag. Now I was stuck outside the airport with no way getting back in til the morning. I took one last attempt of getting help from the ticket counter only to be told they had no suggestions - and surely worse things had happened to me.

Complete lack of compassion or anything resembling customer service. I was so upset at this point all I could do was sit down and wait. With no hope of finding a room, I went to the Marriott attached to the airport to get a meal and make one last attempt at finding a room. After listening to the desk clerk tell multiple people there were no rooms available, I resigned myself to sleeping a bench somewhere. Then out of the blue someone came out and offered a room that had just opened up.

The rub came when I finally went thru the US Air process of getting reimbursement and hopefully a heartfelt apology and possibly a reasonable voucher for a future flight. Their response was to offer me a $75 voucher and $79 towards my $300 hotel room that I was incredibly lucky to get at all. There was an implicit contract to put me up if I traveled to Philadelphia. I feel completely wronged by them.

I get off the plane and had a voice mail stating my flight had been cancelled. Not knowing what to do I go to the gate agent who was chatting on her cell phone and asked what to do. After she could not help me, she directed me to the customer service area which was a good walk away. Getting to that counter, the agent was also unhelpful, had no sense of geography as she wanted to re-route me to a far away city and not very pleasant. She books me on another two connecting flights and have me arriving at my destination 7 hours past my original time. As I run to the end of the airport, I arrive at my new gate just to get another call saying that the connecting flight was cancelled too. I call the number left by the automated message to figure out how to get to my destination.

The lady on the phone books me to Toronto, Canada and has me fend for myself to figure out how to get to Niagara. I tell the lady the importance of not being separated from my bags. She assures me everything will be re-routed with me as I had several hours to wait for the next flight. She told me there was a plane leaving earlier to Toronto and I should ask if I can board that one. I get to the gate and ask, and the agent said I could not board since it was boarding within 55 minutes and my bags would not make it on that plane. She said I needed to travel with my bags since it was an international flight. I said ok and waited for the next flight which left 2 hours later. I again let the agent know how important having my bags would be. She said everything would be re-routed.

I get to Toronto and my bags are nowhere to be found. I go to the baggage claim area and waited 20 minutes for the only girl to get back and help me. She said my bags where in Boston and I would not get them that night. I told her how important it was to have my bags and she said that they would be delivered to my hotel by a courier. She told me to call the 800 number to make sure they were on it. I called the 800 number for baggage with US Airways and tell the guy how important it was to have my bags. He said they will be re-routed and delivered to my hotel. I was told to call again in an hour to confirm.

I call in an hour and the guy on the phone says he cannot reach the Boston Airport baggage claim for US Airways and I had to call in the morning. I again let this guy know how important having my bags for the trade show was. I call in the morning to find out where my bags are and the rude lady on the phone says they will arrive in Buffalo two hours from then and could be delivered within 4 to 6 hours. I tell her that I had a trade show to exhibit in two hours and it was unacceptable to wait 6 hours as it should have been delivered the night before. She was very unhelpful. I call back to talk to another lady named Cindy who finally understood the importance in having my bags. She got a hold of a supervisor in Boston and that guy said he would put them in a car and get them to me within a few hours. I thought the nightmare was finally over.

I go to take a walk and noticed I had a missed call. I check the message and it was a Boston baggage agent telling me that I left two of my bags behind and I need to pick them up. She also said I should have made a claim for them. The nightmare was back on. You see at this point, I already made a claim the night before and spoke to the claims people four times. Also at this point, I was under the impression that my bags were on a car and headed to me. So I call the claims office again for the 5th time and said how could this be. She did not know and did not know her own job. She calls to find out more information and after 20 minutes gets back with me. She tells me that my bags could not be delivered because there was no customs form.

There was a customs form, they just lost it. She tells me the only way I was going to have my bags is if I went to get them myself in Buffalo. So they cancelled my flights, did not deliver my bags to me, could not get me to my destination, could not arrange transportation for me, leaves me stranded in another country and was rude all about it. The only compensation offered was to waive my bag fees. When I expressed that I wanted to speak with a customer service specialist, they told me I had to email my concerns. No number to call. I email my concerns from the myriad of royal screw up and incompetence on behalf of US Airways as well as the lack of concern in helping me and fixing their mistakes. Never heard back from anyone and no compensation. I have to fly back home with them but then I will never fly them again.

Imagine my dismay when I checked a few days later and all of my seat reservations were gone. I called. Customer service managed to get me window seats on three of the 4 legs. Nothing on the longest one though and that is a 4.5-hour flight. I have spoken to a number of people and they all say how sorry they are but they can't fix the problem caused by their system. Shame. Why call it customer service if they can't fix issues. I won't go into details about their credit card. It's another long story and in the end, just as frustrating. I recommend against flying this airline.

My wife went on her iPhone and discovered the airport was not closed and our connecting flight to Memphis had taken off on time. When we finally arrive in Charlotte, we waited another 45 minutes as they cleared a broken down plane from the runway. When we finally arrived, we were directed to a customer service counter along with approximately 200 other people so that they could reschedule our flight. We were offered a flight to Memphis 3 days later. This would have given us exactly 18 hours in Memphis before our scheduled return flight. They told us we could fly to an alternate airport the next day. Unfortunately, none of these had any seats available.

We finally accepted a flight to St. Louis, MO - a 5 hour car drive from Memphis. The customer service reps did nothing to help customers find hotels, food (all food counters were closed), etc. On our return flight, we had a similar experience. We took off late with no explanation, missed our connecting flight, were directed to the wrong gate, were rescheduled on a different flight, which also took off 2 hours late. Our online complaint to USAirways was received with a prompt "It wasn't our fault" reply. But they did encourage us to fly USAirways again. This airline is a mess.