American Airlines Reviews

Now I notice her return flight is to wrong state completely. So on phone for another hour, I booked through Priceline and they have it correct. Really I will pay extra to fly her back on different airline. They suck. No human beings work there. Oh yes and she had to scream at them to get her luggage which they refused to give her.

This outfit does everything possible to keep you from talking to a real person even when that is the only alternative to addressing your problem. I have had similar issues in the past as I am at a major hub for US Air. I am now steering my business away from US Air to other airlines.

My daughter had just been saying she would never fly American Airlines because of their bad customer service, and basically they had been tricked into flying with them. We had to rush a couple of blocks to another line we were told to go to. When we got there the American Airlines worker told us we could not go through that line with infants, so we had to move to another lobby and another line. At that lobby the American Airlines worker was disrespectful, impatient and generally rude, blaming my son in law repeatedly for being late and refusing to listen to him and continually interrupting him.

It is hard to come across in writing how belittling she was, telling him to stop talking and treating him like a child, even though he never raised his voice and remained calm. He had carefully followed British Airways policies for carry on and checked in baggage, but she was insisting on enforcing American Airlines policies (which of course he could not possibly have known, as he bought a ticket for British Airways!). Even though this worker knew we were in a hurry, she took her own sweet time and said "Don't rush me!". We then had to take most of the luggage to another location (they weighed the luggage in the one place and then took them in another). At that location we were told we could not check in certain items and had to take those items to yet another location.

This was the last time I will see my family in a long time, possibly for a couple of years. American Airlines ruined my last hours with them by causing us to be rushing around an airport and not even having time to change their children's wet diapers before they barely made it to their flight. My family and I will avoid American Airlines, and we will also be careful to check if anyone is contracting with them and avoid that as well. These events occurred the evening of 10/16/14.

Moreover, the fly attendant decided to put my carry on luggage in the plane compartment that is located under the plane. I explained to her that they need to start enforcing company’s procedures due to other people had more than 2 bags or luggage than others. Of course, they didn't care about my opinion. At the same time, the airplane was stuck on the dock waiting for a technician fix the problem that took over an hour. I let the fly attendant know that my wife has a condition and we need to leave the plane since the pilot announced that they were going to try to fix the problem without any positive results. After 10 more minutes 10:25 pm the pilot announced that they are going to fly the plane regardless the technician fix the problem. I was shocked and I decided to leave plane and rebook another plane due to the lack of competencies of the employees.

Once I arrived to speak to their customer relations on the Miami airport, the manager (Luz **) gave us new tickets but she couldn't understand the level of concern that I had towards her company. Instead of finding a solution she decided to make it complicated. My wife and I decided to book a hotel and pay $158.00 plus a $7.59 fee that I had to pay for keeping one day my vehicle in the parking lot in Chicago. We didn't get not even an apology from anybody, which means that they don't care about their customer who spend money on their company. I will not spend more money on this company anymore. They had lost a good customer forever.

I arrived over two hours early and the line for American was already out the door. I walked up and caught someone near the line to ask about my priority access (US AIRWAYS was right next to America Airlines in Toronto) so this happened to be a US AIRWAYS employee. She was very sweet even with the chaos, and grab me and started me to the counter to get my checked baggage tag too so I could proceed. Well she sees that it is American Airlines, so she grabs the American lady standing just over the rope and says "this is an American Airlines ticket, can you take him?" and she said "NO, he needs to scan in". The line US AIRWAYS lady said "but he has a boarding pass already and has preferred status", but the American Airlines lady said it did not matter. So I thanks the US AIRWAYS lady and go and get in the American Airlines lanes, and I notice the priority access line is empty, so I go to enter and another American employee stops me and says first class or business class only, I show her my boarding pass and she said it only applies to Emerald or Sapphire. Well, that is not what the data reads.

So not wanting to be an unruly passenger, I get back in line figuring I have plenty of time. Well, the surprise is on me. Not only did it take hours to get through the American Airlines line, but after customers comes the TSA check-in point and the Priority TSA access lines for American and US AIRWAYS passengers. Once again, I was denied entry and in this case a burly TSA agent seemed to be very intolerant of me trying to defend my case, so I got in the regular line. Well to make a long story short, my flight was leaving at 6:50 AM and without stopping for a drink or food, or bathroom, or any reason, just going straight to my gate, I boarded the plane at 6:45! I almost missed my flight and should not have even been close if I had been allowed to exercise my status as I had earned.

I am hating this merger more every day and I am hating American Airlines more everyday. I am retired USAF and I read recently about the US AIRWAYS flight attendant that refused to hand the active duty soldier's cost, and I first thought, they must be mistaken, that has to be an American Airlines flight attendant not US AIRWAYS. I have been so loyal over the years and am so utterly disappointed with this show merger. I feel betrayed and lied to. Who bought who for crying out loud?!! I am so tempted to just forget all my miles and bail to United. They fly all the same routes and have a nice quiet hub in Phoenix, unlike the nightmare terminal 4.

And since US AIR is going to move their headquarters out of Phoenix anyway, it seems no great loss. I am so hurt and so disappointed with this recent trip. I can't imagine being treated like this after being so loyal.

Some staff gave passengers vouchers and left others to sleep in the airport. My relative and I, along with another passenger, flew to Birmingham, AL and rented a car to drive to Memphis, the only way to arrive the next day. It appeared that the airline wanted to absolve itself of all responsibility by saying "We tried to get you there, but nature intervened," when they acknowledged prior to take off that it was risky. Yet, they did not cancel the flight in time to reroute passengers. Nevertheless, there was no excuse for their rudeness, lack of helpfulness, and disparate treatment. In the end, we paid much more for this trip than planned!

The agent said she could put me on that flight but any flights continuing to San Jose the same day were not available. Later that evening I found a flight out of Phoenix to San Jose off the Priceline website for $337.00 and booked it so I could get home. Guess which airline that was on?? US AIR!! AND US Air had one agent at the ticketing counter the following morning and over 187 people in line! NICE! Two days later I pulled up my unused ticket to request a refund and it shows a connecting ticket which I was not told about nor did I use and I am outraged! This was our second trip on US AIR - thinking it couldn't happen twice the first time we were diverted, and had to drive 2 states to make a cruise! Again - no reimbursements! BAD ETHICS AND SERVICE ALL TOGETHER!

I did not get any rest. I ended up by the bathroom door hearing every door opening and closing, then by the kitchen, where the lite and chit chat of the staff kept me up. The staff was rude and not helpful. Because of the delay I almost missed my connection. After arriving to my final destination it turned out my luggage did not make it. They had no idea where my luggage was. Because of the wait and having to file a report I missed my final connection and had to wait 2 hours. For over 2 days I did not have my personal belongings.

Upon return I wrote a complaint. To add insult to injury they do not see anything wrong with what happened. AA is good in responding with their meaningless form letters. It is actions that speak, not your meaningless song and dance. I have been flying with AA for 20 years, but the service is worst than ever since the merger with US air. Overpriced with no service. We the travelers should demand change. Read all the complaints, how can AA get away with it? Something has to change and soon. In the meantime I will take my business elsewhere.

I was told to contact the baggage claim department (and since I had to leave for Seattle, I contacted the DFW luggage claim). I spoke w/ a guy there named Meon and he sympathized and told me that he would pass it on to the supervisor and would call me back. 3 weeks passed, no phone call (I called a few times but was told that I had to speak w/ Meon). I called again and finally spoke w/ Meon and he said that he didn't remember talking to me but said that antiques are not covered by American Airlines. I requested to speak w/ the supervisor and was refused. So apparently, American Airlines have the following: 1) liars as employees (so if your name is Meon and you're a Japanese descendant with a moustache in Tokyo ticket agent, you know what I'm referring to) 2) bad service 3) no sense of responsibility 4) treat customers like dirt.

What is scary is that we learned that we were one of three planes who had this event happen to them that night at the very same airline. When we reached our outgoing flight at about four minutes after the time our ticket stated our flight was there we were greeted by a very rude agent. I have three children at home who were expecting us to arrive home that night and I was crying because I was going to disappoint them. I tried to speak with her about the issues and she informed me that I was being "hot". I was sitting in a seat off to the side speaking with her (she was behind the counter). She then informed me that she was done and she was going to call her supervisor. Her supervisor arrived about 10 to 15 minutes later and my husband spoke with her.

Their solution to this issue was that they put us up in a hotel room (which forgot to give us the wake up call that we requested/thank goodness we set our own alarm) and they gave us a meal voucher for the only restaurant open in the airport. We then flew out the next morning. Because of leaving us on the air plane for that time, I had to scramble to find someone to care for my children, contact judges to reschedule court hearings and cancel client meetings. I understand that things happen but the way that we were treated on the plane (where the attendant told us that we would have no problem making it) and the two individuals who were to provide customer service, is unacceptable. On top of all of this they could not find our luggage prior to transporting us to the hotel. Is this kind of experience common with American Airlines? We have always flown Delta and never had this problem before.

As I had to undertake some tests at UIUC, my travel was very urgent and had to make current booking by United American flight on same day paying exorbitantly high price. On talks with various stakeholders in the whole saga, we came to know that American Airlines did not pay to the partner airlines in India for Mumbai- London Sector. It was total failure on part of American Airlines. They have paid the full refund but not compensated for hardship. Reply from American Airlines smacks of discrimination and an unfair and unjust grievance resolution. We have decided never to travel by AA from India for offering such a pathetic service.

So I had to wait in customer service for an hour to rebook a flight. So the next flight out where I could reach DC was at 12 midnight. Had to wait around ten hours in the terminal and catch the red eye flight which wasn't even a direct flight to DC but another connecting flight from Charlotte 6am in the morning and landing in DC around 9am. I had two nonrefundable nights booked at the Omni Hotel, so one night stay $ down the drain. Thanks US Airways!

The next day as I'm boarding the plane for my flight back, they force check my carry on luggage stating the overhead bins are full. As I walk towards my seat, what do ya know... empty overhead carry on storage space! As we are waiting to take off, the El Capitan announces there will be a 45-minute delay which turns out to be another delay announcement and another for a total of plus 4 hours stuck in the plane and on the runway.

By the time we reach Phoenix, my connecting flight had left AGAIN. This time had to stand in customer service line for two hours as everyone missed their connecting flight. The next available flight out was in the following morning. I had explained to the customer service lady at the counter about my flight experience and this was happening to me again, you should have seen the look on her face, almost blew a gasket. Asked for my bag they force checked at the gate but of course they couldn't retrieve it which has all my stuff in it so I ended up sleeping in the cold airport terminal in a T-shirt. Thanks US Airways for letting me experience what being homeless feels like!

Next morning after a cold night uncomfortable sleep in the airport terminal, I board the flight to San Jose. I land and go down to baggage to pick up my carry on bag that was force checked and the whole time thinking to myself "they can't have lost my bag too... cccan they?" Annnnd... they did and it did not arrive with my flight. How do you guys manage to literally screw everything up? Have a bunch of lazy and inept workers at US Airways, people should be fired starting with the CEO on down because obviously these people don't care and it shows in majority of the workers attitude and service from US Airways.

Maybe I should just be glad my flight didn't crash and I'm still alive! Once again I had to wait in the baggage customer service line for an hour and they couldn't locate my luggage. Took a taxi home and as I head to my front door thinking "well, at least I'm home and can get some good sleep in my own bed" the realization that my house keys are in my carry on luggage. As I'm yelling out loud "NOOO!!!!" dropping to my knees on my front lawn grass and just laying there in surrender (yep... just like in the movies). Had to wait hours to get my door open.

After which I kept calling every other hour their luggage customer service for a status check and a callback on my lost luggage but nothing, no status update and no phone call from the US Airway, San Jose branch. The next day on like my 8th call they finally track it down. So after all this drama and horrible experience, I spend another hour writing a detailed complaint letter documenting everything and about all the mental anguish I had to go through. I also noted I am a US Airway World Mastercard credit card holder which I use extensively.

A week later I get a sorry ** reply saying we are sorry but there will be no compensation, ZILCH and that it was a honor to serve me. Just HOWWW did you serve me? Are they trying to be insulting? I sent another email for further review but same response, after all that they put me through, what does it take? I'll immediately be cancelling my US Airway Mastercard and will NEVER fly US Airways again. Will gladly pay more for another airline anytime!

Avoid this airline like the plague, their customer service is non-existent with rude staff. Their flights suck, flight delays are the norm with these guys. They don't even offer any in-flight peanuts and they charge for baggage. Even most of their airline fleet is old. If you love rude and crappy service, regular flight delays and mechanical failures, paying for baggage, no peanuts or pretzels then this is the airline for you. Otherwise, stick to Southwest, JetBlu and Virgin who know something about good service. Support the good guys and let bad businesses like this know, by not giving them your business and hitting them where it hurts their bottom line. Send them a clear message that WE will not put up with this kind of service and treatment!

No flight or other arrangements were offered by AA, knowing he was military and had to be on base by Tuesday eve. His constant questioning of the ticket agents did nothing. They were not helpful at all. After all that, he had to pay a bus to take him to Twentynine Palms from LAX which was more money out of his pocket. We have tried and tried to call, email, etc the customer complaint representatives to no avail. They will not even discuss a refund of his return trip. He was TWO DAYS late getting to base. Shame on AA! They could have done something for him. Now that they didn't, they should refund his return trip money. I can not believe they are still in business.

When I returned home I called the airlines to complain and was told the reason for my flight delay was mechanical, not weather related. I explained that we were told the delay was a weather issue and therefore not offered accommodations. I was very angry after hearing that because I was lied to or being lied to and either way it was not good. In an effort to accommodate me the airlines offered me a $100.00 voucher for a future flight with them good for one year. I'm not truly expressing my anger but that last airline I would ever fly would be US Airways. Their customer service lied and my overall experience was the worst. I've flown a lot and I pray I never have to fly that airlines again.

I have emailed on at least 3 separate occasions about how their customer service and attention to detail has gone into the cellar - all with no response. I am extremely frustrated and feel like they can do whatever to whomever with no repercussions and no way for the consumer to voice his concerns and certainly no way to get feedback if he does turn in a complaint. I used to love American Airlines until the merger where they took a nose dive, and I have been a very loyal customer (Platinum) for several years. I would like to know why a company that is based on customer service can't or won't respond with someone high enough in the organization who cares about his customers.

I was told I was being denied access to my flight because I didn't arrive an hour earlier than my flight take off time. I was there 45 minutes before takeoff - really an hour but their kiosk station was closed, since they are merging with AA. I went to their kiosk and was unable to print my boarding pass, so I went to the counter and was denied access and told this was policy - but nowhere is this policy written. I was told to call customer service if I had a problem and handed a rebooked ticket with stand by status.

When I call CS I was told this policy was on their website and she would find it for me - well if she has to look for it, how would I find it? I mean this needs to be on the ticket, on the confirm at the counter! If you are going to strictly enforce a policy, make sure people are aware of the policy! I was rebooked and lead to believe that I was on stand by - not secured seating - for the next flight the next morning (Monday morning) which meant now I must either sleep in the airport or rent a hotel, come back in the morning & hope I can get on the plane! To only arrive the next morning and be told my son & I are on their no fly list (because I cursed - at the situation, not the rep)! If your business is customer driven & you plan to continue to use trickery to disguise your overbooking practices, then train your staff how to deal professionally with disgruntle customers because no one likes being screwed & some won't take it with a smile!

They had to leave their luggage behind since they didn't have the money to re-book the flight neither the time to delay their return. So now they have their luggage in bolivia with no clear way to get it home. After talking to the aa supervisor DILL ** at the southeast reservation center, north carolina, and asked him to listen the conversation I had with the aa clerk about the wrongful information I was given, he said that most likely they didn't record that conversation, and provide no help at all, other than telling me to contact customer relations and explain this particular nightmare. I would have preferred aa send the luggage in the next flight even if I had to go to the airport again the next day or so, but that wasn't a viable solution for them and I had to pay as cargo, even though I truly believe I didn't do anything wrong on my part. I hope somebody can help me to solve this problem somehow.

US Airways has created a Monopoly in this industry - this is the time our government should step in, but since they are currently the weakest cowardly people in office, that won't happen. With a weak Federal Attorney General, there are blinders on. In assessing this airlines, it is clear they get the bottom of the barrel employees - good employees have found new jobs or are unemployed. People generally treat customers how they are treated by Management. Obviously this is a profiteer company that ONLY cares about profits - If they continue their poor behavior, they will cause people to drive their automobiles more often than taking a flight. I certainly would rather drive 1000 miles to Dallas than take a risk of having day long delays or give these filthy profiteers my hard-earned money. They could refund me the entire amount and I would still not fly US Airways or any airlines affiliated in any way with US Airways - now my wife feels the same way. POOR LEADERSHIP and investor first policies will eventually send them into bankruptcy down the road. If we ever get a government back in place that enforce our Federal laws, they will take down these unethical businesses like US Airways.

I DO NOT TRUST THEM OR THEIR PLANES NOW. I read about 50 of the complaints on this company. I am surprised they are even rated a 2. This is more than likely because they have still reviews to keep them from reviewing at a 1. Most people are angry but sometimes run out of options and have to fly US Airways - if they continue to swallow up other companies who are much more respected, they on their own will take down the industry. I will only fly South West Airlines or drive in the future. Delta, AA and US Airways are all the same now due to the monopoly they have created. They surely need to be investigated. I would not doubt if they loophole taxes, hide money and break FAA laws. When you find an unethical business that deals with the public, it runs much deeper than that. I will dispute the charges based on the type of ticket my wife purchased and I will win.

They must FIRE their CEO and all of the officers of the company and maybe even the USA-AG should indict them for some of their practices. US AIRWAYS SHOULD BE ASHAMED AT USING THE LETTERS - U.S. for that is not what this country stands for. It is a fair assessment after reading the complaints and with our experiences it is all about the fat cat bonuses that are received by these fat cat executives of this poorly operated airlines. They hire incompetent people and are short staffed (Based on many complaints I have read) because people want to be treated special (Meaning employees) so they settle for the bottom of the barrel skill sets as they are cheap to hire.

I hate rude people. I despise people and companies who treat customers as US Airways does. GET OVER YOURSELF, US AIRWAYS. Few people like you. You're only the airlines of choice when there are no other options, you're not preferred. When people book with you, they do so with hope - as they hope they will be on one of the few flights that depart and arrive on time. I do notice that no one from US Airways responds to the complaints - meaning they DON'T care - if it were my business or I was CEO I would certainly take these serious and set up a team to resolve these issues, hold everyone in the organization accountable.

GOOD LUCK with your strategy of disrespecting customers and not listening to the customers' needs and/or expectations. Your shareholders are in trouble in the future as with social media it will only get worse. Hope is not a strategy - but is the strategy employed by US Airways - They hope by acquiring a good airline like American it could help their reputation, but I will tell you it won't. You surely will change this airline (American) a pathetic shambles, as it has already begun - Rude, uninspired and lame agents, pilots and attendants - with a poor customer service department. Read the writing on the wall. If nothing changes in your behaviors, nothing will change with the customer experience. I am disgusted at some of the complaint I read on Consumer Affair complaints. I cannot believe that some of the medical type complaints were not taken to an attorney and lawsuit weren't filed. But then again maybe they were and settled out of court.

My husband try to said something else and this "lady" was so nasty that said I closed the door I am not going to change it take the next flight and I don't how old are you but I am not going to do nothing else. My husband is 30 years old and look very young, that's not her business, I am very annoyed about this whole situation. This airline sucks is the worst. I never take another flight with this airline and not going to let no one to do it. I begged at her telling that please let us in because my 2 girls were crazies and she just left. Now we are waiting 2 hours for the next flight with no confirmation. Service in this place is gross.

Well after numerous (6) attempts to get my reimbursement since 6/23/2014, as of yesterday, 8/19/2014, I was told by US AIRWAYS they will not reimburse me for my rental car. Shocked? Yes. DISGUSTED? Absolutely!!! My question to them was... How was I supposed to get home on 6/20/2014 if you could not provide a flight? Wait the next day for the next available flight which would be the next day. So I am an 1-1/2 away from home and they want me to stay the night in the airport and wait for the next flight the next day? Seriously? I work the next day!! Needless to say, their customer service is HORRIBLE!!! So please if you read this please reconsider this airline for any of your future travels. They really do not care for their customers and just want your money.

Here is the worse part: from my hotel room, I tried several times to get in touch with the airline, with no luck. It was late and I had meetings next day. My sister back home decided to try and make some calls and at least get the correct phone number for me to lodge a complaint. She was on the phone for 2 hours, was given two numbers by two different people and when I called neither number worked!!!!! She then got on the phone again and was told by a indifferent agent to go online and make a complaint there. You know what? It is what it is and there is not a thing we can do. There should be laws against this kind of treatment.

I check with Expedia and saw that her reservation had been changed to an afternoon flight - how difficult would it have been for AA to have notified the passenger that this change had been made? How many thousands of calls must they receive every time they do something like this? You'd think with the technology available they would have more modern capabilities. I called Expedia because I saw on the AA web site that there was an earlier flight as well as flights into Newark that she could use - all on AA.

Expedia explained that they could not change the flight without talking to AA and when they called AA they, too, were told the wait time would be more than one hour. Flights get cancelled every day and passengers get re-booked. I can't speak to the reason this flight was cancelled because AA did not provide a reason. However, when it happens, they have a responsibility to their customers to provide the necessary information to allow the passenger to plan their day and reorganize their arrangements. To advertise wait times of HOURS is absurd. If AA is so understaffed that this is the best they can do, they need to quietly close up shop - there are enough other airlines that do have good service that can take up the slack. I shall continue to boycott AA in the future and will opt for flights that may be a bit less convenient if it allows me to use a carrier other than AA.

I emailed them AGAIN on August 6 and I am still waiting for a response. I find it completely unacceptable that there is no way to contact customer relations by phone, I have spoken with multiple supervisors and have been told the same thing over and over, that I will simply have to wait for someone from customer relations to contact me. I just want someone from US Air to contact me and acknowledge that a mistake was made, on their part, and make it right. We all pay a lot of money to fly, I don't feel that asking for prompt customer service is too much to ask.

After a very rough landing, the crew informed the passengers with connecting flights that their next flight would be informed of the delay and would wait for us. This was not true. My next flight was at 8:05pm. I finally got off the plane at 7:46pm. I sprinted to my gate all while praying they would be waiting for us (I wasn't the only passenger connecting from my plane). I was the first to arrive to the gate EXACTLY at 7:56. The doors were closed and there were no US Airways representatives present to help. There was a sign at the gate that said the doors would close at 7:55. I was only ONE minute late. Clearly the crew from my last flight lied about them waiting for us. The other passengers began to arrive. The plane was still there. We finally found a US Airways rep to talk to and explained the situation. She said we were too late (despite the fact that the plane was still sitting at the gate!).

I'm now waiting for the next flight which isn't until midnight tonight. Yes I now have to wait in the airport for 4 hours because they wouldn't wait a single lousy minute for us delayed passengers. US Airways has both damaged and lost bags from my prior trips. They clearly are too incompetent to take care of their customers properly. I have surgery in the morning and now will not have a good nights rest beforehand. They have pissed me off for the last time. I will never use US Airways again! They are liars.

It has been 43 days and I haven’t yet received my delayed bag. I have only received apologies every time I contact the Baggage Center of American Airlines. By my own means I have already confirmed with Qatar Airways that all 9 pieces of luggage were given to American Airlines in London. Furthermore to my surprise American Airlines, one of the biggest air travel companies, is not part of the World Tracer Baggage System, which helps you located your delayed luggage. I know I am just one more dissatisfied customer, and I know that this complaint may not make any difference, but it is just one more way that I find to let out my frustration. In that bag that American Airlines lost due to their ineptitude I had all the clothes I owed and I've even had to dress with my daughter’s clothes. To be honest I only want my bag to be located, because I don’t think I will receive a full pay for my belongings that American Airlines lost. With this I have proved that all those policies that American Airlines says to have for better customer service are only in paper and not enforced at all.

I worked as a customer service representative in many service industries and I never behaved this way to any of my customers nor I had an experience that was this bitter. This was completely unacceptable and disrespectful. I felt insulted and was very angry. My dad was decent enough to keep his cool and gave her soft replies and checked in to fly. I expect an apology letter from DTW American Airlines counter / Ms. Ann apologizing my dad for her rude behavior which was disrespectful, rude, humiliating and insulting.

Now my wife and kids are not able to board the flight to the USA. The Alaska Airlines staff in Mexico City forced my wife to buy new tickets for another flight to the USA for another day. The Alaska forced us to spend $1000.00 dollars for new tickets. They would not even give my wife a bargain. My wife informed the Alaska Airlines staff that she had small children. However, the staff said that it was not their problem. This situation has caused severe headache, stomach pains for my entire family. I will tell my friends and family about this horror story. I will never fly Alaska Again!! Sleepless in LAX.

US Airways should compensate us for the inconvenience and stress. My blood pressure has gone up due to stress. His luggage too is definitely going to be lost. As a mother it breaks my heart to see my son so tired. His 18 hr travel time has now turned to a 40 hr travel nightmare. I don't understand why the airline has scheduled a flight and will cancel it at the last minute only to tell us that they don't have enough crew. We paid in full for that flight. We should get a refund!

I complained to the flight ground crew upon arrival and was told that they were sorry for my discomfort, but there was nothing they could do and that I would have to file a complaint with customer service. I filed a complaint demanding that at MINIMUM I expect to have the miles that I redeemed to purchase my ticket refunded. I also asked to them to direct me to the official written policy of American Airlines pertaining to oversize passengers and to the enumeration of my rights as a passenger under American Airlines terms of carriage.

It has been 5 days since I filed a formal complaint and I have not yet been contacted by anyone able to answer my questions and resolve my complaint. Through the anonymous social media account for @AmericanAir they tell me that they will respond within 60 days... but I find that to be an unacceptably long period of time. I believe that it is the airline's responsibility to publish policies that pertain to oversized passengers and to require their ground crew and flight crews to enforce that policy. If I pay for a seat, then I expect to be able to sit in the entire seat without being encroached upon by an oversized passenger who is allowed to be seated adjacent to me. What are my rights as a passenger, and what are the airlines responsibilities with regard to policies such as this that have a bearing on passenger safety?

** interjected "Do you want me to tear the tickets and give you back the money or you want to catch the flight?" When I said, "You cannot talk to us like that," ** said, "Actually he can." And all this is happening at the check-in kiosk ~2.5 hours before the flight is scheduled to leave. The allowance of two bags was listed in the Emirates (the main segment: JFK - Dubai- Kolkata) itinerary but they (** and **) were not even interested to listen. Their only argument was: "My computer does not show that." Throughout, their conduct was rude as if they were doing a favor by serving a customer. Note that my father had flown in by the very same route (in reverse) while visiting the United States, when 2 bags were allowed. When we produced the baggage tags for that, ** said: "They did you a favor but we cannot do the same."

I paid 60 dollars for a trip that was already paid for, but worse than that, my father left the United States saying this is the worst behavior he has seen in his life. And he has traveled via international flights more than 50 times to several countries. The sheer brazen defiant "I can do whatever I want" attitude showed at every statement these two people made. They lack the basic behavioral communication skills that was one time part of the US Airways (I liked US Airways, until now and I have traveled by air for 8 years now in USA). I feel cheated because I know this trip was paid for but the more important part is the way these people spoke with a customer. I feel harassed and extremely disappointed at the conduct of these people, even from a humane point-of-view. They (** and **) never offered to help, check the situation out. I know that the fact was inside the ticket but perhaps incompetence or boorishness or both got in the way.

Here is what I am going to do: 1. Write, talk, post about this to as many offices and newspapers and social media as I can. 2. I will religiously do the above and follow-up with more emails, letter mails and posts anywhere and everywhere I can find and get my hands upon for years to come. 3. I will cancel and get out of my US Airways dividend miles. 4. I will strive to never fly US Airways again. I can assure you US Airways lost at least USD 5K business / year today because of the conduct of these two representatives, for I will persevere to make sure me or my family or my friends or peers never fly US Airways. 5. I will also file other forms of complaints as possible.

To make a long story as short as possible, she was denied boarding and told to leave the plane immediately. Initially we were told it was the head stewardess's call. When asked she said it was the captain's call citing that there was no place to land in an emergency. I stated that our flight path would take us over cities such as Brasilia, Manaus, and a host of Caribbean airports, not to mention Florida and Georgia airports. I also mentioned that this was not an emergency as she was fine as most people are after vomiting. The captain would not speak to me and we had to deplane.

This removal was in breach of the US Airways contract of carriage (Revision 1/16/2014) Chapter 3 (Refusal to transport), Section 03-01, Paragraph 6, Bullets 10 and 16 because we were never reviewed by a US Airways' medical adviser. If the captain is considered the medical adviser, he certainly did not ascertain the severity of the problem as he did not leave the flight deck.

Additionally, the supervisor would not provide lodging by the airline and left us to fend for ourselves at midnight, on a Saturday, in Sao Paulo, during the World Cup, knowing that we do not speak Portuguese. To be brief, finding a room was difficult due to language challenges and last-minute availability. She did finally offer one option but at a price point well beyond our means. Ultimately we had to choose another option without the help of the airline.

We were also told that we would have to pay the fare difference for the new flight, but I was able to fight against that and we were rebooked on an American flight for June 22. However, she could not honor my girlfriend's special meal request that had been made weeks prior. In effect, US Airways would not accommodate or at least try to accommodate a traveler with diagnosed and documented Celiac Disease. In summary, the flight did not meet our expectations for the following reasons:

- We were not provided with special dietary meals as requested for a passenger with a documented disease.

I have a complaint with US Airways currently open. However, many of my above points were ignored and instead they focus on the point that I volunteered to leave the plane to stay with my girlfriend. I am not sure who would have actually relaxed in their seat and flown away while their significant other was thrown into a very tough situation - but US Airways apparently thinks that is how people should behave.

The 'AoG" was a T storm. If the plane had been in good working order the 'AoG' would have been irrelevant. Was it necessary to be rude to an old lady? One rude agent may be an exception, two rude agents looks like a rule. We have options; she will not fly AA again.

L.A. flight: Delayed for three hours because of the weather in Philadelphia? The personnel unable to help - they were confused.

Philadelphia flight: Delayed because lack of employees. Personnel unable to help - they were confused.

Departure back to US: We checked in at 10:30 am. Confirmation at 10:35 am, all OK. 10:45 we get an email flight is been canceled. Contacted USAir and tell us all outbound flights are canceled - they cannot offer us another flight until 3 days from our original date. 4:00 pm we checked the Hotel Flights screen at the lobby and there are flights going out. We called USAir back and with pressure they booked us to depart at 3:00 am of same day to Munich and depart at 7:00 am to Philadelphia. When arrived in Philadelphia, a total chaos. They changed gates and departure time twice and delayed three hours again and Personnel unable to help - they were confused. For USAir merging with American Airlines looks like they went backwards instead of frontwards.

I left from Jacksonville and thunderstorms arose from no where covering much of the state and the rain was a pour. Prohibiting fast travel. I got to the airport at 7:30pm and was not so busy no luggage to check, just a few gates, no lines, so I thought I am good, right? Wrong! When I got to the counter for American Airlines it was empty. Now this was startling to me because they had planes on the ground and that is just good business. Their kiosk did not work so there was no way to check in or obtain a boarding pass. TSA directs me to the baggage claim for help and no one in baggage claim would contact customer service nor could they help. I contacted customer after 3 hours of dropped calls and long waits for contact with a human voice. Customer service had canceled my flight as a no show and told me that I had to book another flight. There where 2 legs to the flight. So I could see canceling that leg, but to cancel the total flight... are you serious?

Priceline informed me that they could do nothing, but they would be keeping my money and that was that. Now me being the person that I am... I call a spade a spade and this was clearly wrong and unjustified. These airline mergers and reduction of service do not serve the public at all. Flights keep increasing while service suffers and consumers are treated with disdain and don't seek avenues for resolution and that provide notice to other consumers. I am delayed on a business opportunity as a result, but I did get smarter as a result of this rendezvous with injustice. I went direct to a counter in Ft. Lauderdale and found that JetBlue and Nassau Air are inexpensive and accommodating. Direct is better than Priceline and airlines with increasing deficiencies. I am an advocate for destination countries Airlines and I will fly via their Airline in the future because after all if I am traveling to a country that has their own why not be direct? American businesses in some cases take local consumers for granted. We need to take the time to deliver complaints and avoidance of businesses that have a don't care attitude.

I am boycotting American Airlines and Priceline.com pending resolution of the complaints that I have filed against both as promised to their customer service teams. I escalated my concerns, but did not get resolution with their customer service team, most of which is outsourced and without teeth to act. This in itself says that companies hire teams to hear concerns and provide no effective remediation via escalation and they have no way to make a consumer whole. I filed complaints with a Consumer Complaints Organization, FAA, Federal and State DOT, FTC, Inspector Generals Office, DOJ and Attorney Generals Office. I plan to issue letters and direct letters to my attorney. File a civil and criminal complaint as well as file a UCC claim against the CEO, President and Operations Officers of both Business as well as the corporate entities themselves on any assets that I can identify.

Now this may seem overboard, but if you are wronged you have to let the parties that wronged you know first that I don't want to engage in litigation, but if you do not make me whole that I will engage and I will not stop until I have resolution. Please take note and do the same when this happens to you. If you are interested in the results subscribe to this blog.

The next day I called the numbers 15 times and spoke with Bebe who is the most incompetent person I have ever spoken with in my life and got no resolution at all. I then found a phone number for customer relations online, I called this number and after being on hold for 48 minutes was disconnected. After that complete waste of time I emailed a complaint. Then today I called customer relations again and spoke with Ana-Lise ** who said she would forward the complaint to a management team. I just think this situation is completely ridiculous. I checked in my non damaged bag at the beginning of my flight and after the flight, my bag was returned back to be damaged and that is not my fault. The file locator number for this debacle is **.

The attendants were rude, did not follow the regular procedure of asking volunteers to surrender the seats. When asked for supervisor, we were told that there was no supervisor. Our checked bags had traveled to New York without us, Airline will not let us travel till our bags came back to us at St Louis. After 24 hours, we had to take Delta for the travel. American Airlines did not compensate in any way except an e-mail for apology and asking me to keep on using their airlines.

All three times, I was told there are no black out flights for the trip I take. I then asked them to check the availability for my specific trip. Unfortunately, my dates are set. I work at a public school and my days are not flexible. I was told, every time, that there were no limits, as long as there were seats available. I just tried to book my trip using my Dividend miles and was told that I cannot. I then called and spoke with someone who, rather rudely, told me they were now all booked. The seating shows the planes practically empty? The representative then told me I was not a "paying customer" and that what I was attempting to do was get something for free. Was this dialogue acceptable? I think not.

The bus they provided had no air conditioning and the driver had to drive about 30 people from Wisconsin to Chicago, which was 1 hour and 40 minute drive. Afterwards, we were told that instead of checking our bags with American, that we had to check them with US Airways. American Eagle is THE WORST AIRLINE COMPANY TO TRAVEL WITH. I would rather take a Greyhound bus than fly with these incompetent morons. How is this company still in business with service this awful, I have no idea? After reading all the other reviews, I agree, will never travel with this company again.

I needed to get to Rochester for an important meeting the next day so I decided to get a flight change to Buffalo and then to rent a car for Rochester. While on the phone with the US Air c/s rep, I asked if I could be reimbursed for the rental car. She said "no" and when I asked why that wouldn't be possible since they would have had to reimburse a hotel room if I didn't reschedule my flight, she said, "We can change the flight or reimburse a rental car but not both." She went on to ask if I wanted to rent a car from Charlotte to drive to Rochester. That sounded strange but I needed to get to Rochester.

When I went to the c/s desk in Charlotte to get the new boarding pass to Buffalo, I asked them about the situation. They said my rental could be reimbursed if the flight was cancelled due to mechanical failure or flight crew issues. When I asked why flight 2800 was cancelled, they said, "Mechanical issues". This made perfect sense. It also made sense to me why US Airways wouldn't tell all of us that information at the original gate. It was Disinformation. If someone just says "I don't know", customers can't use the terminology "mechanical failure" when rebooking flights, asking for reimbursement for hotels, or asking for reimbursement for rental cars to original destinations. I then went to the gate for the Rochester, NY flight where the gate agent told me the same thing. Flight 2800 had a mechanical failure so I should be able to be reimbursed.

I, being an enterprising and efficient young man, solicited passengers who had also been bumped and who had changed to the Buffalo flight with the hopes of getting friends or family from Rochester to drive the 1.5 hours to Buffalo and pick them up at midnight, then drive the 1.5 hours back home to Rochester. I connected with 3 intrepid souls who made my journey much lighter and kept me awake on the drive.

When I contacted US Airways to request reimbursement, they offered me a $75 voucher and did not quote, cite, or point towards any customer service policy related to why they were not reimbursing my rental car and mileage. I responded that this was a slap in the face and I sent every receipt as well as a recollection of the events and the poor service they had offered. They responded with another "We're very sorry" email that was ALSO lacking citation or reference to official policies or procedures while still neither denying nor confirming mechanical failure on flight 2800.

My experience with US Airways is summed up in 3 words: Incompetence - why would the mechanical crew not be able to answer the gate agent's request about the status of the flight after 3 hours of delay? Why would the gate agents not give customers a simple answer as to the status of a flight that had been delayed for 3 hours, then cancelled? Is "I don't know" good enough for the "professionals" at US Airways? Disinformation - Keeping your mouth shut at US Airways saves the company money so just say "I don't know" until the customer goes away either disgruntled or quietly (either is ok). Misinformation- We can do this but not that. We will reimburse for these reasons. But, when the rubber hits the road, no one quotes, cites, or points to official policy. Is there not an official policy with regard to flight reimbursements? I will never fly US Airways again. I have a family of 4 and it's worth 2 or 3 hundred dollars more for us, as a family, to never, ever fly US Airways again. Goodbye Turkeys!

This happened a couple of times. I didn't try yesterday because it was a holiday and I was busy. I got through today and tried to book and they told me I couldn’t use the voucher now because it required 14 days advance notice. Had they answered my call on the 3rd I would have been at 15 days and been able to use it. Feels to me like they did that on purpose. The airlines have eliminated so many seats and planes and jacked up the prices. They don’t have to show their passengers any respect. They don’t want to let people use miles and vouchers because they can now sell all available seats.

In the past 24 months since I have joined the US Air dividend miles club, I have had my luggage arrive a day late in Vegas, a flight to Boston completely cancelled, bumped from a flight out of Richmond because they said I was too late to check in - 40 minutes prior to departure and in Richmond it is five minutes from check in to gate, no security lines - basically they gave my seat away, a 2.5 hour delay out of Philly, then this experience trying to use my voucher. I did file a complaint and I got one email saying after several attempts calling me they were giving up - but they didn’t call me. And one voice mail where the guy said, “I can't leave you a number to reach me but I will try again,” never heard from him. To this point I have yet to speak to a human at US Air other than today when the person told me I couldn’t use the companion pass.

I was so shocked and disappointed, I agreed to this. I left airport sick to my stomach. I never got email notifying me of cancellation. On my drive home, I called customer service to ask if i could leave on 7/4... they recalculated trip to now cost $200 more and said they couldn't honor price I had previously paid because I cancelled my original trip 10 minutes earlier. Thanks US airways for not getting me to my destination.

Between 2:10 pm to 5 pm: Skirting the Problem and Avoiding the customer - In 3 hours at AA gate T10/9 I informed staff multiple times of my connecting flight (Different carrier) at 8:45pm but I am told "not to worry." They could have put me another flight but instead I get an apathetic "not to worry."

8:05 pm: Denied Connection and Lying - Arrive Chicago airport. Denied 8:45 pm connection and asked to fly 24 hours later at 8:45pm. AA Lady staff says it "weather problem" that led to 4236 delay and that she generously will provide discount hotel at $69 for the night.

8:30pm: When I tell AA why other carrier flights were on time and not impacted by weather, they changed stance and say "It's not weather problem" and that their own staff lead to delay. I then get offered a free night stay.

8:30 pm: No Help! Sorry: I inform AA that I have inquired with Turkish Airlines and they have business class seats available on a flight going in few hours. Considering my medical state and that it is totally AA's fault that I stranded at the airport I was hoping positive response but the Answer was NO.

11:46 pm, July 1st: Stuck in an unwanted place - It's midnight and I am stuck in a hotel popping painkillers waiting for 18 hrs to pass.

Two days later, we received a phone call from USAIR in DCA saying both bags had arrived and would be delivered to our home. However, only one bag was delivered and the driver told us he had only been given the one bag. It took 16 days to finally receive the second bag after nearly 30 phone calls to USAIR Central Baggage in Phoenix, hours of filling out online forms, and the inconvenience of the missing items. Finally, we received a phone call at 11:00 pm on June 9th from an employee at the Honolulu Airport who had noted our number on the ID on the suitcase. He said the bag would be sent promptly to DCA that night, but it seems he did not enter it properly into the AA system, and no one was able to track it for two more days. Again, USAIR was unable to access the AA system or anyone else as the systems are separate.

Since **’s flight to DCA was on USAIR, they have been the ones with the responsibility and record number. An employee, **, who is located in Phoenix, has been my contact. He has been thwarted at every turn by the fact that USAIR and AA are still operating on separate systems. He has remained professional and patient, but no one else seems to have stepped up to the plate and made an effort to resolve this very stressful situation. I place the great majority of blame on AA as their employees are the ones who likely made the mistake in NY, again in DCA, and lastly in Honolulu.

We finally received a phone call the morning of June 12 from an AA baggage employee at DCA saying the bag had arrived, but since the locator number was from USAIR, there would be further delay as she would need to contact AA and USAIR to resolve the booking of delivery to our house. According to her, due to the volume of work, it would be another 6-8 hours at least before it would be delivered. THEN, just to add insult to injury, the bag was left on our front porch late that afternoon in the rain without any notice. This entire episode has been so UNACCEPTABLE!!!!! The airlines have merged, but not their systems and this is the root of many endemic problems just waiting to happen again. It will be a very long time before we consider flying on either airline again anytime soon.

Upon my arrival at the ticket counter I was informed that my ticket was purchased to July 4th, 2014. I am not sure what happened when I booked my ticket online but I am sure that I had selected June 21st and not July 5th. I am strongly convinced that it could have been a problem with the American Airlines website. With no choice I had to pay a fee of $200 to switch my original flight from Sunday June 22nd to Saturday June 21st on top of paying for another ticket that was wrong.

I then ended up being scheduled to a flight out of Austin at 14:30pm arriving in Boston at 10pm. Right after boarding the airplane and going over the safety announcements the captain announces that there is a problem with the airplane. We waited inside the very hot airplane for about 20 minutes until the captain announced that they had to check if they had the part available to fix the plane. Then the captain announces that the passengers had to deplane. The flight that was supposed to leave at 14:30pm was then scheduled to 16:30 then 16:45 to then 17:00.

I waited in line for 40 minutes to figure it out my connecting flight from Dallas to Boston. There was only one agent helping all the customers. The process was going extremely slow. Your company lacked more staff to assist all the customers. Finally we boarded the place at 17:00 but still had to wait because the crew was not ready to taxi the plane. I missed my 17:40 flight to Boston, to then fly at 19:20 and arrive at Boston at midnight. I now have missed work and overall I just want to make a notice at the quality of service of American Airlines. The customer service over the phone clearly are not trained enough. I obtained mixed information every time I called. The price to make a flight change in less the 24 hours is absurd. Then, the place was not ready. There were not sufficient staff to assist the customers. The place was hot and smelled bad and bathrooms were disgusting.

I have not had any problems with any other companies and I am very pleased with their services. This is not the first time I have had problems with American Airlines and I am extremely disappointed, and I would like to know what actions will American Airlines take to compensate all the stress, inconvenience and financial damages that this incident has caused me.

No empathy and no further explanation. Well, obviously one might have questions. Where will I sleep? What will I eat? How will I get to and from where I'm sleeping? I was told I'd be put in a hotel with transportation to/from the airport. Again, what about my meals? As I am an average human, I do generally eat three meals a day. By my calculation, in 15 hours one generally eats at least two meals; breakfast and lunch (as by the time I'm released from the US Airways flight, it will likely be 435 PM, at least, if there are to be no further delays). My question went unanswered.

Also, like many Americans I have a job to do, which I will miss an entire day of due to this delay. No problem you might be thinking, just call in sick, if you are in fact a real live human reading this. However, there is a problem. I am not the average American. I am part of less than 1% of the US population that decided to raise their hand to volunteer to support and defend the constitution and all of the people it protects in this great nation. Unfortunately I do not have the luxury of calling in sick. We are either on leave, or not. As I only took leave until Sunday, as I believed the flight I purchased would actually arrive relatively close to the time stated on the $466 ticket I purchased, this makes me Absent without leave... or as you may more commonly have heard it, AWOL.

Luckily, my chain of command are reasonable people and I won't be reprimanded, though technically they have the right to. The real problem is I am deploying shortly and have important appointments and training to attend prior to this deployment. When I explained this to the agent, again I was met with no empathy. This training and appointments must still be completed. It will be coming out of my personal time, the limited time I have left before leaving. So, given no empathy or compassion for my situation, I certainly expect my time to be compensated. I asked what I would receive for this grave inconvenience.

The answer of hotel and transportation was reiterated to me. However, this is not compensation. This, and my meals, are the bare bones minimum you have the responsibility to provide to me. I take offense that this attendant was implying that was doing me a favor. I politely responded that this was insufficient. I was told to contact customer relations and he looked onto the next customer. I requested the telephone number of customer relations. I was given the equivalent of a ticket stub in response to my request. I moved aside. I took a few breaths as you can imagine my frustration at this point. I then turned over the stub not to find a phone number, but a mailing address and a website. Frustrated, I proceeded to the website on my tablet. No phone number listed for "customer relations".

How is that possible? How do you perform customer relations via email and regular US mail, which your website also says responses may take up to three days after receipt of email. Further frustrated I called the reservations line listed on the website to try to speak to someone who might find some empathy or compassion... to no avail. I was on hold for 55 minutes before being told to hang up my phone as we were finally about to take off. 55 minutes, on hold, waiting with hope of some empathy or compassion from some representative of this airline and nothing.

Upon exiting my flight that finally arrived in PHX, I was herded into a line with the rest of the passengers to pick up my ticket and my hotel voucher. I was told breakfast was provided and lunch was not. Because your airline has delayed my delivery by over 15 hours I would not be home, able to eat lunch from my own home, instead I will be paying airport prices for something your airline should at least be covering. I ask again for a customer relations number and am again directed to the website. The agent then added good luck, they're not likely to compensate you for anything else. At this point, your airline has sufficiently kicked the hornet's nest.

After kicking the hornet's nest, you then start a fire under the hive...here's how: Fast forward to me waiting for my bag at the carousel, it never coming, and me going to the US Airways baggage claim. Here I wait in line about 20 minutes, finally get to the counter and am told my bag is in holding until my flight 13 hours from now. You are holding my bag hostage. I can request to be reunited with my bag, but it can take a minimum of 45 minutes to 4 hours. Why is customer service dead to your company? First, you delay my flight by 2 hours, leave me standing in line for 30 minutes, on hold for 55 minutes, finally take off to my connecting city, shuffle me into another line, tell me you won't feed me lunch and good luck getting anything else out of you, have me wait for a bag that you didn't tell me you plan to hold hostage, have me wait in another line for 20 minutes, then actually relay to me you are holding my bag hostage and that I won't get to brush my teeth, shower, change my clothes, and send me on my way 11 hours later. What's next? Will you delay/cancel my flight home? I guess we shall find out tomorrow, but how much is one person supposed to take?

How do you propose you will compensate my time since we can see that empathy and compassion are clearly too much to hope for? More importantly though, how will you change how you define customer relations, and how you train your employees, because as I see it now your "customer relations" department should be aptly named the "it's really not my problem" department?

By the time we got through and raced to our plane gate for US Airways 520, it was just in the nick of time to board. However, we were told that the flight was completely booked and the service woman at the gate had to check if we could board. After at least seven minutes, she returned and said it was too late and I could see our plane starting to pull away. They had apparently sold our seats to other people during the initial process of boarding. I would not think that would be proper until we were officially late for the flight. We were sent to US Airways' consumer service desk to re-book. They told us we could add a minimum of $500 per ticket to be added to a long standby list for a mid-day flight but nothing else was available for that day or the next. Our baggage, of course, went on to Baltimore and we had to file a claim and return to the airport the next day to collect our baggage. Not only did we lose over $1,200 in flight costs but upon receiving my husband's returned luggage, his medical vaporizer (worth $200) was stolen.

We missed our family reunion, and despite all the time expended and cost of pre-trip prep (including boarding our pet), there is no consolation for the time set aside by all the busy family members to be together that has now been lost. My husband has not seen his children in five years. We saved up the money to take this trip and received nothing for it. I have submitted claims for all of the above but have so far received form emails apologizing for the confusion going on during the merging of American Airlines and United Airways and that they care about us as customers. I have never been treated so badly by an airline in all the years I have been travelling.

My son had arrived to pick me up and had left when I did not arrive on the flight I should have been on at 6:50 AM that morning. I had to then get a taxi at my expense. Then to a local supermarket where I purchased airtime so that I could use my phone to communicate with your office regarding whether they had found my baggage.. After recovering from my ordeal, my son drove me to my address on 31st May, and stayed with me so that I could purchase the things I needed. I reimburse my son's out of pocket expenses: his parking fee at the airport while waiting for me, his petrol there and back from High Wycombe to Stickney my address, and driving me around, so that I could buy the things I needed that were in my baggage. I paid for food when we had to eat out.. My baggage did not arrive till the 3rd May, five days late.

My total out of pocket monetary expense was three hundred and eighty pounds. I feel I should be compensated for this; the stress and anxiety I will have to your discretion. A very disillusioned customer.

The ultimate insult is the $7 voucher that was given to me for my inconvenience?!?!? Really I can't even get a cup of coffee from Starbucks with $7. This is a business trip that I was flying out on for a 5-million dollar account that I will not be able to attend on time because the connecting flight in Miami (which by the way is another 5-hour delay) will not get me and my co-worker into the Bahamas until 3:50 pm. I would have accept at least some sort of travel voucher for the inconvenience, possible loss of business, an unreasonable amount of time that had to be spend in the airport with little to no information about the flight and the frustration/Stress from inadequate information provided by your employees, but this was never offered. I am very disappointed that I have write this letter and ask for something that should have been offered under the circumstances.

I have sent several emails to American Airlines about the dissatisfaction with their service... I have gotten emails back saying they received the complaint but as of yet have they attempted to resolve my complaint!

Agent says this is just a "glitch" and "not to worry about it". Agent says she can't do anything about it, I need to speak to online web services. Online web services says they can't do anything about it, I need to speak to reservations. Baggage information page does not work. No trip itinerary appears under my AAdvantage number, but record locator number brings up reservation with number shown. And THIS is the largest airline in the world? God help us ...

It began with a flight cancellation due to bad weather in New York. Obviously, nobody's fault. As I had a connection in New York, though, it was important for me to get there on time or to explore some other option of getting to Nepal. I spoke with a US Airways agent and she rerouted me through DC, then on to JFK, but I had to leave immediately to get to the airport on time. I inquired why the flight from DC to New York could get there while the one from Pittsburgh could not. It seemed to me that weather is weather, but the agent assured me the flight was not cancelled and listed as on time. That was the last thing that went my way during the entire flight.

At Pittsburgh International Airport, I was unable to check in electronically because I now had four legs to my journey and had to see an agent personally. The agent had no idea why I would have four legs to my flight, looking at me as though I were a fool for thinking I did. He then began checking my luggage, but it was clear he did not know what he was doing. He hand-wrote a luggage tag with the four airports on it and handed me a green sheet of what looked like dot matrix printer paper that had indecipherable characters on it, then assured me my luggage would make it to Kathmandu.

Once I arrived at Reagan, I began my wait for the second leg of the journey, which was, predictably, delayed. Then delayed again. I went to the US Airways customer service desk to inquire about the delays and see whether I would make my connection at JFK in New York City. After waiting for about twenty minutes, I was informed that I was booked on an American flight, so I would have to wait for the American agent.

While the next sequence of events is rather confusing because a lot happened, the end result was that I stood there for about 90 minutes while that agent tried to book me on a flight direct from Dulles (yes, that would require an airport transfer) to Abu Dhabi (the next step on my journey). In the process, I learned that someone had taken my connection from JFK to Abu Dhabi out of the system completely, so I would not have had a flight to board once I arrived in JFK. Anyway, they were unable to change my flight to the Dulles -> Abu Dhabi flight because I had no existing flight to change, they were unable to physically find my luggage anywhere at Reagan International Airport, and while they were fiddling around with this nightmare, my original flight to JFK had begun boarding and they could have just let me get on that one. Incidentally, the agent, who told me they could not transport me to Dulles because the change was due to air traffic control problems (not weather, I was assured), also gave me inaccurate information on how to get from Reagan to Dulles.

Before leaving Reagan, I went down to baggage services to inquire about my luggage. I was told that it was in the process of being loaded onto the plane and I would have to wait over 30 minutes for them to retrieve it, but that it would still get to my ultimate destination, since it was tagged to go there. In the interest of saving space, I will summarize the remainder of the flight.

Upon finally arriving at Dulles, I checked in with Etihad Airways, the carrier US had booked me on to Abu Dhabi and then to Kathmandu. I was told I had to check one of my carry-ons at the airport. Upon arriving at Abu Dhabi, I discovered that the American agent at Reagan had given me the incorrect terminal information, someone along the line had also deleted my flight from Abu Dhabi to Kathmandu from the system completely. I lost the seat I had selected weeks in advance due to this mistake (an issue because I am 68 and selected the seat so far in advance for that very reason), neither piece of luggage arrived in Kathmandu, my luggage claim check numbers were not even in the computer system so my luggage could not be tracked, and when my luggage was finally found, I was forced to return to the airport to pick it up at my own personal expense.

Now, to the spectacular customer service failures. I wrote US Airways hoping for some apology for my trouble and, perhaps, a good faith gesture to attempt to win back my business. My trip was off to a horrible start because of US Airways, so I proposed them changing my return flight to an earlier date without penalty. A reasonable request since the flights are flying regardless of whether I am on them or not, the number of changes the airline made on my inbound journey showed that it is simple to do, and I already paid for a ticket on some flight that was going to go from Kathmandu from Pittsburgh, so it would literally cost the airline nothing to offer this as a good faith gesture.

US Airways response was that weather cancellations are beyond their control and I purchased a non-refundable ticket, so they could not change my flight without a change fee. Since my chief complaints were not about a weather cancellation, I thought perhaps they had not fully understood the scope of what had happened. I wrote another email telling them I was not upset about the cancellation, but about every way in which their airline had failed after the cancellation. I also, in the hope that it might help engender some compassion, let them know that my funding for the trip had not gone as far as I had hoped, so I would run out of money before the expiration of five weeks (which is completely true), and asked them again to just at least permit me to change my flight to an earlier flight. Their response was, again, that weather issues are beyond their control and I purchased a non-refundable ticket, so they could not change it without penalty.

My next email was a bit more blunt and I told them I intended to share my story with as many people as possible because of their failures. I reiterated (even going so far as to use capital letters and exclamation points) that I was not complaining about the flight delays. I, again, outlined the ways in which their airline had, through human error and incompetence, failed and caused me significant inconvenience, going so far as to tell them my entire trip was ruined because of this (which is also completely true). Wanna guess what their response was? Weather delays and non-refundable ticket.

In several more emails (each angrier than the last) I specifically told them what outlets I would be sharing my story with, that friends had already told me they would not fly US Airways or American, that my story would reach many ears and eyes, and that all I was asking for was some admission of responsibility, an apology, and a good faith gesture that would cost the airline absolutely nothing to extend. Weather delays and non-refundable ticket. I set a deadline by which I would begin my campaign against US Airways and American, encouraging them to involve other departments. My frustration and anger began to show in my emails. Weather delays and non-refundable ticket.

At one point, they acknowledged that my luggage was lost, but claimed it was entirely Etihad's responsibility since they were the last carrier. Completely inaccurate since the luggage was lost due to US Airways incompetence. I know this because my luggage never even made it to Etihad, let alone through Etihad. And I am convinced the luggage that they lost from the Etihad portion of the flight was lost because someone from US Airways or American took entire legs of my journey out of the system. After all, it now seems obvious that an airline would not put a piece of luggage on a plane belonging to someone who is not even on that plane. Of course it never made it to Kathmandu.

I wrote them back advising them that the deadline had still not passed, so they had time to do the right thing. I also shared my story with their vice president in charge of corporate affairs, Stephen L. Johnson. This morning, I awoke to two emails from US Airways. Both of which basically said they are not responsible for weather delays and I purchased a non-refundable ticket so they would do absolutely nothing.

Each leg of my inbound journey contained multiple failures on the part of US Airways. Failures they have refused to acknowledge or take responsibility for. Each email response to my concerns was a slap to my face and an insult to my intelligence. And each one made me more furious than the last. I have now spent three weeks dealing with this incompetence and malicious indifference and have been completely unable to enjoy my experience (a real once in a lifetime opportunity).

It would have been so easy to show me they cared and keep me as a satisfied customer. In fact, if they had extended any type of gesture and not completely ignored every one of my concerns, I probably would have become a defender of the airline and encouraged people to fly them. After all, mistakes sometimes happen, but it is what we do after those mistakes that reveals our true character.

US Airways has revealed itself as a cruel, compassionless company that does not care about its customers at all. I am now 9,000 miles from home and nearly out of money, so I will be cutting my food consumption down to one meal a day of rice and water and spending the remainder of my days in my pre-paid hotel room. What was a golden customer relations opportunity for US Airways has turned into a complete and utter nightmare for me. And it would cost US Airways absolutely nothing to do right by me.

It is because of this attitude and complete lack of concern for its customers that I implore you to never fly US Airways or American Airlines again. I understand that budgets sometimes dictate travel plans, but the only way a company like this can learn a lesson is if it a very public one and it costs them money. Money seems to be the sole motivating factor for US Airways anyway. As a stranded traveler, please heed my warning and do not subject yourself to the risks and frustrations of flying US Airways or American. You may get lucky and avoid problems such as mine, but is it really worth the risk?

So we decided to use the Voucher for a flight and give American another chance here in June. Boy, was that a HUGE error on our part! We booked a flight for June 14 and realized it was the wrong flight, so called in right after realizing it to correct the mistake. So instead of the correct flight being booked, a flight for the wrong day was booked. Now it's a HUGE mess. So I call after work to straighten it out. HA, what a joke. Your rep and SUPERVISOR would not listen and either does not understand that the customer should be heard and not interrupted or talked over. Needless to say, EVERYTHING has been cancelled with American, disputed with Credit Card company, and WE WILL NEVER USE YOU AGAIN!

My husband had just coached an elementary chess team from the Bronx who were attending the National Chess Championships being held in Dallas. The reason I am writing is because after we were offered two vouchers for $500 and told to hand the ticket agent our tickets for our two seats # 11e& #11f we literally were held from boarding to wait for the two people who they were requesting we give up the seats for. The people never showed and we were boarded last and never benefited in any way for volunteering. It was like adding insult to injury because now our bags were no longer able to go on the plane but had to be tagged and put under the plane because there was no more room in overhead bins. I felt like we were punished for making the sacrifice to wait in the airport longer and wait to be boarded absolutely last. It did not leave us feeling very good about American Airlines.

I protested to having a passenger placed in our row and explained my situation, that I could really use the extra space if no one was assigned to the 3rd seat in our row, and that I held the tickets to the window and aisle seats in my possession (I showed her at her request, seats 32 A and C). I asked that if the last row of the plane was going to be kept clear, could Sadie and I please move into that row where we would be much more comfortable. The flight attendant then explained to me that clearing the last row was on the orders of the captain and I was delaying our ability to take off. Several of the other passengers complained, particularly those being moved from aisle/window in the last row to middle seats, and received the same explanation. Thinking that there must be a safety issue with the last row of the plane, I resigned myself to the situation.

It was difficult to keep my sleeping 5-year-old within the confines of our two seats, and my feet swelled immensely on the flight. I was uncomfortable and not able to sleep at all. I'll agree that none of this is the end of the world, and could easily have happened anyway had a passenger actually purchased the 3rd seat in our row. But I was quite angry when I stood up to use the restroom after takeoff and saw that the flight attendants had actually cleared that last row so that they could lounge out there during the flight. I'm pregnant and have to use the restroom frequently (waking the woman they placed in the aisle seat each time), and went to the back several times, each time passing the 3 flight attendants, two sharing a row on one side, and one with a row to herself on the other side, happily using their phones and iPads, spreading out their books and magazines, and generally enjoying a comfortable ride cross country.

I feel strongly that we, the paying customers, should reap the benefits when a flight doesn't sell out. If the airline would like to prioritize comfortable seating for flight attendants, then those rear seats should not be assigned to avoid this situation where passengers are actually moved from their seats to make room. I'm curious if this is in fact a standard practice, as I mentioned I've never seen such a thing before. I think that given my situation, which I was very clear about to the flight attendant (3rd trimester pregnancy travelling alone with a 5-year-old), the extra passenger should have been placed in one of the many other rows with open seats rather than mine.

And finally, I feel that it was very misleading on the part of the flight attendants to me and to the other passengers to represent this as an order of the captain rather than their personal preference to have comfortable seats for themselves at the expense of the passengers. I wrote in to US Airways and hope they will explain if this is something they normally do on red eye flights, and perhaps offer some form of compensation for our inconvenience.

The captain ordered immediate evacuation of the aircraft. The flight attendant was unempathetic and seemed annoyed by the passenger responses. The passengers were notified that the plane was delayed for 30 minutes to later find out the flight was cancelled due to hydraulic system problems. The customer service and professionalism of the airline personnel was much to be desired. While the agent staff and flight crew performed their duties, it was with minimal requirements. With passengers trying to figure out what lies ahead in their schedules, your agents are answering passenger questions slowly and in between, talking and laughing with one another as if your customers are not important.

A man behind me leaned up and said, "In order to work for this airline, you have to portray a do not care attitude." I approached the desk to request my baggage from underneath the plane with others and your agent points us in the direction we are to walk and try to locate customer service at the end of Concourse E. At this time, we were told that no flights were available later that evening. I finally located the customer service area at the other end of Concourse E at the Charlotte NC airport. The airline stated no flights are available for the remainder of the day to Greenville, SC (75 miles). I was advised that the airline tried to get ground transportation to transport the passengers to their Greenville, SC destinations and was unsuccessful.

While all of this is going on, people are still coughing and feeling sick from inhaling hydraulic fluid vapors in the cabin of the aircraft. The really sad thing is when we all got to customer service, your US Air staff was asking for anyone not with the Greenville, SC flight to pass everyone in line and they were helped first. I know it may have made things easier on their end to assist Greenville all at one time but is certainly not a positive impression for your airline, myself or the other passengers.

I did rent a car to proceed to my final destination of 75 miles to Greenville, SC. I was sick, dizzy, experienced chest pain, headache, burning throat/eyes, eyes jumping from left-to-right and coughing. This progressively got worse through the evening. I did go to an urgent care center that evening and reported this to American Airlines customer relations at 7:55 pm May 9th. I also reported to poison control as I was getting concerned that I may have inhaled a very dangerous amount of these fumes. I was given steroids for my lungs and have not felt normal yet.

I have resided in Charlotte, flown into this terminal numerous times and know this airport well. I had extreme difficulty locating the baggage area to pick up my bags; I got lost several times getting out of the airport and got lost leaving the airport in route to Greenville, SC. I absolutely could not think straight. US Airlines would not cover my car rental cost or acknowledge medical needs from sitting in an aircraft for 30 minutes inhaling a great amount of hydraulic fluid leakage vapors. Not one time did any of the US Air staff ask any of the coughing passengers are they okay or show concern for the situation. I feel the fumes that I inhaled did indeed compromise my health. I hope to feel back to normal soon.

US Airlines Customer Service Response: we cannot reimburse for car rental but will provide credit for your flight in a voucher you can use on another flight. I would not use this airline again! I had an experience with Delta in the past. They really stepped up to the plate and the customer was their priority!

The next day we all arrived at the airport again, even boarded the plane. We got on the runway a few minutes later, the captain got on the intercom and told us we had to get back to the terminal due to a window being broken. WoW 2 maintenance issues.. How can an airline ruin someone's vacation and not rectify the problems? Instead, they took over a $1000.00 of our vacation money and didn't give anything to rectify the problem..

After an hour of waiting in line, an agent decided to pass out cards with instructions on how to contact US Airways via phone. The agent on the phone instructed us to make the mad dash from terminal E to terminal B as we were booked on a connecting flight leaving in 10 minutes. After running through the airport, we arrived only to be met by two other customers attempting to board this flight with only ONE standby seat available. The agent at the desk of Terminal E - Erika ** - is the most disgusting, rude, unprofessional human being alive. She had the audacity to roll her eyes at another customer when she voiced her frustrations of waiting 9+ hours at the airport for a standby seat.

Needless to say, we had to find a hotel room in Charlotte at 11PM at night and were booked for a flight the next afternoon at 4:30PM! No offer of another carrier leaving earlier, no offer of compensation for a hotel room, no offer of recourse for having us miss my uncle's graduation due to their 30 HOUR DELAY!!!! This doesn't even cover the 6 hour delay we had on the return flight home! I wouldn't fly again on US Airways if the apocalypse was nigh and US Airways was the only entrance to heaven.

After 2 hours on the phone with US Airways (and high international calling fees, using my cell phone), the final cost to change the flight and upgrade 2 of us to business class, cost over $8,000. Even though I have proof of my son's diagnosis, and have written numerous complaints to US Airways, the only thing they've said to me is "We're sorry you were not satisfied with the cost of your seats, but there's nothing we can do". I've never come across a company with so little sympathy for a sick child, and cannot believe that I was charged such an incredibly outrageous amount of money which will take me YEARS to pay off. I'm beside myself with anger. If I ever have the choice again, I will NEVER fly on US Airways EVER AGAIN!

When asking who I could file a complaint with, I was then told I would have to submit an online complaint. When I asked how I was supposed to have internet or phone access on an aircraft carrier... in the middle of the ocean... I was told that I would have to contact them whenever possible. Which will be very unlikely to happen over the next 6 months. Also, why would I file a complaint when it clearly isn't going to be reviewed or even taken into consideration. Especially due to the fact that I'm positive many people have filed complaints and they have yet to do anything to fix themselves. I would not recommend US Airways to ANYONE, whatsoever. Their airline is bogus, dishonest, and they're only there to rip off the customer. I refuse to give them any rating because they refuse to give me decent and cooperative customer service. If I had to rate them, it would be a negative 9000.

When it was finally my turn at the desk, she told me I was 2 minutes late, that she would not print my boarding pass, and I therefore could not get on the flight, even though I had been standing there trying to get SOMEONE to print the ticket for the preceding 30 min. I am an emergency physician and informed her that is was important that I board that plane in order to get to a shift at the hospital that evening. Her only response was, "Well, it looks like you should have been here 2 min ago." When I asked "Emily" her last name, she removed her ID from around her neck and said, "Our company doesn't permit us to give our names to the public." I understand this was a stressful day for her, as it was for all of us, but it felt as if she was using her position in order to exert some level of power, not to mention being downright mean, work avoidant, and taking no responsibility or initiative. Very unhappy with Emily ** and American Airlines for making a bad situation just miserable.

In summary, I paid an extra $112 to have a guaranteed seat next to my new husband. I think this is a bogus charge by your airline to create revenue BUT I paid it as I still have gotten no reply to any emails I have forwarded to customer service for consideration of an assigned seat next to my traveling partner. I am extremely frustrated by this experience. From a net promoter score point of view, I unfortunately will be one of detractors from your score as I share my frustrating story. I remain a committed DELTA Airlines frequent flyer!!"

Due to "maintenance", our flight was cancelled on the morning of our "February Vacation" flight and no other options were available for departure on that day. I am well aware that particular plane was fine and was utilized elsewhere, without any concern for the passengers who had purchased tickets and were depending on this plane and your company to make good on their reservations. This impacted our entire trip to Florida. Later that afternoon, I was contacted by two separate parties, who were monitoring my flight, and I was told that our reservations were relisted on flight #1798 from Boston to Charlotte and then on Flight #1820 from Charlotte to Fort Myers.

I was on the phone with US air for over an hour (for the fourth time that day) and no one could explain why I wasn't notified of this oversight. By that point, it was 4:00 and the flight was scheduled to depart at 5:00. We would not make that flight. Had we known this in advance, we would have been able to enjoy our entire trip without travel and extra costs being incurred. I have been told that the trip would be refunded; however it is the end of April and we still are awaiting a refund. Keep in mind that we are still incurring interest charges.

If this trip did not involve two young children who were promised a vacation to see their grandparents in Florida, honestly I wouldn't have an issue, but this trip was not going to be cancelled because of errors on US Airways' end. Not only was this a complete disaster, but right from the start, my reservations were being changed on their end, making travel and layover stays unrealistic for a family traveling. I have traveled extensively and have never encountered a situation like this before. I would accept vouchers; however, this was such an awful experience, I would prefer not to have to deal with this company again.

When we asked if there was any alternate ways to get these tickets printed, she coldly pointed to the ticket machine and said this: "You can try that machine over there and maybe it might print out tickets but I highly doubt it.” Then she said, "Maybe they can help you" and pointed to some ladies who were checking tickets. When we told them of our plight, one of them said, "Do you have the AA app on your iPhone? Maybe it will allow you to load the image of the ticket and the barcode so they can scan it." Well I did have that app, this too was a futile attempt, as after we were able to get an image of the ticket with a barcode, it could not be scanned by the scanner and then finally we received an error message and a ticket printed out saying "late check-in."

Well, if checking in at home hours before your flight and arriving to the ticket counter 45 minutes before a domestic flight, with no bags to check, was considered a late check in then we were doomed from the start. I was reminded of why I had not even bothered to book a flight with AA in 2 years. We chose American Airlines despite our previous difficulties with this airline 2 years ago when we received boarding passes, but on arrival to the terminal, we denied entry to the aircraft while it was still connected to jet bridge. At that time, the attendant at the terminal was really disgusting and rude in her behavior and spoke to us as though we were idiots deserving of our fate, only to realize we were not the only ones to have slighted by this incompetent airline and staff.

Interesting enough a couple arrived moments later with tickets in hand, expecting to board the flight, which was now detaching from the jet bridge and making its way down the runway with their pets on board to JFK, where they will be shipped off to Italy! Nice. So much for working on improving your airline and returning AA to its former glory. Keep dreaming, because in your dreams anything is possible. This incident reminded me of why I routinely use JetBlue and Southwest. I clearly made a grave error and had a lapse in judgment as I chose AA flight as it was a direct flight and Southwest had a connection flight. Silly me!! I could have been at a Passover Seder right now instead of writing an angry report. This was a very important religious event and clearly AA cares little for its advantage members-as both of these experiences have occurred when I booked tickets with points that I have earned using their AA advantage card.

I have never had any trouble redeeming points from JetBlue or Southwest. Clearly American Airlines needs to change their name as there is not American about them: they mistreat their customers, deny those printed boarding passes and watch them from the ticket counter, as they struggle in frustration to get help anyone else at the terminal. American Airlines, you are the worst airline I have ever had the misfortune of booking a flight with and your representation is well deserved as you are rated the worst airline along with United and that is telling. But keep sending telling yourselves and newspapers/journals that you are striving for excellence and you are making improvements to improve customer satisfaction. One word, "Losers".

My daughter sat down with her eyes watering. The AA employee wasn't violent, but it was completely obnoxious and inappropriate. My husband asked her why she couldn't politely ask her to go to her seat? She became belligerent and said, "end of the conversation." My husband asked her name or number. She refused to give it and loudly said "I won't give you that, but you are Mr. And Mrs **!" Again announcing this in a very loud voice making a scandal.

When I told her she can't manhandle people's children, she said she wasn't worried about it. She acted like the belligerent teenager lashing out. She never apologized or explained that the captain was using the restroom which was never announced. My daughter went to see Colleges in NY. She is a very smart, sweet girl and is in no way a terror threat to even the most ignorant observer. I can't begin to explain how disturbing it was to witness an airline employee manhandle my daughter - my child, and treat her so offensively. She simply went on, to mistreat us, AA customers, with a complete sense of entitlement.

I have never seen anything like that in my life. There is something seriously wrong with AA stewardesses. I'm sure most are great, but there are so many notoriously nasty ones that most people avoid AA even if having to pay a little more. This time it is no joke. She finally claimed her name was "Denise" and someone else said she was #4. If this was an offense to me, I would simply blow it off. It was unethical, abusive, and offensiveness for an AA employee to do this to a young girl. Nasty and obnoxious is one thing, this felt like an assault. Imagine if it was your child AA managers!!!!!

AA replied: As we integrate our two airlines, our goal is simple: restore American Airlines to its status as the greatest airline in the world. That's why we're taking delivery of two new aircraft every week, have given you access to the world's best network through a codeshare agreement and now offer the ability to earn and redeem miles on both carriers. As we continue to align our business, we have a few updates to share with you about our new award travel levels and checked bag policies: New! No blackout dates. Effective today for travel starting June 1, 2014, you can now use your miles for any seat on any US Airways flight. Award amounts will vary by date and a few select dates are offered at higher mileage levels throughout the year. Redeem for less. You'll notice changes to our medium and high award travel tiers which now Less.

Called US Airways reservations and they said they have no record. After hours on hold, was told there was a mess up on website. They said they would release the funds and I would need to start all over with booking process. THEY TOOK 7 DAYS TO RELEASE THE FUNDS. I then tried again to book the flights (using a different computer and credit card than the first time). THE SAME THING HAPPENED TO ME AGAIN. Credit card charged, no reservation. Tried calling internet support for help. They barely spoke English.

I got hung up on the first time, called back and he told me he couldn't help me because I didn't have an error code. Called back again and Internet support guy called me a liar and said there was not hold on the card, told me it was denied. When I told them the credit card company said the charge was approved and hold was in place for $4,000, internet support guy said the credit card company was lying. Sitting here once again with a $ 4,000 hold on my card and NO airline tickets. Pretty sure this is on the verge of unethical. Nobody at US airways wants to take ownership of problems with the booking website. Disgusting.

I brought my entire suitcase back to the airport, as instructed, made an official report, allowed the woman working to take photos on her iPhone that she explained would be added to my file, and was sent on my way with the paperwork. Two brand new pairs of shoes, two dressed, necklaces, Christmas gifts, blouses were ruined, not to mention the bag had a horrible smell and all of the clothing had to be dry cleaned on the 23rd of December. The earliest the items could be cleaned and returned to me was Friday the 27th. My flight returning to Fort Lauderdale was on the 26th. One of the dresses ran all over a pair of shoes and itself, while Christmas wrapping paper ruined a blouse and everything else not black in the bag, jewelry was found broken, and then the water seeped in between all of my leather items causing them to wrinkle and now are falling apart.

I strategically packed my suitcase and carry-on for my trip. I wanted to be fully liable for my clothing, shoes, gifts, etc. that was in the bag because I knew they were expensive and fragile. Hints, packaging cheaper and replaceable items in the suitcase that I paid $25 each way to ship that I found was ruined on my return trip, only after arriving home from work over 9 hours after my flight. Most of the contents of my bag cannot be replaced as they are no longer made or items of a previous season. After submitting all paperwork and photos I had to the damaged baggage department and making three phone calls with a voicemail, to which one was returned, almost a month later I received a call from the most unpleasant and demeaning woman I have ever had the displeasure to speak to. Her name is "Linda **" from the Arizona office.

Our first phone conversation left me with immense anxiety and literally ruined my day. Outside of the fact that she was completely unfriendly and quite frankly, unprofessional, she proceeded to make me feel as though this entire situation was my fault because I own a few nice things that I wanted to wear fresh and new for Christmas and demanded that I send in my items to not have them returned to more or less see if the damage was my own fabrication or real. Along with this, she argued that based on the fact that I can still wear the items that they basically do not need to be replaced by the airline. Of course stained shoes and clothing could be worn, but would you wear them? Honestly, I do not feel comfortable sending in the items for fear that they will go missing or lost before they can be evaluated, therefore, ruining my evidence.

Beyond this, in our second horrific phone call, Linda told me that she has it "verified" that no one from the US Airways baggage center at the Louisville airport ever saw me, my bag, filled out paper work for me, or took photos on their personal iPhone. She even took it further and said multiple times that I "Never went to the Louisville airport with my damaged bag." If this is the case, then why would I have a receipt from the parking garage of the airport for that afternoon and even further how would I have a printed report that has a quick paragraph on the damage, written in US airway's computer system, printed and handed to me? Linda's only response was that I never went to the airport.

After this I worked on collecting receipts from the people who had gifted me the items, some of which were clients that honestly were offended that I even asked and also that I got my gifts ruined. Once I was back from vacation, I faxed them on Friday, February 14, in attention to "Linda **" with a note asking her to please review her facts as I have proof that I returned to the Louisville airport within 30 minutes of receiving my bag. I received yet another unpleasant call from Linda ** in Arizona on Wednesday, February 19th, to state that I had never submitted receipts, she's going on vacation that Sunday, and wants to get my claim "over with." I told her when exactly I faxed it and that I even checked the fax machine to make sure it was completed, which it was. Again, she persisted that I never sent it, yet again insinuating that I am a liar. I told her I was sick and that when I return to work the next day I would be more than happy to fax again and would like an immediate call to confirm she received them this time.

Within 10 minutes the phone rang again, still shaking from anxiety of her first call, I answer to be told that none of my receipts are real and none of them can be verified and that I must send her the items via FedEx. Going back to the first phone call, I was promised that as long as I was able to get some sort of proof of purchase, I would never have to send in my items. I told her I have no problem to send the items under the condition I get them back and further I want an email from her stating I receive my items back in a timely manner. From here she raised her voice and became more condescending than ever. She changed her story to the receipts could not be verified because they did not have phone numbers to which I responded that I knew for a fact half of them did because I remember seeing them on there. Beyond that, how hard would it be to search for the company's number on the internet?

Once she told me I was wrong about the receipts, again insinuating I am a liar, I met my breaking point. I pointed out the multiple times she insinuated that I was lying, which in every situation I have solid proof that I am not. I also explained that I happen to work in customer service and I know for a fact that if I was dishonest and only interested in making a quick dollar off of US Airways, I could sue the company for her harassing me and insinuating I am lying. She then told me she needs to speak to her supervisor in regards to my case, to which I told her, "Better yet, I want to speak to your supervisor." She snickered at me and said in a very antagonistic tone, "You are not going to speak with her and I don't know where she is anyways." Within seconds of this she told me the conversation was over multiple times and hung up on me.

Immediately, I called a customer service number. I was transferred to a supervisor named Miles ** who seemed very concerned, helpful, and apologetic. He listened to everything, ensured me he would investigate and even move it to his supervisor, Diane **, who I would be hearing from by Thursday morning at the latest. It is almost three months that my case has been open, with no sense of it being resolved soon, and three weeks after my initial contact with US Airways customer service, and I have heard from no one in regards to my case. I am starting to feel as though I will need to seek legal advice in regards to my case and the fact that I was told multiple times that I am lying about my case. I would appreciate an immediate response, along with a resolution to my case in the form of full payment for all damaged items and baggage and a refund of my flight and two charges of $25 for additional baggage. I do not ever want to be contacted by Linda ** ever again, I hope that goes without saying.

At approximately 8:10 p.m. I noticed a new flight number posted at D-5. I immediately went to the gate and asked for our flight. I was told the gate had been changed and the flight had left, then they told me it had not left and for us to run to Gate C-something. I asked that they call and tell the plane we were on our way and they said they know who is on the plane. We promptly grabbed a customer service car and raced to the gate only to find the plane had departed.

At this point we went to the first US Air attendant we could find and she said we had to go to customer service. On the way to Customer Service we ran into a man that had the same problem, Divan ** had come off a plane, went directly to the gate and had missed the same plane, he stated it left early. The 3 of us went to customer service, waited in line for about an hour or longer and got to, I believe, her name was Michelle **. She was extremely polite and helpful, said we could not get out until the morning on flight US1993 leaving at 7:44 a.m. and booked the flight.

Michelle listened to my story and that of Divan and said she would have to ask her supervisor to approve getting us a room for the night in North Carolina. She came back with a Mrs. ** (name on her blouse), who stated she was the supervisor and wanted to hear our story. Before I got one minute into our story she said with a very bad attitude that US Airways would not put us up, because in a sense, we were negligent. But Divan got his room paid for. She had a disheveled appearance, looked tired and was obliviously in a cranky mood. She was accusatory in saying why had we not seen the other 130 people leave the gate, why were we not sitting right in front of the gate, and that the phone message for 9:10 p.m., was a courtesy and it was not their job to notify us again of a gate change and another new flight time. She said It was not her problem.

Being put into a defensive position I tried to explain about no 2nd call for the new time or gate change, and no announcement, that I felt some accountability was with the Airline. I thought she was not being empathetic to our situation, She started to raise her voice and say, "I am done talking to you people. It's not my problem," again. At that point I said, "I am going to report you." She ripped up our paperwork in front of our face and other US Airway staff including, Michelle and Divan and said, "I have cancelled your (meaning just me Jim and not my wife) new flight because you cannot threaten me." I told her I had the right to report her to her superiors and she could not do this.

At that point my wife tried to talk to her and get her to change her mind. As I was waiting nearby, my wife walked away from the woman crying and when we were probably 25 yards or more from the desk area, ready to sit in a waiting area seat by another gate, I said to my wife to console her, "Don't worry about that woman, she is just being a **." At that point Mrs. **, who had followed us, again loudly yelled, "I will black ball you from all US Airways flights," and said to a tall man, who worked for US, and under her, "You heard that! He is threatening me again." She then stated that my Wife's trip was now cancelled! The man later told me he heard nothing and I should report her. Later both he and Michelle said they have seen her grumpy/mean attitude many times before.

With writing this letter I am not trying to get Michelle in trouble, in fact Michelle deserves much praise for her ethics, her empathy and in being the kind of employee any business should have. As far as Mrs. ** goes, she was rude, uncaring, and unethical, showed no empathy and acted plain out nasty. She wanted us to know she was the Boss and had control of our lives. It was also illegal of her to threaten me because I said I would write a bad account of her behavior. I am now afraid of repercussions against Michelle ** from Mrs. **.

My points to her were these: Why did I get one call to change the departing time to 9:10 p.m. and not one for a gate change? Why did I get one call to change the departing time to 9:10 p.m. and not one for a time change to 8:23 p.m.? Why would I disregard a call from US Airways that said 9:10 p.m.? Why could I see the gate and not hear any kind of announcement for either? Why after looking at my email later did I see two messages of both time changes but not one for a gate change? Why were our names not called out or announced as needing to be at the gate? Why is a $60 hotel room worth this entire problem when the tickets were worth more than a $1000?

I have all tickets and confirmation paperwork. I also have receipts showing we were at the coffee shop at 8:02 p.m. I also had Divan ** who missed the plane support our claim. I am writing this letter to make a VERY LOUD complaint against Mrs. **. It seems because of a bad day she felt she could be ruthless, mean and threatening, even terrorizing, to my wife and me. She is not the kind of woman who should be anywhere near Customer Service or to be an up front representative of a large Corporation. We went to our flight in the morning and not until we actually entered the plane did we believe we would be let on, we were in fear the entire night and that morning. Is this the new model for American/US Airways?

After a long long while, when the flight was ready to depart, a flight attendant asked me if I can put my purse into the overhead compartment. I told her the purse contains certain items that I don't feel comfortable leaving there but I will make sure it will not move. She did not say anything but left. I thought she agreed that was okay. But she actually asked a rude black flight attendant, and without saying other things, just yelled at me saying that I delayed the flight from flying. I don't understand. They are the ones that made the flight delay, i did not even complain, but they complained about me (I don't know whether she used this attitude because I am an Asian). Besides, now that they discriminate against business trip passengers, for my future business trips, I will never take that company's flight.

I ended up not being able to use my ticket and re-booked it two separate times . The first time I re-booked the ticket to the same destination they charged me $150. The second time they charged me $235. They said it was an extra charge for that destination and a $35 administrative fee. I emailed customer service and they basically said the fee was the right amount and gave no explanation about it.

I am not exaggerating when I say this. This all really happened. When I re-booked the second time I called US Airways directly to make sure there were no mistakes. When I was re-booking the flight the US Airways agent said he could not give me a seat assignment that day. However if I was willing to pay $59 extra he could give me a seat assignment right then. I am not making this up. I didn't want to argue with him so I let it go and decided to call back the next day and get a seat assignment. The following day after being on hold for over 25 minutes the agent got on the phone and immediately gave me seat assignments at no extra charge. You can't make this stuff up.

US Airways is the worst airline I have ever dealt with. JD Power also ranked them as the worst airline with a two star out of five star rating. Avoid flying with them at all cost. In the end my $450 ticket ended up being over $1,100. I am not exaggerating. I am shocked and stunned by the entire experience.

After over 8 hours of sitting in the hot sun they ran up the engines to burn enough fuel to take off. We then had to make an unscheduled stop in Mexico to re-fuel, while in Mexico the airline did bring on board fresh bottled water that they provided at no charge. We arrived in Phoenix late at night missing our connections to Montana. The airline reported that it was weather related (a total fabrication) and refused to pay for hotel, etc. A young couple with 3 children in route to Kodiak, Alaska challenged the attendant at the desk and she called security and had them removed from the airport. They were polite and courteous but firmly requesting assistance, they in no way deserved to be escorted out of the airport. All of us behind them were then horrified and hesitant to challenge the airline. I will never fly on this airline again. If it is the only airline available I will take a boat, bus or car.

After explaining to her that other family issues took priority she told me she had enough of "going back and forth with her and she was handing me over to her supervisor." When I asked TRISH, the Supervisor why my kids and I couldn't get on one of the FOUR later flights being offered that same day she said they cost more than I had originally paid and I would need to pay $600 more to get on a flight closer to the time I was originally scheduled to leave. Thank you TRISH and USAIR Executives for cutting our vacation a day short so you could save (or make) a buck. If you really want to save some money Mr. USAIR Executive you should get rid of your useless Customer Service Reps & Supervisors both of whom offer very little support to your so called "valued" customers. What a joke!!!!!

They were given 30 days to submit the interim expenses for items that were purchased. All required information was submitted to the address provided by AA on 8/17/2013, American Airlines Interim Expense Reimbursement, P.O. Box 619613 MD1322/HDQ, DFW AirPort, TX 75261-9613. It's now 2/5/2014, we have heard a single thing from AA. This is a damn shame. This airline makes lots of money and should not cheat consumer. I have copies of all the documents that were sent to them, whatever you can do to resolve this issue is appreciated. Thanks.

Well the lady that was checking us in and talking to us she was very courteous, very nice, explained as much lies as they told her to tell. I went up to a young man that they said was the shift manager for that section, no name no, no name tag. I ask just like everyone else if I was suppose to get out of the airport, would I be able to get my bags... He said yes... he as if I would like to be separated from my bag to go on another flight. I guess I said I don't mind... But then when he looked in the computer he said I would be better off waiting for the broken plane... I would be on standby if I go for another flight. I have witness for that. Now I have been there for 9 hours in pain, I have bone cancer I take 32 pills daily. I have taken one pill yet... My body was hurting so bad... Everyone is agitated we are all human asking question saying stuff and trying too pass the time

Well the plane got fixed, came to the gate, no crew for at least another hour. In the meantime, a friend of mind who worked at the airport in Providence could tell me that my luggage was in Providence since 7:40 pm... while the manager is looking in my face and telling, "Oh yes, you can have your luggage"... at 8:30pm and I know he was telling a lie and I didn't call him out on it.

When the crew came and everyone was going on board, I have to say I was taken out of the line by the person who said he was a manager and was cursed out... and that he is going to report me because I was flying on a buddy pass and I guess I should sit down, shut up, don't ask question, don't speak if something is wrong you keep it to yourself, I should consider it a privilege but if been treated like the dirt on your shoe is considered privilege and how I was bark at and the snide remarks when I did ask a question, and been pooped on that is not a privilege at all. I have flown with US Airways since 1993 and a gold star member and a frequent flyer... and some offered me this buddy pass to get to the hospital to go see my little girl but what a heart breaker... When I got on the flight, I got down on my knees and deliver that young man over to the hands of the creators. If that is how he treat people that he thinks that are less fortunate, I pray for him.

When we landed at DFW, there was a delay in our deplaning, possibly because of rain. And while sitting at the gate, we saw the baggage handlers throw a number of suitcases from the plane to the tarmac below instead of using the conveyor belt to get the bags out of the plane. We did not see our bags thrown and our bags were not damaged on that leg of the flight. When we were finally allowed to check our bags back in at DFW after a number of hours, we delivered our bags directly into the hands of American Airlines personnel, not porters or curbside check-in personnel. When we next saw our bags, a luggage strap had disappeared from mine and a lock had disappeared from my husband's bag. There was no evidence of inspection by the TSA. Were the missing items lost or stolen while in American Airlines custody? We do not know.

When we arrived at the small Queretaro Airport late at night, there was no one I could find to whom I could make a complaint regarding the missing items. Some days later, when I had internet access, I e-mailed a complaint to American Airlines concerning what I have detailed so far and in response I received an e-mail chiding me for not complying with a "policy" requiring complaints to be made within 24 hours! On our return flight home, I inquired at both the Queretaro and DFW airports about whether the missing items might have turned up and be in a lost and found office, having learned from the American Airlines website that each airport maintained its own "lost and found". At DFW, I was told that if American Airlines finds items such as luggage straps or locks that have come off a suitcase, they do not keep them, but they just throw them away!

When I reclaimed my suitcase at DFW to go through customs, my suitcase emerged seriously damaged. Numerous holes had been chewed in the bottom of the bag by some piece of equipment. The piping around the edges of the bag was chewed up in several places, and a zipper pull had been ripped off. I attempted to file a claim for this damage at DFW and was told that I had to file the claim in SLC when I returned home. I attempted to do that, but the American Airlines representative in SLC at first refused to take the claim because the damage to my suitcase was "external" only. I insisted that the representative take the claim, which she did, but then she denied it on the spot.

I later took the time to write a well-documented complaint about all of this, including pictures of the suitcase damage, and mailed it to American Airlines Customer Service. In response, I received a terse denial of my claims, backing up the actions of American Airlines personnel and refusing any compensation. I fly quite a bit and have seen other airlines offer my traveling companions fair compensation for experiences like this, ranging from a $100 voucher from United to 7500 frequent flier miles from Delta. American Airlines offered not so much as a free drink coupon! Although they said they "regretted" these problems, their actions indicate that they think they can treat their passengers and their passengers' baggage any way that they want and then refuse to do anything at all about the results of their actions.

This is a rip off and poor customer service. And Brandy was supposed to be a supervisor! And yes, I began to raise my voice once she called me desperate. Once I called her out on it she said she has only been apologetic. I asked her to replay the recorded conversation she reminded me at the beginning of the conversation and she wouldn't comply to the request and told me I could write a letter to the complaint department. Which I read could take up to 90 days! With all the modern technology, writing of snail mail is the current way they want to deal with unsatisfied customers? If there was a way to do negative stars in the rating I would.

Yes, you're right, no bag. My trip to the airport cost me $63 in an Uber cab (I can provide you the receipt). In addition, I have paid the $25 fee for a checked bag. My work laptop is in that bag and I have not been able to go to work for two days now! This service is unacceptable. This message may get lost and sit in some mailbox for days or months. This is my feeble attempt to voice the poor or rather lack of customer service and reprehend the agent who really should not ever face a customer. In addition, I would like to get compensated for the additional cab ride and the bag fee. I will also be discontinuing to fly AA. I have been a loyal AAdvantage customer but when I give an airline business for this type of service, it is a waste of my money!

To make things even worse, once we got to Philadelphia they couldn't find the entire flight's luggage. It went from terminal a to terminal c. We waited almost an hour at baggage with nothing coming out! Everyone at this point were angry. A women then told us our luggage went from terminal A to terminal C. They made us walk in the snow and ice to that terminal. God help if any of us fell! Horrible, horrible experience! Will NEVER fly with US Airways again!

He said that my confirmation number was the same as my previous one. I went through the flight and everything was fine. On Friday, November 29, 2013, I received a telephone call from my bank asking if I authorized various charges. One of those charges was done on November 26, 2013 for $450.50. I said yes. On Saturday, November 30, 2013, I went to my bank account and there was a charge for $896.70 and another charge for $25 from US AIRWAYS. I did not approve those charges nor was I notified of those charges or that there was going to be any change the the fair. My account was never charged the amount that I accepted with the reservationist of $450.50.

I never received an email confirming my flight details. I have tried countless times to speak to an agent, customer support, manager, refunds, anyone at US Airways with a shred of authority and have been unsuccessful. I am disheartened and shocked that their customers are treated so unfairly and brushed off as if our complaints are mere. To a working student being charged over $400 is excessive. I had to beg for money so I was able to pay my bills. The level of concern or understanding that US AIRWAYS has for their customers is appalling. It is now December 26, 2013 and this issue has been occurring since November 30, 2013. It has been almost a month and this issue is not yet resolved.

I'm all out of options. I hope that others do not have to go through the same issue that I have been through. It is exhausting, frustrating and upsetting to feel worthless and alone. I may have a different perspective on things, but these companies would not exist if we did not consume or purchase their goods. In the future, my business will be taken elsewhere, in addition, that I will not choose to fly with US Airways or any of US Airways affiliates, regardless of the cost. The headache and hassle I have been through is not worth a cheaper fare.

My daughter went to the US airways terminal and checked herself into a new flight. This flight was delayed 3 1/2 more hours. She got on the plane and they said now Philadelphia is on ground stop. We called Philadelphia airport and they were not on ground stop. They lied! It was air traffic. I do want to say this entire day the weather was fine in Greensboro and Philadelphia. Everything melted from the day before. This was all results of backed up flights and stranded people. After my daughter sat on the plane for 1 full hour at the gate, she finally took off and landed safely home. While all this was going on, I spoke with a woman in "corporate" from US Airways because you could not get through to their customer service line. The woman was HORRIBLE! She said to me my daughter is not a minor. At 15, the airlines say she is an adult. I could not have bought minor assistance because it's for 14 years or younger.

I said, "Yeah, she is an adult not old enough for a job, credit card, driver's license, to rent a hotel room, but she is an adult!" She replied, "Mam, if you have a problem, call the police department. It's not our job to take care of her. She is 15!" When we got through to customer service, we asked how to get her "cash" refunded she paid for her luggage. The woman accused my daughter of lying and never checking the bag. She took a picture of the luggage tag and sent it to us. US Airways is a horrible airline with miserable, nasty people working there with absolutely NO customer service or compassion. It was by far the worst customer service I have ever received in my life. Her Lacrosse stick was never recovered. It is somewhere in luggage at United Airlines in Greensboro, NC.

My daughter went up to the service desk at the gate & stood on the extremely long line to get assistance on a new flight. They told my daughter she was too late on the line & she missed all the flights for the next day. They could get her 24 hours later. She then told them to switch her airport destination to Newark. At this point, my 15-yr old is crying her eyes out, alone in an airport trying to get home & no one helped her. The woman at the desk said there was a flight to Newark leaving that night but because she had "1" checked bag, her Lacrosse stick, she couldn't take that flight. She was crying & saying, "Please just let me on the flight. I'm here alone. I need to get home. I have my carry on & purse here. I don't care about my stick. Please let me on." The woman at the desk said "NO". The pilot saw her crying & arguing, he rolled his eyes & walked away. People were screaming at the lady telling her to let my daughter on. They wouldn't give her a flight. They left her alone in the airport at 15 years old, offered no help with flights, hotel, nothing!

Meanwhile, we were on hold for 30 minutes on US airways & couldn't get through. I had to call the airport police to get her assistance to a Marriott so she could arrive safely. So meanwhile, they wouldn't let her safely board a plane & arrive home safely because of her luggage. The hotel room cost me more money than a replacement Lacrosse stick. She was then stranded alone in North Carolina, the airlines offered no assistance. They took her $25 for her checked bag & did not refund her. They switched her flight to United. Now she needs to find a different airline alone, different gate & pay an additional $25 to board the flight with her stick. She never got the $25 from US airways. She had no money left. We had to beg the girl at the Marriott to give her $20 & we mailed a check to the nice woman to pay her back. The only other way to get her money was to have a stranger Western Union her the money but she would be getting in a car with a stranger. This nightmare hasn't ended. She is attempting to get a flight home today!

Needless to say, "NO ONE" helped my daughter in that airport from that airline! They were rude, no compassion, and left her there to take care of herself. When I finally got through to the airline, they said, "You didn't purchase the minor assistance package." I said that wasn't offered to me. They said, "Oh you're right. Because of the flight set up, it connected to Toronto so it couldn't be offered." I will write a second review on how her experience goes today as she tries to get home to her family! I am APPALLED at the treatment, lack of service, lack of regard for her safety, lack of contact to the parents, lack of everything this airline provided. Now without our consent, they switched her to United today to Newark. We never approved that. She is a minor. What if we didn't know she was headed to Newark instead, she could have picked any destination & no one would have known!

He was flying into Minneapolis on the 25th of November and was flying back on the 29th. While at home, he was granted another two days. I called American Airlines to change his ticket. I was informed that I had not purchased a military ticket and that there was no available flights out on December 1st, there were a lot of people on standby, but to call back since sometimes there are cancellations. She apologized. What? I paid extra for a military ticket that I didn’t get? I called back the next day and was told again that I did not purchase a military ticket and that it would cost me $570.00 to change his flight from Friday to Sunday leaving at the same time.

He needed to be back at the Fort before 5. I argued about the military ticket. I told AA that I paid extra and was guaranteed that if we needed to make changes to the ticket or cancel, we could do so. Now you’re telling me I have no such ticket! My son gave them his superior officer’s name and number to verify that he is indeed in the military and to waive the $200 ticket change price, but it would still cost $370.00. Of course we paid it because spending time with my son before he flies to the Middle East for a year is something I want very much to do. But I am ticked off. I was lied to and cheated. How can you charge someone more for something they are not even receiving? Who does that? Especially to a person in the service?

Come to find out there is no way to check to make sure you have received a military ticket if you do purchase a military ticket. Never again! I had told other soldiers to go through AA because of the great deal I had received. I hope they didn't get screwed the way we did. I will not suggest them to anyone nor will anyone in my family fly with them again. I cannot tell you how angry I am about this.

By far the worst flights I have ever been on. Going and coming from Hawaii. Will never fly AA again. Other complaints: Seats were uncomfortable. (I felt like I had someone sitting in my lap the entire flight). Entertainment sucked. Limited space for carry on.

This is an absolute rip off to the travelling public. The exact amount of the fees that would be charged on any reservation should be stated before the ticket is purchased. I complained to US Airways, Travelocity and the US Dept. of Transportation to no avail. US Airways informed me that they were just doing what they are entitled by the US Dept of Transportation to do and the same with Travelocity. The Dept of Transportation answered my appeal to them with a copy of some kind of communication to American Airlines in 2011 that I didn't even understand. The gist of it was that the airline could not charge a customer a fee without stating on the ticket the exact amount of the cancellation fee, which was not done in my case.

Don't use Travelocity as you can get the same fares they offer directly with the airlines and don't give your money in advance to these airlines unless you know the exact amount you will be charged if you have to change. Cancellation insurance would not have covered my fee for changing as it was not part of their scope as reasons to receive refund. Total rip off. I feel like I have been involved with loan sharking.