American Airlines Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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