American Airlines Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Yes, I know it's not American's fault, but it's not the passengers' fault either. The AA employees treated us like we were an inconvenience and an interruption to their plans for the day. Shame on you, American Airlines! You are so busy worrying about picketing and protests that you've forgotten that the passengers pay your salary. If you aren't nice, we'll go somewhere else. I promise. You can bet that I have told everyone that I meet how horrible your service is! I am a customer service trainer for a global direct sales organization. If our employees acted the way AA employees did, they would be fired.

By the way American Airlines, your baggage handlers tore up my brand new luggage. I am sure it would be useless to complain. Instead, I will just tell everyone I know how horrible your employees treat your customers. You may think that you're the only game in town, but you're not. No wonder you're having financial issues! I am getting ready to get on another AA flight in a few hours. I have no doubt the flight will be delayed. I have no doubt I'll be treated like a bug on the feet of AA employees. I know this will be a horrible experience. If I complain too loudly, the TSA will treat me like a right wing radical, roust me out of line, and search me and my bags in front of all the other passengers. At least I have something to look forward to! American Airlines, you stink!

Well, upon my return to DC, I went back to DC baggage claim to inquire and to look around but still came up empty handed. I must have spoken with 20-30 people at AA and some were very smog and must have received several different excuses and probabilities. I started to do a little research on my own simply because I had a lot of valuables in my luggage and this situation has caused me many sleepless nights and tears. Let me say this before I go any further, AA has no check and balance system so they say. They do not scan your luggage once they receive it from TSA. They rely totally upon individuals to look at your tag and then place it on the corresponding carousel. Also, after doing intensified research, I found that the Airlines have had a great deal of thefts going on not only with the Airlines but also with TSA. Now, I was told that the percentage of thefts was little to none. They lied and they continue to lie.

I went back and forth to Regan National just to take a look at their baggage claim area. This is what I noted: Baggage that comes off the carousel waiting on its rightful owner is stacked near the claim area and anyone and anybody can just walked and take whatever they like. There is no one standing by to check claim tickets but you have several agents sitting at a desk in the claim area for the most part doing nothing when in all actuality, they could be standing and making sure people are being honest about luggage. Also, I found out that a thief was caught at the Dallas/Fort Worth Airport who had to be stealing luggage for 1-2 years from the baggage claim area with no questions asked. He just happened to get caught. This rogue was taking 2-3 bags at a time. The amount of baggage that is lost or stolen is just absurd. I'm finding there are a lot of people like myself that has been victimized and it's just so painful and unbearable. The airlines don't care and they just lie. It's just unfair. The airlines charge a lot of outrageous prices, they search you, they charge you extra for bags, but they can't protect your luggage.

It just doesn't make any sense. I think some of this nonsense can be eliminated firstly, if TSA suspects your bag, you should be able to watch them go through it and then seal it back up and if at all possible be able to give your baggage to the handlers or better yet put cameras in the area. Also, the airport needs to re-install the system where at least two individuals are placed in claims area to check your baggage claim ticket before you are allowed to take it out, no questions asked. This would create a few more jobs for individuals. Secondly, I feel that these airlines need to be held more accountable for this lost luggage nonsense and if they can't do a better job of this, then some lawsuits need go into action right away. I would be the first to raise my hand to assist. There are a bunch of thieves working for the airlines. It's a racket.

On 4/9 I printed my itinerary, and upon closer investigation, realized that my lap child was not included and my Saturday, 5/16 flight home was incorrectly listed as Monday, 5/11. I contacted AA to correct the problem. I was informed that in order to get the 11:00 AM flight that I had originally requested, I was going to be charged an additional $1,200.00 in increased flight fees and ticket change fees. My only other option was to accept a 6:30 AM flight with a $245.96 fare increase and $600.00 ticket change fee. After explaining the circumstance as they had occurred, and the great inconvenience (to my family of 3 children under 6), the supervisor agreed to waive the $600.00 change fee. I authorized the $245.96 fare increase and requested the add-on of the $12.00 lap child ticket. Once again, I foolishly assumed my flight headache was over.

Upon checking my new itinerary I found that, once again, my lap child was not included and I was in fact charged the $600.00 ticket change fee. I called AA again only to be told that there is no record of the supervisor agreeing to waive the $600.00 ticket change fee. I asked for the name of the supervisor that charged my credit card so that I could resolve the issue directly, only to be told that there is no way to look up her name. AA is unwilling to correct the problem. Now our $2,690.00 flight is going to cost us an additional $600.00.

One honest mistake is an acceptable inconvenience. A second blatant error and the refusal to correct it are unforgivable.

To add to this mess, my luggage was lost by AA for five days. I did not have any luggage for my entire stay in Auckland and did not receive it until I arrived in Wellington! I am planning to continue to use AA for the remainder of my flights. I am just looking for them to refund what has not been used since I can no longer now follow through with the itinerary as I originally booked due to their changing flights.