American Airlines AAdvantage Customer Service Issues

Our red-eye flight was grounded around 1am because of a mechanical issue. We were instructed to queue for a long time to be rerouted to our final destination. By the time we reached the front, the only available flight for that day had departed. It was 5am when we were informed that we had to wait for the next red-eye flight later that night, arriving late morning the next day. The situation became emotionally distressing due to these mechanical problems, which we consider very concerning. We had important business commitments that we would now miss, causing financial strain. To reach our destination that day, we had to purchase new Southwest Airlines tickets costing nearly $[redacted] each. Although we have asked for a refund for the canceled flight, we are hopeful for compensation or a voucher from American Airlines to help alleviate the financial and emotional toll of their significant mechanical issue. Thank you for your attention.

My partner, Kwang, and I traveled to Costa Rica on 11-22 for a short trip but encountered some significant problems during our return on 11-26. Our plane was delayed, and upon arrival in Miami, we struggled to locate a representative for guidance on our next flight. After finding the customer assistance center near gate 14, an agent named Diane provided us with a boarding ticket for gate 22, despite the printed pass indicating gate 20. Unfortunately, Diane seemed more focused on chatting with colleagues than assisting us, causing confusion and inconvenience. Feeling uneasy about the conflicting information, I decided to check gate 20 first and found that it was indeed the correct gate. The lack of helpfulness and professionalism from the customer assistance staff was disappointing, especially given the challenging circumstances we faced. Furthermore, discovering that the free bag benefit from our AA credit card did not apply to Caribbean travel resulted in unexpected expenses of $60. These experiences have left us considering alternatives to American Airlines for future flights and even contemplating canceling our AA credit card. I hope that by sharing our ordeal, necessary improvements can be made to enhance the customer service and communication processes. Best regards, Dai Moon

I am a [redacted]% disabled Vietnam Veteran with Record Locator #LDGAIZ. During the stressful holiday period due to weather at DFW on Dec 26, my flight AA5795 was canceled at 6:25. Like many others, I waited at the gate for 6 hours in vain. After being rebooked twice, I finally boarded Flight AA [redacted] on Dec 27 from Gate B22 to SiouxFalls SD at 3:30, enroute to PHX. My bag, which had all my medication, was valet checked and I assumed it was checked through to Phoenix. Flight #[redacted] arrived in SD, where de-icing delays occurred, requiring us to deboard and reboard. My luggage was not at Baggage Claim Area #3 in DFW, and after filing a delayed baggage receipt with File #PHXAA[redacted]5, I urgently need my medication.

On 2/8/19, my flight #[redacted] from Melbourne, Florida to Charlotte was delayed, causing me to miss connecting flight [redacted] to Newark. Despite being given a seat at the rear by the agent in Melbourne, I requested to be moved to an aisle seat towards the front due to a medical need. The customer service agent, D. Silva, at gate C-6 was rude and unhelpful, insisting I keep the assigned seat. Eventually, at the gate, my seat was changed to row 11. Despite many available seats between rows 6 and 12, the initial placement by Ms. Silva was unsatisfactory. This experience was unacceptable, and I am disappointed with American Airlines. I am considering alternative airlines moving forward. Compensation should be provided for the poor service received from Ms. Silva. Dolores K.

When I made reservations over the phone, I inquired about any charges for my 1-year-old lap baby and was assured there would be none. To my surprise, I later discovered that the charge was included in the ticket confirmation email. I promptly requested a refund, explaining that the purchase was a mistake as I had provided my child's date of birth during the call. Initially, I was informed that the refund would be issued back to my card. However, after following up, I was informed that the ticket was nonrefundable. Despite the error originating from the customer service representative, I was advised to contact AA using their fax number for further assistance.

We had a round trip ticket for three passengers. Unfortunately, one passenger, E. G., missed the first flight to our destination but has since joined us. However, our record locator code, GXKVJX, is not displaying her return flight with us. I need this issue resolved promptly as our return flight is scheduled for early tomorrow morning. Thank you.

I was physically attacked and injured, causing me to miss my flight on March 19th. I am being denied a later flight because my ticket will be a year old by then, despite needing time to recover from surgery. As an AA advantage member, I feel it is unfair that my ticket will be canceled instead of being rescheduled for when I am well enough to travel later this year. I have reached out for help, but have not received any responses. My Record locator number is [redacted]. I received incorrect information from the Milano Italy office stating I could fly later in the year, which turned out to be untrue. I am desperate not to lose these tickets as we are elderly and on a fixed budget. I can only be reached by cell phone in Italy with Vodafone at [redacted] or via email at [redacted] Our departure date is March 19th. Any assistance would be greatly appreciated. Thank you.

I recently made reservations for three people traveling from CLE to JFK on 9/18/19 and returning on 9/29/19, connecting to Milan, Italy. American Airlines notified me of flight changes, affecting our return from JFK to CLE. The new timing is incompatible with our Milan return flight, leaving us in a difficult situation. It is impossible for us to stay overnight in New York due to work commitments on Monday, Sept. 30. We need a flight after 6:40 PM from JFK to CLE to make it back in time. Despite attempts to reach customer service, I was unable to speak to an agent. As an Advantage Member and using the AAdvantage Barclay's Mastercard, I hope for prompt assistance to resolve this issue. Thank you for your help.

I was on flight [redacted] from Miami to LA, which got canceled after a 7-hour delay. As a permanent platinum member, I had requested an emergency exit seat, which was confirmed. However, when I boarded, I realized I was seated behind the emergency row. Despite speaking to an agent, I was not moved to an emergency row seat. Upon calling customer service, I was informed of the error and my return seat was changed, but I still did not get the emergency row. This seating arrangement was incredibly uncomfortable. Although the crew and agents were great, I am seeking compensation for the discomfort I faced. I spoke with Customer Service Advantage, but the issue remains unresolved. I am requesting a discount on my next flight and assurance of the correct seat assignment, and I am also considering upgrading to Business class. Thank you, MYP7776, Joseph B.

I received a call from Tim G. from AA customer service regarding an allergic reaction I had when seated next to a passenger with an uncaged cat. He advised me to contact the Service Desk regarding my asthma triggers from pets on planes. Tim mentioned he'd follow up but I have not heard from him since. This health concern is important to me, and I need to ensure I am seated away from animals to avoid dander-related problems.

I bought a ticket to Tahiti recently. I confirmed on the American Airlines website that I could earn miles with partner airlines like Alaska Airlines and Air Tahiti Nui. However, when I called to add the miles, the representative denied it. Both airlines are listed on your website under "EARN & REDEEM MILES WITH OUR PARTNER AIRLINES." I would appreciate receiving the miles as stated. Thank you for your assistance in resolving this matter.

I contacted AA on 4/29/19 about a promotion program we participated in during our March [redacted] vacation. The deal with Barclays bank offered 60,[redacted] free air miles for getting their credit card and making a purchase of any amount. We submitted the application on 3/23/19 on flight number [redacted] from Belize to Miami, but the stewardess did not submit it. The AA representative said I would hear from Barclays within 2 weeks regarding the application, but it's now 5/31/19 and I haven't received any updates. When I called [redacted], I was told I had the wrong number and transferred to a dead line. I would like a prompt response. Thanks, M. Jones and R. Jones.

On June 9th, we were scheduled to fly from Los Angeles to Charlotte on flight [redacted] departing at 7:01 AM and arriving in Charlotte at 3:01 PM. Upon arrival at the airport at 4:30 AM, we were informed that the flight was canceled due to mechanical problems. After discussing with the staff, we were rebooked on a United flight leaving at 1:00 PM through Denver, arriving in Charlotte at 10:45 PM, nearly 8 hours late. As a loyal American Airlines Advantage member, I was greatly dissatisfied with the situation, especially since the fault was entirely yours. I am seeking 4 complimentary tickets as a gesture of compensation for the inconvenience caused, as the experience of waiting at the airport with my wife and two children disrupted our work and school schedules. The offer of 4 meal vouchers does not adequately address the situation. Regards, Patrick Joe Hullinger

I am Monica, a flight attendant with American Airlines and a new Red Mastercard cardholder. I am reaching out to address my recent customer service experiences. On September 2nd, [redacted], I contacted your team regarding a balance transfer to my Red Mastercard. Despite multiple calls and assurances from representatives about specific dates, the transfer did not go through as promised. After escalating the issue to a supervisor, I was provided with conflicting information, delayed timelines, and a lack of empathy. This letter serves as a formal complaint highlighting the importance of consistent and knowledgeable customer service. While some representatives were polite but misinformed, the supervisor failed to handle the situation effectively. As someone who actively promotes the Red Mastercard during flights, I am now apprehensive about the service quality that passengers may encounter. Sincerely, Monica

I flew on 8/27/19 and encountered issues with getting my American Advantage miles added to my account due to my AA number being unable to be located during check-in. I was advised to contact AA to rectify this. My flights were AA3691 from Aguascalientes to Dallas and AA1241 from Dallas to Seattle. Moreover, although I used my AA credit card to purchase the ticket, the system did not show the first free checked bag, leading me to pay for it. The agent suggested keeping the receipt for a refund process with AA. I’m M. Ester Prieto-Martinez residing at [redacted] 22nd Ave S Seatac, WA. You can reach me at [redacted] or email me at [redacted] I appreciate your assistance and guidance on how to proceed with submitting the boarding passes and payment receipt.

When I signed up for a credit card with Citi, I was promised "preferred" seating and a first checked bag for free when flying with AA. However, when I flew on AA [redacted] to Florida on 9/20/[redacted], I was told to wait until everyone had boarded and was given seat 24E, which doesn't feel like "preferred seating." I hope you can honor the promises made when I signed up for the card. On my return flight on AA [redacted] on 9/28/[redacted], I experienced the same issue of having to wait for a seat. This was unacceptable and I hope to hear back from you soon regarding this matter. Thank you.

I recently flew with American Airlines on October 8th, Flight #[redacted], departing at 10:15 a.m. During check-in, I discovered that my bag was exceeding the weight limit by three to four pounds. Since I did not have a carry-on to transfer items into, I was informed by the agent at the counter that I would have to pay $[redacted] for the overweight baggage fee. After researching online, I found information about American Airlines' baggage fees, which indicated that the charge for bags weighing between 51 and 70 pounds is $[redacted] per bag. I am confused as to why I was charged $[redacted] for just a few pounds over the limit. Your assistance in resolving this issue would be greatly appreciated. Thank you. L. Reekers

I traveled with American Airlines on October 8th, Flight #[redacted] with Confirmation ANDIOM, from Cincinnati to Quebec City. While checking in, I discovered my bag was overweight by three to four pounds without a carry-on to transfer items. The staff charged me $[redacted] for the excess weight, which I found surprising. After researching online, I noticed that overweight baggage fees typically start at $[redacted] per bag for weights between 50 and 71 pounds, escalating further beyond 71 pounds. I am puzzled by why I had to pay $[redacted] for just a few pounds over the limit. Thank you for addressing this issue. - Linda R.

My spouse and I bought nearly $[redacted] worth of AAdvantage miles for a trip from DC to Johannesburg. Initially, the AA website displayed various available business class flights which we noted down. However, when we attempted to book the tickets, the site consistently showed no availability due to an ongoing upgrade. We contacted AAdvantage by phone less than a month later to address the issue. Disappointingly, we were informed that there were no business class flights available for January [redacted] to April [redacted]. Despite being open to adjusting our travel dates, AAdvantage declined to refund us any money, stating their miles are non-refundable.

My travel on Nov 26 from Lima, Peru, to LAX was smooth. After picking up my luggage at LAX to catch my connecting flight to FAT, I discovered that my new bag had a wheel nearly ripped off upon reaching FAT. My flight was AA3094 on American Eagle, and my name is Maria Eugenia Davis. The PNR for the flight is ZORSIG. I have proof of purchase and tags for the damaged bag, which I purchased for around $70. I also have photos of the broken wheel. I'm requesting a refund of $70 due to mishandling of luggage by your staff. I've always been a loyal American Airlines customer and have never faced such issues before. Thank you for your prompt attention to this matter.