American Airlines (UK) Customer Service Issues

I am writing to address the issues I encountered during my recent trips with American Airlines. In August [redacted], I booked Business Class flights from Manchester UK to New York La Guardia via Chicago. However, in November [redacted], I was informed of changes to my itinerary, forcing me to fly via Philadelphia in Economy instead. Despite requesting my original flights, I was told they were unavailable. The revised itinerary caused stress and inconvenience. Departing from Manchester was delayed, and I had to wait extensively for my luggage in Philadelphia, resulting in a late arrival in New York without any in-flight service. On the return flight, we were diverted to Dublin due to equipment issues, arriving in Manchester significantly late. I believe that had I flown my original route through Chicago, these problems could have been avoided. The lack of response from American Airlines to my emails regarding compensation or acknowledgment has been disappointing. I hope to receive a fair resolution for the inconveniences faced.

I was on Flight [redacted] from Philadelphia on May 6, [redacted]. I was seated in 32B, and the window was broken and hanging off. Despite informing the steward, I was still concerned for my safety. After moving seats with a gentleman, who also raised the issue, the steward checked again and informed the pilot. The gentleman chose to stay in 32B but felt uneasy. This experience made me feel unsafe on your flights, which is a first for me. I would appreciate a response regarding this incident. Thank you, Mrs. S Conlin Record Locator: AWTEAO.

Subject: Re: AA Reference: 1-[redacted]8 Hello, I reached out to you on June 2nd about a pressing matter. You acknowledged my email and mentioned a response within 5 days, but with no reply received, I emailed again on June 8th. When attempting to contact AA Customer Relations by phone, I was informed it was not possible to speak with them. To recap the situation, my family of three adults was returning from vacation via a cruise ship to San Juan on June 2, [redacted]. We were scheduled to fly from San Juan to Philadelphia then onwards to London Heathrow. Our AA carrier reference was QSTDKY. We were notified at 7:30 on June 2nd that our SJU to PHL flight was delayed over 7 hours and rebooked for the next day. Having no choice but to disembark the cruise, we went to the airport and found out our flight was canceled with no alternatives that day. Eventually, we were rebooked for June 3rd. Here are the main issues: 1) Request for reimbursement for an extra night's stay in SJU due to the flight cancellation, including B&B and meals. 2) Refund for seats bought on March 30th to sit together on the SJU-PHL flight for £29.80. 3) Compensation for the disruption caused, affecting my son's return to work on June 3rd. I have all receipts and documentation ready. I'm unable to locate where on AA.com to submit these. It has been a month since this incident, and I need to settle these expenses soon. Best regards, Gareth J. 29 Spring Grove Greenmeadow Cwmbran Torfaen NP44 5EA

My mother is currently in the UK and needs to change her return flight to the US from September 13 to August 26. Her name is Mrs. J. Odin, and her reservation and airline codes are USRMRE. The flight details are as follows: - Airline: American Airlines (AA) Flight Number [redacted], operated by British Airways - Confirmed for Friday, 13 September - Departure: LHR London Heathrow at 3:35PM - Arrival: DFW Dallas Ft Worth at 7:35PM - Class: Economy - Aircraft: Boeing [redacted] Jet - Duration: 10 hours - Distance: [redacted] miles Any guidance on how to make this date change would be greatly appreciated.

Traveling from the UK with a connecting flight, we checked in one bag each, following the allowed cabin baggage policy. However, upon reaching the boarding gate at Heathrow, we were informed at security that we had to check our bags in. Despite explaining our allowance, we were forced to check the bags in, causing a delay and confusion. Subsequently, on our connecting and return flights, we had no trouble carrying our bags on board. To my surprise, upon reviewing my bank statement, I discovered I was charged nearly £[redacted] per bag reluctantly checked in. This unexpected charge has caused me distress as a single parent with children. The situation seemed unjust as we had followed the rules, only to be coerced into paying a hefty fee for what should have been a straightforward process.

Dear Sir/Madam, I recently booked a round trip ticket from LHR to MGA on American Airlines flight AA39 departing on 15/01/[redacted] and returning on 13/04/[redacted] through TravelUp. Upon reviewing my booking, I noticed that my name was misspelled as “Davvid” instead of “David”. I contacted the agent, TravelUp, who claimed I made the mistake and requested £[redacted] to correct it. They also mentioned that any discrepancies might prevent me from boarding the flight. I have always spelled my name correctly, and after asking TravelUp to prove otherwise, they failed to do so. I am seeking clarification from American Airlines on whether the information provided by TravelUp is accurate and what steps I can take to address this issue directly with the airline, bypassing the uncooperative agent. Yours faithfully, D. Oldfield

We will be traveling in Premium Economy on flight AA101 from London Heathrow to New York. My wife, who is disabled, had requested assistance, but she now has a new electric wheelchair, a Freedom Chair A06L, weighing 25.7kg (56.7 lbs) with a Lithium-ion [redacted] Watt-hour battery. The wheelchair measures 27.2 inches (L) x 24.8 inches (W) x 15.8 inches (H) when folded. We are wondering if she can bring this wheelchair with us on the plane, as the battery falls within the allowed limit. Should she check it in and use airport assistance, or should she travel in it to the gate? Your advice is appreciated.

Good morning. Today, I tried to check in online for our flight from Manchester to Philadelphia tomorrow at 10:50 a.m. Unfortunately, most seats were already assigned, leaving only scattered seats available. My nervous wife is now seated three rows behind me with strangers, which was not our plan. We were hoping for two seats together by the window. Since this trip has been a significant investment for us, we are eager to resolve this seating issue. Our current seats are 38C and 41C under the name Humphreys. I also need to know if we can check our bags through to Atlanta, specifically with American Airlines, or if we need to recheck them at the airport. Thank you for any assistance you can provide.

Airport Transfer Assistance Needed Our family of four has a reservation for flight 91 to Phoenix with a layover in Chicago. We will be arriving at London Heathrow Terminal 5 on BA [redacted] from Abuja at 14:40. Two members hold US passports, one has a European passport, and the other has a Nigerian passport. We depart from Terminal 3 at 17:15. How can we expedite our immigration process to collect our baggage and reach Terminal 3 promptly for our US flight?

My daughter and her husband were taken to Belize by American Airlines for their honeymoon, only to be informed that U.K. citizens weren't allowed entry. Stranded on the runway all day without food and water, my potentially pregnant daughter received no assistance or information. Despite Belize airport directing us back to American Airlines for help, no support was provided. This situation is not related to immigration, American Airlines should be taking care of them. We have reached out to the BBC and the British Embassy. An urgent explanation is needed.

Record number QBCBCZ I need to change my flight because travelers from Britain are currently not allowed due to the coronavirus situation. Unfortunately, we have to cancel our honeymoon plans as our wedding is affected by the same issue. I am requesting a refund, or if that's not possible, I would like to use the amount paid for this flight toward another one. I am looking to book a new flight from Miami to LAX departing on Friday, July 24th. Here are the details: Route: MIA to LAX Departure: 12:12 PM Arrival: 2:31 PM Duration: 5 hours 19 minutes Flight: AA [redacted], Airbus A321 I prefer the main cabin option for both travelers as it would still be within the budget of the original tickets. I am exploring these changes online to avoid costly phone calls from the UK.

I had a flight scheduled to Denver on September 22nd, but it was canceled as UK citizens are not permitted to fly into the USA due to COVID-19 restrictions. I also have flights booked with American Airlines from Denver to Mexico on October 6th, but as I am unable to enter the country, I contacted them. They offered a credit valid until December [redacted], but I have other commitments and am unable to use it. I am seeking a refund, which they have refused. The US State Department has issued a Level 4 travel advisory for Mexico, further complicating the situation. I did not cancel my trip; circumstances are beyond my control. My flight allocator number is GGPZEE, and my name is Elizabeth C. I kindly request assistance in obtaining a refund. Thank you.

I am quite disappointed by the recent changes made to my flight booking from BA to your airline. I was downgraded from business class to economy with no refund given. Additionally, traveling to Miami seems impossible due to the ESTA restrictions. Despite reaching out via email to the contacts listed on your website, I have not received any responses. Given the circumstances preventing our travel to the U.S., I believe a refund or travel voucher for next year would be a fair resolution. It's concerning that we were moved to a different class without any prior notice or consent.

I bought tickets for myself and four family members for my daughter's wedding in Jamaica through TravelCrew. The flight was cancelled due to COVID-19, and I contacted Spencer for a refund of £2,[redacted]. Spencer said it could take 15-20 weeks, leading to a refund in December [redacted]. When I contacted Spencer in December, he offered £2,[redacted] due to taxes deducted by American Airlines. After expressing my frustration, he increased the offer to £2,[redacted], but I believe I should receive the full £2,[redacted] refund. Can someone assist me with this issue, please?

Hello, My name is Susan Faye Presley, and I have a flight booked on AA733 on Monday, May 16th at 12:15 pm with my guide dog, Suzie. We will be flying to CLT and then connecting to AA6097 at 6:17 pm to TRI, arriving at 7:22 pm. I require assistance in booking for my guide dog, Suzie, and arranging for special accommodations to ensure she has enough space to sit comfortably. I have encountered challenges trying to reach out to various numbers and speaking to multiple individuals to secure all the necessary documentation for our travel. It has been a frustrating and time-consuming process. I would greatly appreciate any assistance you can provide in this matter. Thank you.

Dear AA Team, I hope this message finds you well. I wanted to inform you that I will be traveling from London to NYC on June 3rd, [redacted], with the return on June 11th. My ticket was purchased through your partner airline, FINNAIR. I was informed by FINNAIR that I can only purchase a checked bag at the airport before departure. While I am okay with this process, I would like to confirm that the fixed rate of $75 for one checked bag per flight will be honored as promised. I want to ensure that there will be no unexpected additional charges when I arrive at the airport, as can sometimes happen with last-minute purchases. I kindly request confirmation that the rate is indeed fixed, and that the total cost for one piece of checked baggage both ways will be $[redacted] as expected. I look forward to your response.

During our recent travels from London to Dallas, our family encountered an issue with our baggage at the McAllen, Texas airport. Despite checking in six bags, only five of them made it to our destination. The airport staff informed us that one bag, a blue Samsonite carry-on with a colorful luggage tag featuring a flower design, was not properly tagged. We are experiencing immense stress and frustration trying to locate this missing bag, which is not our fault but rather a result of a mishap during check-in. We kindly request assistance in locating our bag and arranging for its delivery to McAllen, Texas. Our family, including my husband, Ronald S., and my parents, Hilda and Santiago D., would greatly appreciate your prompt attention to this matter.

During our recent travel, my family and I encountered an issue with our baggage. Despite checking in six bags, only five were with us upon arrival at our destination. At McAllen Airport in Texas, we were informed that one of our bags, a blue Samsonite carry-on with a colorful luggage tag featuring a flower picture, was not tagged properly. We are extremely distressed by this situation and seek assistance in locating and returning our missing bag. This has caused considerable inconvenience as the bag contains important items for our trip. The staff at the airport suggested it might have been left behind due to a tagging oversight. We kindly request for immediate action to track down the bag and arrange for its delivery to McAllen, Texas, where we are currently staying. We hope for a prompt resolution to this matter as it has affected our travel experience negatively.