American Airlines Customer Service Issues

I was gifted a trip to the Florida Keys which turned out to be quite short and full of unexpected changes. Initially flying with Silver Airlines, the name suddenly changed to United Airlines when I reached Ft. Lauderdale. Confusion with gate numbers required me to undertake a long walk to a different building due to the plane's size. Unfortunately, this led to me missing my shuttle and having to undergo security procedures multiple times, resulting in my iPad's glass getting broken. Upon arriving in Newark, further gate changes caused additional delays. I found the numerous name and gate changes, long walks, and delays during my travels quite frustrating. Additionally, the inability to extend my trip once in the Keys and the unexpected truncation of my return journey left me dissatisfied. These frequent alterations, especially during the journey home, were disappointing and impacted the overall travel experience.

I was scheduled to fly on AA Flight [redacted] today, December 31st, to Phoenix with a connection to Long Beach on AA5791. Upon arriving at DCA, I learned that the first flight would be diverted to Tulsa for additional fuel, causing me to miss my connection to Long Beach. After speaking with Customer Service at DCA, I was rebooked on AA Flight [redacted] departing on January 1st, [redacted], at 10:40 am to Phoenix. I had initially reserved an aisle seat 27C on AA [redacted] but was assigned a middle seat (17E) on the new flight. I kindly request to change to an aisle or window seat on AA1218 tomorrow, as I suffer from motion sickness. Furthermore, I would appreciate it if the new flights could be credited to my AAdvantage account, 52W5UK6. I was unable to find a way to do this on the website. Thank you for your assistance!

My flight to Seattle was canceled at 10:30 PM the night before my 5:45 AM departure, turning my 8-hour journey with one connection into a 13-15 hour trip with 2 connections, causing me to lose my ride. The return flight also caused issues as it was late, causing me to miss my connection. When seeking help, the customer service line was long, and no one at the gates or the lady at the gate offered assistance. I was given a connection flight for the next day but was denied a room or a rental car. With back issues, I couldn't stay at the airport, so I rented a car and drove home, and even had to wait for my luggage. Despite sending multiple complaints online, I have not received any response, and no one informed me about my connecting flight leaving without me. This experience has cost me additional expenses like extra parking fees. I am requesting a refund for my flight, luggage, parking, car rental, and gas.

I had a booking on AA1421 from Albuquerque to Dallas Fort Worth on 01/03/19 at 7:37 am with a final destination of London Gatwick, including a stop in Tampa. Arriving at ABQ at 5:45 am, I was directed to speak with someone to obtain my boarding pass for the Tampa to Gatwick leg during online check-in. Despite waiting in line until 45 minutes before departure, I couldn’t check my bag through the self-service kiosk due to time constraints. Staff mentioned I missed my flight and needed to call a [redacted] number 40 minutes prior to departure as my journey involved an international flight, leaving me with no other options for Gatwick. The airline booked me on a flight from Dallas to Heathrow at a higher cost and attributed it to my responsibility for missing the ABQ flight. The lack of assistance, queue management, and communication from staff at the airport caused unnecessary stress and missed opportunities for timely assistance.

I'm Susan M. and accompanied my niece, Stephanie B., flying often as a loyal rewards program member (40LW6W4). My recent travel was disrupted due to AA cancellations on December 28, [redacted]. Initially leaving Chicago O'Hare on December 27, the flight was canceled twice, first due to no aircraft and then later, no crew. Despite the inconvenient rebooking, we were not informed promptly, causing delays and frustration. Seeking alternative flights, I discovered options through Atlanta, eventually securing a Tuesday morning flight via Philadelphia. Surprisingly, a better flight was available earlier but was not suggested during rebooking. This led to unexpected expenses, amounting to $[redacted].50, which I believe should be compensated considering the circumstances. The inconvenience was aggravated by the misinformation regarding crew availability, making the experience quite challenging.

My name is Chris Cobb, and my Advantage number is 434X 4c4. I used my Advantage miles for a one-way ticket from Santa Fe, New Mexico to Austin, Texas on December 27. The flight was scheduled to depart Santa Fe at 11:09 AM and arrive in Austin at approximately 3:40 PM. The record locator number was KFZKUK. Due to a snowstorm on December 26, my flight on the 27th was canceled. I was rebooked for a flight on December 28, which was later delayed and then canceled again. This resulted in me making alternate travel arrangements at an additional cost. I would like my 20,[redacted] points and $85 refunded. Thank you for your assistance in resolving this matter promptly. Phone: ([redacted])-[redacted]. - Chris Cobb (Advantage# 343X4C4)

My name is Garry Abell. I recently purchased three airline tickets from Richmond, Virginia to Melbourne, Florida, with Confirmation Number: CXQIHM. The first half of our flight, from Richmond to Charlotte (Flight [redacted]), was excellent. However, the second half from Charlotte to Melbourne (Flight [redacted]) experienced significant issues. The flight was delayed, and the pilot announced mechanical problems, leading to a return to the terminal. Despite being told it would take 30 minutes for a new flight, this did not happen. We had to book another flight (Flight [redacted]) to continue our journey around 9:30 - 9:45 p.m. The staff we encountered were unhelpful and rude, providing little information. American Airlines, as the largest carrier in the U.S., should prioritize customer service to avoid losing business. Due to the disappointing experience and missed event, I am requesting a refund for a portion of the flight costs. Thank you - Garry Abell.

Dear Customer Service, I am writing to inform you that my son fell extremely ill and was unable to board his flight on November 30th from Pittsburgh, PA to Charlotte, NC (Ticket number [redacted][redacted]). He is a student at the University of Pittsburgh, and he had to visit various doctors and hospitals starting from November 29th. Despite my initial request for a credit being denied, I kindly ask for your reconsideration in granting us a credit for a future flight due to the unforeseen circumstances. The roundtrip flight cost was approximately $[redacted]. I am happy to provide all the necessary medical documentation for review. As a loyal customer, I value positive experiences with your airline and hope to continue flying with you in the future. Thank you for your understanding and assistance. Sincerely, Sharon O.

Our record locator is GARJZL. We have a booking for March 15th to travel from Vancouver to Beijing via LA. Our plan was to volunteer at a medical foster home in China for a week. However, there are two issues we are facing. Firstly, the Chinese government is removing children from foreign-run foster homes, impacting our volunteering plans. Secondly, the strained relations between Canada, China, and the US due to the extradition case of a Huawei executive in Vancouver have increased travel risks. In light of these circumstances, we are looking for information on obtaining a full refund for our tickets or exploring alternative options.

I am extremely upset at the moment. I arrived at the airport 2 hours before my flight, stayed near the gate the whole time, and still managed to miss my flight along with two other passengers. It seems like the plane started boarding without proper announcement, closing within 2 minutes, leaving us stranded. When I turned around, it was already closed, and the staff told me there was no way to get on that flight. One of the attendants even handed me a red valet ticket for my bag earlier but didn't properly signal the boarding process. I feel frustrated with American Airlines for their lack of customer care, especially after passing through security and missing important meetings in the city.

Hello, I wanted to report an issue regarding my recent flight bookings with American Airlines. My record locator is LFQNYA and my ticket number is [redacted][redacted]. I traveled from Austin, TX, USA to Quito, Ecuador on 12/28/18. I encountered problems with my baggage on this trip. I paid $40 for a second bag when leaving Austin and encountered a problem with this fee when my flight was delayed due to a leak on flight #[redacted] from Miami to Guayaquil. Consequently, I missed my connection, and despite being rescheduled on Avianca for the next day, I had to pay another $28 for my second bag. Subsequently, on my return trip on 01/11/19 from Quito to Guayaquil with LATAM, I was unexpectedly charged $[redacted].20 for a second bag, although American Airlines personnel had informed me it should have been only $44. I tried to resolve this at the airport, but no solution was provided. Please advise on how I can claim a refund for these excess baggage fees. Thank you for your assistance. Sincerely, Tanya Hedahl.

Dear Sir/Madam, I am disappointed with the recent changes to the AAdvantage program, specifically the addition of the spending requirement (EQDs) in addition to miles or segments. As a loyal American Airlines customer who has consistently maintained status through flying over 25k miles in [redacted], primarily on coast to coast flights, I feel penalized for being financially responsible. The program now seems to prioritize spending over loyalty and customer satisfaction. This change diminishes the once creative and imaginative marketing approach, reducing it to a mere financial transaction. American Airlines should focus on enhancing customer experience rather than solely emphasizing spending. If the program is now solely pay-to-play, clarity is key, and the loyalty elements should be removed. This has significantly impacted the program's value and tarnished the American Airlines brand. As a devoted advocate for American Airlines in the past, these changes may lead me to explore other airline options in [redacted]. Thank you.

I had a flight scheduled for Tuesday, January 15, [redacted], departing at 6:03 pm from Arequipa, Peru to Lima, then Miami, and finally to Charlotte. Unfortunately, I encountered issues with the airport gate and was not allowed to board my connecting flight to Lima. Despite attempting to check in online the day before on both American and airline websites, I was directed to check in at the airport due to system limitations. When I arrived at the counter less than 3 hours before departure, the gate was manually opened due to rain delays, causing me to miss my Latam flight. Despite explaining my situation to the employee, Belem Briseño, no assistance was offered. I now find myself stranded with no return ticket or funds for a new one due to the missed flight. Unable to contact the airline due to phone issues in Peru, I am frustrated by the lack of support and assistance. I am reaching out for a resolution as a loyal Latam customer who has never faced such poor service before.

Subject: Refund Request for Cancelled E-Tickets Dear Credit Authority, I purchased e-Tickets #[redacted][redacted] and #[redacted][redacted] for my wife and myself to travel to Israel on December 18, [redacted]. Unfortunately, we had to cancel our travel plans due to health concerns. I contacted the AA office on December 18th to inform them of my situation and was advised to provide a physician's certification for a full refund. I promptly cancelled the tickets and obtained a doctor's note explaining the situation and allowing me to reschedule my travel from January 01, [redacted] onwards (attached). I kindly request a refund review based on the provided documentation and the loyalty we have shown as long-time American Airlines members with Membership Nos.: 0V22YF2 and 78W5EK8. Your prompt attention to this matter is appreciated. Thank you for your consideration. Sincerely, Farhad and Farideh Tehrani Regarding the cancellation fee for e-Ticket #[redacted][redacted], please waive it as per the physician's note.

On February 28th, I made a flight reservation to go from San Francisco to San Jose, Costa Rica on February 17th, returning on the 24th. I received confirmation for the return flight but not for the departure. After contacting customer service, I was informed there was no record of the departing flight. I was given the option to have the departing flight booked for $35 or to book it online at no charge. However, I encountered an error online preventing me from booking to San Jose, Costa Rica. Upon contacting Web Support, I found out the error was due to no available seats for Awards passengers. I was then told I would need to pay 65,[redacted] credits for a one-way ticket or about $[redacted] for a round-trip ticket plus $[redacted] for Award credit reimbursement. I am requesting either booking the departing flight at the round-trip rate with Award credits or booking it for cash with no fee for restoring the Award credits. Ideally, upgrading the tickets to business class would greatly improve my customer experience. My Locator code is SRDZES.

I need to modify the return flight for Monique ONLY, so she can fly to St. Thomas on the 7:24 am flight instead of San Juan. When I booked the tickets, I couldn't put the reservation on hold because the website kept disconnecting. I paid to secure the booking, but now I realize Monique needs to fly directly to St. Thomas, not with a long layover in San Juan. I need to keep my flight to San Juan. I tried calling several times, but the long waits were difficult. I am in St. Barths (an international location in the Antilles), and your phone line wouldn't accept my number for a call back. Can you please make this change for us? My international phone number is [redacted] [redacted] [redacted] 77 98 35. Unfortunately, Get Human doesn't recognize my international number. Can they contact me via email instead? Thank you, Ethel

I bought a non-stop flight ticket from RIC to DFW for 2/7/19, scheduled to depart at 7:01 a.m. and land at 9:36 a.m. However, I received an email from American on the day of the flight notifying me that it had been delayed until noon due to a door issue. Despite reassurances that the problem would be quickly fixed, the flight was delayed three more times and eventually canceled. I had a pressing engagement in Dallas that evening which I couldn't miss. After several setbacks and being put on standby at one point, I finally made it to Dallas around 7:15 p.m., only arriving ten minutes late for the event. The day was filled with stress and disappointment, from delays and setbacks to last-minute changes. I am requesting a credit, refund, or 50,[redacted] points to compensate for this experience, as it was far from the smooth direct flight I had expected. I appreciate the sympathy shown by the staff throughout this challenging journey. Thank you for your attention to this matter.

Yesterday, on 2.13.[redacted], our journey from RSW to GEG took 18 hours. At the departure gate, we mistakenly volunteered to check our suitcase. The initial flight was rerouted to Houston due to a fire at DFW's control tower, causing us to miss our connecting flight. After a long wait at the AA customer service desk in Dallas, we finally received new boarding passes for our rerouted journey through PHX to GEG. Despite a delay in Phoenix, we arrived at GEG, but our suitcase did not. After filing a claim and learning that our bag was still in Dallas, we are in need of our belongings and seeking compensation for the inconvenience and expenses incurred.

I made reservations with American twice, but for some reason, they were both canceled without explanation. I spoke with PayPal, and they confirmed the money transfer to American, but the flights were still canceled. It seems like American might have canceled the reservations to try to get more money for seat selection, which seems greedy. Their lack of customer service is disappointing and not good for their business. It's frustrating that they take advantage of being one of the few options available. Now I need to spend more time rebooking for a third time after my CLT to DTW flights were canceled. It's a hassle dealing with this situation repeatedly.

My wife, Helen O'Brien, was scheduled to fly from DFW to HSV today on Flight [redacted]. The flight was cancelled due to a maintenance issue. Unfortunately, she was not notified by email or phone, resulting in a long wait and several connecting flights. I am disappointed that there was no compensation offered for this inconvenience caused by AA's maintenance fault, as my wife's travel plans were severely disrupted. Locator Number: UEMZAZ Flight #[redacted] Ticket #[redacted][redacted] I believe my wife deserves a more substantial voucher for the way she was treated, rather than a mere $50 voucher. I also contemplate activating my inactive AA Advantage number for future travel but feel hesitant after this experience. Contact me through email at [redacted] or at phone number [redacted]. - David O'Brien