American Airlines Customer Service Issues

Hello, I encountered a significant issue due to a mechanical problem on my American Airlines flight back to Philadelphia shortly after takeoff. Despite the exceptional performance of our pilot, we had to switch to another aircraft. Unfortunately, during boarding, the pilot was informed that not all luggage had been transferred from the previous flight due to understaffing, causing a delay. Consequently, our 7:10 pm departure turned into a wait on the tarmac until 9:10 pm without any provisions. The pilot provided intermittent updates, but I believe American Airlines could have done more to ensure our comfort during this extended delay. The lack of food and drinks on the delayed flight was disappointing. After the baggage issue was resolved, we also faced a further delay for de-icing. Overall, while I appreciate AA's service, I believe they should pay closer attention to customer satisfaction in such situations. I am seeking compensation for the considerable time lost. Thank you, Passenger on Flight [redacted] from Philadelphia to Atlanta, with Record Number: KSQATI

My son's flight from Green Bay to Chicago to Dallas to Sacramento on February 20th turned into a nightmare. The first flight was canceled at 8 a.m. for a 4 p.m. flight, so we had to drive him to Chicago. Unfortunately, that flight was delayed due to mechanical problems, causing him to miss his connecting flight. While the airline provided him with a hotel, they wouldn't give back his checked bag, which contained his fishing gear for an ice fishing trip. As a result, the cooler will be full of thawed fish by tomorrow, ruining our $[redacted] fishing trip. We usually get our bags back during delays, so this situation is quite frustrating. We have tickets for next month with the same airline, but we are reconsidering our choice right now.

On 3/1/19, I had an unusual experience at the DFW terminal that I believe American Airlines should know about. Upon arriving at 10 am, I found the women's restroom near terminal 26 with 4 stalls. It appeared that only 1 or 2 stalls were in use as others were occupied, flushing but never becoming available. Returning 45 minutes later, only 1 stall was free, while the other 3 remained in use for an extended period with constant flushing and no one exiting. Eventually, I realized the occupants were airport employees with green tags. One lady notably engaged in a prolonged phone conversation inside the restroom. Although they might have been on break, this situation inconvenienced passengers who had to wait. I felt it was important to bring this to your attention. -Cynthia K.

Buenos días, me comunico con ustedes porque lo que me ocurrió no me parece nada justo. Llamé para hacer tres reservaciones y me confirmaron claramente que recibiría un reembolso completo si cancelaba antes de 24 horas. Cancelé en 10 minutos y me aseguraron que recibiría todo el dinero. Nunca me informaron que perdería los $[redacted] si hacía la reserva por teléfono. Hablé con varios representantes que me dijeron que solo tenía que esperar a que el dinero se reembolsara. Hoy otro representante me dice que perderé ese dinero por haber reservado por teléfono, lo cual me parece un robo ya que no me lo habían mencionado y cancelé rápidamente. Incluso intenté la cancelación por teléfono antes sin éxito, pero me cobraron los $[redacted] de todas formas. Agradecería una pronta respuesta.¡Gracias!

I encountered a problem during my trip to Texas for a club event with a friend. Upon arrival, one of our bags was missing, leading to a frustrating two-hour ordeal at the baggage claim with a staff member who struggled due to language barriers and lack of training. This delay caused us to miss our transportation and spend more time finding an alternative late at night. As we were close to the hotel, we received a call that the missing suitcase had been located, but there were difficulties in providing the correct address for delivery. Despite assurances, crucial items like my CPAP machine and medication were not promptly delivered. After multiple unhelpful responses, I managed to reach a caring staff member who discovered the bag was still at the airport due to misinformation earlier. After three days of inconvenience and without necessary belongings, I resorted to taking a taxi to retrieve the bag myself, leading to a decision to cut my trip short due to the ongoing issues.

I have reached out to American Airlines regarding a refund, but I have not received a response. On February 21, I needed to travel from CLT to JFK to catch a flight to Sweden the next morning with Norwegian. Unfortunately, my original flight was delayed and eventually canceled due to maintenance issues. American Airlines then rebooked me on a different flight connecting through CAK to LGA, which was also canceled due to maintenance. With no options left, I purchased a Delta ticket to JFK in time for my flight to Europe. I am seeking a refund from American Airlines for the disruptions caused by their flight cancellations. My original ticket number was [redacted][redacted] for AA flight [redacted] from CLT to JFK, and the reassigned ticket number was [redacted][redacted] for the connecting flight. I can be contacted at [redacted] if needed. Thank you.

On my return journey from Dallas/Ft.Worth to Richmond, VA, I had prepaid $30.00 for checking in one bag. However, upon arrival at the airport, the counter employee insisted on another $30.00 payment, claiming that American Airlines does not accept prepayments. Despite my explanation, he rudely demanded the payment, even suggesting I carry my bag all the way to the boarding gate to be checked in, which was difficult for me as a disabled veteran. I seek reimbursement for the extra charge as I cannot afford to pay $60.00 for a checked bag. The lack of empathy and professionalism from the customer service agent, especially towards a veteran, was disappointing and caused unnecessary distress in a crowded DFW airport.

I am awaiting my compensation for Flight AA735, which was canceled from Manchester on February 15th. My AA reference is 1-[redacted]6. I have responded to the emails sent and attached the necessary forms requested on March 1st by customer services. However, I have only received automated replies since then despite sending multiple follow-up emails. Could you confirm if my details have been received and provide an update on when I can expect the payment? I have been informed by Viking Cruises that other passengers from the same flight have already received €[redacted] each. Thank you.

I am experiencing issues with locator code AKUAGW. I had to book an Economy flight for work to stay within a $[redacted] plane fee limit, but due to Spring Break, I cannot rent a car to drive to Destin airport as intended. I am hoping for assistance from AA to modify my departure to Tallahassee to San Destin, FL. I also purchased a return ticket AVQTGQ to come back to Tallahassee earlier than planned. My name is Ida T., and I am seeking some flexibility in this situation. I am prepared to pay necessary fees for any changes. Your help is greatly appreciated. Thank you. - Ida

Dear Customer Service, I am contacting you regarding my missing luggage. Travel Details: - Record Locator: FDKDFX - Bag Tag: [redacted] - File Number: CUNAA[redacted]1 I was scheduled for first class flight [redacted] from Austin to Dallas, followed by business class flight [redacted] from Dallas to Cancun, with an intended arrival in Cancun at 11:45 am yesterday. However, I ended up on economy flights with a 4-hour delay. Despite a 4-hour layover in Dallas, my luggage did not make it onto the flight to Cancun. My luggage contains essential allergy medication. It is expected to be delivered to: Villas HM Paraiso del Mar Plutarco Calle MX-[redacted] Holbox I look forward to receiving my luggage promptly and appreciate a refund for the inconvenience. Thank you, Justus H. Phone: [redacted] [redacted] [redacted] [redacted] 88

I had an unpleasant encounter with an American Airlines representative who provided me with inaccurate information regarding my husband's ticket due to a family emergency. The representative informed me that additional fees and ticket upgrades would be necessary, which was disheartening given our circumstances. Dealing with the situation was time-consuming, and the treatment we received was disappointing. I feel that American Airlines has changed for the worse and I am hesitant to book with them again. The lack of consideration for economy passengers and the overall experience has left me unsatisfied. My children will be flying with American Airlines soon, and I am concerned about additional charges for baggage. This experience has been distressing, and unless American Airlines addresses my concerns and offers a resolution, I will not be choosing them in the future, and I will share my experience with others.

I had a disappointing experience with AA booking service, particularly with the relationship representative, Denise Rich. My hold for the AUS/NRT flight on 3/27 returning 4/12 with 65,[redacted] miles got canceled prematurely because I accidentally purchased a non-refundable ticket for another route. When I called on 2/25 to rectify the mistake, I wasn't informed about the need to cancel the non-refundable ticket. This error caused my desired flight hold to be canceled. Even though I tried to rebook the NRT/AUS flight, the miles required had increased to [redacted],[redacted]. Denise's demeanor during the call was unprofessional and rude, showing no empathy for my situation. I am frustrated with American Airlines for allowing the system to cancel my hold without proper communication and for the subpar service I received from Denise.

I am following up about my recent travel experience. We were booked on a flight from Louisville (SDF) to Dallas (DFW) on 3/14/[redacted] which was canceled due to a maintenance issue. Despite efforts to find an alternative, all flights were fully booked, and we had to take a cab to another airport for a later flight. As AAdvantage members, we value the service provided by American Airlines but found this experience to be inconvenient and stressful. I am reaching out to request some form of compensation or vouchers for a future trip to alleviate the challenges we faced during this journey. Thank you for your understanding and assistance in this matter. Sincerely, J Scott Turney and Linda S Turney.

As a military family, my husband, a 32-year active-duty veteran who is now [redacted]% permanently disabled, and I had a positive experience on American Airlines' Flight [redacted] from DFW to San Diego on March 8th. We were not charged for our bags, and the staff was kind and courteous when we presented our military IDs. However, on our return flight [redacted] from LAX to DFW, we encountered a less pleasant experience. The initial ticket agent directed us to the counter, where a Hispanic agent was rude about our baggage situation. A Middle Eastern agent then told us harshly that we were no longer considered military and charged us $[redacted].00 for our two large suitcases. This charge was unexpected and unfair to our family of six, especially considering our previous experiences and military status. We are requesting a refund for the luggage charge and hope for better treatment in the future.

To American Airlines, I am 73 years old, indigent, and still traveling. I need assistance obtaining proof from the manifest of an American Airlines flight from several years ago. The flight was from MSP to SEA, arriving after midnight. I believe this information is crucial for my claim against the airline(s) that misrouted me from CDG to MSP instead of Detroit, as they wrongly believe. During the journey, I was given an e-ticket by message from CDG to MSP and boarded an AA flight to SEA but was not provided with an e-ticket number. I am confident that once I can provide the details of my MSP to SEA trip, it will help resolve this issue promptly. I am an internationally recognized photographer who, despite using a wheelchair at airports, walked extensively on the streets that day. I always used a wheelchair when traveling by air due to the weight of my camera equipment, which I cannot check-in for security reasons. My name is John Crosley, and you can reach me at [redacted] when you are ready to assist me further. Thank you for your anticipated help. John

I recently received a revised itinerary from American Airlines for our trip from Denver to San Antonio. The new schedule departs from Denver at 10:29 AM with a layover in Chicago, significantly delaying our arrival until 5:56 PM in San Antonio. This change has derailed our plans for the afternoon, leaving our entire day wasted on travel. We initially had limited vacation time, and this alteration impacts our trip significantly. Is it possible to reroute our destination to Austin instead of San Antonio so we can connect through DFW and arrive earlier? Our final destination lies between Austin and San Antonio, so the airport switch is convenient for us. We seek to avoid spending hours at ORD and make the most of our trip. Our booking details are KWNHIZ for Lambert and KXQRDD for Horrall, scheduled for March 22.

My name is Joel Lancaster, and I am an American Airlines platinum customer with frequent flyer number XYJ0124. I encountered an issue on flight American Airlines #[redacted] on March 20, [redacted], departing from LaGuardia and arriving at Dallas Fort Worth. After a significant delay, I missed a crucial moment with my daughter who was being deployed. I spoke with the captain regarding the issue caused by the gate ground crew at LaGuardia. I am requesting compensation in the form of a complimentary upgrade to First Class for my wife and myself on our upcoming round trip flights from CVG on July 9th and returning on July 16th with reservation confirmation number XEHAAH. The delay was due to a prolonged passenger count verification process on the runway. The situation caused frustration among passengers and significant inconveniences. I would appreciate your prompt attention to this matter. Please contact me at [redacted] or [redacted] for further details. I await your response. Sincerely, JL

We are currently stranded in Manaus due to multiple flight delays. Initially scheduled for an 11:55 pm departure to Miami, the delayed departure times have changed several times, extending the wait to 13 hours. With connecting flights in the U.S., we urgently need to confirm the new departure time from Manaus to Miami. It's been requested that we check our luggage one hour before the original flight time, now meaning we would need to check luggage at 10 pm in Manaus and endure a 13-hour wait at the airport until 1:30 pm. This seems like a mistake. We seek clarification on the actual departure time from Manaus to Miami and any airport regulations applicable if we check out before the rescheduled flight.

Referring to Confirmation Code # ISGUQG. My two children and I planned to visit my mother, their grandmother, who is 92 years old. It has been two years since they last saw her. American Airlines canceled our original flight departing from PDX on Saturday, March 23, to fly directly to ORD. They rescheduled us for a flight this morning going through Dallas, with a connection to ORD by 3pm. However, this morning's flight got delayed, and AA proposed two later flights to arrive at midnight, which would defeat the purpose of our visit. We are frustrated by the changes and saddened that our visit may be compromised. We are seeking a refund for this disrupted flight or preferably 3 round trip tickets between PDX and ORD. We believe this would be a fair resolution considering AA's commitment to providing a special flight experience. Thank you for your attention.

Hello, I'm Lauren, traveling with two companions. Our flight from ORD to DFW with a connecting flight one hour later from DFW to PVR on 3/24 faced delays due to a medical emergency. We were rebooked for a direct flight from DFW to PVR on 3/25 at 8:51 am. Unfortunately, we are currently experiencing another delay at the airport, disrupting our travel plans. We are disappointed to miss out on a full day of our vacation in PVR. I noticed a direct flight on Saturday, 3/30 from PVR to ORD; if feasible, we would appreciate being switched to this flight. Alternatively, we would be grateful for any reimbursement for the lost vacation time and expenses incurred. Thank you for your assistance.