American Airlines Customer Service Issues

On March 16, my children and I were scheduled on flight AA [redacted]. While driving to the airport, I received a text from AA at 9:26am informing me that the flight was canceled. The only alternative provided was a return flight on Tuesday, three days later. This was not feasible for us as I had work obligations, the kids had school, and extending our stay was costly. So, I rented a car and drove to PHX for the connecting flight. I am requesting a refund for the canceled flight and reimbursement of $[redacted].11 for the expenses incurred to reach PHX due to AA's failure to operate the scheduled flight.

I encountered an issue with my flight from South Bend to Charleston on March 9th, Flight [redacted], which was scheduled to depart at 9:45 am. Unfortunately, there was a mechanical problem resulting in a significant delay. After a lengthy wait, the only available option was a flight to Charlotte, leaving me no other choice but to drive to Charleston to pick up someone. I would appreciate some form of compensation for the inconvenience of having to arrange alternate transportation from Charlotte to Charleston. I also want to highlight that the flight we eventually boarded departed much later than the original planned arrival time in Charleston. Thank you for your attention to this matter. - D. Yost, B. Waggoner, A. M. Schoff

I was a passenger on Flight AA #[redacted], departing from Port of Spain, Trinidad on March 11, [redacted], heading to Miami, and then continuing on to New York JFK Flight #[redacted], scheduled to arrive in New York at 9:31 pm the same day. The flight remained on the runway for nearly 2 hours without any communication from the crew, causing many passengers to feel anxious as they had connecting flights to catch. As a heart patient, missing my connecting flight meant having to spend the night in Miami and consequently missing my crucial doctor's appointment scheduled for 8 am on March 12, [redacted]. This unexpected delay also resulted in me running out of medication, with supplies only lasting until the day of my return journey on March 11, [redacted].

I want to share my positive experience with your agent (Barbara) today regarding flight confirmation code FJAWKY. After the call, a survey popped up. I mistakenly pressed "1" thinking it meant YES - I WOULD hire that person. However, I later realized with another company "1" meant NO, while 5 meant YES on their survey. I'm concerned I may have given the helpful lady who assisted me a low score by mistake. I truly value her help and want to ensure she receives the commendation she deserves. Her name is Barbara, and the call was approximately 30 minutes ago. It is currently 4:00 PM Central Time on 3/28/19. Please acknowledge her outstanding service and provide kudos instead of a negative score. I feel compelled to reach out to rectify this and show my gratitude for her excellent assistance. Thank you. - Matt Schulz

I am inquiring about a delayed bag that was last scanned in Fort Lauderdale. The bag originally flew on a United flight from San Francisco to Houston and then to Fort Lauderdale on an American Airlines flight. The bag, a black medium-sized roller bag with 4 wheels manufactured by Swiss Gear, belongs to my daughter, Brenley B., who missed her United connection in Houston due to a delayed flight. The AA File Number is BCCAA[redacted]1. I was able to track the bag up until its transfer to American Airlines in Fort Lauderdale but have since been unable to get updated information using your electronic systems. I am seeking a competent person who can assist me in tracking the bag and provide me with a delivery estimate for today. Thank you. Martin B., M.D.

I am traveling with my son, connecting on domestic American Airlines flight from Gulfport to Texas, then an international flight to Incheon, South Korea and finally to the Philippines on Korean Air on June 2, [redacted]. My concerns are: 1. How many checked bags are allowed per person for free? We plan to bring 4 luggage pieces, one being 62 inches in overall dimensions and the other 3 smaller ones. 2. Are there any charges for checked bags on the domestic flight from Gulfport to Dallas, Texas? 3. Are there any fees for checked bags on the international flight from Dallas, Texas to Incheon, South Korea? 4. Will my luggage be checked all the way through from Gulfport, MS to my final destination in Cebu, Philippines? When returning, will I just need to claim my bags upon arrival? I booked this online and want to ensure American Airlines coordinates with Korean Air and Philippine Airlines for my checked bags.

I had a terrible experience with American Airlines that was poorly managed and handled in a "don't care" attitude towards passengers. I had to endure a two-hour taxi ride to Palm Springs only to find out there was no flight for me, followed by another taxi ride back. Then, being stuck for 16 hours at Phoenix Airport due to the airline needing to find a plane, a pilot, and a crew. This caused me to miss a day of my conference that I will now have to make up at an additional cost for tickets and hotel charges. I would like to file an official complaint. Can you please provide me with the necessary information on where to send a detailed complaint?

Upon arrival on AA1260 from San Francisco, delayed 40 minutes due to weather, we experienced a delay in retrieving my stroller from American Airlines, causing us to miss our connecting flight to Miami that closed boarding at 8:31pm. Despite my request, the gate worker declined to inform our next flight, resulting in us being rescheduled for a non-stop flight at 5am without compensation for a hotel stay. Missing work and meetings due to this inability to expedite the stroller pick-up process was frustrating, especially when the airline did not acknowledge fault or show any customer courtesy by waiting a mere minute and a half for us to board. The lack of accountability on American Airlines' part is disappointing, leaving us inconvenienced and without recourse.

We recently flew with American Airlines for our wedding, using flight confirmation #ENJGBW. To make our trip special, we decided to upgrade to first class. However, the experience fell short of our expectations. Out of four flights, three had no TVs or meals, offering only extra legroom and a few drinks. We were also surprised to find out that access to the American Airlines lounge was not included. On a return flight to LAX, boarding was chaotic, with a group of over 50 cheerleaders boarding ahead of us without a clear explanation. The staff's response to our concerns was dismissive and unprofessional. Our upcoming honeymoon flight with American Airlines from LAX to Sydney on 4/17, flight #AA073, confirmation #MFHSYB, has us hoping for a better experience. We kindly request an upgrade to first class to truly enjoy the premium service we anticipated. Thank you for your assistance. Denielle V. & Jacob I.

A few weeks ago, one of my flights got canceled due to a double booking mistake. This happened because sadly my mother-in-law passed away, causing some confusion with my original flight. The trip involved stops from Boston to Toronto to Costa Rica with Air Canada, and then returning from Costa Rica to Dallas to Boston on AA. Regrettably, I accidentally booked the Dallas to Boston leg for Dallas to Chicago to attend a memorial service on Friday, the 19th. After the cancellation, I contacted AA, and the agent helped reinstate the international portion of my trip. She advised me on the refund process for the Dallas to Boston leg due to the circumstances. Today, I noticed my Dallas to Chicago flight was also canceled when checking my booking online. I'm unsure why this happened and why I wasn’t rebooked on another Chicago flight. I appreciate the assistance from the AA agent, and I hope to resolve this issue soon. My AA number is L89Y166, and I am Joanne Cudkowicz.

Hello, I am a long-time traveler with American Airlines, often utilizing my stepfather's buddy passes alongside paid tickets. Recently, at terminal A10 in DFW, I encountered an issue with a ticketing agent. Despite being informed that there were no first class upgrades available on my flight (AA1488 to Tulsa at 4:45 pm), I observed empty first-class seats during boarding. Additionally, two passengers next to me were upgraded after I had inquired about upgrading for my son and myself. Though disappointed with this experience, I am seeking a resolution, such as a future upgrade for an upcoming flight on June 1st. I am hopeful for better customer service moving forward. Sincerely, Amber B. Email: [redacted]

I am heading to Hawaii to play golf and was reviewing your online baggage policy. According to the policy, golf clubs are subject to fees equivalent to the 1st or 2nd baggage fee of the destination. Each passenger can bring 1 golf bag with up to 14 golf clubs, 12 golf balls, and 1 pair of golf shoes. Any additional items in the golf bag may incur oversize and overweight charges. To clarify further, I called the [redacted] number to inquire if I could include golf shorts, socks, shirts, belts, caps, and tees in the golf bag while staying within the maximum weight limit of 23 kg. The representative I spoke with was unhelpful and insisted that items like socks and tees would be considered extras beyond the approved list. I appreciate your assistance in providing a clearer answer to my query. Thank you.

Subject: Issues with Recent American Airlines Travel Dear American Airlines, I wanted to share my recent travel experience with you on April 5th – April 8th, [redacted], on Flight AA 65 from Dallas to Boston. The trip started well from Boston to Oklahoma City, but coming back was a different story. Our flight was delayed multiple times with eventual cancellation, leading us to stay overnight at the Dallas airport with minimal updates. We were repeatedly assured that a new crew was on the way, but were eventually informed that only one pilot was available, causing a significant delay until the flight was officially called off. The rebooking process was challenging and involved long waits at customer service, leading us to pay for a last-minute hotel and incurring additional expenses. Given these difficulties, I am requesting compensation for the financial loss and the lack of clear communication. I hope this feedback will be taken into consideration for future improvements. Please respond within 7 days. Kind regards, Catherine Caron

Hospitalization and rehabilitation arrangements were made for Lenford Williams and Georgia Macomber for May 1, [redacted], under Locator AYBRRG. The doctor suggested that a caregiver accompany Mr. Williams and Georgia to their summer home in Colorado Springs for safety. If there is a form to reschedule the trip to May 15, kindly send it to the provided email address at your earliest convenience. Once the forms are received, a reservation will be made for the caregiver to travel on the same flight, returning to San Antonio either late on May 16 or early on May 17, [redacted]. Normal seating is sufficient, close to assist with flight changes, wheelchairs, etc. These adjustments are necessary due to the unforeseen medical emergency. Mr. Williams was hospitalized for influenza and severe bronchitis starting March 7, [redacted], and later moved to rehab before returning home on March 29, [redacted]. With his health conditions being Type I diabetic, dementia, and at 91 years old, and Georgia at 92, they both require assistance during travel. Your prompt assistance is greatly appreciated to avoid any additional costs. Thank you, Georgia Macomber.

I want to report an incident with a gate employee at Gate B6, Philadelphia International Airport on April 11, [redacted], for flight [redacted] to Chicago O’Hare at 1:30 pm. The employee, Nicole, was very unhelpful and mean. The flight was full, and many passengers volunteered to check their carry-ons. However, Nicole only allowed a few passengers to bring their regulation-size carry-ons onboard. My husband and I usually have no issues with our carry-ons, but Nicole was extremely unpleasant and refused to let us bring them onboard. Many passengers were complaining about her behavior. It was a humiliating experience, and we feel disappointed with American Airlines. I hope that Nicole receives appropriate training on how to treat passengers in the future. We had seats 6A and 6B, and the record locator for my booking is MLWHBV. This experience has left us not wanting to fly with American Airlines again.

I purchased a round-trip ticket due to the passing of my grandmother, but I have some mental health concerns that made me uncertain about traveling. I saw an offer to pay an extra $36 for the ability to cancel the $[redacted] ticket without losing the money. After discussing it with my mom, I decided not to go, but when I asked for a refund, I was informed that I had to cancel before being eligible for a refund. I followed their instructions and canceled, but now they are saying I cannot get my money back. I am on disability and have a medical appointment on the same day. I paid the extra fee to have the option to cancel, and now I'm unsure what to do. Thank you for any assistance.

Dear Customer Service, I am writing to express my extreme disappointment with my recent flight experience that ended up being canceled. On April 8, my son and I were traveling from Vietnam to Sacramento, with the final leg of our journey from LAX to SMF being particularly problematic. Flight #[redacted] was delayed four times, canceled, reinstated, and then ultimately canceled again. The lack of communication from the customer service staff added to our frustration, as we were left uninformed until the flight cancellation was displayed on the board. This caused significant inconvenience as we could have made alternative arrangements earlier. After a 25-hour journey to that point, the unprofessional handling of the situation only added to our exhaustion. Despite eventually being rebooked on a United Airlines flight, there were issues with the purchased seats not being funded promptly, almost causing us to miss our rescheduled flight. Two other passengers received compensation vouchers, and I kindly request that similar compensation be extended to myself and my son for the inconvenience caused. Sincerely, V. and A. Austin Ticket Numbers: [redacted]82 (V. Austin), [redacted][redacted] (A. Austin)

Dear Sir/Madam, I am reaching out to seek your help with a refund issue that I am experiencing. During my recent trip from Philadelphia to Montreal on March 22, I encountered a problem when two of my suitcases did not arrive with me at the airport as expected. Despite assurances that they would be delivered the following day at noon, only one suitcase made its way to Montreal, while the other remained in Philadelphia. These suitcases held important work equipment and clothing. After speaking with an American Airlines representative on March 23, I was advised to visit prefunds.aa.com to request a refund for the $[redacted] I paid for the two suitcases. Despite my efforts, I have not been able to locate the baggage refund option on the website after being redirected there multiple times by American Airlines customer service representatives. My ticket number is [redacted][redacted], and my last name is Dougherty. I have the receipts for the suitcases to support my claim. I appreciate your attention to this matter and any assistance you can provide. Thank you, Monique Dougherty

My husband and I were on Flight [redacted] from Charlotte to Madison today, April 14th. Our flight was diverted to Madison. We deplaned and were not informed for over 3 hours. No one provided any updates. Finally, we were directed to baggage claim 1 for our luggage, but after waiting another hour, it was not there, prompting us to join another line. We felt stranded with no assistance in arranging transportation to Milwaukee. There were no one-way rentals, and Uber prices were inflated. We arrived in Milwaukee at 8:30 pm instead of the scheduled 1:30 pm. The lack of communication and support from American Airlines staff was frustrating. It was fortunate I wasn't traveling alone. Despite other flights operating, we faced delays and chaos. Customer service seemed lacking. It was disappointing to end our vacation with a $[redacted] Uber fare and getting home at 10:00 instead of 2:30.

My husband, who spoke on my behalf (as it's difficult for me to discuss this matter), contacted regarding our first-class upgrade for the flight from Rapid City SD to PBI on April 20th. We have been caregiving for my mother with Alzheimer’s at home for eight years. However, her health has suddenly worsened, and she is now being considered for hospice care. Unfortunately, one of your representatives informed my husband that we could not receive a refund of $2,[redacted].64 unless my mother was in the hospital and we provided specific documentation. As medical professionals who understand the situation, it's distressing to face such inflexible policies. We are requesting a full refund given the urgent circumstances surrounding my mother's critical condition.