American Airlines Customer Service Issues

While attempting to check-in at the kiosk at RDU on March 31, [redacted], for my flight to St. Thomas (AA [redacted] at 7:15 am), I accidentally selected early check-in instead of a boarding pass, resulting in a $25 charge to my card. I promptly summoned a representative for assistance and was advised to visit the clerk at the main check-in counter to have the charge reversed. Upon speaking with the clerk, I was informed that the charge could not be reversed, but was assured that I would not be charged if I did not board early. To my surprise, I have now received my bill and the charge has not been removed as promised.

I made flight arrangements for my parents' 30th wedding anniversary trip to Italy. They were supposed to fly from Charlotte to Rome, but upon arriving in Charlotte, they were informed of a delay and later a cancellation of their flight. Consequently, they were rebooked for the following day, causing them to miss their special celebration in Italy. I am deeply disappointed by the lack of communication and service from American Airlines. Not only did this oversight disrupt their anniversary plans, but it also stranded them in Charlotte overnight. This inconvenience could have been prevented with better communication before their initial flight. As a loyal American Airlines customer, I expect better treatment and service for such a significant occasion.

This policy of discrimination against individuals without status or those who did not use an American-branded credit card appears to be a common occurrence. The average consumer is left with no options but to endure long wait times (30+ minutes) on the phone for resolution. My current issue revolves around repeated rejections when attempting to select a seat through the app, website (full version), or mobile site. It seems that unless one holds top-tier status, customers face penalties such as being unable to purchase upgrades or change seats. I am deeply frustrated by this evident inequality, which leads me to consider not booking with AA and discouraging others from using your services. I would appreciate the opportunity to discuss these concerns further, as I believe this policy could be modified to satisfy customers and earn their future recommendations. You can reach me at the provided email or [redacted] to address this matter. Thank you.

I am currently in Miami, FL after attending a corporate conference in San Juan, Puerto Rico. I arrived at MIA around 1:15PM from San Juan, expecting to catch my 2:55PM flight back home to LAX. Unfortunately, I was informed that the flight was overbooked and I couldn't board. I was put on standby for the next LAX flight at 3:30PM. The gate agent at D15 on 5/11 was incredibly impolite and unprofessional. Despite explaining my situation, he dismissively instructed me to wait until the standby list was called. I ultimately couldn't get on the 3:30PM flight due to a mix-up with my standby priority. After encountering more issues, I managed to update my status with another agent who, although somewhat brusque, helped me. American Airlines' overall service in MIA was unsatisfactory and disorganized. The staff members were unpleasant and mainly communicated in Spanish, making it difficult for me to understand. I am discontent with this entire ordeal, and I would appreciate prompt attention to address my concerns. I'm eager to return to my family, especially since my mother is currently battling stage 3 breast cancer.

Subject: Concerns about Recent Flight Disruptions Hello, I wanted to share my recent travel experience with you. On my way from Perth to Sydney on May 3rd, my flight, QF0574, faced a mechanical emergency at takeoff, leading to a 3.5-hour delay sitting on the tarmac. Consequently, I missed my connection, QF0007 to Dallas Fort Worth (DFW), and then onward to Columbus (CMH). The assistance I received at DFW in rebooking only led to a 6.5-hour layover, which did not prioritize international connections as I had hoped. Despite providing 20 hours' notice, I felt my concerns were not adequately addressed, especially considering my initial itinerary changes made due to American Airlines' schedule adjustments. I am now worried about how my connection deficits were managed and have similar concerns about my return trip to Australia, departing from Columbus on Friday, June 7th. Your prompt attention to these matters would be greatly appreciated. Thank you.

I am frustrated with constantly missing flights due to delays that the American Airlines representatives at DFW always claim are not the airline's fault. During my flight to Joplin, our plane from Cozumel spent 40 minutes on the tarmac, we had to change gates, had an agent redirect the gate to the plane, and subsequently missed our flight. When I spoke with Sean from Envoy and Saed from customer service, they were unhelpful. Now, we face a 12+ hour wait for our next flight, causing me to miss work. I requested a hotel room for my family, but Sean from Envoy was indifferent, and Saed was only focused on rebooking the flight. I am determined to escalate this matter until either the travel agent or American Airlines takes responsibility for the situation.

My family and I had flights to Fairbanks, Alaska. Our initial flight from Baton Rouge was canceled due to weather, which we understood. We were then rebooked for the next day via New Orleans, Philadelphia, and Seattle before reaching our final destination. Unfortunately, our flight from New Orleans was delayed for an unknown reason. In Philadelphia, there was another delay because an aircraft was not available. Upon arriving in Seattle at midnight, we were told we missed our connecting flight and would have to wait an additional day to reach Fairbanks. Despite these multiple inconveniences, we were not provided any assistance. This situation caused us to miss the graduation we were attending and left us stranded in the airport. My mother, who has double knee replacements, was forced to try and sleep in a chair. With tickets totaling over $4,[redacted], this experience has been a nightmare. We are incredibly disappointed with American Airlines and have decided we will never fly with them again. Our vacation has been ruined, and I have lost three days of paid time off. Thank you, American Airlines.

My flight to Phoenix on the 29th on American Airlines was delayed, causing me to miss my flight to Puerto Vallarta. American Airlines arranged for me to stay at the DoubleTree for the night and gave me a $12.00 credit for lunch at the hotel. However, the hotel charged my credit card $25.00 upfront for potential service use, even though I only spent more than the credit amount on lunch and left a cash tip. The breakfast was supposed to be complimentary with the room, but I was still charged the fee. They did not remove the charge upon checkout, and it seems this fee is standard for all guests in this situation. I have initiated a dispute with my credit card company regarding this charge.

I am traveling from Moscow to Helsinki on Finnair flight AY0712 with booking reference RN796K, then continuing to Chicago on Finnair flight AY0009 with the same booking reference. Finally, I will fly to New Orleans on AA flight AA1103 with booking reference VTTWMW on 05/18 for my return journey. I have inquired about extra luggage fees for the AA leg of my trip from Chicago to New Orleans. While I was able to obtain information for the Finnair flights, Finnair was unable to provide details regarding AA's luggage fees. As both airlines are part of the OneWorld alliance, I expected seamless information about fees and cross-booking. However, this was not the case. I am unsure if I need to pay additional fees for an extra piece of luggage for the AA flight and if prepayment through Finnair covers this cost for the AA leg. It would be helpful to know the fee amount and if I can pay in advance through AA's website. Any assistance would be appreciated.

Shortly before departing for our honeymoon in Bonaire, my wife and I faced significant travel complications. Initially informed of the cancellation of our St. Louis to Miami flight via text, we were offered alternative routes that did not reach our intended destination. Contacting AA customer service, I encountered a lengthy wait time and unhelpful representatives. Desiring detailed explanations for the cancellation, the provided options were unsatisfactory, delaying our arrival by two days. Despite inquiring about hotel compensation, I was met with resistance. Only after speaking with a sympathetic supervisor did I receive advice on potential reimbursement. Subsequently, we learned from airport staff that the cancellation was due to a staffing issue, contradicting previous explanations. Although a gate agent mentioned possible reimbursement, no assistance was provided. Ultimately, despite resolving the immediate flight issue, pursuing reimbursement led to the issuance of travel vouchers instead. Displeased with the outcome and lack of consistent information, I seek a reimbursement of approximately $[redacted] for the unexpected hotel stay and associated costs.

Subject: Assistance Needed for Boss's Travel Record Issue Hello, I am writing to bring to your attention an urgent matter concerning my boss, Andrew Clark, an AAdvantage member with number J8938E0. His date of birth is August 19, [redacted], and his passport number is [redacted]44. Andrew is currently in London. Andrew recently received a message from the US Customs & Border Protection regarding a discrepancy in his travel records. It appears that his departure from DFW on March 12th on AA50 to London was not properly registered, causing concern that he may be perceived as overstaying his allowed three-month stay under the ESTA Visa Waiver program. This oversight is puzzling as his arrival at DFW on February 24th on AA51 from London was recorded correctly. When attempting to verify the data, the system indicates "No record found," adding to the confusion. Could your team kindly investigate and rectify this issue promptly to ensure Andrew's compliance with the regulations? Your prompt attention would be greatly appreciated. Thank you for your prompt assistance. Best regards, Rene Rooney

Good Morning, I am requesting a refund for itinerary #[redacted][redacted] due to unforeseen circumstances. My high school son had to cancel a college recruiting trip to Western Oregon University last minute. His teachers were informed late that he would miss his final exam which is 70% of his grade. Unfortunately, changing our return flight to accommodate the exam was not allowed, leading to our cancellation. We believe we are unfairly being denied a refund as the reason was beyond our control. I kindly ask for a reconsideration of our refund request on compassionate grounds, given the circumstances. Your understanding in this matter is greatly appreciated. Thank you for your attention. Best, C.L. [redacted]

My sister had a flight from Jackson, Mississippi to Delhi, India at 7:15 pm on May 18, [redacted], due to a previous cancellation by the airline. She was then rescheduled for an evening flight, which was also canceled. This has caused a lot of stress for my sister and our family. It is disappointing that American Airlines did not promptly assist with a new schedule, especially considering she has a connecting flight to Australia the same day. The lack of support and guidance from the airline is unprofessional. Help should be provided immediately to passengers affected by flight cancellations, rather than making them wait on hold with customer service. My sister's international travel plans have been disrupted twice with no clear resolution in sight. Other airlines at the airport could have offered solutions like connecting flights to ensure she reached her destination. American Airlines needs to prioritize customer support in such situations to avoid inconvenience and missed important flights.

It is a pleasure for us to invite one of the largest multinational companies in the country to be part of the creation of our foundation, DECORATIVE RECYCLING. With knowledge of the great work for social projects focused on environmental care and social improvement, we kindly invite you to help us start this entrepreneurial project for the city of GIRARDOT CUNDINAMARCA. We aim to establish a foundation named DECORATIVE RECYCLING to raise awareness about environmental care through proper recycling by transforming glass, cardboard, wood, and rubber into reusable materials for indoor and outdoor spaces. The foundation's purpose is to enhance the quality of life of children, youth in their educational environment, single mothers, disabled individuals, and waste pickers as a source of job creation due to their vulnerable social condition. There is currently no foundation with these objectives in GIRARDOT. We require the support of large companies for its operation. Your valuable help for the development of this social entrepreneurship program is greatly appreciated. Thank you for your attention and collaboration. Best regards, LUZ MARINA ALDANA GARCÍA Legal Representative Cellphone [redacted]

I recently noticed a mistake on my ticket regarding the travel date. My record locator is BTYRHH. I am supposed to fly on Monday, June 24, while my husband, with record locator BAWUEW, is booked for Sunday, June 23, on the same flight. Due to my age (78) and need for assistance, I can't travel alone. There seems to have been an error in entering the date. The flight is from LA to Philadelphia with a continuation to Miami on Monday, July 1. I need to correct this issue. Your assistance in helping me with this matter is greatly appreciated. - Eileen S.

I am booking flights from Bangalore to Dallas with layovers in London and Chicago. I have two questions: 1. Will I need to recheck my baggage during the layovers? 2. As a student, am I allowed an extra 23kg baggage, totaling three 23kg checked bags? Will there be an extra charge for this luggage from Chicago to Dallas? Thank you for your assistance. I look forward to your reply. Flight Details: Bangalore (BLR) - Dallas (DFW) British Airways Flight [redacted] Departure: Monday, Jul 29 7:00a BLR (Bangalore Intl) - LHR (London Heathrow) 10h 45m Economy Connection in LHR British Airways Flight [redacted] 1:15p - 6:10p LHR (London Heathrow) - ORD (Chicago O'Hare Intl) 8h 55m Economy (Operated by American Airlines) Connection in ORD British Airways Flight [redacted] 3:15p - 10:55p

I am a long-time Advantage member, Joseph M., with Advantage number 0W2NB76. I have been a loyal member for over 40 years and am 83 years old. Recently, I experienced an issue with American Airlines due to a mechanical delay at Phoenix Sky Harbor Airport, causing us to miss our connecting flight. We were traveling on December 8th, [redacted] with my wife and service dog. Our original flight was scheduled for Tuesday, May 21, [redacted], from Phoenix to Philadelphia with a connecting flight to Watertown. However, I discovered the flight time had changed without notice on May 20th when trying to print our boarding passes. Despite claims of an email notification in April, we did not receive any communication. The delayed flight further complicated our travel as we only had a short window to catch the connecting flight, especially considering my wheelchair-bound status. We arrived at the gate 10 minutes prior to departure, yet the plane had already left early. Despite being informed of our situation, the staff did not hold the flight. We had to book last-minute accommodation at Minute Suites Terminal B, which was uncomfortable and lacked basic amenities, costing $[redacted].29. I am looking for guidance on how to seek reimbursement from American Airlines, as I couldn't find a suitable link on their website for this process.

I made telephone reservations for two flights using an AA $[redacted] voucher. I booked a round trip from LAX to OGG for Michael S. and a one-way for Carol S. from OGG to LAX in September. I followed the instructions to mail the voucher for confirmation. Today, when I inquired about ticketing, I was informed the voucher was VOID without explanation. I have a copy showing it was not void when I mailed it, as all voucher questions were addressed during booking. Despite an error, AA offers no telephone customer service assistance. I am seeking either the reactivation of the voucher or a replacement so my May 19th reservations can proceed.

While flying back from Hawaii, my husband and I received a call from American Airlines notifying us that one of us had to move from first class to coach due to an overbooked flight, despite booking our seats months in advance. This was the second time we were facing a downgrade, and my husband was upset by the news. Despite being promised a voucher as compensation, my husband insisted on keeping his first class seat but was met with resistance from the uncooperative agent. After voicing our complaints, we were only offered a voucher for future flights, which left us dissatisfied. As travelers in our late 60s on a dream trip, we are doubtful about using this airline again. We have requested a monetary refund, which unfortunately has been denied. We simply seek fair treatment in this situation.

I booked a trip to Cancun from 6/2/19-6/7/19 with flights [redacted] and [redacted]. Recently, I received a text notifying me that flight [redacted] at 12:55AM on 7/2 has been canceled. Another text suggested I take a flight on 7/4/19 instead. I have planned my itinerary for myself and my two sons, including airport pickup and tours in Cancun and Cozumel. After contacting customer service, there was confusion about my wait time. I spoke with Karen from Dallas, who informed me my reservation was changed to depart from Reno to Dallas on 6/4/19, which does not work for me. I was advised to handle my concerns with Customer Relations on AA.com. I simply want fair compensation for the inconvenience and losses incurred. This experience with customer service has left me disheartened. I expected a more timely resolution. I am eagerly awaiting a prompt response as we are actively preparing for this trip and cannot wait indefinitely based on your schedule.