American Airlines Customer Service Issues

Hello, my name is Clay Howarth. I'm an active duty military service member. I recently visited Georgia for the July 4th holiday and had a return flight booked with American Airlines from Greenville, SC to Monterey, CA. Unfortunately, my flight got cancelled less than 6 hours before departure on July 7. Despite speaking with a service representative and being offered the next available flight on July 9, I explained that I needed to return to my duty station on the 7th and couldn't wait. After a frustrating 2-hour phone call, I had to purchase a last-minute ticket with United Airlines at a significantly higher cost of $[redacted].20. The confirmation number for this booking is [redacted]. The service rep assured me I would be reimbursed if I booked through a partner airline like Delta or United, which is why I opted for the more expensive ticket.

I would like to file a complaint regarding my recent flight from Guadalajara, Mexico. I checked my luggage on July 18th at 2:00 p.m. for my flight from Guadalajara to Dallas and then onwards to London Heathrow. Upon arriving home and opening my luggage, I discovered that someone had tampered with it. Various items had been moved, including valuable silver gifts intended for my family in Spain. The stolen items included silver pieces worth $5,[redacted].00 and two rings valued at $[redacted].00 Mexican pesos. This incident has left me extremely upset and disappointed. I am questioning why and where my luggage was opened - was it in Mexico or Dallas? I understand it may not have been wise to pack such valuable items in my checked luggage, but I am still distressed by this violation of my belongings. I have all my flight details available for investigation. I truly hope the airline can look into this matter and provide some answers. Thank you for your attention to this issue.

I have attempted thrice to submit an online complaint without success regarding the theft of my formal clothes from my checked baggage on flight AS257 from Miami to Mexico City, departing at 18:50 on July 20, [redacted]. I am a government officer (Director, AIDS Control) sponsored by the World Health Organization (W.H.O) to present a paper at the International AIDS Conference in Mexico City from July 21-24. The stolen clothes were meant for various sessions at the conference. Despite informing your ground staff in Miami, the issue remains unresolved. The flight diversion and subsequent journey to Mexico City further complicated the situation. After multiple failed attempts, I am requesting immediate action to address this matter to prevent escalating it to consumer protection authorities. Thank you. Dr. Rajesh G.

I flew with American Airlines from Philadelphia to Miami on Wednesday, July 24th. Unfortunately, my checked bag did not make it to Miami with me. Upon contacting the American Customer Service desk, the representative seemed more concerned about the bag's contents than its description. Despite multiple attempts to describe the bag, I was consistently interrupted and told my information was not needed at that moment. Consequently, the details provided were inaccurate and unhelpful in locating my missing luggage. Over the course of four days and numerous calls to American's lost baggage department, I received conflicting information from different representatives. Despite assurances that my bag was located or that corrections were made to my claim, the bag remains unfound. I was misinformed about the status of my luggage multiple times, leaving me frustrated with the lack of progress. It appears that there is a disconnect between what I was told and the actual efforts to locate my bag, with no proactive search action being taken. Despite the consensus that the bag may still be in Philadelphia, the airline claims they lack the resources to physically search for it. The only suggestion given was for me to return to the Philadelphia Airport, which is impractical as I reside in Florida. The handling of this situation has been deeply disappointing, and I am at a loss for what steps to take next.

I am trying to understand how my wife was able to travel with our child on your flight without the required parental consent form. The booking code for the flight on June 3, [redacted], to Dallas and Frankfurt is DVNIJD. Our child, Sofia M Ruiz, holds dual citizenship of the USA and Germany. I have previously flown with her by presenting her US passport, but no one asked for a consent letter with both mine and my wife's signatures. I am in the process of pursuing international abduction charges and seek your assistance. I appreciate the prompt attention to this matter, as my daughter should not have been allowed to board the flight without proper authorization. Your team noticed my stepson's dual citizenship and arranged for a new passport and flight, so I am puzzled why the situation was missed with my daughter. I suspect they used their German passports, but it raises concerns that no issues were raised after my stepson's expired passport incident. Any assistance in resolving this matter promptly would be greatly valued. Phil Ruiz

I want to talk about a recent experience I had while traveling with my fiancé. We encountered significant delays that resulted in missing our connecting flight. Despite arriving on time to our gate, we were denied boarding while others were allowed onto the flight. The gate attendant only let in specific passengers, excluding us and a few other passengers of color. Despite explaining our situation and offering proof, we were dismissed and told to go to a different gate. This treatment was unfair and disrespectful, especially considering our military status. Additionally, the airline failed to provide clear communication and proper assistance in rebooking our flight. We spent over 12 hours in the airport with no resolution. The entire experience was incredibly disappointing and unacceptable.

My fiancé and I had a terrible experience with your airline. Our flight from MCO to DFW was delayed, causing us to miss our connection to SMF. When we arrived at Gate C14 in DFW for our rescheduled flight, we were not allowed to board despite others being let in. The gate agent's behavior seemed discriminatory, as they only allowed a white passenger to board while ignoring us and two other non-white passengers. The lack of assistance and rude attitude we encountered was unacceptable. We tried to explain our situation, even mentioning our military orders, but were rudely directed to another gate for rebooking. This treatment based on color is appalling and disappointing. The next day, we were placed on standby for a morning flight, only to be shuffled around without any clear information, ultimately spending 12 hours stranded at DFW without a confirmed flight.

Dear American Airlines, During our recent trip from Denmark to the USA with a layover in London, my family and I experienced an issue regarding the checked luggage on our return journey. Despite our tickets including one checked bag each way, we were unexpectedly charged $57 at Los Angeles Airport for the return leg to London. The explanation provided was that we had not purchased checked luggage for the London to Copenhagen segment. After contacting our travel agency, they directed me to British Airways, who confirmed that the luggage should have been included. I am now reaching out to American Airlines to seek assistance in resolving this matter. It is frustrating to have to pay extra for luggage that was supposed to be covered by our tickets. I appreciate your attention to this issue. Sincerely, Trang

I installed the American Airlines app to check in for our return flight from our honeymoon. I understand that check-in starts 24 hours before the flight, so I should have been able to check in 27 hours in advance since I had the app early. I went to select seats and found only 2 free seats available, at opposite ends of the plane, just like on our flight to Mexico. This seems odd to me as I was checking in over 24 hours early and couldn’t find any other seat choices. I searched online and saw someone else had the same problem. I feel this is unfair to customers, as I paid over $[redacted] to sit together on our flight to Mexico and don’t want to pay extra when this system is flawed and feels like a money grab.

I had a troublesome experience with my flight from Norfolk to Miami. While interacting with the ticket agent in Norfolk, VA, named Mr. Shahin, I was surprised to find that I had not been checked in properly at his counter but only my bags were checked and I was charged for a bag. After a 15-minute wait at the security checkpoint, it was revealed that I was only given a receipt and had to return downstairs to get a ticket, causing me to miss my flight. Then, being placed on standby for a later flight, I was initially allowed on the plane but then abruptly asked to disembark due to weight issues. The back and forth resulted in significant inconvenience, financial loss, and embarrassment for me and those around me.

Subject: Flight Change Request - Booking Ref: PXKFTX - New Flight Date Needed I recently received a message regarding potential industrial action at London's Heathrow Airport, where my flight BA1587 with booking reference PXKFTX is scheduled to depart. I would like to take advantage of the offered flexibility and request to change my flight to August 4th. Kindly confirm the change and send the updated flight details to my email at aibiks@ yahoo.co.uk for my records. Your prompt response would be greatly appreciated. Thank you for your assistance. Best regards, O.I.

Record locator IRHBGK. I am extremely displeased with the airport's customer service. Our flight was delayed until 10:30 am, and despite emailing us, I prefer text notifications for flight changes. I requested to check our luggage early but was denied. Upon returning at 8:55 am, we missed the cutoff, and our luggage couldn't make it on the flight. We were told only two seats were available on the next flight, leaving the others on standby. We decided to split up to ensure some of us made it to Cancun that day. Despite paying for first class, my husband was put in coach. The handling of the situation, lack of solutions, and misplaced bags were upsetting, especially for my young son who ended up in tears due to the split. I seek clarification on delay policies and early luggage check procedures. Thank you, Crystal O.

My flight was canceled, and I didn't receive a full refund for the upgrades I purchased. I boarded the flight [redacted] scheduled for a 5:19 a.m. trip to Charlotte connecting to Denver. Unfortunately, we had to deplane because of mechanical issues. American Airlines arranged another plane, but the delay meant I would miss my connection and had to cancel. I had upgraded my seats for $[redacted].12 and $61.58. I've only been refunded $20.16 so far, and I'm still waiting for the remaining refund.

Subject: Change in Flight Itinerary Needed To Whom It May Concern, I am writing regarding my upcoming flight with reference Record Locator QEJSIQ. I urgently need to modify my travel plans. I would like to request the removal of the MIA (FLL) to PHIL leg of my journey due to time constraints and runway construction causing significant delays. I previously attempted to update my reservation to book a separate flight to PHIL on AA but was informed it was not possible after a lengthy hold time. I am willing to purchase a first-class ticket for the MIA to PHIL route to ensure I make my connection to Berlin without issue. I implore you to consider waiving the restriction that is hindering this change. Missing my Berlin flight would result in additional costs and a day's delay in my travel plans. I believe this adjustment is beneficial for both parties involved. Kindly review and expedite a resolution as I am eager to finalize my travel arrangements promptly. I appreciate your attention to this matter. Thank you.

Hello, I bought tickets for my Europe trip in March and encountered issues getting seat assignments for the return leg with Iberia airlines. Despite speaking with a representative to secure my seats, I was advised to contact AA for a seat upgrade due to my claustrophobia. However, the [redacted] number provided does not work in France. I am worried about the IB6275 flight back to Chicago, which is a 9.5-hour journey. I appreciate any assistance as I recently paid $[redacted] for a non-refundable seat assignment. The AA record locator for my booking is OVDPRS. Thank you for your support.

1. My son is entering the United States on an F1 student visa. He has a connecting flight from Chennai to BWI with layovers in Hong Kong and Dallas. Should he go through immigration in Hong Kong and Dallas as well? 2. I was informed that my flight from Chennai to Hong Kong is on Cathay Pacific and from Hong Kong to BWI is on American Airlines. However, my ticket does not show details about Cathay Pacific. Can you please confirm if AA8946 is an American Airlines flight? 3. If the first leg is on Cathay Pacific, they only allow one hand luggage, but American Airlines allows one hand luggage and a laptop bag. Since most of his travel is on American Airlines, will he be permitted to bring his laptop bag separately? 4. Will the bags checked in at Chennai Airport be sent directly to BWI, or will we need to re-check them at each connecting airport? 5. In case of a flight delay, can you confirm the procedure he should follow?

Hello, I am Kibibi Monie. I purchased a round trip ticket on American Airlines from Seattle to Greensboro, North Carolina with a layover in Charlotte, North Carolina, reference #[redacted]2. During my layover, a wheelchair attendant took me to the wrong gate due to a gate change causing me to miss my flight. The service manager had to redirect me to the correct gate. As a disabled customer, I relied on the airline to assist me properly. The delay caused me to miss important meetings and training in Winston-Salem. I also encountered a similar issue on my return trip in Charlotte. I would appreciate compensation for the inconvenience. Thank you.

On 8/10/19, I, Kibibi Monie, purchased a round-trip ticket #[redacted]2 on American Airlines from Seattle to Greensboro, North Carolina, with a layover in Charlotte. Unfortunately, during my layover, I was taken to the wrong gate by a wheelchair attendant due to a gate change. The attendant was misinformed about the gate change and led me to the incorrect gate, causing me to miss my original flight to Greensboro. I was eventually directed to the right gate by a service manager after a considerable delay. This incident caused me to miss important meetings in Winston Salem, impacting my time and finances. I am disappointed in the airline's handling of the situation, especially as a disabled customer. I encountered a similar issue on my return journey but managed to catch my connecting flight this time. I believe compensation is warranted for the inconvenience caused.

Regarding Reservation Number: KUYRXE Vicki Eide, Phone: [redacted], Email: [redacted] On August 7, [redacted], I flew on American Airlines Flight [redacted]. The flight was delayed due to a mechanical issue, which caused me to miss my connecting flight from CLT to GSO. Although I had checked the carry-on size on your website beforehand to ensure no issues, I was not allowed to carry it on at the CLT gate. The delay in GSO was due to weather, but there was ample time to load my bag as we waited. Unfortunately, my luggage did not arrive in time for my conference, leading to inconvenience and extra expenses. On my return flight, I encountered the same carry-on issue despite previous TSA clearance, causing further discomfort. The inconsistency between your site's information and actual policy is frustrating. I am seeking a refund of $60 for baggage fees and at least 1/3 of my trip cost refunded, totaling $[redacted]. This experience has soured my view on flying due to numerous inconveniences. Thank you for addressing these concerns. Vicki Eide

I booked a flight to London for March [redacted] with travel dates of August 19th and return on September 3rd. Unfortunately, due to unexpected family circumstances involving gaining custody of my 11-year-old grandson, it will not be feasible for us to make the trip. I understand the standard policy is one year from the ticket purchase, but I am kindly requesting an exception given the situation. I am actively trying to find a solution to this and hope to travel at a later date, possibly in June [redacted] when my grandson is out of school. Booking early seemed like the right choice initially. Visiting my sisters in England is very important to me, and I would greatly appreciate any flexibility that can be granted in this matter.