American Airlines Customer Service Issues

I experienced an upsetting incident on Flight 67 from Barcelona this morning. Upon disembarking, I waited outside the plane for my wife and son, thinking they were still inside. An airport staff member informed me only a family was left on the plane, prompting me to head towards the terminal. However, I overheard the flight attendants making derogatory comments about me, laughing at my situation and making inappropriate remarks. Their behavior made me feel sexually and verbally harassed after a long 6 1/2-hour flight. I am deeply disappointed and saddened by this unprofessional conduct from your employees. I hope that you can address this situation appropriately and ensure it does not happen to any other passengers in the future.

Hello, I am currently in Yokosuka, Japan as of August 17th, 3:07 PM local time, planning to travel from Seattle to Tampa. I am flying on a military aircraft that should land before my flight to Tampa, but there might be a slight delay. My departure from Seattle is scheduled for 10:40 AM on August 17th, domestic time. With reference code ELWHSL, I have completed online check-in and prepaid for one checked bag. In case of a delay, could you accommodate me on the next flight or hold the departure? Thank you for your assistance.

Subject: Assistance Needed Regarding Recent Travel Experience I am writing to address the challenges my young son (Hunter Curcio) and I encountered during our recent trip from PVD to SRQ to visit my elderly parents. Unfortunately, due to two consecutive aircraft malfunctions at PVD, we missed our connection to CLT, resulting in a reroute to Tampa instead of our intended destination. The journey culminated in our late arrival at Tampa around 10:21 PM, prompting unsuccessful requests for a limo to Sarasota and accommodations for the night. Regrettably, the lack of alternatives left my elderly parents, my son, and me with no choice but to make a late-night drive from Tampa to Sarasota, with little sustenance save for a pretzel. The unavailability of any substantial assistance or provisions, coupled with the extensive customer service desk wait times, further exacerbated the ordeal. Considering the inconvenience and distress caused by the series of events, I am seeking a refund of the ticket prices and the expenses incurred for the extra journey to Sarasota. I appreciate your attention to this matter. Warm regards, Christian Curcio

I had a scheduled flight on 8/19 from Reno to Memphis with a layover in Dallas. Upon arriving at the Reno airport at 5:30, we encountered a long line at the TSA check-in. Despite rushing to our check-in counter at 6:01, we were told we had missed the 6:00 gate closure. Thankfully, we were placed on standby and managed to catch the 11:30 flight to Dallas. Once in Dallas, we were once again on standby but luckily secured seats on flight #[redacted] to Memphis. However, we were dismayed when three individuals were allowed to board the plane after the gate had closed, despite us being denied boarding for arriving just a minute late earlier. This experience left us inconvenienced and questioning the inconsistency of your boarding policy. We are grateful to be home safely, but believe improvements can be made to ensure fair treatment for all passengers.

I had a troubling experience today with a customer service employee who threatened to put me on a no-fly list. The supervisor's name is Wasin Zaida. I spent an hour on the phone, mostly on hold, trying to resolve the issue. I am worried about being able to continue my trip to Mazatlant tomorrow after my flight delay resulted in an overnight stay in Phoenix. When I tried to use a discount coupon given to me at the hotel, they did not accept it. After a frustrating call with three different people, I received no new information about my trip. I was informed that a decision would be made at the airport regarding my travel. This situation has caused me significant stress due to the incompetence of some employees in handling customer service matters.

I have some questions about my upcoming flight regarding traveling with my children. I am wondering if I can bring a car seat for my infant if there are extra seats available on the plane. I didn't purchase a ticket for my infant, but I believe it's allowed if there are vacant seats. However, I've seen conflicting reviews about this on your site, mentioning issues at the gate. Additionally, I bought tickets for my two-year-old twins. Can they use car seats too, and what is the age limit for using a car seat on a flight? I've read that strollers over 20 lbs cannot be gate-checked, but with three toddlers, I need a larger stroller. Mine exceeds the weight limit; could there be any flexibility on this rule?

Our American Airlines flight [redacted] on July 23rd faced an extensive delay before being canceled. According to the airline, the reasons cited were weather conditions and Air Traffic Control (ATC) issues. However, during the incident, our airplane experienced a power outage while on the runway preparing for takeoff. The captain even humorously mentioned an "extension cord" mishap. Despite attempts to resolve the issue, the power failed again during acceleration, leading to the plane needing to be towed back to the gate. Promises of a replacement aircraft were unfulfilled, causing frustration as other flights continued to depart. I am disputing the airline's weather and ATC explanation, and I am seeking concrete evidence to uncover the truth behind the situation, suspecting deceit to avoid compensating passengers.

We departed from LAX for Philadelphia on August 17 at 11:50 pm. Despite being in first class, our seats could only recline 3 inches. Our record locator for the flight is KQLFMA. We are scheduled to leave Barcelona on Wednesday, August 28th. We are hoping for a better aircraft for our upcoming flight from PHL to LAX. If not, we would like to make changes. Seat functionality and service are paramount as our previous experience was subpar. The flight attendants neglected passengers, offered limited service, and hardly tended to our requirements, even after ordering special meals. Their focus seemed to be on personal conversations rather than attending to travelers. To exacerbate matters, one crew member was out of uniform and only put on a jacket upon arrival in Philly. This journey marked the start of our European vacation, and it took us days to recuperate from the exhausting flight. As first class travelers, we anticipated at least some rest during the flight.

Our first trip was nothing like we expected, and it turned out to be the worst experience. We arrived at the airport two hours early for our flight scheduled to depart at 10:09 pm to DFW-Dallas, which was initially delayed to 2:09 am-4:07 am, then further delayed to 6:09 am-8:27 am, then 9:09 am-11:27 am, and finally canceled. Dealing with these prolonged delays and ultimately canceled flight left us exhausted and frustrated, especially with my upset daughter and the anticipation of visiting my 97-year-old grandmother fading away. We had hoped for a quicker trip of 2.5 hours instead of a 16-hour drive to spend more time with family. A refund is now sought due to this unexpected turn of events. Communication attempts have been disappointing, including a two-hour wait for an auto call back that never occurred. This experience has been extremely unsatisfactory, and we hope for a resolution to this situation.

My wife missed her connecting flight in Phoenix and is now stuck at the airport until her flight tomorrow morning. She was informed that no hotels were available and no other assistance was provided. I am worried about her safety, especially since it seems there is no support available at night. I would appreciate it if someone could reach out to her, Susan H., at [redacted], and ensure that she is looked after.

My recent international flight on August 24th did not go smoothly. I encountered issues with seat selection and payment, leading me to spend $[redacted].48 for two seats from Philadelphia to Lisbon. Despite my efforts to choose and pay for seats online, I faced technical difficulties and had to call American Airlines for assistance, which cost me more than usual. I usually pay $35 per seat for my annual trips to the same destination. However, I was not informed of the new rule that affected my seat selection cost. I specifically choose window seats due to my insomnia and anxiety, preferring to be away from the bathroom and wing areas. Despite calling multiple times to confirm my seats, I ended up with a subpar one above the wing during my flight. Even after contacting customer service and spending additional money on calls, my seat was not changed as expected. I suspect my original seat may have been given to another passenger for a higher price. The lack of communication and unfulfilled promises have left me disappointed and frustrated with the whole experience.

My family of four flew from Boston to Montana for a vacation on August 18th. Unfortunately, our luggage was delayed for 24 hours during our layover in Chicago on Flight AA [redacted]/18, causing us to arrive 7 hours late and our bags to arrive a day later on the 19th in Bozeman. The experience was extremely frustrating due to poor communication from both AA customer service and the baggage handling at the airport, leading us to make the 3-hour round trip to the airport twice. Without our belongings, we had to purchase emergency supplies for our family of four at a Target in Bozeman, totaling $[redacted].31. I submitted the receipts online two weeks ago through the AA website but have not received any confirmation that our claim was received. I am disappointed by the lack of communication and customer service from American Airlines, and I am struggling to get a response regarding our claim.

My record locator is FTQEOI. On August 30th, I was on flight [redacted] which departed approximately 30 minutes late. The pilot reassured us that American Airlines was aware of our delay and advised not to worry about connections in Charlotte. Our scheduled arrival time was 5:06 but we arrived at 5:25. Unfortunately, my requested wheelchair was not at the gate despite prior assurances, causing further delay. Despite arriving 12 to 15 minutes before the scheduled departure of 5:50 and seeing the plane at the gate, I was told the gate was closed. The plane departed 7 minutes earlier than scheduled at 5:43. I was then given a boarding pass for flight [redacted] leaving 6 1/2 hours later. I am disappointed with the service provided by American Airlines. It is crucial for airlines to have plans in place to assist transferring passengers during delays, and customer service should ensure requested services are fulfilled consistently.

I have a return flight scheduled for September 13 with British Airways, although I initially booked through the American Airlines website. Due to the approaching British Airways strike, there might be flight disruptions. I urgently need to switch my booking from BA flight #[redacted] to AA flight #[redacted] on September 13 as I have an important wedding to attend on the 14th. I am currently in London and unable to reach customer service by phone due to a long wait time of 27 minutes.

I made a flight reservation this morning. Unfortunately, I just realized that the email address provided for sending my confirmation details is incorrect. My booking number is FJ6D1X2, and my confirmation number is PSCKM98. Additionally, my advantage number P453888 is missing from the booking. The correct email address to update is [redacted] Could you please rectify the email address on the booking so that I can receive relevant flight information? I kindly request the confirmation information to be resent at the updated email address. Thank you, T. M. King.

On September 8, [redacted], I experienced 9 flight delays and reschedules with AA [redacted]. This resulted in me spending 11 hours at Pearson International Airport from 9AM to 8PM. Missing my child's basketball game and a church function I had to host was very disappointing. After finally leaving the airport at 8PM, we had to return due to an in-flight mechanical issue, forcing us to endure another 2 hours on the plane. The situation was uncomfortable; we only received water. In total, I spent 13 hours at Pearson International Airport (terminal 3 and the tarmac) due to these issues. Therefore, I am requesting additional flyer miles be added to my account and a complimentary round trip business ticket within the U.S. for the inconvenience. Best, Ann Constance S.

I am concerned about the recent series of unfortunate incidents my family has faced while traveling with American Airlines. In early August, my daughter-in-law and grandkids experienced significant delays on their return flight from France. Similarly, my daughter, son-in-law, and grandson encountered delays and had to stay in a hotel during their trip from Phoenix to Costa Rica due to mechanical issues. Furthermore, they faced additional delays on their return flight due to further mechanical problems. Now, as we are planning a trip to Hawaii from October 14th to 20th for my daughter, son-in-law, and two babies, I am apprehensive about potential disruptions, especially with young children involved. In addition, my husband and I have flights booked from Salt Lake City to Madrid, Spain, on January 15, [redacted]. Given these recent issues, I am contemplating whether it would be wise to consider an alternative airline for our upcoming travels. I eagerly await your response. Sincerely, Nancy Tehero

My daughter, Maria Fernanda Madrid Galicia Flores, born on September 20, [redacted], who is 15 years old, returned from Bordeaux on Flight IB8553N on September 7 at 9:15 a.m. Upon arrival in Miami, her suitcase did not arrive with her. After filing a claim with the number BCCAA[redacted]8, we received the damaged suitcase on Monday, September 9. Mrs. Diane at Piarco Airport instructed us to empty the damaged suitcase and bring it back for a replacement report. She asked for my email to send the replacement details but I have not received any email yet. I am eager to get the replacement suitcase. It was a black suitcase tagged in the name of Maria Fernanda Madrid Galicia Flores. If you require contact, you can reach me at 1-[redacted] or via email at [redacted] / [redacted] Please update me on the status of the replacement suitcase.

I am interested in contacting American Airlines Diversity team. My company, AIG, also values Diversity and Corporate Social Responsibilities. We are looking to connect with your company’s Middle Eastern ERG leads to discuss various aspects such as how the ERGs are involved in recruitment, onboarding, talent development, marketing, mentoring, and diversity training. We are curious about how the success of ERGs is measured and their impact on retention, engagement, talent development, and business contributions. It would be great to gain insights on ERG membership, programming, key successes, and opportunities. We hope to establish a supportive connection with your ERG for future collaborations and events. Please reach out to me at [redacted].

I am extremely disappointed with the lack of customer service I received. It is impossible to reach anyone as the headquarters seem to be unmanned, with only automated voicemail responses. My daughter, Emily Lee, was on a business flight from DC to Dallas on 9/15/19. When she tried to store her carry-on in the overhead compartment, she discovered feces smeared all over seat 10A, including her new TUMI work bag and the plane walls. This is completely unacceptable and unsanitary. Despite bringing it to the crew's attention, they only superficially cleaned the area without replacing the cushion. Instead, they provided a non-functioning phone number and offered a Bloody Mary. This is a serious health hazard that was not addressed properly. Emily has developed a rash from the exposure. We urgently need a response regarding this matter. My contact number is [redacted]. Please reach out as soon as possible.