American Airlines Customer Service Issues

Hello, I am Donna Johns McMahon, born on November 6, [redacted]. I am reaching out regarding my recent flight experience from Austin, TX to Bali, Indonesia. The situation is complex and involves several issues that need attention. 1. When I tried to board my one-way emergency flight to Bali for $[redacted].40 due to my daughter, Kate McMahon's accident, I was informed by AA that Indonesia requires a round trip from the USA. I ended up paying $[redacted].45 for a round trip, which seems excessive compared to the approximate cost of $1[redacted]. 2. I had to book a return flight without knowing my daughter's health status. After her surgery, I need to change my return date. I need to ensure there will be no change fee. 3. My husband, Jay Cavan McMahon, will be joining us, and I also need any change fees waived for his booking. 4. I need my daughter's surfboard fee to be waived so we can fly together. 5. Kate McMahon will also need any change fees waived. I appreciate your assistance via email as I currently do not have phone access. Thank you for your prompt attention to these matters.

During my recent trip to Arkansas for my friend's wedding, I encountered a flight delay on my return from XNA airport to PHIL. The delay for flight #[redacted] on October 20th was quite frustrating, with multiple delays pushing back the boarding times. Despite being understanding of the situation, I was disappointed by the treatment we received from the gate attendant at Gate A10, particularly the unnecessary racial profiling my boyfriend, A.Y., experienced. It's important to address such behavior as racism has no place in any setting. I hope this feedback will lead to improvements in how your company handles such situations in the future.

Hello, my name is Lisa A Pendleton from Rhode Island. I wanted to share my recent experience with a misunderstanding that occurred during my first flight from Providence to Charlotte, North Carolina. As I have two broken ankles and was wearing boots, I became disoriented in an unfamiliar airport. Despite walking a long way to Gate 12, I stopped to help a young girl who was cold by giving her my blanket. Unfortunately, I missed my flight as the staff told me I didn't need a wheelchair due to my boots. When I reached the gate and the plane was still there, they refused to let me board. After speaking to the manager, I was put on a later flight but lost my passport during this ordeal. The stress from this experience has made me hesitant to board another flight. Thank you, Lisa A Pendleton.

I recently flew on American Airlines from Maui to Los Angeles connecting to Chicago. Prior to my flights, American advertised wifi services on both legs and I bought a monthly pass for it. To my disappointment, there was no wifi available on either flight. When I reached out to American regarding this, John explained that the service is limited to areas with cell towers. Despite their website stating otherwise, it seems misleading. Additionally, there was no clarification on why there was no wifi on the second flight over land. This inconsistency is frustrating, especially after purchasing a pass that couldn't be utilized, costing me $50.

I experienced a significant delay on my flight #[redacted] with the airline. The delay in Knoxville was due to a mechanical issue, causing me to miss my connection in Dallas and leading to a 5-hour wait. This made it impossible to catch a bus home to South Lake Tahoe when I arrived in Reno after midnight, so my husband drove to pick me up. Despite the disruptions, I received no assistance, reimbursement, or information on alternative flights. On a positive note, a TSA agent kindly let me use their phone when mine died. Given the series of issues on my recent flights, I kindly request a refund for my two checked bags. Unlike my previous experiences with United, this time I was not offered any compensation for the inconveniences faced. Thank you, Debra Moore.

I need to modify my flight (record locator XFWZZP) as my residence at [redacted] Lobello Drive in Dallas was struck by a tornado. I phoned to make this change and was informed that shifting to the March flight (I am already booked on the January flight to Flagstaff) would cost an additional $41, which I am willing to cover. They mentioned a $[redacted] change fee, which I requested to be waived due to the circumstances, but both the representative and the supervisor declined. Despite explaining there would be no added cost to American Airlines, they remained firm. I expressed my disappointment as an opportunity for American Airlines to improve customer relations was missed. The lack of flexibility from a DFW-based company in such a crisis in their hometown surprised me. My frustration led me to contact WFAA, a local news station, to share my story. Their interest prompted a reporter to reach out. If needed, I am willing to speak in front of my damaged home to highlight the situation. It feels like poor PR for American to be so rigid with locals affected by a disaster. The supervisor in Raleigh-Durham, NC, showed little concern for the PR implications. I simply seek to change my flight with the $[redacted] fee waived.

I was on Flight [redacted] from PHL to LAX scheduled for 12:50 - 3:38 in seat E33 with locator code BQQCBG. Unfortunately, our flight was delayed for 2 hours without an explanation. Despite the delay, my main concern is about the lack of response from the flight attendants. I was seated close to the galley and repeatedly pushed the call button for water. Even though the blue light illuminated and the bell rang, no one came. After waiting and trying multiple times, an attendant scolded me for pushing the button and left without attending to my request for water. Subsequently, another attendant provided me with water when I managed to get their attention. I found it frustrating that the initially unresponsive attendant later focused on selling credit card accounts rather than attending to passenger needs. It was disappointing and uncomfortable to experience such neglect despite being in need of a basic service like water on a long flight.

During my recent 9-hour international flight from the USA to the UK, I purchased a preferred seat for over $[redacted]. Unfortunately, I ended up seated next to an individual whose size made me uncomfortable and encroached upon my seat space. According to information I found on smartertravel.com regarding American Airlines’ Extra Space Policy, passengers who extend beyond the armrest may be required to purchase an additional seat. Given my height of 5'10" and weight of [redacted] lbs at the time of the flight, I am considering requesting a refund for the preferred seat.

I recently flew with American Airlines on October 8th and encountered an issue during check-in. My suitcase was a few pounds overweight when weighing it, and unfortunately, I did not have a carry-on bag to transfer items into. The airline representative mentioned an excess charge of $[redacted], which took me by surprise. Upon reviewing American Airlines' baggage policy, I discovered that fees for overweight bags can reach up to $[redacted] on certain routes. Normally, the standard limit is 50 pounds, with a $[redacted] fee for weights ranging from 51 to 70 pounds. I am puzzled as to why I was charged $[redacted] for just a few pounds above the limit. Thank you for addressing this matter. - L. Reekers

My recent flight with American Airlines yesterday was unbearably cold. Despite raising the issue with the flight attendant multiple times, the slight adjustment in temperature did not alleviate the freezing conditions. I even questioned if the heating was malfunctioning due to the extreme cold. As a frequent flyer with American and other airlines, I have never experienced such discomfort or felt my concerns dismissed by the flight crew. While I am not seeking anything specific, receiving a voucher or miles would be appreciated and might encourage me to fly with American Airlines again. I am also curious if there are any policies in place regarding cabin temperature, as enduring such discomfort for an extended period is not something I wish to repeat.

On September 1, [redacted], my flight experience on Flight 92 from SFO to Zurich via Philadelphia was incredibly frustrating. The flight was continuously delayed and eventually canceled at 1:30 am, leaving over [redacted] passengers stranded with no hotel accommodations or food options. American Airlines' lack of organization resulted in chaos as tired staff tried to rebook everyone. We were given cots far from bathrooms and abruptly woken at 5 am, adding to the discomfort. This ordeal led to exhaustion and illness upon arrival in Zurich, affecting my work. Despite addressing my concerns in a letter, I only received a $[redacted] voucher, which did not adequately compensate for the inconvenience. I requested a more comfortable seat on my return flight, preferably an upgrade to business class or a later flight with an economy upgrade, to no avail. I hope for a better experience on my upcoming flights on November 5, Flight 93 & [redacted], after the previous difficulties faced in Philadelphia.

I am generally very pleased with the service provided by American Airlines, which my family and I frequently use for travel between the UK and the USA. However, our recent experience was disappointing. During our trip from Cincinatti (AA [redacted]) to Chicago, we were surprised to be charged $[redacted] for each of our two checked bags, which weighed 26Kg each. Several other issues occurred during our journey - our flight from Heathrow on October 26th (AA729) was delayed due to a 'flight deck instrumentation light,' causing us to miss our connecting flight in Philadelphia. We were inconvenienced by having to rebook a later flight (AA4664) and our luggage was misplaced, with 2 out of our 3 bags not arriving in Cincinnati. These issues resulted in us not having necessary items for our children. I believe a refund for the overweight baggage fees is warranted, given that we were within our overall allowance of 4x 23Kg cases. I have attached copies of the baggage receipts and flight details for your reference.

Dear Customer Service Team, I would like to thank your agents for allocating me and my husband seats on our upcoming flight referenced by reservation number WPVBLO. I specifically requested an aisle and next seat due to recent knee and back problems, requiring occasional walks during long flights without disturbing others. However, upon receiving our paperwork, our seats were changed from rear seats to 29K & 29L, a window and middle seat arrangement. This change will make it inconvenient for me to move around freely without disturbing my co-passenger in the aisle seat. As we are celebrating our 49th wedding anniversary on this trip, and given we have already stretched our budget, I kindly request if it would be possible to reallocate us to aisle and next seats. I apologize for the inconvenience and appreciate your assistance. Thank you, Ruth Allen

Hello, I have 2 nonrefundable international tickets from Las Vegas, NV to Santiago, Chile scheduled for 9 Mar [redacted]. Unfortunately, our plans to visit a relative who advised against traveling due to safety concerns have changed. We also canceled a cruise and were informed by American Airlines of a $[redacted] change fee per ticket. As the travel must be completed by 15 April [redacted], I am inquiring if it's possible to reduce the change fee to $[redacted] per ticket to book a trip within the U.S. I reached out via email previously but am yet to receive a response. The civil unrest there compels us to cancel the entire trip, and I hope that closer to the departure date, the change fee can be waived. I am concerned about the timing to make alternative plans and would appreciate any assistance from American Airlines. I can provide the confirmation number if required. Thank you for your help. Regards, S.L.

My husband and I, who is disabled and unable to walk, flew from Rochester, NY to Philadelphia to catch a flight to Manchester, UK. A delay in Rochester led to us missing our connection, even though we are in business class. We had to stay in a hotel and couldn't get a flight until Sunday evening to Heathrow, then onward to Manchester with BA. The hotel was not suitable for my husband's needs, and the seats on BA were not ideal for us, as we prefer AA's configuration. We were nowhere near the requested toilet. We were given food vouchers for $12 a day each, but meals were significantly more expensive, especially considering we are pensioners and don't eat much. I called the helpline provided by AA and was shocked to receive a bill of over $[redacted] for a single call. The hotel room was unsuitable for my husband's needs due to the lack of grab bars, an inaccessible shower over a high tub, and a bed that was difficult for him to get into. The entire experience was distressing, and we incurred at least £[redacted] in expenses for food and calls, on top of the emotional strain. We are seeking reimbursement for these costs and compensation for the distress caused. Thank you. Beverly B.

Hi, this is Magda Tadross. My Aadvantage number is B3937P4. I have been a loyal rewards member for a long time, although I have not used it frequently. I have always paid the yearly fees but recently encountered issues trying to make a reservation in November. Before canceling, I sought clarification on the rules and felt the information provided was inadequate. When attempting to book an international reservation, I was informed of a $[redacted] fee for two tickets. This seems unfair, and I cannot afford it. I kindly request your assistance in waiving these fees. Thank you for your help.

My companion and I are passengers on flight AA [redacted] from Denver to Charlotte, originally on standby. We were allocated seats 34 E and F but got upgraded to 10 E and F upon boarding. Despite being directed to seats with room for our carry-on, we were scolded by a flight attendant, Karen, for being late and were spoken to rudely. When my partner addressed her tone, Karen threatened to have us removed from the plane. We were taken aback by her reaction. I'm concerned about the incident and the discomfort caused by Karen's attitude towards us. Her continued intimidating behavior is distressing, and I would like to address this issue regarding our experience on the flight. -Susan Mitchell Dunn

I recently changed my return flight to a different date but had already purchased a seat on the original flight. I am puzzled why I cannot transfer that seat purchase to my new flight. I believe it is unfair to pay for a service not received if it is non-transferable or refundable. It feels like I am being charged twice for the same service, which I view as poor business practice and price gouging. Unfortunately, I am unable to speak with anyone over the phone to address this issue, as the refund policy does not cover seat purchases. My only request is to utilize the payment I made for the original seat to cover the cost of the seat on my new flight.

Dear all, I am reaching out regarding my ticket reservation with the booking code MQCKHA. My name is Celine Santoso, and I am currently residing in Seattle with plans to return to Indonesia on December 13th. I have been in communication with my travel agent regarding changing my travel dates. Initially, they mentioned a change was possible with a fee, but later they stated that the ticket is non-changeable. They also informed me of a new flight schedule, which I declined and requested a refund. However, they have indicated that the ticket is non-refundable. According to the American website, flights changed over [redacted] minutes are eligible for a refund or change. I am now seeking advice on how to proceed with my ticket situation since communication with my travel agent has not been fruitful. Thank you for any assistance you can provide.

I have been at Lynchburg airport since yesterday at 5 pm for a 7:55 pm flight, which got canceled at 7:20 pm due to weather in Charlotte. Subsequently, I was rescheduled for a 5:30 am flight this morning, which was also canceled. The earliest available flight is now at 4:30 pm later tonight. I am a disabled veteran with health issues and unable to afford accommodation or transportation to another airport. I appreciate that the airport remained open past 1 am to accommodate travelers like me. I am feeling unwell and need to return to Orlando for medical care. It is disheartening to be stranded at the airport for over 24 hours without any assistance. I plan to escalate this issue to your headquarters concerning the treatment of not only a valued customer but also a disabled veteran.