July **, ******To whom it may concern:*Let me begin describing my recent travel experie...

GetHuman-judyhoch's customer service issue with American Airlines from July 2018

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The issue in GetHuman-judyhoch's own words
July **, ******To whom it may concern:*Let me begin describing my recent travel experience on American Airlines by noting that I am *** years old. *On July **th I purchased a last-minute flight from Los Angeles to Scranton, PA to visit my very ill sister-in-law who had been given only a few more days to live. (Flights: *** and ***** Departing Los Angeles on July **th at **:** PM). Because of the urgency of the situation, I chose an overnight flight in order to get to PA as soon as possible.*The plane boarded on schedule, but takeoff was delayed by **-** minutes. I had only ** minutes between the time it was to land in Philadelphia and the departure of my next flight to AVP. Because of this tight window, at the gate in Los Angeles I asked if any seats were available close to the front of the plane. I also requested to be met at the gate in Philadelphia by a shuttle. *When the plane arrived in Philadelphia (around *AM) later than the scheduled arrival, I deplaned as quickly as possible. There was no shuttle waiting, so I “ran” down the hall to catch the bus to Terminal F and my AVP-bound plane. The bus, unfortunately, made numerous stops along the way including one when the driver stopped to converse with another driver. *When we finally arrived at Terminal F, I rushed to the gate only to learn that the plane doors had just closed and there was nothing to be done. I went immediately to a Customer Service desk and was told there was not another flight to AVP until late afternoon.* I had taken the red eye because I needed to be in Scranton ASAP, but was told by Customer Service there were no other options so I booked on the later flight. However, I continued to describe my situation to Customer Service and begged them to help me figure out an alternative. *Customer Service seemed unable to help. I was told perhaps I could take a shuttle into town and then catch a bus to Scranton. And they informed me I first had to deal with my luggage which had been checked to AVP, but also didn’t make the connection. I was exhausted, frustrated, and grieving, I couldn’t follow the directions I was being given to the baggage claim, let alone get to downtown Philadelphia. *I literally pleaded with Customer Service to find someone who could accompany me to baggage claim and help me figure out what to do next. Thankfully, a wonderful young AA Customer Service representative was sent to assist me. He agreed to accompany me to baggage claim and began helping me explore alternatives. He suggested I might try Uber of Lift, which at first seemed preposterous to me because of the cost, but after investigating other options it became clear that it was the only way I could get to Scranton in a timely way. *With the AA representative’s help, I called Uber and it arrived to pick me up in * minutes. We were in Scranton a little after noon and I was soon at my sister-in-law’s bedside. However, this didn’t happen without a great deal of stress, anxiety, and expense which I cannot afford.*Therefore, I am requesting reimbursement from AA for the cost of my Uber trip and for the extreme distress I experienced before my pleading led to finding someoneo who assisted me. I will be happy to forward the actual receipt from Uber on request. Below is a copy:*$***.** *Thanks for choosing Uber, Judy*July **, **** * UberX **** ******* * * ****:**am * * Arrivals Rd, Philadelphia, PA * * * ****:**pm * **** Olive St, Scranton, PA ******** *** ****You rode with Basel****.** *miles ******:**:** *Trip time ****UberX *Car *********** * * * * ****Add a tip ***********Sincerely,*Judith Hochman****-***-****
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American Airlines

Customer service issue
Reported by GetHuman-judyhoch
Jul 20th, 2018 - a yr ago
I have an issue with American Airlines too
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GetHuman-judyhoch started working on this issue
Jul 20th, 2018 11:50am
GetHuman-judyhoch indicated the issue is not fixed yet.
Jul 21st, 2018 4:34pm
GetHuman-judyhoch indicated the issue is not fixed yet.
Jul 23rd, 2018 3:31pm