I am writing to submit a complaint about my travel experience earlier this month. I boo...
GetHuman1031678's customer service issue with American Airlines from August 2018
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The issue in GetHuman1031678's own words
I am writing to submit a complaint about my travel experience earlier this month. I booked a multi-leg trip (locator number LFWGPU). The first class seat upgrades were a birthday gift from my husband because he knew I was traveling alone and wanted me to be comfortable.**My flight from LAS to LAX was so delayed that I would have missed my connecting flight by hours. AA auto-placed me to a connecting flight to a later time, turning a three hour trip into a *** hour trip. As this was not acceptable, I took the advice of your gate agent and cancelled those flights, and booked a direct flight from LAS to SAN on Southwest Airlines at a significantly increased cost.**However, my main complaint is about my trip from SAN to PHL. I was booked on the **********, **:** PM flight number **** which was also a First Class Ticket. This flight had several delays announced prior to the scheduled departure. But we were repeatedly told that the flight was not cancelled. First, we were told the equipment was delayed in Arizona. Then we were moved to a different gate and told that they were going to use a different plane, and that we were waiting for crew to arrive. I was informed, and it was confirmed, that SAN has a flight curfew of **:**PM. The gate agent informed us that AA had chosen to override the curfew and would pay the airport its penalty fee. The flight was delayed several more times, about every ** minutes until after *AM when it was FINALLY cancelled. This decision to pay the penalty to override the curfew and push the clock past midnight ultimately absolved AA from having to provide lodging.**As my husband and I are holders of the American Airlines AAdvantage Executive World Elite Citi Card, I called the AA credit card concierge number to try to find a hotel room for the night, I was informed that because the cancellation was not announced until the wee hours of Thursday, **********, that would require a "same day" hotel reservation and they could not help me. I contacted several hotels directly and was not able to get any room for the night because of the extremely early hour and it being “same day”.**I was a single woman traveling alone in a city I have never visited before. I had no car, and no available options for lodging. After retrieving our baggage, it was after *:** AM. SAN closes between the hours of *AM and *:**AM. We were not allowed to wait in a secure area or in a lounge. I was scared, exhausted, and hungry. I had no option other than to wait with my luggage, afraid to fall asleep. Later that morning, at about *:**, I got back in line with the ticketing agents. While I was lucky enough get booked onto a flight to Philadelphia, I was informed that there were a lot of people who needed a flight and I should probably try to fly standby "I might get lucky." **The flight I had been booked on by your ticket agent for noon was then ALSO CANCELLED so I stood for standby on any flight I could obtain a seat. I did get a seat on an earlier flight. But the experience was harrowing and after all we went through, I did not appreciate being told I could only get home if I was "lucky." Nor being made to feel as if I had to beg for a favor to get on a standby list. My credit card entitles me to priority standby status, yet the ticketing agent and gate agent both referenced it as a “favor.”**We did receive a small refund for a portion of the LAS-SAN trip, but that barely covered the replacement flight I had to take. I am extremely dissatisfied with the level of service I received on August *-*. And I am appalled that American Airlines made the decision to jeopardize the safety of its customers in this manner. There was woman in a wheelchair, families traveling with small children, elderly passengers...all of us were left to our own resources at *AM in an airport with an **:** PM curfew and it NEVER should have happened.**We live in Delaware County, PA and use AA whenever possible as PHL is our hub. We are Executive Cardholders and if you review my AAdvantage * *TB**L* and my husband’s (Paul Mattus) * *U**JR* you will see we are loyal and frequent customers, Who routinely fly business or first class on AA or other one world partners.**Please feel free to contact me at your earliest convenience at *****@***.com or ***.***.**** to discuss how we may remedy this situation and further discuss what transpired. In the meantime, I am requesting AA at least refund the AAdvantage miles used to upgrade my ticket to my husband’s AAdvantage account *U**JR*.**Please note, we were advised by call-in representative “Anna” ( who was very understanding and helpful) to use this form to inform AA of the incident and were told to reference ticket numbers: ************* and *************
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