Hello American Airlines!*My husband and I chose American Airlines for our recent trip t...
GetHuman-chattipa's Problem With a Flight issue with American Airlines from May 2019
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The issue in GetHuman-chattipa's own words
Hello American Airlines!*My husband and I chose American Airlines for our recent trip to St Maarten on April **th to celebrate our **th wedding anniversary.*We have not been able to enjoy a vacation since **** due to health issues.*We were to depart from BOS(Logan). We went to the Gate as noted on the Message Boards. Once we sat down, I got a text message from AA saying that flight was cancelled. No other information was provided. So we searched for someone to help from AA and we were told the gate that we needed to go to followed by a text message on my phone with erroneous information that seemed contradicting as more texts came in. After much confusion and walking all over the airport from gate to gate, were able to board the flight and make our way from BOS to SXM.*We had chosen seats ahead of time from BOS to PHL and from CHL to BOS and were charged for them but we did not enjoy those seats with extra room, yet were assigned other seats. See the attached charges. Total $**.*** *On our return flight we would arrive in Charlotte NC on ****. The connecting flight was just too short of time to screen approx. **** passengers through immigration and baggage check.*In addition, the Pilot notified us passengers that the Gates were busy and would be another ** mins in addition to the time already spent waiting.*I witnessed passengers running-rather sprinting to the gate to catch the BOS flight only to be met at the gate by an attendant who said they closed the doors and they would not let us onboard the plane. When we questioned the Gate attendants why we would not be allowed to board the plane since we were standing at the gate, we were told that the FAA rules state that the plane can only be sitting at the gate for a limited time.* *Now this is your HUB for AA and I am sure you know all too well that the distance we had to walk to get to the gate is quite far from immigration and baggage check.*The time just was inadequate to get to a gate after these immigration and baggage checks. I am sure the Airport frowns upon sprinting through the airport as this creates a rather hazardous environment for all airport customers. Wouldn’t you agree?* *The attitude that we got from the individuals to help us get on standby flights was pretty pathetic. We were ignored and they offered no discussion to make us feel better and no promise that they would take care of us. *They honestly could have cared less. We were informed that the next standby would be at *:** am or we could take a voucher for a hotel but we would be required to pay * for the hotel which came out to be $ **.**.*This was unacceptable in our eyes and made no sense to leave the airport where another baggage check would need to be done and more walking and waiting for a shuttle ** mins to wait for one and then another ** mins to the hotel.*By the time we would have got to sleep we would need to head back. So we stayed in the airport and SLEPT on the floor til the morning. Mind you, there is only *..yes I said ONE business open and that is Starbucks which was a rather very far walk for my husband who just had a total knee replacement on Feb **. There were a couple AA individuals roaming around throughout the night watching cameras I am sure, but not one could offer any water for us **-** passengers waiting in the terminal. Again, not able to get on any of the next * flights scheduled for BOS. Yet AA was offering to other passengers a $*** voucher to give up their seat for any standby passengers. Yet we had to pay for a hotel? What is wrong with this picture?*Well with ** people on standby, the chance of getting out were slim..very slim!* *We decided to head over to Customer Service where we stated our situation yet again…more attitudes from that representative. She didn’t seem to care that we had slept on a waiting area floor all night. No compassion at all!! *Finally after * hr passing by, we were given confirmed seating on the **:** flight to BOS for ****.*Now this would bring us to the ** hr mark of being held captive at Charlotte Airport and another wait for ** hrs before we could get out. So after much explaining to another Customer Service Manager Jeff, we were given a voucher for Free hotel and * food vouchers worth $** each. Jeff was wonderful and for the first time we saw compassion from an American Airlines employee!*We did opt to use the hotel at this point and try to get a few hours sleep Sunday afternoon. We were EXHAUSTED!! AA gave the hotel a heads up to tell them that we were coming and to please let us in a room. We waited ** mins for the shuttle to arrive then followed by the ** min ride to the hotel. We arrived at *pm only to be told that we would not be able to check in til *pm. Yes * pm and we needed to be back at the airport by *:** for baggage check for the **:**pm flight. This left us approx. a *.*hr nap.*Now this shuttle held * other passengers plus us two. They were headed to Turks and Caicos and also got their flight delayed to that island because of AA. Unbelievable!* *Finally at **:** we were on the plane. Then the pilot came on the speaker to ask for our patience while we wait for ** Spain exchange students and their * chaperones to board the plane.*Really?? Was this really happening as we all waited ** mins for them to board? What happened to the FAA rule of the planes only sitting at the gate for a limited time? Seems it doesn’t matter if we AMERICANS get on board but let’s allow another country to board late? Is this AMERICAN AIRLINES? I think not! Seems there is no rule from the FAA after all.* *So now we are seeing a pattern of delays, excuses and overbooking issues by AA and enough boarding passes to choke a horse. *One mother and daughter team got so sick of waiting with all the attitudes and many standbys that they actually drove from NC to Stoneham, Mass. That’s an ** hr drive.*I also belong to a website for SXM(St Maarten) and I could not believe that two of the passengers on my flight from SXM was also part of that airport nightmare and announced his story to the millions of subscribers warning them to never use AA again. I’m not sure you realize the depth of this post and what it will eventually do to AA business to St Maarten.*When we arrived home, while viewing my FB page, I read that our friend and her mom recently was delayed in NC. WHAT IS GOING ON WITH AMERICAN AIRLINES?* *We sure want you to know, loud and clear that this was totally unacceptable and we are looking for a credit on the seats that we paid for ( $**.**) as well as some restitution for a future flight for my husband and I. This was not a very good ending to a beautiful celebration. It was horrendous! I also had to miss one day of work on Monday April **th. My plans to arrive in the USA on Saturday evening should have been sufficient time to prepare for the work week ahead. Instead, I lost * day worth of vacation (*) hours for a future vacation . Not what we had planned!* *I am all for giving businesses a second chance, and would like AA to make good on this situation. PROVE to us passengers that YOU DO CARE for our business and that there will be an apology and ticket vouchers for us to come back to AA. I want to be that person that can go back on the website for SXM people and let them know how you made this up to us.* * *In addition, I am looking to see some sort of action to prevent this from happening over and over and over to all passengers that come through Charlotte. Seems it is a major issue for connecting flights from what we have witnessed and also heard from other friends and family members and especially if you are providing hotels for numerous people and also giving out $*** ticket vouchers.* *We are hoping this gets to the top of the AA food chain as clearly there are problems within this airline that need addressing and to be corrected. Please make AMERICAN AIRLINES great again! They should be the BEST airline! NOT THE WORST!**NOTE: **The several boarding passes I would have liked to attach are available on request and I will communicate via email.**I prefer to be contacted through email which I have provided in the form.* *Waiting for your comments and or communication for a positive resolution.* *Thank you!
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