I would like to file a formal complaint about the airline and how I was humiliated, ins...

GetHuman3238038's customer service issue with American Airlines from July 2019

Help with my American Airlines issue
The issue in GetHuman3238038's own words
I would like to file a formal complaint about the airline and how I was humiliated, insulted and made to feel like a criminal at TRI-CiTIES Airport in Bristol, Tennessee. I was told that items greater than * ounces were not allowed in my carry on bag. * of the plane that items were removed from my bag were my facial moisturizer and a special cream that my doctor prescribed for me. The moisturizer was exactly * ounces and the cream prescribed by my doctor was *.* ounces. These and a few other items were removed from my carry on bag and I was tol that I could either surrender them and get on my plane or go back to the ticket agent and put them in my checked luggage. I informed them that my luggage had been on the plane for ** minutes. When I got back to the ticket agent, he had already gone behind the door behind the counter. Another airline agent knocked on his door and when he came out I was informed that my checked luggage was already on the plane and I had missed my flight. I scheduled another flight for the next day with nothing to wear except the clothes I was wearing. My makeup, toiletries, toothbrush and toothpaste we’re also in my luggage. I called American Airlines and was informed that it wasn’t the airline but TSA. I was given a phone number for TSA and when I dial it I get American Airlines, not TSA. The next day I went back to the airport which is a small airport out in the middle of nowhere, went through security the *nd time and after them making me pull up my shirt to see what showed up on the x-ray, it was a metal button and zipper on my jeans. However, the day before I had the same thing happen and was patted down from my neck to my feet. Once I boarded the American Eagle with a connection in Charlotte, North Carolina we were told by the pilot that we would be experiencing some turbulence because of thunderstorms but he was going to attempt to fly around then. We arrived in Charlotte in ** minutes and were told that the ramp could not be put up to the door of the airplane because of lightning. We were on the ground approximately * hours and finally the captain announced that the plane would have to be towed to the terminal. When we got off the plane I expected our carry on bags to be inside the terminal. Once inside I was informed that our carry ons were outside by the plane. A few of attempted to go outside to get our carry ons and were told repeatedly that we could not go back out or cross a certain line. A gentleman from baggage came inside and told us that he would hold up unclaimed bags to the window and wet could tell him which were ours. Every time we started to the window an American Airline agent would rudely tell us to stay behind the line. By the time I finally got my bag and went to the concourse and gate number on my ticket there was no one there. Someone finally came out and told me that the concourse and gate number had been changed. I literally ran for a mile or more to the concourse and gate number only to find a very long line of people waiting to board. I went around them and went up to the counter to receive a different ticket. Then I was asked what I planned to do with my carry on bag. I told them that I would put it in the overhead compartment. I was told that all the space in the overhead compartments were full. Again, I had to check my carry on bag. After that there was an announcement that all carry on bags had to be searched. I did all of this, went to the ladies room, purchased a Sprite at a newsstand and waited for my group to board. My seat was again in the middle and was the last row of the plane against the wall, so I couldn’t put my headrest back to get comfortable. We arrived in Palm Beach and I was the last one off the plane. I expected my carry on to be just outside the walkway. When it wasn’t I asked the attendant where it was, and was told that it was at baggage claim. I literally had to run to catch-up with the other passengers so I would know where to go to pick up my bag. With all the running I had to do in each airport I must have run at least * miles or more. Bottom line is I was supposed to arrive home Wednesday night and I didn’t arrive home until the early hours of Friday morning. I called American Airlines the day I missed my flight and was told that it was TSA and not them. It wasn’t TSA that kept us on the ground in Charlotte or changed my concourse and gate number. If this is indicative of how you run your airline i will choose another airline the next time I visit my family. I would appreciate a response by telephone. My phone number is (***) ***-****. I would also like the correct phone number for TSA and the phone number for TRI-Cities. I have been calling for days and get an answering machine with messages that do not pertain to my reason for calling. If I don’t get a response in a timely manner I will go on Facebook and tell everyone exactly how American Airlines treats their customers.

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American Airlines

Customer service issue
Reported by GetHuman3238038
Jul 12th, 2019 - 4 years ago
Seen by 30 customers so far
Similar issue to 12659 others
0 customers following this
Items needed
Flight Number
Confirmation Number
Ticket Number
Email on Order
Phone Number on Order
Name of Passengers
Home Address
Date of Birth


GetHuman3238038 started working on this issue
Jul 12th, 2019 8:15pm
GetHuman3238038 confirmed the issue is fixed. Hooray!
Jul 13th, 2019 12:56am
GetHuman3238038 indicated the issue is not fixed yet.
Jul 13th, 2019 12:56am
GetHuman3238038 confirmed the issue is fixed. Hooray!
Jul 21st, 2019 8:37pm