Record locator IRHBGK. I am beyond upset with the customer service at the airport. Fir...

GetHuman3369174's Problem With a Flight issue with American Airlines from August 2019

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Flight Number, Confirmation Number, Ticket Number, Email on Order, Phone Number on Order, Name of Passengers, Home Address, and Date of Birth
Top Tip from another customer
You can use https://www.aa.com/contact/forms?topic=CR#/ to submit any issue you are having with American Airlines. If the issue has to do with someone on the flight please write down any details you can remember. American Airlines will most likely request back any documentation to help with your issue.
The issue in GetHuman3369174's own words
Record locator IRHBGK. I am beyond upset with the customer service at the airport. First of all, our flight was scheduled to take off at *:** am so we arrived at *:** am to check in. They said no it has been delayed until **:**. We sent an email to let you know. I said okay, but I only check my emails periodically, so I would have appreciated a text when it is something pertaining to my flight. I asked if I could check my luggage now, so I don’t have to drag it all back to the hotel and then drag it all back and was told NO. Went back to our hotel and had breakfast, came back to airport at *:** am. Tried to check in for our flight, but we were told we missed the cutoff and they couldn’t get our luggage on our flight so we would have to go on the next flight but there were only * seats available and the other * passengers would have to be on standby. And that if we couldn’t get on that flight, we would have to wait until the next day. I asked if we could take our luggage through security and gate check and was told no. So me and my husband figured out that the only way me and him and my * children would make it to Cancun on this day was to split up. Your employees never offered this. They just told us we would have to be split up and maybe * of us would arrive the next day. So me and my husband decided on our own to split up with me and the kids taking the original flight and him staying behind to take the next flight with stops, and our luggage. They sent him on an indirect route and also put him in coach even though we paid for first class. So now I’m asking the higher ups...is this your protocol for people who have been delayed for * hours, try to check their bags early, are told no, and then try to bag check * hour and ** minutes in advance? *Our entire cabin was barren. We had * people in our cabin and plenty of room for luggage!!! We could have brought ** bags with us to the gate and still had plenty of room. This was terribly upsetting for the start of our vacation and had my younger son in tears that we were all splitting up and couldn’t fly together. I would love to see information on your policies for delays and checking bags early and for checking bags * hour and ** minutes in advance being too LATE to make the plane. *Thank you, *Crystal Oweis

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American Airlines

Problem With a Flight issue
Reported by GetHuman3369174
Aug 5th, 2019 - 3 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 13258 others
0 customers following this

Timeline

GetHuman3369174 started working on this issue
Aug 5th, 2019 3:59am

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