American Airlines Customer Service Issues

Hello, I need to confirm that my flight and my two sons' flights are all booked, paid for, and ready for tomorrow. Unfortunately, when they tried to board their flight to Cabo from OKC airport, they were told their booking was canceled without prior notice, causing a lot of issues. The two record locators are VNASKW and VMEIJI. I attempted to call the numbers from Mexico, but none of the calls went through. Thank you, Russ.

Regarding my June 9 flight [redacted] from LaGuardia to Charlotte with a connection to flight [redacted] to San Antonio, I experienced multiple issues. Upon boarding, I was told to check my carry-on, but noticed inconsistency with others who were allowed to keep theirs. The flight was delayed multiple times due to a lithium battery issue followed by conflicting reasons like weather in Charlotte and air traffic. Communication from the crew was disorganized and inaccurate, causing frustration among passengers. An incident regarding the heat and conflicting instructions for passengers wanting to deplane led to chaos and confusion. Despite efforts to make connecting flights, I missed mine due to lack of clear instructions and felt disregarded by the crew when seeking assistance. Despite a 6+ hour delay, I was denied any compensation or assistance, forcing me to spend the night at the airport without my necessary medication and limited food options.

We decided to treat ourselves and reserved first-class tickets for a round trip, flying from IND to LIH. Unfortunately, there was a significant delay (6 hours!) on the second leg of our outbound flight from ORD to HNL, causing us to almost miss our connection to LIH. Despite my health issues, we rushed through two ORD terminals and barely caught a United flight to HNL in coach. Upon arrival in HNL, we missed our original flight to LIH, as our tickets had been somehow cancelled during the rebooking process in ORD. After a long wait, Hawaiian Airlines staff resolved the ticket issue, booking us on the last flight to LIH in coach. Adding to the ordeal, our checked luggage arrived in LIH the next day, requiring us to make a lengthy drive to retrieve it. We kindly request a refund for the fare difference between first class and coach, along with additional compensation for the stress endured. Our booking's record locator code is TOOYEZ, and the outbound flight was on May 28th.

The first name on a purchased ticket may be incorrect. It is for my daughter-in-law who recently changed her name to Mary after becoming a citizen, but her passport has not been updated yet. Her Chinese name is Yuezhu, which is on her driver's license. I am unsure if her passport will arrive before our July 5 flight from John Wayne Airport for my wife's father's funeral. The ticket is under the name Mary Storm. The Record Locator number is CPJFEZ, which includes tickets for Caleb Storm and Mary Storm. I am ROn Storm, and my contact number is [redacted]. Your assistance is greatly appreciated.

While traveling to Dallas/Fort Worth last night (June 13), upon landing around 10:30 p.m., I received a notification that my connecting flight to Colorado Springs had been canceled without any explanation. The staff member, Anthony, at the AA check-in counter was unhelpful and impolite. Despite no local accommodations being available, I was issued a ticket for a flight to Denver the next morning even though I do not reside there. After a difficult night at the airport with no access to food or drink, I learned the Denver flight was overbooked, causing additional stress. Despite eventually boarding, my luggage was misplaced. This resulted in me having to rent a car for $[redacted] plus a $[redacted] deposit to reach my original destination of Colorado Springs. I am now facing financial strain and frustration due to this entire ordeal. I am seeking reimbursement for the rental car expenses incurred and compensation for the distress caused by this experience. Waiting 60 days for a response is unreasonable. My original ticket number on June 13 was AA2638 V and today's ticket is AA2218 Y for June 14. I can provide the rental car transaction details upon request. - Craig T. [redacted] [redacted]

My flight got canceled, and American Airlines provided a new flight time, which I confirmed. However, two hours before the flight, I realized it wasn't processed. Despite numerous attempts, I couldn't reach anyone at American Airlines. After contacting a local representative, they indicated an $88 fee was required to change the flight. I accepted, but now they claim my credit card isn't working, although it is fine. They also asked for a picture of my driver's license, which seems suspicious. If the fee is valid, I need a direct number to verify and pay. American Airlines' previous call had a 4-hour response time but only returned it at 12:47 AM, and the automated system put me on hold again.

I have been on hold with customer service for over 4.5 hours. My flight on Sept 1, [redacted], to Marquette, MI, returning to Little Rock, AR on Sept 7, was canceled. I received the notification via email, but I am unable to reach anyone for assistance. I purchased the ticket in December [redacted]. I can be reached at [redacted] or [redacted]. It's crucial for me to attend my daughter's wedding, and I hope to reschedule without additional costs. Please reach out to me as soon as possible.

Due to a situation with an AA airline employee, a 26-minute layover turned into a 12-hour ordeal. The flight got in significantly late, causing a domino effect of problems. This delay led to extra transportation costs, medical appointments being canceled with no availability until August, resulting in the need to purchase another round-trip ticket. The extended wait caused extreme stress, exhaustion, pain, and discomfort, especially considering the lack of comfortable seating or accommodations for such an extended period. Additionally, the "$12 food voucher" provided, at a rate of $1 per hour, fell far short of covering the cost of a meal at the airport, adding to the frustration of the situation.

Upon arriving at the airport yesterday, I realized that my Booking.com reservations had me departing from Jacksonville, NC instead of my home in Jacksonville, FL. I had to pay $[redacted] to American Airlines to catch a flight to Charlotte and then to Bradley Airport (Hartford). As an AA Advantage member, I need to change the last leg of my return flight on Sunday, June 20 to go to Jacksonville International Airport. I'm willing to pay the necessary fees to American Airlines, as I no longer wish to work with Booking.com due to their unhelpful customer service. Please call me at your earliest convenience; I would prefer to speak with a customer service representative. Being on hold for hours is putting a damper on my travel experience. Thank you.

I needed wheelchair assistance on a recent flight on 6-16-21. However, upon arrival in Dallas for my connecting flight, no wheelchair aid was available. After multiple failed attempts for assistance, a gate assistant helped me to another gate where she found an empty wheelchair and pushed me to the rail car. I was anxious about using the train and potentially missing my connection. Luckily, a wheelchair attendant on the train guided me to a waiting area and then assisted me to my connecting flight. The experience caused unnecessary physical strain and emotional stress. I can be reached at [redacted]. Thank you. - Emma Jean Burgin

Dear all, I have a reservation to travel from Evansville to Panama on July 17th and then from Panama to Caracas the following day with Copa Airlines. I kindly ask in advance for my checked bag in Evansville to be transferred to Copa Airlines flight CM223. During my recent trip to the US from Caracas through Copa Airlines and then United Airlines, I faced significant frustration as my bags were not transferred promptly. It took a week to retrieve them in New York instead of my destination. I hope to avoid a similar situation and ensure my bags arrive in Caracas with me. With no Panama visa, I prefer not to go through immigration, customs, Covid-19 testing, and quarantine unnecessarily. My visit to the US is to see my ill father, who suffered three strokes in March. It is crucial to me to make this journey back smoothly, considering the risks associated with Covid-19. Your assistance in this matter would be greatly appreciated. Thank you, Deepa Dutt

Hello, I recently made a flight booking from Frankfurt, Germany to Dallas and then to Fort Myers, Florida, USA with the booking ID [redacted]. I was under the impression that the travel restrictions would be lifted by June 12, [redacted], based on information from our foreign office. Despite multiple attempts to reach American Airlines by phone for confirmation, I was unable to get through due to extended waiting times. After seeking advice from another travel agency at the airport, I proceeded with preparations for my trip including a negative Covid test, ESTA visa, and booking a rental car to reach Frankfurt for check-in. Unfortunately, upon arrival, I was informed that I couldn't travel as planned due to ongoing travel restrictions. Disappointed by this turn of events, I have now reached out to visa inquiries for a potential national interest exception. In light of these circumstances, I kindly request written confirmation from you to reschedule my flight within the next 4 weeks. Once I receive my visa, I will provide you with the updated details for my flight, and request the issuance of round-trip tickets from Frankfurt to Fort Myers and back. Thank you for your attention and assistance.

My spouse and I flew on July 28, [redacted], from Dallas to MSP at 9:54 a.m. Our return was scheduled for 8/4/[redacted] at 5:04 a.m. Unfortunately, we were exposed to COVID during our trip and chose to drive back as a precaution. We tested negative upon returning home. Despite not having the flight numbers or ticket information, we were informed we would receive credit for the unused portion of our ticket. However, upon trying to rebook a trip recently, I discovered my AA account had been cancelled, resulting in a loss of accumulated miles. After a lengthy wait on the phone, a representative promised a call-back within 6 hours but only reached out after 8 hours, then abruptly ended the call. Following multiple unsuccessful attempts to resolve the situation, I was advised to visit in person for assistance. Unfortunately, each attempt led to being disconnected after significant wait times. I am eager to resolve this issue and attain the promised trip credit. Your attention to this matter would be greatly appreciated.

I need to change one of my flights next week, but I'm facing technical difficulties on the website. After numerous unsuccessful attempts, I tried calling customer service. However, after long wait times, I got disconnected multiple times. The chat feature wasn't available either. I am frustrated as I simply want to change my departure date to plan my trip. The errors in the itinerary concerning me. Despite previously good experiences with AA, I am disappointed by the current lack of customer support.

I would like to share our family's experience on flight [redacted] at 12:35 am on June 14th with this airline. It was our first time flying with them. Our trip was to celebrate my 40th birthday along with my cousin's 12th birthday. These were the events: 1. Unable to check in online with AA, violating safety norms and putting passengers at health risk. 2. Required to fill out the Verifly app, yet had to repeat the process on paper at the airport, questioning the app's purpose. 3. Boarded at 11:30 pm, flight canceled at 3:30 am, causing inconvenience through immigration again with minimal airline staff offering poor service and misinformation. 4. Purchased 5 tickets through Copa Airlines at approximately [redacted] USD each, allowing us to reach our final destination in NYC at 2 am on June 15th, after a day lost on vacation. Disappointed and tired, we found this to be the worst experience with AA, making it hard for us to consider future trips with them or recommend them. We request a refund of [redacted] USD per person for the inconvenience we faced due to their cancelled flight.

My flight back from Atlanta was terrible. They redirected us around the Bahamas due to bad weather, causing a 30-minute delay in Miami. Arriving at the gate 10 minutes before departure, I found it closed with nobody there, and the plane had left 5 minutes early, leaving four of us stranded. After waiting for over 2 hours with only one person at the desk, I was rebooked for the next day. In Miami, the flight to Dallas had equipment issues after sitting on the runway and had to return to the gate. We were then moved to another gate, where we waited for hours to be informed that the plane was inoperable. Eventually, we were placed on a second aircraft that flew us to San Diego. I reached home 27 hours later than planned, causing me to lose wages and time. I am extremely dissatisfied with the treatment I received during this ordeal. My itinerary code is EHIFVI.

I had to cancel my Thanksgiving trip from PHX to LGB due to COVID19. I rescheduled it for July 2-5 but can't find the details. I also booked a trip from PHX to SAT in August. Both trips were booked on the same day. The bookings were made for Aaron S. and Dawn W. My boyfriend's mom, Vivian S., purchased the tickets over the phone because I was unsure how to use the credit online. In case I provided a different email, it could be [redacted] The cancelled Thanksgiving trip had the itinerary number [redacted][redacted] with confirmation JVBZS. Thank you, Dawn.

I upgraded seats for my sister and myself to first class on Wednesday, June 17, [redacted], using my credit card. However, upon arrival at SBN, I discovered that only one first class seat was assigned instead of the two I had paid for. As my sister requires special care due to illness, I gave her the first class seat while I ended up seated far away in row 25. This caused worry throughout the flight. For my return journey from LAX to SBN on July 7, [redacted], I am requesting a first class ticket. My sister will have a separate booking. I hope to discuss these matters further over the phone with a representative. Thank you. - Janice B.

Hello, I have a trip planned to Phoenix, Arizona from Frankfurt on July 6th to see my daughter, who is both a US and German citizen. I previously lived in the US for 30 years but have since returned to Europe. I possess a Greencard that expired in July [redacted], which I chose not to renew upon returning to Europe in December [redacted]. I am traveling under the exception of being the parent of a minor who is a US citizen, my daughter, who is under 21 and unmarried. The US Immigration website advises me to contact my airline regarding boarding requirements and needed documentation to prove my relationship with my daughter. I have my original birth certificate, a copy of my daughter's US passport, and a letter from Social Security confirming her US address. Additionally, I have received ESTA approval and made the necessary payment. Kindly verify if these documents are adequate for my trip, as it is approaching soon. Thank you, Christine M. Mettler

I am inquiring about the disappearance of my AAdvantage account and require assistance with its restoration. I encountered difficulty logging in using my provided credentials and did not receive an email after requesting a new password. Despite attempting to answer security questions, such as birth year, birth city, and high school, my responses were deemed incorrect. After contacting the helpline and being given a callback slot for 3 hours later, I found myself waiting endlessly on hold even after confirming my presence. Frustrated after 20 minutes, I abandoned the call and sought assistance here. It is worth noting that my AAdvantage dining program still functions with a separate login, raising concerns about the whereabouts of the accumulated miles if not linked to my primary account. I initially enrolled in the dining program to ensure the activity maintained the vitality of my main account.