American Airlines Customer Service Issues

I had an unpleasant experience with American Airlines on 7/18-7/19. My flight from LAX to PHX was delayed due to an issue with a passenger, causing me to miss my connecting flight [redacted] to DFW. I had to wait overnight at the airport for the next flight, which left me without hotel accommodations or reimbursement. When I finally arrived in DFW, my bags were misdirected multiple times, leading to hours of waiting and lack of assistance from customer service. The overall lack of communication and poor customer service have left me extremely frustrated. I feel that I should be compensated for the inconvenience and stress caused by this experience.

Please assist me with fixing my flight ticket for this upcoming Saturday, July 24th. My name is Willie Flemming, and my ticket number is #[redacted][redacted]. My cousin, S. Turner, booked the ticket, and she has not received a refund for the purchase. The email instructs to call to reschedule the flight for a later date. You can reach her at [redacted] or at [redacted]. You can contact me at [redacted] or [redacted] I have a flight leaving from O'Hare airport on Saturday. Additionally, my cousin should receive a complimentary ticket for her son's upcoming birthday trip to Arizona this weekend. I apologize for any previous issues and appreciate your service and business. Thank you.

I booked Flight [redacted] for my family. Upon arrival at Indianapolis Airport, they were told it was too late to check one bag under the plane despite still having time to board. They were then switched to a standby flight to Dallas with a guaranteed spot on the 9:30 flight the next morning if they didn't board. I am confused as to why they weren't given the option to put the bag on another flight and board the original one. Now, three adults and three young children may have to stay overnight in Dallas without credit cards. A hotel would be appreciated. I paid $[redacted] for this trip to reunite my family, and this situation could have been easily resolved by allowing them on the plane and sending the bag on a different flight. Please assist. [redacted]

My family arrived at Dallas airport this morning (7/27) from Harrisburg on our way to Salt Lake City. We were informed upon arrival that our flight had been canceled without clear reason, which led to a frustrating customer service experience. After waiting in line for nearly two hours, we managed to reschedule for a flight the following day, 7/28, at 7:00 am, though we had multiple bookings to rearrange. The American Airlines customer service representative advised us that our checked luggage should arrive in Salt Lake City either on the 5:31 pm or 7:30 pm flights. Opting to fly with United instead, we are concerned about the status of our luggage as it has not been updated on the app for the 5:31 pm flight. This disappointing experience with American Airlines is unfortunately not unfamiliar to us. We seek guidance on how to confirm the arrival of our luggage in Salt Lake City on 7/27. If not, we are also considering the possibility of having it delivered to our hotel at Yellowstone National Park.

I was on a flight from Charlotte, NC to Pittsburgh, PA on Sunday, 8/1/21 at 9:45 am, but we didn't take off until noon because they were short a stewardess. It was frustrating not to be informed earlier about the delay. Additionally, the airport was chaotic with no clear direction or assistance, making the experience worse. Despite booking early, my wife and I couldn't sit together initially, but the stewardess helped us find a solution. The lack of organization at the airport's desks and the crowded conditions added to the overall dissatisfaction of the trip. The loudspeaker repeatedly mentioned masks and social distancing, but the reality was far from it as we were packed tightly together. Overall, the experience was a disappointment and could have been handled better to avoid customer dissatisfaction.

Last Wednesday, my son David W. and his three children, aged 4, 8, and 10, visited us, their grandparents, flying with American Airlines. Unfortunately, their return flight from Phoenix to BNA at 6:35 PM was canceled. To avoid a lengthy trip with layovers, we ended up booking a new flight departing Phoenix at 7 AM, stopping briefly in DFW, and finally arriving in BNA at 2:45 PM. Considering my son's situation with three young children, we are worried about potential cancellations and being stranded at DFW. I initially paid for a direct flight to avoid these complications. With the current situation of frequent cancellations, we just hope for a smooth and guaranteed trip back home for David and the kids. Thank you for addressing our concerns.

Dear American Airlines Customer Relations, I had a challenging experience on my return trip from vacation on 7/26/[redacted] from Fort Myers, FL. There were two cancelled flights and a mishandled hotel reservation. We had to book our own hotel and purchase one-way tickets on Southwest to make it back on time for prior commitments. I need guidance on where to send my receipts to seek a refund for the additional flight cost and the hotel expenses. I kindly ask for assistance in resolving this matter promptly. I am not seeking any compensation beyond what is fair and necessary to address the situation. Thank you, Mike D. [redacted] AAdvantage# A63B094 Reference number: 1-[redacted]9

I recently flew with American Airlines and unfortunately, my suitcases were damaged during the trip. Upon arrival at PHX airport, I visited the luggage service center to seek assistance. The staff provided two options for resolution. The first was to exchange my damaged suitcases for older replacements on the spot. The second option involved documenting the issue and receiving a damaged baggage receipt to initiate communication with the company via email at [redacted] I sent an email detailing the problem on 8/2/[redacted] but have not received any response yet. I also submitted a report through www.aa.com/baggage with no avail. I urgently need to resolve this matter as I require my suitcases within the next two weeks. Please reach out to me promptly. Thank you.

During a recent flight from Dallas to Chicago, my daughter approached a flight attendant asking for a vomit bag due to sudden illness. Unfortunately, she fainted, fell to the floor, and sustained injuries upon hitting an armrest. After being rushed to the hospital upon landing, she has been dealing with migraines and fainting spells. Despite numerous attempts to reach out to American Airlines, including contacting the AA person who initiated contact, leaving voicemails, and writing emails, my husband and I have not received any response. We are struggling with mounting medical bills and are eager to resolve this situation with the airline, but have been unable to get anyone's attention so far.

I recently watched an interview about this airline that left me deeply concerned. The comments made by Mr. Ensly regarding employees and Covid-19 reminded me of historical atrocities. I believe he should be relieved of his position. The mandates being imposed on pilots and staff seem unjust and a violation of their Constitutional rights. I foresee legal action and believe the plaintiffs will prevail. As a result, I am advocating for a boycott against this airline. The actions taken by the board and investors are disappointing, as we are a country guided by the Constitution. Many Americans, including myself, are standing up against any form of communism. Despite the challenges ahead, I remain confident that the values of freedom and bravery will prevail. Let's all continue to educate ourselves and uphold the principles that define our nation. God bless America and all those who defend it. 🇺🇸🙏

Due to the issues with American Airlines, my family had a two-day travel ordeal. We experienced a 3-hour delay on the runway without food due to claimed bad weather, causing us to miss a connecting flight. This second delay was due to a lack of staff to connect the bridge at Dallas airport. The customer service wait time was over 3 hours, leaving us hungry and exhausted. We had to find our own hotel, spending $[redacted], and deal with seat mix-ups for our children. I am requesting reimbursement for the hotel cost and three flight vouchers within the United States as compensation for this dreadful experience.

I lost my phone on a flight from Richmond, VA to Charlotte, NC on August 8, [redacted]. A flight attendant found it and texted me from the phone, saying they left it with the gate agent in Charlotte. I filed a lost and found report on the same day with all the necessary phone identification. My ID # is [redacted]1. Now, I'm waiting to know the next steps to retrieve my phone. I believe the next step might involve connecting via email with someone to arrange the shipment of the phone to my home. I'm prepared and eager to get my phone back as soon as possible.

I arranged a trip for my husband to join his family following the passing of his uncle. We opted for a more convenient departure from a closer airport, a two-hour drive away. Sadly, the journey became a nightmare. Due to an incorrect gate number on his ticket, my husband missed his connection. Despite others facing the same issue, he wasn’t allowed on the plane and wasn't provided with a hotel voucher like other passengers. Instead, he was directed to sleep on benches. Now, on his way back through Dallas, he’s facing further delays due to weather. It has been impossible to reach out for assistance. We had to cover expenses for accommodations and food already, with more unexpected costs looming. The treatment he received from the staff, especially in comparison to a white couple, was unacceptable. This experience has left us feeling outraged and frustrated.

Good morning, I am currently trying to locate my baggage since Sunday, the 15th of August. This situation has been quite inconvenient, and unfortunately, I have not received any assistance since American Airlines canceled our flight unexpectedly. Our flight was scheduled for Sunday, the 15th from Miami International Airport, flight #AA [redacted] to Barbados. Traveling with four family members (Pestano Family) and 8 bags, we are unable to find any of our luggage. After a frustrating 8-hour wait in Miami and a rude encounter with an AA agent, we were rerouted to New York to reach Barbados two days later without our belongings. This has caused an issue as Barbados requires a negative PCR test upon entry. Despite paying $[redacted] USD for the test for our original travel date, we were informed we needed to redo the test and pay again due to the flight cancellation. Upon our arrival in NYC, there was no available option to get the PCR test within the timeframe needed. The agent booked us on a flight knowing this issue, and we were even asked to cover our own hotel expenses. Furthermore, we were switched to JetBlue for our final leg to Barbados, but they could not assist with our missing baggage due to the initial American Airlines travel. Spending over $[redacted] BDS for this trip, the lack of assistance and care from your representatives has been disappointing. I am seeking help in locating our luggage.

I was informed that my baggage is located at headquarters on shelf K24. I'm currently at the airport attempting to retrieve it, but the customer service agent advised me to call. Unfortunately, I've tried calling 22 times and keep getting disconnected after 30 seconds. When I called the direct number, they recognized my baggage claim number but asked me to file a new claim. At the counter, they mentioned I couldn't file a new claim as I already have one and they are supposed to deliver my bag. However, I'm struggling to reach someone to arrange the delivery. I was initially told it would be delivered, but now I'm being asked to pick it up at baggage D-31 in DFW. Even though I'm at the customer service in the baggage area, I can't seem to get any assistance. It has been over two weeks without my bag, and the situation is becoming frustrating. I am eager to know when my bag will be delivered to my home.

On August 14, [redacted], my son Clay experienced multiple flight cancellations with American Airlines. Initially scheduled on flight AA2325 from Charleston SC to DFW with a final destination of SLC, he faced delays and eventual cancellations. After being rebooked on AA1451 departing from Columbia SC the next day, we were disappointed by the lack of accommodations and transportation provided. The situation led to unexpected hotel reservations, cancellations, and significant stress for our family. As loyal American Airlines customers for over 20 years, we expect reimbursement for the rental car expense Clay incurred traveling from Charleston to Columbia, totaling over $[redacted]. Despite understanding airline challenges, this incident does not align with our previous positive experiences. We hope for a resolution that reflects the inconvenience caused. Respectfully, Andy Santoro/I and Susan Geisel

I am seeking a full refund for my sister Bonnie Slater’s trip to and from Hawaii due to miscommunication at the airport regarding COVID-19 testing requirements. An American Airlines staff member advised us that a negative test, even if not from an approved partner in Hawaii, would suffice for entry. Unfortunately, upon arrival, Bonnie was still quarantined despite presenting valid negative test results. She had to return to the U.S. prematurely as Hawaii authorities would not release her. This caused inconvenience and extra expenses for our trip. We request a refund for Bonnie’s travel expenses as a result of this situation. Thank you.

We booked a non-refundable round trip ticket for our son from Boston to DC using USAA credit card points for a family vacation. Due to a death in the Boston area, we had to postpone the trip, making the first leg of the ticket unnecessary. We contacted USAA's travel department, who initially assured us that our son could still use the return flight to get back to Boston. However, when it came time to use the return flight, we couldn't access it using the record locator provided. After spending a total of 6 hours on the phone with American Airlines and USAA, we were informed that missing any part of the round trip invalidated the entire ticket. We were left with the options of either buying a new ticket at full price or contacting our travel company. We reached out to USAA again and after a long wait, we were transferred to the travel department for further assistance.

My husband and I were supposed to fly from SGF to DFW on Flight [redacted] connecting to GRU on Tuesday, August 17. Unfortunately, our departure from SGF was delayed due to a ground stop, and upon arrival in DFW, we were informed that our flight had been canceled. Facing pouring rain and being in our 70s, with me having two cracked bones in my right arm from a recent fall, we opted to stay at a hotel near the airport for two nights. Since there was no available flight the next day, we had to extend our stay at the hotel, buy some clothes, and retake the COVID test due to the 72-hour rule, incurring costs of $[redacted] each. While we understand the storm was beyond the airline's control, the additional expenses due to the flight cancellation have significantly impacted us.

I'm seeking guidance from American Airlines regarding my canceled trip due to COVID. My record locator is ZOPKNK for a departure on May 19, [redacted], from LHR to COU via ORD. My return was scheduled for June 11, [redacted]. Following AA's notification of the cancellation, I've been monitoring the US travel and COVID guidelines closely, making re-booking unfeasible. Unfortunately, my purpose for traveling to the USA, to visit a friend in Missouri, is no longer feasible. Given these circumstances, along with the general restrictions due to COVID, I am inquiring about the possibility of a refund. I paid £[redacted].17 GBP in February [redacted]. I have always chosen AA (or BA) for my visits in the past. I eagerly await your response. Sincerely, Juliana Taylor. Any assistance on how to proceed would be greatly valued. Thank you.