American Airlines Customer Service Issues

There is a delay on flight [redacted] from Dallas to South Bend. This is challenging for me as my companion has Dementia and finds it hard to cope with the stress of Covid regulations, schedule changes, and others' actions. While he is currently managing, I can't continuously adapt plans and expect him to adjust effortlessly. His disorientation and memory problems cause frustration if he forgets I went to the restroom. I need to keep track of our bags, making the situation even more challenging.

While checking in for his flight, my 18-year-old son mistakenly upgraded his seat due to a misleading message about only one seat being left. He paid $[redacted] for the upgrade, thinking he would otherwise miss his flight. Despite trying to undo the mistake within 15 minutes and being directed by American Airlines customer service and gate agents, we were unable to get a refund. The link provided for refunds was broken, and subsequent attempts to resolve the issue were met with refusal. The experience left us feeling frustrated and taken advantage of by what seems like a tactic to generate revenue by preying on inexperienced travelers.

Hello! In November, I purchased tickets for my college kids to return to school after the break - bus tickets for Christmas and plane tickets for their flight back. Unfortunately, their bus broke down, and they had to drive home instead of taking the bus. Recently, I received an email reminding me about their upcoming flight back to school, but now they have their car with them, so flying back no longer makes sense. The cancellation fee for the plane tickets is $[redacted] each, more than what I paid for the tickets ($[redacted] each). I understand the high demand for flights now given the cancellations. Would it be possible to cancel the tickets and get a refund? This would benefit both American Airlines and me. Thank you. - S. Bryan

I am reaching out to request the cancellation of our flight on Sunday, January 9, [redacted], to PVR and the return flight on January 23rd to DSM due to a recent death in our family. Our record locator is ILDVLZ, and the passengers are George and Janene Noble. We are disappointed about the cancellation and have purchased trip insurance through Allianz. They suggested checking if our flight miles could be reinstated or if we could be credited for the money spent. We are aware that our flight miles were previously extended due to Covid and are now at risk of expiring. George Noble's number is #0TM56E4, and Janene Noble's number is #9LU62E0. We had paid $[redacted].16 for the tickets. We appreciate any assistance you can provide in this matter. Thank you for your help. Sincerely, Janene Noble

We had originally purchased tickets for a trip to San Diego in July [redacted], which was rescheduled to October [redacted] due to Covid-19, and then ultimately cancelled indefinitely. When we cancelled the October [redacted] trip, we were assured that our travel credit would be available for use in the future. However, we recently discovered that there was a time limit on the credit, necessitating us to rebook before March [redacted]. We rescheduled our trip to San Diego for February [redacted] before the deadline. Given the renewed concerns about rising Covid-19 cases and flight cancellations, we are considering cancelling our trip altogether. We noticed that there is an option for a gift card refund on the website, which we would prefer as it would allow us to revisit our travel plans once the pandemic situation improves. Our initial booking was made in early [redacted], before the pandemic impact began.

My luggage went missing during my flight from Austin to Dallas to Calgary, Canada. I have the bag tag numbers. I've been attempting to contact American Airlines customer service over the phone, but the wait times are excessive, over 5 hours, and the call always disconnects. I have made 3 unsuccessful attempts, totaling over 10 hours on hold, without speaking to a person. I'm eager to find my bags and have them sent to Calgary, Canada.

My name is Tarek Metwalli, passport number [redacted]5. I flew with American Airlines to Orlando on November 16, [redacted], on a roundtrip ticket booked through a travel agency. Unfortunately, I had to return to Israel earlier than planned due to my father's passing on November 24. I need to confirm if my ticket was changeable and the cost of booking an immediate return ticket for the flight back to Israel. I want to review all details as the travel agency may have overcharged me. Please provide information on the reservation, departure and arrival costs, and any additional charges. I can provide my ticket, PNR, and passport copy for further assistance.

Upon traveling from ORF to LAX on American Airlines on January 3rd, I transported my husband's surfboards in a specially designed case to ensure their protection. Upon arrival, the bags were significantly delayed, causing an inconvenience to my son who was waiting for me. Due to fatigue and the boards not belonging to me, I did not inspect the damage until January 5th. Unfortunately, upon examination, I found the surfboards in irreparable condition. The longboard had been snapped in two, and the smaller board was also severely damaged, rendering both unusable. These durable boards, intended for riders over [redacted] pounds, should not have sustained such extreme damage without significant mishandling. The total value of the boards is $[redacted], and my husband now faces the additional cost of purchasing new ones in California, likely totaling around $[redacted]. This unexpected expense and the loss of enjoyable vacation time have been disappointing due to the mishandling by American Airlines baggage staff. We are seeking financial compensation to help offset the costs incurred from this unfortunate situation.

I have been in Alaska since 11/11/21 to support my mother after her knee surgery on 11/15/21. I was supposed to return to Lafayette, Louisiana on 12/28/21, but my flight got canceled due to staffing issues related to the omicron variant. With widespread weather delays, I am struggling to find my original travel documents with the confirmation code needed for online services. Traveler: Melissa Miguez Departure: 11/11/21 from Lafayette, Louisiana to Anchorage, Alaska Return: 12/28/21 from Anchorage, Alaska to Lafayette, Louisiana Please assist me in finding my itinerary and contact me via email at [redacted] regarding rebooking options. I am eagerly awaiting your response. Thank you, Melissa Miguez

I need to arrange a one-way flight from Little Rock National Airport (LIT) to San Diego International Airport (SAN) using my credit card. Despite being fully vaccinated with the Pfizer vaccines and the booster, I had to cancel my trip due to Covid-19. I tested negative on the booster. I must reach California to visit my son in the Marines. For the return leg, I will have to use United Airlines as I have credit with them. Travelocity initially booked my trip and just informed me that they can no longer access my account with American Airlines. - Stephanie F.

We flew back from Monterrey, Mexico yesterday, but unfortunately, one of our bags didn't make it. We were assured it would arrive today, but when I checked with AA Baggage in Memphis this morning, they said it wouldn't be here until tomorrow. The lady I spoke to was quite rude when I mentioned we were promised it would be delivered today, and she just said it was out of her hands. Being told to buy new clothes if we need them after spending $[redacted] with AA is frustrating. I feel like once you have our money, customer care goes out the window.

On January 9, [redacted], I was heading to Texas to catch a connecting flight to Jamaica. Arriving at Harry Reid Airport nearly 3 hours early, I encountered a lengthy line. Close to 4 o'clock, an agent instructed a new line for international flights, causing confusion as passengers from later flights joined in. Despite my 5 p.m. flight urgency, I was advised to wait by an agent until around 4:20 when they began calling for 5 p.m. flights, allowing me to proceed and barely make it in time for boarding at my age of 65. The lack of staff and malfunctioning ticket-printing machines made the process even more challenging. In the future, I hope they prioritize passengers based on their flight times to avoid such chaos for those with earlier departures. Thank you.

My flight from El Paso at 8:30 a.m. to Dallas got delayed as it took longer for many passengers ahead of me, and my flight needed to be rebooked. I was given a flight for 11:45 a.m., but there were no available seats, so I had to be rescheduled for around 4:25 p.m. The final flight worked out, and I landed in Dallas at 7:30 p.m. I had to spend 20 hours at the airport without any food because everything was closed with no staff around. I was only able to continue my journey on December 17th to Frankfurt, arriving on December 18th. Additionally, three Christmas gifts were missing, two arrived on December 25th, and one is still being searched for, valued at $55. Planning to fly again in the spring and hoping for a smoother experience. Thank you, Claudia Linn. My email is [redacted]

I am reaching out about my silver 13-inch MacBook Air with macOS 11.3.1, enclosed in a dark navy blue InCase soft case, which I unfortunately left on American Airlines flight #[redacted] under Seat 7A while connecting through Charlotte Douglas International Airport on 12/30/21. Identified loss item: [redacted]1. Despite the American Airlines gate agents confirming that they located my laptop associated with my seat, there was not enough time for me to retrieve it before my connecting flight departed. I was directed to file a Lost & Found claim online with the expectation it would be handled promptly, akin to lost baggage procedures. However, I was dismayed to receive an email from chargerback on 1/4/22 indicating that they had not yet located my laptop. The lack of a direct point of contact to address my urgent need for my laptop, holding crucial data and software, is deeply frustrating. I anticipate that my laptop is with American Airlines L&F at CLT and may be en route to AA's central processing center in DFW. I am eager for a swift resolution to this situation, particularly since it has been confirmed that my laptop was retrieved by American Airlines staff. I am awaiting updates on the return process.

Hello, my name is Dorothy Beshara. I purchased a ticket in January from Hartford, Connecticut to Charlotte. I was charged an additional $[redacted], and after inquiring, I was informed that my flight date was changed from January 20, [redacted], to January 22, [redacted]. I altered the date on the same day as my booking due to unsuitable flight times given by the agent. I did not request any further changes, so I am disputing the additional charges. My travel experience turned into a nightmare in Charlotte during my layover to Daytona Beach, Florida, as my connecting flight was continuously canceled. After waiting for an hour in line, I managed to secure another flight at 4:34 pm, which was also eventually canceled. Subsequent attempts led to a flight at 6:15 pm, but it faced pilot unavailability. Thankfully, the flight was salvaged by quick action from the crew. I am requesting a refund of the $[redacted], sincerely Dorothy Beshara. Email: [redacted] Phone: [redacted]. Ticket Code: DYSAZE, January 22, [redacted], Hartford, CT, to Charlotte, then to Daytona Beach, FL.

Dear Concerned Party, I had planned a cruise and booked round trips with American Airlines, where I paid to upgrade my seats due to being tall. My ticket locator number is ISDDEI; however, when I received the credit for the upgrade, the additional money I spent was not included. After contacting your 8—number, I was advised to reach out to corporate for resolution. Due to Covid and my COPD condition, my physician recommended against travel, leading to the cancellation of my trip. I am open to receiving the refund in the form of a travel voucher if that would be simpler. I appreciate your assistance and understanding in this matter. Thank you, Sanford E Cohen [redacted] [redacted]

I recently booked flight [redacted] from DFW to HSV this morning and paid for the ticket. I received confirmation emails, including wheelchair assistance, but I am still waiting for the ticket confirmation. Upon contacting customer service, they informed me I needed to pay an additional $75. I feel frustrated as I don't have the ticket number. If this isn't resolved within the hour and my ticket isn't emailed to me, I will request American Express to not honor the charge. I might also seek legal advice on this matter. Being 82 years old with mobility issues, I urgently need to travel to Alabama on Monday. The lack of a ticket number has made it difficult to seek assistance or refunds. I hope for a prompt resolution to this issue. Thank you, Nora V.

We are currently in an area expecting blizzard-like conditions and need to adjust our flights. However, we encountered difficulties making changes on the AA.com website as it displayed an error message stating the flights were not found, despite them being available. Subsequently, we contacted the 1-[redacted] number but experienced high call volumes which led to GetHuman assisting with the call. Unfortunately, the call was disconnected when GetHuman attempted to connect us with an agent, prolonging our time on hold. After being on hold for approximately 1.5 hours, the call disconnected, and the wait time then increased to 4 hours. We are still waiting and urgently need to modify our flights due to the impending blizzard conditions jeopardizing our trip back home. Kindly assist us in changing our flights. Thank you for your help. [redacted].

Hello, I recently realized that I received an email on October 27, [redacted], stating I have until 1/31/22 to book a flight using credits from a [redacted] purchase to attend the Masters in Augusta, Georgia, which was canceled due to the pandemic. As a 76-year-old with limited travel capabilities amid Covid, I kindly request an extension to utilize the credits or a refund. My confirmation codes are KGGWLX and SMWHOJ. I was keen on flying between Seattle and Phoenix, but your flight options are fewer than Alaska's. Please contact me at [redacted] after emailing me to identify the caller. Thank you in advance. Bob G.

We rescheduled our flight from Indianapolis to Mumbai due to a severe winter storm, moving it from 4th Feb [redacted] to 8th Feb [redacted]. The reference numbers for American Airlines and Etihad Airways are VCXCVS and LFMACM, respectively. We've received a confirmation email from Etihad Airways for all three flights and can view the details on their website. However, the first leg of our trip from Indianapolis to New York with American Airlines isn't showing on your website, even though the following legs are visible. We've tried contacting you on the toll-free number without success. We need to know when the missing flight information will be updated on your website so we can proceed with our rescheduled journey on 8th Feb [redacted] from Indianapolis to Mumbai.