Customer Service Scoreboard
This complaint is related to AA Advantage program. Attempting to use Air Miles to rent a car for 1 week through a partner Rocket Rental Card Rewards, it is expected that in addition to the air miles required a cost of anywhere from $3,000.00 to $9,000.00 with no cancellation. This can only be fraud. This cannot be legal, surely.
Worst experience, worst customer service, it is always a loss dealing with this beyond the stress and unprofessional resolutions! If hell was a company Amarican Airlines would be the headquarters! Even emailing the head of customer service [email protected] worked I can even imagine going thru those amateur crappy representatives! If apologies could pay for my loss caused by them that would be great, because this is the only thing you will get from them! Horrible, awful and regretful!
American Airlines is a total S*%t show! Connection missed because it took so long to deplane, got to gate 10 min before departure, but told I can't board with less than 15min prior! 10-12 people now all have to re-book, which is taking forever because only one person to help re-booking flights! Total joke-they should know when flights are landing and find a way to de-board people with connection first, allowing them to make their next flight! Also, could have easily accommodated the 10-12 people and allowed them to board the plane and avoiding 10-12 issues! Unbelievable, and the staff clearly doesn't care! Horrible experience!
My girlfriend and I where in Maryland trying to get back home to West Palm Beach. There was a connecting flight in Philadelphia. Our flight got delayed 3 times, to the point that we where not going to make our connecting flight and we would have had to stay one more night in Maryland. We spoke to the man at the customer service desk and he told us that there is a direct flight to Miami, and they can accommodate us with a ground transportation voucher to get back to west palm, and our luggage will be redirect to Miami as well. When we finally land in Miami, we wait an hour in line to talk to customer service and the lady there tells us that ground voucher do not exist, even though we have a documentation and form stating to ask for it there! Then we head downstairs to claim our luggage, notice it's not there, stand in line for another 30 mins, and come to find out its in Philadelphia. So we just paid $115 more in an uber ride to get back home with AA offering to do nothing to help.. WORST COMPANY EVER!
We understand delays and canceled flights in our current
2022 world . However , today's events were not acceptable.
Arrived at airport to discover our Flight Philadelphia to LAX # 1464 departure 1:55 was Canceled! We had purchased
First Class seats 3 months ago . AA put us on late afternoon flight in middle seats in economy !
Ticket counter attendees were extremely rude , unhelpful had zero customer service with out any "Sorry for inconvenience"
Not once !!! AA lounge refused to accommodate us
Wanted us to pay to sit in lounge. Lounge also had ZERO customer service no one stated "sorry is an inconvenience
for you both " All I really wanted was for ONE AA EMPLOYEE to acknowledge our dissatisfaction and disappointment.
I will have to rethink future flights with AA!
As a former Flight Attendant with TWA based in Boston
which later became AA .
This is quite disheartening!
No good impression at all. First, check my boarding pass from the system for 25min, said system has problem. Then charged 100dollar for just over 2pounds. Then the crew very rude said we are taking sweet time to pack our luggage which I only request to take one bag out of my luggage. Will never take this flight again, for sure.
I've been traveling American Airlines intermittently for the last two months. Had a four out of the five legs of my journeys, they either canceled or changed my flights to dates which I could not accommodate. One case they delayed my departure for two days. This is unacceptable. Tonight, while in Chicago, we were told that there was mechanical trouble but it was known since yesterday. Now at the final hour with a delayed flight departure time, they're finally getting a new plane. How is it that a new plane can certainly appear at a final hour when I have 24 hours to address it. This is icing on the cake. I only take American Airlines as a last resort. I feel their customer service for the consumer and keeping their word to flight times they have advertised is dismal. In fact, I feel in many cases it is a situation of bait and switch. How can a business advertise something and then change it when a consumer bought that ticket at that price, at that time, due to their ad. I realize there are many factors that will contribute to changes in flight status, but how can it be four out of five times. That's 80% of my travels with American. It appears to be quite high in my opinion. I don't know if any other business they can run with those kind of metrics and still surviving call them self a business.
I came in for bag drop at seatac. The line is easily 100xs longer than the other airlines. Walked by someone in the bag drop line at 418 am who was no where near the drop point said he had been here since 3 AM in the same line. Turns out ONLY 1 person managing the bag drop. This is absolutely unacceptable when I am looking at Alaska on one side and south west on the other and it's taking 15 minutes max for someone to drop off a bag. I will never fly this airline out of Seattle again.
This is the third time I have had issues with American Airlines in the last two months. I understand delays but it seems very strange that it is always a "maintenance" issue that seems to last long enough fir the next half full flight to depart. "Maintenance" seems to equate to profit would be better if we put both flights together.
First off our flight was delayed which lead to upset and tired kids. Finally, those with small children were asked to board the plane. We stood in line waiting for the plane to get delayed again. Finally when the first start boarding they let the first couple kids on and then they suddenly just stop. At this point our kid under 2 years old was crying and upset. We got to the front to be told they were not boarding kids anymore. A flight crew member then told us that he didn't call kids when clearly he did. He sat and lied to our face. We said to him then why did you let all the other kids in front of us in line board and he just ignored us. His name was Ancelot. He was so rude he pulled us out of the line and told us we can't board and that we'd have to wait. And continued to board everyone else. I don't know why he outed us like that but it was ridiculous. I will never fly American Airlines again. Horrible
Experience. Even other people on the flight were saying they couldn't believe they didn't let us board. Do better.
I was traveling from DFW to SeaTac on July 10, 2020, got lost and stepped up to an American Airlines Agent, after walking around for several minutes, I asked for a wheelchair assistance which was supposed to be part of my reservation I am a Disabled Veteran, He did not know where to send me for assistance, but he did check my bags Which I was grateful since at this point I was in pain. He the sent me to Gate A8, pain getting worse still received no assistance after several minutes of trying to get to A8, I finally get there just to be told I was at the wrong gate i was told that I needed to go to A20 in tears I told the agent I can't walk to A20 and that I was in pain,Finally the agent called for Wheel chair Assistance. I was taken to A20 and Dropped off. While I was being taken to A20 my assistant was stopped and asked to pick up someone else, I was dropped off with no further assistance with my Leg swollen and no further help, I was in group 8 seat 16E I was limping and in so much pain, I was in tears. When I get to SeaTac with no further help I arrive to pickup my luggage it's not there, again in so much pain, I waited, I asked the agent in baggage area if that was all the Luggage she replied yes I let her know that my baggage was not there and asked her what to do next, she told me that I need to go to baggage claim and that I had to wait because they were busy with the bags after waiting, I asked the other agent how much longer it would be and she told me that she would go now to help me it was one person ahead of me when the other Agent walked in with another Passenger that she walked over and helped her, it was finally my turn she was so RUDE. I finally got my bag the next day. What I experienced was/ is unacceptable. Hopefully I/or any Disabled Veteran will never have to go that again.
My teen age daughters both had carry on suit cases literally taken abruptly by attendant at boarding counter for them not being zipped( folding section). I stepped in to speak on their behalf. She said they are being checked and VERY AGGRESSIVELY ripped" them from my hands. I was not given the opportunity to simply zipper up the folding section. We were early in the boarding process, had plenty of time to do. There was a full flight and they said last section would need to check bags. Clearly taking advantage of teenagers not be comfortable speaking up. MY ZIPPER WAS NOT ZIPPED either as were numerous other passengers boarding with suitcases. I have flown in many airlines. WILL NOT FLY AMERICAN AGAIN if there is no Resolution to the unacceptable treatment given to my children and myself. VERY UPSETTING to all involved.
Worst travel experience ever and I have flown all around the world. Both planes on a simple two leg flight (aa0557 & aa1817) were broke down causing delays. The customer service and time spent screwing around caused me to be late getting to my wife. I assure you I will never fly your broke airline again and I hope you get your planes fixed before more people are fed up with your airline.
Our family of 5 was planning a trip to Key West in September for a long weekend. There was an Hurricane (Dorian) on the cost waffeling and could hit from either Key West to Miami and further north. SO with my wife, 2 daughters and grand daughter would be in Key West if the hurricane hit in the Keys. With the keys being so low in elevation to flooding and with the bridge cut off if it hits near the keys, Our family decided to cancel the trip. The hotel and the rental car accepted our cancelation with not issues and with full refund. Then American Airlines was the final call. Thinking the refund from American Airlines may not be a full refund, they would wave the change fees and then our family could make another decision when we all could look at our schedules. American refused any changes without a $250 dollar per ticket change. So my thoughts, American Airlines was more interested in selling a seat than the safety of its customers. Can not understand this issues. So it would be ok to put my family at risk even though Florida was asking for evacuation in that area. I think American Airlines owes people an apology when money is more important than lives!!
Anyone flying through American Airlines
Had a horrible experience. They cancel flights with zero notice. It's been 3 days and no luggage. Rude attendants. They keep saying they are have the bags on the next flight. Keep driving back and forth and no baggage. from the scale of 1-5 it's definitely a 0
do not recommend AA at all
I paid extra money for a tiny seat! Unbelievable. Also. The flight was delayed due to a water main break. Seriously. We were all boarded and then told this. Flight was to leave at 9:55. And I am still standing here at 11:00 I paid extra for more space but then find out the seat is smaller width wise. Talk me right out of flying American Airlines!
Waiting for flight 8:00am Gate D-41 MIA
Area is filthy. Carpets caked with dirt. Seating has torn fabric and frames have not been washed for some time. Glass is dirty. This isn't just a skipped cleaning. This is a serious lack of any concern to keep an area clean. Don't even want to put my bag down. Makes me think about canceling my AA credit card.
I am starting to wonder if AA is safe to fly. They cannot keep flights on time, fail to have crews ready, and frequently do not publish the resulting delays or cancellations until passengers are through security. It's simply a surprise they spring on you when you cannot do anything about it. They have offered patently false "reasons" for delays and do not provide compensation to passengers for their incompetence. The interiors of their planes are run down and seem dirty. Their waiting areas are inadequate, as is their customer service (which no longer has a published phone number). If AA cannot handle the logistics on the ground, it's hard for me to trust them in the air.
Why would you depart without enough fuel to anticipated a holding pattern due to a weather delay ?
My guess is a lack of an arrangement for fuel at the departure airport in Montreal. But for what ever reason it is a safety risk to allow a plane to depart without sufficient fuel to achieve its destination.
Horrible management
AA FLIGHT 5421
October 31,2019
Yul to clt
Robert haynes
Gate A3 to Philadelphia from Phoenix. Check in person is way too personal and inappropriate calling customers "My love"
" you are so cute" to a small stature Asian couple and "sassy shoes" . She was trying to be lighthearted, but it missed the mark and could be construed as condescending and inappropriate. There has to be a better way.
My family and I were traveling to Cincinnati from Oregon on Thursday October 24th. We had a layover in Texas and the second we got cell service we learned that our connecting flight was cancelled. We have 2 kids and needed to be in Cincinnati by Friday. Our only option was to take another flight to Washington DC and then take another flight to Cincinnati. We not only had to rush between flights but we're barely able to eat food. We have 2 kids and this was just inexcusable. We should have not had to run to catch flights nor should we of had to almost miss our flights. There needs to be a better system. If you all cancel someone's flight you should be working to get another flight out. This was such a long day anyway and to add 6 more hours onto our day made it worse. I had to change my reservations and we were not able to pick up our rental car until the next day. I am very pissed and disappointed in American Airlines.
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