American Airlines Customer Service Complaints - page 3

Customer Service Rep at the Gate C18 at RDU so rude and indignant. Very nasty individual. Should not be in customer service. Priority customers being treated like this!!!!

Arrived at DFW from MIA #2191 on Saturday, October 5. Waited one hour in baggage claim area B5 before being told our luggage had arrived earlier at another terminal. Customer Assistance attendants and supervisor were very rude and no help at all. I will work hard in the future to avoid flying on this airline.

paid premium fee for forward seat and priority boarding to carry on my guitar and small personal underseat bag. Guitar was taken to check because they said the flight was full though it clearly wasn't as the seat next to me was un-purchased that morning when I upgraded AND remained empty as we took off. I am beyond livid. Also paid for priority boarding which wasn't announced. When I brought it to their attention that I needed a little extra time so had paid for this, I was told, "So board then..."

My flight was set at 6:25am. That morning it moved to 6:20am, and TSA was backed up to the parking lot. The doors closed before 6:15am. The desk attendant was SO RUDE, making snide comments towards us.

Ridiculous customer service. We booked a 3 day get a way from Boston to Miami with a 7:30 AM departure (Direct). We misjudged Boston traffic at 6am and called customer service to ask our options as we were pushing the 30 min check in time. We were informed there were no options until we arrived at the gate. Upon arriving at LITERALLY 7:02 to the counter, we were informed we missed the deadline (we had no check in bags just carry on). The doors shut at 7:15 but they refused to let us check in. We were then informed that we could have checked in from our phone while sitting in traffic and been allowed to board. We were also informed that we should have been told this when we called and explained our situation. Our 3 day get a way has just turned into a 2 day trip while we sit at the airport all day waiting on stand by for the next available. I will never use American Airlines again just on principal. Oh..and it was out first get a way without kids in 15 years so it was a big deal aside from my taking accountability for misjudging traffic ..we left a half hour early but it wasn't enough.

I have been trying to get a refund on my ticket since March my mother passed March 16,2019. and I had purchased a ticket for April 2019 but I had to get one early which was March 7 2019 I have a death certificate and my mother obituary. Your service was so good that I have purchased 8 more tickets in Aug. to go to Calif. I have talk with a lot of people on the phone about this problem and the only person that help me a little was a young man by the name of Shelby.Is there a from you can send me to filling out to get this taking care. I will have every thing Notarized.

I will avoid flying American Airlines it has always been an issue each time I fly this time it was different fly out order not knowing til last mi use your flight was cancelled n you have to go to charlotte 5 hour ride from Phoenix then Tulsa destination after 6:45 min. Total ride which took away my time why I had to come here I asked to leave out MONDAY morning which should not have been a big issue but they made it poor customer service which I will let thousands of people know what happened I want you to know how I feel if you can't be around when family needs your support when the last breath is taken. But you have to
board that flight or else Being smart n nasty don't pay. I work for a big industry n I know they use American sometimes I will tell our booking agent to go with Southwest or Delta try to avoid American due to my little dimple request I asked
[email protected]

I travel frequently. I own a house in Ireland as well as in the U.S. So I travel to Ireland/Europe several times a year. Recently I traveled to Ireland via American Airlines. Dec. 23, 2018: British Airways 1579 (operated by American Airlines) from Philadelphia to Dublin, Ireland. We were informed that AA regrets that the entertainment system did not work for the entire flight. If I wanted 7 hours of just looking at the back of the seat in front of me, I could have taken WOW airlines!
On my return on January 6th, I flew British Airways #1580 (operated by AA) from Dublin to Philadelphia. On the way over I was told I was allowed one free checked bag. However, on the return in Dublin they charged me over $50 to check my small carry-on to my final destination (CVG - Cincinnati). When I arrived in Philadelphia I had a four hour lay over, but notice that there was another AA flight to Cincinnati that I could take in one hour. I asked the AA represented that since the earlier Cincinnati flight was not full, if I could just go on that flight. She said I could not change flights.
So, after waiting about four hours, I took the AA #5583 flight to Cincinnati. Upon arrival I went to baggage claim and waited about 30 minutes for my bag. When I finally approached the AA baggage person they informed me that AA had put my bag on the earlier flight to Cincinnati (which I had asked for) and it had been sitting all that time in the corner.
Needless to say, I was not pleased with American Airlines for this entire trip. No entertainment for a transatlantic flight is unbelievable. And why would it be any problem to allow a frequent flyer to take an earlier flight, especially when the luggage went on it? Just not good customer service policies.
John H. Metz
AAdvantage E5054F8
Confirmed:
American Airlines: SUWSSV
British Airways: PYPQBH

Due to my surgery in emergency I was not able to travel and I provided a letter from my doctor.
I have been sending emails and calling customer relations and re appealing my request for refunds.

I am asked to travel and use ticket with in a year, and I feel its like compelling me to travel within a year.

This is ridiculous and I feel that American Airlines is the only airlines which doesn't refund money despite me providing a letter from a surgeon doctor that I am not allowed to travel and lift heavy stuff.

Ticket no: 0012313614775

My name is Charmaine Torry and I purchased a ticket o. July 5th to reo. August 6th because of the u timely death off my beloved sister. While there I got a call stating that my husband had a heart attack so I tried to change the return date from August 6th to July 29. I was charged 640.00. I personally think that it was unfair and unjustified for a change date for that amount. Any assistance for reimbursement would be highly appreciated. My telephone Thanks in advance for considering this letter. Hoping to hear from you shortly.

Plane was delayed for two hours. Missed the connecting flight and got to wait for standby for an overbooked flight. Then didn't get on, so we had to wait for another couple hours for the next overbooked flight. All because AA delayed us and they treat us as if we were the ones that missed our flight.
Every customer agent talks to you as if they hate their jobs, they don't care about you, and they sigh after every simple question.
Airlines won't change, they know our options are limited, so forget about it! American Airlines sucks and I wish they would fix themselves or that I had other options where they actually give a s*** about their passenger seat.
And to boot, they offer other passengers a $500 credit to give up a their seats, what the heck do we get for having to wait around? They messed up! Not us! Where is our credit!? Finding me a new flight for your mistake is not enough!
American Airlines, you owe me and your passengers some much overdue respect and compensation. You are aweful.

Whatever happened to customer service? As the technologically advanced American society moves throughout times we have the tendency to treat those around us like means to an end. That is not more true than in the Air line industry. American airlines have no concerns for their clients or as they call them passengers. In the past two years 2016-2018 (June present time) I have been left stranded at more airports in the USA that I care to count. This lack of respect or customer service for the paying customer is not limit to one type of airline. Let me share with you my latest experience with a minimum expectations airline.

On June 14, 2018 flight AA1908 from Dallas Texas flight to Miami International was held in front of the gate, the Captain indicated that the ground crew personnel was not present to move the plane to the gate and they have not been given an explanation for the daly. This delay created by American Airlines personnel or lack there off created a snow ball effect that prevented travelers from reaching their connection flights. As you can assumed by reading this piece I was one of those passengers.

Like many other passengers (approximately 40) I made a simple request, Can you call the gate and informed the I am on my way? My request was quickly denied. As it was explained by crew members the agents can not hold the flights only the tower is allowed to do so. As it was the case people departing to Milan Italy were lucky and their flight was on hold, everyone else was left to fend for themselves.

Not giving up on my attempt to make my flight I made my request to the gate agent at E-31 during deplaning, he assured me I had time and he also said there was nothing he could do.

To paint a clear picture of the situation here how our arrival took place, We landed at 1630-35 and stopped at the runway to await for our gate to open up. By 1645 we were moving toward the gate E-31 but there was no airline personnel so we sat in front of the gate until 1710 when we reach the gate and started deplaning shortly after around 1720. I made it out of the plane and after exchanging a few words with the gate agent I started running towards gate D-53 and made it at 1734 to find the airplane have left.

If you are familiar with Miami International Airport you can tell I was not going to make it. That being said all American employees knew I was not going to make it. However, not one individual was considerate enough to let me know or change my plane ticket. On the contrary all said I was in time and I can make it. What is more frustrating is the fact that when I arrived to gate D-53 the gentleman at the gate said without skipping a beat that if the agent at gate E-31 would have call him he would have stopped the flight.

As my frustrations were mounting, I grab my new ticket (no seat assignment and now with a 3 hours and 45 minute delay and a disrupted work schedule) and walked away to find a manager that could at least treat me like a human being and a paying customer. What I found instead was a lady that told me three different reasons why I was left at the airport (Weather, No one can hold the flight, you have to be at the gate 10 minutes prior to closing) and left me with the advise that if I care enough I could write a complaint to the airline. She also made the comment " it would not make a different you are still here and you should be thankful that you are lucky and not spending the night here., why don't you rent a car is faster, any more complaints go to gate D-37 service desk, there is nothing I can do for you"

Great customer service. I walk back to gate D-37 to file a complaint and get a plane ticket with a seat assignment. At the customer service desk by D-37 I encountered a young man that that had lots of questions. One of them was, where did you get the ticket? why no set assignment? even when there was nothing he could do for me he treated me like a person. He understood that I had being treated unfairly and not at all like I customer. He explained, that every gate agent knows the flights coming in and wether or not passengers will make their connection flight or not. They also know how far is from gate E-31 to D-53 and that it was completely inconsiderate and disrespectful for them to tell me to run. And regardless of whether one gate agent would call another gate they are not authorized to hold a flight. For an agent to tell you as such it is a lie. In addition he told me that he can not understand why I was not issued a seat assignment, that should have being the least the gate agent could have done for me.

So what happened to customer service? What happened to respecting your clients? How hard is to accept your mistakes and do the wright thing? Companies like American Airlines want your business but, treating you like a person or at least a paying customer is a burden.

If I were to audit this company under ISO 9001:2015 a few simple questions will reveal how bad is their customer service and how American does not even meet the lowest standards.

1. How hard was for a gate agent to tell the customers thy were not going to make it and issued a new ticket for the next available flight?
2. Why the Airline did not have a gate supervisor to ensure deplaning passengers were taking care off after knowing their personnel were not present to do their required duties which cause a delay?
3. Why after running to try to make the flight, the next gate agent at D-53 have to lie about his abilities of holding a plane?
4. Why the gate agent manager/supervisor have to defend the airline and blame the customer for being late?
5. Why will the gate agent let customers know their complaints will go on deaf ears and the company will do nothing about it to make it wright?
6. Are all this unwritten American Airlines policies have become common practices?

As you can see the answers to the above questions reveal how bad is the customer
service at American Airlines. The fact the company managers and supervisors know the company will not rectify the situations for the clients let you know the company is about sucking peoples' money and treating clients like wallets, and not people that deserve some respect. And, lastly American Airlines personnel attitudes (lying, not reporting to their due place of duty, making excuses for the company, treating clients like cattle instead of paying customers) demonstrate the unwritten company policies that have become common practices throughout the company and unfortunately the entire airline industry. It is sad to say, American Airline will do nothing to rectify the situation for any of the passengers stranded at the Miami airport today, because the bottom line is more important than the paying customers. For a company that once pride themselves for being a customer base airline American Airline paying customers are not even worth a bottle water and that is a sad American story.

All of the American Airline staff seem to hate their jobs. Everyone was EXTREMELY RUDE!
On my back from my vacation I figured it was because of the early trip that everyone was being so ugly to me... but on my way back it was the same. Rude and mean. You should just leave your job if you hate it that much to show us so much disrespect. No friendly staff and no help at all.
I am very disappointed at three times of me flying with them. Never again.

Wheelchair assistance requested at time of booking. Everything went smooth until the last connecting fight in Dallas Gate attendant was rude. Called all people forward who had requested wheelchair assistance. No wheelchairs available, told all of us (5) to step aside so that we would not hold up the regular passengers from boarding. Still no wheelchairs, all of us eventually walked to the plain. One gentleman had kidney replacement with complications. His wife was livid. I have a bad leg requiring a knee replacement. Walking distances is difficult. If they know people need wheelchairs, they should be available !

Very bad service. Plane is supposed to fly at 8.00 Am and they are saying it is delayed for 45 min due to maintenance, suckers don't know that the flight has to be ready for take off in the morning and why can't they do maintenance and prepare the plane for the next day.
All they care is to get the money from passengers and bring excuses

Worst Airline I Have Ever Dealt With. Customer Service Is Awful.i Will Never Use Them Again. Been Trying For 3 Days To Speak With A Live Person In Any Capacity And Im Always Waiting On The Phone Waiting And Waiting And Waiting, And This Includes Just Trying To Reach Reservations. They Ask You To Wait And They Will Call You Back , ....never Happens ...i Hope They Go Out Of Business.!!!!!! Real Soon...thats What They Deserve.

Ivery dissapointed as a wheelchair person I was there at 430 no one to help anything I dragged myself with two luggage to the front took me 45 min no help to get in then I miss the flight on a very importantly business meeting. Consider this my last flight on this Mickey Mouse airline because the money time and schedule I was cost is the reason why after this I will never ever fly Thais unorganized frugal airline that won't pay a soul to help out a first class customer

I paid for a premium seat with American Air. The flight came in 2 hours late, so I couldn't make my connection. The AA rep then booked me on a flight the next day with a seat that was literally next to (30 inches away from ) a smelly bathroom. The flight attendant's response was that"somebody" needed to sit there. AA doesn't take customer complaints by phone. You have to email them. They responded and seemed to feel that I should appreciate their "generous" offer the refund the $25 I paid for a seat upgrade. Unbelievable!

Hi my name is Sharon

I asking for a refund or credit. I flew to Maryland on Wednesday with your airline. We we stuck on the runway prior to leaving for 30 min the when we arrived we were stuck again on the runway for over two hours in a thunder, and lightening storm before we could get out of the plane. We were first told that it was to dangerous for the people to work in the storm, but we were just left out in the storm.Then on the way back our flight was delayed over an hour again. I had things planned and a schedule to keep, and missed appointments due to all the delays. Please give me my money back or credit.

Thanks Sharon

I live in grand blanc blanc, michigan and needed to travel to Wausau wisconsin for a funeral on Friday, August 4,at 11am. I was booked on a flight from bishop airport inflint with a connecting flight at ohare airport in chicago on Thursday August 3. It was canceled and i was booked for a 6am flight from metr airport in detroit. My husband drops me off at 5am. I get through security and check at a aa desk for the gate. He tells me it is canceled. He books me on united flight to still get my connecting flight in chicago for the funeral at 11a. I walk to the other end of airport in my black dress and heels to find the gate screen shows a flight delay till 10:20a. This will not work for the Chicago flight. United tells me to go back to aa to find a different flight. I walk all the way back and i am booked for an 8:20am flight with aa. At 8:10 the attendant at the gate announces the flight is canceled. I am not able to make the funeral and see my family. My daughter finds a sitter for her two babies to come get me in detroit. I cried all the way home.

I spent over $15,000 getting 6 family members to Europe and back. Not a single America Airline flight got there on time. Delayed over 24 hours getting there, three delayed over 18 hours getting home. Nobody cares. Can't get luggage out if weather cancels a flight. Other family members using United for similar flights not cancelled, but American routinely cancelled flights. Terrible service, terrible people. I'll never use this company again.

Your process for cancelling a ticket within 24 hours of making the reservation and getting a refund is terrible. I purchased two tickets and have tried to cancel them within 24 hours of purchasing. It makes no sense that this requires two different processes (a phone call to cancel and then an application for a refund). This is ridiculous in this digital age for a process that should be quick and automatic. I have never received any email confirmation of either the cancellations nor my application for a refund. In addition, the application for refund process keeps saying that the ticket is nonrefundable and the request needs to be reviewed and may take 2 billing cycles to get a refund. This is crazy and should just be automatic within the first 24 hours. Please look at Delta's process and see how easy you could make it for customers. I am left feeling uncertain whether I have actually cancelled the flights and have called several times and used up too much of your staff's time just to make sure the flights were cancelled (since I have still not received any confirmations) and now I am waiting for confirmation about the refund. I will not book directly with you again if this is not changed. Expedia has a better process, so I will book through them.
Please, please come into the digital age for your system of online changes!!

Cancelled a reservation within 14 hours of making it. Then they said go to another page to request a refund!!! Then the dialogue box would not accept the reservation code or ticket number to request a refund so now we have to tr calling the rep for a refund that by law is automatic!!!!!
Also, it is next to impossible to find a way to cancel an AA flight without knowing your AAdvantage password. I found anohter site once, but twice in the last 24 hours I cold not find one not requiring tht info. It is not at all intuitive. I forgot to write it down...

On aug 2 ,2016 i flew in on flight #2193 from St.CriOx TO Miami we were late leaving St. Croix the flight crew tried to keep us informed but they were stuck with us too they had flown 9 hours . We were diverted to land in WEST PALM BEACH AIRPORT LANDED AT 7:00PM ON THE 2TH WE REMAINED ON THE TAR MAT WITH NO REAL ANSWERS AS TO WHY WE COULD NOT LEAVE THE PLANE,FINALLY WE WERE ALL GIVEN A CARD TO SPEAK TO AN AGENT FOR HOTEL ACCOMMODATIONS I i I WAS CHARGED 92.26USD I COULD NOT CANCEL THAT ROOM TILL 3:30 AM WED. THE HOTEL REFUSED THE REFUND my control at that time was we got vouchers to The Hilton hotel at 3:45 am wednesday morning by the superviser. He said to cancel the flight but was refused the refund from Hamton Inn West Palm beach 33409 even though it was explained to them i could not cancelled til we got off the plane by that time it was 3:45am too late to cancel,if u can help with this issue , their credit card ended with 2602 Wells Fargo bank.please help me get my refund back i never stayed there. But they did not care to work with me. I WAS JUST DOING WHAT THE FLIGHT CREW TOLD US TO DO.

I was charged double for my seats. my husband payed for an upgrade and when I went to check in on line I noticed we had different seat along with different aisle. so I payed for an upgrade not knowing he had payed. it was a difficult time and we where trying to get out of town to see my mother in law that was barely holding on before she past away. I tried calling and explaining but there was no compaction. I did receive a call from someone but it seems as to what they had said on the phone is not what they email me back. so frustrated with american airlines.