American Airlines Positive Customer Service Ratings - page 2

I want to thank American Airlines for doing such a great job at helping me make reservations during the time of my father's death. The customer service was so friendly and helpful. I am glad I had them on my side when making my travel arrangements. I will tell all my friends to fly American Airlines. I want to thank Reservation Agent,Cheryl Freeman in Norfolk, Virginia for all of her hard work helping us during our time of grief. Very sweet southern personality.

Last Wesnesday when my husband and I were ready to visit our families in Colombia after one year and half of being studying in Canada, we missed our fligth and conexions due to a delay in customs. Fortunaly we counted with the help of the AA employees, especially Nella, who kindly made almost the impossible to be sure that we could spend the christmans and holidays with our families. We thank to AA and employees as Nella who made our christmas whishes came true.

David b flt attendant on far to Ord dec 1 at 715 am.... Awesome!!!! Whole flt great! I fly a lot and I know customer service! He's got it! My record locator ogqvhj
Hope y

I wanted to comment on the policy in regard to transport of pets. I had the horrible experience of not being able to fly a dog because the counter accepts only cash . The person dealing with the dog did not have a credit card. She was unable to call me and have them talk with me to use my credit card. In this age of technology and tracking this should be able to happen. If I can buy anything over the phone using a credit card this should be no different. This issue needs to be addressed and changed to accommodate people and their pets. There was no other flight that will work and so we have to try again another day. A huge incontinence for all involved. On the positive side Julie was very sensitive andolite during our conversation and I appreciate her calm manner even though she could do nothing to help the situation

I just had 5 wonderful flights (to and from San Juan, PR from LAX)! The staff were friendly and helpful. Thank you American Airlines:)

American Airlines
This review is to commend Mary Griffin who is a customer service employee with American Airlines. When
getting ready to check in, we found that my flight and my friend's flight #2231 out of PHL on 11/8 were cancelled. We waited about a
half hour for someone to receive our call... Once we were in the able hands of Mary Griffin, she gave us
prompt service and searched diligently for other airlines for accomodations for us for our trip from PHL to ALQ.
She did so in a cheerful and courteous manner. She let us know up front that it would take quite a few minutes for
her to try to find new arrangements for us. We are now still able to make our trip, and at no additional cost
to us. Thank you for having such a great employee as Mary Griffin!!

Patricia Suchalski
Donna Breslin

I had carry-on questions and found the phone help very good. Carolyn was friendly, and knowedgeable.

It is my pleasure to comment on the professional,friendly manner Mr. Maury Davis in San Antonio airport baggage claim addressed my problem/concern. Today, in my opinion, it is rare when a person is treated as a valuable customer.It is employees like Mr Davis that makes a person glad they chose your airline. Please convey my appreciation to Mr Davis.
Sincerely, Donald L Cochran

I wanted to let you know about a special employee ms connell at gate 9 in Miami. My Haiti flight was delayed and affected everything "downstream". She patiently amidst many disgruntled people maintained her composure and professionalism and really helped me out of a jam. She is a gem!

On August 5, 2012 we arrived at 6:30 am at the Toronto airport for a 9:30am flight to to Guatemala via Miami. When we got to check-in, we were told that our flight had been moved up three hours and, sorry, had just left. (Apparently, we had been notified three months earlier by e-mail but we have no record of that.) The best they could do was get us to Guatemala City sometime after dark which was not acceptable given how far we had to travel into the country and the dangers.
The good news is that the person on the counter was very kind and helpful. She worked hard for about an hour, routed us on another airline and then phoned the group who was to pick us and told them we would be delayed by an hour. She was absolutely wonderful. We were very grateful

I've had 4 wonderful flights, July 18 & 25-

THANK YOU !!! DONA STENSTROM

I have had two great experiences with American Airlines' customer service. It was so great, in fact, that I asked how to contact their supervisors to give them good reviews.

To summarize the experience I just had: I booked a round trip flight in Dec. 2011, SCL (Santiago, Chile) - IAD (Washington, DC) for around $1400. I knew I'd have to change the flight because you can't book return flights a year in advance. I was shocked when I saw flights from SCL to IAD in December were $2500, meaning I'd have to pay $225 in change fees + the difference in price of the flights I was changing - about $1800. I called American Airlines, explained that that was about 1/5 of my yearly Chilean salary, and begged them to give me any possible discount they had. They put me on hold for a few minutes, and the customer service representative told me I could change my flight without paying the difference between the price of the original fare and the new fare, saving me $1800. I am thrilled.

I became ill and couldn't use my ticket. I phoned on a Sunday morning around 8 am. It was answered immediately by an employee who went ahead and applied the cost of my ticket to a future flight MINUS a penalty of $150.
But I had gotten trip insurance, so might be able to get that penalty back. So basically, a good experience.

I missed my flight from Bentenville, AK to Dallas therefore missing a connection to Houston.
I would like to commendKanku Langinbelik (Kiki) at the Bentenveille Airport for resolving my problem.

Pat Austin
Houston TX

WE WERE LUCKY ENOUGH TO HAVE julie riordan as our stewardess on our flights to and from Hawaii. She is the greatest and an asset to your company.

I want to compliment you on having one of the best employees that I have ever encountered with any airline. Her name is Robin Limeberger and she works at the BHM airport. On Friday, June 15, 2012, she went way beyond the scope of her job to help our group of 13 people going on a mission trip to Brazil. After being berated by a travel agent from Wilcox Trave, she solved a problem for our group that she did not create. She was absolutely amazing in the way she got things done and with such a great attitude! Robin is such an asset to your airline!!

I know that Phyllis Cobb of Wilcox Travel has filed a complaint against her, but please take that complaint as coming from someone who did NOT do her job and took it out on Robin.

We have always flown on Delta, but from now on, we will always choose American and all because of Robin Limeberger in Birmingham, AL.

Again, thanks to Robin and American Airlines for making our trip such a good one!

Dee Davis,
403 Third Avenue South
Columbus, MS 39701
662-251-1458

My family and I recently had to fly from Honolulu to L.A. to see our aunt who is terminally ill. We had the most wonderful flight attendant named Mike--I think his last name is Pike. He was so kind and so helpful that it made an otherwise terrible time, very enjoyable. You have a wonderful employee and we really appreciated him!

Thanks American Airlines!

Sincerely,

Pamela Gilligan
Bonnie Kakos
and
Ed Kakos

(we were on flight #161 that departed at 12:10 p.m.)

I was delayed due to weather for a flight from Dallas to Las Vegas and had to go standby coach on the next flight. I was flying 1st class using miles and I asked about getting miles returned. They gave me 12,500 miles because there were two of us flying. They were very courtious and I was very pleased with the outcome. 5/30/2012

Just got off the phone with customer service rep, Jenny Wilson. I had questions about checking luggage through from MSP to O'Hare to Dublin. She answered all my questions very clearly. Thanks!

my wife and I flew American Airlines flight 1415 on 5/4/12 from DCA to DFW in business class. Donald Halkovic, employee #104603 was our flight attendant. We never have enjoyed ourselves as much with any other trip. Donald showed an enthusiasm and joy I've never experienced before. He kept us laughing while attending to our needs and those of our fellow passengers. He was truly amazing. I have never gone out of my way to voice an opinion about somebody, but felt I should in this case. Thank you American Airlines for having Donald as your representative.

I flew from Barcelona to JFK New York on April 27th. I purchased a direct flight for 400 euros.

My flight was cancelled due to air conditioning failure on airplane. So they booked me with AirItalia from Barcelona-Rome-New York.

My complaint was made yesterday for my 8 hour delay and today I received an e-mail from AA Customer Relations apologizing and offering a voucher of 200 dollars for any airlines in ther oneworld alliance.

Please do not hesitate to contact their department via aa.com and issue all your complaints.

No airline is perfect, but if they are willing to apoligize and give some sort of compensation I cannot be more satisfied.

On 7 May we awaited American flight 2404 from Dallas/Fort Worth to Baltimore/BWI. Departure was delayed for cleaning. A second cleaning was mandated. It seems a passenger on the plane had abused both bathrooms in a way that mandated deep (top to bottom) re-cleaning of both by a second cleaning team. Our pilot was polite and capable. He explained that weather precluded his recouping lost time but that he could mitigate our 50 minute delay by some minutes. The aircrew too did their utmost to serve despite choppy weather. It's too bad that one person's bad conduct delayed so many tired travelers but thankfully a professional crew did their utmost to inform and assist all.

It seems that everyone can take the time to post negative comments. I few from Columbia South Carolina on flight 2964 transferring to flight 2249 in Dallas to Las Vegas. I was traveling with my Granddaughter and her 8 months old twins. I have to say the everyone from the check in person in Columbia to the flight attendant helping us off the plane in Las Vegas were helpful and just wonderful. They helped with the luggage, the babies and anything that we needed. We will be using American Airlines again.

Alex Stellius, #9, of American Airlines deserves the highest praise.

On my flight from Miami to Los Angeles on March 2, 2012, my 10-year-old daughter was suffering miserably from ear pain during landing. She was crying quietly; it was heartbreaking for me but I had tried all the tricks. Other flight attendants passed by, but Alex saved the day.

He gave me some homeopathic oil that worked immediately. Alex is my hero!!!!

I rarely comment on any company or product.But i do need to comment on a great customer service issue and person that was able to change our flight the night before our flight. My daughter made our flight arrangements a month prior and the night before we were to depart back home we realize that the day was incorrect. Our flight showed it was scheduled on a tuesday and we were to depart on Monday, the day after Easter.We called American Airlines and explained our issue, they first said it was going to cost an extra $200 a piece for the 4 of us to change the flight. We explained we had changed it prior, but they said they had no record. We then spoke to your customer service supervisor Dina Ortiz and she was able to change and correct our flights without any additional charges. We were very happy with the outcome and like to Thank her for her great service.
L.Ojeda