American Airlines

There is literally no way to talk to an AA employee who can do something about a poor experience. A customer must instead complete a cumbersome on-line form. I submitted such a form and included the information below. At a bare minimum, I am entitled to a refund of the difference between first class and coach, and I should also receive compensation. Instead, all I got was a short form email response that said “sorry” and a $25 credit. Unbelievable.

My trip was a disaster for many reasons, including how I was treated by American after the trip. It is clear that American upper management cares only about short term profits and is not focused on the long term or its customers. This is a shortsighted approach and American will pay the price in the end. Is management oblivious to the terrible reputation American has in the marketplace? Many people — including me at this point — simply refuse to fly the airline.

And American employees are equally frustrated with the company. Almost without exception, when I related my poor experience, they apologized and said they wish there was something they could do but the company will not allow them to take any action. And almost without exception, they went on voice their serious concerns about how the company is managed.

Upper management, wake up! You are headed for disaster unless you alter course.

Here is the information I submitted on the form:

“Issues with first leg:

I received multiple text messages which postponed my original flight multiple times. Weather was a factor but most of the delay was due to mechanical problems, poor planning, and mismanagement.

My original flight from SLC to DFW was scheduled to leave at 2:02pm. It was first postponed to 3:01pm. It was then postponed to 4:18pm, then 5:18pm, then 6:32pm, then 7:28pm, then 8:12pm, etc. etc. etc. The flight was finally scheduled to depart at 10:25pm, a full 8.5 hours later than the original departure time. Meanwhile, inexplicably, many other flights left on time or with only short delays.

I stood in a quite long line at the SLC airport, I had to be quite aggressive to get a seat on a flight to Dallas that departed at approximately 5:30pm, and I lost my first class seat. As an aside, a long line should have been unnecessary, but there were only AA agents at one of the AA gates and there were only two agents. Why not more agents at more gates since AA was of course fully aware of the many issues arising?

Issues with second leg:

Here is my updated boarding pass for my second leg, Flight 1007:

When we landed at DFW, I walked to Gate C6 but when I went to board with my updated boarding pass they told me that I was not on the flight and that I had been rebooked on another earlier flight that had already departed a short time before! What?? Why? And why didn’t anybody tell me? I could have made that flight if I had only known.

Again, being somewhat aggressive, I was able to get a ticket on Flight 1007 which they had told me was full. However, again, I lost my first class seat.

Issues with luggage:

When I finally arrived in New Orleans, it took at least 45 minutes for baggage to start being loaded onto the carousel. And after waiting for all the luggage to come through, which also took significant time, I realized that both my bags had been lost.

I then needed to go to the AA baggage claim office, wait in a long line there, and answer many questions. They eventually told me that my bags never left Salt Lake City! I asked how that could be given I had checked in more than six hours before my flight left Salt Lake City, given that at least three flights had flown to Denver, and given that I had checked the bags approximately 14 hours earlier. They literally laughed and said they had no explanation.

My travel day started at 10:30am Mountain when I left for the SLC airport from Wendover which is 1.5 hours away. I finally arrived at my New Orleans hotel at 2am Central the next day, 16.5 hours later. And it is now the next afternoon and I still do not have my luggage.

What I need:

1. Under these horrendous circumstances, I must demand a refund of both of my first class tickets (a real refund and not just a airfare credit), rather than only a refund of the difference between the cost of coach tickets and first class tickets.

2. And I am entitled to additional significant compensation for the ridiculous and avoidable length of time I was delayed, for being bumped off my second flight without even being notified, for the lost luggage, and for the other parade of horribles I was forced to endure.

I would add that I experience issues virtually every time I fly American. You must be aware that the airline’s reputation is quite poor. Does upper management just not care? Are they so concerned about immediate profits that they have lost focus on the long-term picture? Unless AA reverses course, the end result for the airline will be disaster.

I talked with many fliers who experienced many issues with AA both yesterday and in the past. People understand that weather is beyond your control, but they also know that maintenance, management, and customer service is most certainly within your control and is significantly lacking.

Whenever possible, I fly Alaska because I rarely experience issues and, on the rare occasion I do, they make it right without me even needing to ask. In contrast, I always experience issues with AA, and your agents have absolutely no authority to do anything. Yesterday, they told me that all they could do is give me a card which has a website on it through which I could submit this messaging. And they literally told me not to call the phone number provided as it would be a waste of time because I would be on hold for a long time if I got though at all and, even if I got through, the telephone agent would also have no authority to do anything and would only direct me to the same website. Sheesh.

I have not even mentioned some of the other issues I experienced this trip. Suffice it to say, today has been a miserable experience. If you have any hope of salvaging me as a customer, you will need to offer me significant compensation in addition to a full refund of my tickets and also provide substantive responses to my concerns. I look forward to your immediate reply.”

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I used this airline for a flight to Sevilla, Spain with a layover in Barcelona. In Barcelona, I was not allowed to board my flight due to it being overbooked and was then told that there were no other flights and to get a hotel room. The representatives at the airport were extremely rude and not at all understanding. I had things I had to be at later that night so I took a train down to Sevilla and have been trying to get refunded for both the flight and inconvenience of having to take the train for the past three months when I was originally told I would receive the refund in 7-10 business days. I have called multiple times and spoke to multiple representatives, all of whom were helpful or at least tried to help but found out that my refund was denied, and no one bothered to reach out and let me know. I am extremely disappointed in the lack of communication and will not be using this airline anymore. I have been telling friends and family to avoid this company as well.

American Airlines website touts their loyalty program as easy to use. My husband and I have 450,000 award miles and we wanted to buy coach tickets for a trip in October to Europe and upgrade to Business with our miles. We were told by 4 different airline representatives that this was not possible. We were told the following by various representatives: the award seats have not been released yet; there are never award seats on these flights; we were too late as people started booking the award seats a year ahead of time; we could buy coach and be wait listed in case business opened up; we should just buy business seats; we could use all our miles to get one free business ticket and then buy one--but when we said ok, she could not actually book it. We feel the website is false and misleading and the loyalty program is pointless. We are very disappointed by AA and the representatives who gave us so many conflicting stories.

AA lost my bag and it is impossible to speak to a live agent to resolve the issue. I have been placed on hold several times for 2+ hours, only to have the agent transfer my call to be placed on hold for another 2+hours. They give the option to call back, but do not call back. I have been unable to contact them for four days. Avoid this airline. They are short staffed and it shows. Customer service is the worst.

My wife and I flew first class on American Airlines from Dallas/Ft Worth to Jacksonville, Fl. on 01/03/2022. We witnessed our male and female flight attendants engage in touching each other the whole flight. They were deep kissing and rubbing each other all over, very disturbing to watch and I don't think they cared one bit that we could see them. She stood in front of him while he put his hand up her dress, then sat on his lap while he did the same thing. They spent more time with each other and on their phones than waiting on passengers. We wachted her drink wine and eat peanuts while her feet were up in the air on the back wall showing her panties to all and her boyfriend. When I contacted A.A. by email (the ONLY way they let you), I expressed my outrage and disappointment and demanded that someone call me. A week later I got a call from someone WHO TOLD ME that they would look into it but that we would NEVER hear back from them and that was the end of our conversation. Find another airline to fly the friendly skies but not with aa. I didn't want to give my review. a one star, I wanted to give it a negative 5. Flight 1270 on Jan 3. /2022

I want to give a shout out to the young lady who worked the ticket desk at gate 5 on Dec 3, 2021 Roanoke, VA. I was returning home from a business trip. My original flight didn't depart until after 4 p.m. Due to my work ending early this day, I got to the airport and asked if it was possible for me to go on standby for a flight that departed at 12:34 p.m. Not only did this AA employee accommodate me in making this flight but, she also placed me on standby ahead of time for my connecting flight in Charlotte. Consequently, I was able to make the next flight as well being the first one on the standby list with only one seat becoming available. The outstanding service this wonderful employee provided to me is absolutely second to none! Her wonderful attitude and willingness to help is something I won't forget. Thank you so much for going the extra mile in helping me make both flights! Please hire more workers like her. The flight out of Roanoke, Virginia was AA 6124 that boarded at 12:04 p.m.

This is a big shout out for an American Air lines employee. On Feb.20,2020 I took a flight with American Air Lines from Harlingen Texas to the Dallas FT Worth airport. We landed in E and I had to get to C14. There I was catching another plane to Toronto Ontario. I had 41 minutes to get to that connecting flight. I actually ended up with 30 mins as my carry on luggage got tagged and therefore I had to wait for it. This was my first time to be in the Dallas FT Worth airport. I was travelling by myself. Thank God for this employee. I approached him and said I really need your help. He took my boarding pass and confirmed my situation. Then he got a passenger cart and told me not to worry he would get me there in time. We had to boot it. He did get me there and I can honestly say I would have missed that flight without his help. Thank you to him. I know you see a lot of people so just a reminder I was the white haired women who approached you appearing a little anxious. You truly were my saviour.

My family and I missed a connecting flight last week due to our first flight getting delayed. Charlotte airport was a mess and we were told time and time again that there was no way we were getting to Fort Myers that night. In fact, American automatically rebooked us for the next day back to Philly and then to Fort Myers. We left from LVIA, and I was incredibly disappointed with the prospect of flying north (essentially back home) to go south a day later. We would miss over a day of a three day vacation and I had visions of my children and I sleeping in the airport. Everyone was tired and cranky and none of the employees were willing, or capable, of helping. It was craziness, until my husband talked to an AA employee. She was able to put us on stand by initially, and then I got a call from her after she was done for the day. She was able to find us all seats on the next flight out of Charlotte. It was such a kind gesture, an unexpected bit of help that she certainly didn’t have to take the time for. She really went out of her way to help us. I will be forever grateful! Although she may never see this, I want to say Thank you to her! American should be proud to have you as an employee!!

Many thanks,

Everytime I fly this airline there's a problem, my last 4 flights were all delayed. One flight some time ago had 3 plane changes and 5 gate changes. What a horible airline. Just go out of business already, I only fly American when I have no other options. I fly Southwest quite a bit, they fly circles around American. One ticket agent fave me that smug look and attitude when my bag was .2 lbs over and wanted to charge me $100, I made an adjustment then proceeded to tell him how much this airline SUCKS.Now I'm sitting here in Denver delayed once again. I will not fly American after this flight.