WILMINGTON, DELAWARE -- I did a massive amount of research for a warranty on a 2001 Jag XK8 that has a warranty that was expiring and the company I had been using had nothing to offer me. From the first contact with ASAP I found them to be friendly, professional, and very easy to work with. I spent a long time making this decision and Mark was not pushy while I was going through my process. I appreciated Mark sending me a copy of the contract right away, no beating around the bush, so I could study it in detail. I probably researched a total of about 12 companies, narrowed it down to three finalists, and when I called Mark back with a list of questions he was very upfront and accommodating.
I have two things that I wish could have been done differently: I wish I could have made a down payment and then made payments instead of paying in full upfront (I have never paid in full upfront, makes me a little nervous plus it's a sizable expense) and because the car is only a fun car and we don't drive it often or long distances it is going to take a while to drive it 1000 miles to get through the waiting period. Mark did ask but this is one area where there was no flexibility.
In the past it was always 30 days or 1000 miles whichever comes first. I understand they want to protect themselves from someone who has a car that needs a repair before they buy the coverage, but in my case the waiting period is rather onerous. Wish they could have made an exception but I understand that they couldn't.
I feel the negotiation process was fair on their end and I was able to make a purchase that was within my pain threshold. I have a good feeling about this warranty and company. Many other positive aspects that I could mention but this review is already long enough. Now it just comes down to how the company actually does business but I am not expecting any issues with that.
I have been on hold for 2 days each time +30 minutes. The question I had could not be answered on the website or automated phone line. This is an ongoing issue, the "We are experiences high volume" messages is a crock, it is always on. Should you be lucky enough to reach someone they are always very pleasant and helpful. As a company you are at the bottom of a service rating. There isn't even an email to contact on the website that I could find, my log in mysteriously doesn't work in that area... Really??? I am so frustrated and all I had was a simple question that took 2 minutes to answer and 2 days to get through. NOT acceptable.
COLORADO -- My handicapped husband flies on American Airlines Nov. 9. Needs an aisle seat to be able to stretch his leg and foot when possible because he was attacked by a shark 10 years ago; it ate his foot and ankle and he has severe nerve damage and pain. Was told he had to pay for a priority seat if he wanted to be assigned a seat right now. Otherwise he has to stand in line at the airport upon check-in and at that time get a seat assignment (and hope that an aisle seat is still available).
We didn't expect to pay extra for a seat assignment in order to assure he gets an aisle seat. Customer service refused to assign a seat unless we paid extra; insisting he stand in line at the airport check-in and hope that there is still an available aisle seat. He has a connecting flight with United; they already assigned him a seat and stated that their policy is to assign seats upon request without charge, and not have to stand in line at check-in to get a seat assignment.
Won't fly American again. My personal opinion is that they don't care about handicapped and their policy is abusive to the handicapped and mean. I just read that they are honoring their error in offering free and discounted trips to China, but they can't give a handicapped person the courtesy of a pre-assigned seat without additional pricing.
DALLAS/FT WORTH, CALIFORNIA -- I wrote a recent letter complaining about my HORRIBLE experience flying on American Airlines from Dallas to San Jose on 10-19-15 and received an answer from a service representative, Ms. **... Here is my follow-up note to her:
Thank you for your prompt response (to my letter outlining how awful an experience I had: incredibly uncomfortable seat - with NO air-conditioning at 30D, WI-FI that I paid for that broke up every few moments...). But, my main question remains: how can American fly such an obsolete, antiquated, anti-environmental (NOISE, vibration, rapacious fuel consumption) plane as the S-80 in the year, 2015.
It is an AWFUL plane - my seat was 30D - the HOT spot in the plane; absolutely no air-conditioning there - whereas, the lavatory at the back of the plane on the right-hand side was spewing ARCTIC air while one was using the lavatory. Boiling hot while seated in 30D & freezing cold while using the lavatory - NOT an ideal environment - and cause for my current upper respiratory infection.
I will ALWAYS ALWAYS avoid flying any flight using the decrepit S-80 aircraft. FROM a former passenger on AA and frequent flier member, AVOID American Airlines if you can - even Spirit air was better... My most terrifying image of being in HELL for all eternity: being trapped forever on Flight #140 from DFW to SJC (San Jose)!!!
Don't use Amex Travel Service. They claim to guarantee better rates than you can get online - they overcharge you - more than the rack rate listed on hotel websites - it's booked 3rd party - therefore you cannot make changes. And to receive a refund you must spend hours on the phone and fill out forms. They also double charged us which also took hours to resolve.
DALLAS, TEXAS -- The worst experience I have ever had... never again will I travel through DFW or on an AA flight again. I would like to start off by saying the security was the best thing about DFW Int'l. airport. Kudos to them for their courteousness and their friendly attitude.
I would like to ask you a question... Have you ever been through a bad experience and felt good about it in the end because of the way you were treated? I have and it's amazing how people who care, can really take a negative, and turn it into a positive. It wasn't the circumstances that were so upsetting to my wife and I, it was the arrogance and the disrespect we had received from the American Airlines representatives.
From not taking responsibility for their own actions, to the fact that we were asked to come out of pocket for transportation and lodging expense after we arrived late from PHX, and missed our connecting flight to Tampa because there ground crew was late by an hour to man the flight. When we landed we watched our connecting flight roll away from gate c-19 as we arrived at gate c-12. (They told us they could hold that plane when we left PHX). Also note there were 8-10 of us on that PHX flight that missed the connection flight 890 that departed at 6:45...
So they put us on stand by for flight 1072, it was the first flight to Tampa departing 8:40 p.m. We walked DFW one end to another from gate c-28, to a-39 back to gate c-11 for our opportunity to get to our destination. (THAT'S ALL THE GATE CHANGES IT MADE FROM 6:45 to 8:30.)
Here's the trouble. The plane had open seats on it and they would not book us on it because they said it was weather related... NOT TRUE!!! You people can wait, we will make you fly stand by again if the plain sells out... Now keep in mind we where not late due to weather. We were late due to their inability to staff their plane with a crew... So we couldn't get on that flight (1072). Now listen to this customer service...
The man at gate C-11 starts issuing stand by for the 7:30 a.m. flights... STAND BY AGAIN WHEN AGAIN WE LOOKED AND SAW THE PLANE WAS NOT BOOKED. So I confronted the man and asked him why would he not book our flights and give us a seat assignment when we were the priority for open seats? Why make us fly stand by again? As he saw the angry people around him bumped from now 2 flights... He took back the stand by tickets issues and books our ticket and gave us a seat assignment...
OK fine now let's get to the lodging... We were told that we would get a cot for the night... Again not acceptable... Are you charging me for a ticket I book and don't show up to use?? YES. So I am paying not only for a rental car tonight and lodging in Tampa but I am told we won't compensate you anything... Again we are not here due to weather. This is your mistake. He issues a voucher for a room, and $25 meal voucher to econolodge in Arlington... It was 20 minutes away, had no restaurant to redeem the food voucher and we were told we would be required to pay 47.00 for the room plus a shuttle fee of 40 roughly to get back in the a.m.
So we come back to the airport and demand a supervisor... There are 2 hotels on the airport property, why would you send us 20 minutes away?? And why would we pay anything??? The response given, “I am sorry but we can't give distressed vouchers to those properties.” So we asked why would we get taken 20 MINUTES FROM HERE? As we understand there are about 30-40 hotels in the area within 5 minutes... So we called the Hyatt... They confirmed that they do work with American Airlines and they needed a phone call to authorize the voucher...
All I can say is if you work for this company I am sorry you don't have any real choices as to being employed by a reputable company who puts quality and service ahead of the $$$$$ machine.. As to the multiple AA employees I spoke with I was told this was the worst on time airport with the worst customer service, they have visited as if they were ashamed themselves to be in DFW... Now I know as a business man when your employees speak of their company with disrespect, embarrassment, and contempt there is an obvious leader issue. People should speak up and you should listen...
MANAGEMENT YOU ARE FAILING IN THE BIGGEST WAY AT THE SIMPLEST OF THINGS IN BUSINESS... SERVICE. To Dallas, you will never see one dime of my money ever again... This reflects on my perception of what your city is like.
To the heads of AA you can look in the mirror and point the finger at the reflection you see... As in any organization leadership, and lack thereof is reflected in the attitudes and the demeanor of its staff. If this is your base, your hub, your home, I would think if you're going to see class, service and quality it would be here... UNFORTUNATELY IT WAS NOT. Make your billions and be happy. Rape, pillage, and look at yourself and smile, coz that's all you got to show for it... Sleep well. I know I won't here on a cot, listening to construction workers in DFW...
DALLAS FORT WORTH, TEXAS -- Plain and simple - on 18 January 2009, the gate agent at Miami International forced me to surrender my $1300 Louis Vuitton Keepall, which housed all of my belongings from a cruise vacation. I argued with her and was refused boarding without checking the bag, which fits overhead (and there was room on the plane).
Surprise, surprise, the bag never makes it to LaGuardia in NYC. It was my only luggage item. I completed all the paperwork and submitted it by the deadline (this is very time-consuming). Then, there is the three-month wait.
In the meantime, I filed a police report with Miami PD because I honestly believe the gate agent stole my bag. It is no coincidence that she forced me to surrender a bag, meanwhile there were other people allowed to board with duffel bags much larger than mine. Also, according to MIA airport security, there is no camera surveillance at this particular gate. Coincidence? I think not.
The last I was told, the investigators were going to interview the people who worked the gate when I boarded. Apparently, American Airlines staff at Miami Int'l were unwilling to provide information about who was working then. I was also told that the "gate agent" may have been an impostor. This is POST-SEPTEMBER 11th America, right?!
In April 2009, Ms. ** sent a cold letter indicating that my claim was fraudulent and that it was denied. There were no specifics given, nothing. The verbiage stated, "Some of the information you stated is not accurate," and that they may prosecute ME for fraud. Imagine that!
I needed to be cool, so I waited before I called her. This ** states she did not believe the items could fit in the bag. Also mind you, if there is even the smallest of typos, then your entire claim could be denied. For example, if the bag was 9.7 inches deep and I put 9 inches or 10 inches, then my claim is deemed inaccurate and thus, false.) She also told me that although American Airlines acknowledges my bag was lost in their care, they will not take responsibility. Does that make any sense? No.
I wrote letters to the entire Executive Board. Surprise here - not a single reply. I sent emails. Imagine this - no reply other than "Contact Baggage Services (i.e. Ms. **). I lost everything! My entire vacation was in that one article of luggage and it is all gone. I waited for hours at LaGuardia, hoping my bag would appear, but knowing it would not. The moment I surrendered it in Miami I knew I would not see it or my things again. I had a bad feeling from the start, when she singled me out and denied me to board the plane.
Next time, I will get ALL the gate agents' contact information before I surrender anything. I will also take their photo with my phone. These people are hard to locate, believe it or not. It is now October 2009 and my complaints and appeals have gotten me nowhere. I am making the next move - legal intervention. This experience has caused significant emotional distress. In addition, losing over $6k worth of material (luggage included) cannot go away quietly. It seems that suing American Airlines will be the only viable option.
ONLINE, COLORADO -- The customer service of American Airlines is terrible, but the service in Spanish is a nightmare for the Hispanic customers who need or want to communicate in their language. Usually the agents are rude, rude and give false or distorted information, believing that the customer is not able to speak English.
Two years ago we paid a companion for my son who speaks very little Spanish on a vacation trip to Spain, in the Barajas airport, Madrid they left him alone and the boy was lost, but we finally found him after be scared to death. We reported this incident and they sent us a letter of apology and a voucher for $400 dollars to be use in the purchase of another ticket.
When I went to use it, the agent in Spanish refused to give me his name, refused to give me information of which was the nearest office to use the voucher and we asked to speak with a supervisor and he told me that there were none and left me waiting in line. We decided to use another company to buy the tickets for our vacation.
This year, we made the mistake of buying 4 tickets to the destination to which we would go on vacation, unfortunately one of the group members (a minor) got sick; we send all the medical documentation to the company; this ticket was not refundable...
To my surprise the Spanish agent who served me (**) with a very aggressive attitude informed me that they returned the ticket money only if the passenger died, something that is incredible IN ALL OTHERS AIRLINES, illness, hospitalization, etc. are considered when medical documentation is submitted. By insisting she change the version and said that maybe we were given a voucher valid for one year, I asked for a supervisor and she left me waiting for over 20 minutes, of course I could not talk to the supervisor.
The Department of "refund" does not have a phone that the client can communicate, by email you get no answer, either by letter, customer service does not give information in Spanish or in English and the fax number in the Website not work. Conclusion: if you can travel by another airline DO IT. American Airlines is NOT a professional company. It's a disaster.