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American Airlines Consumer Reviews - Page 2

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Horrible Customer Service!!! Stay Away!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DULUTH, GEORGIA -- HORRIBLE CUSTOMER SERVICE!!! STAY AWAY!!! These people brought furniture into our Brand new home (purchased 1 day before this incident) and destroyed the furniture as well as our home on the way in. We provided a detailed and accurate claim, pictures, and a statement for the damages...and they flat out denied it and called us LIARS! Brandon, the store Manager over at the Duluth, GA store is wasting American Signature's money as he doesn't have a clue about customer service. Unless of course, American Signature condones treating customers like crap and giving two cents about customer service or satisfaction.

Although, that would explain a lot to me about who he is and that he is only a by-product of their management training. No one can be that clueless. And I won't even go into the fact that half the staff at both the Duluth and Buford store lay around more than anything else on the furniture like models...(In short, spare yourself of the show and the closing act which is a nice dose HORRIBLE customer service. Couple that with CHEAP poorly made furniture and you can understand our frustration.

If you purchase from American Signature, I GUARANTEE that you'll be leaving the same review that we did. If you don't believe us...check other reviews and you'll see similar complaints. Thanks American Signature for ruining our experience! I knew I should have gone to Haverty's!! #Bring back customer service

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Leather Sectional Worn in 2 Years
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KENNESAW, GEORGIA -- In the past 10 years I have bought cloth sofa and love seat, dining table and breakfront, an entire 8-foot by 10-foot wall unit plus in 2012 a leather sectional. I say all of this to show that I have been a loyal and good customer. The leather section, actually one seat cushion has substantial wear and no one has been of any assistance. I was told Stephanie a store representative I need to go find an upholsterer and match the leather. WHAT! No customer service. What she was saying is, "Never buy leather furniture at American Signature."

She could have offered to help find the manufacturer or find another leather manufacture, or other means of providing assistance with a new cushion. The store is saying since I was stupid to buy leather from American Signature too bad. The sectional cost $2,000. It may not be a lot but for most Americans I believe it is a lot. Who has the money to buy a new sectional every two years?

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Ripoff
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLUMBUS, OHIO -- Purchased a Legend Pillow Top Mattress - wasn't in stock, but, would be there the next day. OK. Next day comes I call them - didn't come in so they are going to upgrade us to a Royal Ultra Full... OK so here comes the problem. We pick it up, get it home and think I will look at their prices on the website to make sure they did indeed give us an upgrade. Guess what folks??? TOTALLY ripped off!!!

The original mattress we bought was on their website for $149. OH YEAH... you guessed it. We were charged $220. After calling the store AND the headquarters we're pretty much told "too bad." I will continue telling my story in social media to get the word out about how dishonest American Freight is. Like everyone else, I should have read the reviews first.

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The Manager Was Very Rude and Nothing Was Resolved
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PHILADELPHIA, PENNSYLVANIA -- I went into the store to purchase furniture for my new home and the experience was terrible. First the salesman sold me a table that was already sold, then my sofa was on backorder and no one ever called to inform me when the shipping came in. So I called today January 15th and was told the next delivery date would be January 23rd. No apologies - nothing from this store. I spent a lot of money at this store. This is not over, I'm going to the news station about how I was treated then maybe something will happen. It's been a whole month with no furniture.

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Consistently the Rudest and Worst Run Airline
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ST. LOUIS, MISSOURI -- Honestly, American Airlines continues to have the worst quality and customer service I've ever had. Unfortunately, out of St. Louis, there are few options. This past trip to Honolulu.. for an 8.5 hour trip from DFW to Honolulu.. NO FOOD for main cabin. Seriously. We pay tons of money for a great trip and NO FOOD. Only first class gets food and we can "purchase" food in the main cabin, but by the time the flight attendant got to our row, they had run out.

The attitude, was "oh well" which is what I've experienced when flights have been cancelled, delayed, etc. Service with a snarl. Then coming back, they delayed our flight (we were literally on the plane) in order to consolidate it with the next flight, for economic reasons. So, our flight was delayed by two hours to save American Airlines money. If I never fly them again, it will be too soon. AND I will make sure to pass this on to everyone I know.

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Irresponsibility of American Airlines
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

This is a review about how the American Airlines is irresponsible. We recently travelled (August 10-14, 2013, Flight number 2445 from IAD to Dallas and Flight number 1537 from Dallas to Albuquerque) from Albuquerque to Dulles (IAD) Washington DC. Since all our family members are on travel, there was nobody at home. When we came to IAD to check in at 8:35 am, we were told that airplane had mechanical issue, thus they canceled the flight. They further emphases that mechanical issue of the airplanes is not under the responsibility of the American Airline.

They further claimed and they talked with somebody in my home about the cancellation even there was nobody in my home. Then they said they rebooked our flight for next day in two different airports, half of my family would fly from Reagan and the rest in IAD. Even they put my 2.5 year old son different flight. We could not find a hotel to stay one more night and after waiting 7 hour in airport we were able to find flight with Delta.

Sometimes a plane may have an issue, or overbooked, or cancel, but American Airline should grow up and take responsibility for the customers who pay for ticket, particularly for those families traveling with infants and children. American Airline should know that this is unacceptable, unfortunately they are not. Not only based our horrible experience, I can give ZERO star for their service, airplanes, comfort etc. based on my overall experience for last 13 years.

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You Call This First Class???
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, LOUISIANA -- I can say from experience that flying coach on LAN is more comfortable and satisfactory than flying first class on American Airlines. For instance, all LAN planes have individual screens across the plane. The shabby AA plane from Lima to Dallas didn't have individual screens in the first class cabin - it didn't even have an entertainment program! The seats barely reclined. Passengers didn't get a toiletry kit, and amenity some airlines provide to their coach passengers. All in all, as I said, any LAN plane provides more comfort in the main cabin than AA in first class. As a citizen of the US born in Peru, I felt ashamed for my country of adoption, and offended for my country of birth.

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Hotel Cancellation Fee Entrapment
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT WORTH, DELAWARE -- I booked a London vacation package (airfare and hotel) and a couple of hours later I realized it will take ~ more than 1 month to get a visiting Visa, so I canceled the booking. Luckily the flight was not ticketed yet so that was canceled without a problem. The hotel reservation however was a mess.

AA Vacations told me I have to pay $100 each person ($200 for 2 people). I even called the London hotel and they haven't even received the booking and told me to call AA Vacations to avoid the charges. I called back "customer service" and the supervisor that night said I should have asked for the name of the London hotel contact that I spoke with over the phone. They haven't even gotten the booking yet so how could they have waived the fee?

Couple of hours passed and they can't waive the $200! Rip off and entrapment came to mind during this ordeal. I will never book a package with them ever. Anybody reading this, avoid booking with them so you don't get victimized. I usually book directly with hotel sites and they usually allow days advance cancellation without penalty. Horrible customer service and I'm definitely disappointed and infuriated. They should change this horrible policy of theirs. I told my friends about this and they agree it was unfair.

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How is this legal?
By -

Starting about six months ago during this economic hardship I was forced due to finances (looked for six months and could only find this job) to take a job as a gate agent with American Airlines. I spent 2 months training at O'hare Chicago and then was sent to Dallas Fort Worth for two weeks of training.

Of course the airline required you to wear a suit to training everyday (even though they only pay 9 dollars an hour) so I made sure I packed all my good clothes as well as my casual clothes. For two weeks I basically packed everything I owned from suits, to shoes, to swim trunks. On my way home, a quick flight from Dallas to Chicago somehow, out of the 10 of us checking bags at the same time, mine was the only one to come up missing.

I immediately went to lost baggage to find out what was going on. They assured me that it would be on the next flight and they would deliver it later that night or call if it did not show. Sure enough, no call and no luggage. Going back to work the next day I checked in. Nobody had heard anything but they said it would turn up. This continued for the next week until I finally lost my temper and decided to call the number they had given me. After another week of being bounced around from voice recording to a person who did not have the authority to an answering machine to another voice recording I finally got a hold of someone to send me the form I needed to fill out.

I filled out the form and mailed (and faxed) it in, they had told me it would take up to three months so I patiently waited. In November they called me and asked why I had not sent the form in, even though I saved all the paperwork proving everything I had sent in. I even had my manager's signature on the paperwork to prove everything that I had stated. I was given a number of someone who was supposed to help but once he recognized my number (**) he stopped answering and never got back to me once after two weeks of messages that I left him. Finally I went back to square one and went through the process of getting a live person again.

After much hassle I got **, the only man there who would answer his phone when I called. He said the check had been sent out and it would be there shortly. Two weeks later I began calling ** again and he said he would look into it. I asked to talk to a manager however he informed me that managers were not allowed to talk on the phone, even though I heard her insulting me in the background.

At this point they said they were sending out another check and I would have it within a week. Surprise surprise, no check. So yet again I called and ** started ducking my calls. I had been checking in and out with a lawyer at this time and told them if they did not send me my check I would be forced to take them to court.

This brings us to yesterday, February 22nd 2011. I finally received a call from ** at American Airlines 972 425 5240. He told me my claim had been rejected, no reason, just rejected. I asked him how they could lose my luggage and not be responsible, and he just answered "too bad." I told him at that point I would see him in court and he said "good luck going against American in court."

So now here I sit with none of my business clothes and since I worked for the airlines at 9 dollars an hour I can't replace all of my nice clothes I had from my previous job. The ironic part is that they take all lost luggage and sell it at a giant store and make tons of money off of it. I rounded down asking for $2500 and they will not even give me the time of day.

Well, I am off to take these guys to court in the next few days and it leaves me asking myself, "How is this legal?" They steal my stuff and sell it but will not take responsibility. And yes I worked for AA/AEagle and yes, and a lot of people do steal stuff so be careful.

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American Airlines Cancels Flights & Does Not Care!
By -

In July of this year, our flight out of Detroit was slightly delayed due to a storm. We left a few minutes late, made some time up in air, and landed nearly on time. However, there was no gate available in Dallas and we had to wait on the plane for about 30 minutes. We were told no worries, our flights were being held.

When we arrived at the gate, there was a line of about 50 people and we were told by the attendant that our flight was told to leave early and there were no more flights out. Also that she was leaving soon for the day, and we had to go to another gate to get rebooked. We stood in line for over an hour. There was one attendant to take care of all these folks.

We finally got rebooked to reach our destination, but were told there were no overnight accommodations and we would have to sleep on a cot. On cots - really? With a senior and two small children? The next morning, they rebooked us twice because flights we were scheduled on weren't going to leave the ground due to mechanical issues.

At this point we had been in Dallas airport for over 16 hours with only their airport junk food to eat and no vouchers. I noticed a supervisor and was finally able to get my father to speak to her. Noticing the multiple attempts to get us to our destination were unsuccessful, she rebooked us on an oversold flight with priority booking.

We ran to the next gate. Only to have them board the entire flight and not hear our names called. At this point I was scared and in tears. It was looking like a second night in Dallas airport due to an airline with poor planes and poor customer care.

I later wrote AA about this experience and was told better luck next time. I wrote them again to express my feelings about their lack of customer care and was told, "We have received your most recent email and want to take this additional opportunity to apologize, once again, for your and your family's interrupted travel. I can understand your continued disappointment. After review and at the risk of disappointing you further, our position remains unchanged. I am sorry. Still, your comments enable us to understand things from our customers' perspective. It would be a privilege to welcome you aboard soon."

Of course, I have no intention of ever flying American Airlines again; neither do my family members, nor do our businesses! It's not about the delay. It's about the complete lack of customer care - both during the experience and after! American Airlines simply does not care about their Advantage or frequent flier customers or any other customer for that matter!

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American Airlines Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 38 ratings and
208 reviews & complaints.
Contact Information:
American Airlines
P.O. Box 619612 MD 2400 CPII
DFW Airport, TX 76021
800-433-7300 (ph)
817-967-9641 (fax)
www.aa.com
Customer.Relations@aa.com
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