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?
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.
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.
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.
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.
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!
P.O. BOX 619612 MD 2400 FORT WORTH, TEXAS -- American Airlines 118 from LAX to JFK. Flight 118 was supposed to land in JFK but instead this is what happened: We were unable to land as planned at 3:30PM and spent 2 additional hours in the air due to weather conditions. Finally we landed in Washington DC around 5:30PM and the plan was to refuel and head back to JFK. We spent additional 5:30 hours inside the plane as we were not allowed to leave the plane.
To top this inconvenience the crew ran out of food!!! I didn't have anything to eat for over 12 hours!!! And no one brought food to the plane nor were we allowed to get out and get some food for ourselves!!! There was a diabetic person on the flight and a small baby!!! I was feeling as I was about to faint! I was dizzy and weak!!! I really believe this is not only wrong but inhumane! To keep people inside of a plane and not provide them with the basic of the basics - Food!
Moreover - we were finally allowed to leave the plane at 11:00PM and entered the airport. Most of the stores were closed, so we had no option to purchase food!!! There was no AA representative to instruct us about our luggage or what to do for the night. I found myself with a group of people from our flight wondering around the airport helpless looking for my checked in suitcase. Finally, we found the suitcases on our own without AA help and waited for about 2 additional hours to receive our luggage.
After we obtained our personal belongings we found an AA single representative on the top floor and begged for instructions for the night. I was one of the single people on the flight who got a hotel voucher and that was due to my insistence yet I was rudely asked to share the room with a complete stranger!!! I didn't receive a cab voucher and had to pay both ways (Over $30USD).
I was told 3 different departure times for the next morning 10:00AM, 11:30AM and 2:00PM no one knew to tell me what time was my flight departing! I would like to add that no food vouchers were provided and due to the late arrival time everything was closed. I got to the hotel at 2:00AM after having less than 4 hours of sleep I called AA in the morning and was told that my flight is scheduled for 10:00AM after I got to the airport I found that my flight was delayed (again) and now departing at 11:30AM. We boarded the flight and spent an additional hour on the plane waiting to take off.
Needless to say the crew did not serve any food or drinks on that flight!!! We landed and I got to JFK at 3:00PM on Sunday March 14th. I inquired at the AA stand about me returning flight on Monday March 16th at 06:15AM (leaving in 15 hours form the time I landed!) and was told that most of the chances that the flight will be cancelled. I had to reschedule my flight to the following day.
CHAMPAIGN, ILLINOIS -- I'm VERY DISAPPOINTED in your whole way of how American Airline deals with customers. EVERY incidents likes this will make you lose more customers. THIS IS LETTER that my sister wrote to the public and I'm forwarding it to you, AA airline.
On December 28th, I traveled from Dallas Forth Wort to Indianapolis. It was nice winter break I had until I found out that my baggage has been delayed. When I went to pick up my baggage at Indianapolis, I found out my bag was delayed so I immediately went to the baggage claim service. The guy nicely asked for the description of my bag and gave me the file locator number. I found out that they didn't give me the tag sticker when I checked my bag.
The guy said that it wasn't going to take more than 2 days and they usually ship my bag in 24 hrs. After 2 days I became impatient and call the 1800 535 5225. They said that since it is a holiday season, there are many bags that are lost and are waiting to be delivered so I said "OK fine, I will wait." After 5 days, they said that since the bag has been delayed more than 5 days the file goes to the Central Baggage Service Department at American Airlines. So it was now the different number 1800 866 4010.
They said that they were sending me Property Questionnaire to list baggage contents and other pertinent information. They said the mail was sent to my address that day so I had to wait until the letter was arrived. After 2 weeks, when the letter still didn't arrive, I found out that I could print the questionnaire form online by myself so I had to print it out by myself and fax them which means that now it's been almost 3 weeks since I haven't receive my bag. I have lost my patience.
I called several time this week again but all they are saying is that they received the questionnaire form and is still on process. When I wanted to talk to the supervisor, the woman who works over the phone said "we don't transfer the call to the supervisor." I asked why not and she just said "we don't transfer the call to the supervisor" again, as if I was dumb or something and when I asked her "Is this how you do your job?" She just says "Yes, did is how I do my JOB!"
I just hung up the phone... I just started my semester and I had to buy all new clothes again just for 2 weeks. My underwear, skincare and winter jacket were all in there. When I tried to call the customer service numbers, not only did I had to wait for long time, I also got treated as if it was my fault that baggage got delayed.
I am sick of calling and now I used up all of my minutes for my phone. I know my rights. My time, effort, everything is just a waste. Time is money and I know it cost more than what I lost. All I want was my bag to be arrived but now I am angry. This report might sound crazy but suppose that you are in my shoes.. You wouldn't just sit in your chair and wait for a bag forever.
I want to know what is my Rights? What should I do? I am helpless. Please I did some research and according to paragraph 3 of section II of Title IV of FAA code, "if your luggage is delayed for four days, you have the right to a full refund of the fare you paid for your flight as well as vouchers for 4 additional flights, plus full compensation for the lost luggage." HOW ARE YOU GOING TO PAY HER BACK?
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...
NASHVILLE, TENNESSEE -- This letter is being written as a warning to passengers flying on American Airlines (AA) in association with “partner airlines”. I recently (June 15 to July 1) returned from a trip to Ecuador. My flights were booked through Orbitz but were all American Airlines flights. Nashville to Miami and Miami to Quito, Ecuador – returning the same way. The Miami-Quito leg was American Airlines (flight 7638) but operated through Lan airlines.
On the trip from Miami to Quito one of our group (of 10 total) was told by Lan that she had no ticket and would have to go to the AA counter to get proof that she had purchased a ticket. As a result of her trouble we went to the AA counter in Miami (since we had a 3.5 hr layover and thought we had time to spare) and asked them about our tickets. The AA representative behind the counter told us that they didn't know why we had come to the counter, that we were appropriately ticketed and had nothing to worry about.
Given our friends experience, we asked them to contact Lan to let them know that we were ticketed. The representative, with a supervisor standing next to them said no – because Lan wouldn't pick up the phone and said – and I quote - “when you miss your flight come back here and I will help you then”. Little did we know that experience was a walk in the park compared to the one we had on our return trip.
On our return we arrived at Quito Mariscal Sucre Airport 4 hours in advance. When we got to the counter, after waiting 2 hours, the agents told four of us that we had no tickets and would have to go to the purchase counter to get confirmation that we had a ticket, then return to the counter (with hundreds of people waiting in line) to get our boarding passes.
We meet many other groups (over 25 people) that had been there longer than us, going between the AA counter and Lan counter trying to get boarding passes. Since Lan could not/would not confirm tickets we went to the AA office in the UIO airport. At the office, the lights were off and doors locked. Security guards (extremely friendly and helpful) repeatedly rang a bell to get representatives to open the door.
They (AA reps) then robotically printed the ticket info (which my friend already had), highlighted the flight and said they couldn't help us because “their part of the trip” (in her case Miami to Cincinnati) was fine and sent us on our way. There were 7 of us (the other lucky people took another airline). Four (including myself) got their boarding passes with 30 minutes to spare. Two made it at the last minute. One got left behind.
I can't tell you how horrifying it is to leave behind a friend, alone, at a chaotic airport, with an airline (s) that is acting like you didn't even by your ticket (which cost upwards of $1000). She is still there today – although they have put her up in a hotel – she will be returning 3 days late. Many others had the same experience with families and groups randomly split – some “making it” and others left behind.
I am a frequent traveler; having been to many countries and had many interesting experiences. The treatment of passengers by American Airlines and by Lan was by far the most disorganized, discourteous, frankly frightening experience I have ever had – and we were not the only victims. Usually I would contact management and let them know what was going wrong, but I sincerely believe that this is a systemic American Airlines problem. This is meant as a warning to anyone not willing to be mistreated, mislead and even marooned – DON'T FLY AMERICAN AIRLINES!!!