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221 Reviews & Complaints

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Bad service
Posted by on 04/17/2002
LOS ANGELES, CALIFORNIA -- My husband, daughter, and I live in Australia. We purchased three round trip tickets worth approximately $8,000.00AU, which were supposed to be open for 12 months, we assumed this meant we could change our return dates.

First we wanted to upgrade to business class on our return flight home using our frequent flier points. We were told by AA that we couldn't do it because it's a Qantas plane. I then rang Qantas, and they said they couldn't do it because it's an AA reservation. I thought you two were sister companies. Not only were the customer service representatives not helpful, they were very rude.

Now, we find that we will need to get home early. We have been told that we can't change the date, nor can we cancel a leg of the trip from San Jose to LAX, as we will be in LA at the time of departure. So, we find ourselves stuck in America, and will have to fly out of LAX to San Jose then back to LAX and then home to Australia. We have our four year old daughter with us, so the added travel time is going to be very difficult to say the least. Again, the customer service representative was so unhelpful and rude. The rules of these very expensive tickets make no sense at all, and we are frustrated beyond words.

To help keep me as a potential future customer, I would like the following:

We would like to be able to fly home early, and cancel the San Jose to LAX leg without voiding the entire ticket.

At the very least I would like a response from your company regarding this incident. Thank you for your time.

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Posted by Anonymous on 2002-05-29:
Posted by bberg009 on 2008-01-20:
You are not alone getting hurt by this so-called "alliance' designed to confuse customer and make a quick-buck in the process....

After spending almost $10,000 on plane tickets to Austalia for our family vacation (5 people) Quantas refused to give a single frequent flier mile to our American Airline accounts (they are one-world alliance partners).

However, after the travel is completed, Quantas instructs American Airlines, that the flights does not "qualify for frequent flier milage" - N class economy tickets. No such stipulations were made when we booked the tickets, after confirmation, nor is it printed on our intiniary, tickets, boarding passes,emailed confirmations or receipts.

Only after travel is completed and paid for do they refuse credits. Quantas, also does not respond to emails nor direct contacts. Is this fraud experienced by others?
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Serve Employees Stealing Money From Clients Accounts
Posted by Ghlahr on 02/26/2014
NY, NEW YORK -- On February 14, 2014 I made a payment to AT&T and had the funds in my account to make that payment. SERVE put the payment on hold and then blamed the merchant who didn't get the money. After 7 days my money was no longer in my account. When I called to find out what happened the customer service said they could find no record of the transaction. I told them I had a screen shot I made of the web site 4 days earlier and then claimed it was a glitch not theft. When I tried to find out how I could make a complaint I was told in no uncertain terms that they had no complaint department and if I wanted to pursue this I would have to take it up with the Texas banking commission. SERVE employees are stealing your money. Use SERVE at your own risk
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Posted by Cwazychicken on 2014-03-03:
Yea i did try serve but realized i didnt need it. I have a bank debit card and i don't trust the prepaid cards...or cards from sites like netspend, etc. Too many problems.
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Posted by Nperillo76 on 02/09/2014
LAS VEGAS, NEVADA -- I had a bad experience with American Express Travel. The agent didn't explain things well and my Cancun trip ended up costing more than expected and wasn't the room we expected. It ended up costing time we should of been out enjoying our vacation too because we had to fix several problems. I will never use this company again. And when we wrote a complaint letter they did not agree with our issues and did nothing for us.
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The Manager Was Very Rude and Nothing Was Resolved
Posted by RENEELEY on 01/15/2014
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 back order 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
Posted by Dismi1 on 12/29/2013
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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American Express Is the Worst Credit Card!
Posted by Shaolay on 12/27/2013
MASSACHUSETTS -- American express has the worst credit card practices. They purposely do not send payment reminders so they can charge you late fees. I must have called in three times asking for payment reminders which they assured me they will send. They do send it for a few months then it disappears and you forget to pay the balance and they charge you a late fee. You call back and someone finds some glitch in system and this happens again and again but they keep charging late fees. I was getting charged 25 dollars for being late 2 days on a 80 dollar bill.

Bad customer service, deceptive business practice. Highly recommend everyone to stay away. Use Visa or Discover card which I've never had any problems with!
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Posted by saj80 on 2013-12-27:
Are you sure this is an issue with American Express and not the postal service? My mail delivery is a lot less reliable than it was previous to all the cutbacks and consolidations by the USPS. You could enroll in AmEx's online account access and pay your bill there
Posted by clutzycook on 2013-12-30:
In my experience, due dates on most credit cards are pretty much the same from month to month. Write the due date on your calendar or set it up to remind you through an online calendar app like google.
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Terrible Customer Service
Posted by Pittman24 on 12/26/2013
ISSAQUAH, WASHINGTON -- I am 53 years old and run three successful businesses, should my customer service be that of AMEX I would be out of business.

The value of the card is just not there. It is the most expensive card to own that I have. They are supposed to credit me for incidentals when I fly United, I have not seen one credit! and I already know how long I will be put on hold to resolve this (it's not worth my time)

All companies are put to the test, not when things are going good but rather when things are going bad and how well they handle the problems presented to them, AMEX has failed terribly.

I was overseas on business trip and had to make an additional flight to another country and had to change my return flight back to the US booked through AMEX. Three dropped calls two hours later it seemed the return flight to the US was handled... they never got it booked! cost me over $1000 and hours of my time, they said sorry and gave me a $100 dollar in house credit.

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Rip Off Repair
Posted by Stepet1 on 10/26/2013
Brought my computer in to be repaired. They took 80 dollar deposit. Spoke to them 2 days after dropping off my computer. Told me I had to pick up the computer because the problem never occurred. They told me even though they never experienced the problem the drop off fee was 80 dollars and they would not return the money I gave them when I dropped off the computer.

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When I was automatically billed by Costco for a membership fee and called American Express to cancel, I was intimidated!
Posted by Alicejones565 on 10/02/2013
I have been a Costco Member since 1993 and until now have been very pleased with my American Express True Earnings Card. Recently, however, when I called American Express to cancel my membership, explaining that I no longer live near a Costco, (the nearest one is 40 miles from here) the representative told me that I was still responsible for paying the bill. I responded that since I never requested a membership renewal, I felt that I was not obligated to pay for it and that if I wanted to make purchases at Costco, I still had a Costco Gold Star Member Credit Card. Finally, he said that I could dispute the charge, but needed to call Costco at 1(800)7742678 and tell them that I wanted to cancel the membership, which further upset me. Reluctantly, I did call and after waiting over 11 minutes on my cell phone to speak to a real person, I was cut off and sent back to the initial recording to begin the process all over again!
Now REALLY annoyed, I called 1-888-246-1076 (customer care) once again, explaining what had just happened and was again met with yet ANOTHER arrogant and rude and very hostile representative!!!
WHAT is going on there that an excellent customer should be treated that way?
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Posted by nikalseyn on 2013-10-03:
What's going on is just another example of how customer service has declined and what Costco really thinks of you as a customer.
Posted by CU on 2013-10-04:
I believe that the membership renews automatically unles syou request an opt out. How far into the new membership period were you?
Where did the intimidation come into play?
Posted by ok4now on 2013-10-04:
Why did you call AMEX to cancel your membership with Costco? You don't need a Costco C.C. to shop there, you only need a membership card. If Costco billed your renewal to AMEX you need to contact Costco and have them remove the charge.

Customer service has not declined at Costco. I have an executive membership and am very pleased with their service. Because I get 2% back on purchases my $110 renewal was free.
Posted by Old Timer on 2013-10-04:
Feel the same way ok4now. It's really hard to find very much fault with Costco.

Posted by trmn8r on 2013-10-04:
I agree with the others here - this is a Costco issue, if anything. If you gave Costco your card info, they may have put you on auto renewal. In any event, you will have to cancel through Costco. From AMEX's point of view, these are authorized transactions.
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Irresponsibility of American Airlines
Posted by Azeytun on 09/09/2013
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 be 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 travelling 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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Posted by Pete on 2013-09-09:
"...mechanical issue of the airplanes is not under the responsibility of the American Airline." They lied, of course mechanical problems are their responsibility. Weather is about the only thing they cannot control. They should have put you up in a hotel until their next flight. Complain to the corporate headquarters, be concise, complete, and factual in your LETTER, not an email, and send it registered mail. Good luck.
Posted by cmthru on 2013-09-09:
100% agree with Pete. There are federal regulations that compel airlines to provide compensation for delays and/or cancellations due to mechanical failures.

In fact you can read American Airlines own posting of the rules that applies in this case. Scroll down to Date 2/25/2011.

Posted by FoDaddy19 on 2013-09-09:
". They further emphases that mechanical issue of the airplanes is not under the responsibility of the American Airline. "

That's a load of BS, it's their plane. Pete is absolutely correct.
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