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Switch and Bait and Deliver Crap
Posted by Cbeiderwel on 09/06/2012
OCALA, FLORIDA -- We needed a new mattress for an old/antique 3/4 bed. We were assured by our sales representative that sizes had not changed in a hundred years.. We gave him the measurements and he again made the above statement, so we tried the merchandise they had in their inventory and made our selection.

We also needed a mattress for our king size bed. We use two twin sets, so we tried the merchandise they had in their inventory and made our selection. We wanted very firm for both sets. We paid for both orders that day 5/19/12 (including a $75.00 delivery fee) and waited for their 5/23/12 delivery day. We told them it would have to be before 4:00pm as we had an appointment and would be leaving. They finally called and said they could not make it and rescheduled for the next day. Supposedly we were first on the list for delivery the next day. The store doesn't even open until noon, so they said they would be here by 2pm. Needless to say they weren't and when they did show up "they didn't even have our whole order". When my husband saw the 3/4 mattress he knew they were to big. They only brought one of the twin sets. After many phone calls back and forth to the store they agreed to return the supposed 3/4 mattress and credit to our credit card.
We immediately knew that the two sets of twin mattresses were not the"firm" that we tried in the store. It was like sitting on cotton balls.
After many many calls, even to our credit card company, they refused to return those cheap, soft, worthless mattresses to their stores. Therefore, they are sitting in my bedroom up against the wall unused and unwanted because they are not what we ordered.
It was such a terrible ordeal with such inferior merchandise "and" organization. I have never written a review before, but after this mess, I feel other customers should know what a crappy experience we had. I would never recommend this company to any one, unless they enjoy getting ripped off......
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How is this legal?
Posted by RoyaltyNMU on 02/23/2011
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. Ofcourse 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 ahold 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 managers 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 (Scott William and Cory Chestnut) 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 hastle I got Shawn Murphy(972 425 1090), 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 Shawn 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 Shawn Murphy 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 Robert 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 alot of people do steal stuff so be careful.
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Posted by Anonymous on 2011-02-23:
What does your last sentence mean? Are you suggesting that employees stole your luggage?
Posted by trmn8r on 2011-02-23:
$2500 sounds extreme. Does an airline cover a bag for that much?
Posted by RoyaltyNMU on 2011-02-24:
And this is meant to help, not for you to call me a thief or communist
Posted by jktshff1 on 2011-02-24:
editing does wonders, Doesn't it?
Posted by route51south on 2011-04-19:
Since the airlines are going to charge for checked bags, I think I'll use that check-in money and have FedEx deliver it to the destination. Much more reliable.
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American Airlines Cancels Flights & Does Not Care!
Posted by JenineS on 12/18/2010
My Daughter After 8 hours at DFW
My Daughter After 8 hours at DFW
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 junkfood 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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Posted by Anonymous on 2010-12-18:
Its airline travel. these things happen. You could have easily got yourself a hotel if you didnt want to sleep on the cots. I really only needed to read the frist 2 sentences and knew what the rest was about.
Posted by leet60 on 2010-12-18:
What a horrible experience. I truly empathize with you.

This is very common in the U.S. There are no federal requirements that airlines must meet regarding delayed or cancelled flights. Each airline has its own policies. It’s important to know that airlines are not required to compensate passengers whose flights are delayed or cancelled.

This is one of the drawbacks of the Airlines being deregulated.
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Flight 118 from LAX to JFK nightmare!!!
Posted by Karnaim on 03/17/2010
P.O. BOX 619612 MD 2400 FORT WORTH, TEXAS -- American Airlines 118 from LAX to JFK. Flight 118 was suppose to land in JFK but instead this is what happened; We were unable to land as planed 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 plain as we were not allowed to leave the plain. 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 plain nor we were 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 bout to faint! I was dizzy and weak!!! I really believe this is not only wrong but inhuman! to keep people inside of a plain and not provide them with the basic of the basics - Food!
Moreover - we were finally allowed to leave the plain 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 new 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 then 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 plain waiting to take off.
Needles 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.
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Posted by PepperElf on 2010-03-17:
and carrying more food will just raise the fuel costs

i mean i understand being hungry but once they run out
there's not a lot of choices on what to eat
Posted by Ben There on 2010-03-17:
Sometimes with bad weather like this hits there is not much that can be done. Air Traffic Control controls if the airplane can land, and can delay flights into airports for hours because of traffic.

With the new consumer laws going into effect, airlines will face huge fines for keeping people on a plane, even if they have no control over the weather and can't get a gate at the diversion airport simple because there are no gates to be had. To avoid these fines, I expect a lot more flights will be cancelled because of weather, leaving lots of people stranded without hotels.
Posted by Anonymous on 2010-03-17:
Even remotely defending the airline here is ridiculous. From all these past events similar to this, any airline should be outright embarrassed at this kind of behavior. I would think they'd be bending over backwards trying to prevent situations like this. At the very least, food should have been delivered to the aircraft. And if the times are correct, no one can tell me that not a single gate was available for 5 1/2 hours. This airline blew it and blew it big time.
Posted by Anonymous on 2010-03-17:
I agree with The Judge. This is deplorable. Trapping people inside an aircraft with no food for 12 hours is inhumane, not to mention all the other shortcomings. Anyone who thinks this is acceptable should definitely have a reality check, starting with the airline employees themselves.
Posted by biomajor on 2010-03-17:
They were on the ground for 5 1/2 hours in Washington. Someone from the Airline should definitely have gotten some food to these people trapped inside the plane. This is a disgrace!
Posted by Ben There on 2010-03-17:
The Judge - if I recall you worked for an airline. I am not defending AA, but from what I understand there were many diversions to Reagan, and and they ran out of gates. This would be a 767, and Reagan does not normally get those large planes. Out of curiosity, how quickly could you unload 10-20 planes with maybe 2 or 3 gates?

In hindsight, AA should have cancelled this flight in LAX. Of course this would have meant a lot of people probably would not have gotten home for days, nor would they have gotten a hotel room but there would have been plenty of food.
Posted by Anonymous on 2010-03-18:
If this was a major event, ie, massive diversions, the airline is at fault for using Reagan for all of them then. They have plans for this type of thing and apparently their plans need re-evaluating.

Unloading all the planes with only a limited number of gates would be chaos. Better to have diverted them to other cities...IAD, BWI, BOS etc. They may have run out of gate space but the catering companies have food. Load up a truck and bring it to the plane. Service the lavs if necessary. This isn't that hard of a fix.
Posted by Anonymous on 2010-03-18:
Being too lazy to look up the exact details I can tell you a few things are wrong with this post.
On a Tcon 767 a pilot would have to go to his alternate within 90 min, not 2 hrs - there just isn't the gas to hang out that long. I doubt they landed at DCA, IAD perhaps. DCA has too short a runway and if it was a divert point for other aircraft you'd have to hardstand the a/c and there really isn't any space. Further, no gates can accomodate a widebody at DCA that I know of. 51/2 hrs on the ground can't be correct as the crew would go illegal (exceed max workday by law) and no one would be going anywhere as the min rest period kicks.
Was this a lousy flight? Absolutely, just not sure what any airline can do about the weather. As far as timelines etc, can't be accurate thus casts doubt on the story.
Posted by Anonymous on 2010-03-18:
The plane was diverted to Washington Dulles and not Reagan. Everything the OP posted pretty much is on the money.
Posted by Ben There on 2010-03-18:
Yep, it was Dulles. That does not really change anything though. Just because you have dozens of unexpected planes on the ground does not mean you can magically create 20 extra gates, 15 extra catering trucks, a bunch of air stairs and a staff of 100 to go support those planes on the tarmac.

Playing devil's advocate here: what is the lesser of two evils - sitting on a plane for 5 hours with limited food, or spending an extra 4 days in LA paying for your own hotel or sleeping at the airport? Neither is ideal - even the airlines know that - but when nature hits we have to adjust.
Posted by Anonymous on 2010-03-18:
I guess the solution is to bring plenty of food and drink on the plane. That way if you are delayed for 12 hours, you will be prepared. It's sort of like when you go hiking and "might" get lost or preparing for armageddon. Of course, then you will be over your bag limit. What to do, what to do.
Posted by karnaim on 2010-03-18:
Well I think the way it was handled is wrong! Right you can't magically create 100 catering trucks, and extra gates.
Can you bring a van and get the people off the plain to get food?
Can you order some food and get it on the plain? Yes. What is the big deal? No one expected them to bring a 3 course meal.
After we are on the ground how come other airlines like British airways had representatives looking for their passengers assisting them with questions, giving vouchers for food, taxi rides, hotels etc.? Can they magically create those things?
Jet Blue got a bus to JFK for their passengers, why didn't AA do so?
No - the weather can't be controlled.
Yes - the way the situation was handled could be better.
I think it's a shame that a company or anyone would think it is OK.
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Lost Baggage
Posted by Pixeljuice on 11/08/2007
NEW YORK, NEW YORK -- On November 03, 2007 I traveled from XNA to LGA with one short stop in Chicago. Seated in 24F, I saw my bag loaded onto the airplane bound for La Guardia. Still, my bag, and the bags of 4 or 5 others on my flight, never found their way to the carousel.

I gave my info to the baggage desk and was issued a file locator number. I have been contacted once by American Airlines in reference to my lost baggage and have been faxed a questionnaire on which I sadly list items that I trusted AA to move from one location to another and will have to most likely replace myself.

If an airline willingly takes possession of my baggage, are they not responsible for returning it to me? I understand that packing antiques or a computer in checked baggage is just asking for trouble, but I believe that AA doesn't intend to pay me for my $124 electric toothbrush. Come On!

I have read many posts on the internet complaining of lost baggage and little to no compensation. I have added my voice to these complaints and will continue to cry foul for what's happened and AA's inability to locate my baggage.

I called American Airlines today to ask that they define some of the language they use on their website regarding liability. They've used such general terms like "optics" that I don't know if they will compensate me for my eye glasses or contact lenses lost with the baggage. A customer service representative explained that she was not allowed to answer that question nor was I allowed to speak with her supervisor or claims agent to clarify the meaning of "optics." Most frustrating.

We all have a choice when we fly and I well intend to use that opportunity to fly with a company who has a better record (AA ranks somewhat poorly for lost luggage according to a recent USA today report) for things like lost luggage and customer service.
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Posted by MRM on 2007-11-08:
You certainly wont be the last person with complaints about lost baggage from this airline.
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Complaint Letter
Posted by PKingkaysone on //00
DALLAS, TEXAS -- Dear Customer Service Relations:

Re: Flight Personnel

On Sunday, November 19, I was faced with a really bad flight attendant front desk at DFW Airport in Terminal B.

Unfortunately, DeAnna was not very helpful with my flight information. My parents were flying an international flight and I told her that they will get their VISA in LAOS. She kept on insisting that without proper documentation, they are not allowed on the flight. I told her that our travel agent said that we could get the VISA back at Vientiane, LAOS. With all the arguing back and forth going on, my parents did not make it on the flight that they were supposed to get on. We then decided to leave that terminal and get into 2 more terminals before someone had finally directed us to the right direction. When we finally arrived at the last terminal, the flight front desk lady told us that my parents are able to get on the flight and that they could get their VISA in LAOS. She also said that the first lady just needed to scrolled down and read further to determine that "anyone flying out of the country could get their VISA's in that country". Due to that, my parents were delayed for couple of hours at several airports, and have missed my grandmother's funeral back in LAOS.

I am disappointed because I thought American Airlines was really good with their customer service and had well trained employees. That is the main reason why, I have decided to choose AA as my Advantage Flight Miles program. This incident have given me a different perspective.

To resolve the problem, I would appreciate it if you could compensate in someway for the time that we missed the original flight which caused my parent's to miss my grandmother's funeral.

I look forward to your reply and a resolution to my problem, and will wait until December 15, 2000 before really condsidering to cancel my AA Advantage Flight Miles program.
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Posted by janethappygirl1 on 2004-01-31:
I sympathise with you regarding your story and indeed do feel that you and/or your parents are entitled to some kind of free service. But, unfortunately it will never happen. Airlines suck. See my complaint North American Airlines. They truly do not care. If you get any resolution please let me know what and how because I have not been offered any resolution from North American Airlines..janethappygirl1@aol.com
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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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