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American Airlines Consumer Reviews - Page 3

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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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AA Agent at Baggage Checked Yelled at Me About Cutting in Line.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- I was trying to check my bag in Las Vegas on 7/22/13 and the blonde ticket agent tells me that my bag cannot be ticketed because of the short layover in Dallas. I was told by the blonde agent to "move" to an unmanned line and wait for the supervisor; she pointed to the spot I should move to wait. I moved to the unmanned spot and three times the AA agent next to this line (different woman) yelled at me that I had cut in line. (Ummmm, there was nobody waiting in this line and I was doing what I was told by the blonde agent.)

Supervisor ** arrives and he also yells at me about "cutting in line." I explained (again) that I had been told by blonde agent to move to this line because of the baggage ticketing problem. American: The majority of your baggage and ticketing agents at the desks in the airports are rude, abusive and mean. What training are you giving them to teach them how to be rude and verbally abusive?

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Cancelled Flight, delayed, Rerouted to Alternate Destination
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

After a canceled flight to Santa Fe, my travel companion & I were booked for the next day. The flight was delayed to Dallas, so the Flight to Santa Fe departed without all connecting passengers. We were sent to Albuquerque. My luggage was sent to Santa Fe. By the time I arrived there the airport was closed. I asked at the AA counter how to get my luggage in Albuquerque, said go get it!

I'm on vacation from Florida... No luggage, No transportation, & hungry. I paid extra for the flight to Santa Fe! Not Albuquerque!!! How can I be compensated? Two lost vacation days, no luggage, taxi to Santa Fe, & expensive ticket not able to use!!! Please advise. Should I be reimbursed?

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This Is Bar Far the Worst Experience I Have Ever Had Booking a Flight
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ORLANDO, FLORIDA -- For one week and a day I have been trying to purchase a ticket with AA airline. Things go very smoothly both online and over the phone, but I don't get any confirmation. I want it out... Nothing comes through.. Every time I call I get a different reason why I haven't received the confirmation. Then I was told my card didn't go through, gave them a new card, still didn't get a thing. Called again and was told that my first card worked and now my email doesn't work, which was odd since I was getting other correspondence through that email. As we speak, I still haven't received anything.. I will never again use this airline.

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Stolen Wedding Ring and Past, Present and Future Diamond Ring
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

DALLAS, TEXAS -- When returning from Costa Rica to Dallas DFW airport and getting home, I discovered my wedding ring and another ring that represented past, present and future given to me by my husband. We will be celebrating our 50th wedding anniversary September 14, 2013. In a hurry to pack in Costa Rica for my return trip to Dallas, I put my rings in a small jewelry box that also held some costume jewelry and a pair of coral earrings.

When I got home the rings were missing and ironically, one of my coral earrings. I was shocked. There was no card from TSA stating they searched my luggage but who would leave a card if they stole it? I am sick about it because they represent memories for me. I should have put them on for the return trip. Lesson learned here. However, I know there is nothing I can do to retrieve them and I hope whoever took them can living with stealing as it is a sin and he, she or they will have to answer to God.

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Change Fees
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LOS ANGELES, CALIFORNIA -- I booked a flight from LAX to Richmond, Virginia for June 13, 2013 in April 2013. On May 24, 2013, I called to change the date to June 12 for the same or any other flight. One agent said they will charge $150 per ticket as change fee, plus the fare difference between the new and the old fare. The total charges came to more that $450, I paid for the original fare.

This is the way American Airline make money. No wonder AA has no customer loyalty. They just want to capitalize from the customer's misfortune. Finally, I talked to a supervisor. She said the additional fee per ticket will be $387, which was ridiculous too. When seats are available, the most you can charge is $50- $100 per ticket. The price tag quoted above is highway robbery. There should be some legislation about this kind of behavior.

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Canceled My Reservation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OKLAHOMA CITY, OKLAHOMA -- I was to leave at 7:10 on Thursday Morning, they did not cancel my reservation until 10:00 the night before. I tried contacting them and was on hold for 30 minutes each time. I finally left a callback number and was called 68 minutes later. This happened 4 hours after my flight departure time and I was not able to make the trip. They would not work with me and said their staff was sufficient to handle, but I was not able to reach anyone until it was too late to go.

I ask for a refund plus the deposit of 120.00 I lost because I could not make the trip. They refused to give me a full refund on the ticket they wanted to give me 50.00 less than the ticket cost me and told me it was not their fault I lost my deposit and to contact customer service. I said I have contacted customer service and they will not get back to me. This is a great way to do business. If you make your customers unable to fly and then short the refund.

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

I have a choice when flying and months ago reserved seat 8 on the front of the plane so I could get off quickly to transfer. I could have picked the aisle exit row but chose not to. Getting on the plane I was arbitrarily assigned seat 19F window at the back of the plane. So now I might miss my connecting flight, am in a seat with no leg room (I am six foot 3 inches), am getting crushed by a fat woman spilling onto me, and will be inconveniencing people several times as I have medical needs to frequently use the restroom.

I could have paid less money and flown another airline but being gold for like I thought gave me some benefits?!! American do you want my business and loyalty or are you telling me to piss off and treat me like cattle car, I guess my loyalty and flying a million miles means nothing to you!!!

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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:
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1.4 out of 5, based on 42 ratings and
214 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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