American Airlines - Refunds And Customer Service
Customer Relations - Complaint
ONLINE, COLORADO -- The customer service of American Airlines is terrible, but the service in Spanish is a nightmare for the Hispanic customers who needs or wants to communicate in their language.
Usually the agents are rude, rude and give false or distorted information, believing that the customer is not able to speak English.
Two years ago we paid a companion for my son who speaks very little Spanish on a vacation trip to Spain, in the Barajas airport, Madrid they left him alone and the boy was lost, but we finally found him after be scared to death.
We reported this incident and they sent us a letter of apology and a voucher for $ 400 dollars for be use in the purchase of another ticket.
When I went to use it, the agent in Spanish refused to give me his name, refused to give me information of which was the nearest office to use the voucher and we asked to speak with a supervisor and he told me that there were none and left me waiting in line . We decided to use another company to buy the tickets for our vacation.
This year, we made the mistake of buying 4 tickets to the destination to which we would go on vacation, unfortunately one of the group members (a minor) get sick; we send all the medical documentation to the company ; this ticket was not refundable..
To my surprise the Spanish agent who served me (Mary [snip]) with a very aggressive attitude informed me that they returned the ticket money only if the passenger died, something that is incredible IN ALL OTHERS AIRLINES, illness, hospitalization, etc. are considered when medical documentation is submitted. By insisting she change the version and said that maybe we were given a voucher valid for one year, I asked for a supervisor and she left me waiting for over 20 minutes, of course I could not talk to the supervisor.
The Department of "refund" does not have a phone that the client can communicate, by email you get no answer, either by letter, customer service does not give information in Spanish or in English and the fax number in the Website not work.
Conclusion if you can travel by another airline DO IT, American Airlines is NOT a professional company, is a disaster.