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Failed Delivery
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

GLENDALE, ARIZONA -- The CS really needs to be worked on. If you contact a number for delivery, then contact that number again for any updates. When a person waits for 4.5 hours of their morning with a no show it is beyond frustrating. The item took a week to get in from CO to begin with. I spent over 30 minutes on the phone with CS. The sleeper sofa will need to be reordered from CO, and then I will need to wait for 4.5 hour delivery window. My time is worth something. They really need to value their customers. I wish I would have stuck with my normal store. UGH!

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Customer (dis)service?? American Airlines is pathetic
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MIAMI, FLORIDA -- I had reservations for a June 14, 2019 nonstop flight from Miami to Madrid at 4pm. It was a trip to celebrate my youngest's 9th birthday. Boarding was supposed to begin at 3:15pm, so we arrived at the gate with my family of 4 (with 2 young kids) at 1:25pm. American Airlines (AA) should change their description of this flight to "nonstart" instead of nonstop. This was not the first time I show up for a nonstop international flight from MIA to Europe where AA has delayed the flight due to 'maintenance' issues. Last year we were delayed 2.5 hours in MIA for a flight to CDG (Paris). So when I saw delayed on the departure board for Madrid recently it was not a shock.

However, the shock set in after 6 delays and 12.5 hours later (at 2am the following morning) AA decides to cancel the flight. We didn't get our suitcases until 3:15am. I informed AA that due to these severe delays and cancellation, I lost my connecting flight to Barcelona and the tour we were supposed to take when we got there. "Don't worry" AA said, "since it is a maintenance issue, we'll will reimburse you for the money lost, just send it to AA customer relations and provide receipts."

Since the 7/15/19 nonstop AA flight to Madrid was already booked, AA booked us on a nonstop flight on Iberia from MIA to MAD (on 7/15) at 5pm. Ok so that would've worked, instead AA decided to do the same with approximately 40 other people. Did I mention we were not informed by AA of this 'overbooking'? So at the Iberia counter I am informed of the AA overbooking problem. I was told I could be on the standby list, but that Iberia had all seats sold anyway for their passengers. I was directed to go to the AA counter and see what they could do.

After a LOT of arguing and several more hours at the airport they managed to get us out. It was only 28 hours after we were supposed to head out, but hey who noticed? So when I get back from my trip I submit my claim to AA customer relations, you know what their response was???? 10,000 AA points!! (see attached) I guess I know why it takes them a week to respond. Apparently 'Dee Peaches' is the only person who looks at them.

So I send a follow up to send me a number I can call in, or to have someone call me. They called while I was unavailable and left a message, but failed to leave an extension. So when I call back to the 1-888-214-3282 number, I don't know the extension and there is no way to talk to an operator. Unbelievable!

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American Airlines Flight Delay and Conduct Endangered My Personal Safety
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

My travels went smoothly until I arrived at LAX with American Airlines. Landing at 7:16 P.M.--from what the service agents told me, I was already pinched for time to get to the gate since my flight departs at 8:00 P.M. This was compounded by the fact that American Airlines decided to park the plane at an off-site terminal. The pilot said that there would be no more flights on that specific shuttle for the day, which is why they did this. This prevented me from getting to the gate on time. Even though I sprinted to gate 50B directly, they told me the gate was already closed--mind you that this is at 7:53.

I have been repeatedly informed of the policy that the gates close 10 minutes before departure, but it is American Airlines that is at fault for the delay and missing of the flight. I first spoke with the customer assistance agent Sonia Ochoa in terminal 5 and I was rudely and mechanically told that, "it is air traffic's fault, we can't help you." She only offered me a stand-by ticket at 7:50 in the morning.

As a paying return customer of American Airlines, I was shocked by the egregious treatment I received. I had to fight tooth-and-nail to simply get a confirmed flight the next day. I was even lied to by one of the phone agents, who told me that the 2:10 P.M. flight by American Airlines the following day would get me to Honolulu the quickest out of all carriers. Constance, the other agent working at terminal 5, told me that it was a problem in Philly with air traffic. Then she began repeatedly questioning me by asking me, "Why would they park at an off-site location?" She personally embarrassed me by putting me in the spotlight in front of other customers and agents with this action.

Without anywhere to stay overnight, I was extremely worried about my personal safety. I was staunchly denied any access to a lounge or hotel where I could be safe. Through its actions, American Airlines endangered my safety. I filed a formal complaint, but they just sent me corporate nonsense that fails to make me whole. Attached is their ridiculous response to the situation upon filing a formal complaint.

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They Stole My Refund And Threatened Me When I Tried To Get It Back!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA -- I hired American Cosigners to cosign on an apartment for me. I wired $2296 but never got an apartment. I asked for a refund but 9 months later, I am still waiting for it. I have been lied to, threatened, and defamed by Randi **, the American Cosigners' owner, these past months to scare me away so I will stop asking for it back. Please help!

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More Than Completely Incompetent Customer Service - Even a Letter to Stephan Squeri Produced Zero Results!!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

JACKSONVILLE, FLORIDA -- I have been a Platinum cardholder for 21 years with AMEX. Recently they solicited me for a new Business Platinum with 75k points promotion - falsely communicated this to me in a solicitation to my personal e-mail. In attempting to remedy this situation of applying the points promotion on my account; AMEX locked my existing points for use, and none of their Customer Service personnel (including supervisors) nor Membership Rewards personnel (including supervisors) can remedy this. They cannot escalate. Thus I have written the CEO of AMEX twice now; trying to get a resolution to this issue. He assigned an individual in the corporate offices who has not resolved the issue; nor can you get this person to respond. There is no way to zero out on the phone # provided.

AMEX has taken several steps backwards in the past months with Customer Service, false solicitations, and cardholder benefits. Such that I am ready to severe my 21 year relationship with them at this point. Their products are pricey ($598 annual fee) for the service and benefits they provide. STEER CLEAR OF AMEX!!!!

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Annuity - Asked for Distribution; They Gave Me More Than I Asked For; Asked for Corrected 1099-R, Not Received.
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

AMARILLO, TEXAS -- Needed a Required Minimum Distribution and sent in a form but apparently I misread it and they assumed the amount I specified was net rather than gross. Sent them a letter to correct it; didn't hear anything in two weeks so called again; only then did they forward the letter to the distribution office; waited two more weeks (after I received 1099-R which was incorrect). Asked for correction on 1099-R and one month later am still waiting for it. AIG deliberately ignored my repeated attempts to correct the situation which they could have done before the 1099-R was due. No apologies. No corrections. Conclusion: lousy company to do business with.

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CPR Transaction. Customer Service. Card
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA, CALIFORNIA -- Hello. I have some concern about my transaction regarding of claiming the American CPR Carrollton. I was charged for only one time purchase and they get billed me again just right now. I didn't have even purchase anything this week. Will you please fix this problem? And Oh, for the customer services who name Ryan **. I find him uncomfortable because he doesn't respond or help the customer needs. He just send you a chat transcript more than once without helping you back about the case and I was promised to received a mail for my hard copy after finishing the course, I've waited for weeks but still haven't got any mail yet.

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

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...

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American Airlines Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 49 ratings and
219 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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