Search for a Company by Name

American Airlines

Customer Service Ratings and Comments

American Airlines is ranked #41 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 66.68 out of a possible 200. This score rates American Airlines customer service and customer support as Disappointing.

NEGATIVE Comments

55 Negative Comments out of 74 Total Comments is 74.32%.

POSITIVE Comments

19 Positive Comments out of 74 Total Comments is 25.68%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • If you want to reach a live person when calling 1-800-535-5225, as soon as it the automated voice picks up, press 7. And if they can't find your bag, keep calling every hour. It worked for me.

    Anonymous 2/20/10 2:43PM

  • Awful experience. Just wanted to know husband's AA Advantage #. No way to get help. Very annoying. I finally started hitting O. At least that put in line to talk to someone.

    Anonymous 2/12/10 10:59AM

  • On Sunday February 7 at JFK Airport, Flight 412's baggage did not arrive at the baggage claim for 90 minutes after we got there. This wazs two hours after flight arrival. This is the second time at JFK that we had to wait an inordinate amount of time for our baggage. The first time was in October on a flight from Paris.

    What all of us talked about while we waited was the fact that we paid to have our baggage checked, and in return received bad service.

    The baggage claim reps called to find out who the crew chief was, but could not get through to him.

    Anonymous 2/12/10 7:59AM

  • I'm having the same problem that others are having. I'm trying to book a flight (round trip) to KC and back. My wife is already on the flight. I missed the cutoff date by 6 hours. I was hoping I could still take advantage of the promo that AA was offering. There are seats on both flights. I'm not paying $200 more dollars for a flight up and back for a day. Currently, I have been hung up on three times. I can't speak to an agent at all to see if they could wavier the date or post date my reservation. I'm an AA meember. Lost revenue for AA.

    anonymous 2/12/10 6:46AM

  • They are some of the FREAKIN HARDEST to get ahold of people that i ever met!!!!!!!! Took FOREVER for me to be able to talk to a real person instead of all those horrible nasty recorded voices!!!!!!

    Anonymous 2/11/10 6:49PM

  • I purchased a ticket for flight 2684, Reno to Nashville for my 14 yr old granddaughter that has flown only once in her life. I paid almost $100 dollars more for her to not have to change planes. Her dad in Reno called and told me she was going to hve to change planes in Dallas.I have been sitting on hold for 45 min trying to get someone to help with getting a 14 yr old child where she should be. I have traveled thru DFW and know that I even had a hard time with changing. the plane has now landed and it has now been 1 hour and I am still on hold. Her parents are in Reno and I am in Nashville, tn and neither of us know where she is. I want some one to get in touch with me. my phone has gone dead from waitingm Johnette Burton

    Sick over this ordeal 2/11/10 5:37PM

  • American Airlines needs to provide a phone number for the customer relations department instead of relying on email only. When no one responds to the email, there has to be another way! I actually had an agent tell me there are no phones in customer relations. I then asked for a supervisor and was somehow able to be connected to the customer relations department. What a shock! Good thing it was through their 800 number and not on my dime since I was then put on hold for 5 min., talked to Shanna who didn't know what she was doing and was put on hold again, only to be told that the Dublin office would be handling it and all she (Shanna) could do is email. Supposedly

    Judy 2/1/10 8:57AM

  • This has been one of the most frustrating expereince I have had in a long line of disappointments wiht american airlines. Your customer service policies punative and if I never have to fly American again it will be fine with me.

    Mike 1/29/10 8:06AM

  • I travelled with AA for the very first time to the Bahamas via Miami from London. I had a pleasant flight going, however my return trip on the 16th Jan AA4977 to Miami was not a happy one, we were trying to find the proper line for AA to check in, however we were standing in the wrong spot, instead of telling us politely where we should line up, one of your ground staff yelled at us in a very unprofessional manner which caused a lot of public embarrassment to us. I spoke to a supervisor who took this complaint very lightly. No one should have to feel this embarrass over something so simple as pointing a person in the right direction. Passengers are very careful and cautious these days about travelling, most co-operate with staff, staff on the other hand should be properly trained in customer service so that air travel can be less stressful.

    Anonymous 1/19/10 5:32AM

  • As has been stated before, they have a company full of liars, at their ticket desk, their general 800 number, and most of all their baggage deparment.

    The baggage department in St. Louis lied about a promise to send my lost bags via courier, when I called the same person (the manager of the entire deparment) who made this promise to me to ask why he had not fulfilled his word, I was hung up on.

    Anonymous 12/29/09 2:59PM

  • My father passed away and I had to reschedule a return flight. A very unprofessional agent called Dona was extremely rude. Not all agents are as poorly trained and rude like Dona was; however, I wish a company like American Airlines would provide better customer service.

    Anonymous 12/28/09 9:10AM

  • American absolutely sucks. Worst of the worst airlines on earth. No customer service. When you do get someone on phone or in person, just lies, true lies! Excuses aren't even plausible. It is all about money and never the customer. Plus never an apology or recompense.

    Anonymous 12/25/09 9:16AM

  • this is perhaps the WORST customer service i ever experienced in my life.i was ON HOLD for 22 mins and finally when i got through and told my reservation number i was told it is INTL reservation and again put on HOLD. i have been on HOLD for another 30 mins..before i had to hang up. and al this after 00.30 am PST. this is simply CRAZY. i wish they do something....but i for sure wont fly AA ever again .....

    frustrated 12/20/09 2:42AM

  • NO PHONE NUMBER for CUSTOMER RELATIONS. This certainly kills any expedition of the refund they owe. Their error is causing immediate financial hardships. None of this should have happend.

    NotPleased 12/16/09 3:17PM

  • On Nov 23 I booked a flight with this airline for the first time and after this experience I will never use them again!!! My father was in SICU in Lubbock,Texas and he was not doing well! When I booked my flight I did put a return date of one week little did I know my fathers health would decline, so when I called to reschedule my flight I was charged $150.00!!! What a heartless airline! If I had cancelled my flight all together I would understand but that much to reschedule this is the worst airline ever and I will pass on my experience with everyone I know. Does anyone know how to talk to a real person at this disgusting airline????

    Anonymous 12/7/09 9:59AM

  • I had a bad experience with AA in 1993 and have avoided traveling with them since even though I travel at least 3 times per year. MNy husband has asthma and could not run to the gate fast enough. Although I was at the gate, they closed it in front of me and told me to take a later flight.

    I decided to choose AA this past week (november 29, 2009) because they had a direct flight to Miami from Columbus, Ohio and I wanted to avoid getting stuck in another town Thanksgiving weekend. On our return flight the women at the acreening gate insisted that we (family of three) had to check my son's backpack and a small 12"x12"beach bag. We carried these same items on when we left Columbus but couldn't on the return flight. AA charged me $40.00, the same price as if I had 2 full size suitcases. I booked the trip in August before the new rules went into effect and I showed the agent the paperwork but he would not listen. The flight was delayed two hours. During the 2 hours an employee managed to steal the Playstation portable and the games that went with it from my son's backpack. He forgot to remove them because he has never been asked to check his backpack before. The estimated value was over $600. So much for giving AA another try.

    Anonymous 12/1/09 9:19PM


  • Frustrating... when dealing with AA for name spelling changes. Somenthing so semingly easy becomes a huge issue with them. Specially if other airline is involved in some leg of the itinerary.

    Anonymous 12/1/09 11:58AM

  • jetblue, delta and various other airlines let you change your mispelled name on a ticket EXCEPT AA.
    Now I await the security issues the day of the flight !!! Avoid this airlines at all cost!!!

    Anonymous 12/1/09 8:47AM

  • On November 27th 2009 at around 10:45pm my husband was traveling to Chile thru American Airlines and we encounter the worst representative anyone could encounter. Her name is Soledad from the Miami Airport. We were late and I acknowelege that, but that does not give anyone the right to speak to another human being the way my husband was spoken to. Soledad, told my husband you are late and I do not know if I can help you. I spoke on behalf of my husband and I apologized and explained to her that the ticket was purchased thru Lan Chile and we were at Lan Chile for over an hour before we were told that the flight was actually thru AA. Soledad did not want to hear anything and responded abruptly only an idiot will stay on the wrong line for that long. I stepped in an I told her she had no right to speak to my husband in that manner and I demanded to speak to a supervisor. No one came to speak to us and because it was already late and my husband was so upset I decided to wait and make sure he got on his flight ,came home and proceeded to file a complaint in writing. A gentleman that witnessed everything approached us and gave us his name and number in case we needed a witness. I hope that who ever reads this complaint will take action because no one should endure what we did.

    Felicita Ortega 11/28/09 12:37AM

  • What an awful website. No place for email contact/comment and no phone #. I wanted to get phone# so could take with me to check on flight status, but they obviously don't want to hear from us. So after this flight, they won't need to avert a call from me - I won't be calling.

    reasonablegeo 11/20/09 7:25PM

  • This is our first trip on AA in over 20 years. We usually fly Continental, and after the conversations with the CSRs, supervisors, etc, this will be our last trip. They are consistently rude, unhelpful, worried about spending too much time and violating their obvious time limit on speaking to customers, and the only reason we picked them is for their time of arrivals in the Bahamas. Unfortunately, Continental did not arrive until later that evening. It is ashame, for the airline under Crandall was much different. Very disappointing so far!

    eagleclaw 11/17/09 3:57PM

  • I took a flight from Los Angeles to Chicago O'Hare on 10/05/09...flight 1890. I checked my bag in through your automatic check-in where I paid for having my bag checked and then brought it to the appropriate area for check in there. I received my bag back completely fine..EXCEPT, it turned out when I got home, that there were four items missing. These items were very obviously taken by American Airline employees, without doubt, as I gave and watched the bag go directly to your employee in Los Angeles and it was one of the first off the belt at O'Hare. Lydia at baggage service told me I could not report a claim on these items as she told me I should have carried them with me as opposed to putting them in my bag and entrusting them to American Airline employees! Part of one of the items remained in the bag which has to actually be taken off the item and is not exactly the easiest thing to do. The worst part is the camera that was stolen, as it contains pictures of loved ones which we spent time with on our trip and those were obviously meant to be memories of our time with them. So, basically, I paid $20.00 for my bag to be entrusted to American Airlines so that I could have $800.00 worth of items stolen from it by American Airline people. Your employees should be screened and also on video every step of their day at work since they obviously cannot be trusted to do their jobs without stealing from the customers who pay their paychecks!!!!! I am beyond disgusted!!!!!

    Anonymous 10/6/09 12:48PM

  • After being unable to retrieve my Advantage # online (no access to registered email address), I called into c/s (based upon the number provided on the website)and spent 15 minutes in a very poorly designed auto-attendant tree (i.e. 1st question: "What is your Advantage #?" Well kids, if I knew that one...

    SO, I went to book travel, b/c they always have a human to take your money, yes? From there I had the special joy of dealing with Linda from Dallas. She was combative when I told her how long it took to navigate the system to just get to her (That's b/c we're very busy...." NO. That's because your auto attendant is deficient).

    When I tried to explain the auto-attendant loop to nowhere to retrieve my number, she said "The website is not my problem sir, and you have a bad attitude.

    When I asked for her operator ID, she hung up on me. Stellar customer service all the way around!!

    Did I mention I wanted my AAAdvanatge number to upgrade my seats booked by corporate travel? These people can't get out of their own way to MAKE MORE MONEY!

    War Southwest!!

    gWa 10/4/09 8:27AM

  • I never call or write to report a bad experience, However this just is totally unacceptable and goes beyond comfort it has to do with someone getting sick. On Sept.25 I was a passanger on #3979 Chgo to Louisville. From the moment my husband and I stepped onto the plane we smelled the strong smell of "bathroom" or excrement. I thought the situation would be corrected once we took off and got air circulating but it did not. The flight was like sitting in a dirty toilet for an hour.
    While waiting for our bags from the check-in we heard the hostess ask for the lav to be cleaned and then she added that she did not want to hold up anything but if someone was available to clean it she would like for it to be cleaned. This confirmed that she was aware of the stench on board. I arrived to my relatives house nauseaus and feeling like I wanted to vomit. The smell was on my clothes and in my nostrils. This is not how I wanted to start my much anticipated visit with my son and his family. Gloria Kazanova Sugar Grove Illinois

    Anonymous 10/1/09 12:46PM

  • To Customer Service (if you have this department anymore) I have been on the phone with 2 agents. Both suggested I take my issue on line to aa Customer Service, which was never available, every other site was so I will voice my frustration with you in hopes you might be kind enough to pass this on to Cust. Service.

    With much coordination and long time planning we booked a flight to Kona HI.to celebrate ours and friends anniversary. We were to leave on Monday 10/5 and return on Monday 10/26. As you may or may not know, you have taken Monday flights to and from Kona off the schedule. This results in our missing some of the planned events and a loss of dollars associated with this. Additionally, flying in on Sunday means we now have the costs of a hotel for an additonal night as we can not get into our time share until Monday. Also we will lose the Sunday night we should be there or stay until American Airlines does fly out and that of course is further expense. We have been frequent flyers for many years with you but loyalty in this business apparently means nothing anymore. To add insult to injury, my seats were changed, not by me, but by aa. I am told that the airport "may" have better seats but I can't determine that until I arrive at the airport on Sunday. I also the privilege of paying additional money $15 for first bag and $25 per second bag. Flying has changed so drastically, and I realize fully that it is not ALL your fault but some concern, respect and service for passengers shouldn't have to totally be ignored. I can't tell you how much I am now not looking forward to a long anticipated trip, because I booked with American Airlines. Fortunately, the family/friends we are to be with did not use AA. Like our government, every cost gets passed down to the customer. I know you can't change the Monday flight situation but would certainly appreciate hearing from you with regard as to how I might sense any concern on your part before we both cancel our frequent flyer membership. One step at a time, the pleasure and delight of flying, having service, food (such as it was) is being striped away and someone in a high office who gets to fly when and where they want make choices that effect their customers. I guess you have had enough of me so I will close with the faith that I may hear back with some positive approach to this sad situation. Thank you, Sharon Sylvester

    Shar 9/30/09 12:54PM

  • Re. Flight 966 From Quito, Equador to Miami September 14, 2009

    My wife and I were on the subject flight and after our experience with American Airlines on this flight we will never use your airline again for an international flight and only as an absolute last resort on a domestic flight. It is clear to me that training of your flight crews is substandard and potentially dangerous to passengers.

    Our flight was the subject of a bomb threat that was communicated to the captain just as we were on the runway and ready for take off. When the captain made the announcement that a threat had been received the flight attendants went into crisis mode and began by giving several conflicting instructions. For example, we were told we must stay on the plane, then we were told we must get off the plane and not to take anything with us, not even ladies purses. Then we were told to take absolutely everything out of the overhead bins and all our personal belongings and leave the plane. To say the least we were all confused and getting more so as the minutes went by.

    The flight attendent in charge, whose full name I didn’t get but was something like Ms. Sine or Sing was one of the most unprofessional flight personnel I have ever seen in my almost five decades of flying. She was in a foul mood even before the bomb threat and during the crunch time of the threat she was yelling at passengers not to move not to take anything out of the overhead bins and scowling at everybody. It was apparent to us that her main concern was not the passengers.

    She and the rest of the crew, including the captain, had no idea what to do in this situation. In fact, they were seen hurriedly trying to find the answers in their manuals. This surely did not project confidence to the passengers and did not help the situation. As we were exiting the aircraft she kept saying “…don’t you people know what is going on here?” Well, in my opinion, she and her crew were the ones who didn’t know what was going on, not the passengers.

    After a three-hour wait in the terminal and a search of our possessions by dogs we were put on a hot bus and driven to the aircraft only to wait thirty minutes until the flight crew boarded the plane. It is a mystery to me why we were taken out in a hot bus to wait right in front of the aircraft if the flight crew was not on board? As we finally re-boarded the aircraft we were all hot and thirsty. Ms. Sine was standing at the door and the passenger in front of me made an attempt at some humor and asked her to bring him a beer right away as he needed it badly after this harrowing experience, the hot wait in the bus and a 3 plus hour delay. Miss Sine scowled at him and told him “sure, that is really high on my priority list right now…” I suggested to her she calm down and stop barking at everybody. She did not respond to me but my wife, who was several yards behind me told me she said to one of the other flight attendants that “…those guys better watch out, I can throw anyone off this aircraft I want to…”

    Miss Sine needs an attitude adjustment and perhaps some time off without pay to mellow out. I spent most of my career managing professionals and it is clear to me this person is on some sort of power trip and she should not be representing American Airlines. Her conduct was the talk of the passengers as we sat in the terminal speculating on what our future held. I am sorry that I do not have her exact name but I was unable to read here name badge; however, I am sure you can research the flight logs and identify her. I would ask that this letter be placed in her personnel file. I am sure that this letter is not the first one of its type in her file.

    I do not blame American Airlines for the delays as it could not be avoided under the circumstances; however, there is no excuse for all of the conflicting orders by the crew and Ms. Sine’s attitude and behavior towards the passengers. One would think that American Airlines would have trained their crews about how to act during a crisis and what to do to calm the passengers. Instead, they did nothing but inflame the situation. American Airlines has always been my airline of choice and an icon in the industry and it did not get there with the likes of Ms. Sine serving passengers.

    Thank you in advance for you attention to this matter. I may be the only passenger to write you regarding this flight and the issues surrounding it but be sure my one letter speaks for the entire passenger manifest. If it were up to us, we would have left Ms. Sine in Quito, Equador.

    Your ex-passenger




    Robert J. Gagliano





    rjgagliano 9/21/09 11:30PM

  • The charge for checking baggage is ridiculous. People don't want to pay to check their luggage, so they are bringing LARGE bags on the plane, which eats up all of the overhead storage area quickly. Those passengers who board last are required to go back and check their luggage because of this. AMERICAN AIRLINES should remove this greedy charge of checking baggage now that fuel costs are back down. Why can't you follow SOUTHWEST AIRLINES model on this. They know how to keep their customers happy.

    Anonymous 9/20/09 8:36AM

  • I flew from El Paso TX International Airport on Flight 510 on 2 September to Chicago O'Hare International Airport. When I went to pick up my checked in luggage 28"x18"x9" the Extension handle was completely broken away from my suitcase. I showed it to two American Airlines employees at the baggage pick-up area and was told the airlines was not responsible for damaged luggage. My answer was, "Maybe it should be and our luggage would be handled a little better. The cheapest suitcase I could find was $99.95 in Walmarts that came close to what I had. I cannot afford a new suitcase. living on a small retirement income. My Sister let me use her suitcase, as she is driving to El Paso in October. In the mean time I had to trash my suitcase because I cannot carry such a bag. I'm 76 years old and not strong anymore.

    American Airline was always my favorite Airlines, but I can't say it is anymore.

    Sincerely,

    Natale De Rosso

    Anonymous 9/11/09 9:40PM

  • After writing a snail mail letter to AA and receiving NO response whatsoever I am now taking this to the web. Not that I expect any response here but it will feel better :) Flew on AS from SEA-Chicago (ORD) and then had to change to American Airlines for Chicago to Milwaukee. Plane was cancelled due to the inability to find a crew for the flight. Baggage (charged $50 for the bag fee) was lost. Took over 2 days to find my luggage which I had brought specifically for my trip. Personnel were rude, uncaring, and overall obnoxious. If you are going to charge me for the luggage then I EXPECT you to HAVE the luggage at my destination. I also expect a full refund but of course they haven't done that either. Just the worst.

    ldsant 8/28/09 4:25PM

  • I just came back from a wonderful vacation in Hawaii. In Honolulu we were headed to the line to get checked in when an employee asked us if we had boarding passes. We said no, she pointed us to the self check in machines at which time my husband showed her his white blind man's cane and said he needed help. Her reply was "the people with you can help", there were two other people traveling with us and their destination was Lisbon, Portugal. When I pointed this out to that same person she said the machines can handle international.
    Well maybe they can but they couldn't that day. That lady was rudder than a drill sargent. At 5AM I realize there isn't much kindness to go around, but had that lady left me alone to conduct my business the way I knew I had to it would saved me grief and time since I had to go back to the line I was headed to in the first place. self check in may be a great thing but it does not seem to save any time or money since they have to have someone pointing people to the machines and supposedly helping them out. Drill sargeants have no people skills at the airport.

    vavolina 8/27/09 7:06PM

  • AA does not notify you when your flight changes. I was not even notified by email. I got to the airport and found out my flight had been changed to leave an hour earlier so I missed it and had to catch one the next day. Then on my return flight I found out that my reservation had been canceled. I had checked my itinerary before hand and it still said my flight was registered, yet when I got to the airport it did not exist. I had to wait at the airport for 12 hours before I could get on another plane. Do not trust AA! They're a terrible service!

    avitue 8/5/09 10:23AM

  • I feel very sad because I was been descriminated for some employee from AA. on july 30 on the fly 1279 that go from Dallas to phoenix at 2:15 pm. I lost my connection fly and they put me on watting list adn when it was my turn she called me and when she sow me and my kids she stopped me and told me to wait again and she never called me back insted she called some body else.abut 3 or 4 more people. and when asked her what was going on with me she just turned awey and closed the door saying yea yea and she went inside .And I was very ambarrased in from of other people.

    Anonymous 8/2/09 6:49PM

  • WITH ALL THE TROUBLE IN HONDURAS MY TWO FRIENDS AND I DECIDED IT WASN'T SAFE ENOUGH TO FLY. BOTH MY FRIENDS CALLED AND GOT FULL REFUNDS ON THEIR NON-REFUNDABLE TICKETS. AMERICAN AIRLINES REFUSED TO GIVE ME A REFUND. REPEATING ONLY, "WE ARE NOT SURE WHY YOUR FRIENDS GOT THE REFUND THEY SHOULD NOT HAVE, WE CAN NOT HELP YOU."

    LESLIE 7/31/09 2:59PM

  • Simply put they services SUCKS. No wonder why they are in the RED. Made a trip to the Philippines and even before I got started the plane was approx 2hours late. Just make my connection with JAL and was inform that my luggage will not make it. 2 days later I got. The personnel on JAL was so much different. These people take pride in they job. Came back on 07/12/08 and all was well until I tried to make my connecting flight to Dallas. First off the plane was delay 11/2 hour and they change the gate for boarding 3 times. The staff on the plane had this look on their faces like who cares.

    If possible I will always try and book another airline....until the make a MAJOR over haul with they operation.

    Anonymous 7/13/09 2:10PM

  • We took a vacation this Summer only to have our flights delay after delay. Our luggage was not recovered until 2 days later. Then when we did get our luggage, one suitcase had water spilled it it, one had dry coffee grounds all over our new bought t-shirts and one had Rum spilled all over our new things we had bought. If we put things in our luggage that should not have been there, why didn't you just take them out instead of ruining our things? I'll never fly American again and all my friends and family will never either. Also you could not get our 4 family memebers on the next flight but we waited 30 minutes for American to take 18 extra passengers so they could fly a full load! Never again!

    jo highsmith 7/8/09 9:47AM


  • To Whom It May Concern:
    Your customer service is terrible!
    We purchased tickets in March from your airlines to fly NONstop to St Louis in September. Yesterday I was informed you no longer fly nonstop to St Louis from PHL. We asked to switch airports - fly out of Newark. Your representative would not help me. She would make the switch but we would have to pay $100.00 or more for each ticket to fly from Newark. We did not want to fly from Newark but we wanted and paid for NONstop tickets to St Louis. Your route now would make a 2 and half hour trip into a SEVEN hour trip. We gave you our money three full months ago. Why should anyone purchase tickets in advance when you make changes that are only convenient to your company. Your company broke the contract we had with your airlines! Your representative did agree to refund our money but that isn't the point. We should have been allowed to fly out of Newark, nonstop, without any additional cost to us. We did not break our contract with you - you made the change. In this economy, when a customer is willing to pay seven months in advance (we were flying in September)for airline tickets it is really a very poor policy to not help them out. No wonder airline companies are having trouble staying in business! We know we will never fly on American Airlines! We will also tell all the people we know how poorly we were treated buy your company in this matter!

    Faye Irons 6/27/09 7:10AM

  • American seems to be fotrcing people to check bags that clearly fit within the FAA and their own size restrictions, just to rip people off/make money: after literally harassing me to check a bag I've taken on dozens of flights without ever having a problem with, they then of course lost the bag, after promising it would be transferred to the flight they transferred me to, after two consecutive delays; their "customer service" was apalling, gave out nothing but misinfomration, they have no no tracking system, were off 9 hours in promising when my bag would arrive, and my bag, when it arrive. had the handle ripped off. I would rather take a train cross country than deal with this airline again.

    Bryan 6/21/09 3:37PM

  • I have been a loyal customer of American Airlines for many years but have never had such a bad experience as I did on my recent trip to St. Marteen. Besides the fact that on my connecting flight from Miami (which originated @ O'Hare) to St. Marteen my baggage did not arrive at my hotel until midnight, upon opening my suitcase, I had half of my costume jewelry missing. I have filled out the appropriate form @ Juliana airport which shows 5 bracelets, 4 necklaces, 2 rings (but there were 3) 3 pair of earrings. I didn't even remember the 2 pins of black stones and rhinestones that were also taken. The total loss to me was over $385. I was told by AA in Miami that it was not necessary to report this in Miami or O'Hare since my complaint was already in the system. I can only hope that American Airlines will take appropriate action in this matter and that I will be hearing from one of your representatives. Very truly yours,
    JoAnn Nolan

    jerseychk17 6/13/09 1:12PM

  • SUMMARY: Customer service at airport punishes those who

    STORY: I'm writing this email from a hotel room in Miami. My connection flight AA1012 in Miami to Washington DC was cancelled today, June 9.

    I was told to go to the AA customer service desk. When I got there there was a massive line (surely at least 2 hours long) and I could see there were no more flights to Washington that evening on the arrival/departure board.

    While waiting in line I was surfing for new flights on my computer. I did not have a phone to call customer service. While I was doing this a customer service person instructed those waiting to go to a hotel and call to schedule a new flight instead of waiting in line.

    Fearing all the flights would go quickly, I booked a new flight on my computer, thinking I could sort of the rest later from the hotel. It is critical I get back by early afternoon tomorrow at the latest for work obligations so I needed to make arrangements fast. Since I am not in the area I had no idea how long it might take to find and travel to a hotel.

    When I got to my hotel I was told I had been automatically rebooked at a very convenient early morning flight (8:30am), which I was overjoyed to hear. However, the customer service manager, Alan Kweon I believe, refused to refund my second ticket I had purchased while waiting in line for 12:30. He said I didn't follow proper instructions and I should have phoned.

    I did not have a working cell phone, which I told him. He said I should have gone to a pay phone down stairs. I explained I was doing what I thought was best at the time and I believed the second ticket should be cancelled and refunded. Especially because this all took place within less than two hours.

    I know other airlines, AirTran for example, will refund a ticket if there is a mistake made booking and you call immediately after the mistake was made. I thought American Airlines would surely do the same.

    At this point I don't know if I'm getting out tomorrow or if my second ticket is being refunded. I've gotten no confirmation emails and I fear Mr. Kweon is upset with me and may not have issued either.

    This is very stressful and I am very saddened that Mr. Kweon acted as if this were my fault. I don't fly often and while on one hand I am so happy American automatically rebooked me, I feel like I am being punished for just trying to do what I thought was best at the time.

    If a customer service agent had told me my flight was being rebooked or NOT to go online and look for flights I would have happily obliged.

    on 6/9/09 8:44PM

  • On May 14, 2009, my sister was attempting to travel from Pittsburg, Pennsylvania, to Albuquerque, New Mexico. She was told at the gate that flight 3302 had been delayed for takeoff because of bad weather. After yet another delay, my sister had questions and concerns about her connecting flight in Dallas. The woman at the counter was very rude and impatient with her. She finally found someone helpful, a gentleman named Stewart, who gave her information about her connecting flight, and setting up my sister to fly out of Pittsburgh on May 16.

    On May 16 (Saturday), she attempted to fly out of Pittsburgh on flight 389. She was told this time that there would be a delay because of mechanical problems with a converter. Again, the woman at the counter was nasty, sarcastic and ignorant. Arriving in Dallas much later than scheduled, she inquired at the counter about a food voucher. She has been told she could obtain one when a flight is delayed due to mechanical failure. The woman denied my sister this voucher, and for the fourth time in two days, was mean, curt, and made my sister feel embarrassed for even asking a question.

    From the comments on this website, I can see that my sister and I are far from alone in our dissatisfaction. We are hard working, blue collar people who have to save our money to be able to fly to our family's functions. We were not brought up to be arrogant people. When someone's flight is delayed for any reason, they are distressed, frustration, tired, and sometimes hungry. It is your job to help calm them and get them where they need to go with patience, kindness and understanding. Your airline was the worst. No one in our family will ever fly with you again. You had the opportunity to help someone feel better and quell their nerves and you blew it big time.

    Janice Moughan 5/21/09 11:28AM

  • I just called AA to enroll myself on the frecuent flyer program (for ONEWORLD)
    It took the operator 20 minutes!! and she kept asking me for my name, addr, phone# like 18 times!. Finally I told her to forget about it and hung up. Some times I tink the Indians operators are better, they have an accent but they sound as they are wide awake, they are sharp AND POLITE!

    suzy 5/20/09 9:29AM

  • WORST EXPERIENCE EVER! American Airlines is IRRESPONSIBLE!! They charge you to check your bags in and then they loose or leave them behind!!

    Anonymous 4/29/09 3:24PM

  • WARNING: Before travelling on American Airlines please note that if your baggage is lost, they provide little or no compensation - even if it is lost for 5 days which it was in our case - and if you want to speak to customer service, it can only be done by email or fax. They will not take a call in person. Below is the story of our ordeal: On March 27, we took a trip to Costa Rica. Enroute, flying with American Airlines, our baggage was lost. It ended up being 5 days until our baggage was returned. When it was returned, it had been gone through and items had been stolen. No compensation was offered, until we demanded it, receiving $200 US for three lost pieces of luggage. Enough to get toiletries, pampers and a bathing suit each. Throughout the trip and since returning (2 weeks in total), we have been dealing with American Airlines trying to get compensation and tracking the status of of our claims. The reason I am writing this posting is to warn people travelling with American Airlines. When we reported our luggage missing at our first stop-over in Fort Worth, we were treated very rudely. No one offered us any help and that has continued to be our experience. At every turn, we are told that they are not empowered to help us - it is another department or that we have to email customer relations - which we did 7 days ago and have yet to hear anything. I have just gotten off the phone with American who suggested that I send the CEO a certified letter from our lawyer. Interesting advice - not very customer centric in my mind. In addition to replacement costs, many hours out of our holiday to contact American, long distance call costs I am not asked to pay for legal costs and to certify a letter. This is not customer service in my mind. If you are choosing how to spend your dollars for a vacation, I would suggest looking to other airlines. We will.

    Anonymous 4/13/09 3:51PM

  • On April 3,2009 I was on flight 1781 leaving from JFK at 12:00pm to Punta Cana arrival time 4:00pm but that did not happen. First the pilot announces the air conditioning system is overheating. once it is fixed we get ready to leave again pilot announces runway we would be using for take off is closed due to bad weather so we sat in the plane until about 2:50. I was travelling with a party of seven, three of which are elderly and the airline could not even offer a bottle of water. Then to top things off there were not enough sandwiches for everyone to buy so we didn't have anything to eat that is terrible service by the airline. It surely left a sour taste for all eight of us. Quite frankly not wanting to fly or recommend american airlines to anyone. thank you in advance for letting me voice my comments.

    Anonymous 4/7/09 8:16PM

  • Flight 5548 on March 28, 2009 from Austin to St Louis. I was at the gate early by an hour and a half. About 40 minutes prior to boarding, I approached the gate agent, whom I later learned (from the stewardess on my flight) was Joy Agei, employee number 567243. She had an accent from the islands (Jamaica or Trinidad or etc), was black, about 5'3 or 4" or so; she was not wearing an ID badge (or had it covered up and not visible by a bright lime green vest). I asked the agent if I could leave my bags with a man who was waiting in the chair next to me to run to the restroom, just across the corridor from the gate. This woman lit into me, was incredibly aggressive, began ranting that she would not watch my bags for me, that I would not blame her if my bags were taken, and so forth. I tried to explain that my concern was on whether they could be confiscated within the 2-3 minute time frame that I would be in the restroom. She yelled at me, said the same things. Then she said, "my name is Joyce, if you're looking for my name." I said I wasnt looking for her name, and I wasnt. A woman on the flight with a handicapped elderly man said that the gate agent was "an angry person" and thought I was treated shabbily. I'm not sure if anyone else really heard the interaction. I took my bags and went to the restroom. 40 min later, we boarded without incident. Joy Agei scanned my ticket. After all the passengers were on the plane, and I was comfortably installed in my seat, Joy Agei came onto the plane, and singled me out to ask to see my boarding pass, which I gave her. This upset me. I asked "is there a problem?" and "What is wrong?" I had never had an agent pursue me onto a plane and ask to see my boarding pass again, and I have taken hundreds of flights in my lifetime. She did not answer me, and the passengers in the seats near me, seats 13 B and C, and seat 12 B (R Johnson) commented out loud that her behavior was rude; they were somewhat outraged that she did not answer me, and they were stunned by her aggression and her manner. She studied my pass very carefully and gave it back. I was again upset, as she seemed to want me to believe that she was committing my name to memory for some reason to antagonize me in the future. This upset me for the entire duration of the flight. It still is upsetting me. I was worried that she would retain my name for some nefarious reason. The stewardess was nice and said that this woman, Joy, would not have access to my address or personal information, and I hope that it is true that she would not. The stewardess said I should write a letter about this problem to the airline. I am frankly afraid of retaliation from this woman, Joy. I feel this woman has used her position and her power at the gate to intimidate me, threaten me nonverbally, harrass me, humiliate me, and upset me. And it worked; I still feel that way in every regard. I live a peaceable existence, and I want it to remain so. I dont think a woman like this should be allowed to be in any job of responsibility, especially not one in which she is entrusted with the care of other people. I am loathe to travel again on your airline-- I would never want to run into this person again as long as I live.

    Anonymous 3/29/09 6:57PM

  • To Celeste:

    You are rude. This is the worst experience that I have EVER had with a claims representative. My sister flew to Vegas and the other 4 people she went with got their luggage, except her. She had never flow before and had to deal with cramped conditions and ignorant service. Good thing her sister is a lawyer....

    Anonymous 3/16/09 5:16PM

  • My experience with this airline was horrible. On my connecting flight from Miami to Cali, Columbia, I had to deal with two very rude flight attendants. Upon arriving in Columbia, a fellow passenger came up to me and informed me that during the flight, the one of the stewardesses was making derogatory comments about me and pointing me out to some of the other passengers in the back of the plane. Since she was speaking Spanish and I am not bilingual, I was unaware of any of this at the time. Also, the staff at the airport were rude and pushy. It seems to me that these people have forgotten that they are in the customer service field, and that without me (the customer) they would not even have a job. I am recommending to all of my friends that they should not fly with this airline.

    Anonymous 3/11/09 3:40PM

  • Dear American Airlines Representative (or Computer Claiming to Care),

    I am writing you to let you know that I am thrilled to have come to the realization that I will be spending more money on a regular basis on airfare in the middle of the worst recession since the depression.

    Let me explain. For most of my life, I have been traveling on American. I have eaten your peanuts. Dealt with angry children screaming and body-slamming themselves into the back of my seat. Opening my laptop to a 180 degree angle in order to painfully type with the tips of my fingers while pointing my elbows up at the ceiling. Slowly developed ergonomic problems. It’s not been fun.

    And I am thrilled to tell you that I will never have to do it again, and neither will any of over 30 people that work with my national corporation, headquartered in Chicago. This was just detailed in a memo sent out minutes ago via email to my team, authorizing them to spend anything they needed to to avoid taking an American Airlines flight on the company ever again. (Yay!)

    Why? While you probably don’t care, let me tell you the reason for my decision to never eat, sleep, breathe or walk anywhere near an American Airlines flight again. It’s because I snapped today at LaGuardia airport, and realized that using anything in a repeated fashion in my life that resembles hell is not worth it from a cost-benefit analysis perspective. I have too little time. What made me reach a breaking point? Your LaGuardia gate representative Maria Ortiz. While trying to get into the security line, she informed me that I needed to fit my carryon into the standee does-your-carryon-fit-into-this-metal-bracket thing next to her.

    Let me tell you the story. As a frequent American flyer, who has flown at least 20 American flights a year in the last eight years, I should note that I have NEVER been asked to fit my carryon into the metal bracket thingy before. Never. Everyone has just looked at my bag, realized that it will fit just fine into the overhead bin (how did I make it through all those flights, anyway?) and let me walk on through. So I must admit I was shocked when Maria asked me to fit my bag into the thingy, and then told me that my purse would have to go into it, because I was carrying a food bag of food I was bringing to the flight. (Why? Because your food is terrible. But that’s another point.) So I jammed in my purse, and lo and behold, suddenly my bag did not fit into the thingy more than halfway. At which time Maria informed me that I would have to check it. Now that normally might not have been so bad, except that your flights were (surprise!) running three and a half hours late each. Which incidentally has happened to me at least seven times this year on your airline.

    So curious, I went to find a manager. I was directed to one Phil Derico, a skinny little guy that growled at me that he would not talk to me about my carryon. (The fact that he knew that my complaint was regarding my carryon was sign enough that tons of people had probably already tried to approach him.) Why was he growling? Because all the lights in the American section of the airport had gone off. When I asked for another manager, they said that there was none on staff. When I asked for a place to write in, the representative clearly ignored me. So, to see what would happen, I asked her 20 times loudly in succession in front of a line of customers where to write in with a complaint. No reply. It was an interesting experiment, one that led me to realize that I had no more time to get angry about your airline. My time is so valuable to me—why on earth would I spend it on something so soul-sucking as caring about what your abysmal wreck of a corporation delivers to anyone unfortunate enough to use it? I walked away after getting no answer to my question, blessedly anger-free, and it was interesting to note that one guy yelled “Rock on” after me and another started angrily asking if he would need to check his bag too.

    I thanked Maria for her attention to detail while getting her name going through the airport security line with my new two bags, one of which still had food which I no longer wanted. I got her last name. I went to the gate, and I am now sitting here right now in gate D3 in Laguardia, writing you this note. With a smile on my face. Because my life has just gotten simpler (it will be downright easy to book flights knowing that I can completely disregard one brand!!) and I will never, ever have to take an American Airlines flight again. And neither will any of my employees. Or anyone in my family. Or anyone that reads this on my blog. Or in the news, as I will be submitting this (just for kicks) on newswire tomorrow morning. Because this note is not really for you (even though I am sure some dirty corner full of hairballs in some mailroom in your headquarters will be very sorry to hear that.) It’s for anyone that’s ever flown your flights and still thinks it’s ok to go through the experience that your airline inflicts on a daily basis on passengers. It’s for Maria Ortiz, who in the middle of a three and a half hour delay on all of your airlines heading to Chicago, made the brilliant decision to make every single passenger trying to take the bag that they had taken on hundreds of American flights before, and check it because it only fit most of the way into the bracket-thingy, and not the entire way.

    What will I do? I will fly Southwest, and giggle as they clop-clop when we hit the runway wherever we are going. I will take Jet Blue, always relaxing. If I am lucky, I might be able to pay a little more to take Virgin America, and relax in seats that remind me of a spa, under purple and pink lighting, with their fabulous TVs and maybe a hibiscus tea. And you know what? Not all these flights will be more expensive. They’ll be cheaper, in some cases. And the best part is that I will have NO trouble justifying this to my company’s board, if they ever cared to ask. Because both of them already avoid American like the plague and have already questioned my sanity booking on your several times (despite the cheap price.)

    And just so you can’t write back to this letter when it appears all over the place and claim that my complaint is not real because I am not following established rules of your airline, I’m going to claim here that the reason that I am making this stink is because your security-line employees DID NOT make me check my bags during the hundreds of flights I have taken in the last eight years. I am doing this because of their egregious oversight, one that occurred over and over, leading me to believe that the bag that I have taken and stowed safely hundreds of times was ok. All of those airline employees (not a single one of them at the level of Maria Ortiz! Not one!) should be jailed. No, better still, they should be forced to relax on a Jet Blue airways flight with the funky lighting, personal televisions, and awesome snacks, so that they can realize how completely crappy the brand is that they represent. I am appalled at their behavior, and you for letting them get away with it. Isn’t it amazing that I can feel so angry at an American capitalist brand? That in itself is a feat you should be proud of!

    I only hope I make it back alive to Chicago so that I can follow my vigorous posting schedule for this letter. Your track record has not been terrific lately.

    Sincerely,

    A Chicago Top Web CEO

    (PS—Oh, how funny, while attempting to submit this, your web site is down!)

    PS2--I should also note how funny it was when the representative checking my bag told me she was going to charge me $15! HAH!

    PS3—This is one more side note, but I even spent over 35 mins signing up on epinions and 10 other such opinion sites to post this letter. I barely have time to wipe my nose normally I am working so hard. Who knew you could exert this much time and industry from a work-blitzed executive who does 100 hour weeks!? You people are really something.

    babydoll187 3/1/09 8:50PM

  • Thank you for listening.
    Some years ago I had one of the most unpleasant experiences in my life thanks to your American employees. I am an American citizen and was a resident who traveled to Brazil, were I used to live (and am back to right now). Arriving in Brazil, I was informed my Brazilian green card was expired, so I was barred from leaving the airport and put in an AA plane back to USA.I have fibromyalgia with chronic fatigue syndrome, so after all those flight hours and the added stress, I was in the end of the rope. As soon as I boarded the plane, I asked a flight attendant where I could find a seat with a vacant one on the side, because of my disease, so I could lie down. She was from 1st class, and told me I could get any empty economy class seats, since I was the last to board and didn’t have a seat assigned to me anyway. There were many empty seats in the back of the plane, most with the seat pillows raised up. I put one down and sat, then a FA told me I couldn’t sit there. I sat on another back seat that also had a raised and empty seat on the side. A salt-n-pepper FA told me I couldn’t because the air masks were not working there, that I had to hurry and find a single seat up front. I found it hard to believe that all the empty seats on the back of the plane had malfunctioning air masks since I have travelling experience. The plane was about to take off, so I stayed there, fastened my seat belt and collapsed, completely groggy. I was going to move as soon as I could, but I got too sick. As I came to find out by the end of the flight, a young man had lied down on the three empty seats and slept comfortably, as I squeezed myself on the two seats by the side of the plane. Apparently, your FAs were trying to reserve those seats for themselves for the long flight back to Florida. So they raised the cushions and lied to try and keep the passengers off.
    Not only that, but your stressed and tired staff decided to vent their frustrations on the laid-down, lonely passenger on the plane: me. They tried to take me out of the 2 seats, but all I could do was mumble: "fibromyalgia" and say my doctor's name. When they called the purser, I thought “thank God!” in the illusion he would be capable to see I was very sick and would help me. Instead, he grabbed my arm and told me to leave the seats, as I mumbled my doctor's name. I just laid there and moaned in pain. He left, irritated, then came back later and grabbed my ankle and squeezed it (do you know how that hurts for someone with fibromyalgia?)and whispered in my ear: "you will get no food and no water", and so he did. For more than eight hours, I was offered neither food nor water at all during the whole flight. Never mind a blanket. All I could do was lie there, sick, hungry, cold and helpless, trying to keep warm and find a position to sleep in between muscle spasms. Not only that, another of the FA threatened me saying I was disrupting the flight and gave me a slip of paper that read that I was breaking a federal law by being a nuisance ( or something like that) and she was going to call the airport police to have me arrested. When we landed, a passenger in front of me shook me up gently and asked if I needed help. I sat up in terrible pain and thirst, and I saw the young man lying down comfortably in the three seats I was forbidden to use.
    I started to cry, and said they treated me worst than a dog. One of your FA, a young man, had a hissy fit and screamed I "was nothing but trouble" since I boarded the plane. I imagine the flight departure might have been delayed because of me, but how could I know my Brazilian green card was not valid anymore? I had no Brazilian newspapers in the US to let me know that their president had recalled all the foreigner's old ID cards. And besides that, what other trouble did I cause, besides using two empty seats to be able to lay down my sick body after more than ten hours of travel, coming straight from a US-Brazil flight and being thrown back to a Brazil-US flight?
    I had trouble getting up. The policeman they called came, but the officer saw I was sick, and instead of arresting me, called for a wheelchair.
    The only sign of humanity I got from one of your employees was the little Hispanic FA that got into the plane on the end of my flight to prepare it for the next flight- the one she was going to work on. She helped me get into the wheelchair (she had a father or uncle who had fibromyalgia, so she knew what I was going thru). To my biggest shame, most of your American employees acted like bullies. The lying salt-and-pepper straight hair FA, the African-american with yellow-dyed short hair FA, the hissy fit skinny gay screamer FA, and specially the threatening ankle and arm squeezer purser. Shame on you, shame on me, Americans. The first sign of politeness had to come from a skinny, humble, dark-skinned, little Latino woman FA- I think she was Bolivian or Colombian. A sweetheart.
    In the airport, an elegant AA employee with short, cabbage-shaped blond hair asked me what happened, wrote it down, and guaranteed me I would get the money back for my ticket, as compensation. I did not ask for it, all I wanted was to be treated with respect and professionalism, and possibly, kindness.
    You provided me with a wheelchair all the way to the connection flight do Orlando (or Daytona, I don't remember) up to the airport door where a friend came to pick me up.
    I told my travel agency (from Deland )what had happened, they said they were going to contact you to get the refund for a 2-way ticket, but later said you refused to give me the refund, and to write your customer service dept ( I think in Atlanta) to make a formal complaint.
    Lucky for you I was living alone, had no money, and was much too sick to react. I had to stay more than two weeks in bed, with fever, in terrible pain, to recuperate from the physical and emotional torture your employees made me go thru. They were not just unprofessional, they were cruel. Probably because they could. I do carry an accent, so they probably thought I was another low-middle class Brazilian, who are not used to fight for their rights, to complain to official authorities or to sue companies.
    I cannot tell you for how many years I have cried because of your airline, and how terrified I got whenever the lowest prices belonged to you. I was terrified of your company. Actually, I got terrified of any flights I took thereafter.
    I cried every time I had to travel. I kept my panic under control by thinking about your little Hispanic FA, a true angel. I kept reminding myself of the first FA on the flight, the one from first class, who was understanding and professional. I could not remember the face of the person who pushed my wheelchair around the airport and let me feel safe while I slept sitting down.
    I wish I did. To be able to board a plane again, I focused on the American federal police officer who got in the plane to arrest me and instead asked for the wheelchair. I even think about your American airport employee who filed some kind of report and guaranteed me I was going to be compensated somehow and apologized for your company. I know she meant it, too bad your company never stood up for her word. Most of all, I focus on my little Latino angel.
    Some time after the incident my Deland travel agency sold me another ticket to Brazil, and recommended I did it through you, in order to get the refund easier, but that never happened.
    So I let the matter alone for a while. It was too painful for me to deal with it again.
    It took me a long time to be able to gather the courage to look for my travel agency again to talk about the matter and get directions in how to file my complaint. When I finally did, they had shut down.
    So I had this terrible memory and this complaint stuck in my throat for a long time. Today I saw an article on MSN about unpleasant passengers, and it all came back. This is why I am writing you.
    I had to get it off my chest.
    I still have fibromyalgia, and had many occasions where I felt bad in public places. That causes all sorts of reactions, some nice and some not, including once a person asking me if I did any drugs, because of my grogginess. Drugs? I hardly ever drink alcohol - a little port wine every five months or so, so it is offensive. But no one has ever been as sadistic and cruel as your American crew.
    Do something about it!
    I know too well that flights full of economic class teenage kids from Brazil are a classic display of passenger misbehavior, so it is slightly understandable that your staff gets freaked out in those flights. Whenever I see myself in one of those flights full of rude Brazilians who steal even toilet paper, I use my Dutch looks and pretend I don’t even know portuguese. So believe me, I understand! But nothing justifies what your employees did to me.
    They were so sure they could do anything to me, including leaving me hungry, thirsty and cold for more than eight hours, and being physically threatening, that this surely indicates they have been getting away with a lot for a long time.
    Check it out. Put a decoy passenger in one of those flights from Brazil.
    Check if they are still raising seat cushions and lying to passengers that the air masks are malfunctioning on those seats to reserve places for their own comfort. Look for bullying behavior.
    Too bad there were no cameras on that flight.
    You would have seen I had reasons enough not only to get a two-way ticket refund, but also more than enough for a huge lawsuit. I could even have charged your purser with assault.
    Lucky for you I am not a greedy person. I don't care too much about money. I don’t think it makes the world go around. Health and compassion are important to me.
    I just ask of you, for God's sake, check your American employees better. A lot better.
    If you read passenger’s comments about airline staffs you will see that the American ones are the worst. Even comedy shows make sketches about it. There is a reason for it, and it is not funny at all. They just feel too empowered and too stressed, and that is an explosive combination.
    And they are probably worse with lower class non-americans. I was badly dressed, with sweat pants, a loose shirt, and a pair of sneakers. Not that I like to be badly dressed, I just needed the comfort. My hair was all over, after more than ten hours between airport time and first flight time. I was alone. I am sure that made them feel I was no one.
    I am not.
    I was just a sick human being trying to get two seats to lie down. I knew I had the right, as long as the flight was empty enough, as it was. On the first flight, when I tried to get to Brazil, I specifically asked if I could get an empty seat by my side, because of my condition. The reservations lady said of course. On the second flight, the involuntary one, I asked if I could have the same. The first class FA said of course.
    So I knew I had the right, I was not asking for anything luxurious. I knew I was doing nothing wrong. I did not deserve the suffering they made me go thru.
    Your people treated me worst than a street dog. I don't treat street dogs like that.
    So many years after it happened, I am still crying as I write this.
    I never asked for anything much, never searched for a lawyer, never fought for the promised two-way ticket refund.
    But I am asking you now: do something!
    Read this to your Directors. To your American staff. Read all the other comments from frequent flyers about american airlines employees. Follow Virgin Airline's example and train them better. I know their job is not easy; my mom was a flight attendant when she was young. Flying stresses people, and the rude get ruder. I understand, but I am not a rude person, on the contrary. American workers are very aware of their right to not be mistreated, but if airline employees cannot control their own nerves, they should look for other jobs, not become bullies.
    Your employees are getting away with murder.
    And don’t trust their word; they will lie for each other.
    Because I tell you something, with all the competition you have, I will never flight another AA flight again if it is full of American employees-if I can afford it.
    Do something.
    If you need any more information from me, I will be glad to help.
    I wish I knew the Latino FA name because I pray for her.
    Please make my humiliating and traumatic experience useful to better train your American employees.
    Please. No one should go through what I did.

    Chronic Fatigue nightmare 2/9/09 3:07PM

  • On 1/24/09 I booked travel to Jamica on-line for four people. I immediately realized I had made an error on the date. I called AA and was told by their representative that the booking had not yet been processed and that they would clear it. I went back online and booked the correct date. MISTAKE! AA debited my checking account for nearly 2,000 TWICE. I called back (this is all happening in a matter of an hour) and the woman Cindy, first told me that she could not do anything because it was a non-refundable ticket. After much discussion she agreed to credit my account. I have been calling since and I only get the same talking points! We are sorry for the inconvience, but it is in process. AA now has my cash money and the ability to sell the seats. I have been overdrawn, can't pay bills, buy food or whatever else I need to do, because they are going thru the process. Several AA agents have given me the phone number to the refund center which isn't taking calls. How's that for trying to take a stress free vacation? We really don't have that kind of money to float with AA.

    alvin may 1/28/09 11:25AM

  • My wife and I were schedule to go on a crusie that departed at 4:30pm on 1/4/09. 0n 1/3 we realized we left home without our passports we contacted FedEx same day service, who stated they would have the passports deliver to us in Sunrise, Flordia by 12:05pm on 1/4/09. Package was picked up at 6:30pm on 1/3/09 and delivered to AA at Chicago O'Hare airport where it was shipped to Detroit, why the package was not shipped direct from Chicago to Miami I don't know. Package was to be tranfered to another AA FLT in Detroit to Maimi but this did not happen. We called at noon on 1/4/06 for and update status and was informed package was not on the flight From Detroit. At that time we were told a trace was started for the package.
    As of today 1/7/09 we still do not have our documents and we missed the cruise and no one knows the location of the paskage. I have made numberious call to FedEx and AA and been given several incomplete answers on the location of the package. First, the package was finally located in Detroit on 1/5/09 And put on FLT #1011 to Miami to arrive at 8:00pm on 1/5/09. Based on this information I purchased tickets to join the ship in San Juan, Puerto Rico on 1/6 for the remainder on the cruise. When FLT #1011 arrived the package could not be found on the flight. After several call to both AA and FedEx on 1/6 without any results I requested to speak to a supervisor still no results. Today 1/7/09 I made calls to speak to a manager at both companys. I have been contacted by Dallas Mgr Mr. Ash from AA who told me he spoke to General manager at the Detroit airport and currently is waiting for an update. I have not received a call back from the manager at FedEX. This has been a real nightmare, I feel I should be compensated for the cost I paid for the Cruise and Airfare due to the errors/mistakes of your employees. There is more to this story on how this issue has been handle by the employees at AA based on the answers and information I have been given by the AA Reps. I need someone from AA to contact me regarding this matter ASAP. CT

    Anonymous 1/7/09 2:12PM

  • Upon arriving in Miami on Wednesday, 12/10/08, I discovered my (mine and two others in my group) luggage was missing and Baggage Claim said they did not have a record of it. We were to leave our hotel in Miami on Thursday for a cruise so you can imagine my dismay! We were assured that the bag would be found (most likely on the next flight) and then delivered to our hotel sometime that night. Well, no, that did not happen. We had to purchase incidentals so that we could go to bed that night. We waited until 2:00am for our bags to be delivered and then called the 800 number (which gave us no information). However, Thursday morning, my friend (whose luggage was amongst the missing) called and said that our baggage was found, but our other friends' was still missing. Now we had to board a ship at noon. We were assured that the bags had left the airport at 7:00am that morning, but no one could tell us where they were or what time they would arrive. So, we boarded a shuttle and went to the airport. A nice AA worker told us to check a room where they store baggage. Lo and behold, my friends' missing bag was there; but all the workers told us that our bags left the airport at 7:00am. and we had to wait at least six (6) hours for delivery.

    Now, we walk back to the baggage claim desk and the worker on board "decided" she could call the driver (of course, we asked her this previously), and then told us that our luggage was right there at the airport after all. The Baggage Claim desk is by turnstile number 25 and we had to walk to No. 9. (I'm recovering from surgery and wasn't up to all that walking so soon). So I signed for the luggage and left the airport.

    What a trying experience...and a clear case of the right hand not knowing what the left hand was doing.

    I feel that AA should reimburse us for our incidentals as well as our $15 check the baggage fee; taxi back and forth to the airport. I've never flown AA before and believe me, with the lack of customer service provided, AA is not on my radar for flying ever again!

    Sandee 12/21/08 2:56PM

  • hi my name connie silvia tallarico,i flew from vyr,to l.a flight 797 december 1 arrived to el salvador 6 am cecember 2nd however my baggage did not,it is now december 3rd now aa phoned me to pick it up where i am it will cost me 100 dollars for transport to get there they said they wont pay it,this is not my fault my baggage got lost poor customer service,my husband and i have a connector flight dec9 to santo domingo with aa,i did not purchase a return ticket to yvr yet,if i dont get reimbursed ill choose another airline for my return and i wont give aa my business anymore we travel often thank-you

    connie 12/3/08 10:42AM

  • I WILL NEVER USE AMERICAN AIRLINES AGAIN AND I WILL URGE ALL MY FRIENDS TO DO THE SAME. I HAVE NEVER EXPERIENCED SUCH A TOTAL LACK OF CUSTOMER SERVICE. MY LUGGAGE WAS SOAKING WET WHEN I ARRIVED AT MY DESTINATION AND SEVERAL PIECES OF MY CLOTHING WERE RUINED. MY CAMCORDER WAS STOLEN, IT WAS IN MY CARRY-ON THAT I WAS FORCED TO CHECK IN RIGHT BEFORE BOARDING BECAUSE "THERE WAS NO MORE ROOM FOR CARRY-ON LUGGAGE IN THE MAIN CABIN". I COULDN'T HELP NOTICING THAT THERE WAS ROOM FOR ADDITIONAL CARRY-ONS WHEN I BOARDED THE PLANE. AFTER RECEIVING THE RUN-AROUND AND THE ENDLESS PHONE CALLS, I AM NOW BEING TOLD THAT ELECTRONICS ARE NOT COVERED. ADDING INSULT TO INJURY, THE CLAIM THAT I FILED IN TRINIDAD HAS MYSTERIOUSLY DISSAPEARED AND THERE IS NO EVIDENCE THAT IT EVER WAS FILED; NOT TO MENTION, THE WINDOW OF OPPORTUNITY ON FILING CLAIMS IS 24HRS. NEVER AGAIN!!!

    jennygabe 11/4/08 12:36AM

  • Hi Officer:
    My name is Sheng Gong. I have one question need to trouble you.
    I should take the American Airline 1694 and 1160 to Indianapolis (IND) from Denver last Friday, Oct 17. However; when I got the airport, I was told that the plane would be delayed or canceled, thus, I can not get Indianapolis that night. Since I have a very important appointment in Indianapolis on Saturday morning, I must get there on Friday evening. The agency (a lady with white hair) in Denver did not try to help me, but only said ¡°you can not get there tonight!¡± I was quite disappointed at that time; it was my first time to take American Airlines. One minute later, I asked them whether they can help me to change to Champaign airport (CMI), since I have know that it is 2 hours drive from Champaign to Indianapolis. This was the best idea I could get that time. Finally, they changed the schedule for me. After that, I told them when I get Champaign at 10:50 PM, I needed to find a hotel and then rent a car drive to Indianapolis. So, who will pay for me? It was not my fault, why I needed to pay these fees. They said it was none of their business and they could not help me. And they told me ¡°if you want, you can go to talk to the agency in Champaign!¡±

    When I got Champaign, the agency kindly told me they could not help either. Their attitude was much better than those in Denver.

    I have taken UA, Frontier, Delta and Continental airlines, and they all have good customer services. And I do think for my case, I need to get some compensation. It is not my fault, why I need to pay more! That trip made me really disappointed.
    I am sorry to trouble you. Thank you.

    Looking forward to hearing from you
    sheng

    G 10/24/08 8:37PM

  • Submit your comment >>
  • called 1-800-433-7300 keep pressing -0- spoke to Ms. Pat Gordon, very helpful gave me the number to the refund dept and also gave me my ticket numbers as reference. Smooth process, let's see if the refund dept is that smooth

    c.g brooklyn 3/11/10 8:08AM

  • AA Customer Service (Brenda) helped me so much today in a time of extreme need.3/7/10. I will travel no other airline after this experience. But I always chose AA anyway, for 25 years.

    connie C 3/7/10 2:42PM

  • We wish to acknowledge the great kindness of AA employee Christine Garcia at Dublin Airport to Kathleen O'Rourke on her way to LA as part of an Oscar nominated team.
    Ms. Garcia made the occasion very special for Kathleen and her family. She is a great ambassador for AA in Ireland

    Hugh O'Rourke 3/5/10 5:30PM

  • I had just finished reading the comments from some disgruntled amer airlines costumers. I was so pleasantly surprised when I called and a very nice lady by the name of Dorothy helped me with the question I had. She was most helpful, and is truly a great representative of the american airline.
    Thank you Dorothy.

    Anonymous 3/3/10 5:19PM

  • I would like to comment on one of your check in personnel by the name of HAROLD RODRIGUEZ for being such an accomodating and friendly person.He explains everything in details if you ask an information.I was in Miami last Feb01,10,going to L.A with a connecting flight to Manila,Philippines.People like him deserves some kind of appreciation for having a good customer service.

    HAROLD RODRIGUEZ 2/11/10 7:00PM

  • I just called AA Customer Service to ask a question that I could not answer after searching their web site. It is still very nice to talk to someone directly, not just hearing a recorded 'loop' of direction/ answers. The women I spoke with was wonderful. She was very pleasant, courteous and helpful – I’m glad she answered my call.
    I have been a customer of American Airlines for years and I plan to be for many more in the future. Keep up the good work!

    "Happy Traveler" 1/28/10 5:50PM

  • Quick, efficient, courteous answer to my question about checking snow ski equipment.

    Thank you

    Anonymous 1/22/10 12:58PM

  • My name is Adrienne Gary. I am a loyal AA customer. Yesterday, I was on the flight from JFK to LAX #133. Apparently, their was a prisoner in shackles and a straight jacket going to board my flight. He was screaming "Help"to all the waiting passengers which, to say the least, was bothersome to all the passengers waiting to get on the flight. One flight attendant took the courage to think about the remaining passengers and advised the agent she refused to work the flight if the prisoner was to board the flight and disrupt the rest of the passengers. Other flight attendants followed her decision. Her name is Kathy Veta emp # 105066. We found all this information in business class after the marshalls took the prisoner off the flight and we were in the air. We thank Kathy for allowing our flight to be without disruption. We also found out that it is against AA regulations to have a prisoner in flight for more than four hours and not allow the prisoner to use the restrooms. The flight to LA is more than 4 hours. So, it would have been a violation of your rules to allow the prisoner to board the flight. We owe Kathy a Thank You for thinking of the rest of us.
    Adrienne Gary
    Advantage # 6273826

    Anonymous 1/14/10 5:22PM

  • I would like to compliment the female staff member who worked at the Claims Department in Ouha Hawaii on 12/30/09. She was relentless in finding, retrieving, and delivering my lost DVD/CD case to the hotel in which I was staying. I accidently left the case on the plane and when I went to the claims area, the case was had not arrived to the department. This lady went over and above her call of duty. She did not rest until she found my case. Her actions were commendable and I would like to thank her again.

    Mahala 1/13/10 7:08PM

  • My luggage was lost on a 1/9 flight from Pittsburgh to OKC. The line that lost my luggage was US Airways out of Pittsburgh. I had all but 2 legs of my journey with AA, including my last leg from Dallas to OKC. My treatment by AA personnel was wonderful in this matter. I thank you very much for such consciencious service. I cannot say the same for US Airways, as they were not very cooperative at all. Thank you so much for your patience and help in solving my problems. It took several days, but all worked out well in the end.
    Thank you, Carol Hamilton

    Carol Hamilton 1/12/10 9:05AM

  • called 800-433-7300 at about 6.20pm EST for the possible cancellation due to weather. My flight is in 2 days from today.
    going through automated system was nice and smooth. was connected to the agent promptly.
    Agent gave me clear information immediately.

    I'm very satisfied with AA customer service. Thank you.

    Anonymous 12/23/09 4:32PM

  • I called and within a minute, I was speaking to Customer Service at American Airlines.

    That's why I always try to fly with American Airlines.

    Great service!!!

    VSP773 12/10/09 12:22AM

  • I called the AA generic phone number, hit zero twice and got personal contact with a very friendly, polite and helpful service rep. who handled my request for wheelchair (handicapped) assistance. Congratulations on doing something right!

    My last previous contact with AA was memorable in the opposite way -- with employees so extremely unhelpful and downright rude that I vowed never again to fly AA when there was any feasible alternative.

    Old Soldier 11/10/09 10:04AM

  • Thank you for having this contact info. I couldn't find a phone number anywhere on their site and it doesn't really answer all questions about flights into Mexico and Customs procedures. I also had to hit the zero a couple times and also hold for a bit - but patience persevered :)

    Anonymous 10/10/09 11:06AM

  • I would like to commend Michael Rodriguez in Dallas, for helping me get a connecting flight from Dallas to Raleigh on June 14, 2009. When my Dad passed away and I tried to make it from Austin TX to NC for the funeral, I never anticipated a hail storm delaying all flights. Although I had to sleep in the airport, Michael was patient and courteous and helped me get on the first flight out. Even on priority stand by, the hearse and limo had to wait for me to arrive before proceeding to the cemetery, but at least I was there for my Mom and family when they needed me. Thank you, Michael.

    Virginia Conklin

    Anonymous 9/15/09 7:09PM

  • I would like to thank you for employing people loke Miss Sharon Williams. on Friday night in my state of Al. I found in my email a conformation number and a member code for Two free tickets from your airline. I contacted american Airline and spoke to miss Sharon Williams, and explained what I had, she put me on hold, and asked about it. she returned explaining you did not have such promotion going on. she also said she get's the same thing. she was very informative, she was soft spoken very professional. she made me feel like I was talking to a old friend, I like that. so thank you again for employee like miss Willams. sincerely M. Woowley.

    mwoowley 9/14/09 7:56AM

  • Hello there, I have just complete a booking on AA with customer service representative Michelle Bateman. I just wanted to report that she handled my issues in a seamlessly friendly and yet very professional manner. She took the time required to resolve my flight schedule concerns and the experience was more than very pleasant. Go America! and American Airlines -- you definitely know how to excel in customer service. Thank you.

    Gail 8/10/09 10:22AM

  • Juat a short note to let you know how many ways american airlines made my last trip so wonderful. First of all your mileage plan and its flexibility always gives me the opportunity to make the most out of my vacation dollars and return home at a time that turns out to be convenient for me. Your operators are friendly, creative and apologetic when they can;t find you a seat. I was able to come home early due to a wonderful clerk in your office in San Ysidero ? spelling in Lima . she found us seats part way back to Miami and then emailed to get us the rest of the way home . Wjhen the Lima flight was late they efficiently changed our flights to reroute us home and told us how we might go about making our scheduled flight. On the ground and in the lines at Miami 2 stewardesses helped me cut in line so that we actually made the San Francisco connection and they let us on 7 minutes before takeoff. In my haste to get the plane, I dropped my passport. Some american employee created a new form of email and passes it through the window to the pilot and during the flight it was returned to me. When i arrived in the city of course my luggage didn't but for 25 dollars and no hassle my bags were delivered to my doorstep later than evening. This is just one example of why I love my citibank advantage card and flying american airlines. By the way I read about your new 1 way award and like the British say... that's brilliant/

    thanks to all the wonderful employees I encountered on my travels.

    Theresa (Teri) Gerritz FLR1432

    PS it is so much harder for your stewards and stewardesses not having food on flights have you considered peanuts or something little like on southwest and this credit card only policy can be a problem for some travelers and luckily the staff is creative enough to have other passengers help out since i know they can't. there job is a hard one. I know as a teacher that hungry kids are more aggressive...I know it aves costs not only in food but weight and gas... but is it penny wise and pound foolish... a;so that much less plastic and garbage is good... Perhaps an article or competiton in your magazine about bring aboard snacks would be a fun way to advertise and solve this new no food in he us policy...it can be tough when you were in my situation with no time between planes to get food. I know I could buy food but i am very particular and don;t eat much snack food for health reasons...




    Anonymous 6/22/09 6:31PM

  • I feel the need to share our first experience with AA which began Fri, Nov 21. We flew to Panama (PTY)from ATL via MIA. When we arrived in Panama, my father became very ill during the night and we had to quickly change our plans and return to the U.S. I encountered an exceptionally helpful AA employee on the phone who aided with the emergency itinerary change. Her name is Luna. I just have to say that in the midst of our family emergency, every flight attendant, the phone personnell and the counter person at PTY all were surprisingly pleasant and helpful. Even the man who insisted on pushing dad's wheelchair in Panama was so kind. We should not be surprised with decency and kindness, yet we have too many experience lacking those attributes. The AA employees helped turn what could have been a travel nightmare into a tolerable change in plans. Thank you. I wish I knew all their names. Laura Austin, Stephen, Leah and Paul Austin & Paul Moser

    Anonymous 12/1/08 9:17AM



  Contact Information  
Baggage Service department
800-535-5225
General Customer Service
800-433-7300
Complete American Airlines customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete American Airlines customer service phone numbers and contact information at ContactHelp.com
  Get Help Online  
Get immediate support for your American Airlines questions from HelpOwl.com.

Receive immediate support for American Airlines at HelpOwl.com
  Boycott Company  
View all boycotts of American Airlines and join a boycott today!. You can also organize your own American Airlines boycott with many tools for promoting and managing the boycott.

Boycott American Airlines today at BoycottOwl.com
  Company News  
American Airlines hands out $10.3 million in customer-service bonuses
American Airlines Inc., one of seven carriers at Piedmont Triad International, said Thursday the company will be paying out a $10.3 million customer service ...
Phony American Airlines e-mail targets frequent flyers
"That said, our customer service folks try to stay on top of these, and when one arises, try to immediately post something on the major sites/blogs, ...
American Airlines Employees Earn Fourth Quarter 2009 Award for Customer Service
"Employees made great strides in 2009 delivering great customer service and it was reflected in how our customers judged our performance. ...