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American Airlines

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Phone: (800) 882-8880 Fax: (817) 967-4162 View Additional Phone Numbers 4333 Amon Carter Blvd, Fort Worth, TX 76155 http://www.aa.com

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for American Airlines include:

  • Failure to respond to 2240 complaint(s) filed against business
  • 691 complaint(s) filed against business that were not resolved
  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size


Customer Complaints Summary Read complaint details

4238 complaints closed with BBB in last 3 years | 1297 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 292
Billing/Collection Issues 286
Delivery Issues 198
Guarantee/Warranty Issues 35
Problems with Product/Service 3427
Total Closed Complaints 4238

Additional Complaint Information

As of Friday, March 13, 2015, a representative from American Airlines (AA) notified Better Business Bureau (BBB) that AA will not be responding to complaints if the consumer HAS NOT filed a complaint with AA directly.

You may file a complaint at the following link, http://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations or by calling 1-800-433-7300.

Customer Reviews Summary Read customer reviews

143 Customer Reviews on American Airlines
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 1
Negative Experience 139
Total Customer Reviews 143

Additional Information

BBB file opened: January 01, 1957 Business started: 06/13/1934 Business started locally: 06/13/1934 Business incorporated 06/13/1934 in DE
Type of Entity

Corporation

Business Management
Ms. Karan Herring, Service Representative Assistant
Contact Information
Customer Contact: Ms. Karan Herring, Service Representative Assistant
Business Category

Airlines

Alternate Business Names
American Airlines/AAdvantage AMR Corporation U S Airways International US Airways US Airways Vacations

Customer Review Rating plus BBB Rating Summary

American Airlines has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    4200 Amon Carter Blvd
    Mail Drop 2405 Hdq

    Fort Worth, TX 76155 (817) 963-1234 (817) 967-2000 (800) 882-8880

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    4333 Amon Carter Blvd

    Fort Worth, TX 76155

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    PO Box 619612

    Dallas, TX 75261

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    PO Box 619616

    Dfw Airport, TX 75261

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    PO Box 619620

    Dfw Airport, TX 75261

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    Bldg D Door 9

    Baltimore, MD 21240

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    1376 Chopsey Hill Rd

    Bridgeport, CT 06606

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    7 Parkway Center

    Pittsburgh, PA 15220

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    PO Box 12346

    Pittsburgh, PA 15231

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    675 Route 1 S

    Iselin, NJ 08830

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    Crystal Park Four
    2345 Crystal Drive

    Arlington, VA 22227

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    PHILADELPHIA INTERNATIONAL AIRPORT

    PHILADELPHIA, PA 19153

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    3801 W Ferguson Rd Ste 209

    Fort Wayne, IN 46809

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    5235 Portage Rd
    Kalamazoo Regional Airport

    Portage, MI 49002

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    2900 Woodcock Blvd 222

    Atlanta, GA 30341

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    5900 Messer Airport Hwy

    Birmingham, AL 35212

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    Charlotte, NC 28208

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    Evansville, IN 47725

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    Durham, NC 27703

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    4045 Sheridan Ave Ste 259

    Miami Beach, FL 33140

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    4200 NW 36th St

    Miami, FL 33166

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    West Palm Beach, FL 33406

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    6150 NW 17th St Bldg 714

    Miami, FL 33126

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    Tampa International Airport
    5507 West Spruce Street

    Tampa, FL 33607

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    10000 W Ohare Ave

    Chicago, IL 60666

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    10000 West O'Hare International Airport
    P.O. Box 66

    Chicago, IL 60690

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    O Hare International Airport
    Box 66374

    Chicago, IL 60666

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    1100 Main St

    Kansas City, MO 64105

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    6223 Highway 90 Pmb 113

    Milton, FL 32570

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    7 Airport Road

    Savoy, IL 61874

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    Orlando, FL 32802

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    2733 Airport Parking Cir

    Abilene, TX 79602

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    Austin, TX 78719

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    Denver, CO 80249

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    Fort Smith, AR 72903

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    Tulsa, OK 74158

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    Tulsa, OK 74158

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    PO Box 582809

    Tulsa, OK 74158

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    PO Box 582809 Mail Drop 183

    Tulsa, OK 74158

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    PO Box 582809 Mail Drop 284

    Tulsa, OK 74158

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    PO Box 582809 Mail Drop 284

    Tulsa, OK 74158

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    4000 Armstrong Dr Ste 6

    Wichita Falls, TX 76305

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    Fresno, CA 93727

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    Honolulu, HI 96814

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    PO Box 8277

    San Francisco, CA 94128

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    San Francisco International Airport
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    San Francisco, CA 94128

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    111 W Rio Salado Pkwy

    Tempe, AZ 85281

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    Phoenix, AZ 85034

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    Phoenix, AZ 85034

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    Vernal, UT 84078

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    Santa Ana, CA 92707

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    San Diego, CA 92101

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    San Diego Airport

    San Ysidro , CA 92173

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    17801 Pacific Hwy S

    Seatac, WA 98158

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/26/2016 Problems with Product/Service
9/26/2016 Problems with Product/Service
9/26/2016 Problems with Product/Service
9/26/2016 Problems with Product/Service
9/26/2016 Problems with Product/Service
9/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I book the flight for two of us with American Airlines for August 27th out of Columbia South Carolina and at this point I went on to American Airlines to select our seats well I slept at our seats and then I noticed that I was being billed for seats so I contacted American Airlines day the first time they told me that the seats were cancelled and everything was all taken care of and I will get billed for it listen to the video of the call the last time I call American Airlines I told them because they built my seat and she told me all you can get credited for the seats that's not a problem listen to the video I just received the letter from American Airlines telling me they are not going to credit me for my seats and not only that but they loaded the plane then they unloaded the planet of Columbia Thomas it was maintenance issues they got us to the Philadelphia Airport 3 minutes before we needed to be on our next flight really and they told me there was nothing I could do about it in Columbia what I asked the students to help us get off the plane quicker when we landed in Philly she looked at me like I had five eyeballs told me that I needed to talk to the desk actually she never even let me finish my statement she interrupted me 3 times

Desired Settlement: I expect a refund on at least my seats I was told I was going to get a refund by the person on the phone they can listen to the recording of all the phone calls I made and they will see that the representative told me that there is no problem giving me a refund for my seat because my seats were a mistake they should have not been assigned to me this whole flight was a very bad experience I will never fly with American Airlines again and I will post it all over my Facebook my Twitter every count that I can find

9/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My partner and I were scheduled to fly from LGA to EYW with a layover in MIA. Our plane was late arriving to LGA and, according to our captain, this caused us to miss our position in the air traffic queue. As a result we were approximately an hour late to MIA. Although we arrived and spoke to the gate agent prior to our flights official door-closing time (and well before our flight's departure), we were told that we had already missed the connection. At the customer relations desk, we were told first that the delay was due to weather (there was no inclement weather at either LGA to MIA), contradicting our captain, then later that it was due to air traffic and that, regardless, the airline was not liable in any way. The customer service agent told us she had booked us as the first to passengers on standby for the next morning; however upon arriving at the airport, the gate agent informed us that we were not, in fact, at the front of the standby queue. We were also given a "discount hotel voucher" fdiscount a hotel room without working air conditioning. Upon departure, we discovered that the standard rate for our hotel room was CHEAPER without the voucher. Whether this was intentional collusion or just lazy customer service, we are very upset that we not only had to swallow the cost of the hotel at our final destination but also pay an inflated rate for a hotel at our layover. We understand that accidents happen in air travel, but our treatment at the hands of AA has been atrocious. We are requesting compensation for the both hotel rooms (~$280) as well as a bonus mile reward for our troubles.

Desired Settlement: We are requesting a refund for both the hotel room we had to pay for at our layover site as well as the hotel room we we unable to cancel at our destination (~$280). We additionally are requesting a bonus mile reward for the trouble we have been through.

9/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was given 2 e-vouchers from Tracie(Customer Relations) for baggage fees. Due to major inconveniences my son and I dealt with back in February 2016 with American Airlines. That matter was resolved. I kept these e-vouchers thinking they could be used for luggage on future flights with American Airlines, no matter where I bought the tickets. So, I booked with American Airlines a month ago through Expedia, only because I had these e-vouchers.Thinking I could just use them at the airport, since they were going to be used with American Airlines for the cost of luggage. I went to LAX (Los Angeles International Airport) on August 16, 2016 thinking I could use the e-vouchers for luggage and was informed by the Supervisor Pamela, that they could only be used if I had purchased the tickets directly through American Airlines. That's when I was also informed by Pamela that e-vouchers couldn't be used for luggage. Which I was never told by Tracie from Customer Relations, when she sent me the e-vouchers back in February. So in return, I had to pay for luggage. Which, I shouldn't have. I would understand if I tried using these with a different airline, but I wasn't. I contacted American Airlines Customer Relations on August 17, 2016, via email and Tracie denied my request for a refund. Also, on the e-vouchers it doesn't state anywhere that you are unable to use them for luggage or that they can only be used if you purchase tickets directly through the airline. I should be able to use these for my luggage. That's why I asked for these back in February. I believe I should be compensated for the cost of luggage, for yet another inconvenience.

Desired Settlement: To be refunded for the cost of luggage. Not a voucher, just to the card that was used for the purchase.

9/22/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I had American airlines round trip tickets I purchased from Miami to Turks and caicos on Oct 23, 2015, I have emailed, wrote letters on two occasions, and called multiple times since that day no resolution or attempt of a resolution has been established! On the above listed date my family and I were denied our flight to do American airlines staff misguiding us, which was clearly on the security surveillance that I strongly encouraged American airlines to view, our luggage was transported to turks and caicos my mother who clearly iis an elderly female was without her medication do to the luggage not being able to be tracked, no accountability was taken by manager ******* ****** instead she was watching my elderly mom suffer claiming she should know better than to pack medicine, and my children were crying while not even a blanket or bottle of water was offered for the staff of American airlines giving us the run around, but were competent to process a luggage fee, as well as a admiral club fee!

Desired Settlement: I would appreciate almost one year later someone from AA corporation acknowledging my tragic incident, resulting in a loss of 1 night at beaches family resort for my family and I, I have copies of my previous letters, emails, and call log to AA Corporation!

9/22/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got on flight from La Guardia to Tampa to take care of some last minute wedding arrangements and make sure that the cake arrived from Tampa to NY safely. While at my first stop in Charlotte Douglas airport I received a call from a family member to return to New York immediately because of a death in the family. The representative at the counter was able to reverse my flight to go back to NY that afternoon but that flight was cancelled because of weather. We were given a card to call and make other arrangements. There were no available flights to La Guardia so I had to make arrangements to be picked up at JFK. I arrived at JFK and only one of my bags arrived with me which were other unimportant items. My wedding was scheduled to take place Friday Aug 19 and my bag holding my clothes for the next week and wedding dress were in that bag along with my wedding shoes. My wedding was a disaster to say the least. I called every single day numerous times to track my bag and was given the run around over and over. Was told to purchase the necessary items and that I would be reimbursed. While in a perfect world that would be ideal, after spending as much money as we had already spent on our wedding the only cash we had available was for last minute emergencies. I had to use my credit card to purchase clothes because all I had was the one pair of clothes I arrived with at JFK. I now have a $3400 dress that brings me bad memories, a dress that I will never use and what was supposed to be a magical day was a complete nightmare. I was unable to go on my honeymoon to Jamaica because we had to spend our leisure money on renting a dress and tuxedo in less than a day and to purchase items I didnt have at hand because they were all in that bag. Nothing was being done so I had to go out of my way and drive 10hours from New York to North Carolina personally. I was told many times that the bag wasn't there after given a description of items in the bag when I arrived my bag was there.

Desired Settlement: In reality nothing can be done to undo the disaster that your company caused me and my family. I had items such as my passport, a watch that was given to me as a wedding gift that fell out of the front pocket. However, I will allow your company to make the necessary actions to try and correct what was done before a lawsuit is set in place. Congratulations on ruining what was supposed to be the happiest day of my life.

9/22/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During a recently (August 19-20, 2016) attempted trip, flying with American Airlines, we were treated so poorly and neglectfully by ticketing agents, that our unborn child's life was put at risk. And, unfortunately, none of those ticketing agents cared at all, nor have anyone else at American Airlines. I've had multiple email exchanges with representatives, though none of them cared at all about the stress and fear that we were put through. We spent over $600.00 in airport meals, a hotel room for only 4 hours, Uber trips all the way into downtown Dallas and back, and an Uber trip all the way from San Antonio to Austin. You can imagine the kind of stress that was put on my pregnant fiancee when we had to stay up until 3am only to find out that we were out of luck and now couldn't ever make our trip to our best friends' wedding -- and then scramble to get into a hotel to try and get a few hours of sleep, only to be treated horribly by the entire hotel staff and made to sit on a hard bench for well over an hour and "wait for the system to come back up" -- and then to have to sit at the airport the next day for another 8 hours -- and then to have to spend 2.5 hours in the air for a flight that normally only takes 50 minutes -- and then land in San Antonio, instead of home in Austin -- and then have to take a $100 Uber ride to get all the way back home to Austin. The problem is, this was all caused by negligent and rude ticketing agents. They never told us that we were automatically taken off of a flight due to multiple delays. They falsely promised us that it would be okay to be put back on the flight because it was definitely going to leave (I found out shortly after from an agent that, in fact, none of them know for sure if any flight is going to leave). They caused us to lose our chance to re-book a timely flight to make our friends' wedding. And, most egregious of all, they treated us rudely and tangibly without any care for the fact that my fiancee is pregnant.

Desired Settlement: I am entitled to reimbursement of the roughly $600.00 that we spent to take a trip that 1) never even happened, and 2) endangered the life of our unborn child.

9/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On a ticketed flight from Cincinnati to Baton Rouge with a connection in Charlotte, American Airlines abandoned me in Charlotte overnight, offered no accommodation, and could not get me to Baton Rouge in a reasonable time-frame. AA ****************

Desired Settlement: I would like the cost of my hotel in Charlotte ($179.79) and the cost for the Uber form New Orleans to Baton Rouge refunded as well ($91.73). I have provided receipts to AA.

9/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First filed complaint with AA requesting compensation for travel delay* ****************, and only received a response saying they were sorry for my troubles. I was delayed in my flight by AA from Branson MO to DFW for over an hour which prevented me from being able to reach or dog boarding in time before they closed causing me to pay an additional night and also miss half a day of work the next morning. As a result I am requesting compensation for this delayed flight for the three people traveling together.

Desired Settlement: Compensation to cover the cost of additional dog boarding (1 night at Petsmart) and three travel vouchers for future flight to cover cost of half day lost work time.

9/22/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service
9/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This afternoon I called AA customer service regarding a refund of two flight tickets that they made me repurchased back 2014 one of them was very rude, and customer service was horrible. On the other hand, I sent email, letters to AA headquarters regarding tickets that they made me purchased twice, they ignored my requests. Today, I decided to report my case to BBB to make you guys aware of the unfairness of American Airline toward their customers. Expéditeur: ******** Date: 6 décembre 2014 19:11:09 UTC-5 Destinataire: AACustomerRelations@aa.com Objet: Tr: A Follow-up from American Airlines Répondre à: pr****** A month after. I a going to write an open letter to mass media and social network for explain how I lose money in transaction with the oneworld American Airline and Iberia since march 2013. Sent from my BlackBerry® device from Digicel From: ****** ******* ****** Date: Mon, 10 Nov 2014 10:16:54 -0500 Since this letter I have no idea of the follow-up to my file ************* I don't think that I take an attorney service to claim the refunds. I conclude after six months that I must abandon this claim: me, my wife, my children and some friends decide to don't use the oneworld aa.service, and our aadventage . ****** ******* ****** Envoyé de mon iPad Le Jun 18, 2014 à 13:21, : June 18, 2014 Dear Mr. ******: We appreciate that you took the time to send us your impressions of your travel experiences on our oneworld® partner. While we are disappointed that things didn't go very smoothly, the concerns you expressed will be reviewed by our management personnel responsible for our one world agreements. We have forwarded a copy of your comments to the appropriate management

Desired Settlement: complete refund on the credit that I used at the time of the purchase. Which I suppose to receive on June 18, 2014.

9/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On our flight back from Maui to Phoenix, the plane was over booked so they asked for two volunteers to give up their seats and stay an extra day. They claimed that they would give us hotel accommodations and a $1,000 voucher for future use for each seat. We offered our seats but because they only needed two seats, not three, they wouldn’t let us.The reason why we were wanting to volunteer our seats was because we were all three separated by at least 7 rows. My Fiancé up front, myself in the middle and our 8-year-old daughter towards the back of the plane sitting between strangers. This was absolutely unacceptable! There is no reason why my 8-year-old daughter should have to sit with strangers for a 6-hour flight. We tried to switch our seats and no one was willing to move around as most other people had their seats switched as well. There was another family of three who was going through the same situation and luckily they were able to switch their seats. They were a little more aggressive than we were. So our lesson in this is to not be nice and try to play by the rules. If you yell and scream, you will get your way. We are not like that, but we will not be pushed around either. We spoke with the American Airlines employees trying to find a resolution but all they said was pretty much, tough luck. Again we tried to volunteer our seats and stay an extra night but they said that they didn’t need all three seats so if we got off the plane, it would be up to us to find accommodations. At this point we were tired, frustrated and I was about to have a panic attack. My daughter who hasn’t flown much has asthma and if she were sitting in the back of the plane having an asthma attack, I wouldn’t even know about it or be able to help her if needed. So we decided to just give up our seats and find our own accommodations. The airline actually gave one of our seats to someone who was flying stand by, but they still refused to give us any accommodations.

Desired Settlement: I have spoken to American Airlines after we got back and they were less then helpful. He informed me that unless we pay for first class, our seat arrangements are not guaranteed.I advised him that I was not aware of this “policy” and he told me that it is written on their website. I advised him that I booked the trip through Travelocity and not on their site directly. He told me that any 3rd party site would not have that information listed, nor would they give me the option to upgrade my seats. So therefore I wouldn’t even have the option to guarantee my seats unless I book through their site directly. This is in no way my fault for not know their policies, especially since our flights were supposed to go through United to begin with. The guy I spoke with said he would give me a $100 flight voucher that I would have to use with American Airlines on my next trip. I don’t travel often and there is no way that I would use it within 12 months. I want all of my money refunded.

9/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called American Airlines to ask if they would accept my Capital One check issued to myself to purchase a flight to Jackson Ms,there response was YES but I would have to go to ticket counter with proper ID etc. Upon arriving(40mile drive) to Ontario Ca the clerk said that they could not accept a check.

Desired Settlement: I would first like to be reimbursed for my expenses ,which would include gas,etc, and also would like to be compensated for the humiliation and character assassination of standing in line,and made to look as though the check was fraudulent.

9/19/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My family of five flew with AA on July 7th & they made us check our carry on luggage. Upon landing my sons car seat was wet & torn. The carry on luggage we checked did not make it on our flight. It took them over five days to deliver our luggage to the military base we live on. It went thru multiple couriers & when it arrived we were missing several thousand dollars worth of items. I submitted a claim & have waited over a month for compensation. I have received several emails & was told my claim wasn't valid since we had another claim with Delta last time we flew. I feel they are just avoiding compensation because of the value of items that was within our bags at the time we flew. I would like them to honor their policy & compensate me for money I spent on items in the bags & things we had to rebuy while waiting on the bags.

Desired Settlement: I would like them to compensate me for items I had to repurchase & for items missing from my luggage & my family members luggage.

9/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a flight cancelled to my final destination four hours(driving) from home. Instead of being stuck in Chicago for days(I was one of thousands that American couldn't get a flight figured out for) I got a rental vehicle and drove the four hours home. I was told BEFORE I got the rental that I would "most likely" be able to get it reimbursed by TWO separate agents from American, but I would need to file for the reimbursement once my travels have concluded. When I arrived at my final destination I was told by an agent that there's no way to get a reimbursement for a rental without first being authorized. So, I was deceived and made to think that originally I would get reimbursed for the rental, but could only start the process once I was home. When I got home, I was laughed at by an American agent who told me I needed to have preauthorization to get this reimbursement. This is a very shady way to get people to take the load off the airline when they are stressed and not have to pay for it. If I would have stayed in Chicago and waited for American to sort out a flight for me, they originally told me it would have been two days before they could guarantee me a seat on a flight. That would be two days of them putting me up in a hotel room and paying for my food. That alone would have been hundreds more than the rental car costs. This is all after they cancelled the flight and tried to claim it as a "weather cancellation". The skies were clear, and there was no weather to speak of. The weather that caused hundreds of flights to be cancelled was two days earlier, and in no way effected my flight. Shady dealings all around here.

Desired Settlement: I need to be reimbursed for my rental car costs and the fuel used to reach my final destination.

9/16/2016 Problems with Product/Service
9/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jun 19 I booked a flight for July 1 from Columbia, SC to Newark, NJ. On Jun 29 I paid a $200 change fee to take an earlier flight from Columbia to Newark. When I arrived at the airport I was told that my flight to Newark had been canceled and that I was put on different flight arriving later at JFK. Not taking that flight was not an option for me, since I wanted to get home to visit my wife and this was the only opportunity I had to take leave from 3 month long training in South Carolina. Taking a later flight would have been challenging because of my religious observances. During a phone conversation with American Airlines I was denied a refund for that $200 change fee. I filed a dispute for that $200 with my credit card which was challenged by American Airlines.

Desired Settlement: Since AA canceled the flight for which I paid a $200 change fee and did not provide a viable alternative for me, I would like that $200 change fee refunded.

9/16/2016 Problems with Product/Service | Complaint Details Unavailable
9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Good Afternoon, I am forwarding a complaint that I have made with Expedia and American Airlines. Below is what I have sent: I recently had the worst travel experience of my life to date. I am a frequent traveler, more so for business than pleasure but on this trip I really was caught by surprise. A large part of my business is transportation. I am very familiar with the fact the logistics whether its crates or people can often have trouble. I keep this in mind as I go about my daily business and try to take the perspective that everyone is doing their best and things will not always work out exactly as intended. I have never before reached out to a corporation to share an experience but I really felt compelled. I ask that you review this situation and get in touch with me. My flight was on a Monday. On Sunday 24 hours before the flight I was not able to check in on the app or through the website AA Flight 5642 confirmation sumxwr Expedia itinerary #************* I called and was told to be at the airport an additional hour before the flight boards. Boarding was scheduled for 530am - so I would be there at 4:30 am. I was also told the desk does not open until 5. This would make it impossible to speak to someone an hour before as was requested of me. The agent did not understand that or was unwilling to acknowledge that which I found frustrating. When I arrived and the ticket desk opened I was directed to the gate for a seat assignment. I printed my pass(without the seat) at the kiosk. There was no one at the gate until 5:22 and they then immediately announced for first class passengers to come forward as there was no first class seating. As I was approaching the attendant announced that unassigned seat passengers were to wait to be called. Once the waiting was over I/we were told the flight was full and to proceed back to the ticket desk I overheard that the plane was downgraded which I can only assume it was smaller and could not fit all as originally planned. It is clear to me that this was known at a minimum of 24 hours in advance of the flight since I was unable to get the seat assigned. I was called on Sunday evening to see if I would be interested in moving my flight for a voucher but I declined due to the fact I had a connecting flight. I can assume this was done to see if your airline could get enough people to voucher to make the flight work and everything taken care of. What I don't appreciate is that the ultimate conclusion without my agreement. I was forced to change my plans that I booked and paid for. I understand the attempts to come up with a solution, things happen. The ultimate ending though left me in the dark and I find it to be dishonest. There was a point in this process that you knew how this would go- yet I had to be dragged along on a process that you knew the conclusion to already. I don't believe I deserve to be treated like that or jerked around so to speak. I am traveling on business and these arrangements were made in advance. The new flight that was given to me was from San Francisco. They said the drive was an hour- maybe hour and a half. Leaving at 7:30 from Monterey. I agreed to the flight /best option of departing at 10am from San Fran - go to Dallas and then to my final destination Houston. I was presented with a vouched that I did not want to accept in any way shape or form. I was told that I was required to sign it under dot regulations. I did not sign my name. I did not and do not waive anything regarding this flight or transaction. When I got in the cab I checked my phone and the travel time was 2.5 hours. The cab driver said this was not unusual in any way. Those who booked this had to have known. With that being the case there would not be any real opportunity for this flight to be achieved and again I am put in a position of trust with you and dishonesty or lack of full disclosure has presented itself again. I was then in the same predicament at a different airport and the "problem" of another agent The flight was to depart at 10:03. I was able to get through security within 10 minutes and ran and made it to the gate at 9.55. No one was at the gate they came out and at 10 - the plane was there and the steps were there. I was flatly told I was late. The agent ****** at gate 56b could not have been less understanding. The other woman who's name I did not catch was even worse and thankfully she had left to take care of something else. I was treated as though I was late of my own accord. I was even told that I shouldn’t have been late. I was given a ticket to Dallas and told that is it. I asked about how I would get to Houston since that was my final destination. I was told that I could figure it out when I get there. I asked for some documentation so I know what do to and was told I can reprint your old itinerary but that's it. On the AMERICAN app it showed my flight from Dallas to Houston so I went back to the counter with another attendant. I asked for a ticket for that flight. I was provided a ticket for another flight all together. It was a later flight from Dallas to Houston. When I showed the confirmation from the app which shows a confirmed flight, boarding pass and seat. I was met with a blank stare. My ticket for San Fran to Dallas was taken and I was told to just listen for my name so a seat could be assigned. Without being told originally I discovered was placed 6th on a standby list. I was not admitted. I was given another gate and standby- it was oversold and they were looking for 2 people to voucher. I was not admitted on that one either. The whole process of trying to get reassigned I was treated with zero priority and as though I had done something wrong. I was treated as if I was in the position by my own mistakes. That I would just have to wait and see. This was the best consolation since I had messed up. I followed every instruction and feel I had gone above to communicate the information that I had and have my best effort by running through the entire airport to make the gate originally for the 10:03 flight. Latu at my last gate who was going to rollover the standby again was very helpful. The only person to show the slightest ability to listen. I was then given a pass for a United flight to bring me directly to Houston as I would have most likely continued the same roll over endlessly through the afternoon and evening and would still need to transfer to my final destination Some other inconveniences that I would like to share I had to throw out my water I purchased twice. I had to go through security three times My neck and back is completely out of alignment from excessive carrying of the bags I had no opportunity to eat anything until 130 pm and I had been up since 4am When I was running to catch the original transfer flight I completely embarrassed myself. There were customers who saw me running like a maniac to catch a flight. Then saw me missing flight after flight. I was completely embarrassed, besides everything else. I was really in shock over this treatment. I never understood why people get so upset or could not understand that things can go wrong and you need to just get over it. In this case I honestly felt abused by the treatment and helpless. I felt as though I really didn’t matter. Please review this situation and contact me with a resolution.

Desired Settlement: I would request a round trip flight as resolution.

9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On Saturday August 6th my daughter flew out of PHL on flight 1826 to PHX. Upon arrival at PHL I spoke with the desk attendant because my daughter was flying as an unaccompanied minor. The lady was extremely rude, did not give a greating, asked me for my ID and flight information. I told her that my daughter was an unaccompanied minor and the lady turned away from me and walked off to a door and left the area without saying a word or anything. After a few minutes she came back and informed me that there was an unaccompanied minor fee and a baggage fee. I told the lady that I paid the fee when I booked over the phone and I am in the military and the baggage should be free. she did not even look up at me and asked does she have a military id? I said no not yet. then it will be $25.00 sh replied. After a long rude time of waiting and listening to rude remarks. I did not want my daughter to miss her flight so we left for the gate. I called customer relations and informed them of the situation and the rep told me that she was sorry and issued me a refund for my unaccompanied minor and baggage fee that I had to pay twice. The rep told me that it will be 7 business days before I will receive my refund back. This was on the 13th of August. Now my refunds are still not in my account and I need these funds as I and the rest of my family are flying on your airline on Sept 1st from PHL to PHX and these funds are for after our flight. I have called numerous times and asked about the refund and now I am told that it will be a couple of billing cycles. So I ask how can you compensate me for my hardship do to my funds being help up by your system and everyone I ask tells me I'm sorry, oh well. No I want to be upgraded on my future flight or something this will cause me to have a hardship on the 1st after my flight with you. I also been trying to contact AA regarding my disabled daughter and her flight needs and can not get a clear answer for her assistance.

Desired Settlement: I would like to be compensated in some way for the current situation my family and I are placed in by the unprofessional business acts by their associates at Philadelphia Airport,

9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had to travel to NYC on 08/26/16 returning on 08/28/16. I am AAdvantage member, also have circulation issues, I am tall 5'11" and I need the extra leg room. Knowing this, I paid for the seats in the front (7A, with extra leg room). Unfortunately, I made a mistake in the booking date and called AA the same day, within an hour to cancel the flight and book the correct date 08/26-08/28. The customer service rep transferred me to a supervisor and she booked flight 2025 leaving Miami on the 08/26/16 and flight 1621 returning on the 08/28/16. The seats were not included, but since I called so quickly they can without a problem make the seats available and refund the money. The supervisor said she will select the seats (same seats, 7A) for me, while on the phone at no charge, since I already paid for those and the seats were available. It would have been just a flight and seats change. When I checked online, she never picked the seats and I cannot cancell the flight due to the importance of this trip for me. Now I was not able to seat where I picked and paid but also my health will suffer due to my condition. It will take a week to get back on my feet, health wise and these health issues make me very vulnerable to other diseases, so it can potentially transforms into something else with my health.

Desired Settlement: This problem is a huge inconvenience for me and I do not see AA able to just repay me, considering the fact that I will be a week taking medication and monitoring my health just because of this inconvenience that could have been prevented. I can only think of a full round trip refund, since this trip will be miserable for me or a free round trip ticket to any national destination.

9/16/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I arrived at the airport 1 hour before my flight yet somehow I missed it. I had a fractured foot and instead AA accommodating me, (i.e faster security check in, competent wheelchair service) it further delayed my travels. I was told I could not check my bags in out side even though I checked in online and had a foot injury. I had to come in check my bags which took 40min! I tried to advise security/flight attendant that my flight is boarding soon nothing was changed. It seemed that staff was deliberately slowing down because I was in a rush. I even asked if it was possible for me to travel separately from my baggage. They would not let me. I missed my flight not because of my tardiness or due diligence but do to the incompetence/uncooperative staff at AA. I expect to be comped at least the $374.51 charge for the second bag fee and new ticket I had to buy. I will submit this complaint to the BBB as well.

Desired Settlement: Refund me the total $374.75 I payed for new ticket and 2nd baggage fee

9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was charged 1,200$ extra because I missed my flight to the Bahamas due to their misinformation. I called a few days before and AA confirmed that I could check in boxes; however, when I got in line to check in my boxes, AA said that there was an embargo on boxes and refused to accept them. Our 2 friends got their boxes checked i fine! I was told to get into another customer service line to see what can be done. It took 30 minutes to get in line and by the time I weigh my boxes in, the attendant said I missed the check in cut off by only a few minutes. I was forced to buy a new ticket to be re-routed to Miami but once I paid extra 1,200$ there was no problems taking in my boxes! After my trip, I called back to AA and was again told that boxes are ok to be checked in!! Customer relations refused to refund me and said that it was my problem because I missed the cut off at check in!!! Had I been told that there was an embargo on boxes when I called, I would have avoided putting anything in boxes and would have not missed my flight to begin with. My other friends had their boxes checked in just fine and they came to the airport the same time as I did. There is no where that states that there was an embargo on boxes! Until now, I don't even know if there were or it was enforced. I feel that I'm being passed over and that I've been treated unjustly. Please help!

Desired Settlement: i would like a refund of 1,200 because I was misinformed and continued to be misinformed by American Airlines attendant. Also, I think it's only right that American Airline apologize for all the confusion and problems that it has caused me and my family for this unjust situation.

9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have reached out on multiple occasions to AA to resolve my issues. AAdvantage Number ******* and record locators ****** and ****** are in question here. Very long story short AA had equipment changes, lost luggage, and cancelled flights that caused me to miss more flights on separate itinerary with AA. I was lied to multiple times on phone and in person during the luggage issue and ended up making 6 trips from downtown Chicago to ORD to finally get my luggage. I incurred costs of approx $400 between rental car and new clothes/toiletries to get me through the 3 days of lost luggage. I am still waiting on refund of approx $350 for the flight on locator ****** because the cancelled flights the night before caused me to miss that flight. Status shows "we have your claim please email us" I have emailed twice over the last 3 weeks with no response. Customer relations says they can't help with that but they have forwarded my request over to be reimbursed for baggage costs. I am still waiting 3 weeks to hear from that department. I spent $1063.95 for locator ****** and $350.10 for ******

Desired Settlement: I am expecting refund or travel voucher for the $350.10 for the flight they caused me to miss as well as voucher for $122 for the replacement clothes/toiletries for 3 days and $171 for the rental car I had to get because cancelled flight. I feel this is MORE than fair as I am not asking for my time to be reimbursed or fuel, parking for 6 times at ORD, etc. I just want to have it made right.

9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I submitted a complaint to American 59 days ago and have not had any correspondence in return. I have followed up via email four times since to touch base and still nothing. I have called their customer service line, AAdvantage Customer Service, as well as my credit card company who all told me I need to deal with American through their email service as they are the only ones that can make the refund that was promised happen. I will attach the original correspondence in the Additional Details Section as it does not fit in this field.

Desired Settlement: American Airlines promised that we would receive lodging through a hotel comp over the loud speaker before we landed in Dallas. Once we arrived in Dallas we were refused what had been previously promised and guaranteed to us. We proceeded to the Hotel Airport where it was $224.87 to spend the night due to our flight being delayed due to mechanical reasons and the next flight being the following morning. (More information on the situation in the additional complaint details)

9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hi, I am contacting BBB for American Airlines' policy of reactivating miles. I found out in May that my American Airlines miles expired, and after talking to American Airlines customer service, I was told that in order to reactivate my 70K miles I have to pay $400. I totally understand those miles do expire and it is customers' responsibility to keep track of those dates. But I really hope there could be a courtesy reminder from AA to remind their customer the expiration of their miles just like many other retailers or service providers remind their customers about expiring credit or rewards. Having miles expired silently then asking customer to pay to get it back will help company collect some money but this kind of practice really hurts the customer relationship in long term. I have contacted American Airlines about this and also filed compliant on their website but they just gave me their phone number to ask me to call again.

Desired Settlement: I request AA to reactivate my miles and in the future improve their service to send out miles expiration emails to remind their customers.

9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines lost my luggage last week after a flight from Miami to Ohare and when I received my suitcase several of my personal items were missing. I did speak with customer service the next day regarding compensation and they told me they could not help me. Please compensate me for my missing items and for the inconvenience.

Desired Settlement: Please compensate me for what is missing and also the inconvenience.

9/16/2016 Problems with Product/Service
9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines Flight #1426 was cancelled due to weather early Saturday morning (August 20th., 2016). Flight #1426 was scheduled to depart Pittsburgh for DFW at 3:13pm EST. I do not believe the flight cancellation was actually due to weather. Flight #1426 did not have many passengers on it. Flight data on arrivals for Dallas Fort Worth Airport and Dallas Love Field shows American Airlines and other airlines did not cancel flights from major airports and international airports scheduled to land around the same time as Flight #1426 (5:10pm CST). The cancelled flights "due to weather" were from smaller airports. I believe American used 'weather' as an excuse to cancel flights from smaller airports that did not have many passengers on the plane. American made this decision out of precedence for what is profitable for them, not based on what is ethical for the passenger (customer). American Airlines will not reimburse expenses occurred due to cancelled flight since it was due to weather. American refunded the cost of the ticket from Pittsburgh to Dallas Fort Worth. I was not able to get on another flight, as all flights were overbooked. This put me out of pocket $400 for hotel and meals. I have reached out to American Airlines customer relations. They have not responded to my complaint.

Desired Settlement: I believe American Airlines should refund the cost of the entire round-trip airfare, cover cost of hotel stay or offer points due to this nightmare experience.

9/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On June 26, 2016, we contacted American Airlines via certified mail requesting a full refund after a completely dissatisfactory first class round trip experience we recently had with them on June 4 and June 11, 2016. The round trip cost for our first class tickets was $1978.90. On July 14, 2016, we received an email response from American Airlines with a $100 voucher. This is not even a 10% refund, a disrespectful slap in the face, not only considering the amount of money we spent but also the fact that we are AA Advantage members. On all four of our flights (two of which were cross country flights), we were on a very old Airbus ****. So old, in fact, that there were not even headphone jacks to listen to music. Not to mention, there was no in-flight television on any of our flights. We were told by one of the flight attendants that we were on old US Airways planes, which have not received the same upgrades that the American planes have, other than new external paint. We have flown coach in older American Airlines planes before and have always had in-flight television, even on short flights. Had we been on an upgraded ****, or even an older American plane vs. US Airways plane, we likely would've had the in-flight movie. It seems unconscionable to me that American Airlines can charge as much as they do for first class and not at least offer the same movies for free on WiFi that they would otherwise be showing in-flight on their other planes. The seats clearly hadn't been upgraded and were EXTREMELY uncomfortable. Priority boarding for first class was not followed and there was a lack of in-flight service for first class. First class/priority bags took over 45 minutes to come out on the carousel in the arriving airport, and came out after the coach bags.

Desired Settlement: We expect a full refund for the purchase price of our tickets. Had we known we were only getting a coach experience, we would've only paid for a coach ticket.

9/12/2016 Delivery Issues | Read Complaint Details
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Complaint: My son's luggage was lost by the airlines. We were in Jamaica on a long awaited and saved for vacation that was wasted since he had only the clothes on his back. We tried to buy a change of clothing but was only able to get swimwear, (not even essential clothing). We were not able to take part in several events at the resort. To add insult to injury we were told everyday that it was on the way only to be disappointed. The customer service in the corporate office was very, very nasty and inconsiderate. One woman actually told me in very loud Nasty tone "i don't know where your luggage is, I don't work at the airport ". This trip was planned and saved for and ruined by AA. we are home and we still don't have our luggage.

Desired Settlement: Return of our luggage ( there are some things that cannot be replaced), and some type of compensation for destroying our vacation.

9/12/2016 Delivery Issues | Read Complaint Details
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Complaint: Last night on 8/21/16 around 9:15pm I was told by an American Airliness baggage associate that my luggage was still in Charlotte and it would be delivered to me by 10am on 8/22/16 at my residence. I then received an email at 1:59am from Where's My Suitcase stating I would receive my luggage by 4pm on 8/22/16. I spoke to an American Airlines representative around 4pm today b/c I still didn't have my luggage. She said it was out for delivery. She said AA was not allowed to give out delivery times, however this was contradictory b/c I had an email stating I would get my luggage by 4pm. I've been emailing for the past 4 hours and I still don't have my luggage. I talked to Carey from AA at 8:39pm and she stated I should've had my luggage by now. She even tried calling the driver and could not reach him. She also stated that when the notification says 'out for delivery' that does not mean the luggage is on its way to the residence - it just means the luggage has left the airport. This is MISLEADING to CUSTOMERS. Ironically, I got an email at 8:37pm saying my luggage was on its way. It is now 10:17pm and I STILL DON'T HAVE MY LUGGAGE. I emailed customer service again and now they're saying it will take another 6 to 8 hours for me to receive my luggage. So, is the driver that got my luggage at 8:37pm going to be driving around all night? How much longer do I have to wait? I am disgusted at the treatment I have received from both American Airlines and it's third-party providers. I want my luggage, an apology, and a refund for the total cost of my round-trip flight (baggage check fees included).

Desired Settlement: I am disgusted at the treatment I have received from both American Airlines and it's third-party providers. I want my luggage, an apology, and a refund for the total cost of my round-trip flight (baggage check fees included).

9/12/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: My 19 yr old daughter flew on AA airlines to Phoenix AZ onboard AA airlines. A ticket was purchased in that amount of $150. When my daughter arrived at the airport in Atlanta, Ga. she had three bags in which one was suppose to be a carry on however in her inexperience in flying AA told her the third bag must be checked in as well. Personally I have flown many times and I'm pretty sure I recognize if a bag can be a carry on or not. Once AA told her this they accessed her fees at $210, $25 for the 1st, $35 for second, and $150 for third. My complaint is since we do not have the internet service in our home since we live in a rural area in Georgia, we were not aware of these outlandish charges for baggage's. I could understand the $25 and the 35, but I"M upset over the $150 charge for the third bag. That is overpricing plus taking advantage of a young teenage girl in which this was her first time flying by herself and only the second time she has ever flown. I have contacted customer service and have been back and forth with them over this issue with no luck getting the reimbursement I believe I'm entitled too. Especially since we had no way of knowing of these charges. We wasn't even made aware when we purchased the tickets. I have all of my receipts and correspondence with AA on this matter. I would very much appreciate anything the BBB can do to prevent this from reoccurring again.

Desired Settlement: I would very much like to see the refund for the $150. I know for a fact I could have sent the third bag by UPS or Fedx a whole lot cheaper than $150.

9/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a return ticket to spend the weekend in New York city with my family.. First flight was scheduled to depart at 7:55pm on 12th of August. The flight was delayed more than 2 hours causing me to arrive too late at night. I found the customer service at the airport extremely rude and arrogant. They were not accommodating me in any way and my plans for that night were effectively ruined. My return flight was scheduled to depart at 7:55 pm on 14th of August. The flight got delayed to 8:30pm and then to 9:30. And then around 10:30 the representative said the plane is here its just finding a gate to unload passengers. Then around 11, they claimed there were bad weather conditions in Toronto and cancelled the flight. I witnessed 3 flights depart to Toronto. One of my friends also flew to Toronto the same night. They provided very little support/help in rebooking the flights. I had to spend the night at the airport, miss work the next day, spend time changing flights to get home. And I received no compensation whatsoever.

Desired Settlement: I would like all of my money back. This is absolutely terrible customer service

9/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had made an on-line reservation for my daughter, entering all the data including my credit card number and their site was then unavailable. I called and talked to ticketing. She told me for my inconvenience that she would waive the bag fee that I had purchased on line. When my daughter went to the airport, she was then charged a bag fee. I contacted the airline about this and customer service said I would then have to email them. So, I did. The response I got was: "Based on our records, there was a waiver of the change fee not a baggage fee, and we do not see any documentation authorizing a bag fee waiver. We should clarify this is a nonrefundable charge associated with the increased cost of handling and transporting baggage." I did not make a change in the flight, I was just assuring that it went through. There should not have been a change fee in the first place to waive.

Desired Settlement: I would like the bag fee that my daughter paid refunded.

9/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines damaged a piece of my luggage. I followed their process for repair, which involved delivering the bag to their airport location in Rochester NY for them to have the bag repaired through a provide they use in Dallas TX. I delivered the bag to them for repair on 4/12/2016 with the promise that the repaired bag would be delivered to my home in 3-6 weeks. I never received the bag, and I have contacted them multiple times since mid-June to try to resolve this issue. They have stopped responding to me and have apparently misplaced my bag. In my last attempt to contact them, I requested full reimbursement of the cost to purchase a replacement bag ($500) and the price I paid to them to change my reservation ($800) as they failed to provide the service I paid for - delivering me, my family, and our luggage. I also told them in that last correspondence that I would be filing a complaint with the Better Business Bureau if they did not respond and resolve my issue in 2 weeks. They did not respond at all.

Desired Settlement: Refund of $800 ticket change price as they failed to provide the service I paid for, and payment of $500 for me to replace the ***** ******* luggage they first broke and then lost.

9/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Had frequent flyer tickets from Aadvantage, from Paris to MIA through Madrid. Ticket was accidentally cancelled by AA. Ticket was on Iberia. I received notice the night before from AA to check in for the Iberia flight even though they had allegedly cancelled my reservation and not notified me of this months before. I also had received notifications regarding the flight and even was able to reserve seats and meals despite the reservation not existing.. When I got to the airport, after about 45 minutes of going through representatives of Iberia, I was told my reservation no longer exists, AA to blame, even though AA sent me an email to check in less than 24 hrs earlier. I was forced to buy full price tickets on Iberia in order to return home from Paris, AA admits fault but wont reimburse, claiming it is on an Iberia flight though it was their AAdvantage ticket This appears to be a classic bait and switch ploy forcing me to go from a free ticket to 2 full price tickets (myself and wife) which cost total $3250.00 I have contacted AA and they have been extremely unhelpful, thus am hoping BBB can help me. I have all documents needed which I can fax or mail to you

Desired Settlement: refund of money spent for full price ticket to get to MIA from Paris due to AA admitted negligence

9/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: 1st day of vacation 8/13/2016 my wife went to the ER, had emergency appendectomy 8/14. She wasn’t discharged until the night of 8/17. We called American Airlines to ask to get her a more comfortable seat due to the fact that she was still on a lot of pain. While being transferred to special assistance I was instead transferred to a different department. They asked if I would want to sit next to her or if she would want more leg room. I wanted for her to be as comfortable as possible even if couldn’t sit next to her. They assured that she would sit in 8e and I would sit in 9e behind her, she would have extra leg room. Our last day of vacation, 8/18 I was contacted by the special assistance dep. I thought they would be concerned and try to help us; instead they told me that if I didn’t get a doctor’s note to them by the next day we wouldn’t be allowed to fly. It took all day to get the Dr. to write and fax the note to AA. I called to make sure it reached AA, Gina D***** answered (call recorded by airline). She told me there were key words missing from the Drs. Letter that made the not acceptable, however she would accept it. I explained how upset I was, I had called for the help of special assistance and ended up spending the only day of vacation on the phone. I mentioned that I was venting and that I understood why they need the letter. She asked if I was satisfied and if they could assist me with anything else. I said I was dissatisfied, instead of making things easier, they ruined my wife and I’s only day of vacation, they didn't assist me with anything. I said good bye, she told her coworker while I was hanging up that I was a jerk. I told her I was still on the line and asked how she could say something so unprofessional. Her excuse was that she was frustrated. I asked her name and her supervisor’s name. I left a message for the supervisor and was called back with an apology, I said it was not enough and I would like a refund. I have heard nothing back.

Desired Settlement: Full refund

9/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was on headed for vacation to go to Costa Rica on July 24, 2016. When rhe plane was leaving rhe Chicago layover flight 2621 it had to do an emergency landing in STL. We were i the airport for 8 hours waiting to get a new itinerary. Meanwhile we missed our connecting flights in Arkansas and DFW airports. To make it to Costa Rica on that same day. We instead got re routed to Miami had to spend a night in hotel there. And got to CR the next day. When we got to Costa Rica the plane could not land in San Jose airport so we had to Land in Guanacaste airport. Which we then got bused out to San Jose which was a 6 hour drive. Missing two days of our trip and two of our scheduled excursions. When we did reach San Jose airport, customs was closed so we couldnt obtain our luggage and we couldnt take our pre paid shuttle ride because we were a day and a half late for arrival. I had to pay for travel from the airport. My hotel reservation got cancelled therefore I had to pay full price for the rate of the room. I also had to pay an additional fee to travel to the airport and pick up our luggage. When the airline responded they only offered me and my child a $200 credit each. This is very inconsiderate seeing that we were so inconvenienced for the whole trip. I had to buy necessities out of pocket as a result of us not having out checked luggage. And when customer relations responded they did not spell my daughter's name correctly. I feel that this was very impersonal and they only responded and gave us a $200 credit to "shut us up". I am very displeased with this level of customer service.

Desired Settlement: I feel that my daughter and I should be credit with another international flight of our choosing.

9/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had purchased a ticket on American Airlines several weeks prior to my flight and had received the check-in notification approximately 24 hours prior to my departure. When I tried to check-in online (multiple times), their system was down. Less than 2 hours before my flight, I tried again and was told to check in at the airport. When I got to the airport and tried to check in, American said my ticket had been cancelled, though I definitely never requested that and their system had told me it was valid less than an hour beforehand. They told me my only option was to buy again the ticket that I had already purchased and they charged me approximately seven times my original purchase price. As I had meetings scheduled that afternoon and nonrefundable reservations in my destination city, I had no realistic option but to purchase the ticket again as they required. Multiple attempts to get my money back for the difference in price (they did refund my original ticket purchase price, against my wishes) have been ignored by American Airlines.

Desired Settlement: Refund of $565.00 for the difference between the amount of my original ticket and the amount they charged me when they cancelled my ticket as I checked in for my flight.

9/8/2016 Problems with Product/Service
9/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a flight with aa through orbitz, and it has been hell! trying to deal with both of you. I called and spoke to a customer service agent at aa and explained the situation, only to have her hang up on me when i asked to speak to a sup. Then I called back and got to a sup only for her to pass me off telling me that she could do nothing and i had to call orbitz. So i called orbitz, i am currently on hold with them and have been on the phone now just with them for 2:48:57 the first guy said there was no such thing as sales support, and when i asked to speak to a sup he put me on hold for 1 hour and 52 minutes! now magically the sup is on hold trying to contact the department that didn't exist before. I called and spoke to another sup again at aa and she said that there is nothing she could do. This is unacceptable, even though i booked through an agent of yours aa should still take responsibility for the actions of their own staff and the agents who also indirectly represent them. At first i was asking as a courtesy if aa would just waive the change fee, but now I would like a full refund for all my frustrations, dealing with an incapable customer service department for both american and orbitz. Being lied to and hung up on is not acceptable in any business and someone needs to make this right. now i have been on the phone for 2:58:43 how is this ok?

Desired Settlement: I at first just wanted a fee waived but after being hung up on and talked down to by your representative and then being passed off by not one but two of your managers, ******** and ***** ***** with no resolve or even an attempt to handle the situation, I now request a full refund.

9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a flight from Green Bay Wisconsin to Santiago Dominican Republic with connections in Chicago IL and in Miami FL. The Flight from Green Bay WI to Chicago was fine But from that point on was nightmare !!! I was delayed multiple times from Chicago IL to Santiago Dominican Republic. While the Total Travel time was to take about 10 hours. The many delays caused by AA did result in an additional 22 hours. These delays were not the result of weather conditions but were due to mechanical and staffing issues as was told to me. In addition I had just recently had surgery and my doctor cleared me for the 10 hour flight that I w2as expected to take. I had a limited number of pain pills because I was expected to be home recovering within 12 hours. Needless to say I was in a great deal of pain due to having been sitting upright for about 42 hours. I was to receive assistance throughout my trip because of my medical condition that the Airlines was informed of but in Miami the agents refused to provide a wheelchair for me or help me with my carry-ons. Instead the ticket agent required me to carry each of three carry-ons one at a time on board and stow away and then go back for each additional bag. The I was yelled at for leaving my bags unattended while getting the others by a security person. I explained that I was doing what I was told. Each bag was over the weight of what my doctor told me I could lift. The trip was very upsetting and painful. I tried to resolve the issue with American Airlines but received little concern except there offering me 12,000 bonus miles. I responded to them saying that I was not satisfied with that. I explained to them that I did not get the service that was expected of them and that their issues had caused me much discomfort and that I expected a full refund. In addition I asked for two round trip tickets first class to anywhere they fly so that It would give AA the opportunity to earn my business in the future without risk to own finances.

Desired Settlement: Full Refund of Airfare and additional Baggage charges ($607.70) plus 2 First Class Round Trip Tickets to anywhere AA flies. The refund is the very least AA should do because they did not provide the service that was expected of them. Not Even Close !!! I would never had purchased a flight that would take over 32 hours to complete. The reason I am asking for compensation from AA of 2 First Class Round trip Tickets is because I feel it a fair way for AA to prove that they can provide the service that is expected with no further financial risk to me. Certainly It will cost AA nothing to provide them because there are always vacant First Class seats available. Furthermore I would think that AA would want me to have a much better expieriance than I had on this last flight. If AA wishes to do more, than that would be fine but I think that this is a fair and reasonable request. The Complaint ************* Was submitted to AA and a unsatisfied reply to their offer of 12,000 miles.

9/8/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I went on my honeymoon with American airlines leaving from Newark NJ on August 13th. When I arrived in Miami I discovered that my baggage never arrived. I spent the rest of my honeymoon contacting the airline trying to get luggage that never arrived. Agents on the phone gave me the run around giving me excuses as to why and where my luggage was. In NJ I was informed that the luggage was still not coming up in the system. I spent my honeymoon wearing beach clothing everywhere since it's the only clothing we could find. I complained but they told me I had to fill out information for everything in the Luggage. And it will take about 1&1/2 for me to get anything back for what I had and spent.

Desired Settlement: a full refund for the things I had in the luggage and a free flight.

9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I WAS ON A FLIGHT FROM HAITI TO ATLANTA CONNECTING IN MIAMI. WE WERE TO FLY OUT OF MIAMI AT 7:59PM. IT WAS FIRST DELAYED TILL 8:30 PM, THEN 9 PM, THEN 9:30 PM, THEN WE BOARDED AT 10:30 PM. WHILE ON BOARD, WE WERE TOLD THAT WE WOULD BE DELAYED FURTHER. REASON: RAIN WOULDN'T ALLOW THE ATTENDANTS TO TRANSFER OVERHEAD/CARRY ON LUGGAGE TO THE CARGO BAY. AFTER THE RAIN HAD PASSED AND THE LUGGAGE WERE TRANSFERRED AT 11:05 PM, THE PILOT ANNOUNCED THAT THERE IS A RED LIGHT ON HIS DASHBOARD. WE CANNOT TAKE OFF. HE TRIED RE STARTING THE ENGINE AND DECIDED THAT MAINTENANCE HAD TO BE CALLED IN TO HANDLE THE RED LIGHT ISSUE. MAINTENANCE DETEREMINED THAT THE ISSUE CANNOT BE RESOLVED AND THAT THE FLIGHT HAD TO BE CANCELLED AT ROUGHLY 11:49PM. PILOT INSTRUCTED US THAT WE WOULD RECEIVE FURTHER INSTRUCTIONS AT THE KIOSK. THERE WERE NO REPRESENTATIVES TO SPEAK OF. AFTER STANDING ON LINE FOR OVER TWO HOURS, AA SAID THAT CLAIMED THAT SINCE THIS WAS A WEATHER RELATED INCIDENT, THAT WE ARE NOT ENTITLED TO FOOD AND HOTEL VOUCHERS. THEY OFFERED US PILLOWS AND BLANKETS AND TO GO FIND A SPOT AND LAY DOWN. THAT IS UNACCEPTABLE!!! YOUR PILOT CLEARLY STATED THAT THIS WAS MECHANICAL; IT HAD NOTHING TO DO WITH THE WEATHER WHATSOEVER. AA DIDN'T WANT TO TAKE RESPONSIBILITY AND DO THE RIGHT THING. AT THAT POINT, I FELT MISTREATED AND LIED TO. I ASKED TO SPEAK TO A SUPERVISOR. I WAS TOLD THAT THE SUPERVISOR WAS SLEEPING AND WOULD NOT BE DISTURBED. I WAS GIVEN A SEAT ON A FLIGHT FOR 12PM ON SUNDAY. YOUR ATTENDANT TOLD ME THAT THAT WAS ALL SHE COULD DO AND IF I DIDN'T LIKE IT THAT SHE WOULD RIP UP MY ITINERAY BECAUSE I WAS GETTING HER VERY FRUSTRATED AND THAT ALL SHE HAD WAS AN HALF HOUR ON HER SHIFT. BOTTOMLINE, I COME AWAY FROM THIS EXPERIENCE KNOWING THAT THE CUSTOMER IS NOT ALWAYS RIGHT WITH AMERICAN AIRLINES!!!! BTW, I DIDN'T RECEIVE MY LUGGAGE UNTIL TUESDAY NIGHT. DELAYS HAPPEN, BUT I DO NOT EXPECT TO BE LIED TO AND TO BE MISTREATED AND INSULTED. THAT IS A NEW LOW!!!

Desired Settlement: AN APOLOGY, AN EXPLANATION AS TO WHY I WAS TREATED IN SUCH A MANNER: WHERE I FELT MISTREATED, LIED TO, AND DISRESPECTED. FINANCIAL COMPENSATION IN THE FORM OF R/T TICKETS. MORE IMPORTANTLY, GOING FORWARD, I WOULD LIKE TO BE TREATED WITH HONESTY AND NOT TOLD LIES BECAUSE THAT'S THE EASY WAY OUT.

9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing this letter due to the unacceptable experience my children and I received using your airline. We were scheduled to leave on 07/28/2016 at 6am (Confirmation ******* flight ****) from RDU arriving at 10:01 am the same day at our destination. It was going to be a surprise for my oldest child who was visiting my parents for the summer. I received an automatic call that the flight was canceled and I was re booked on a later flight leaving at 11:56am. I arrived an hour early to RDU, but there were no seats available together. They rescheduled us to leave 07/29/2016 at 5:20am, but could only get us to Dallas. We left the airport and I contacted the airline by phone. I spoke with a Supervisor and explained that this was not what we paid for and this was completely unacceptable. The agent did not seem moved and the seats they booked us on had me separated from my children. I demanded to speak with her manager because this was turning into complete chaos. Finally, she found a flight closer to where I lived (American Flight 5581/transfer to American Flight 1602/ last American Flight 2802) to that was only a 30 minute drive instead of the hour plus drive to get to RDU. On 07/29/16 we left on Greensboro, NC and arrived in DC. We were stuck on the plane for 30 minutes because we did not have a gate. When we entered, I located the gate and ran with my children to the gate only to find out it was not correct. They moved the gate twice and we had to run to each one, then the flight was delayed. Once in Dallas the flight was delayed again. Finally we boarded around 8pm and we sit on the plane for more than 2 and a half hours because they could not get a printer to work, then we needed more fuel. We all ended up sick and my child's birthday was ruined.

Desired Settlement: We are requesting some type of compensation for this Horrible experience. One reason we are requesting compensation from you; if we had booked the days you (American) scheduled our travel, our flight would have been less for the three of us, but we chose those dates because it was important to surprise my child and celebrate her birthday together. We arrived at almost 12:00 am and we were all sick from being on the plane just sitting. I look forward to hearing from you in a reasonable amount of time.

9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 20, 2015, I wrote a letter to American Airlines Customer Relations in Phoenix detailing the loss of 171,413 AAdvantage miles. I have been a member since May 5, 1996 and have 917,569 program miles, but evidently had not met new activity requirements of which I was unaware. I had flown AA during the 18-month period prior to the loss and could have bought a ticket rather than using miles had I known I was in danger of losing my accumulated balance. I immediately called to inquire and was told that I had been sent three emails warning me that miles were expiring. I am diligent with email and I never saw any referencing this matter, have used only one email account for AA, and have archived AA emails going back years. So I asked for the production of these emails and was told I would have to write the letter referenced at the beginning of this paragraph. On 2/01/16 I received an email reply from one ***** *., AAdvantage Customer Service, but no resolution. I was given contacts for the legal department and for Director of AAdvantage Customer Service, Ms. *** ********* So on 5/21/16 I wrote Ms. ******** again detailing my case, letting her know my next step would be a BBB complaint, but have received no reply from her or further contact from AA on this subject (though I continue to receive AA email regarding current travel).

Desired Settlement: As I have asked in all calls and correspondence so far, I want for my 171,413 AAdvantage miles to be restored to my account. And if AA will not do this, then I want proof of the good faith efforts that AA has told me it made to inform me of the impending expiry by the production of the three emails I was told were sent to me prior to the expiry.

9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made an online ticket purchase on American Airlines website about three hours (9pm) before the flight left (12am). I received a confirmation number and immediately left for the airport, LAX. When I arrived, I was notified that though I had a confirmation number, it was actually a reservation number, and that I had not purchased the ticket, even though I had to enter credit card information. Research later on proved this to be a lie, and this can only be done through a travel agency. I was told to wait at the side, so they can serve other passenger, while in the meantime, they would keep checking to see if the payment was processed. My payment was finally processed 5 minutes before the plane left. I informed the staff that I understood about payment processing, but what they could not answer was why would American Airlines allow a passenger to make a purchase online and give them a confirmation number, if it would not be guaranteed that the passenger would be on the plane, why did they make it possible to purchase the ticket? On top of this issue, I was given a standby ticket for 6am that morning (not guaranteed, even after realizing the mistake was theirs), and given the wrong gate number. I almost missed the flight, if it were not for my diligence (while sleeping there the whole night).

Desired Settlement: I would like to have a full refund of my ticket in addition to implementing policies that will advise customers that their flights may not be confirmed to prevent issues like this. I believe the window of two to four hours before a flight is due to leave, a customer should not be able to purchase the ticket online because of the processing issues and wait time, and they should be redirected to purchasing the tickets at the airline's ticket counter.

9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 15 August 2016, while my wife and I was seated on our airplane, American Airlines flight 2461, non-stop from Miami to San Antonio) and the pilot informed all the passengers that our flight was cancelled. The circumstances under which we were placed in this situation was very displeasing and they should provide both my wife and I each a $300.00 voucher for the inconveniences (missing an additional day from work, missed medical appointment, and paying an additional day of airport parking) we experienced. Noted below is the timeline of events. 15 August - 2015 hours: After everyone else was seated, the last 3 passengers (2-women & a child) arrived on board and were seated. - 2020 hours: Our flight was pushed away from the gate but within 5 minutes, the plane stopped. - 2040 hours: The pilot informed everyone that we have stopped on the side of the runway and he was awaiting a response from “the company” as to how to proceed. He did not inform us what the problem was. - 2050 hours: The plane returns to our departure gate and immediately 3 passengers (the same persons who arrived 5 minutes before we departed) got off the flight. Everyone else was told to remain seated. For 2 ½ hours everyone remained onboard the plane and we were told they (the flight crew) were awaiting instructions from “the company”. Also the pilot informed us that one of the female passengers had received a “flirtatious text message” from someone she did not know that made her uncomfortable (she was one of the same 3 passengers who arrived 5 minutes before our departure). - 2305 hours: The pilot advises us the flight is cancelled. The flight crew cannot exceed the maximum number of hours they are allowed to work. The pilot informed us we will be provided information regarding our new flight by airline personnel at the gate. After we were told this, everyone deplaned and proceeded to the gate for further instructions. - 2340 hours: At the gate were provided flight information for our new flight (AA 2461) to depart on 16 August at 0800 hours and we were provided 2-shuttle transportation vouchers, 1-hotel voucher, and 2-meal vouchers for the night. 16 August - 0035 hours: After waiting outside for our hotel shuttle, we depart for the hotel. - 0105 hours: We arrive and check-in at the hotel. - 0500 hours: We depart the hotel on shuttle, enroute to the airport. Upon arrival, we discover our flight time is 20 minutes later than we were told the night before. - 0820 hours: We departed Miami enroute to San Antonio.

Desired Settlement: American Airlines should provide both my wife and I each a $300.00 voucher for the inconveniences (missing an additional day from work, missed medical appointment, and paying an additional day of airport parking) we experienced.

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 16, my husband and I were to fly out of PHL airport. After making it through security, we were told at the gate that I was not allowed on the plane due to a "damaged" passport. We were asked to go to the front desk so someone could mark in the system that I was not on the flight (since they had scanned my boarding pass). The two women at the front desk didn't understand what was wrong with my passport and called the manager over (the person who said we weren't allowed to board) to ask what was wrong with the passport. The manager grabbed my passport and starting bending the edges and trying to pull the apart screaming "This is what's wrong and this is what's wrong!" She physically damaged my personal property. The women were shocked and after the manager walked away promised that we would get credit for our flights and gave us a number to call. Upon arriving home, I spent more than 20 hours on the phone (mostly on hold) over the span of two days just trying to verify my credit. The person on the phone said that we would only have to pay $200 per ticket to transfer the flight. I specifically asked "So the only thing I will be paying out of pocket is $400 for any international flight?" To which he replied "Yes". Fast forward a few months to me renewing my passport. At the passport office, three separate workers thought I filled out the wrong form, and couldn't believe that I wasn't able to fly with my passport (this is with the damage that the manager had caused). This made me feel like I was unjustly kept off of my flight. I then called to transfer the tickets and was told that the $200 was in addition to the difference in flight costs. This is not what I was told initially and do not feel that it is fair that we are being charged the transfer fee when it wasn't our fault that we weren't on the original flight.

Desired Settlement: We would like to exchange our tickets at no additional cost to us. We feel this is fair after being unjustly held from flying our initial flight, being told incorrect information, and having my personal property damaged by the American Airlines manager.

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had airline delays before, from American and from others, but never had anything happen like it did for AA flight 654 on Sunday 8/14 from Las Vegas to Philadelphia. We boarded our flight at 1:30 pm local time and sat on the airplane, packed in and with the seat belt sign on, until we had to return to the gate at 5:30 pm local time due to inadequate planning and then an engine mechanical condition. It is absolutely unacceptable to make passengers wait for 4 hours like that. Then there was no direction as to what we should do once we de-planed. We stood in a line for over an hour, although I don't know for exactly how long. AA customer service (phone number) indicated that our plane was in the air and they were unaware of any issues. The gate agents didn't know what was going on. Then the agents stressed everyone out saying that the crew would be going home soon and did not tell us what would happen in that case. Eventually and thankfully we did reboard with the same crew, but instead of arriving in Philadelphia at 9:00 pm we arrived at 3:30 am, for a total delay of approximately 6 1/2 hours.. I was not able to sleep at all and had to go straight to work from the airport because of the time, which ruined my day and I am sure the same could be said of many other passengers. This delay was abhorrent and unacceptable. AA has made no contact to express regret at how this was handled or attempt to make reparations.

Desired Settlement: AA should acknowledge their failure and would be wise to refund all passengers their complete fare or deposit as many frequent flyer miles as is necessary to book a flight of the same value.

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday, 13 August 2016, I entered into a legal contract to have American Airlines fly me from Liberia, Costa Rica to Dallas Fort Worth, to San Antonio. The crew was late arriving to DFW to fly to Liberia, Costa Rica subsequently causing me to miss my connecting flight. I was re-booked on the next available flight which was Sunday. I was told by the counter agent to please see the counter agent in DFW for vouchers for Taxi, Hotel and a meal. When arriving I waited over an hour in line and was told "sorry we are out of vouchers for meals, hotels, and taxi. I ended up paying for the items myself.

Desired Settlement: I want reimbursement for my hotel, taxi, and meal. Hotel was $129.00, taxi was $49.00 (24.50 both ways) and meal $10. Total $188.00.

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Worst flight experience and most unprofessional customer service out of over 20 airport experiences. The American Airlines staff at the Destin-Fort Walton Beach airport were deceptive and showed virtually no professionalism or courtesy to us on August 14th, 2016. The American Airlines Reservation line and Pensacola airport staff were disrespectful and rude. A full account of our experience has been typed, but is more characters than allowed in this space. I will supply the full account with times and names upon return of communication from American Airlines. Overall, an American Airlines staff member at Destin-Fort Walton Beach made numerous errors and mistakes after we volunteered our seats on an overbooked flight. The staff member lied about our ability to maintain our Preferred status on the DFW to SEA flight and an upgrade to First Class as a result of volunteering our previous seats. The staff member did not know how to print boarding passes and took nearly two hours from the time we volunteered to the time we left, causing us to nearly miss the new flight from Pensacola. This staff member and his supervisor lied to us about the time it took on the shuttle to Pensacola (30 minutes longer than told). We only made the flight because of a delay of the previous flight. They lied about our seats being reserved on the Pensacola flight. At Pensacola, we encountered even more difficulties with the Reservation line and the Pensacola American Airlines staff. By the time we were seated on the flight, we were both shaking with anxiety and stress. We had to run twice in two different airports, almost missed our flights home due to staff error and incompetence, and had to endure being treated like dirt by American Airlines staff when we not only had paid extra for Preferred treatment, but also, had done a favor for American by volunteering our seats. What a disgusting experience that will leave a negative view in our minds of American Airlines for a lifetime.

Desired Settlement: This was unacceptable treatment of two frequent flyers and members of AAdvantage and Alaska Airlines . We currently have three (3) First Class flights booked through Alaska and one (1) booked through American. We are extremely disappointed and are seeking a refund for this disaster of a flight experience. A complete lack of respect and common decency was demonstrated along with incompetence.

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a round trip ticket reference ******* from (SRQ) to (FLO) 8/2/2016 return (FLO) to (SRQ) 8/9/2016 with Citi Thank You Rewards. On the way to (SRQ) someone ran into back of my car enabling it. I called American Airlines immediatly to cancel the flight from (SRQ) to (FLO) 1hr. before departure. Nothing was ever said about the return flight. I was going to book another flight and return on the flight I already had from (FLO) to (SRQ) 8/9/2016 since that was a week away. American Airlines informed me that the returned flight had been canceled because it was a round trip ticket. All this is OK. even though my mother was having surgery and I did not get to go help her. My complaint is American Airlines made no attempt to help me and said there was nothing the Airline could do. They said I would have to go through Citi Thankyou Rewards which told me I could book another flight until 1/1/2017 for $200 added fee. This won't help me because I only have one more vacation this year and booked months ago on American Airlines 11/1/2016 ******** I have been flying only American Airlines 3 times a year to (FLO) and (MYR) American Airlines changes my flight on average 3 times each time I book months in advance. I never complain but make adjustments. I just think they could have made some adjustments and refunded at least some of my Citi Thank You Points so I could have used them in the future on their flight.

Desired Settlement: Refund some of my Citi Thank You Points. Thank You, ******* *******

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked tickets for me and my son on 8/3/2016 from aa.com for travelling on 8/6/2016, on the same day after a few hours, we have to change our schedule, and then called american airline to cancel the tickets, and then was told I can't get refund even the purchase was made in 24 hours window. Here is AA Record Locator: ****** According to 24 hours policy that major airlines provided which I have made purchase before from united airline and delta airline, the tickets are refundable if it is within 24 hours window when the cancellation is requested. Below are cancellation from major airlines. https://www.united.com/web/en-US/apps/mileageplus/promotions/registrationDetails.aspx?promoCode=A5753 http://www.delta.com/content/www/en_US/traveling-with-us/ticket-changes-refunds/risk-free-cancellation.html

9/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We were scheduled to take a flight July 25 from Chicago IL to Miami and from Miami to Barbados. They delayed the flight and then said that they cancelled it for two reasons. The first being because there was no flight crew and the second for weather. I understand that there are no refunds or compensation for flights cancelled due to weather which is why I think they chose the later. At that time, they did not try to make good of their obligation to get us to our destination. They are now claiming the cancellation is due to weather that we never made it. They claimed there was no flight leaving for Barbados until July 28, which is the day before we were scheduled to return. But one of the items we checked and they couldn't locate managed to find its way to the destination and was there until we were scheduled to come back. I asked for compensation in the amount of time missed from work and the travel to the departure destination which was declined. NO offers for compensation were made and the money for the vacation has since been lost. Although I'm reluctant to travel w/ AA or its subsidiaries, even two flights at this point would have been acceptable but they have made to effort to make good of this horrible situation. They have not been able to provide the location of or the type of weather that cancelled our vacation plans. I also was not able to find any adverse weather along our flight plans. The customer relations rep that did make contact with me wouldn't even listen to my complaint. I feel that this is very unacceptable and I'm not going to stop until they make good of this horrible experience as it cos us close to $4000.00.

Desired Settlement: At the most I think they should issue compensation to reimburse for missed time, wages, and resort fees that we have lost. At the least they should compensate by providing flights for the next vacation (with hopefully a reliable airline) but at the absolute least their unreliable airline.

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to American Airlines delayed flight, I missed my connecting flight. There were no other flight that same day and I had to stay overnight. American Airlines failed to cover overnight accommodations even though it was their fault. The customer service was terrible.

Desired Settlement: I would like to be reimbursed for overnight hotel accommodations

9/6/2016 Problems with Product/Service
9/2/2016 Delivery Issues | Read Complaint Details
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Complaint: I flew from Edmonton, Alberta, Canada to Miami, Florida, United States of American ("USA") with connections. American Airlines ("AA") lost my bag in Dallas (DFW Airport). They could not locate my bag during my time in Miami and Orlando. I received my bag after the conclusion of my trip. Firstly, AA has refused to refund the checked baggage fee, even though it never provided the service I paid for. Secondly, AA has refused to refund costs that any and all reasonable persons would consider appropriate and reasonable costs (e.g., clothing) that I incurred due to AA"s self-caused delay and misplacement of my checked baggage. I have contacted, via email and telephone, AA over tens times regarding this specific incident. AA is not reasonably attempting to resolve the issue or providing customer service in good faith.

Desired Settlement: Refund of the amount paid for services that were not delivered and were unsatisfactory. Refund of costs of the purchases of goods (e.g., clothes) that I was required to purchase due to American Airline's failure to return my checked bag to me in a respectful, timely, and reasonable manner.

9/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I traveled on American from Vancouver, Canada to Cleveland, Ohio on July 30, 2016, going to Dallas-Ft. Worth with a connecting flight to Cleveland. Flight AA1582 from Dallas to Cleveland was cancelled due to mechanical problems on 7/30/16. It was the last flight of the day to Cleveland. The first flight to Cleveland the next day with two available seats was Sunday afternoon. We took a Columbus, Ohio flight on Sat. night, rented a car and drove home. The American agent in DFW airport who issued us boarding passes for Columbus said the rental car would be reimbursable. I have since filed a complaint with American to get the rental car reimbursed. American refused reimbursement, and offered two $100 vouchers instead. I filed another complaint and American reiterated that they would not reimburse us. The offer of travel vouchers is unacceptable for the following reasons: 1) Being told the rental car was reimbursable was a factor in my decision to fly to Columbus.. 2) The flight cancellation was due to mechanical problems and was, therefore, American’s fault. Flight 1582 was cancelled twice that week, and on 7/30 another American flight from Dallas to Seattle had to return to DFW after an engine caught fire. Mechanical issues seem to be a problem with American. 3) American was obliged to get us to Cleveland safely, in as timely and efficiently a manner as possible. In going to Columbus we helped American by leaving them with two less people to deal with on 7/31. Upon returning the rental car I even went to CLE airport baggage claim and retrieved our luggage (it had arrived on American’s first flight on 7/31), saving American the cost of shipping it to us. I can forward you American's email responses if you wish.

Desired Settlement: I want to be reimbursed for the one-way rental car. The cost was $180.56. I will be happy to forward copies of receipts for the car and fill-up.

9/2/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We flew on a flight with AA on July 15 - July 16, 2016. We flew from Las Vegas to Phoenix, then caught a connecting flight from Phoenix to Boston. Upon receiving my luggage in Boston, my son's hockey stick was broken. The airlines clearly were aware of it because the 2 pieces were taped together with packaging tape. We went immediately to customer service and were told it was not covered. This woman told us they are not responsible for any sporting equipment. The complaint number for this is *************. There was apparently no manager on duty at 9:00am on a Saturday. We called AA in Boston after arriving home in an attempt to resolve this issue over the phone with a manager named ******* He claimed because it was not in a protective case, it was not their responsibility. Upon checking into the flight, we were told the stick had to be checked, could not be carried on. Nobody stated it had to be in a protective case. We have since called a corporate "1-800" number multiple times provided by this ******* and the number simply rings. If an airline is demanding we check our personal belongings, I feel they should be responsible for the handling of them appropriately and with care.

Desired Settlement: This was a $250 hockey stick. I would appreciate some monetary compensation for AA's mishandling of my personal belongings.

9/2/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I recently flew with American Airlines. I am extremely frustrated with the process of speaking to customer relations. On the flight I was seated next to a teenager holding a child that was obviously over the age of 2 years old. The child was to big to sit in the teenagers lap which caused me to have to share part of my seat with the both of them. The entire flight I was kicked, bumped, etc., because of the negligence on the crews behalf. The child was extremely busy playing in my space as well as the occupied space where they were seated. My right leg was extremely sore for a few days because of the kicking of the child. I was told by customer relations you can not control the behavior of other customers. If behavior was the only issue that would be a valid response. However I paid over $300 for my seat & I was not aware I had to share it with ANYONE!!! I am completely insulted that I was offered miles instead of a flight credit or refund of some sort. I do not fly American often, which means I will need to accumulate more miles to even use the "Goodwill" miles. To add insult the responding agent said generous gesture. I work extremely hard for my money & I can not believe the responding agent had the audacity to insinuate the offer was generous, for the pain & aggravation I was put through my entire 2+ hour flight because the staff decided to allow this oversized child to sit in someones lap. I'm not looking for a hug of generosity, I would like proper compensation for not being able to sit in my seat by myself. Customer Relations has been completely insensitive to my situation. I feel they are taking my time and hard earned money as a joke. At this point I would like a complete refund. I have asked twice to speak with someone and I was given another customer relations rep via email. This has me completely stressed out. Thank You in advance! ******* ****** Record Locator UMFTRQ Flight# 1237 on 7/31 Dallas-Fort Worth to Fort Lauderdale

Desired Settlement: Complete Refund

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have requested to speak with someone several times concerning a complaint about fees I was charged when my flight was canceled and my baggage was damaged on American Airlines. My trip was to Mexico arriving Wednesday June 29th and departing Sat July 2nd. Departing flight info: Record Locator is ******* flight number 1132 going from Cancun to Miami for an original 6 am departure. Less than 12 hours to boarding my departing flight was canceled. When I received notification that my flight was re-booked, I went to the mobile app to pick seats for my friend and I. The ONLY seats available for us to choose from were "preferred" seats I had to pay for. I can't believe the audacity American has to cancel my flight and put me on a later flight and charge me! What choice did I have? I am formally requesting the $25 refund that went on my Citi AAdvantage card that it was charged on. Another complaint I have is that when I got my bag off the belt returning in Tampa, my bag was open, shot glass souvenirs wrapped in paper were broken and lotion was all over my bag! I am also formally refunding my check bag fee for this trip as well. I have spoken to customer service reps and sent emails many times with a promise of a refund and no course of action.

Desired Settlement: I want my credit card that was charged refunded for the seats I did not want to choose and the damaged baggage.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: As it seems that this form does not permit the entirety of the complaint as written, I will outline the issues in summary. On 8/3/2016, I flew with two colleagues for international media from DCA to Houston, TX with a layover. At DCA, the American representative that checked our bags was extremely rude and claimed she didn't have time to properly charge our bags. Instead of the correct rate for our large equipment with media, we were charged $260. We didn't have time to argue and went to our gate. A half our prior to the flight, we were told the flight arrived at a different terminal and we would need to take a shuttle from C to B. We boarded the shuttle and were told TSA would not permit us to take the shuttle, though one shuttle had done so prior. We were first told we could either wait or leave the terminal, go through security a second time, and walk. We were told some time after that walking was our only option, roughly a half hour before the flight. We went through a very long security line with our equipment, security refused to hear our claim that we had been through security and our flight was leaving through no error of ours. When we got to the flight, we were rushed and told to "hurry," as if we had done this. Our bags were misplaced in Miami when we arrived in Houston, causing us to be unable to work. We were told they were arrive at the hotel in the morning. They came at 8pm. Coming back on 8/7/2016 Houston to DCA with a layover in Dallas, we were given incorrect information by the American ticketing agent and walked between two terminals. At Dallas, a drunk passenger claimed he needed a doctor; we sat for an hour and a half, causing us to be an hour and a half late. At DCA, our bags were misplaced again. Four were delivered the next day. Two were not delivered until we went to the airport and asked ourselves after calling all week. This is unacceptable. I expect a comped flight and refund, or I will not permit my company from using American after.

Desired Settlement: I expected a comped flight and refund. We have traveled to countless places and not encountered this issues.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My Flight on August 2nd at 12:20 Boarded passengers on a plane with no air conditioning and kept on runway for 5 hours. Once they released the passengers to the airport the refused to give me my stroller that was in the plane. At this point the flight was still delayed with hope of take off so I patiently waited with my 18 month son. I could not keep him contained with out my stroller. I asked several time for my stroller and they said we are waiting to board the plane. In the meantime my son was running loose in the airport. He could have been kidnapped or raped. In fact a stranger picked him up and brought him back to me stating that they found him with a stranger and knew that he was mine since they saw me chasing him since 10:30 am. This is scary for a mother to have lost sight of her child due to the fact she doesn't have any baby supplies including stroller, diapers, carseat. The security working the terminal my plane was at had yelled at me several times saying that my child isn't allowed to run around in the airport. I stated that I need my stroller to put him in so he doesn't run. Not until the flight was canceled at midnight did they give me back my stroller. My child then had a place to sleep, and be safe. I told the representative that I needed my car seat as well so we could leave the airport and they refused. I was not sleeping in a air port with my young child overnight without even knowing when I was able to rebook my flight. The receptionist at the American Airlines desk said in order to receive a new flight I have to stand in the re-booking line or i had to pay for a new flight. After 2 hours on standing in the line with my child I found out I could call the 800 number. I was very upset that this had wasted more time. I then had to stand in line in the baggage claim to get my carseat for another 2 hours and they didn't have it. not until 4am did I leave for a hotel without my carseat. I had to call over 20 times to rebook a open flight.

Desired Settlement: Refund for the Hotel. $200, Refund for flight, Refund for cab fair. Refund for food spent at airport. Pay for 6 counseling sessions for me and my son after being traumatized from someone trying to steal him since I didn't have my stroller.

9/1/2016 Problems with Product/Service
9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We traveled to my family reunion on July 21-July25, 2016. On our return flight on July 25th. AA# Flight ***** The plane was supposed to depart BWI at 7:00 p.m. unfortunately the plane was delayed and we did not leave the returning flight until 9:10 p.m. I am assuming this caused for the plane to be turned around quickly. As we waited for the passengers to exit we noticed a huge white chow service dog. As we entered the plane and hurried to our seat our seats happen to be where the huge service dog had sat. Seat 23D, 23E, 23F. It was totally disgusting and we couldn’t believe the mess that was left. The row smelled terribly of a dog, and there were huge white clumps of hair in the seats and all over the headrests, on the trays, all over the floor. We notified the flight attendants in which they were apologetic and very surprised to see the terrible mess that was not cleaned. We couldn’t be moved because the flight was full and our other child was sitting in 23C. The flight attendant **** was outstanding he tried to do the best he could by giving us a blanket, but it would take too long for someone to come and clean the seats thoroughly. We feel as much as we have traveled and are advantage members that this was totally unacceptable for American Airlines and I would never think they would expect their passengers to have to go thru this. I couldn’t drink my beverage or eat anything because of the disgust as we sat for 3 hours on a plane sitting on a blanket which still had dog hair everywhere. I have pictures to show the disgust. (we all were very sick to our stomach) I’m not sure if American Airlines verifies the credentials of the service dogs, but the dog was huge and looked to be all over the entire row which I have never seen anything like this. Our record locators were ****** for **** and **** *****, MNACGU for ******** ******* ******** and VFXGHD for ****** ********

Desired Settlement: AA# offered a total of $100.00 however I don't feel that was fair at all due to how much we spent. At least $300.00 for $400.00 would have been fair. ** **************** They referenced that the aircrafts are cleaned however we know for a fact that this one was NOT cleaned between flights due to the time constraints. I feel that we should be compensated for our flights. I don’t feel that it was fair to us to have to suffer because of American Airlines lack of cleanliness for their passengers. Also this was very unprofessional for such a large fleet. There are no words to totally express my dissatisfaction except that it was absolutely terrible especially having to wait the extra two-hour delay and then travel home like this. I truly feel that the amt that was offered was an insult. I would be more than happy to submit pictures. We travel alot like many passengers and I don't feel that at least offering half of the return would be too much to ask for.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: During a flight with American Airlines ("AA")I carried luggage suitable for overhead, but was not allowed because the overheads were full. Apparently, some passengers were allowed to carry-on more then one bag. My bag was taken from me and given to baggage handling. However, my bag was lost and I did not get it until late the following day. After inspecting the bag, I noticed that it was damaged. I took the bag to RDU airport baggage and showed then the damaged. They agreed and told me to file a luggage damage report. A report was filed on July 29, 2016. On August 10, 2016 I was told because my bag was valued for over $150 and did not have a receipt, AA would provide no reimbursement for the damage. Moreover, I was told that if it was valued at $150 or less, I would be eligible for reimbursement. I did not want to give my bag to baggage handling in the first place and was forced to by AA. Therefore , AA is responsible for the damage.

Desired Settlement: Reimbursement of $350.00 for damaged property by American Airlines.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On June 30, 2016, my wife and I flew from Philadelphia to Zurich on flight 92 and on flight 93 from Zurich to Philadelphia on July 12, 2016. Both tickets were booked on September 13, 2015 using miles and $66 in taxes. My daughter ****** was born on December 10, 2015. Thinking she would be a lap child, we brought her on this trip. Imagine our shock two hours before our flight when we learned our 7 month old daughter would require her own ticket costing approximately 10% of the full-fare or $714.40. With no alternative aside from cancelling the trip (and forfeiting our airline miles), we paid. Even more shocking was that her return ticket cost an additional 688.50 CHF (or $703.83 after currency exchange.) On July 18, 2016, I contacted customer service and requested a refund of $1352.23. That amount was calculated by adding the outbound ticket cost ($714.40) and the inbound ticket ($703.83) minus taxes and fees paid on our own award tickets ($66). Our request was denied on August 5, 2016. This seems excessive for a number of reasons: A. AA’s policy is non-existent. The only mention is here https://www.aa.com/i18n/travel-info/special-assistance/traveling-children.jsp and says, “International taxes and percentage of adult fare may apply.” Since our ticket was bought with miles, any “percentage of adult fare” of an adult fare of $0 is still $0. B. In American Airlines denial of the refund, they state that the 10% policy is a “worldwide practice.” As noted above, this worldwide practice is not identified on American Airlines’ website. Nor is it fair to charge customers based on a commonly accepted practice that is not disclosed to customers. C. In American Airlines denial of the refund, they state that “all applied charges for your daughter’s ticket were associated with the international taxes.” First, we were only charged $66 in taxes. Second, while taxes might be higher when booking the day of travel, I have confirmed that taxes do not exceed $100 in that situation.

Desired Settlement: Given the above, I am requesting a refund of $1352.23. That refund amount was calculated by adding the cost of the outbound ticket ($714.40) and the inbound ticket ($703.83) minus the taxes and fees that were paid on our own award tickets ($66).

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My wife and I were shocked at being told by an American Airlines customer representative about the airline's policy not to notify a customer when AA cancels their flights under certain circumstances. That happened to us. When we were about to fly home on Aug 7 on AA 2611 we called customer service to inquire about why we had not received the notification to check in 24 hours ahead of time. That is when we were told that the airline had canceled our flights home without any communication with us whatsoever. We had to scramble at the last minute to re-book flights home. The explanation given for the cancelation was because we had missed other flights on this trip that AA had booked for us after canceling our AA 2610 flight on July 27. For the life of me, given all of the other communications AA does with customers, and given that I joined AAdvantage decades ago when the program was first created, I can not understand the thinking behind a policy to specifically not communicate when canceling a flight under these circumstances. My wife and I are at the point in our lives where we have the time and resources to fly frequently. Without an apology, and some offer of restitution from AA, I wonder how we can seriously consider American Airlines.

Desired Settlement: We would like an apology from American Airlines as well as some form of restitution, such as a refund.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Our family flew ****** from LGA to DFW on 08/07/2016. One of our checked-in luggage, fairly new condition, was poorly handled and was severely damaged beyond repair (photos available for your reference). This piece of luggage was checked-in under my son Jeremiah's name with the tag number *********** Upon check-in, our family witnessed how our luggage was handled. The man handled our luggage tossed our bags onto the belt with unnecessary big force. Another luggage-handling associate standing right next to this man who handled our luggage told this man to handle luggage with care. This man didn't listen and continued to handles our luggage the same way. Our family was on the spot and saw what happened. When arriving at DFW and having picked up our luggage, no surprise at all, one piece was badly damaged.

Desired Settlement: $300 for replacing damaged luggage.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: AA and Expedia took my money over a month ago for flights from Boston to Munich. Suddenly , there are no seats available, unless I PAY EXTA! They refuse to confirm seats and no one will take responsibility for the issue. They say if I am cancelling, I will not get my money back, just AA credit. I am not cancelling, AA has no seats after I paid a month ago. NO, I am not going to drive 2 hours to an airport to take a chance I may get seats. They made the mistake they can either find me seats or refund me in full.

Desired Settlement: I want my seats or a refund!

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: ********** AA reference # I previously filed a complaint with AA on their website on Tuesday Aug 2nd, 2016 . I purchased 3 oneway tickets due to an emergency with one of our employees, flight 1485 from SMF TO PHX connecting to flight 1932 from PHX to IND. Due to a delay with flight 1485 the 3 passagers missed there connecting flight 1932. 1485 tickets were coach while tickets on the mussed flight 1932 were all first class. One of the passengers were 48 hours post surgery. Due to the extreme delay with American Airlines and the horrible customer service they had recieved they were stuck in PHX and AA were not able to offer a flight until over 12 hours later. I then had to purchase an additional 3 tickets with frontier airlines to get them home. I finally recieved an email back from the complaint customer relation department declining a refund that I requested after spending over $1800 in this one transaction and giving 3 evouchers for $200 each. This does not begin to cover the expenses for first clads flights for 3 people that I have paid for tickets. I am requesting a refund and if vouchers had to be issued need to be issued to the purchaser.

Desired Settlement: I utilized air transportation for my company often and would like to use your services in the future for my business and personal affairs. I'm hoping the issue can be resolved quickly.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was locked out of my flight in Boston when the service agent at the counter had trouble checking me in. She spent the next 15 minutes speaking about me as if I was not in front of her and asking the agent next to her if she "had" to put me on another flight. I was placed on stand-by for the next flight to Charlotte and for the next flight on my connection. I was told I was first in line for the 2nd connecting flight. When I arrived at Charlotte, another agent told me my ticket was not correct and issued a new one. The agent again reassured me there were seats on the plane. I waited for 4 hours (flight was delayed) and then the agent let a pilot that was dressed in civilian clothes on ahead of me. She closed the flight and would not tell me what I could do to get on another flight. When asked by another passenger that was left off the flight, she gestured to the customer service area. At the customer service area I informed the agent that I needed to reach my destination by 08:30. He put me on a 16:30 flight the next day, stating that was all he could do. However, the other customer left off the flight, who was helped after me was placed on a 09:30 flight. The agent told me that if I had a problem with my flight, I could rent a car and drive to my destination. He refused to look into other flights, even to other airports and refused to check on the location of my checked bag. By the time I reached the rental car agency, all the one-way rentals were gone and I was forced to take a cab to my destination. When I arrived and picked up my luggage I spoke to a new agent to make sure my return flight was not cancelled. I was then informed I was not placed on the 16:30 flight and would have been stuck in Charlotte for over a day. A professor traveling to the same meeting underwent a similar situation a few days later. In that case the airline chartered a bus for the gentleman. I have attempted to contact the company directly.

Desired Settlement: For attempting to strand me in Charlotte before an important meeting I should be reimbursed the cost of the connecting flight I was never placed on, the cost of the taxi to my destination, and be given a new open-ended ticket to restore my confidence in American Airlines.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My flight from Cincinnati was canceled and flights were available until the following day. Many people were displaced. The gate agents were booking hotel rooms for those of us that would have to stay overnight. In speaking with the agent, she told me that there were very few rooms left. I asked if I could try to book a room for myself using my smart phone. She encouraged me to do that and assured me that if I was able to get a room, American would refund the cost. She explained the process of contacting the airline to get the refund. I was able to book a room. American has refused to refund my hotel. I explained to the customer service person the situation, and what I was promised. American paid for many hotel rooms of people displaced in Cincinnati, but they are refusing to pay for mine. I do not understand how American can justify unequal treatment and how they can guarantee me a refund in person, then go back on their promise later. There is no dispute that the flight was canceled and I that I had no alternative but to stay in Cincinnati.

Desired Settlement: $134.07 refund - not a credit, but a refund.

9/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Record Locator: ****** On July 12, 2016, I called in to change my award travel date from 07/13 to 07/31. Today, when I went in to confirm and see when my departure/arrival times were, I did not see the trip under "My Trips" then went on to see that the flight was cancelled. When speaking with the representative after having dialed ************ and having a hold time of over 30 minutes, she put me on hold to look into it and found that it was an error on the AA part and proceeded to reissue the ticket. After my initial call on July 12th and today, I requested I be compensated with a couple of thousand miles for my inconvenience. Then I was transferred to a Supervisor, Eli Smith, who began raising her voice to tell me that I will not be compensated anything because today was the first time I am calling to change my reservation to the 31st. After indicating I have called in before, she began to say WHEN WHEN DID YOU CALL, and began asking for proof, saying today was the first time I am calling. She then said "If you do not want to fly out on the 31st, we can reissue your miles for $150". Absolutely rude, and absolutely irresponsible are words I have to describe this incident. If I went to the airport on Sunday, I would not have had a reservation due to an error on the AA side. Tickets were reissued free of charge due to there being an error, which Eli Smith refused to believe was on the AA side, and went on to say that tickets were reissued because they were award tickets, even though it was cancelled due to a no show. The tickets were reissued because there was an error on the AA side that was looked into and confirmed that I did indeed call in to change the reservation prior to my scheduled flight on July 13th, and while the reservation was changed, it was not reflected in your system to correctly change, causing me to call regarding this issued, and having to spend time with a rude supervisor who should not be allowed to speak with your customers.

Desired Settlement: 10K miles

8/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am writing in regards to the deplorable service that myself and hundreds of other unsatisfied customers experienced in Philadelphia on July 28. We were on an international flight from Rome that was re-routed due to weather. This caused an extra 3 hours on the plane, and no snacks or meals were offered for this delay. For an unexpected 13 hour flight, it was disappointing to only have one full meal mixed with a few snacks. My child was never offered a meal. Upon arriving in Philadelphia, we missed our flight. After waiting in a line for 2 hours the staff was rude and unhelpful. The worker told me there was not a flight to Atlanta available for days, no hotel was offered, and no help was offered. The only thing the worker offered was 2 connections which would not get us to Atlanta until midnight the following night. However, there was a delta flight still in the airport waiting to depart. We knew we did not have enough time to get to that end of the airport, our phones were dead, and we did not want to lose our spot in line. The worker refused to help us try to get on that flight and we therefore missed it. We had to book a flight to Birmingham (which was never offered, we had to find it on our own), and pay $200 to rent a car to drive to Atlanta. At this point it was midnight, we had gone 18 hours with no milk for our child, we begged a worker to help us because everywhere was closed and we did not know where to get food. No one would help us figure out transportation as it was past midnight and we did not know where we could go. We could not even get in the airport because they would not allow us to check our bags. As an airline, I would expect to be compensated a hotel, or to rent a car, but instead I had RUDE workers. I don't understand why I had to pay several extra hundreds of dollars and suffer a night on the cold floor outside of the airport for a mistake that we did not make. Please let me know what you will do to make up for this awful experience

Desired Settlement: Nothing could ever take back the devastation of watching your child sleep on the cold concrete floor and never even being offered a blanket. I don't know that anything can truly resolve my feelings, but I feel that we deserve to be compensated for the extra expenses related to renting a car and the time lost from work. I would also like some way to make up for all of our suffering from this awful experience.

8/29/2016 Advertising/Sales Issues
8/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I originally booked a flight for American Airlines through Hotwire, I arrived to the airport at 2:10 pm and checked in for my flight at about 2:45pm and my flight was scheduled for 2:58pm. The Associate *** I spoke with stated that I was 8 minutes late and that on my ticket a seat number was not assigned so therefore I was not allowed on my 2:58 pm flight and that I would have to wait until 6:00 pm which was 3 hours away from my original flight. *** However did try to seat me on plane but the manager *** refused to allow me on flight. Bob also stated that my flight information should have been posted on my ticket and also everywhere in which I didn’t understand what he meant by everywhere but the information was not on my ticket or in the email in which i received after i booked flight. I was unaware on what time I had to be checked in by considering that this was my first time flying! Bob then walked away and never came back to assist me with my issue instead *** scheduled me for a 6pm flight and I sat at airport for 3 hours! I also contacted Hotwire about this matter at 3pm and the manager stated he was sorry for inconvenience and would try to get me compensation for this matter. No resolution was provided.

Desired Settlement: I believe i should receive a partial refund at least for my inconvenience. There wasn't anything posted on my ticket or email stating i had to arrive 2 hours prior and I was able to get on my original flight but because Bob didn't want to do his job I was forced to wait 3 hours.

8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Flight: ***** San Francisco to Philladelphia, Philadelphia to Allentown August 5, 2016 I missed my flight because I did not hear "Group 2" called - as was the case for a few other individuals. I sat in the seating for terminal 45A, which is shared seating for 45B, waiting for a few hours prior to takeoff. Below is what I believe to be the two root causes for this horrible experience along with solutions for American Airline's consideration. I would add that everyone who missed this flight like me was sitting in 45A's seating. Root Cause 1: The representative at the counter was very hard to understand. Her voice was muffled over the speaker and sounded like mumbling. With the noise of the airport, it was very hard to understand. Root Cause 2: The seating is the same for 45A and 45B. It was not clear which plane was boarding. The traditional signal of everyone standing up when boarding occurs did not happen. Solution: Play a recording for standard announcements such as "Now Boarding Group 1" or display what group is boarding on 45 A's terminal screen. This would minimize the variation in clarity of announcements between your counter represenatives. As of now, I do not have a flight to my final destination Allentown at a reasonable time and will have to have someone drive to Philadelphia to drive me to Allentown to get my car from that airport. This has been the worst flying experience of my life and in addition to never flying American Airlines ever again, I will likely recount this story to anyone choosing a preferred airline for themselves or their organizations.

Desired Settlement: I would like an apology and acknowledgement that American Airline's mumbling announcements caused this issue.

8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Already contacted airlines: [AA Ref#************] I have never had such a horrible experience with an airline before. I had to change three airports in less than 10 hours. My baby had to sleep in car-seat. Me, my wife didn't eat and sleep through the night. American Airlines didn't bother to offer us accommodation. Stating in detail turn of events. Please read it. 26th July, around 7:30 p.m. got a call that AA flight at 10:00 p.m. to BUF from WAS will be delayed. Around 8:20 p.m. got a call stating it has been cancelled. Me, my wife (ticket no.- 0012376133200) and our infant join the long queue in front of AA counter for resolution. Meanwhile, also trying to reach customer service on phone. Around 9:10, to hold of a rep. She booked us on a 10:10 pm United Airlines flight. We ran to the united airlines queue and at the counter were told that flight is from Dulles airport (IAD) and has been delayed, so rush for a taxi. You might make it. Got a taxi, paid $77, rushed to united counter. Reached in time, but at the counter they tell that united airlines rep at the gate has closed new reservations. After trying for next 15 minutes, they give up stating now you can't make it to the flight anyways and we don't have any option for you till next evening. Contact AA back. Contacted AA customer care and they told everything is booked till next evening and suggested to get in touch with agents at airport for accommodation requests. No one at the counter and baggage services personnel told me, she can't help me. Meanwhile, see a southwest flight from Baltimore (BWI) to BUF early next morning. Again called customer care and asked them to schedule me on it. They said they can't. Me and my family were on a vacation and we had hotel, car, Niagara falls booking and onward journey already booked. So, I now decided to go to BWI. Bought southwest tickets, got a rental car (was cheaper than a taxi) to go to BWI at 2:00 a.m. Drove to BWI and reached at 3:30 a.m. to take BUF flight.

Desired Settlement: Request you to compensate me financially for my out of pocket expenses. All receipts available Taxi from WAS to IAD - $76 Rental car from IAD to BWI - $49 Southwest Airlines BWI to BUF - $571 Total - $696

8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: NEW COMPLAINT FOR TRAVEL AUG 3 (******* PREVIOUS ISSUE ******** I Filed a number of complaints against this company in response to my ****** travel date July 11 . American airlines had me on the run way for over an hour and I missed my connecting flight also my bags we never received and I had an issue with your supervisor . Only three calls I received from someone who left a message and nothing more no call back number nothing. Now a MONTH Later and we have reservation number ****** For a ******* ***** my boyfriend I also booked the reservation for him due to this being a NON STOP FLIGHT. Well this trip was on Wednesday Aug 3 and its now Aug 8 and guess what I had to spend over $100.00 dollars on clothes and personal items because once again this company didn't deliver his bags to the destination. Keep in mind this was NON STOP LGA-MIA. We have no information today about where his bag is or if it was delivered to MIA. He was told on Wednesday that his bag would be delivered on the next flight. When online it stated that his bag was scanned and boarded plane at 6:24am 8/3/2017. This company is playing games here and I have had it . My boyfriend is an artist and he has missed three shows because he has no clothes. The only email I received from your team was that american airlines has no responsibility for loss time or damages. This is unacceptable and I have sinced filed with US Department of transportation, Another better business complaint and with the FCC. Also if his bag is no delivered by today I will call your attorney general office on Monday. At this point I have had it! We have had it!. I also have not received my refund for the $25.00 bag fee for my issues with travel July 11 ******.

Desired Settlement: This ticket was paid for by me American airlines voucher. I want the money back for clothes bought for my Boyfriend on this trip.

8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a flight with AA. Due to a crew issue, my flight was delayed. When this delay resolved, there was a further weather delay. As a result of the delay, I had to overnight. AA's policy is to offer hotel vouchers for crew issues but not for weather issues. The employee I spoke with was rude to me, did not clarify anything, and then I spent 2 hours at the airport trying to reach an employee again. After being unable to resolve this issue, I complained to AA. They responded without helping me. I escalated. They responded without helping me. I contacted the VP of customer relations. They responded without helping me. I contacted the US Department of Transportation. AA responded without helping me. In all of their responses they've been polite and apologetic, but don't offer to do anything to resolve the issue. I have been polite throughout. I have honestly never had an experience with a business this bad before. This is kafkaesque. This is insane. I have absolutely no idea how it has come to this. I am starting to think that I'm a crazy person or something. How is it that I've tried this many times to get basic assistance and they still keep telling me "Boy we're really sorry, it's really sad you were treated badly, sounds like you had a bad time, we really want you as a customer, also we don't plan on doing anything to help you at all well bye!". AA has my complaint in their system -- ****** record locator, July 16th flight

Desired Settlement: I would like some compensation for the hotel I had to book for the overnight. Ideally compensation for the hotel I had to book (it's ok I don't even need compensation for the hours of customer service hell I've had to go through!) But I guess if it's too hard for a $40 billion a year company to help me with that, then, I dunno, like partial compensation?

8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a trip to Las Vegas from 10/2/15 to 10/5/15. The trip was cancelled due to my jury duty service from 10/1/15 – 10/5/15. I called AA numerous times and tried to get my refund back. I was been told by their rude rep the refund exceptions do not apply to jury duty. According to Wikipedia, “when a person is called for jury duty in the United States, that service is mandatory...ignoring a jury summons will result in strict penalties…” Please be advised that I as a patriotic USA citizen, I attended the jury duty, but American Airline as an American company refuses to honor my loyal and patriotic act. **** ***** ******** * ************** ****** ***** ***** ******** * **************

Desired Settlement: refund $829.40

8/26/2016 Problems with Product/Service
8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have contacted AA Customer Service multiple times regarding this issue and they have yet to resolve the problem. In March, I booked a flight from Columbia to Atlanta. I wasn't able to travel on my original date so I called and had the ticket changed to a later date so I didn't lose the miles that were used to book the ticket. The originating flight out of Columbia was then cancelled, so I wasn't able to travel on the 2nd attempt. I rebooked the flight to a later date. When I spoke with Customer Service while changing the flight, she said it would be easier (I assume for her) for me to put the ticket on hold instead of rebooking when I wasn't sure of the dates I wanted to travel. I was told just to call in using my record locator when I was ready to travel. I called 2 weeks ago in an attempt to book a flight. I was told my ticket had been cancelled, but that I could still book travel. After being on the phone for an hour and 15 minutes (I sent customer service an email while on hold) I was told that I couldn't book using the miles (80,000) because I didn't have the original credit card that the flight was booked with. The lady contacted her help desk and she said that the miles would just be put into my AAdvantage account. I said this was fine and waited for it to be completed. She then came back and said that there wouldn't be a fee to deposit the miles because they were Executive Platinum miles, but that they wouldn't be able to be put in my account and did I want to go ahead and just book a flight. After an hour and a half on the phone, nothing was resolved. I received an email from Customer Service and was told to call in and someone would help me. I responded and told them that I had done that. I then got a voicemail from ******** requesting I call and anyone can help me book the flight. I called in AGAIN to have the same problem. I replied to the email yet again explaining the situation and was told to contact customer service; I've tried multiple times.

Desired Settlement: I have 80,000 miles that were used to book the flight. I would like them deposited into my AAdvantage account so I can book the flight myself online since calling Customer Service has been nothing but a waste of time. It shouldn't take 2+ hours and multiple emails to use miles to book a flight. My record locator is ******* My Advantage username is ashuhhlee.

8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On July 21st my daughters and I were 1st class for a flight from PBI to PHL. We had a emergency evacuation on the runway right before take off. We were out on tarmac for over in 100 degree heat before finally being bused into a holding area. I had nothing with me due to evacuation. We were in holding area for over an hour before being moved to a line with one computer terminal to try to get us on other flights. We were told they could not issue vouchers for food to pay and get reimbursed. I did not get my purse back for almost 4 hours so we finally ate and were rebooked on a united flight in the last row. We did not get home til 2am. We were told to just call American the next day tell them we were on flight 1822 and we would be assisted with all our needs and concerns. I actually helped fellow passengers as there were elderly and terrified people. My daughters and I were so scared. We appreciate the evacuation however AA follow up has been horrible. My bags didnt' get to us for over 48 hours both my daughter Madison and I had prescription medicine in our bags and had issues related to not having our medication. I called AA the next day to speak with a CS rep in order to explain our issues only to be told I could only send an email. Which I did Friday 7/22 Ref# ************ I received to response so a week later I tried contacting **** ****** again I could not leave a message only email so I emailed him Wed 7/27 and again a week later I have had to response from AA. I cannot believe you cannot contact someone from this company considering what we went thru. This is unacceptable to be so devalued especially when we were told that all we had to do was call and tell them we were on this flight.

Desired Settlement: I want a full refund for a 1st class trip for myself and two daughters that we never received. I also want reimbursement for food and drink we had to purchase at airport and on airplane. I would also like us each to receive a future 1st class trip from AA within continental us. Again I took all the correct steps to speak with AA only to be completely ignored by this organization.

8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have not flown on American Airlines for 3 years since my bags were shipped down to Miami and unloaded of all valuables. I decided to give them another chance recently when our flight from NYC to the Domincan Republic was cancelled. The desk agent was wonderful, and I was hopeful. It didn't last long. When we arrived in the Domincan Republic, our luggage didn't arrive. We filed a claim in the hopes it would only be a day late. The claim was finally followed up on 2 1/2 weeks later, though we still haven't received the bag at home. The website also would not let us check on it after the first day. I followed protocol and submitted the receipts we had gotten from what we had purchased while down there with, yet again, no follow up. I finally called today and was told they at least had received my paperwork. I am still hopeful we will be reimbursed for all the money we spent buying clothes and such to make it through the vacation, though I now don't expect anyone to keep us updated on the progress. This reimbursement however, is not enough in my opinion. We found ourselves in a foreign country with no internet, not being able to speak the language, and having to drive in a city with no road laws it seemed in search for some clothes. We couldn't read size charts, or know how much anything even cost. It was my boyfriends birthday that day as well and we ended up finally getting to the resort over 3 hours later from trying to get what we needed to enjoy our stay. The entire experience with this process has been poor, and will be made slightly better by just getting the reimbursement to pay off our credit card. I am writing here since I have not had success with any responses directly with the airline. I do have 2 reference numbers for my requests. I would appreciate a refund from the airline to make up for this 2nd awful experience. With thanks, ******

Desired Settlement: I would like to be compensated on the amount we paid for the flight. Record locator: *******

8/26/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I have been waiting for over 5 months for a refund on a flight that was canceled. After several phone conversations I was told I would receive a full refund on my ticket in about 30 days. After 30 days nothing. I have emailed the airlines several times to no avail. the last two email I sent them, I evened warned them that I would be in contact with the BBB still no response.

Desired Settlement: I just want my full refund.

8/26/2016 Problems with Product/Service
8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a one-way May 2016 trip with American Airlines (AA) for a trip to Charleston, WV from Providence, RI. At my connecting flight, at PHL, I was informed only minutes during the boarding process that I (along with several others) were not going to be able to board the plane because AA severely overbooked the flight. I was originally informed that American would find an alternate flight to get me to my destination later that day (it was afternoon at this time). The AA representative retrieved a manager to help with the situation, but the manager did not have an immediate solution and informed the group that she did not have an option for us to get to our destination that day, but "probably tomorrow." I needed to be in Charleston for business that night, and thus I was forced to book an alternate flight with another airline (which I informed the AA manager that day). Upon requesting a refund after my return,, I received a notification a few weeks later stating I was receiving a partial refund. I informed AA that this was unacceptable since they failed to deliver the service I paid for, and them getting me to my connecting flight only made it more difficult to find an alternate trip, and I expected a full refund. The AA representative told me I could not talk to the Refund Dept, and he would escalate the case for me. After a couple more weeks, I was told there was still no update and upon asking for a phone number or email I was told the only way to speak to the Refund Dept was via fax or mail. A couple weeks after I sent a fax, I received a call from AA customer service stating the the Refund Dept will not contact me and they consider the case closed. The customer service rep asked if I wanted a voucher but I again stated a true refund is warranted in this case. I asked to speak to a manager, and he informed me that AA does not have an "escalation process." I asked to confirm that he was the only person I could speak to, and he said "yes."

Desired Settlement: I would like a full refund in the amount of my purchased, confirmed ticket of $590.71 since AA failed to supply the service I paid for. Additionally, their customer service on the day of the incident was lacking, and their process for handling refund requests is dreadful to say the least. I'm not sure what BBB can do to advocate for a change in AA's process, but I suggest that BBB examine it. Thank you for your time and consideration of my situation.

8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As long standing AA Advantage members we were very upset to be charged $300 PER person to re-book our flights with American Airlines customer service, especially when as the customer service representative stated it only too him one second to click a button to make it happen "automatically". We were also very upset to have been forced by American Airlines customer service to accept heavily restricted and limited time travel coupons instead of the appropriate refund to the original booking debit card, which arrived several weeks later. We believe that $600 in re-booking fees for 5 seconds of work is completely excessive and unreasonable and refunding what little is remaining in extremely limited coupons is also unreasonable and unethical.

Desired Settlement: We are asking that American Airlines refund $500 of that unreasonable and hugely excessive $600 re-booking fee to the original debit card on which the flights were booked. $50 per person as a charge for five seconds of work should be MORE than enough to make a large profit.

8/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I demand a full ticket price refund as my flight got delayed twice. My plane from Chicago got rerouted to New York due to mechanical problems. Then another flight had the same problem so I was stranded at JFK airport for the night as AA failed to get me on another plane. I was there without food or water, sleeping on the airport's floor as AA were not able to find me hotel room. They haven't given us any food or water even though we haven't been served any food at the flight. The next day, I left for London, got there late, again no hotel rooms for me, no food/water for another night even though I was told hotel rooms were waiting for us because AA knew I had to spend the night there. Sunny Bedi who is AA representative at ******** overbooked hotel rooms at Renaissance ******** London Hotel and we all ended up sleeping at the hotel lobby. He told us the rooms are waiting for us, gave us free buss passes to get there even though the busses were not working, We had to take a cab, pay double for it because no one wanted to take us there at 1am in the morning. All 20 passengers ended up sleeping at the hotel lobby. Again no food or water for another 12 hrs. Then I was finally able to fly out the next day, which is Tuesday, July 19. Instead of having one connecting flight in London how it was supposed to be, I ended up connecting not only in London but Munich and then was able to get to Cracow, Poland after traveling for over two days. After I got there I found out that my baggage was not there and got lost. I was traveling for over two days to find out I had no baggage. Not even once did they apologize for any inconvenience this entire traveling thing caused us. At JFK airport, employees of AA were giving us passengers an attitude because we demanded food & water. This is unbelievable that situation like this could happened and the airlines don't want to take responsibility for their own passengers.

Desired Settlement: complete refund for my ticket

8/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: emailed them a week ago. Ref ******* ****** No one has responded to my complaint. It started when we landed in DFW on our way to Philadelphia. There was absolutely no American Airlines agents anywhere around to assist us in getting to our gate from DFW to PHL. No screens anywhere near to tell us where to go and how to get there. We finally made it to the gate right as they called our group number. We get to PHL you call and leave a message that our flight to Islip Flight # **** was cancelled. Next flight out was booked. Earliest you could get us to Islip NY was the next day at 1:45pm. We had a funeral for my nephew, who is a United States Veteran, to get to by 10:00AM the next morning, that was not going to work. You suggest we go stand by. (There were 4 of us so I don't really see how that would have worked.)It was really a shame that your agents could really care less about a United States Veteran. Not one of the ones we spoke to was concerned in the least. Then they start naming of other places we could fly into that night. Like we are going to know the area and where would be best to fly into. So needless to say I called my sister and her husband who were not only dealing with the death of their son but making final arrangements for the funeral the next morning. She advised us to fly into White Plains NY. They had to take time they did not have to pick us up. It was a 2 hour drive each way. We did not get back to her house till 2:00AM! On the flight home, Flight number 851 from PHL to DEN was delayed 2 hours. We sat on the tarmac for 2 hours. When we finally got in the air you start bringing around a cart to purchase snacks, drinks or lunch boxes. You have the odassity to bring that cart around and actually charge people. It should have been complimentary after making us wait 2 hrs. The ***** show on American Airlines part was the worst I have ever experienced in my life and I fly quite frequently. Can't believe I spent $2044.80 to receive that service.

Desired Settlement: I feel the 4 of us that traveled together should receive a partial refund or credit of some kind.

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 15, 2016, my son, ****** *****, traveled on American Airlines flight 723 from Philadelphia to San Francisco as an accompanied minor (ticket number **************). At the time of arrival, the flight attendant advised me that my son's backpack was not on board. We filed a delayed luggage claim with American Airlines at San Francisco International Airport. The claim number is *************. Since the time of filing the claim, American Airlines did not contact me. When calling American Airlines, I was advised to contact their Baggage Resolution Services at ************. I tried calling this number twice - both times I was on hold for one hour, then the line was disconnected.

Desired Settlement: I am requesting for a refund of the following items that we lost while on flight: Backpack $35.00 iPad Air 2 $430.00 Toy Drone $240.00 Children's Book $10.00 Toothbrush $4.00 TOTAL: $719.00

8/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I traveled from Atlanta to Sacramento on 4/28 on American Airlines. They lost my luggage and promised to have my luggage to me by late evening. Noting came and no one called. We were told to purchase basic items since we had nothing; no clothes, shoes, toothbrush, under wears etc. We spent approximately $210 on very basic items which kept us for 7 days. We rinsed the items repeatedly to keep within a small budget as instructed. After a month and per their instructions, we sent our claims to American Airlines. It was sent twice; in May and July (they could never find our claims whenever we called). After 10 phone calls and 5 months later, still no response. Our last phone call was on 7/19 and our last case number given to us is *****************. I would now like to have a full refund of our ticket and the monies promised to us for items purchased.

Desired Settlement: We would like to have a refund for our ticket $361.20 as well as monies owed to us for items purchased for $210 as instructed and promised. Waiting five months clearly demonstrates very poor customer service.

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday July 22nd I arrived for my flight at my local airport. I had received no notification of a cancelled flight via email, phone, or any other communication method. Upon arriving I learned that my flight had been cancelled. I was directed to call an 800 number to get my flight rescheduled as the ticketing desk was too busy. I was traveling for a weekend business conference and needed to get there quickly to still be able to attend the conference. When I called American's rebooking line I was told that the flight had been cancelled due to weather. This did not seem to make sense as there were other flights with the exact same path, layovers and destinations from the same origination airport flying with no issue. Beyond that, they were not able to get me out on another flight for an additional 13 hours and I was told that since it was through another airline and it was their last seat there was no guarantee that I would get out on this flight and the next available American flight was not until the next day. As a result I would have missed a majority of my conference making the trip pointless. While american refunded my ticket I contacted them asking for compensation for my non refundable conference ticket cost and hotel room due to the last minute cancellation. American Airlines responded that they do not offer any compensation when a flight is cancelled due to weather. This would be understandable if 1, the weather had actually been poor at any of the airports, and 2 they could have gotten me out in a reasonable time frame. As a result I lost nearly the equivalent of the airline ticket in additional costs and am being told they will in way compensate me. This is unacceptable and well beyond a reasonable expectation when flying. If I had been delayed a few hours it is understandable but this was a very different timeline and never would have been expected.

Desired Settlement: Compensation for monetary nonrefundable losses incurred due to the extensive time to reschedule which ended up in the cancellation of the trip.

8/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My complaint involves record locator: ****** My flight was changed and rerouted and involved an overnight flight and the customer service supervisor made documentation that a hotel would be provided. When I arrived at DFW- the representative Megan was less than helpful and requested a supervisor who proved to be very unprofessional and rude and who even cursed out the representative I was speaking to on the phone. The end result was that he (Luis) told me that no rooms were available and advised Megan to document that in the computer. Immediately afterwards he offered rooms to another passenger. I was advised that I should pay for my room and contact AA for a refund and for meal voucher. The customer service at DFW is the worst I've seen ever with AA. It was very discriminatory and rude and as a platinum rewards member I've come to expect better.

Desired Settlement: I paid $100.05 for the room and as advised need that to be refunded to my AA cad that was used to purchase the flight. I am also requesting my voucher for food that was issued to every other customer but me. I would also like to be contacted by someone in corporate to discuss further

8/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Dear Sir/Madam, My partner and I flew with American Airlines from Barbados to ***, via MIA. These flights were part of a larger trip from Barbados to Perth, Australia. AA damaged two of the three bags that we were travelling with as checked luggage. One of the bags lost a zipper; the other hard case suitcase was crushed beyond use. The damage is consistent with extreme force - like the bag had been run over by an 18 wheeler. The damage disabled the case’s telescoping handle and ruined a carved wooden bowl inside. We have filed claims with AA for: + Case with damaged zipper + Case with damage from crushing + Wooden bowl + Taxi ride from terminal to our vehicle in Perth as the crushed bag was not manoeuvrable and could have resulted in injuries if hand carried. My partner and I live in Perth Australia. Because of this, none of AA’s repair options were acceptable solutions. In addition, the single replacement bag AA offered us at the airport was of poor quality and not of equal value to our damaged bags. American Airlines has refused to pay for: + Case with damaged zipper as we cannot produce a receipt for the purchase of bag + Case with damage from crushing as we cannot produce a receipt for the purchase of bag + Taxi ride as AA do not reimburse for incidental or consequential expenses. I notified AA of the damages at *** airport when I received my baggage and have been in contact with AA through countless further emails. I have a copy of all correspondence I have had with AA and am willing to forward it through to you. In addition, I can provide copies of the claim forms, photographs of damage, etc… The claim number I received from AA is: ****************** I would me most grateful for any help you can provide. I have spent countless hours trying to resolve this matter and have received a total lack of compassion from AA. Without your assistance, I really feel like I am going to be taken advantage of. Kind Regards* ******** ******

Desired Settlement: I would like fair compensation for the bags that were damaged by American Airlines. This is all detailed on the claim form I submitted to them. I can provide a copy of the claim form to the BBB upon request.

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contact with baggage services and information, wait times and resolution times. Our flight was cancelled on Thursday, July 28th. We were instructed to go to AA baggage services and ask them to pull our baggage from storage. We WAITED for an hour to be told it would take a MINIMUM of 2 hours for bags to be pulled. It was suggested that they put the order to pull bags in and they would be waiting for us at 6am next morning. Come back to airport and be done. Arrived at airport at a little after 6am, WAITED in line for another 50 minutes only to told the agent the night before told us wrong information (even though we had hold slip she completed). Bags were on their way to DEN (original destination prior to cancellation). At this point told bags would be sent back to Chicago base on fact we did not travel there (thought bags were not suppose to go without passenger). Now we are on to tracing our bags electronically since AA does not want to talk to anyone (and they do not have very many people working to talk to). Website says bags are in DEN but slated to come back to ORD Fri PM then delivered on Sat. Starting at 8a on Sat checked Website, called 800# to check; no information available no Chicago # to call. They would call me, sorry that it is going to ruin Sat... After no call from AA, called at 12p to check on progress - no information, cannot help but still sorry. Called Advantage Desk to see if status could help get information - 90 minutes on hold - no answer. Finally found someone with a brain at 3p and was told bag is not located yet, could have told me that at 8a and let me leave the house. AA should/will call to inform prior to delivery. NO CUSTOMER SERVICE ATTEMPTS AT ALL UNTIL AFTER 8 hours of WAIT TIME, ON HOLD and repeating information. 8 HOURS!!!

Desired Settlement: They also kept all $900 of my ticket price after they cancelled the first leg of my flight. Had a ORD/DEN/SAT/ORD trip with $903.20 price. They cancel ORD/DEN and still want $700 for ORD/SAT/ORD. The trip was personal and business; ran cost for both option at time of purchase and ORD/SAT/ORD was $464. So because they cancelled due to weather it cost me $236 and the balance was given to me in a VOUCHER that needs to be redeemed on future AA disaster. Never got to DEN, lost my bag, cost me over 8 hours in wait time ruined a $2000 weekend and then lost my Saturday at home waiting for my bag??? Think is it worth more than $200 voucher. Desired outcome: A call from an AA Customer Service Executive explaining how this is right or my $903.20 back in cash refund. Pretty sure they would prefer the refund since they do not intend to improve their service. sent complaint to AA and have gotten 4 different computer responses. That is why BBB needs to collect and step in on airlines!!

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 28, 2016, my wife and I were travelling on the same itinerary from MBJ to LAS. Our itinerary included a connection in MIA. Our connecting flight ********, was subsequently delayed twice, then cancelled, citing non-specific "crew issues," at approximately 2320 hrs. I contacted ************* and spoke to an agent who attempted to rebook both of us on the next available flight - 24hrs later. When I went to print our boarding passes, I received an error message, stating "please see an agent." I spent the next 3hrs standing in a line, during which no announcements were made updating us as to the status of accommodations, etc. When, at nearly 3am, I was called by an agent, I spoke with "Lourdes **************" ************* was stoic, and unapologetic, as I calmly and politely explained my understanding of the situation being beyond her personal control, but explained that I was travelling with my pregnant wife, and that we were willing to go out on the flight they had rebooked us on, but that, at minimum, we would need a hotel room. I told her that, by any measure, this was a reasonable request. It should be noted, this exact same situation occurred last year, when returning from the same trip to MBJ we were stranded in CLT. On both occasions, I was forced to purchase hotel accommodations at my own expense, despite the liability belonging to American Airlines. On this most recent occasion, I was told that there were no rooms available, despite agents giving other passengers hotel rooms, while I stood at the counter. I even phoned the ** ****** Miami Airport North location to verify they had rooms, and the agent still made no effort to assist me. I asked her if she thought it was reasonable for her to expect my wife and I to spend 24hrs bumming around the airport, and she shrugged her shoulders and said "there's nothing I can do for you." I then asked her, if our roles were reversed, would she be content with the service she received, and she said "no.

Desired Settlement: I would like to be refunded my $50 baggage fees, and hotel costs ($134.47), which I think is eminently reasonable. In the end, my wife and I were forced to each miss a day of work, and pay $134.47 for a hotel room, due to a problem which was AA's responsibility. Also, AA refused to return our bags, causing us to buy clothes and toiletries. I am, by any measure, a reasonable passenger, and even a great patron of AA - travelling with them very often, being an AAadvantage member, and even having their crappy *********** credit card. When we finally reached LAS, after yet 2 more delays the next day, my bag was damaged (corner cracked, wheel bent inwards), and the agent there said "we aren't responsible for damage to the exterior of bags." I would like to be refunded my $50 baggage fees, and hotel costs, which I think is eminently reasonable.

8/22/2016 Delivery Issues | Read Complaint Details
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Complaint: My bag was sent out to Phoenix in stead of San Diego the evening of July 27. This was initially an international flight. I waited in line to submit a claim and was promised that it'll be delivered the next day. I called in on July 28 to check on status. After one hour of wait time, I was promised to get it within 12 hours since the bag was at the airport in San Diego. I called again at 7:00 pm. I was again promised that someone will call me and that it'll be delivered at 7:30 pm on Thursday July 28 or Friday July 29th 9:30 am. Again, I received no call and no delivery. I have been stuck in the house for two days waiting for my bag. I called again at 12:00 pm and now at 5:30 pm. I was told the same story. Each time I call, it took about an hour. I'm extremely frustrated by this and cannot talk to anyone about this. Folks that speak with me cannot contact the airport. They simply write a note. I have important stuff in my bag that I need right away. Thank you.

Desired Settlement: I need my bag tonight on Friday July 29.

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lies, deception and bad communication ruin a weekend trip. I could have driven to San Francisco. First we were told there are mechanical issues and after an hour and a half delay they say the mechanical issues are solved but they don't have a cockpit crew. What kind of airline is in prepared for an hour and a half delay. Still waiting. Knowing will have to deal with rush-hour traffic . Flight delayed until 6 pm and lunch is offered. Shame on American

Desired Settlement: First class trip

8/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines has delayed my flight twice from Atlanta to Reno because of which it took about 1.5 days for me to reach Reno from Atlanta. My first flight from Atlanta to Dallas( **** * *** ***) got delayed due to Bad, because of this I missed my connecting flight from Dallas to Reno. I was given next day flight but get any hotel option. I had to Rent car and stay at hotel. This last minute booking causes me huge expenses. Next day flight was from given to me was from Dallas(DFW) to Los Angeles(**** * *** *** ) and Los Angeles to Reno. Again American Airlines Los Angeles Flight from Dallas was delayed(this time there was no weather problem but delay from Crew members), due to this again I missed Reno flight from Los Angeles. This time also I was not offered any hotels. I also could not find any hotels nearby as they were full, due to which I had to stay whole night at airport. I was only able to reach next to afternoon at Reno. I was on Business trip and this whole experience caused huge loss to me Flight Record Locator: ****** Membership Number: ******* Name: ******* *** I did contact customer care any they declined compensation(they only gave 10,000 bonus miles which is of no use to me). Below is the response from Customer car. "Dear Mr. **** Thanks for writing us back. I'm sorry to hear you are not satisfied with the complimentary AAdvantage ® miles we issued. The miles were intended to make up for the inadequate service you experienced. I have taken another look at your previous correspondence and, while I am sorry for the situation you encountered, I must respectfully decline your request for additional compensation. Our goodwill represents an amount we believe to be fair and reasonable considering the circumstance you described. Mr. **** I know you didn't have the best experience traveling with us recently. I do hope that you give American Airlines another try" ** ****************

Desired Settlement: I want to get compensated for the loss I had made due to delay from American Airlines through airlines credit. This is not my first experience and American Airlines keep doing this again and Again in past

8/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 7/19/16 our family traveled on AA from MCI to Jamaica. The flight out of MCI was delayed several hours so we were rerouted from MCI to Dallas Fort Worth then on to Jamaica. Our original layover was in Charlotte. We were promised our luggage had been transferred to the Dallas flight. We arrived in Jamaica with NO luggage for 2 days. On our return flight on 7/24/16, our luggage made it through customs and was in great condition. One bag was not received at MCI and was guaranteed delivery on Tuesday 7/26/2016 before 1:00 p.m. After multiple phone calls to AA it finally arrived at 1:43 a.m. on Wednesday morning. The large duffle bag was destroyed. All of our unopened deodorant and other liquids (unopened because we had to replace these items when we arrived in Jamaica) had been opened, rolled all the way up (3 deodorants, hair spray, contact solution, etc) and were spread throughout the bag totally destroying the luggage. I have tried contacting AA via phone, leaving messages and via e:mail with NO response in almost a week. We have filed the Passenger Property Questionnaire form along with receipts for reimbursement for items purchased in Jamaica (shampoo, deodorant, etc) and have taken pictures of the damaged and destroyed bag. No response as of 7/29 from AA at all. We are priority members and it seems the bagged items were opened and spread and sprinkled throughout the bag on purpose. I spoke with 1 agent from AA on Tuesday who did finally admit "AA dropped the ball on this one". Other than that we have received nothing but "Sorry, but we are unable to help you" comments from both the phone calls to customer relations and with AA employees in Miami and Kansas City.

Desired Settlement: We are hoping for the reimbursement of the items purchased in Jamaica due to delayed luggage (deodorant, shampoo, toothpaste, shaving kits, etc) and a full replacement cost of the duffle bag and would appreciate a phone call back from AA on this matter.

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Complaint: My wife and I purchased tickets on American Airlines to attend a close friend's wedding on 7/15/2016. We received notice about 7 hours prior to departure that our itinerary had been changed due to airline cancellation. Our flight leaving that night had been cancelled and we were scheduled to leave the following morning after discussing with American representatives (initial reschedule was for ~12pm). I was told that the flight was cancelled for weather, but other airlines flew from Birmingham to Dallas that same evening (debunking that lie). More importantly, we had purchased a hotel room ($107) and rental car ($50), had dropped dogs off at kennel ($58), and missed out on the festivities with friends that evening. I filed a formal complaint via AA's website but was told that "flight traffic control" cancelled the flight and they would not be compensating any of the loss or inconvenience. I am having trouble with this response for 2 reasons. First, I don't know what to believe about why the flight was cancelled. I was told weather, then "I don't know why," and now I am told "air traffic control" cancelled it. It is just as likely that the flight was underbooked and they just wanted to cancel flight. If the first agent was dishonest, I do not know if any of their dealings with me have been honest. Second, while at the airport for that trip, an AA agent gave $500 in vouchers for a passenger to take a later flight. This person is was compensated for VOLUNTARILY being inconvenienced. My flight was cancelled, I lost out on all purchases made for trip, and lost time to spend with friends. Despite those happening to my wife and I INVOLUNTARILY, they are unwilling to compensate anything.

Desired Settlement: I would like my out of pocket expenses compensated at least. I would also like to be compensated for inconvenience and time lost. Again, airlines are willing to give vouchers for people they willingly inconvenience.

8/22/2016 Problems with Product/Service
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Complaint: I received a call today from a customer service agent regarding my trip from Merida, Mexico to Lexington, Kentucky. The agent informed me that my flight from Dallas to Lexington had an itinerary change and told me I must switch flights. However, I would have to either return a day early or leave a day later from Mexico. This would put me at a financial disadvantage, as my hotel is nonrefundable. If I stay an extra night, then I would have to pay for that as well. When I asked to be compensated by receiving a credit, an upgrade, or switched to a new airline, the agent said no. Frankly, this is unacceptable. I shouldn't have to spend more money due to an error or mistake on your behhalf.

Desired Settlement: As mentioned above, I would like to either be switched to a different airline, receive an upgrade, or receive a flight credit.

8/18/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Booked 2 tickets from American airlines. The first one worked departing from Nashville, the second one did not.I get to one gate they tell me I'm departing from another gate. I get there and get ready to board and they tell me I cant board. no explanation why. Then they tell me I have to pay cash. I go to pay cash they tell me they don't have any change, I have to then go stand in line for an hour missing my flight, Flight attendants were rude and then I called American airlines they then blame the problem on expedia. expedia has no record of booking anything this month. I am now not going to make it to my destination because no one had the decency to call and let me know there was issues with the card. next problem is why did it work for me to depart from Nashville then not work on my way home. This was the biggest hassle and this was the worst experience ever!!!!

Desired Settlement: I want a generous and I do mean generous discount on my next flight, for all this mishap that one phone call could have prevented. Then on top of this there was a 2 hour wait to reach a live person. This airline is by far the worst!!

8/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Can not even pay for my ticket without a MAJOR hassle....3 HOURS later and not able to pay...everytime I enter my credit card information I am kicked out of the site.... I will just book it on another airline....ridiculous.....

Desired Settlement: Please compensate me for $300 usd for the extra money i Had to spend on booking a ticket on another airline.....can not even get a hold of a human unless I wait several hours on hold...is my time not important?!

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Complaint: American airline delayed my flight first then getting us on board for them to tell us to get off and then cancelling it for 18 hours with a hassle to reschedule. Not to say I have kids with me and they give me A attitude just to get accommodation for a place to stay when I gave no attitude. I was traveling with 2 kids and my girlfriend from a cruise vacation and ended with this disappointed. I wasn't offered anything else. Customer service is horrible with no compensation what so ever.

Desired Settlement: Issue full refund for the inconvenience and poor customer service.

8/18/2016 Problems with Product/Service
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Complaint: My flight from ORD to LHR on Jan 12th was again delayed and cancelled for more than 24 hours and I was forced to stay overnight in a very crappy hotel in New York. I also got sick due to the long trip and prolonged exposure to the cold January wind while waiting at the airport for the hotel transportation.

Desired Settlement: Per regulation EC261, I would like to demand $1000 compensation. Thank you.

8/18/2016 Problems with Product/Service
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Complaint: I am on business trip in Nashville,TN and have been away from home for about 2 months. I booked a flight for family to come out being that it has been so long since I have seen them. Unfortunately my prject has been cut short and I am leaving the day before the flight. I called AA and spoke to two reps and a manager who les than helpful. while I am the purchaser of the ticket I feel it is only right that this credit should be given to me and not the passenger. I tried being reasonable and not demanding a refund. AA didn't care not one but it told that's just how it is. It does not make any sense as for me to fly someone out to a place where I will not be! At this point I so frustrated and upset at how AA is handling my situation. They are nothing but rude careless people and they don't try to accommodate their customers. Things happen in life and plans get screwed up. I don't think this change should cost me almost $300!

Desired Settlement: I would like to be refunded or allowed to change passenger information. Their policy should at least allow the purchaser to utilize the ticket in the event plans change. They are sneaky with their policies and it is disgusting! I will book travel with AA again

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Complaint: My son and I departed on 06/25/16 from ******* ************* ******* where we checked one bag with American Airlines. We had a connection flight in Philly and then departed to Punta Cana. Upon arrival at Punta Cana International Airport it was determined that our luggage had been sent to Aruba. I filed a claim at that time with American Airlines and was told to purchase “necessities.” I called American Airlines everyday more than once a day and each time I was given a different story. The story that I received the most was that no one in Aruba was responding to the request to forward the luggage. Another story I received was that the luggage would be forwarded via Miami and would arrive on Sunday evening…then it turned to Monday…. Finally….I received my luggage on Tuesday 06/28/16 at 7:30pm. I was departing on 06/30/16, therefore, I had my clothing for not even a day and a half before we departed. Needless to say I spent the majority of my trip either on the phone chasing my luggage, or in tears worrying about what I was going to do, or handwashing me and my child’s clothing in the sink. (yes, I really did hand wash our clothes) I had one day to “enjoy” our vacation and that was on Wednesday the 29th…and we left on Thursday the 30th.Our departure flight from Punta Cana was delayed leaving and we in turn missed our connection flight in Philly to get to Hartford. There was one other flight leaving that night at 9:40pm to Hartford which we were on standby for or the next flight was at 7:30am the next day. Thank God we made the 9:40pm flight….and our luggage was waiting in Hartford when we arrived. Finally….this nightmare was over. Since my return I received an email with one voucher from AA for $50.00 which is AA Ref# ************* I have contacted them via email on several occasions to advise that there has to be a better solution to the chaos my son and I were put through. I have not had any response in over a month.

Desired Settlement: I am asking that AA provides compensation to my son and I for the destruction of our first vacation in 16 years. The American Airline agent in Hartford, CT was clearly responsible for our items being sent to Aruba. I am asking that AA provides round trip international flights as well as monetary reimbursement for the four days we had NOTHING. I was not able to purchase items for myself at the resort because the sizing is VERY different in the DR from the USA. My only other option was to take a taxi to the mall and pay $100USD for which I was advised that AA would not reimburse me for (because they don't pay for transportation) and I refused to lose $100 so that was not an option for me. I am hoping to be able to resolve the issues with this "hellcation" with AA as soon as possible.

8/18/2016 Problems with Product/Service
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Complaint: I am late for Flight for 2 minute, and the employee their not help me to change the ticket to next flight and tell me this two tickets are waste. My reservation number is :68RGD9, which is book though British airways. These two tickets is business class and round trip. my AA reward program number is: 8aye866 my flight is AA1456 on 5/31 from ord to cun. On the day of flight, I plan to arrive airport 3 hours before departure, but there is another cars collision on this highway from my home to airport. As the result, i arrive airport late, but it still 1hour and 15 minutes before flight departure. but the waiting line at the checkin counter is so long, I told them my check-in time will so end and i am business class, so can i check in first, but the employee just ask me to wait. So when i start check-in it already 58 minutes before departure, which is 2 minutes late for check-in.I flying with business class, I suppose to have less time waiting for check in. I wait 15 minutes for check in and they do not let me go head even I am just have few minute to stop check in. Normally all airline offer the the service of changing to next flight if late, but they do not do so, even I checked there are many seats available on the next flight. The supervisor at the counter is also so rude and not willing to help me at all. She just repeat i know your situation but i can not help you any more. I am surprising I receive such service at business counter. I book through BA, but I fly with AA. Both of the airline is in same alliance, and BA also pay AA for the ticket. I suppose to receive same service and same right as I book tickets directly from AA. I also agree to fly with economy class on the next available flight, but they still not willing to help me. They just repeat they can do nothing.

Desired Settlement: I waste all my ticket, which is roundtrip. This affect me a lot. I have to pay extra $4000 to buy two more tickets with same classes to finish my trip. So i ask compensation for $4000 AA voucher or points which are enough for me to redeem two international business class round trip tickets.

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Complaint: I bought flight tickets that I believed to have been for the 21st of August. I most recently checked the itenerary (which isn't included in full detail in the confirmation email just a link to it) and it was booked for August 18th. I fly to this location on the 18th so of course I needed to change the flight. I'm deeply upset that I purchased tickets through a website that's supposed to be partnered into helping students find affordable flights through American Airlines and the help I requested into getting at least a refund wasn't an option. My ticket was only a 100$ but I am expected to pay 400$ total in order to change a flight. I am a student and cannot afford this and I didn't not see a note saying these tickets were not refundable after 24 hours. Not even the confirmation email sent to me says that I had that small amount of time to cancel or reschedule. Customer service was the least bit of helpful.

Desired Settlement: I would like a refund of my 2 tickets totaling 206$. Or at least help finding a flight that leaves the 21st of August from Florida Fortlauderdale airport.

8/15/2016 Problems with Product/Service
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Complaint: I have filed several complaints to AA Customer Relations Department over the past several weeks, Reference numbers: ************* ************* ************. My husband, has also filed complaints as well, Reference numbers: ************ and ************.We had a flight (AA 1675) scheduled on July 5,2016 from Charlotte to Pittsburgh at 10:09 PM. We were coming back from our vacation in Mexico. Our flight had landed 30 minutes earlier than scheduled so we taxed until our gate was ready. At 1:15 AM they cancelled the flight, providing no reason. Several passengers asked why it was cancelled and the AA airport personnel had no response. In the mean time, I called AA customer service to see why our flight was cancelled and what they can do about getting us home. I didn't get a reason from AA Customer service line as to why the flight was cancelled, and as a matter of fact, they had no idea that it was cancelled. I had scheduled us for a flight at 8 AM the next day, but was told I had to wait in the one and only AA customer service line at CLT for sleeping accommodations and luggage information. From 1:30 AM until 3:30 AM we waited to speak to an AA customer service rep. Finally, at 3:30 AM it was our turn and the AA rep informed us there were no more hotel rooms nor cots at the airport available for us. Meaning we had to sleep on the airport floor. We asked what to do about the cancelled flight and were instructed to submit for our refund on the AA website. The AA rep we spoke with assured us that a refund would not be an issue. We spent 24 hrs at CLT with no sleep and missed work the next day. Once we made it back to PIT and recovered, I has submitted for our refund. AA told the refund had been issued to *****, which is who bought our tickets from. ***** didn't get the refund. Turns out no refund was issued, how innappropriate? I have contacted Customer Relations SEVERAL times and have emailed the CEO, COO, etc. waiting for a proper solution.

Desired Settlement: A full refund of $800.00. No Vouchers for AA, as i will not be flying with them again.

8/15/2016 Problems with Product/Service | Complaint Details Unavailable
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Complaint: (AA).
On December 02, 2015 I booked a hotel room with PGA National Resort and Spa (PGA)
through the AA's AAdvantage program, an awards program used by the Airline to reward
frequent fliers; miles traveled with the Airline would be converted into credit with which
members could use to purchase flights, hotel rooms, or car rentals. The hotel room was booked
for two nights from January 23, 2016 to January 25, 2016, at the cost of approximately II 0,000
advantage miles from my AAdvantage account. On December 26, 2015 I canceled my
reservation with the hotel and received a confirmation from them stating that since I canceled
prior to seventy two (72) hours of my reservation, there would be no cancelation fee. Relying on
this information, I did not pursue the matter any further. After waiting for the miles to be
restored to my account, I contacted AA and was advised that the miles would not be restored
since I did not cancel the reservation with them.
Although I had canceled my reservation well before the acceptable cancelation time set
forth by the terms and conditions of both AA, five days, and PGA, 3 days, I was still charged for
a hotel room I did not use, and that the hotel room did not charge for! AA took credit points from
my AAdvantage account to pay for a hotel that it did not pay for and is now confiscating all of
them! I reasonably relied on the assurance of PGA that my cancelation of the hotel room was
final and that there would be no cancelation charge. Since I reserved this hotel with AAdvantage
miles, I reasonably assumed there would therefore be no charge to my AAdvantage account.
It is unreasonable that upon cancelation of my reservation, PGA failed to inform AA of
the cancelation, or if that was too burdensome, at least to inform me that I would need to contact
AA to finalize my cancelation with them as well. It is likely that others have suffered due to
similar practices by both companies and that many more will suffer in the future. After my
experience with AA's customer service department, I am convinced that AA has created a policy
with the intent to confiscate the mileage that was issued. Such practices are unfair and are likely
to mislead the reasonable consumer.
Finally, it should be noted that AA initially contacted me a few years ago to advise me
that I had acquired these miles and that they were about

Desired Settlement: see Attached document

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Complaint: I am writing to ask for your assistance in resolving an issue I am having with American
Airlines.
American Airlines removed 97,500 miles from my frequent flyer account as a fine
because they believe that I violated the rules governing that account. l cooperated in their
investigation and provided them with all of the information I had. I did not in any way
violate the rules of the program and, in fact, I was a victim of fraud.
I've written, emailed, and called American Airlines with no success and lam hoping you
can assist me in having my miles returned.

Desired Settlement: see Attached document

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Complaint: Our AA itinerary was for June 30th from LGA-->MIA with a 2.5 hr layover in MIA -->SXM arriving at SXM June 30th at 6:30 pm. Due to AA's mechanical issues on June 30th, we were forced to miss our connecting flight to SXM and were put on standby but were bumped without notice, and we did not arrive at our final destination, SXM until July 2nd. Our luggage was set to SXM on June 30th, and we were stranded in MIA for 2 days without luggage. We lost money on our hotel at both SXM and Anguilla which we were supposed to be starting July 2nd. We contacted AA for a full refund on our airfare or credit of $1000 as this is what they were offering passengers on June 30th, and for a full refund on the hotel costs at SXM & Anguilla, as well as our hotel that we paid for in MIA & all the clothes and toiletries we had to purchase while stranded in Miami without our luggage.

Desired Settlement: Full refund of ticket purchase price including taxes & feeds in check, Credit from AA for $1000 for future travel, full refund on hotel spent in MIA, full refund on clothing & toiletries spent on days stranded in MIA without our luggage for 2 days, full refund on hotel booked at SXM that we did not get to stay at, full refund on extra day of hotel at Anguilla that we did not get to stay at because we arrived to SXM on July 2nd at 10 pm after all ferries to Anguilla had closed.

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Complaint: To whom it may concern, I wanted to contact you about getting reimbursed for expenses on my flight from Seattle to upstate New York on the 18th of July. I was scheduled to fly the second leg of my trip from Philadelphia to Watertown NY on flight 4971. That flight was canceled due to maintenance. The only flights available at that time was to Syracuse the following day or Watertown 2 days later. I asked for a motel voucher but only received a discount on an approved hotel which only lowered the cost from $90 to $70. It had a shuttle service, but after trying for 2 hours to contact the motel to pick me up, no one ever picked up the phone. I called the apaglobal number to see if they had a different number to contact them by, after they said they did not I asked that my reservation be changed and at that time they hung up on me. At that point I decided to just get an $22 Uber ride as it was already pushing midnight and I wanted to eat as I hadn't eaten anything since 6 AM. The following day my flight to Syracuse was delayed and so I was not going to be able to get a ride back home as it is a hour and a half drive one way, and my friend was not going to be able to make it. I was able to get a spot on the last fight that evening to Watertown, however that almost didn't happen as well. The flight was overweight and so they were not letting any passengers on that were not military. I was able to squeak on by letting them know that I am a disabled vet and I had no carry on or checked luggage as it had been sent up the past day. I am upset because of maintenance issues I had to miss a day of work that almost became 2 days which is taking money out of my paycheck. I also had to spend money out of pocket that I would not have spent otherwise. But what upsets me most is that I had to reschedule an MRI with the VA to see if I am leaking spinal fluid. While I know you cannot speak for the VA, it is an issue for me as wait times are quite long even for some in who is in the highest priority such as myself, my appointment was pushed back 4 weeks. I am lucky that I am in a situation where I could spare the cash and my medical situation is not one where I am going to die tomorrow but I don't know if any one else facing that situation could say the same. I don't know what all you can do, and there where a lot of other factors outside of your control that wore on me (I copied my facebook post below that outlines what I was going through), but I do feel that the situation calls for more than $20 off a motel room. Face Book Post: Sooooo pretty crap flight. I'm not one to put this type of stuff on FB, but hopefully I will find the humor in it someday. First leg we waited an hour on the runway to take off. After I got to Phily I found out my flight was cancelled and I had the choice of getting to Watertown on Thursday or SYR tomorrow at 5:30pm. Thank you Kristy for volunteering to drive 80miles down and 80miles back to get me. I tried to get a rental car to just drive the 5.5 hours home but after an hour of calls could not get a single car. I then planned on hitting up the USO but I had to go to the baggage claim to get my voucher and try and get a rental car. I then found out that the USO was in the secure area and TSA would not let me past. I then got a motel booked for the night from the airlines (still cost me $70) that was supposed to have a shuttle service but the number they had for the hotel wasn't working so I had to pay for an Uber. I get to the motel and they only had smoking rooms left and are sold out of toiletries. Of course I had packed all that in my checked luggage, so I feel bad for whom ever sits next to me tomorrow. So thank you American Airlines for taking me away from work another day and having me pay $180 to do it. Thank You, **** ******

Desired Settlement: see Attached document

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Complaint: I am a permanent USA resident. On 5/20/16 Purchased tickets from NY to Bahama. American Airlines negligence had caused me to miss my flight to Marsh Harbor, Bahamas on 6/25/16. Documents were on hand and current. Due to their inefficiency I was forced to purchase four additional plane tickets and spent over $350 in hotel in Nassau. I am seeking compensation, American Airlines refused to refund me the cost of tickets purchased. This is unfair and I need assistance. ******* *******

Desired Settlement: I am seeking compensation for all unnecessary and additional expenses for travel, accommodation and other expenses in on June 25 and June 26th, 2016 in Nassau and Marsh Harbor, Bahamas.

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Complaint: We arrived at the ATL airport 1 hour before our flight. None of the American Airlines (AA) personnel in ATL was willing to help my family so we can make it on our flight (Ticket: MGA RUF, Flight ******** 0700 ATL to LAX). While waiting in line, there was one AA personnel who accompanied another African American male who apparently was also running late for his AA flight. They cut off the rest of us who were waiting in line, the other AA personnel at the desk gladly assisted this late man. I approached the guy who accompanied this late man to the desk and asked him if he can also help us, he looked at me, then looked at my family and said NO. He assisted this man all the way to security. We stood in line from 0600 to 0625. At 0625, we were finally in front of the line and next in line for assistance. An African American AA female personnel was wrapping things up with the customer she was with and should help us next. Once the customer on her lane left, she looked at me from where she was standing, looked at the paper I was holding (which was an error message printout from the kiosk), and even before I can make my first step towards her, she rolled her eyes at me and my family and exclaimed “I don’t do that!”. She left her station and went to another station and helped other customers instead. Finally, another AA male personnel became free at 0630, he did stuff on his computer, checked in 1 of our bags and handed us our boarding passes. We were running, despite the very busy security line, we made it out of security at 0645. Luckily, the gate was not too far from security. When we got to T9 at 0649, people were already gone, and the doors were already closed. A male and a female AA personnel came out of the doors at 0653. We handed our boarding passes and plead that they let us go in since we barely missed it by a minute. They lady just took our boarding pass (once again not talking to us) and quickly stated you are on standby for the next flight. We can't help you.

Desired Settlement: I want a full refund of my families' AA tickets+compensation for missing part of our hotel reservation and car rental in LA. AA should stop this habit of overbooking their flights. We were not even late for our flight, their personnel just refused to assist my family in getting in, and in fact they made it harder for us to get in so they can board the overbooked people for the flight. I felt very helpless, and my family felt maltreated by the AA personnels at the ATL airport. Usually, when we fly with ***** airlines, there will be personnel trying to find the people arriving late at the departure doors, and they assist them while they try to make it to their flights. This is not the case with American Airlines; AA personnel in ATL prey on the customers getting stuck in security and gives away their seats to people they overbooked. AA personnel in ATL do not live up to your company’s mission statement“We’re dedicated to make every flight you take with us something special..."

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Complaint: I was overcharged $125 ($150 total) for a bike bag from MIA to SLC. I showed the agent the policy clearly listed on the American Airlines website, and measured the bag in front if him with my own tape measurer. The two staff members in Miami where completely incompetent! The bag met their specifications and I should have only been charged $25 as my first and only check bag (this is standard practice, and there was a record of the correct charge already on my ticket coming from SLC). I was running late for my flight so I just paid the charge to get to my gate - well, the flight was delayed. No big deal, but when I tried to find an AA staff member inside the terminal direct me to someone to talk to, they where also completely clueless. Couldn't even give me a number to call and acted like it was such a hassle, I was very polite too! Eventually I called one of the numbers on the website, which by the way took FOREVER to find. It's not clearly listed AT ALL! The staff member on the phone was actually very understanding and helpful. I explained the situation, and he told me I was correct and should not have been charged the $150, but that I would have to apply for a refund online. Again, it's not clear how to do this and took several attempts before submit my refund form. Over a week has passed and I've heard nothing. I called the hotline again (they where helpful and apologetic), but suggested I file a complaint directly to AA this time. I have done so and contacted my bank to dispute the charge. There has been no response from AA and want this resolved ASAP! This is the third bad experience I've had with AA.

Desired Settlement: I want the full $150 refunded to my credit card ASAP. I don't want credit to a flight, vouchers, miles or any of that. I want my money back in full and an official complaint lodged with the Miami office. Given the amount of time and effort it has taken me to get my refund, I don't feel the correct charge of $25 should be owed for the bag. This is a disgrace.

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Complaint: AA Ref************* On 1/22/16 I booked flights to Hawaii, departing 7/8/16. I requested an advantage point upgrade to 1st class, but expressed concern that I would only want to expend points and incur costs if I received the upgrade on both legs of the flight. The reservations agent confirmed that I would either get the upgrade for both legs of the trip or not at all. On 7/8, I did not receive the upgrade from BWI to PHX. Then in PHX, during check-in my tickets were rejected and the agent then issued me 1st class tickets. My original seats (with extra leg room) were given up since I received the upgrade. I accepted the upgrade but there was no indication from the agent that there I’d be responsible for a full charge. On 7/9, I received an email that there was an issue with my reservation. The reservations department told me that the charge for the upgrade was rejected by my credit card and that I would not be able to continue my trip until payment was resolved. I talked with both a supervisor and a manager, both explained the policy and I explained to each the commitment I received from the original reservation agent. At this point I offered to pay half of the fee since I received half of the promised service. That was rejected and I was informed that I would not be able to fly until payment was resolved. I made full payment at this point and asked who I could contact from customer relations for further resolution. I contacted customer relations and received an email from ***** **** saying, I was responsible for full payment based on their policy and a thanks for contacting them. I followed up with my dissatisfaction and received a follow-up email on 7/11 stating there was nothing he could do and to contact the Aadvantage Department. My issue is that the reservation agent made a commitment on behalf of American Airlines and I did not receive the full benefit promised.

Desired Settlement: I was required to pay $525 and received only half of what was committed. Since I received half of what was promised I’m looking for reimbursement of half or $262.50. Had the reservation agent not indicated that I would either get the upgrade for the full trip or not at all, I may not have submitted for an upgrade.

8/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I contacted American Airlines regarding changing my flight from Charlotte to Los Angles from August 18th (Record Locator: ****** and returning to Charlotte on 8/22 (Record Locator *******. The reason I have two record locator is that for the time I needed to leave LA it was cheaper to do the one way flight. First off, I didn't know my tickets were non-refundable, there was no were on the website "While You Are Booking Your Flight" That says "Your Ticket Is Non-Refundable". I talked with a supervisor and she said when you pay by credit card that when it says it, but that is a lie. I actually have a screen shot to prove this - the manager would not refund me the ticket, or just reschedule my flight for September. My father is sick and we are planning to relocate him from NY to Charlotte, NC this is why I needed to change my flight to a September date. I told Customer Service if I knew I had to PAY $200 PER PERSON FEE TO REFUND MY TICKETS WHY WOULD I BUY 2 ONE WAY TICKETS?? That is $800 fee and honestly if I knew my tickets were Nonrefundable, I would have just went on Priceline.com. American Airlines doesn't care about their customers. I just bought a ticket with American Airlines to New York. I will not be purchasing anymore flights on their site, this has been the worst experience I have ever had with an airline. The online booking price is misleading and they just are making things inconvenient by false advertising their plane tickets. I've seen several websites that effectively and OPENLY disclose nonrefundable tickets. The manager I spoke with was not helpful at all. Poor service and treatment - the Manager told me I should have place the tickets on hold then call into Customer Service - If they can put a "Refundable" tab on their website, and then put "Lowest Fare" tab that DOES NOT say Non-Refundable - THEY ARE MISLEADING CUSTOMERS and they're being tricked into PAYING Fees. I can go sign up with ***** for better service.

Desired Settlement: I would like a refund for MLHEME ticket, $459.20 and a refund of QJWSZO - $456.20, and I should have to pay any fees for a refund. All I wanted was to move my flight to September 1st - 5th.

8/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: It is with regret that I am writing this letter on behalf of my son and daughter-in-law Aaron and **** *********. This was their first experience flying American and now it will possibly be the last. We purchased tickets with American as you all are the only airline that fly into Lynchburg, VA, check in was smooth landed in CLT to have a ground stop due to weather, this was understandable as safety is always first. While in CLT, they talked to several agents without much help, so I as a mother called American and helped the process along. More weather delays happened which caused them to miss their connecting flight in DFW to JAC. Again weather is understandable however the lack of customer service skills by agents in DFW had much to be desired. I was on the phone again with agents with American, one who was very helpful and actually booked DEN to JAC for July 22 on United. The game plan was to get them from DFW to DEN on the evening of July 21. The agents on the ground said they would have to pay and brushed them off, my son ask to speak to a supervisor. Again I called back the 800 number to no avail only to get a woman who seemed not to understand my southern accent. I ask if she was in the US, she stated yes and said she was offended, I said ma'am you're having me repeat everything 2 or 3 times, I ask to speak to a supervisor and suddenly the line hung up. My phone calls from my phone to *********** began at 8:50 pm in which was a good agent, 8:58 pm was an excellent agent way above and beyond, 10:24 pm agent was not helpful and 10:31 pm agent was helpful. My son and daughter-in-law are now waiting in DFW airport to get to JAC. I am in the airline industry, my dad retired from Delta, so the understanding of weather isn't the concern, it's the lack of caring, professionalism and ensuring an awesome travel experience that was lacking in this case. Again phone agents did well with the exception of one. Gate agents were a zero on customer service.

Desired Settlement: Would like for son to be reimbursed for hotel room in DFW $80.00, also the segment of DFW to JAC segment refunded. Reason for this is that customer service was poorly provided, again this has nothing to do with the weather, this is only due to poor customer service and agents didn't utilize all options to ensure their vacation began sooner rather than much later.

8/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: AA vouchers do state anywhere that purchases within 12 days must be made in person, by the person the voucher was issued to. I spent 4 hours today first talking to the call center and then being directed to go to SFO to use the vouchers, only to be told that they could not take them. AA's policy of not holding a ticket online is ridiculous and a huge customer disservice. And the fact that the supervisor I spoke with directed me to go to SFO w/ my parents vouchers led to a huge waste of my time (not to mention gas & parking). Horrible, horrible service from AA. Lastly, the fact that their call center does not take customer complaints is also ridiculous - just creates more work for us consumers when we have an issue.

Desired Settlement: Financial compensation

8/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I made a reservation to travel fro DFW to MEX on the following dates 7-23-2016 through 7-29-2016. When i reveived my confirmation it stated the return date is for 8-1-2016. I called the customer service department and the gentlemam assured me he would make the change at no charge and I would get a confirmation emaill within 2hrs. When i received the email the agent had changed the date to 8-5-2016. I called nack and after 2hrs and a rude supervisor they wanted me to pay 300dls to make the change. This is ridiculous when the fare was for the same price and they have a 24hr change policy at no cost. I want a refund!!!!

Desired Settlement: Refund me!!

8/11/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: On the afternoon of Thursday, 16 June, 2016, I arrived at Terminal 8 of the John F Kennedy International Airport (JFK) in New York City, New York. I was scheduled to take Flight 4195 (American Airlines, operated by Trans States Air as American Eagle), which originally was to depart JFK at 15:25 EDT and arrive at ****** * ******* International Airport (YYZ) in Toronto, Ontario at 17:24 EDT. My reservation number was EVELQT and my ticket number was ************** From Toronto I had a connecting flight with Air Transat, purchased directly from Air Transat, and which was scheduled to depart Toronto that same evening at 20:50 EDT and arrive the following day at Leonardo Da Vinci Airport (FCO) in Rome, which was my final destination. I had planned to spend a nice vacation in the Mediterranean. Unfortunately my plans were ruined due to forces outside of my control which I already described in more detail in a letter that I sent to both AA Headquarters, Customer Relations, Passenger Refunds, the JFK Airport, as well as two BBB offices. I have also submitted my complaint to the FAA/DOT regarding this matter. Since this text field on the website does not allow me to include more than 2000 characters, I really can't fully describe the situation. But suffice to say that due to this cancelled flight, and the fact that American Airlines could not get me on a flight that would get me to Toronto in time to take the second flight, I lost the second flight completely. Does anyone realize that none of these contraventions was my fault? Is the JFK Airport or American Airlines going to reimburse me? Who should be held responsible for the second flight lost?

Desired Settlement: The second flight cost me USD$450, plus the USD$15.00, times two (USD$30.00), for public transportation to and from the airport, I am hereby formally requesting compensation from either American Airlines and/or the JFK Airport in the amount of USD$500.00, which I deem to be fair considering all the trouble that I've had to go through, and the unnecessary/unproductive time that I've had to spend (12 hours in total) as a result of this event, which was not my fault whatsoever, and thus I shouldn't be held responsible to have to pay for it.

8/11/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I booked an international flight for my wife to attend a business retreat. When we booked the flight, we had the inbound flight one day off. We realized it a couple days later and immediate called to make the correction. We had to pay a fee for difference in fair and a fee to change the flight. I had also selected premium seating for her flight. When we made the change, we apparently forfeited the money for the premium seating. American Airlines states the premium seating is non refundable and non transferable. It was not at all clear at the time of booking the flight that the premium seating is forfeited if changes are made. It ended up being a very costly change to make although the tickets prices where the same and the flight is still nearly two months out.

Desired Settlement: We would like to have the premium seating credited to the new flight. We would also ask that as a courtesy for customer loyalty that the change fee be waived.

8/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have purchased tickets to go Paris from Chicago and just received a notice saying the schedule of the flight is changed. Called the service Dept and said no compensation can be done. It is unacceptable as I have to rearrange the hotel and connection flight to accomplish their change.

Desired Settlement: A night of hotel in Paris or mileage credit

8/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 6/24 I was to fly home PHX-BHM with a layover at CLT. There was an "engine malfunction" which delayed our taking off by more than an hour so I missed my connection and had to stay in CLT. The Captain and Flight attendants said AA would be putting us up for the night. This did not happen, I had to pay out of pocket for my room and because they could not book me on another BHM flight until 6pm the next day I had to fly into HSV and get a rental car to drive to Birmingham. I contacted AA beginning on 6/25 to request reimbursement of the unexpected expenses incurred and have yet to receive resolution to all of my issues. They have NOONE I can speak to by phone and they do not respond via email or their web form. I have also reached out via Facebook and Twitter. I have been reimbursed for the hotel stay and they said they would be willing to review the rental car expense which I have sent the invoice for NUMEROUS times beginning on 7/6 when it was requested. It takes a ridiculous amount of time to get any response from them and when they do respond it is not covering all issues for which I am requesting resolution. As requested I completed their online form and called to try to resolve my issues directly with AA first.

Desired Settlement: I feel I should be refunded the 87.22 for the car rental. I would also like a PHONE CALL from someone in the customer relations executive staff with an apology for the communication issues.

8/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: AMERICAN AIRLINE CASE NUMBER******************* I received an email from Erica Beckum on July 7th ( American Airline Central Baggage Resolution Office) stating they would be giving me a settlement of $694.371 AUD ( how they came up with that amount- I would love to know as I spent way more than that). The email requested my banking details which I responded straight back with. I have since sent several e-mails and have never seen the settlement nor have I received any responses back to my email.s

Desired Settlement: I would like American Airlines to compensate for the items I had to buy while they lost my luggage for 7 days.

8/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was traveling on a flight from St. Louis to Laguardia on 3/6/16. Taxi-ing to take off, a large peice of the planes ceiling covering a light fell and hit me in the head. Not only did it hurt me, it scraped my perscription sunglasses on each lenses. The captain actually delayed takeoff, and had to file a report with American Airlines Maintenance. The flight attendant, ***** ****** assured me that my glasses would be replaced if I just called customer service. 15 calls and 10 emails later, no on will reply to me. I just get an automated reply. I have since fixed my glasses as I need them for driving, and am out $388.64.

Desired Settlement: I would like American Airlines to pay for the repair of my glasses.

8/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a non stop flight to RDU. Flight was delayed due to weather conditions, changed twice due to the same issue, which was understandable. We got rebooked for another one after midnight, which ended up being cancelled again and we (my partner and I) were forced to sleep at the airport scared our flight would be changed again to another one with 1 stop at PA, when we had a wedding saturday Morning ( we were already to miss it). We board our flights and our carry ons get checked. Miami flight left late, we still do not have an asnwer as to why, it left 30minutes late. We arrive at PA and turns out our connection flight had left us. Agents flat ou Noone knew where they were. We wait an hour and are told they stayed in PA. Its now Saturday around 6pm. We were 4 hours away from our destination so we had to hire an Uber to drive us there. Uber was $172.00. We called AA and were told bags were in VA, the 1st time. 2nd time, after hours, we called again and were told they had stayed in PA and were hopefully going to arrive that afternoon (Saturday). A third time I called and was offered a $300 voucher per each of us for the issues, bags did not come in until that evening, 9:00 pm and it was only 1 bag. Next bag arrived at 3:30 am.. The day we got back home to Miami, I opened my 1st complaint with AA and they have only offered vouchers, when they had originally had refused to give us any when I asked customer service over the phone plus the agents at the desks. Pretty contradicting I would say. And now that is all they offer. I asked for the full refund and, first they offered $200 (even less than the first time I called, when things had not even gotten as bad) and now they are offering $150 +, totaling $350 per passenger. If I turn around and try to buy another set of tickets for my next trips, which I actually told them that is what I need, for November and February, my money will not be worth the same buying from them.

Desired Settlement: I have only requested a Full refund because, 1: I paid $580+ for a non stop flight ONLY to make it to a wedding I missed. 2: Customer service topped if off, not showing any compassion AT ALL, ignoring us and having us in tears 100% of the time when a change occurred. U-ber and store expenses were not in our plans, As you may know, we had to travel down to the city I was to be staying at, because my friends in Raleigh (where the original flight was destined to) were going to pick us up and we were to ride together. And 3- Not having our bags obviously forced us to buy clothes, and personal items to go by with, while we waited for our bags. I am asking for the full refund plus my Uber charge of $172.00. I have spoken to AA via email in several occasions trying to resolve this matter, reference #s are: ************ and ************* Thank you in advance.

8/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to a mechanical problem with the plane and legality problem with flight crew, there was a significant delay and then flight was rescheduled. Even though AA was at fault, they did not provide hotel or meals. I had to sleep in the airport and contracted Pink Eye, Sinisitis, and back pain.

Desired Settlement: Refund amount of return trip: $400 Reimburse for meals: $20 Reimburse medical expenses: $90

8/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The American Airline mobile application failed twice displaying ERROR! Please retry later. after pressing the Pay with Credit / Debit button. After the second attempt I closed the mobile app and thirty minutes later received an email from American Airline with a confirmation and a charge to my credit card. Since the error message clearly displayed the reservation failed, my partner went into a second party application to secure a seat on the American Airline flight. I spoke to the ticket reservation agent and had correspondence with AA customer relations *** ****************) without desired outcome for a refund. If the AA mobile application worked properly, I wouldn't have purchase airfare from a second party.

Desired Settlement: Get refund for the airfare and the priority seat charges

8/8/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: My wife and I worked relentlessly for nearly a year to save up 50,000 American Airline AAdvantage miles. I used these miles to book a trip for us to Boston, record locator ******* Soon after booking, we found out my wife was pregnant. Great news! We are elated! However, due to a "concern," the doctor advised us not to fly. I contacted American Airlines to request that our flight be cancelled and miles reinstated due to this medical issue. The woman I spoke to first said this would not be a problem, but that she needed to get approval from a supervisor. She placed me on hold. I waited over 45 minutes, and eventually hung up. Since then I have contacted AA by phone 7 times, on Twitter 5 times, and via email over a dozen times. Each time I spend valuable time waiting on hold only to get told that there is a $150 fee to reinstate miles. each time I explain again that I have to cancel the flight due to doctors orders, and each time I go in endless circles. All I am asking for is a little human empathy and understanding, and for the fee to be waived.

Desired Settlement: Please cancel the Boston flight, reinstate our 50,000 miles, and renew our faith in American Airlines.

8/8/2016 Delivery Issues | Read Complaint Details
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Complaint: Delayed suitcase for 5 days and then arrived very severely damaged and torn . Flight number ** **** from Birmingham to Miami on 07/13/2016 operated by American Airlines . My bag was badly damaged and it is not reusable anymore and delayed for 5 days

Desired Settlement: I want to be compensated for the damaged bag and the delay of 5 days where I had to buy things to live The cost is 500 dollars

8/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: In February 2016, I contacted AA in reference to purchasing an airline ticket. Through my research, I discovered that flights were cheaper out of Raleigh, NC oppose to Charlotte NC. I contacted the airline to see if I could take the flight from Raleigh, and just pick up the connecting flight in Charlotte. The CSR stated that there would be no issues with me selecting my flight, and also stated that because I would not be able stopped my checked luggage in Charlotte, that my return flight would need to be from Montego Bay to Charlotte. Fastfoward... I arrive at the airport, and my flight had been cancelled because I did not make the original flight from Raleigh. I was informed that the only recourse would be to either go to Raleigh, pay flight change fee, and rebook the flight, which would result in me arriving to my destination 3 days later than planned or to pay for a new ticket which was $501.00 In result, I paid the difference, and have attempted many times to contact AA in reference to this issue as well as request a refund.

Desired Settlement: I would like a refund of the $533 due to the fact that the customer service agent provided incorrect information that resulted in this error. I would like to have phone records pulled in order to confirm this information. I think it's unfair that customer services agents are allowed to say one thing over the phone, and then it not be honored upon arrival. When speaking with a supervising agent, he stated that this has become an increasing problem because he sees 5-10 of these issues a week. At some point AA needs to take responsibility and better train their associates so people are not out of money and time.

8/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am relocating for work. I booked a flight from TUS to SLC for July 4 to search for a place to live. The details of my job and relocation were not set, so I purchased travel insurance sold on the AA website to protect against unexpected circumstances that might require me to modify my plans. While paying for my flight, the AA website gave me two discrete options: 1) purchase insurance OR 2) be “responsible for all cancellation fees and expenses.” There was even a quote claiming that purchasing insurance is a “smart idea.” I wanted to be a “smart” consumer. I did not want to be responsible for all fees and expenses associated with potential changes in my travel plans. I purchased the insurance. Upon calling potential residences in SLC, I was informed that I would need to visit sooner to find somewhere to live by Aug 1. Because I had opted to purchase travel insurance, I believed this need would be accommodated. (I had made the “smart” and “recommended” decision to not be “responsible for all cancellation fees and expenses.”) However, it soon became clear that the insurance that I was encouraged to purchase along with my flight would not cover the necessary change in my plans. I was held responsible for the fees associated with changing my travel plans ($200). I now understand that my situation does not meet conditions required by ******** My main complaint pertains to the way the insurance is advertised on the AA website. The way the information is presented is misleading and seems intended to deceive people into purchasing insurance. There is no indication on the AA website (where the insurance is sold) that most trip cancellations will not be covered or details regarding the specific circumstances required for a refund. It appears this information is buried to prompt consumers into purchasing insurance that most will not benefit from. American was my preferred airline, but the way they treat loyal customers makes me regretful that I have to rely on their services.

Desired Settlement: I would like a refund for the $200 change fee for my trip.

8/8/2016 Billing/Collection Issues
8/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: In August 2014, I purchased a ticket for my son to travel from Springfield MO and back for $452.20; I had a coupon for $100 so the net price charged to my credit card was $352.20. The outbound flight was to leave on 9/26/14, the day of the air traffic control fire at Chicago O'Hare. All flights were cancelled. When told my son could not travel again until later in October, the American representative who called me to rebook said he would refund my money and I could rebook the flight myself. I ask about the coupon value and he said it too would be refunded. I asked if that value would be available to apply to the replacement booking and he said it would be a cash refund. I rebooked the trip that very day (9/27//14) for travel on October 23, 2014 at the higher cost of $518.20. When the refund was received for the original flight, it was for the net cost of $352.20; eventually I did receive a replacement transportation voucher for $100, good for one year from the issue date (which I was unable to use). What I have been seeking is a cash refund of the voucher so that I could apply it to my out-of-pocket cost of the rebooked flight. The original flight was cancelled due to the fire; it was not something that I cancelled. I rebooked immediately and paid even more that the original flight without complaint about that. But the voucher came too late to apply it to the rebooked flight, so it was of no use to me. I am a longtime American Airlines customer and reward program participant, and I believe I am making a fair request with respect to a cash refund in place of the voucher. I have written letters and contacted customer relations to no avail. This seems to me to be a case of very insensitive customer service.

Desired Settlement: $100 refund

8/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a ticket for my daughter last JUL15. I made the reservation over the phone. The ticket amount was $220.00 and the unaccompanied minor fee of $150.00 plus tax which totaled $380.00 . When I got to the airport for my daughter to travel the agent told me I would have to pay $169.00 for an unaccompanied minor fee. I told him I already paid the fee over the telephone when I initially purchased the ticket earlier that day. He gave me some paper work to fill out and told me it was not annotated and that I had to pay the fee before she could fly. There was no way I could afford to pay that fee again. I am not sure where the disconnect occurred but because of the time hack and circumstances I was under I had to make other arrangements for her to travel. I wrote a complaint to American Airlines after my departure and the response was something to the effect of they were sorry my flight plans did not go according to how I planned. The ticket is non refundable and that it can be within a year. My actual issue of being charged the UA fee twice was never addressed in their response. I recently tried to make travel arrangements for my daughter to fly to my welcome home from being overseas. I used the telephone number furnished to call and use the ticket since it has not quite been a year and the Airline Agent I spoke with told me that her ticket did not exist any longer. Once again due to the sensitive timing and event I had to make other travel arrangements for her.

Desired Settlement: I have tried to use the above reservation twice with this airline and both times there was an issues with executing the travel. The need for her to travel has passed and I would like a refund. Thank you.

8/5/2016 Problems with Product/Service
8/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On July 13th, our flight, Washington DC / ****** was delayed 5+ hours due to mechanical issues. We asked to be rerouted on another flight. They scheduled us on flight ****** to Charlotte with a transfer to ****** to Baltimore. Our two bags originally had the baggage tags of (available upon request). The attendant said he needed to issue new tag numbers so the bags would reroute to Baltimore and they were given tag numbers (available upon request) respectively. The bags are now missing. It is now 48 hours since the bags were originally checked and the airline has not been helpful in locating them. We have called their 800 number several times (**************) as well as contacted the Aviation department at the New Orleans airport whom gave us the direct number to the American Airlines baggage desk there (************** The baggage desk claims that our bags were sent to Washington DC, though the 800 number support line tells us they are still in New Orleans. We are very unsatisfied with their service and would like to file a complaint against the airline, not only for the poor customer service with handling the rerouting of the bags, but for the constant delays we experience with the airline. In February I had a similar experience with the same airline, having American Flight 4036 canceled,, rerouting to two connecting flights, and having the second rerouted flight canceled after eight hours of delays. In that instance I had to pay out of pocket to take a cab to the train station and take a train home. Both then and now it has taken over 14 hours to travel what should have taken 3-4 hours.

Desired Settlement: We would like our bags located and sent to us as soon as possible.

8/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Respected Sir/Madame, My name is ****** ***** My American Airline Advantage # ******* * I had 14700 miles which was expiring soon so I had put a reminder to my self on July 4th 2016 to redeem 500 points to donate so I would get 18 months of extension on remaining points but when I logged in today I noticed that my account shows 0 miles. Can you please look into my request and check what would have happened? Thank you. ****** **** ************

Desired Settlement: I am just looking to get my 14700 miles reinstated.

8/4/2016 Delivery Issues | Read Complaint Details
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Complaint: My family is moving from the East Coast to the West Coast. Myself and two of our kids moved early as I started my job. My husband, middle son and do stayed back to finish up on some things. My husband made a reservation with American two months ago for the three of them to fly back today (7/14). My husband called several times to make sure our dog (who is part of the family) would be ok. American confirmed several times. Today my husband hired someone to take him to the airport with the large dog carrier ($100+), got to the airport earlier, checked in his bags and then at the last minute literally they said 'oh so sorry your dog can't go on this flight'. Now the bags are in SF with valuables, my son and husband are in Philadelphia with our dog and the movers are coming tomorrow and I need to take a day off of work that I don't have. With this entire mess American did not even apologize. I can't even quantify the financial impact. I am also a platinum member who plans to know fly as american as little as possible.

Desired Settlement: They have messed up our lives and all they had to do was tell us in advance they could not take our dog so we could make other arrangements, they are just beyond rude. I want an apology.

8/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: In November 2015, I booked a flight traveling from Charlotte, NC to Frankfurt, Germany for 9 passengers including a lap infant that was due December 2015 through a 3rd party agency. The unborn childs ticket was canceled 2 days later and told to rebook once he was born. In February 2016 after the infants passport was obtained, I contacted AA and they were unable to add the lap infant after several hrs on the phone and passing the buck between the 3rd party and the confirmation airline, the CSR stated that the lap infant could only be added the day of the flight at the ticketing counter. I was a little apprehensive about this and specifically asked if I should cancel my ticket to get it reissued and the response was that this is a common occurrence and to just arrive a little earlier with the entire party to make sure there were no issues. Fast forward to the departing day of the flight, 6/17/16. The entire party arrived to the airport 4hrs before departure time. Upon checking in I was informed that the infant was visible on the reservation but could not be ticketed due to the fact that the taxes and fees were not paid. The representative went and spoke with their supervisor and after 30min of waiting we were told that only the ticketing agent could help with paying the fees. After calling the 3rd party and being told that they had no access to do so we were then told by AA to contact the confirmation airline BA. BA also stated that nothing could be done on their end. After 2.5hrs of trying to resolve the situation we decided to let the rest of our party go on without us. After 3hrs and no resolution in sight we decided to cancel my ticket and get a new one reissued for $4100 which was roughly 4x the original amount when booked in Nov. If I had been told in Feb that it wasn’t a regular occurrence for a lap infant to be added after the fact then I would have not wasted 3hrs at the airport and be out the additional money for the ticket.

Desired Settlement: Refund or vouchers for future travel; had the customer service rep not advised me to wait until day of trip to add infant I would have canceled and reissued my ticket in February. Regardless of how the ticket was booked it was ultimately an American Airlines flight and they should know how their ticketing system operates.

8/4/2016 Problems with Product/Service
8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 10, 2016, my husband passed away. I contacted you on June 14th to inquire about paying a American Airlines AAdvantage credit card bill of my late husband. Your staff informed me that because I was not listed on the card, that they could not discuss anything with me. I told them that I needed to pay the bill and asked how much the bill was. Your staff neglected to tell me that I was not liable to pay the credit card bill of my deceased husband. Instead, in the same conversation, your staff turned around and took the money from me to pay my late husband's credit card bill. Your staff took advantage of me during my pain and loss and profited from my ignorance. I am angry and shocked at how low your staff will go to make a dollar. Once I found out that I was not liable for the bill, I went ahead and requested for a refund and your staff refused. American Airlines, this has to be the lowest, most cruelest action I have ever seen a company take in order to break even. I still want my refund because I am not on the credit card in question and your staff took money from a non- AAdvantage card holder for a deceased person's AAdvantage card holder's account because they knew that I was vulnerable. Please right this wrong immediately!

Desired Settlement: Immediate of my money.

8/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On January 12, 2016, I purchased a round-trip-refundable ticket to Hong Kong, departing from San Francisco for departure on January 16, 2016. The price of the ticket was $8,792.46. Later that day, I purchased a ticket for exchange in the amount of $6,651. The price difference of the two tickets is $2,140.86. My credit card, however, was only credited for $2,070, $70.86 short of what is owed. Since January 2016, I have had two assistants contact American Airlines directly, requesting $70.86 to be refunded or an explanation for the discrepancy. We have been told by various company representatives to contact different departments and have spoken several times both via phone and via e-mail to Reservations, Customer Relations and the Refund Department. Not only was I not refunded the $70.86, but my requests for an explanation as to why the refund was shorted were not acknowledged or answered. Most recently we spoke to ****** of your Customer Relations Department. After several emails with my assistant, ****** advised that I must give written authorization to further discuss the issue with my assistant. After authorization was sent, my assistant received three voice mails from ****** without a call-back number in which to reach her back. On July 13, 2016, ****** wrote that the $70.86 discrepancy was due to US taxes that are non-refundable. My assistant asked for a breakdown of the ticket price/taxes and the refund. ****** then called my assistant, advising us to contact Reservations for further assistance and sent an e-mail advising the same. American Airlines has not provided a refund nor have they provided documentation as to what taxes were not eligible for refund. We have made several good faith efforts directly with American Airlines to amicably resolve the issue, but our efforts have been met with no assistance or resolution.

Desired Settlement: Refund of $70.86 or at minimum documentation as to the original fare and taxes and documentation as to the refund amount and any taxes (itemized) that were not refunded.

8/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We flew from HYD-> SFO back in June, arriving on June 10'th. One of our bags was missing where we completed customs in NYC. We reported to airlines and they suggested to report st destination, SF. We followed their directions. Contacting the customer service number provided on the documentation, we were approved items purchase for 2 days worth. Agent mentioned, we could purchase all the essential items that were in the bag for 2 days and that there is no limit on the $ amount. We have followed those instructions and purchased clothes, sleep wear and undergarments for 2 days, and footwear. All of which were in that missing bag. We filed the missing item report along with expenditure amount. We also submitted receipts as proof of purchase. We then received a letter stating the claim was declined without providing any details for discrepancy. We have tried to reach the agent and airlines numerous times despite of the long hold times to reach an agent. This company has still not provided a response till date. I have to return to India in about 2 weeks and I need the funds before I return

Desired Settlement: Refund charges per approval

8/4/2016 Billing/Collection Issues
8/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am very disappointed and flabbergasted about the events that took place on July 11 with the american airline reps and customer service call center. I flew to LGA on spirit and paid $70.00 for bags so I decided to purchase a one way ticket home on american due to your reputation. On July 11 I went online to purchase my bags and paid $25.00 however when I got there I was told at the airport no bags was paid and this was priority. The website is very confusing because it asked How many bags are you checking in I clicked one and the fee was $25.00. At the ticket desk I had to call reservations to get this cleared up and pay again for bags a total now $50.00. I boarded the 2157 flight and was on the runway for 45-1 hr sitting there due to air traffic. When I arrived in Washington to catch my flight 1947 to Fort lauderdale the flight was already gone and we were now going to have to reroute to charlotte and then fort lauderdale. The time to get home was midnight. This was unacceptable however I am shocked by the lack of empathy your people demonstrated at the ticket desk. I another passenger name who had a son with autism the ticket desk lady stated to him It is what it is and we cant do anything about it. Deal with it. She also was defiant and refused to provide us her name. After thirty minutes passed the flight going to charlotte was also delayed which meant we will miss the connection in charlotte for fort lauderdale. Now I was rerouted to Miami 1 hour away from where I live. I have no ride or anyone who can pick me up. Once I arrived in Miami a little before midnight. I was told by the agent in Washington our bags would be in Miami. I waited for the bag No bag. I drove the 35 minutes to Fort lauderdale and I was told by their baggage claim that my bag was being routed to Miami at 9am 7/12/2016. This meant no clothes no tooth brush or personal hygiene products. But the worst part to this entire situation was the phone call I had around 1:35 am with a supervisor who.

Desired Settlement: My complaint is not finished and I will need to explain in grave detail the rest of my complaint. Also I have no work computer which I placed in the bag I paid for . I never expected this to come from American airline on a domestic flight. At this time it is 7/12/2016 and I have no bags file number *************. I am a independent contractor which means I work on the go. My laptop and other personal accessories are in this bag that I don't have. Not to mention I am missing work day (Can provide schedule) I missed $95.00 exactly for work time. At this time I just called the bag department and was told that bag is not here in Florida yet. This is unacceptable!

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted paperwork to the airline for 2 separate tickets. It's been nearly 3 weeks now. Expedia has asked me to contact American Airlines, because they are holding the money. Ticket Numbers: ************* * *************

Desired Settlement: A full refund of $559.60

8/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Already contacted AA, no response yet (been over 72 hours) My flight was delayed going home last time, but I didn’t complain, it was weather related. However, I am utterly livid right now with how this day transpired. The representatives (American Airline staff --- both at the gate and the stand of “Customer Assistance” ---- I’m not sure how you choose who gets to go there, but they rushed everyone away and most people from what I observed, they walked away even more frustrated than before they spoke to your staff) has been nothing but rude, inconsiderate, and utterly unresponsive. No eye contact, no sympathy, no suggestions, how do you screen your employees? When I contacted customer service, Gina (I believe) was even ruder than the actual people at the airport. I told her I spoke to someone before that offered a voucher (when calling customer service) since they accepted that it was the fault of AA and I should be compensated. She told me she worked there for 18 years and I’m lying to her. I’m a Platinum member and have flown only AA, but I’m close to flying anything else, even Spirit, yes you read it correctly, I rather go to Spirit. I know there is not much that can happen with my flights today, since delays has made me miss two flights so far. Here are the events so far: 1. AA did not inform or update status that JAX – DFW would be delayed, although if you check the airplane that was traveling to JAX, it was majorly delayed 2. When the plane arrived, it sat about 100 feet away from the gate for 20 minutes plus and the image below another 10 minutes, that is a total of at least 30 minutes 3. When the airplane arrived in DFW, the flight left earlier than scheduled. I got to the gate at 4:20PM. Why does it leave early, I know they have the capability to see that my flight just landed. 4. They routed me to B7, minutes later, back to the 1st gate I left when getting into DFW.

Desired Settlement: I am requesting at least a voucher for $500, I think that is the smallest of gesture to offer for ANOTHER day of inconvenience courtesy of American Airline. Through 13 weeks of flights to JAX, I can safely say 50% of my flights have been delayed or cancelled in some form or fashion so far. The airline credit voucher shouldn’t be too much trouble, I’m still flying your airline with the voucher. Don't try to think I am trying to get something for free, I would GLADLY take the time that I lost, the missed appointment for weddings, the time with my fiancee, the much needed sleep, and a long list of intangibles lost.

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AA Flight 2453 Depart: LAX - Los Angeles on Sat 25 Jun 2016 at 07:00AM Arrive: DFW - Dallas/ Fort Worth on Sat 25 Jun 2016 at 12:11PM At 4:30am on 25 Jun 2016 we took an Uber to LAX which cost $39.17. We arrived to LAX at 5am and checked in one bag. The bag fee was $25. The flight was delayed more than an hour, so we had to change to a later flight out of LAX. I went to baggage claims counter to get my bag back, and the attendant told me that the bag would stay in LAX until my later flight. I wanted to make sure so I asked her how she knew that? The female attendant showed me the monitor. In the monitor the bag appeared as “D ACTIVATED”. She explained that it meant that the bag was deactivated when AA Reservations changed my flight. Satisfied with the answer I left it there. At 7:08am we took an Uber back home which cost $48.13. We returned home to wait for our new next day 12am flight out of LAX. The cost of changing our flight at $250 per ticket is $750 total. AA Flight 2194 Depart: LAX - Los Angeles on Sun 26 Jun 2016 at 12:25AM Arrive: BZE - Belize on Sun 26 Jun 2016 at 6:30 AM At about 9pm Saturday, an automated phone call informed us our flight was delayed until 9am Sunday morning. I can only assume American had to repurpose our plane to fix other scheduling issues as some friends of ours were also having issues on other American flights. I also went to Twitter to check on the latest American Airlines buzz and confirmed many other vacation goers were also having like issues. The cost of changing our flight at $250 per ticket is $750 total. On Sunday we checked in for flight AA 2194 non stop to Belize. I went to baggage claim to make sure our bag that stayed at the LAX the day before would make it with us to Belize. To my surprise, the bag had been sent to DFW Dallas. I asked for the bag to be immediately put on a flight to Belize, but I was told it was not possible. The only way to get the bag into Belize was to start a lost baggage claim in Belize. We arrived to Belize on Sunday around 3pm and went straight to baggage claims. The attendant gave us claim *************** We spent $32 in some basic toiletries to replace what we had in the bag. The bag arrived next day around 3pm. The baggage claims agent called us to arrange for delivery to where we stayed. Since we were in Placencia he could only fly it to the airport, and we would take care of picking it up. The cost of the taxi both ways was $30. I originally paid for upgraded seats $241.06. When my flights were changed, my seats didn’t carry over. The cost of one vacation los is hard to estimate, but will settle for $500 per person. Total $1500. In summary: Flight change fees $1500 Flight upgraded seats $241.06 Lost bag fee refund $25 Uber to/from LAX $87.3 Toiletries $32 Taxi in Placencia $30 Lost vacation day $1500

Desired Settlement: My clain is $3415. American Airlines offered $600 in coupons that expire in 1 year.

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Madam/Sir On July 3, my partner and I boarded a plane from SFO to MIA. There was a layover in Dallas airport. When I was landing I turned on my phone; I received a message from AA saying that our flight had been delayed and the new time would be 7:00 pm (flight 0060). We walked to the gate and waited there. At one point, we got hungry and looked for a place to eat. We left the gate and walked to the restaurant. We ate and were back at 6:25, for our flight that was supposed to be leaving at 7. When we got to the gate, we saw that the plane had already left, and the gate looked deserted. Per our ticket, it clearly states we need to be at the gate with either 10-20min to spare. We were in this time frame, which left us dumbfounded as to why the plane would leave earlier than stated. We went to the gate next to this one, and an agent there proceeded to tell us that the captain had decided to leave early because the flight had already been delayed and since there wasn't a full flight he ordered to go ahead and just leave. I was never told up this nor had anyone reached out to us. I have contacted and engaged in mails back and forth with the agent ******** *****. In her emails, she expresses that it is the prerogative of the company to do that when they consider that the plane is ready to go. She mentions that we were supposed to be there and ready to go no matter the time of departure. This is completely unacceptable. They proceeded to put us in the next flight (the last one of the day two hours later) I explained to Mrs. ***** the consequences of missing that flight since I had my elderly mother waiting by herself at Miami International, who was coming from abroad. I requested an upgrade as well as milage points. The only answers I received were copying and pasting of the protocols without acknowledging my requests or giving me a sound logic explanation. Sincerely* *** ***** *****

Desired Settlement: I request to have two upgrades/ milage points of refunds on our flights.

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Booked long distance flights several months ago for travel in Sept 2016. American Airlines decided not to offer that flight anymore and has cancelled the flight without any notification; I only discovered this by reviewing my itinerary recently. New routing and timing is significantly different. Customer service response to this is fly at another time, refund, or "tough luck". Result being that I paid for one service and am going to get another of lesser perceived quality due to poor alternative times. Refund at this point is not an option given that any competing prices have increased dramatically since original booking time.

Desired Settlement: Cover costs of similar flight as per original routing and timing on a different airline or compensation on existing flight with American Airlines.

8/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In reference to document number #************** *************, I was purchasing a one way flight for me and my wife on July 10th, 2016. Said flight left FT. Lauderdale (FL) international Airport (6:10 AM) to ******* International Airport in Connecticut with a connecting flight in Philadelphia. While booking the flight, I noticed that the connecting flight only had upgraded seating available. I did not want to be forced into buying the upgraded seating for the connecting flight so i immediately called to cancel the flight. I was initially told that I would receive a refund in 4-7 business days and the money would be put back onto my credit card. I was also told that I would receive an email confirming this in the morning (07/11/16). When I didn't receive that email I called and was told that there would be no refund and that information given to me initially was false. I was also advised that since my booking of the flight was within 7 days of the flight that I am not entitled to anything.

Desired Settlement: I would like a refund for the following reason: Although the flight was booked within 7 business days of the flight and that is their policy, I should be allowed to cancel a flight. Why? because the initial flight was the price I agreed to, However after booking the initial flight, the connecting flight had no coach seating and only had upgraded seating available for a higher price. I would't have agreed to the first flight if I knew I had to purchase upgraded seating on the connecting flight. Rather than spend more on the flight with no choice but to purchase the upgraded seating I decided to cancel the flight completely. Since doing so, I have filed for a refund through American Airlines, but their customer service has told me that I would not get a refund and that i'm basically out of luck. I cancelled this flight immediately! I don't know why I'm not entitled to a refund since I was unhappy with the connecting flight seating arrangements. Hopefully, this can be resolved

8/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had an AAdvantage account with 224,493 miles as of 12/31/2013, then out of the blue my account was hacked and someone booked mileage tickets on it and I was blamed that I sold miles and they fortified all the miles and closed my account I was screaming and begging for them to resolve it from their end and help me as im a lost customer in this matter, but to no avail. I was being blamed and I lost everything from before, and since jan of 2014 until today I used my citi advantage credit card for another $250,000 that citi transferred miles into my account that never got anywhere

Desired Settlement: I would like to get my account reinstated and deposit back my 224,493 miles and I will prove thru my credit cards statements my charges since then that Citibank sent my info to AA to deposit miles into my account, that would account to approximately 250,000 more miles

8/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I contacted AA on 7/11 after booking a flight EWR-MIA for 9/1 and noticed fraudulent activity on my awards program ******** A ticked was booked in my name for 7/28 which I did not authorize and in my initial 35 minute phone call I was transferred to several representatives and stated that I authorized a purchase for 9/1, not for 7/28. I asked what I could do if the ticket were booked by someone else as recently my wallet was stolen and I had to replace several credit cards and forms of ID. American Airlines is trying to charge $150 to reinstate my own airline miles, and was I "disconnected" when being transferred to the fraud department, after stating that I would be contacting the better business bureau. I then made a phone call to Citi AAdvantage customer service who transferred me back to AA customer service and I spoke to ***** on who after 31 minutes on the phone stated she was unable forward my call to the fraud department, as only supervisors are able to forward call. She stated at call time 31:34 that a supervisor would transfer me, at 48 minutes into the call I was transferred to a supervisor who stated that the "notes" indicate that I authorized the purchase and that she would not forward the concern to the fraud department. After very specifically stating that the only authorized purchase was on 9/1, this supervisor then directly stated that "there is no fraud department, and we can't do anything about it because ticket is in [my] name."

Desired Settlement: I would like the 12,500 miles that were debited from my account to be reinstated. Additionally I would like my AAmiles number changed to avoid fraudulent activity in the future. I'd also like the 2 hours of my time back that I've spent trying to resolve this.

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had to change flight reservation for 16 July to an earlier flight. Got a refund for first reservation ($169.10). Made a second reservation on 22 June that "didn't take" in AA's system. I do have a receipt for the second reservation for $210.69. Today, three weeks later, I got an email from AA stating: "Please call American Airlines at 1 800 433 7300 regarding your upcoming reservation." I had to pay $481.60, more than double the amount of the second reservation (for which I have a receipt), for a new reservation. I spoke with two different customer service representatives who explained that the second reservation was not in their system and since I wasn't issued a ticket or charged for the second reservation there was nothing that can be done. I know it costs more to reserve a flight closer to the departure date. That's why I made the changes almost a month ago. Through no fault of my own, I am now forced to pay the higher cost. It seems unfair. AA claims they have no knowledge of my second reservation but, THEY EMAILED ME so the situation could be rectified. This doesn't make sense. I think the just wanted me to pay the higher price. Please refer to record locator: OLVQPA

Desired Settlement: $271.00 refund, the difference between the second and third reservations.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am very disappointed with the customer service I have received from American Airlines representatives. First my time on my flight was changed over 3 hours which made it impossible for me to catch the flight. I spoke with a supervisor over the phone and I explained to her the importance of the flight due to my grandparent failing health. The representative did not care and stated that I would receive a 185.70 credit per ticket and had a year to use it from the time of purchase. I explained that didn't make sense so I reviewed the policy on refunds. I called back and spoke with an supervisor and expressed my disappointment from the prior representatives. The supervisor I spoke with stated that instead of a refund my flight could be changed to another day. I explained I didn't have any extra money and she stated no problem due to the inconvience. She stated I could leave out July 9 at 4:03pm. I asked if she could call me back in 20 minutes so I could ensure my cousin could pick me up. She stated she would document it in the system and I would have no problem. So I call back and the supervisor representative acts completely lost! Nothing was correctly documented! I'm so disgusted with American Airlines. The stated I would have to pay over $2000.00 to change the day although the airlines inconvienced me and lied to me. Now I will not have the opportunity to tell my grandmother good bye for the last time and my children will not be able to see her. American Airlines should be ashamed for how the have treated me as an unvalued customer. I originally paid $1,115.71 formy airline tickets and due to their error they are wanting me to pay an additional $2,000.00.

Desired Settlement: I would have liked to tell my grandmother goodbye but due to the incompetent and unprofessional representatives and supervisor that's not going to happen. I would like the employees to know their policies and actually properly document the calls. I want a full refund!

7/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I travelled with American Airlines on 6/22/16 flight 2922 to Atlanta. The flight was diverted to Indianapolis where myself and my child were required to spend the night. They wholly unprepared for this as may be expected with unplanned events. 7 hours later in the wrong city, I was forced to make hotel and travel arrangements myself. I contacted American to at a minimum get my hotel and Uber costs refunded as I had no other options as after 2 hours in line an announcement was made that there were no more rooms. I made my case to American via AA Ref************* And was sent a check for hotel only and a $50 credit with American. Obviously the credit is garbage as my request was at a minimum to recover my expenses. If they want me as a passenger again they should know I arrived 17 hours late to my destination causing an additional trip I feel I should be given credit for, however actually only want the roughly $27 of money I paid while trying to get to my destination. I have expressed this without a genuine answer only a copy and paste email.

Desired Settlement: Stated above $27 roughly, you have receipts will settle this. The right thing to do would be also to include a $500 travel voucher if want me continue doing business with you.

7/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/17/16 I received notification late morning that my flight had been canceled by American Airlines due to weather related issues. I immediately checked alternate flight options and contacted them back. It was found that all other airlines were operating on time or with minor delays. My flight was scheduled to depart at 8:15pm that evening. When I contacted customer care, I was advised I was placed on a flight for the following day. I explained to the woman that my wife was having pregnancy complications and that I needed a flight home that evening to which she explained that there weren't any other options. . I checked a flight tracking website and found an alternate flight into Chicago from the same airport and contacted them back. The rep explained there was one more seat left and was in the process of booking it for me, when the line disconnected. I immediately called back and was informed the seat had been given to someone else. I was again told that I had been placed on the flight the following day. I proceeded to book a flight with Southwest out of a different Airport and informed a rep with American Airlines that I would not be on the flight and would like a refund. She advised I would be refunded the airfare as well as the charge for upgrading when I had checked in for the canceled flight. Also also submit a complaint to their customer service dept to which I was also advised a refund would be issued. It has been nearly 3 months, and I have yet to receive a refund and have now paid interest on the charges as they were billed to my credit card. I will also like to mention that my wife was flown flight for life to UW Health in Madison where she was for 28 days, 9 of which they were telling my family that she was not going to make it. After spending the last 2 and a half months in the NICU, my lovely daughter is now home with the rest of our family. They had no interest in assisting at all with any other accommodations other than what worked for them.

Desired Settlement: A refund for the full amount and partial monetary assistance for the expenses I incurred making alternate travel plans to get home. $402.98 for Southwest airfare into Midway from Dallas Love Field $145 for an Uber driver to take me to Milwaukee upon arrival (included a $20 tip for taking me nearly 2 hrs)

7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing to inform you of the horrible experience I had flying your airline from Chicago O’Hare to Columbus on June 26 2016. I landed from Manchester England on time at 3:20 pm and then sat on the runway until after 4:30 because American did not find or clear a gate. I was rushed through Customs and Immigration only to find out that my 5:15 flight 3294 was cancelled. The agent put me on 3210 that was to leave at 7:25pm. She said I should try to fly standby on an earlier flight. After 4 gate changes and a pitiful 12 dollar voucher, my flight was cancelled at 9pm. Almost 6 hours after I landed. The best AA could do was offer a night in a hotel and a flight out the following afternoon. No explanation was given, no weather problems were present in either Columbus or Chicago. This I have confirmed through the FAA weather site and because I was in Chicago all day and my family was waiting for me in Columbus all day and evening. I could not miss the following day of work. I went to get my baggage and was told it would be more than hour before it could be retrieved. Then I was told my bag was sent to Columbus. Further evidence that flights were taking off. I chose to drive from Chicago to Columbus over night and arrive at 4 in the morning.

Desired Settlement: Please reimburse me for the 400$ one way rental from Chicago and the 35$ in gas.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was planning to fly with American Airlines on May 16th, 2016 from Kansas City, MO to Phoenix, AZ. My flight was scheduled to leave at 5:30am. When I arrived to the airport an hour and a half ahead of time, the flight agent at the desk said that the flight was going to leave early due to rain, and cancelled my flight, along with almost 50 other passengers that were scheduled to leave on this flight. They put us all on stand by flights, but told us that all flights were overbooked for the next 2 days and the earliest that we could be guaranteed to leave would be two days from the flight date. My flight number was 907 and confirmation code was ******* I contact the customer service desk, as it showed open flights online for the same day from Kansas City to Phoenix (although the gate agents said everything was overbooked). When I called the customer service department for American Airlines, the woman literally laughed at my situation and said that I could pay her over $1,000 to guarantee a flight home for that date. What kind of customer service representative laughs at their customers for their situation? What I was forced to do, was buy a flight for $550 dollars with another airline to ensure I was able to make it home on Monday, instead of Thursday. The reason I was forced to do this was because American Airlines' gate agent cancelled by flight due to an "early departing flight", which actually was delayed. I was also forced into doing this because your customer service "supervisor" laughed at my situation and asked me to pay $1,000 to guarantee a flight home that day on American Airlines. I attempted to work with American Airlines customer relations department to no avail. The representative advised that she refunded the amount of the original flight (which was around 100 dollars), but I have not received that amount of money. I am requesting a full refund of the ticket I was forced into buying. My American Airlines relations reference code was **************

Desired Settlement: I am requesting a full refund of the flight I was forced to buy with another airlines that amounted to $550. I can provide documentation of this purchase upon request.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was to leave cos on june 21, 2016 to go see my family in ohio due to my mother having a heart attack. My flight was delayed by 5 hours. I was told I would get to dallas that night and get a voucher for a hotel for the night. before we got on the plane they informed us that there would be no vouchers for hotels. I then had them change my flight to the next day since I had a 3 month old and a 4 year old with me. on june 22, 2016 my flight was delayed again for an hour. I almost missed my connecting flight. I made it to the plane just as they were about to close the doors. I lost a full day off my trip and time with my family due to this. Then on june 28th I went to come home to cos and I made it to dallas with no issues. I got on the plane to come to cos from dallas and I gate checked my 3 months old car seat and stroller combo (like I did the flights before). when I got to cos my car seat and stroller were nowhere to be found. they did not put it on the plane. after tracking someone down for over an hour (I got into cos at 11pm) I was able to file a lost bag claim. they let me borrow a carseat but once I got to my car it would not work and I had to have my daughter in my lap. my carseat/stroller ended up in Wisconsin, I got it two days later. I have reached out to AA and told them about the issues, I have made it clear to them I will not fly with them again as this was horrible service. They sent me and my son each a $50 voucher to fly with them again, I have emailed them back many times to see if they will do something different as the two $50 vouchers are useless to me as I will NOT fly with them ever again. They have made it clear that my business is not important and that I am our of luck..

Desired Settlement: I would like a refund. either half of the total cost of our tickets or the full cost of the tickets. We spent $805 total for the tickets and had horrible service and a lost in time with my family due to their horrible service. I had to put my daughters life in danger to make it home due to them losing her carseat and stroller that I gate checked with them in dallas. Two $50 vouchers to fly with them again is not a reasonable compensation as I will NOT fly with them again and have made that clear many times with them.

7/29/2016 Problems with Product/Service
7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My girlfriend and I were flying to Canada with our 10 year old niece. Prior to flying we researched the requirements necessary to enter Canada as our niece did not have a passport. We spoke to AA as well as a representative for Canada Immigration and the US and were told a birth certificate is OK for a 10 year old. When we arrived at the airport, we were given a boarding pass with the words clearly written across it "docs ok" after having reviewed our niece's birth certificate. Nevertheless, when we arrived at the boarding gate, they asked to see our ID's. The supervisor there, ******** ******** decided that a birth certificate is not good to travel with. The reason provided was that "she's never seen one used". We explained that we already checked this out and she's welcome to do the same. We also showed her government websites of both Canada and the US which clearly said a birth certificate is sufficient to travel with. Apparently, being "right" was more important to her than servicing the customer or actually being right and no matter what facts she was presented with, she continued to insist that it wasn't enough to travel. Again, this is despite the fact that we were told previously by American Airlines that it's ok and we already had our boarding pass. We insisted that she look into it further and she called someone in Canada. From the conversation it was clear that they agreed that it was OK to travel with a birth certificate. This wasn't enough for her and she asked them if they would provide their name and sign that it is OK for us to come to Canada. Of course, no one can or will say that. They were only willing to say that a birth certificate is sufficient to travel to Canada but could not make a representation about us specifically. She used this to reinforce her original decision which clearly no facts would change. She then lied to us saying she called her supervisor and being that the flight was delayed, we could still make it. By the time he did, flight left.

Desired Settlement: Flight 1495 Miami to Montreal on 7/7/16 departing at 8:08. Supervising Gate agent is who denied entry. Would like to understand from American Airlines whether they stand by the decision of their representative ******** ******* and if not, I would like a written apology to me by both American Airlines and ********* ******** If Ms. ******* refuses to issue an apology, I would like to know how AA will handle that. I ran out of space in the above complaint but during the discussion in which we were understandably frustrated, my girlfriend questioned her integrity. Her response was "for that insult alone, I wouldn't let you fly". The comment clearly demonstrated what we thought all along. The determination of who belongs on a flight is her own - rules be damned.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I bought 4 tickets for my whole family from SJC to PEK. The Record Locator are ****** and ******. The departure time was 6:14am at Jun 14. I arrived at SJC airport at about 5:10am and was at front of the ticket counter at about 5:35am. The agent behind ticket counter started to check us in. He took about 10 minutes to find my reservations and another 10 minutes to check 2 persons in. At this time, he attempted to check another 2 in, but failed due to cut off time. He helped me to refund all my non-refundable tickets since it's not my fault. Besides this, one of my bag has been gone with the flight. They could not locate my bag and return to me. After I went back to home, I had to buy another 4 tickets for this trip. The new Record Locator are ****** and ****** which departed at Jun 16. There are about $700 price difference between old tickets and new tickets. I've accepted the relay trip and I don't accept to pay the $700 difference.

Desired Settlement: Refund me the price difference $700.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On the 23rd of June I sent a complaint letter to American Airlines discussing the flight they cancelled both in my outbound and return flights, May 31 and June 22. The customer service was terrible and in the later case, the flight was cancelled on Wednesday and I was told that I would not be flown home until FRIDAY and I had to pay for my own hotel. My husband ended up driving 6 hours to pick me up in the middle of the night due to this. AA staff assured me I would be reimbursed for the unused flight. AA has been rude, incompetent and given horrible customer service on these two flights an on my previous flight with them in 2014. I only fly AA when they are the code share airline with British Airways when I fly for work to Africa. They do this terribly. They finally wrote back and gave me a flight voucher - AFTER I TOLD THEM I DID NOT WANT such a voucher as I would not be flying with them again. I have contacted them first, as BBB tells customers to do.

Desired Settlement: Refund of the flight leg that I was unable to use.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had an issue with their membership service. My mileage was expired so they provide a re-engagement program to return the customers for the expired mileage. I confirmed with AA regarding the qualification of re-engagement program before I signed up and paid for the program and purchase the air ticket in order to get my expired mileage back. So I got their respond "qualified" for my trip. Furthermore, I also received email after I paid this program which never mentioned my airline- ****** ******* is not qualified (btw, ****** ******* is their partnership airline). However, after I completed my trip to request my mileage, first of all, they disregard my email. Secondly, their supervisor refused to accept what the previous representative promised. Then, they told me the class of my airline is not qualified at the beginning and then said my airline totally not qualified on this program later. 1. Apply their Credit card without refund the program fee 2. Refund the program fee so they dont returned my expired mileage 3. Take their airline without refund the program fee Briefly, my trip was not recognized by them even though they put ****** ******* is their partnership airline on line. They tried to eat your mileage or give them benefit so they will consider to return your mileage. It really makes me feel they tried to deceive the customers. The way to do the business is pretty ugly.

Desired Settlement: Be honest to the customers. Be clear and to address the qualification; do not tell the different story. Please give my expired mileage and recognized the tip I took.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a flight using AA.com on 6/27 round trip for 6/30. When I arrived at the airport I was able to check in successfully but was later advised that I could not board the plane due to my seat no longer being available. I was then told by the attendant that my payment was deemed fraudulent and that I would have to return to the main desk to purchase another ticket. After an hour of going back and forth between the Airline and my bank it was confirmed that my payment had been received successfully. My bank confirmed that there were no red flags with the payment and had been no requests to reverse the payment. After the information was confirmed I was offered a standby ticket due to my inconvenience. According to the ticket that I purchased I was set to arrive at JFK airport in NY at 11:06 a.m. Due to AA's discrepancies I missed the event that I arrived at 5 p.m. I have made several attempts to contact the airline to determine what happened. I've called their customer service number. I have emailed their customer relations, I have reached out via twitter, I have even gone as far as trying to call their corporate number in Texas to no resolve. The kicker in all of this is that I am now unable to confirm my return ticket.

Desired Settlement: I would like for someone to give me the common courtesy of explaining why I was delayed 6 hours at an airport during what should have been the start of my vacation. I would also like to have my return flight rectified. The service that I paid for was not the service that I receive and as a direct result of being inconvenienced by the airline I encountered additional expenses that I feel I should be compensated for.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have contacted AA multiple times and received no response about the inconvenience that I experienced on 6/28/2016. I was informed by a text from American Airlines at 20:11 on 06/27 that my flight that was scheduled to depart at 06:47 the next morning was cancelled. I called customer service to reschedule and there was no comparable flight from my original departure airport (Springfield, MO). I explained to the AA representative that I needed to reach my destination(FAY, NC) by noon 6/28 to make a work obligation. She told me the earliest I could be to FAY was 1830 if I left from Springfield. Not only that, but Joplin, MO ( the next closest airport - 60 miles away) also had no flight that could meet my needs. Unfortunately, the only flight that AA could offer departed from Tulsa, Ok at 0700 6/28. The distance between Tulsa and Springfield is 167 miles. At this point it is 2045 the night before my newly booked flight from Tulsa. I drove three hours, booked a hotel, paid for gas, and lost sleep. All of which added up to unexpected fees and stress due to the inability of AA to provide a flight to those booked on ****** that is comparable in distance and time.

Desired Settlement: The best outcome at this point is refund for hotel expenses incurred or a flight voucher. My time was already wasted, and that is something I cannot get back.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I flew American from Atlanta to Miami in fine fashion. Once there I had a short lay over and then boarded another American flight 213 to Brasilia on June 18th. The weather had been bad but the storms had past once the plane was loaded the pilot kept informing us that they where having a problem getting a push back crew to the plane. This went on for half hour or so, and then the pilot informed us that the co-pilots time in seat had expired and the flight was canceled. I spent the night on the airport floor, missed all my connecting flights to Fortaleza. Had to spend the night in Brasilia. Total travel time from my house to destination 55 hours. I missed an entire day of my trip and scheduled activities. All because of poor planning on Americans part to risk all on a 30 minute window of eligibility. I reached out to American through their complaint dep. for some compensation for trouble, stress and lost of trip to no avail. Basically their response was to bad so sad. Again the pilot came on intercom and informed us as to why the trip was canceled, weather was not a factor. Respectfully ***** ** ****

Desired Settlement: Some compensation for the inconvenience that could have been avoided with better planning. thank you.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a $1100 ticket round trip from my home to Bogota, returning in time for my wife's birthday July 1st. At checkin on my return trip, I was told by the ticket counter agent that the flight was too overweight to takeoff and they are offering $900 voucher if I fly a later flight, still arriving in time for my wife's birthday on July 1st - I declined because we already had hotel reservations for the weekend. We boarded the plane, it went the runway, the pilot advised us we were too heavy for takeoff and we sat for 30 minutes. He then advised us the pilots were over hours and we needed to go back to the gate and deplane by stairs and bus back to the terminal and told we had a 7 hour delay as they fetched new pilots. This turned into a 9 hour delay as the airline made a mess during the boarding process, forgot to refuel, and didn't have gate agents available for 45 minutes to work the jet bridge. This operational incompetence broke my connections, causing me to miss my wife's birthday, overnight in Miami at my cost, not use our hotel in Chicago at my cost and show complete disregard for my time. American Airlines had a known weight issue as they explained at checkin and the pilots later explained they had a known pilot hours issue with a 30 minute window to take off. Essentially, American Airlines took risks on the passengers time and transportation without appropriate factors of safety and failed. According to flightstats.com, the ****** average delay for the last week is 30 minutes, meaning it was a coin flip as to whether the pilots could fly in the first place, weight issue aside. This is complete incompetence and disregard for the consumers. Why were other pilots or fresher pilots not available? Why were cargo and addition passengers not removed? How is AA not not accountable? The entire plane was denied boarding and flying that morning, and according to DOT rules we are all owed $1300 based on the delay length and international flight

Desired Settlement: AA offered me $900 at checkin because of the known issue, I declined because I was promised and expected a reasonably on time departure as this is the product I had purchased. I contacted AA and they could have cared less. Completely ignored the situation. They have shown complete disregard for consumer rights and passengers time and money. I am demanding AA do the right thing, as follows: 1) Hand written apology letter to each and every passenger, taking responsibility for the issue 2) $1400, the cost of my ticket because I did not receive the product as purchased. I was offered $900 previously under false pretenses, given the hotel costs and time wasted sitting in an airport, this is more than fair.

7/29/2016 Problems with Product/Service
7/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I flew with American Airlines on June 11 from YYZ to LAX. On my journey, I lost a substantial amount of Australian money (cash). I was notified that the cash and some personal documents had been found by their partner Envoy. They took the Australian cash and converted it to USD. I have the receipt proving this, HOWEVER, the money has not been mailed to me on form a cheque as was promised. It has been almost 1 month since American Airlines found my money and will not return it to me. I am currently travelling in Australia and need this money for food and accomodation. The people at Envoy (AA) have stopped answering my emails, and getting through to a "Customer Service" agent, on the telephone is close to impossible. I have sent a customer complaint to AA through their online service and received a response from ******* **** on July 1st (5 days ago). I responded immediately and have not received a resolution. This is MY money, and they have no right to keep it. They converted the cash into USD without my consent and will not return it. The money was found 25 days ago.

Desired Settlement: Return what is rightfully mine. Please send me a cheque with in the full amount that AA has already converted to USD without my consent.

7/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I traveled using American Airline's on July 1st 2016, I had one checked baggage that did not make it to my last destination with me. They said they would deliver it to me in which they did the next day at 435pm July 2nd 2016. I opened my baggage which contained a desktop PC and a monitor. Upon examination I found my monitor to be broken. I have read their conditions of carriage and saw that they do not cover electronics but the thing is that this was blatant abuse of a customers luggage from their employees. I can pretty much tell my bag was stepped on since I lined my bag with temperpedic foam. So when they stepped on it it crush the screen and bent the frame of my PC in. Normal thowing around of baggage would not have caused this. Pressure must have been focused on a single point to cause this amount of damage, like a foot or something. Anyway's I have emailed AA twice now and I have been ignored. The bag is branded with the USMC EGA and it is pretty disrespectful that my baggage was handled so poorly, almost like they didn't care.

Desired Settlement: The replacement of my monitor, I can fix the casing of the PC but the monitor is not repairable with the amount of time I have left on leave from the military. https://www.monitornerds.com/asus-vg248qe-best-144hz-1080p-monitor-2016/

7/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have already filed a complaint with AA and the response was not acceptable. I flew on AA for business purposes; the ticket was purchased by another party. In order to return home a day early, I paid - out of pocket - a $277 fee to change my ticket (I incurred the fee personally; it was not a reimbursable business expense). My new flight, however, was cancelled by the airline for a non-weather-related reason. The reason for the cancellation was not explained to passengers, other than "maintenance". We were told that under the circumstances, AA would normally find hotel rooms for passengers but because of a NASCAR event in Charlotte, hotel rooms were booked up. I spent the night in the airport and was flown home the next day, arriving at essentially the same time I would have gotten there on my original ticket. I am asking AA to refund the $277 fee I paid to change my ticket. There was no explanation given for the flight cancellation other than "maintenance". "Maintenance" is not an acceptable reason for defrauding a person of $277 AND forcing them to spend the night in the airport. A few lucky passengers from the cancelled flight were able to find hotel rooms and AA said they would be reimbursed for hotel expenses. I should be reimbursed for the fee I paid which achieved no benefit what-so-ever and, in fact, resulted in great inconvenience. Record locator was ************** AA Ref#************ I was offered a $200 credit toward another flight, which is of no value to me. I fly only for business purposes. I do not fly for pleasure and the credit will expire unused. I paid AA an additional fee in good faith but AA did not deliver what was promised. At the same time, AA HAS reimbursed other passengers for the cost of hotel rooms. AA's disparity in treatment of different passengers is unacceptable. I was defrauded.

Desired Settlement: Please refund the full $277 I paid. Please either refund my credit card of send me a check.

7/25/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am writing to request a full refund of my reservation #******. This reservation was originally ticketed as a roundtrip on ****** ******* for 110K miles under my mileage account (********* for my wife. When I called to refund this reservation on June 19, I erroneously received only half of the miles – 55K. The agents have erroneously claimed that the other half was refunded back in March of this year. That is absolutely impossible because at the time I called to refund the reservation, it was a fully intact reservation. How could magically 55K miles be refunded on the ticket but the full roundtrip was valid until the date of June 19 when I called in? Also when I called in early June to try to reschedule the entire reservation to a future date the agent had confirmed it was a valid full reservation. I have gone through my records and the last time this reservation ******* was modified was January 5, 2016 when I made a date change to the reservation. Otherwise it was not touched nor did I request modifications to it until June 19 when I refunded. There is no way that it was touched in March 2016 as I did not request it and to my earlier point, no partial refund would be done to a valid roundtrip without disrupting that reservation. I believe what has happened is due to changes to this ticket and others there has been incredible confusion. The refunds of miles that the agents are seeing in March 2016 is due to other reservations – I have the audit trail: ****** (55K miles) was originally ticketed 8/14/2014 and reinstated, ****** (55K miles) that was ticketed 8/25/2015 and reinstated, ****** (55K miles) that was originally ticketed 10/14/2015 and then modified to a first class ticket of 67,5K miles, and finally DYYPFS that was originally ticketed 12/2/14 and refunded in full 67,5K miles. Unfortunately due to all of these above reservations there is severe confusion in believing that ******* was refunded partially in March 2016 when it was not.

Desired Settlement: I have explained all of this above in several phone calls and finally in speaking with a supervisor ******* in Reservations was promised that I would get the additional 55,000 miles back (as I’ve already received 55,000) so my total refund of miles would be 110,000 for *******. However I have yet to get this back as promised by Melanie and it should have already been processed. I am requesting urgent resolution to this issue and appreciate your kind attention and help.

7/25/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: ON MARCH I BOOKED A FAMILY TRIP TO HAWAII THROUGH EXPEDIA FOR JUNE 19-24 FOR $2689.45. I WAS RECEIVING EMAILS THROUGH EXPEDIA STATING THAT MY TRIP IS UP AND COMING, AS A MATTER OF FACT I GOT ONE ON JUNE 17 SAYING THAT MY TRIP IS HERE. NOT THINKING ANYTHING WAS WRONG, WE ARRIVED AT LAX @6AM ON JUNE 19 TO CHECK IN FOR OUR 945 AM FLIGHT ONLY FOR THEM TO TELL ME THAT MY TICKET WAS REFUNDED. I CHECKED AND THEY DID AN UNAUTHORIZED REFUND FOR $638 ON MAY 14. I MADE NO CALLS TO EXPEDIA NOR AMERICAN AIRLINES TO REFUND MY TICKET. THAT WAS AN ERROR ON EITHER EXPEDIA OR AMERICAN AIRLINES PART. SO AT THAT POINT AMERICAN AIRLINES TOLD ME TO CALL EXPEDIA ONLY TO WAIT 2 1/2 HOURS FOR THEM TO TELL ME TO PURCHASE ANOTHER TICKET FOR $1644 ALMOST THREE TIMES THE AMOUNT OF WHAT I ORIGINALLY PAID(681.75) WITH ALL THAT SAID I WAS PUT ON A LATER FLIGHT AT 1135 NOT BEING ACCOMMODATED DUE TO THERE ERROR.WE BOARDED THE PLANE AT 1115AM ONLY TO SIT TILL 1230 UNTIL THE CAPTAIN TOLD US TO DE BOARD THE PLANE BECAUSE IT HAS NOT BEEN CHECKED IN YET. AT THIS POINT WE WERE FED UP AND DECIDED TO CANCEL OUR TRIP. I THEN GO TO AMERICAN AIRLINES CUSTOMER SERVICE DESK TO ENQUIRE FOR A REFUND, THEY TOLD ME NO AND TO CALL EXPEDIA, I THEN CALLED EXPEDIA ONLY TO WAIT ANOTHER 3 1/2 HOURS JUST GET A REFUND FOR MY HOTEL ONLY($687.95). I SPOKE WITH EXPEDIA FOR TOTAL OF 10HRS ONLY TO GET A RUNAROUND WITH EXPEDIA AND AMERICAN AIRLINES ON WHOS TO REFUND ME MY TICKET PURCHASES. SOMEONE MADE AN ERROR AND MY FAMILY HAD TO SUFFER AND NOW WE STILL DON'T HAVE OUR REFUND OF $3007.50. I WAS AT THE AIRPORT ON FATHERS DAY FROM 6AM TO 6PM GETTING THE RUNAROUND NOT TO MENTION MY DAUGHTER CRYING AND WIFE FURIOUS. ONLY THING THAT LEFT FOR HAWAII WAS MY LUGGAGE. I FEEL THAT WHAT HAPPENED TO MY FAMILY EAS WRONG ESPECIALLY WHEN IT WAS THERE FAULT AND NO FAMILY SHOULD HAVE TO GO THROUGH THIS ORDEAL.

Desired Settlement: MY REFUND OF $1363.50 FOR MY WIFE AND DAUGHTERS TICKETS. $1644 FOR THE TICKET I PAID AT THE AMERICAN AIRLINE COUNTER: TOTAL REFUND OF $3007.50

7/25/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Prior to June 19, 2016, we were notified by American Airlines that our flight from Cincinnati/Northern Kentucky Airport (CVG) to Dallas Fort Worth (DFW) was changed from First Class Service to an ERJ regional jet. Not only were we dismayed and shocked at the fact that we weren't going to be able to fly first class from CVG to DFW as previously planned, we were then told that in order to purchase extra leg room and sit in an exit row, I was told that we would have to pay an extra $50.88 per seat to sit in the exit row, for a total of $101.76, which I was forced to pay at the time the ticket was exchanged. , The sole reason for us purchasing first class round-trip airfare from CVG to DFW to OGG is the fact that I'm a disabled veteran who has four artificial implants throughout my body. It's bad enough that we lost our first class seats from CVG to DFW, but to make us pay for additional leg room on top of losing our first class seats is deplorable. We paid $4568.62 for two first class round-trip tickets from CVG to DFW to OGG. Add the additional $101.76 for a grand total of $4670.38, not to mention the 90,000 points lost through my Chase credit card rewards program! We are requesting a refund of the $101.76 we had to pay for additional legroom just to sit in an exit row, and we are also requesting a refund in the difference of first class airfare from CVG to DFW on October 1, 2016. If American Airlines is unable to accommodate our request, then we would ask that American Airlines book us through another airline with the original first class accommodations we were expecting and paid for months ago in advance. Sincerely, Ricky O. .& Pamela E. Osborne

Desired Settlement: Our desire is to be treated fairly by a company that feels it has done nothing wrong in changing our reservations with no compensation for relief!

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am been trying for the last three weeks to get back a refund for luggage fees paid in cash on a cancelled flight. Luggage had to be claimed due the rescheduled flight were the next day at two different airports. The luggage fee had to be paid again. So not only did I (group of 14) have to get hotel rooms, rental cars to go to other airports, pay luggage fees again, the money paid in cash for luggage on the original flight has not been refunded. I tried the day of the cancelled flight to get the money back and the clerk at the desk said you must claim the refund online. I tried to claim the refund online with no success. I called American Airlines and was told to email support. I emailed support and got an auto response that they got the message with no feedback. I waited a week after the email and no correspondence. I called yet again and they told me that it had to resolved via email and not over the phone. This is the second week after the email with no response. I have copies of the cash receipts from CVG for proof of payment. I sent this into to American Airlines with the original email. There were two payments in cash that I need a refund for. One was $185.00 and the other was $175.00. I have tried to call several time and keep being told that my case had to be handled via email. I have emailed and they have not responded. Please assist me in getting my luggage fees back. It was bad enough that they cancelled the flight initially due to mechanical issues and they changed to tower and weather related, so they did not have to cover the extra expense for the overnight stay and car rentals. The entire experience in how this has been handled is just wrong. I am not sure why someone is not able to talk to me via the phone. The agents on the phone state they have limited computer access and that is why is needs to be handled via email. They supposedly have more computer access.

Desired Settlement: Refund of cash luggage payment. The hotel fees and car rentals are another issue.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a flight from JFK to Austin in March for a flight on 06/24/2016. The flight was delayed several times and ultimately canceled. The employees at the airport refused to speak to us or assist in exploring other alternatives and we were left on our own. I had a non-refundable hotel room and paid for transportation to and from the airport. No other alternative flights were offered, and the employees actually said no other flights were leaving to Austin that night (there were several on different airlines). The employees at the terminal told me to call customer service, and customer service told me to speak to employees at the terminal. The end result of this was missing a bachelor party in Austin and being out several hundred dollars on pre-paid expenses. The airline advised the delay was due to not having a flight crew available for our flight. The airline offered a $200 flight voucher which does not properly compensate me for my lost expenses, my ruined weekend or the hassle of dealing with rude and disinterested employees.

Desired Settlement: Since the airline did not have a crew and the cancellation was there fault, i would like my out of pocket expenses to be refunded. If they had canceled the flight earlier, I wouldn't have take cabs to/from the airport and could have tried to cancel my hotel. They canceled the flight extremely late and made both of these impossible.

7/22/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: To Whom It May Concern: I want a refund for an overcharged baggage fee ASAP. On the morning of June 29, 2016, I was told the fee for an additional baggage was $40. This was for my nephew who was travelling to Haiti. When I checked my bank account upon my arrival at home, I noticed instead of the said $40 by the agent, I was charged $83. This is not the way to do business, this is very deceitful. This isn’t the first time American Airlines have overcharged travelers going to Haiti. This deceitful and unfair practice have been going on for way too long and needs to stop, but I hope this was a mistake on the agent's part and wasn't done on purpose. If the matter isn’t resolved by tonight, I will start taking legal action starting first by contacting BBB. Thank you.

Desired Settlement: I want a refund of $43 that was overcharged on my account ASAP.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: A couple weeks ago I bought plane tickets for my daughter and I from American Airlines. 2 charges posted on 5/30 for $506.50 each. My daughter and I flew on 6/15 to Hawaii with said tickets. During the travel one of our flights was cancelled by American (flight 297 from LAX to HNL) and they put us on a united airline flight. When this was done we were told we would not have to pay united for our baggage (we already paid american) Once we got to united, the charged me $460 in baggage (I do have the baggage receipt). I was told to email American customer relations and I would be issued a credit. I have sent several emails to American and they keep sending me generic replies. They have offered me a $150 voucher and 15k advantage miles. I have replied telling them its unacceptable. I understand flights get cancelled and things happen and thats fine. My daughter and I were supposed to travel for 16 hours and ended up traveling 24 hours ( my child is 2 so it was a nightmare) . Also because we got in so late on the united flight the people picking us up couldn't because they had to work at 430 am ( they are army as well as us) and so we had to take a cab ($15.00) to best western (by hawaii airport) and pay $188.00 for a room for the night. I am fine with a voucher but it should be for the amount I am out on at least the baggage not $150 dollars. I have sent several emails and American doesn't reply and when you call they just say you can only contact them via email.

Desired Settlement: I would like to be refunded or given a voucher for the amount I am out of pocket due to Americans cancelled flight which I don't think is asking much

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had an unexpected incident at Miami International airport with a customer service representative from American Airlines in the rebooking area at 8:30 pm in Concord D. I was on stand-by after not being able to make a flight to Raleigh, NC, and I went to rebooking to see if they could assign me a seat. When I asked the airline agent if she could check on the status of my ticket, I tried to explain what happened, but she kept ignoring me. I asked her if she cared about what I was saying, and she said, "I do not care." I then asked her, "Excuse me, what is your name?" She replied, "My name is ****** and you are harassing me." She took the boarding pass out of my hand and said, "I am going to record this as a federal offense that you are harassing me." I asked what I was doing, and she told me that I was preventing her from doing her job. I was shocked to receive such bad treatment from a representative of American Airlines. This event took place on April 11, 2016. My flight number was 956 from Miami to Raleigh. I received a response from American Airlines regarding my complaint on May 23, 2016 from **** ****** Customer Relations, American Airlines. The letter does not address the main issue which is to ensure that nothing was placed on my profile. The Reference number to this request: ************

Desired Settlement: I want to make sure that nothing from American Airlines was put in my profile.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Dear BBB, here is a summary of my 3rd letter to AA, which they have ignored, other than mindless, scripted responses, each was through their computer system & email with attached, supporting docs & proof: My complaint: that American Airlines canceled our flight leaving St. Lucia, stranding us in a foreign country, at the last minute, and made no attempt to get us off of the island, either that day OR the next day, or offer to put me on another airline! AA mentioned they liked to tell their side of the story, but then didnt offer any side of the story, and so I assumed that they must be gathering some response or offer to me, but neither has come i know that you probably see a lot of complaints, especially where people cut their schedules too tight, so that when you have delay them by a few hours, or overnight, they feel entitled, however, American did not offer an alternative flight for OVER 2 days, and the American phone rep said that our best bet was to purchase tickets from a competitor and ask for reimbursement later. We did as instructed, We are now at that point. this is my 3rd attempt on an open & shut case with no resolution so far! AND, although AA caused me a lot of money,. I am willing to accept compensation in the form of a TRAVEL VOUCHER. Also, AA charged me $400 change fee to put me on a flight THAT DID'NT FLY. so also owe me that change fee back. tickets I had to buy: (because a reasonable person cannot be expected to stay stranded in a foreign country for 2+ days waiting for the next offered AA flight): $1,765 minus the refund from AA for half of trip($655) leaves AA owing me $1100. + plus the $400 you charged me to get moved to flight 2295 that didnt fly. leaves us with a total amount of $1,500 Please mail or email me a travel voucher for $1500 as soon as possible. INFO: AA Ref#************ my ticket: 78098745336 ST lucia to RDY, 5/13/16, flight 2295 wifes ticket: *********** ***** *** *** **** ************ :-)

Desired Settlement: AA cost me a net amount of $1500 due to cancelling my flight with no offered alternative. I want a $1500 AA travel voucher immediately.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I talked to two people on the phone and submit a claim online, no one has been able to help me yet. I bought a roundtrip ticket from TPA-DFW for $298. My travel plans have changed and I now will not be taking the flight there only the return. The return ticket when purchased separately is $140, so about 1/2 the price. I am not asking for a credit back. I am forfeiting my seat on the way there for your company to re-sell it to another passenger. I was told to do this I will have to pay a $200 change fee. I am a logical person. The solution proposed which involves me PAYING to allow you to re-sell my seat is not logical. I could understand if the one way fare back was more expensive, but it's considerably less! I'm not willing to provide personal details of why I'm forfeiting my ticket there and under HIPAA that's information I have a right to withhold.

Desired Settlement: Allow me to forfeit the first leg of my one way ticket and keep the return intact without charging me a $200 change fee.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: 3 hour flight turned in to 13 hour nightmare costing me thousands of dollars and missing an irreplacable business meeting. Possibly causing me to loose my job. flight #2248 6/23/16 took 7 hours to get to DFW causing me to miss my flight and had no flights the rest of the night to San Jose where i was going, After hours and hours finally sent me to San Francisco (which is nowhere near San Jose) costing me $138 cab ride. Arrived to my destination at 3:30am when i was supposed to be there at 8pm!!! Staff was completely rude and not helpful whatsoever. Luggage was lost and cost me my entire trip! never been so upset with a airline in my entire life. I have video recordings of the manager and the absurd responses i was getting, also of the staff. All i want is my money back and to be refunded for my cab ride.

Desired Settlement: I would like a full refund for my Flight and $138 for my cab ride. My flight was $540.00 not including baggage

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am a frequent traveler and typically use Delta, southwest , and occasionally frontier airlines. I recently choose American Airlines because it had the best price point. When I arrived to the airport at 6:18am I was told that I had missed the cut off time to check my bags(3 minutes). I was told by an older woman that I would need to go inside and someone would assist me. I asked her if I could put my bags on another flight and still try to make mine. She said I don't know and to proceed inside. After waiting in line for 20-30 minutes my bags were then checked and I was informed that I would be placed on the 11am flight (flight 2437) standby because I would not make my flight. I still had 20 minutes at this point if I rushed thru security but the attendant told me it would not work. The Atlanta airport security took an entire hour to get thru and several people were complaining about missing their flights. By time I made it to the gate, I was 5th in line for Standby and long story short did not make that flight. I asked the attendants in front of me what to do and they were of NO assistance. I then called the customer service line and spoke with a Tonya (qswrta) and her location is INT. She was the FIRST person to truly assist me. She booked me for the 6pm flight (232) and it was a connecting flight (2495) which I wasn't a fan of but I understood the circumstances so I trusted her. I paid the difference to secure my seat and I thought everything was settled. To make matters worse, I then get a phone call saying my flight is delayed and I would miss my connecting flight! How is there issue after issue ? This really bothered me me after Tonya had just put me at ease. I quickly went to the counter and I spoke to two agents at the Counter, ** ******** ** ****** to clarify the status of my flights. They were extremely rude and could solve my problem. I refused to get stuck in a random city and they said well u can always leave tomorrow.

Desired Settlement: I refused to get stuck in a random city and they said well u can always leave tomorrow. As if I wanted to be in the airport all day since 6 am!!!!I then called the hotline again because clearly that is where you can receive some type of service. At this point I was so frazzled I did not get her name but she was able to assist me right away! She informed me that I had a 40 min window to make my connecting flight even with the delay. Finally, some answers !! She even offered to take the later connecting flight at 10, in case 830 was pushing it. As if this wasn't enough, my connecting flight was then delayed for an hour !!! We sat on the ramp for "mechanical issues". Well that makes me feel safe! To top it off, when we landed at 10:45 we were stuck on the ramp for 45 minutes because of traffic to the point where we they sent shuttle buses to pick us all up for the ramp. I chose a 6 am flight because I had a graduation to attend and I missed the entire graduation and the party!!!

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On May 9, 2016 my husband and I purchased an American Airlines, round trip ticket, to travel on June 11, 2016 from Minneapolis/St.Paul to San Jose Costa Rica, with stop in Miami. I had to travel to Lima, Peru on May 12, 2016 and I was schedule to go back to Minnesota on May 31, 2016 however, my 83 year old father was diagnosed with colon cancer and I had to stay in Lima, Peru until June 10, 2016. To make sure I didn't miss my flight on 6/11/16 I traveled to Miami on June 10, 2016 to meet my husband the next day and fly with him from Miami to Costa Rica with my American Airline ticket *************** Horrible was my surprise when I was told my ticket was not longer valid and that I had to buy a new ticket for $1,846.60 + $40.00 for baggage. At that moment I didn't have any other option but to purchase the ticket with my credit card. My family emergency didn't create any problem for American Airlines. I was charge for a ticket I had already purchased again and I didn't have any other option but to purchase the ticket at the arbitrary price American Company demanded of me. The flight I was force to pay twice was not even full. My husband and I had seats 15A and 15C, because the lady in the counter knew there were many seats free. I already contacted ****** *****, American Airlines Customer Relations and my complain number is: AA ***************** but since the airline is in power to do what ever they want my complain is not being solve.

Desired Settlement: I was forced to buy an airplane ticket I had already paid in full. I expect the company to refund $1,886.60 that was charged to me on June 11, 2016, or give me credit for $1,886.60.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On the morning of June 14th, American Airlines informed us via text message that our return flight from Lihue (LIH) airport (Kauai) to Dallas/Fort Worth airport (DFW), with a connection in Los Angeles (LAX), was cancelled and to call them to make alternate arrangements for our party of 4. American arranged a flight using their "sister airline" (agent's language) Hawaiian Airlines, leaving 5 hours later from Lihue to Honolulu (HNL) airport, where we would change planes and take an American Airlines jet to DFW airport. Since I am a Citi Advantage Card member, up to 4 bags are allowed to fly free on American. Had we flown American the entire trip (as originally planned and similar to our flight from the mainland) the $25 per bag fee would have been waived. However, since American booked us on another airline for the initial leg of the return trip, we specifically asked the agent if our baggage benefit would be honored. The agent responded "yes" because Hawaiian Airlines is a "sister airline". However, upon arriving at the Lihue airport, Hawaiian Airlines would not honor the baggage benefit and we were required to pay $100 @ $25 for 4 checked bags. We spoke directly with a Hawaiian Airlines representative in person who denied an allowance. So we filed a request for refund of the $100 from American Airlines on June 16th, followed up with phone calls and a customer complaint to their Customer Relations team, and on June 29, 2016 received a reply *** ***************** from Ana Carter, Customer Relations that denied our request. Her reply indicated that "once your ticket is endorsed to the other airline, all their associated procedures and polices apply to your travel". This was not what we were told by their agent, who booked a flight that caused us to incur an additional $100 cost. While American has offered frequent flyer mileage points as a consideration, we want our $100 compensation paid in U.S. dollars. Mileage points should compensate for inconvenience.

Desired Settlement: We want American Airlines to credit our Citi Advantage card for the $100 baggage fee we were forced to pay Hawaiian Airlines based on their agent's error. Had the agent booked us entirely on an American flight, this would not have been an issue. The baggage fee waiver is a benefit of the Citi Advantage credit card sponsored and promoted by American Airlines. Alternatively, we would accept a $100 check via U.S. mail from American Airlines. We prefer not to receive the compensation in voucher form. Also, for our time and inconvenience disputing this matter, we want American Airlines to compensate the separate accounts of each of the four travelers with 5,000 frequent flyer miles each. We will provide the frequent flyer numbers to American as needed once they agree to our desired outcome.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I'm having an a horrible situation with AA. I have placed a ticket for hold and came to pay for it the next day, when 2 legs of my trip disappeared. When trying to resolve it with AA reservation, spoke with many people that each one has different excuse why not to help me. They canceled my ticket an wanted me to book it from start, when the rate now is double. The tickets were canceled due to a system error on the AA side, but no one is there is trying to make it right. I have to fault for the system errors, but they still want me to pay twice for the same ticket. Hope that someone from AA will read that message and contact me to resolve the issue. The customer service is so bad, it feels like the agent are on a time stopper, trying to finish the call without any effort to help. The main issue is that during the night a segment was canceled (by the system, due to excitance of another oredr), no notice was given to me. The system remove specific legs from the trip without any logic. When I came to book the flight, I couldn't because the legs were missing. No one in AA is making an effort to fix the issue and the suggested me to rebook the flight (now it priced double = $1500 more). Now, my parents that should come for a cruise that is already booked, will have to pay double for their trip, because of system generated error. When placing an order on hold, it should reserve the rates, that is the purpose of placing it on hold. AA doesn't have the 24 cancellation policy as other companies and having the option to place on hold is their alternative. My booking number is ******

Desired Settlement: I'd like AA to place the same ticket for the same rate, I think it is only fair, because there was no my fault or any wrong doing on my side. It was a system issue, they have to take responsibility and fix it.

7/22/2016 Problems with Product/Service
7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Due to unforeseen death, I had to cancel my vacation plans which included airline tickets on American Airlines. I purchased this tickets via CheapOair.com. I purchased the tickets at $1800 USC. When I cancelled my flight today I was informed I would have a credit of approximately $700 or less to,use towards a future flight. Basically loosing $1000-$1100 USC on a cancellation of a flight for four people due to cancellation fees amd flight ticket change fees. I am not a rich man all I a, looking for is Afro American Airlines to waive the ticket exchange/change fee. I have logged a coMPLAINT w the BBB of NYC against CHeapOair and its parent company. I have also called on the phone and made a personal appearance at American Airlines office in Manhattan NY on 48 St asking for help. American Airlines directs me to CheapOAir, CheapO air directs me to American Airlines. Can somebody please help?

Desired Settlement: CheapOair and or American Airlines cancells the ticket change or exchange fee and gives us the full amount of the purchase price to,use for future air travel. Not even a cash refund.)

7/22/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: My wife and I bought airplane tickets to fly from clt to dfw for a few days. A few days after we bought them, we needed to extend our trip. We called the airline to ask them to change our return tickets to a few days later. They informed us that to do that they would have to charge us $200 per ticket and an extra $30 fee per ticket. We are okay with the $30 fee, but $200 per ticket? They aren't losing anything over changing our flights. I'm sure they will have the seats filled up quickly.

Desired Settlement: Exchange our return trip flight without charging us $200 per ticket.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My Mother passed away on October 10th, 2013. I contacted American Airlnes customer relations to have her AAdvantage miles, she had almost 97,000 miles ********* transferred to my AAdvantage account. Customer Relations is telling me that they were expired (of course, SHE DIED AND WE WERE GRIEVING, WE ARE HUMAN BEINGS, NOT ANIMALS) in order to have them reactivated, I had to pay 600 dollars. Who is thinking of transferring their Mother’s miles to her account after she passes away? NOBODY. They should transfer my mom´s huge amount of miles to my account without charging me a fee for it, out of respect! My Mother was the best attorney/judge and an EXCEPTIONAL HUMAN BEING who died unexpectedly while undergoing TAVR (Trans Aortic Valve Replacement), in the operating room, it was a devastating event for me. This is such a ripoff. The AA telephone number is: ************* My email is: *********************

Desired Settlement: Refund 400 dollars

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My first time flying with this airline, and round trip from Harrisburg to Key West was terrible. The original flight I booked, was changed a month before to arrive in Key West at a later time. I selected the earlier flight from Harrisburg, and paid more money to arrive in Key West at 6pm. I did not fight this, figured stuff happens. The flight down to Key West had a 2 hour delay in Miami, in which we were lied to multiple times about departure, and thought it was going to be cancelled. We did not arrive in Key West until 1am. The flight back brought the worst infraction, where the connecting flight from Philadelphia to Harrisburg was cancelled, with no other flights to get us home. The only reason I could think for the cancelled flight, was that there wasn't enough people to make it economic to fly. I was forced to pay 200 dollars out of my own pocket to drive 2 hours home. I have contacted american airlines twice, asking to please pay for my rental car. They will not pay me back for it, and I'm frustrated. I paid 570 dollars to fly round trip, and now had to pay 770 and drive 2 hours. I want my money back, they make enough money to pay me back.

Desired Settlement: Please get my rent a car money of 200 dollars refunded

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Flight AA 2253, BOS to ORD (9:25 AM-11:28 AM) on 11/11/2015 Name: **** ******** ***** AAdvantage Number: 4FB M010 Seat: ** * ****** ******** ****** Aboard American Airlines flight (all carefully documented in attached doc) the only male member of the flight attendant crew purposefully ran into me when my back was turned, grabbed a water bottle out of my hand as I was pouring water (the water bottle seemed to have been left out for passenger self-service as many carriers do), and proceeded to try to pick a fight with me. He demonstrated extreme aggression and hostility and tried to escalate the situation into physical confrontation. I did not take his bait. Instead, I reported the incident at the American Airlines desk once I got off the plane. The kind person immediately called the manager of the flight attendant and I was told I would be called back. I never was. I followed up in writing with American Airlines, alerting them that one of their people tried to pick a fight with me onboard an aircraft. After back and forth by email, a senior executive team member called me and told me that "we are in the business of transportation, we are not a catering service, and this is not a transportation issue." I requested that that be put in writing. It never was. I want a full refund, checked bags included, for the flight costs. I have never heard of a company brushing off a complaint like this. I told American Airlines I would be following up with BBB by email and even sent them my full report.

Desired Settlement: I want a full refund for the flights and the checked bags (176.20+50=226.20) sent by check.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am disgusted with the service i have received from AA. I have been going back and forth with them since April due to a 75$ refund that I was told I would be receiving. However, I have yet to get this refund. I booked a flight from LGA to ATL round trip from April 1,2016 to April 5,2016. I called and spoke with **** on April 3,2016 to move my flight to an earlier flight on April 5,2016. She had said that I could call on April 4,2016 to move my flight to an 8 am and there wouldn't be a charge for it. I called on April 4, 2016 and spoke with a representative named **** who stated that she would have to charge me the 75$ but she would immediately refund me for it. I have called twice now, filed a complaint on AA.com and have yet to get the 75$ that was promised from me. I spoke with ***** and she stated that I should have gotten a refund by now. Where is the 75$? I will NEVER fly with AA again.

Desired Settlement: i would like all of my money back at this point. I have been fighting with you guys for 3 months. If I were to charge interest on this, I would have the total flight back. The flight was terrible, there and back. Horrible experience.

7/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I recently booked travel with American Airlines for a family trip. The total fare was $6400, which included a multi-leg trip for 4 family members -- one leg from Austin to Zurich, and another leg from Barcelona back to Austin. For the Austin to Zurich leg, my wife and my daughter went a week early, and my son and I traveled on a later flight – but we all eventually were to end up in Zurich. My complaint is regarding the leg from Austin to Zurich taken by me and my 15 year old son. The leg from Austin to JFK was on time but the leg from JFK to Zurich was delayed multiple times and then eventually cancelled due to mechanical issues with the plane. When this occurred I was rerouted on a flight that would arrive in Zurich (via London) 11 hours later. I explained to AA that I was planning to drive from Zurich to Annecy, France and that with the new arrival time I would not arrive in time for a non-refundable hotel reservation in Annecy, France. I also explained that if they could re-route me to Geneva (which is less than a 1 hour drive from Annecy) that I could easily make it to my hotel on time. They absolutely refused this request, even though I escalated to management on the call. AA claims that changing the destination city is not allowed under their rules (except for passengers with executive platinum status of course), but I have researched this and I believe they had a legal obligation to take all reasonable measures that to help me avoid the damages caused by the delay. This change of leg was a roughly equivalent flight and they had plenty of open seats on the London to Geneva flight, and therefore this would have been a reasonable action to avoid the damages caused by the delay. But the reservation agent at AA (and their management) simply refused because they wanted me to pay $1200 ($600 each for me and my son) for two last minute one way tickets from London to Geneva. This practice is not consistent with what I have seen at other airlines.

Desired Settlement: I have already addressed this with customer relations at AA, but the offer they have given me is insufficient but is quite consistent with AA’s "F" BBB rating and well known stinginess when it comes to making customers whole for AA’s mistakes. I have requested $1200 in vouchers for the expenses I incurred as a result of the cancelled flight. I think this is very reasonable given that I spent $6400 on the total trip for my family, and this was a major and expensive disruption to my family vacation. I want to be clear that I understand that AA cannot be responsible for all expenses associated with a delay, but given that they did not make a reasonable effort to mitigate those damages with a leg change that would have cost them nothing… I believe they should pay for all of my expenses associated with the cancellation of the original flight. Thanks to the BBB for assisting in this matter.

7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: May 5 2016 I made a purchase for a round trip ticket with American Airlines. At the time of the purchase I was emailed the receipt for the total amount of $892.70. On June 11th I received an email from them saying they had issued a refund to my card ending in 8973. I then looked into the account details and saw a refund for $52.69 on my current statement posted June 5 2016. I then looked into my closed statement May 19, 2016 and see there were two additional charges from American Air in addition to the $892.70. $142.46 and $14.37. I was not aware of these charges and had never received receipts for these charges and was only made aware of these charges when I started looking into the partial refund notice I received. I went into American Airlines website but could not tell what these charges are for. I requested a refund for the $14.37, which it appears they credited back to me as well June 11 2016. There is a remainder of $89.77 (142.46 - 52.69) for these charges that I never received receipt or notice of. In the American Airlines system if I try to request a refund it says partial refund already received (52.69), no further action possible.

Desired Settlement: Please refund remaining $89.77 from American Air *************

7/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I've flown American Airlines over six times, round trip, within the last four months and I've had an issue EVERY TIME I've flown. May it be the flight being delayed, such as the one that I'm on know (record locator ******* which is delayed two hours going back to Atlanta (it was also delayed going to LA) or sitting on the tarmac for 45 minutes because a gate isn't available. My to DCA was delayed on May 20th another two hours. We actually had to deplane after sitting on the flight for 45 minutes. I was given $50 in a voucher, which I tried to use on my trip to LAX and there was no option to enter the code when I was in the payment section. I don't even know how this airline is still in business but I WILL NOT be flying with you all ever again. It's absolutely ridiculous that my boyfriend and I have a running joke of being delayed or sitting on the tarmac after landing on time. But at this point it's just poor business practice. I will pay extra with another airline just to have my time respected and to not have to deal with the headache. Oh and I'm an advantage member (AA Number *******) so please look into my account, if you feel like it, to see how many delays I've had, but I'm sure it may not show how many times I've had to wait for a gate.

Desired Settlement: I want my time to be compensated APPROPRIATELY. A $50 voucher isn't sufficient. I've missed meetings, auditions (which is the reason for some of the flights), I've missed my mothers surgery because I had to deplane and be delayed a total of three hours. I've missed functions that I've paid for and a $50 voucher is just sad. This company has the resources and wherewithal to right their wrongs and I hope to see them make an attempt to properly rectify my issues. If not, it's perfectly fine' I'll just opt for the competition.

7/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchase an American Airlines ticket through their website on 5/26/16 (Ticket #: *************). I used an AA Gift Card to purchase the ticket. On 5/28/16, I attempted to board the flight at AUS. I was told that I would miss my connection at DFW completely and there wasn't another flight out of DFW until the next day. I was told by the ramp agent that I would be given a full refund to my original form of payment if I decided to cancel, because of the circumstances. I wanted to make sure I wasn't taking just the ramp agent's word, and read on their website that their policy is to refund to the original form of payment in the event of a refund being issued. I expected this to be refunded back to my gift card. Instead I was given a "travel voucher" in the correct amount, $525.96. AA's own refund policy listed on their website, at the time of this incident, read (paraphrased): "A refund will be credited back to the original form of payment, except for cash or check." It did not list anything special about a refund to a gift card. You may asked what's the difference between a gift card and this voucher I was issued. The difference is: 1) AA Gift Cards never expire. This voucher is only good for up to a year from issuance. 2) I can use a gift card for anyone on any flight/ I can only use this voucher on myself. What I expected to get in the form of a refund based on their own website is completely different than what I received.

Desired Settlement: Preferred resolution: I want this voucher I was issued cancelled and an AA gift card issued to my in the amount of $525.96 or I would accept more compensation in the form of another voucher.

7/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Originally I booked 3 tickets in August 16, 2015 @ $529.72. On Nov 12, 2015 I called AA and requested a quote for the chance in the departure date. The representative said she found us a scenario where we would only pay a $200 per person change fee ($600 for 3 ticket), but there will be no change in fair. After the call AA sent us a e-receipt for $600 only. (Exchange, Visa ***************** *Ticket Change -12 NOV 15-USD- 600.00) Once I received a credit card bill I noticed a charge of $466.38 per person (instead of $200). Requesting a difference of $799.14 to be credited back (difference between $466.38-$200 x 3). I files for the refund on 12/3/2015 on their website (for all 3 tickets, see below the ticket#s). I called the airlines and sent multiple e-mails to their customer relations department. They keep telling me that they can't process it or too much time passed or you have already taken the trip or only refunds center can process it, etc. I also asked AA multiple times to find the transcript of the call, which they said was impossible. This leaves me with no choice, but to log the issue with you. Thank you for your assistance. AA Ticket #s: ************* ************* *************

7/19/2016 Problems with Product/Service
7/19/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased a ticket for American Airlines online. The ticket I purchased was for Saturday but the ticket I received was for Sunday. I immediately spoke with a representative from American and was told they would cancel the purchase so I would not be charged and I should go and re-book the correct flights. I was charged for the ticket and ended up having to put in a refund request. I was told by a supervisor this request was expedited and would be back in my account within 48 hours. After 4 days this was not the case so I called again. I was then told a full had been processed that morning but it would take 7-10 days. on 6/26 I received an email that a refund had been issued but was not for the full amount. Again I called American and was told it was for the full amount. Upon further investigation they determined they made a mistake and again this would be addressed and corrected within 7-10 days. The original purchase was made on the 10th of June. It is now 17 days latter and no refund has been received. This is for ticket **************

Desired Settlement: I would like a full refund provided in my bank account immediately. I would also like an apology for the poor customer service and aggressive agents. The fact that American has taken 17 days to refund 883.20 and still has not put the money back in my account is not acceptable especially when the issue was a result of their website. They should provide their customers with interest since they seem to hold money that is due to customers for a very extended period of time.

7/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 6/12/2016 My flight from TUS to DFW (Record Locator ******) was cancelled. I purchased upgraded tickets for $79.07 and was only refunded $21.79. On 6/16/2016 I purchased 4 upgraded seats for $173.25 but only used 2 seats; One on 6/13 TUS-DFW and 6/13 DFW -MCO; I found seats for the remainder of the trip. When I called AA they told me I had to submit an email request through the AA website. The site kept giving me an error message regarding the documentation number. When I called the AA 800 number they said I could not talk to anyone; there is no phone number for assistance. When I was flying back from Orlando after changing to free seating I asked a gate agent how to get my refund and she told me it was automatic based on my boarding pass. I want my money refunded now.

Desired Settlement: I want my unused upgrade seats refunded

7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Airlines canceled a leg of a flight and I couldnt get to my destination on time. I had to pay many out of pocket expenses in which all of their customer service agents say you can be reimbursed for. You cant file a claim until your out of the airport and its 24 hours after the occurrence. This is how they avoid helping you with the problem. I am expecting to be reimbursed properly as I had to drive from Los Angeles to San Diego at 2AM in the morning. Total drive time 2 hours and 6 minutes @ 20.00 an hour and 120.03 miles at .54 cents a mile. They paid me 46.00 for that lost leg of the flight which is a ripoff being that they charge 400.00 for that same one way flight. 20X2= $40.00 for drive time and $64.80 for mileage reimbursement=$104.80. We have e-mailed them as they told me that is how you get reimbursed for expenses but no one monitors the email and they hope you just forget about it. The amount that I am requesting is very fair and is what I paid out of pocket including the mileage standard and after hours drive time.

Desired Settlement: I had to drive from Los Angeles to San Diego at 2AM in the morning. Total drive time 2 hours and 6 minutes @ 20.00 an hour and 120.03 miles at .54 cents a mile. $40.00 for drive time and $64.80 for mileage reimbursement=$104.80.

7/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On Saturday, June 25th, I was traveling with my 7 year old granddaughter to WAS-IAD. The flight was scheduled to leave at 8:45am for arrival into IAD at 6:12pm. The flight departure was delayed until 11:58am out of El Paso, TX and did not arrive into DFW until 3pm. In order to get to the airport for an 8:45am flight, I had to awake at 5:30am. Needless to say - the connecting flight to WAS-IAD was missed and I was booked on a flight to WAS-DCA initially scheduled to depart at 4:55pm but did not leave until 6pm. DULY NOTE: My car was parked at WAS-IAD. I left out for Austin, TX on June 18, 2016 from WAS-IAD via Record Locator ****** and onto El Paso through other modes of transportation. Thanks to American Airlines this demon possessed travel day caused extreme hardships on myself, my seven year old granddaughter, a six year old family member and other family members who had to pick me up from WAS-DCA airport @ 10pm and transport me to my home in Haymarket, VA only to take me to WAS-IAD to retrieve my vehicle the next day. SUCH A TRAGEDY LEFT ME IN AN AIRPORT FOR OVER 15 HOURS with a 7 year old and exorbitant expenses. All too often, the airline industry receives their funding in advance - yet consumer often fails to receive the item they paid for. I paid for a trip out of El Paso to WAS-IAD with arrival by 6pm, I didn't get it and I want a full refund.

Desired Settlement: I paid for a trip out of El Paso to WAS-IAD with arrival by 6pm, I didn't get it and I want a full refund. Plus reimbursed for extra parking costs and fuel for travel from a different airport to home and to retrieve my vehicle at WAS-IAD.

7/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I contacted the American Airlines Reservations Department to discuss a discrepancy on a reservation I made on their website. As an American Airlines Executive Card Holder, I, along with my authorized users, are entitled to preferred seating benefits in making reservations. American Airlines is not upholding its end of the contract and is refusing to provide my authorized users with the preferred seating option in their reservation. The staff I spoke to in American Airlines, aside from being rude, insisted they would charge me an additional $900 for the reservation for not flying with my authorized users. I tried reserving the same flight that my authorized users had and was given the preferred seating perks. Clearly, my authorized users were not being provided with the same. I spoke to the supervisor of the Reservations Department of American Airlines, ***** ****, and he indicated that as supervisor at American Airlines he could manipulate the system to work in his favor and if he didn't want certain people to obtain the same perks, they wouldn't be given them.

Desired Settlement: I would like ******** ********* the superior of ***** *****supervisor of the American Airlines Reservations' Department, to contact me and solve this issue A.S.A.P.. In addition, I seek $3000 and a formal apology from ***** **** for his unprofessional style in communicating with loyal American Airlines customers.

7/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: AMERICAN AIRLINES UNFAIR MARKETING PRACTICES WHEN BOOKING FLYS MIAMI-SAN JUAN PUERTO RICO. WE FLY EVERY MONTH TO SAN JUAN AND BUYING THE TICKETS 2-3 MONTH IN ACVANCED BOTH MY WIFE DR. ******* ****** AND MYSELF RETIRED **** ** ******* **. IT HAPPENS THAT EVERY TIME WE BOOK A FLIGHT WITH AA, SEATS ARE BEING ASSIGNED SEPARATED FROM EACH OTHER IN ORTHER TO FORCE US TO PAY FOR UIPGRADE SEATS THAT COST FROM 55.00 AND UP. IT IS AN UNFAIR MARKETING PRECTICES THAT SHOULD BE LOOK INTO. I HAVE OVER 160,000 MILES CREDITED AS AA ADVANTAGE MEMBER YET WE ALWAYS ARE HAVING THESE SEATING ASISGMENT PROBLEMS.

Desired Settlement: WE WISH THAT AMERICAN AIRLINES STOP THIS PRACTICES OF UNFAIR MARKETING OF SEAT ASSIGMENTS.

7/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hi, The Booking No is: ****************** (******** ********* Our original flight is ***** from *** to DFW, and ** **** from DFW to LAX. Due to the flight delay of ****** we are unable to catch the flight ** ***** We already got the boarding pass for ** ***** but the flight departs without us. We immediately contacted the employees from AA airlines, and change the flight to ****** which should be depart at 20:30, but the boarding pass we receive shows we have no seats on the ** ****. We asked the counter 24, they said we should just wait in front of the boarding gate, So, we waited. After about 30 minutes, we asked again about the boarding pass with no seats for us, they said we should wait. After waiting for more than 2hours and 30 minutes and finally we could be boarding, they suddenly told us that we could not get on the plane because we have no seats. That is unbelievable!!!! And there is no flight to LAX tonight so we have to wait in the DFW airport without anywhere to sleep and the hotel in LAX which we have already booked is wasted due to the AA airlines. We asked the AA airlines for help because grandpa and grandma is 70 years old and they need somewhere to sleep and have some rest. But they just said (we are off work now and no services will be provided) And the just left. The worst part is ****** is cancelled. But ****** which departs at 22:17, but no one helps us to change the flight and just told us to wait and wait and wait again. ** **** should be fly at 20:30, and it delayed to 21:10, and it delayed to 22:30. But no one helps us to change flight to ****** which departs on 22:17 And no one helps .They just said they are off work. And the angriest part is you told us to stay the whole night in DFW airport, and still give us another boarding pass with no seat for ******. I talk with the employees for three times and she finally give me boarding pass with seats. We are very unhappy about the problem.

Desired Settlement: the american airlines employees didnt help us. they are off work and just leave us at the DFW international airport which is new to us and we could barely find somewhere to sleep. and we just waited another 7 hours. Grandpa and Grandma are almost 70 years old and no one ever cares. they just give us the boarding pass without the seat NO on it and told us to keep waiting for 2.5 hours and suddenly told us we cannot be on abord because we have no seats . and there will be no airlines until nest morning which will take us to LAX we are helpless because they are off work.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I tried filling a complaint for similar issue (Complaint #* ********)but somehow incomplete complaint got submitted. Please ignore that. Starting over: I travelled to Lafayette, LA on 5/22/2016 and AA misplaced my bags. When I filed the lost bag claim at airport I was told that AA would cover expenses. I called on 5/23, 5/24/, 5/25 and 5/27. On my way back through DFW on 5/27, I even took a risk of missing my connecting flight and spent 45 min with Cusomter Service at DFW; exited the security and went to C18 to pickup my bags like asked to by Customer Service. C18 opened all closets and couldn't find my bag. AA said baggage claim is officially closed because they have now determined "Bags are officially lost and no further search will be conducted to locate your bags". I submitted my expense claims to AA once I got back home. AA finally found my bags after days AA has rejected to reimburse me for any expenses because on the claim form I filled out "No" to the Q: have you filed a claim with AA in the last 5 years I answered it to the best of my memory, and hence I said no. Question #1: If AA is able to look up this info in their DB then why do they ask this question. They are essentially testing their customers memory to then say "customer lied so we won't pay". This is a trick question meant to give them ammunition not to reimburse. Question #2: o you think that as a busy professional, who has been flying mostly exclusively AA for last 6 years, I have nothing else to remember but what airline I filed lost bag claims with if I I did? Honestly, even the agent who declined by claim agreed and thanked me for a nicely formatted, clearly titled expenses that is making his task of reviewing expenses extremely easy. Then later that same day I get denial email and I requested a phone call. So next day he called me and told me the reason This is ridiculous. I have been nothing but honest and he admits to that except that one little question.

Desired Settlement: Answering 1 question incorrectly, unintentionally, should not by any means empower AA to not re-imburse for any expenses resulting due to AA mishandling my bags. It has come down to AA promising to re-imburse expenses, AA taking away all my original receipts, incurring me ton of money due to AA mis handling my bags ! Seriously ?

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I and my wife could not make a flight out of Dallas to Orlando because of an American AirLines issue/fault. (My ticket number: ************* date: dec 31) We were forced to buy tickets from San Antonio to Orlando at extra expense. The original tickets were a gift from my Father-in-law. (AAdvantage number ********We were told we could use the tickets at anytime before Dec 31, 2016. We booked a flight on may 29th to San Antonio from Orlando to return from Dallas to Orlando so we could use our unused tickets for the return leg of a trip. We called in and an AA employee booked the return flight using the old ticket information and we received an email confirmation that we had the refund and the new tickets. Today I checked my AA account online to find out the tickets have been canceled. After being on the phone for four (4!) hours. We find out someone tried to erase most of the information. They will not book the flight based on the refund of the original tickets. They will not refund my father-in-law's flight miles without a $600 charge. (which is approx the cost of two people round trip.)

Desired Settlement: This is what I want. all the miles returned to my father-in-law's account, without any charges or the cash amount for the original tickets. We do NOT want anymore tickets or promises from American Airlines, because we do not wish to fly with them EVER again. We have one set of tickets remaining with AA and we will be very glad once that is over.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I bought tickets for my sister and sister in law with American Airlines for their trip to Italy. I specifically paid extra for each ticket for them to have none stop flights going and coming. Going to Rome everything went fine and smooth. Coming back was the issue. Their flight was set to come back June 24th leaving Rome at 11:20am. My sister and sister in law both checked in 24 hours before the flight, got emailed their boarding pass. When they got to the airport a little bit before 10am they went to just drop off their luggage. When my sister gave the counter attendant their flight info the attendant told them that the flight was booked and boarded that they weren't checking in anyone because the flight had left already. Heres the part that doesn't make sense, the seats were paid for, the seats were assigned, and the seats were checked in 24 hours before. Another point was the flight was scheduled to leave a hour and half from the time they were having this conversation with the attendant. At that point my sister and sister in law not wanting to cause any issues went along and asked what do we do now, so the attendant went and put them on a flight that left around the same exact time as their original flight but stopped in Philadelphia then continued to Chicago ( a cheaper flight). So how does it make sense the attendant couldn't get them on their original flight because of a timing conflict but got time on another flight that was leaving around the same exact time. We didnt get the service we expected from your airlines and what we paid for. I booked (i will provide proof of every confirmation if asked privately) 6 flights with american airlines, including these 2, to travel from June-August for me and various friends and family. I expected better service from this airlines and i will never fly with this airlines again if this situation isn't fixed. Below is the ticket # and the assigned seats. Ticket # ************* Seat 33C Ticket # ************* Seat 33D

Desired Settlement: I would like a partial refund for each ticket. I paid around $400 per ticket to get non stop flights and thats not what i got. I also would like that attendant to get suspended for lying to them and having them put on a flight that got delayed for hours. They were supposed to get to Chicago around 3pm and they didnt land till 10:15 pm.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Doc# ************* All flight were cancelled due to the weather for a trip I planned . I requested a refund for a trip in vain. I've emailed customer relations and called customer service at **************, no resolution. I've been waiting almost a month for my $300.00 refund to my visa and I keep hitting dead ends. This is a simply refund, nothing complicated. So I'm truly not understanding. I pulled up my refund status on-line and it stated " A refund has been previously issued on this document". (Which is not true) ..... and I didn't get my suitcase back for over a week. This has been the worst experience ever,

Desired Settlement: I would like my $300.00 refund immediately and maybe a free roundtrip ticket for my time and aggravation. That would be nice.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My boyfriend and I purchased tickets from Miami to Barcelona on a third party web site. The flight was marketed and sold to us as a Iberia flight. Once we purchased the tickets we saw that the flight would be operated by AA. A week prior to our departure, I called Iberia to upgrade our seats and they redirected me to contact AA. When I spoke to a representative at AA they told me to contact Iberia. In the end, neither representatives at either airlines knew how to go about offering me upgrade options. I went ahead on my own and logged on to my AA online account and simply purchased the "extra leg room" seats for an additional $285. I arrived at the airport 2.5 hours prior to my departure to find out our seats have been changed due to a change in plane. The airlines separated my BF and I and also put us in the very back of the plane in middle seats. My BF is 6"4 and 225 lbs and can barely fit the seat thus the reason we always upgrade to a larger seat. Now he has pains in his knees from being cramped for 9+ hours. On top of everything, I was put in a seat that had a broken remote and TV (I have photos) so a light was shining down on me which I could not turn off and I had no entertainment to watch my entire flight. Also I was placed in a middle of 4 seats. I never sit in this section bc I have a bladder issue and have to use the restroom 1-2 times a hour. So therefore I now have a UTI and kidney pain from having to hold off from using the restroom so much. I did not want to inconvenience the people SLEEPING next to me. For all these reasons we also pay and choose our seats. Lastly, since we were placed at the back of the plane, they ran out of the food of our choice. This was the worst flying experience of both of our lives, so bad that we never want to fly AA again. P

Desired Settlement: We were told that we are being refunded for the seat upgrades but we do not feel that this is enough. If I would have known this was going to happen I would have cancelled this flight and paid more money for a more comfortable flight. We would like to be upgraded to business class for our return flight. Or we would like to be credited a far larger amount.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Long story short, after a series of flight delays, my flight from New York LaGuardia (LGA) to Raleigh-Durham, NC (RDU) was canceled on June 21, 2016. I was rebooked on an American Airlines flight the next morning; however, the airline refused to pay for a hotel for me. I was told that American Airlines is not responsible for issues regarding weather, nor were there any nearby hotels for them to put me up at, anyway. I am a student, and therefore spending nearly $500 for an overnight hotel was out of the question for me. I called three times to voice my concerns about spending the night in LaGuardia. Each time I called, I was dismissed and was told to submit my complaint on an online form. You mean to tell me that American Airlines does not have a person to speak to regarding complaints?! That seems outrageous to me. More to the point: I am angry with the lack of customer care I received that night. I am a 22 year old female traveling alone in a strange airport. I was kicked out of the gate area and was told I had to wait outside the security checkpoint. I spent the night on a chair near the baggage claim, alongside several homeless people. I felt incredibly unsafe and didn't close my eyes for a second. As soon as security opened in the morning, I went through. I am upset that I had to spend money on overpriced airport food to sustain myself. I had to pay for an extra day of parking at my final destination since I was expecting to get in the night prior. I even missed a doctor's appointment scheduled for the next day due to my flight cancellation. Overall, I was very inconvenienced and American Airlines doesn't care!!!

Desired Settlement: I'd like to be reimbursed for the meal and snacks I had to purchase at the LGA airport ($50), the additional day of parking I had to pay for at RDU airport ($12), and I'd like to be reimbursed 30,000 American Airlines miles for my inconvenience.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was booked for a flight (****** from Washington, DC (DCA) to St. Louis, MO (STL) on 6/23 departing at 11:33am and arriving at 12:45pm. The morning of the flight, I was notified that the flight was canceled and that I was booked on a flight the following day (6/24) at 3:30pm, arriving Saint Louis at 4:50pm. This makes me 28 hours late to an important event. When I called American Airlines about it, I was told that there was some sort of problem at one of the airports, and the person on the phone wasn't able to tell which airport even had this problem. However, other passengers were able to be rebooked on flights later the same day, and others earlier than my flight the next day. No other flights were allegedly available to get me there the same day, even with layovers. I asked whether I'd be reimbursed for the flight, and was told that the compensation is that my rebooked flight -- 28 hours late -- is "free" and this is the only compensation. That is ridiculous. If you make someone more than a day late to an event, it's no compensation to call a rebooked flight 28 hours later "free" when I paid for a ticket that would have me arrive on time and did not get anything close. I understand that airport problems happen, and not knowing the nature of it, I don't know if it's American Airline's fault. However, when you cancel a flight, the airline should be responsible for getting the customer to their destination, as close to on time as possible, even if you must pay another airline to do so. Don't make someone 28 hours late, and expect to keep that customer without even refunding the cost of the flight. I expect a full refund on this flight. If that is not forthcoming, do not expect this complaint to be resolved, do not expect me to be a customer again, and do expect me to tell other potential customers to avoid your lousy service.

Desired Settlement: I expect a full refund on canceled flight 4424 on 6/23.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was flying into LAX from Lihuue and we landed on the Tarmac at 10:55 pm. My next flight was set to leave at 11:55 pm so I did not worry. However, at 11:30 pm we were still on the Tarmac, so I walked up to the flight attendant to ask about my connection flight. She told me that the other plane would not wait for us, but they had been notified that we would be late due to this delay. I thanked her and sat back down. When we finally got to the gate, I rushed over to the next gate, which was still open. However, to my surprise, the gate attendee would not let me board as he told me that my seat had already been filled. I showed him my seat assignment and he told me I would be unable to board. Instead, he allowed some other standby individuals to board ahead of us. I was shocked by his lack of acknowledgement towards me. Why were other individuals without assigned seats allowed to board before me? As other individuals were complaining, the gate attendant yelled at us to all "shut up" and "stand back". This treatment towards the customers was shocking. When the supervisor came, I explained to him my predicament and he assured me this was an "operational delay" which is at the fault of American Airlines and I would be compensated accordingly. My rescheduled flight was set to depart the next morning, which I understand because it was late already. However, I had to sleep in the airport and was given a measly $7 voucher for breakfast. Because of this delay I missed my friend's wedding. I submitted a complaint online to figure out some sort of compensation for not only messing up my flight, but allow other individuals to board before me, despite having an assigned seat. When I finally got in touch with the customer relations agent, he said that they could offer me nothing and that he was upset that we could not find a "common ground." How can he expect me to find a common ground when offering me nothing? I hope that BBB can help resolve this dispute.

Desired Settlement: What I really would like is possible refunding for the trip down there. If I knew I would not have been able to make the wedding, I would have flew straight to St. Louis where I headed 2 days later. Why did I have to spend so much money to fly back to not be able to make the wedding? If they would like to figure out some other sort of compensation, that would be okay too.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On June 18th, 2016 on American Airlines flight 1486 from MIA to DCA, I, ****** ********* my husband ***** ********, and our daughters, ******** ******** and ****** ********* were put onto the plane without a pilot, and kept there for 3 hours. We were kept trapped in the plane on which there was no food, and our 8 and 10 year old daughters were hungry—but we were not encouraged to leave the plane to get food, we were just told over and over that the pilots would be coming soon…but after 3 hours they still hadn’t arrived. In addition, the air conditioning was not working well and therefore the airflow on the plane was very poor and it was extremely hot. People were sweating profusely and it was hard to breathe inside the plane. Every half hour they kept giving us uninformative updates. Next, after 3 hours, we were asked to leave the plane, carrying all our luggage. There were terrible lines to make any other arrangements for travel. After 30 minutes, the pilots finally showed up and we re-boarded the plane. We arrived at our destination of DCA at 4am, over 5 hours late (we were supposed to arrive around 11pm). By the time we got to DCA, it was 4am Eastern time; this was 5 hours later than when we had originally been scheduled to arrive in DC (flight 1486 from MIA to DCA should have departed at 8:23pm and should have arrived at 11pm). This whole experience was extremely stressful and it was not a good way to end our vacation. American Airlines offered us nothing in exchange for the horrible experience we endured. I am asking that American Airlines compensate me, ****** ********* ***** ********, ******** ********* and ****** ******** each with 25,000 mileage plus miles due to the horrendous ordeal that we endured because of American Airlines’s negligence regarding flight 1486 on Saturday June 18th, 2016 from MIA to DCA. Here are our AAvantage numbers: ****** ********* ******* ***** ********* ******** ******** ********* ******** ****** ********* *******

Desired Settlement: I am asking that American Airlines compensate me* ****** ********* ***** ********* ******** ********* and ****** ******** each with 25,000 mileage plus miles due to the horrendous ordeal that we endured because of American Airlines’s negligence regarding flight 1486 on Saturday June 18th, 2016 from MIA to DCA. Here are our AAvantage numbers: ****** ********: ******* ***** ********* ******** ******** ********* ******** ****** ********* *******

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was supposed to fly with American Airlines on 6/18/16 from Pensacola to Miami, then continue on from Miami to Seattle. A brief period of inclement weather hit the airport in Pensacola, and our airplane had to be diverted as the airline had not ensured sufficient fuel supplies to alllow us to circle the airport until the plane could land. We were not informed by the pilot that we were making a diversion to another airport, and I initially learned that we were doing so from another passenger that recognized the airport. In defiance of federal regulations, we were not updated on a regular basis by the pilot or the crew of what was occurring in the hours that we spent waiting on the tarmac. We were not provided with water until one of the other passengers complained in spite of the high heat and humidity. We were told that the flight crew was unable to provide us with any information about our connecting flights, and we were not given any instructions about what to do beyond checking the flight board in spite of the fact that our connecting flights were long gone. We were left to wait in a line for between two and three hours to rebook because American Airlines chose not to sufficiently staff their rebooking center despite knowing that large numbers of passengers had missed their connections. We were not offered any food or water; we were refused overnight lodging; and we were not even provided blankets despite staff assurances that we would receive this. I was ifnally rebooked on a flight that would not arrive in Seattle until 15 hours after my originally planned arrival. I spoke with staff at the rebooking center about my checked luggage, and I was reassured that it would be reassigned to my new flights. I arrived in Seattle only to find that my luggage was still in Miami. American Airlines had never forwarded this to the flights to which I was reassigned.

Desired Settlement: In spite of the multiple failures by American Airlines to meet basic standards including federal requirements like updates during diversions and delays, I am only asking for a refund of my 25$ checked baggage fee as the airline failed to re-assign this luggage to my new flights in spite of specific assurances by the American Airlines staff, resulting in an almost 24 hour delay in receiving my luggage beyond the already significant delay in arriving at my final destination. I already contacted American Airlines directly making this same request, but I was told that American Airlines refused to refund my baggage fee. American Airlines did not offer any sort of restitution for what occurred.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: This flight was cancelled so I could not get back to Houston on time. This resulted thousands of dollars extra cost including extra hotel stay and cancellation of business meeting on the next day but American Airlines didn't reimburse me any of these costs.

Desired Settlement: I want some reimbursement for the extra cost

7/15/2016 Delivery Issues | Read Complaint Details
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Complaint: On 5/8/2016 I arrived in Brasilia after over 24 hours in airports and planes. I waited for an hour for my luggage which never arrived on the carousel. I was then told to stand in line to fill out a lost luggage form with at least 50 other people. It took me another 45 minutes to speak to a representative, while my friends were waiting for me outside of customs. The representative told me that many people's luggage was removed from the aircraft because of weight concerns. And because they had never had so many people's belongings left behind, they did not know if it would be 24 hours or several days before it was delivered. I was due to travel to a rural city the following day with a friend but had to stay behind. I spent half of the day shopping so I would have something to wear while I waited. I was contacted the following day and told that it would be delivered sometime before 2:00pm. By that time it would have been too late to travel so I bought a bus ticket for the next day. The ticket was cheap, only $25, but took twice as long to get there and I did not get to spend that time with my friends. Another entire day was basically wasted. Having lost three full days was discouraging and distressing. I'm not wealthy. I saved for a long time to take this trip and passed up on other opportunities so I could utilize my vacation days in Brazil. I won't get to do this again in the forseeable future. I filed a complaint with the corporate customer relations department (** ****************) and also baggage central (Case: ******************* but neither has responded to my letter.

Desired Settlement: I feel like American broke the promise it made to me when I bought my ticket and gave my luggage to their agent. I'd like a refund of my ticket for that reason.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked 2 flights through Expedia. I paid for the flights and when I tried to pick my seats I was rerouted to AA. I was charged $63.80 for seats that I later found out (from an AA rep) were not upgraded seats. I tried to resolve with AA customer service (horrible BTW) and they absolutely refused to refund my $ and said I would have to cancel the entire flight in order to get a refund on the seats. I did this (within an hour of booking)and still no refund. I want my refund ASAP.

Desired Settlement: $63.80

7/15/2016 Problems with Product/Service
7/15/2016 Delivery Issues | Read Complaint Details
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Complaint: Your response indicated that your policy does not cover antiques, in my original email I have stated the your agent at the airport was aware that there was antiques in my luggage, There were no fragile tags available she had made a tag and placed it on the luggage with the heavy tag. I was asked to pay an extra fee for the weight. Your ticket counter agent should have been aware of your policy and advised me. Case: *******************

Desired Settlement: American airlines to pay for the damages

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Complaint: I originally purchased a ticket on May 13th from American Airlines for a departure of June 20th from Sioux Falls, SD Flight* **** connecting in Dallas flight#***** I tried to check-in on their website 24 hours to departure on June 19th. However, I was prompted to check-in at the desk prior to my flight. I arrived at the airport in Sioux Falls 45 min before my flight and was unable to check in on the do-it-yourself screen. I tried multiple times and it didn't let me. So I proceeded to the travel agent ****** to print my boarding pass. ****** refused to help me print my ticket because I had a change flight fee of $200. I explained that was my original flight purchased. I was there before the policy time of 30 minutes . I have proof of a text I sent 45 minutes before my flight to my boyfriend saying she wouldn't help me and wouldn't let me go through security. She handed me a number to call and at this point I was worried I would miss my flight if she wouldn't help me. ****** said she couldn't print my ticket until I called American Airlines and paid. She never offered to try and help me get on the flight that I then ended up missing. That was their last flight out for the night. So I called the number on the slip she gave me and spoke to an agent and she said there shouldn't have been a charge and even made notes on my account that the change fee shouldn't be there. The agent on the phone even spoke to ****** on my cellphone. She handed the phone back and ****** then left the counter and left me there stranded. Therefore, my only choice at that point was to purchase another flight the next morning costing me an additional $390. I felt bullied by the agent that refused to help me. Even the rep on the phone with me didn't understand why the agent representing the airline at the airport wouldn't help me get on the flight I originally bought! She was less than understanding and helpful!!! Despicable!

Desired Settlement: I would like a full refund of the $390 of which I should have not had to pay as well as a refund of my ticket of $251.10 for the entire ordeal. It put me out of work for an additional day. I do not wish to have airline vouchers because I do not wish to ever fly American Airlines again. I want the total amount of $641.10 refunded to me! Worst experience I have ever had with an airline.

7/15/2016 Problems with Product/Service
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Complaint: On Friday June 3rd of 2016, we were scheduled to fly to San Francisco for vacation departing 7:55PM. Our flight was delayed, then we were deplaned, and while awaiting boarding on a different plane at the gate our flight was cancelled. When we were speaking with the representative who handled our ticketing for a flight the next day as there were no remaining flights at this time (12AM), he offered us hotel accommodations and taxi service, which we declined since we lived near the airport and their taxi service would not take us home. We informed the representative that we had hotel arrangements in San Francisco, and that we could use Uber to get home at a less costly rate. We were informed that we could submit the expenses for reimbursement through the website, so we confirmed our hotel reservation to avoid the loss of booking and booked an Uber ride home. After our vacation ended, we attempted to file the reimbursement on the website and could not find the applicable link to do so. We contacted American Airlines by their "contact us" link to find out where to submit the expense, and were told that the company does not reimburse for expenses incurred which was in direct contradiction to the information we acted upon mentioned above. We explained to the responding associate that we were told otherwise and incurred additional expenses based on information provided to us by their representative, and there have been multiple responses since then that did not address the information we received from the ticketing representative and simply denied our request repeatedly. We paid in full for our flight with American Airlines over 4 months in advance of the scheduled flight date, as well as our hotel. Since we acted on the representative's information to confirm our hotel booking, there is now no longer an option for reimbursement from that company.

Desired Settlement: Refund of $298.28 of our ticket fare as reimbursement for expenses of $271 for the hotel room and $27.28 for transportation from the airport that were incurred based on the information provided directly by the associate with American Airlines and could have been otherwise avoided not being given misinformation about their company's practices.

7/15/2016 Delivery Issues | Read Complaint Details
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Complaint: My flight was from Mephis to Dallas******** on Jun 13, then from Dallas to Beijing (****** on Jun 14, 2016 and luggage checking code for this case is PEK *********** Luggage tags are aa************************* I have checked in my luggage on Jun13 and AA reception worker said our luggages will go to Beijing with us. I had a double check with the check in counter on Jun 14 before we get into security in airport, and the lady said there is no problem for the luggage to be on the same flight with us. We still lost our luggages when we arrived in Beijing on Jun 15. But it was just the beginning of the problem your company brought me. I took train from Beijing to back to my home on 15th. Several days later I finally received a phone call from Beijing airport on Jun 20, they said our luggages arrived Beijing. The problem is they cannot transport my luggages to me, because I have 3 cigarette lighters in my luggage. All of these lighters are brand new will sealed box never opened since purchased. Now, my luggages can be transported to me by flight shipment.(In China, no lighter can be taken on to flight by check in luggages or carry on luggagges). I can travel to Beijing again to bring my luggages home, but Amercian Airline don't want to be pay for the cost for me to go to Beijing. All these problems because of AA’s mistake in getting my luggages lost on my way to Beijing. I actually could take my luggages as well as my lighters to back home by train without any problem( there is no problem in taking lighters onto train in China). Now my luggages are still in Beijing airport, but American Airline is not paying my cost for get my luggages back to me. I feel so helpless and don't know where shall I apeal to.

Desired Settlement: get everything in my luggage back to me and pay for the relevant cost.

7/15/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I ordered tickets online and changed ticket via phone so not sure what location to select. I had to change a flight due to a sick parent resulting in the death of that parent. I requested a refund on the change fee from American airlines and after following up 4-5 times have gotten no response. I have sent them a letter from the hospital and a copy of the death cert. Ref# ************

Desired Settlement: I would like to receive a refund for that change fee. Thank you.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I live in Utah and my mom lives in Brazil. As my mom does not speak English I wanted to buy her a direct flight from Brazil to the USA as I was worried that she would get lost in case she had to do a layover. I then bought a ticket from Brazil to LAX. My mom was supposed to fly back to Brazil on Friday (06/17) at 9pm. I drove all the way from Utah to LAX to drop her off and we arrived in LA on Friday around 5pm. When we got to the airport we were told that because of a maintenance problem her flight was changed to 9am on Sat 06/18. The rep gave us a voucher for a hotel and told us that we could not check in at that time. She told us to come back 2 hours before her flight on Sat to check in (7am LA time). We got to the airport 2 hours before and then they told us that the time to check in the bags have passed. I explained to them that we got here when we were told and they told us that it is our responsibility to get here 3 hours before. They were extremely unhelpful and then they told us to go to their main customer assistance to try to check in the bags still. When we got there they only had 2 people at the counter and a waiting line with about 30 people. We explained what happened and asked to talk to someone so she could still get to her flight but the AA rep at the line told us that we had to wait and that there was nothing she could do. We waited for over 90 mins. When we got to the counter they told us it was too late for her to board the flight. They also told us that to change her flight that we would have to pay the difference. I have never had such worse experience with an airline. After talking to a supervisor they changed her flight to go to Miami and then Brazil. I requested a wheelchair for her and when she got to Miami the flight attendant refused to give it to her and told her that she didn't look like someone who needed a wheelchair and she could walk to the gate. She almost got lost in Miami and missed her connecting flight because of that.

Desired Settlement: I want a refund of the ticket and compensation for this nightmare they put us through. She was supposed to be in Brazil on Sat at 1pm (SP time) and only arrived on Sunday at 7:30am (SP time). I was going to drop my mom off on Friday night at LAX and return to Utah as I had to work the next day but I had to stay in LA until Saturday afternoon to resolve all these issues. The ticket was a direct flight originally and at the end she had to do a layover in Miami. She was refused a wheelchair by your employees when, the last time I checked, that is against the law.

7/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: American Airlines owes me $5,000 from my flight to Europe.

Desired Settlement: I would like to be reimbursed $5000.

7/15/2016 Problems with Product/Service
7/15/2016 Problems with Product/Service
7/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On Feb 23 I purchased 2 round trip tickets from Buenos Aires to Miami to travel on Feb 28. On Feb 26 my husband and also ticket holder was hospitalized with congestive heart failure and remained in the hospitals for 1 week. On Feb 27 2 days before departure I called American Airlines and cancelled the tickets. Since then I had called the four times requesting a refund and the Airline had not refunded the tickets. This cancellation was for unforeseen medical reasons and the Airline should refund the total price of the tickets.

Desired Settlement: Refund for $1883.32 price paid for 2 tickets never used.

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines not only failed to deliver the services we paid for, but violated their terms of the carrier contract due to the flight. Myself and my fiancé were subject to abhorrent treatment in which American Airlines violated the contact we entered with them upon purchasing a ticket. They broke the contract on the following accounts: 1. Excessive delays: we were on the tarmac for 2 and one half hours without proper notification and without adequate food and beverage as prescribed by the terms of carrier contract. 2. Not given adequate updates of flight delays. At least twice there was no verbal announcement that the flight time had been changed (5:45PM to 5:50PM and 5:50PM to 6:10PM). Additionally, one other flight change was announced via phone call (5:15PM to 5:45PM). I don’t have a reliable cell phone and should not be expected to have one. 3. American Airlines gave us tickets for a booked Air Canada flight as compensation, for which we were almost put on stand-by instead of being routed onto the next best possible flight. We have attempted to solve the issue with American airlines on our own and we are NOT satisfied with the result (AA Ref#*************. The email we received in order to resolve the matter is insulting and in no way covers the damages we experienced as a result of AA breaking their contract with us. We are appealing to the BBB, of which American Airlines is not an accredited business, in an attempt to use another means of mediation to this conflict.

Desired Settlement: AA has offered only my finacé a $100 travel credit for his next flight. AA has not reached out to me and has chosen to only offer him a credit. In order to settle the matter at hand, the matter being AA violating and breaking their carrier contract, I would request a refund of the full amount of the ticket paid ($255.00) as well as $500 in the form of either American dollars or travel credit with AA. I have already made it clear to AA that this is the desired outcome, however, instead of reimbursing the full ticket they only addressed my fiancé, not me, the one who paid for the ticket. As an AA GOLD MEMBER I feel cheated and disrespected by the company. My desired outcome has been stated.

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I tried calling and was told I had to email AA, which I have done. AA couldn't determine how many people were on our flight leaving Tampa yesterday (1920) so we left over an hour late, causing us to miss our connecting flight (1862). They managed to book 5 of the 6 of us and assured us my mom (the 6th) would get on the plane and was not on standby. This was not the case - the flight was overbooked. The agents at the gate were very rude, and when we asked to switch someone in our party so my mom - who has health issues - could get on the plane, we were told no and if we didnt like it we could go find a Supervisor. The Supervisor was willing to do it and seemed surprised the agents didn't. My mother cried in fear she would be left in a strange city. At one point I went up to talk to them and one woman looked at me and said "Oh boy" with an eyeroll and just kept saying she couldn't help me and to go sit and wait to be called. They finally called her up as the flight was boarding (having the seats switched already after talking to a Supervisor). No apology from ANYONE, no empathy from ANYONE, total disrespect. We paid almost $3k to fly this airline. I booked the flight and then had to buy seats on every flight to ensure we flew. I called this morning and was told the only way I can file a complaint is to email, which I did. I am horrified by how they treated paying customers. I will never fly American Airlines again.

Desired Settlement: I would like to be refunded for all of the charges I paid to book seats on each 4 of the flights (two going to FL and two coming home). I would also like some sort of refund on the cost of the tickets from Charlotte to Phoenix for the ordeal we went through to get home when the problem was all on American Airline's part. AA confirmation numbers ******* ******* *******

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Our flight was delayed for about 4 hours. 3 of which we spent on the runway and ended up back at the gate. The pilot got on the intercom several times saying that it was due to maintenance, weather, and he even said the walkway was broken. We were told via loud system after 2 hrs that we could get off the plane but that there were no flights that night AND the next day. Also, if we got off the plane to talk to a gate agent, we could not get back on because the system was down and it becomes a security issue. We were also told if we stayed on the flight, once we get to Charlotte then there's no connecting flight. They also said that each one of us would need to contact the 1800 number. The flight steward comes down the aisle saying "ok people, this is what it is____." And attempts to explain but it wasn't clear. I asked more questions and she was extremely rude. Rolling her eyes etc. I asked if they could get someone else on the plane to talk to the passengers and she said no. Finally, at 10:40 after spending 40 minutes on the phone with AA's customer care and speaking to a gate agent, my friend and I were able to get a hotel for the night and a flight out the next morning. We lost sleep, patience, dinner, respect, missed our flight, were grumpy with each other and embarrassed by the flight stewardess. We would like to be compensated for all of our trouble. We should have been home by now. We did not receive 1 apology from anybody that was working. All the crew members acted as if this was normal and seemed unbothered and unwilling to accommodate frustrated passengers. This is not okay and we will never fly American Airlines again if this is not corrected. We will also be posting our complaint with the BBB and on airline review sites. Please advise.

Desired Settlement: I would like for me and a friend on the flight to be contacted and compensated for our extremely long delay. It cost us a lot of money and time and frustration at the expense of the airline.

7/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had flights delayed. Then switched to another flight. Then come to find out the flight we were switched to was later then discussed when we switched. We had been at the airport for 4 hours with children bounced around from flight to flight. I have no desire to ever ever ever fly with american air. We have been delayed , mislead about changes and finally when i tried to file complaint online with aa. I got a convenient "we are having issues with our website" notice. They dont care in general. I wish to never deal with them ever again. So disgusted with thier dealings.

Desired Settlement: I lost a whole day and a horrible experience with my children. I want them to reimburs for lost time and make it right. Anyone who has traveled with kids knows how much stress that is. They dont even want to fly again because of the wait.

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Sir/Ma'am I was a passenger on AA flight 287 to Honolulu June 17. I paid for a seat upgrade to 12C. The plane was not full and I did not have anyone behind me or seated with me in the row I was assigned to. After the flight departed and was in the air for approximately 1 hour a white family of four changed seats to the seats directly behind me. Two teens were seated behind me. To ensure I had a peaceful flight I asked ( button) for the attendant and asked if passengers were allowed to change seats in flight. I was told that they were not and the attendant ( short blonde hair) then I asked if I could move to first class and she said no but offered to buy me a drink because the family moved due to a baby in the back with a dirty diaper . I declined the drink. After the teen boy behind me inadvertently moved/ hit my seat I requested to be moved. I left my seat and approached the attendant ( oriental Asian) in first class to ask if I could move as no other attendants were around. She indicated I could not I had to stay within the cabin I was assigned or move toward the back. Then another attendant confirmed I paid for the upgrade and could be reseated within the main cabin a row or two ahead of my assigned seat. I returned to my seat and then After the teen boy behind me inadvertently moved/ hit the back of my seat I pushed the attendant button and no one came. After 15 minutes I left my seat and approached the same oriental attendant in first class I let her know I wanted to move and she said "go ahead" but there was a passenger on both sides stretched horizontally across three seats. So when the other attendant approached I asked if she or I could wake them up so I could sit there the attendant (short blonde) answered no. When I questioned the right to move as others moved with no issue the same attendant stated "go ahead do what you want." So I quietly moved to seat 10 on the right side to an aisle seat without waking anyone. Then approximately 15 minutes later another flight attendant approached me and asked why I moved to seat 10 when everyone was sleeping? I explained that my seat was being intermittently hit from the back and that I was told I could move. The stewardess stated she didn't say I could move and I stated I wasn't told I needed her approval. She left and did not return. The flight continued without incident. I do not understand why a white family was allowed to change seats with no issue while I was questioned and harassed by the stewardesses for the exact same request. This is the worst treatment I ever received on a AA flight . I am requesting a refund a formal apology and disciplinary actions against the flight attendants. I will be seeking a civil suit for the embarrassment and humiliation as a paid customers.

Desired Settlement: Refund, Apology, disciplinary action for the flight attendants

7/11/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: We have already filed a complaint with American Airlines. I purchased 2 of the round trips tickets for my husband and myself for a total of $857.40 from Philadelphia to Las Vegas with a layover in Phoenix AZ. Our tour began in Phoenix, therefore, we wanted to end or flight in Phoenix and have our luggage taken off the plane(even though the flight continued on to Las Vegas) , So, I called American Airlines Baggage directly a few days before our trip to find out if there would be any problems or issues with having our bag taken off the plane in Phoenix (they need to listen to that recorded message) I was told "ALL WE NEED TO DO IS LET THE BAGGAGE ATTENDANT KNOW WHEN WE CHECK OUR BAG, TO HAVE THEM TAG IT TO BE TAKEN OFF THE FLIGHT IN PHOENIX. So, when we get to Philadelphia airport we are told by American Airlines that they will not remove our bag in Phoenix without a charge, we asked to talk to a manager and she told us "there would be a $200.00 charge to have our bag taken off the flight". When we talked to the baggage attendant she told us it would be over $500.00 per person to have 1 bag taken off the flight when we got to Phoenix. THE TOTAL WAS $1,107.00 FOR 2 OF US, TO KEEP US ON THE SAME AIRPLANE, CHANGE OUR SEATS FROM WHAT WE HAD ORIGINALLY SELECTED AND TO HAVE OUR 1 BAG TAKEN OFF THE FLIGHT IN PHOENIX (THIS IS TOTALLY ABSURD!!). Now this round trip flight for 2 people was costing us $1,964.40, but what choice did we have at this point if we wanted to continue our vacation!! We are asking American Airlines to please reimburse the amount of $1,107.00 that they overcharged us just to have 1 bag removed from Flight AA 707 on 05/15/16 when we arrived in Phoenix. If you need any further information, please contact me at **************** We have this charge on hold on our credit card at this time.

Desired Settlement: Our desired outcome is to have American Airlines dismiss the 2nd charge of $1,107. just because we had 1 bag checked that needed to be removed when we arrived in Phoenix!!(our credit card has this charge on hold due to the discrepancy), We had already purchased, our flight at a cost of $857.40 and I was told by American Airlines Baggage department on the phone a few days prior to our trip that we only needed to tell them at the counter when we were checking in our 1 bag that it needed to be taken off the plane in Phoenix!!

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hello, The following correspondence I sent numberous times to American Airlines details my complaint: To whom it may concern, This is getting really frustrating. I have been in touch with refunds and they don't seem to understand my issue and you don't have a phone number for customer relations or refunds that can be called. This would be my 5th email I have sent regarding the issue without any resolution I am owed $214.95 from a cancelled ticket that I rebooked ticket # ************** The total cost of the original ticket was $787.65. The ticket I rebooked cost $492.09 with a rebooking fee of $153 for a total of $572.70. Record locator # VWZK0W. I was told I would be sent a voucher in the mail for this refund in the amount of $214.95. I still haven't received it. I booked this flight over the phone with a live operator. When I went on line she hadn’t confirmed my seats and the only seats I could select were preferred seating. I was given no choice so I should be refunded the $46.13 for this. The next day I Had to make a slight change to the itinerary and when I went on to check she hadn’t confirmed my seats again and I had to choose preferred seats again in the amount of $36.53. In total I am owed $297.61. I explained all of this in an 2 emails to refunds and they came back with something that didn't make any sense and now they won't respond to my emails. I mentioned in the last email correspondence to them as well as you that I will be contacting the BBB if I do not receive my refund. I will be sending the information in this email to the Better Business Bureau today as well as letting them know that you do not even have a number you can call for customer relations issues.

Desired Settlement: Refund my money and apologize in some manner for the appalling level of customer service. Thank you for your help

7/11/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: American Airlines ?Attention: Passenger Refunds ?**** ** *** ****** ***** ********* ** ***** ? ticket number/record locator ****** ? mailing address **** ***** ***** *** Richardson, TX. ***** ? Flight numbers Flight * **** and Flight ***** * origin and destination cities Dallas Ft. Worth - LAX - Hawaii ? dates of travel Tues. June 14, 2016 I scheduled a trip to Hawaii, departing on Tuesday, June 14th 2016. I left Dallas Ft. Worth and when I got to LAX for my connecting flight to Honolulu, the plane broke down and the flight was cancelled. I immediately called American Airlines while I was stuck in LAX and talked to Sarah at customer service with agent ID number ILO who said she was on a recorded line. I told her the situation and she said, "We will credit the full amount of $1214.50 back to your credit card within 2 - 4 weeks." Sarah also reassured me the charge on my credit card for my trip back to Dallas on flight ***** scheduled to leave at 7:45 pm that evening would not be charged $155.10. My credit card was charged to get back to Dallas. I opened up my email this morning only to see a voucher for the $1214.50 to be used within one year of today. Really!?? That was not the agreement I was promised by your ticketing agent. I want my full refund back to my credit card. I did not agree nor do I want a voucher. I have called four different people at American and no one can help me. They keep giving me the run around. I expect this to be taken care of immediately. Both the $1214.50 cancelled flight to Hawaii and $155.10 charge for my flight back to Dallas because of the futile trip* ******** ****** **** ***** ***** ** *********** *** ***** ****** ************

Desired Settlement: for the full amount of both $1214.50 and $155.10 be be credited back to my credit card.

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I paid for a hotel reservation via Amer Airlines at Quality Inn, Dallas Texas for myself and my daughter (two double beds) . Our flight was late and we arrived at 1:30am only to find out there was no double room non-smoking available - only a single bed SMOKING room. As a breast cancer survivor sleeping in that SMOKE FILLED room would have adversely affected my health and the single bed was unacceptable for two adults. We followed the instruction on the voucher and called customer service who said they don't guarantee your reservation preferences. Had I been made aware of this policy prior to making the reservation, I would not have used American Airlines vacations. It is the equivalent of paying for a seat on a flight only to be told we overbooked and there is no seat for you. We had to find another hotel for the night at 2:30am at DFW airport. I filed a complaint which they declined based upon their cancellation policy but we did not cancel the reservation. Nowhere on the voucher receipt is printed the refund/cancellation policy nor information stating they do not guarantee your reservation. Under the Consumer Rights and Responsibility Act – I have a right to be informed at the time of the sale of the refund /cancellation policy. No where is it printed on the voucher and I did not receive it via the email sent with the voucher. We did not cancel our reservation. Our flight was delayed due to weather and we arrived at 1:30 am at DFW and in good faith went to the hotel to check in only to be told there is no room available for two adults - only the single bed SMOKING room.

Desired Settlement: I want a refund of my $52.80 because we had to go back the airport at 2:30am and find another room for the night. Because NASCAR was in town it was very difficult to find a hotel room but we did locate a room around 3:45am at LaQuinta Inn NON-SMOKING two double beds that cost us $109.00.

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: AA Ref#************ On 4/16/16 I failed to board AA **** after the FA would not let me board with my carry-on. AA failed to address my concerns that: 1) Valet check offers no receipt that a bag has been taken my AA employees, leaving no recourse if bag goes missing. 2) The gate agent for AA **** only stated, "You have to decide now, are you going to get on the plane or not." I stated, "I guess I'll see if there is a later flight that I can bring my carry-on bag aboard." AA agents did not make me aware that I would not be accommodated on a later flight. 3) My bag was indeed small enough to fit in the overhead bin (I had traveled on the same aircraft from ORD to RIC). 4) The valet check process is clearly flawed as my valet checked bag from ORD to RIC ended up at the baggage carousel. If this happened on my return flight I would miss my connection.

Desired Settlement: $271 I paid Alaska Air to rebook with them the next day $100 for gas (my sister drove to RIC to pick me up, then to IAD the next day) ----------- $371 total I specifically request that I do not receive a refund in the form of a travel voucher to credit. Thank you.

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Booked a flight for June 14, but it was confirmed for June 13. Didn't realize that until June 13 when checking in. Didn't ask for a refund, only asked for credit to my account as an AAadvantge member but was basically told i lost my money and no customer service repair could be done. One customer representative said I have the ticket but would be charged $200 change fee which is more than actual ticket. The other said no, you lost your money but thanks for giving us your money/business! I've filed 2 complaints in 1 month with AA when leaving LGA with no resolution. This company is scheming and stealing from customers. This is a shame especially for us members! Last month was forced to check a carry-on bag because the margins are decreased to nearly nothing! Although ive traveled with same carryon on other airlines as well as other AA flights but its always an issue at LGA! Again another scheme for money as if flight alone is not expensive enough. Again no resolution! Poor customer service. Awful planes and policies! Unfortunately some locations I travel to are limited to this airline else I would never travel with them ever! I only asked for a credit since I didn't use it,nor did I get miles but no, besides someone else probably paid for that seat so they got paid twice for one seat and it's just money lost, but why? At this point, I'd prefer a full refund and spend my money elsewhere who values my loyalty as a customer. Something needs to be done about luggage costs in addition to change or cancellation fees. Customers shouldn't be charged for luggage on roundtrip flights. 2 checked bags should be included in ticket prices. No fees for cancellation or changes. Many unforeseen things happen on a daily basis and companies shouldn't be able to capitalize off of it. Just saying.

Desired Settlement: A full refund credited back to my credit card $191 and a refund for unnecessarily checking a carry-on bag$25. I'd like to see new laws for all airlines, particularly this one.

7/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On March 29th, I was hospitalized with the flu. I called to cancel my flight (and the flight for my mother who I act as caretaker for) and was told that I could not be given a refund but that I could use the amount that I paid towards a future flight. I tried to appeal and submitted my medical documentation. I was denied and agreed to accept credit towards a future flight. Today I called American Airlines to rebook and use one of my credits. I was told that out of the $400 credit that $250 would be held for fees and a rebooking charge. Nowhere in my original receipt or in the communication with the customer service rep about cancellation was I ever told about a $250 charge. I think this is a horrible way to treat your customers. I'm not asking for any money back. I just want the money that I already paid to be applied to a new flight, as I was promised. The person that I spoke to was named Randall Roberson and he was the reservation supervisor in Raleigh NC. When I talked to him he said that he wasn't able to waive the fee and that there is no one else that I could talk to.

Desired Settlement: I just want to have the money that I paid for the two flights made available for us to use towards future flights with AA and I would like $200 rebooking fee to be waived.

7/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am a student who was doing an exchange in Australia for 2 months. I was suppose to arrive to Brisbane, Australia on March 13 for my school orientation, which I missed because of what happened due to American Airlines' bad customer service. Not only did I spend $516.80 with American Airlines, I had to spend an additional $300+ on extra airfare with Southwest per the suggestion of the American airlines agent in Albuquerque and got into academic trouble with the University. I did not board Flight 5988 because the counter agent in ABQ did not want to check me into the flight. She was not knowledgeable enough to find my student visa on my passport. She did not call the Entry Operations Centre, which is the emergency hotlines for the Australian embassy. All airlines should have that number. She did not help me change my flights, which she could have done at the ticket counter. Instead, she threw me a card and told me to call reservations to change my flights and to buy a flight from ABQ to LAX on Southwest Airlines. I asked her to put a statement in my file stating the issues with checking me in, but I found out later that both her boss and her did nothing. At that point, I bought a flight to LAX via Southwest and asked reservations to cancel my original flight plan and to let me fly out from LAX to SYD to BNE on the same flights as before. When I arrived, the AA ticket counter in LAX told me it was too late to board my flight. I had to change it again to fly out the next night. The counter agent in LAX said she would take off my change fees for all the flights because she felt I was mistreated by the agents in ABQ. She mad a call to the airport controller and verbally said the fees were waived. By the time I received my bill, I realized the lady in LAX did not waive the $516.80 change fee. I was not able to do much since I was in a rural town of Australia for 2 months and could not call customer service at the time.

Desired Settlement: I want to be refunded $516.80 back to my account.

7/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On Sunday, June 5th I had scheduled flights from Columbus, OH to Rochester, NY, connecting through Philadelphia, PA. After arriving in PHL, monitors showed my connecting flight (AA 4883) to Rochester as canceled. As the soonest any combination of flights could return me to Rochester was very late in the evening (I was originally scheduled to arrive at 12:59PM), the American Airlines customer service representative in the Philadelphia airport offered a direct flight to Syracuse as an alternative. She told me to submit receipts for the additional travel to Rochester through the AA website for reimbursement. After arriving in Syracuse, I rented an economy/compact car and drove the car directly to the Rochester airport. The car rental totaled $84.85, refilling the fuel tank cost $8.74, and tolls cost $3.75. I have since submitted these receipts to American Airlines to no avail. Apparently AA has reimbursed my employer (who booked my flights) for the Philadelphia-Rochester flight. American Airlines has also offered me a voucher worth $200 for future air travel within one year. Because I have no imminent travel plans, the voucher may never be used. I have email conversations saved which may clarify or corroborate anything I have said above. I remain convinced that I am due $97.34. I could care less about the voucher as I have no immediate plans to purchase air travel. Thank you for all you do. Please let me know if you have any questions. *****

Desired Settlement: Refund or reimbursement equal to the charges incurred by me for a car rental, gas, and tolls.

7/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: In February 2016 I flew from JFK to ZRH and ZRH back to JFK on AA64 and AA65. American Airlines is refusing to credit me with frequent flyer miles for these flights. I would like American Airlines to provide credit for these miles.

Desired Settlement: I would like American Airlines to provide credit for these flights.

7/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Please note that we have attempted to resolve this through AA and were not satisfied with their response. My fiance and I were travelling from Los Angeles to Columbia, SC to get married. Our first flight was from LAX to DFW and it was delayed over an hour simply because we were waiting for our pilots. We chose to pay more for a ticket to fly into Columbia as opposed to a larger airport further from home because we absolutely had to apply for a marriage license by that afternoon in order to meet the 24 hour waiting period before a license is issued. Our goal was to pick up the license on Friday in time for our wedding ceremony that weekend. As we realized that this delay might cause us to miss our connecting flights, we begged our crew to please call ahead and let the other flight know that we were on our way and not one of them would help us since it was 'against company policy.' We got off our first flight and ran to our connecting flight to arrive approximately 12 minutes before the scheduled take off and the attendant at the gate said she had already closed the door. We missed the last flight to Columbia that would get us in time to apply for our license and after much explanation were placed on a flight to Charlotte. This caused us to have to arrange for transportation from Charlotte to the Columbia area, which added time (~1.5 hours) and cost to our trip. The entire process was a disaster and stressful to face right before our wedding. The level of apathy from American Airline staff during this entire process was nauseating. Particularly since the only reason that the flight was delayed was due to the airline's own mistakes. It was even more difficult to watch attendants on our next flights, which were also delayed, go above and beyond to ensure that passengers on those planes made their connections.

Desired Settlement: The $150 offered by American Airlines was laughable considering the extra amount of money we paid to fly into a city that they didn't get us to and the added cost of transportation to get to our desired city, which should not have been necessary. Their offer of $150 doesn't even cover half of our added costs. If this had been due to weather, this would be one thing, but simply not having pilots on time is not acceptable. When you also factor in the terrible customer service we received and the stress this caused us on our trip, we are seeking a full refund of the cost of our flight, which was $764.40.

7/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I missed a very important meeting and was charged car service fees for a Delayed Flight.

Desired Settlement: Credit Voucher for inconveinience.

7/6/2016 Delivery Issues | Read Complaint Details
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Complaint: Traveling on my 20th wedding anniversary First class American airlines failed to meet their schedule causing my wife and I to miss interconnecting flight-also loosing $1900 in reservation time at exclusive resort. I

Desired Settlement: I will not lose that type of time and money due to their incompetence and sit by. I demand a refund in compensation

7/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: As if to prove that the airline industry has turned into a money-grubbing non customer-friendly enterprise, American Airlines has doubled down on that concept ... twice. The first instance was on my birthday, March 24th, of this year. My flight to Las Vegas (the first flight out from Charlotte ... non-stop) was canceled. I had a big dinner planned that was a combination of a birthday celebration and reunion in Las Vegas. There was no explanation of the cancellation, and even though it was the first flight out, I was told I wouldn't be able to book another flight until the next day. Persevering throughout the day and bouncing from gate-to-gate on stand-by, my buddy and I ended up flying separately (me through Phoenix, him through New York) later in the day, arriving in Las Vegas at night - missing the dinner, the reunion, and an entire day of fun. My compensation was a $300 voucher that ended up paying for about half of my next AA flight. The second instance happened last week, when I was invited to a conference in San Antonio (in August) and had to book the flight through the conference travel agency. I wanted to pay the difference for a first-class fare, but was told that they could only book coach, but once they did, they would send me the information and all I had to do was call AA to change it to first class and pay the difference. Within 20 minutes of them booking the flight, I got the information and called AA, only to be told that they would gladly take the $320 difference in fare, but I would also need to pay a $200 change fee. Outraged, I was finally able to get that fee waived, only to be told that they would still need to gouge me $50 for a "service" fee. And there was no way they could avoid it. As it turned out, there WAS a way (the original travel agency was able to get them to waive it), but AA certainly wasn't any help to me. Coupled with the rudeness of the AA employee that refused to waive the fee and the previous birthday experience,

Desired Settlement: Voucher for domestic round-trip airfare with no restrictions ... as compensation for both issues. There were not enough characters for my entire complaint, so please see my complete submittal in the comments forum

7/6/2016 Problems with Product/Service
7/1/2016 Delivery Issues | Read Complaint Details
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Complaint: (Itinerary #************** American Airlines (******) On June 3, 2016 I asked for wheel chair and cart assistance. I was told to find someone else. The plane had made two gate changes and had us sit on a plane for about 20-30 minutes to inform us that this plane was broken. We ******** ******** ******) missed out connection flight. And was told we could not leave out for about 5-6 hours. We had to find other means to get to our destination. I was informed by agents of American Airlines to contact the company. In which I did but, I have been getting the run around. As a result of all the extra walking my back was in severe pain I could barely walk without hurting and received no help from the American Airlines ground crew. We missed our engagement because of the delay. And missed a day of vacation. We were only traveling for 3 days and had 1 ½ days in Mississippi. American airlines had health and safety problems that affected us and no one rendered assistance.

Desired Settlement: I am seeking new tickets, refunds or credit for airline tickets to travel in the future. I have tried emailing and phoning this company and continue to get the run around.

6/30/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am handling this situation for my father as he is elderly. He brought it up to my attention that he received a telephone call from American Airlines regarding his points. I attempted to log on line for him and was receiving an error message. I contacted American Advantage and was informed that they were having technical difficulties while on hold and then was American Airlines disconnected from the call. I then contacted American Airlines Reservations and they stated that I would need to contact American Advantage but they closed at 7p.m. I informed the agent to transfer me as it was about 6:50p.m. I spoke to ****** and she informed me that my dads account expired yesterday and a fee of about $200.00 to reinstate the account. I asked to speak to a supervisor and was informed that the cost was about $150.00. My question had been as to why my father had not received any communication via U.S. mail they said he received it by e-mail, he did not. I informed Supervisor ******* that we would be reaching out to the Better Business Bureau as it is really sad that they are attempting to take an elderly mans money for one day and they did not contact him by mail nor prior than a coupe days to his account expiring. I also requested Customer Relations Telephone Number and I was informed that they do not have one at this time. If this issue is not resolved a complaint with the D.O.T will be filed as well.

Desired Settlement: A representative to contact me at ************ to discuss and rectify this situation. Thanks! ****** ******

6/30/2016 Delivery Issues | Read Complaint Details
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Complaint: R?eference number: *******. ?We were originally booked from Los Angeles to Florence, Italy on? ?June 3 on?? ?this itinerary: LAX – *** ******** **** * *** ******?; ?DUS – FLR ****** ?T?he flight from LAX to SFO was delayed, and so we would have missed our connecting flight to DUS. We ?booked:? LAX – **** ******* ******* *** ** *** When we arrived in Rome, our luggage did not. ?1 bag arrived in Florence June 5, but 7 days later one is still missing that has important medication in it. From the bag that did arrive, items were stolen from the bag. It has now been 7 days that we have not received the second luggage.? We have been calling the Rome airport every single day at least a dozen times, and the number is always busy or no one picks up. The concierge at the hotel has also called over and over and nothing. We have now wasted countless hours trying to get this resolved. When we call the BA ***** number, we are told they cannot help us because the claim originated in Italy. They tell us to call Italy, and yet Italy never picks up. We are furious and find this entire debacle to be completely unacceptable. Not only has this cost us significant time and energy, but it has put a tremendous stress on us psychologically. ?We have also had to pay a huge amount of money out-of-pocket to replace items, to stay in the hotel in Rome, and take the train from Rome to Florence. ?You can well imagine the incredible inconvenience. As of this time, ?no one can tell us where? the lost? bag is. No one is answering the phones, and there is no update on the website. We are at our wits end and demand that this issue get resolved immediately.

Desired Settlement: We want the bag to be tracked down and returned immediately, and we want to be compensated for the extensive damages -Hotel stay and train tickets because we went to a different airport than anticipated. -Clothing that was stolen. - Toiletries. -Other clothing that had to be purchased.

6/30/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On Wednesday, June 1, 2016 I departed from Charlotte, NC (Record Locator – MHOADY). This flight had a slight delay, which is acceptable. We arrive at the Dallas/Fort-Worth airport and proceed to our connecting flight. Upon arrival, we are shocked to discover that the pilot for our plane decided to not show-up (your agents’ word, not mine). The co-pilot was there, but the main pilot was not. We waited for an hour or two before you all finally placed a new pilot on board our aircraft. While boarding the aircraft, the flight attendants required that we submit our luggage to them for valet storage in the bottom of the aircraft. We then take off heading for Wichita Falls, TX. We are in the air for approximately twenty minutes before the aircraft turns around and the pilot tells us that we cannot land at Wichita due to the storms in the area. The storm that would not have affected our aircraft had you all upheld your end of the agreement and appropriately managed your pilots and ensured that the customers who were relying on your service did not get screwed over. We then arrive back at Dallas/Fort-Worth where we have to wait for HOURS to get any type of answer, or even the luggage that we were supposed to have as a carry-on, luggage which had critical medication on it that I needed. I requested this luggage multiple times and was informed that the manager had to make the decision on whether or not to bring our luggage off of the aircraft. So for hours, I am now in the Dallas/Fort-Worth airport puking like crazy due to the lack of medication.

Desired Settlement: Due to your company’s lack of competence, we are now out 161.12 for the first rental, 146.32 for the second rental, gas fee’s for the rental (as we were driving it hours longer than we should have been), additional 100 in transportation fees after we arrived at our destination because we no longer had a rental, 70-100 in hotel fees that we were not able to use, food and parking expenses (which anyone who has flown knows how expensive that is), and the lack of medication that caused me to be puking sick for 4-6 hours. We experienced all of this crap, even after purchasing your pathetic insurance, which thus far, has done absolutely nothing. Now, I also just discovered that my mileage balance is not correct. I had 3,840 miles prior to my booking and now, after booking, I only have 2,123… So, while you are trying to explain the above, please explain that as well. I hope you all take this as serious as it is and I do expect compensation.

6/30/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I placed a reservation on hold on 3/19/2016 and received an email confirmation stating I had until 3/24/2016 to complete the reservation otherwise it would be cancelled. At the time of placing the reservation on hold, the tickets cost me 40,000 miles and 340.80 USD. When I went back into the system on 3/22/2016 to complete the purchase, I found that my reservation had been cancelled. I called Reservations and they informed me that the email I had received was probably a glitch in the system since my travel date was within the 14 day window but be that as it may, the only way they would honor the pricing I had before would be if they pulled up the email I had received to verify the pricing. They transferred me over to IT Support to see if they could pull the email that had been sent to me, but IT Support informed me they were not authorized to and the only department that could help me would be Customer Relations. I contacted Customer Relations on 3/22/2016 and the lady I spoke to (******** ***** informed me that Customer Relations does not handle complaints until after travel has taken place. She said I should contact Reservations again and have them honor the original pricing and if they did not, I could submit for and receive a refund after I had completed my travel. Reservations did not honor the original pricing and I had to complete my ticket purchases by purchasing an additional 25,000 miles (cost of $861.19) since the new reservation cost 65,000 miles and 340.80 USD. I have since contacted AA to get the refund but they are informing me that "We have found that once a ticket is purchased, we are unable to go back and refund the difference in fare. Because of these reasons, our Refunds department did not approve a refund." This is completely unfair as the company promised something and they are not honoring it especially when it is their system error that led to this issue in the first place.

Desired Settlement: If I had received the correct information in the email I received from AA about the reservation that was on hold, I would have completed the ticket purchases on time because my account had the 40,000 miles required on 3/19/2016. Additionally if the representative had not told me I would get my the additional cost back via a refund, I would have booked the flight with a different airline as there were cheaper flights available. Since I booked my flight on the good faith that AA would honor the promise to a refund, I want my $816.19 back as I do not think it is fair that I had to go $861.19 over budget for my trip because of an AA system glitch/error and a representative who promises what their company will not offer.

6/30/2016 Problems with Product/Service
6/30/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines cancelled flight 619 after delaying 6 times due to mechanical failure. I missed a very important business meeting because of that. They put me at some crappy hotel near the airport of Charlotte, North Carolina. And the agent told me they didn't have another flight to SFO until 4:20pm the next day. In fact, the 4:20pm flight was delayed again. I asked American Airlines to credit me 25,000 points. It's the least they can do to compensate me. Other the other hand, let's all go fly with other airlines but American Airlines.

Desired Settlement: I asked American Airlines to credit me 25,000 points. It's the least they can do to compensate me.

6/30/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We were issued an American Airlines Incentive Travel gift certificate years ago and decided to try and use them on an international trip we are taking. We had to make some changes to an existing reservation and was told by a customer service rep that there would be no problem in applying the certificate to the cost to the flight change. Because the certificate was so old (over 4 years with no expiration date) the certificate number didn't match any that they had in their system and we got transferred to someone who apparently works in the "voucher" department. After explaining to the lady what we were trying to do, she told us that the certificate could not be applied because one of the legs of the flight was run through one of their affiliate airlines. She then tried to tell me that because this was a flight change, and not a purchase, it could not be applied. I informed her that everything we had done to date was through AA, including the booking and payment of flights(not their affiliate), and we were in fact purchasing the change in flights (change fee was $300 each). She told me in a very condesending tone that whatever "terminology" I wanted to use I wasn't purchasing the change in flights. pur·chase 'p?rCH?s/Submit verb 1. acquire (something) by paying for it; buy. According to Websters Dictionary I AM purchasing the change because I am paying for it, and ALL my transactions are through AA. This is a company that will use deceptive wording to their favor to discourage any use of vouchers or gift certificates. I would HIGHLY discourage anyone from using them in the future... Honestly there are many options that actually treat customers fairly and honor their word.

Desired Settlement: AA should honor the gift certificate as it is stated! Every penny I am spending is being billed by AA, not an affiliate which discredits the reasoning they wont honor the certificate.

6/30/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am requesting a refund for hotel and shuttle for my flight on March 30, 2016. My three daughters and I missed our flight connection in Dallas due to a crew availability out of Charlotte. Our original flight was supposed to get to Dallas at 6:06pm but didn't arrive until after 11pm, over 5 hours late. I was traveling with my three young daughters and we had to be shuttled 30 minutes outside of Dallas to a hotel at 2 a.m. I spoke with Angie, at Dallas airport, *******, customer service/help desk, and Ian, another AA representative. All three have confirmed that my flight was delayed due to a crew legality and that I would be reimbursed. We did have an initial delay due to the weather in Dallas, however that was a small delay compared to the second delay with regards to the crew. There are notes in the AA computer system that corroborate this. I have emailed Consumer relations multiple times in an attempt to settle this matter but they keep sending me the same generic email, just worded a little different each time. I have contacted American Airlines multiple times with no success and have yet to be able to speak with anyone in Customer Relations. I am a long time customer with American airlines and disappointed that such a simple matter has cost me so much time and frustration. I ask that someone please contact me at the very least and explain to me why I had multiple AA employees tell me that I would be reimbursed but Customer Relations has denied my request. Thank you.

Desired Settlement: Reimbursement of my hotel, shuttle and incidentals.

6/30/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am an AA Advantage member (CR49426) and in May'2016, I purchase an upgrade for $350 and 25,000 advantage miles for a flight * ****** departing on 5 JUNE 2016, from Rio de Janeiro, Brazil to Miami, FL (USA). This purchase was for a flat-bed in business class. The purpose of this purchase was sole for the flat bed for the long 8.5 hour flight. After receiving my ticket with seat number 13 D, the flat bed was defective and didn't work (would recline nor lay flat) and thus, did not work. In addition, the entertainment system was also defective and didn't work. Thus, I could not watch the safety video (in violation of FAA rules) nor watch in-flight movies, etc. When I complain to the flight attendant, I was told there were no other seats and if I wanted a seat that could go back, I had to sit in economy. I was also offered a pad to watch entertainment. However, the power cord didn't work (no power at this station/seat 13D) so pad cut off as it was not fully charge after 20 minutes. When I spoke to the supervisor, I was told that there was nothing they could do and for me to just deal with it. I filed a complaint on AA website, asking for refund of $350 and 25,000 miles but to no avail, i.e., request was denied. Here is their response: "While some elements of a particular flight may be unsatisfactory, we do not routinely provide compensation when transportation is provided. It would be an exceptional situation in any business to give a refund when the product is used. We must therefore respectfully decline your request for a refund and reinstatement of miles used. Sincerely, ****** *** Customer Relations American Airlines AA Ref#************" Thus, despite paying and giving up the mileage for a flat bed that wouldn't go "flat" and an entertainment system that did not work, i.e., a DEFECTIVE PRODUCT, my request was denied. This behavior is not only tacky, but totally unacceptable and should not be permitted for any customer, nonetheless an elite member

Desired Settlement: A refund for #350 and 25,000 miles and a sincere apology

6/29/2016 Problems with Product/Service
6/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I contacted American Airlines regarding the plane tickets purchased the month before planning a trip to Vegas. One of the people that was set to accompany us on the trip died an untimely and unfortunate death on March 17th if that wasn't enough of a blow my niece died after 6 weeks on March 26th. With all that transpired and the depression that followed these incidents I forgot about the trip to Vegas and had no desire to go. I contacted the airline on April 12th and 13 via email to explain the circumstances and I have heard nothing from them it is coming up on 2 months.

Desired Settlement: Credit money paid total of 336.20

6/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines claims to have refunded a ticket that I purchased on January 25th 2016. Online I have checked repeatedly and it says that the refund has been issued, but I have contacted them over 4 times now trying to explain that those funds were never received in the account. No one has ever responded to my inquiries and they still owe us money for a ticket we should have never had to purchase and they claim to have given us a refund for.

Desired Settlement: The company will fulfill the refund that was requested and supposedly approved and send a check for the ticket of $436.60 + the $25.00 purchase fee and refund = $461.30 in the form of a check so that we can pay back the credit card we had to use for the flight sent to our residence.

6/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: This has been an ongoing issue for almost two years. I submitted a Better Business Bureau complaint about a year and a half ago ago against US Airways (before it merged), and filed several complaints using the online system. No one responded to me. I am very frustrated -- I have filed multiple complaints and sent emails and spent probably about 15 hours hours on the phone and on email to correct this, over a period of 24 months. My parents had an issue with a US Airways flight about two years ago, and they ended up stranded overnight (Case #US**********************). They received travel vouchers for the trouble. I tried to book their flights online using those vouchers, but was told to set the reservations over the phone. I was very careful to make sure that I had given the right information to the agent on the phone. My mother's flight (******* was supposed to be multi-city, flying to SNA and returning from FAT (Fresno). I texted the correct flight numbers to her as I was holding on the phone. I never received an email confirmation for her flight (so I was unable to verify), but I did for my father's trip. The day before her return flight to Florida, we found that the return flight had been mistakenly entered as SNA -- even though we originally intended her to fly home from FAT. I was very specific about that when making the reservations, so the mistake was not my end. I called and tried to have the flight changed, but was told that I would need to pay the price difference in fares, even though the mistake was on US Airway's part. I spent over an hour and a half on the phone trying to fix this problem at the time. I was told that I should buy the ticket and that another department would most likely be able to give me a refund, or a travel voucher for the $304 amount. I ended up having to pay over $300 to get the correct flight and this is not fair.

Desired Settlement: I am requesting a full refund for $304, or a travel voucher for that amount. This charge would not have been necessary if my travel information was taken correctly by the telephone representative.

6/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Recently I experienced very poor customer service both leaving and coming with American Airlines. First it started with the lady taking tickets prior to boarding. My partner and I had priority on our boarding passes and when we made it to the line they were taking group one. We got in the priority line and the agent accused us of cutting in line and was very loud and unprofessional about it. She the asked us why we weren't there for priority boarding. There was no need to question why weren't there due to we have no control over TSA or other airport challenges that may arise and when we finally got through she rudely just shook her head at us. THIS WAS THE BEGINNING OF THE TRIP. On the return flight from Rome to Charlotte the TV monitor on my seat was not working when I sat down. I put on the call light and mentioned to *** that it was not working her response was "We'll get it running". After 30 minutes it still was not working so I nicely asked another attendant she confirmed my seat # and walked away. An hour later I put on my light again because my partner was an hour into his movie and still nothing. Three attendants passed and not one responded to the call light. Finally when the meal was being served I mention the monitor and Lynne basically yelled at me stating "they have tried but at this point there is nothing they can do about it". She didn't apologize for the inconvenience or offer any type of solution. She just continued to serve the meal and nothing else. I can go on and on about how uncomfortable she made me . Next *** picked up my partners tray when it was empty and didn't acknowledge I was trying to hand her mine therefore I was stuck with no entertainment and a dirty tray. Next was Sharon when it was time for the end of trip snack she just through the box down on our try and when I asked for a napkin she acted like it truly burdened her. This flight was the most unpleasant and worse flight of my entire life. 9 hours-no monitor.

Desired Settlement: We paid almost two thousand dollars for this flight and on the returning flight not only was entertainment not provided but the service was horrible. No patron deserves this type of service and treatment. I felt I was a burdon as opposed to a loyal paying customer. I could see customers all around me enjoying movies, games and music and all I could to was watch people go in and out of the restrooms. I think some sort of compensation for a horrible return flight would be the lease American Airlines could do and also may want to retrain some of the flight attendants, especially Lynne. No one has ever made me feel so unwelcome and intimidated on any flight. I was almost fearful.

6/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines almost completely ruined our honeymoon. My husband and I got married on Saturday, May 14, 2016. Our honeymoon was to begin on Sunday, May 15 at 2:20 in the afternoon in beautiful St. Lucia. Our flight from Dulles ended up being cancelled 20 minutes before it was supposed to take off due to battery issues with the plane. We finally found a flight that would fly from Reagan Airport (30 minutes from Dulles Airport) to Miami Airport on Sunday. Then, on Monday, we were to catch a flight from Miami Airport, to the Port of Spain, and then to St. Lucia. That was the best they could give us so we took it. Monday morning, while we were waiting for our flight, we saw that there was a flight from Miami directly to St. Lucia (just 10 minutes earlier than our Port of Spain flight). We asked to be booked on that flight, they told us yes and that they would print our passes in a moment. While we were waiting, we asked multiple times if we were booked on the plane. Finally, they boarded the entire plane but we still hadn't received our passes so we asked again. This is when they told us that they had overbooked the plane by 3 people and that we were never actually assigned seats on the plane. We ran to try to catch our original flight. We got to the gate 10 minutes early and they had already departed the plane. The agent at the gate was very cold hearted and didn't even listen to what we had to say. American Airlines finally got us on a successful flight for Tuesday, May 17, 2 days after we were supposed to be in St. Lucia enjoying our honeymoon. Two days of our honeymoon, that we paid $800/night at a resort for, was spent in airports and crummy hotels. We spent 2 days running on 5 hours of sleep max, because of American Airlines' mistakes. Now that we are trying to resolve things with American Airlines, they are less than sympathetic. They have refused to reimburse us for our nights missed on our honeymoon.

Desired Settlement: $2000 cash/check reimbursement for our nights missed at our resort and for the plane tickets that we paid first class for, but received coach.

6/29/2016 Advertising/Sales Issues
6/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I paid for a flight through American Airlines for my friend and when we got to the airport learned that the flight time has been changed (By American Airlines). This caused her to miss her flight and be rerouted to another state entirely. American Airlines did not provide her any accommodations whatsoever to help her with transit getting home (she was picked up by mother who can barely see at night from DC but they live in Maryland.) The worst part of this is when she got home and called Customer Service AS INSTRUCTED we spoke with a very unhelpful manager that admitted there was a schedule change but said nothing is likely to be done about this, they have the right to change schedules, and pushed us off to Customer Relations. The manager, ***** ******* stated that only Customer Relations could see our flight information because it was done on the back end and they can only be contacted via email. So on top of this horrible experience now we are getting the run around. I need the powers that be at American Airlines to address this concern IMMEDIATELY. -****** * ******* Flight# ****

Desired Settlement: Refund of flight due to inconvenience of being rerouted to out of state and given the run around.

6/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a ticket for my girlfriend ****** ***** on may 31st,, (flight #'s 1613 and ******. It was departing from Puerto Rico, layover in Miami, then Chicago. She got stranded on the runway from 10:00pm to 11:45 pm. They were not able to get to a gate and also had to wait for another flight crew to arrive. My name is ******* **** Jr and I used my debit card with the last four digits being 5919. I have contacted American Airlines and have NOT received a response. I have also spoken to two reps at the number listed on this site, ************** and was told that they could not help me as they have no information on the ticket I booked last week on the 31st.

Desired Settlement: I would ;like a refund of my purchase because of the stress, inconvenience and horrible service by American Airlines. Both with my girlfriend sitting on the runway for over an hour and their response to my direct complaints.

6/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had many issues on my trip on march 2016 from los angeles to Frankfurt! Germany. I am a sever clostrophobic person to a point where I was seen by a neurosurgeon and he gave me a letter of accomodation for a proper seat. I called AA prior to my trip and they said bring the letter along and we will asign you to a proper seat. Not only they didnt even care to read the letter but also gave me the worse seat at the end of plane. Part of this trip was operated by british airways , however they told me that AA had cancelled my reservation on my return and just had booked me for a next flight. My flight was still on time and leaving in front of my eyes but they took the liberty to cancel my reservation and book me in a flight where they put me at the end of a row with a wall behind me. I tried many times to tell them I cant seat here but they said I can leave and rebook. I had to take sedatives to have my head down for the entire over 12 hours flight in order to tolerate my symptoms of clostrophobia which is normally along with shortness of breath, anxiety and palpitation. They dont care about disability nor about their customers. My luggage was lost for 2 days, .....the list goes on. I have filed compiants with them twice, both times I have received automatedconfirmation that they have received the complaint but no one has gotten back with me. It has been about 2 months. The first time I filed they sent me this reference number ************* and the second time ref number was ************ They need to call me so I can go over the enitre misery I went through on this trip. Their first plane also broke before departing the gate as they found a hole in the largo, this is after over an hour sitting in the plane. I was planning to join my family for our new year after 28 years and they ruined it, got there late, luggage were lost as I had gifts and new years cultural necessities in there and they dont care about anythin but money.

Desired Settlement: They need to call me, They have to compensate me for the numerous issues they put me through during this trip. Mostly, ignoring my disability, then cancelling the return flight witohut notifying me when the flight is actually on the schedule, this looks like they sold my seat to someone else for a better price hence booking me for a flight which was 3 hours before my actual one, got to fra airport and they told me my flight left whereas I was there 3 hours before my booked flight.

6/29/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: First of all, I had to file 3 complaints on AA's website. Here is the story: We flew into San Juan for my brother's wedding, only to find out that our flight is cancelled leaving San Juan on May 28th. Flight 1699. They kept telling us the plane was here, which there was no plane outside, and that we would be boarding soon. They ended up cancelling our flight after we spent ALL DAY in the airport to learn that we were on our own, stranded in San Juan. First thing is that our wedding group was 45-50 people, which made up that entire plane. The workers (we have videos) were walking around using their personal cell phones, laughing at us, offering no help. We had diabetics in our group that needed to go home, and people who were missing work which hurt them financially (I personally missed $500 of work). They said they were finding us a hotel (after we begged them) and they said none were available. When I asked for the name of a hotel they called, I got it and called myself to learn that American never called that hotel. I immediately put the woman ** ****** on the line and she was so embarrassed that we caught her purposefully not helping us. I asked American for a refund of my flight, and they offered me a voucher not even worth a one way flight anywhere to use on their airline. I DO NOT WANT TO USE THEIR AIRLINE EVER AGAIN. I want my money back after the emotional stress they have caused me.

Desired Settlement: I want a full refund of my plane fare, and baggage. I am also seeking restitution for my lost wages. There is no reason why the largest airline on the planet cannot refund my ticket after the terrible and outrageous experience they put myself, and 50 others through after we graciously brought them so much business.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My original direct flight was cancelled from LAX to ORD, Flight number ****** PNR Code ****** on May 26th 2016 American Airlines issued me another ticket through Dallas Flight # **** at 1am in the morning same day, may 26th. Halfway through boarding we were told that the pilot was missing and they halted the boarding process. At 2am due to lack of a pilot that flight was also cancelled. Soonest flight that AA could arrange was following day and it wasn't a direct flight, since this wasn't acceptable I requested a refund for my tickets and accommodation as it was already 2am and we were stuck at LAX. I paid 271.10 for my original ticket Plus I paid $57.87 for a preferred seat Then I ended up paying $218.67 for the hotel which AA did not provide. I would like to get a refund from AA due to cancellations of both flights and lack of accommodation. I submitted this request and AA did not respond to my inquiry. Confirmation # ************* Best Regards,

Desired Settlement: $547.64 refund

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: AMERICAN AIRLINES TORE MY LUGGAGE ON THE FRONT AND THE ZIPPER IS TORN OUT. THIS LUGGAGE COST $70.00 AND IT WAS A NYLON FABRIC FROM MARSHALL'S IN DEC. 2015. THE NAME ON THE LUGGAGE IS LUCAS ORIGINAL LUGGAGE. IT CANNOT BE USED AGAIN AND MUST BE REPLACED. I WENT TO THE AMERICAN AIRLINES BAGGAGE CLAIM ON JUNE 1, 2016 AT NOON TO MAKE A REPORT IN THE BAGGAGE CLAIMS DEPARTMENT. THEY WANTED TO REPLACE MY LUGGAGE WITH A USED GRAY LUGGAGE THAT WASN'T SOMETHING I WOULD HAVE PURCHASED IN THE STORE. IT WAS GRAY AND IT DID NOT MATCH THE OTHER PARTS TO THE SET OF BLACK AND YELLOW LUCAS ORIGINAL THAT I HAVE.

Desired Settlement: I WOULD LIKE A $70 REFUND SO THAT I CAN PURCHASE THIS PIECE OF LUGGAGE BRAND NEW TO REPLACE THE ONE THAT WAS DAMAGED.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American airline lost our bags for 4 days of our trip of which we had to but replacement close and they told us to do on the phone autherizeing replacement cost. We spend 400 dollars and american air lines sent us a check for 45 dollars only. on case # ********************

Desired Settlement: Payment for the full amount requested.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: While checking in online for a flight with American Airlines, I accidentally purchased an upgrade when I thought I was paying for my checked bag. The price was similar ($26) and it was adjacent to the "print boarding pass" screen, which is common occurrence. I was in a mild rush. I never saw another page about checking my bag so I didn't think much of it. When I showed up to the gate, they asked for payment and I told them that I already paid. I pulled up my email and showed them the receipt. They said that receipt was for an upgrade and pointed out the tiny letters saying "upgrade" next to the price where "baggage" would normally be displayed. I asked the agent if she could remove the upgrade and refund that money and she said she couldn't. She instructed me to request a refund online, which I did right in front of the agent, who also submitted something to American Airlines giving them a heads up about the situation. A week or so later, American Airlines refused the refund claiming there was a confirmation page on the touch screen and that I should have seen that. I responded to then saying that a touch screen was not involved and that I made my purchase online and reiterated details of what happened. They responded that they stand by their previous decision to not refund the $26. In short, I purchased an upgrade when I thought I thought I was paying for my checked bag. Upon discovering the mistake I requested a downgrade and a refund, neither of which were granted.

Desired Settlement: I would like my $26 refunded.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I recently flew from ****** ***** National Airport (DCA) to Miami (MIA) and checked a bag through. Upon arrival in Miami I discovered that several pieces of jewelry had been taken from my bag. While the pieces are not of much monetary value, they were all pieces that I inherited from my grandmothers, who both passed away last year. For that reason, they are of extreme sentimental value to me. I contacted American Airlines regarding the missing items and they responded with their Conditions of Carriage, claiming that they are not responsible for the loss because jewelry is one of many items that they recommend be carried on rather than checked. As far as I can tell/remember, I did not agree to the Conditions of Carriage when I purchased the ticket nor when I checked the bag. The agent who handled my luggage at the counter asked if my baggage contained firearms, electronics or spare lithium batteries but not jewelry. The Conditions of Carriage are several pages deep on the AA website so not what I would consider in an obvious or easily accessible place.

Desired Settlement: I would like for American Airlines to compensate me for my loss. I would also like them to conduct a thorough investigation into the matter.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was routed to Miami airport for a connecting flight from Puerto Plata, Dr to Atlanta, Ga. The boarding pass i received in the Puerto Plata listed 8:05 boarding. When I made it through customs and looked at the monitors it said the same time. I arrived at the gate at 8:10 with about 10 other passengers who were not aware there was a change to the boarding time. We were met by **** Correa who was walking up the ramp screaming we were too late and the gate was closed. He told us the flight was booked. We advised that the boarding passes stated 8:05. He stated he did not care and there nothing he could do. Another gate agent came out and stated that she would try to assist since there was maintenance issues with the plan. **** continued ranting and raving. He told an elderly lady in front of me that he was looking for her during boarding. She tried to explain that she went to the restroom and he continued to yell about how it was too back and she was going to have to take the next flight. The other boarding agent told him she was going to make some changes and let us board. He stormed back down the ramp towards the plane. Once we boarded we found that he gave my friends seat to a flight attendant. We were trying to work out the seating so that everyone could stay on. He started yelling "just sit anywhere" from the front of the plane. He came back the back where we were and continued to antagonize us. The young lady next to me stated she was going to send an email complaint and **** told her "say one more word and I'm kicking you off this plane". " just shut up you look better with your mouth closed.. i am trying to help you out" .I have never been so humiliated and treated so poorly in my life. I purchased 4 tickets for my birthday getaway through American and I regret every bit of it. From flight delays, poor communicate, misinformation to horrible service. This ruined my trip.

Desired Settlement: I would like $725 for my flight refunded

6/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First, let me start off by saying this. The BBB site has a preface for AA complaints, that passengers should first call ************** lest their complaints won't be answered. I tried calling this number just now, but the agent said it was not the appropriate # to lodge customer relations issues. I would have to email them anyway, which I've already did. Point is: That # is just a run-around & will never result in a resolution for the customer, as I understand. COMPLAINT: Regarding AA Ref************* Flight for 2 (******* ** ************ who also paid for ******* ** ********* flight) on Sunday, May 29 from SJU to CLT. Flight left at 2:45 pm ET. In brief, I had the following negative experience: 1. Was provided false information by woman at check-in desk (she said there were TVs on flight -- not personal TVs, but ones in the middle that flyers could use; I made a purchase of headphones based on this information. There were no TVs. 2. The far more serious case: I was subjected to the following physical encroachments. Passengers in front of me *threw cardboard reading material into our seating area *threw, tossed or moved ice into our seating area. hit leg *reached hand around and encroached on physical space during flight. In addition to the above, the passengers did not stop yelling & crying during the flight. I would not have complained if this were the lone issue, though. I found my security compromised by the physical acts. I asked the flight attendants on 2 separate occasions to mediate, but they barely did anything to stop the issue. On 1 occasion, they asked the unruly passengers to stop in a language they did not appear to know (spoke in English, passengers -- at least the kids -- only spoke Spanish, it seemed).

Desired Settlement: Compensation for 2 round-trip domestic flights on AA (2 aggrieved parties)

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: To Whom It May Concern, I flew with American Airlines on May 27th. I was going from Denver to Cincinnati with a connection at O'Hare. As the passengers (including myself) sat on the plane once we landed, late, my connecting flight took off. This was the last flight of the night. The only thing they could do is get me back home at 2 the next afternoon, or fly me to Indianapolis. Because my children were at home, and I hadn't seen them in weeks (I miss them to death) and only had a couple days to spend with them before I had to fly out again, not to see them for another couple of weeks, I decided that flying to Indianapolis and being picked up, which got us back home at 4 am, would be the best decision for the kids. The next day I called and emailed to complain. Their response was a blase "here's $100 toward your next flight." I found this incredibly insulting. It took about $100 alone in gas to get me home. My argument was that I paid my money and was where I was supposed to be and their mistake cost me. We had a business arrangement and they didn't hold up their end. I emailed them back to tell them this. Their response was along the lines of, any extra cost that is incurred due to their error was my responsibility and that they're not going to do anything else. I'm not entirely sure that if this was litigated, their reasoning would hold. I also informed them that I've spent thousands of dollars with their airline and am required to spend thousands more on flights for work. If they can't make the investment of comping me a flight, I will send them all my future itineraries (I make a round trip every two weeks) then they're going to miss out on much more money than a comp would cost them. I'm very disgusted with this situation and find the airline to be callous and greedy.

Desired Settlement: I believe that it is within my rights and this company's ability to either reimburse me for what I paid in good faith, or to provide a new round trip ticket from Denver, CO to Cincinnati, OH. This is my desired outcome.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: This is about an unresolved dispute with American Airlines. I have contacted AA directly but am not satisfied with the proposed solution. I reached out to ************************* and through his staff was offered a settlement. I acquired a business class and international first class ticket from Philadelphia to Frankfurt and from Frankfurt to Dallas. 18May AA700 Philadelphia-Frankfurt (Business class) 25May AA1121 Frankfurt-Dallas (International First class) On both legs the seats were completely broken and not useable. The flight attendant tried to address the problem but informed me that the seats would have to be fixed upon landing. In essence, I did not receive the product that I paid for. AA offered me 30,000 miles or $600 in vouchers. The value of the ticket far surpasses the settled offer.

Desired Settlement: I would like to receive is either 100,000 miles or $2,000 in vouchers in compensation.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We booked a flight from RIC to LIH, which was to change planes in Chicago and Phoenix. I checked the flight this morning, and the route had been changed so that we are now flying from RIC to DFW, there was no notification provided. When i looked at the seat assignments, they have moved them so neither my husband or I are sitting with our children who are 7 and 9. I called to ask for us to be seated with at least one adult and one child. I was advised they would not, and that we can ask people to move on the aircraft when we get there. I asked to speak to a supervisor, who told me the same thing and hung up on me. I called back, and spoke to another rep who transferred me to a different supervisor, who said the same thing and told me the call was over and hung up on me. This is not acceptable. Our children are 7 & 9, and have never flown before. If we can be moved without notification, I dont understand why we cant move seats so our children are with us. Also, it was extremely unprofessional for a supervisor to hang up on me. I can't believe that actually happened, not once but twice. In mid sentence, she spoke over top of me and said "This call is ended", then hung up.

Desired Settlement: I want my children next to me on this aircraft. They are minors who have never flown before, and there is no excuse in this world that you can make to me to have me change my mind. We booked well in advance to make sure we could choose seating to accommodate our situation and my expectation is that you make it right before our flight on June 15th.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My Flight to Richmond, VA was VERY upsetting and stressful. 1st I had to sit in a plane for 2 hrs at LAX and eventually never departed, then transferred to a different flight (the same day) to Chicago, but plane got diverted and I had to wait another couple of hours in order to get to Chicago. Where i found out that my flight was cancelled!!! I was stuck in Chicago with my relatives waiting for me in Richmond. AA customer service on the phone and at the airport was not helpful at all - I had to find my own transportation and hotel to stay a night in Chicago in order to wait for next available flight to Richmond which was the next day. All the changes and confusion strongly affected myself, my family and my schedule. this was unacceptable! and it was not due to weather if your plane would take off at LAX as scheduled we would not have any issues- so I don't care if your customer service is blaming weather- initial issue was caused by technical problems. I fly a lot - usually JetBlue and decided to give a try to American Airlines and it was HUGE disappointment, with technical issues and how I was taken care of and I was expecting better customer service from such a big airline.

Desired Settlement: I would like to be reimbursed for the inconvenience $1,000.00 Which includes: hotel in Chicago, transpiration to and from hotel, food and adjustments to the schedule- not being able to get to Richmond at scheduled time. Stress.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My husband and i traveled AA on May 16,2016 to California On the way there, I got sick on the plane. Another passenger "diagnosed" me as having a seizure. AA took her word. When we arrived at out destination the flight attendant asked me if I was alright I said yes. then she asked if I felt like I needed to see a medic after we landed. I said no I was feeling much better. We stayed in Long Beach 5 days. When we arrived back at the airport at 11:15 am we got our tickets went through the checkpoint and sat waiting on the plane. At 12:30, 10 min before loading time to come back to Charlotte NC, The ticket check person called me to the desk and tole me I couldn't get on the flight until I got cleared by a Doctor. People were boarding the plane. I was asking why they got the supervisor and she said because I was "diagnosed" with having a seizure I needed to be released by a doctor before i could get on the plane. She said that was their protocol. I ask her, If this is your protocol why five days ago, nobody said anything. I could have been seen by the medics when we landed 5 days ago and I also had 5 days I could have went to the DR, to get a release. I was stuck in Calf. for 11 and a half hours because the employees on the plane do not know the "PROTOCOL" to let someone know these things ahead of time so they won't be "UNNECESSARILY" detained in an airport for several hours. I have tried since May 20 to contact someone with AA, they sent me a message on messenger on the 25th May saying someone would get in touch with me. I was left there with no money cause we don't carry cash my bags on the plane already and my husband didn't have time to get to the ATM to get me anything cause he needed the card to get our car. I asked AA for a food voucher to get something to eat. They said they don:t do that. At 15 min before I finally was able to get on a flight (10:45)pm one of the ladies brought me a voucher. All I had time to get was a pop and a bag of chips. VERY DISGUSTED!!!

Desired Settlement: I would like to either have my money back for the inconvenience for me and my husband that didn't have to happen if the flight attendances take time to know their policies. or a free flight for my husband and where we can actually fly to our destination and back together.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked an emergency flight to visit my dying mother for me and my daughter. I paid extra to get a direct flight. 8 hours before departure, they called to cancel the flight, separated me and my daughter and gave us connecting flights. I want my money back that I paid extra for a direct flight. I've called at least a dozen times and no one at American Airlines will answer the phone.

Desired Settlement: I want at least a partial refund of the money I paid for direct flights.

6/24/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Now they do not care, if we do not contact them then that is it. On May 26th I took a flight on American Airlines flight LAN Airlines **** (co-shared with LATAM Airlines). Due to the airline (AA) crew not arriving on time the flight got delayed for one hour until each of the 4 cabin crew arrived one by one while we were all waiting at the Gate ready to departure (this plane was already at the gate 2 hours before the scheduled departure). After we sat in the already delayed flight ready to leave, a fuel problem with the plane (that like I said was already parked on the gate for a long time) made us have to wait for another hour inside the pane. The flight ended up so delayed that made me loss my connection to the flight LAN Airlines 2511 which was going to take me to Peru to arrive in the morning and complete a bunch of activities for a very short trip. After waiting for 45 minutes at the gate (2:30 am in the morning) I managed to get myself into an american Airlines flight AA 972. This was a trip that cost me $900 to flight in LAN to avoid getting exposed to AA delays but yet I ended up not only losing a complete day in Lima, hotel and many other important activities due to American Airlines once again caused me to lose a connection (you can see that this is not my first complaint) and this one caused me a lot of trouble in an already short trip back home. I was going for a wedding and had to miss the Friday activities, that for me was a very big deal. The other problem I had was in Miami during Friday while I was tuck there waiting for my flight to Peru, my bags were lost and I spent ours moving from terminal J (where LATAM) is and terminal D (where AA is) trying to find someone to tell me where my bags were because I needed to make sure they make it into the AA flight (instead of the LATAM flight leaving that same day) or I would not get them until Saturday causing me even more trouble. How come AA never contacted me to say SORRY for the inconvenience?

Desired Settlement: I would like AA to either refund me a big part of this trip with cash or enough miles to recover my lost time and be able to book another flight with LATAM airlines (which is what I paid for, a better service from Miami to Lima)

6/24/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines make it sound so easy to cancel priority seating, yet every time we cancelled priority seating via AA internet website then we were no longer able to print out boarding pass. That's all we wanted: Print out Boarding Pass yet automatically website goes to priority seating for $37.00. My son called AA and spoke to agent about issue. He did not want priority seating and proceeded to print out boarding pass. Thought charge would be dropped when he paid $25.00 cash for luggage. Charge remained on credit card. AA did not respond to my dispute of charge. It cost $37.00 to print boarding pass. Please advise, Jolene Logan

Desired Settlement: Refund of $37.00

6/20/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased a ticket for a business-related travel event. I purchased well in advance and knew that the fare was non-refundable. I am not seeking a refund. I no longer have the position associated with this event, so was not able to travel. I contacted AA's reservations to have the ticket applied as a credit as I have done previously. I was told that of the $310 fare, the credit that would apply would only be $110 as $200 was charged for a "change". While I understand that a fee structure is necessary to guard against capricious changes, this situation was different. I appealed to AA's customer relations department. What I got was a "what you should've done" form letter attempting to educate me on how to book a ticket. The two incidents require that I somehow have foreknowledge of my impending release. Purchasing the refundable fare would not be approved by my former employer. The insurance option requires an inkling of my release.

Desired Settlement: $200 should be restored to the credit.

6/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a ticket on the American Airlines website. The website malfunctioned. My ticket was booked but not ticketed. I was not made aware that this had occurred. I made a purchase is good faith and their website did not process my credit card information. I was able to rebook the ticket a few months later when I was tried to find the reservation and they told me it was never recorded and they charged me an additional 388 dollars. I clearly wanted the ticket and thought it was booked. I called several different people looking for the order and each person had a different excuse for why the order was not executed. Then I rebooked the exact same itinerary from months earlier for an additional cost. The customer relations team was rude and not at all interested in any of these facts. I have never had an issue like this before. The original order was ****** The new order is ******

Desired Settlement: I would accept a refund or a credit for the additional 388 dollars I had to pay when I rebooked the flight.

6/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am active-duty military and currently reside in Germany. When I went to check in for flight back to America from Frankfurt Airport last month, I was told that I must pay for my second bag. I did not have to pay for two bags when I went home to America the month prior. To avoid conflict, I paid $85 for my second bag and made it home to America. Upon making it home, I checked your website and saw that I was allotted three bags as active duty military. I contacted American and was told via email that I would receive a refund. The ticket number associated with the email was ************** I do not understand what is taking so long, and cannot get ahold of anyone. On my return flight from Indianapolis to Frankfurt, the attendant was clearly aware of your policy and had me present my orders (as I had done the first time in Frankfurt) and did not even attempt to charge for my second bag. Thank you for your time. Also, thank you to American for being so courteous to Military. I was traveling home for an unforeseen family emergency and something like three complementary checked bags took a huge burden off of a stressful time.

Desired Settlement: I would like the $85 amount refunded to my MasterCard.

6/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have flown on American Airlines the past two weekends from CMH to CHS. Friday, May 13, I had a flight from CMH-PHL-CHS. Approximately 5 hours before the first leg of the flight, I was notified the flight was delayed. As I researched incoming flights, I knew the flight would delay would be greater than 15 minutes and I would miss my connection. I was able to call and rebook through CLT. When I got to the airport, the flight to CLT was delayed, again indicating I would miss my connection. At the last minute, someone didn't show for a flight through DCA and I was eventually able to get to CHS through DCA. However, having 2 flight delays causing missed connections was frustrating. Unfortunately, I had already booked my flight from CMH-CHS the next weekend through American too and when I tried to move it from a PM flight to a AM flight to avoid delays, the airline said it would cost $320 to change (more expensive than just cancelling and rebooking). Flying from CHS-CLT-CMH on Monday, May 23, I was notified after I got to the airport that the first leg would again be delayed. This time it was due to maintenance around the coffee pot. This delay of 40 minutes didn't cause my to miss my connection but I was rushed to make my second flight and it was once again inconvenient. I fly nearly every week for business and personal travel and have not used AA in the past as I've heard negative remarks from others. The times the airline flies are convenient but it is not worth flying AA as the majority of times I have flown in the last month have had some inconvenience of rescheduling or missed flights due to airline delays.

Desired Settlement: American Airlines should have waived the change fee when I chose to rebook my flight from PM to AM as a result of excessive delays while flying the airline. I do not plan on flying with this airline again in the future.

6/16/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: my wife and I traveled thru American airlines.we were in Gifford Illinois .my daughter with 3 children and no husband called and was in emergency room called us to come home. I called AA AND WE MADE ARRANGEMENTS TO COME HOME. I WAS NEVER TOLD ABOUT A $25.00 PHONE RESERVATION PER PERSON...I called when I found this added on to my air fare. they said .that was the policy

Desired Settlement: yes I wand my $50.00 back .we paid plenty for fares. and I am sure they filled our seats for the following Saturday may 21st.flights and got paid for our seats that we not refundable. and plus that we paid $306.20 to return that Tuesday the 17th of may

6/16/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: To Whom It May Concern: I was 1.5 hours early with my printed boarding pass for A.A. flight 1332 May 3RD, 2016 and when I went up to the counter the AA Employee checked me in and then would not accept my one piece of luggage? I asked why she just said I needed to go on the next MUCH LATER flight? So I had to pay $75.00 more and miss my Interview in Pitt and end up not getting there until 1 a.m. Too late for Rental Car too! I am only asking for the $75.00 back when it should be a lot more for all the Stress and loss they made me encounter for this. Thank you, ******* ** ******

Desired Settlement: I would like a check or my credit card refunded for the $75.00 for a later flight, that I have no idea why I would be asked to do that for my luggage, when I was already checked in. No E cert. , etc.

6/16/2016 Problems with Product/Service
6/16/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I book American Airline tickets at their website for my round trip travel from Houston to NYC.I'm a frequent flyer with American Airlines and during that time of booking on May 19th 2016 the price was showing as US dollar of $124.40 each trip. I booked this round trip using my credit cards and later i saw this transactions in my credit card charged for round trip as $181.40 instead of $124.40.I called my credit card customer service and they told that the price was due to dollar conversion rate from Pound to Dollar rates. The tickets were booked as GBP (British pounds) and converted into US dollar price... I called the American Airline customer service and they told that during the time of booking my laptop has changed to GBP (British pounds) and it has no problem with their website.I was wondered and never felt this experience and ask the customer service how was my system got changed to GBP pounds at the time of booking ? I ask them whether the American Airline website will change to different currency across the globe during booking for the customers ? The Airline customer service couldn't able to resolve the issues.THIS IS ABSOLUTELY UNBELIEVABLE AND FRAUD... As a customer when i book any airlines thru website the customer will look the best prices across the airlines but this american airline website the price was changed to GBP at the time of booking and ridiculous ???This is the first time i heard from airlines that the customer booked the airline tickets at different currency (British pounds) using their website..

Desired Settlement: So,i request to refund the difference of amount $120 due to currency conversion or any possible refund amount due to conversation rate... Record Locator : UDHAUX ( HOU - LGA) Record Locator : JCWAIC ( LGA - HOU) Advantage Member : 45WWD48

6/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Hi, I am writing regarding about my American Airline Ref#************ with confirmation code ****** for ticket buying opportunity validation till September 28th 2016 which we got extended our reservation from AA customer relation in 2015 for me and my family( my husband, my son and my daughter) Total money was $1250.80. This time we are planning to use those validation confirmation code towards our new purchase and it won’t allow us to use it. So, I called reservation desk of american airlines. They were not able help me out and find out that tickets were expired which we purchased last year and due to some emergent personal situation arise and with AA customer relation help we got extend our reservation validation of ticket buying till September 28th2016. So, if we got extension then why they cannot able to use it. But the AA customer reservation office person - her name is Jay - Location DSW- her sign in ID is INY @ 1pm on 5-25-16, she stated that I have to contact AA customer Relation and then they will provide us a voucher towards our money than that voucher We can use it for our new purchase of till $1250.80. We are planning to book our vacation before September 28th 2016 with those extended reservation money for us and we need voucher for that as per AA reservation desk person. We need to book our flight from June 29th 2016 flight # 784 from PHL to LAS @7pm departure to return flight on July 9th 2016 flight # 809 from LAS to PHL @12:59am departure with my self and my family. total price per person is $302, so four of our family $1208 on 12/25/2016. Please try to help us out to fix this problem ASAP and provide us vouchers reference to those confirmation code by AA that AA provided to us or book our tickets using those money for above flight information. We have email confirmation for all those validation of ticket buying extended validation till September 28th 2016 from American airlines customer relation. I emailed them on 5/25/2016 for my facing problem but I have not heard from them yet. We want to book our reservation asap to plan out our vacation within our validation date to purchase. I am looking forward to hearing your positive and quick response asap. We need to book our vacation asap. Hope you will reply us soon. You may contact us on ************* Thanks, ******** ****

Desired Settlement: We need to book our tickets asap. As per AA customer relation email confirmation, either they can help us to book our tickets using those money that we have validated or they can provide a voucher towards those money so we can call customer reservation desk to book our tickets. But We are expecting this process ASAP stage. We want to plan our vacation along with hotel booking; car rental; etc.. We did emailed them and send a another complain via AA website for file complain to customer relation. but haven't heard from them yet!! Hope you will help us out. Thanks* ******** ****

6/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have to file a BBB complaint due to American Airlines' disappointing response to my concern about their misleading reservation system and bad airport service which caused my missing flight. First of all, American Airline sent me confirmation email with AMERICAN AIRLINES flight number rather than their partner's flight number.Second, AA sent me detailed checking-in information with AMERICAN AIRLINES rather than with their partner airline. Third, they list the same reservation details rather than partner flight info in my AA account. Last but not least, their airport staffs were rude and unprofessional. Here's my experience: In February 2016, I reserved a flight through American Airlines and received a confirmation email (******)with exact flight number AA 7134 (there is no Alaska flight number). The same reservation details (AA7134) were also listed in my AAdvantage account. The confirmation email did state "Traveling passengers may check in and obtain boarding passes for U.S. domestic electronic tickets within 24 hours of the flight time online at AA.com by using www.aa.com/checkin or at a self-service check-in machine at the airport. Check-in options may be found at www.aa.com/options. For information regarding American Aielines checked baggage policies, please visit wwww.aa.com/baggageinfo.” On 5/22/2016, We arrived at the OGG airport at 11:00am and there’s a long line of about a hundred passengers waiting for checking-in at AA counter. None of the self-service machines worked and there were only two representatives manually helping passengers. We waited for about an hour and a half and were told by AA staff member that she cannot locate our reservation and asked us to check-in with Hawaii Airline. I asked her what is the flight number, she re-checked impatiently and this time she asked us to check-in with Alaska Airline although she did not know the flight number. We (with a baby) ended up missing the flight and stayed at an airport hotel at our own expense.

Desired Settlement: $279 cash compensation to cover airport hotel cost

6/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My flight was changed from a next day layover to a 2 hour layover leaving me with a non refundable hotel room.

Desired Settlement: Reimbursement for the hotel room that I have to pay for but not staying in due to the flight departure day change.

6/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Our family flew with AA on 5/20/16. After board the plane my son reclined his seat and was resting while waiting for the remainder of the plane to load. The Co-Pilot was walking down the aisle and he stood behind my chair and SLAPPED my son on the forehead and said put your chair up. People were still getting situated, the door was not closed yet, the seat belt sign was not on yet but regardless he SLAPPED my son in the forehead instead of tapping his shoulder or asking me "Is this person with you? If we didn't need to be where we were going that morning I would have taken my son and walked off that airplane.

Desired Settlement: I do not know what can be done. Anyone on the plane saw the Co-Pilot do this.

6/16/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I have already filed a complaint with AA but they disregard it. I called reservations for help booking three tickets and was charged $75.00. When I received my email confirmation the seats I just paid for were not assigned on the reservation. The reason I called reservations was to specifically reserve certain seats and wanted to confirmation they were reserved. Not only did the agent fail to assign the seats, he failed to put all three family members on the itinerary. I had to call again this time my email confirmed my son and husband were sitting in the same seat. I asked for a agent assist refund and they will not give it to me. AA Ref# ************

Desired Settlement: Refund $75.00

6/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My bag has been lost for two weeks now. The bag file number is *************, and the record locator number is ******* I was forced to check my only bag at the gate, and as a result, my bag is now lost and/or stolen. I have been continuously contacting American Airlines representatives in regards to this situation, but they have been telling me that they cannot find my bag and that it will take up to three months before they can actually find it; if they can't then we'll only "discuss' a resolution. I have over $3,000 worth of items in that bag. All of which are my personal property that I would very much like to have back. It didn't take American Airlines three months to debit my account to pay for those tickets, nor did it take them three months to make the decision to force me to check my bag when I did not want to. I expect a resolution much sooner than that time frame; it's asinine and unfair! I have made numerous complaints and filled out the complaint form that BBB.org prompts us to before this most recent complaint!

Desired Settlement: I would like reimbursement for my missing items. I was told that some items may be omitted because of the Carriage Policies or something of that nature, but I never wanted to check my bag. The person at the gate was so adamant and pushy that I had no choice. In addition, that was the only bag I had; I could just carry these items in my hands the whole way! As such, I would like American to pay me for those now lost items.

6/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a ticket on AA online site on April 3rd.ticket number *************. Locator ******* I realized I had made a mistake, and I called within half an hour the European office , and I was told I could not get a refund, but a change was allowed at no cost. Though It says on the confirmation I received that I had 24 hours to cancel my flight and get a total refund if the purchase had been made more than seven days before departure. That the first problem. Secondly, on April 24th 2016 at 3:47:11 pm I called the European office, English speaking agent, to make a change on my ticket to leave on May the 1srt with a return on May 9th. (my son who lives in Florida had hurt himself falling from a ladder and I had arranged to visit him). On that day the fare was a lot cheaper than when I initially bought my ticket. It was exactly 1525.68 €. Plus 250 € fee for changing the ticket, the agent told me I would received a voucher my snail mail of 1210.62 €. I printed from the AA site my new booking and On May 1st I went to the MRS airport to catch my flight. The counter agent told me my ticket was not valid and that I had to call AA, while on the phone with them I lost my flight, and they re-arranged to book me on others flights to MCO, and that I had to pay over 7000 € of fare difference! I could not believe it since the mistake had been made by one of their agent! I tried for over 3 hours to get somebody at the European and American offices that would explain me exactly what happened with my ticket . I refused to pay the fare difference, and I could not leave! Back home, I was told that I didn’t pay for the change of flights, but The fees were supposed to be deducted from the voucher I was going to received! Thirdly, I emailed a the AA site that same day and up to this day , I haven’t received any answer. Then I was told on May 1st by the European Office that my ticket would be refunded, but that it would take at least 7 days, so far I haven't received anything.

6/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: went to florida on may 8 and needed a wheel chair during the whole flight when I got to Washington Reagan airport there was no wheel chair waiting so I had to walk to the main counter to ask for one ,they took me in a electric cart to my gate ,no wheel chair there.had to go to the bathroom so I had to lug my luggage to one had to stop quite a few times to catch my breath ,made it back ok waited for an hour then went to board the plain and that was cancled,they gave us a voucher for food and hotel,got to hotel and got wheelchair to my room .asked for wake up call at 4 am never got it or a wheelchair at 4:30 am had to catch a 6:15 filght to Pensacola fl. they gave me a 200 credit for a next flight whenever I want need it .but if you get bumpped they will give you 300 I lost I day of a 5 day vacation told them I wanted it taken off my credit but no just a voucher for another flight why would I fly them again when they cant even have a wheel chair ready don't want a full refund just 300 dollars taken off my credit card I have COPD so I needed the wheelchair I did not have to bring oxygen as long if there was a wheelchair there I will never fly AA again worst service I have ever had besides losing 1 day visiting my daughter son in law and my granddaughter thank you for reading this ***** * ******

Desired Settlement: I would like 300 dollars taken off my credit for such a BAD flight and service

6/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I arrived at the airport two hours early for my flight on April 8, 2016. I went to get my wheelchair and no wheelchair was in my ticket which required me to stand and wait on one. I stood over an hour waiting on a wheel chair. The wheelchair was requested three different times by three different people. I finally got the wheel chair then they say me there and discussed for ten minutes whose fault it was that I did not receive a wheel chair. By that time they were trying to rush me to the fat and past security to get me to my plane in time. It was too late and as a result I missed my flight, missed my 9:00 meeting, my car rental rate went up and my entire trip was ruined. I filed a formal complaint with American Airlines on that day and they have yet to return my email.

Desired Settlement: I want a full refund of my ticket and a complementary ticket anywhere American Airlines flies. This would be equitable and fair to me.

6/13/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: When booking my sons airline ticket with American Airlines for the first time on the phone with a rep. They did not tell me if I changed his ticket I would have to pay a 200 fee. It is within plenty of time before the flight would have taken place I am pregnant and cannot drive two goes to the airport myself since I'll be 9 months at the time of the flight which is court ordered his father changed his dates. The airline would loose no moe y due to the amount of time given before the flight and the rep should have stated this on the phone when I was making the reservation and I would have not made the reservation I would have waited. I am asking that the 200 fee be refunded to me as I literally do not have the extra 200 and I'm about to give birth soon. And that all reps be given training and this be a warning they give. Consumers over the phone. Or they can refund the entire ticket.

Desired Settlement: Either the 200 fee or the entire flight of 468

6/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am very disappointed with american airlines especially how its employee conducted itself on my last flight. I was traveling from Ohare to New york liguardia airport. On the flight an attendant was moving the food beverage cart and hit the passenger seating next to me. The passenger was extremely mad and started complaining to me. He was mad that the staff did not apologize for hitting him with the cart. He said that "the airlines in america are really bad." It then escalated where he said "I am going to complain to the captain." It then went downhill from here. The AA employee that hit him with the cart said in a screaming manner "are you okay?" Do you need medical help? She then said should we take you to the hospital." The passenger became very angry and raised his voice and said "I will call the captain." The employee instead of apologizing was screaming in my ear to the gentleman "You seem to be alright, I think you are just being mean to me." All hell broke lose and they got into a heated argument and I am in the middle of this. For the next hour the passenger complaint to me. The coworker also did not apologize and screamed at him in my ear. I was very concerned about my safety and paid a lot of money for two people to argue with each other. The passenger insisted I help him talk to the captain.Again I am paying you for a flight of which I was put at risk On a previous flight my baggage was lost by the staff at the airport. I was late to work, had to wait at the airport an extra two hours. The staff in baggage claim took my luggage as the bags were coming out and when I asked the employee that took my bag they said baggage claim customer service did not have it. I was directed bag to baggage claim. While waiting an AA employee was next to me and told me to wait another hour and go to the counter later. When I went to the counter i was told to sit down for another 30 minutes. I was informed by customer service the bag was mishandled and it was in the the bac

Desired Settlement: I want miles to be used for a future trip and a voucher for the mishandling of my baggage. I should get at least a 100 a 200 dollar voucher as a gesture of good for each hour I was late. I also believe that you should give me back my miles

6/13/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Over two months ago I purchased a ticket to go from Atlanta (GA) to Raleigh (NC) in order to attend my graduation ceremony at Duke University, a flight from Raleigh (NC) to San Francisco (CA) for vacation, and a return flight back to Atlanta (GA). I did this through the travel agency THD Travel HelpDesk. Due an unforeseen change in work schedule I later inquired about the possibility of changing the dates of my original flight from ATL to NC and then my return flight from SF to ATL. Because the change charges exceeded $500, I determined that it would be easier to just purchase two new flights, accepting the sunk cost of the two flights that I would not be taking. I would buy these two new tickets with Fontier and use the one that remained from NC to SF via American Airlines. Everything went fine when taking my first flight with Frontier from ATL to NC. Later, once I arrived at the NC airport in order to travel to SF, I was informed that the remainder of the flights had been cancelled automatically by their American Airlines system. Because I had not gotten on the first flight (from ATLT to NC), American Airlines had assumed that I had missed the first one and was thus unable to catch the following ones. I was also told that by not getting on the first flight I had “breached my travel contract.” This argument in nonsensical and bogus because I had bought separate flights and tickets for separate destinations, and not a single flight. I was not “laying over” in NC for two days, I was traveling there before traveling to a completely different location. Still, American airlines stole the remainder of the flights I had purchased to give them to someone else, and I never even got any kind of a refund. They blatantly robbed me on the service I had purchased and left me powerless to do anything about it at the airport. I was then forced to buy another flight to SF, and paid over $600 for it. I believe that a full refund of that ticket is in order.

Desired Settlement: I want a full refund of my ticket

6/13/2016 Problems with Product/Service
6/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: This is a copy of the letter I wrote to AA I'm writing this letter to explain a situation that happened over 2 years ago that we still haven't been refunded. Every summer I travel for work to California. I never know my exact return dates until a few days before I depart. On August 13, 2014 I purchased my ticket for what I thought was travel on Aug 16, 2014. I entered in the date of August 16th and then proceeded to fill in all of the other required info when purchasing a ticket. Before finalizing my purchase I realized I hadnt entered in that I would be traveling with a lap child. From my prior times traveling with my daughter I knew that I would be required to have a security document for her in order to get through security even though she wasnt a ticketed passenger. I hit the back button to try & find an area to enter in that I was flying with a lap child. After looking, I finalized the purchase. I arrived to the Monterey, CA airport Saturday morning with my family and went to the ticket counter to check our bags. The ticket counter agent (who is not an employee of American Airlines) told us that we were not passengers on that flight. I was in shock and told her that I had our confirmation number and proceeded to give it to her. Finally, she figured out that our travel date was August 13 (the day we had actually purchased the ticket). She said that we were recorded as no shows that day. Since the Monterey airport is very small, the ticket counter agents work for the airport,not American Airlines directly. Because of this, she said there was nothing she could do to help us & suggested we call American Airlines. I immediately called American Airlines & after being transferred several times talked to an American Airlines employee & explained the situation. She was very apologetic & said it was a website glitch. At that point, it was too late to get us on the flight, but she said we would be refunded in full. Iamunabletoincludethefullstory-nospace

Desired Settlement: I want the refund I was PROMISED by an American Airlines representative. I wasn't able to include the whole explanation of the problem in the space above bc it only allows for 2,000 characters. While speaking with the AA rep that promised we would refunded and apologized for the website glitch she specifically said that the refund would take several months to go through. This never happened. I tried multiple times to call, email and write a physical letter in to complain regarding our lack of refund. They ended up refunding ONE ticket only, but not the other ticket and NEVER gave any type of explanation why we were not being refunded for both tickets. I have the ticket numbers if needed. AA does not respond to my letters other than to say that the situation has been resolved.

6/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines states I was suppose to be refunded (2) tickets for $348.60 each for a total of $697.20 on September 1, 2015. However, this refund was never credited to my account. I have contacted American Airline's refund center and submitted the appropriate information including their information provided on the website, my credit card statements, and the document they ask to be filled out. I have not been contacted back with any information. I have filed a complaint for both tickets on the website with no contact.

Desired Settlement: I would like to have my money refunded as stated.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My wife and I (AAdvantage ********) booked a Royal Caribbean cruise to Alaska on May 20th-May 27th, 2016. This was a vacation that we have been saving and planning for over 2-years. It was our once in a lifetime dream vacation. We placed our trust in American Airlines to get us to our final destination. We were booked American Airlines flight ****** (HYUIAV), leaving on May 20, 2016, at 7:05am from Houston/George Bush to Dallas/FT Worth, then a connecting AA1264 flight from Dallas/FT Worth to Vancouver at 9:16am. My wife and I got to the airport at 4am to ensure we had enough time to check our baggage and go through the TSA screening. As the time approached for us to begin boarding, an announcement was made that American Airlines flight 5692 in Houston had mechanical issues (they had to recharge the emergency lights), and was delayed. First it was delayed for 30 minutes, then another 30 minutes. About that time, I got an automated call from American Airlines notifying me of the delay and that my existing flight ******** had been cancelled and that we were rescheduled on a new flight at 5:30 pm to Dallas, then 7:49pm to Vancouver. I called American Airlines customer service from the airport terminal so I could speak to a live person. I told the representative that my Royal Caribbean cruise leaves port at 4:30pm and that the new flight that we had been rescheduled on would make us late. The American Airlines representative looked at several other flights but was unable to find us another flight to get us to Vancouver in time for the cruise ship departure at 4:30pm. We then looked at flying to Ketchikan or Icy Strait Point and catching the Royal Caribbean cruise from those ports. Unfortunately, the “Jones Act” restricted us from being able get onto the ship at those ports. After a few minutes, the American Airlines representative told us that nothing was available that would get us to Vancouver in time for our cruise. Our American Airlines flight was cancelled and we were issued a refund. When we went to file a claim for our baggage which had been sent to Dallas on the original ****** flight and discovered that a direct Continental flight from Houston to Vancouver was available that we could have been put on, but we were not. I feel that American Airlines did not do everything that it could have to get us to our final destination. Worst yet, our Royal Caribbean cruise (booking #******** and Alaska Airlines return flight *************** and **************) were nonrefundable. The frustration of the delayed American Airlines flight and missing our Royal Caribbean Alaska cruise has just been devastating to me and my wife. You can’t imagine the unbearable grief and despair we have suffered as a result of this negative experience. I could not get my wife to stop crying. What has made this experience even more traumatic is the lack of empathy displayed by every American Airlines employee we reached out to for help. American Airlines had a duty and responsibility to get us to our final destination. I can understand if we missed our flight due to arriving late or if the flight was delayed for weather related issues, but our dream vacation was ruined through no fault of our own (airplane mechanical issues). Therefore, I am requesting that American Airlines also reimburse us for the cost of the Royal Caribbean Alaska cruise ($1,582.12), and Alaska Airlines flight ($828.00), totaling $2,410.12 (see enclosed). Sincerely, **** ****** ************ **********************

Desired Settlement: I am requesting that American Airlines also reimburse us for the cost of the Royal Caribbean Alaska cruise ($1,582.12), and Alaska Airlines flight ($828.00), totaling $2,410.12 (see enclosed).

6/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: A few days to prior to my flight from Raegan National, Washington DC to Birmingham, Alabama, on March 29, 2016, I called American Airlines and a representative informed me that if I applied for the American Airlines Citi Bank card, I could check my bag for free on my flight. I was also told that if I spent $1000 on the card in the first 3 months of having the card, I would receive 40,000 American airlines miles that could used for a trip. I applied for the Citibank card and was told by the representative of Citibank that I was declined and she could not give the reason for the decline over the phone. I took my flight to Birmingham, Alabama and while I was visiting Birmingham, Alabama, a Citibank representative told me that I was approved for a $12,000 line of credit. I was told that I would receive my card in the mail in 7-10 days. I gave the representative my correct address and she read the address back to me. I specifically told her I lived in apartment “R118” (I even said “R as in Rainbow”). The representative read back out my address to me to confirm. I called American Airlines and was told that I could inform an American Airlines representative at the airport that I was approved for the Citibank card and that I could check my bag for free for my return flight on April 5, 2016. When I got to the airport, an American Airlines manager told me that in order for my bag to be checked for free, I had to purchase the airline ticket the Citibank card. The previous American Airlines representatives did not inform me of this. The previous American Airlines representatives told me my bag would be free. About three weeks later, I called Citi Bank because I received the terms and conditions for the credit card, but did not receive the American Airlines Citibank credit card. A representative informed me that the credit card had been sent to the wrong address by mistake and that the card would have to be cancelled for security reasons and a new card would be sent to me in 7 to 10 days. I went over my address a few times with this representative to ensure he had the correct address. Being a victim of identity theft in the past, I did not like that a card with my name on it was lingering somewhere else. About a week later, I received a Citibank card, but I was unable to activate the card. I called Citibank and was informed that the card I had was the original card that was sent and was cancelled. I asked the representative when I would be receiving the new American Airlines Citibank card, and the representative transferred me to a manager named **** *** informed me that the second Citibank card had also been sent to an incorrect address and that he would have to cancel the card for security reasons and issue a new card. I was told that I would receive the “third” new card in another 7 to 10 days. I asked *** if I would still have 3 months to spend the $1000 and he said no. *** told me that the 3 months began on the date I was approved for the card. I explained to *** that I have been giving Citibank my correct address and it is not my fault if Citibank takes 2 months out of the 3 months for me to get a working card. *** told me there was nothing he could do and essentially told me that I may only have a month to spend the $1000. I cancelled the Citibank card, without ever receiving a working card because I did not want to be forced to spend a $1000 in a month to receive travel miles. The free checked luggage and the travel miles were the only reason I signed up for the card. Citibank sent my cards to incorrect addresses twice, despite me giving them the correct address potentially creating an identity theft risk for me. I have excellent credit and I do not open and close credit cards without reason (I only have two other credit cards and they both have been active for a while). I am truly upset about the false promises made to me by American Airlines and Citbank. I got absolutely no benefit by going through the horrible ordeal of opening this card. I was falsely promised free checked bags and a 3 month period to spend $1000 so that I could earn 40,000 travel miles.

Desired Settlement: Check baggage refund and my 40,000 travel miles.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: An issue with the digital boarding pass provided by AA led to being unable to make the flight I was in line for. After exiting the line with a TSA agent who offered to jump me the the head of the line after grabbing a physical boarding pass, at the help desk the agent refused to print my boarding pass despite the TSA agent/ample time to make the flight with the jump back to the head of the line. I was then charged an extra 75$ to get onto a flight 5 hours later, and I have spent the last 12 days in an incredibly frustrating back and forth with a seemingly bored customer service agent named ****** ****. I have repeatedly asked for the mailing address to send small claims papers too, and she directed me to their website (Where the WA specific address is not listed) after ignoring the request in the previous 3 emails. Due to the busy nature of my morning and the 11 am flight I ended up in, I'm relatively certain my seat was sold to another customer, and that they made an extra 75$ in a fraudulent way.

Desired Settlement: A refund, and an apology, the way this was handled was incredibly upsetting. The airline has had ample time to respond to my address inquiry, but has just given me an email run-around.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My fiancé and I were unable to fly on a return flight for a return flight on 5/16/16 due to issues with a rental car which substantially delayed our arrival. Itinerary CJNZOO -- filed refund request ************* & *************. PIT to SMF via CLT. I was not able to be accommodated with a standby ticket despite reporting the incident within 24 hours (I had checked online and was informed that there were no flights available that day which is why I did not follow up until the following morning). When I arrived at the airport, I was told that I would be required to pay a rebooking fee, and even if it were waived then have to pay the difference on the one way flight, which amounted to over $700 on two tickets. I opted to book a slightly cheaper option on another airline and had to hawk a family heirloom in order to afford it, when reasonable accommodation of my extreme circumstances should have led to the issuance of two standby tickets. It's reprehensible that an airline would opt to have a customer be stranded in a city that they do not live in and essentially hold them for ransom, when they've already been delayed by further unfortunate circumstances. Common courtesy as a service oriented industry should have allowed them to accommodate my request. As a result, I am requesting a refund of the fare associated with the return flight for this trip, as I was ultimately not able to receive the services for which I had paid for.

Desired Settlement: I am requesting a refund of the fare associated with the return flight for this trip (both my an my fiancé's), as I was ultimately not able to receive the services for which I had paid for.

6/10/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I called in on May 7th to book a reservation. No time during the call was I told that I was going to be charged for the call. American airlines illegally charged me $100 in extraneous fees for reserving a flight through the phone. If I was told this, I would have immediately hung up and done it online. I am perfectly capable of booking a flight online. In fact, I did so on Sunday, May 8th. Now, the reason that I called in was 1) because I was driving, 2) because I wanted to see if it was possible to book a rewards trip for 1 ticket and to purchase another but have them side by side and 3) because I HAVE NEVER BEEN CHARGED FOR TALKING TO SOMEONE ON THE PHONE. I'm filing a BBB complaint. This continues a series of poor experiences with American Airlines. I'm moving to Dallas and unfortunately, I will have to travel with American more often.

Desired Settlement: I want to be refunded $100 for what they charged me and an additional $100 for the inconvenience.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: BBB,Dear Sir/Madam: It is my formal complaint against American Airlines,andI request to get my 142,281 miles back,? I am a frequency fly customer of AA for 30 years since 1987 (AA mileage number ********. I owned 142,281 AA miles and never use it because I need it one day for my Born Marrow Transplantation (Leukemia). I have my doctor medical necessary document for you to review. Unfortunately, recently I was told by AA that my 142,281 AA miles was expired few months ago. I was told that there were emails to note me but I never receive such emails. Then I was told that those emails might go into my junk mail box. I asked why I could receive AA email notice while I flied AA, It means that my email account works fine for AA, but I didn’t receive emails from AA for miles? She said anyway, I need to pay $600 to get my miles back. Of course, I can keep my miles If I could receive AA notes. I looked at BBB webpage, I saw BBB Accreditation: AA will not be responding to complaints if the consumer HAS NOT filed a complaint with AA directly at the following link, http://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations. So I followed AA instruction, to file a complaint with AA directly on May 10, 2016. AA emailed me that they received my complaint and asked me “to simply call **************”. I surprised, AA told me that they didn’t know my complaint file, and I have to pay $600 or fly two times with AA and earn 10,000 miles within 6 months, but they didn’t want to answer me about the reason I didn’t receive AA email notes. Now I understand that even I filed my complaint directly with AA, AA never care of customer complaint. Thanks for your understanding and time. Sincerely* ********* **** ************ May 18, 2016

Desired Settlement: I request my 142,281 miles back.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines lost my baggage on May 5 2016, never to be seen again. My bag was a carry on but I was forced to check it at the gate due to the full overhead bin space. I filed a complaint with them immediately and listed the contents of my bag. They went silent with me not hearing back until I received a phone call yesterday on May 17 stating they're completely denying my claim for zero dollars because they didn't feel it was valid. Mind you they never reached out to me to discuss the claim or verify anything. It appears very clearly that American Airlines has an agenda to try to avoid having to pay any claims.

Desired Settlement: I would like a fair settlement from American for the contents of my bag. Because I've had to replace the missing items and luggage out of my pocket, they've left me in a very tough position financially.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I Natalie Duncan Purchased airline tickets leaving out of Baltimore, MD heading towards Buenos Aires Argentina via Dallas Forth Worth, Texas. My depart date out of BWI was February 24, 2016 on flight AA997. The flight in which I was waiting on came in late causing my flight to be late into Texas, by the time I got to Texas my connecting flight had already left. American Airlines employees at the boarding gate was totally rude and very disrespectful. They had no compassion for the situation, I asked what are they going to do based on the situation and they reply “That I was not entitle to anything” basically I was on my own. Therefore I was stranded in Texas. After many aggravating phone calls and conversations to American Airlines customer service, I was handed a hotel voucher, to a hotel that had no vacancies and was told that I could not get my luggage. Here I am an individual stranded in Texas with no place to go, no clothes and nothing to eat. I was treated as if I was begging for a free flight, all I got out of this experience was disappointment. The hotel voucher was useless because some hotels didn't take it, most hotels were booked and when I did finally found one it was too late. All I could do was returned to the airport for my next flight. My plans to see Argentina before boarding the ship was ruin. This was my experience as a valued American Airlines customers. I made two attempt in contacting American Airlines and was told that I have to keep submitting complaint, this is ridiculous just to get a status. I haven’t gotten any feedback from the first complaint, so how can I submit others, when I don’t even know if they are working on the first complaint.

Desired Settlement: An apology and billing adjustment

6/10/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: May 8th, my wife and I were returning from a two year long overdue vacation/honeymoon from St. Martin to Newark. The return flight was issued by American Airlines and it was a one-stop return flight from St Martin to Philadelphia and finally Newark, New Jersey. After getting to Philadelphia, our flight was delayed for about 3 hours and changed gates 3 times (with very delayed notification). Finally after the 3 hour delay, our flight was cancelled because "there are no crews to work this flight". All passengers were routed to the ticketing agent and was told that the next flight out would be 8am (it is now 10:48 pm) and there is no guarantees that there would be availability on the morning flight, there were also no accommodations offered. Stuck, we decided to rent a car for the 2 hour drive back to Newark airport where my car was parked. Because it is about 11 PM at night and last minute our car rental was at peak price of $227 dollars for just ONE day. It was either that or sleep in the airport and wait around until "there is availability". Before going off to the car rental, we went to pick up our luggage, but was turned away because there was not even "man power" to get our luggage, even though they were grounded and still in the airport? Not only were we refused our luggage, but they only had one of the luggage's when we went to retrieve it the next day at Newark, and the second was not delivered until May 10th at 1 AM in the morning! With all this being said, and all the trouble I went through, I was refunded $36 for all this trouble.

Desired Settlement: I understand that I would not be reimbursed for the full trip back from St Martin, but please do not insult your clients with a $36 dollar refund. Especially when I paid $700+ for the 2 fares, plus upgrades, a $227 car rental and $52 in total for check in luggage. I was forced to rent a car and inconvenienced to just get home because your crew did not want to work the flight from Philadelphia to Newark. You need to do much better then $36 refund to even come close to being fair.

6/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I, my wife, my 10-year-old son, my 8-year-old autistic son, my 4-year-old daughter, and the rest of the passengers on American Airlines Flight 1974 from Philadelphia 9:30pm to Fort Lauderdale were delayed, inconvenienced, and not communicated with, not due to overbooking or bad weather or air traffic control, but due to the airline’s failures. The airline backed the plane we were on into a truck, failed to tell the passengers this had happened, failed to unload our luggage before towing the plane to a hangar for inspection, boarded us on a new plane with apparently no coordination with the ground crews, failed to provide food or allow us the opportunity to get food until after the airport vendors were closed, failed to communicate with our pilot about what was happening, failed to coordinate between the pilot and gate crew regarding whether we could leave the plane to get food and reboard without taking our carry-on luggage, and had us all deboard simply to reboard the same plane with no explanation as to why. Throughout the entire process, not one American Airlines employee apologized for this chain of errors or offered to do anything to make up for this entirely avoidable debacle. The only apology we received was from the pilot for turbulence on the approach to Ft. Lauderdale, which he can’t control. When I tried to contact customer service to file a complaint, I was told I could not talk with anyone. I had to contact reservations, which typed and forwarded my complaint for me. AA then had the audacity to offer us $100 vouchers for future flights. When I refused these, requesting a full refund, AA wrote "When applicable, we will offer a gesture of goodwill. Still, we have a responsibility to decline compensation requests when we feel it is not appropriate." If a refund is not appropriate in the case of an accident followed by unnecessary delay, then AA must not consider any situation appropriate for compensation.

Desired Settlement: At a minimum, I expect a full refund of my purchase price. An additional compensation for the unnecessary delay and hassle would be appropriate and appreciated, but unexpected.

6/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had to travel urgently from Orlando (MCO) to Toronto (YYZ) on May 12th due to a death in the family. I purchased the ticket reference ****** ****** ************* from the AA counter at the Orlando airport. The first flight MCO-PHL was uneventful. I arrived in time for the PHL-YYZ flight but was refused to board the second flight from Philadelphia because it was OVERSOLD and the flight was full. The AA staff lacked customer service courtesy and skill. I was rudely told to wait on the side and whenever I asked I was rudely told if there is space you will be allowed to board. The flight was for my grandmothers funeral. It was purchased on the same day from the airport, and was time sensitive. If you know the flight was overbooked, why did you sell it to me??? I could have chosen Delta, or jet bkue or united with available spaces. I asked for a refund and the ground staff were extremely rude and refused to refund me for the flight and put me on a later flight to Toronto instead. In extenuating circumstances such as these where I was traveling within a couple of hours notice and stressed out due to a death of a close family member, such incompetence on the part of AA staff and poor operational planning led to me being delayed for a family emergency and caused great inconvenience. It is impossible fro em to fathom how you could sell me a flight on the same day and say it is oversold... why are you still selling seats on a flight that's oversold??? Selling an oversold flight on the same day to me as the flight date is foolhardy, and an egregious breach of contract, let alone fraudulent way to sell tickets. If I am not refunded, and reimbursed for this, i will most certainly be pursuing legal action, and a complaint to the FAA,

Desired Settlement: REFUND AND COMPENSATION

6/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: may 14, 2016 ... American Airlines flight 5677 ... which i bought & paid for & showed up for Did not leave Phoenix for Austin Texas due to mechanical fail ... After They told us replacement flight was available Couple gates down - @ Phoenix airport - American Airlines then Canceled 5677 Which mean Austin travelers need to start over Finally did get last flight 464 and American Airlines said "talk to the local American Airlines Agent" Phoenix dumped inDFW @ 2:00am ... May15, 2016 Talked with DFW American Airlines gate agent She said - her printer did not work She said => Meet her at gate C31 - where i waited Then saw her on skyline - no show @ c31 American Airlines DFW gate agent May15, 2016 @ approx. 2:15am - LIED !!! no meet @ C31 American Airlines Phoenix - Lied!!! No hotel No meal available at Phoenix Airport or DFW !!!

Desired Settlement: Refund Hotel ticket Meal ticket Replacement flight for being left all night @ freezing DFW airport all night

6/7/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My girlfriend and I took a trip home with American Airlines in 10/2015 going from Buffalo, NY to Los Angeles, CA. Our first flight from Buffalo was cancelled due to the plane having mechanical issues. After a great deal of trouble, waiting, and extremely rude customer service from American representatives, we were able to get re-booked on another flight. We also spoke to an actually very helpful customer service representative from American via telephone while waiting, and the representative offered us two travel vouchers due to our troubles with the rude customer service agents in the airport. Due to our later flight though, we ended up arriving to LAX much later than initially planned. My girlfriend's parents in Ventura, CA were going to pick us up, but we got back so late at night that they could no longer come to get us since the drive to LAX was over an hour away. We had no choice but to find some way to return home that night as we both had to work early the next day. We spoke to American representatives at the ticketing counter who first said we could take the shuttle service home that American contracts to for customers to use. After checking, it was determined that the shuttle was no longer running that night since it was so late. Our only other option was to take a taxi home that night, which we knew would be expensive and outside our budget. The American representatives assured us that we could do this and just file for a reimbursement of the expense on American's website and we would be refunded the money due to our situation. We later filed for the reimbursement and after waiting an extremely long period of time and having to refile the request multiple times, American customer relations refused to give us the refund. An appeal to the head of the customer relations department resulted in the same outcome, but it was unclear if the head of the department even reviewed our case.

Desired Settlement: I am simply requesting the refund for the taxi cab fare ($231.78) as we were initially promised we would receive by American Airlines. Although we were given two travel vouchers for $300, these were in regards to an entirely separate issue which happened earlier in the day and had nothing to do with the unexpected cab ride and large out of pocket expense we incurred that evening. Also, if we decided to use the vouchers, we would still be required to spend additional money since most round-trip flights cost more than $300 and there are other expenses along the way. This is really just more advertising and business for American...The refund of the taxi fare is such a small request to make of such a large corporation and should be a no-brainer really considering our experience. If given this refund, it would go a long way in our ever deciding to use the airline again and repairing the now tarnished reputation American Airlines has with us. Thank You

6/7/2016 Advertising/Sales Issues
6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I contacted AA to request a modification to a set of ticket vouchers issued to us on July 3, 2015. During a phone call, a customer service representative of AA had directed me to submit the following request verbatim to AA Customer Service Relations via email, since we had an unsuccessful time utilizing the ticket voucher during the winter and spring time frames. Due to a serious illness and what would be an impending death in the family last year, upon request, American Airlines kindly issued 4 ticket vouchers, free of change fee charges, to our family for a separate family trip that needed to be cancelled due to our emergency. Two months after this request we were faced with a worse case scenario in which a close family member (mother) died in a rapid and difficulty manner. We provided AA with all supporting documents related to our situation. Upon trying to utilize the voucher (ticket change fees waved) during the winter and spring time frame, we have experienced difficulty on multiple occasions to get tickets due to restrictions. The ticket booked for our 4 year old son was done under awards travel, the others were not. On the occasions we tried to book, prices were prohibitive to use these tickets due to unavailability of comparable rewards travel/ticket prices.

Desired Settlement: I had respectfully requested that the following actions be done to these vouchers in light of our situation, as we hope that our customer relationship with AA will be honored, and we can successfully attempt to utilize our voucher. 1. Extend the voucher expiry for my husband, my daughter and myself through the end of July 2016, maintaining ticket change fee waiver. 2. Please return rewards points to our son's account, and waive the fee associated with this refund, so we may re-book our travel accordingly with these points available for travel.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I did previously file a complaint with AA directly and received an unsatisfactory response today. I missed my cousin's wedding ceremony due to a missed connection caused by AA. There were several other customer service issues experienced during this trip and ultimately It resulted in a very upsetting and traumatizing situation for my family and I. AA is unwilling to grant a refund of any kind and I am highly upset. From start to finish, the trip was a nightmare and the unwillingness of this carrier to show any kind of remorse for the inconvenience is unconscionable.

Desired Settlement: I would like a refund in full for the headache. I was to be in the wedding ceremony and was unable to participate as planned due to the missed connection. The ceremony was completely ruined.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: To make a long story short. I purchased 2 airline tickets over the phone a few months ago. I asked the rep to make sure the seats were right new to each other. I emphasized it multiple times the rep said I was sitting next to the person I was traveling with (we paid for row 7 extra leg room for additional cost) I get an email that said I'm all the way in row 30 and my family member was in row 7. I kindly called and asked to have my orginial seat that I chose. Told me it was not available any. I asked what happened he had no idea. So I told the rep my anxiety is bad that I have to be in front of the plane and next to my family. He said there was another flight on AA in front of the plane next to each other. The rep was very pleasant and told me all I would have to do is pay again and would get all my money back in a few hours for the first ticket I purchased by logging in to the website. So the rep told me to purchase new flight and I would get a full refund for other ticket purchased previously. So trusting him I did purchase yet another flight. Come to find out they only refunded me $27 of the almost $300 I used to purchased the first ticket. I told AA that I was told by their sales rep I would be refunded all of my money back. I would have never purchased another ticket if I knew I wasn't going to get a full refund. I was misinformed by their own reps and now are fixing me the run around. I also told Them to review the recording because it is clear the rep said I will get a full refund. Now they are saying no after the misinformation by their staff. I even asked them if I can't get a refund can I atleast bring two people since I techniqually purchased 4 tickets in total.

Desired Settlement: To be refunded ALL of my money for the two tickets purchased the first time around at near $600 all together. OR let me use the "two extra tickets" on my family members.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I called in to speak to a rep about upgrading a my flight using miles and the rep had informed me it would be 15,000 miles and $75 to upgrade the tickets to first class. The rep had told me that there were no upgrades available on my flight but there was on May 25th a flight leaving from JFK to LAX and a connecting flight to OGG (Maui). She told me she can switch the flight for me at no cost and then we can upgrade the flight, she put me on hold while she was changing the flight and I had transferred my points from SPG to AA as advised by the representative. While I was on hold the call the disconnected. When I had called back the rep that had answered was rude and told me the rep I spoke to was wrong offering no help to me. I asked to speak to a supervisor and the supervisor was even more rude than the rep yelling at me telling me the first rep I had spoken with had given me the wrong information and didn't let me speak. I have never in my life experienced such rude representatives, I deeply regret choosing American Airlines over Delta. If I could cancel my flights I would have without thinking twice and booked it with Delta Airlines. No one was willing to help me and correct the wrong your representative caused. I will always think twice before ever booking a flight with American Airlines again, I never want to have to speak to another representative of American Airlines. I will be making formal complaints with all possible bureaus. I should not be charged when a rep had told me I wouldn't be and I should be charged more than I was told I would be. I was told There would be no fee for changing the flight and I would only have to pay $75 per ticket and 15,000 miles for upgrading my ticket.

Desired Settlement: I would like a refund not credit of my flight change fee and expedite fee on flight upgrade. I should not be charged when a rep had told me I wouldn't be and I should be charged more than I was told I would be. I was told There would be no fee for changing the flight and I would only have to pay $75 per ticket and 15,000 miles for upgrading my ticket.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On March 5th 2016, I visited the AA eShopping website to make a large purchase and receive bonus miles. I ensured I was logged into the site to be redirected to the Dell.com website to make the purchase. To this day I have not been awarded the bonus miles that I am entitled to. I have contacted the eShopping customer service multiple times over the past months and have not been given an answer other than they are "Waiting on the merchant". There seems to be no way to have the issue escalated. I have also contacted AA Customer Service, who replied that they are not affiliated with the AA eShopping entity and are unable to provide any assistance. If this matter is not addressed I will be pursuing the local news agency in Dallas to run a story about the fraudulent activities of the eShopping and AAdvantage program.

Desired Settlement: I would like the miles that I am owed credited for my purchase. Also, an explanation from AA as to why this issue has been difficult to resolve and their steps to keep it from happening to another customer who has been loyal to the brand.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a ticket on 5/7 for my son. On 5/9 the school released the end of year testing schedule dates. My son was scheduled for 5/17 which was the date of the return flight. I immediately called on 5/9 to cancel and was advised that the ticket was non refundable, but that I can always reschedule. And that if the ticket was more I'll just pay the difference. I called a couple of days later to reschedule and was advised that there would be a $200 exchange fee plus the price difference. I was basically robbed for $312.20 if I didn't pay the additional $200. Well I cannot afford to pay that. I used all that I had to purchase that ticket for a college opportunity for my son.

Desired Settlement: To be refunded the full price of the ticket of $312.20

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I am certain that the social and the Canadian media would be very interested in knowing the sickening ordeal and abandonment that an elderly wheelchair bound passenger, in-transit from Calgary Alberta faced at the Pearson International Airport while left in the care of American Airline’s staff. Ms. ***** a wheelchair bound passenger, was wheeled into the departing lounge at approximately 4pm by an airline attendant and was left next to my aunt (who also uses a wheelchair). The attendant promised that she will return by 4:50 p.m. to board Ms. **** into the Aircraft for her flight at 5:50 p.m. No one announced the delay of the flight until approximately 7p.m., as they began to announce the delay of the flight I noticed Ms. **** exhibit obvious signs of agitation, making groaning noises. Ms. **** and I had no relation prior to this day, however, anyone could see the physical pain and discomfort she had been in and that she was clearly unable to help herself. I approached her due to my humanitarian and compassionate conscience and asked her if there was anything I could do to help her. Ms.**** was in so much discomfort that she begged me, a total stranger, to take her to the bathroom. You could only imagine the great feelings of despondency and low spirits Ms. **** was facing which triggered her to ask a complete stranger to help her with such a private and personal matter. Understanding this, I assisted her to the washroom (and had to do so on more than one occasion). At 8 p.m. Ms.**** became upset about the plight she would encounter as her party in the USA is not aware of her flight delay and asked me if I could wheel her to phone on the wall to contact her party. I wheeled her to the phone on the wall, and spoke to one of American Airline’s staff over the phone on her behalf. I asked for assistance using the their phone to contact her party in the USA. I was asked for my identity by the person on the phone who thought I was a fellow American Airline employee due to my concern. When I told him I was just a passenger as Ms **** was, he thanked and commended me for my generosity in aiding the passenger; but told me the airline policy does not allow those phones to be used for long distance calls, but only emergency, local calls. Since I viewed this situation with urgency, I pleaded the with the staff member to allow me to make a local call to my home which he accommodated and I phoned my daughter and gave her the contact information for Ms.****** party and asked her to make the long distance call and inform them of the extensive delay in her flight. I continued to extend much needed assistance to Ms **** at our arrival time at JFK. Which was now close to midnight and no one was at the airport to meet either myself or Ms **** as they apparently got tired and left due to the long wait. I was not in possession of a personal cell-phone, so I borrowed the JFK staff phone to call both party’s to inform them of our arrival, we waited for approximately 1 hour and a half hour before we were picked-up from JFK. Myself and my elderly, wheelchair bound aunt along with Ms. **** made our way out of the JFK after midnight, making it the morning of April 08/16. This defeated the sole purpose of the visit to the United States, as I purchased this ticket to see my late aunt one last time before she was buried. The viewing of the body and family gathering ended at just about 11:30 pm. After all of the fatigue I went through, I was unable to see my loving deceased family member. I have a serious problem with a business (American Arlines) that will entice people with so-called cheap airfares and a customer satisfaction promise while being their care as a passenger. In my opinion, I found American Airline lacked humanitarian and compassionate skills, by maintaining their rigidity in their policies and procedures, which constitutes very poor business ethics. American Airline should note that people are the foundation of their business and they deserve to be treated with dignity and respect that was so lacking in this situation. I am confident that not only the Canadian media, but worldwide social media will benefit from hearing this horrific experience and choose wisely when booking flights with American Airlines and ignore the attractive prices, because that’s all they are, “prices.” Customer comfort and customer service are most definitely not included in that price. I will re-consider my opinion and the negative stigma I have of American Airlines, as soon as the person in charge of this affair re-considers their cold, inhumane, and unconscionable response to my previous complaint.

Desired Settlement: I want American Airlines to acknowledge the poor customer service I received from them and compensate fairly.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was delayed on the runway for over 30 min in perfect weather. The Knoxville flight arrived in Charlotte and I was told to run across the airport t make the next flight. I ran as fast as possible an arrived at the gate as the flight was pulling back ahead of schedule. They could not wait a few min for me to make the run. I hurt my leg in the process and bumped a few people attempting to make the flight. The representative was very rude and did not offer any explanation. This delay was very costly to my travel arrangements.

Desired Settlement: I would like for American Airlines to improve their communication with customers. I am hurt and that was partially caused american airlines telling me to run across Charlotte airport in order to miss my flight.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My wife, her mother and I flew with AA in December 11, 2015 to Tegucigalpa Honduras on flight # ********* There was a big issue with that particular fight apparently as it regards to the baggage which was delayed by a very long time. As a result of this error we encountered several expenses which we were told by AA that would be refunded by us completing a Bagged delayed form. Since Dec we have been dealing directly with AA and constantly following up on a status of our claim. We call the main 1800 number and we even have email communication but as of today we have yet to receive credit/refund for all the expenses we accrued due to this negligence. My wife's mother even had to book a trip back to the U.S.A canceling her vacation in December as the stress of not having her baggage (which included her medication) had not arrived in time. She accrued medical expenses both in Honduras as well as when got back here to the USA as a result which we need for AA to refund as well. We have tried working w/ AA since day 1 as diligently as they instructed us to and provided proof of every single expense as they require but their failure to respond to our phone inquiries about the status of the claim(s) and applying our refund has caused for us to seek out your assistance. We ask for your assistance in getting resolution on this matter and getting AA to provide us with the refund. They have all of our contact info and all the documents they require to process accordingly. Kindly contact me should you need any further info about the claims.

Desired Settlement: Give us full refund for the accrued expenses we paid out including the medical expenses my mother in-law accrued as a result of the stress she was put upon by not having her bags and medication on time.

6/3/2016 Delivery Issues
6/3/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: When booking with American airlines reward program, prices are displayed which are not available for purchase. This is done purposefully as these prices are made unavailable a year in advance as per their own representatives. In particular, I have screen shots where I click a price which states 37.5k miles and on the next screen only 65k flights are available.

Desired Settlement: The reward miles system is a clear bait and switch. The posted amount of necessary miles required for flight should match available flights. Furthermore, as per my several discussions with customer service, they know they are not offering ANY flights at certain prices on certain days for at least one year in advance. Yet they display on the customer side these same unattainable prices. I want this practice ended immediately.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: First and foremost, I HAVE INDEED CONTACTED AA. They are giving me the run around. AA lost my luggage in December 2015. I filed a claim and they said they have 3 months to locate the bag, so I waited. After the 3 months, I emailed to see what was going to happen. They then said they would start the process of writing a check and sending it to my home within 10-14 business days. I waited the full 14 business days (excluding saturdays because they would of just try to say that they don't count saturdays) to email the person who told me they'd send it in that time frame. They replied a week later and said they were going to open a ticket what ever that is. Today I called and spoke to a woman who was the definition of rude. I wanted to speak to someone higher up and she said "thats too bad for you because theres no one higher up who won't tell you the same thing I'm telling you." This is absolutely ridiculous because this happened 6 months ago and they don't care that they lost all my wardrobe--worth over $1000.

Desired Settlement: I want them to send me my check for luggage that had a worth of over $1000.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: In February 2015, I applied for a USAirways credit card from Barclays Bank. The credit credit card promotional terms and conditions guaranteed two companion certifications and access to the airlines premiere lounge. Shortly after being approved for the credit card and receiving it in the mail, American Airlines ("AA") acquired USAirways and merged my frequent flyer account. AA confirmed it would honor the companion and lounge access certificates and that they would be sent out to me in the mail. I never received the certificates. Upon further investigation, I contacted Customer Service for both, AA and Barclay's Bank. AA's Meeting Services department told me that the time to honor the certificates had passed whether I received them or not and that Barclays Bank issues the certificates, so they would be of no help. When contacting Barclays Bank, I am told that as a bank they would not issues airlines certificates, but worked in conjunction with AA formerly USAirways to promote the airlines new merger and frequent flyer program.

Desired Settlement: At this point, I would request both companion certificates and lounge access passes or compensation comparable to each.

6/3/2016 Problems with Product/Service
6/3/2016 Delivery Issues
6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a ticket from AA from Cleveland to Dallas, TX to fly on May 1, 2016, at 5:45 am. I later had a phone call from AA Customer Service about an issue with my credit card transaction. However, I was told that I could make the payment at the airport once I got there. I was at the airport at the front desk exactly 50 minutes prior the departure. However, I was told my reservation had been cancelled 10 minutes prior to my arrival. The customer service representative who called me didn't mention anything about cancellation timeframe which was 60 minutes before the departure. I was offered a new seat for next flight for more than $700 which was almost 10 times costly than my existing reservation. Due to the inconveniences and hassle that I had to go through, I had to replan my trip and cancel my appointments already scheduled earlier.

Desired Settlement: I would like the company to compensate my lost which caused by the trip cancellation. The lost that occurred due the inconveniences was about $750.

6/3/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I booked a ticket on April 12 and when I completed the reservation, it gave me a record locator number but said that the trip was cancelled. I never received a confirmation email for the flight, but my bank account was charged for the ticket. I was able to talk to a AA representative on 4/14 and she told me that she corrected the situation after re-inputting my card information. She told me that I should not be charged a second time for the ticket. On 4/18, I noticed that my account was again charged the same amount. I talked to representative and he told me that the charge was a double merchant charge and it should drop off within 5 days. On 4/25, I again called because the charge was not dropped from the account. The airline told me that they cannot do anything about the situation and will not refund me for one of the charges because they only see one charge on their side. Meanwhile, I am out almost $400 because of their mistake. I need this situation to be resolved and my money refunded for one of the tickets.

Desired Settlement: I would like American Airline to refund me for one of the two charges that they placed on my account.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Please see below to what I sent to American Airlines: I have flown with US Airways, now American Airlines and never before have I been so disappointed in my choice of airline. I was approached by contracted airport personnel, and told that my bag was too big to be a carry on and would have to check. The bag fit into the luggage checker and I was told I had to speak to a supervisor. I have flown with this airline, in one way or another, for 4 years and over 100,000 miles. To be told that the bag that I have used is too big, and considering this is the only one I have used for 4 years, is absurd. Yet, I sit here in the terminal, and notice that other passengers have bags that are of similar size and shape, if not bigger, and they are carrying them onto the plane. The supervisor at B terminal check-in* ************* sat there and told me that the bag was 0.5 inches too big (5/8/2016 at 1245). She did not even ask to measure it herself to give me an explanation as to why my bag no longer satisfies requirements, I had to ask her. In addition, her name tag was not easily visible. What an awful way to suddenly treat a loyal customer. I have photos of other bags that I noticed being carried onto several other flights, and they are clearly larger. I was told that I would have to pay to have this bag to my final destination, which makes this seem more about profit than customer service. Is there a list of approved carry on bag manufactures? All your site mentions is that the bag shouldn't be over a certain size, not that is must not. Thank god I have little travel remaining with my business as your has clearly taken a turn for the worst.

Desired Settlement: To allow me to fly with the same carry on that I have been using for 4 years. It is absurd that I have to justify something that is sold to me as compliant (Samsung carry on) to find that it no longer magically meets the standards that are set by American.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: A recent experience that occurred on my last trip on American Airlines simply shocked me. The confirmation code for this trip is URDJNW and my AAdvantage # is ******* On Thursday, May 5th, I departed from SYR to ORD (Chicago O'Hare) on American Eagle Flight #3637. The flight was delayed and we were made to wait on the tarmac for around 50 minutes because there was a technical problem with the GPU of the aircraft, and the pilots had to call the maintenance at Dallas Forth to resolve the issue. Obviously, this happened because of the poor maintenance of the aircraft. As a result, we had some delay in arriving at O'Hare. From O'Hare, I was to take the second leg of my flight to Portland, OR (PDX). The gate number was H9. I had one carry-on item with me, which had the allowable dimensions, and I was in Group #1 for boarding. After that, I grabbed some medicine from a pharmacy on the way to the gate (because I had had food poisoning the previous night), then briefly stopped by the Admirals Club to have my medicine with some light snacks and warm tea (the medicine had to be taken with light food). After having my medicine, I ran to the gate and the boarding had already started. I was not allowed to take my carry-on with me because the overhead bins were full, so the gate agent called "Viki" asked me to check my carry-on. I politely told **** that I would be worried about checking my carry-on because I had two sets of very expensive and very fragile DSLR sets in my carry on (I am a semi-professional photographer and a Professor at Syracuse University). I was very kind and polite in mentioning this, and I was not impolite the slightest. Upon this, **** literally, literally yelled at me. Yes, she literally and very harshly yelled at me. I was baffled and astonished because I had done nothing wrong. I was not disobedient. I only politely mentioned that I would be worried about checking it in. When **** strongly and obnoxiously yelled at me in front of other passengers, I again politely told her that the way she treated me was not appropriate since I was a customer who chose to fly American Airlines and had done nothing wrong, and the way she yelled at me should not be part of customer service. Upon this, **** made fun of me and said to me "You do not get that customer service", and then she laughed at me in front of other passengers. Then I politely said to her that I would have to report this to American Airlines. When I said that, the other female gate agent next to **** started walking towards me in a rather threatening way and she yelled at me even stronger than **** had done. Her name tag was hidden so I could not see her name tag, but I can describe this gate agent as a lady with blondish - brownish hair, long wavy-to-curly hair. When she yelled at me very, very strongly, I politely asked her what her name was and reminded her that her name tag was not visible. Upon this, she walked closer towards me and then said: "If you do not stop complaining, I will call the TSA". So I understand that asking for the name of a gate agent is a crime (!), which requires that TSA should be called, right?! Upon this, I immediately left without saying anything. So I was never able to see her name tag and never able to know what her name was. Again, I would like to clarify that I was always, always polite and kind while talking. I never disobeyed ****'s or the other gate agent's instructions, I was never impolite by any means. Indeed, I could barely spoke that day because I had had food poisoning the previous night, I was still sick, and I was barely audible while trying to speak. Since I was sick, I barely had energy to speak. Despite my being totally polite and obedient, **** and the other gate agent at gate H9 treated me beyond rudely and beyond unfairly. I was a passenger who paid and chose to fly American Airlines. However, **** and the other gate agent treated me worse than how the ***** treated the Jews when they were loading the Jews into train cars to take them to concentration camps. This is something that I did not deserve the slightest. ****'s and the other gate agent's attitude was beyond wrong, beyond rude, beyond inappropriate, and beyond unfair. If you do not believe me, or if you think I am being biased in explaining this, please see the video/ security recordings of the incident. The incident occurred at gate H9 of O'Hare International Airport on May 4th, 2016, sometime between 09:59 am and 10:20 am. The flight from that gate was to AA 1500 to Portland, OR. I would never expect this type of uncivil treatment from American Airlines. UnlessI receive explicit & written apology from the gate agents **** and the other gate agent (who was hiding her name tag and who had blondish-brownish, long wavy-to-curly hair), I will escalate this further to a court-of-law and will demand the release of the video records of the incident to document the uncivil, unfair and beyond-rude attitude of these gate agents. American Airlines does not have a right to treat its customers worse than the ***** treated the Jews while they were loading the Jews into train cars to take them to concentration camps. We paid and chose to fly American Airlines, and American Airlines does not have a right to penalize us for doing this. We are adults - we are the slaves of American Airlines. American Airlines agents have no right to even raise their voice to a polite and obedient customer, who was sick that day and who only wanted to politely mention his concerns about his fragile camera gear. Thank you,

Desired Settlement: Apology letters from both gate agents: 1- ***** who obnoxiously yelled at me multiple times and made fun of me in front of other customers, 2- The gate agent next ot ***** who hid her name, who also yelled at me multiple times (even more intensely than Viki did) and who threatened to call the TSA when I simply asked her name

6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hello, Me and my girlfriend ****** ******** were both on the flight # 888 going from Cancun Mexico to Charlotte NC on Saturday April 30, 2016. The flight was derailed for 6 hours in SC due to weather conditions in North Carolina. We were forced to sit inside the plane the entire time with no food or water. They provided us some stale cookies and some water which tasted like it was taken out of the toilet. The staff on the flight was disrespectful and rude.They refused to answer any questions regarding our connecting flights, and nobody even cared to provide us with some free WIFI or television service. After sitting in the plane for 6 hours they decided they will refuel the plane and go to North Carolina. When we got to NC our flight #1608 to JFK was canceled. We were stuck in North Carolina at 2:00am without a flight home. We managed to get ticketed on flight # 5330 from Charlotte to Louisville KY via American Airlines and flight #3751 from Louisville to Newark via United Airlines. When we got to KY to board flight #3751, we were told an error was done by American Airlines and we cannot board. The representatives were very rude and refused to help us fix the error and get us on the flight. The flight left without us and we were stuck in Louisville KY. We got booked on flight #3719 via United Airlines from Louisville to Chicago and then on flight #692 from Chicago to LGA. We came back to Laguardia at Airport at 9:30pm Sunday May 1, 2016 instead of 12:30am Sunday May 1 at JFK. This is very unacceptable. Nobody gave us an food vouchers to eat in any airport, nobody gave us any hotel vouchers nothing. This whole experience ruined my vacation! I have sent this email to American Airlines numerous times, and have asked for a supervisor to call me and I have still not received a call back. I have received emails giving me 20,000 points to fly with them again, but I refuse to accept this! I do not want to fly with this company ever again! Thank You, *** ***********

Desired Settlement: I am looking for full compensation for the mental and psychological damage that this has caused me and my girlfriend. I no longer want to fly with your airlines after this issue. I want a full credit refund to my credit card. I do not want your 20,000 points you can take them back! I never want to fly with your airlines or anybody who is associated with your airline! I want a full refund! Do not blame this on "weather" it was your mistake what happened in Kentucky and you are responsible for that! Thank You

6/3/2016 Problems with Product/Service
6/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I recently purchased two round-trip tickets for my family from Los Angeles to Atlanta. Unfortunately, because of extenuating circumstances and a family emergency those tickets have become effectively unusable and my family will not be able to enjoy this trip. I then emailed AA Customer Relations and Reservations departments multiple times about my predicament, to which I was told "we have put an authorization into your tickets to waive the applicable change fees. Please note that the validity period of the tickets remains the same and any fare differences will still apply." This offer does not solve my problem because 1. I have no idea when my family will have another opening to visit 2. Fare differences might make any new dates more expensive 3. I do not have the luxury to have money tied up til my family can figure out a new date. After emailing and calling American Airlines several times, I was told "there is nothing we can do."

Desired Settlement: I am asking that I either be refunded my money back to my paypal acount or that I have the amount of those tickets credited back to my AAdvantage account for future use for whatever location I choose and whomever I see fit to put on the ticket(s).

5/31/2016 Problems with Product/Service
5/27/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I noticed a problem when I received my credit statement after purchased international ticket from AA.com. During the purchasing process, I cancelled and re-purchase my tickets with 24 hrs period. The bad part is AA triple charged me (according to there reps) for the same tickets and they will not issue a refund. There is no clear or no information during the checkout or cancellation process that the cancelled tickets will not be refunded. When purchasing a new ticket under the same account, credit on the account is not being used for repurchasing. In fact, there is no account credit nor purchase history available on AA.com as of 5/6/2016. I do have a print copy of the receipts and credit statement with reference# as xxxx********** xxx**********, xxxx*********, and xxxx********** I have never experience such a scam from Experia.com or any other online agents/airlines.

Desired Settlement: Refund all cancelled tickets as referenced above. Other Fixs: 1. AA.com to show account balance and notify the user about the user when purchasing a ticket that a balance is available for purchase. Give clear warning that cancelling a ticket within a 24hr period will result in a charge to the credit card and will not be refunded. 2. Change AA.com 24hrs cancellation policy to refund tickets.

5/27/2016 Problems with Product/Service
5/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On Sun April 24th my wife and I went to Miami airport to fly to Belize. We arrived at bit late, due to a flat tire, about 1 hour 20 min before departure. We were approached outside the AA entrance and asked if we wanted to check in. The guy attempted do check us in, but couldn't most likely due to international flight and/or we have danish passes and green cards. He told us to proceed to the counter. On our way there, we were asked by an AA employee to use the kiosks to check in. We told her we were going to belize, and had danish passports, etc. She insisted we use the kiosk, and we wasted about 10 min. As we could not check in at the kiosk, we were told again to go to the counter. After the employee spent several minutes looking at our passports, she started to check us in, the suddenly said, we were too late, they close luggage check in 60 min prior to departure, and it was now 58 minutes. If we had not wasted time at kiosk and outside, we would have been fine. We lost a day of vacation, and had to pay $376 EACH to get new flights the next day. I would like to get a refund for the $752.00 charged to my card that day, since it was an AA employee who caused us to be over the 60 min cutoff, we wanted to go to the counter, but was NOT allowed, then when we finally GOT to the counter we were told we should have been there 2 minutes earlier....

Desired Settlement: I would request a credit to my card in the amount of $752.00

5/27/2016 Problems with Product/Service
5/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased two round-trip flights on American Airlines (AA) in July 2015; one trip from Salisbury, MD (SBY) to Cincinnati (CVG) in October 2015, and the other from SBY to New Orleans (MSY) in December 2015. The trip to MSY was for a professional conference at which I was expected to give a continuing education presentation. My return flight from CVG to SBY in October was significantly delayed due to the flight attendant not showing up for duty in CVG. After I finally got back home to SBY, I contacted AA to inquire about canceling my flights to/from MSY due to the fact that AA had caused such a problem with my CVG to SBY flights. I spoke to a reservations agent to cancel my flights, knowing that I would have the $354 fare available to me for future use since the fare was non-refundable. I explicitly asked the agent if I would incur a fee in the future when I planned on using this fare, to which she replied I would not have to pay a fee. I therefore canceled the flights to/from MSY because I could not risk being delayed for the conference, thinking that I would not have to pay a fee to use the fare in the future. When I contacted AA in February to use the fare, I was told that I would have to pay a $200 fee, which does not agree with what I was told when I canceled the MSY flights. If I hadn't been lied to by the AA reservations agent, I wouldn't have canceled the flights to MSY. My initial complaint to the online AA customer relations department was on Feb 2, 2016. I didn't hear back until after I faxed the department my same complaint, more than a month later. After numerous emails back and forth between us I received this message on May 3: "After thorough research of your travel records and our flight logs, I have not found any reason to change the original decision and am unable to honor your request for a change fee waiver. In addition, there will be no further communication from Customer Relations regarding this issue." AA continues to deny they are at fault.

Desired Settlement: My initial request to American Airlines was for the $200 change fee to be waived, due to the fact that I was lied to by their reservations agent. The company continues to deny that they are at fault for misleading me about their fees, so at this time, I am requesting a refund of the $354 that I paid for the flights to/from New Orleans for December 2015. I have the reservation number and ticket number should American Airlines need that in order to resolve this problem. I understand the fare I purchased is non-refundable, however due to the poor customer service and lack of timely follow-through on the company's part after my initial complaint,, a full refund is an appropriate solution to this problem.

5/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: have economy ticket already paid for of $327.10. Call the night before to purchase an first class upgrade for an additional $289.00 total. Total is now $616.10. Get to airport and find there are ZERO first class seats available to sit in. Gate agent says should not be a problem to receive my FULL REFUND of $289,00. I board and end up sitting in the bulk head row middle seat. American Airlines has only refunded me $78.24 and still owes me an additional $210.76 I have continued to dispute this amount with American Express, the card I used to make my upgrade purchase, and American Airlines will not follow through. American Express has asked me to file a BBB complaint, which I am now doing. American Airlines is saying they will not refund that amount. I PAID FOR A FIRST CLASS SEAT AND DID NOT RECEIVE WHAT I PAID FOR AND THEREFORE SHOULD BE ENTITLED TO A FULL REFUND OF THE BALANCE NOW OF $210.76

Desired Settlement: I PAID FOR A FIRST CLASS SEAT AND DID NOT RECEIVE WHAT I PAID FOR AND THEREFORE SHOULD BE ENTITLED TO A FULL REFUND OF THE BALANCE NOW OF $210.76

5/27/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Here is the email I sent to the CEO and customer service. I am writing you to receive reimbursement for my flight today due to the error of American Airlines which resulted in extreme stress, unnecessary inconvenience and aggravation due to American Airlines multiple errors that resulted in us missing our plane. We were called last night by a robo-computer telling us that our flight # **** had been cancelled (nonstop DTW-DC) and that it had a new flight number and was to take off at the same time under a new number ***** (11:15 AM). Easy enough. Then, this morning (4/24), as we were leaving to go the DTW airport early, we received another notification telling us that the flight was delayed and would not be leaving until 1:15 PM. When we arrived at the airport almost two hours ahead of time to ensure that we were on time, the gate agent notified us that the plane had already left the terminal. Astonished, we told the agent that we had been notified the plane was delayed. The agent did not believe us and luckily, we shared with her the voicemail that we had received (attached one of two VMs we have copies of). To our incredulity and the gate agents at Detroit Metro Airport, other passengers began arriving with the exact same issue. None of these passengers had been given the decency of a phone call to let them know that the plane was taking off more or less as previously scheduled only with a new flight number (9378). Some of us had called the airlines to confirm the delay and had been given confirmation that the plane was indeed delayed. Yet somehow the plane left the gate with NONE OF US being informed that the plane was leaving earlier than described on the computer and phone messages to us. Again, we have these messages, one is attached here. It's been a LONG day. The gate agents informed us that they had never seen this kind of ineptitude before and had not even been made aware that the plane was ever delayed or that it had taken off. The only o

5/27/2016 Problems with Product/Service
5/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: my wife and I purchased tickets from american airlines from Norfolk Va. to Philadelphia Pa. Flt. ****** for flight on april 24th 2016 with final destination being Albany Ny. We flew into Philly about 1pm our next flight was suposed to be at 2:15. At some point around 2:30 that day they American Airlines made a announcement that the flight was cancelled to Albany NY. And we were to head to another location at a AA desk to check on any other possible flights. when we finally got up to desk they told us flights were cancelled due to NO CREW for Albany flight..!! And there were no other flights avalible till 7:30 the following morning. But we would be on stand by for that flight. They had told us they would put us up for the night, meals, reimburse us for flight, and any transportation needed for this inconvenience of no crew to Albany.. I told the AA Representative we had to be in Albany tonight to get our kids by 7 pm and drive home to Peru Ma. The AA rep told us we could rent a car, and drive to Albany NY. WE would be reimbursed for rental, meal, fuel, and tolls. along with flight that was cancelled. She said keep your receipts and submit them to AA.com customer relations. So we did exactly that and went threw proper channels at AA. they denied the claims for rental car, and all expenses incurred due to there mistake.. My wife tried again and asked to speak with a supervisor. We got a email back from Alicia Amass AA Ref#1-********** saying there position hasn't changed in decision not to reimburse us for our travel expenses. Now this was a hour flight from Philly to Albany. By the time we left the airport it was 3:30 and we arrived in our driveway exhausted at 11:45 that night. What kind of company does this to there customers and then says at the bottom of there E-mail your business is very important to us and your satisfaction is a privilege to us. I would rather walk then ever use AA again! Promised us everything to keep the peace and delivered ZERO!!!

Desired Settlement: I want to be reimbursed for what I was promised to be reimbursed for. It wasn't our fault you had NO CREW to fly us to our last destination. You had no problems charging us for flights. Rental Car Hertz ** ********* * 398.58 Meal $ 47.69 Fuel $ 38.79 Any tolls Not sure of that dollar amount vehicle had a easy pass I feel we should be reimbursed for our cancelled flight. not even the fact it took us 8 hours to get home Vs. the one our we paid for threw American Airlines.

5/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Hello, On April 24th, due to an accident blocking traffic on the way, I arrived at JFK an hour and a half before my flight. I was ushered to a line that I was told was for international check-in. I waited more than 30 mins in that line and was finally about to get checked-in when I was told that the computer was no longer accepting bags. The agent said I could still fly, but not check bags. I inquired about my bags going on a later flight, even the next day, and was told I had to fly with my bags. I was among at least five people this happened to. We asked for a supervisor and waited at least 10 minutes before one arrived. By then, he told us that he couldn't reopen the baggage check for the flight. An agent named Eugene said we would have to fly stand-by on the next flight, the following day. I was going to Haiti with my dance troupe to perform, so I couldn't be rerouted to another day. I asked if there were any flights that same day and was informed of a connecting flight through Miami. It was explained to me that the flight was overbooked by 14 passengers as is. So it was unlikely that I would even get on. Yet, if I didn't get on, my bags would go to Miami. I could then file a claim to have my bags flown to Haiti. Which was confusing, considering I had just been told that I had to fly with my bags, by law. By then I didn't want to miss the next flight out on another airline, so I declined the stand-by, yet informed the agent that I would keep my return. I paid for a new one way flight on another airline and went to Haiti. On May 1st, I went to the airport in Port-au-Prince for my AA return flight and was told that it had been canceled. I didn't have a seat on the flight and would have to pay for one. I was beyond frustrated to learn this happened and that I had not been informed at all. I was then forced to pay for a new seat, at a business class rate. I am seeking compensation for all of this trouble. Thanks, *******

Desired Settlement: I essentially paid for two RT tickets for one trip. I want either my original RT ticket refunded or vouchers for a RT ticket. An Alistair Aspen responded to my original complaint. Yet, he clearly didn't read my complaint.

5/27/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: baggage charge at airport on phoenix was 125$ for bag weighing 65lb.was told on phone prior to flight one bag 25$ second bag s 35 $ nothing aboutweight. if I took two bags weighing50 lb each I would have paid 60$. how is this fair I paid twice the amountfor lessbaggage. I haveemailed ameican airlines with noresponse. flight was 2026 1040 pm 4/15/16

Desired Settlement: refund 65$ .

5/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was discriminated against and subjected to a rude ticket agent named S. ****** at the first class American Airlines ticket counter at Houston George Bush Airport on Wednesday, May 4, 2016 at 6:14 a.m. Ms. ****** took it upon herself to personally cause me to miss my first class flight, treat me in a dismissive manner and failed to provide services normally provided at the ticket counter. It is my opinion and experience that this woman should not be allowed to communicate with the public/your customers and be in a position to cause harm to them and subject them to undue hardships. I'm not sure if the woman was discriminating against me because I am white or because flying first class she felt that I was able to attain things that she is not. What I do know is that your customer service is paramount in any industry, especially ones that have so many options for loyal consumers. This woman is a liability for your company toward that goal. I have NEVER been treated this way by any individual and will continue to make my voice heard concerning the matter until it is addressed by American Airlines.

Desired Settlement: Reprimand employee and educate her on discrimination, apologize, replace my stolen one way first class flight.

5/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was scheduled for a flight to leave at 8:15 am on Sunday, May 1st. I get to the airport at 6 am only to find out that they cancelled my flight due to "weather". I was never informed of any flight cancellation and the employees of the airline were embarrassingly bad. They said they automatically booked me on a flight for Monday, May 2nd, which simply could not happen. They were not accommodating whatsoever. Then they said they would put me on standby for the 11 AM flight to Philadelphia. I unfortunately was unable to get on that flight because it was oversold somehow. Then they put me on the next stand by flight at 4:40 pm to Philadelphia. In the mean time I tried asking the gate attendant what else could be done to help me out but completely shut me down, did not answer any of my questions, and told me that I had a confirmed reservation a flight for 11 am the next day. However I did not receive any paper confirmation. I then left the terminal to go talk to the main desk and wanted to confirm that I had a flight the next day and to attempt to get a free hotel voucher as the weather excuse was because a joke. My flight from Jax to PHL was the only flight arriving in Philadelphia that was cancelled from 8 am to 12pm. How were the other planes able to land in PHL but not mine? What was different? Then I asked if they could still confirm my flight for the next day and they said they had no record of me on that flight. I then was told that I was put on a 3 leg flight from Jax to Charlotte to Dullus to PHL at 6 PM but they never informed me of this. They said I could continue to wait on stand by for the next flight to PHL but in case I did not get on that then I had a guaranteed seat for the flights. However once 4:30 PMcame around that flight was delayed until 6:30PM. At 5:30PM I went over to go get boarding passes for the 3 leg flight but they said they sold my seat because I did not check in soon enough. So they took me off stand by for the other flight that had yet to leave to only tell me that they sold my seats to someone else because I hadn't checked in. This is opposite of what the supervisor told me downstairs. When I went to get back on stand by they had already given away 3 boarding passes to other customers that were behind me in the stand by line. At this point I had been waiting at the airport for 13 hours. I finally was able to get a ticket as a stand by customer for the flight that was supposed to leave at 4:40. We boarded the planext at 7:15 but did not end up taking off until around 8:30. My seat in the airplane was broken as it would not let me sit up straight. During my time at the airport, I also asked for any kind of food voucher since I was there for so long but they said they didn't give those out to customers like me. This is easily the worst customer service I have ever had by any kind of airline and I will never be flying American Airlines again. Thever kinds of actions really should be looked into and the AA staff at the Jacksonville Airport needs to be taught how to treat their customers correctly. Not one time, did I get a straight answer or even a remotely similar answer from the multiple employees and even supervisors the I spoke to in the 13 hours I was sitting at the airport. I will be looking for a full refund for my flight from AA as the way I was treated does not justify the money I paid for the flight Thank You.

Desired Settlement: I wish to receive a full refund for my flight

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jan.22, 2016, I flew to Orlando with my daughter taking American Airlines from Shanghai( PVG Airport). We transferred once in Dallas (DFW Airport) and that is where AA lost our luggage. According to AA's words that I should be able to get them in the following day when we arrive Orlando. (Acceptance form *************). However I got nothing from AA on the 23rd so that I had to shop all the necessaries for my daughter and myself all over again. Until Feb.5 when we were still in Orlando, I did not get any message from AA. Even after I flew back to China, I never stop trying to contact with AA through email just to see how they are going to deal with the loss of my luggage.Unfortunately AA obviously fails my expectation. Though they did reply several emails asking me to identify my lost properties and I instantly replied with detailed description of my coats, etc. Sadly that was the last email I ever got from AA since Mar.18.

Desired Settlement: I do not expect AA somehow manage to find my luggage, what I want is just refund. All my lost luggage weighed about $1000. And I sincerely hope that AA can refund me $ 1000 for their carelessness. Anyway, please urge AA to get in touch with me as soon as possible.

5/27/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We were travelling from Lewiwston, Idaho to Fort Smith Arkansas on Friday 04/29/16 for a funeral on Saturday at 2:00 p.m. I was aware there were storms in Dallas earlier in the afternoon. However, this issue was unrelated to the weather. We were scheduled to board American flight 5840 which was late arriving but still arrived without difficulty. We finally boarded and then either the flight crew or operations made the decision to delay departure to load additional standby passengers which required offloading fuel because of weight restrictions. As this was finally accomplished, the pilot announced that the crew was timed out and the flight was cancelled. We were met at the door by 3 of the rudest customer service reps I have ever seen. The only one I remember was ******. They made the announcement it was not American's fault so there would be no hotel compensation, and there were no hotel rooms available anyway. An elderly man from the flight asked then what he should do and ****** responded "you can sleep on the floor there is plenty of room there." The floors were filthy I might add. They finally acknowleged responsibility providing food vouchers of 14.00 and 24.00 for 2 people breakfast and lunch. I asked if I could be rerouted on another airline and was denied the request. We were returning home on Sunday May 1st and since I missed the funeral requested to be rerouted home. They did not schedule us on a flight for over 18 hours. Both of us traveling have significant health problems and were physically down for 3 days. The medical difficulties would not have occurred had their not been a breach of contract and service by American. Given the specificity of this trip I would request all air miles utilized and expenses incurred for the trip be reimbursed. I will be contacting American as well.

Desired Settlement: I would request reimbursement of all expenses including hotel for recouperation due to breach of contract on the part of american airlines. Receipts supplied upon request.

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family arrived early at the airport for an international flight to Ecuador by way of Miami. Although we arrived at the airport hours before the flight, the long lines and inefficiencies at the desk prevented us from checking in for well over an hour. When I tried to check in at a kiosk, it said that the time had expired and I could no longer check my baggage. When I approached a worker at the desk, they were dumbfounded. They finally told me to stand in yet another line. After standing in this line for an incredibly lengthy period of time, the woman was able to check in only one of my family's bags. When she tried to check in another, she stated that time had run out and calmly asked me to pay $200 to send it on another flight. This seemed like extortion. When I told her I could not do this, she refused to help and rudely turned the computer screen to my face and said too bad. After demanding to see the supervisor, I had to wait once again for a lengthy period of time. He was finally able to check my baggage by simply entering a code. Why didn't the other employee know this code? Are American Airlines workers not trained appropriately? By now I had wasted more than 2 hours at the desk. We had only 45 minutes to get to the gate for a 5:45pm flight. Why didn't the supervisor radio the gate to say we were coming? By the time we got to the gate, there were 10 minutes left before our flight. The woman said the door was closed and she would not let us board. 12 people including us were denied entry even though we were there before the scheduled departure. What airline does not let customers board with time remaining? What airline does not notify the gate that customers are still coming (and that they are late through no fault of their own)? My family had 2 small children with us. Now they were delayed 3 full days. Do you know the difficulty of traveling with small children? Then the airline had the gall to charge us $75 per customer to take the Friday April 22 flight.

Desired Settlement: At the very least we should receive a reimbursement of the $300 ($75 per passenger) as well as some type of compensation for the wasted 3 days of our time.

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American airlines, received a change of flight from me due to being hospitalized. Due to being hospitalized, I did not broad the plane as my condition was contagious to others. A doctor provided documentation and AA was informed of this. AA stated they will refund the fee to change flights due to my health condition being a harm to others in the plane. This happen in 1/2016, we are not in 5/2016 and many emails has been sent and AA has not contact me with an answer. AA refuses my calls and never respond my email which is the only way to contact them besides fax. AA representative stated refunds should not take over 30 days and its been a while now.

Desired Settlement: I would like a call from AA about this issue and a refund for the fee paid as this was out of my control.

5/26/2016 Problems with Product/Service
5/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On May 2nd, I had flight at 7pm leaving Charlotte, NC to Los Angeles, CA. The flight was delayed multiple times until 240 am, when they finally cancelled. We did not receive accurate information as to what was going on the entire time we waited. The weather was clear from 7pm-2am but the staff later advised us that the flight was cancelled because they did not have pilots to fly the planes. I do have audio of the staff explaining to us that it was due to a staffing issue not acts of God. We were told at 1030pm that a staff had already been called and they should be arriving at anytime. At 1130, we were told that they had a 2 HR window to arrive to work. At 1240am, we were told that the staff was never called at 1030pm so they were waiting for another team, which had 2 hours from that point to arrive. After 2 hours they finally cancelled the flight and did not offer us a hotel or refunds. Hundreds of people slept in the airport. I was forced to call off of work, which is going to affect me financially. The first flight out of Charlotte the following day was also canceled due to maintance issues. Again no communication was provided to us. This is awful customer service. When we asked for our luggage, we were given with lots of attitude from the staff and management. We were told they could not remove our luggage from the flight, despite customers with medical issues.

Desired Settlement: Due to the issues we have experienced, I think a refund is a fair compensation. I will not be repaid for my time off of work so at least my ticket value from the 14 hours of waiting should be reimbursed.

5/26/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a one-way ticket from Cincinnati, OH to Watertown, NY for 03 May 2016. My original flight was cancelled and the next available flight would not have permitted me to reach my military installation (Fort Drum) until after I was required to return. This is not acceptable to my chain of command, thus I was forced to take a flight to Syracuse, NY and find (and finance) my way back to Watertown, NY. American Airlines was completely unwilling to assist me with this process, regardless of the fact my flights were changed after I had already paid for a ticket to Watertown and had no way of getting home.

Desired Settlement: At minimum, I would like to be refunded for the cost of travel that I paid for from Syracuse to Watertown, as well as reimbursement for the portion of the airline ticket that would have allowed me to fly in to Watertown.

5/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have two issues. First, with the customer service. I arrived 3 hours before the boarding time and the person who was checking me in took her over an hour to finish with me as she stayed over the phone for almost an hour confirming something as she stated. After that the customs delayed me for over an hour because there was similar names they were checking. As a result, I missed the flight and the officer said I came late to check with the customs, but actually it was because of your staff who was checking me in and it took her almost an hour an half. Second, when I got delayed by the customs they recalled my baggage but for some reason it went on board with out me. (How come a passenger's baggage being on the plane without him being there?) My baggage contained important staff for an exam I was going to do in London. Your staff said I can receive it when I arrive to UK. But actually I went on a different Airways and it took me more than one day at Heathrew airport to receive my baggage from your airlines. Your staff were completely unhelpful and they kept sending me off stating that I came on a different airlines and I can't receive it from them and some of them stated that it hasn't been received. As a result, i couldn't write my exam I booked and I lost the money for the hotel I booked. Now I have to rebook another flight, Hotel and exam. I'm totally dissatisfied and I want to be reimbursed for all the damages happened to me. Thank you.

Desired Settlement: Refund of my ticket and reimbursed from all damages happened to be because of them

5/23/2016 Delivery Issues | Complaint Details Unavailable
5/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: This has been the worst experience that I could have gone through being that this is the first time that I have ever taken a plane. I honestly feel that I may have gotten to my destination a lot faster driving than taking a flight. the beginning of the day went fine. I was able to print my boarding passes and go though airport security without any issues. the problem began when it as time to board my flight 1082. to begin with the flight was delayed from boarding at 1:20 to boarding at 2:00pm. once aboard the craft everyone was seated and had their seat belts on when they made an announcement that there was a minor mechanical issue. the pilot announced that he would turn the plane on and off the try to reset the computers to try to fix the problem. the pilot did that twice to try to reset the plane, then minutes later he announced that everyone would have to get off the plane until a part is found for the plane and it could be fixed. at this moment we were still unsure as to how long this delay would be which would be a problem since my next plane was supposed to depart at 5:50 from charlotte, NC. At this point I am very frustrated because I was supposed to be in Newport news by 10 for wedding festivities which at this point I was bound to miss. after getting off the plane we were given a piece of paper with a number on it and told to call that number to get another flight. at this point I am furious because why would I have to call to get another flight and I wasn't even told my other flight was cancelled just delayed. at this point I found out the truth it was now cancelled not just delayed. now it is hours later and I am still waiting to fly out. after talking with customer service they did book me another connecting flight after saying the flight 1082 was reinstated other than that they said they could do nothing. I did get to Newport news hours later (11:40pm) missing the wedding festivities which was the reason why I was leaving out on Friday.

Desired Settlement: I desire a refund of some kind for the complete inconvenience and time wasted for the day. I was supposed to reach my destination at 7:00 pm but did not get to my destination until 11:40pm. This was my first time taking a plane and this total experience made me want to continue to use other means of traveling or take other airlines instead of American Airlines. I was in the airport waiting the whole day it seems.

5/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was scheduled to fly from Madrid to Dallas/Fort Worth on flight 037 departing at 11:15AM on April 10, 2016 with connecting flight AA 1221 to Austin, TX. This trip was my return from a week long business trip to Spain for which I was expected to present the results to my management team in Austin on Monday April 11. AA canceled the flight and booked me on another flight for April 11. AA notified me of the cancelation at 1:00 am in the morning while I was asleep through a voicemail. When I contacted AA about the cancelation they said they could not put me on any other flight back to the US on April 10. They did not offer to pay for my extra night of hotel or meals. AA put me on flight ****** departing on April 11. This flight was a disaster; the plane was not at parked the gate, we had to take a bus to board the plane and board the plane by foot. The flight had a delayed departure and a delayed arrival to DFW which forced me to run through the terminals to catch my connection flight to Austin. The entertainment system at my seat did not work and I was not offered an alternative. During the entire flight of approx. 11 hours, the attendants only offered me a beverage once and did not offer any food until the 10th hour of flight, which I think is in violation of the FAA rules. The food that was offered at the 10th hour of flight consisted of a small box meal without a tray, napkin or silverware. I have contacted American Airlines Costumer Relations twice about this incident on April 14 and April 28 (complaint reference numbers ************ and ************ respectively). To date I have not received any resolution . I have also contacted American Airlines AAdvantage costumer service where they told me that Costumer Relations are the only ones that can resolve the matter.

Desired Settlement: 1. Compensation of 600 Euros under the rules of CEI 261/2004 2. Reimbursement of 160 euros for one additional night of hotel in Madrid, Spain 3. Reimbursement of 50 euros for food in Madrid for Sunday April 10 4. 20,000 AAdvantage miles to compensate for distress caused for lack of proper service and proper care

5/23/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: On Feb. 4th, I received an email receipt for the purchase of 7,000 American Airlines points for 251.99. I did not authorize that transaction, and I promptly emailed American Airlines. They responded to my email and I was put in touch with a Manager (Ian) by Agent Gregory on Feb. 24, 2016. The manager and I discussed the transaction and he agreed to refund 221.99 and immediately deducted 7,000 points from my account. I did not receive my refund. On March 14, 2016, I called American Airlines to follow up on my refund. I spoke to ****** She fonrifmed that my refund was processed on Feb. 28, 2016. She asked me to give it up to four more weeks to appear on my credit card statement. I cannot understand why I would have to wait more than a week. But, it has now been early THREE whole months. I have yet to receive my refund. I did not authorize the original transaction, American Airlines agreed to refund this erroneous purchase LESS a fee, they deducted points so I have nothing to show for any erroneous transaction, and I still do not have my money.

Desired Settlement: Total refund of original purchase of 251.99 PLUS a points award for failure in their customer service and my having to call and email them over and over.

5/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Please refer to ******* I have 80K+ miles built up. One of my lifelong friend's had another close friend commit suicide and as a good will gesture to help her out - I said I would use miles to fly she and her young daughter here (who has NEVER been on a plane) so that I could spoil them for a few days. For some reason, although the flight is less than 500 miles, I could not get the 7500 miles on the dates they could come. I went ahead and spent over $800 on 2 tickets because it was the right thing to do. When I started assigning seats - I could not get them on the return trip together unless I paid a premium which I felt was VERY wrong. American would charge a customer extra to put a child w/her mother? I immediately contacted aa via email and the response was to call the 800 number. I called the 800 number on the morning of the 21st and she said she could not do anything - that I would have to write back to customer service. On 4-21 I received reference email - A **************** - saying I would have to call back into customer service. I have been a loyal AA customer. Please help me here and get these two together on the return flight. I know American doesn't have to - but can you PLEASE let me use my miles and reimburse the $800? I would really appreciate it. Thanks * ***

Desired Settlement: 1. At the minimum please put ******** ******** and her child "together" on the return flight. 2. Please adjust and let me pay miles for this. This is a good will trip. I don't have $800 but it's the right thing to do. Thanks so much : )

5/20/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I bought 3 airline tickets with AA through an agency online for me and my 2 kids to travel from Spain to Atlanta this summer. I bought them in March 2016. I called AA to get the AAdvantage cards, and they advise me, that my return is thru NY and that I have only 3 hours to change airports and that we physically won't be able to make it, not in NY. Their words were: If they sold you this flight, they have never been to NY. You won´t make it, not enough time to travel and catch an international flight, when by law I have to be at the airport at least 3 hours prior for an international flight. They told me to contact the agency. *************, responds saying that American Airlines have this tickets on sale and that there is nothing they can do. I explained them what AA told me. When I bought my tickets I was never informed that I had to change airports in the city, If they had an announcement advising clients of that inconvenient, I would've never buy them. I had to pay to change my tickets back to Spain and go another route to Philadelphia because I had no time physically to make it to catch my flight to Madrid from NY and then miss another 3 Iberia flights tickets to the south of Spain where we live. Thanks to 2 American Airline customer service that informed me of this, I realize this. I had to pay an extra of $718.59 just to change my route. After buying and spending $3668,99. I want to put a complaint because it is not right that AA sells a flight with such a short time in between 2 airports to get out of a plane, wait for luggage, travel 1 hour with no traffic to another airport, check in suitcases and catch another International flight. I had to pay an extra $718,59 because they are selling an online trip with just 3 hours in between 2 international airports knowing there is no possible time to make it. I contacted them by phone and email. Their explanations don't make sense. Solution: Don´t sell impossible flights to make it. Sincerely* ****** *****

Desired Settlement: All I am asking is for the refund of the $718,59. I didn't change my 3 tickets because of an illness or because we want to stay longer on vacation or pleasure, I had to change them because AA representatives told me I wasn't going to make it to catch my other flights. So all I did is change routes just so I don´t miss other flights we had purchased so we can make it to our final destination. My flights were still the same dates and same company.

5/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Every time I fly american airlines there is an issue. My friends had problems on their way to mexico and now I am having issues on my way home. Our flight was delayed and we weren't notified until we got to the gate. We were then told they have no aircraft for us and they don't know where it is. That dies not make me feel comfortable as a passenger for the airline to not know where our flight is. I know weather plays a part on things but most airlines notify you when your flight is going to be delayed. Also a flight that was supposed yo leave before us doesn't have a crew until 9:20. They seem to always be unorganzied and over booked. I am dissatisfied each time I use the airline.

5/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: To whom it may concern, On March 30th I rang American Airlines to purchase a return airfare from Atlanta to Brisbane for my wife and me. We had previously purchased and travelled with a return airfare with AA from Brisbane to Atlanta last year but we did not end up using the return leg. When we called we spoke to an AA agent who informed us of an "amazing deal" for using our old ATL- BNE tickets towards the cost of a new fare. The agent worked out that the total cost for this change would be $70 as a result of her waiving the "change fee" cost. The record locator of this flight was ZQAZHR. The agent also booked us a new one-war ticket with AA (record locator FLAJGK) from BNE to ATL costing $2200. We gave the agent our credit card details and authorized payment on both airfares. However, for some strange reason, the AA agent only processed the flight associated with FLAJGK but did not complete the transaction associated with ZQAZHR. A month later we were getting concerned with AA because we still had not received a flight itinerary associated with ZQAZHR. Consequently, on April 26th, I called AA customer relations to try and resolve the matter. The agent who dealt with my complaint was Kimberly Anne Peacock. She confirmed that AA had not completed the transaction associated with the record locator ZQAZHR. Moreover, in spite of admitting to this problem, Ms Peacock said that we would have to now pay $330 for the itinerary we had previously been quoted as costing $70. When I expressed disbelief that we were being asked to pay extra for the flight she told me that she had already waived the cost of the "change fee" (something which was already given to us on March 30th). She then said that she couldn't do anything else because the cost of the tickets on their partner QANTAS's flight had gone up and we would have to make up the difference.

Desired Settlement: I do not think I am making an unreasonable complaint. All I would like is for AA to send me a check for $260 to return me to the original price that I was quoted and assumed would be in effect. Sincerely Dr *** ******

5/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a flight with American Airlines. Dallas->London->Prague departing Sept 18, and Bordeaux->Madrid->Chicago->Reno departing October 14. E-Ticket Confirmation-OHBLKG. The ticket cost $1381.06. I wanted to leave Sept 19 - one day later - and the price to change my ticket was $2200+. That's fair enough. I was able to find a different flight out to be booked independently, however if you don't take the first leg of your existing ticket the remaining legs including the entire 2nd part get canceled. This is my complaint: if I wanted to not take the 1st part of my trip the outward leg American Airlines quoted me around $4000 extra to only take the return leg of the trip. So in short, American Airlines wants to charge me nearly 3 times my original ticket cost to not take half of the flight I already paid for. This is like going to a restaurant and ordered an appetizer and entree for $30. You decide you aren't that hungry and only want the entree - not the appetizer. The restaurant wants to charge you $80 on top of the $30 - to only have the entree. It's ridiculous, criminal, exploitive and wrong. If it was any other business doing this kind of deceptive, malicious and unethical conduct the executives would be in prison. How can it cost you a total of almost 4 times your original fare to only use half of what you paid for? It's amazing that an airline is able to get away with this. There should really be an investigation by the FTC on the billing practices of airlines because if this is how they are profitable it functions like mortgage businesses did in 2008. It's basically a fraudulent, deceptive, misleading and immoral business that should be shutdown. This seems like fine print in their terms and conditions that allows them to rip off their customers with no sense of ethics, common sense, fairness or customer service. If any other business tried these techniques they'd be shutdown immediately.

Desired Settlement: I had to purchase a completely new round trip ticket with a different airline. I should get a credit for at least half the price of this ticket due to their fraudulent business practices.

5/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: In early 2014, my husband ***** and I paid $750 for tickets #************* and #************** for American Airlines flights 3326/1582 on 3/14/14 from Abilene TX to Cleveland OH. Because of extensive delays, we were issued vouchers. On 5/27/14, I made reservation UQOYZS with voucher **********, worth $400, for our daughter Charlotte to attend our grandson's funeral. When she arrived at the airport the following day, she was told the voucher had not yet processed, and that she would need to pay $400 cash, plus a $35 fee (since it hadn’t cleared?), which she did. I was told that if I mailed the voucher I would receive a refund. I mailed it 9/19/14. On 10/25/14, I was told (AA Ref#************) that the voucher had been received and that I would receive a refund. After that I heard nothing for over a year, despite repeated online, fax, and snail mail requests. On 2/16/16, I discovered on this BBB website the following method of contact that American Airlines wished me to try: http://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations. I immediately contacted them, mentioning that they may have tried to issue a refund but that we had changed credit cards since the initial purchase. On 2/18/16, I received word (AA Ref#************) that the money had been refunded to our Visa card **2017. This is the credit card that was discontinued in summer of 2014 due to the security debacle at Home Depot, so it was quite impossible to refund the money on or after 9/19/14, when I mailed the voucher to them. I let Customer Relations and Passenger Refunds know that, but have received no further response. It has been over two years that American Airlines has owed me the $435.00. I would like a refund of my money, as they promised.

Desired Settlement: I would like a refund of $435.00, (voucher plus fee), or at least $400 (voucher).

5/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Record Locator is LKRCVE. My flight number 79 with American Airlines from London, United kingdom to Dallas, TX was scheduled to depart on 4/27/2016 at 3.05pm. The flight was delayed because the flight did not leave Dallas on time. The delay was NOT due to bad weather. The flight eventually departed London at 4:35pm. The flight arrived late to Dallas and I missed my ride from Dallas to Austin. If a passenger misses their flight American Airlines will charge to take the next flight and pay excessive fees. American should compensate me for the expense of getting to Austin. I do not want apology from them, I want monetary compensation. I contacted American to address the problem and they simply dismissed the problem that they deliberately caused. It is extremely disappointing that I have to come to BBB to find a solution.

Desired Settlement: I do not want air miles from AA because they cannot be used due to the changes they recently made to the program. I contacted AA and they refused to address the problem. A travel voucher of $500.00 is what I feel to compensate me for my taxi fare and the tremendous inconvenience that they caused me.

5/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On April 24 I traveled from Tampa to Phoenix without any issues checking my bag. Then on April 28, when I was traveling back from Phoenix to Tampa,the ticketing agent told me that my bag was oversized and would have to charge me $200. I asked her how the bag was oversized, she then quickly took out a tape measurer, took a quick measurement and said it's oversized you have to pay $200. I explained to her that I had no problems taking the bag from Tampa to Phoenix. She then said that it didn't matter and that the auditors were watching what they were doing and if I wanted my bag to make it on the flight I would have to pay $200. I paid the $200 because I felt like I was been held hostage by the ticketing agent and I went to my gate. When I got to my gate I saw a customer service desk for American airlines and I went to speak to the customer service representative. She told me there was nothing that she could do and she gave me an incorrect phone number for American airlines. Once I arrived in Tampa I called the right number found out it was incorrect and eventually found the right customer service number. On the phone I spoke with the representative who said there was nothing they could do I ask to speak to the manager, which I did her name was Cynthia. She was one of the rudest people that I had spoken with in a very long time basically she said there was there wasn't anything but she was willing to do and she asked if I was still at the airport I told her yes and then she said if you're out of the airport why are you talking to me. I explained to her that the customer service representative told me to call. She then told me to go to The baggage desk and if they would help me, I went there they directed me to the ticketing counter, I went there and they directed me to the 800-number. I went on the website and filled out a customer complaint regarding the matter. I explain to them that my bag was not oversized and sent them pictures of the bag.

Desired Settlement: The customer service person that emailed me back said that there was nothing they could do even with the pictures of the bag next to a measuring tape. I requested a phone call immediately to discuss this and no one has reached out to me. I would like a full refund for this charge that should not of happened.

5/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 4/19/16, I was scheduled to travel from LGA to FLL. The AA attendant told me I had to leave from gate C42. I went to Gate C and the attendant there informed me that the higher number gates left from gate D. Upon arriving at gate D, the attendant pulled me from the line and told me that I needed to close the extension of my carry-on bag. After having to join the line again another attendant pulled me from the line and told me that my bad needed to be checked. After arriving at the checking counter, the attendant informed me that my flight was not leaving from concourse D, I needed to take a shuttle to another section of the airport. After I arrived at this concourse, there were no attendants there harassing the passengers about bag size or number of bags. To get to the correct gate, it took three of your agents, and all three sent me in the wrong direction. It would appear that the agent’s main focus was how to get more money out of me for my bag, instead of sending me in the right direction so that I can get to my flight on time. I felt that I was harassed, and American Airlines, willfully and strategically target certain passengers leaving from certain gates so as to increase their revenue stream from bag fees. In addition, if one attendant already tells a passenger what to do, the passenger should not have to go through another attendant who totally disregard the decision and discretion of the previous attendant. That alone shows disparity in the implemented system and implies the system to be subjective. Is that the impression that AA is really trying to bring across to its passengers; that every attendant has their own rules as to what bags they will allow on board and which passenger meets those criterias? If it is AA’s intent to implement rules regarding carry-on, then they should have the same rules at all concourses. How about AA spend more time training their staff on which gates each flight is scheduled to leave from and how to intelligently

Desired Settlement: i would like to be refunded for my bag charges. i do not want a coupon for my bags on my next flight

5/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: A/A arbitrarily changed a fully booked flight itinerary that I had, several weeks after purchase. It was changed in a way that makes me have to leave my destination city hours earlier & in such a way as to get back to my home city hours later, and most importantly changing what was a direct flight ( which cost me approx. %200 of the non direct flight ) to a flight that connects through Miami. before we start I am aware that there are unforeseen circumstances that may make an airline have to change flights around. However, not only is it my understanding, but on any objective moral ground the airline at the very least is obligated to replace your flights with equal or greater level of service to that which was paid for. Moreover, they should compensate you for time loss and inconvenience. I want to state that I did a) call customer service which flatly stated they could/would do nothing for me. b) I contacted their customer relations department in writing twice. Both time was flatly told that they would do nothing for me. Not so nicely I might ad. ( If there is a way to, I can forward to you all of the correspondence ) I should mention there was one exception. They were willing to just refund my money, which would be disastrous to me. they were tickets that were to fly over the Memorial Day weekend. To replace those tickets if even possible at this point in time would cost me approximately 3x the amount. ( they were nearly $1200.00 business class tkts bought and paid for online ) And not going at all would cost me more than that in hotel cancellation, party package, car rental cancellation fees etc..... Needless to say, I am upset and frustrated. Why they refuse to acknowledge/care that I have a legitimate complaint here is beyond me. here's the individual that I dealt with at customer relations information. I'm sure it'd be better to deal with HQ though. **** ***** ******** ********* *** ** *** ****** **** ******** ** ***** ** ****************

Desired Settlement: The fact of the matter is that I assumed that upon calling there was going to be a pre-designated reparation for this situation. Now while if I had my way I would get a significant discount on my billing amount for this flight, I was prepared to take any of the normal reparations that airlines tend to give. a free upgrade to first the next time I traveled with them. a cash credit towards the next ticket I bought from them. a free flight anywhere in the contiguous US flying standby of course. etc.... etc.....

5/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I wanted to use the evoucher that the Airline offered me from a previous horrible travel experience and they are saying since I purchased the tickets through a third party I cannot use it so I'm out the 200.00 they promised me. I have contacted the airline and **** stated to go ahead a file the complaint with the BBB because there is nothing she can do. I cant believe that they will not let me use this AA voucher. I am flying AA on May 13th 2016 and I cant believe that they will not let me use this evoucher. I just think its unfair that I have to book another trip by 7/24/16 in order for them to let me use it. Would it be so difficult to refund me my money from the previous trip. Apparently they must agree that my previous trip was worth issuing the evoucher in the first place. I did not understand that I had to use the evoucher on the AA website. I thought as long as I chose to fly AA that I would be ok. Can you please assist me with this matter? Thank you for your help.

Desired Settlement: I would just like the 200.00 e-voucher used towards my upcoming trip on May 13th 2016 - May 31st 2016 or please just write me a check for the 200.00 they promised and after my May 13th 2016 trip I will not fly AA again. That way AA never have to worry about me or my family members flying their airline in the future.

5/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On March 19th I flew with American from Orlando to Miami. As I concluded my business early, I opted to pay American the $75 to take the earlier flight. A rude gate attendant berated me, and asked me to step aside so she could help other customers - as to why - I don't think I'll ever know. Another agent stepped in to help, and I boarded the flight. After many delays, we wound up arriving after my previously booked flight. Therefore meaning the $75 in no way allowed me to get in earlier due to a failure of timely service on American's part. I contacted American Customer support and they brushed off the concerns with their gate agent, and simply stated their policies covered them - they had no interested in refunding the money they took for nothing.

Desired Settlement: At the very least, I expect the refund of fee that was charged to switch to the earlier flight (since it arrived at the same time, if not later). I would also expect to have American either: 1) Inform me of the actions taken against the gate agent. 2) Provided me with compensation for the treatment I received.

5/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: In reference to American Airlines Central Baggage Resolution AA-************* * **** I have filed a formal complaint with American, at which point has only been partially resolved, and I seek the assistance of the BBB. Upon my 2/9/16 return from Ushuaia, Argentina, on flight AA#1152 from MIA to ORD, my bag was lost for 10 days! The entire contents of my personal things were messed up and many things missing, including the last item to be reimbursed and resolved - a $350 G Adventures parka, which I submitted an email confirming the amount from the company's email to American. The ordeal of continuously contacting American by phone or email to fight this claim is challenging, more than aggravating, and I have lost time from work and from home. I've had to deal with rude customer service, where one employee hung up on me! One check for $193, and the other for my prescription eye glasses at $583, have been received. The last item needing to be resolved is the reimbursement of the $350 for the parka - the ONLY reason I checked by bag on my way home!

Desired Settlement: American Airlines needs to make good on the lost items, as I did not claim damage to my suitcase or any extraneous loss. The last item I expect to be reimbursed for is the red parka at $350. In addition, as a gesture of goodwill, offering additional miles (such as 25,000 or 50,000 towards a future flight) for my aggravation would be appropriate. Thank you. Cheryl Lamm

5/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: This communication is to obtain resolution to various communications with American Airlines (AA) for the re-initiation of my vouchers. AA Reservation Number / Record Locator: ****** Ticket Numbers: 1. Original Ticket * ******** ****************/ After cancellation Ticket # **************** 2. Original Ticket # ***** ***************** After cancellation Ticket # ***************1 Total Purchase Price: $2,108.80 The cause for requesting a partial refund/voucher request is because one of the travelling parties ****** my BF) had recently been accepted into Police Academy and would no longer be available to travel as it conflicted with Police Academy’s Training Schedule. I got in contact with AA multiple times to determine what would be the best path forward regarding this situation. Though each person attempted to be helpful, the level of consistency on what AA would be able to do would vary greatly between each AA Representative. • One representative indicated that I would receive a voucher for the full amount of the ticket. • One representative indicated that I would receive vouchers totaling $1,508.80 (Full price minus $300 per ticket) • One representative indicated that I would receive a voucher for the full amount of the ticket, but only usable by Mr. Cole As a result from receiving far reaching and inconsistent responses from AA Agents, I contact the AA Customer Relations Group. Not being able to reach a reasonable solution I cancelled both tickets. I was able to use part of the ticket for another trip in February and was told that I would be able to receiving the remaining amount in the form of a voucher. I have yet to receive the voucher and have had to contact AA Relations in excess of five (5) times.

Desired Settlement: Better/More Responsive Customer Service Representation Quicker resolution of issues A refund and consideration of a reconciliation reward.

5/19/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: We were traveling from Columbia SC to Charleston to depart for the Punta Canta airport early on April 19. Shortly into our trip we ran over an extremely large metal debris in the road and our tire blew. We were able to exchange the tire with the spare but this process was a bit more difficult with a stubborn lug nut. Immediately we called AA to tell them of our troubles and alert them we could not make the 7 am flight on time. We explained to the customer service that we were able to leave from Columbia, Charleston, Greeneville or Charlotte at that point, and what options did we have. They absolutely took this to their advantage to gauge us beyond belief. They gave us one option to fly out of Charleston at a later flight. When we got to Charleston airport the lady that checked us in (less than an hour after our missed flight) found out what the customer service rep did and was also unhappy of our situation. Now we had to fly (and pay all new tickets) to Charlotte which we had already told them we could have gone to that airport instead, and keep the exact return flights, and they charged us an additional $1700 just to make the trip. Their own customer service employee at check in heard of what happened and she immediately got on to the phone to AA corporate to help us resolve this price gauging. They kept telling her there was nothing they could do about it and by that time our flight had to leave. We were delayed getting to our destination, happily would have extended our trip if they had allowed us to change our return flights but did not, and yet we payed a total of $2400 to the airlines for one flight that should have cost less than $1000. After the trip we called AA customer care and NO representative we spoke to was helpful in resolving our anger at their lack of trying to help us to begin with. We got a whole bunch of worthless apologies and the quote "you will only get my sincere apology but we will not fix this in any other way"

Desired Settlement: How about a real apology from someone in charge that AA has become so money hungry (stated by an AA employee) that they have completely overlooked a military guy and gauged him for something out of his control. I was not looking for a full refund, but to completely waste the first 700.00 tickets I paid, to then charge me another $1700 and not offer me the BEST/cheaper options, was unacceptable. AA agent said they should have sent us to Charlotte immediately, and/or offer standby both saving us $1300. My next outcome is to continue to share this story so that NO ONE else will choose american airlines.

5/19/2016 Delivery Issues | Read Complaint Details
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Complaint: On 12/29/15, I left the US to Ghana, West Africa for the celebration of my mother's 80 th birthday but there was a delay and instead of getting to Ghana on the 30 th, I got there on the 31st of December, missing the main celebration. On my return, on the 19 th of January, 2016 had two bags that I checked in from Ghana to Dayton, but when I got to Dayton Airport, only one of the bags was there. I was given a reference number with which to follow up on my delayed luggage. I began calling American Airlines from the 21 st of January 2016, surprisingly, nobody seemed to be able to tell me where my bag was. I was later told to contact British Airways and I started calling them in London but to no avail. Eventually I got back with American Airlines who told me they had located some unknown bag in North Carolina and that they would get back with me but they never did. I kept going back and forth with them and they finally asked me to file a complaint for delayed expense and lost luggage which I did early February and mailed to the address on the questionnaire(Phoenix, AZ) and faxed one to *************** When I did not hear from them, I called and I was given a new reference number which I used to send back another questionnaire by scanning and emailing them with all the receipts which I obtained from Ghana. Now, American Airlines is telling me they do not cover for the lost items because they were fish, meanwhile I had Kente cloths, jewelry and native sandals in the bag and that they received the questionnaire late. I am highly appalled and disappointed at they level of professionalism. I am lost for words and do not even know what to do next.

Desired Settlement: I am asking American Airlines to refund the money spent to obtain the things that they carelessly lost in the amount of $ 2,954.00 for lost luggage and $543.73 for delayed expense totaling $3,497.

5/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jan 18, 2016 I travelled to New York via American Airlines with a return to Tampa, FL sceduled Jan 22, 2016. Due to the storm the return portion of the flight was cancelled and ticket issued for the following day. The second flight was subsequently cancelled and at that time AA could not say when they would be able to provide a flight. I spoke to an AA agent and was told there would be no problem with receiving a refund if cancelled and a flight was booked with another airline. The cancellation was done imediately however no refund was received by Mar 4 and my husband again called, they had forgot. AA then refunded $213.93 cad while the original cost was $582.60cad. AA has been contacted numerous times and have now closed the file. Please note that the return portion of the flight was not cancelled by choice but simply because AA could not provide a reasonable return flight or even a date of return.

Desired Settlement: All I ask is due to the fact that American Airlines was not able to provide 50% of the flight that I be reimbursed 50% of the original cost. That leaves a shorfall of $77.37.

5/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: me and my friend missed are flight friday april 22, so we were put on stand by, we got to the airport around 430 am saturday morning and were put first and second on stand by, we notice that at the 7 am flight other stand by people were going ahead of us, when i asked maggie why she waived her hand at me and another black couple and told us to go sit down then just walked away while we were talking, gate k 20 so you can go check the footage, once at another gate another staff came and apologized cause she said we shouldnt had been treated like that, now the 10 am flight come and more stand by people went ahead of us when i asked why another lady said people were complaining on the last flight that we were too big and needed four seats, but we never had been on the plane yet so that was a complete lie, 1 pm flight and explained the problem to another lady and we caught this flight and me and my friend only used two seats not four

Desired Settlement: we were very embarrassed and missed out on a lot cause they claimed we were to big, i want a full refund and a nice apology letter

5/19/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: FYI I have filed a complaint directly with AA and am not getting resolution. As part of the online ticket /reservation process AA posts "You have 24 hours to cancel your trip for a full refund if you booked at least 7 days prior to departure" so I proceeded to reserve a flight while I waited for schedule confirmation because the fare had increased already in the previous hour. When I found out I would not be able to make the scheduled flight, I canceled the reservation within 24 hours. I received a cancelation confirmation email and while there was a small link embedded, there were no instructions on the need to actually log on and request the refund (which I didn't realize the need to do because Delta automatically processed a refund within 2 days in similar circumstances). The entire process was quite difficult to navigate and figure out how to proceed: the record locator number won't help and the "document number" is actually the ticket number but can only be found checking back with the email, no information available online even when logged in. I finally filed a refund request just in case, sent multiple emails requesting information because no contact phone number was available other than reservations who told me they didn't know why i'd not yet been credited a refund. I'm now at 2 weeks after cancelation and can't get a straight answer on when I'll receive a refund credit: I've called and emailed multiple departments, and have been told "it's pending" and that it could take anywhere from 7 business days to 1-2 billing statements on my credit card. And no one has been able to tell my why. I've also been misdirected to call a non-working number btw.

Desired Settlement: I would like aa to: 1. Automatically refund tickets/ reservations canceled within their 24 hour cancelation grace period. (i know this is possible because I'm able to do so as a business owner accepting credit cards and because Delta was able to). 2. Until #1 occurs: POST TRANSPARENT AND FULL DISCLSOURE with their statment "You have 24 hours to cancel your trip for a full refund if you booked at least 7 days prior to departure..."- e.g."... PLEASE NOTE YOU WILL NEED TO FILE A REQUEST FOR REFUND AFTER CANCELING YOUR RESERVATION AND YOU WILL NOT RECEIVE THE REFUND CREDIT FOR AT LEAST 7 DAYS AFTER FILING YOUR REQUEST BUT IT MIGHT NOT BE FOR 2 BILLING CYCLES" 3. An explanation for their delay tactics policy and and an apology for the massive inconvenience and manipulative experience I've had.

5/16/2016 Problems with Product/Service
5/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased first class seats which I did not receive.

5/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: After purchasing 2 tickets aboard flight AA4130 on 4/4/2016 we were involuntarily denied boarding due to American Airlines overloading the aircraft. * ****** and her supervisor indicated we would receive $200 vouchers and a refund of our ticket prices. We have contacted American Airlines 5 times in the last 3 weeks and have yet to hear a response or be refunded our ticket price. Additionally, US Department of Transportation regulations require we receive a notice detailing our rights and the regulations governing involuntary "bumping" of paid ticket holders from flights. We did not receive this. Additionally the rules dictate we are entitled to a refund AND 400% of the ticket price, and that we entitled to the payment in cash, not a voucher. We request the required 400% payout and refund in cash as required by US DOT regulations.

Desired Settlement: We request the required 400% payout and refund in cash as required by US DOT regulations.

5/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: In the last 3 weeks, I have had the worst experiences with A.A. In my life and I will NEVER PAY FOR ANOTHER FLIGHT ON YOUR AIRLINE. I purchased 2 tickets for the 645 am flight and had a family emergency that caused me to miss the flight. I called and asked was it possible to pay to be put on standby for the next flight an hour later and was told that I would have to pay the difference of $900 per ticket and I have never heard of such. The flight was not full and was not even an hour later. I called that same morning when I realized that we were going to be late. After realizing that there was no way to get on the next or another flight that day without paying for 2 more tickets, I cancelled my flight, taking a loss of $400 for canceling the ticket and booked an entire new flight with Delta for less than I paid for the original tickets leaving on the same day, actually within the next hour! Then after that horrible experience, I had another flight booked to Cancun on 4/15, flight 2012, left an article on the plane, my work iPad, and luckily before I left Charlotte, NC, it was found and sent to lost and found. Well my problem with that is I was told that I could retrieve it when I returned to Charlotte and when I went, they told me the lost and found was closed and gave me a direct line to call....well the direct line was a recording that I called ALL week with no response whatsoever to have it Fed Ex to me at my expense. So today, instead of enjoying my Saturday, I had to drive 7 hours to the airport to retrieve my iPad which took less than 10 minutes to retrieve!!!! Basically, they had ignored All of my messages and were very negligent about handling the situation! Not only did I waste my gas and money but most importantly, my time!!!!! Now I know why I fly Delta and Southwest!

Desired Settlement: That was a waste of my time and money! Didn't even get as much as an apology! I have already filed a complaint with them as well.

5/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 3, I flew on American Airlines on a delayed flight (due to weather) that led to missing a connection and was rebooked on another flight. That rebooked flight was unfortunately cancelled for unclear reasons. When I called the reservations agent to determine my options to arrive at my destination, she told me to take a taxi to another airport in a nearby city to catch the last flight of the day, and that my taxi would be reimbursed by American Airlines if I sent them the receipt. I asked multiple times to confirm that this would be reimbursed since the taxi would be over $100 and the reservations agent confirmed this. However, upon submitting the receipt to customer relations, they refused to reimburse the taxi fare. AA does not have a way to reach customer relations by phone, but despite multiple pleas by email (including asking the complaint be reviewed by the manager), they have refused to reimburse the $101.70 fare as promised by their reservations agent. Their most recent response is below "I've been asked to review the correspondence you sent. We have reviewed and revisited all the particulars concerning this matter. After additional and careful consideration, our position remains unchanged. I recognize that you may disagree with our decision. However, it is not with in our policies to refund out-of-pocket expenses. While our decision has not changed, we value you as our customer and hope to have another opportunity to serve you again soon. Sincerely, ******** ***** Customer Relations American Airlines AA *****************

Desired Settlement: Reimbursement of taxi fare of $101.70 as promised by American Airlines telephone reservations agent

5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refused to refund flight after cancelled. Would not refund flight and allow me to drive the 2 1/2 hour drive after scheduling me on a flight 20 hours later. Lied about flights between, saying they were full when a relative was able to confirm open seats on flights. Gate agents promised a refund, but refund got denied by customer service. After continuing to contact customer service, they stopped contacting me. Refused to give me a phone number, would only contact me via e-mail.

Desired Settlement: Full refund of purchase flight for time.

5/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: American Airlines caused me to miss an entire day of my recent vacation to Argentina. Ten minutes before scheduled boarding for flight 953 on April 4 they switched our airplane which was in working order with a flight for London which had technical problems. After hours waiting in the airport on April 4 our flight was ultimately cancelled at 12:40 AM on April 5 and rescheduled for 130 PM that next afternoon. But the London travelers got to go to London on time because AA had a preference for them! By the time I got to my hotel in Buenos Aires it was 2:30 AM on April 6. I was exhausted the next day and could not enjoy the second day after I had missed the first. "As a courtesy" for their terrible service AA deposited 15K AA miles in my frequent flyer account which are useless to me. This is not enough to go anywhere and since I haven't traveled on AA much lately I have no other miles. Since they treated me so badly I surely do not want to do so anytime in the future. These miles are an unacceptable response. I spent over $150 getting back and forth to the airport a second time and over $100 on food at the airport over the course of the 2 days I had to be there waiting for AA to get their airplane working and ready to fly. The cost of one day of my missed vacation that I paid for and did not get to enjoy is $500. I filed a complaint with them and they refuse to either reimburse me for my $250 costs and/or compensate me for the $500 in lost vacation time. They claim that they will not pay because these things are out of their control. But this decision was totally in their control and they made a business decision that ruined my trip. Plus it cost me money. Please help.

Desired Settlement: American Airlines should compensate me for $500 in lost vacation and reimburse me for $250 in costs expended due to their business decision.

5/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The company promised to have a manager call me back regarding my complaint. And they have told me that manager will no longer be fielding my complaint. My issue is with American . As well as issues with how adjustments can be made to existing flights. Even after this issue is resolved I PROMISE I will not fly with american again after these events as they can't keep their word to even have a manager call me back when that promise was made to me

Desired Settlement: To dig into American that lies will not be tolerated, that if something is said, that will be followed up with. I was advised I could make changes as long as the over all route wasn't changed.. I was also promised call backs from a mangaer level (NOT A SUPERVISOR) And now american has not followed up. they have outright lied to me. The company clearly can't keep a promise. Yet if American just reviewed their own recordings I am only going off of what their own agents told me. I EXPECT A CALL BACK FROM A MANAGER OR a DIRECTOR. Clearly there are folks that need to go through corrective training as well...

5/12/2016 Problems with Product/Service
5/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My wife and I booked a flight home from Boston to Chicago on American Airlines. We were just finishing a vacation (cruise) and the flight home was immediately after the cruise because it was the last flight home that evening out of Boston to Chicago. American then changed the flight time, only by about 45 minutes, but this made a BIG difference as to whether we could make that flight or not. Because we had already booked a non refundable trip we had no choice but to try to make that flight because there were no other flights on American or any other airline that night. Of course we ended up missing the flight because we got to the check in desk 30 minutes before the flight and that was too late to check my checked bag. The airline had no flights the next day they could guarantee us on and because I'm a Physician and had to be at work the next morning I had to book an early morning flight the next day on a different airline. American has denied any wrongdoing in this situation despite the fact that the flight change time may not have made a difference to them but it made a huge difference to us. We wouldn't have booked this vacation had the original promised flight time not been available. I spoke with about 10 different people over the phone and finally wrote customer service and got a reply (from Keetwanah Ingle, AA ****************) that said they would not refund the money (because we "accepted" the fares, which we didn't) and they would not reimburse us for the hotel room we had to stay in because they changed the flight time. She did indicate that we could reuse the funds. Although I was unhappy with this I was willing to accept. However, when I called to reuse the tickets this morning I was told there was a $200 change fee per ticket that was not mentioned to me by customer relations. This left each ticket worth around $90. This is an unaccepatable resolution for us because this situation was created by the ailrine.

Desired Settlement: I would like to be refunded the original ticket amounts and be reimbursed the cost for the hotel room in which we had to stay because of the flight time change. These costs do not include the lost wages I experienced because of my inability to take care of patients the morning after the missed flight.

5/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: American Airlines stole $300 from me. They also engaged in unfair and deceitful practice under. 49. U.S.C. §41712. My eticket stated nothing of the 24 hour cancellation requirement, which is a requirement under federal law. I contacted them by phone twice (was hung up on twice) and sent them a formal letter and filed a complaint through the AA website. Then a representative called me back explaining to me that American Airlines had their own standard for the abov rule and essentially American Airlines they did not have to provide the 24-hour cancellation requirement. I am happy to supply my eticket. I am also happy to speak with American Airlines about administrative law, to the extent that only agencies may interpret their own rules, but business are not free to further interpret agency rules. Chevron v. Natural Resources Defense Council, 467 U.S. 837 (1984), Aller v. Robins, 519 U.S. 452 (1997).

Desired Settlement: FULL refund. Perhaps a change in their policy. This rule above provides “failure to offer a passenger a full refund in the original form of payment in the event of a cancellation request covered by the 24-hour reservation requirement to be an unfair and deceptive practice" The rule also states The rule further holds that carriers should make “appropriate disclosures wherever those policies are provided to the public. Otherwise, the presentation of the carriers’ general policies would likely mislead consumers who could avail themselves of the 24-hour reservation requirement about their rights." However, my eticket contains no reference to the 24-hour requirement.

5/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have reached out to American Airlines directly, as I am a member of their loyalty program and had hoped to have the matter resolved quickly. I purchased two flight tickets from them from Philadelphia to Minneapolis totalling $88.00. I had attempted to call their reservation service over the phone within 24 hours of the reservation to cancel and receive a full refund as I had to book a different flight to get home for a doctor's appointment. I was unable to get through and it was a frustrating experience to say the least. So I emailed, thinking it could be resolved quickly. $88.00 should be nothing to them to maintain a loyal customer. But no such luck. They wanted doctor's notes and I was very anxious over trying to get everything they would need even though their phone system had failed the customer and they should just make the situation right. Meanwhile I was in a horrific car accident. I am just trying to get my money back. I understand that there are rules and stipulations but there also needs to be a piece of understanding and compassion in customer service and American Airlines has failed miserably at that.

Desired Settlement: I would like a full refund onto my credit card.

5/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Booked a flight with airline and they cancelled it and booked following day. This was an early afternoon flight from DFW to Atlanta. There were many other options including seats on their own airline but was not worth the hassle to them. American called with an automated recording that my flight was cancelled and then left a number to dial to see what I could do, when I called the number there was a 3 hour wait!!! This is a bad company, when I finally got a hold of someone they said because it was weather they just had to try and get me home within 24 hours so they booked me on a multiple stop flight that would get me there late the following day (24 hours later than planned). We are talking about getting to Atlanta, the busiest airport in the country. At this point I hung up with the representative who said it would be impossible to get to Atlanta even on another airline. I walked to the united counter and booked a flight to Atlanta that got me home within about 5 hours. I filed a complaint with American who have "forwarded my concern for refund", This is in line with a company that has proven they will constantly do the absolute minimum for a consumer, that part I am upset about but not surprised, the surprise to me was the blatant lies from American that it was impossible to get me home when there were in fact several options. I took screen shots of available flights as I was talking to the representative claiming they did not exist.

Desired Settlement: I am done flying this airline, in the long run companies that treat consumers this way will never win out. I have family and friends that are based in Dallas and will probably be stuck flying with American so my desired outcome would be that they take a proactive approach to try and help consumers and try to build trust with frequent fliers instead of striving to do the bare minimum to attempt to fill the ticket contract. Would also hope that they realize that many of their consumers are much smarter than the representatives they have trying to "help" and a policy of blatant dishonesty should be abandoned.

5/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Case: AA-**************5 I traveled to Argentina in December of 2015. My luggage did not arrive and I was promised it would be delivered by 11AM the next morning. It took 6 days for it to finally be returned to the airport from the third party company that you use. It took daily calls (1 - 3 hrs. long) to get some of my luggage back. Everything had been looked through and a lot of things were missing. I submitted a claim when I returned to the US. On Jan 18 2016, I received an automated acknowledgment that said someone would be in touch with me. On February 5, 2016 I received an email saying that my claim was forwarded to the right department. On March 21st, 2016 I received another email saying that the specialists on these situations would review. On April 12 the Central Baggage Resolution Specialist finally communicated with an answer which is not satisfactory whatsoever. I am basically being told that because my flight was international, AA will only pay me a small amount (equivalent to 15% of what I lost) because AA goes by (SDR's) a Special Drawing Rate, a fluctuating rate established by the International Monetary Fund (IMF). I have provided them with names of employees who mistreated me. I have video of the way I was yelled at. AA's employees shut the door on my face and would not open it again for 2 hrs. Not even the police got them to cooperate. They were so rude that when I asked for a supervisor because filing an online claim was not personable in my opinion, the AA employee said: "oh! you want a more personable experience? would you like me to take you home with me and cook dinner for you?" I am currently unable to walk because I went on strenuous hikes without the proper gear (it was stolen), I suffered from 2 asthma episodes after years of not having any episodes, all because I did not have proper attire (it was stolen). American Airlines will be my last choice every time I have to catch a flight which is pretty often.

Desired Settlement: I asked for $10,000. I was offered $1592.83. I would like a higher offer. I am sure American Airlines can do better thank this. Either by giving me miles, refunding my ticket or paying what I lost at the very least. I would also like to know that corrective action was taken for those employees involved in my claim while I was still abroad.

5/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was on a flight from Charlotte to Greenville, NC. The flight was delayed for AN HOUR for a "broken tray table". I was able to make the connecting flight anyway, but I was not allowed to get on my connecting flight while I was at the gate. My friend was allowed to get on the flight. I was told I could not get on and that I had to be on stand by for a later flight. I watched two people get on the flight I was denied as stand by passengers. I was placed on a later flight as stand by and this was cancelled. I was told on Friday, April 1 that they could not get me a flight until Sunday. My friend had flown to Greenville and had to go ahead and drive home (2 and a half hours). So I was left in Charlotte with no way home. I have a job that I had to get home to. I chose to fly to Norfolk, Virginia and rent a car so I could get home to work. This was $100 (there is a $75 drop off fee from Norfolk to my home) out of my pocket. I emailed the company twice while in the airport and twice since the flight. I have called the airline twice - they said I had to email that nothing can be done on the phone. They have offered me a $100 voucher which is unacceptable. Now when I call they said that I have "waited too long". The reason this has taken so long is because the only way you can get customer service is through email and they take more than a week to respond. I asked for $100 to reimburse me for the rental car or a larger voucher. I have not gotten a response in over a week nor satisfaction.

Desired Settlement: I would like either a $100 check to cover the rental car that I had to get for your mistake or at least a $250 voucher.

5/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I took a flight of AA from Las Vegas to San Diego on 4/10/2016, with transition in LAX. Ticket info is attached below. The flight from Las Vegas to LA was delayed form ~40 minutes and I missed the last flight form LAX to San Diego. The airline issued me a ticket from LA to San Diego for next morning without a hotel. I asked to a rental car and was refused. I had to rent a car to drive to San Diego for the work on Monday, 4/11. I paid $78.46 for the car and ~$7 for gas, not to count my time spend on driving. Record Locator ****** Carrier Flight # Departing Arriving Fare Code carrier American ** *** ***** *** 10APR 6:45 PM LOS ANGELES 8:01 PM W Lei Fang Seat 21E Economy carrier American **** *** ******* *** 10APR 9:05 PM SAN DIEGO 9:54 PM W OPERATED BY COMPASS

Desired Settlement: Reimburse $78.46 for the car and ~$7 for gas.

5/12/2016 Problems with Product/Service
5/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Where do I begin, on March 24th I checked in for flight ****** to Barcelona with a connecting flight in Miami. After flying for hours and making it to Barcelona I arrive only to be without my bag. The baggage couter in Barcelona was absolutely horrible and not helpful at all. I contacted American Airlines to only find out that my bag was never put on the plane and was still in DFW. I found this odd since I was 2 ½ hours early since I was flying international. After speaking with a rap I was told that my bag would be placed on the next flight and should arrive at 7pm that night. Well needless to say that didn’t happen and I had to call back to customer service and was told my bag was now in Miami and would not be to me until the next morning. REALLY!!!!! To add insult to injury it is now the next day and I still don’t have my bag and didn’t receive it until Saturday night because it had to be placed on yet another flight. While speaking with a rep I was told to purchase toilettes and clothing and keep the receipts and I would be reimbursed. It is going on 3weeks since I have been back and I have yet to receive the reimbursement. Part 2, on my way home. The night before I left I received an email stating my flight home was cancelled. WHAT??? I checked my app and it didn’t show it was cancelled so I called American Airlines customer services and spoke with a rep to confirm this. I was told that this email was sent in error and the flight was still on time and schedule. Well low and behold when I arrived to the airport the next morning my flight was cancelled. At this point I’m appalled that an American Airlines flight operated by British Airways has zero communication with each other. It seems to me that American Airlines should have known that this happened and would be an inconvenience to their customers. British Airways finally found me a flight home which consisted of me staying in Athens all day and flying to London that night April 1st. I had to stay the night in

Desired Settlement: I would like to be reimbursed for the items I purchased and to be compensated for my time lost and being inconvenienced.

5/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The purser on flight 905 from MIA to GIG on april 14th collected the headphones from everyone 3 hours before landing! in addition at no time during the flight did they ask us to fasten our seat belts including landing and takeoff. People were reclined during takeoff and landing and did not have seat belts fastened! My AA number is *******

Desired Settlement: Apology letter by purser and compensation for the mess

5/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I submitted a Customer Relations form to American Airlines(AA) on 3/29/16 regarding an delayed flight credit for which I am entitled. The reference number for the form submitted is 1-*********** It has been three weeks since I submitted the form and AA has not responded to my request for the flight delay credit. Additionally, the published phone number for AA is for reservations. As a result, the agents are not able to answer any questions pertaining to Customer Relations. AA has not been responsive. The information below is a summary of the information I submitted to AA on 3/29/16. On, March 28, 2016 from Madrid (MAD) to New York (JFK). The flight was scheduled to arrive at 1:25 pm and it was delayed and arrived at 6:22 pm, five (5) hours later than scheduled. As stated in the AA Customer Relations pamphlet, I am writing to request the 600 Euros that I am entitled because of the delay.

Desired Settlement: As stated in the AA Customer Relations pamplet, I desire to receive a credit of 600 Euros that I am entitled because of the delayed flight.

5/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My flight and my wife's flight ***** on 4/17/2016 from Savannah-DC-Hartford, arriving at approximately 1 PM, was delayed such that we would miss our connecting flight from DC to Hartford. I called American Airlines (AA) to resolve this issue. The first agent with whom I spoke said he was checking to see whether the connecting flight could be delayed and instead hung up on me. The second agent was extremely rude, after which I asked to speak with a supervisor. The supervisor gave us two options and refused all other compensation: we could either have our tickets refunded, or we could fly out the next day. This would be impossible given that my wife is a teacher and I am a doctor. No voucher, etc. was offered for the fact that we now had to purchase expensive, last-minute tickets through a separate airline, the increased cost of which was approximately $400. We believe we are entitled to a voucher for the difference between the cost of our AA flight and the cost of the flight which actually took us to our destination. I have already contacted AA, and "******** ****** of Customer Relations responded under Ref************* refusing any further compensation.

Desired Settlement: Refund of $400 to cover increased cost of last-minute flight cancellation causing a need to purchase more expensive, last-minute tickets through a different airline. Receipt available on request.

5/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My name is ****** ** *********, my wife ******** ** ******* ********* and I were flying on American Airlines Flight No: ****** departing from PHL Philadelphia PA Gate no: B10 Arriving into IAH Houston Texas We were seated in seat 12C and 10D. While taxing one of your flight attendants *****" (I had to ask the first class flight attendant his name.) (the only African American Flight attendant on board) was walking up and down the isle instructing the passengers top please turn of our cell phone and cellular devices or to pretend to put them into airplane mode or just hide them. This was somewhat of a insult to your passengers chariture or intelligence. Everyone simple just looked at him and shook there heads. As my wife and I were sitting apart from each other once the plane had taken off and the flight attendants were serving drinks we thought we would head to the back of the plane and sit where there were two vacant seats that were next to each other. Another passenger also decided to sit in the back as well directly across from us. As this same flight attendant *****" (The only African American Flight Attendant aboard this flight) came by with his beverages he very rudely and abruptly scolded my wife and I along with the other passenger that the seats were reserved for flight personnel and that we should have paid attention because the trays were down. His nasty demander and tone was very upsetting to my wife, the other passenger and myself. Allow me to add that the other flight attendant that was assisting him simply looked at him in dismay as he couldn't believe that his coworker was actually talking to passengers in such a manor, he simply held his head down and said nothing. My wife was very shaken and upset during her flight, she was afraid to even go to the bathroom. Being a 100% Service Connected Disabled Veteran having honorably served in a combat MOS 13-B (Artillery) Unit overseas and have flown to many parts of the world I have never been treated

Desired Settlement: in such a manor. I am 50 years old, of African and Hispanic origin and my wife is African American. Mind you we did understand that the seats were now assigned to us nor did we ask permission to move, however there is a way to address your passengers. Normally from my experience once s are able to move to vacant seats and that this might not be policy and I'm sure it is not. Again, not wanting to make a big stink aboard the plane we decided to simply follow the flight attendants direction and simply move back to our seats. Trust and believe that it took quite a bit to swallow my pride and not to bring myself down to this flight attendants level as he truly belittled me in front of my wife. It a sad day when one has to feel Iike thay are in a "PRISON CELL" while onboard American Airlines Flights. I contacted AA and recieved what was basically a slap in the face, "A template Responce" from: Mr. ****** ****** Customer Relations American Airlines AA Ref#************

5/9/2016 Delivery Issues |