Fort Worth, Texas
United States - 76155
I was traveling miami - mexico last saturday may 31th in the fly 2115, by 5pm my family and I were getting the boarding pass at the front desk of american airlines, an a lady named liety supervisor operation portuguese or something like that (it was difficult to see the name because she did´n t let me). Anyway we were with 5 bags, 1 year old girl and 3 year old boy, my little kids start to run all over and laity start to yell, I control your children this is not a play ground area, this is restricted area and maybe you don´t have to be here, show me right now your passports and your boarding pass! Well about the children I don´t disagree, it was a little difficult to have control by that time with 5 bags, passports and all the staff you carry in a trip I just wanted somebody helpful, my complain is that she was so rude, after that I asked her to gave me her last name and she refuse it and also she threated me with calling security, she treat me so bad. I don´t know why american airlines don´t teach their employees how to treat people specially foreign tourist. I will make more letters like this one because I think is the only way that they improve their employees, anyway I will never fly with this airline again.
I am writing to seek assistance in replacing a voucher for a cancelled plane ticket from american airlines;...
I received an e-mail from american telling me that they had changes four of my six flight times. I had arranged this flight about 5 months before departure date. 45 days out, they tell me that everything was changed. I called and complained and regina said I could get a full refund. I called another airline and found satisfactory flights and called american back to get my refund. Nichole stokley, agent, told me again that I would receive a full refund. After enduring with her for approx. 40 minutes, a supervisor (christine covington) interrupted our conversation to tell me that there would not be a refund since there was no more than a 90 change in plans. After a shouting match with her, she finally looked up my itenery, she saw that she had made a mistake. No I am sorry, just a snappy retort... Your refund will be processed in 5 days more or less. She refused to give me the full refund even then, so I called back and asked for another supervisor (elizabeth gonzales). She was kind enough to get the full refund for me. What I dealt with for 20 minutes was an arrogant, loud, lying christine covington. The other 55 minutes was with an employee with about 5 hours training.
I had a horrible experience flying aa. They're completely rude, late, and unapologetic about either. That's the last time I fly with them.
I'm actually just sharing this nightmare which my sister just suffered on her extremely recently flight from dallas to lahore this week. My sister asma haque with her husband and 2 children had been planning to visit lahore for the wedding of her husband's younger brother since october last year. As things would have, when you have weddings and guests traveling in from abroad you tend to bring in lots of wedding presents etc. And the groom had asked her to get him his clothes, shoes etc. Needless to say the luggage was full of wedding presents for the bride (and her family), the family's own clothes and special dresses and other practical amenities which you pack when you travel.
Coming all the way down from dallas to lahore is not an easy task and she was originally booked on an american airline flight (aa050) until london (gatwick) then all the way through to lahore via dubai on emirates. Unfortunately on the evening of the 06th of march, after checking in and getting her boarding passes etc. American airlines informed her that the flight was canceled due to storms etc. She then requested for her luggage to be returned but they confirmed to her that she should not worry and the luggage will be in lahore before she even arrives. She was re-routed on another flight 2 days later, only to arrive yesterday 10th of march at 3 am at lahore airport with no luggage and no signs of it. After 24 hours of me calling emirates gatwick airport, emirates lahore and emirates dubai (as my sister is stuck in a family wedding and an extremely difficult situation where there is no wedding clothes, no groom clothes etc. And the wedding is on friday 14th of march) - I am flabbergasted with the non-chalant attitude of everyone in the organization.
I cannot get to speak to anyone but someone on the callcentre. There is a process and somehow i'm told we have to follow it. What I am even shocked is that i'm wracking up phone bills calling emirates london when emirates dubai should be doing it. I've been committed 3 times by the callcentre guys in uae that they will call me back and they never do. To make the story even more interesting, I spoke to a very helpful lady yesterday marisa in the callcentre who was looking into the "file". She then recommended that to get more action taken quickly I call ek gatwick airport ground handling directly. Which I did. I called them at 5:00pm uae / 1:00pm uk time and spoke to a gentlemen (kevin) who was extremely helpful.in fact he called me back in 20 minutes to confirm that he had located the baggage (all 7 pieces) and would arrange to have them boarded on the next flight (ek10) to dubai for onward dispatch to lahore. I was relieved and immediately called my sister in lahore with the good news. But alas the nightmare continued, when I called up emirates dubai to confirm receipt of all baggage they tell me that they only received 1 and not the other 6. And its all in a "process". What is my sister supposed to do!!! She spent thousands of dollars shopping and getting ready for the wedding, then she spent thousands of dollars on ticket purchases and then she goes through this complete agony... I'm just flabergasted...
December 28th, 2007
Washington dc (dca)- bogota (bog)
January 7th, 2008
Bogota (bog)- punta cana (puj)
January 13th, 2008
Punta cana (puj)- washington dc (dca)
Just two weeks before our trip, on december 13th, american airlines contacted us to inform that there had been a change in our january 7th travel itinerary (bogota-miami-punta cana) without any reasonable explanation. Instead of arriving in miami at 11am and leaving to punta cana at 1pm, we would be arriving at 12noon and our connecting flight to punta cana would be departing at the same time (12noon), meaning we would miss that connection.
After spending hours on the phone to see our best options to solve that problem, american airlines offered us only one solution: staying the night of january 7th in miami and leaving the next day to punta cana without any hotel expenses recognized. As we didn’t have any other choice, we had to cancel that night hotel reservation in punta cana and make one in miami.
Once we came back from bogota, colombia on january 7th we spent the night in miami at one of the hotels near the airport, and the next day (january 8th) we finally flew to punta cana but when we arrived our luggage (4 pieces) had not come in our flight. We filled out a claim with the american airlines representatives who told us they would be sending a message to miami and the bags would be arriving the next day. When we asked them about nearby stores to buy clothes they were not much of a help and just indicated us to look on the resort stores.
Therefore, we started our so long ago planned vacations without any clothes, bathroom supplies, and without knowing where to go and buy some decent clothes. Not to mention that a medical mouth piece that I need to use every night was in one of the luggage and I had to sleep without it for the next two nights which caused me strong headaches.
The resort just had a few stores where we were able to purchase the necessary items as soon as we got there. Instead of enjoying our vacations the way we had planned it, all we did between that tuesday afternoon and thursday night (when finally all our luggage arrived in punta cana) was call the airline in punta cana and miami to find out where our luggage was, walk everywhere trying to find the necessary items, and explain restaurant managers what had happened so they would let us walk in to have dinner without the appropriate attire (pants and long sleeves for males was a requirement at dinner).
In both instances when we talked to the american airlines staff and they didn’t seem to care much and were not willing to help us. All around the world this is perceived as a lack of good customer service.
American airlines should be responsible for all the expenses we had product of such unacceptable customer service, which ruined part of our vacations, so we are expecting the airline to reimburse our money.
American airlines: never again
Well, we had bad experiences traveling through aa. This wasn’t your regular bad: in the last 4 travels between me, my wife and my father - in - law, all of them had been pretty bad. All of them had to do with the terrible check in service at huntsville international airport (hsv). None of those checkins lasted less than 1 and a half hours when they should have been 5 minutes.
But the last one was the worst by far.
My wife already knew and we were dreading having to go through that experience again. But having a bunch of miles accumulated and a tight budget we had to bite the bullet and deal with their nonsense again. First nonsense of the day was when the lady there claimed the maximum was 50 pounds for the luggage… ok here we go again.
My wife, suspecting this was coming again since the same thing happened last time, waves a document issued by aa stating that international flights such as this one (to and from an overseas city, including the legs inside us) were 70 pounds maximum.
The aa lady doesn’t read it and proceeds to repeat the same garbage over and over. Finally, after some 20 minutes of back and forth she decides to call someone. She calls a… flight attendant!!?!?! Must have been her buddy or something. The women on the phone proceeds to tell her she is correct, 50 pounds max and that my wife will have to pay a $50 dollar fine.
My wife waves the document again and again stating: please read this. Is this not an aa policy? Do you question the validity of this? Why don’t you go access the same information… through one ear and out the other.
Sometime later the conversation turned into the aa lady stating to my wife, and I quote: “your daughter cannot travel for free…”. My wife takes out my daughter’s plane ticket, takes out the ticket receipt, and shows her: “oh this is not a receipt”. My wife explains: “here is the amount paid + tax + fee = total, it is printed in the same paper as a plane ticket but it is a receipt, aa said this is the receipt, we paid for it, please call the sale’s agent if your computer somehow doesn’t show. Aa lady: “this is not a receipt, your daughter is not booked in the flight and she cannot go”. My wife: “that is fraud from aa”. At this point I loose it, yell at the aa lady and go away to take care of my screaming daughter (she is 1 year old).
And so the conversation goes on and on for 1 hour and 40 minutes. When it was 10 minutes before the plane departure time somehow, mysteriously, everything gets resolved, my wife gets her boarding passes, luggage gets checked in, no explanations given, no apologies, no nothing…
Draw your own conclusions folks, I drew mine for sure. Never again we are going to give our money these thieves.
American airlines lost my luggage and after 3 days they didn't want to send it to my hotel. I have a full description of the how it all went down here http://www.travelingbad.com/
My husband paid $1200 for ticket dfw to zurich and I flew on points, hard-earned ones, for this horrible, miserable airplane experience. Our seats on flight 37 zurich to dfw in dallas and on flight 28 dfw to zurich were so small and cramped we couldn't even fold out the tray table all the way but only half way where it bends in the middle. Horrible leg cramps, and when the people in seats in front of us decided to recline, the tray table turned into an instrument of torture to our stomachs! We complained to steward who said "american installed 130 extra seats in this plane and this is the result. Sorry." i've complained to american too... No results yet... But I feel we should receive compensation of some kind for pain and suffering. I am seeing my physician this week about pain in side and also breaking out in two places due to constriction of clothing and intense body heat. This greuling, long flight was the worst in my life. My husband's long legs cramped too and he is sick now that we're back home. He is seventy. I am sixty-four.
Simply put I booked tickets first class through orbitz. Had to cancel then within a two week period and was told they are non refundable. And if I wanted to I would have to contact american airlines to see if they would credit them.
Firstly as I said booked them first class. And I know from first hand experience that if you book first class and cant use the ticket it will be refunded. So why do I complain. Apparently the tickets I booked through orbitz were coach with an automatic upgrade to first class. Here is the scam! According to american airlines that an automatic upgrade ticket is non refundable. That would be fine if I was told in the beginning from orbitz. But since now when you contact these big companies the person on the other end is in india or who knows where. It's like you are speaking with another culture. I dont know about the rest of the world but it is time to boycott these kind of organizations. That no longer humanize themselves and leave it to a menu of electronic voices and aliens from another planet.
What is that great line from "network". "i'm sick and tired, and I am not going to take it anymore". If organizations cannot represent themselves honorably than they should go get a day job and leave the real hard work to those who will act on it with dignity.
I am for starting a boycott of orbitz and american airlines!
I have submitted the next complaint to american airlines and received a ridiculous compensation of $75... Pls read below what I went through and tell me if you agree I should be getting more back...
On june 19th, I and my 3 kids (8.5 & 6 years old and 11 month old baby) flew with aa from sf to ny, and from there we were to catch an el-al flight to israel scheduled to arrive in tel aviv on june 20 at 5:30pm.
Flight 178 was delayed and we arrived to ny at about 10:30pm, when my next flight was scheduled to take off at 10:50pm. Till we got off the plane (in terminal 9) it was about 10:40pm and we started rushing towards terminal 4 for our next flight. However, el-al decided not to wait for us, and gave our seats to people from the waiting list and took off.
You can not imagine how disappointed, tired and betrayed we felt...
Aa managed to arrange seats for me and my kids on a flight to london (flt 142) the next morning at 8:30am. But I had to stay overnight at the airport with my 3 kids because they could not provide us with a hotel room since they said they were all booked. Neither did they provide us with any food coupons. My kids fell asleep on the floor. This was the most horrendous experience I have had. I felt so helpless and could not believe that no-one cared to help us get through those long night hours in the airport. Not even a drink or something to eat to give us the feeling that someone was concerned for our welfare. The flight to london was delayed as well. We arrived 15 mins. Before our next flight (163 with british airways), so we missed this one as well... I just couldn't believe this was happening to me. I felt I was in the middle of a horror movie. This time, at least, aa placed us in a hotel. We got there at 1am and left at 4:30am to get back to the airport to catch our final plane. We arrived in israel 22 hours later than the original schedule (june 21 15:30pm instead of june 20 17:30pm).
Needless to say no-one had any idea where our suitcases were and I had to file a tracking request. They arrived 3 days later on the 24th.
I feel that the airlines deserted us, did nothing to soften this harsh situation, especially since this involved 3 small children. Traveling with small kids is no picnic in the best of circumstances... And here I was absolutely helpless and unable to do anything to alleviate the desperate feeling of abandonment.
I feel that the aa personnel at ny airport didn't show any desire to try and help me and my kids, stranded at the airport, in an extremely unpleasant situation. They showed no compassion to the fact that 3 little children were forced to spend the night on the airport floor, and even an offer of food or drink were not forthcoming.
Therefore I have come out of this experience feeling desolate and hurt, and turn to you to request compensation for what we went through.
Even if the tardiness of the flights, causing us to miss our connections, may be put down to "circumstances out of your control", at least the minimum we could expect would be to receive some sort of support while awaiting re-routing. This was not realized.
I purchased a ticket with aa, via expedia. I had to change the date of the flight and I found that it was a penalty of 200 for changes. I look the rules and I learned that if american airlines changes the flight is ok, however if the customer changes the flight they take $200 dollars.
Someone has to stop these airlines to abuse clients. Their one side policies only protect the airlines. They take fees and penalties with no reason.
If you are curious you could read the policy
Any time ticket is non-refundable in case of cancel/no-show/ refund. Waived for schedule change/illness or death of passenger or family member. Note - text below not validated for autopricing. Waiver also applies for traveling companion. Ticket has no value unless ticketed flights are cancelled prior to ticketed departure time.
Charge usd 200.00.
Waived for schedule change/illness or death of passenger or family member.
Note - text below not validated for autopricing.
Waiver also applies to traveling companion.
No chd discount/inf without a seat - 10 pct.
The original non-refundable amount remains non-refundable.
Changes are permitted prior to the ticketed departure time of each flight provided the new itinerary meets all the provisions of the new fare purchased
A year has passed since the horrible inhumane incident that happened on march 19th and 20th of 2006, and I still feel the numbness from the discriminating remarks from 2 agents (by the name of carver and supervisor smythe) towards my disabled child, I still feel it as a slap in face and worse the poor investigation that the so called customer relations representative (in texas) higbee made without even taking into consideration that I had 2 witnesses that saw and heard the poor treatment. Ms higbee concluded there was no discrimination in their part and practically spit in our face and just want us to move on.
A year ago we traveled to california during spring break vacation and since american airlines likes to rip of people by selling two tickets for one seat and treat customers as first come first serve basis, we lost our seat and ended up waiting over 26 miserable hours on standby at lax airport. After 18 hours with out sleep from having to move from one wait area to another and due to busy airport my disabled child started getting very exhausted and I started to worry about her condition due to possible seizures or convulsion from exhaustion and I went to many counters begging and asking if we could get an immediate flight due to her condition and when I explained my concern agent carver responed in a cold and cruel manner "well im sorry the flight is booked and if she starts having one of those convulsions please take her to another waiting area dont let it happen here." I was in shock and I immediately asked for a supervisor and then spoke with a smythe and when I informed of the situation she responded "what are you doing traveling with a disabled child?" how insulting, am I supposed to keep my child locked up because she was born with a disability? Who in their right mind could say such harsh comments!
I then put a complaint to the co called american airlines customer relations and an unprofessional agent by the name of higbee responded and advised me that a complete investigation was done and that american airlines played no part in discrimination. (even though I advised her that I had 2 witnesses that were standing by the counters and were willing to testify.) the customers relations agent informed me that although the investigation was completed, american airlines will take my concern and comment for room for improvement and that my comment would be forwarded to the managing director in los angeles for an internal review and that my criticism has been used constructively. (with a slap in the face) I have yet to hear from the managing director from american airlines. I want everyone to know that american airlines is the worst airline whom discriminates against the disabled and worst of all a disabled child. We will never use american airlines again.
I recently purchased 2 round trip tickets to san antonio, tx to enjoy an air force graduation. Unfortunately we ran into an issue that delayed the graduation and had to reschedule the trip. Here is where american delivered a huge shock to my budget. First the documents I was presented with stated that rescheduling would incur a fee of up to $100 depending on the fare purchased. Well as it turns out the fee would be the maximum $100 per seat or 2/3 of the fare for taking up about 1 minute of the airlines time. Quite the scam I must say!
However it gets better. When we rescheduled the flight we were also penalized by the airline because a travel agency recommended american to us. Another $30 per ticket in added penalties. When I asked to speak to a supervisor he laughed and told me to book and accept the added fees or just let american keep it all. So this will be my first and last trip with american airlines, the airline that prides itself on robbing the flying public. I can't wait for doctors to adopt these practices. Then when you call to reschedule an appointment they can charge you $100 simply because you as the customer are an interruption to their day.
It time for the american people to turn their back on american airlines and let them go bankrupt. Pay a little more and fly with the more professional airlines. The cheap fare is not worth the lousy treatment and fleecing of your hard earned money.
This was the most miserable experience me, my husband, and sister has ever had. First of all aa did not...
We went threw hell. As we got on the frist jet airbus a300 evrything went well untill power went off ok thats fine so we got to the second jet and guess what power too went out all hell got loose people got mad, some were on rx. Med. We had to go threw customs 3 times would u belive. Our flight was to be at jfk 6:55pm and we got to san juan at 3: 30 am. A/a never use that airline... Oh yes we got on the third jet.
I am a "gold for life" american aadvantage member. Unfortunately, I am now disabled from a spinal cord injury...