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American Airlines / changed reservation, delayed luggage!

1 Arlington, VA, United States Review updated:

Travel Itinerary:

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)

Issue Overview:

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.

Thanks.

Pi
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Comments

  • Fr
      8th of May, 2009
    0 Votes

    Typical American Airlines. Flight changes happen, but with AA, it can be done within 48 hours. The always hide behind the fact that they can change whatever and whenever they like. You never get a person on the line who can or wan tto give information why and you are not allowed to speak to the people who make the decission. Bad company. Bad customer service.

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