American Airlines
reviews and complaints

On May 11, 2015, I was traveling on American Airlines' US Air division from Tennessee to Florida with a plane change in Charlotte, North Carolina. At the Nashville airport, I was offered the opportunity to purchase Preferred Access for the entire trip (both flights) for $20. Since I was traveling with a carry-on containing important papers and I didn't want to run the risk of having to check it if the overhead bin space ran out, I made the purchase. Both boarding documents clearly stated Preferred Access under my frequent flyer number. On the flight from Nashville to Charlotte, Preferred Access was called after first when the preferred Citi Credit Card flyers were called. However, in Charlotte, the gate agent never called Preferred Access and after the first and premium credit card flyers were called, since the flight was running late, she simply called Zones 1 and 2 and there was a rush to the gate from all directions. As I handed her my boarding document, I mentioned that Preferred Access was never called and she didn't know what it was.

I emailed American Airlines customer relations and recounted my experience and requested that since I paid $20 for Preferred Access for two flights and it was not offered on one of the flights, I would like a refund of $10. On May 15, I received a response from Dalila Reade stating they could not offer a refund. She concluded her email by stating "Please use it to fly with us again soon" however there was nothing attached and this seemed to be a fragment from a form letter inserted by mistake.

I again emailed American Airlines customer relations and politely requested a reconsideration of my request since they charged me for a service they did not provide. On May 28 I received a response from Robert Vaseg in which he provided a thorough explanation of what Preferred Access is and even provided an example that if one was traveling from Los Angeles to Philadelphia with a change of planes in Charlotte, then the one fee paid in Los Angeles would cover both flights. Apparently, he had not read my email which was simply stating I did pay one fee and they did not offer Preferred Access on my second flight, so I should receive a partial refund. He concluded his email by writing, "we have a responsibility to decline compensation requests when we feel it is not appropriate."

I next wrote an old-fashioned letter to American Airlines CEO Doug Parker and included copies of the previous email correspondence. On June 10 I received a phone call from Siegfried Leal stating they regretted my situation but could not offer a refund. He again began explaining Preferred Access and seemed taken aback when I asked why he was calling if it was simply to say they could not offer a $10 refund for a service they sold and did not provide. He then sent an email explaining Preferred Access and using the same Los Angeles/Charlotte/Philadelphia example used in the previous email I had received.

On June 18, I phoned my bank to dispute $10 of the $20 charge since the service was never provided. My bank said that to dispute a charge with American's bank would be very difficult as the transaction did not involve merchandise, however, since I had been such a loyal customer of the bank for so many years, they were more than happy to give me a $10 courtesy credit as I was clearly due something. I took it and urged them to try and collect it from American Airlines if at all possible. This may seem very petty over $10; however, I do not appreciate being sold a service not provided nor do I choose to make a $10 contribution to American Airlines.

My brother booked flight through the company www.americanairlines.com. He tried to paid, but the website showed error all the time, so he couldn’t finish the purchase. After that he checked the account and it turned out that they took money three times. No one warned him about it. The company stole money and didn’t send the confirmation info. Total fraud, so be careful if you buy from them.

The worst website. I booked flight through the company www.americanairlines.com. I was really disappointed in the services, because the flight was delayed without any reason. As well as they sent my luggage to wrong country. They promised to help to find it, but still no info about it. I already asked to provide any compensation, but the rep told me that they needed to think about it. Real ### and the worst company.

As an owner of a travel agency, we have accrued many, many miles and in fact my husband was in the million mile club. For 2 years we did not travel and American Aadvantage zeroed out my account of over 100, 000 miles. Personally I will never use them again IF there is another option. It took me $100, 000+ in purchases to accrue these miles and ANY company that has the nerve to tell me that I can get my miles back if I pay $600 is one I don't think anyone should do business with. At least with United you can shop on their store online to keep your miles - but American requires you to only travel...

My main complaint about this trip is how many problems I had during the whole trip (including 1 cancellation, separate seating for a whole family, a 10 hour delay and losing my bags in my case plus the cancellation and losing our baby’s car seat for my wife and kids). I haven’t received any formal apologies from American Airlines and no contact of any type regarding the concentration of disruptions on this trip, including any type of compensation besides the formal process for lost baggage, which clearly had a negative impact for me because of not having receipts for some of my high value items (suit and other clothes brought on this trip because of the main reason to go to Chile: my sister’s wedding).
What I’m requesting at a minimum is a formal apology explaining what happened here and why American is not following up on cases like so severe where the passenger schedule is affected in this way and the cause of the issue is not something unavoidable such as weather. I’m also looking for some sort of compensation since this is by any standard too much to go unpunished.
Since so much happened in this trip that I want to highlight and complain about, I thought I would start with a summary of the flight information and what actually happened on each stage:
3 reservations: Myself, My wife and son, and my brother (the reason was that we all had one flight together and the rest was on different dates).
Passenger / Route
• Miguel Martinez (SEA-SCL-SEA) Cancelled flight, 10 hour delay and lost baggage
• My wife and kid (SEA-SCL-SEA) Cancelled flight and lost baggage
• My brother (SCL-SEA-SCL) Cancelled flight
The problems started for the flight SCL-DFW-SCL on March 22nd. We were all travelling together (3 adults and 2 kids with 7 bags). I got a call that morning saying my flight was delayed but that I should go to the airport (I live in SEA).
When I got the airport and the counter, an agent tells me that my flight is so delayed that we are missing our connection in Dallas and there’s no solution (just like that, not even a simple we are sorry). He was clearly an agent in training and the other agent didn’t provide any help up until an hour into the conversation. Again, no apologies whatsoever. I explained the phone call, the different reservations (where I took seats for all of us together) and he explains there’s no solution, just like that. After a 30 min explanation, I finally make him understand that all 3 reservations need to be moved together. I asked for them to cover the trip back home, they refuse and offer a hotel (what?). After another 45 min, I actually get a couple of vouchers for separate taxis to get back home (remember 2 kids, seven bags)
Next day, March 23rd I had to pay for transportation again and we were actually able to get on the plane. No problem. In Dallas I realized that all of seats for the DFW-SCL flight are separate, even though in my original reservations I had them all together. After getting a very rude response from the representative saying that it’s “not my problem” I explained what happened the day before a miraculously he was able to fix the issue. We get on the plane and we get to Chile. Awesome!
On my flight back I got confused. I actually admit this was my complete fault. My flight was booked for April 12th but I got confused thinking it was the 13th. I call the call center saying that I missed my flight (thinking it was Sunday instead of Saturday) and surprise. I get a response that nothing can be done and there’s no space on the following flights (April 13 and 14), even though I have in front of the screen of aa.com showing space on the flights that night and the day after (after getting on the flight the was a LOT of space). I was told that I had to pay $400 for the change, for which I agree since it’s my fault (see the funny thing/pattern here? I acknowledge is my fault while AA didn’t do anything on my original flight, but you know what, I want to go home). I show up on Monday April 14th and guess what. An original 6 hour delay becomes a 10 hour delay (no heads up or call this time) so I have to wait at the airport until 7AM.
Of course I lost my connection at DFW, so I have to wait for another flight and I get to SEA past 8PM. One more detail, even though my bags were at DFW (you have to go through customs), no sign of them in SEA. I go to the office, they tell me they’ll look for them and send them home later. Tired and mad, I said fine. Over the next 4 weeks I get 2 weekly automated calls telling me that my bags have not been found (3 weeks’ worth of clothes plus suits for sister’s wedding) to find out at the end that they lost them. Then on top of that I have to fill an endless form, with information that American already has (reservation codes, flights, times, airports) and a table with everything on the bags. First of all, who remembers everything on the bag, second no refunds for items over $150 including my $1, 500 suit. Outcome? I get a refund that is $1, 500 short, no accountability for AA.
Fast forward to April 29th. Now my wife and 2 kids (3 year old and 7 month old) are flying back from SCL-GRU-LAX. Everything great until guess what. American lost our baby carrier which is also our car seat. Same drill, we’ll look for it but they gave us a replacement. Of course, not even close to what we had before. The worst was that it didn’t match the base that we had, so basically during all of our LA trip and back in Seattle for 3 weeks, we couldn’t use the base which provides much more stability and safety to the car seat. Same timeline as before, they couldn’t find it, fill out the endless form with information American already has an we got a check for $150 that we used for another car seta an base bundle.
Add to all of this that American has not been able to provide the information of these flights to LAN so we can get our miles credit on our LAN frequent flyer accounts. What a Nice ending to the worst airline experience of our lives.
Not only was our experience as a family awful. I’m so surprised that American doesn’t have a system to deal with cases like these. A passenger should never go through this with a minimum of assistance and courtesy. I know that for a fact. LAN, airline part of One World will take care of you in such a different way. Same problems arise but respect and caring for the passenger is so much different. I can’t believe that LAN and other airlines members of One World allow American to do this and miss the minimum bar of service for so long.
I was surprised to find online that I’m not alone on this. I was overwhelmed by how many posts, videos and websites talk about bad experiences with American Airlines so I decided to start one of my own www.aafail.com I hope this shows how disappointed I am and how much I’m willing to invest to either drive American to be a little bit more courteous and caring or to keep as many flyers away from American as possible. A little bit of research would show that even though I don’t flight a lot myself, at least 10 yearly roundtrip flights come from my pocket for my family to visit us from Chile, with American being the most “convenient” connection. I’m aware I always try to book the cheapest rates and I’m not more than a scratch on the whole scheme of things but I’m making sure that on my radius of influence (I work for Microsoft and our team of 40 people flights more than often) will never fly American again until I get a satisfactory apology and answer from Customer Service. I started myself booking my next flights (to NY in October and to Chile in December) with a competitor (even outside the One World alliance) and I’ll do my best to keep doing that until I’m satisfied.

I 'd like to tell you what happened to me today while flying with American Airlines. I'm a missionary in Mexico and once a year my family flies me and my 2 sons in to Dallas so that my parents can spend time with their grandchildren. I have a 3 1/2 year old and a 18months infant. When my sisters purchased the tickets they purchased two tickets and one lap infant. Since this was an online purchase we had the information on our phones. When I arrived to the airport the lady at the counter greeted us with a non welcoming attitude. I went ahead and greeted her kindly hoping to soften or smooth the situation but she continued to be rude and told me I had to purchase a ticket for my infant. I told her I had the email/picture to show her. She said she saw in her system that on my flight from Mexico City to DFW I had been printed a ticket and I told her it was never given to me but that I had proof that a ticket was indeed purchased. She ignored me when I asked if there was someone else I could speak to that could help me (by this time both my boys were getting restless and frustrated because it was taking too long to get help and get our tickets). My sister finally convinced her to take a look at the email on her phone with the ticket confirmation number and she went on to start typing on her computer while speaking under her breath. Finally after maybe 20-25mins she handed my sister our passports and the tickets. My sister went back to the counter to ask if I could get assistance with our carry ons and the man she spoke to rudely told her that they were short staffed and did not offer those services. We've been told before to ask at the counter so that a family member can help put belongings in the boxes before going through TSA while holding 2 infants, however, in this occasion we were told that they did not have enough people and that there was nothing that could be done. My sister asked to speak to a manager but she was told there was not one in the building and that she'd have to call to complain. She started calling but I asked her to stop and that we should just spend time saying goodbye and to take a deep breath after having been treated so rudely. When it was time for me to go in, I had one child in a stroller and my other son next to me. I was trying to place our carry ons on the band, as well as our belongings, when an employee asked me to get my son out of the stroller. I asked him if there was someone available to help me because my son would run off if I took him down from the stroller and me running after him would have me leaving my other son unattended as well as my belongings. He laughed sarcastically and said, "No, you need to take your son out of the stroller and place it on the band. We don't offer that kind of service." I just bursted out crying at the rudeness and lack of help. I held my heavy son with one arm as I placed the rest of our stuff on the band and when I looked back my other son had ran off, passed the detectors with other people screaming at him to step back. A sweet and kind older lady from TSA must have felt sorry seeing me cry and trying to handle my kids so she helped me fold my stroller and get my belongings. She asked me for my ticket to see what gate we were directed to but seeing the chaos, I could not stop my tears from rolling down my face as I tried to get my belongings together and get my kids from running off. She then decided she would help me with our carry ons and walked me to my gate. She was truly an angel. I thought it was all over so I took a deep breath, wiped my tears and got to the gate ready to board. Once there, another employee rudely asked for my papers and went on to ask why I did not check in our carry ons, I went on to tell her they we're carry ons and more than anything my diaper and snack carry on. She went through our passports and said they were not valid because they didn't have my signature. I fly often and had never heard of such thing. At this point it just seemed like she was looking for any excuse to keep me off that flight. I asked where to sign and she rolled her eyes as she opened the page on the passport where I needed to sign. (Have in mind, I'm still trying to maintain my 2infants in peace and settled down.) She was extremely rude and lacked professionalism. I then walked towards the plane, hoping the unpleasant experience was over and that I would be able to sit with my kiddos and take a nap to forget how horrible our trip back home had been so far. I get to the plane door and asked someone for instructions of where I should leave my stroller. Before I could finish my sentence the flight attendant told me there was no more room for our carry ons or the stroller. I said, "Ok, but can you please direct me as to where I can leave my stroller?" By then my baby had ran inside he plane as I was telling my 3 year old to hold our carry ons so I could chase after the baby. They finally told me to leave the stroller and that they would tell someone to put in the plane. They seemed frustrated or annoyed the second they saw me with both my kids. One thing that saddens and upsets me is the eye-rolling, unprofessional behaviors and annoyances perceived by not one, but multiple employees of yours as soon as they saw me with my kids. That is wrong. You are happy to receive payment for a fully priced ticket for my 3 year old and the crazy expensive fees for my lap infant child, yet your service to mothers like myself is beyond horrible and discriminatory. I'm crying as I am writing this because I am saddened, hurt and disappointed. A mother deserves to fly and visit family with her children without being mistreated by employees with poor customer service skills. My family and I have flown with AA multiple times and this is just unacceptable. My children and I did not deserve this sort of poor treatment/service today.
This all did not end there. I arrived to my seats only to find out they were already being occupied. I asked the flight attendant what I should do because it was obvious my child could not sit away from me. The passenger sitting at the isle seat got upset and said he would not move and got irritated. We finally sat in our seats. The guy in the isle seat was annoyed with my infants moving and singing and decided to push the arm rest down. He hurt my arm so I asked him if it could stay up so that I could have better access in handling my children but he was upset and said no. As this was going on a flight attendant walked by and asked us to figure it out or that we would be kicked out of the plane. The passenger and I looked at each other and we settled it. He apologized and so did I, as he proceeded to tell me he had been having a horrible experience with AA since his arrival at the airport and I mentioned how my day was not going so well and out of nowhere the same flight attendant (lady that told me our passports were not valid) I had encountered earlier rudely asked me if everything was fine or if she was going to have to escort us out of our flight. The passenger next to me smiled and told her everything was fine and I did too. I believe there was no necessity for that sort of harassment. The guy and I were at peace. My kids were sitting and singing but not disrupting the peace or anything of that sort. Finally, we started to fly. I am guessing my boys were stressed from the long and horrible ordeal and my baby began to cry and scream. (He loves flying and was excited but I believe he became uneasy and afraid after the lady threatened to remove us from the plane.) He literally cried uncontrollably for 30mins and finally fell asleep crying in my arms. I dozed off for a couple of minutes but woke up soon after, having somewhat of an anxiety attack. I couldn't breathe and I just wanted to burst out crying because I was feeling beyond helpless with the entire experience I had gone through. I closed my eyes and said a prayer hoping to get home quick to my husband.
I am now at home and I still cry every time I think about my trip with American Airlines today. I am beyond disappointed. I received the worst service and felt like it was all because I am a mother traveling with 2 small children. If anything, a helpful hand should've been offered by your employees at the sight of a struggling mother/customer. I choose this airline always expecting quality customer service, but after today's experience I will reconsider my next trip with AA.

I had booked ticket as follows :Itinerary ( City / Flight no) : Hoston-Dallas( 2537)-Narita( 175 )- Busan by American Airlines
Ticket nos. : 001-[protected] and 001-[protected]
Date of Travel : 10-Dec-2013
Flight 2537 was cancelled. We had received call from AA reservation on 9th December and were booked on United Airlines flight no. 7 Houston to Narita. American airline representative who rebooked this flight confirmed to me that AA and United Airlines have same baggage policy ( 2 nos. check in luggage 50 lbs each). But when I checked in at Airport, to my surprise, I was informed that it is not so and United Airlines allows only one bag of 50 lbs. United airline charged me 200 USD for my wife and my son.
Receipt of this is attached herewith.
I went from IAH terminal E to terminal A to meet AA customer service. She advised me to call on [protected] and I did call couple of times but not received response about refund.When I asked to escalate this matter to supervisor, lady on phone simply hang off the line.American Airlines have refused to compensate for our loss.They refuse to pay us a single cent.It is American Airlines cheating and willfully providing wrong confirmation to passengers. Had I been confirmed correctly then I would not have choose not to travel by alternate flight. American Airlines did provide wrong information so that rescheduling of passengers is done fast and intentionally forgetting passenger inconvenience.
Please arrange to refund 200 USD from American to me urgently.I have experienced terrible inconvenience, loss of time due
to this and AA need to refund this money to me immediately. I would appreciate if your good selves will be able to help
us in this matter.
Divyesh Padshah
[protected]@gmail.com
mobile : [protected] ( Mobile )Land line : [protected]
Regards,

As posted on Facebook:

Share your Experience with American Airlines... This is mine and I will never fly American Airlines again!

I rate you 1 star out of 5 Stars! This is why:

My son is a Army soldier and has flown 3 times with American. All 3 times flights have been cancelled and he has been stranded or left to scrabble to find flights that would bring him close to his destination. The first was between basic and his tech school - October 2013... He arrived early in the morning for a 9 am flight and ended up sitting all day in the airport before being put in a hotel and flying out the next day. The next happened on December 19th, 2013 when he flew into Chicago and they cancelled his flight to Kalamazoo. Fortunately, he was able to fly into Grand Rapids but it required an additional 150 mile round trip drive by his family who had just driven 1100 miles in the last 48 hours to pick up his brother (who is also an Army Soldier from Fort Leonard Wood). Nothing like adding an additional 2 hours to your 10 hour drive that day. We literally drove in the driveway, emptied the car, and got back on the road to pick him up. And last... this morning (1-1-14)... arrive at the Kalamazoo Airport at 4:15 am to find out that they, AGAIN, cancelled his flight and pushed back his next flight till 5 pm that evening.

Let me just say that your track record is poor and I have no faith that American Airlines can or will provide services in a timely manner. We have received no apologies just excuses... Changing people's travel iteneraries puts extreme stress and chaos into the day. It requires additional time to compensate for these changes... especially when you have to change your whole day. American Airlines has made no attempt to make things right.

If you want stress-free travel, fly with someone else... The only guarantee American Airlines can give you is unexpected change and stress to your travel plans... All at the inconvenience and price of you with the convenience of American Airlines.

Paying premium gets you less...

I am extremely disappointed and frustrated. My family will never fly American Airlines again!

Thank you for confirming who and who I will not be doing my future business with!

The customer service of American Airlines is terrible, but the service in Spanish is a nightmare for the Hispanic customers who needs or wants to communicate in their language.

Usually the agents are rude, rude and give false or distorted information, believing that the customer is not able to speak English.

Two years ago we pays a companion for my son who speaks very little Spanish on a vacation trip to Spain, in the Barajas airport, Madrid they left him alone and the boy
was lost, but we finally found him after be scared to death.

We report this incident and they sent us a letter of apology and a voucher for $ 400 dollars for be use in the purchase of another ticket.

When I went to use it, the agent in Spanish refusal to give me his name, refused to give me information of which was the nearest office to use the voucher and we asked to speak with a supervisor and he told me that there were none and left me waiting in line . We decided to use another company to buy the tickets for our vacation.

This year, we made the mistake of buying 4 tickets to the destination to which we would go on vacation, unfortunately one of the group members (a minor) get sick; we send all the medical documentation to the company ; this ticket was not refundable..

To my surprise the Spanish agent who served me (Mary Carmen) with a very aggressive attitude informed me that they returned the ticket money only if the passenger died, something that is incredible IN ALL OTHERS AIRLINES, illness, hospitalization, etc. are considered when medical documentation is submitted. By insisting she change the version and said that maybe we were given a voucher valid for one year, I asked for a supervisor and she left me waiting for over 20 minutes, of course I could not talk to the supervisor.

The Department of "refund" does not have a phone that the client can communicate, by email you get no answer, either by letter, customer service does not give information in Spanish or in English and the fax number in the Website not work.

Conclusion if you can travel by another airline DO IT, American Airlines is NOT a professional company, is a disaster.

I was searching for a job and came across American Careers to find airport job. I sent in $39.00 for money order and have never heard from them again. This is crazy and now I need a job at airport or my money order returned to me.

I flew from MIA-YVR 10mar 2013 and AA completely damaged my bag and will not compensate me as per there terms and conditions and the Warsaw Convention. I have filed several complaints and keep getting told that customer relations have no authority the assist me however will refuse to pass my complaint onto the correct department . I advised on arrival in YVR of the damage there airline had done to my 2week old american tourister by Samsonite bag and I was told then I wasn't in YVR long enough for them to fix the bag even though they admitted it was unfixable and also because I didn't have my receipt on me they wouldn't pay me for my bag. American Airlines are going completely against rule and regulations regarding this matter. I live Australian and I think this has something to do with it, they think I will just let it go and they won't have to do the right thing as per policy and airlines rules.

My wife and me boarded this plane at Miami International Airport., flight AA2035 class S on Jan. 3rd. 2013 at about 7:30 PM .From gate D41 Seat 21E. When we first got on board I noticed that the cabin was quite cool, no hint of what was to come later on. It was after we were airborn, and had reached our ceiling level that we both started to notice theat it was becoming quite warm in the cabin, I felt for the air flow from what I theought was awfully small a/c outlets in the ceiling area over the seats, almost like pin holes, don't know how that's going to work but at any rate I put my hand up to the opening and all I could fell was warm air ! Now we are at about 40, 000 some feet in the air and this is the best this plane can do for a/c !? I complained to a stewardess about the excessive heat and she agreed with me that it was quite warm and would tell someone about it and have it lowered, well needless to say that never happened, I'd guess it was about 78 to 80 degrees in thee cabin for the whole flight, worst flight ever due to the heat, mind you we have just come from the Amazon and we didn't need some more of the very theing we were trying to get away from, heat! If American Airlines thinks it saving money in fuel costs by turning off the a/c to the cabin, withe over a hundred people on board, all creating body heat, have no fear, we will never use theis sorry ### Airline again and I suggest theat anyone else thinking of flying this airline, maybe you should theink about Southewest Airlines instead.

This past July 2012, I flew from Toronto, Canada to Los Angeles, California. I inserted my credit card in the automatic check in at the American Airlines check in stations to pay for ONE piece of luggage. Since the machine did not read my card the first time, I inserted it again as instructed. It still did not read it, so I inserted it again and it did not read it and an agent processed my luggage manually, assuring my that since it was not processed at the machine, my card would only be charged once for the time he ran it. As my luck would have it, it was charged THREE times!

I have since gone through the long, convoluted process of trying to file a complaint with AA about these extra charges, and they will only hear of it via email. An automated response has been sent back to me, acknowledging that they received my email and that they will respond to me shortly. It has been over a month, and they will not respond to any of my emails, nor will anyone speak to me on the phone. They have my money and don't want to talk to me. American Airlines is in no way focused on their customers! Their flight attendants spend the entire flight complaining about their colleagues/work as they scoop ice into cups, with their fake smiles on your way out the door. Absolutely everything else has been stripped from this airline. At list give me my money back!

I am not a regular user of American Airlines but it was the only flight taking me to my destination on Thursday via Miami on 'same' plane. First impression, the flight attendants certainly did look matched to the old dreary non-tech planes tightly squashed passenger bus in the air, definitely not something which supposedly represents America. I began to wonder if every plane made came with the fittings and staff which stays with that plane for it's lifetime. Compared with other flights to and from same area, American Airlines sucks. So... on top of it all the flight stops in Miami to unload and a lot of bags did not get back on the flight to continue it's journey... "bet it's American Airlines, Nothing New" was the response from everyone so obvious it's a regular thing. It just shows the Inefficiency of this airline, American it is !

Now I totally understand why American Airlines is going bankrupt. American Airlines, you suck. You not only lost my luggage going on my vacation but you lost it again when I arrived home. To add insult to injury not one person in your claims department at JFK really did not give a s*# t about my problem. Not only will I never use American Airlines again but I am willing to pay double for my next trip just to avoid using this non caring don’t give a grap airline. I’m tired of airlines losing my luggage, and this isn’t the first time.

I was on an international flight that ended with LAX-San Diego final destination. The flight was cancelled and I had to wait in LA several hours until UA determined there were no sits available in the next flights and I had to ride in a bus to San Diego. Instead of arriving in San Diego at 11:30pm, I arrived at 5am. My luggage was damaged and I was at the exhausting point of stress where my blood pressure went to extreme numbers. I would like to file a complaint and request reimbursement for my losses. I have pictures of my damaged luggage and my return ticket/luggage papers.

Please let me know what is the best way to file and what type of documents you need to review.

Bait & Switch Policies
I purchased a ticket on Travelocity where I made my seat selections BEFORE I made the non-refundable purchase. Now I'm informed by American Airlines that those were only seat REQUESTS - they were not actual seat assignments. I'm forced to pay an additional $86 for the privilege of not sitting in middle seats on a 10 hour flight. Even though I selected my seats off a seating chart - I'm told they were only requests. I don't care who's fault it is, but it's not right.

On August 13, 2011 I checked my luggage in Miami
Bag tag number AA 618807 for flight 1412 at approximately 6:25 pm that departed at 8:50 pm to JFK New York. Upon my arrival to JFK New York my luggage did not arrive. I made a claim at JFK with Ms. Penina Lamarre and was told that my luggage should arrive on the next flight 1838 at 2:40 am and to call on my cell phone and I would come to the airport and pick up my luggage. I did not receive my luggage until the next day Sunday, August 14 at approximately 3:30 pm. When I received my luggage and examined it I noticed that a bottle of Pure White Hennessy and a book titled Food, Fitness, and Faith for Women: A 21 Day Journey to a New You was stolen.

I would like a first class complimentary ticket to anywhere based on the negative experience and inconvenience without my luggage, reimbursement for my Pure White Hennessy ($31.50) that is not sold in New York, a book titled Food, Fitness, and Faith for Women: A 21 Day Journey to a New You ($9.00)and reimbursement for parking ($6.00) that I had to pay for to go back to the airport to pick up my luggage. My luggage should have been on the plane in Miami because my luggage was checked in more than 2 hours. Instead of my luggage being loaded on the plane items were being stolen out of it. The Hennessy was a gift for my father's 70th birthday at his request. I also would like an investigation to be completed because my friends that took a flight out of Miami the same day and time heading to Boston luggage were also delayed. Two hours was more than enough time to load luggage on the plane however, employees are too busy stealing.

American Airlines is terrible for customer service. They completely deleted our flight into St. Lucia when we have had it booked for two months. We made all of our honeymoon arrangements based on the flight. Our only options given by the "supervisor" were: fly the day before/after at midnight, fly into an airport 3 HOURS AWAY or refund our money. That is SERIOUSLY the best their customer service can do? We are now forced to spend extra money with no restitution from the people who are screwing up our honeymoon. This is ridiculous and I'm never going to fly with them again! The "supervisor" stated there was nothing they could do for us. I don't believe this at all and feel like I'm being lied to. Thanks for offering to cancel our honeymoon with 60 days notice! They are the only flight providers for this area and they know it! Ridiculous!

Upgrade to first class, offer a free ticket and also to act like they care.

Dear Citibank and American Airlines,

I write in regards to the Citibank AAdvantage Debit Card Rewards Program. As a loyal American Airlines customer, the program had such strong appeal that I switched my primary bank to Citibank in September 2011. The significant effort, headache, and cost of changing banks was rendered useless by the abrupt termination of the program in December, 2011. Why was this program advertised and available only three months before its termination?

All of my recent interactions with Citibank have been instigated through my relationship with the American Airlines AAdvantage program, and unfortunately, each experience has been negative. My application for the Citibank AAdvantage Visa Signature required a half-dozen phone calls and an appeal to the Office of the President of Citi Cards before a clerical error on their part was corrected. My application for a checking account at Citibank stalled while I waited to activate checks I never received. The abrupt termination of the Citibank AAdvantage Debit Card Rewards Program leaves me frustrated and without motive to remain a Citibank customer. At the beginning of the new year, I will close all of my banking and credit accounts with Citibank and return to my previous bank, Wells Fargo, with whom I banked for more than ten years with excellent satisfaction.

I now question my participation in the American Airlines AAdvantage program, a program in which I anticipate reaching Executive Platinum (EXP) status by the end of this year. United Airlines MileagePlus has offered me matching elite status, and their recent merger with Continental gives them coverage that is sufficient for both my business and personal travel needs. My continued patronage of American Airlines and Admirals Club will be greatly influenced by your response. I thank you for your consideration.

I had over $600 worth of luggage stolen from my bag. This includes 3 Canon camera lens's and a bottle of Polo cologne. I talked to AA customer support and they suggested I go to the airport I landed at and file a complaint. After dealing with 2 very rude employees, I had my list of items thrown back at me and was walked out on. They told me there was nothing they could do for me. I then called AA again and spoke to highest rank person I could. She gave me the number to call and suggested I file a report on both employees I dealt with. Needless to say I'm never flying AA ever again.