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1.4 368 Reviews

American Airlines Complaints Summary

32 Resolved
336 Unresolved
Our verdict: If considering services from American Airlines with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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7:45 pm EST

American Airlines not properly chaperoned

My daughter and her friend, both 15 yrs old, flew from Ottawa, Ont. to Orlando, Florida with a stop over in Chicago with American Airlines. They were flying alone which neither had done before so we paid for them to have a chaperone. We were told that someone would be with them at all times and would help them through everything. It was a day after Chicago was hit with the huge storm and I inquired as to what would happen if the flight from Chicago to Orlando was delayed and was told that they would put them on the next flight available and that in the meantime they would be put in a room for children. They were escorted through customs and got on the plane with a friendly lady. Once on the plane however, the girls were left to themselves. Normally not an issue however there was a problem with the plane not being able to turn so their flight was going to be delayed and they would not make their connection. No one came to talk to the girls who were scared because they had just heard over the speaker all of this! So they had no idea what was going to happen now that they missed their flight and my daughter's friend was on the phone with her mum scared because of the mechanical issues.
The girls land in Chicago and are taken to a security room (not a room for children like we were told)
The next three hours turned into a complete nightmare!
The girls were hungry as with the delay it was almost dinner (our time). My daughter's friend asked her chaperone if they could get something to eat and she said she'd get someone to take them...and proceeded to do nothing but sit there! Her mother at that point called the airlines 1-800 # and was put through to the Chicago desk and demanded that they get taken to eat!
In this "room" there were people swearing, an older gentleman trying to escape and then at one point went and peed with the door open, people were sick (colds) and the staff were busy "hooking up"
My daughter was sending me texts saying she was really creeped out and at this point, angry because we were told that they would be in a kid room
and they clearly were not, I called the 1-800 #.
I was put in touch with a supervisor who was in North Carolina, so he could not see what was going on anymore than I could. I told him what I was being told and we called the girl in charge of the girls. She was told what my daughter was texting me and denied everything. My daughter was then put on the phone and questioned. She admitted to over-exaggerating about the hooking up part but said that the other things had happened. She would not talk about it and then texted me that she just wanted me to drop it because she was worried they were going to freak out. The chaperone continued to deny everything. (I don't know many 15 yr old girls who wouldn't be scared to complain about what the person who is supposed to be taking care of them is doing when they are by themselves in a different country with people they don't know - my opinion). Because my daughter would not say anything the supervisor would not believe what she had said to me and blew me off. Told the chaperone that she "should" report it to her supervisor there. He then told me that my daughter was not being honest and that he would not take her word. My arguement...but you will take what the other girl is saying as the truth...end of conversation with that supervisor.
My daughter then texts me to say that the staff is now laughing and speaking in spanish and staring at them. She's very uncomfortable and just wants to leave. She then texts me to say the chaperone then speaks to her supervisor.
After a few minutes, both myself and the other parent get texts from the girls saying that the chaperone is now agreeing with them and both parties have apologized.
I proceed to call the 1-800 # and get transferred to the same supervisor. I tell him that we have now been told that the chaperone is agreeing that the girls were telling the truth and I want a full refund for their flights home as we do not want them going through that again and what has gone on is unacceptable. He tells me he has no report telling him that she has admitted to it and will not take what my daughter has said. I say fine, then lets get the chaperone back on the phone. He says, he can't do that but if my daughter can get me the chaperones supervisors name then he will follow up. At this point, the girls are on their next flight so I can't get that information. I ask why could he get the girl before but not now. He tells me the airport is shutting down in an hour (it was 9pm Chicago time) and he won't do it, to get the name from my daughter and call him the next day. I had also told him about the other parent having to call about getting them food, he says he sees no report of that call. I said fine, I will have the parent call you immediately. I hang up, the parent calls immediately, asks for him and is placed on hold for 1/2 hr only to be passed on to another supervisor.

The other parent followed up the next day and after speaking to a supervisor at the same level as the one I dealt with, she was shocked and our chaperone fee will be refunded. The parent was also told that they had read the supervisor's (the one I spoke to) report and he was very condescending. The parent was told however that due to the type of ticket we purchased she did not have the authority to refund the tickets but if she had, she would have gladly done so as she was shocked by the treatment. She told her that we would have to file a complaint via email and said that she would pass on her recommendation to refund us the money for the return airfares.

I have submitted the complaint and will wait to see what happens.

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6:30 am EST
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American Airlines refund/cancellation scam

After researching and comparing prices, refunds, cancellations and restrictions. I chose American Airlines. This was a terrible mistake. First off, I made sure, prior to booking this fliight, that the ticket would be refundable. I read their policy and everything. Even the flight details showed that the flight was refundable and if cancelled prior to the departure time, the ticket will be refunded. WRONG! I cancelled this flight within 24 hours, about a week before the departure flight date. Days before my credit card was even charged. I contacted customer service and requested a refund and the lady advised me that I would only be able to reschedule the flight, within one year from that date, as it will be reissued to use later, and no one else, except the person whose name is on the ticket would be able to use the ticket. This is crap, a straight scam and lousy service.

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Lori Stout
Tacoma, US
Jun 03, 2016 8:23 am EDT
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On December 15th 2010 our flight from Dallas, Texas was suppose to leave at 9:30 pm it then got changed to 10:15 pm which I understand delays. They boarded us on the plane at 9:35 pm where we sat until after midnight because we didnt have a pilot. We couldn't get off the plane and I asked one of the stewardest for a glass of ice and she told me that they couldn't serve us anything until we were in the air, but first class got served drinks and food. We were on the plane about thirty five minutes and they finally turned some air on. This was flight number 1017. Finally a crew from St. Louis arrived and they ended up taking us to Seattle. This is the first day that I've gotten out of bed because I got Pnuemonia. My son Eric Stout took us to Mexico and this flight was unbelieveable, poor service and very rude. When the other tenants arrived the old crew just laughed and said good luck still don;t know where the pilot was. There was the three of us and we were not happy. Please respond to me at loris68@ymail.com. Thanks for listening. We didn't get home until close to four in the morning when originally we were suppose to get in at 10:30 pm on the 15th.

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June6689
, US
Jan 25, 2016 12:12 pm EST

American Airline refund policy is absolutely a scam. I bought my ticket on their website directly. I even purchased the traveler's insurance in case I need to cancel or change my trip. Now I have trouble I log into my account. After contacting them I was able to log in but can't find the ticket info. The lady told me over the phone that my ticket is nonrefundable. She asked me to contact the insurance company for a refund. But she did not give me any info on how to contact the insurance company. They sell insurance on their own website when I bought my ticket. Now they erased all of my ticket info and tell me they do not know anything about the insurance company. This is wrong and should be stopped.

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GILLIAN SINGH
,
Jun 03, 2016 8:23 am EDT

I BOOKED A FLIGHT ONLINE FROM MIAMI TO NEW YORK RETURN. THE PRICE WAS US$219.00 INCLUDING TAXES. I WAS BILL A PRICE OF US$246.60. I WOULD LIKE TO KNOW WHY I WAS OVER CHARGED AND WAS NOT INFORM ABOUT IT.

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GILLIAN SINGH
,
Jun 03, 2016 8:23 am EDT

AA SHOULD NOT CHARGE CUSTOMERS WITHOUT NOTIFICATION.

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7:47 pm EDT
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American Airlines this is what you call a vacation?

On July 19, 2010, my family went on a very much anticipated family vacation, and returned July 26, 2010. Since our return, we have all continued to be sick and this is the first time we have been able to sit down and put our experience on paper.

After much research, we selected American Airlines and Barcelo Puerto Plata resort. Barcelo was labeled a 3 star resort and we felt confident that because it was a resort sponsored by American Airlines All Inclusive, we would be pretty safe selecting this resort. We could not have been more incorrect.

We arrived at Barcelo on Monday July 19 at approximately 6 p.m. As our flight was delayed over 3 hours. Check in took over 2 hours, even though we checked in by family, not as an entire group. The hold up was not clear as there was only 1 family in front of us. Prior to our arrival, my sister and I had both called the hotel directly to ask if they had adjoining rooms for our families, as we were traveling with young children. They assured us they did. Upon check in, however we were informed that they do not have adjoining rooms and they would just give us rooms side by side to our kids. While this was not our first choice, we accepted. The first room assignments were a disaster, as they rooms were not side by side to our children. I exchanged one of my rooms for another that was available from one of our family assignments and was able to get my 2 rooms side by side, rooms 10208 and 10210.

Our room was NOT a 3 star resort room, the television was very old, the remote did not work, there was mold in the bathrooms. The kids room next door flooded after every shower and the toilet leaked after every flush. We had to use the towels to soak up all the water but thankfully the hotel cleaning staff was nice enough to replenish the towels for us when we asked. But after hearing my sister and niece's room issues, we settled for our room and decided not to change rooms.

We went to Guest Services Tuesday and spoke with Magdalena about making reservations for the restaurants highlighted online at Barcelo.com. We were told that the first available reservation was for Wednesday night and until then we would have to eat at the buffet until then. We broke up the groups into parties of 4, but were still told the first reservation was for Wednesday only for 6 people, Thursday for 6 people and Friday at the brazil restaurant. We were a little baffled, but accepted not knowing that this was only to be the beginning of the 'customer service” we would experience at Barcelo.

On Tuesday, my daughter became ill, fever, headache, nausea, diarrhea and vomiting. I went to the main buffet hall to get her something to eat and was told that I was not allowed to leave the restaurant with any food even though I explained it was for a sick child in the room unable to leave. I paid for an all inclusive resort, only to be told that I could only eat in the dining area! So I put the food in my beach bag and took it back to my daughter.

On Thursday, most of the family took an excursion to go horseback riding, we returned around 2:30, we went straight to the buffet and were told that some of the party had to change into appropriate attire before entering, so 3 went back to their rooms to change, while 5 others were in the dining room eating. When they returned to the restaurant, the Buffet Gestapo at the front door told them the buffet was closed and they could not enter. I went up to the door and pointed to the family and she did still did not allow them entry. At this point, due to the issues we had encountered with the room assignments and the reservation plus the poor service rec'd by the many different staff members at Barcelo, I was enraged and the manager of the buffet overhead me and tried to accommodate. He very graciously explained that the buffet was being shut down in preparation for dinner but he would allow me to fix a plate for the remaining guests in case they returned and he would make sure they would be allowed entry. However, after the gestapo at the front door turned them away, not once, but twice, they returned to their room not very happy.

We realized at this point, it made no difference if we voiced our complaints to the staff, and the general manager never contacted us and was not available the week of our “vacation”.

On Friday, my husband went to upstairs to the Pizzeria to get some sodas, the lady waiting tables was busy so my husband went to the counter and asked the server behind the counter for a coke and a seven up. The guy fixing drinks has 2 glasses with soda in them, he poured them out, rinsed the glass with water and poured 2 fresh drinks. My husband asked for the drinks in clean unused glasses, then he changed his mind and asked for the drinks in plastic cups since it was apparent that cleanliness was not part of the regimen at Barcelo. We were no longer surprised that our daughter and the rest of our group could not fight this illness, imagine the bacteria being shared by the many many guests at Barcelo, especially since the hotel was at capacity after the locals checked in for the weekend. It seems obvious, people expect to be served with clean sterilized dishes and glasses, but it seems maybe at this resort, this is considered a special request?

Needless to say, our experience was not what we had anticipated after saving for this family vacation and spending over $2800 for our family alone. The total for the family vacation for all of our party traveling together was near $10000.

Besides the apparent lack of customer service from the hotel staff, we were appalled at the entertainment offered to the guests here. Barcelo was stated as a family friendly hotel but the entertainment was definitely equivalent to an adult only establishment, dirty dancing, transvestites and during one evening a man wore a backless dress with his buttocks exposed to the audience. This is not the entertainment suitable for children. The following evenings entertainment involved young girls from the crowd who were encouraged to dirty dance on the stage for the grand prize of Ms. Puerto Plata.

We are requesting a full refund of this trip, we have no fond memories and certainly will NOT recommend Barcelo Puerto Plata to anyone considering a trip to the Dominican Republic, and while we have traveled with American Airlines, I would not recommend an all inclusive trip using American Airlines as this hotel clearly is not a 3 star resort.

We met again a fellow traveler we met initially on the flight over to Puerto Plata and her experience in Puerto Plata was much different. When she heard the problems we experienced she was as shocked to hear about it as we were to experience it.

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10:13 am EDT

American Airlines punishes those who lose frequent flier status

One would assume that given the business environment, airlines would be looking for opportunities to drive business. American airlines apparently has enough business that they are willing to turn away customers.

I used to fly a fair amount, and had attained a priority status with aa. Unfortunately, last year I was unable to fly as much as I used to, and thus lost my status. I don’t have a problem with that. What I am offended by is the way that aa has treated me since then, even though I am once again travelling. Although I had earned and not gotten around to using over 20 upgrades, aa will not honor them. Their policy is that I can only use those if I retain a priority status. Never mind that I earned them by flying aa a great deal. Because I haven’t recently, I cannot use my earned perks. Interestingly, even when travelling with my husband, who is lifetime platinum with aa (has flown over 3m miles with them), we cannot use them – because they are in my name.

Bad enough, but now that I no longer have status, I am being punished too. I have discovered that by losing priority status, they didn’t just drop me back to group 1 or 2 – oh no. I dropped back to the very end - group 5. Only standby boards after me now. Nice way to say thank you after years of loyalty. An even more effective way to drive me away permanently.

At the end of the flight, the flight attendant states that “we know you have a choice in airlines…”. Well, yes, as a matter of fact we do. This is one ex-aa frequent flier who will go out of her way to fly any airline other than american.

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11:00 pm EDT
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American Airlines delayed baggage

Dear sir/madam,

Considering your airlines is one of the world’s leading and reliable airlines, I booked the tickets for my self, my wife and my 1.5 years old son from doha (qatar) to new york (jfk) via london.
Boarding pass numbers (london to jfk) : 30c and 30d.
Baggage tag numbers: ba 487155, ba 487286 & ba 487287.

You may very well understand that with the infant, how much would it be difficult when the flight was delayed in bahrain for 2 hours because of the technical snag (and with no air conditioning). After we reached london airport, we were boarded on flight number aa 105 as our scheduled flight aa 115 had already left.

We were astonished to note that on our arrival at jfk none of our three baggages had reached. We were promised that within 24 hours all three baggages will be delivered to us at the following address:
480, main street,
Willows motel, williamstown,
Ma.
Zip: 01267

When we pointed out that we had a small handbag and all the belongings are in the bags and we don’t have even the primary clothes and the required toiletry and the kids life saving drugs which are required due to the change of weather and otherwise also for daily requirement. We were sanctioned $ 200.00 for the first day and $ 100.00 the next day, for the clothes and toiletry. Please find enclosed the receipts of the purchases.

I had planned the trip soon after getting my visa for usa to setup a new motel venture in williamstown, ma and was supposed to attend a very important meeting on 1st september with other six senior executives and could not go for the same in the track suit and without the important documents, which were in the luggage.

On contacting mr. Bob miller (senior supervisor) on 1st september at around 12.20 pm and explaining him the whole scenario of missing the meeting and the inconvenience and harassment to my son who suffered in this undue delay in the absence of his necessary required clothes and medicines. The whole trip has gone to waste and we will have to back again after getting the necessary appiontments.

Appreciating the circumstances, mr. Bob has agreed to give one ticket for me as well as for my son ignoring the fact that how can a infant travel without his mother.

I had to pay for the motel bill for the reserved period of 15 days (31st august to 14th september) to willows motel @ $ 2496.49 apart from unnecessary spending on clothes, toiletry apart from undergoing the mental stress and the wasteage of time on this trip.

After waiting for more than 48 hours, we have received only one bag. And another bag after waiting for another 24 hours. We are still waiting for the third bag to arrive tomorrow.

We hope that the reputation of the airlines, you will not compell us to make complaint to the apprpriate forum, to the press and resort to litigation, the cost of which, you will be responsible for.

Just recently, I have got the information from your website, that one of the last baggage would not be recieved before 7th sept.
My trip lasts only till 15th sept, and this is nothing but sheer harrasment. I never thought a visit to united states of america thorough its prestigious american airlines would result in such a way.

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mmmmmmmmm
, US
Nov 09, 2013 10:15 am EST

My daughter checked her bags at American Airlines (Detroit) on the morning of 11/9/2013. The American Airlines baggage clerk charged her the standard $25 fee and stated "I work for tips!" Do baggage workers at American Airlines work for tips?

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connie mishoe
Myrtle Beach, US
Oct 20, 2010 9:07 pm EDT

we had luggage delayed for 32 hours. wouldn't have hurt so bad if we had been treated decently by employees of aa. they deal with this so much that any shred of caring disappeared eons ago. so sad, as this seems to be the state of affairs of many big businesses in our world today. there is no quality of service. what? i think the work quality has been removed from webster's dictionary. what happened to the work ethic that i was brought up with? what happens to morals and doing the right thing? it's a very scary thought that we have to put our lives in the care of people who really don't, really don't care.

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12:27 pm EDT

American Airlines received an awful service at the american airlines

On june 1, 2006, we traveled on aa flight 952 with service from guayaquil to miami, then connecting to sfo on flight 770. Upon arrival into the miami airport, we went to the baggage claim area, to claim our luggage for customs. One of our checked bags (aa 39 38 25) was missing. I located an attendant near the carousel and asked about our missing bag. He asked me to describe it, and then said come with me. We walked over to an open public area on the floor. Their was my hard cover suitcase crushed and wide open. He said that it had got hung up on the conveyor belt, and that he found it split wide open. He said that he picked up all the items that he could see, and put them back inside the suitcase. I noted that all three latching mechanisms had been broken apart, and that a couple of items were missing at that time. He directed me to the aa baggage claim area. We had a connecting flight, so time was of the essence. The baggage claim rep. Examined the bag and said that just a moment. She returned a minute later with a large black suitcase for us to transfer all of the belongings into. A moment later, the aa baggage supervisor came up to us and asked what the problem was, (he was a black male, mid 20's, with short hair). He told the clerk helping us to take the suitcase she had brought out for us to use back. I said look at our bag, it no longer fastens in anyway. He said, "that's not my problem". I said we had a connecting flight, and needed a way to secure our belongings. He said, "you need to contact the baggage claim area at your final destination to file a claim". I asked about our missing items, he repeated that we needed to file a claim at our final destination, and walked away. The clerk offered a roll of saran wrap for us to use, and said that she would enter some date into the computer system for us. My wife and I rolled our crushed suitcase with the saran warp on the floor in front of the baggage claim area, then rechecked the bag for our flight to sfo. Upon arrival into sfo, we contacted the baggage claim rep. He noted the damage, and told us to empty the bag so that he could send it out for repair / replacement. He did not offer a temporary bag for us to use, so we will have to go back to the airport in a few days for the repair.

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1:09 pm EDT

American Airlines liars and they dont care

Wife and I were on aa flight 2457 from dfw to lax; it was delayed for hours and may have been ultimately cancelled due to mechanical problems. Upon discussion with aa agents, it was determined that they could not get us to mry (our ultimate destination) that day, but could get us to sjc. Before

Leaving for sjc, I asked 2 agents at aa whether aa would reimburse the car rental charge I would have since I was

Going to have to drive from sjc to mry. I was told by both agents that the airline would reimburse since it was a

Mechanical problem and they could not get us to mry. They

Informed me where to file the reimbursement. I sent in

Appropriate documentation of the approx $130 car rental

Charge, and exchanged 3 emails stating my argument with aa customer service

Reegarding such. The airlines refuses to refund claiming

They have no such policy. They offered 10k advantage miles

For the overall hassle of the rebooking along with other

Problems they caused during the trip, but miles are not

Cash. Two different employees lied to me or were unaware of

The policies.

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11:50 am EDT
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American Airlines continental connections

Del palmar here, sitting at my timeshare in mazatlan complaining about these continental connections that the airlines force us to take. Don't you see that the continental connections are just a fraud and scam to take our money and time?
I just flew down to my timeshare last week, and boy let me tell you. These airline companies really have us by the you know whats. You mean to tell me I can't get from ny to my timeshare in mexico direct? I can only take a continental connection through some hub airport.
This is 2010 and by now you should think that the airlines would be better serving their customers. I've been coming to my timeshare for about 15 years, and each year the direct flights are fewer and fewer. Now, good luck getting to the timeshare direct.
So marie and I had our continental connection in houston, exchanged our money and paid an awful commission. There's a good business to be in. Just exchange, buy and resell money for large commissions and exchange fees at the airports. Anywhere there's tourists, set up a little kiosk and start to exchange, buy and resell money for large commissions and exchange fees.
I think it's cheaper to exchange, buy and resell money for your vacation in the usa.in mexico, the large commissions and exchange fees are even larger. So we do it before going to the timeshare.
The flights to the timeshare was reasonable. Crap food, and eddie murphy in a fat-suit movie. But marie let me have the window seat and one of her green pills. I only looked up from the view to order a gin and tonic, which I know from past experiences, goes really well with her green pills.
By the time we got to the airport in mazatlan, I was ready to get in a cab and head for my favorite taco stand on the way to the timeshare, but I pressed the red button. For anyone who hasn't been to mexico before, customs has a different system than ours (anyone with a tan).in mexico, you press a button and if the light goes red then you go off to get searched; green and you can proceed. Marie pressed green, but they searched her too.
Of course they didn't find anything because there wasn't anything to find. You can get anything you want in mexico anyway. What would anyone really be smuggling into mexico?
I'd love to see about one of those timeshare jet companies for my continental flights without connections. That would be a worthy investment to get to the timeshare in mexico more often. The grandkids would love that, boy let me tell you. See all their inheritance go to that one purchase. Just think of the look on their faces.
Sorry kids, i'm you wanted to go to college or something, but you know how grandpa hates a connecting flight.

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Update by DelPalmar
May 29, 2010 4:54 pm EDT

Continental Connections are Death of Airlines

Continental Connection within North America are an inconvenience for travelers. Why is it impossible to get a direct flight in North America? Continental connections are the reason and this is my complaint.

Continental connections for North America are such an inconvenience for the traveler that they’re frustration extends beyond complaints to a love to hate relationship with flying. The airlines force its clients to make connections on continental flights just because the airline’s best interest is in protecting their bottom-line, instead of offering convenience to the average business flyer.

The airline industry is operating on a dinosaur business model that hasn’t adapted since the 80’s. The airlines pack passengers into some of the largest planes on the market and fly to the airline’s hub forcing the passenger to make a continental connection. A hub is an airport where a specific airline sends all of its flights and passengers must change planes to get to their destination. The airline then offers few direct flights unless you happen to be traveling to that hub’s city.

The arrival of timeshares or timesharing in flight plans came with the introduction of continental connections. Timeshares when referring to airports and flight times has to do with finding a time for a once-delayed flight to take off. Having already missed its narrow window of opportunity to depart for whatever reason, the airline must find a new time for the plane to depart. Often an airline is affiliated with an alliance of airlines, and the alliance will find an upcoming departure of one of its flights and arrange with the airport tower to timeshare the departure time with the two flights. The tower doesn’t complain about the timeshare agreement because it earns the airport a commission from the transfer of the missed departure time to the timeshared departure time.

The timesharing agreement is done to avoid having to pay the airport to assign a new departure time for the flight, a costly expense with time at a premium at continental airports. While there have been no reported aviation accidents due to timeshare flight plans, the danger of something happening exists because the two timeshared flights take off so closely together. The passengers rarely, if ever know about the timeshare agreement for the flight plans. At the risk of sounding ominous, a crash is almost inevitable if the airlines maintain the practice of timeshare departure times from delayed continental connections. Without continental connections on flights within North America, the instances for delayed flights will decrease and the timeshare agreements for flight times would in follow the same pattern. My complaints to the airlines would also stop if continental connections ceased to exist.

Larger planes have a lower cost-per-passenger for the airline when the flight is fully booked, and the airline must sell each seat for the flight to be profitable. The margin is for profit is extremely tight when the airline uses the massive Airbus and Boeing super jets that sending a flight with less than 80% occupancy is a loss for the airline.

It was the 1980s when the airlines began to streamline operations and adopted the practice of continental connections through hub airports. The death of direct flights in continental North America and the appearance of connections gave birth to my complaints, like a phoenix rising rising up from the flames.

Continental connections in North America shouldn’t have to be the norm. One only has to look to Europe and see how the continent’s many airlines operate. Few airlines in Europe operate on the hub system and continental connections, giving passengers more direct flight options and fewer continental connections. Probably no complaints from Europe’s frequent flyers, especially the business traveler with multiple flights weekly and few if any continental connections.

Update by DelPalmar
May 31, 2010 2:55 pm EDT

Have you ever wondered why airlines make you travel through a hub airline and make a Continental connection? Why are there no direct flights within North America?

It all started in the 1980s as airlines began to streamline their operations and flights. Some 'genius' at the airlines came up with the idea to reduce Continental direct flights and only offer Continental connections, making travelers fly through hub airlines.

Did they care about the needs of the travelers who are left without options? It's doubtful that they did anything more than just ignore our complaints.

I have a timeshare in Mexico, and although a lot of people on here have timeshares with lots of complaints, I have no complaints about my timeshare vacation club. I guess we got lucky with our timeshare.
Marie and I go down to our timeshare in Mexico twice a year for a month at a time, traveling from upstate New York. Our closest airport is Buffalo but we sometimes choose Toronto because it's bigger and often cheaper to fly to our timeshare in Mazatlan.

Each time we fly, we are forced to fl into a hub airport and change planes. We fly down to Mexico a couple times a year to our timeshare and you have to plan a day just for traveling! Other people in our timeshare complain about the same thing. We all seem to travel a lot for our age, and experience the same issues.

Is it impossible to have a direct flight from one major city to another in this continent? Connections are the norm and most people are used to this. I remember the golden age of aviation, when you could smoke on a plane. And most of the flights were direct flights and few Continental connections. It was before the time of mega-airports and traveling was less stressful.

I understand the airline industry is taking a hit with the economy, and what will that spell for the average flier? Well, mergers are expected and routes will decrease.
More Continental connections as the airlines will fall back on the only business model they know of. Which isn't really the only business model.

Look at Europe's airlines. Between the lot of them, most cities have a direct flight .. No Continental connections in Europe. Maybe Marie and I should get a timeshare in Europe and take one of those fancy trans-atlantic flights with the fully-reclining seats for two.

That's not a half-bad idea. Are there any reputable timeshares in Europe?

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American Airlines awful customer service

I had a flight on american airlines going through miami to dallas and aa failed to look at the time between these flights, because of the time for customs and security there was no way for me to make my flight. The counter person told me it was my fault for not checking all the way to seattle. Which I did not know about. I made it from miami on a flight that landed at 9:05 to connect with a flight that left at 9:00. The counter person told me that sometimes the flights are delayed and I might make it. Well I arrived at the gate at 8:53 and the plane had already pulled away from the gate. Aa new my plane made it to dallas at 8:40 and that I was on the flight. Aa decided to send the flight out early anyway. Because of aa I had to spend the night in dfw. The service manager would not even offer to put me up in a room for the night.

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AirlineCustomerCareManager
New York, US
Feb 11, 2010 10:13 pm EST

They should have rebooked you and paid for a hotel... assuming everything was on one ticket. But if you purchased separate tickets for each flight, then you are on your own and they are not responsible - regardless if the flights are on the same airline.

If you purchased ONE ticket with all the flights, then you will need to contact AA and demand compensation for a missed flight and all the expenses you incurred while you were overnighting in Dallas.

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American Airlines - unaccompanied minor policy/ children left alone!

January 3rd. My children, daughters (16 and 12 years old) were left at the gate of their flight by the american airline escort! The children are supposed to be with "an escort" at all times, until they are transferred to a stewardess on thier flight to assist them in boarding the plane. The left sand diego and arrived at dallas for a 1- 1/2 hour layover...

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American Airlines american airlines nightmare

Dear mr. Tom del valle and mr. Sean bentel,

As a frequent business traveler, I often fly with aa and regularly report back to my company with positive reviews. However, after my last flight experience on 11/1, I can confidently say that i'll never fly aa again.

After our plane sat on the dfw runway for 30 minutes after our arrival, my spouse and I missed our connecting plane home to miami. We were among at least 5 passengers who also missed the same flight, leaving us stranded in dallas overnight. While we realize that these things happen, our real disappointment came with the horrendous aa customer service at dfw. One employee, supervisor carlos reyes, was too busy watching a sports game at the nearby bar to assist us, while the other, an agent named don, offered no solutions for hotel accommodations or finding our bags. Our requests for an upgrade on the next flight were flatly denied, despite the fact that we were forced to spend $200 on a hotel unexpectedly.

I should stress that there were no weather delays. The plane landed at dwf nearly on time, but passengers were allowed to leave their seats until after 7 pm. That evening. By the time my spouse and I exited the plane, our connecting flight had already left. The aa staff was useless during this entire experience.

I'm writing you in hopes that your customer service team will follow through and reimburse us for our hotel and terrible experience overall. Until then, i'll be flying southwest and blogging about it.

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potsy1
Houston, US
Dec 02, 2009 12:59 am EST

I hope they give you your money back!

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American Airlines handicap scooter

I had a flight from dallas to tulsa recently. I use a handicap scooter that always gets checked in the bottom of the plane. When we boarded in dallas I was impressed with the attention to detail that one employee displayed. He was kind enough to bring me the key to my scooter after I was already in my seat on the plane.

When my wife and I disembarked I was taken to the top of the concourse in a wheelchair. When my wife and infant son arrived, with my scooter in tow, the man we sat next to on the plane approached.

"is your scooter alright?" he has a bewildered look on his face.

"it seems to be. Why do you ask?" after a ong day of travel I was ready to get out of the airport.

"well, I saw two american employees throw your scooter about thirty feet as I wasa boarding the plane. They did not load it. They threw it.

The following day I sent american an e-mail explaining what happened and my desire to have the equipment evaluated. Upon learning, a couple of weeks later, that the scooter needs a new engine, american says that they will not reimburse me for the damages. Even though I reported the incident within twenty-four hours, they say that I waited too long to have it evaluated. Never mind the fact that the company that services my scooter was unable to attend to it until yesterday.

American has become greyhound of the sky. Zero consistency. No care or concern for their passengers, you know, the people who pay the bills. I have taken two flights this summer and both times american damaged my scooter. I think that the time has come, no matter how inconvenient, to stop using this airline. Enough is enough!

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John Giles
, US
Sep 09, 2009 11:05 pm EDT

My wife and infant daughter just flew out of Dallas to Denver... the ###ic TSA personal who checked her bags left the caps partially off of her personals in her carry on as well as the zippered bag... what a mess!

also... we stowed our quite expensive graco car seat under the plane which arrived with huge chunks taken out of the handle somehow...

They keep raising fees and limiting flights and lowering standards. I have never seen such ###ic disenchanted security enforcement officers... I could have charged the baggage area with an ak47 because some federally subsidized law enforcement professional was too busy sitting on the search table texting and listening to music with her earphones...

American Airlines is indeed the greyhound of the skies.

Frontier seems light years better in many ways.

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American Airlines stolen iten from my bag

I traveled from brasil last thursday night and arrived in ny last friday morning by american airlines in a fly number
950 sao paulo guarulh thu 27aug 9:20 pm new york jfk 6:10 am. I brought 9 bags, for what I payed 300 dolares extra because I had 3 m ore bags than I should travel with. Some of my bags were pretty new, I just bought it in sao paulo the day before my fly. I locked all my bags and checked it in sao paulo to ny. When I arrived in ny I found 8 bags, one of my bag was missing, it took to me one hour till I found it. The 9th bag was wrapped in transparent plastic. I was very sick with cold and tired, I got my 2 kids, my 9 bags and went out ot the aeroport without to understand why one of my bags was wrapped in plastic bag if I didnt do it. When I got home, I saw that my 9th bags was violated, the zipper was broke, the lock was gone and some personal itens was gone too. I had no idea what to do, I called to the following in ny: [protected] [protected] and for my surprise all the number asked me to let my name, my phone number and explain my question. Is it not estupid or what? Some employe at the american airlines at the check in opened my bag, stole things and I have to leave a message explaing it? Why there is not someone there to care about it? I payed the ticket, I payed for my bags and this is what I got? After to make my check in, the american airlines must be responsable for all my bags, if they have roubbers working with them, they must know it and fire that person, but they dont care. While it keep going, we have no choices and still will be roubbed without to be able of to complain because the airlines companies just dont care...
At the photo you can see my 9 bags and the blue one wrapped in plastic and then you can see the blu bag with the broke zipper. When I got home and saw it I was really mad. Roubbers, ladroes, criminosos, jail for this people...

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Gustavo Almeida
Greenwich, US
Oct 18, 2012 2:02 pm EDT

Hey, I was in that same flight AA 950 from Sao Paulo Brazil to New York JFK. I also had somethings from my bags stolen. I had 2 jackets stolen, one was a puma black ferrari jacket, the other one was a italia blue jacket. 2 yankees caps, A&Fitch cologne. This is insane never had nothing stolen from my bags. I think they should deff do something about this. Had just called them and they passed me the [protected] number. So I guess I can only call 7 in the morning to get in reach with someone. But I don't think they going to do nothing about it. Hope they do something because these are my personal things and they were brand new.

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Fed Up With Stupid Complaints
, CH
Sep 03, 2009 4:51 am EDT

This is a tough one! While the airlines are of course responsible, and you paid extra for the extra bags, it is most likely the thieving ground staff at the airports. This is rampant at many airports, especially lately at Rome airport where they say 1 in 10 bags gets stolen or broken into. That said, it could also have been that your bag was over packed, broke, and the ground staff wrapped what was left up. I had this happen on a flight a few months ago where my bag's zipper broke, and the airline in question 5BA) wrapped the bag. Luckily for me, nothing was missing.

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American Airlines stolen jewelry

I was presented with a string of pearls, I guess they were real! I had worked for the company 23 years, and one of the members presented me with the pearls as a gift for my service in the organization. I just arrived home from the airport and they were missing from the box. So, thank you american airlines for you and the service of your wonderful baggage handlers. I do not have much and apparently not meant too. I do hope that individual that ends up receiving those lovely beads enjoys them and wears them in good health! God bless american airlines and the thief that stole my gift.

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emma
Clarksville, US
Dec 15, 2009 1:52 pm EST

Maybe you should have packed them in your hand luggage. Who puts vaulable jewelry in their checked on bags? That's just stupid.

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American Airlines overcharged

In january 2007 I bought 4 tickets to travel to my son's wedding. I paid $1709 in total to american airlines. I needed to book one more seat a week later, so I went to their website and found that the price for the seats I bought dropped 30%. I called the airline to arrange some kind of refund. But no, they said I needed to cancel the tickets, and buy them once again.

That would be fine, but with all the ticket cancellation fees and penalties I would not win much. Plus they would not give me my money but issue me a voucher that I could use for future orders! But wait, I also needed to pay $90 for the voucher to be issued to me!

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American Airlines expired miles without notification

Prior to the buyout/takeover of twa, I had flown nearly 1, 000, 000 miles... The aa took over and everything went out the window.in september of 2008, my sales promotion department at keller crescent advertising in evansville, indiana was dissolved due to financial issues. I had to move back to saint louis, missouri to make ends meat (http://www.phrases.org.uk/bulletin_board/24/messages/779.html).

After I moved back to saint louis, my aa statements did not get to me in time (according to american airlines) and they expired my miles without notification to me. I had planned to use the miles to travel for a possible job opportunity, but the nice people at american airlines have told me that I am basically sol, unless I play some sort of challenge game. To me it sounds like this airline (that i've been loyal too in it's previous form for many, many years) is making a mockery of my situation and being entirely unreasonable in their requests to get my mileage reinstated.

Loyalty goes both ways.

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Jun 18, 2009 1:24 pm EDT

I just can't believe these AMERICAN AIRLINES' nouveau execs can just "expire" thousands of miles without notification...these kids in American Airlines marketing better wake up before they go the way of GM, Chrysler, BofA, blah, blah, blah, cause the writing's on the wall.

Yup, didn't get my statements cause i moved back to saint louis and when i talked to them they said, oops, sorry, but you're just SOL. that's after i flew 1, 000, 000 miles on TWA, the airline they absorbed.

I'll NEVER fly American Airlines again. They don't give a crap about the peeps that have kept them flying for all these years and they'll screw you whenever they can! It's ###.

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American Airlines frequent flyer miles

After many years of loyalty to american airlines, they unceremoniously deleted my entire savings of frequent flyer miles with no forewarning. One day I had 75, 000 miles, the next day american said they expired because of lack of activity. Other airlines give multiple warnings to you before the miles expire. Not american, they just delete the miles without letting you know. I could have done something simple like spend 1000 miles on a magazine subscription if I had been forewarned. There goes 2 tickets to europe. I will never fly them again.

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DissedTraveler
, US
Feb 09, 2016 6:05 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Look at AA new FF program 120 Segments or 100, 000 miles for top tier status. As a business traveler who routinely flies short to medium flights 500 - 700 miles per leg and routinely books direct flights which typically cost considerably more then a multi segment flight to the same destination it is physically IMPOSSIBLE to ever attain the status even if you fly all 52 WEEKS of any given year! This is crazy how can any carrier NOT want to keep a paying customer who flys this frequently. I have flown 47, 47, and 45 weeks out of 52 in the last three years 99% of the travel was direct and AA's answer to the my top tier status question was book multi segment flights or pay for a status uprgade. What? I'm a business traveler and my time is important in terms of getting in front of customers so I pay a premium for the direct flight as opposed to a multi-segment flight and I am consstently shut out of the top tier status. NEWS FLASH AA and other Carriers when you force your FF program actually penalizes a segment of your customer base that uses your service at a higher cost then most other it may be time to reevaluate your business moel.
Remember if I want to go from point A to Point B direct and I pay more then going by way of China and you reward those flyers who do there is an inheriient flew in your program.

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Shanghainick
, US
Aug 14, 2015 4:03 pm EDT
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When American Airlines got my 177, 000 frequent flier miles from U.S. Airlines in their takeover merger, I thought they would contact me about their program and my miles. But today, in an e-mail to me, they said that my 177, 000 miles had been deleted as of 10 days ago. They wanted $600 to give them back to me! What a scam! They get my miles, don't advise me what their program is, arbitrarily set a deletion date, then contact me AFTER they have confiscated the miles.
I got them down to $200, which is a lot, but my miles are worth a lot more.
I am thinking that they are trying to use this merger as an opportunity to eliminate as many U.S. Air frequent miles as possible by scamming all of us with arbitrary deletion dates. And if we want our miles back, they rob us!
I will use my miles and that will be the end of traveling with them. The FAA should investigate what they are doing!

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Ex BA flyer
, CO
Sep 21, 2011 1:53 am EDT

Even worse, BA, British AirWaste, I have 600, 000 and they are useless because
the ripp of BA, they charge as much and even more as coach class ticket as a co-pay, yes there is no way around these fees.
Their advertizing is deceitful, promesinf this and that and when you ask the "free ticket" with miles the milking starts.
These are not taxes, security fees etc, but BA invebted fees,

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Henry Galea
San Jose, US
Sep 14, 2011 7:38 am EDT

Why is it that America Airlines never has the award you need when using miles, but has all kinds of flights going and coming to and from the destination you want if you buy a ticket?

Another thing, if you are looking for the basic "anywhere in the domestic US" 25, 000 miles return ticket, good luck but again if you spend 50, 000 miles, you can get to anywhere in the country.

It seems that AA may be cheating the public with their FF program.

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American Airlines disgraceful behaviour

With displeasure and annoyance we have to inform our friends and sponsors of a damage to the view e.V. (the view society) caused by american airlines.

Until today american airlines did not bother to send an apology for their disgraceful behaviour, or even refund the outstanding amount of 226 usd, which had to be paid from donation money of the view society.

Please consider the unbelievable behaving of americanairlines when you book your next flight. Next time it might be you to suffer from the ignorance and sloppy work of american airlines.

The explaining letter to american airlines has been attached on our website at: http://www.view-ev.de/aa.html

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American Airlines stolen jewelry from luggage

On august 21, 2008, I arrived 3 hrs early for my flight from birmingham to phoenix. While packing I placed two boxes of jewelry in the center of my case, wrapped in clothing {note that this jewelry made it to birmingham from phoenix safely 3 days earlier}. I was lucky enough to catch an earlier flight, but my luggage would have to wait. I arrived in phoenix, waited for my luggage to arrive, picked it up and went home. The next morning, while unpacking I noticed both boxes were gone. Unfortunately, one of the boxes was full of heirloom and very expensive jewelry. I contacted my brother, who previously worked for the airline, and he stated when your luggage goes through tsa, they can see exactly whats in your bag. If they see anything good, they alert the baggage handlers in back, who by the way, have no cameras in their area. That is where all the theft occurs. Obviously, they had motive and more than enough time. Much to my suprise, american airlines sub-contracts their baggage handling to a company called "jet stream" located in birmingham, so it's not even aa employees. I did file a complaint with the birmingham police, but i'm sure I am not a top priority with them. I have continued to search for my jewelry on-line, I have sent flyers with descriptions & pictures of my jewelry to pawn shops in birmingham and until thanksgiving, no such luck. I was able to find one ring, my late fathers, on an ebay web site. I called the police on thanksgiving, never heard anything back for days and finally I called the police again on 12/3. I called them again today and was told they needed to fax something to ebay, and that he would do it asap, but the item still remains up for sale.

Beware, nothing is safe. American airlines says that in their ticket cover they state they are not responsible for items such as jewelry in your luggage, so i've got nothing. Not to mention, my homeowners only covers $1500 and the claim was over $20, 000. Adding insult to injury, both my flights to and from birmingham were delayed hours.

I am never flying aa again, and neither should you.

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common sense
, US
Apr 26, 2009 5:19 am EDT

So you gambled once with your jewelry and won... once. Sometimes you lose when you gamble. Everyone has been told, time and time again to not pack VALUABLE ITEMS and/or medications in checked baggage.
While it's not right that your items were stolen, take some responsibility for your own actions!

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mariana
santa barbara, US
Dec 17, 2008 12:14 pm EST

I'm sorry you lost your luggage - big mistake putting jewelry inside your suitcase. Cameras, anything of value at all should be carried.

I have had many things stolen from my suitcases, including expensive boots and articles of clothing - I have pictures of everything. Since I only travel twice a year to and from my destination, I send my clothing by UPS ahead. I have to fly American as I like the connection and try to get a quick layover in Dallas.

I wish I knew where to file a valid complaint and would like to post a picture of the pink jacket that was ripped off. Maybe I'll check ebay. I would be very upset if I saw my jewelry on ebay - they should have some kind of security on ebay for stolen items.
good luck.

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ala
newcomb, US
Dec 05, 2008 8:18 pm EST

dealmax is taking money out of my bank account every month i wish they would stop it

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American Airlines bad service

Please help me understand how a simple weekend trip for a security conference in vegas could be ruined by the mediocrity of your standard service. Let me preface the following with the fact that the last time I took american your airlines had left me stranded in chicago for 3 days, and wouldn't let me take a flight to san fran instead, which I was scheduled to take the monday after I returned from chicago.

I had booked a flight to las vegas back in april that was scheduled to leave lga on 8/7/2008 (#785 @ 6:25pm with a dallas layover for flight #355). Well as usual, I arrived at the airport at 4:30 only to find out the flight was delayed until 7:30.

Upon finally boarding the plane, the pilot began to inform us of inclement weather (which there was none) and we would be taking off shortly... "shortly" however turned into 3 trips around the airport and the pilot reporting numerous times that we are in queue for takeoff then back again to circling the airport. The last count I believe was 3 times we were in queue. Taking off after 2 1/2 hours of ground time.

As we are in the air, I know there is no way I am making my connection, so i'm fully prepared for more american issues. As we are approaching dfw, the pilot announces the gates for the connections. I ask the flight attendant if the vegas flight will still be there. He responds by saying "oh yeh thats gate d26 you'll make it, the oklahoma city folks probably wont".

Once we land at your hub, now we are circling for 15 minutes, because "ground crew" was unavailable. Finally we're off the plane. I ask the desk agent about the vegas flight and she informs me that yes they are still here and you should be able to make it. So now onto my 20 minute walk to the other gate.

I get to the gate and they are just closing the doors... I immediately ask the agent why did they close the doors.. Only to be told they gave away my seat... Now i'm usually a calm individual but this was ridiculous... American kept me hostage for 2 1/2 hours on the tarmac, and then gives away my seat on the connection? I had a conference that started the next morning and now thanks to american I wasn't making it. She had also said we told them not to send you over here.

So I ask the agent about the next flight, and who would cover my room, since I had already spent 300 on a room in vegas. She said that I am because it was an air traffic control issue (all my buddies that flew delta got out...) then she tells me the earliest she can get me out is 2pm the next day.. However when she saw it was a first class seat, she said she would be able to confirm me on the 10:30 flight, and she printed a room voucher for me. She also showed me the room voucher pointing to it, so the irate customer next to me wouldn't say anything because he was requesting a room as well.

Fine... Already I am going to miss the start of my conference... I wake up the next morning to head to the airport. The flight was supposed to go out of a11 at dfw (flight# 1811) at 10:30. I had some breakfast, smoked a cigarette go through security and get to the gate at 10:05. No sign on the board... Hmm... Ask the agent and he said it was moved to gate d26. So now I have to go through the entire airport again. Have to recheck in because of change of equipment, only to find out the plane is delayed until 11:30. When I finally get into vegas it is almost 3pst, and I had lost an entire day of the conference, and 300 for the room...

My flight back was equally as bad... Arrived at airport at 6:00 for a 7:25 flight... Flight was delayed until 8:15. Once we boarded at 7:30, we just sat... No informational announcements... Just sat and sat and sat.. Again 2 1/2 hours on the tarmac at the gate. To top it off the staff on this flight was just as bad.. While I was passed out the flight attendant walked into my shoulder while she was passing out food. Then I woke up and she says. "oh do you want to eat too". Thats the worst first class service I have ever had...

Then it takes almost 90 minutes to get my luggage at jfk... So all in all I got on the plane at 7:25pst and didn't get out of the airport until 6:45est for what should of only been a 4 1/2 hour flight.

I'm not looking for an apology... Just want a simple explanation on why you feel you can provide such horrible service. You are not the only airlines. I have cancelled my citi advantage mastercard today, and will be transferring my miles as well.. Good riddance american.

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