American Airlines Customer Service Issues

I am writing to express my disappointment with American Airlines. My wife, Stacey S., and I, Chris B., had a few issues during our recent flight from Pensacola to Monterey that I would like to address. 1. I had to upgrade my seat to sit with my wife since seats were not assigned due to booking the cheapest flight, which required additional payment. 2. The flight was delayed arriving in Monterey, causing us to arrive late in Dallas for our return flight to Pensacola. This delay resulted in my wife missing work and incurring a $[redacted] loss. 3. We were provided meal tickets, but the hotel did not have dinner available, and we had to spend additional money at the restaurant. 4. The shuttle to the Windgate hotel was overcrowded, and our room had maintenance issues, making our stay unpleasant. I simply wanted to share my experience and the inconveniences we faced during this trip. I will consider my options carefully before choosing to fly with American Airlines in the future.

I attempted to buy a ticket on Sunday and encountered multiple errors during the credit card transaction process on your website. Subsequently, I noticed four charges on my card today. Upon contacting customer service, I managed to cancel three transactions but was denied a free upgrade to a seat in aisle 8. I had been attempting to upgrade my seat for $27 on all my online transactions. Despite canceling the unintended purchases, I was unable to secure a window seat for free. The staff requested a written complaint, which I found unreasonable. The same response was received when contacting the customer service number. I find it confusing that I couldn't get the $27 upgrade after the seat was available during my initial ticket purchase.

During our trip to Sarasota with a layover in Charlotte, I had a carry-on bag containing my computer and essential transplant medication that I require daily. Despite explaining the situation to the flight attendant before boarding, I was told there was no room for my bag and it had to be checked. The rush to get everyone on the plane seemed to supersede my concerns. Upon arrival in Sarasota, our baggage was missing, including all my belongings, medication, and computer. This was a poignant trip to bid a final farewell to my Mother-in-law by scattering her ashes in the Gulf. The lost luggage made it challenging for me with my 10" leg device, leading to a frantic search for specific clothing and essential medication, disrupting our time with family. The lack of communication or follow-up is disheartening.

On April 16, the airline changed our flight to 7:55 am while we were on a cruise. We were unaware of the change until we printed our boarding passes. After waiting on hold for 2 hours, we were able to book a new flight with the airline. We initially had this flight booked since December of [redacted]. The airline initially rescheduled us for a 2:25 pm flight which was later changed to 6 pm. Despite encountering unhelpful and rude staff, we eventually boarded a flight at 5 pm. Our journey was from Fort Lauderdale to Erie, PA, and we were meant to arrive home at 6:30 pm but instead arrived at 12:30 am. We believe a refund or a complimentary trip is owed for the inconvenience. Kind regards, Elaine G. at [redacted] Plum Street, Erie, PA, [redacted].

My spouse and I traveled to New Orleans on April 12th on an American Airlines flight booked two months prior. Our return flight to Miami on Sunday the 14th was rescheduled from 10:15 am to 5:15 am. Despite our preference for a later flight, alternative options were limited, requiring a stopover in Charlotte and a late arrival in Miami. Reluctantly, we accepted the early morning flight. On the day of departure, we left our Airbnb at 3:00 am only to discover that the flight had been delayed until 10:15 am. Unable to re-enter our accommodation, we incurred additional costs for one night's stay and two Uber rides. The inconsistent flight schedule and lack of sufficient cabin space for carry-on luggage further exacerbated the situation, resulting in a lengthy wait for baggage upon arrival in Miami. The series of disruptions has left me deeply frustrated. I am requesting reimbursement for the lost Airbnb night and extra Uber expenses incurred due to these unforeseen circumstances.

During our recent trip from Los Angeles to Milan via London, my wife and I faced several issues. Despite requesting Kosher meals, my wife did not receive one on the ten-hour flight, resulting in her having minimal food options. The only available meal was an economy dish close to expiration, with dried out chicken as the best part. The steward offered us [redacted] compensation points for the inconvenience. Although we had checked in four bags in LA with priority tags, only one bag arrived in Milan. We had to go to the lost and found, enduring a long wait with only one agent available. After nearly two hours, we finally reported the three missing bags. Despite having ample time during our layover in London, where our luggage was supposed to be loaded onto our next flight, our bags arrived late on a different flight. As a result, after traveling for over eighteen hours, we were delayed for an additional three hours upon arrival in Milan. -Aryeh and Tova Hinda Siegel

Record Locator QURNQK. I made this reservation in January for a trip from April 13th to April 22nd to Greensboro for the World Irish Dance Championships with my daughter and an infant. Unfortunately, our connecting flight in Charlotte was canceled, leading us to rent a car for $[redacted] to make it to the event on time. Additionally, our return flight on April 22nd was also canceled last minute, resulting in a $[redacted] taxi ride from Raleigh to LGA to catch a connecting flight. There was confusion about my permanent resident number not being entered correctly, causing further delays and stress. As a frequent American Airlines traveler for 40 years, this experience was particularly disappointing. Thank you for addressing these issues.

My husband was all set to return today from Mexico City to Charlotte, NC on a round trip ticket, booked for 4/25/[redacted]. He's usually a trouble-free Advantage member with American Airlines. Despite reaching Benito Juarez airport punctually, he was surprised to find out boarding had closed. I am deeply disappointed in this situation. If he has a confirmed seat on this flight, why wasn't he permitted to board? This unexpected turn of events is truly upsetting as we have always been loyal to American Airlines, and such an occurrence has never transpired before. I've tried reaching customer service, but the wait time is excessively long. It's frustrating that my husband will now miss his flight back home for which we've already purchased a ticket. We could understand if this were a last-minute, one-way, or standby reservation, but this is part of a round trip that we arranged. Managing multiple children and explaining why he won't be home on time is indeed challenging. We seek a prompt explanation and resolution regarding this issue.

Oscar (ZEBLBW) and Patricia (ZWYMPC) Williams had a flight scheduled for 4/17/19 on Flt AA6 from OGG at 6:02pm, arriving at DFW at 6:03am. The booking was made in January [redacted]. Boarding passes were issued on 4/16. However, on 4/17, two hours before checking out of the hotel, they received a robocall rebooking them to a flight departing on 4/18/19 to Dulles Airport, arriving on 4/19. Even after declining the rebooking with no response, they were informed by AA that the flight was booked, so they were rebooked for the 4/18 flight. They are requesting financial compensation from AA for the additional expenses incurred due to the extended stay at Maui Ocean Club ($[redacted].57) and the extra car rental with Avis ($56.10). Although grateful for the successful trip, they do not understand the rebooking from their original planned flight on 4/17, which was not canceled, resulting in the extra expenses in Maui.

Subject: Feedback on recent travel experience To the American Airlines team, I am reaching out to share my recent disappointing experience with your airline's service. My name is Eleanor B., a dedicated 5th-grade teacher for over 15 years. During spring break, I traveled to New York City to visit my sister and her newborn. Despite my efforts to make it back in time for my students' school play, "The Lion King," on Saturday, delays and poor customer service led to me missing it for the first time in my teaching career. My scheduled 10 am flight on a Friday was delayed until 11 am the next day due to overbooking, even though the flight was only half full. Despite my early arrival at 7:30 am and numerous attempts to secure a new flight, the airline attendants were unhelpful and at times rude, leaving me stranded without resolution. The lack of assistance and disregard for my situation during the lengthy wait only added to my frustration. This unfortunate experience has left me disillusioned, and I felt the need to share my feedback in the hopes of improvements to prevent such incidents for other passengers in the future. Sincerely,  Eleanor B.

On April 20, [redacted], we were scheduled to return home with a connecting flight from PUJ to CLT, then EWR. Sadly, upon arrival at the airport, our flight was delayed for 21 hours due to mechanical issues, resulting in an overnight stay at a hotel. The accommodation provided was insufficient for our family of three, with our child even having to sleep on a subpar mattress. After facing challenges in securing a suitable room, we resorted to making a formal complaint to resolve the issue. Despite our efforts, we experienced further delays when our flight was postponed again due to late crew arrival, causing us to miss our connecting flight to EWR upon arrival in CLT. Subsequently, we had to stay in a hotel for another day, missing work and Easter celebrations with our extended family. We incurred additional costs due to two extra days of travel, two additional hotel stays, and various supplementary fees, prompting my request for financial compensation.

Hello! I appreciate the chance to communicate with you. My flight with the record locator BKQZEZ was rescheduled causing me to miss a night at the hotel. I agreed to a new flight departing at 5:08 am today for a professional conference in Scottsdale. Unfortunately, this second flight was also canceled, and the only available options would make me late for the conference. I have been waiting on hold to speak to an agent for over an hour now. It would be helpful if there was an option for a call back rather than waiting endlessly. Additionally, I suggested that booking to a different city should be a consideration in these situations, especially when facing such significant delays. This conference is an annual event and a major investment for me, so I hope to receive some form of compensation for the inconvenience. I fly frequently and would greatly appreciate any vouchers as a gesture of goodwill. Thank you for your attention. Regards, Isaac H.

Hello! I wanted to share my recent experience involving a wheelchair request for a connecting flight due to my bad knee. I had requested assistance from two attendants during check-in and upon learning of the flight delay. Unfortunately, despite seeing many wheelchairs along the way, there were none available at my gate when I arrived. This resulted in a 5-minute delay causing me to miss my flight, while others with no physical limitations were able to make it on time. As a frequent flyer, it was disheartening not to receive the assistance I had requested, especially in a situation where it was needed.

I had a flight scheduled from Austin, TX to Los Angeles last night at 8:09 PM, but the flight kept getting delayed due to bad weather. Surprisingly, I received a voicemail close to 11 PM informing me that the flight was rescheduled for 10:30 AM on Saturday. This sudden change caused me to miss other flight options to get home. American Airlines' lack of communication was frustrating as I only found out about the delay through my app. As an Executive Platinum member, I am disappointed by the poor customer service in handling such situations. Flight AAX928T36 was a huge inconvenience and I hope for better service in the future.

On Saturday, April 27, [redacted], my companions and I traveled on flight [redacted] from ATL to DFW, connecting to flight [redacted] from DFW to BIL. Being responsible travelers, we checked and paid for our luggage - one suitcase each, paying a total of $50. However, upon arriving at the gate, we heard announcements stating that passengers could check their bags for free to their final destination. This was confusing and frustrating as we had just paid for our bags. The same situation occurred during our return flights on May 4, [redacted], on flight [redacted] from BIL to DFW, and flight [redacted] from DFW to ATL. We ended up being out $[redacted] due to this unforeseen policy change, which penalized us for following the rules. It is disappointing to see others benefit from not following the guidelines. If this is indeed the new policy, we will have to reconsider flying with American Airlines in the future.

Hello, I recently traveled to and from NYC LaGuardia from Columbus, Ohio. Our flight on April 25 was fantastic as my grandson experienced his first flight. However, the return flight on April 29 was a different experience. The flight was delayed due to a running toilet, and we had to check our carry-on bags at Valet. Unfortunately, during this process, some of our belongings were damaged, including my grandson's ornament and t-shirt, as well as my clothes due to leaking fluids. Additionally, the stewardess' safety instructions were not audible due to a malfunctioning sound system, which was concerning for my nervous grandson. As a first-time flyer, this was not acceptable. I urge you to address these issues and prioritize passenger safety in the future. Please take my feedback into consideration. Thank you. Janet Morris (Note: I have rewritten your post for clarity and conciseness.)

Hello, I've learned that American Airlines permits strollers up to 20 lbs to be taken to the airplane gate and returned to passengers upon landing. My stroller weighs 20.9 lbs, just 9 oz over the limit. Given that my toddler has anxiety issues, and I will rely on the stroller to navigate a large airport in London during a connecting flight, I am hoping for an exception. This emergency trip was arranged due to a family member's critical condition in Prague, as evidenced by hospital documentation. We are flying on Sunday from Denver to Prague, with a layover in London. I am also curious if a booster seat is required for my child to sit safely during the flight. Thank you, Lenka Stefanova

I bought three tickets to NYC on March 4, departing from Cincinnati Airport at 7:54. Despite arriving early, we faced a long check-in line due to understaffing. The family ahead of me couldn't check their bags and the same happened to us. The customer service response was unsatisfactory, blaming us for not arriving 45 minutes early, despite us being on time. I had to buy a new carry-on bag, while a kind TSA employee stored my luggage. We missed our flight, had to buy new tickets with Southwest, and would like a full refund on our missed flight tickets. Our ticket numbers are: [redacted][redacted], [redacted][redacted], and [redacted][redacted]. We also have the Southwest ticket receipts. Immediate attention to this issue would be greatly appreciated after the stressful start to our supposed vacation.

American Airlines has modified my flight plans. My locator number is WFXDVB. Originally, I intended to depart from Chicago on Saturday, May 11th, connecting in Miami before flying to Trinidad and Tobago. However, American Airlines has rescheduled my flight to depart on Friday, May 10th, requiring an overnight stay in Miami, which is not ideal for me. I prefer to leave Chicago on Saturday, May 11th, connect directly to Trinidad and Tobago, and arrive on the same day, May 11th.

Thomas R. Hiten 29 Eastgate Drive Cheshire, CT [redacted] [redacted] May 9, [redacted] American Airlines RE: Unpleasant Travel Experience Record Locator: CUTPXC Thomas R. Hiten AAdvantage # 659DRE8 Record Locator: MGJAGW Alison Q. Hiten AAdvantage# 2N3XA92 To Whom It May Concern: I am writing to share the difficulties we faced during our recent trip and request compensation. I initially booked a cruise for seven days from LA on December 29, [redacted], along with first-class round trip tickets from Bradley Airport to LAX using [redacted],[redacted] AAdvantage Miles. The return flight had a layover in Chicago. On March 4, I accepted a new return flight, and on April 11, I had to switch to a flight through PHL due to a cancellation. The night before our April 26 flight, staying at an airport hotel, I was informed of another cancellation and re-booked with a connecting flight through Dallas, separating us and causing inconvenience. Allergic to dogs, the presence of one in first class was distressing. After the cruise, rushing to LAX, we were told of a delay and would miss our next flight in Chicago. Re-booked again, this time sitting in coach, the subsequent delay in Chicago added to our frustration. Despite explaining our situation, we faced challenges accessing the Admiral Club in Chicago due to the flight delays. Having been a loyal first-class traveler with American, I am disappointed in the service we received on this trip. I am seeking a refund of AAdvantage miles used for this journey and a one-year pass to the Admiral Club for my wife and me. I await your response regarding the compensation. Sincerely, Thomas R. Hiten