American Airlines Customer Service Issues

Archive 31

The following are issues that customers reported to GetHuman about American Airlines customer service, archive #31. It includes a selection of 20 issue(s) reported September 14, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have $81.60 remaining on my voucher, but I misplaced the email containing the voucher number. American reservations informed me that I need the voucher number to utilize it. The original record locator was BMLGQQ for a canceled flight from ILM to LGA on 3/13/21, resulting in a voucher for future flights. Recently, I used part of the voucher on flights AA [redacted] and AA5439 from ILM to Newark,NJ on Oct 6 and back on Oct 10, with record locator # CPNYAE. Could you kindly resend the voucher to my email promptly for me to apply it to an upcoming flight? I have a pending flight that I intended to use the voucher for next month.
Reported by GetHuman-norfrase on Dienstag, 14. September 2021 17:47
I arrived at the airport an hour before my flight, hoping to check in my bag. Unfortunately, the automated machine in the lobby was displaying an error. After seeking assistance from a gate agent, I was directed to a line for additional help. Despite having 47 minutes left before boarding, the gate agent refused to check in my bag since the cutoff was apparently 50 minutes before boarding. I later found conflicting information from a customer service representative on Twitter stating it was supposed to be 45 minutes per company policy, which I would have met. I believe if the automated machine had worked or if there were more gate agents available, I could have made the check-in time. Now I am on stand-by for a flight that is 6 hours later, causing me to miss a significant family event. I am requesting a refund for this inconvenience.
Reported by GetHuman6608206 on Donnerstag, 16. September 2021 20:41
Dear American Airlines, I encountered issues while attempting to email your customer service team regarding a trip cancellation due to COVID-19. My record locator for the canceled trip was ******, with departure on May 19, [redacted], from LHR to COU via ORD, and return on June 11, [redacted]. I was notified of the cancellation by AA. Given the uncertainty around USA travel regulations amidst the pandemic, I have been unable to reschedule my trip. Regrettably, my purpose for visiting the US has changed, as I can no longer visit a dear friend in Missouri. Consequently, I am not seeking to rebook my flight, especially considering the ongoing COVID restrictions. I am inquiring about the possibility of a refund for the £[redacted].17 GBP I paid in February [redacted]. I have always been a loyal passenger, flying with AA or your partner BA for my annual visits, and I appreciate your prompt attention to this matter. Sincerely, Juliana Taylor
Reported by GetHuman-jjjo on Sonntag, 19. September 2021 14:22
My spouse and I were recently denied boarding for our trip to Punta Cana, DR because of an alleged 6-month passport validity rule. We were traveling from 10/6/21 to 10/13/21, and our passports expired on 10/17/21. Our research on Travel.state.gov and Godominicanrepublic.com indicated that US passports only need to be valid for the duration of the stay, up to 12/31/[redacted]. The confusion arose at the ticketing desk at approximately 3:30 am when we were made aware of this policy and subsequently, our flight was canceled. The conflicting information from WEBTimatic, used by American Airlines, added to the uncertainty. We hold Expedia booking with Confirmation #[redacted][redacted], which is now non-refundable. We seek compensation for the flight $[redacted].88, resort stay $[redacted].28, and shuttle service $44.08. This event was especially distressing as we were attending MY SISTERS WEDDING. Your prompt attention to this situation is appreciated.
Reported by GetHuman-eringene on Donnerstag, 7. Oktober 2021 03:18
Dear Carlo, I'm writing to address your refund request for your American Airlines flight reservation. Upon review, we discovered that the airline has marked your ticket as suspended due to being a no-show passenger. As per American Airlines' policy, refunds and changes are not permitted in such cases. We regret to inform you that your refund request has been denied. Please note that we adhere to the policies set by the vendors, and we lack the authority to bypass or alter these rules. Best regards, Marnie, Customer Support at EXPEDIA USA To Whom It May Concern, I want to clarify that the travel restrictions imposed by the US government on Schengen countries prevented my travel to the USA. As the border remains closed to Schengen countries' residents, I was unable to depart from Europe to the USA due to the Presidential ban. I intend to seek legal advice in the USA to address this matter through legal channels. Regards, Carlo Giglio Contact Cellular Number: [redacted]
Reported by GetHuman-carlogig on Donnerstag, 7. Oktober 2021 18:47
My name is Thomas Pugh, and my AAdvantage Account number is 67JK788. The Record Locator for my flight is IWUJMS, which was booked and confirmed on 8-26-21. I used my Visa Credit Card ending in [redacted] to pay $[redacted].39 for the flight. However, I would like to use my AAdvantage points instead to pay for this flight. The AAdvantage points are valid until 7-12-22, and I hope to have the Visa Card amount refunded. I do not wish to cancel this flight.
Reported by GetHuman6687708 on Freitag, 8. Oktober 2021 16:56
Due to a clerical error on the departures board, I missed a flight and spoke with Adam at Gate B15 at New Orleans airport. Adam stated he could not assist me and refused to provide further help or his last name. When I inquired about additional assistance, he dismissively added my name "to my record" without explaining the reason. I am a first-class customer and find this treatment unacceptable. I am seeking a resolution to this issue.
Reported by GetHuman6691775 on Samstag, 9. Oktober 2021 21:44
My record locator is QFBPEC. I encountered numerous issues during my flight from Heathrow to LAX. The flight was delayed, and I was worried about missing my connection. I requested to move to the front upon landing for extra time. The attendant suggested a wheelchair to expedite the process, but it took 40 minutes to arrive. Frustrated, I walked to a service desk where I was informed I missed my flight. After some back and forth, I was rebooked for the next day with an overnight stay at Heathrow. The following day, I had seating discrepancies and meal issues that were not resolved satisfactorily. The handling of the situation by both AA and BA was disappointing. I expect a credit for the premium seat I paid for and didn't receive, as well as for the original premium seating that I couldn't use on BA. I felt mistreated throughout the ordeal.
Reported by GetHuman6710957 on Freitag, 15. Oktober 2021 16:14
I had a disappointing flight back from Aruba on October 9th with multiple delays and changes between flights. My connecting flight from Charlotte to Tampa was missed due to the delays, resulting in a long wait at the airport without sufficient assistance or information provided by the airline. The lack of announcements and support from American Airlines, along with minimal accommodations during the extended layover, made for a challenging and uncomfortable experience. Despite being given a food voucher, the food court was closed during my wait. I spent a total of 16 hours in airports without proper meals, rest, or support, feeling unsafe and unprepared for the situation. American Airlines should improve communication with customers in similar circumstances to enhance the overall travel experience.
Reported by GetHuman-klewski on Mittwoch, 20. Oktober 2021 15:15
TO: American Airlines Customer Service Subject: Severe Travel Issues Encountered During Emergency Trip Dear American Airlines, I recently traveled urgently with my elderly sick mother, who fell seriously ill in South America. We departed from BOG to DFW, then to CLT and PHF on Friday, 8 October [redacted]. We purchased tickets in the highest class available to ensure proper care for my mother. Throughout the journey, we faced numerous challenges. Despite requesting a wheelchair for my mother's convenience, there were delays, lack of communication, and unhelpful staff. We were unable to board connecting flights, experienced seating issues, and did not receive the assistance we required. This travel experience was exceptionally disappointing and stressful. The lack of communication and assistance from American Airlines made a difficult situation even worse. I insist on a full refund for both tickets purchased using my AAdvantage Aviator Red Mastercard. If this matter is not resolved satisfactorily, I will regrettably have to reconsider using American Airlines for future travel and will share my negative experience with others. Sincerely, Lori M. Willis
Reported by GetHuman-lmeechel on Mittwoch, 20. Oktober 2021 18:47
Due to COVID, our family had to cancel our trip to Aruba in March. We now have credits but are unsure of the amount, how to access them, and their expiration. When we bought the tickets, there were two different bookings. One was for Brooke Bonham with Ticket number ************* using **,*** and **,*** Miles plus $**.**. The other three tickets were purchased with our AA card under the names Chris, Owen, and Ava Bonham with the respective ticket numbers. I want to confirm if Brooke's refund of $** was processed and if her miles were credited. I also need guidance on how to use our credits and help booking a one-way ticket from PHX to DTW on Dec **th flight **** at **:** am. I look forward to your assistance. Thank you, Brooke.
Reported by GetHuman-bmbonham on Freitag, 22. Oktober 2021 12:26
I missed my flight from Miami to Jacksonville, FL due to a delay on my previous flight from Atlanta. After a two-hour wait, I was provided a hotel, food voucher, and a re-booking for the next morning. However, the hotel's shuttle service hours didn't accommodate my late arrival, leading me to have to take a taxi that night and the next morning to reach the airport on time. These taxi rides cost me over $61. As an American Airlines Advantage member, I am requesting reimbursement for these costs, given that the hotel they booked for me had limited shuttle hours which caused this extra expense.
Reported by GetHuman6742585 on Montag, 25. Oktober 2021 17:46
Due to unforeseen circumstances, we agreed to switch flights but encountered a major delay on a rural road due to a car hitting a deer. We were at a standstill for 45 minutes, jeopardizing our chance to make the original flight. We urgently need to confirm the flight change we volunteered for as we may not reach the airport on time for our wedding trip to Tampa. Despite attempts to use the app and make multiple calls, we couldn't get through promptly. After signing up for a callback, we were informed of a long wait time of more than 4 hours, causing added stress as we try to resolve this situation.
Reported by GetHuman-smpknslu on Samstag, 30. Oktober 2021 19:23
My booking reference is KMGHEC. I had a flight from ORD to Charlotte connecting to PBI at 9:19, but it got cancelled. Strangely, my golf bag went to Charlotte without me. I checked and it's still there. I was assured it would be at West Palm when I get there. I'm currently in Chicago, flying out tomorrow, and I need to know if my golf bag will be in West Palm when I land.
Reported by GetHuman-lpollans on Sonntag, 31. Oktober 2021 00:41
One of my employees, Keith M. Capman, born on January 12, [redacted], was denied boarding at SEA due to lack of Covid test results. Puerto Rico mandates pre-travel testing or testing upon arrival. Despite having a test and completed travel declaration, a ticket agent denied him boarding. I managed to rebook him for the same flight today after he missed work as an electrician. I incurred additional expenses due to American Airlines' misinformation and refusal to allow Keith to fly. I aim to recover these costs with legal assistance if necessary. The locator number for the return flight is XJUXKS. I urgently need his flight rescheduled to November 9th. Please reach out to me at [redacted]. American Airlines' delays have caused significant inconvenience, with over 10 hours collectively spent on hold in the last day and currently still waiting since 4:39 am.
Reported by GetHuman-jarlpete on Montag, 1. November 2021 08:39
Upon arriving in Miami on an American Airlines flight from NYC, I encountered a series of flight cancellations and baggage issues that have left me in a difficult situation. After my connecting flight to San Jose, Costa Rica was canceled, I was put on standby for a morning flight, but was then rescheduled for a later one. Despite my efforts, I was unable to board any of the flights and had to book a new one with Copa Airlines to reach my destination. I was assured by American Airlines that I would receive a credit due to the disruptions. However, retrieving my suitcase has proven to be another challenge, as the airline has been unable to locate it for me. I was advised to make a claim upon arrival in San Jose, but there were no American Airlines personnel available. As I am staying in a remote area, I urgently need assistance over the phone to have my bag sent to me with essential items including medication and contacts. Thank you for your attention to this matter.
Reported by GetHuman6769121 on Dienstag, 2. November 2021 16:31
Upon arriving in Miami from NYC on an American Airlines flight on Friday evening, I encountered numerous issues. My connecting flight to San Jose, Costa Rica was canceled, leading to a series of flight changes and upheavals. Despite being promised a morning flight following an overnight stay at a hotel, I faced further cancellations and complications. I switched to Copa Airlines in desperation to reach my destination for an event, while hoping for a credit from American Airlines. My luggage became a separate ordeal, as delays and lost promises left me without my belongings on my final flight. Now, stranded in Uvita without crucial items, I seek assistance in remotely claiming my bag and having it sent to my location promptly. Any support in resolving this chaotic journey would be greatly appreciated.
Reported by GetHuman6769121 on Dienstag, 2. November 2021 22:13
I recently flew on flight [redacted] from Charlotte to West Palm Beach. There were five flight attendants — two white and three black women. Unfortunately, one of the black flight attendants, who had very short hair, was quite rude. As someone with severe anxiety and panic attacks, I explained that I couldn't sit in the middle or by the window due to my condition. The attendant callously remarked that the flight was full without considering my situation. Her response upset me, and I began to cry. Thankfully, the other flight attendants were more helpful and managed to find me a suitable seat, even though there were still a few available. This experience has left me very disappointed, and I feel compelled to share my story on social media unless this issue is addressed promptly. I won't be choosing American Airlines for my future travels.
Reported by GetHuman6777122 on Donnerstag, 4. November 2021 20:44
I am disappointed with my recent flight from Miami to São Paulo. I had a full fare ticket for a trip scheduled for November 2nd at 7:50pm, with an arrival time in Brazil set for November 3rd at 5:20am. The flight was delayed twice and then suddenly cancelled without warning at 8:30pm, causing me to leave the Miami airport at midnight due to long lines at the American Airlines kiosk. This resulted in me missing a scheduled appointment in Brazil for November 3rd at 10am. The rescheduled flight on November 3rd at 9am experienced further delays due to pilot issues, causing another hour of delay. This disruption caused me to miss multiple appointments and wasted an entire day at the airport. I am requesting an extension of my stay in Brazil until Saturday, November 13th due to the confusion and cancellations.
Reported by GetHuman4170605 on Montag, 8. November 2021 15:36
During a difficult time due to a family loss, I mistakenly booked First Class tickets for a flight from DFW to Milwaukee for Oct. 6 at 7:30 p.m. instead of 7:30 a.m. Despite the error, we flew standby in coach for the funeral. The First Class seats cost $[redacted] each, totaling $[redacted].60, whereas the round trip coach tickets were around $[redacted] each. Strangely, we were later charged $[redacted].80 per ticket for coach seats, more than the original First Class expenses. I also confirmed the tickets were changeable in case we needed to adjust the return flight, which we took on Oct. 10 to Fort Worth. As Senior Citizens on a fixed income, I kindly request a review of the charges to be corrected to reflect the coach ticket prices, with the remainder reimbursed accordingly. Your assistance with this matter is greatly appreciated.
Reported by GetHuman6788793 on Montag, 8. November 2021 19:52

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