Read the reviews below to see the experience other people have had when dealing with customer service from American Airlines.
I have been disconnected 4 times from the number- twice after someone greeted me, and 3 times from the number. This has happened before. If they can't get their phone system to work it makes me wonder about their planes. As soon as I correct my ticketing issue I will go elsewhere for my flights. What a mess. is mess of an airline any longer.
Been on the phone for 30 minutes trying to reach customer service. there's no listing for that department anywhere on AA websites, and no option to choose customer service when you call. so you're stuck on hold for 30 minutes to talk to a reservations agent who then tells you they have to transfer you to customer service. this airline obviously doesn't want to talk to customers.
Currently stuck overnight with no place to sleep due to the poor planning of American Airlines. Weather started the problems. Then, A.A. did not have the foresight to know that their crew would be illegal to fly. How could they not know? So the flight is only delayed and they do not have to do zip. Just oh so sorry. Meanwhile I am cranky from lack of food and they provide water and sugary granola bars. Yep. Really good for a person _major sarcasm.
I flew out of santo Domingo yesterday4/14/15 on flight 2374 connecting to Miami, to Orlando,to fort myers... I had a carry on luggage, in Miami they were asking for volunteers to check luggage because it was a full flight and they had no space. I volunteer and the rep told me that I was the first to get my luggage, when we arrived in Orlando I asked the flight attendant for my luggage she asked me to ask the guy right out the airplane. He told me that I had to go to baggage claim. The rep should of send my suitcase to my final destination in ft myers. I went out of my way to pick up my baggage. I had to thru baggage claim again, the lines were very long... My boarding passes all say American on them. I didn't have gate numbers on them. After I checked my I went thru baggage claim, I asked a rep where to go and they sent me to concour A took the trolie and when I giot there I did not see I flights going out to fort myers. I went to talk to someone at the podium and he said let me check, he asked someone and they told me to go to terminal B. I had asked 6 employees and no one knew where I had to go...I saw an US airways rep and she went out of her way to help me.
I had to go to terminal b and had to go thru baggage claim all over again.. I was running around for 2 hours at the Orlando airport, 2 baggage checks and the American Airlines employees where helpless and did not care at all. I guess they were confused because my boarding pass was for American, and not silver... Totally confused don't they know their own airlines and where they are flying too. By the time I got to silver I was very upset, I asked her that I need it to talk to someone about this situation and she asked me to go American. Really back to terminal A, another bag check. I decided to call the 800 number and that was useless. I travel a lot and had never being treated the way that I was. I went thru 2 custom check and 2 unnecessary baggage checks and 2 waisted hours trying to find my flight back home. I expect customer service when I need help, I pay for that service when I booked. I do expect to hear from someone. Norma Pugliese.
I am very disappointed with American aiirline, on April 13 my flight to New York from st Maarten was on time I reached 4:40pm unfortunately my famiily and I was in transit only to find out that flight 2314 was delayed first we were told it would be boarding at 8:30pm then 9:00pm unfortuately the flight did not leave until 10:17 wihich cause my family and I to miss the bus to Cape Cod and we had to stay on the airport until morning. I was very disappointed and think that I should be compensated for this long delay because the excuse was they were waiting on flight attendance from another fligh that was late. This was not my family or my problem for this huge delay so I think that American airline needs to be on time with flights because innocent people suffer as a result of delays like this and it not fair. I am at the airport stuck until morning I should be compensated for this thankyou
What kind of customer service is there when you can't talk to a person to get charges corrected and no one answers the email you were directed to send??? I sent my daughter's dog to her a month ago and found last week that my credit card was double charged. I contacted someone who told me I had to go to the customer relations website . Nothing on that website menu fit my problem, so I filed it as a complaint. I received a generic email stating it had been received, but nothing since. I tried contacting the cargo department from where I shipped the dog to be told I needed to contact accounting. The number they gave me was the 800 number for cargo and they gave me an invalid website for accounting and told me there was no number I could call accounting. This is absolutely ridiculous!! You want my business, but then you offer no help. I 'm ready to book my next flight with united or delta.
want to give all my gratitude to Sharon Beach on march 29 on Las Vegas AA counter she helped me so much with an "ilegal connection" my flying agent had booked for me on my trip back home in Chile. She really made the difference between a computer and a kind helping woman
My luggage didn't arrive with my flight so it was supposed to be brought to my home the next morning. I received luggage, but it was not mine, it was my granddaughter's who also was traveling with me. I was not home when it arrived, so I called the 800 number and was told that I would be given a call within the next 2 hours to rectify the problem. It is at least 6 hours later and I haven't received a call. I have repeatedly called the 800 number and been told the operators were busy. Very frustrated. Need to talk to somebody now!
March 23, 2015
Dear American Airlines
I was one of the many whose flight was delayed out of LGA, Friday March 20th.
Although getting into this stressful situation was not pleasant, American Airlines were wonderful! Each person from the customer service reps on the phone, the ticket counter employees, ground crews, pilots and flight attendants went far and beyond in their efforts to get us safely to our destinations.
There was only one exception and she was a pill! When we landed in DFW, the flight crew directed us to individual gates. Upon my arrival at my gate, B 34, I found it deserted. As instructed, I called the toll free number at the vacant desk. The person who answered, Yvette Jones was terribly rude. I told her my situation and rattled off something. I asked if she could speak more clearly as I could not understand her. She replied, she could not and that was the one and only way she spoke. I asked what I was to do as the gate area was empty. She told me I would just have to sit and wait until someone showed up. I could seek out a hotel on my own if I wished.
I was tired, upset and it was approaching midnight. I rod the car back to the gate we had arrived to find the area empty. There were two attendants closing up there station. The women saw my distress and offered assistance. She kindly and efficiently explained why we were sent to our gates; in hopes of catching our flights if at all possible. I found that perfectly understandable. She immediately printed my boarding pass, hotel and food accommodations. As she was off duty, she walked part of the way with me to the shuttle. She offered to accompany me all the way but I did not want to further bother her. In less time spent on the phone with the surly employee, she had me calm, fixed up and on my way.
After arriving home and getting rest, I was upset that I got the name of the one and only rude employee and did not get the name of the one who went out of her way to help. I hope you can track her down by my airline boarding pass she printed. This lady is an exemplary human and employee. She deserves recognition. I so hope you can identify her.
Thank you.
March 23, 2015
Dear American Airlines
Re: YPCBUS
I was one of the many whose flight was delayed out of LGA, Friday March 20th.
Although getting into this stressful situation was not pleasant, American Airlines were wonderful! Each person from the customer service reps on the phone, the ticket counter employees, ground crews, pilots and flight attendants went far and beyond in their efforts to get us safely to our destinations.
There was only one exception and she was a pill! When we landed in DFW, the flight crew directed us to individual gates. Upon my arrival at my gate, B 34, I found it deserted. As instructed, I called the toll free number at the vacant desk. The person who answered, Yvette Jones was terribly rude. I told her my situation and rattled off something. I asked if she could speak more clearly as I could not understand her. She replied, she could not and that was the one and only way she spoke. I asked what I was to do as the gate area was empty. She told me I would just have to sit and wait until someone showed up. I could seek out a hotel on my own if I wished.
I was tired, upset and it was approaching midnight. I rod the car back to the gate we had arrived to find the area empty. There were two attendants closing up there station. The women saw my distress and offered assistance. She kindly and efficiently explained why we were sent to our gates; in hopes of catching our flights if at all possible. I found that perfectly understandable. She immediately printed my boarding pass, hotel and food accommodations. As she was off duty, she walked part of the way with me to the shuttle. She offered to accompany me all the way but I did not want to further bother her. In less time spent on the phone with the surly employee, she had me calm, fixed up and on my way.
After arriving home and getting rest, I was upset that I got the name of the one and only rude employee and did not get the name of the one who went out of her way to help. I hope you can track her down by my airline boarding pass she printed. This lady is an exemplary human and employee. She deserves recognition. I so hope you can identify her.
Thank you.
Linda K Jackson
Lost my photo ID while visiting in New York City and was frantic how I would get on the plane. Called American Airlines and asked what I could do. The only suggestion the person had was to have someone go into my house, locate a passport and have it sent to me overnight delivery. This was not a possibility. Her final comment to me was, "You very well may be denied boarding." Fortunately, I had the presence of mind to call TSA. The person I spoke to told me exactly what to do which was show up at the airport with enough lead time to make my plane and they would find a way to get me through security, which is exactly what happened. Fortunately, I had a Medicare card as well as a blank check with my name and address and I was able to board. TSA said this happens frequently. It seems to me that AA agents on the phone could pass this advice on or give the caller the TSA phone number and they will tell you what to do. I cannot believe I am the first person that has called American Airlines with this problem.
I was on the American Airlines flight from LAX to Maui, HI, Tuesday, 2/17/15. I do get motion sick, but not normally on a 'plane. There was a great deal of turbulence and I felt horrible. I attempted to go to the restroom even though the seat belt sign was on and a flight attendant (Kehau) stopped me and helped me. She seated me across from her, got me a flat stool for my feet, a cold compress for my forehead and neck, a bag to use if I needed it, and then some ginger ale. Another attendant also asked if I needed ice chips. I didn't get her name. I was extremely glad to arrive in Hawaii and very thankful for Kehau's attention. She is definitely an asset to your company.
We waited for over 3 hours due to an airline steward or stewardess not being available. Once one came another had to book off because of the hours already worked. A big airlines waiting for a steward or stewardess ... my sisters baggage was damaged beyond repair and instead of arriving home @ 10:15 PM we arrived home about 2:30 AM.
I am on flight AA 3097 and cannot understand why we land on time and have to wait 20+ minutes for a gate. The cost of this flight is well above average and from a very frequent flier, over 45 segments on this route, gate service is very poor on a regular basis. In fact for the price you charge it's embarrassing to see a business run in this manner. I would like to understand your plans for improving service on the XNA to ORD route.
2/27/15
To whom it may concern, and that, in my opinion, is certainly doubtful:
You asked, in your slanted and uninformative survey, about our flight, but gave no ability to really tell you anything. Here is what happened:
1. Because of "weather in Dallas", our flight was cancelled. Strangely enough, it was only one of 9 or so others that next day--before and after ours--that flew...so, I'm not believing the "weather" story. Perhaps we had lower fares and you could sell our seats for more money?
2. We received your notification of a problem and, in trying to get information, were hug up on 4 times and put on hold, both cells, for 120+ minutes!!! trying to get through to someone who could tell us what was happening and what our options were--tying up both cells, cell time, and personal time. Please keep in mind that we were on vacation and missed a dinner, as well. Further more, your recorded sales pitch every few minutes does so very much (little!) to soothe when one feels they are already getting screwed.
3. We finally got Lisa who informed us that in order to secure seats together on the plane to which you were moving us--again, not truly because of "weather"--we would have to pay an additional $25 and $29 each leg. Really!? It seems to me that is what our original fare was for--seats on your aircraft...one cannot fly standing!Ã?Æ?�Ã?â??Ã?¢Ã?Æ?Ã?¯Ã?â??Ã?¿Ã?â??Ã?½Ã?Æ?Ã?¯Ã?â??Ã?¿Ã?â??Ã?½but, as she finally admitted, there were numerous seats available--and not just your "special" fee seats, but we would have to go to the airport to secure them without paying her ransom. And, we had already paid extra for boarding in #1 which she refused to honor. I guess you really are getting down to charging for the toilet in nickel and diming your passengers to death--even as you make huge profits with the low gas prices!
4. Lisa also insisted--both my husband and I asked--that this flight was the ONLY way we could get home even close to on time.
5. The flight to which we were reassigned, would get into Dallas after 7pm, plus giving us just one hour to make the connection to Austin. We all know that, in bad weather and that late, that is not nearly enough time to run through that airport, and further, we know from experience that all hotel rooms would be booked by that time. We are far too old to be sleeping in an airports, not that Lisa or you all care, obviously. We would also incur numerous other additional costs, again, not that you care.
6. So, WE went on line and researched flights--then went on hold AGAIN........., to get the only ray of sunshine all evening...
Peggy (7RM9), who was delightful and, in our opinion, deserves a HUGE raise.
Peggy was cheerful, courteous, and so very knowledgeable. She quickly and efficiently checked all flights, found the LAX one we needed, got us booked, seated, and home on time, hassle free...no sleeping in/running through airports! Hallelujah!!!
So, that is the rest of that story.
I would also like to add that you have reduced the size of your seats to worse than any cheap bus we have ever been on, cannot understand why you would possibly allow them to recline into another person's very limited, uncomfortable space, and may consider TAKING the bus before flying with you again on any lengthy flight.
Very sincerely,
Jan Nelson
Cripes, spent 20 minutes trying to find an email for AA Customer Service--oximoron--not even sure a person will read this
