Comments on: American Airlines http://www.elliott.org/help/american-airlines/ The travel troubleshooter. Sun, 21 Mar 2010 18:42:11 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: kajac http://www.elliott.org/help/american-airlines/comment-page-1/#comment-35808 kajac Sun, 14 Mar 2010 20:22:45 +0000 http://beta.elliott.org/photos/american-airlines/#comment-35808 All I can say is to never fly Americian Airlines. While customers understand that bad weather happens, we do not appreciate being lied to over and over again, being treated with disrespect and not being able to speak with someone who can actaully answer a question with the truth. AMERICAN AIRLINES FAILS TO UNDERSTAND THAT THEIR CUSTOMERS ARE PAYING THEM FOR A SERVICE. THEY ARE NOT PAYING US TO FLY THEIR AIRLINE....I would be embarrased if I worked for such an incompetent company. The employees of American Airlines should be ashamed of themselves for how they treat their paying customers....we do not like LIES....and do not like being treated like CRAP....Shame on YOU! (This from experience on flight 1774 from PUJ to JFK on March 13, 2010)............. All I can say is to never fly Americian Airlines. While customers understand that bad weather happens, we do not appreciate being lied to over and over again, being treated with disrespect and not being able to speak with someone who can actaully answer a question with the truth. AMERICAN AIRLINES FAILS TO UNDERSTAND THAT THEIR CUSTOMERS ARE PAYING THEM FOR A SERVICE. THEY ARE NOT PAYING US TO FLY THEIR AIRLINE….I would be embarrased if I worked for such an incompetent company. The employees of American Airlines should be ashamed of themselves for how they treat their paying customers….we do not like LIES….and do not like being treated like CRAP….Shame on YOU! (This from experience on flight 1774 from PUJ to JFK on March 13, 2010)………….

]]> By: Nina http://www.elliott.org/help/american-airlines/comment-page-1/#comment-34293 Nina Fri, 19 Feb 2010 00:28:27 +0000 http://beta.elliott.org/photos/american-airlines/#comment-34293 This will read as a fictional horror story, but it is not. This actually happened to us this past weekend! Had I known that AA had become down right derelict in their duty to their customers or lacked total empathy and humanity I would have never planned my family or friends travel through AA. We had a family event and an important business meeting to attend in Lubbock TX that required us (9 people) to be in Lubbock on 2/12 no later than 7:30PM CST. We booked our flights from Burbank CA, and anticipated being in Lubbock in time for the business meeting on 2/12 and the family event on 2/13. Our flight from Burbank CA (Flight 1366) was scheduled to leave at 11:05AM PST on 2/12 and arrive in Dallas at 4:05PM CST; our connecting flight from Dallas (Flight 2901) was scheduled to depart at 5:35PM CST and arrive in Lubbock at 6:45PM CST. Due to technical issues with the Aircraft we were taken off the plane after 2 hours and 20 minutes (part of the time without any air) only to be told every ½ hour that we will receive another update shortly. We had arrived at the airport at 9:00AM PST for the flight that was scheduled to depart at 11:05AM PST. We did not depart until 8:00PM that evening having spent the entire day at the gate! During the 10+ hours of ordeal no food or drinks were made available to us and upon initial inquiry were told (very rudely) that there were no food concessions. After 6 hours we asked again and were given $10 food voucher which was not adequate to buy a sandwich and a drink at the one and only small food place in the terminal. My husband who is on a strict diet as he is a diabetic and suffers high blood pressure developed suffered from being subjected to the unreasonable condition. All in all we ended up spending over $200 (for 9 adults at the outrageously overpriced deli in the terminal) of our own money to buy water and food before we received the insufficient vouchers. We were told that if we had a connecting flight from Dallas that we will need to rebook and recheck our luggage. The ground staff at the gate was extremely rude and did not offer any help in the rebooking process, instead we were simply told to call the 800 number and deal with Customer Service! Rebooking was another nightmare as they told us that everything was booked and the earliest flights available would be on the 14th which was our original return date!!! After escalating to a Supervisor we were told that if we get into Dallas there was a flight from Dallas to Lubbock the morning of 2/13 which would get us into Lubbock at 8:30AM CST. Although this would mean that we would miss the business meeting, we could still make the family event for the evening of 2/13. Since we now anticipated getting into Dallas after midnight we asked if we would be provided food and lodging and were told that we will be provided both and to check in with the ground crew in Dallas upon our arrival. We finally arrived in Dallas at around 1:30AM CST on 2/13, our connecting flight was not scheduled to depart until 7:20AM, everything was closed in the terminal and the TSA’s were gone. We checked in with the ground crew as instructed for hotel and food only to be told that we were given incorrect information and that there is nothing they can do for us!!! We would have to spend the night in the terminal and the best they could do is provide some cots and blankets. The cots and blankets were un-sanitized, stained and smelled. We could not risk leaving the terminal to find our own accommodations or food as we would not be able to re-enter the terminal until the TSA’s returned in the morning. It was below freezing outside so we could not risk leaving the terminal. We were basically held hostage in the terminal without proper food or resting/sleeping facilities. Additionally, we were told that we would have to collect our checked in bag and re-check it which also could not be done until the TSA’s return. We spent the entire time in the terminal. We finally arrived in Lubbock at 8:45AM CST on 2/13 having missed our business meeting the night before. This ordeal does not end here… we were scheduled to return on 2/14 departing Lubbock at 5:55PM (Flight 3420) arriving in Dallas at 7PM and departing at 8:00PM (Flight 1865) from Dallas to Burbank. We arrived at the Lubbock airport and proceeded to the check in counter to check our bags at 5PM only to find an unmanned counter. We waited for 15 minutes before an agent finally showed up only to tell us that the flight was delayed. By now there is a long line of people waiting to check in. We asked if we would be able to make the connecting flight out of Dallas at 8PM and his response was ‘most likely not’ and that there were no other flights to Burbank that day. We would have to stay in Dallas (at our own expense) and catch a flight next morning. The alternative was that we could fly into LAX on a flight that leaves Dallas at 9:30PM. We explained that we parked at the Burbank airport and asked if AA would transport us from LAX to Burbank? We were told that it was not his problem and that we need to tell him if we wanted to go on that flight as there was a long line (a line that was a result of him being late was now our problem!!!). So with much apprehension and delay we finally departed Lubbock only to land in Dallas at 8PM which was the scheduled departure time for our Burbank connection. We quickly ran off the plane and asked the ground personnel at the next counter (since there was no ground crew at the gate that we landed at) if our connecting flight was still on the ground and if the gate was still open before running across terminals (A to C) to try to catch the flight. The agent shouted for us to start running as she can see on the computer that the gate was still open, when we asked her to call she rudely shouted for us to start running like we did not hear her the first time. So we ran like crazy fools through the terminal to the skylink and get to the gate only to be told that the flight had already taxied out of the gate when we landed at 8PM!!! So it was never at the gate when we asked the first agent who told us to run!!! So now we have to wait for the 9:30 flight to LAX, so we asked the ground crew again if we can be flown into Burbank on another airline as we were parked there or provide transportation from LAX to Burbank. The answer to both was no. We then asked if at least they could retrieve our luggage and place it with us on our flight to LAX. Again the answer was no and were told that it would be on the next flight out to Burbank the next morning. So we asked if it could be delivered to our home and were told that they will take care of that (so we think there is one thing that AA will do to accommodate all the mishaps… or so we thought). We arrive at LAX and end up having to rent a shuttle to Burbank which cost us $90 and eventually make it home at 2:30AM on 2/15 (when we were supposed to be home at 9:30PM on 2/14). On 2/15 at around 11 AM we called AA to see when our bag would be delivered only to be (rudely) told that we would have to pay for delivery unless we had submitted a claim form! No one had asked us to submit any claim forms when we asked if the luggage would be delivered to our home. We ended up having to drive to the Burbank airport to pick up the luggage ourselves!!! AA managed to cost us over $300 in addition to paying for the tickets (in excess of $2,700) and caused a great deal of pain, anxiety and frustration. We also lost an investment opportunity and all of this was due to no fault of ours!!! We do not normally complain for minor mishaps we fully understand that things happen, but the ordeal and inhumane treatment that we received was in excusable and warranted this complaint! Rest assured we will NEVER fly AA again! We no longer believe that Customer Service and satisfaction means anything to AA! This will read as a fictional horror story, but it is not. This actually happened to us this past weekend!

Had I known that AA had become down right derelict in their duty to their customers or lacked total empathy and humanity I would have never planned my family or friends travel through AA.

We had a family event and an important business meeting to attend in Lubbock TX that required us (9 people) to be in Lubbock on 2/12 no later than 7:30PM CST. We booked our flights from Burbank CA, and anticipated being in Lubbock in time for the business meeting on 2/12 and the family event on 2/13. Our flight from Burbank CA (Flight 1366) was scheduled to leave at 11:05AM PST on 2/12 and arrive in Dallas at 4:05PM CST; our connecting flight from Dallas (Flight 2901) was scheduled to depart at 5:35PM CST and arrive in Lubbock at 6:45PM CST. Due to technical issues with the Aircraft we were taken off the plane after 2 hours and 20 minutes (part of the time without any air) only to be told every ½ hour that we will receive another update shortly. We had arrived at the airport at 9:00AM PST for the flight that was scheduled to depart at 11:05AM PST. We did not depart until 8:00PM that evening having spent the entire day at the gate! During the 10+ hours of ordeal no food or drinks were made available to us and upon initial inquiry were told (very rudely) that there were no food concessions. After 6 hours we asked again and were given $10 food voucher which was not adequate to buy a sandwich and a drink at the one and only small food place in the terminal. My husband who is on a strict diet as he is a diabetic and suffers high blood pressure developed suffered from being subjected to the unreasonable condition. All in all we ended up spending over $200 (for 9 adults at the outrageously overpriced deli in the terminal) of our own money to buy water and food before we received the insufficient vouchers.

We were told that if we had a connecting flight from Dallas that we will need to rebook and recheck our luggage. The ground staff at the gate was extremely rude and did not offer any help in the rebooking process, instead we were simply told to call the 800 number and deal with Customer Service! Rebooking was another nightmare as they told us that everything was booked and the earliest flights available would be on the 14th which was our original return date!!! After escalating to a Supervisor we were told that if we get into Dallas there was a flight from Dallas to Lubbock the morning of 2/13 which would get us into Lubbock at 8:30AM CST. Although this would mean that we would miss the business meeting, we could still make the family event for the evening of 2/13. Since we now anticipated getting into Dallas after midnight we asked if we would be provided food and lodging and were told that we will be provided both and to check in with the ground crew in Dallas upon our arrival. We finally arrived in Dallas at around 1:30AM CST on 2/13, our connecting flight was not scheduled to depart until 7:20AM, everything was closed in the terminal and the TSA’s were gone. We checked in with the ground crew as instructed for hotel and food only to be told that we were given incorrect information and that there is nothing they can do for us!!! We would have to spend the night in the terminal and the best they could do is provide some cots and blankets. The cots and blankets were un-sanitized, stained and smelled. We could not risk leaving the terminal to find our own accommodations or food as we would not be able to re-enter the terminal until the TSA’s returned in the morning. It was below freezing outside so we could not risk leaving the terminal. We were basically held hostage in the terminal without proper food or resting/sleeping facilities. Additionally, we were told that we would have to collect our checked in bag and re-check it which also could not be done until the TSA’s return. We spent the entire time in the terminal. We finally arrived in Lubbock at 8:45AM CST on 2/13 having missed our business meeting the night before.

This ordeal does not end here… we were scheduled to return on 2/14 departing Lubbock at 5:55PM (Flight 3420) arriving in Dallas at 7PM and departing at 8:00PM (Flight 1865) from Dallas to Burbank. We arrived at the Lubbock airport and proceeded to the check in counter to check our bags at 5PM only to find an unmanned counter. We waited for 15 minutes before an agent finally showed up only to tell us that the flight was delayed. By now there is a long line of people waiting to check in. We asked if we would be able to make the connecting flight out of Dallas at 8PM and his response was ‘most likely not’ and that there were no other flights to Burbank that day. We would have to stay in Dallas (at our own expense) and catch a flight next morning. The alternative was that we could fly into LAX on a flight that leaves Dallas at 9:30PM. We explained that we parked at the Burbank airport and asked if AA would transport us from LAX to Burbank? We were told that it was not his problem and that we need to tell him if we wanted to go on that flight as there was a long line (a line that was a result of him being late was now our problem!!!). So with much apprehension and delay we finally departed Lubbock only to land in Dallas at 8PM which was the scheduled departure time for our Burbank connection. We quickly ran off the plane and asked the ground personnel at the next counter (since there was no ground crew at the gate that we landed at) if our connecting flight was still on the ground and if the gate was still open before running across terminals (A to C) to try to catch the flight. The agent shouted for us to start running as she can see on the computer that the gate was still open, when we asked her to call she rudely shouted for us to start running like we did not hear her the first time. So we ran like crazy fools through the terminal to the skylink and get to the gate only to be told that the flight had already taxied out of the gate when we landed at 8PM!!! So it was never at the gate when we asked the first agent who told us to run!!! So now we have to wait for the 9:30 flight to LAX, so we asked the ground crew again if we can be flown into Burbank on another airline as we were parked there or provide transportation from LAX to Burbank. The answer to both was no. We then asked if at least they could retrieve our luggage and place it with us on our flight to LAX. Again the answer was no and were told that it would be on the next flight out to Burbank the next morning. So we asked if it could be delivered to our home and were told that they will take care of that (so we think there is one thing that AA will do to accommodate all the mishaps… or so we thought). We arrive at LAX and end up having to rent a shuttle to Burbank which cost us $90 and eventually make it home at 2:30AM on 2/15 (when we were supposed to be home at 9:30PM on 2/14). On 2/15 at around 11 AM we called AA to see when our bag would be delivered only to be (rudely) told that we would have to pay for delivery unless we had submitted a claim form! No one had asked us to submit any claim forms when we asked if the luggage would be delivered to our home. We ended up having to drive to the Burbank airport to pick up the luggage ourselves!!! AA managed to cost us over $300 in addition to paying for the tickets (in excess of $2,700) and caused a great deal of pain, anxiety and frustration. We also lost an investment opportunity and all of this was due to no fault of ours!!! We do not normally complain for minor mishaps we fully understand that things happen, but the ordeal and inhumane treatment that we received was in excusable and warranted this complaint! Rest assured we will NEVER fly AA again! We no longer believe that Customer Service and satisfaction means anything to AA!

]]> By: Joann Loudermilk Gottschalk http://www.elliott.org/help/american-airlines/comment-page-1/#comment-30777 Joann Loudermilk Gottschalk Tue, 12 Jan 2010 21:34:31 +0000 http://beta.elliott.org/photos/american-airlines/#comment-30777 I am obviously adding a comment to a long line of not pleased with the quality of service they received from American Airlines (and after relating my horror story to friends they too have similar HORROR stories of flying American) and myself and many others will not be using American Airlines to travel anywhere. As with many who have posted I tell all my NEGATIVE experience and have advised them never to use American Airlines. On Dec. 26, 2009 my husband and I were scheduled to fly out of Fort Meyers, FL with a connecting fllight (on American) in Dallas, TX to our destination of Portland, OR. We arrived at the airport 6 hours prior to departure, as we dropped off by relatives on their way home an hour and half drive from the airport (we had been on a cruise out of Miami). We checked in (and was assisted by what I now know to be the ONLY professional that American Airlines employees). We went through security and located ourselves at our departure gate. Fortunately I had taken the time to register online for flight status updates (as this would be the ONLY communication we would recieve). At 1:30 pm (5 hours before we were scheduled to depart Fort Meyers) I received a text telling me that our flight was delayed 20 minutes. As we only had a 50 minute layover in Dallas I was concerned about our making our flight (I was able to check gate information on line and knew that we would have to change terminals in Dallas). At that time there was a man at the counter (although it was evident he was a tech person who was just checking the computer system); I went to the counter to ask him if he had any information. While he confirmed my original thought that he couldn't give me much information he told me someone would be at the counter soon as the flight that was expected for Chicago had been delayed and someone would be there to handle that flight.... in the next 5 hours there was NEVER another person at that counter. At 3:02 I received not one but 4 consecutive texts that told me that our flight would be delayed an additional 10, 20, 30 and 40 minutes. Still no one at the counter and the marquee still indicated the flight was on time, even though the time for departure was changed. Since we obviously were not going to make our connection in Dallas and we had to get to Portland Oregon as my husband had a flight scheduled for departure on Dec. 27th for Singapore. I spent the next hour and half on the phone with an American Airlines agent who not only told me that this was not a problem she could deal with it really wasnt' her problem that she could not find a flight that could get us out of florida and to Oregon for atleast a week. I asked her to try flights into Seattle, Eugene and Medford.... according to her there was not a seat available. According to her this was a weather issue.... in Dallas (hmmm Dallas was 62 and clear skies... that is certainly some weather); then it was weather in Denver... they were 32 and partly cloudy - can certainly see how Denver couldn't handle that weather; no it was weather in Chicago - okay granted there was weather in Chicago. So it was because of the weather in Chicago that the flight crew that we were suppose to have had logged too many hours to fly from Dallas to Fort Meyers (BUT they knew that at 11:30 AM - an hour before we ever checked in). IF they had told us (COMMUNICATED TO US) that there was going to be an issue we could have got on a flight out earlier in the afternoon on a Delta flight; a Southwest Flight; even a Jet Blue flight.... but by 5 pm it was too late; there were no more flights out. The fact that there was no one at the desk to deal with this situation seemed to be irrelevant; according to her someone should be there (they weren't). In the end Delta was able to get us on a flight out the next morning, that would connect in Atlanta with a flight to Portland that would get us there and hour before my husbands flight. They booked our seats, but needed AA to call and confirm that transfer (AA couldn't seem to get through to an agent even though we had called Delta several times and only had to wait minutes). The fun continued when we attempted to speak to a supervisor about getting a room for the night (my husband had 33 hours of fly time ahead of him 8 hours in an airport was not acceptable... especially when it could have been avoided), who despite being told we were waiting almost walked right by us to go out to await a plane that wasn't due in for 2 hours. It wasn't until I showed her the text messages on my phone that indicated the ONLY communication that there was a delay and the fact that we were aware of what the delay was that we finally received a voucher for lodging. then there was the issue of getting our bag back, getting refunded for the bag fee.... more fun and never a sorry about the inconvience, although it did give me an opportunity to hear them tell 3 other groups of people that this flight was delayed and that there was nothing they could do to help them rebook and that missing their connecting flights was not their problem The real irony came the next morning; aboard a Delta flight that would take us to Atlanta to then connect to Portland; a Delta flight that AA told us had NO seats available; a Delta Flight that had 35 empty seats. Never an apology; never a 'I will see what I can do' .... that is okay I will NEVER fly AA again and will tell the story as many times as necessary. Customer Service people.... IT GOES A LONG, LONG WAY. I am obviously adding a comment to a long line of not pleased with the quality of service they received from American Airlines (and after relating my horror story to friends they too have similar HORROR stories of flying American) and myself and many others will not be using American Airlines to travel anywhere. As with many who have posted I tell all my NEGATIVE experience and have advised them never to use American Airlines.

On Dec. 26, 2009 my husband and I were scheduled to fly out of Fort Meyers, FL with a connecting fllight (on American) in Dallas, TX to our destination of Portland, OR.
We arrived at the airport 6 hours prior to departure, as we dropped off by relatives on their way home an hour and half drive from the airport (we had been on a cruise out of Miami).
We checked in (and was assisted by what I now know to be the ONLY professional that American Airlines employees). We went through security and located ourselves at our departure gate.
Fortunately I had taken the time to register online for flight status updates (as this would be the ONLY communication we would recieve).
At 1:30 pm (5 hours before we were scheduled to depart Fort Meyers) I received a text telling me that our flight was delayed 20 minutes. As we only had a 50 minute layover in Dallas I was concerned about our making our flight (I was able to check gate information on line and knew that we would have to change terminals in Dallas).
At that time there was a man at the counter (although it was evident he was a tech person who was just checking the computer system); I went to the counter to ask him if he had any information. While he confirmed my original thought that he couldn’t give me much information he told me someone would be at the counter soon as the flight that was expected for Chicago had been delayed and someone would be there to handle that flight…. in the next 5 hours there was NEVER another person at that counter.

At 3:02 I received not one but 4 consecutive texts that told me that our flight would be delayed an additional 10, 20, 30 and 40 minutes. Still no one at the counter and the marquee still indicated the flight was on time, even though the time for departure was changed.

Since we obviously were not going to make our connection in Dallas and we had to get to Portland Oregon as my husband had a flight scheduled for departure on Dec. 27th for Singapore.

I spent the next hour and half on the phone with an American Airlines agent who not only told me that this was not a problem she could deal with it really wasnt’ her problem that she could not find a flight that could get us out of florida and to Oregon for atleast a week.
I asked her to try flights into Seattle, Eugene and Medford…. according to her there was not a seat available.
According to her this was a weather issue…. in Dallas (hmmm Dallas was 62 and clear skies… that is certainly some weather); then it was weather in Denver… they were 32 and partly cloudy – can certainly see how Denver couldn’t handle that weather; no it was weather in Chicago – okay granted there was weather in Chicago. So it was because of the weather in Chicago that the flight crew that we were suppose to have had logged too many hours to fly from Dallas to Fort Meyers (BUT they knew that at 11:30 AM – an hour before we ever checked in).
IF they had told us (COMMUNICATED TO US) that there was going to be an issue we could have got on a flight out earlier in the afternoon on a Delta flight; a Southwest Flight; even a Jet Blue flight…. but by 5 pm it was too late; there were no more flights out.

The fact that there was no one at the desk to deal with this situation seemed to be irrelevant; according to her someone should be there (they weren’t).
In the end Delta was able to get us on a flight out the next morning, that would connect in Atlanta with a flight to Portland that would get us there and hour before my husbands flight. They booked our seats, but needed AA to call and confirm that transfer (AA couldn’t seem to get through to an agent even though we had called Delta several times and only had to wait minutes).

The fun continued when we attempted to speak to a supervisor about getting a room for the night (my husband had 33 hours of fly time ahead of him 8 hours in an airport was not acceptable… especially when it could have been avoided), who despite being told we were waiting almost walked right by us to go out to await a plane that wasn’t due in for 2 hours. It wasn’t until I showed her the text messages on my phone that indicated the ONLY communication that there was a delay and the fact that we were aware of what the delay was that we finally received a voucher for lodging.

then there was the issue of getting our bag back, getting refunded for the bag fee…. more fun and never a sorry about the inconvience, although it did give me an opportunity to hear them tell 3 other groups of people that this flight was delayed and that there was nothing they could do to help them rebook and that missing their connecting flights was not their problem

The real irony came the next morning; aboard a Delta flight that would take us to Atlanta to then connect to Portland; a Delta flight that AA told us had NO seats available; a Delta Flight that had 35 empty seats.

Never an apology; never a ‘I will see what I can do’ …. that is okay I will NEVER fly AA again and will tell the story as many times as necessary. Customer Service people…. IT GOES A LONG, LONG WAY.

]]> By: Varick W. http://www.elliott.org/help/american-airlines/comment-page-1/#comment-30236 Varick W. Tue, 05 Jan 2010 00:52:13 +0000 http://beta.elliott.org/photos/american-airlines/#comment-30236 Those bastards lost my luggage coming back from Africa. It took them almost a whole week to find my luggage and my hairdryer was missing as well. I did not have my clothes for my brother's wedding and could not get back upstate to get any. I travel extensively overseas so I packed my special outfit in my carry-on (I am not stupid). They kept telling me at JFK they found my luggage, we would pay to go all the way out there, airtrain, etc then to find NOTHING. When I started crying (you would too if you did not have the clothes you wanted to wear for the weekend) the man at the desk told me I better settle down. F*CK YOU AA, I WILL TELL MY HORROR STORY TO EVERYONE THAT WILL LISTEN AND EVEN IF I TAKE $1 AWAY FROM YOU A**HOLES THAT IS MONEY YOU DID NOT GET BECAUSE OF ME. ONLY THE PEOPLE IN BUFFALO, NY AND OKLAHOMA WHERE MY SUITCASE ENDED UP HELPED ME. THE 3RD WORLD SH*TS THAT YOU HIRE TO DEAL WITH CUSTOMERS AT JFK ARE THE REASON WHY YOU SUCK AND I WILL NEVER BUY A TICKET ON YOUR SH*TTY AIRLINES AGAIN! TRY HIRING SOME REAL AMERICAN'S INSTEAD OF PEOPLE FROM COUNTRIES WHERE CUSTOMER SERVICE DOESN'T MEAN ANYTHING. Those bastards lost my luggage coming back from Africa. It took them almost a whole week to find my luggage and my hairdryer was missing as well. I did not have my clothes for my brother’s wedding and could not get back upstate to get any. I travel extensively overseas so I packed my special outfit in my carry-on (I am not stupid). They kept telling me at JFK they found my luggage, we would pay to go all the way out there, airtrain, etc then to find NOTHING. When I started crying (you would too if you did not have the clothes you wanted to wear for the weekend) the man at the desk told me I better settle down. F*CK YOU AA, I WILL TELL MY HORROR STORY TO EVERYONE THAT WILL LISTEN AND EVEN IF I TAKE $1 AWAY FROM YOU A**HOLES THAT IS MONEY YOU DID NOT GET BECAUSE OF ME. ONLY THE PEOPLE IN BUFFALO, NY AND OKLAHOMA WHERE MY SUITCASE ENDED UP HELPED ME. THE 3RD WORLD SH*TS THAT YOU HIRE TO DEAL WITH CUSTOMERS AT JFK ARE THE REASON WHY YOU SUCK AND I WILL NEVER BUY A TICKET ON YOUR SH*TTY AIRLINES AGAIN! TRY HIRING SOME REAL AMERICAN’S INSTEAD OF PEOPLE FROM COUNTRIES WHERE CUSTOMER SERVICE DOESN’T MEAN ANYTHING.

]]> By: belenchuks http://www.elliott.org/help/american-airlines/comment-page-1/#comment-29661 belenchuks Wed, 30 Dec 2009 18:53:46 +0000 http://beta.elliott.org/photos/american-airlines/#comment-29661 William: Unless you have nothing to do but to spend hours over the phone trying to receive a minimum of help from AA, I would suggest you to give up. My mother had a thief go through her baggage to steal a perfume that was also a gift and AA did not do anything about it. She was told she should have checked the baggage at the airport destination. This makes me think the message is: "Don't trust our service and check your baggage to verify you have everything in there" At the same time, I have a complaint with AA for losing both of my bags for 4 days when I traveled specifically for a special event on Dec 5th, for which I was carrying 3 dresses to wear that day and ended up spending money out of my pocket for that expense. AA only authorized the apparent typical $75 for emergency needs such as underwear, tooth brush, etc etc. $75 did not cover the few things I had to buy and they are not taking responsibility for the dress expense. I flew 14 hrs down to Uruguay, South America only for this event and they do not take any responsibility for the expense. Not to mention the hours and money spent on public telephone cards as I filed my complaint and followed up on the status of my missing baggages. They also changed all my seats all the way which I chose to just deal with. We also spent an hour and a half inside the plane at MIA waiting for them to load baggage! But forget those additional details... The sad thing is to lose a customer and and potentially his/her relatives, friends, co-workers and everyone he knows for $180 they do not want to reimburse. Instead, they gave me 5,000 extra bonus miles. For the next time I fly with AA! Sad. I hope JetBlue has plans on going international. William: Unless you have nothing to do but to spend hours over the phone trying to receive a minimum of help from AA, I would suggest you to give up. My mother had a thief go through her baggage to steal a perfume that was also a gift and AA did not do anything about it. She was told she should have checked the baggage at the airport destination. This makes me think the message is: “Don’t trust our service and check your baggage to verify you have everything in there”
At the same time, I have a complaint with AA for losing both of my bags for 4 days when I traveled specifically for a special event on Dec 5th, for which I was carrying 3 dresses to wear that day and ended up spending money out of my pocket for that expense. AA only authorized the apparent typical $75 for emergency needs such as underwear, tooth brush, etc etc. $75 did not cover the few things I had to buy and they are not taking responsibility for the dress expense. I flew 14 hrs down to Uruguay, South America only for this event and they do not take any responsibility for the expense.
Not to mention the hours and money spent on public telephone cards as I filed my complaint and followed up on the status of my missing baggages.
They also changed all my seats all the way which I chose to just deal with.
We also spent an hour and a half inside the plane at MIA waiting for them to load baggage!
But forget those additional details… The sad thing is to lose a customer and and potentially his/her relatives, friends, co-workers and everyone he knows for $180 they do not want to reimburse. Instead, they gave me 5,000 extra bonus miles. For the next time I fly with AA!
Sad.
I hope JetBlue has plans on going international.

]]> By: William http://www.elliott.org/help/american-airlines/comment-page-1/#comment-28827 William Thu, 17 Dec 2009 18:51:05 +0000 http://beta.elliott.org/photos/american-airlines/#comment-28827 I just had a bad experience with AA yesterday. Two items in one of my baggages were stolen. The two items were gifts and were all in its origal packaging at the bottom of the suitcase. It looks like that the thief had the knowledge of the X-ray image so it only went after the suitcase with the items. The suitcase was mostly undisturbed so the theif who works at AA apprently knew exactly where the items were located. In addtion, the theif only took the camera and the charger out and left other accessories(USB cables) in the box. It seems that the thief has done it many times and professionally. I called AA last night and the agent asked us to contact airport office. Airport office then asked us to contact customer relations. Today I just found out that AA does not even publish the phone number for cusotmer relations, I called AA's main number again and the agent this time told me that I had to personally make a trip to the Airport office to file a report! At this point I can only file a complaint through the web form. Has anyone experienced similar theft in the past? Any tips or suggestions on how I should proceed with AA? Thanks. I just had a bad experience with AA yesterday. Two items in one of my baggages were stolen. The two items were gifts and were all in its origal packaging at the bottom of the suitcase. It looks like that the thief had the knowledge of the X-ray image so it only went after the suitcase with the items. The suitcase was mostly undisturbed so the theif who works at AA apprently knew exactly where the items were located. In addtion, the theif only took the camera and the charger out and left other accessories(USB cables) in the box. It seems that the thief has done it many times and professionally.

I called AA last night and the agent asked us to contact airport office. Airport office then asked us to contact customer relations. Today I just found out that AA does not even publish the phone number for cusotmer relations, I called AA’s main number again and the agent this time told me that I had to personally make a trip to the Airport office to file a report! At this point I can only file a complaint through the web form.

Has anyone experienced similar theft in the past? Any tips or suggestions on how I should proceed with AA? Thanks.

]]> By: Kevin Bonovich http://www.elliott.org/help/american-airlines/comment-page-1/#comment-28825 Kevin Bonovich Thu, 17 Dec 2009 18:01:44 +0000 http://beta.elliott.org/photos/american-airlines/#comment-28825 To update my situation concerning AA and my horrid experience on December 5, 2009; I wrote to AA to make them aware of their contemptuous business practices and my complaints were greeted with the typical corporate hubris spouted to their clientele. Should I be surprised? To update my situation concerning AA and my horrid experience on December 5, 2009; I wrote to AA to make them aware of their contemptuous business practices and my complaints were greeted with the typical corporate hubris spouted to their clientele. Should I be surprised?

]]> By: Kevin Bonovich http://www.elliott.org/help/american-airlines/comment-page-1/#comment-28501 Kevin Bonovich Thu, 10 Dec 2009 14:31:26 +0000 http://beta.elliott.org/photos/american-airlines/#comment-28501 Upon arriving at JFK and going through the US Customs process and retrieving our luggage we proceeded to American Airlines / Eagle Bag Re-check in for our final leg home to Washington Reagan Int’l (DCA). At the counter we encountered a male “customer service rep” (from here on designated as CSR) who began processing our ticket information. It took him several minutes to access the necessary information for us. After app. 10 – 15 minutes of this CSR fidgeting with his computer another CSR (a female CSR) asked if she could assist and the male CSR responded that he had it under control. After another few minutes of fidgeting on the computer he told us the flight had been over booked. After we questioned him and told him we had booked the flight since September 12, 2009, he re-entered the computer then informed us the flight had been canceled. Please understand that after a flight of 4.5 hrs, the Customs process and waiting to retrieve luggage, admittedly our patience level was limited but not exhausted. To hear TWO (2) different stories about our final flight (over booking and cancellation) we were less then thrilled and began to inquire as to what the real story was. Again the female CSR asked if she could help and again the male CSR said he had it under control. I asked what remedy there could be for the issue to which I was told “nothing”. The reason for the cancellation was weather related. I asked again for clarification of cancellation or over booking. The male CSR again said it was cancelled. Again I asked for remedy of the situation and he again said there was nothing that can be done, could be done or would be done. In anger I asked again for remedy. The male CSR said he would call his “supervisor”. The male CSR dialed the phone but walked away from the desk and turned his back on us so that we would not be privy to any of his conversation with his “supervisor”. After hanging up the phone he informed us he would be right back. The female CSR behind the counter said she felt that there might be remedy once the “supervisor” got involved. The “supervisor” and the male CSR eventually walked to our area after a 5 – 7 minute absence. The male CSR left the area completely. The “supervisor” whose name tag read “Patricia” walked over very abruptly and aggressively asked “WHATS THE PROBLEM”? Once again explaining our plight she informed us the flight was cancelled and NOTHING will be done, could be done or would be done. She never even went to the computer to check the situation but was very inflammatory in her demeanor. I asked her AGAIN for remedy to the situation and she said arrogantly re-iterated that American Airlines DOES NOT assist in weather related cancellations. After I again asked for some sort of remedy she again, in a very contemptuous and haughty tone asked “DO YOU WANT ME TO PUT A COT IN AN UPSTAIRS AREA OF THE AIRPORT FOR YOU”!!!????. Even the female CSR was embarrassed and seemingly taken back by Patricia’s’ (supervisors) comment. Realizing that at 10:00 pm on Saturday night that nothing would be accomplished by a protracted disagreement concerning remedies, we opted to find lodging, food, etc. This presented another unforgiving process for us that I will address later in this letter. Upon FINALLY finding available lodging, we called American Airlines “800” toll free number to sure up a return flight to DCA. The representative I spoke with offered us a return flight for 8:30 pm Sunday evening (24 hrs beyond our original return time). I inquired of ANYTHING sooner and she recommended we go to the airport early Sunday morning and hope for something in “stand by: After a very unrestful evening, we opted to call American Airlines prior to leaving the motel to inquire about possible flights we spoke with Ms Sheila Johnson out of your Dallas location. Ms. Johnson is the ONLY person in your organization who understands customer service and for that matter understands her job. In a matter of 2 minutes after hearing my plight she had us set up through a different carrier. She gave us two (2) different time options as to which flight we could most easily make and both options were significantly earlier then the 8:30 pm flight we were offered from the previous phone operator. This now raises many serious questions which add to the already serious problems your company has with its customer service My questions are: 1) How come the original male CSR had so many problems figuring out what the real issue was with the flight and why he did not accept help from the female CSR who was willing to help? Lack of customer concern? 2) How come an alleged “supervisor” is allowed to act so belligerently, heinously and egregiously towards American Airline Customers? Lack of training or concern? 3) How come an alleged “supervisor” is not properly trained to assist in such circumstances? Lack of training dollars? 4) How come an alleged American Airlines “supervisor” can be allowed to make such an abrupt smart ass comment or suggestion about “putting a cot in a separate area of an airport”? Is this evidence or indictment of AA CSR / supervisor training? 5) How come an alleged “supervisor” is not trained to immediately attempt to remedy such situations such as looking for another flight like Ms. Johnson knew to do right away? Let me guess, she was excused from that particular training class? 6) Is it customary for your alleged “supervisors” to gloat about saving American Airlines time and money? I understand each employee’s fiduciary responsibility to their company but what about fiduciary representation for American Airlines customers? 7) How come the original phone rep we spoke with on Saturday night did not look for other flights like Ms. Johnson did? Oh oh.. Let me guess again… another training issue? 8) Does AA own such a travel / airline monopoly that customer service, customer representation and over all performance does not need to be addressed? Has the fragile economy forced AA to dispose of training dollars that might further enhance increased sales in order to better secure their stock and financial standings? I am dismayed, disgruntled and extremely disappointed that in this day and age, bottom line dollars has brushed aside customer service. I am not naïve to the fact that customer service issues are dissimilar based on various issues but to allow a situation(s) to accumulate when doing exactly what Ms. Johnson did may very well have disarmed this entire situation from its onset. Perhaps Ms. Johnson should be in a far greater position then she is so that maybe she can exact proper training. Ms. Johnson is the epitome of customer service. Unfortunately what she did albeit fantastic was in my estimation too late. This is something your alleged “supervisor” should have handled IMMEDIATELY instead of her condescending and denigrating tone and attitude!!!!! Do the CEOs’ of both American Airlines and American Eagle truly know what goes on beyond the numbers? Do the Board of Directors? Or does smiling at enhanced stocks and saved dollars make up the understanding of how your customers are being treated? Perhaps the fragile economy has forced AA to cut training dollars since baggage fees are down? I have to really wonder if middle and upper management really knows how pathetic their version of training and customer service is. Does American Airlines really care about its customers beyond swelling stocks and bank accounts? Or maybe faltering stocks and bank accounts are indicative of your version of customer service? Please spare me the typical and rhetorical pabulum you may spew to those who may not really care. I have never been so insulted and disposed of by anyone or company. Thank goodness for Ms. Sheila Johnson from Dallas. She is / was the ONLY one who seemed to know what was supposed to have been done from the onset. Even she asked why we had not been offered an immediate search for another flight. (She prefaced her comments professionally by saying she could only speak based on not having been present the night before). I will be passing along this incredibly execrably handled situation along to many. It amazes me that one simple gesture of assistance to help YOUR customers would have spared my wife and I $75.00 cab fare, $176.00 lodging (ONE NIGHT) and $72.00 parking fees! I am enclosing copies of the bills for documentation of my statement(s). I am also sure the media will have a feeding frenzy on this as well, especially if there is no significant response on your part. If you feel as though you are justified by not properly addressing this then again it is just another indictment to your philosophies on business and customer service. Interestingly and as a point of interest, The airline Ms. Johnson put us on informed me that had the CSR’s the previous night done their jobs properly my wife and I could have been home either that evening or early the next morning. Although I thought this might just have been propagandized conversation, after a little investigating I discovered that what was being told to us was correct. I certainly hope that this never happens to anyone else as I would not even wish this on someone I dislike. Unfortunately American Airlines makes more frequent trips to Barbados where we have family but we will be searching for other airlines. I feel confident that this letter just like other similar customer service issues will be brushed under a rug but I will make sure that this incident as well as others we’ve encountered through AA is well documented. Upon arriving at JFK and going through the US Customs process and retrieving our luggage we proceeded to American Airlines / Eagle Bag Re-check in for our final leg home to Washington Reagan Int’l (DCA). At the counter we encountered a male “customer service rep” (from here on designated as CSR) who began processing our ticket information. It took him several minutes to access the necessary information for us. After app. 10 – 15 minutes of this CSR fidgeting with his computer another CSR (a female CSR) asked if she could assist and the male CSR responded that he had it under control. After another few minutes of fidgeting on the computer he told us the flight had been over booked. After we questioned him and told him we had booked the flight since September 12, 2009, he re-entered the computer then informed us the flight had been canceled. Please understand that after a flight of 4.5 hrs, the Customs process and waiting to retrieve luggage, admittedly our patience level was limited but not exhausted. To hear TWO (2) different stories about our final flight (over booking and cancellation) we were less then thrilled and began to inquire as to what the real story was. Again the female CSR asked if she could help and again the male CSR said he had it under control. I asked what remedy there could be for the issue to which I was told “nothing”. The reason for the cancellation was weather related. I asked again for clarification of cancellation or over booking. The male CSR again said it was cancelled. Again I asked for remedy of the situation and he again said there was nothing that can be done, could be done or would be done. In anger I asked again for remedy. The male CSR said he would call his “supervisor”. The male CSR dialed the phone but walked away from the desk and turned his back on us so that we would not be privy to any of his conversation with his “supervisor”. After hanging up the phone he informed us he would be right back. The female CSR behind the counter said she felt that there might be remedy once the “supervisor” got involved. The “supervisor” and the male CSR eventually walked to our area after a 5 – 7 minute absence. The male CSR left the area completely. The “supervisor” whose name tag read “Patricia” walked over very abruptly and aggressively asked “WHATS THE PROBLEM”? Once again explaining our plight she informed us the flight was cancelled and NOTHING will be done, could be done or would be done. She never even went to the computer to check the situation but was very inflammatory in her demeanor. I asked her AGAIN for remedy to the situation and she said arrogantly re-iterated that American Airlines DOES NOT assist in weather related cancellations. After I again asked for some sort of remedy she again, in a very contemptuous and haughty tone asked “DO YOU WANT ME TO PUT A COT IN AN UPSTAIRS AREA OF THE AIRPORT FOR YOU”!!!????. Even the female CSR was embarrassed and seemingly taken back by Patricia’s’ (supervisors) comment. Realizing that at 10:00 pm on Saturday night that nothing would be accomplished by a protracted disagreement concerning remedies, we opted to find lodging, food, etc. This presented another unforgiving process for us that I will address later in this letter. Upon FINALLY finding available lodging, we called American Airlines “800” toll free number to sure up a return flight to DCA. The representative I spoke with offered us a return flight for 8:30 pm Sunday evening (24 hrs beyond our original return time). I inquired of ANYTHING sooner and she recommended we go to the airport early Sunday morning and hope for something in “stand by: After a very unrestful evening, we opted to call American Airlines prior to leaving the motel to inquire about possible flights we spoke with Ms Sheila Johnson out of your Dallas location. Ms. Johnson is the ONLY person in your organization who understands customer service and for that matter understands her job. In a matter of 2 minutes after hearing my plight she had us set up through a different carrier. She gave us two (2) different time options as to which flight we could most easily make and both options were significantly earlier then the 8:30 pm flight we were offered from the previous phone operator. This now raises many serious questions which add to the already serious problems your company has with its customer service
My questions are:
1) How come the original male CSR had so many problems figuring out what the real issue was with the flight and why he did not accept help from the female CSR who was willing to help? Lack of customer concern?
2) How come an alleged “supervisor” is allowed to act so belligerently, heinously and egregiously towards American Airline Customers? Lack of training or concern?
3) How come an alleged “supervisor” is not properly trained to assist in such circumstances? Lack of training dollars?
4) How come an alleged American Airlines “supervisor” can be allowed to make such an abrupt smart ass comment or suggestion about “putting a cot in a separate area of an airport”? Is this evidence or indictment of AA CSR / supervisor training?
5) How come an alleged “supervisor” is not trained to immediately attempt to remedy such situations such as looking for another flight like Ms. Johnson knew to do right away? Let me guess, she was excused from that particular training class?
6) Is it customary for your alleged “supervisors” to gloat about saving American Airlines time and money? I understand each employee’s fiduciary responsibility to their company but what about fiduciary representation for American Airlines customers?
7) How come the original phone rep we spoke with on Saturday night did not look for other flights like Ms. Johnson did? Oh oh.. Let me guess again… another training issue?
8) Does AA own such a travel / airline monopoly that customer service, customer representation and over all performance does not need to be addressed? Has the fragile economy forced AA to dispose of training dollars that might further enhance increased sales in order to better secure their stock and financial standings?
I am dismayed, disgruntled and extremely disappointed that in this day and age, bottom line dollars has brushed aside customer service. I am not naïve to the fact that customer service issues are dissimilar based on various issues but to allow a situation(s) to accumulate when doing exactly what Ms. Johnson did may very well have disarmed this entire situation from its onset. Perhaps Ms. Johnson should be in a far greater position then she is so that maybe she can exact proper training. Ms. Johnson is the epitome of customer service. Unfortunately what she did albeit fantastic was in my estimation too late. This is something your alleged “supervisor” should have handled IMMEDIATELY instead of her condescending and denigrating tone and attitude!!!!!
Do the CEOs’ of both American Airlines and American Eagle truly know what goes on beyond the numbers? Do the Board of Directors? Or does smiling at enhanced stocks and saved dollars make up the understanding of how your customers are being treated? Perhaps the fragile economy has forced AA to cut training dollars since baggage fees are down? I have to really wonder if middle and upper management really knows how pathetic their version of training and customer service is. Does American Airlines really care about its customers beyond swelling stocks and bank accounts? Or maybe faltering stocks and bank accounts are indicative of your version of customer service?
Please spare me the typical and rhetorical pabulum you may spew to those who may not really care. I have never been so insulted and disposed of by anyone or company. Thank goodness for Ms. Sheila Johnson from Dallas. She is / was the ONLY one who seemed to know what was supposed to have been done from the onset. Even she asked why we had not been offered an immediate search for another flight. (She prefaced her comments professionally by saying she could only speak based on not having been present the night before). I will be passing along this incredibly execrably handled situation along to many. It amazes me that one simple gesture of assistance to help YOUR customers would have spared my wife and I $75.00 cab fare, $176.00 lodging (ONE NIGHT) and $72.00 parking fees! I am enclosing copies of the bills for documentation of my statement(s). I am also sure the media will have a feeding frenzy on this as well, especially if there is no significant response on your part. If you feel as though you are justified by not properly addressing this then again it is just another indictment to your philosophies on business and customer service. Interestingly and as a point of interest, The airline Ms. Johnson put us on informed me that had the CSR’s the previous night done their jobs properly my wife and I could have been home either that evening or early the next morning. Although I thought this might just have been propagandized conversation, after a little investigating I discovered that what was being told to us was correct.
I certainly hope that this never happens to anyone else as I would not even wish this on someone I dislike. Unfortunately American Airlines makes more frequent trips to Barbados where we have family but we will be searching for other airlines. I feel confident that this letter just like other similar customer service issues will be brushed under a rug but I will make sure that this incident as well as others we’ve encountered through AA is well documented.

]]> By: GARNETT LEARY http://www.elliott.org/help/american-airlines/comment-page-1/#comment-27702 GARNETT LEARY Tue, 24 Nov 2009 22:13:26 +0000 http://beta.elliott.org/photos/american-airlines/#comment-27702 DEAR MR ARPEY, PLEASE DO NOT CUT ANY MORE FLIGHTS. PLEASE DO NOT DEFER ANY AIRCRAFT ORDERS THE AIRLINE NEEDS THE NEW AIRPLANES. PLEASE DO NOT CUT ANY MORE JOBS. PLEASE DEFER ANY OF THE BOEING 737 AMERICAN HAS ON ORDER. FROM,GARNETT DEAR MR ARPEY,
PLEASE DO NOT CUT ANY MORE FLIGHTS. PLEASE DO NOT DEFER ANY AIRCRAFT ORDERS THE AIRLINE NEEDS THE NEW AIRPLANES.
PLEASE DO NOT CUT ANY MORE JOBS. PLEASE DEFER ANY OF THE BOEING 737 AMERICAN HAS ON ORDER.

FROM,GARNETT

]]> By: Gini http://www.elliott.org/help/american-airlines/comment-page-1/#comment-26182 Gini Thu, 29 Oct 2009 18:28:11 +0000 http://beta.elliott.org/photos/american-airlines/#comment-26182 A small follow-up to a comment I sent yesterday about a lost item on American. Today, I finally got a call from the claims agent at American. Within three minutes she was yelling at me over the phone, saying it was MY fault I left the phone on the plane and that therefore American didn't owe me anything...I should be grateful they were offering me anything. Finally, I just got tired of being berated so I told her to send me a check for the amount she had quoted (her "final offer."), that I would never willingly fly on American again (in spite of the almost 3/4 of a million frequent flier miles I have accumulated) and I hung up. About five minutes ago I got an email stating that she would need copies of all my receipts from the purchase of my phone. I responded with a copy of my original email from two months ago that started this fiasco. Attached to that email are the receipts that were also submitted with that original email. I made one addition, in my email to her I wrote, "Attached you will find the same receipts I sent you two months ago. It isn't my fault that you lost them." Petty? You betcha. Did it make me feel better? You betcha! A small follow-up to a comment I sent yesterday about a lost item on American.

Today, I finally got a call from the claims agent at American. Within three minutes she was yelling at me over the phone, saying it was MY fault I left the phone on the plane and that therefore American didn’t owe me anything…I should be grateful they were offering me anything.

Finally, I just got tired of being berated so I told her to send me a check for the amount she had quoted (her “final offer.”), that I would never willingly fly on American again (in spite of the almost 3/4 of a million frequent flier miles I have accumulated) and I hung up.

About five minutes ago I got an email stating that she would need copies of all my receipts from the purchase of my phone. I responded with a copy of my original email from two months ago that started this fiasco. Attached to that email are the receipts that were also submitted with that original email. I made one addition, in my email to her I wrote, “Attached you will find the same receipts I sent you two months ago. It isn’t my fault that you lost them.”

Petty? You betcha. Did it make me feel better? You betcha!

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