Update by user Jan 09, 2013
Received a very rude call from A Mr Bernotelli in American's baggage service who told me the bag will arrive on 09JAN on AA101. I told him it's likely that I wouldn't be in the US anymore.
He told me the bag will wait until I return at JFK. I asked to speak with a supervisor and he told me to contact Customer Relations that no supervisor could do anything or would and this is what it is! I reiterate STAY AWAY FROM AMERICAN AIRLINES!!!!!!!!
American Airlines is the worst around. This is from what was formerly a loyal customer of the airline -- never ever again!
Original review posted by user Jan 08, 2013
Arrived to JFK on Sunday afternoon. Being an Exceutive Platinum with American Airlines and knowing that they have a tendency to lose bags (numerous times in 2012 and why should 2013 be any different) I opted (actually insisted) when at the gate in London that they tell me whether or not the bags made the connecting flight from Frankfurt. They told me not to worry as a 3-hour connection was plenty of time. Of course, it's plenty of time but American and British Airways have lost my bags plenty of times as well. And well,,,this would be no different. As the aircraft door was getting ready to close an American employee boarded to tell me that my bag was NOT on the plane and would arrive on the next flight to JFK two hours later. When I got to JFK I went to the AA reprsentative in the arrivals Hall and he insisted that I mustu wait until all the bags cleared (even though we knew it wasn't on the plane) before I could have the pleasure of exiting and filing a complaint. Knowing better I just went out of customs (since a lost report can't be filed inside --- makes no sense but part of the poor service at AA and JFK) and went to the Priority Access line in the baggage service office. That is just a rope because there's no agent there to handle guests. There was one agent to handle about 30 people in line!!! Clearly a joke! I went to the front of the line and insisted that a supervisor come out. After about 20 minutes "Charlie" appeared -- took the report and of course wouldnt give as much as tooth brush (not that I needed it but was curious to see if American made any improvements since my last claim at JFK). I was given a "special" number to contact American at JFK -- well since Sunday night (over 36 hours ago) noone has answered at that number. When I contacted the regular baggage service and asked them to try they also couldn't reach anyone at JFK. Their answer is just "noone is answering and there's nothing I can tell you". Ironically, each time I spoke with American Airlines throughout the day (which also included spending almost $500 in replacing items and clothing needed for a meeting yesterday) and countless of wasted hours on the phone with inept employees at an even more inept company here are some of the stories told: (a) Your bag has been found in Frankfurt and will arrive JFK at 6pm and is set up for rush delivery and should be at your hotel by 8pm (b) There is no update on your bag (c) Your bag was found 2 days ago but unofturnatley there's no further update NOTE: The bag had been lost only for one day. These people are totally NUTS! (d) Your bag is in customs now and will be delievered soon (13 hours ago -- and 2 hours before the flight was to have arrived with the bag) (e) No further update on your bag (f) Someone from customer relations will be calling you within an hour (heard this on 4 separate occasions) (g) BAGGAGE DEPT: Let me connect you with the Executive Platinum Desk - they can assist you further; after 20 minutes on holding for the "connection" EXECUTIVE PLATINUM DESK: I don't know why they connected you here - we don't deal with baggage issues. I'll connectyou back CLICK Do you really think anyone can deal with such in competencies and lies! One thing for sure STAY AAWAY FROM AAMERICAN AAIRLINES! The worst in the air, on the ground and on the phone! Needless to say this will be my last claim with American Airlines. I have one flight left and after that my allegiance is being given to other desiring and wanting carriers (with over combined 400,000 miles flown in 2012 it shouldn't be a problem finding an airline that would be willing to treat me better).