American Airlines is the worst airline I have ever dealt with. I had to cancel an international flight for a vacation that I was supposed to go on- however my 24 year old brother died unexpectedly 3 days prior to my trip.
I notified American Airlines immediately, and they refused to issue a full refund because I didn't purchase trip insurance. They had no compassion or empathy for what I (their CUSTOMER) was going through. I was told to promptly send them a death certificate and I would be issued a refund. I did so within the same week- and was notified that they received all of my information I sent them.
A refund was never issued. I have followed up weekly for 6 weeks now. And I have not gotten any responses. I have spent HOURS on the phone with customer service representatives who have advised me that only one department deals with refunds.
Additionally, I have sent several faxes to TWO different departments at American Airlines attaching the death certificate and all of my previous correspondence. STILL- I have not gotten an answer. I was even told by a customer service MANAGER that she would escalate my issue, and she provided me with an additional number to fax, and my issue STILL has not been resolved. Not only has it not been resolved, but American Airlines has refused to respond to me.
I will NEVER use American Airlines again. My hotel was refunded immediately, and you're telling me it takes 6+ weeks to even get a hold of ANYONE at the airline that can assist me???
I am an attorney, and this is surely a violation of the Massachusetts consumer protection laws covered under MGL chapter 93A and I will be contacting additional counsel as well as the Better Business Bureau. THIS IS 100% an unfair and deceptive act on behalf of American Airlines.
Product or Service Mentioned: American Airlines Flight Booking.
Reason of review: Poor customer service.
Monetary Loss: $10000.
Preferred solution: Full refund.