99 views
Junior Reviewer
0 comments
stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
1.3
Updated by user Aug 24, 2021

Its been almost 3 years and American Airlines has not done anything to resolve my issue!!!

Updated by user Sep 23, 2020

It has been more than a year from the date my lawyer sent American airlines a demand letter, and I have not received any reply, not even an receipt acknowledgement, from them. No wonder they have been voted the worst airline of 2020.

Updated by user Oct 14, 2019

On August 26, 2019 my attorney sent a letter request addressed to CEO Doug Parker, requesting for a for review of the conclusion reached by a Central Baggage Specialist. Instead of what would have been a PRUDENT assignment of the requested review to be handled by another person/supervisor, my request was sent to the very same specialist, whose decision is being appealed.

THIS DEFEATS THE VERY PURPOSE OF MY REQUEST!

Needless to say, my appeal was denied on Sept. 7th without a โ€œreviewโ€.

Updated by user Aug 04, 2019

My loss was $3125.00, not $3.00

Original review posted by user Jul 28, 2019

On Jan. 2, 2019, I took American Airlines coming back to the USA from an international travel, and my baggage was check-in all the way to MCO, my final destination.

When I arrived at my port of entry which was LA, I did not find my baggage (2 suitcases). Upon checking with AA's Missing Baggage Counter, I was told that it did not come in the plane with me, so a trace/locate was filed. Disgruntled as I was, I could not do anything but go home without my baggage. I was assured however, that AA will do all possible to locate them, and it will delivered to my home.

Via text message the next day, I learned that 1 suitcase has been found and will be delivered the next day.

It arrived as promised, however, one roller-wheel was broken. The 3rd day, the other suitcase was delivered to me pilfered. I called American Airlines to notifying them of these 2 issues, on 2 separate occasions, immediately after the suitcases were delivered. When asked, I was told that filing the claim by phone is all I need to do and AA will reach out to me in 30 days .

60 days passed with no action from AA, so I wrote the CEO.

Thereafter, an agent was immediately assigned to handle my claim. Via email, the agent sent me a Passenger Property Questionnaire which listed among its requirement, to provide copies of any airline ticket, purchase receipts, and baggage claim tag. This came as a surprised as I was never informed of this form nor documents/proofs that are or will be required for submission when I filed the claim on the phone; otherwise I would have saved all documents pertaining to the trip.

I completed the form as requested and of course, I did not have all the documents/proofs asked for. I however, did have numerous alternate documents/proofs, which was more than the requirements, and in itself alone, fully substantiated my claim.

Days after filing, I received a phone call from the agent advising that she "understand my position and the circumstances why I could not provide a receipt, and finds my reasoning and circumstances acceptable"; however, she cannot reimburse me for the total loss as I could not provide receipts!!! Seriously? Unless the meaning of the word "acceptable" has recently changed, I do not understand the reason for the denial!

I was advised I will reimburse me for $225, but it is not acceptable since my total loss is $3125.00.

Calling American Airlines...you need to look into this further. The agent's actuation leaves nothing but bad taste in the mouth.

.

Reason of review: Poor customer service.

Monetary Loss: $3125.

Preferred solution: Full refund.

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment

American Airlines Reviews

  1. 526 reviews
  2. 207 reviews
  3. 92 reviews
  4. 47 reviews
  5. 45 reviews
American Airlines reviews