American Airlines
Reviews and Complaints

Might as well go ahead. Im gonna be on hold & in the car for over 2 hours anyway. Long rant but if youve ever had a terrible travel experience, Id bet money we have you beat!

Sun we were supposed to fly from Louisville to the Grand Cayman Islands (GCI from here on). We were to have a stop in Miami. We got to the airport & the flight was canceled due to the hurricanes. Ok, we are disappointed but understand. Re scheduled for Monday. This time Louisville to Charlotte to GCI. Changed everything from Sun-Sun to Mon-Mon. No big deal. Mon we get from Louisville to Charlotte & as were walking to our departure gate, the flight to GCI gets canceled due to the hurricanes. Again, ok, well figure something out. Dutch & I go to the American Airlines (AA from here forward) customer service desk. We stand in line 5.5 hours. Again, were disappointed but its hurricanea, no ones fault, but at this point what are our options now?

Theres a flight Tues morning, but its full & has lots of standbys, & could possibly get canceled too. So, the weather looks great this week in Gulf shores (GS going forward). We decided well go there. We have insurance on the GCI trip, do well do it later when we can get a whole week, probably have better weather, etc. So, AA, can you re route us to Pensacola (hour from GS). No, thats too many miles from your original destination he even called a supervisor & asked because we are AAdvantage members, supervisor said no. Offered to fly us back to Louisville & it would be like our trip never happened & basically wed have the full flight for later. I said were going to rent & car & drive to GS then drive home later. He says well, you wont get a full refund because you flew the first part of the scheduled travel. Wait, what? Ok, kid, this aint you, Ill deal with that later. But wait, what about our luggage??!! This is where it get really good. We go stand in another line for 2 hours. Were told OK, well pull it, itll be out here in this pile in 8 hours!!! Maybe sooner but probably not. We get our rental, go eat, rent a hotel room, go back in about 7 hours. At this point I realize my 84 year old mother in law has her medication in her suitcase. I thought it was in her carry on. So, I open with that. Hear are the words they dont care about medication, they dont care about heart devices, they dont care about CPAP machines. Ok lady, just wheres my damn luggage? Oh if its not out here, its not gonna be out here.

What? Where the *** is it? Its here but we cant or wont pull it Cant remember now which words. Ok, well wheres my luggage going & how can I get it soon? Oh well, where are you going? Weve rented a car & were going to GS. We decide together that the Pensacola airport is about an hour away, she will re- route it there, it will be there tomorrow, we can pick it up there. Great, its on the way to GS. Oh, wait a minute, one of them just came out on the belt. What? I thought they were NOT going to come out? Only 1 came. Ok, Ok. Is there ANY way the other 4 will not be in Pensacola tomorrow? No, Im re-routing, they will be there. Ill putting your phone # in, theyll call you, you can pick it up or if you have an address, they may even deliver it to you. Ok, ok. Oh & here girl, Im not supposed to give you this, but heres the # here to our baggage claim desk here & the one to Pensacola, but remember Im not supposed to give it to you, wink wink. Alright, were gonna salvage this trip, were gonna have 5 great days in GS & were gonna reschedule this fabulous trip to the Caymans.

We lay down at midnight, get up & 6 & off we go to GS. Checking the AA ap every hour for any changes to our baggage status. Finally see a change, ok this is gonna happen, says loaded on a plane in Charlotte. Keep checking every hour for it to say something about Pensacola. No change . No change. Then UNLOADED IN THE CAYMANS WT absolute F??!! Start calling the 2 #s that Im not supposed to have, recording says not accepting calls at this time over & over & over. Also tried Pensacola baggage, same recording. Find 3 #s for the Cayman airport. 1st # no answer. 2nd # private jets only (dont I wish I had one right now)! 3rd # oh honey, you have to talk to AA. Oh honey, dont I want to??!! Called AA customer service, at least a 2 hour wait. Im current at an hour & a half. On Sunday, I held for over 5 hours & no one ever picked up. Wonder if they will today??!!

Funny thing is, no one was super upset or acting like an a&$ (including me if you can believe that. However, not one AA employee was sympathetic at all! It was like they were told not to be nice or be a damn robot.

Point here, dont fly AA. Im an AAdvantage card member & have been treated like total ***

However, well get my luggage at some point. Well have to go shopping today. We will enjoy 5 beautiful weather days in GS. We will get our Cayman trip in December. Were super blessed that were able to go GS right now for our girls. After all, this was Kerrigans high school graduation gift (she moves into her dorm on 8/19) & Brooklyn is about to start her last year of grad school.

Wish I could tag AA. Well see how the rest of the shakes out, cross your fingers that I dont lose my mind!

#americanairlines

2nd post:

At this point this whole AA saga has just transformed into a joke. I swear to the Lord above I must be being punked. You absolutely cannot make this crap up. I think when its all over Im going to share my call log from my phone. You know of everything in the airport on Tuesday & most of what happened yesterday. Heres the new stuff. I did hold over 2.5 hours yesterday, actually I held for 3.5 hours & no one answered. I cant tell you how many times I called the 3 baggage claim desks (Charlotte, Grand Cayman, & Pensacola)! Pensacola did answer 1 time yesterday & the lady said she couldnt help me but told me to go to aa.com/findyourbag & file a delayed baggage claim. Ok, ok, Pensacola had nothing to do with this, Ill do it. So, I go there & guess what??!! You need some 13 digit code that they were to provide and/or it needs to be more than 5 days! So, the calling/unanswered calls went on the rest of my day! I wake up at 5:00 this morning & I think maybe, just maybe i can reach someone this early. I did not have to hold this time, it said wait time was 30 minutes & I could enter my phone # & theyd call me back when it was my place in line. Ok, cool. Someone calls about an hour later. Seems trying to help, but says I have to talk to baggage, she transfers me (its 6:00 at this point), baggage starts taking calls at 7:00 so it hangs up on me. I call back. This time wait time is 45 minutes. I again am allowed to put my phone # in for a call back when its my turn. I do. Phone rings an hour & a half later & its a recording for a 2 question survey & it hangs up! Never spoke to a person. I just now put my # in a 3rd time this morning, well see what happens! Im doing nothing further today. We are going to enjoy the next 5 days here. This is Kerrigans trip & she has her luggage (thank you Lord)! We have a washer/dryer here. You will see the rest of us in pretty much the same clothes everyday, but rest assured, they will be washed every night. Cant handle anymore. Time to enjoy my family. I guess well get the luggage eventually! #americanairlines

Id love it if yall would share & post both my AA stories & tag them. Someone there really should know this stuff. If I were a corporate AA person, i would be beyond embarrassed!

Yall have a great day! I know I am!

I received an email from American stating my reward points were going to expire. I emailed them back stating my card said they would not expire and wanting to confirm the points would not be expired.

I got no response. I did follow up emails and attempted phone calls but unable to speak to a representative. In fact when you request a rewards representative from the automated system, they cut you off. I logged into my account and was given the opportunity to BUY my reward points back!

Points I earned by flying American.

Which I will do everything I can NOT to fly American. This company needs to be investigated for fraud and blackmailing the customer.

Our flight 5099 was set to take off on 2/1 at 6:10 pm. We were told there was an issue with the landing gear and that maintenance hasn't signed off on the paperwork or that the paperwork they submitted to the pilot was incorrect.

Now, I'm hearing there is a paperwork glitch in the computer. How unacceptable is this? It sounds to me like the buck just keeps passing back and forth from the pilot to the maintenance department. What's really even worse is that the flight attendants are just chatting between themselves, not offering passengers so much as a bottle of water.

Very unprofessional flight crew! This is so unacceptable! I won't be flying American Airlines ever again.

Communication was very poor and truthful information was not forthcoming. I had to pry it out of the first mate or whoever he calls himself!