Resolved: American Airlines - Customer Service Woes - Repeated Dropped Calls
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Company fixed the issue and I have been provided with full refund. Miles were reinstated and fees reversed.
I called again today (12/3/24) and spoke with Derek and subsequently Giselle.I was able to provide some reference numbers which gave Derek and Giselle a head start at the details, but I did have to fill in some details for them. My impression is that they handle so many of these, and that their data capture system is woefully inadequate.The good news .
. .Today the call was not dropped.Giselle ultimately was able to reinstate the miles for me, and reimburse the tax and fees assessment.This has now been satisfactorily resolved.Getting to this point was awful, however.
After calling 4 or 5 times, each call except the last one being dropped, AA has yet to acknowledge my request. I went to a site to "check the status", using the case number an agent provided.
The site reported that they did not have record of my case. AA has one last chance to contact me for resolution. I am finished pushing this rope.
My next call to American Airlines will be to close our accounts. I will never use this company again.
Time spent on my end trying to resolve so far: 4 hours
On November 8 we boarded our flight in Denver bound for South Carolina, connecting through Dallas. Once we were fully boarded the pilot came on and said we would need to delay 30 minutes so that they could "change the oil." This was the first flight of the day for this plane (no one had disembarked) and it was an 8am flight.
This, along with the need to de-ice, caused us to miss our connection in Dallas.
We worked through most of the day to get another flight, but were unsuccessful. Because it was a quick trip we decided to cancel our trip and return to Denver. The first flight opportunity was the next day. AA did not offer to put us on another airline, even though I asked.
AA admitted they were at fault and put us up in a hotel for the night and gave us meal vouchers.
I have called several times asking that my purchase (airline miles) be reimbursed. Each time the agent takes my information and puts me on hold. Each time, after several minutes the call drops. On no occasion has the agent attempted to reconnect with me.
At the moment I am on my fifth time to call, each time starting over, and speaking with Kelly.
Kelly appears sympathetic. She is gathering information and says she will have to speak with her supervisor to get the miles credited back. She promises she will call me back if the call is dropped.
Kelly took my information, and provided reference information that I can use for subsequent discussions. She said she would send a link through which I could request the re-instatement of my airline miles.
She then referred me along to another department and I continued my conversation with Lise.
Long story short, Lise took my information and submitted it to the appropriate department for their consideration. Hopefully Lise's submittal will work and I will get my reimbursement.
Or, hopefully the link will work and I will submit this same information for consideration.
Bottom line, this should be a very reasonable, straightforward request and adjudication process. It is not that.
User's recommendation: Well, if you interact with AA customer service, be sure to get the agent's name, try to get a case number, and plan to spend a good deal of time getting your issue resolved. And be sure to pack your patience.
Preferred solution: I would like the airline miles for my trip to be reimbursed and for AA to also provide a consideration for our ruined weekend..
American Airlines Pros: Many good people working within the system doing their best.
American Airlines Cons: Even with good people resolution has fallen short.
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We sincerely apologise for the inconvenience caused. Please share the following details with us via DM for further checks: Full name on the reservation: Booking reference: Email address: Reachable Whatsapp number with country code; We look forward, AA