American Airlines

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!

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Hello Everyone,

My name is Josh, and I am beyond frustrated with the absolute disaster that has been my experience with American Airlines on 08/19. I was originally scheduled to fly on AA 2535 from San Diego (SAN) to Dallas (DFW) at 7:20 AM PST, with confirmation number ETOPJZ. The nightmare began at 5:55 AM when I received a notification that my flight was delayed until 12:00 PM. By that time, I had already gone through security and was waiting at the airport. Then, at 9:00 AM, I received another notification that the flight was further delayed to 3:30 PM.

I spent over eight hours at the airport, desperately trying to get on standby lists for earlier flights, but your team consistently failed to get me on board. To make matters worse, Elizabeth at the front desk near Gate 25 was shockingly rude and condescending when I explained my situation. After waiting for hours, she had the audacity to tell me to 'go outside' if I wanted to speak with American Airlines, claiming she was 'busy.' When I asked her to clarify, she literally meant that I should leave the secured area, pass through security again, and go to the front desk - something no reasonable customer would expect to be told in such a situation.

This level of disrespect and lack of empathy is appalling, especially when I had a business trip planned in Dallas and was staying at the Marriott from 08/19 to 08/21 for an IRS Tax Forum. My Marriott Confirmation Number is 9994****, costing me $519.39 (invoice attached). Not only did your team fail to get me on any other flight, but they also couldn't offer any alternative solutions. I even attempted to book new flights with both American Airlines (confirmation AA-DHTCGT) and Alaska Airlines (confirmation DEKHKF), but both were canceled.

The root cause of this entire fiasco was 'Equipment Maintenance' and not weather conditions, which makes this even more unacceptable. What are you planning to do to ensure this kind of situation doesn't happen again? And more importantly, how do you intend to rectify this issue for me personally? The lack of service and basic human decency shown by your staff, particularly Elizabeth, was catastrophic. I will be sharing this experience across social media and advising my company to reconsider using your services in the future.

Furthermore, it appears there is a severe lack of Standard Operating Procedures (SOPs) at the airport in handling canceled or delayed flights. The manual interventions I experienced, such as being walked down the ramp and waiting outside the airplane door twice to see if I could be boarded, highlight the poor customer experience and deficient software implementation at the reservation level. It is clear that your airline's system is unable to adequately rebook customers and automatically assign confirmed seats, leading to unnecessary frustration and delays. This speaks volumes about the inadequate logic and processes your airline has in place.

What do you plan to do to resolve this issue and prevent others from experiencing the same nightmare? I expect immediate action and a thorough response.

First, the trip from Salisbury to PHL on August 7, 2024, was canceled. This might be about the fifth time.

We were only notified by APP at 2 am. It cost us $400 to be driven to PHL quickly. My wife made special arrangements to have a wheelchair ready when we arrived at the C terminal. Unfortunately, no one was there!

The lady behind the wheelchair desk just ignored us, as did every single person (employee) who had an empty chair. A few weeks ago, I was diagnosed with cancer, so I carried a backpack as best I could. I had to stop frequently to catch my breath. It was a very painful and humiliating experience.

Disabled or not, being dismissed was terrible. My wife was so upset, she knew how difficult it was for me to even reach the gate. The treatment was deplorable, it almost made me collapse. No one was willing to help.

It was a horrible, degrading feeling watching my 5'2' wife carrying several backpacks as I struggled with one. How do you non-disabled people deal with this?

I spent a good 30 minutes on the American Airlines website trying to get a flight number that my son was on flying from Charlotte North Carolina to Milwaukee Wisconsin. I decided Ill just call Customer Service because the flight status application they have on their website only showed flights up till 830 that night but that couldnt be right because my son was on a boarded a plane left at 10:45, but they did not have it on any website.

so I found the website that had the information I needed on kayak I gave up on American Airlines their website and customer service because every time that I called customer service and the AI transferred me to customer service individual. I got disconnected time after time after time after time, so I realize that nobody was on duty thats what happens. They just shut it down. They dont even say that theyre doing that, but I have enough experience with a to know that thats what they do , I went online and I kayak and I found it.

I found the flight number and everything they had it but American Airlines didnt think theyre too big thats what I think they used to be really and I dont think so. Its terrible terrible terrible

AS I WRITE THIS I AM SITTING ON THE TARMAC IN AUSTIN TEXAS WITH 150 OTHER PASSENGERS GOING ON AN HOUR AND THIS IS NOT THE WORSTTHESE *** MADE ALL OF US INCLUDING 2 PILOTS AND 2 FLIGHT ATTENDANTS WAIT IN PHOENIX FOR 6 SIX HOURS BCUZ A WORTHLESS AND SELF CENTERED FLIGHT ATTENDANT DECIDED NOT TO SHOW UP FOR THEIR FLIGHTAND AMERICAN AIRLINES DID NOTHINGNOT ONLY DOES THEIR DALLAS CONTROL CENTER HAVE THEIR HEADS CLEAR UP THEIR *** BUT EVER SINCE THEY BOUGHT UNITED AIRLINES THIS IS THE WORST AIRLINE IN THE WORLD, and YES, WORSE THAN ALLEGIANT, FRONTIER, and SPIRIT WHO ARE STILL IN THE TOP 5 OF WORST COMMERCIAL AIRLINES IN BUSINESS AND THAT SHOULD BE OUT OF BUSINESS

THEY NEVER OFFERED ANYTHING EVER THRU THIS BS THOSE GREEDY BASTARDSNO INTERNET NO FOOD NO DRINKS NO CREDITSNOTHING!!!

AA cancelled our flights from JFK to JAX on August 3. They rebooked us on an alternate route to arrive in JAX two days later. This was unacceptable, so we bought our own tickets through JetBlue at the suggestion of AA customer service, with the assurance that AA would refund us for the AA tickets we were unable to use.

Still waiting for the refund, AA customer service is awful and states they have no information. I've been told to be patient and wait 3-4 more days for the past two weeks. We are owed $2000 for the AA flights we couldn't take due to their cancellation. And we had to pay a high price to get JetBlue to fly us home last minute.

I've tried AA chat assistance, but it was worthless. I've tried AA phone assistance, but it was worthless too. I've also tried AA email assistance, but it was equally worthless. No one admits to any responsibility for processing our refund, and they state those responsible for this cannot be contacted.