AA
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Category: Travel
Contact Information United States
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AA Reviews
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txchampaign
March 1, 2011
Clean Up the plane For Us!
A couple of days ago I flew from San Antonio to Dallas Texas then onto another destination. When we deplaned in Dallas, the Stewardess came on the speaker and told us to pick up after ourselves, fold the balnkets, place them on the chair, close the window shade and bring up any trash...she added, so that our next passengers can quickly board.
You never heard so much bad language, negative comments, sarcastic laughter, boos and anger from the passengers. The audacity of this woman thinking that after WE PAY AN AMERICAN to fly we also have to clean the plane for them? People were yelling, "So, do I have to vacum and clean toliets too?
Her demands backfired as people left the window shade up, tossed the blankets and dumped trash where they could! Disgusting flight and stewardess!!
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David K
March 1, 2011
Heartless & Inflexible
I received two AA Awards as a retirement gift last July. Knowing they expired in 12 months, I put together a vacation itinerary for my wife and me by mid-June; called Business ExtraAA to ticket the trip and I was pleased. Later I received an e-mail that the award had expired 7 days earlier and should call AA. I did -they said "Sorry"!
I had been a Platinum & Gold Elite customer for a number of years. (They used to have GOOD customer service- some years ago) - This inflexibility is a huge disappointment!
I do not recommend AA as a preferred airline --maybe last in line!
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Hotbroker
March 1, 2011
Downgrade on Missed Flight
My wife and I just completed a trip to Europe using AA partners in First/Business Class. On our return flight from Brussels on Jet air (great service) they were 2 1/2 hours late. Needless to say we missed our Newark connection to Dallas. All the agent would say was of course it was not their problem or fault. They put us on a flight three hours later in coach. Do I have a complaint to get my miles back for the leg we had to fly coach?
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Al Frustrated
March 1, 2011
More than Upset
After 8 years since I had seen my family, I chose AA to take me home from Boston, MA for a quick two-week vacation to Brazil.
The first flight at 7:30pm was delayed due to bad weather(perhaps in Indonesia because it was beautiful in Boston and eastern US) and I begged the AA employee not to board because I didn't want to spend the night in an airport. She ordered me to board as my luggage was already in the aircraft(they called that an aircraft) or I would have the ticket cancelled and she guaranteed me I was good. I boarded frustrated expecting things would be better. The connection in NY's JFK took off 10 mins earlier and I could see from my plane the gate from where the plane to Sao Paulo was leaving. I was devastated and asked the flight attendant(or "fight" attendant) if he could do something to help me. His answer was: " Good Luck ".
I spent the night at NY's JFK outside the security area where the homeless usually spend their nights, lots of them. Not a place to seat was available and the AA employee showed me the way to a bench that could barely fit half of a small butt. It was like I was talking to a 6'x6' refrigerator with no signs of willing to understand me and my frustration. I stood all night.
At 3:30 am another AA employee told me she was going to try to book me to Miami and then Sao Paulo. She did it and guaranteed me my luggage was going with me(where to?) The flight to Miami was full, stinky and hot because the A/C was very low. I arrived in Sao Paulo at 10:30pm after 4 hours of laying over in Miami. My luggage didn't arrive, even after being guaranteed, again, in Miami that they were on the plane. My medication for the next 24 hours was not in my carry-on because my trip was supposed to last 12 hours and it lasted 30 hours.
I got my luggage on the next day at 9 pm, 52 hours after leaving my home in Boston. To my surprise, my luggage was all messed up and many items were missing, including electronics. NO ONE knows what could have happened and I am still fighting to get my belongings back.
OH! I almost forgot! AA credited my account with 2500 bonus miles.
I couldn't be happier. And I don't want to write about the flight back to US. What a failure.
Please AA, get lost!
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polycr
March 1, 2011
remarcable and unaceptable service at the front desk in the airport
Its just incredible that an airline can deliver this kind of costumer service, if you can call costumer service to this arrogant and insensible people that work at american airlines at night in san antonio airport, my mom is hipertense and diabetic, she was fliyng from costa rica to dallas, but because the bad weather the airplane was late two hours thirty minutes, so she miss the connection airplane to san antonio, so they place her in the waiting list, she tried twice to find a place in other airplane, but they told her that some people that came first had preference, she tried to explain them her condition and that she was flying since 10 am that morning almost 8 hours without taken her medicine, and the people in Dallas just ignore her, the manager last name Lopez, send her at 1:00 am to a ramada inn and gave her a ticket to go to dennis, even if she had first class tickets, I tried as well to talk with the people here in san antonio about my mother health condition, this lady suzanne just ignore me, she doesnt even gave me a number or reference to call, them a lady that refuse to gave me her name (never using a name tag) wrote an a little paper a number to call and send me on my way because she said that she was pretty busy finding some bagagge, so because I was so worry I call the airport police that found me a number, help to fill up a claim and this wonderfull police last name secrest help me and call the dallas airport to make sure my mom was there and fine, so I tell the clerk or this lady that check the bagagge, that the police knows better how to locate passengers and she just told me that the police was helping me because He WAS FLIRTING WITH ME!!!when I told her that shewill be in problems for what she said she call the POLICE FOR ME!!! that was too much to resist for me and I can tell, this was one of the most embarrasing and humiliating experience that I ever had and I gonna make sure that I will never, me or my family, fly with american airlines anymore, its just a shame that they keep the name of american airlines for this deplorable behavior, by the way, Im the owner of a vacational plans to costa rica so this company "american" airlines it gonna be out of my recomendations for my costumers.
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fedup
March 1, 2011
Customer service stinks!
My sister left her pocketbook on the plane at Logan airport in Boston. She discovered what she had done at the airport car rental and went straight back to AA. No one there spoke English but she tried to convey what happened. We both spent the morning trying to reach a human being and got nothing. They just kept giving us the Lost and Found number, which no one answered. The Lost and Found answering machine said that if they didn't find the item you were looking for, they would not return the call. AA is completely unhelpful. I kept wondering what would happen if something beyond losing all of your IDS and $400 in cash happened. What if something life threatening took place. Would you get an answering machine for that, too? I spoke to several employees, all of whom were robotic and surly at best. From now on, I will avoid taking AA airlines when I fly.
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Gretchen Eggert
February 28, 2011
Poor Customer Service
Five minutes after departing in DFW my daughter discovered that she left her Red Blackberry Pearl on American Airlines Flt#1955 on 11/20/08. The gate agent Loletha Bush confirmed with the aircraft that they had the phone. My daughter waited one hour. No one from the aircraft ever walked up with it and Loletha never walked down the ramp to retrieve it. Loletha's solution was to take my daughter's contact info and get it to Lost & Found to be returned later or book her on an even later connecting flight. These solutions are outrageous. Why not just give her the phone now, problem solved. It has now been 18 days and it was never turned into DFW Lost & Found. I sent many emails so American Airlines could start an investigation/inquiry. You can imagine my frustration when each response referenced the first response. SEE BELOW
December 2, 2008
We have received your email regarding your missing cell phone. However, we indicate a response was provided on November 24 to an earlier email when your mother wrote on your behalf. A copy of the text to our previous response is as follows:
November 24, 2008
I'm sorry to learn of your daughter's missing cell phone. I can understand both your disappointments and frustration.
Although I don't have the benefit of seeing the circumstances unfold, the responsibility to handle such matters rests entirely with the station's lost and found office. Learning that you have filed a report with them, just to let you know, they will ONLY contact a customer if the item is identified. Mrs. Eggert, I hope your daughter's cell phone is found.
Sincerely,
Roberto Silva
Customer Relations
American Airlines
My daughter's cell phone wasn't missing until American Airlines LOST it. I notice a common trend in these email complaints. Their inability/refusal to handle their customers. They are trained to give you the run around. I just booked my daughter a flight home for Christmas on Delta. She will spend an extra 2 hours in airports, but I would rather inconvenience her then give American Airlines my business.
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Doug Tokayer
February 28, 2011
Unfair
We arrived at Miami International Airport for our flight # 1344 on March 8, 2010, and boarded on time. The crew reported mechanical problems and we were asked to de-plane. After de-planeing the attendant announced over the PA system that our flight was cancelled and that there were no other flights available to New York on American since they were “all over-sold”. She said “ you are on your own; there is nothing we can do; this is no joke”. We were given no information regarding alternate flights, other routes, overnight stay, meals; nothing! My wife and I each own our own business and had important business to attend to on the following day, Tuesday.
Needless to say, this seeming lack of concern for our situation left us feeling frustrated and angry.
We then got on our cell phones to the various airlines that have New York routes. Jet Blue was able to provide us with 2 tickets to New York JFK leaving from Ft. Lauderdale at a price of $379.70 per ticket (receipt attached) at 4:35 on Monday. Additionally we incurred additional expenses of the taxicab to Ft. Lauderdale and lunch for the two of us.
Since the American Airlines personnel announced we were ”on our own’’, we naturally assumed that reasonable costs would be covered for our alternate plans.
In several correspondences with AA they have stonewalled us stating "We wish we had it in our power to guarantee that planes would always arrive on time and that delays and cancellations just wouldn't happen. Unhappily, we don't"...this simply doesn't answer the point: First, it was AA's mechanical error; not weather related or 'act of God' and secondly, even it was weather related, to say "you are on your own" is unacceptable. And then once AA has taken zero responsibility, customer service gives some ridiculous answer to the situation.
We have asked for our flight costs on Jet Blue and Taxi expenses be reimbursed by AA: they countered with 10, 000 FF miles! Unbelievable!
I look forward to hearing responses/ advice...
Very disappointed AA customer (did I mention I am also a Frequent Flyer?!!)
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ccaps
February 28, 2011
Forced to wait 6hours in Delhi to print boarding pass
Routing through Delhi as a single woman with one checked bag and a first class (mileage upgrade) ticket - is a nightmare. You will get screwed by either the airline or the airport. Get a visa and go through the external line - at least there is interesting people watching. . . On my group trip, AA staff were so condascending, rude, and ill equipped to deal with passengers, it was the MOST HORRENDOUS experience I have ever had. I travelled extensively, and have had better service in developing nations' airports - with dirt runways, intermittent power, and no English. There is no excuse for AA staff's behavior.
What happened: After going through an elaborate transfer desk and security search, all transfer passengers were shuffled into a wing of the airport with no signs or employees from any airline. Just seats, a phone, and tea stand. No one from our flight had a clue what was to happen next - where to go or what to do. So we all got on the phone and tried to call the airline desk at the airport. I very proactively tried to get my luggage and go into the gate to wait for my flight - instead, I was given three incorrect telephone numbers to AA by airport staff (clearly trying to get me out of their face rather than do any actual work) and told to wait until I was called - some 3hours later.
The woman who 'helped me' grudgingly took my boarding pass and asked me to wait in a hallway until she 'found my bag' and got me another boarding pass. I was there for 3 MORE HOURS, before she returned with no explanation, no hurry, no baggage, and a boarding pass for a lower class seat. Now, I had cashed in ALL my miles for an upgrade - and she laughed derisively when I told her that I was confirmed in 1st class.
During my entrapment in this random airport hallway, all AA staff were rude and refused to even try to help me - the men leered at me, I was whistled at by AA staffers despite my conservative dress/appearance, and told to wait for '5 minutes' in the hall despite all my attempts to get information or service of any kind.
I understand that we make choices to fly with certain carriers based on price/availability/schedules and that customer loyalty is often an empty threat to an airline these days. . .but my business will never launch in Delhi because of AA staff and airport workers. I simply cannot ask my clients to deal with the misery I went through. I also will not be heading there anytime soon.
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Waterbob
February 28, 2011
Blame it on the weather "NOT"
I recently changed positions with my company that requires me to now travel across country instead of within the Western US. I have always been a loyal Southwest customer, however with my changing needs, decided to fly with American Airlines. I now know that was a mistake.
My trip began with American Airlines (AA) in Omaha, Nebraska, Tuesday December 8 headed to Chicago. This was an American Eagle flight. My travel partner and I changed our flight to an earlier flight due to the coming snow storm. After a relatively smooth boarding process in Omaha, we began to push back from the gate and stopped….we were told that because of we sat at the gate for so long, and because of some changes in contingency plans, we did not have enough fuel. We returned back to the gate and put additional fuel in the plane and then pushed back from the gate and to the de-icing staging area. A de-icing truck arrived, and promptly broke down while beginning the de-icing process. It took a mechanic over 2 hours to get the truck moving again (it appeared to be an issue with the brakes). Meanwhile, airplane after airplane was being de-iced and released for takeoff. Once the truck was repaired, we were de-iced and took off. These delays caused us to take sit on the aircraft for an additional 3 hours. Why was there not another de-icing truck sent to complete the job? Why wasn’t your de-icing equipment better maintained with the coming winter? Poor maintenance and poor contingency planning caused this flight to be significantly delayed, causing us to miss our connection in Chicago…which is another paragraph filled with issues.
Once arriving in Chicago, we were scheduled to leave Chicago headed to Rochester, Minnesota departing at 5:40 pm on another American Eagle flight (Flight 4049). We boarded the plane and sat at the gate. Again, the first de-icing plane that arrived broke down and was unable to de-ice the aircraft. We waited approximately 1 hour for a second de-icing truck to arrive. We were successfully de-iced and ready to depart; however, the AA gate attendant had not pulled the gate back far enough for our plane to successfully leave the gate. We waited for an additional hour, yes, an hour, whey someone was located to simply move the gate back about another 10 feet…..we then left the gate and headed toward the runway…when we arrived at the runway, our captain pulled over to the side, and came on the intercom after sitting there 15 minutes and announced that because of all of the delays (incompetence), we now did not have enough fuel to go to our destination. He told us we had to return to the gate to refuel, and de-ice again! We returned to the gate and refueled. The captain then told us we were still on to go to Rochester, but had to de-ice again first. The de-icing process was started and then stopped. The captain came on the intercom and announced the flight was cancelled. However, the issues and incompetence did not end there.
The flight attendant on the flight was extremely rude. He stomped around the aircraft, slamming doors and being very abrasive and belligerent to passengers. One passenger wanted to know if he could get off the plane when we came back to the gate to refuel and de-ice again to get something to eat. Instead of simply answering the man, he came on the intercom and told all of us, “If you get off this plane, you are not getting back on. I am not standing in your way, you do what you want” And that is a direct quote. He angered many of the passengers….Once the flight was cancelled, we were told that the agent at gate 19 would assist us in rebooking our flights, that we should make sure to stop at the gate for assistance. All of us left the aircraft and formed a line at gate 19, where a flight to Columbus OH was about to board. The gate agent was unreasonable, rude, and confrontational. She told us to “Get out of the way, I am not going to help you. I have another flight to board. You will have to go somewhere else” Passengers were confused and did not know what to do. Instead of politely giving instructions, she barked out that she wasn’t going to help us and to get out of the way. I asked for her name, and she told me “I’m not telling you my name, ask someone else” and then began talking loudly into the intercom at the gate so that I could no longer talk with her…..unacceptable, totally unacceptable behavior.
So, after sitting on a small commuter plane for almost 4 hours, watching one incompetent action after another, while enduring a rude, obnoxious flight attendant….we were again abused at the gate by an agent that was supposed to assist us.
I have been traveling for over 15 years and I have never seen such incompetence nor endured such rude, obnoxious, irresponsible customer service. I have been a happy Southwest customer for many years. American Airlines has certainly left its negative mark on not only me as a customer, but everyone on that flight. This was the worst customer service experience I have ever had. I understand bad weather, delays, even cancellations…but when you have a company whose total business model is based on good customer service, proper maintenance of its equipment, and providing a service….you better make great improvements to survive. American Airlines is not an airline that I nor my coworkers will fly again in the future.
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