I work for a mission organization and in March 2007, I led a group on a mission trip to Ecuador. There had been many challenges on this project and I was looking forward to my trip home.

My flight originated in Sacramento, then to Dallas, on to Miami and then to Ecuador. I would be taking the same legs back home. After I returned to Dallas, I was waiting at the gate, where they announced several times that the flight had been overbooked and they were looking for three people to take a later flight. I was exhausted and did not want to delay my return. The first announcement offered a $100 voucher for American. The next announcement offered $200. And the third announcement offered a $300 voucher and some other incentives. No one was taking them up on the later flight and they were getting desperate.

I had chosen a seat at the very back of the plane, and was therefore in the first boarding group. I had a very small backpack (smaller than a standard purse), my camera bag and my carryon. When I got to the area where they scan your boarding pass, I was told that I had way too much luggage. I told them that my backpack and camera bag always got stowed under the seat in front of me and my carryon would go in the overhead compartment. After all, I had already completed five legs in my trip that way, without any problems. They told me that there was no way they would let me on the plane with my “excessive” items. When I got upset, they told me if I was to say one more word, they would kick me off the plane. That’s when I realized that this was how they were going to solve the overbooking problem.

I reluctantly gave them my carryon case, which I watched the lady at the gate chuck in a corner. As I moved down the gangway, I heard the two American employees make fun of me to the people behind me in line.

Some friends of mine that had joined me on that trip and were not boarding until later, told me that they were told if they didn’t put their tiny video camera in her purse, they would have to check it or be kicked off the plane. Can you imagine? The camera was around her neck on a strap and was literally 4” wide and 6” long. When I told them what happened to me, they were furious. It is obvious to me now, that American has given their employees complete control to do whatever necessary to resolve overbooking issues.

Upon arriving at home, all my fragile items in my carryon were broken. I had a laptop from my work in there and was afraid to even turn it on. Luckily it worked, but all other items were beyond repair.

I travel extensively for work and will never take American again. I’d rather pay a little extra, to not have to deal with them again.

A year has passed since the horrible inhumane incident that happened on March 19th and 20th of 2006, and I still feel the numbness from the discriminating remarks from 2 agents (by the name of Carver and supervisor Smythe)towards my disabled child, I still feel it as a slap in face and worse the poor investigation that the so called customer relations representative (in texas) Higbee made without even taking into consideration that I had 2 witnesses that saw and heard the poor treatment. Ms Higbee concluded there was no discrimination in their part and practically spit in our face and just want us to move on.

A year ago we traveled to California during spring break vacation and since American Airlines likes to rip of people by selling two tickets for one seat and treat customers as first come first serve basis, we lost our seat and ended up waiting over 26 miserable hours on standby at LAX airport. After 18 hours with out sleep from having to move from one wait area to another and due to busy airport my disabled child started getting very exhausted and I started to worry about her condition due to possible seizures or convulsion from exhaustion and I went to many counters begging and asking if we could get an immediate flight due to her condition and when I explained my concern agent carver responed in a cold and cruel manner "well im sorry the flight is booked and if she starts having one of those convulsions please take her to another waiting area dont let it happen here." I was in shock and I immediately asked for a supervisor and then spoke with a Smythe and when I informed of the situation she responded "what are you doing traveling with a disabled child?" How insulting, am I supposed to keep my child locked up because she was born with a disability? who in their right mind could say such harsh comments!

I then put a complaint to the co called American airlines customer relations and an unprofessional agent by the name of Higbee responded and advised me that a complete investigation was done and that American airlines played no part in discrimination. (Even though I advised her that I had 2 witnesses that were standing by the counters and were willing to testify.) The customers relations agent informed me that although the investigation was completed, American Airlines will take my concern and comment for room for improvement and that my comment would be forwarded to the managing director in Los Angeles for an internal review and that my criticism has been used constructively. (with a slap in the face) I have yet to hear from the managing director from American airlines. I want everyone to know that American airlines is the worst airline whom discriminates against the disabled and worst of all a disabled child. We will never use American airlines again.

I recently purchased 2 round trip tickets to San Antonio, TX to enjoy an Air Force Graduation. Unfortunately we ran into an issue that delayed the graduation and had to reschedule the trip. Here is where American delivered a huge shock to my budget. First the documents I was presented with stated that rescheduling would incur a fee of up to $100 depending on the fare purchased. Well as it turns out the fee would be the maximum $100 per seat or 2/3 of the fare for taking up about 1 minute of the airlines time. Quite the scam I must say!

However it gets better. When we rescheduled the flight we were also penalized by the airline because a travel agency recommended American to us. Another $30 per ticket in added penalties. When I asked to speak to a supervisor he laughed and told me to book and accept the added fees or just let American keep it all. So this will be my first and last trip with American Airlines, the airline that prides itself on robbing the flying public. I can't wait for doctors to adopt these practices. Then when you call to reschedule an appointment they can charge you $100 simply because you as the customer are an interruption to their day.

It time for the American people to turn their back on American Airlines and let them go bankrupt. Pay a little more and fly with the more professional airlines. The cheap fare is not worth the lousy treatment and fleecing of your hard earned money.

Regards,

J R

This was the most miserable experience me, my husband, and sister has ever had. First of all AA did not inform us that the connecter flight was half the size of a normal flight or the one we got off of. My husband who Is 6'3,360lbs was miserable; and my sister who is 5'9 420lbs could have passed out trying to squeeze into those baby seats on American Eagle. I want to know why did we have to go from a boeing757, to half a plane a embracer 145jet (what is that a small version of WHAT!!) if it meant a few more dollars for reasonable and very basic general comfort of course we would have gladly paid the difference just to be comfortable for a almost 3Hr. trip, the embarrassing part when the smart talking stewardess states if you use two seats to accommodate your weight we will defiantly charge you for TWO seats. How embarrassing is that on this miniature plane full of people. Please!! Do not ignore my grievance.

For: American Airlines

Sent this e-mail 07/02/06 est. 1:47am

U.S. Mail
American Airlines Customer Relations
P.O. Box 619612 MD 2400
DFW Airport, TX 75261-9612

Complainant: Mrs.Reeva

Danville, Va 24541
Holiday Travel
127 Tunstall Road
Danville, VA 24541
(434)799-0230

Did all the arrangements.
Ref: EAsss

American Airlines resv. #0010ssss

I am a "Gold for Life" American AAdvantage member. Unfortunately, I am now disabled from a spinal cord injury I suffered 4 years ago. I have traveled 4 times in the past 4 months, and 3 of those times decided to take a different airline for the following reasons.

1. In all 4 cases, I was unable to use my miles to upgrade from coach to either business class or first;

2. When I called in advance to request a bulkhead seat in coach, I was told that it was "held for airport check-in," but that they would "put a note in my record" so that the agent at the airport wouldn't give it away. I got to the airport over an hour before the flight was scheduled to depart, and of course, it was given away. I was told by the gate agent that there was "no such thing" as a hold on a bulkhead, and that it was first come, first served

American has no respect for its customers, including its longtime, loyal ones. I have now switched to Jet Blue, since they have put my disability into my permanent record and I am able to reserve the bulkhead seat in advance when I make my reservation