American Airlines complaints: comments, page 12
573 comments
Stanford C
Verified | Jun 1, 2024
Lexington KY-Philadelphia
Economy
AA lost my bag for eight days while I was at a conference.
I had no business clothes, medication,supplements, skin care, or extra business cards that were needed at the conference I was attending in Atlantic City, NJ. When I arrived in PHL, I was called over to the luggage office, and I was advised that only one of my two bags was not going to be there, and they would deliver it to my hotel in Atlantic City. When my bag didn't arrive the next day, AA sent me a text with a tracking code, which I checked each day. Each day it said the bag was "In Transit," so I thought each day I would get my bag. No bag again the following day. When I called PHL baggage numerous times, no answer. When I finally spoke with a rep, they said they didn't even see the bag or my PNR, which didn't make sense. I spoke with another rep, and they said my bag was in Charlotte, and it was being re-routed back to PHL. As I left the conference on Friday, I spoke with a baggage rep who said the bag never left Lexington. I told her to leave it in Lexington and I would pick it up when I returned to LEX. I remained in the PHL area due to meetings the following MON and TUE, which meant I needed to purchase business clothes on Saturday in anticipation of business meetings on MON/TUES. I received a call late Sunday afternoon that AA baggage had my bag, I asked if it could be delivered, but the agent hesitated, asked someone in the background about the next bus, and I told the rep I would come and get it. I was told to ask an baggage agent, and they would get it for me. I went to PHL baggage, and they said they didn't have it. When they checked, they said it was in Atlantic City. I ended up driving 1.5 hours each way from PHL to Atlantic City pick up my own bag, and it turns out, the bag was in Atlantic City since the first day I arrived at my hotel in Atlantic City on the previous MON (APR-22); this was SUN APR-28!!! No one had the self-efficacy to simply follow the trail related to my bag. It had my bag tag and my name on the tag on the handle of my suitcase. When I filed a claim and requested to be compensated for this ordeal, the disregard of the baggage personnel to employ diligence in finding my bag, the embarrassment of wearing casual pants and t-shirts all week during a business conference, and the dismissive nature of the correspondence I received from the baggage claims agent and the AA customer service rep, I intend to be compensated for this gross negligence of customer service.
- Lexington KY-Philadelphia
- Economy
Janet S
Verified | May 29, 2024Phoenix-Portland
Economy
American airlines held me at wheelchair access so long that
My flight was at 7:39 am. Arrived 5:15 am. Pre arranged wheelchair service. WC held me for 35 min unattended before putting me in line to check bag then immediately left me sitting there 4 another 30 min. When finally got to bag check told too late to board or check bag. Put me on standby for flt leaving 2:10pm. We not take bag. Had to wait 5 he's to check or take to gate where it wd ve checked. Parked me again outside WC area. Sat for another 20 min. Got out of WC myself w/ broken back and walked self & WC to elevator. Found WC employee who took me and bags to security. Had to wait there for 20 min because had oversize bag. Got thru security w/ bag to check at gate. Got to gate 8:15 not able to check bag until after 1pm. Sat in gate area from 8:15am to 1pm-almost 5 hrs! Totally unprofessional by several AA employees! I have FF adv card which now to me is worth NOTHING! Everyone was rude, uncaring, and by no means in any hurry to help a 75 yo half crippled lady. I absolutely proclaim my right to be awarded a min of 45k miles fir a free RT ticket not to expire for my lifetime. I have flown AA for many many years with satisfaction. If I do not get requested compensation OR MORE I will never fly AA nor will any of my family/friends and will pursue a consumer lawsuit against AA. Please respond ASAP. If I do net get compensation by Aug 1, 2024 I will file suit!!- Phoenix-Portland
- Economy
Don H
Verified | May 29, 2024Amsterdam-San Francisco
Economy
No reason given
They asked me to contact my travel agent and the travel agent didnβt respond in time of the departure date.- Amsterdam-San Francisco
- Economy
James A
Verified | May 29, 2024Chattanooga-Seattle
Economy
See below.
In the return flight (2 weeks later) I was told initially it was due to weather and that the flight was cancelled. I received multiple emails that automatically booked me multiple times and then finally was given an email saying that I will be 29 hrs delayed for a booking two days later. I called the phone number to speak to an agent and was told it would be over eight hours before I would be able to talk to an agent if I chose to put myself in the queue. I have no choice, but to go out through security to the front, ticketing agents and spoke with a very nice agent, a female. she then went and called the supervisor whose name is Gabe KORE Who came out and asked me how he could help me. As I was explaining all over again and looking at the female agent who I first spoke with, he stopped me and said βlook at me, not her. Then I replied and said why are you yelling at me? This is not my fault. Iβve been here since 8 AM. He told me if I didnβt calm down that he would deny me from getting on the plane. He then told that agent to help someone else and he told me to move to over to a side desk/station. He told me again I had to calm down. I apologize, but I did not raise my voice. I tried to explain to him that I have a medical condition where I canβt sleep without a CPAP and that if I had to be here for 29 more hours or two days later, I would be in trouble, he didnβt care. He then booked me onto a flight leaving after midnight and coming in to my final destination after 10:30 am the next day. He later said βthis is just how I talks.β He also told me he will be at the terminal to let me board. I have never been treated like this by an airline, ever. I will never fly with American Airlines again. As a travel nurse I understand there are issues that may arise. I will make sure everyone knows about my experience, they offered to accommodate me. Theyβve given me nothing but incredible stress to figure out how to make my way to work and then back home again. There were no agents available at the terminals until a flight was there and at that point, they will not talk to you unless you were booked on the flight that theyβre attending to , ironically, this happened on the first leg of my flight which was delayed several times before I was rebooked the next day without any assistance to find a hotel and no accommodations were given to me for the hotel or food or transportation to and from the hotel. Further more when rebooking my flight I was not given the same seating (main cabin) that i originally booked. Also on the initial leg of the flight my luggage was denied to me so that I had nothing to take to my hotel room. No Cpap, no clothes, no toiletries. I was not able to sleep. I understand things happen but this Airline should go out of its way to empathize and have some understanding with us who are stranded in the airport for over 16-24+ hours wondering how we were going to get back home. Instead I was treated with contempt by a βAA managerβ who at first contact and full of contempt, demanded that I look only at him when speaking. I barely glanced at the female agent as I tried again to explain my situation. He embarrassed me in front of other passengers, and belittled me. I have a recording of the conversation.- Chattanooga-Seattle
- Economy
- Loss: β¬650
Branden J
Verified | May 28, 2024Indianapolis-Punta Cana
Economy
Missed flight due to your company not having enough workers
We were scheduled for a flight to Punta Cana, Dominican Republic at 5:45 AM. When we arrived at the AA check in counter at the Indianapolis airport at 4AM, the international line was backed up way outside of the queued line area. We stood there for 30 minutes without the line moving. There were only two agents working. There were travelers for at least two international flights (Jamaica and Dominican Republic) in the line. When more agents arrived the line began to move but it was too late. We got up to the check in desk between 5-5:10. We were informed that we were no longer allowed to get onto the flight. Many people missed their flights that were in front and behind us in line. The agent rebooking us was very nice & got us a flight that now included an overnight layover. When I talked to the supervisor about getting compensated for our bags & hotel, we were informed they can't do that. When I asked what we could have done differently, she said "what time was your flight?" I told her 5:45. Her response was "oh, our counter doesn't open until 4." There were not enough agents working to get everyone through in a reasonable amount of time. Now we have to pay for a hotel for our layover, along with meals that we would have eaten at our destination, and we lost a day of a vacation hotel that we already paid for. There was nothing we could have done to get through faster. We want compensated for the extra expenses incurred from your inability to provide proper service.- Indianapolis-Punta Cana
- Economy
- Loss: β¬1500
- Desired solution
Mark M
Verified | May 28, 2024Minneapolis-Dallas-Fort Worth
Economy
We have been on the tarmac for two hours.
When we finally got a gate there was no one to drive the jetway. Donβt blame the weather. DFW is a hub and should have the personnel and resources to avoid these situations. Donβt blame the weather. United , Frontier and Spirit all got gates upon landing.- Minneapolis-Dallas-Fort Worth
- Economy
Sharon R
Verified | May 28, 2024Dallas-Fort Worth-Charlotte
Economy
1st the weather , then No water connection in bathroom
It started with weather . Weather stopped , then no water connection which Iβm sure was a problem before the weather. Now flight the flight 522 is delayed a total of 3 hours . This do not make since. We shouldnβt have to spend our money and time sitting in an airport because of not water connection. Give the people a choice.- Dallas-Fort Worth-Charlotte
- Economy
- Desired solution
Bryan B
Verified | May 27, 2024Madrid-Miami
Economy
Successful claim
Technical problems
We arrived 24hours later than we should have and only just made it to board our cruise- Madrid-Miami
- Economy
- Successful claim
James L
Verified | May 26, 2024Omaha-Las Vegas
Economy
We set this date to get married over this week in Las Vegas
Today we were supposed to fly into Vegas By about 8:30 AM we get a text wanting a wee hours saying it was delayed to 1055 then another text saying it was delayed to 1247 where I checked in at that time now it is 152 is the takeoff time and we Wonβt arrive in Vegas until almost 6 oβclock in the evening so American Airlines screwed us out of an entire day and Las Vegas screwed my wife if she will be my wife by the time you get around it solving this problem. My wife wonβt be able to get her hair and nails done because her appointment was at 9:30 in Las Vegas this morning and it canβt be rescheduled. I paid almost $910 for these tickets only to be delayed because of a crew problem! This is outrageous. I just canβt fathom a crew problem delaying our flight not once but four times so far and theyβre still not sure if itβs leaving in the right time. I am pissed and youβre damn right I want compensation this time I didnβt push it last time but really I want compensation for my flight from Fayetteville, Arkansas back to Omaha last month. Where are you? Stuck me in an airport overnight didnβt pay for any of my food and tried to stick me there for three days without compensation pop now I want compensation for that too, so Iβll give you the other flight number. I used to be the regular American Airlines passenger up until now up until today. If I had a choice, I wouldβve flown American. In fact I did and I consistently flown American whenever I could and now Iβm going to avoid you like the plague if I donβt get compensated and Iβm gonna badmouth American every time I get a chance on social media if I donβt get compensated for this how would you feel if you were in my shoes if it was your wedding? Well, multiply that times four which is how many times youβve delayed me today I should be not typing this but enjoying Las Vegas right this minute and Iβm sitting in my goddamn kitchen complaining to you all about the fact that you canβt get a pilot to fly a fucking airplane from Omaha to fucking Vegas without having a crew problem with which one it comes to that if youβve got that much for crew problem fire all of them thatβs my advice is somebody that used to own a company before I retired- Omaha-Las Vegas
- Economy
- Loss: β¬500
- Desired solution
ββ β
Verified | May 24, 2024Quito-Washington
Economy
American Airlines staff
The experience was horrible.. the flight coming from Quito was late one hour.. I did request the wheel chair and they did not have any when we left from the plane . Nobody from AA. Was able to explain what happened. After 20 minutes They were coming from the elevator with wheel chairs and telling us go to take the train upstairs !! The staff Hispanic people the worst customer service ever!! Women and 3 guys seemed like mocking about our concerns to get the connection. We got the wheel chair after 30 minutes waiting from them.. it a long story what happened because I had more issues the ( flight was on Wednesday 5/22/2024 ) we arrived around 8:00. They were telling us constantly you can not make the connection it is lo late .. and guess what the flight was late 30/40 minutes and they NEVER told us??!! What kind of people you have working in assistance??! Assistance is to help no to disturb pasangers.- Quito-Washington
- Economy
- Desired solution
Refund
Shraddha S
Verified | May 24, 2024Boston-Phoenix
Economy
Boarding counter crew were rude to elderly customers
I was traveling with my unce, aunt who are over 60 yrs old and my boyfriend. Due to knee problems of my uncle and aunt, the checkin in counter representative was sweet enough to give us emergency exit seats with extra legroom. When we approached for boarding, the lady checking out boarding pass asked my aunt whether you will be able to assist in case of emergency. Due to age she took time to understand and answer her. Because of that the lady (named βRosiβ as per her badge and βNinaβ as per her dress pin) got furious and rudely asked my aunt to step out and change the seats. I was with her and I tried to make her understand but she was rude to me as well and kicked me out of the line too. When we went to change our seats, another lady at the counter rolled her eyes that oh my god again. At this point I was done with their ill behaviour. On top of that they made my aunt go back to the end of the line as her seat was just changed. Imagine what my aunt went through for this boarding process. Since we had two emergency exit seats already booked (one later changed for my aunt). I asked flight attendant if my bf can sit with me since its empty. They said you have to pay for this extra legroom. I mean wtf we already had those (we already paid that extra amount) still cant access. Ok I understand its for safety and all, then at the check in counter the personnel should have asked this question to my aunt before assigning her this seat. I would like to complain against those two personals for being rude and unprofessional with their job.- Boston-Phoenix
- Economy
Marty A
Verified | May 24, 2024Atlanta-Los Angeles
Economy
POOR CUSTOMER SERVICE
May 21, 2024 Hello Mr. Adebowale: Thank you for contacting American Airlines Customer Relations. Please accept our sincere apologies for any inconvenience caused during your recent journey with us. It is always our priority to ensure we're running a reliable and punctual operation. In this case, we fell short, and I'm sorry we didn't meet this mark on your flight. We value your feedback, and I assure you that your shared insights have been made available to our leadership team for further review. We would be beyond delighted to have the opportunity to regain your confidence and welcome you onboard another American Airlines flight soon. As a gesture of goodwill for the inconvenience you faced, I have issued a Trip Credit for you to use on a future flight. You will receive an email containing the details of this credit shortly. We appreciate you sharing your feedback with us. On behalf of the entire American Airlines team, thank you for choosing to fly with us. Sincerely, Andre Kent Customer Relations American Airlines AA Ref#1-34037481344 RESPCONID: 1-FMXVE9F: RESPID:1-FMXVE9E: TID:1-FMX1COW: PROCESS:Response: CONTACTID:1-FMX1COV:- Atlanta-Los Angeles
- Economy
Lee T
Verified | May 24, 2024Nashville-Providenciales
Economy
Agents took over an hour and 15 minutes to check in.
The Agents took over an hour and 15 minutes to check in passengers which resulted in my family missing the flight, being placed on stand by to CLT and 3 of my children not flying until 2 days later. We could not precheck as we were traveling with an infant. We called multiple times prior to our trip which was booked the end of November or the beginning of December. No sense of urgency from the agents and information given prior to the flight was not accurate nor articulated in computer system. Our flight of 6 and an infant was scheduled to leave at 07:32 on 27 March 2024. My children did not arrive to PLS until 29 March 2024. This was unacceptable.- Nashville-Providenciales
- Economy
- Desired solution
Expenses reimbursement
Apology / Voucher
Sarah B
Verified | May 23, 2024Cancun-Dallas-Fort Worth
Economy
American Airlines left me stranded with no options
American Airlines I am so incredibly frustrated and disappointed in the handling of our return flight from Cancun to Dallas to Buffalo. Due to a delay caused by the airline we missed our connecting flight from Dallas to Buffalo after begging strangers to cut numerous lines, running like I never have before and one of the American Airlines informational employees pointing us in the wrong direction we missed our flight by 3 mins. We immediately went to the customer service desk to speak with βUbuβ who told us we would not be able to return home the same day (May 20th) even after we begged to fly to Rochester, Toronto, Syracuse, Ohio, Niagara Falls, Erie PA, Pittsburg or anywhere near by due to my husbands medical condition as he is medicine dependent as well as having no child care in place for our children. We were willing to drive. After he offered absolutely zero help another employee overheard and im assuming recognized the terrible customer service and stepped in, she told us we could fly from Dallas to Knox to DC to BUF to get home May 21st before noon. Even though this was less then ideal we had no other options and once again ran like crazy to the Knox flight which ended up immediately being deplaned due to a leak on board. After the flight was delayed from 9pm to midnight we were waiting in the airplane and several mins before reboarding I received a message saying the flight from Knox to dc was delayed two hours meaning we would once again miss our connecting flight to Buffalo. We immediately got on the phone with a rep who hung up on me randomly after 20 min of begging for help for my husband and children and explaining the situation, my husband called back and we were told NOT to board Knox as there was no connection that would be able to take us home we were told our only option was to fly out may 21st at 630pm but were told to go up and get a hotel voucher, at this point itβs almost 1am, we went up and were immediately told no, we had to ask for a supervisor and waited another full hour before getting a hotel voucher and taxi. We arrived back at the airport at 3pm to find out the new 630 pm flight was delayed again. Once in the air we were delayed again prior to landing to the air control tower closing early because the AC went out. Once in buff the baggage conveyor belt broke causing an additional 45 min delay and my brand new suitcase is unrecognizable due to mishandling as well as my deceased fathers picture frame that I throughly wrapped being smashed up inside my bag. We were flying home from our wedding, we had to arrange emergency child care, emergency dog care, had to contact a doctor back home to get my husband assistance at a local pharmacy, we missed our welcome home surprise party thrown by family and friends, my husband and I both had to take an additional day off work and we have been offered absolutely zero compensation. As active travelers we are of course aware of situations that arise but this was so unnecessarily horrific and costed us hundreds and hundreds of dollars in medicine, childcare, dog care as well as missed work, missed memories and an almost medical emergency at the airport in front of the help desk. This is not how people should be treated and I am actively awaiting a solution for the absolute nightmare we have been put through. I have kept the text threads, boarding passes, everything.- Cancun-Dallas-Fort Worth
- Economy
- Loss: β¬900
- Desired solution
Carri H
Verified | May 23, 2024Dallas-Fort Worth-Grand Rapids
Economy
AA canceled our flight when we wanted to just change the nam
AA customer service canceled our flight for a kid when we wanted to change the name on a flight. We not only had to try and find another flight for that day which was impossible we ended up booking through frontier which we have never had issues with and they let us change the name on the ticket, but we also had to put our son up in a hotel in Dallas and he has never traveled before and then drive back to the airport the next once again to pick him up, customer service didnβt care, didnβt help at all. We will never be flying with AA again. The shuttle driver told us that he hears these complaints and more about AA everyday. This ruined our trip. AA is poorly managed and their customer service department is poorly trained and not empathetic at all to their customers. We asked to speak to a manager and were denied. Thatβs all I can say, we will never be using AA again.- Dallas-Fort Worth-Grand Rapids
- Economy
- Loss: β¬400
- Desired solution
Refund
Anonymous member
Verified | May 22, 2024Philadelphia-Orlando
Economy
2 1,/2 hr flight turned into 7 1/2 hours
My flight was suppose to be 2 1/2 hours instead it was a 7 1/2 hour flight. I'm a diabetic no food was offered after a snack and a drink. My husband was in so much pain from having back surgery and sitting for such a long period of time. I missed my renewal of my wedding vows and lost money. I need to be compansated- Philadelphia-Orlando
- Economy
- Loss: β¬2000
- Desired solution
Patrizia A
Verified | May 22, 2024Barcelona-Miami
Economy
Seat and entertainment were both broken, luggage took 1hr+
I paid thousands of dollars for my ticket and used a systemwide upgrade for a business class ticket. My seat was completely broken, the flight attendants tried to help but told me that this seat has been broken on this flight for many weeks and it never gets fixed. The entertainment was out for several of us also. They said this was a consistent issue as well. They told me to email the CEO because no one else seems to care and they and the pilots have notified service of the plane issues. Apparently American Airlines is fine with taking thousands of client dollars for an upgrade experience that doesnβt materialize. I was on this plane for over 10 hours with a broken seat and no entertainment. My original seat 10A would have been a better experience. This is also my second time checking bags through to Miami. Even with the priority sticker, both times, my luggage took well over an hour (I have a time stamp showing this) and was one of the last bags off the plane. Iβm not sure of the point of having priority tags if itβs still the last bag at the carousel. I have reached out to American Airlines. They called and left a voicemail and emailed me. I have called and emailed them back but they have not reached out again. This is unacceptable. I have recently decided to try to move my loyalty from Delta (Diamond with 2M miler status) to American and I can tell you, they absolutely have a better customer experience particularly dealing with customer complaints and issues that come up.- Barcelona-Miami
- Economy
- Desired solution
Andreaco G
Verified | May 22, 2024Tampa-Nashville
Economy
They refuse give me baggage check on I paid through booking
Customer care place on hold over 3 hours telling was fixing to later be continuing being transferred not told and placed on hold. Everyone has excuse including supervisor who told she was fixing and transferred me..this is the worse airline that just take your money
- Tampa-Nashville
- Economy
- Loss: β¬100
- Desired solution
Refund
Kevork M
Verified | May 22, 2024Los Angeles-San Jose Del Cabo
Economy
Checked bag denied at terminal
A few days ago, my wife and I were flying out of LAX for a short trip, each with a checked bag. To avoid long lines, we always check in through the app and pre-purchase our checked baggage allowance. We prefer to travel with slightly larger liquids, about double the standard carry-on amount, to ensure we don't run out. Arriving at the airport on time, we went to the kiosk, confirmed our details, printed our boarding passes, attached the tags to our checked bags, and headed to the belt. However, the agent at the terminal belt informed us that it was broken and they couldn't accept our bags there. Instead, he stamped our tags and instructed us to take the bags to our gate. I explained that we had larger liquids in the bags that TSA would likely confiscate, but the agent insisted, "Just take the bags to the gate; the special stamp will get them through with no problem." Given the growing crowd at TSA, we didn't argue further and joined the TSA line. By the time we reached the front of the TSA line, we were already pressed for time. The traffic-guiding agent pointed at our bags and said, "Those have to be checked." I explained the situation with the broken belt, but she responded, "Well, youβre going to lose any liquid over the limit, so itβll be expensive." My wife started panicking even more. At the scanners, our bags were pulled for inspection, and as expected, all our liquids were confiscated despite the "special stamp." We tried to explain our situation, but TSA was unsympathetic, and we were holding up the line. My wife had a minor panic attack and started crying. We hurriedly gathered our remaining items and rushed to our flight. The gate agents were indifferent and unapologetic, and we were quickly ushered onto the plane.- Los Angeles-San Jose Del Cabo
- Economy
- Desired solution
Refund
Ara G
Verified | May 21, 2024Montego Bay-Chicago
Economy
SEXUAL ASSAULTED
I was sexually assaulted by a kid sitting in seat 8e next to me.I was asleep and was awoken by him touching me inappropriately.This kid was unsupervised his mother or grandmother was in row 16. A minor should never be unsupervised.This kid made my flight a living hell.I made a complaint with the airline report number 240-44-07299.I also filed a police report case #24-20599.I was told to file with the FBI as well I have done that yet because for the last month I have been told that someone from American Airlines would contact me, well that hasnβt happened.If I donβt get a call or resolution within the next week I will escalate it.Thank you- Montego Bay-Chicago
- Economy
- Desired solution
Melissa V
Verified | May 17, 2024Sacramento-Dallas-Fort Worth
Economy
I booked a flight package and you wonβt help me switch fligh
Iβve spent hours on the phone. Screen shots and time stamps to prove it. I want my money back or credit for a switch flight. You are a million dollar company with no consideration for the customer. Iβve been spoken to in a manner that is unacceptable. I may just take this to tik tok and Facebook to plea my case. Since no one will help me. You say to reach out to Expedia. Expedia says to reach out to you in the end no one is helping me. How can you allow this to happen.
- Sacramento-Dallas-Fort Worth
- Economy
- Desired solution
Matthew D
Verified | May 17, 2024Charlotte-Wilmington
Economy
Air flight attendant at the desk was very rude plane dirty
So I had a question about my ticket and the lady was very rude and snotty and said if thatβs what it says on the TV then I guess youβre at the place you need to be very rudely I get on the plane my seat had changed. I almost didnβt get to stay on the plane, and then when I flipped my tray down, it was filthy coffee all over it cookie crumbs everywhere and I missed my flight because it took us so long to get off the plane and I had to walk to the other end of the terminal and screwed up my down where Iβm supposed to be so I had to cancel things which I donβt think was right on the neglect of American Airlines not being able to takeoff on time land on time and get people off the plane a little bit quicker than what they had done- Charlotte-Wilmington
- Economy
- Desired solution
Expenses reimbursement
Brett D
Verified | May 16, 2024Belize City-Los Angeles
Economy
Mutliple. Both flights. Both airport staff, DFW and LAX.
I booked our group of four (4) persons on American Airlines (βAAβ) round trip flights from LAX to DFW and from DFW to BZE. I fly American, Delta and United, as applicable, approximately every six weeks. And other than one extraordinarily poor experience with Tower Airlines back in 1997, I have never had so many issues with flights and their staff than this last round with AA, but more importantly with incompetent and rude AA staff. Or perhaps more accurately negligent with willful misconduct. Our story begins with getting our boarding passes. I am a Gold frequent flyer this year on American. I began the year with approximately 700K FF miles. I have had a profile with American for a decade +, have Global Entry and Clear. So when I go to get my boarding pass, having to scan my passport to confirm is wasteful. All that data is in your system already. And to date AA is the only airline I fly that requires the scan, which is not easy when the travelers do not live together. As a result, my fellow flyers and I could not finish our check in and get digital boarding passes without the whole group having apps and scanning their passports. At least one of the group is not an AA Frequent Flyer, did not have the App and had to hustle to do this. The system itself is flawed as well. Several times we scanned, and then the American system βlostβ the scan, so I had to scan again upon departure from LAX as well as in BZE for return. But no one else did. Summary: Your system is having problems you really need to look into as they make for a more stressful, less efficient process. Besides the scan check in and boarding pass issue, one of our group had his name from the booking missing one letter, thus spelled incorrectly. Rather than correct it on the phone or on the app or on-line, he had to go the LAX in order to correct it in person. What is that?! As a result, the on-line app would not let the rest of us get our boarding passes until he had done this since we all had not checked in as the app would not allow him with the misspelling. Ultimately, AA could not solve the issue at the airport and had to separate the misspelled party off the group reservations in order to make it work for everyone. My Gold status allows for 1 free checked bag and the next bag $40 for all parties in our group. However, the counter staff forced one of us to pay $70 for a second bag. I showed them the Gold status and fee chart, and they did not care. $70 or leaver the bag at the airport. Ridiculous! Those issues all dealt with, the rest of our departing and transition experience was uneventful. LAX to DFW to BZE, decent times in between but not too long. Unfortunately, much worse was to come upon our return. On May 10 it was time for us to return and the insanity began. We were to arrive at BZE via puddle jumper out of Ambergris Caye at 11am for a 12:55pm flight from BZE to DFW (AA 926). While on the 15-minute puddle jumper to BZE, we all got a text from AA stating our AA926 was delayed. This came a little late to us as we were already in route (thus sitting at the airport rather than our hotel) and the plane was not only delayed but also it had not even left DFW for its turn around flight. This text could have come hours earlier, as that flight is right around 3 hours + turnaround time before we would board. As a result, we sat in the airport for two more hours more than we needed to until 14:54 when it did leave, a total of 4 hours in the BZE airport. Due to that delay, our next flight from DFW to LAX was untenable. The AA staff at the counter in BZE tried hard to get us re-routed or on a later flight, but the AA system was not allowing the entry. They would take the seats, go to confirm and the system kept kicking back on them. We suggested they call someone. They stated they are not given any phone number to call. AA staff in BZE have no one to call to help them! They ultimately tried to get us to go BZE to MIA to LAX. There were six seats on the MIA to LAX flight. But due to the AA system, and no support by AA, by the time the AA counter staff could sort it out all the seats were taken. So the BZE to MIA that they had changed, had to be changed back to BZE to DFW, and now we could not all sit together as well. When we arrived in DFW it was 18:54, hours late. And as a result of DFW being our first USA port, we had to complete Customs, re-check, re-security. Normal stuff. We arrived in Terminal D as I recall. Our next flight (AA 1644) was to leave from Terminal A. So we got on the skylink rail and went to Terminal A. DFW is pretty huge. Then we were informed we had to go to Terminal C. So we got back on the skylink and went to C. Then the flight was changed back to Terminal D, so we transitioned again and ended up where we began and landed, Terminal D. Unfortunately, we spent so much time going around the terminals we were unable to go to the Admiralβs Club (I also have an Executive Card membership) where we had planned to change out of shorts, clean up and snack and rest. The Club closes at 10pm we were told, so too bad for us. At this point we are informed that our 9:55pm flight from DFW to LAX is also delayed. So while originally we were booked to be back in LAX at 7:45pm or so, as a result of the missed connection due to the initial late flight, we were now scheduled to arrive at 23:10 approximately 3.5 hours late. Pet sitters, house persons, pick up all needed to be re-coordinated. Our 9:55pm scheduled departure became 10:14pm became 11:00pm became 11:59pm (so they did not have to go over a night and comp people) but in reality we did not depart until 00:53am and were to arrive not at our original 7:45pm but rather 02:03am the next day, now 6.25 hours late. I had a 6:30am wake up call on Saturday, so too bad for me at least. One of our party and I went over to Gate D36 and no one was there. But next to us at D34 they just finished boarding a flight and two persons were there on the computers. They share the same counter, both gates. So we went to a lady behind the counter and asked βHas our flight AA 1644 left wherever it is and in-flightβ? She stated she was not working our flight. We noted she was at a terminal, had access to that info, and we just wanted to know expecting 11:59pm to become some other later time, in which case we wanted to get a hotel and sleep and make further arrangements at home. She then said βI am busy working on something elseβ. She was not working on anything. They had just boarded their flight, the door was closed, and they were chatting. This allegedly ignorant AA staff person who allegedly could not answer the question posed told us to go to Gate 24 (as I recall) as that was the information area. So we walked over there only to be greeted by two (2) AA staff with a line of at least, bare minimum, 200 persons. Heck NO! So we just went back to checking the app and waiting and remaining fairly ignorant of what ultimately was to come. Finally the flight arrives, is clean and boards. Our flight attendant, a 50s or so lady, was curt at best. A saving grace was that due to re-routing, we were allowed to spread out due to several empty seats as a result of other former passengers going to different cities and flights due to the delays. So since offered to take any empty seat, one of our party then got up and went to the emergency exit seats. He is 39 and fit. The curt stewardess who said we could take any seat that was open told him he could not sit there. What!? Those are paid seats she says, and they prefer to have them empty rather than have someone competent sit there. Craziness. And negligent to have them vacant in case of emergency. In any event, he was forced to move. American seats have become uncomfortable. The back curve on the seat cushion at the tailbone, the tightening of leg room to squeeze in one or two more rows, the lack of built-in screens so you have to open a tray or use the cell phone holder, among other things, make for fairly miserable seating. It just contributed to the overall negativity and discomfort of many passengers. Ultimately, as noted, we depart DFW for LAX at 00:53am. We are tired from a long day (up at 07:00 and delays and re-routes and terminal changes). On the flight, the Attendants sort of skip our row for drinks and snacks. Not sure why, just missed it. So we get them to come back. The curt flight attendant does not ask me what I want to drink. She just hands me a pack of pretzels. I ask βWhat are these (the packaging is not transparent)β? She states what to her is an obvious answer to a dumb question that they are pretzels. βDo you have Almondsβ I ask. βYou cannot have almondsβ she stated. Huh? I ask again, βDo you have Almondsβ. She states, βyou cannot have almonds as the flight is not 3 hours or more.β Now I am sort of going crazy. βI did not ask if I can have almonds, I asked you if you HAVE almondsβ. She says yes. I then ask if I can have a pack instead of pretzels. She says No, the flight is only going to be just under 3 hours. I inform her that the flight is about 3 hr. 16 minutes as I recollect but she informs me that due to whatever positive event we will be in the air less than 3 hours and therefore no almonds for me. You have to laugh at how stupid this is in retrospect. Bad, bad customer service and a βf-youβ from her to me under her breath. However, all the other flight staff were very kind. This one lady had a bad, rude attitude, not solely about the almonds but the non-customer service way she approached her job and her tone of voice. Finally, we arrive at LAX. It is 02:03am the day after scheduled. From Terminal 4 and our gate to Bag Check was a trek. But you canβt help that I suppose. When we arrive, our bags do not. The carousel moves, and a few bags arrive or were already on the carousel, but at least 100 or more of us have no bags. We wait and wait. There are three people behind the counter which has a large open area with bags. None of them appear to be any of these passengers bags though. And the people at the counter say nothing to us. No info, no greeting, nothing. They are, and this is important, a lady of about 50 years, a young black man of about 25 years and an Asian/Hispanic man with large glasses (a la 1970s) and a whisp of mustache hair of about 30 years. Itβs the best description I have other than height and hair color. Many of us look, but no bags of ours are seen behind the counter or at the carousel. Still, 15 minutes into this, no one from the counter says anything or informs us and we are literally 10 feet from them or closer as the close carousel was βoursβ. There are no flights other than ours there, making matters simpler. So people start going to the counter β no bags, no communication, so we all went to ask. The counter staff say βyour bags came in on an earlier flightβ. That is impossible. There were no earlier flights from DFW on American. So either a lie, ignorance or something we have no knowledge of. βWhere are our bagsβ? is asked. They did not offer, so we had to pry info out of these so very poorly trained and pathetic customer service bag reps. Itβs an embarrassment to AA, truly and they were yours wearing your gear. Not airport staff per se, but AA staff. They answered, βThey went to Terminal 5.β OK, then they will be here when? Or do we go to Terminal 5? They pick up the phone and call someone. This is like a bad comedy now at 03:00am when we were supposed to all arrive hours ago. Tempers are getting more heated all over. People are trying to cut the line. AA staff are not helping. The older lady states, βThey will be here in 7 minutesβ. Pretty exacting, but OK. Well, as you can imagine it was not 7 minutes but more about 15 β 20 minutes and then two or three large rolling carts are brought into the area. These carts are rolled behind the counter. And we can all see our bags. The AA staff tell us to form a line. Many persons are saying βNOβ, put the bags out and we will get our bags. We are not waiting in a line of 100 persons one by one to get our luggage. Just roll out the carts and we can grab them, or put them on the carousel by hand. The AA woman said OK. The young black man said nothing. The 30 year old with glasses too large said βNo, you will all wait in line and get them one by oneβ. Now tempers flared everywhere. Two of our group of four were getting very upset. One had his wife circling LAX airport for pick up, now at several hours late, the other had to get home to his 2 year old daughter and wife. So the latter went to the counter and asked the older lady if we could go behind the counter, a large open area with carts and bags and so forth, and just grab our bag. We could see them easily. She said yes. The first person in line, a lady, went behind the counter, found her bag and then removed it and left. Now it was our group guyβs turn. And the 30 year old glasses AA guy rudely says βNo one can come back here. Get back in line and wait your turnβ. It should be noted that while 100+ waited, he had been with one lady helping her with God knows what for over 15 minutes. The other 50 year old lady was trying. The young black guy was doing nothing. No counter, no bags, just sort of milling around. At this point we waited some more. But the process was so slow, like 5 minutes per person and the 30 year old guy was still with the one lady but two Asian ladies had cut the line and were at the counter next to here trying to interrupt for something, I presume their bags. One of our four person group was fed up. He went to the guy with the glasses and asked him why he could not get his bag and leave. He pointed at it and said βit is that one right thereβ. The guy said βget back in lineβ. Meanwhile, others were cutting the line and coming to the counters as well, in frustration. The other 50 year old lady was trying still, but this guy had chastised her for allowing a person to come behind the counter to grab their bag. The young black guy was doing nothing still. The guy with the oversized glasses was being rude and inflexible. Maybe some sort of OCD thing based on his behavior. Anyway, things heated up and our guy and the counter guy started getting louder. Then the lady who the 30 year old glasses guy has been all this time starts to chime in. She states she is first and for our friend to get back in line. She was also a bit annoyed at the Asian women but more at our friend as he was more direct and demanding. Our friend says to her βNo, this does not concern you. I am talking to him (the AA guy)β. She starts yelling now and everyone is hyped up, a big argument of three parties. The AA counter guy with the glasses, none of them actually, were doing anything to drop the escalation. If anything, he contributed to it. Cutting through the crowd some large Latino man comes running and yelling at the friend from our group then hits him in the head without warning. He thinks, or says, that his wife was pushed. His wife says she was not. Despite that, this Latino guy wonβt stop and our guy and him begin a fist fight, he attacking and our friend defending. Two janitors (?) or some sort of area job guys, not sure their role, grab the large Hispanic husband. He continues to struggle to try to get away and attack. My brother goes over to help our friend. I am still in line watching and our other guy is outside meeting his wife who has now arrived again at the terminal curb for pick-up. The Latino guy keeps yelling he will fight anyone and everyone. He continues his struggling to get away from the guys holding him to get back to fighting with our friend. Then the 30 year old AA guy behind the counter starts blaming the whole thing on our friend and making inappropriate comments. This AA staffer was negligent and at a willful misconduct level β and yes I understand the meaning of that. Through his actions this whole event unfolded. And he only fed into it. Ultimately, the airport police came, the matter was resolved unsatisfactorily but resolved. That issue is another matter outside of AA. The police essentially told the AA staff to stop the nonsense and get our bags, which they then complied with. And everyone departed. I have been flying AA for decades, but less and less, where once it was my #1 airline, due to various issues. I have tried to retain faith in your fixing them and most are not significant. This was other worldly. For certain, your staff needs more training. And the guy with the glasses at baggage handling would be best served with termination. But if you need to save his job, 30 days no pay and 30 days of customer service and de-escalation training. He is a liability to your airline. The counter lady in DFW at Gate 34 and the flight attendant are just an annoyance, embarrassingly poor customer service, but not the end of the world. However, this baggage area counter worker is another matter. As for the 50 year old lady, she tried. As for the young black guy, worthless. He did nothing during any of this, just sort of moved around doing something but nothing. I donβt even know truly what you can do to fix this for us. It put a stink on our trip despite it being only one day of it. Even if you gave me 100,000 miles and our $70 for the bag back it is not enough. I am interested in your thoughts before I offer mine as to what is fair and reasonable.- Belize City-Los Angeles
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