I purchased the tickets and requested wheelchair assistance with your customer service for my mother for her flight out of Charlotte Douglas Airport. The attendant who checked my mom in directed us to the red chairs in front of area C. My mom was sat in a chair where we waited for over an hour without any assistance to get her to her gate. I asked an american rep at the desk for help and he told me he couldn't do anything and to go back. We finally decided to push my mom to TSA so she wouldn't miss her flight and two guys in what looked like airport uniforms took the chair away from her and made her walk without a replacement chair or assistance!! What kind of monsters do that??!! They said it was a private companies chair and the guy who your desk agents told us to go to shouldn't have put her in "their" chair. My mom is disabled and can only walk in very short intervals with the aid of a walker. They made her walk through the long TSA line and all the way to her gate without giving her assistance. The lady at TSA said it was "bulls**t" yet still no one helped my disabled mother. I asked your agents for help because they're the ones who directed us to go to the red chairs and they absolutely refused to aide my disabled mother. She was also given a seat in the far back of the plane in which she had to struggle to get to. I am horrified and disgusted beyond belief. How could your company stand by and watch this happen to a disabled customer that THEY told to go to that particular individual for wheelchair assistance? After I asked for help for my mom they continued to refuse us. Negligence doesn't even begin to sum up your representatives actions. A supervisor/mgr Diedra spoke with me and documented everything, but was unsure if her mgr would reach back out to me or not. This has to be addressed, and what can be rectified needs to be. If not we will seek aide elsewhere as this was a gross show of negligence and abuse against a disabled person! Shame on all of those involved!! I've contacted customer service and was told to file a complaint. That was the whole purpose of me calling them. Maybe someone will see it here and actually offer help.
This is ridiculous; I went online & used my miles to purchase two seats together now the day before I travel as I am checking in I see that they changed my seats to two of the free center seats not together even though they deducted my miles as payment. So I call the 800# while on hold I use the chat. After over 40 minutes on chat and being switched from reservations to AAdvantage & being told I have to call the 800# I get through to 800 reservations. They are telling me they can’t do anything because I’ve already been assigned those seat & im telling them that those are free seats & I paid with my miles for seats together. She’s now telling me that she has to transfer me back to AAdvantage as this deals with miles. I’m telling her that I already chatted with them & they say they don’t deal with seating. But MY MILES WERE DEDUCTED & I DID RECEIVE A RECEIPT FOR THE DEDUCTION. YET THEY ASSIGNED TWO FREE CENTER SEATS. Rrservations says they see the mileage purchase but they don’t deal with mileage purchases & AAdvantage say they see the purchase but they don’t deal with seating assignments. Mind you it takes anywhere from 40min to an hour to get through to each of these departments. Apparently the only department that works is the mileage deduction department 😡 I have so much to do to get ready for my trip & im dealing with nonsense!!
Every trip booked since middle of last year has had an issue. Ticket agents, gate agents, and flight attendants are being abused by upper management.
I purchase an airline ticket, book hotel, rent a car and then magically changes are made.
At least three times my travel lung companion and I have been separated. One time in Orlando, you canceled the flight, when I tried to go stand-by on an earlier flight, I was number 1 on list, she was seventh on the standby. We were both on the same record locator. UNACCEPTABLE.
Today, after waiting 20 minutes for luggage I commented to the baggage office on the length of time. Was told not an issue. It is. I mentioned that of the hundreds of airports I have flown into Tulsa is the slowest. Also mentioned that I once landed in Tulsa on another airline. When I got to the baggage area my luggage was there. The response “maybe you should fly them”.
I could go on and on but what’s the point.
Please spend more time on getting people from A to B and less time trying to sell credit cards.
As a business you are failing and I don’t see any effort in making improvements.
I’m about done with AA.
Horrible client service. Worst in years especially given my EP status. I was notified via text at 3:40 AM that my 6:00 AM flight was cancelled. I was rebooked on a 7:20 AM flight yet an American flight departed LGA to CLT at 6:10 AM. Why the bump when a flight left 10 minutes later than my original flight would have left???
Furthermore, the 7:20 flight didn’t arrive in CLT until 9:15 and my next flight from CLT to BWI closed the gate early and departed 6 minutes early at 9:20 (scheduled for 9:20). I was at the gate about 15 minutes before the SCHEDULED departure after hauling butt from concourse D(9) to C (10) to no avail. Now I sit in the CLT airport for more than 3 hours to board on the next available flight to BWI at 1:20 causing me to miss my afternoon client meetings. Gate agents were extremely rude and offered no explanation for early departure but merely said to write to customer relations. Maybe they (and others) should look for new jobs OUTSIDE of the customer service industry. Shame on you, AA.
Disgruntled EP member
AA 3558 GSP to DFW
Trish flight attendant and Alexandria gate agent at GSP. Two extremes. Trish was wonderful! A true professional who was gracious, customer friendly, warm, and appreciative of me being an Executive Platinum… thanking me for my business.
Alexandria, the opposite. A sloth. Customer rude. Had a chip on her shoulder the size of Montana. Went through the motions as if the world owed her something. From appearance to attitude incongruent with what I believe American strives for!
How could the same company have such a variance in the customer friendliness and professionalism of its employees on the same flight? Please reward the Trish’s as this is an employee you want to keep. Excellent, like so many other flight attendants I have appreciated over my many miles. On the other hand you’d be better with a kiosk than Alexandria. Yes that’s right a sterile, unfeeling machine is better than a lazy grouch with an attitude! She hid her name tag, imagine that, and I think I’m correct here…or maybe it’s Alexander…
First I wasn’t able to check in prior, notice said that passport info didn’t match reservation. A customer service call (1.5-2 hr) was told this was due to our flights being changed a number of times since booking. Next we had upgraded seats and we’re supposed to sit in the bulkhead. When I got the boarding pass our seats were changed. Customer service said they were given to a disabled person. I didn’t see any disabled person in our 1st requested seats when we got on the plane. When arriving at our destination in Vancouver, my luggage didn’t arrive. Waited over 30 minutes at the AA baggage claim as no one was at the desk. My luggage is still in Cincinnati after 11 hours after check in. Husband then was selected for a random COVID test. Finally on our way to the hotel 2.5 hours later.
As an executive platinum member and 30 plus years of AA travel, , I live by the app. I check-in with it, I get the flight updates, I make last minute seat changes, etc.
I just wish American Airlines would focus more on running the airline and improving service rather than trying to be so WOKE about everything! As a loyal customer, it turns me off and makes me want to choose another carrier.
Remember, you’re an AIRLINE, not an arm of political correctness! I’ve talked with other million plus milers like myself and we are tired of it!
We boarded our first flight with a carryon bag and a pet carry on … our bag went above us and the 4 7 week old rescue kittens at our feet. Our second flight they demanded that we are NOT ALLOWED to have a carry on bag with a pet carry on !!! And the service lady said that she will not break rules !! We had told her we had just got off a flight ? And this didn’t make sense .. I am very upset because this all happened so quickly that I didn’t take my iPad out of my bag… and they have smashed the screen.. not happy at all American
If you ever ride with American Airlines make sure your baggage is just a carry on and if they don’t guarantee your baggage to arrive, do not travel. They won’t give you anything, you will spend days and days without a response or waiting for a response, and they will lie to your face and you won’t even know it. Legit, you will think they are telling the truth but they are just lying to get your money. I will never fly with this airline ever. Spirit, delta, southwest, anything but American Airlines. I hope you all go bankrupt
I have been an exec platinum member of American for years. I tried to use my system wide upgrades and it is a game not a perk. All flights to Rome didn’t offer systemwides. Now trying to use them to LAX and can only use them on connecting flights that are over $150 more vs the direct. Today my flight was cancelled for no reason and I was rebooked to jfk vs Newark with no discussion or reason. When I voided my concerns no one cared and I actually had American representatives agree that the perks aren’t really perks.