American Airlines Corporate Office Headquarters

sent this letter to American Airlines for their horrible service!!

American Airline Reprehensive
I am writing to request that my points (10,500) from my AA advantage card be returned to my account along with the monetary charge of $5.60 for the cost of the ticket plus points. The reason being is that on my most recent trip booked on 8/14/2023 for travel on 8/23/2023 was a complete disaster. The reservation from TPA to AVP changed and as you can see in the reference above that THREE (3)

Tickets were issued for the same flight!

To begin, I booked a one-way flight with American Airline on 8/14/23 for a trip from TPA to AVP to start and end on August 23, 2023. I was supposed to travel from TPA with a layover in CLT and then on to AVP, time beginning at 5:30pm on 8/23/23 at TPA and ending at 10:00pm AVP on 8/23/23.

Upon arriving at TPA around 3:15pm on 8/23/23 for this flight I received a text from American Airlines that the original flight was delayed due to equipment issues and the flight time was now 6:15pm... (connecting flight in CLT was taking off at 8:36pm). They boarded all the passengers, and we sat on the plane until 7:17pm... at which time I figured I would miss my connection.

We landed at CLT at about 8:40pm and My connection flight to AVP had already departed to AVP...I stood in line at American Arline's Customer Service for approximately 45 minutes to an hour. I was given a hotel voucher, with a number to call for a shuttle to pick me up and take me to the hotel, a $12.00 meal voucher, what will $12.00 get you in the airport? Even a crappy fast-food meal cost more than $12.00! I was also given a ticket/boarding pass for a flight to AVP for the next day 8/24/23. I had to call the shuttle number 5 times to get someone to answer the phone and waited an hour for them to pick me up from a hotel that was only about 5.6 miles away. I have Documation for all the above-mentioned times etc.

Upon reaching my room for the evening I was quite disappointed at the shape of the room, at the comfort Inn. It was anything but comfortable, the room was dirty, and I should not have been expected to stay there. The room was dirty with wet hair on the bathroom floor and bugs. The window to my room was right above the front entrance of the hotel where the shuttles dropped off and picked up customers, so the noise and lights were active all night...it would have been nice for American Airlines to put me up in a nicer hotel and provide me with a better option for food. Once again, I have Documation and photos of the hotel and the quality of the room.

I returned to the airport the following morning 8/24/23, at about 6:30am I headed to the gate that was issued on my ticket/boarding pass, gate B11. At around 7:17 am I received a text message from American Airlines that my flight had been changed...WHAT NOW!!!!

The text said I would be flying to ALLENTOWN PA out of Gate E20...I asked the clerk at the boarding gate if she could help me, and she reluctantly said she would! I showed her the text and she said to me “maybe you should read the text, it is asking you if you want to change your flight”. I then showed her the boarding pass they sent along with the text that showed they changed my flight from AVP to ABE and that I was not going to ABE, ALLENTOWN PA, I was going to AVP, SCRANTON PA.

She did not apologize for being so rude and not reading the text like she suggested that I should do. She did change my flight back to AVP, but if I did not notice the change, I would not have been able to board the flight to AVP that morning...I would like to have American Airlines return my American Airline points (10500) and refund the momentary value ($5.60) that I paid for point plus cash to book the flight!

This was one of the worst flights I had ever had from your airline !

Sincerely,

Mary Ann Murray

If i could give AA 0 I would but 1 is the lowest possible. Due to their fault we lost connection flight, first of all we left LAX over 1 hour late connectiong flight took off as we landed in DFW. NO COMMUNICATION between AA and AA that plane could have waited for passengers,especially since we were not the only ones and this was an overseas flight with no other flights that same day!! We were rerouted from a 1 stop to now multi stop flight to Rome on Iberia and our luggage was never sent. 3 days in Italy and still no bags no update and AA washes their hands claiming its the Airlines that i flew into Rome that is responsible. how the hell were they to know there were bags involved?? However KUDOS to Iberia because we took off a bit late due to passengers arriving on connecting flights that were delayed. But guess what Iberia communicates and they waited for passengers! we have now been in italy 3 days with no clothes no personal belongings...nothing but does AA care ? HELL NO!!

My name is Lisa Ngufor and I have been traveling with American airlines for quite some time I am a traveling nurse and last year I booked the trip to Jamaica for myself and my children three of my kids could not go on the trip so they gave me flight credit to be used within the year I asked your agent how long was this flight credit for she said I had to March the 3rd 2023 upon trying to renew this ticket at the end of February to book for Jamaican flights again for this 2023 June I was told that the ticket was no longer a value and to reach out to the customer complaint line so I did send the email through info@ aa.com X2 the response I received was we're sorry about this problem if I hit any more concerns to reach out no one has a dress my $1,700 that was lost due to wrong information that was given to me by your agent I'm sending this email again. I will also be sending this letter to your corporate headquarter address again I'm not pleased with this outcome or the misinformation which cause me to forego 1700 of my hard-working money how are we or American airlines going to resolve this. Not to mention they broke my suitecase that i should bring to the airport after their worker left it in the rain in Feb doing the down poor where AA shut the airport down and i havent heard back about my suitecase i left with the clerk in the airport.

On October 3, our flight from Casablanca to JFK was delayed almost 2 hours, causing us to miss our connecting flight from JFK to LAX. We were able to get a flight back 2 hours after our original connection, in the main cabin rather than the business class flight for which we had paid. An email dated Wednesday October 5 at 7:49am informed me that we have been refunded $397.22. Given that this business class flight cost roughly $5000 per ticket, and one of the 4 legs for each ticket was downgraded from business to main cabin, $397.22 total seems completely inadequate. Each leg would average $1250; the cost for 2 passengers is therefore $2500. The coach fare from JFK to LAX cannot possibly have been roughly $900 on October 3. Todays quote for a similar flight is $431.Thus I am owed 1250-431 equaling 819 per ticket or $1638 total. The airline is 1240 short in their refund as of today. I will perhaps have to abandon American's loyalty program, where I have long standing status, as my loyalty does not seem to be reciprocated by the company. Their treatment has been completely disgusting.

My husband and I have been a member of the American Airlines travel program for 30 years.

Recently we have flown from SFO to PHL and our bag frame was broken in half upon arrival. We did not realize what the problem was until we got this broken bag back to our hotel at 3 AM and very tired.

The next day we went through all the many loops to report this and still NO resolve or polite conversation with American. We have to purchase a NEW bag.

1. Reported on line AA Damaged baggage*on line response-a rep will get back to you
2. Phoned Philadelphia baggage ( 610 362 7069) and after hours of hold time was yelled at unnecessarily. We were being very kind and pleasant. Told since it was more than 4 hours they can not Help me and screaming...do you want the number to call or NOT!
3. Called 817 786 4333 and the recording said looped me back to report this ON LINE.
4. When I reported a 3rd time on line, the AUTO response was, we do not see your bag and go to the AIRPORT to report.

Round she goes and obviously we are not going to get any assistance from American Airlines with the DESTROYED bag.

5, We had PAID for this extra bag service.

6. The OUTLETS on the plane did not work either and we could not charge our phone or lap tops or ipads

Very bag service.

I have never encounter this type of behavior from a flight attendants on 09/27/2022. The male flight attendant was very racist and I was so hurt how he did a hispanic customer, first of all let me explain the deal, he was the first class flight attendant for this flight from LAX to CTL. As we all know the first class restrooms are for the first class customers, however he allowed two caucasian women to use the first class restroom and when the hispanic lady whom sat right next to me had to use it he immediately told her no. My concern is why were the other two caucasian women were allowed to use it and mind you they sitting in the same area as the hispanic woman and myself were sitting. I always fly American Airlines and always fly first class, but after this racism was shown by the male flight attendant I was very uncomfortable with this and I would love if someone with authority to please contact me.

Much too long to detail in this space, our experience with American Airlines and JAL on a codeshare flight from Bangkok to Charlotte NC was horrendous. Beginning with numerous phone calls when our seat assignments were changed. Each time we were not notified by email of the changes, they simply appeared on their website. So we paid additonal fees to move from economy to Main Cabin Extra to insure our seats. Then a chance to move to Premium Economy appeared on their website. We tried to complete the transaction and got an email from our Credit Card company saying there was a charge. But the transaction did not go through. Call AA and we were told sorry but the offer was only valid on their website. From that day until we left Bangkok the offer never appeared again. Get to Bangkok to check in on the JAL leg and told we can only check 1 bag. Extra bags (we each had 2 checked bags) were $100 USD per piece. But the JAL website says we are allowed 2. Sorry they said. We paid the fee so we could board our flight. Once the boarding passes were printed the seat assignments did not correspond to those on the itinerary we had received via email. Again we were told sorry.
Once reported to AA we were awarded 10k miles each. Sorry that is not enough to get us back on one of their flights. Never in nearly 10 years of making annual round trips to Thailand did we experience these kinds of problems.

We have tried all to contact someone in the American Airlines corporate office.
Can you please help.

Actually it should be zero stars. I realized on Feb1 that I had not received a confirmation for a flight that I had booked from CLT to BDL on 1/31. I was on hold for five hours listening to awful music punctuated by obviously meaningless apologies. After 5 hours I finally spoke to an agent who had me on hold an additional 45 minutes at the end of which she assured me that a confirmation was forcoming. It was NOT! I called again the next day and spoke with a very nice agent (Ashley) who worked with me for another hour, keeping me informed of the fact that she was working on it. She finally learned that I was short miles at which point we used my wife's miles to complete the transaction. Ashley stayed with me until I got a response in my email. Even now I'm not 100% sure because there was something about the ticket not having been issued yet. Why wasn't I informed when I actually did the booking that I was short of miles. The whole mess could have been avoided!!! This is unacceptable! Who is going to compensate me for the wasted half day (actually more). I look forward to an acceptable reply but I'm not holding my breath.
Arthur L. Levy MD

Bravo to American representatives. My wife and I recently traveled from San Antonio TX to Madrid Spain and return. There were issues at both ends with COVID results. Despite these snags, your reps (at the airports and telephone.

were kind, helpful and empathetic...doing what they could to get us to our destinations. I wish I had names to attach but, with the anxieties of flying these days, I failed to write them down.

Please do your best to recognize your people in San Antonio and Madrid. We will fly American the next time we travel, both domestic and international.

Mark & Ina Clanton, 210-725-6485