American Airlines Customer Service Issues

My flight on 12/23 got canceled, and I was automatically rebooked on an alternative flight by American Airlines' website. Unfortunately, this new flight doesn't suit the passenger's schedule. Despite trying to change it online, I couldn't. I've spent 4.5 hours on hold with AAirlines' customer service without success. They promised a callback in 3 hours, which was 1.5 hours ago. The conflicting flight is departing in 6.5 hours, and I fear I won't be able to resolve this before departure. I urgently need to speak to customer service to arrange a later flight.

Yesterday I changed my flight with the help of an AA representative, but the update isn't reflected on my app. Even though the associate assured me I would receive an email shortly after our conversation, I haven't gotten any notifications yet. The app still displays my reservation for the original flight TOJOJK scheduled for today. During the call, the representative rebooked me on a flight departing from Boston at 8 AM tomorrow and provided me with seat assignments 15A and 9A for both flights. I'm concerned that the changes might not have been processed correctly.

Dear [redacted], I wanted to share my recent experience regarding my upcoming trip with confirmation #XQLJKE, scheduled for December. I initially booked this trip in June using my miles. Recently, I was notified of a change in flight times for Monday, December 26th, with an extended layover. I checked alternative flights for the same day and discovered available first-class seats on the 6:30 am flight #[redacted] and the connecting 8:47 am flight #[redacted], which would bring me back to PSP by 10:03 am. I tried to make these changes through the app but encountered difficulties, prompting me to call for assistance. After several attempts, I finally received a call back and was informed that due to booking online with miles, changes were not permitted. Considering the flight time alterations made by your end and the availability of first-class seats on the suggested flights, I am puzzled by the inability to modify my booking. As a loyal Advantage member since [redacted], I appreciate your time and consideration in reviewing this matter promptly. Thank you, Lee D.

I have already contacted customer service regarding the disrespectful and rude treatment I received from an employee regarding my baggage. I do not wish to accept the $50 voucher, and I am unlikely to use AA again unless absolutely necessary. At the very least, I request a refund of the $30 fee for a bag that could have been a carry-on. I did not request a flight refund, as stated in the second email I received. I believe my request is fair as my bag was suitable for a carry-on, which was not assessed by any attendant. Furthermore, our bags did not reach our destination, and we are still waiting for them although our departure is in 2 days. We had to buy warm clothes due to this inconvenience, and we will be seeking reimbursement for those expenses. This has been a terrible ordeal, and my children had to witness the unacceptable behavior from an employee that caused distress and unwarranted pressure to pay for checked baggage. As someone working in customer service myself, I find this level of service to be completely unacceptable.

I was on a flight from Queretaro heading to Dallas for a connection back to New York LaGuardia. Unfortunately, my flight from Queretaro was delayed by 3 hours causing me to miss my connecting flight to New York. I received a new ticket, checked my bag, and waited for the first flight from Dallas to New York at 6 am. Upon arrival in New York, I was informed that my baggage was stuck in Dallas due to weather conditions. They took my information and assured me that my bag would be delivered to my house the next morning. It has been a day since then, and it's almost 8 pm, but I still haven't received any updates on my bag. I've been tracking it and know it has arrived in New York, but I don't know if it's being delivered to my house. I've been trying to contact the airline without success. The mobile app doesn't have any available agents, the phone line has long wait times, and the website only directs me to the tracker. I'm aware my bag is at the airport, but I need confirmation if it's on its way to me.

Hello, I’m a U.S. service member named J.R. I flew with American on December 23 from Norfolk, Virginia to San Diego with a stop in Charlotte. Unfortunately, my flight was canceled, and I had to spend the night in the airport without clothing or accommodations. After being rebooked for a flight to LAX on the 24th, which went smoothly, my checked baggage did not arrive with me. I have been trying to locate my bag which contains my military uniforms. The tag number for my bag is [redacted]. Any assistance in retrieving my bag would be greatly appreciated. You can reach me at [redacted].

My husband and I were stranded in Dallas, Texas from December 23rd to the 27th without money for our hotel, food, and missed Christmas with our family. I'm reaching out to see if there is any way for you to cover the work days we missed. My husband lost over $[redacted] in work, and I lost $[redacted] for 3 days. We had to use our rent and car payment for food and hotel expenses. When I asked for assistance, I was told there was no help available. This has been a terrible hardship for us and our family who didn't have us home for Christmas. Please contact us regarding these issues at [redacted] Thank you.

I bought 2 Economy Plus seats from Miami to Mexico City, but one was downgraded. Additionally, we purchased an extra seat for our infant on the return flight, Mexico City to Miami, but it was taken away, leaving us unable to sit together. The ticket was for Jai Villa Kundu. We have twins and needed to have our own row. The flight was oversold by AA. We are requesting a full refund for the return flight and credit for the outbound flight. The parents are Pamela V. and Anindya K.

I am requesting an extension for a travel credit. I booked two economy seats on an AA flight for early November [redacted], using funds from a previous trip cancellation in May [redacted]. I later upgraded to first class by paying extra in October. Unfortunately, I had a medical emergency in late October and had to cancel the trip. I have a credit of $[redacted] per person, expiring on Feb 1, [redacted], the anniversary of the original canceled flight. I am asking for an extension of this credit to July [redacted] due to the significant value added in October and the circumstances of the cancelation. After contacting customer service, I was directed to fill out a form online, and despite submitting it, I received a generic email acknowledging receipt with no mention of my specific extension request. I am looking for a direct phone number at AA to speak with someone authorized to extend the expiration date of my credit.

I recently mailed a letter to AA's customer service center in Phoenix to request a refund for an overcharged ticket that I purchased directly from AA's call center. Due to the complexity of the issue, I included copies of receipts, original and new reservations, etc., which is why I opted to send the request by post instead of online. The letter should have reached Phoenix around December 8th. I am wondering when I can expect a response from AA and how I can track the progress of my refund request.

My airline reference number is T9AL508. I originally had a flight from SHV to DFW scheduled for February 1 with booking number GNOYGW. Due to a weather emergency in DFW, American Airlines (AA) changed my flight to arrive in DFW on February 3 at 7:33 a.m. with confirmation number 3786C0. I had a connecting flight to PNH, Cambodia on Korean Air flight KE-32/e-ticket #[redacted][redacted] at around 10 a.m. on February 1. However, Korean Air didn't have flights that day, so a Korean Air representative requested AA to put me on AA Flight KE5032 departing DFW at 10:33 a.m. on February 3 to PNH. I am waiting for confirmation from AA regarding this connecting flight. I need to know if AA has me booked on the DFW-PNH flight so I can proceed with my travel plans. Your assistance is greatly appreciated.

Hello, I am seeking clarification on my booking reference LPHCJU. Unfortunately, due to the cyclone in New Zealand, our travel plans from Nadi, Fiji, to Auckland, New Zealand had to be altered. Not being certain of making our connecting flight to Dallas from Auckland while in Fiji, we contacted customer service on 15.2. We had discussions with Mr. Chad and then later with Mr. Francis, who changed our connecting flight from Auckland to Dallas from 16.2 to 17.2. We were informed by Francis that there would be no charge for this alteration. However, after receiving an email confirmation from American Airlines, it indicates that an EU$1,[redacted] fee was applied for this change. Can someone please reach out to Sascha directly to clarify this situation? Thank you, Sascha Wolf

Our flight plans were disrupted due to a cyclone that destroyed the bridges between our city and the airport. Despite multiple calls to reschedule, the airline representatives did not comprehend the severity of the situation. We have incurred additional costs by booking new flights to Colombia. Considering the circumstances, we believe it is reasonable to request that our original fares, purchased well in advance, be reinstated or rebooked. We appreciate a prompt response to this matter. Thank you. - Arorangi & Yeimi

Subject: Disappointing Experience on American Airlines Flight AA972 I am reaching out to express my disappointment with my recent flight experience on American Airlines Flight AA972 from PHX to JFK on 02/12/[redacted]. I feel compelled to share my feedback to ensure that future customers do not face the same unprofessionalism and discomfort that I encountered. During my round trip, I was unable to bring my carry-on onboard due to full overhead bins, which while understandable, raises concerns about overbooking. The flight was fully packed with no spare seats, and being seated at the back made it cramped. The lack of air circulation and high temperature throughout the 5-hour flight was the main issue. Despite requests, the temperature wasn’t adjusted, leaving me feeling like an animal being transported. Although flight attendants were courteous, they were unable to address the air quality issue. The return flight introduced an unpleasant encounter with a flight attendant named Ashley. As a diabetic, I couldn't bring my own beverages and was abruptly denied a drink when requested. The negative interactions continued, making me feel disrespected and with limited passenger rights. This culminated in being publicly chastised for asking for water for my daughter, leaving us embarrassed. This experience has led me to decide against using American Airlines in the future, preferring professionalism and customer care elsewhere. I hope my feedback aids in enhancing service quality for future passengers. Best regards, Mendel Epstein

In January, I made travel arrangements for my elderly mother and myself to attend my daughter's wedding in late July on American Airlines from CM to SAN. Concerned about the duration of the stay, we decided to shorten the trip and adjusted the flights online. Although I had paid for upgraded seats, I mistakenly cancelled the original reservation instead of modifying it due to the available cancel button. Subsequently, I rebooked the flights for the following day at a cost of $[redacted]. Anticipating a refund for the cancelled flight, I was surprised when I was informed that I would only receive flight credits instead of a monetary refund. Despite already rescheduling, I was unable to apply the credits to the new itinerary. As a result, I find myself facing nearly $[redacted] in charges for a trip that should have cost around $[redacted]. I am requesting a full refund of the initial flight expenses rather than flight credits or the option to utilize the credits for the rebooked flights and receive a reimbursement to my credit card for the recent booking.

American Airlines rescheduled our international flights, resulting in a $[redacted].95 decrease in cost per passenger. Despite issuing trip credits of $[redacted].80 per passenger, we prefer a refund for the full reduced amount of $[redacted].95 per passenger. Alternatively, we are willing to pay $[redacted] each for the new itinerary and receive a full refund of $[redacted].95 per passenger. Encountering obstacles on the AA website when attempting a refund due to the requirement to cancel the itinerary first. Similarly, facing difficulties using the AA customer contact form as none of the provided reasons align with our situation.

My wife, L.V.S. and I, E.J.M.B., both US citizens, have spent six months in Rio de Janeiro, Brazil. We are scheduled to fly back on American Airlines Flight [redacted] on March 24, [redacted], from Rio to JFK non-stop, arriving in NY on March 27. Our ticket numbers are [redacted]75 and the following number, as shown on the invoice. Our last vaccination was the Pfizer Polivalent GH9693 on 9/27/22 before departing for Brazil. In light of our return, we have a few questions: 1. What are the current US Covid requirements for returning citizens? 2. Do we need booster shots in Rio before our departure? 3. Is a medical certificate declaring our negative Covid status necessary before departure? 4. Can we receive our reservation code to facilitate online check-in for our flight? Thank you, E.J.M.B.

My flight to Portugal on October 4th was canceled due to Hurricane Ian. I have been trying to get reimbursed by travel insurance, but they require two items I don't have: a copy of the e-ticket and a cancellation letter from the airline. I only have the receipt for the flights. The ticket numbers are [redacted][redacted] and [redacted][redacted], under the names James and Sue Propert. Kindly email me the necessary documents so I can process my refund for the canceled flight. Thank you.

My initial flight was delayed due to weather, which is understandable. However, following that, I experienced a series of missed and delayed flights. The journey was meant to be from Omaha, Nebraska to Dallas, Texas, then to Paris and finally to Madrid, with a scheduled arrival on Friday, March 10th. Instead, I ended up going from Omaha to Austin to Dallas to Charleston to Miami and finally to Madrid, arriving two days late on Sunday, March 12th. The airline did not provide any assistance or accommodation, and to make matters worse, I lost two bags with all my belongings, leading me to buy new items, including soccer gear for my son's training trip. This experience has been extremely unpleasant, and even the airline staff acknowledged the unfortunate situation. I am seeking a refund for the flights, accommodation, replacement items purchased, and the time lost due to these disruptions. I have familiarized myself with transportation regulations and believe I am entitled to compensation for the significant inconveniences faced during this trip.

Subject: Lost Suitcase with Air Force Uniform - Assistance Needed Dear Sir/Madam, I traveled with American Airlines on March 19, [redacted], and unfortunately, my suitcase was mishandled during the journey. The suitcase, belonging to Seonah Sheridan with bag tag number [redacted] [redacted] [redacted], was meant to go from Phoenix, AZ to Los Angeles, CA. However, it ended up at Incheon International Airport in Seoul, South Korea under Asiana Airlines. The lost suitcase is plum purple with gray front pockets, and it contains my Air Force uniform labeled with my last name, Fostino. I am willing to cover any expenses incurred to have it returned to me. Your assistance in locating and returning my belongings would be greatly appreciated. Sincerely, Jennifer Fostino