American Airlines Customer Service – Complaints And Reviews

Worst service possible. Can not reach a person

Hi, My son left his passport on a flight from Phoenix to El Paso last July 2017. Ever since that time, I have been trying, with no success, to get the passport returned. I was told that it was found and sent to your Dallas main office. Since that time, I have filed several online reports. I was told that I would receive updates on those reports via e-mail, I have received nothing. I have also spoken with several of your representatives, who took the information and said someone would contact me with follow-up. Again, no one has provided any follow-up. It has been almost one year, and I cannot get anyone to help with this matter. (which I think is pretty important as it is a lost passport)The El Paso office confirmed that they had the passport read off the number and my sons name to me, so I know it was in their possession. I don’t know why they could not send it to me or let me pick it up, but Their supervisor said that they had to send it to the main American Airlines office in Dallas, and I could file an online report (which I have several times.) Can someone please help me with this issue? This is so frustrating; I can’t believe that this is your acceptable standard for customer service. Until last year, you were my favorite airline. But I flew three times with last year and had boiling water spilled on me (literally, not exaggerating, second-degree burns all over my foot and ankle), had vomit on the seat and down the armrest on another flight, and then this passport issue. What’s going on with you guys?

To Whom This May Concern At American Airlines: The service that was received on flight #1277 from Miami to Charlotte and connection with flight 1885 to Buffalo International on May 14, 2018, was deplorable. My daughter A. Herrnson was on a flight home from Miami to Buffalo. This flight was delayed. The pilot made up for the delay and landed and, allowing the passengers to exit the plane at 10:04. The stewardesses informed the five or so passengers that they had to hurry to not miss the connection. The connection was at 10:08. The passengers were insured that the connecting flight was informed that customers were coming from the Miami craft heading to Buffalo. The flight crew # MCSTLI never informed the aircraft of FT1885.

Of such passengers. The crew of Ft 1885 were to close the door at 10:08. My daughter ran to the gate. Her IPHONE read 10 08 p.m. to be informed that Flight 1885 had an early close some 10 minutes earlier and under no circumstances allowed anybody to board. The ground crew on flight 1885 told her they were never informed of such a connection.

She had a final in the morning. No other planes were leaving Charlotte that night. She not only was missing her final but there was no help with accommodations for a hotel. All the local hotels by the airport were sold out. American just let their customers down. My daughter was finally able to get a hotel room for $110.00. Needless to say, coming from the Hospitality Industry, this kind of service was not only poor, it is inexcusable. I am mortified to say my child was flying American Airlines and treated like a second-class citizen. As a graduate of Florida International University School of Hospitality, American Airlines looks to this University to help grow their upper management. I certainly will make a call to the Deans of the University to let them know American Airlines is NOT standing up to its name. My daughter’s flight left the following morning at 9:00. She missed her final, Thanks to a few employees at American Airlines that could careless with ground communications to ensure the plane was actually on time. I will render a receipt for the hotel from a copy of a bank statement. $110.00 is a small price to pay for a college student to miss a final, get lied to, and promised untruthful communication. Disgraceful. I could expect this from an inferior airline, not American Airlines. This is just unacceptable.