American Airlines sucks.
The title says it all, but I will begin to describe the problems I have had with American Airlines during my travel home for the holidays.
I was flying home for Christmas, it was Friday, it was 6:30 am. I get on the plane and find out we are delayed for two hours due to bad weather in Chicago. That’s no problem, not AAs fault the weather sucks in Chicago in the middle of winter. We finally take off, and I land about 15-20 minutes after my plane takes off for Kalamazoo. I call for rebooking and find out that they cannot rebook my flight for that day to Kalamazoo because all flights are full. While on this call for rebooking I ask if I can get a refund on my ticket if I never take the flight, the guy on the other end of the line says yes, but I cannot put in the claim until I have completed my round-trip and that I could put in my claim online at http://www.refunds.aa.com/ I also ask him about my baggage since I wont be going on to Kalamazoo. He tells me he will put in a note to remove my baggage and make sure it ends up at the baggage claim in Chicago.
I then go down to baggage claim, wait about an hour for my baggage to never come out. I then get in line at the baggage service counter for American Airlines. I tell them that my baggage never came out and the lady, very impolitely informed me, that they do not remove baggage from flights and it would end up in my destination city whether I was actually connecting there or not. So, apparently, the guy on the phone was lying when I was told that my baggage would be removed in Chicago and I could pick it up at baggage claim.
Five hours later I arrive in Kalamazoo to pick up my baggage, because I was told it would be there. I walk up to the American Airlines counter, give the woman my baggage number, and she goes in the back to look for it. Not too long later she comes back with no bag, telling me that they did not forward my baggage to my connecting city, and that it’s probably still in Chicago, but they still don’t know where it is. I give her my phone number and address, and they are supposed to contact me when they find it. At this time they still don’t know where my baggage is (this is roughly 8 hours after I have landed in Chicago, and have traveled back to Kalamazoo).
Alright, whatever, I’m sure it will appear the next day, too bad I left my cellphone charger in my bag. The next day comes around, and I really need to charge my cellphone, I don’t have an extra charger and no one I know in Michigan has the same kind of phone as me. I call American Airlines baggage service to see if they know anything about my baggage, they still have not found it. I then asked the guy on the phone since I dont have my luggage and my cellphone charger is in my bag, if I purchase a cellphone charger, would I be reimbursed by American Airlines, he says yes. I ask him what the steps are for that and am told that if my baggage is not located and reunited with me in 24 hours, I just need to save the receipt of it and when I turn in my claim for reimbursement. So I save my receipt.
I travel back from Kalamazoo to Chicago. My flight is delayed due to some mechanical problem in coming in, and we are delayed even longer flying into Chicago. I get into Chicago about 20 minutes after my connecting flight to San Francisco takes off. I call for rebooking, and am told its the last flight out for the night. The guy I talked to on the phone tells me I am tentatively scheduled (if I never check in) to leave on the flight at 7:30 AM the next morning (about 11 hours after I have landed). I go to the ticketing desk for American Airlines and try to check into the flight. I am then accused of not trying to make my flight (even though I landed 20 minutes after it took off) and am also told I was never booked for the flight in the morning. After some more waiting he gets me scheduled on the next flight.
7:30 rolls around when the plain is supposed to take off and the flight is delayed again (yes this is flight 3 / 3 that I’ve taken with AA that was delayed, although this time the delay wasn’t due to weather) . We couldn’t board our plane because one of our flight attendants overslept and missed the bus to the airport. Excellent. 30 minutes later we were finally able to board and got to take off. I finally got home, with my baggage (this was on Thursday).
Today I try to refund my ticket at the website I was given before and was told my ticket was non-refundable. It gave me a number to call, so I called it. I was then told that they don’t do ticket refunds at the number I was just given from the website that told me they did, and was given a non-toll free number to call. Ok, whatever, so I have to call this non-toll free number to see if I can possibly get a refund on this ticket that the guy on my first trip to Chicago told me I could get when I completed my round trip.
Since I had American Airlines on the phone, I decided to do what I needed to to get reimbursed for my phone charger I had to buy. I talked to the woman and she told me that I could not put in a claim because my lost baggage complaint had been closed (since I received my luggage). She gave me the location in which I could talk to American Airlines customer relations to attempt to get reimbursed for the phone charger I should have never had to purchase.
I get off the phone, since they can obviously do nothing for me, and go to send in a note of my experiences to American Airlines. Contacting their customer relations I was able to write a 1,500 character limit to explain the situation to them. Except, that wasn’t even true, I was only able to type a 1,499 character limit, I tried to send one with 1,500 characters and it told me that my message was too long. Excellent, so I have put in my complaint and am waiting their response.
I am far from impressed with my American Airlines trip. Sure it was Christmas, and I actually wasn’t upset about any of my trip, except every time I found out that the previous AA employee I had spoken with was apparently misinformed of AA’s actual policies and in turn I was misinformed. At the moment it looks like I wont be reimbursed for my phone charger or the flight I never took, but we will see how that goes. Updates to come, assuming that I ever hear back from AA. If only AA’s employees knew what their companies procedures REALLY were.
We’ll see if I decide to fly them again when I travel back to Michigan. I guess it depends on how this one ends up. Surely glad I am done flying for a long time now though.





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