American Airlines Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about American Airlines customer service, archive #2. It includes a selection of 20 issue(s) reported May 31, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Subject: Request for Reconsideration of Voucher Expiration I respectfully seek a review of my reimbursement claim with American Airlines. As a dedicated 30-year military officer and loyal patron, I am disheartened by the recent denial of my request and the lack of compassion shown by your customer service team. My wife and I inadvertently booked separate flights for a trip to New York City in May [redacted]. Upon discovery, we contacted American Airlines to request a refund. Instead, we were advised to utilize the unused ticket amount as a future travel voucher, with a stipulation to book a flight before 5 May [redacted] or within a year of the original purchase. Unfortunately, when we tried to redeem the voucher for a [redacted] trip due to my hectic military obligations, we were informed it had expired without alternative solutions provided. I serve as an active duty U.S. Army Lieutenant Colonel at Fort Leavenworth, Kansas, fulfilling rigorous training duties that involve extensive travel, often on American Airlines. The one-year expiry restriction of the voucher significantly hinders my ability to plan personal trips around my demanding military schedule. I'm not seeking a monetary refund but rather urge American Airlines to honor the sacrifices I make in service by extending the voucher validity. Kindly reconsider this matter for a satisfactory resolution. Warm regards, S.D. Jr. (Contact Information: [redacted])
Reported by GetHuman736827 on giovedì 31 maggio 2018 23:12
We missed our flight from Salt Lake City, Utah to Dallas, Texas. They provided us with the wrong flight time on my ticket, causing almost an hour difference. We had to pay for a hotel in Salt Lake City and were able to get a flight the next day at 6:00 a.m. in Dallas. However, we were at the airport from 9:00 a.m. until 2:25 p.m., when we departed to Laredo. They also directed us to the wrong gate, nearly causing us to miss that flight, resulting in me having to take a day off work.
Reported by GetHuman753222 on giovedì 7 giugno 2018 02:13
My father purchased a ticket for my uncle from Puerto Rico to Florida, but my uncle couldn't retrieve it online and missed the flight. When I called American Airlines, they mentioned a $90 fee for a transfer. After checking the card balance, we found out there was $89.72 due to a 50-cent charge. However, when we called back, the new person quoted a $[redacted] transfer fee, which was unexpected and unaffordable as my uncle requires urgent medical attention. The first representative had agreed to the $90 transfer fee since the ticket was less than 24 hours old. Why was the price suddenly increased without explanation? I need assistance with this issue.
Reported by GetHuman765137 on venerdì 8 giugno 2018 23:40
I contacted AA this afternoon to modify one leg of my flight. Originally, I had a flight on June 9, [redacted], from SFO to MIA with a return from Mia to SFO on June 18. Due to a work emergency, I needed to change the return leg to depart from Baltimore on June 21 through another airline. I specifically requested this change during my call with AA, and the agent confirmed the change was processed, along with the applicable fees. However, I later received an email stating that my initial flight from SFO to MIA was canceled. When I called to resolve the issue, I was informed that the flight was now full and I would have to purchase a new ticket costing over $[redacted], which was only available in first class and involved a connecting flight instead of my original direct one. I insisted that AA rectify their mistake by booking me on the original direct flight but was told I had to purchase the new ticket. Despite speaking with a supervisor at the airport, the situation remained unresolved. This experience has been very upsetting and has disrupted my plans. I strongly believe AA should take full responsibility for this error and reimburse me for the additional expenses incurred. I am a frequent traveler with AA and spend a significant amount annually with the airline, and I trust that this situation will be promptly addressed to maintain our business relationship. Thank you for your attention to this matter. Kim L.
Reported by GetHuman768197 on domenica 10 giugno 2018 03:31
I flew on Flight [redacted] from San Antonio to Philadelphia on Sunday, June 10. The plane was delayed due to mechanical issues, resulting in a 15-hour wait at the airport. Our connecting flight to Manchester, NH was rescheduled three times, leaving us stranded in Philly overnight. Promised hotel vouchers were all gone upon arrival. Despite being given a number to call, I couldn't reach anyone for assistance. The suggestion to book a room at the airport Marriott for later reimbursement has led to unresponsive emails, even as an Advantage member. I am seeking reimbursement for the hotel and perhaps a complimentary trip voucher for my friend and me. It's been challenging to receive a response or support in this situation, and I hope to hear back soon.
Reported by GetHuman-mmorisse on mercoledì 13 giugno 2018 23:04
On June 7, [redacted], my spouse and I traveled from CVG to Bangor, Maine with American Airlines (Flight [redacted] to PHL and Flight [redacted] to BGR). Initially encountering a busy baggage line, we attempted to pay for one checked bag at a kiosk, unfamiliar territory for me due to infrequent air travel. Unfortunately, amidst the kiosk's numerous screens, I mistakenly paid for priority boarding instead of the intended baggage fee. Despite seeking resolution from the bag handler and boarding gate staff without success, I eventually contacted reservations post-arrival for a refund, receiving ticket number [redacted][redacted] for this purpose. Efforts to claim the refund via the AA website from vacation proved futile. Contemplating the situation, I see two possible outcomes. Either American Airlines refunds the $24.05 overpayment—resulting from a confusing kiosk interface and unwanted service—leading to my continued loyalty for future trips, despite a recent flight delay on our return journey. Alternatively, AA may view the erroneous $24.05 as outweighing customer satisfaction. Having followed the prescribed steps in vain, I now opt for this written account to await a fair resolution, hopeful for a positive outcome. Sincerely, [Name Initials].
Reported by GetHuman-cefrost on giovedì 14 giugno 2018 18:50
My flight from Amsterdam (AMS) to New York (JFK) scheduled for tomorrow, June 17th, was canceled by KLM/Delta. They rescheduled me on two flights: AMS to London (LHR) with KLM/Delta and LHR to JFK with American Airlines. I successfully checked in for the first flight with KLM, but encountered an error when trying to check in for the second flight with American Airlines. I am seeking confirmation for my flight with American Airlines (AA0141) departing from LHR at 19:30 and arriving at JFK at 22:29 tomorrow. Dealing with this situation has been quite frustrating, and I would appreciate speaking with someone who can assist me. Thank you.
Reported by GetHuman739483 on sabato 16 giugno 2018 18:06
This evening, I received a text informing me about the flight change from Philly to SFO to now fly from Philly to LAX with a long layover before heading to SFO with my two nieces. The original flight was chosen for an early arrival in SFO, making this new itinerary inconvenient. On hold with AA for 49 minutes is unacceptable, and the customer service experience over the phone has been disappointing. Requesting a partial or full refund due to the significant change in travel plans from a non-stop to a one-stop journey for the day. The departure from the contracted agreement prompts this refund request. Although attempting to reach customer service for discussion, the extended hold time of 54 minutes and 28 seconds is unreasonable.
Reported by GetHuman794636 on lunedì 18 giugno 2018 04:36
Trip Locator: BYWVGC. I received a notification at 9:30 p.m. on 6/17 regarding changes to my flight scheduled for 6:15 a.m. on 6/18. The connecting flight in CLT was canceled. To minimize disruptions, kindly modify our departing flight (for Ali C. and Jason N.) to Delta Flight [redacted] from FLL to CVC while keeping our return unchanged. We have important meetings scheduled with a client and others expecting our arrival by noon. I typically choose American for premium service to avoid such inconveniences. Please ensure our reservation matches the Delta flight departing FLL on 6/18 at 11:10 a.m., arriving at 1:30 p.m. I trust you can rectify this swiftly. Contact me at [redacted] to confirm the adjustment. Thank you. Ali C.
Reported by GetHuman-achaudhr on lunedì 18 giugno 2018 06:23
Ref #1-[redacted]8 for Shirley M., an eVoucher No. [redacted][redacted]78 with an expiration date of 10/11/[redacted], was issued to me. I won't be using it this year and would like to transfer it to my son for his trip to San Diego in December [redacted]. I've been told he needs to make his booking before the eVoucher expires, which isn't feasible. I inquired about receiving the cash equivalent but was told that's not an option. How can I obtain the value of the eVoucher then? I've had complications with my reservations, requested a partial refund for the inconvenience, and faced issues on my return flight. I'm asking for a $[redacted].00 refund instead of the eVoucher. I have no cell phone, so please contact me on my home phone: [redacted]. Your attention to this matter is appreciated.
Reported by GetHuman-swmcgill on lunedì 18 giugno 2018 19:15
On Monday, the 18th, I was supposed to fly from Logan in Boston to Jackson, MS, with a connecting flight in Washington DC. The flight numbers were [redacted] and [redacted], but unfortunately, [redacted] was cancelled due to aircraft problems. I needed to be in Jackson for a funeral at 11:30 today, so the American supervisor booked me on a United flight. However, I have been receiving emails from American about rebooking the cancelled flight, which is affecting my return flights on 6/20, Wednesday. My return flights are [redacted] and [redacted]. I have a seat assignment of 16C for the second leg but none for the first leg. I am frustrated with the inconveniences and need my boarding passes printed and sent to me early this evening for tomorrow's flights. Thank you.
Reported by GetHuman801796 on mercoledì 20 giugno 2018 00:13
I am frustrated with American Airlines for the flight delay on AA5673 from Washington Reagan to Cincinnati on June 20. Our departure was scheduled for 7:30 pm, but after waiting over 3 hours due to a missing crew member, the flight still hasn't taken off. I am requesting compensation of 50,[redacted] points or a $[redacted] voucher to be credited to my account JND2954. This experience has been extremely disappointing, made worse by the rude agents. The wait continues, and I will update as more information becomes available. Vivian H.
Reported by GetHuman805615 on giovedì 21 giugno 2018 02:09
Yesterday, my 7-year-old granddaughter and I were on Flight [redacted] from Des Moines, which departed three hours late due to a mechanical issue. We missed our connection in Dallas to Las Vegas and had to wait for Flight [redacted], delayed due to a flight crew issue, arriving over 5 hours late at our destination. My granddaughter was exhausted. Despite this being unrelated to weather, no apologies were given for the delays. I have another flight booked with AA in September but am extremely disappointed with this experience. I am requesting a refund as this inefficiency was unacceptable.
Reported by GetHuman806947 on giovedì 21 giugno 2018 15:40
I received a text notifying me of a flight cancellation due to flight restrictions. Upon contacting American Airlines, I learned that they had overbooked flights in and out of the airport due to computer issues in Charlotte, misleadingly attributing it to bad weather despite clear skies. They offered me another flight three days later and promised reimbursement for extra car expenses, meals, and hotel accommodations. However, the only available option was to drive three hours to a different airport. We were unexpectedly charged a $[redacted] service fee by the car rental company for this change. After dealing with a cheap hotel stay and meals, we finally managed to fly home. Unfortunately, the airline's promises of reimbursement turned out to be false. When trying to follow up, we were directed to different departments, hung up on, and received automated email responses indicating deletion of our emails. The lack of transparency and dishonesty displayed by the airline in handling passenger issues is extremely frustrating and represents a severe failure in customer service management.
Reported by GetHuman-aacustom on venerdì 22 giugno 2018 17:32
I experienced a significant flight delay on June 20th from YUL to CLT, being downgraded from full fare first class to coach. This happened while already dealing with the recent passing of my father, which was very difficult for me. My flight details are as follows: - Flight [redacted] from YUL to CLT - Flight [redacted] from CLT to FLL My locator for these flights was MBSIWV. I am formally requesting a refund for these inconveniences. I can be reached at [redacted] or [redacted]. I kindly ask for options, whether in miles, vouchers, or a refund. Thank you for your understanding. Best regards, Michele Pothier
Reported by GetHuman-micpo on venerdì 22 giugno 2018 20:25
I am requesting information about my daughter's return flight from St. Thomas, Virgin Islands. We departed from DFW on 8-31-[redacted] on flight [redacted], and my daughter, Elisa LeeAnn Sargent, returned separately, possibly on flight [redacted] on either 9-3-[redacted] or 9-4-[redacted]. I urgently require this information to prove her innocence in a legal matter with the Anderson County Sheriff's Office. I have reached out to American Airlines, but the representative mentioned the details might be on microfiche. Despite multiple attempts with Customer Service/Relations, I have not received the necessary information. My original reference number is 1-[redacted]5. Additionally, I sent a registered letter to Passenger Refunds in Phoenix, AZ, which was acknowledged on 3-16-[redacted], yet they have not responded. I believe I am entitled to this information under the Freedom of Information Act. I kindly request your help in obtaining these details. Thank you, Kenney Sargent.
Reported by GetHuman825998 on mercoledì 27 giugno 2018 15:46
Hello, I was wondering if the Main Cabin fare includes checked baggage along with the carry-on baggage. Thank you. Main Cabin Fare: One Way (Non-refundable) $[redacted] per person Total $[redacted].20 (all passengers) Benefits: - Carry-on & personal item included - Choose your seat (fee may apply) - Eligible for upgrades on American flights - Flight changes allowed (fee applies) - General boarding - Includes taxes and carrier imposed fees Flight Details: Departure: Buffalo, NY to Washington, DC Monday, October 22, [redacted] 5:10 PM - 6:30 PM 1h 20m Nonstop AA [redacted] - E75-Embraer RJ-[redacted] Wifi on-board Operated by Republic Airlines As American Eagle Main Cabin
Reported by GetHuman826466 on mercoledì 27 giugno 2018 17:32
I flew from OKC to SYR on Tuesday and four days before my flight, I contacted AA customer service to inquire about upgrading to first class. Initially quoted a price, I called back two days later only to be informed that first class was fully booked. Upon boarding, I noticed there was only one person in first class, despite being told it was full. I am flying back to OKC from SYR via Chicago tonight. I have had positive experiences flying first class before, but this recent incident has left me unsure about booking with AA again. It would be helpful if there are notes on my account to track what happened regarding the upgrade. My Code is YVBOSR.
Reported by GetHuman-sdlovett on giovedì 28 giugno 2018 10:36
I missed my connection on Jun 25 from Charlotte to Norfolk, flight AA 569G, due to crew issues and delayed departure. Was promised a hotel but was told there were none upon arrival in Charlotte. Managed to find a room and am seeking reimbursement. Need guidance on where to send my receipt for the hotel and a contact number for an American Airlines executive. Seeking to address these flight complications promptly. Thank you.
Reported by GetHuman829334 on giovedì 28 giugno 2018 14:55
Hello, I wanted to inquire if the hold baggage is included in the price along with the carry-on baggage for this main cabin flight fare. Thank you. Main Cabin Fare: - One way (non-refundable) - $[redacted] per person - Total $[redacted].20 for all passengers - Benefits include carry-on & personal item, seat selection, upgrade eligibility on American flights, allowed flight changes with applicable fees, general boarding, and taxes and carrier fees included. Flight Details: - Departing from Buffalo, NY to Washington, DC - Monday, October 22, [redacted] - 5:10 PM - 6:30 PM (1 hour 20 minutes nonstop) - AA [redacted] E75-Embraer RJ-[redacted] with onboard Wifi operated by Republic Airlines as American Eagle in the Main Cabin. For more information, please refer to the Bag and Optional Fees section.
Reported by GetHuman826466 on domenica 1 luglio 2018 08:30

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