Please let me elaborate on the travel experience and customer service my wife has recei...
GetHuman5402718's Aggiorna problema di prenotazione con American Airlines da ottobre 2020
Aiuto per il mio problema American Airlines
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Numero del volo, numero di conferma, numero del biglietto, e-mail sull'ordine, numero di telefono sull'ordine, nome dei passeggeri, indirizzo di residenza e data di nascita
The issue in GetHuman5402718's own words
Please let me elaborate on the travel experience and customer service my wife has received from American Airlines. The adventure began when she was asked to gate check an FAA guideline approved carry on bag at departure from Phoenix. We have used this bag for several thousand miles on another airline. Okay, we coughed up the $*** and went on our way. Then American sent her a cancellation email on Saturday, ***** without any further notification on a flight change. We called the customer service representative and was then informed that American made a change to enter the US via Miami via SJO vs. the original entry of Dallas (flight ****). We chose Dallas due the longer layover time in order to clear customs. We completely understand that this is a tough time and that both labor at the airports and American would be a challenge. When she cleared Miami customs and arrived at the gate (the plane was still at the gate) and the door was closed. Our concern is that zero consideration was given to the delayed passengers or any kindness or respect was given by the gate agents. When my wife asked for a voucher for her ** hour layover she was rudely denied. They literally turned their backs and walked away. When I called customer service, the agent was very kind but informed me she had zero authority to remedy the opportunity. When I spoke with the service desk manager I received the same rudeness that my wife encountered. The supervising agent was rude, short and continued to interrupt me. I continued to ask that she let me finish my concerns and she continued to interrupt me and continue to be rude and inconsiderate. Honestly , this is not the first time I have experienced this behaver from agents and American and I am not really surprised. But in my adult life this is the first time I have taken the time to write any company about bad employee behavior. Needless to say we will do our very best to not use American Airlines and ask our friends and business associates the same. When I was continuedly interrupted and was not given the opportunity to relate my concern I was repeatedly shut down. I finally spoke to another supervisor and they were open and understanding after a ** minute hold.***. Our position is that the bag should have never been gate checked and it complied with the carry on guidelines and the gate manger "eye balled" the size and did not measure the bag. The agent was negligent in requiring the bag to be checked and coerced my wife into compliance. ***. The flight change occurred at Americans convenience and contributed to the length of time in customs via an airport that did not provide resources to arrange alternative transportation into Phoenix to off set the missed flight. We believe American contributed to the excessive amount of passengers into Miami customs due to the flight changes and (*) indirectly created the delay with the flight changes & (*) we would have easily made the connecting flight if the original contract*flights were abided too (via Dallas). **This arriving flight was from SJO to MIA locator **********: FUBFAY (Helen Pastre).**We are asking to be reimbursed for the $***.** bag gate check & one night hotel at $***.**. We can provide receipts if needed. **Thank you for allowing me to explain our experience and I look forward to your reply.**Tim Means
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